0 English at Work Episodes 00-66-Christmas

English at Work
Introduction
Hi I'm Neil. Thanks for joining me on English at Work - a new series of programmes set in an office, full of top tips to help you learn some useful business language which you could use in the workplace. In the next few minutes you can join me on an introductory tour around one of London's biggest imitation plastic fruit manufacturers, called Tip Top Trading. We're going to hear from some of the employees that work so hard to keep the business running smoothly. So come on then! Let's step into the office and eavesdrop on Tip Top Trading's possible newest recruit. I say 'possible' because she is still being interviewed for the job of Sales Executive Insert Anna: Firstly, this job is an ideal match for my skills and experience: I've spent several years working in sales and I get on with people easily. Well, I mean, apart from the ones I don't like of course! Secondly, I know Tip Top Trading is one of the fastest-growing companies in London, and I want to be part of that. That's absolutely right. Tip Top Trading is the fastest-growing company in the plastic fruits sector.
Paul:
Well said, Anna! If she gets that job I'm sure she'll be an asset to the company. The decision is in the hands of Manager, Paul, who we heard there. He's a nice guy really, a little disorganised, but when things go wrong he's got to take chargea bit like this Insert Paul: Yesterday was not a great day. Two clients came in with serious complaints. Mrs Kumquat received a delivery of imitation bananas that were purple not very convincing, and Mr Lime ordered grapefruits, but got pineapples. Tom! Yeah, listen... Were you responsible for these errors?
Tom: Paul:
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Tom: Paul:
Well... yes, but Look, mistakes happen. But it seems that Mrs Kumquat left our offices even angrier than when she came in and she says she will never use Tip Top Trading again! I tried my best. Hmmm.
Tom: Paul:
Ah yes, Tom! I hadn't warned you about Tom, one of the company's top Sales Executives he's good. Insert Tom: (on phone) Tom speaking. Yah! Frankie! So what's the latest, are we on?
. but his interpersonal skills need working on. Listen to this! Insert Tom: My computer has crashed. I've lost my phone. And there's a big, BIG problem with my timetable. I have two meetings scheduled at the same time with two extremely important clients. I can't do them both at once!
See what I mean! Now, every office needs a good office assistant and Tip Top Trading is no exception. It's got Denise, who's there to assist, organise and sometimes make the tea.. Insert Denise: Paul: Oh sorry excuse me, here's your tea Paul. Thanks Denise.
But goodness! She likes to talk Insert Denise: Really! 'Denise do this! Denise do that!' I'm telling you Sharon, I've almost had enough! I get treated like I'm some kind of servant!
That's Denise! I think we'll just leave the office now and let them get on with their work (DOOR CLOSES)
English at Work
So that's Tip Top Trading. There are plenty of other people we'll meet along the way so go on why don't you join me for English at Work from bbclearningenglish.com. See ya!
Listening Challenge - Answer What kind of company is Tip Top Trading? Tip Top Trading is a plastic fruit manufacturer.
English at Work
English at Work
Episode 1: The interview Language for interviews
Narrator:
Hold tight please! This is Anna, on a bus going to an interview for a job as a sales executive at Tip Top Trading one of London's fastest growing companies. How are you feeling Anna? Oh, a little nervous but I really want this job. Well don't worry Anna, as long as you say the right things, you'll be fine. The right things!? Like what? You need to sell yourself, be confident, not arrogant and give examples. Like: A good example that comes to mind. I'm particularly proud of. Timekeeping is important to me. Oh right. Thanks. Perhaps you can come with me? Sorry Anna, you're on your own now but we'll be listening in. Look! You've just arrived. Good luck! Come in. Hello, I'm Paul, the Manager of Tip Top Trading. And you must be.? It's Anna. Yes, very good. Thanks for coming. Now somewhere in this pile, I've got your CV Err, is that it there? Oh yes, thanks Hannah. Your qualifications look impressive but what sales experience can you bring to our company? I worked in a shop once. Ohhh Anna! Sell yourself. Give a good example! Oh rightmmm.well a good example that comes to mind is when I was involved with a campaign to promote and sell a new range of clothes I loved doing it and it was
Anna: Narrator: Anna: Narrator:
Anna: Narrator: Paul: Anna: Paul: Anna: Paul: Anna: Narrator: Anna:
English at Work
Denise: Paul:
Oh sorry, excuse me, here's your tea Paul. Thanks Denise. Now Anna, it looks like you've achieved a lot during your time at university. Could you give me an example of good team working during your time there? Sorry! I forgot the sugar. Thank you Denise. Hmm, so you want an example? I was the treasurer of the debating society at university. That was OK I suppose. Come on Anna. Be more enthusiastic the debating society is exciting! I mean I'm particularly proud of how I organised the finances for the debating society. We had a very small budget and I had to make decisions on what to buy. I like it! "I'm particularly proud of" - Positive but not boasting. You're doing well. Very impressive so you're a good planner Anna! We like organised people here... ooops, silly me. I seemed to have spilt tea over your CV. Oh, do you need some help? Oh noI'm sure it'll dry out carry on please Also timekeeping is important to me "Timekeeping is important to me" that's good! I always try to complete my work on time. At university I never handed my assignments in late. That's good to hear. We like punctuality here Excuse me Paul. Sorry it's a bit late but I thought you might like a biscuit with your tea. Hmm thanks.oh lovely, custard creams mmm. Now Hannah, finally I wanted to ask you what exactly made you apply for this job at this company? Errrr ooo well. The reason I applied is. Yes, yes, yes Anna? Do you need a bit more time to think? Errrmmm
Denise: Paul: Anna: Narrator: Anna:
Narrator: Paul: Anna: Paul: Anna: Narrator: Anna: Paul: Denise: Paul:
Anna: Narrator: Anna:
English at Work
Narrator:
What's she going to say? How would you answer that? Join us next time to find out. Before we go, here's a reminder of some of the great lines Anna's used today
A good example that comes to mind I'm particularly proud of. Timekeeping is important to me. Until next time, bye bye! Listening comprehension question What was Anna's role in the university debating society? She was treasurer.
English at Work
English at Work
Episode 2: The interruption Structuring answers
Narrator:
Hello! Welcome back to the offices of Tip Top Trading, where Anna's interview for a sales job continues. When we last said goodbye, Tip Top boss Paul had asked Anna why she wanted the job. First she said: Errr... mmmmm... Since then, she's added: Mmmm... errr... And as we join her again, Anna is saying: Well, errrr... I'm errr. Come on Anna! If you can't think of the word you need, find another way of saying it. I am... Well, I really, really want this job and I am willing to work very hard if I get it. So youre very motivated, then? Motivated! Yes, thats it. I am really motivated. Good! Why? Now over to you Anna, structure your answer! Say 'firstly', then give your first reason, 'secondly' and then a second reason. Then say 'above all' and give a really, really good, enthusiastic final reason! Go for it: firstly! Firstly! Firstly...? Firstly, this job is an ideal match for my skills and experience: I've spent several years working in sales and I get on with people easily. Well, I mean, apart from the ones I don't like, of course. Secondly, I know Tip Top Trading is one of the fastest-growing companies in London, and I want to be part of that. That's absolutely right, Tip Top Trading is the fastest growing company in the plastic fruit sector. But enough about the company, this is all about you, Annabel.
Anna: Narrator: Anna: Narrator: Anna: Narrator: Anna: Paul: Anna: Paul: Narrator:
Anna: Paul: Anna:
Paul:
English at Work
Anna: Paul: Anna:
Anna. Sorry, Anna. Where were we? Well, I said that firstly, this job is an ideal match for my skills and experience, secondly, the company is growing fast... and and above all the reason I want this job isYes? (mnock on the door) Denise! Is everything all right? No Paul, its not. Everything is not OK! You look pale. Here, sit down, drink what's left of my tea. Oh, thank you! Oh what are those bits floating in it? Oh they're just lumps of soggy biscuit. In fact, if I can just... get that bit out... with my finger... for you Mmm, delicious! Now, tell me what happened. Well, it's terrible... Oh dear! Just as Anna was doing really well, it looks like her interview has come to a sudden end. Whats happened? Join us next time to find out. But before we go, here's a reminder of how Anna structured her response:
Paul: Denise: Paul: Denise: Paul:
Denise: Narrator:
Firstly, this job is an ideal match for my skills and experience Secondly, I know Tip Top Trading is one of the fastest-growing companies in London and above all the reason I want this job is.. Anna couldnt remember the word motivated so she just found another way of saying what she meant. I really, really want the job and I am willing to work very hard if I get it. Nice work, Anna! Let's hope you get the chance to finish your interview next week! Listening comprehension question What word is Anna struggling to remember that means being very enthusiastic and wanting very much to succeed? motivated
English at Work
English at Work
Episode 3: The crisis Making suggestions
Narrator:
Here we are again at Tip Top Trading, where Anna's interview for a sales job has been suddenly interrupted. Office assistant Denise has entered the room, looking very worried. What's wrong? And will Anna have any suggestions that might help? I don't know what to do! So what's the matter Denise? You know the PowerPoint presentation? The one we've been preparing for the last two months? Yes. The one that's very, very important and that we need this afternoon? That one. Aha. We've lost everything! No! I had it on a USB stick, to transfer it, but the stick has vanished! Right Anna, now is your chance to help them find solutions to the problem. You'll need phrases like: Can I make a suggestion? Why don't you...? Have you tried...? Maybe we could...? How about...? I have an idea! But don't you have it saved on your computer? No, it was taking up a lot of space, so I deleted it. So you have lost the only copy we have. Yes.
Denise: Paul: Denise: Paul: Denise: Paul: Denise: Paul: Denise: Paul: Denise: Narrator:
Paul: Denise: Paul: Denise:
English at Work
Narrator: Anna: Paul: Anna: Denise: Anna: Denise: Anna: Denise: Paul: Anna: Denise: Paul: Anna: Paul: Denise: Paul: Anna: Narrator: Paul: Anna: Paul: Anna:
What idiots! I've never seen such a disorganised office. Go on, you'd better help them, Anna. Can I make a suggestion? Yes, please do! Why don't you try looking in your recycle bin? It might still be there. I did. It isn't. Have you tried asking your colleagues if they've seen the memory stick? I did. They haven't. How about looking through your rubbish bin to see if you threw it away by mistake? (getting shirty) I don't do silly things like that! All very sensible suggestions Anna, thank you. Maybe I could do a big office search for you...? I'm good at finding things. There are confidential documents in this office non-staff are not allowed to see them. Now, now Denise. Why don't you drink up that nice tea? I have an idea! Did you ever email the presentation to anyone? Golly gosh, you did Denise! You emailed it to me to proof-read. It'll be in my inbox somewhere. Good thinking Anna! I was just about to suggest that myself actually. Problem solved. Thank you Anna! Pleasure. Well done Anna! Right, now please leave us Denise. Anna and I will continue our interview. Would you like a biscuit Anna? Thank you. Oh, what's that? Oh golly gosh, the USB stick! It was mixed in with the plate of biscuits that Denise brought in. It's wet!
English at Work
Paul:
Yes, I think maybe I stirred my tea with it at one point. Oh well. Now, where were we...? My goodness, it's 11 o'clock! I have a meeting right now! I'm afraid I'm going to have to go. But I've made up my mind about you anyway. I suppose you'd like to know if you've got the job?
Anna: Narrator:
Yes please! Ah - Stop right there! I'm sure everybody would like to know if Anna's got the job but everybody's going to have to wait until we've heard her helpful phrases once again:
Can I make a suggestion? Why don't you try looking in your recycle bin? Have you tried asking your colleagues if they've seen the memory stick? How about...? Maybe I could do a big office search for you...? How about looking through your rubbish bin...? I have an idea! Paul: Anna, we need someone who can think on her feet and who is a first-rate people person. Someone who sees solutions, not problems... someone like you! So if you want the job, it's yours! Ah, now think carefully Anna do you really want to work for these people? They seem a bit... disorganised. I would definitely like the job! Thank you! So be it. Join us again next week for Anna's first day as a sales executive at Tip Top Trading.
Narrator: Anna: Narrator:
Listening comprehension question Why was the memory stick wet? Because it had been in Pauls tea.
English at Work
English at Work
Episode 4: Doing lunch Introducing yourself
Narrator:
Last week, Anna got the job of sales executive at Tip Top Trading, thanks to her quick-thinking in an office crisis. Today it's her first day in the office. How are you feeling now, Anna? Excited, but a bit worried. I really want to make a good first impression. Well, you're going to need some phrases to introduce yourself politely, such as: Hello, I don't think we've met. You must be and say the person's name. I've just joined the team. Nice to meet you. Have you worked here long? Why don't you start by saying hello to Tom Darcy, the Senior Account Manager?
Anna: Narrator:
Tom: Anna: Tom: Anna: Tom: Anna: Tom: Anna:
(On the phone) Yah, yah, no, yah, yah, OK, yah. I'll seal the deal, yah, no worries. OK, see ya mate, bye! (Hangs up) Hello, I don't think we've met. No. You must be Tom. I'm Anna. I've just joined the team. Uh huh. Nice to meet you. Have you worked here long? Sorry, I'm quite busy right now I've got a big deal just coming through. But let's get together sometime. Um... can you do lunch tomorrow? You want me to do lunch? Well, I'm not very -
(Telephone rings) Tom: Sorry, important client. Lunch tomorrow at 12.30 then? (On the phone) Tom speaking. Yah! Frankie! So what's the latest, are we on? Well, OK then.
Anna:
English at Work
Narrator: Anna:
Great Anna! You used some nice phrases to introduce yourself. It's a shame Tom thinks he's too important to do the same. I'm sure he's just busy. But I'm a bit worried about tomorrow!
(The next day) Anna: Paul: Anna: Paul: (Struggling into the office carrying cooking implements) Good morning Paul! Good morning Anna, are you OK? Fine, the kitchen's through there, isn't it? Er, yes.
(Kitchen noises as Anna starts preparing lunch) Denise: Anna: Denise: Anna: Denise: Anna: Denise: Tom: Anna: Tom: Anna: Tom: Anna: Tom: Anna! Oh hi, Denise! What are you doing? Cooking lunch for Tom. You what? Tom asked me to have lunch ready for 12.30. Did he indeed? Er, Anna. Hi Tom! What are you doing? Spring rolls, followed by crispy duck in black bean sauce. No, I mean, why are you cooking? Well, if I don't start now, it won't be ready for you by 12.30. Oh, you misunderstood me, Anna. When I said "Can you do lunch?" it didn't mean "Can you make lunch?" It meant "Are you available to come to lunch with me?" In a cafe or something. Oh! Mmm... something smells good, but what's going on here?
Anna: Paul:
English at Work
Denise: Anna: Tom: Paul: Anna: Paul: Anna: Paul: Anna: Narrator:
Anna thinks it's her job to cook for people! No, no, I misunderstood! Anna just got a bit confused. Well, never mind, it looks tasty. There's enough for everyone if you want some. I think that's a splendid idea, we can have an office picnic! Yes! Mmm, that sauce looks delicious. Yes, it's my favourite. Well, once again everything has worked out well for Anna! Before we go, a reminder of the phrases she used:
Hello, I don't think we've met. You must be Tom. I've just joined the team. Nice to meet you. Have you worked here long? Narrator: Just remember - if somebody says "Would you like to do lunch?" they're not usually expecting you to cook for them! Goodbye.
Listening comprehension question What is Toms job title at Tip Top Trading? Senior Account Manager.
English at Work
English at Work
Episode 5: The Queen of Sheba Polite requests
Welcome back to English at Work. We're still in Anna's first week in the busy offices of Tip Top Trading. How's it going Anna? Everything's still so new to me. I keep needing to ask people for help! Well, that's only natural at the beginning. To ask people politely for help use the words would and could. You can also use the word please, but don't make the mistake of thinking's enough to make what you say polite. Er, ok. Hello Anna! Oh hi, Paul! I was wondering if you could do something for me? Yes of course. Would you be able to print out a file for me? It's a document on CBL Convincing Bananas Limited they're one of our suppliers. The file should be on the system and could I have it in the next ten minutes please, as they're on their way here for a meeting? Yes. Oh no, I've no idea how to find it! Tom...?! Er, ask Denise. She should know. Ok, thanks Tom, I'll ask her. (on the phone to Sharon) I'd warned her, you know, I said 'Victoria, if you don't change your hairdresserDenise? One day you'll hold on a moment. Anna? Please email me the background file on CBL. Er! Thank you.
Anna: Paul: Anna: Paul: Anna: Paul:
Anna: Tom: Anna: Denise:
Anna: Denise: Anna: Denise: Anna:
English at Work
Denise:
(on the phone) Who does that girl think she is?... Anna... new girl... I told you about her... yes with the saucepans, that's the one. She's only been here five minutes and she's already acting like the Queen of Sheba... Oh and Denise, please send it to me within five minutes, Paul needs it soon. Thank you. Really! He he, good to see who's the boss, eh Denise? Really! Er, Anna, I think you've upset Denise...? Upset Denise? You were a bit rude when you asked her to help. Was I? Remember what I said Anna. Just using please to ask someone to do something can sound a little rude. Oh. Instead of saying 'Please send me the file' you could say 'Could you possibly send me the file?' or 'Would you mind sending me the file?' Oh! English is so confusing! I'll try to remember that. Oh no, the printer isn't even set up! Tom? Yeah? Please help me withI mean, could you possibly help me with the printer? Er... I need to finish this email to a really important new client. But it's really urgent. Would you mind writing your email later? Okay, since you asked so nicely. Let's have a look... Well, it's a good thing Anna has understood how to use 'could' and 'would' to ask for things, before she upsets anyone else. Let's hear those phrases again: I was wondering if you could do something for me? Would you be able to print out a file for me?
Anna:
Denise: Tom: Denise: Narrator: Anna: Narrator: Anna: Narrator:
Anna: Narrator:
Anna:
Tom: Anna: Tom: Anna: Tom: Narrator:
Paul: Paul:
English at Work
Paul: Anna: Anna: Narrator: Denise:
Could I have it within ten minutes please? Could you possibly help me with the printer? Would you mind writing your email later? The printer seems to be working well, but how well are Anna and Denise working together? Are these two going to be enemies? Really! 'Denise do this! Denise do that!' I'm telling you Sharon, I've almost had enough! I get treated like I'm some kind of servant!
Listening comprehension question What reason does Tom give for being too busy to help Anna with her printer? Tom says he has to send an email to a client.
English at Work
English at Work
Episode 6: Double-booked Offering to help
Anna: Denise: Paul: Narrator: Tom: Narrator: Tom: Narrator: Anna: Narrator:
Look forward to hearing from you soon. Kind regards, Anna. (on the phone) ... And Margery said: 'I don't think I've ever seen a vegetable quite that size before...' Where's that hole-punch?! Ah, business as usual in the offices of Tip Top Trading. Oh for goodness sake! What a disaster! I can't believe it! But one member of the team seems bothered. Arrgh! Anna, this is the moment to show youre willing to help. Yes! Use phrases like 'Is there anything I can do?' 'Let me help!' or, to be more informal, you can say, 'Can I give you a hand?' or 'Give me a shout if you need anything!' Right. Go on! Are you okay Tom? (grumpily) No. Is there anything I can do? (grumpily) No. Oh. What's wrong? Everything. I see. Can I give you a hand?
Anna: Narrator: Anna: Tom: Anna: Tom: Anna: Tom: Anna:
English at Work
Tom:
My computer has crashed. I've lost my phone. And there's a big, big problem with my timetable. Ive got two meetings scheduled at the same time with two extremely important clients. I can't do them both at once! Let me help. Thanks Anna, but these are big, big clients. They need someone of experience. Well, give me a shout if you need anything! I can handle this, alright? 'I can handle this'... ungrateful idiot. But you used all the right phrases Anna, well done. Anyway, I bet he'll change his mind. Oooh, I know, and the purple ones are so much more powerful... Anna? Could you help me? Ha! I told you so! They've both arrived at once! Oh god! I'll deal with Mrs Kumquat... Okay. You talk to Mr Lime, he's from a company called Citrus Ventures. They own hundreds of juice bars. Are you sure that's a good idea Tom? I don't have much choice, do I? Well I couldJust keep him occupied Anna, tell him how great he is... no, no, tell him how great I am. Find out what he wants. If it's about the - well, never mind, just be nice. Understood. Mr Lime! Are you well? Yes, but I'm actually rather angry too. Ah, well let me introduce you to Anna! Mr Lime, it's a pleasure to meet you! Let me help with your coat.
Anna: Tom:
Anna: Tom: Narrator:
Denise: Tom: Narrator: Tom: Anna: Tom:
Denise: Tom: Denise: Tom:
Anna: Tom: Mr Lime: Tom: Anna:
English at Work
Mr Lime: Anna: Mr Lime: Anna: Narrator:
Oh er... Thank you. Can I give you a hand with your scarf too, Mr Lime? Oh... Thanks. Now, please come this way and you can tell me what's wrong. Well done! Anna used some good phrases to step in and help with this mess. Let's hear them again:
Is there anything I can do? Let me help. Can I give you a hand? Give me a shout if you need anything. Narrator: But Mr Lime is obviously upset about something. What is it? And how will Anna deal with the problem? Let's hope it doesn't end in disaster!
Listening comprehension question What does the company Citrus Ventures do? It runs juice bars.
English at Work
English at Work
Episode 7: Mr Limes grapefruits A pologising
Narrator:
Ah hello! Welcome back to Tip Top Trading the UK's leading wholesaler of imitation fruit. Today you're joining us in the middle of the action! Anna is with an important client Mr Lime, from Citrus Ventures. He's angry and she'll have to calm him down. She could cope brilliantly here or this could be a horrible mess! Well Mr Lime, how can I help you? On Monday I was meant to receive 8,000 plastic grapefruit from Tip Top Trading. Yes. The delivery was made on Tuesday. Oh dear. And instead of 8,000 plastic grapefruit, I got 800,000 plastic pineapples! Right Anna, this is serious. You're going to have to apologise and show that you really mean it. Say: I'm really sorry to hear that. I'm really sorry to hear that, Mr Lime. What on earth am I going to do with 800,000 plastic pineapples? Show Mr Lime that you understand the problem. These are phrases you can use: That's totally unacceptable. That must have been very inconvenient for you. And then promise to fix the problem. Say: You have my word that we will sort this out. We can do something to make up for the inconvenience. It won't happen again.
Anna: Mr Lime:
Anna: Mr Lime: Anna: Mr Lime: Narrator:
Anna: Mr Lime: Narrator:
Mr Lime: Anna: Mr Lime:
800,000 plastic pineapples! That's totally unacceptable. I didn't even have anywhere to put them - and pineapples are so much bigger than grapefruit!
English at Work
Anna: Mr Lime:
It must have been very inconvenient for you. It certainly was! When he took my order, your colleague Tom told me that Tip Top Trading was the most reliable firm in the industry! You have my word that we will sort this out. We'll remove the pineapples and have your grapefruit sent via express delivery this afternoon. Good. Thank you. And we could include some of our latest-edition imitation oranges to make up for the inconvenience. Oh! Well, that would be nice! Tip top Anna! Excellent work and excellent words. They're made with revolutionary premium faux-orange, laser-curvedefinition technology... you will be the first to have them! Wow, now that's good customer service! Tell me, do you have any other artificial fruits in this range? Yes. Well, it's a bit of a secret, but you're a trusted client, so I think I can tell you... Go on... We're about to unveil a new Imperial Lemon. Really? I can't tell you any more for now. But Yes... Maybe we could present it to you more formally in a couple of weeks, when it's ready for release...? Sounds perfect. You would be the first to see it! Excellent. Thank you, er... Anna, isn't it? Yes. A very pretty name. Thanks. It's spelled the same forwards and backwards.
Anna:
Mr Lime: Anna:
Mr Lime: Narrator: Anna:
Mr Lime:
Anna:
Mr Lime: Anna: Mr Lime: Anna: Mr Lime: Anna:
Mr Lime: Anna: Mr Lime: Anna: Mr Lime: Anna:
English at Work
Mr Lime: Anna:
Is it really? Anyway, Mr Lime, we'll fix this grapefruit problem for you, and I promise you, it won't happen again. Good, good. You're new here, aren't you Anna? Yes. Well I look forward to working with you. What a success! Mr Lime has come away a very happy customer! Here are the phrases Anna used while apologising:
Mr Lime: Anna: Mr Lime: Narrator:
I'm really sorry to hear that, Mr Lime. That's totally unacceptable. It must have been very inconvenient for you. You have my word that we will sort this out. And we could include some of our latest-edition imitation oranges to make up for the inconvenience. I promise you, it won't happen again. What will Anna's boss Paul have to say about her work today? Join us next week to find out.
Listening comprehension question How many plastic grapefruit was Mr Lime meant to receive from Tip Top Trading? 8,000
English at Work
English at Work
Episode 8: Room 301 Giving praise
Paul:
Good afternoon.
Anna & Tom: Hi, good afternoon. Paul: Narrator: Anna, Tom, room 301 please. Now. Welcome back to Tip Top Trading, where things are a teeny bit tense today. Paul has called Tom and Anna into room 301, the place where difficult conversations happen. Perhaps Paul has found out about yesterday's unhappy clients. Oh dear. You should be okay Anna. After the way you coped with Mr Lime, you should be praised. Really? What do you think Paul will say? Well, if he is pleased, he'll say things like: Well done. You handled it well. Great job. I'm really impressed. Anna: Narrator: Paul: And if he's not? Well, I suppose oop. Heres Paul now! Well, Tom, Anna... Yesterday was not a great day. Two clients came in with serious complaints. Mrs Kumquat received a delivery of imitation bananas that were purple, not very convincing. And Mr Lime ordered grapefruits, but got pineapples. Tom. Yes. Were you responsible for these errors? Well... yes, but Look, mistakes happen. But it seems that Mrs Kumquat left our offices even angrier than when she came in and she says she will never use Tip Top Trading again.
Tom: Paul: Tom: Paul:
English at Work
Tom: Paul: Tom: Paul: Anna: Paul:
I tried my best. Hmmm. I understand you told her to spray-paint the bananas and to 'stop being such a miserable old witch'. Yeah, well look, she'd been very rude to me. If you weren't such a good salesman I would fire you for that. Anna. Yes. Well done. Not only was Mr Lime satisfied that his problem would be resolved, but we might even get some extra business from him, thanks to your Imperial Lemon proposal. I hope so. You were in a difficult situation and you handled it well. You remained calm, friendly and professional. So, great job. I'm really impressed. I'm going to
Anna: Paul:
(phone rings) Paul: Tom: Anna: Tom: Anna: Tom: Paul: Who's that? Oh no. It's a call from the USA. Oh god! What? Its the boss! Whose boss? Ours! The big, big boss, based in America. Shhhh! (on the phone) Hellooo? Ah, good afternoon Mr Socrates, I mean, er- morning, ha ha, where you are it's yes, no, n-yes . I'm not sure. Mrs Kumquat did she? well, it was very unfortunate . purple, yes . totally unacceptable . I will. If you'd like I could . Mr Socrates? Hello? Mr Socrates? Oh, he's gone. Right where was I? Tom, great work. Anna, I'm disappointed. No, no, Anna, great work, I want you to take charge of the Imperial Lemon presentation. Tom, if you speak to a client like that again there will be disciplinary action. Mrs Kumquat was so angry she even emailed Mr Socrates. Ok, thats it. Narrator: Phew! What a relief for Anna. Let's listen again to some of the phrases Paul used to praise her:
Well done. You were in a difficult situation and you handled it well.
English at Work
So, great job. I'm really impressed. He also explained why he thought Anna had done a good job: You remained calm, friendly and professional. Excellent work Anna. But Tom's mistakes have given everyone a lot of work to do tomorrow. Paul: First thing tomorrow we need to sort this mess out. Tom, I want you to phone every single client and check the orders. Anna, you can go to the warehouse and find out what's going on in there! Listening comprehension question In which country is the big boss of Tip Top Trading based? America / United States
English at Work
English at Work
Episode 9: The warehouse Checking information
Narrator:
Welcome back! This is what's happening today: as a result some of embarrassing mistakes in deliveries, Tip Top Trading's big boss in America has ordered a re-check of every order this month. So, Paul is talking to key customers to see if they've got what they needed: I just want to check you're happy with the grapes? Tom, whom we all know was responsible for the disaster, is phoning his clients to make sure he has the correct information about what they want: Ya, yah, I just want to make absolutely sure we get the order right for you and have the correct number of fruit... Denise is, well, talking on the phone to a friend. Brown shoes don't look right on him! He's not a brown shoe sort of person... Anna has to go down to the warehouse, where the products are prepared for delivery. I have to speak to Mr Ingle. Apparently he's not very friendly! He might not like me asking lots of questions! Well, be polite, and start your sentences with things like: I just want to make sure that... Could you possibly clarify... I just want to check... Just to be absolutely clear... One thing I wasn't sure of was...
Paul: Narrator:
Tom:
Narrator: Denise:
Narrator:
Anna:
Narrator:
Narrator: Anna: Ingle:
Good luck! Mr Ingle, I don't think we've met yet, I'm Anna. Hello. Oi! What are you doing with those boxes? I told you to put them in storage. Anna, eh? Yes, sorry to bother you, I just want to check something. We've had a few problems with orders.
Anna:
English at Work
Ingle:
Well, that's not my fault. I do exactly what I'm asked to do. (To workers) No, not there, in storage! Oh, well, I just want to make sure that. Thirty years I've been doing this job, and I've never made a mistake. Of course, but because we've had problems, we need to make absolutely sure that all deliveries are correct. Humph. Could you possibly clarify what went out in today's delivery to Mr Berry of, er, Bluetree Enterprises? 500 redcurrants. Right. That's fine. Well done Anna, this is going very well. Remember that other phrase "I just want to check" OK. Now, I just want to check what was sent to Cocoline Limited it should have been fifteen mangos That's right. Great, and just to be absolutely clear, you sent the soft mangos, not the plastic ones? Yes, just like I was told to. Good. One thing I wasn't sure of was whether we had enough yellow bananas in stock I know there are some purple ones, butWe do need more yellow bananas. Okay, I'll just write that down. Thank you Mr Ingle. By the way, I like your overalls! Oh thanks. Well he was a bit unfriendly, but Anna got what she needed. Here are the phrases she used: I just want to make sure that... Could you possibly clarify... I just want to check... Just to be absolutely clear... One thing I wasn't sure of was...
Anna: Ingle: Anna:
Ingle: Anna:
Ingle: Anna: Narrator: Anna:
Ingle: Anna:
Ingle: Anna:
Ingle: Anna: Ingle: Narrator:
English at Work
Well, everything in the warehouse seems to be okay. Back in the office, Tom is having less luck. Tom: Narrator: (on the phone) Really? Here it says 5,000 not five... oh... It's going to be a long day for him! Until next time. Bye!
Listening Challenge What kind of fruit was sent out to Mr Berry of Bluetree Enterprise? Answer: redcurrants.
English at Work
English at Work
Episode 10: The brainstorm Language for disagreeing
Narrator:
Welcome! The team at Tip Top Trading are hard at work, making plans for the launch and presentation of their latest product: the revolutionary, almost real Imperial Lemon. They are 'brainstorming', sharing ideas on how to make their lemon a success. But it needs to be bright! This is much more exciting. But having three colours would work better. There is a lot of disagreement going on, which is putting Anna's vocabulary to the test! Right, I'm taking the final decision: the colour scheme will be green and yellow, so that's that. Now, the first presentation will be to er, Mr, er, Slime. Mr Lime. Oh, er, Mr Lime - that bit of biscuit looked like an 's' Mr Lime, thank you Annabel. Anna. Mr Lime and his team at Citrus Ventures. Ideas please! Why don't we offer Citrus Ventures a special opening offer: 20% off Imperial Lemon orders made this month. Hmm... We could even do that for all our regular clients. That would be a big risk. No. If we do that once, all our clients will start asking for 20% off everything. No, I disagree.
Tom: Anna: Denise: Narrator:
Paul:
Anna: Paul:
Anna: Paul: Anna:
Paul: Anna: Denise: Anna: Denise: Anna:
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Denise: Anna: Narrator:
We'll be bankrupt! No, you're wrong. Er- Anna, maybe you should find a better way of saying you disagree with Denise. I'm so frustrated! I can't think of the right words. It helps if you try phrases like: Well, I'm not so sure about that... then explain why. Or start your sentence with 'but' when you want to disagree with what has just been said. Or, to seem more polite, you can try: I see your point, but actually I think... I'll try. And don't be aggressive Anna - and give your reasons too, or you'll upset Denise again! OK. Well, I'm not so sure about that. I think it will improve our sales of lemons and make our clients happy. Happy clients will come back to buy more. Yes, that's a good point Annabe - Anna. But 20% is a lot maybe 5% would be better. But if we're going to make a special offer, we should make it so good that everyone will say yes! But people might think there's something wrong with our lemons and that we're desperate to get rid of them. I see your point, but, if we explain this is just a special offer for special clients, they'll understand. I like that idea. Good: 20% off for all regular clients just for this month. Anna, you'll be making the presentation to Citrus Ventures, so make sure you include that offer. Uh-huh. Yes. Right, next, what photos do we have of the lemons...?
Anna: Narrator:
Anna: Narrator:
Anna:
Paul: Tom: Anna:
Denise:
Anna:
Paul:
Tom: Anna: Paul:
English at Work
Narrator:
Finding the right words to disagree in meetings isn't always easy, but Anna managed in the end. She started sentences with this short word to show that she was about to disagree with what had just been said:
But... And used these phrases: I'm not so sure about that...... I see your point, but actually I think... The next big challenge for Anna will be her presentation to Citrus Ventures. Join us again soon to find out what happens! Anna: I've got to do a good job but it's going to take me ages. Ah well, I had better get started otherwise I'm going to be here all night!
Listening Challenge: What discount does Anna suggest giving to their clients who order the Imperial Lemons? Answer: 20%
English at Work
English at Work
Episode 11: Overtime Language for working long hours
Narrator:
It's late at the offices of Tip Top Trading. Anna is alone, working. Again. She's been doing this all week, she wants her presentation to Mr Lime to be perfect so she's been spending hours and hours on it. Anna? Don't interrupt! I'm busy. Woah! Sorry. Anna, you're really burning the candle at both ends. What? Burning the candle at both ends it means working very hard working late and getting up early to work all the time. Oh. I didn't know that expression. Well here are some more: You're doing overtime; which means you're working longer than office hours. You're putting in the hours; which means you are spending all the time needed to achieve something. Yes, I'm putting in the hours to make sure my presentation is perfect. And if you don't mind me saying so, you might burn out; which means you are working so hard that you might get very tired and run out of energy. I'm not burning out. I'm full of energy. I just need to finish this bit... My goodness, nothing's locked. Do you think we've been burgled? Oh no! I left my lap-book and my me-pad on the desk... and my i-top they're worth thousands! They're all the latest versions! I left out my elephant mug and my lady-curve nail file. They better not have stolen them! (Talking in her sleep) but it's premium, premium, faux-orange premium!
Anna: Narrator: Anna: Narrator: Anna: Narrator:
Anna: Narrator:
Anna: Narrator:
Anna: Denise: Tom:
Denise: Anna:
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Tom: Denise: Anna: Tom: Anna: Denise: Tom: Denise:
Anna? It's Anna, she's asleep. Anna! (waking up with a jump) Oh! Lemons! Denise? Tom? Have you spent the night asleep at your desk Anna? Is it morning? Oh dear, yes I think so. Well, at least we haven't been burgled then. Anna, you've really been burning the candle at both ends lately. Yes, you've been doing hours and hours of overtime. Most people get their work done within office hours and anyway, we don't pay overtime here. Youll never find me working late! Yes, I'd noticed that Denise. But this presentation must be perfect. If you're not careful, you'll burn out! Then you'll really be of no use to anyone. You'll be as useful as a chocolate teapot. It's good that you're putting in the hours Anna, but you should calm down. Look at me, I do very successful presentations without spending hours preparing. Ha! In my presentation to Every Apple I just swooshed in with no preparation after a night on the town. I charmed them. They loved me! Idiot. I bet he actually spent hours preparing he just can't admit it. Well, maybe you're right. I can't think clearly anymore, I'm so tired. I need to sleep properly otherwise I'll end up trying to sell bananas instead of lemons. Anna has finally got the message: she's realised she's been working too much. She needs to be realistic. Here's a reminder of some of the phrases we heard to talk about how much Anna had been working:
Tom: Anna: Denise:
Tom:
Denise: Tom:
Narrator: Anna:
Narrator:
Burning the candle at both ends. Doing overtime. Putting in the hours. Burning out.
English at Work
Let's hope she's thinking clearly by the time she has to do her presentation. Join us next time to find out! Bye.
Listening Challenge What phrase does Denise use to mean Anna will be no use to anyone? Answer: As useful as a chocolate teapot
English at Work
English at Work
Episode 12: The big day Opening presentations
Narrator:
Hello, welcome to the offices of Citrus Ventures! It's a big day for Anna, she's about to present Tip Top Trading's new Imperial Lemon to Mr Lime and his colleagues. This must not go wrong. revoltionary laser-curve.... revolUtionary laser-curve... revolHow are you feeling today Anna? Scared! I want to do really well. If I mess up and Citrus Ventures doesn't place an order, I'll be so upset. You're well prepared, that's the main thing. Remember that the beginning of your presentation is especially important. Explain clearly how your presentation will be organised. OK. Oh dear, I didn't think of the very beginning. Can you give me examples of what I should say? After you've introduced yourself, you could say: Today I'm going to... and explain. Then say: I'll start by... And then I'm going to move on to discuss And finally... OK, like this: Today I'm going to... I'll start by... And then I'm going to move on to discuss And finally... Exactly. Right, thanks, I'll try. Everything will be fine. I feel relaxed now. Anna! Mr Lime! How lovely to see you. You look absolutely... I've been looking forward to this for days! Everyone is waiting in the meeting room. Come this way.... Oh gosh.
Anna: Narrator:
Anna:
Narrator: Anna: Mr Lime: Anna: Mr Lime: Anna:
English at Work
Mr Lime:
Everyone in Citrus Ventures is very excited about this new Imperial Lemon, so I allowed a few extras to come and watch, I hope you don't mind. All your equipment has been set up so you can begin! Hello, I'm Anna of Top Tip TradingI mean, Tip Top Trading, sorry! I'm very unhappy to be here. Anna- focus! I mean, I'm very happy to be here. Anna, breathe deeply, then say: Today I'm going to... Today I'm going to... Today I'm going to present our revolutionary, new Imperial Lemon. I'll start by telling you a bit about Tip Top Trading and some of the exciting new developments at our company. And thenIm going to move on to explain how the Imperial Lemon is designed and what makes it so revolutionary. And finally, you will all have a chance to see it close up for yourselves and ask questions. So, let's begin. This picture shows... Well, as usual, Anna seems to be turning a difficult situation into a success. She used the phrases we discussed, which made her opening clear and well-structured. She said:
Anna: Narrator: Anna: Narrator: Anna:
Narrator:
Today I'm going to... I'll start by... And then I'm going to move on to discuss And finally... But that's just the beginning, now she's got to get through the rest of the pitch how will that go? Anna: Narrator: this picture shows.oh no, why isnt it workingI should just click on this.oh, whats wrong with this stupid computer! Uh oh! It was all going so well but now Annas got computer problems. What is she going to do? We'll find out next time. Bye!
Listening Challenge
Where is Annas presentation taking place? The answer is at the end of the pdf transcript. (Answer: In the meeting room at Citrus Ventures)
English at Work
English at Work
Episode 13: The Imperial Lemon Making a pitch
Narrator:
Hello, welcome back to the offices of Citrus Ventures! (broken computer + murmur of people at meeting, as proceedings have been interrupted) Anna's presentation to Mr Lime and his colleagues continues... Well, almost! Her computer has jammed and the presentation, along with her notes, are frozen.
Anna: Narrator:
Oh no, this is terrible! Anna, you're going to have to manage without the slideshow or notes. Just talk! Just talk! Just talk! You just talk! What on earth am I going to say? My mind is blank. Try to remember the key points you wanted to share, and give them one by one. If you can, give some facts that support each point. For example: Tip Top Trading is growing fast our number of clients doubled last year. Use phrases like this: The company has a strong track record of... Let me share with you... The Imperial Lemon's key strengths are...
Anna:
Narrator:
Anna:
OK. Ahem! (murmurs die down) Sorry about that, I'll just have to continue talking without the slideshow. So, ahem.... Tip Top Trading is growing fast our number of clients doubled last year. This is because our company-
Narrator: Anna:
Yes, but try not to bark out information like a robot. Look people in the eye, slow down and try to be more conversational.oh, and smile! (more conversationally) Tip Top Trading is growing fast our number of clients doubled last year. This is because our company has a strong track record of reliability and because, thanks to new technology, our fruits are more and more convincing. Our bananas have won awards for being the most authentic-looking fruits in Europe.
English at Work
We are very happy that Citrus Ventures is already among our clients and we hope to build on that by offering you more exciting new fruits. Let me share with you our latest product: (sound of unzipping of a bag) the Imperial Lemon. (impressed murmur from the audience) The Imperial Lemon's key strengths are its design and flexibility. It is made with revolutionary faux-orange-premium, laser-curve-definition technology... (fade out) Narrator: What an excellent performance from Anna. She focussed on some key points, supported them with facts and structured her answer clearly. She also managed to relax and sound more natural. She used these phrases: The company has a strong track record of... Let me share with you... The Imperial Lemon's key strengths are... Let's fast-forward to after the meeting to see if she gets an order. Anna: Mr Lime: Anna: Mr Lime: Anna: Mr Lime: Narrator: so thank you for your time, I hope you're impressed with our Imperial Lemon. Fantastic Anna, fantastic! Thank you. Those... lemons wow. I'd like to put in an order for three hundred thousand right away. Of course. Now, what's your direct phone number? Good work. Although, I must say, Mr Lime seems just as excited about Anna as he is about the lemons. Hmm....watch out Anna! Until next time!
Listening Challenge
Question: What does Anna say are the key strengths of the Imperial Lemon? Answer: Its design and flexibility.
English at Work
English at Work
Episode 14: Telephone tell-tale Giving feedback
Narrator:
Hello. We're back at Tip Top Trading. Anna is very busy dealing with Mr Lime's big order for Imperial Lemons. (phone rings)
Anna:
Yes?... Who?... I can't hear you. Mr what? What? Mr Who? I don't know, you tell me. Oh, you are Mr Hu... H-U: Hu. Er... No, Tom's busy. Call back later. Bye. (hangs up) Tom, Mr Hu called you. Mr HuMr Hu: H-U Anna, Mr Hu is a very important(phone rings) Oh! What now?! (answers) Yes?
Tom: Anna: Tom:
Tom: Anna: Paul: Anna:
(to himself) I'm going to have to talk to the boss about this. No. I'm busy, give me your number, I'll call you later. Yep, yep, 6... 8... thanks. Bye! (hangs up) Right, now where was I? Anna, could I have a word? Yes. (to herself) Ohhh, he must want to tell me how pleased he is with the Citrus Ventures deal. (door closing)
Paul: Anna: Paul: Anna:
Now, Anna... biscuit? Thank you. I'm a little bit concerned about something. (to herself/whispering) "I'm a little bit concerned..." Doesn't that mean something bad?
English at Work
Narrator: Paul: Anna: Narrator: Paul: Narrator: Paul: Anna: Paul:
Yes, Anna, Paul is using a polite turn of phrase to say he is unhappy about something. Let's see what he's got to say.... I think you need to work on your telephone manner. Work on my telephone manner? It means the way you talk on the phone is not good enough and you have to improve it to work on it to make it better. Perhaps you should think about Perhaps you should think about that's a polite way of telling you to do something! Anna, are you listening to me? Yes, sorry, I was just sort of, err, talking to myself. Could you repeat what you said please? Right, I'll start again. I said: I'm a little bit concerned about your telephone manner. You need to work on the way you speak to clients. Perhaps you should think about being a bit more polite to clients; it's important for the image of the company. Oh (close to tears) okay. You can go now take another biscuit with you that's my last chocolate wafer, you lucky thing! (door opens and closes)
Anna: Paul:
Denise: Anna: Denise: Anna: Denise:
Anna? Is everything all right? (crying) Yes. What's the matter? (between sobs) Paul says I need to w-w-w-work on my telephone manner. Well I was a bit concerned about it myself. And I think Tom actually mentioned it to Paul. (Anna breaks down in renewed sobs). But, look, I'll help you if you like. I'm a bit of an expert on the phone. I'll give you some lessons.
Anna: Denise:
Oh thank you. Come in early tomorrow morning, before the others get here and we'll practise.
English at Work
Anna: Narrator:
Thank you Denise, that's very kind. Wow! Denise is actually being nice to Anna. Amazing! Although from what I've heard of Denise on the phone, she's only ever gossiping with friends. Paul was very gentle and polite in the way he explained to Anna there was a problem and that she needed to improve some things. He used these phrases:
I'm a little bit concerned about... You need to work on... Perhaps you should think about... Let's see if Denise manages to teach Anna anything useful next time. Until then! Listening Challenge Question: What does Paul say Anna should be more of when she is on the phone to clients? Answer: More polite.
English at Work
English at Work
Episode 15: Seb Lime More about telephone manner
Anna: Denise: Narrator:
(answering the phone) Yes? Stop! That's all wrong. I'm going to call you again. This time Hello. Here we are in the middle of a telephone training session with Denise and Anna. What fun! this time, you don't say 'yes' when you answer, it's rude. Call me and I'll show you how it's done. (sound of 4-digit dialling, then phone rings) Hello? Tip Top Trading.
Denise:
Anna: Denise:
Wow, thats good. And, you can say your name. Hello? Tip Top Trading. Denise speaking. Try it. (dialling, then ring)
Anna: Denise: Anna: Denise: Anna: Denise:
Hello? Tip Top Trading. Denise speaking. No! What? Say: "Anna speaking!" Oh, sorry, I'm so stressed by all this. Hello Anna speaking. You sound like you're sitting on a pineapple. Listen to my voice: Hello? Denise speaking. Hello? Anna speaking. Good. Now, when the person has introduced themself this is Mrs Smith or whatever, say: Hello Mrs Smith, how can I help you? Or, if you know them already, you might say: Hello Mrs Smith, how are you?
Anna: Denise:
English at Work
Anna: Denise:
Okay, what if Mrs Smith wants to speak to Tom but he's not there? You say: "I'm really sorry, he's not available at the moment. Can I take a message?" Or: "I'm afraid he's busy, shall I ask him to call you back?" Okay. And, to end a conversation, you can say: "Thank you for calling, goodbye." Let's do another practice! (phone rings)
Anna: Denise:
Anna: Denise: Anna: Denise: Anna: Denise: Anna: Denise:
Hello? Tip Top Trading. Hello, this is Mrs Smith. Hello Mrs Smith, how can I help you? I'd like to speak to Tom please. I'm really sorry, he's not available at the moment. Can I take a message? That's okay, I'll try again later. Okay. Thank you for calling, goodbye. Excellent! (phone rings) Oh!
Anna: Denise: Anna: Mr Lime: Anna: Mr Lime: Anna: Mr Lime:
How did you call me without dialling? I didn't, that's a real call! Oh no, I'm all nervous now. Hello? Tip Top Trading. This is Anna speaking. Hello Anna, this is Seb Lime. Sublime? Mr Lime from Citrus Ventures. But I think we should be on first name terms now, so call me Seb. Okay, er, Seb. How can I help you? I just wanted to say again that your Imperial Lemon is fantastic... and I was wondering if you'd like to do lunch with me sometime?
English at Work
Anna: Narrator: Anna: Mr Lime: Anna: Mr Lime: Denise: Anna: Denise: Anna: Narrator:
Lunch? Er... I knew it! Mr Lime is interested in more than just your lemons! Would you like to discuss the Imperial Lemon? Forget the lemons Anna! The reason I want to see you is more of a personal nature. Personnel? moment... bbbut Well Anna! Mr Lime eh? Oh dear Denise, I think I need a bit more help from you. He wants to talk about personnelpeople, staffing Are you sure? I think he means a personal nature, not personnel! That Mr Lime! Oh! Mr Lime indeed. Anyway, Anna had an excellent phone manner. Let's hear those phrases again: Hello? Tip Top Trading. This is Anna speaking. Hello? Anna speaking. Hello Mrs Smith, how can I help you? Hello Mrs Smith, how are you? I'm really sorry, he's not available at the moment. Can I take a message? I'm afraid he's busy shall I ask him to call you back? Thank you for calling, goodbye. But how is Anna going to handle Mr Lime's request? I can't wait till next time! Bye! Er... Can I call you back? I'm afraid I'm a bit busy at the
Listening Challenge
What does Seb Lime want Anna to do? (Answer: To go for lunch with him)
English at Work
English at Work
Episode 16: Slimy Limey! Politely refusing
Narrator: Denise: Anna: Denise: Anna: Tom: Denise: Anna: Tom: Denise: Anna: Tom: Anna: Tom: Anna: Tom: Anna:
Hello! You're joining us again after Anna's call from Mr Lime he asked her to lunch, remember. Now Anna and Denise are flapping. ...and before you know it, he'll be asking you to marry him! Trust me Anna, this has happened to me dozens of times! But I thought he was only interested in the lemons! Please promise me you wont mention this to anyone. OK, I promise. Oh, shhhh! Good morning. What's going on? Mr Lime has asked Anna to lunch! Please And? And it's not to talk business! I saw him looking at her with big eyes, from the moment he first saw her! Denise! Old Slimy Limey eh? Lucky Anna! He's not slimy, it's just Don't tell me you said yes?! Well I didn't know what to say. You didn't? No, no, I said I was busy and would call back. I wanted to just say no, but with everyone complaining that I'm not polite on the phone... I just... I didn't know how to say it politely. Ha ha, I'll tell you what to say.
Tom:
English at Work
Anna: Denise: Anna: Tom: Anna: Tom: Anna: Tom: Denise:
Hang on, let me write it down... why do all the pens keep disappearing? Here's one. Thanks. Okay, I'm listening Tom. Say: go... (writing) go... ...away... Slimy Limey. Go away Slimy Limey. Are you sure? Of course! Don't listen to him Anna. This is what you say: Thank you for your offer. But I'm really sorry, I won't be able to. Then explain why, say I'm afraid blah blah blah
Anna: Denise: Anna: Denise: Anna:
Blah blah blah? Say it's against company policy to have non-business lunches with clients. Meaning? You're not allowed to if it's not for business. Then say: It wouldn't be appropriate. So, with regret, I'm going to have to say no. Okay, I think I've got that all down. Thanks. He'll be waiting for my call. (dials phone)
Mr Lime: Anna: Mr Lime: Denise: Anna: Mr Lime: Denise: Anna:
Hello, Seb Lime speaking. Hello Mr Lime. Anna! Please, call me Seb. So, when can I invite you to lunch? (whispering loudly) Thank you for your offer... Well, thank you for your offer. But I'm really sorry, I won't be able to. Oh? (whispering loudly) I'm afraid... I'm afraid it's against company policy to have non-business lunches with people.
English at Work
Mr Lime: Denise: Anna: Mr Lime: Anna: Mr Lime: Anna: Mr Lime: Anna: Narrator:
Really? Oh how tedious! (whispering loudly) It wouldn't beShhh! Pardon? No, not shhh you Mr Slimy I meant shhhh Denise! Mr Slimy? Oh no! I mean Mr Limey Lime er Seb! You see, it wouldn't be appropriate. So, with regret, I'm going to have to say no. I think I've understood. Goodbye Anna. Goodbye. Oh dear, he didn't take that too well. But, apart from a little mistake, Anna did well there. Here are the phrases she used to politely refuse the offer of lunch: Thank you for your offer. But I'm really sorry, I won't be able to. I'm afraid it is against company policy It wouldn't be appropriate. With regret, I'm going to have to say no. Good job Anna, bad luck Mr Slimy!
Listening Challenge
What excuse does Anna give Seb Lime for not going to lunch with him? (Answer: She says it is against company policy)
English at Work
English at Work
Episode 17: Lemon-sized luxury boxes How to place an order
Narrator:
Welcome to the offices of Tip Top Trading... (ongoing sound of annoying mobile phone ringtone)
Tom: Anna: Narrator:
Anna, are you going to answer that? Er, well, no. It's stopped now anyway. ...where Anna is behaving strangely. (ringing starts again)
Denise: Anna:
I gave you a long lesson on how to answer the phone and you're still too scared! It's not that. (desk phone starts ringing)
Tom: Denise: Anna: Tom: Anna: Denise:
For goodness sake! Then what? I recognise the number - it's Mr Lime! Ha! Old Slimy Limy, he must be absolutely desperate to get you to have lunch with him even after your cruel rejection. Here, I'll answer for you. No! I'll answer. Hello, Tip Top Trading, Anna's phone... no, this is Denise speaking, Anna's busy at the moment. Can I take a message?... Yes... right.... I'll pass that on to her then thank you for calling. Goodbye. Well. Nothing about lunch. He wants each Imperial Lemon you deliver to come in a luxury green box like the one you had at the presentation. My goodness, we don't have many in stock, I'll have to order some. Erm...(dials a number) Hello, this is Anna speaking from Tip Top Trading, I want some imperial lemon-sized luxury boxes. British Broadcasting Corporation 2012 Page 1 of 3
Anna: Denise: Anna:
English at Work
Narrator: Anna: Narrator: Anna: Narrator:
Woah, woah, woah. What? Let's make this order a bit more politely okay? Why are the English so obsessed with being polite!? Calm down Anna and listen to me. To put in an order for something, you need phrases like: I'd like to place an order for... We're going to need... Could you send... Could we also have... When can we expect to receive them?
Anna:
Right... Hello, sorry about that... I'd like to place an order for some imperial lemon-sized luxury boxes, please... we're going to need quite a few... could you send 300 please... yes... the green ones... could we also have the name of our company on the sides... when can we expect to receive them...okay, thank you, goodbye. There! How was that?
Narrator: Denise: Anna: Denise: Tom: Anna: Denise: Anna: Denise: Anna: Narrator:
Good, well done! You'd better phone back Mr Lime to confirm he can have his boxes! Oh no! He's your client! Yes Anna, he's your client! I'm scared he'll try and ask about lunch again. Then send him an email. Good idea! Copy in me, Tom and Paul, so its clear you mean business only. Yes. Thanks Denise! An email is much safer. Is it, Anna, is it? Hmmm... Anyway, here are the phrases Anna used to place her order: I'd like to place an order for... We're going to need... Could you send...
British Broadcasting Corporation 2012
Could we also have... When can we expect to receive them? Let's see if Anna's email is really such a good idea. I have a bad feeling about it. Until next time! Listening Challenge
What colour are the Imperial lemon-sized luxury boxes? (Answer: Green)
English at Work
Episode 18: The email Writing an email
Narrator:
Hello, Anna's just arrived at her desk to start the day at Tip Top Trading. Paul is walking towards her, eating a biscuit, he looks a bit bothered. Anna? Yes, Paul. Come and have a biscuit in my office. Now Anna, about Mr Lime.
Paul: Anna: Paul:
Anna: Paul: Anna: Paul: Anna: Paul: Anna: Paul:
I didn't say yes! Pardon? Yes to what? Oh, nothing. You sent him an email yesterday and copied me in. Yes. Your email reads: boxes ok. pls c-d-u cfirm wnt 300 ta. Yes: please could you confirm you want 300. Right. Now that's not really the best way of writing an email to a client, is it? Oh. Please could you re-send your message to Mr Lime, using actual words that make sense. Okay. Thank you. Have a chocolate crunchy! Thanks.
Anna: Paul:
Anna: Paul: Anna:
English at Work
Tom: Anna: Tom: Anna: Tom: Anna: Tom:
Morning Anna. Hello. Let me guess, Paul just spoke to you about your email? How do you know? You copied me in remember, I just read it or tried to. But what's the problem? Other people write like that! No, maybe some people write text messages like that in an SMS message on their phones, but that is completely the wrong style for an email to a client. Okay Anna, let's stop listening to Tom, he's a waste of space. These are the kinds of phrases you need in a business-related email: Dear Mr Lime... I hope you are well. I am writing regarding... Please could you confirm... Yours sincerely, or Best wishes.
Narrator:
Anna:
Thank you! I'll rewrite my message. There! I'd better get it checked before I send. Denise? (On the phone) yes... the other problem with Stephanie is that her legs are just too long... Oh, she's on the phone. ... yes, like trees... I'll have to ask Tom. Tom? Mm? Could you read this through before I send it? Hang on, let me just finish this sentence. Its really important. Im ready, lets have a look. Okay. (reading) Dear Mr Lime, I hope you are well. I am writing regarding your request for luxury boxes for the Imperial Lemon Delivery. We will indeed be able to supply them. Please could you confirm that you want 300. Best wishes, Anna. Well?
Denise:
Anna: Denise: Anna: Tom: Anna: Tom:
Anna:
Tom:
Its good, it's much better. Send it. Hopefully Mr Lime will think your last message was just someone sitting on your keyboard by mistake. Thanks. You're not... What? Nothing. It's none of my business. What? You're not ever going to go to lunch with Mr Lime are you? I mean, in a non-business way... No of course not! I mean I dont care it's just... important to... stay professional. Yes. Hmmm.... well, I had a feeling Anna's email was going to cause problems. But at least she won't make a mistake like that again. Heres a reminder of the phrases she used in her new, improved email. Dear Mr Lime... I hope you are well. I am writing regarding... Please could you confirm... Best wishes. Until next time, bye!
Anna: Tom: Anna: Tom: Anna: Tom:
Anna: Tom: Anna: Narrator:
Listening Challenge
What is Anna trying to confirm in her email? (Answer: That her company can provide 300 luxury boxes to Mr Lime)
English at Work
Episode 19: The open window Language for explaining a misunderstanding
Narrator: Anna: Denise: Anna: Denise: Anna: Denise: Anna:
Hello, it's a chilly start to the day at Tip Top Trading. Hi Denise! Good morning Anna. Brrr... it's so cold in here. The window was left open overnight. My papers have been blown everywhere. Mine too! Tom was the last one here last night it must've been him who left the window open. Brrr.... Right then, to work! Oh, there's a note from Paul, it must've fallen off my desk: 'I would like your ideas on our stock management system for our new laser-curve fruit range, so we know we can keep up with demand. Please write me a couple of pages of suggestions and leave it on my desk. I'll be back this afternoon.' Wow! I have to come up with ideas for a stock management system! Gosh, where do I begin?! Good morning. Morning! Hey, my certificate for Plastic Pear Salesman of the Year is on the floor! Right... stock management systems... stock-up on your laser-curved lemons My first idea is to calculate the total. Later
Tom: Anna: Tom: Anna:
Well, Anna has finished her report and left it on Paul's desk, but things aren't that simple. Er, Anna, there's going to be a problem. Oh? A problem, bbbbut Let me teach you some phrases you might need to explain that there's been a mistake: I think there's been a misunderstanding.
English at Work
Or: There's been a bit of a mix-up. Anna: Narrator: Anna: Paul: All: Paul: Tom: Paul: Tom: Paul: Tom: Paul: Anna: But what misunderstanding? What mix-up? You could also use: Let me explain what happened... ButAh, good afternoon everyone. Hello. Tom, this is an excellent piece of work! Sorry? These are by far the best ideas you've ever had. I don't understand. Our stock management system! Can I see? Oh, that's not mine. Eh? I think there's been a misunderstanding. I did it.
Paul+Tom: You? Anna: Paul: Anna: Tom: Anna: Tom: Anna: Denise: I got your note Paul, here. No, no, that note was for Tom. Oh, then there's been a bit of a mix up. Did you take that note from my desk? No, no! I suppose you threw my pear salesman certificate on the floor at the same time too! I didnt! Let me explain. The wind must have blown the note for Tom under my desk. Tom left the window open overnight. Our papers were blown all over the place.
Paul:
I see, well, golly gosh. In that case, well done, Anna! Excellent work, even though you weren't meant to do it. And Tom, your ideas are still welcome of course. Thanks. Sorry Tom. What? Oh, I'm not bothered. I've still got some great ideas in my head anyway. Yeah, right! Let's leave Tom to get on with his 'great ideas' and listen again those phrases Anna used to explain the misunderstanding: I think there's been a misunderstanding. There's been a bit of a mix-up. Let me explain what happened. Well, the mix-up gave Anna a chance to shine Paul certainly seemed impressed with her work. Maybe it will bring her new opportunities. Until next time, bye!
Listening Challenge
Tom found one of his certificates on the floor. What was it for? Answer: Plastic Pear Salesman of the Year
English at Work
Episode 20: The Team Meeting Setting an agenda for a meeting
English at Work Episode 20 Team meeting Narrator: Hello, welcome back to Tip Top Trading. An office meeting has been scheduled, but Paul is running late. He's asked Anna to take charge and start the meeting without him. Here you go Anna, it's a print-out of the agenda for the meeting. Thank you. Oh dear, I'm not sure if I know the right words to start meetings. Well, you can say something like: Thank you for coming. There are five items on the agenda today. Anna: Narrator: Items? It's a fancy way of saying 'things'. Then you list them: Firstly, secondly, after that, and then, finally... Yes, that's easy. At the end there is often something called 'any other business'. Any other business? That's anything else that wasn't listed on the agenda, but that people want to talk about. I expect Tom will want to talk about how great he is and Denise will want to talk about her new hairdresser or something. Then when it's time for the meeting to end, you can say: Let's wrap up. It means let's finish. To wrap up. Okay, I'll do my best. Oop, it's time, everyone is gathering. (The meeting starts) Thank you.. thank you for coming. Paul will be here soon, but he asked me to start the meeting. There are (counting to herself) one, two, three, items on the agenda today. Firstly, the stock management systems. Secondly, plans for a teambuilding activity (collective groan). After that, the colour of our new apples and finally any other business, before we can wrap up.
Denise: Anna:
Narrator:
Anna:
English at Work
Paul:
(arriving) Oh golly gosh, there you are, here I am, good. Hello everyone. Sorry I'm late. I'd just opened the meeting. Great. Remind me what the first item on the agenda is? Stock. Stoc k? Stock, stock, stock, stock. Ah yes, stock management systems, yes, right. Well that's mainly to announce that we need to start developing a good stock management system so we can meet the huge demand Im expecting for these laser-curved fruits. Anna, I'd like you to lead on that. (quiet murmur of surprise)
Anna: Paul: Anna: Paul:
Anna: Paul:
Me? You want me to be in charge of the stock management systems? Anna's had some excellent ideas already and I think she'll do a great job. For these new fruits, stock control will be key to supplying our customers with laser-curve oranges, laser-curve lemons, laser- curve Well, that was good news for Anna, but not surprising, after all her hard work. She opened the meeting well, too. Here's a reminder of the phrases she used: Thank you for coming. There are four items on the agenda today. Firstly... Secondly... After that... Then... And finally... Any other business. And then we can wrap up. Theres only one problem for Anna now, winning over Mr Ingle the warehouse manager that wont be easy. Well, time for me to wrap up now. See you soon! Bye!
Narrator:
Anna:
Narrator:
Listening Challenge What was the second item on the agenda for today's meeting? (Answer: Plans for a team-building activity)
English at Work
English at Work
Episode 21: Dont panic! Language for asking for help
Narrator:
Hello, welcome back to Tip Top Trading where everyone is gossiping about Pauls announcement that Anna is to lead the companys new stock management system for the new laser-curved fruit.
(Denise on phone) Denise: Yes Annathe new girlshes done really well although I dont know what experience shes got.anyway, about the hairdresser you mentioned, oh I loved his aftershave I cant understand it. Ive got all the experience and all the ideasshes just such a Tom. Sorry to interrupt, I just wanted to check youre ok with me leading this strategy for stock management. Oh of course not. You deserve it. That was a nice touch Anna. But Tom, now you must help me. Eh?! Anna! Thats not the best way to ask for help. Remember what Ive always told you about politeness? Be polite yes you keep telling me that. And if you want someone to help you, ask them, dont tell them even if it is Tom! Oh right. Im in a bit of a panic. Ive never done this before. I dont know where to begin. Well start by asking your colleagues for help like this: I would be most grateful if you could give me some help Please could I ask you for some advice? I know youre busy but could you spare me a few minutes of your time please? Go on, give it a try!
Tom: Anna: Tom: Narrator: Anna: Tom: Narrator: Anna: Narrator: Anna: Narrator:
English at Work
Anna:
Right, thanks. I'll try. Erm, excuse me Tom. Sorry about earlier. Im a little nervous about leading this strategy thing and I would be most grateful if you could give me some help.please? Of course Anna. Why didnt you say, Id be delighted. Ive lost count of the number of projects Ive lead over the years. Great, thanks. Sowhere do you think I should begin? Give me a few minutes and Ill find some of the excellent work I did last year. Youll just need to copy it really. Hold on Ah Annajust popping out for some biscuits.err, hows the stock management strategy coming along? Oh very good Paul.actually, please could I ask you for some advice? Yes of course.although I dont know if Ill be much use! now where did I save those damn documents ? Im very grateful for this opportunity but Im a little unsure of where to start. Tom is looking for some his old work but Really?! To be honest, this isnt Toms speciality. At a time like this I would ask Denise. Denise!? Yesshe may only be the office assistant but she always has words of wisdom. Rightcustard creams of chocolate digestives? What? Biscuits? Ohcustard creams please. Err, Denise, I know youre busy but could you spare a few minutes of your time please? Of course Anna, always happy to help you. Well you know the stock management control system? The one youve now got to work outwell done for getting that! Thanks. I really dont know where to begin. It was OK writing it down for Paul but how do I put it in to practice? Theres just too much to do! Calm down Anna. Youll be fine. The first thing you need to do is to look at our current system. Look at our current system. How do I do that?
Tom: Anna: Tom: Paul: Anna: Paul: Tom: Anna: Paul: Anna: Paul: Anna: Paul: Anna: Denise: Anna: Denise: Anna: Denise: Anna:
English at Work
Denise:
Easy! Just take the lift down to the warehouse and speak to Mr Ingle and then write down what you find and draw up an action plan of tasks you need to do like a shopping list Im very good at those. Go and see Mr Ingle? Oh do I have to. Hes ok really Anna. If you approach him in the right way he wont bite your head off! What? Bite my head off! Ohwell, if he wont bite methen I suppose I should go and see him. Thanks for your advice Denise, I could kiss you. Right, Im going to go and see him right now. Make an action plan! A good idea. Well done Denise, youre smarter than you look! And well done Anna, you eventually got the help you needed by using these phrases: I would be most grateful if you could give me some help Please could I ask you for some advice? I know youre busy but could you spare me a few minutes of your time please? Remember, if youre stuck for ideas just ask for helpbut maybe not Tom, I wonder how hes getting on?
Anna: Denise: Anna:
Narrator:
Tom:
(shouting across room) Here Anna, Ive got them. Look, all my ideas from my last stock control projectpages and pages of them. J ust copy these, theyre brilliant. Anna? Anna! too late, Ive just seen her in the lift. Fancy a custard cream Tom? So Anna is off to speak to the prickly Mr Ingle. Lets hope she uses those phrases to ask for help, otherwise she might get her head bitten off and it could get very messy! See you next time.
Paul: Narrator:
Listening challenge: What does Denise advise Anna to do first when planning the stock management strategy? (Answer: To look at the current system)
English at Work
English at Work
Episode 22: The smoker Language for making a polite request
Narrator: Anna: Narrator: Anna: Narrator: Anna:
Hello, welcome back to Tip Top Trading where Anna is going downstairs to speak to warehouse manager, Mr Ingle. Youre looking a bit nervous I am. Denise says if I speak to him in the wrong way, he might bite my head off! Relax Anna. Its just an expression to mean he might be a bit aggressive. Oh! Youll be fine, just use the right polite phrases oh, and smile! OK, I will. Oh look Im here now
(Warehouse door opens) Anna: Mr Ingle: Anna: Mr Ingle: Anna: Narrator: Anna: Mr Ingle: Anna: Narrator: Anna: Mr Ingle: Mr Ingle, are you there? Id be most grateful if you could give me some oh, whats that smell and smoke Mr Ingle! Oh, oh (coughs) Mr Ingle. Youre smoking! Well its my lunch break so Im allowed a cigarette, arent I? Really? Are you sure? No, hes not Anna! Smoking in a public place is illegal its against the law. Its dangerous too - youve got to do something about this. Oh right. Mmm, er, Mr Ingle, you mustnt smoke its wrong. Says who? Err, Me? Anna. Youll have to do better than that. Be polite, but be firm too. Try saying, would you mind not doing that please? Ill try. Mr Ingle, would you mind not doing that please? Whys that then?
English at Work
Narrator: Anna: Mr Ingle: Anna: Mr Ingle: Anna: Mr Ingle: Anna: Mr Ingle: Anna: Mr Ingle: Anna: Mr Ingle: Anna: Narrator:
Hes not being very nice is he? You need to give your reasons. Say, Im afraid its against company policy go on you can do it. Mr Ingle Im afraid its against company policy. And it is actually against the law to smoke here and its not a nice smell, is it? It smells OK to me. Well, Im sorry to have to ask you this but you need to put it out. Put what out the cat?! No. You need to extinguish your cigarette please. Says who? Well, Im sure your team wouldnt like to see you breaking the law and besides, it could cause a fire. That would be awful. Yeah, I suppose it would. I could get you some nicotine gum if you like? No, its OK. Ill stub it out as you asked so nicely. Thank you Mr Ingle. Well keep it a secret this time, but please dont do it again. Im afraid its just not permitted on company premises. Whatever! Oh and Mr Ingle, I still really like your overalls. Bye! Nice one Anna. You dealt with Mr Ingle really well. You kept your cool and explained the reasons why he shouldnt smoke. Lets hope he doesnt do it again Anna. I hope not. I hate the smell of cigarette smoke. But I never got to ask him about stock management. Well, maybe its best to leave it for another time? Annas had a tricky day so far dealing with Mr Ingle but she was firm and fair in the language she used. Heres a reminder of the phrases she used: Would you mind not doing that please? Im afraid its against company policy. Im afraid its not permitted. Sorry to have to ask you this but
Anna: Narrator:
Paul: Anna:
Ah Anna, there you are. (sniffing) Have you been smoking? No!
English at Work
Paul: Anna: Paul: Narrator:
You smell of cigarette smoke. Look, I know youre under pressure but smoking in the building is not permitted. Bbbut We take this very seriously. You had better step in to my office and well talk about this. Oh dear! Annas in trouble for no reason. Lets hope she explains the mix up, but that means telling Paul about Mr Ingle smoking. This is going to be difficult. Until next time, bye!
Listening Challenge
What other word does Anna use to mean put out your cigarette? (Answer: To extinguish)
English at Work
English at Work
Episode 23: Risky business (Health and safety policy)
Narrator:
Welcome back. Things are quite tense at Tip Top Trading today. Paul, the boss, mistakenly thinks Anna's been smoking on company premises and she's trying to explain herself. But, but Frankly, I'm disappointed with you Anna. You're a hard worker but it doesn't mean you can go against company policy. Anna, remember the phrases we've learnt about a misunderstanding! Oh yes. Paul, I think there's been a misunderstanding. A misunderstanding? How can you explain the smell of cigarette smoke? This is a 'no smoking' building. Let me explain. I went down to the warehouse to speak to Mr Ingle and well someone else was smoking. What!? Someone was smoking in the warehouse? Golly gosh, that's highly dangerous. Who was it Anna? Err well I can't really say. But I dealt with it and it won't happen again. Yes, you dealt with it very well Anna but can you keep your secret about Mr Ingle safe? Thank you Anna and sorry about the misunderstanding. Would you like a biscuit? Now I really think it's time we had a review of our health and safety procedures.
Anna: Paul: Narrator: Anna: Paul: Anna: Paul: Anna: Narrator: Paul:
Door opens Paul: Denise: Tom: Denise: Door closes Denise, could you gather everyone round in the meeting room please. (On phone) I'll have to call you back Marge. (Hangs up) Could you all gather in the meeting room please, Paul has something important to say. What is it Denise? Is it about my fantastic sales figures again, huh? I doubt it Tom. It sounded urgent. I'd better bring some tea.
English at Work
Paul:
Thank you for joining me. Unfortunately, there has been an incident in the warehouse. Someone has been smoking and I'm not happy, so I thought I would remind you of our health and safety procedures. Not this again! Your safety is our responsibility. But to keep safe we must follow some simple rules. Denise, what's the first one? (Slurps tea) If you see a fire, raise the alarm oh and call the fire service. Yeah, you love seeing those firemen, don't you, Denise! Shhh Tom. Maybe you could tell us the other rule? Oh yeah right. If you hear the fire alarm, get out quick. Not exactly Tom. I think we should walk calmly to our nearest fire exit, following the green signs, go outside and meet at the fire assembly point. Yes, and I will take a register of who is here, using my red pen (slurps tea). Do you mind not slurping Denise? This is thirsty work. Hmm. Now is everyone clear about what to do if there is a fire alarm? It's usually a false alarm anyway. That's not the point. Now Anna, what about smoking? No smoking on company premises. But it wasn't me, it was Mr Ingle. Mr Ingle! I see, so it was Mr Ingle smoking in the warehouse. You should have told me Anna. Sorry! Right, I'm going to have to look into this. Back to work everyone oh and take a biscuit with you. So Anna's let the cat out of the bag Mr Ingle won't be pleased but at least she now knows what do if a fire breaks out. Here are some of the phrases we've heard today, that can be used in an emergency: If you see a fire, raise the alarm. Walk calmly to your nearest fire exit. Meet at the fire assembly point. No smoking on company premises.
Tom: Paul: Denise: Tom: Paul: Tom: Paul: Denise: Paul: Denise: Paul: Tom: Paul: Anna: All: Paul: Anna: Paul: Narrator:
English at Work
Fire alarm Tom: Denise: Narrator: Sorry to interrupt Paul but the fire alarm's going off! Don't panic anyone. Everything will be OK. (On phone) Jane, I'll have to call you back yes, a bit of a panic. Bye. Quick, where's my red pen? Uh-oh. Those emergency phrases might come in useful sooner than you think. Is this going to be the end of Tip Top Trading, will it really go up in smoke? Find out next time. Bye.
Listening Challenge
What colour are the fire exit signs? (Answer: Green)
English at Work
English at Work
Episode 24: No smoke without fire Words to use in an emergency
Fire alarm Denise: Tom: Denise: Anna: Denise: Paul: Narrator: Tom? Here. Anna? Here Denise. And Paul? Yes, yes I'm here and there's no need to panic. That was just a fire drill a practice. Phew, Tip Top Trading is safe for now. It was just a fire drill. What a busy day this is turning out to be. Hey Anna, remember next time it could be for real so are you happy about what to say if you have to take charge? Oh, not really. Just keep calm and say things like: There's no need to panic. Please leave the building and meet outside. Use the stairs not the lift. And when you're outside, you could say: is anybody missing? Anna: Paul: OK, thanks, but I hope I'll never need to use them. Well done everyone. Hopefully you all know what to do in the unlikely event of a real fire. Now, to celebrate, I'm off to buy some really nice biscuits for all of us you know, those special double-choc ones. Back to work everyone.
Anna: Narrator:
Back in the office Denise: Tom: Anna: Honestly! I was in the middle of an important call. Yeah, and you never got see those firemen in action, did you Denise? Look at the time. I really need to get on with my work.
English at Work
Tom: Fire alarm Denise:
Yeah, and I've got to check on the latest football I mean share prices. Hold on, can anyone smell smoke?
(On phone) I don't believe it! The fire alarm's gone off again. I'll call you back Marge. (Hangs up) Oh, where's Paul when you need him? Anna, you're going to have to take charge. Me? What about Tom? It looks like Tom has gone already. Remember Anna, use those phrases to keep everyone calm and informed about what to do. OK. Err there's no need to panic. Please leave the building and meet outside. Hold on, I just need to grab my elephant dung notepad and red pen. Come on then Anna, into the lift. No Denise. We must use the stairs not the lift. Oh, with my knees! Jump up Denise, I'll carry you.
Anna: Denise: Narrator: Anna: Denise: Anna: Denise: Anna: Outside Anna: Narrator: Anna:
(Quietly) Could I have your attention please. Louder Anna. This is urgent! (Loudly) Could I have your attention please! I need your full attention. Please stay calm. I'm sure there's not a fire, just a bit of smoke. Is there anybody missing? Well, there's no smoke without fire, hey Tom! Tom? Tom? Has anyone seen Tom? That's Tom coming out of the building and he's carrying someone on his shoulder!
Denise:
Anna: Tom: Anna: Mr Ingle:
It's Mr Ingle from the warehouse! (Out of breath and coughing) It's OK everyone I've put the fire out it was in the warehouse. Mr Ingle had been smoking. Mr Ingle! Err yeah sorry.
English at Work
Narrator:
Sorry indeed! Mr Ingle's in serious trouble now. But well done Anna for dealing with that emergency and getting everyone out of the building. Here are some of the phrases she used: There's no need to panic. Please leave the building and meet outside. Use the stairs not the lift. And when you're outside, you could say: Is anybody missing? Seems like Tom is a bit of a hero. He has his uses! But hold on, who's this?
Mr Socrates: Anna: Mr Socrates:
Say Honey, looks like I've come at a good time. Have you seen a guy called Paul round here? He's not here, he's gone to buy some err biscuits. Can I help? Yeah sugar. I'm Mr Socrates, Paul's boss and I've come to sort this business out.
Tom & Denise: Mr Socrates! Narrator: Oh no! The head of the company's in town. This means trouble. See you next time.
Listening Challenge: Who does Tom carry out of the building on his shoulders? Answer: Mr Ingle
English at Work
English at Work
Episode 25: The big cheese Language for booking a hotel
Narrator:
Hello again. Things haven't been going well at Tip Top Trading. There was a fire in the warehouse, caused by my Mr Ingle's cigarette and now Mr Socrates the big boss from America - has turned up unexpectedly. So honey, you are? Anna. I'm Anna, I work here as a sales executive. We haven't met before. We sure ain't. Looks like I've arrived just in the nick of time. (Out of breath)what's going on..oh, Mr Socrates! Golly gosh, what an unexpected pleasure. Unexpected alright. Looks like this company is in a mess. Err yes. It was OK when I popped out for some biscuits.erm, would you like one? Biscuits?! They're cookies man. Look, now what do I have to do to get a triple-shot, organic, skinny cappuccino round here? I'll get you one Mr Socrates. It's OK honey. I need you to book me a hotel room. You...what's your name againPaulyou can fetch me one. Right Anna. Booking a room for Mr Socrates. This is something you can't get wrong. Well I've never done it before. I'm sure you'll be OK. When you book a room, here's what you could say: Hello, I'd like to check availability and prices for a room please. Does the price include breakfast? Are there any business facilities such as internet and wi-fi? I'd like to go ahead and make the reservation please. OK I'll give it a try. But where shall I look? Try searching on the internet. Look for a five-star hotel. He is a five-star guest after all. Good luck. Thanks. I better get back to the office and get started.
Mr S: Anna: Mr S: Paul: Mr S: Paul: Mr S: Anna: Mr S: Narrator: Anna: Narrator:
English at Work
Tom: Anna: Tom: Anna: Tom: Anna: Tom:
Hi Anna. Oh hi Tom. Well done for saving Mr Ingle in that fire. You were very brave. It was nothing really. Soerr...what are you doing? I've got to book a hotel for Mr Socrates. No! You know, we must be in trouble. He never visits. Really? So where shall I book him in to? Well my friend runs a fantastic hotel it's five star! It's called the Royal Imperial. Look, I've got his number. Give him a call, mention my name. You're bound to get a special rate. Thanks Tom. No problem. Oh but don't forget, I've heard Mr S only likes a room with a single bed in it. He gets spooked out if there's another empty bed. Oh right. OK, I might as well give it a try.
Anna: Tom: Anna:
DIALLING NUMBER ON PHONE Receptionist: Anna: Hello. Royal Imperial Hotel.
Oh, hello. I'd like to check availability and rates for a room. When for?
Receptionist: Anna:
For three nights from tonight. Your best room please!
Receptionist: All our rooms are the best! Butyes, we have one. It's 100 a night. Anna: Right. I work with TomTom Darcyhis friend runs the hotel. I wondered if you could offer me a special rate? Tom Darcy? No I've never heard of him. Sorry, it's still 100.
Receptionist: Anna:
Does the price include breakfast?
Receptionist: Yes. We offer a full continental breakfast of toast, or bread, oh, and teaor coffee.and cereal. Anna: Oh. And do you have any business facilities? Well, we've got paper and pens.
Receptionist: Anna:
I was thinking, internet, wi-fi shoe-shine?
English at Work
Receptionist: Anna:
Yes. We've got that.
Good. And most importantly, is this a single room? We've only got twin rooms.
Receptionist: Anna:
Twins? You've only got room for twins? No. We could take a bed out and just leave one in, if you want?
Receptionist: Anna:
Oh that would be perfect. In that case, I'd like to go ahead and make a reservation please. Good. How would you like to pay?
Receptionist: Narrator:
Well done Anna for booking the hotel but I have a feeling Tom's recommendation may not be as luxurious as he says. Let's hear the phrases Anna used when booking a hotel: Hello, I'd like to check availability and prices for a room please. Does the price include breakfast? Are there any business facilities such as internet and wi-fi? I'd like to go ahead and make the reservation please. So the room is booked. I wonder what Mr Socrates will think of it? He's a particularly fussy man as we'll find out next time. Bye!
Listening Challenge
How much is the nightly rate for the hotel? (Answer: 100)
English at Work
English at Work
Episode 26: You cannot be serious! (Language for complaining)
Narrator: Paul: Denise: Paul: Denise: Paul: Denise: Narrator: Anna: Narrator: Anna:
Welcome back to Tip Top Trading where everyone seems a bit flustered. and we really need the best biscuits there are. Yes, and Ive made sure theres tea and coffee and the carpets? Uh? have they been cleaned. Dont panic Paul, all taken care of. You see, the big boss from America, Mr Socrates, is in town and everything must be just right. Whats he like Anna? Well, so far he seems OK. A bit bossy, quite short and a bit smelly! Well, he did just fly in from the States. But you booked him into a good hotel so hopefully hes had a chance to clean up. I hope so! (Phone rings) Oh, I had better get that. Hello? Ah hello Mr Socrates, did you sleep well? Oh! I see I see erm well oh, I dont know Tom said it was five-star well OK goodb- Oh, hes hung up. Everything OK Anna? You look a bit pale. It was Mr Socrates. Hes not happy. Golly gosh, oh dear. Whats the matter? Its his hotel room. He doesnt like it. The beds too soft, too small and its a single room not a twin room. Oh yes, he likes to have two beds in the room for some reason. But Tom said he only likes a single bed in the room. Really? Oh no, he insists on a twin something to do with business partners he says. Anything else?
Paul: Anna: Paul: Anna: Paul: Anna: Paul:
English at Work
Anna: Denise: Paul:
Yes. He says he wanted freshly squeezed orange juice for breakfast, not the stuff out of a carton. Anything else?! A view of Mount Everest perhaps? Yes, thank you Denise. Well, we really must sort this out. We cant afford to upset Mr Socrates. Now Anna, you chose this hotel, I really think you need to sort out this mess. It was Toms suggestion Just sort it, quickly. Oh golly golly gosh. Uh oh Anna. Time to do some complaining. What are you going to say? Oh... I dont know. Im not very good at complaining. Well, Anna. Keep your cool and politely tell the hotel why youre not happy. You could say: Im very disappointed with your service. The standard of service is not good enough. The room I booked did not meet my expectations Good luck Anna!
Anna: Paul: Narrator: Anna: Narrator:
Anna: Receptionist: Anna: Receptionist: Anna: Receptionist: Anna: Receptionist: Anna: Denise: Receptionist: Denise:
OK. Here goes. (Dialling phone and ringing) Hello. Royal Imperial Hotel. Erm... hello I want to I want to complain. Really? About what exactly? Your hotel Well, I mean, a room I booked for my boss. Room 101. Im very disappointed with your service. And whys that then? Well, the room isnt like the one I booked. Its just not good enough. Hmm. Lets have a look at the booking well your boss got a bed and breakfast too a continental breakfast in fact. But the room just didnt meet his expectations hello? Give me the phone Anna, Ill deal with this. Now hello Miss? Miss Fit. Miss Fit? This is the office assis- I mean Manager here. This isnt good enough. My colleague has made it quite clear that the room did not
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meet our requirements and I would like you to resolve this matter as quickly as possible or I will have to cancel our reservation. Receptionist: Denise: Narrator: Sadly, we have no other twin rooms available and anyway Alright, Id like to speak to your manager please. Really! Good old Denise. I can tell shes done this before but will talking to the manager really sort things out? Lets remind ourselves of some of the phrases you can use when you need to complain: Im very disappointed with your service. The standard of service is not good enough. The room I booked did not meet my expectations. And to get things sorted you could say: I would like this matter resolved as quickly as possible. Or: I would like to cancel my reservation and get a full refund. Lets see if Denise has sorted things out? Paul: Denise: Paul: Anna: Denise: Paul: So have you managed to sort out Mr Socrates? Oh yes, Annas got him a new room. Thanks Anna, Ill let him know. And what about the orange juice? Errr Freshly squeezed, every morning! Oh golly gosh, that reminds me, we need some here in the office. Hes going to be here any minute and he says hes got some important news for us. Listening Challenge
What type of hotel room did Mr Socrates really want? Answer: a twin room
English at Work
English at Work
Episode 27: Getting down to business (Language for delivering bad news)
Narrator:
Hello again. Its the big day and Mr Socrates is about to arrive at the offices of Tip Top Trading to talk officially to the team. What is he going to say? And more importantly, will he get his freshly squeezed orange juice? Quickly everybody hes coming out of the lift with Paul. Anna quickly, get a glass of orange juice ready. and if we come through this door here we get to the office and morning everyone. Im sure weve all met Mr Socrates on the day of the fire but today everything is a bit calmer and well hes here to say hello. Hi! Biscuit Mr Socrates? Biscuit? You mean a goddamn cookie. Thanks. Err, Mr Socrates, Im Anna. Would you like some orange juice freshly squeezed? You betcha as long as its made from Florida oranges. Hey Anna? Aint you the girl who booked my hotel room? Oh yes, sorry about the bed and Hey, you got me a new room, it was great. You did a good job there. Well done. Oh thanks. Hello. Its Tom. I recommended the hotel, it was a Tom. Everyone, shall we gather round and hear what Mr Socrates has to say? Please. Hey errr, whats your name Paul. Yeah you. Dont you think I should be sitting in the big chair? Sorry. Yes of course. (Shuffling) There you go.
Tom: Denise: Paul:
Mr S: Denise: Mr S: Anna: Mr S: Anna: Mr S: Anna: Tom: Paul: Mr S: Paul: Mr S: Paul:
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Mr S:
Now. Tip Top Trading. Ive gotta give it to you straight. Things aint looking good, in fact the outlook is gloomy. The global recession has led to a meltdown in the plastic fruits sector. And Ive got to announce a profit warning. We just aint selling enough of these bananas, oranges and lemons to make any money. Theres a bit of an economic squeeze on lemons! What?! (To herself) Oh dear. Im not sure what hes talking about but it sounds bad. It is Anna. Hes delivering some bad news without hiding the truth. Thats why he said Ive got to give it to you straight. He said the outlook is gloomy which it means the future doesnt look good. And he menti oned a profit warning, which means company profits are probably going to go down. Crikey! That is bad. What does it mean? Just keep listening for now. so, this calls for action. Im going to have to (interrupts) Oh no, not me Mr Socrates, Ive been a loyal employee, I couldnt face being unemployed. Tom, calm down. Im not talking about redundancies yet. Gosh, well that calls for another biscuit. My plan is were going into Europe.
Paul: Mr S: Anna: Narrator:
Anna: Narrator: Mr S: Tom: Denise: Mr S: Paul: Mr S:
SOUNDS OF SURPRISE AND INTEREST FROM THE TEAM Anna: Paul: Tom: Denise: Mr S: You mean were moving to Europe? No, no Anna. I think he means were going to sell plastic fruit to the European market. Oh right! Great. Mr Socrates, Ive lots of experience with Europe. I had a holiday in Spain once twice actually. Well well have to make sure our phones can make international calls. Hmm. I think youre gonna need some help with this , so Im bringing in my best marketing executive, Rachel. What she doesnt know about selling to Europe, you dont wanna know. Shell be here in a few weeks time.
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Denise: Mr S: Denise: Mr S:
Do you know if she prefers tea or coffee or orange juice perhaps? Look Diana Denise Denise. Like Dennis right? Shell want the best the best tea, coffee and the best team. Ill expect improved results and profits. If not your necks will be on the line especially yours Paul. (nervously) Oh, chop chop. Wed better get to work. Scary! Your necks will be on the line he means their jobs will be at risk if things dont improve. Its a worrying time for Tip Top Trading. Lets remind ourselves of the phrases Mr Socrates used to deliver bad news: Ive got to give it to you straight The outlook is gloomy Ive got to announce a profit warning Lets hope this new marketing strategy for Europe is going to work. How are you feeling Anna?
Paul: Narrator:
Anna: Narrator: Paul:
A little nervous. But Im going to try my best to make sure this new strategy works. Thats the spirit Anna! Right everyone. I think we need to take Mr Socrates down to the Rose and Crown after work for a pint or two and show him some true English hospitality. How about it? I dont drink. Ah well, perhaps some lemonade? Oh dear. This should be interesting. Until next time, bye!
Mr S: Paul: Narrator:
LISTENING CHALLENGE: Which market does Mr Socrates want to focus the business on? Answer: The European market
English at Work
English at Work
Episode 28: Home truths (keeping your language professional)
Narrator:
Hello again. Tip Top Tradings big boss, Mr Socrates has announced a new strategy to sell plastic fruit to Europe and hopefully keep the company afloat. But before the real work begins its time for him to enjoy some good English hospitality at the pub, courtesy of the team from the London office. Lets join them now
ARRIVING AT THE PUB Tom: Well welcome to the Rose and Crown, it is small, not like one of those bars you get in your country. Can I get you a pint Mr Socrates?
Mr Socrates: A what? Tom: A pint. A pint of beer, its really nice here if you like it
Mr Socrates: I dont drink. Just an orange juice, freshly squeezed. Paul: On go on Mr Socrates, one pint wont hurt. Youve got to have a pint of beer when you come to a pub.
Mr Socrates: Oh very well. Ill try one. It had better be good. Tom: Denise: Youll love it. Ill get it. Three pints of your best beer please Mr Landlord. Denise, are you OK getting your own? Im a bit short of cash. Oh right. Mr Socrates, Anna said she would be along soon. She had some work to finish. Shes such a hard worker.
Mr Socrates: Good to hear. She seems like a smart cookie. Now lets try this beer mmm, not bad, a little warm but tasty. Paul: Oh, you drank that quickly would you like another one?
Mr Socrates: Sure. DOOR OPENS Anna: Denise: Hi everyone. Sorry Im late. Hi Anna. Look Mr Socrates is enjoying our English beer. I t hink its going to his head.
Mr Socrates: (Loudly) Anna! Our best worker. Get Anna a drink.
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Tom:
Yes Mr Socrates. Of course Mr Socrates.
Mr Socrates: Anna, come over here, lets talk. Anna: Tom: Oh right. What about There you go Anna. I got you some crisps too. So what are we talking about?
Mr Socrates: Nothing. Thank you bye bye. Tom: Oh right. Bye bye. Yes, Ill go and talk to Paul and Denise. Ill just be over here.
Mr Socrates: What a loser. I can tell hes all talk and no action. Anna: Well, Toms a good worker really and
Mr Socrates: and as for Paul. God, what a manager. Always eating cookies. You know he was fired from his last job because Narrator: Anna: Narrator: Anna: Anna, I think hes getting a bit too personal. That beer is making him say things he shouldnt. I know. What should I say? Try saying its not appropriate to talk like that or could we change the subject please. OK thanks. Erm, Mr Socrates I dont think its appropriate to talk like that, could we change the subject please?
Mr Socrates: Oh, sorry have I said too much? Maybe we should talk about you. I like you Anna. Youre keen but youve got a lot to learn and I think you should wear more black it makes you look thinner Narrator: Anna: Hes out of order. I think hes saying too much. Ask him to keep the conversation professional. Right, good idea. (To Mr Socrates) Erm, Mr Socrates, thank you but can we keep our conversation professional. Theres a lot to discuss about our European market strategy.
Mr Socrates: Yeah, right, absolutely right. Anyway, youre gonna have to lead this one not that Tom guy. Im thinking of firing him, his results arent that great and Tom: sorry to interrupt, just wondered if youd like some nuts?
Mr Socrates: Hey Tom, I was just saying to Anna your results havent been good and Im thinking of
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Anna:
(flustered) of having another drink thinking of having another drink. Mr Socrates, did you know Tom actually has a great idea for selling lasercurved oranges to Spain? (puzzled) Do I?
Tom:
Mr Socrates: Thats good to hear Tom. Email them to me and Ill check them over tomorrow. Anna: Of course he will, Mr Socrates. Now how would you like to drink something, errr, less strong? Orange juice perhaps?
Mr Socrates: Na, I think Ill try some more of the English beer. THE TEAM ALL CHEER Narrator: I think Anna has just done Tom a big favour shes stopped him getting fired - for now. Sometimes conversations with your boss can get too personal but I think Annas got the hang of keeping things professional. Heres a reminder of what she said: Its not appropriate to talk like that. Could we change the subject please? Can we keep our conversation professional please? Narrator: Tom: Anna: Tom: Anna: Tom: Narrator: So Anna seems to be Mr Socratess favourite team member but now shes got some explaining to do to Tom. Anna, what were you talking about to Mr Socrates? Ideas for selling lasercurved oranges to Spain? He was going to fire you so I was trying to tell him you had great ideas. What?! You helped me? Anna, I dont know what to say. I I I Yes? I need to go back to the office to work on some ideas. Good idea. Keep it professional, eh Tom? Until next time. Bye!
LISTENING CHALLENGE: What is the name of the pub the team takes Mr Socrates to? (Answer: The Rose and Crown)
English at Work
BBC Learning English English at Work

Episode 29: Putting the feelers out The language used in cold calling
Narrator: Bye bye Mr Socrates. Hes flying back to America leaving Tip Top Tradings London team trying to work out how best to focus their business on the European market. Sorry to keep you waiting. I had to go to the airport with Mr Socrates to see him off. We had a good chat in the taxi and he said some very positive things. Oh yes. Like what? Err, well well, how nice English beer is. Yeah but what about the European marketing strategy what are we going to do about that? Well, Anna is supposed to lead on that, Im taking a more biscuitorial control over it. A what? It means you do all the work while he eats all the biscuits! Do you mind Tom. Now, what Im thinking is we put the feelers out do some cold calling, see what people are buying at the moment. Cold calling? But I like to be warm when Im on the phone. No Anna. Cold calling is when you call prospective clients when theyre not expecting you to, to ask them something or to sell them something. Im very good at calling people. Yeah, usually the hair dresser! So Paul, where do we begin, who do we call? Track down some potential clients in Europe, see what theyre buying now, see what they want in the future. Make them think its our laser-curved fruit they want! But keep your calls brief, international calls are very expensive. OK Anna, its time to cold call. What are you going to say? I dont know.
Paul:
Denise: Paul: Tom: Paul: Anna: Tom: Paul: Anna: Denise:
Tom: Paul:
Denise: Narrator: Anna:
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Narrator:
Find someone to call, then be pleasant and polite. When you call, ask to speak to the person who deals with buying or purchasing. And then ask that person if they could spare a few minutes of their time. OK. Here goes. (Looking through a telephone directory) Lets have a look fruit growers, fruit pickers, fruit traders Fruit Traders International (Dials number) 0-0-4-3-9-8-4-5-5-4-4. Bonjour? (surprised) Ah, erm, oh. Dont be surprised! Youve called a company in France, they speak French. Just ask if its OK to speak English. Oh hello. Is it possible to speak to you in English? Oui yes. Great. Are you the person who purchases plastic fruit for your company? I am. How can I help you? Yes, can you spare a few minutes of your time? I want to sell you some laser-curved fruit. What?! Thats a bit direct Anna. Slow down and tell them your name and why youre calling. Find out something about them. Maybe say Id like to tell you about our great new laser-curved fruit. Ask them How much plastic fruit do you buy? and at the end of the call say thank you for your time. We hope to hear from you soon. Give it a go Anna. OK. Erm hello my name is Anna. How are you today? Good thank you. Thats good. Id like to tell you about our great new laser-curved fruit. Oh yes. Our company is called Tip Top Trading and we are the UKs number 1 plastic fruit manufacturer and well, were so proud of our fruit that weve decided to let the rest of Europe enjoy it too. Very good Anna! We make our fruit using laser-curved technology. In fact weve just launched our best product ever, the Imperial Lemon it looks so real you want to squeeze it.
Anna:
Trader: Anna: Narrator: Anna: Trader: Anna: Trader: Anna: Trader: Narrator:
Anna: Trader: Anna: Trader: Anna:
Narrator: Anna:
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Trader: Narrator:
Hmm, lemons, interesting. Annas got the hang of this shes on fire I mean, shes doing really well. Her cold calling technique has really warmed up. Shes pitched the products now she needs to sell. so thank you for your time. I hope you may consider us when you next purchase some plastic fruit. We will certainly consider your company. Well we hope to hear from you soon. Goodbye (puts phone down). Tom, Tom, how are you getting on? (On phone/angry) well if thats what you think then you can shove your kumquats hello? Hello? (Slams phone down) Whats wrong? Theyve hung up on me. Really! He said the plastic fruit industry is in meltdown. But Anna, if I dont get any contracts soon Ill be fired . Well, this calls for teamwork Tom tomorrow, Tuesday, were going to tackle this task together! Hooray for Anna. Now shes sounding like a leader. And shes mastered cold calling by using some simple phrases, like these:
Anna: Trader: Anna: Tom: Anna: Tom: Anna: Narrator:
My name is Anna. Can you spare a few minutes of your time? Id like to tell you about our great new laser-curved fruit How much plastic fruit do you buy? Thank you for your time. We hope to hear from you soon. Phone rings Denise: Narrator: Anna. Theres a call for you, from someone in France, they want to talk to you about lemons. Sounds promising. Find out what happens next time on English at Work. Bye.
Listening Challenge What does Denise say she is very good at? (Answer: cold calling people)
English at Work
English at Work
Episode 30: Two heads are better than one Language for negotiating
Anna: Narrator: Anna: Paul: Anna: Paul: Anna: Paul: Anna: Tom: Narrator: Anna: Tom: Paul: Tom: Anna: Tom: Anna: Tom:
(On the phone) Yes, we have plenty in stock. They're 4 per unit They are good quality ones The company in France that Anna called earlier has called her back. Let's hope they're making an order. laser technology isn't cheap hmm, I see Well, thanks for calling back. Bye. Everything OK Anna? Not really. One of the companies I cold called has rung back Good, good but they don't want to place an order. They say we're too expensive. So you let them go? Didn't you negotiate with them? Oh, was I meant to? I wasn't sure what to say. Having trouble Anna? Don't worry, I'm sure that I can help. Negotiating is my thing! "Negotiating is my thing"! What is he like? Mind you, he has won a Pear Salesman of the Year award so he must be doing something right. Are you sure Tom? Don't you want to negotiate your own deals? I owe you one Anna after you saved my bacon with Mr Socrates the other night. And besides you and me Come on you two. Get a move on. Europe is waiting for us! Custard cream anyone? No thanks. Right. Now you need to call that French company back and ask them what kind of price they are willing to pay. And then say that's fine? No! Negotiate. Say "I don't think we can go that low". "I don't think we can go that low". If they want a bigger discount, tell them they will have to buy more stock.
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Anna: Tom: Anna: Tom: Anna: Tom: Anna: Tom: Anna: Narrator:
More stock, bigger discount. Yeah. And if you still can't agree a price, tell them "I'll meet you half way". Meet half way?! That means going to Paris! No. Half way on the price. That line always works for me. I sold a load of plastic pears that way once. So that's "I'll meet you half way". Thanks Tom. I'm really impressed. You you Am I, really?! What? I was going to say, you really do know your stuff despite what other people say. What? Uh? Right, I'm off to make that call right now. Good luck Anna and well done Tom! Nice to hear him give some useful advice but will it work? Let's remind ourselves of the phrases he suggested Anna uses when negotiating a sale:
What kind of price are you willing to pay? I don't think we can go that low. If you buy more stock, I can offer you a bigger discount. I'll meet you half way. Narrator: Anna: Tom: Anna: Let's see how Anna has got on. Success! They've agreed to buy 5,000 Imperial Lemons. Brilliant. I knew you would be great. Did those killer lines of mine work? Sort of but when I said what price were they looking to pay, they said the full price! As long as I send them the contract today so I'd better go and get an envelope and post it as soon as I can. Oh great. Tom Tom can you come over here to the stationery cupboard and get an envelope from the top shelf for me? Yeah, suppose so I'm coming... (Door slams shut) oh! Oh Tom, why did you do that? It won't open it's locked help, help! Help!
Tom: Anna: Tom: Anna: Tom:
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Narrator: Tom:
Uh oh. This should be interesting. How are they going to explain being locked in the stationery cupboard? Until next time. Bye! Let us out! We're stuck!
Listening challenge: What does the company in France agree to buy from Tip Top Trading? (Answer: 5,000 Imperial Lemons)
English at Work
English at Work
Episode 31: Sign on the dotted line Language for project management
Help, help! (Banging on door) Help us! We're locked in. Oh dear. Do you remember that Tom and Anna are locked in the stationery cupboard? What are they going to do? And what will people say when they are discovered in there? I have a feeling we're about to find out Goodness, what's that? Anna is that you? And is that you Tom? Yes, help! We're locked in. Don't panic, I've got the key (unlocks door). There. How on earth it's not how it looks Denise. We were just erm just looking for envelopes. Really?! Yes, yes, really. The door slammed shut and locked from the inside when Tom walked in. Yeah, she's right. Just walked in, and shut the door and bang. Hmm. Let's just keep it our little secret shall we. (Aside to Anna) I thought you had better taste Anna! Ah there you are Anna, I need a word with you Oh, you look like you've been caught doing something you shouldn't! Ha ha. but I haven't. Just joking Anna. Now could you step in to my office, we need to touch base about the European marketing strategy. Are we playing baseball?! No Anna! Touch base. He wants to catch up with you, probably to see how you're getting on. Go on Anna, let's see what he has to say. Oh I see. (Office door shuts) That door doesn't lock does it? No, I don't think so. Right Anna. Biscuit? These new peanut ones are quite nice. So how are things with the project?
Denise: Anna: Denise: Tom: Anna: Denise: Anna: Tom: Denise: Paul: Anna: Paul: Anna: Narrator: Anna: Paul:
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Anna: Paul: Anna: Paul: Anna: Paul:
Well, I've done some cold calling and have an order from a company in France. I see. Very impressive but have they signed on the dotted line yet? The dotted line? Have they actually signed the contract yet? Well, no, but that's the problem. There's a rival company who's also targeting the European market called Tutti Fruity - and they'll do anything to steal our customers. Oh I see. So, to keep our head above water, we need a clear strategy and that's why I've put you in charge. So what shall we do? I've a feeling Paul hasn't a clue that's why he wants you to come up with the ideas. I think you're right but I don't know what to say. Tell him we need to price the rivals out of the market, that means offer the lowest prices so nobody wants to buy plastic fruit from our rivals. You could say that we need to corner the market, that means Tip Top Trading dominates the plastic fruit market. Oh, thanks. That's very useful. So Anna, any thoughts? Lots Paul. I think we've got to compete on price. Oh yes? We need to price Tutti Fruity out of the market. We need to corner the market so that everyone knows we are the best choice for good quality, good value plastic fruit. I like it! And and Tell him we need to build good relationships with our customers that means we give them good service. we need to build good relationships with our customers. Talk to them regularly, send them gifts go and meet them face to face.
Anna: Paul: Narrator: Anna: Narrator:
Anna: Paul: Anna: Paul: Anna:
Paul: Anna: Narrator: Anna:
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Paul: Narrator:
Face to face? Yes, great idea just what I was thinking. If we follow this strategy I reckon there could be a bonus for us all by Christmas. Well done Anna. Very convincing. If you can put your ideas into practice you'll save the company. Let's remind ourselves of the words you used to create the European marketing strategy
We've got to compete on price. We need to price the rivals out of the market. We need to corner the market. We need to build good relationships with our customers. Narrator: Denise: Anna: Denise: Anna: Narrator: Well, things seem to be going well for Anna or are they? Anna! Anna! That man from France has called again and left a message. He's not happy this time. Something about us trying to rip them off! What? Rip them off? It means over charging them or giving them poor quality goods. That's not fair. I'm going to have to sort this out. That's it Anna go and build a good relationship with your customer! Bye for now.
Listening Challenge: Paul tells Anna he wants to touch base, what does he mean? (Answer: To catch up and discuss how things are going)
English at Work
English at Work
Episode 32: The deal is off! Further language for negotiating a deal
Narrator:
Welcome back to Tip Top Trading where things arent going too well. Anna negotiated a deal with a client in France but now they claim theyve been ripped off! This has got to get sorted quickly. Oh Denise, what exactly did they say? Something about them agreeing a price for 5,000 lemons and then being offered a better price by another company. Thatll be Tutti Fruity they want our business. Sounds like theyre going to get it, unless you sort it out. Maybe you should work out some new figures. Figures? Is there something wrong with my figure am I too fat? No Anna! Your numbers work out a new price, see if you can squeeze the price of lemons maybe you can price Tutti Fruity out of the market. Hmm, somebody else has said that. Yes it was me Anna! Do your calculations, see if you can offer a better deal and price Tutti Fruity out of the market. OK. I could sell them cheaper but there would be less profit. Well, less profit is better than no profit. And who knows, if this goes well, it might lead to more contracts. But its down to you now to make that call. But what am I going to say? Be friendly and say Im sorry to hear youre not happy with our price. Tell them Tip Top Trading prides itself on quality products and good value for money. And flatter them and say they are a valued customer and their business is very important to us. And what shall I say about the price? Tell them you can match the price of our competitors. Match the price. Right. Thanks. OK, I had better call them. Bonjour. Fruit Traders International. Oh, erm, hello, is that Monsieur Brown?
Anna: Denise: Anna: Denise: Anna: Denise: Anna: Narrator: Anna: Narrator: Anna: Narrator:
Anna: Narrator: Anna: Trader: Anna:
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Trader: Anna: Trader: Anna: Trader: Anna:
Oui. Yes. This is Anna from Tip Top Trading. I was sorry to receive your message. Yes, well. I thought we were doing good business and then another company called me and offered me a much better deal. Yes, I understand. Im sorry to hear youre not happy with our price but hopefully we can sort something out? Oh yes? You are a valued customer and your business is very important to us and we would love to see our Imperial Lemons on display in the restaurants and shops of France. Thats a nice touch Anna, well done! So? So, Ive done some calculations and we can offer you a better price. But Tutti Fruity can offer us a good price. Im sure they can but we we Yes Anna? at Tip Top Trading we pride ourselves on quality products and good value and I think we can match Tutti Fruitys price in fact I know we can beat it. I see. Thats good to hear but Well give you an extra 10% discount but obviously we would like you to make a bigger order. Oh, a bigger order. I will have to have a think about this. Yes, of course, but please let me know as soon as you can before someone else snaps up this offer. Merci. Au revoir. Ah, merci, au revoir. Excellent work Anna! I can see why shes got the job now. But will her sales tactics pay off? Lets remind ourselves of some of the great lines that Anna used in trying to resolve a tricky sales deal Im sorry to hear youre not happy with our price. Tip Top Trading prides itself on quality products and good value for money. You are a valued customer and your business is very important to us. We can match the price of our competitors.
Narrator: Trader: Anna: Trader: Anna: Narrator: Anna: Trader: Anna: Trader: Anna: Trader: Narrator:
English at Work
Denise: Paul: Anna: Denise: Paul:
Well done Anna. It looks like you may have saved that deal. Saved the deal? Is there a problem? Well, Tutti Fruity has tried to undercut our price but I think I may have saved the deal we had with International Fruit Traders in France. Yes, Anna offered a lower price for a bigger order and th eyre having a think about it. Crumbs. If the deals not complete I think you need to get out to France and seal the deal. I want you and Tom to fly out there as soon as possible and do some schmoozing. Oh! You and Tom hey? Thats enough Denise! This should be fun. Find out what happens next time on English at Work. Bye.
Denise: Narrator:
Listening Challenge What discount does Anna offer the client in France? (Answer: 10%)
English at Work
English at Work
Episode 33: Prepare for take off Language for booking a flight
Narrator: Hello again. Well, this is very exciting! Paul, the boss, is sending Anna and Tom on a business trip to France. He wants them to clinch the deal with a company interested in buying their Imperial Lemons. But has Tom got more than business on his mind? Really? What me and Anna to France? Yes but make sure you get that contract signed. We need the business. Yeah, yeah, of course. Are we staying overnight? Theres no money for that just get there and come straight back. Oh and could you bring back those nice French biscuits that have in the duty-free shop? Sure. So, Anna, were off on holiday together are we?! No! But Ive got to book the flights online, can you help me please? Its not my thing. Im sure Denise will help. I need to go and pack for this trip. (On the phone) Yes Marge in the cupboard envelopes apparently Tom and Anna oh here she is got to go Marge bye. Hello Anna, everything OK? Sort of. Ive got to go to France with Tom. Yes, I know. I thought youd be pleased to go with Tom, after your time in the stationery cupboard with him! I was just finding an envelope Denise. Anyway, Im worried about booking the flights online. I usually book flights at a travel agent's. Its company policy now, we have to do everything online even my food shopping but dont tell Paul. Oh right. So where shall I begin? Pull up a chair Anna and well log on. Right lets start with the British Airlines website. There. London to Marseille. What is the outbound date? Going out tomorrow, back tomorrow. Business class or Economy class? I think well say Economy.
Tom: Paul: Tom: Paul:
Tom: Anna: Tom: Denise:
Anna: Denise: Anna: Denise: Anna: Denise: Anna: Denise:
English at Work
Anna: Denise:
Thats cheaper I guess. Whats this mean? Flexible or fixed? A flexible ticket means you can change your flight but a fixed one means you cant and thats cheaper so we'll choose that one. Ill book you on the 8am flight from Heathrow and flying home at 6pm. I just need to type in your full names now and select your seats. Window or aisle? Ill what? No Anna. A seat by the aisle or by the window? Oh, an aisle seat please, Denise. Good. Whats your frequent flyer number? Oh I dont have one of those. Whats that? Frequent flyer number? Here Ive got a gold status card, can you stick my number in? Gold status! Where did you get that? Oh, Ive flown loads of times for business. Ive done deals all around the world. He means hes been on lots of jollies free trips paid for by the company and all hes come home with is a sun tan! Hmm, really. Right I just need to pay now using the company account of course. Cool. Now, what do you think of my sunglasses? Lovely Tom. Denise has booked you a window seat OK? No! Sorry I cant sit by the window Im errr Yes Tom? Well, I mean, its only polite that the lady sits by the window. Really?! Whats Tom like?! Hopefully hell prove a useful business partner for Anna on the trip to France. Heres a reminder of some of the questions you may be asked when booking a flight Whats the outbound and return date? Do you want to fly business or economy? Do you want a fixed or flexible ticket? Would you like a window or aisle seat? Have you got a frequent flyer number?
Anna: Denise: Anna: Denise: Anna: Tom: Denise: Tom: Narrator: Denise: Tom: Anna: Tom: Denise: Tom: Denise: Narrator:
English at Work
Denise: Tom: Anna: Tom: Anna: Tom: Narrator:
There you go you two, your e-ticket. Now dont forget your passports. Thanks Denise. Hey Anna, Im so pleased that were on this trip together. Itll be nice to spend some time with you. Yes and to do some business and really show Paul we are his best employees. Oh yeah, of course I just wondered Yes? Is there any chance I could sit in the aisle seat? Ive got a feeling Annas in for a bumpy ride. Find out how their trip goes next time on English at Work. See ya!
Listening Challenge
Does Anna want a window or an aisle seat on the plane? (Answer: Aisle)
English at Work
English at Work
Episode 34: The business trip Language for clinching the deal
Anna: Tom: Anna: Tom: Anna: Tom: Anna: Narrator:
(At the airport) Tom, could you let go of my hand? Sorry, it's just I get nervous flying. Well, we've landed in Marseille now so you're safe oh, I like your passport photo. Oh do you? I didn't know your middle name was Stanley. After my great-great-grandfather. Really? Come on we need to get a taxi. Taxi! Taxi! Hello again. Anna and Tom are on a very important business trip to try and sign a deal to sell their plastic fruit to a company in France. The company has received a better offer so Anna needs to convince them that Tip Top Trading's lemons are best. Are you feeling confident Anna? Not really. It was OK speaking to them on the phone but seeing them faceto-face is quite scary. You'll be fine. Stay calm. They'll be pleased you've taken the time to fly out and see them but tell them you're grateful for their time and recap what you told them on the phone. Oh yes beat the price of the competitor but get them to make a bigger order. Yes. If they order more you can offer a bigger discount. Good luck. Oh look, we're here now. Now Anna, I hope you don't mind me saying, but just leave the talking to me. Right? Err, well Oh, Madame Brown, ciao, great to see you What? Monsieur Brown. Bonjour. I'm Anna from Tip Top Trading. This is my colleague Tom. Thank you for sparing the time to see us. No problem. Did you have a good flight?
Anna: Narrator:
Anna: Narrator: Tom: Anna: Tom: Trader: Anna: Trader:
English at Work
Tom: Anna: Trader: Tom: Anna: Trader: Tom: Anna: Narrator: Tom:
It was great. I love those little bottles of wine they give out I kept a few with me if you fancy a glass of vin rouge? I think we should sit down and discuss business. Of course. Yeah, yeah, good idea. Now, I believe Tutti Fruity has offered you a good price but as I said on the phone, we can beat that. Yes you did. Did you Anna?! But to get this price you've got to buy lots more. Anna! That's not very subtle. You need to convince them they need to buy more without telling them they have to. What she means is our Imperial Lemons are made with our unique laser curve technology. They are hard wearing and a joy to have on display in any shop window or restaurant. Tom, that's amazing! I read it on the back of the box! So, we really feel that we have a product that you'll be proud to display. And to get this fantastic price you just need to place an order of 10,000. And we can even throw in a free sample of our new Perfect Peach range. Each lemon comes with a satisfaction guarantee. I know you won't be disappointed. Hmm. It sounds good. OK, I think you have a deal. Good work Anna. Don't forget to ask him to sign the contract and tell him when he can expect the order to be delivered. OK. I would be grateful if you could just sign the contract. We'll get the lemons to you as quickly as we can. Tom, do you have a pen? Erm, no actually. It was in my bag yesterday but it's gone it was a nice, a good one too. No problem. I have a pen. (signs the contract). There you go. Thank you. It was a pleasure doing business with you. We'll get those lemons to you in two weeks' time.
Anna: Tom: Anna: Tom: Anna: Trader: Narrator: Anna: Tom: Trader: Anna:
English at Work
Trader: Narrator:
Perfect! Good work Annaoh and Tom too. The contract is signed but now you have to deliver what you've promised. There are many ways to clinch a deal; here are some of the phrases Anna used Thank you for sparing the time to see us. Each lemon comes with a satisfaction guarantee - I know you won't be disappointed. I would be grateful if you could just sign the contract. Thank you. It was a pleasure doing business with you.
Narrator:
So it's been a successful day. It's time for Tom and Anna to fly back to London and tell Paul the good news or is it?
(Back at the airport) Anna: Tom: Narrator: Oh no look, our flight to London is cancelled! It's the last one today. What are we going to do? Well, I guess we're just going to have to stay here for the night. I'll sort out a hotel. Until next time. Bye!
Listening Challenge
What does Tom offer to throw in as part of the deal with the company in France? (Answer: a free sample of our new Perfect Peach range)
English at Work
English at Work
Episode 35: Lost in France Language for briefing the Manager
Narrator: Welcome back to English at Work, where Anna and Tom are in a bit of a predicament. Following a successful business meeting, they've returned to the airport to discover their flight has been cancelled. What are they going to do next? Right, they've rebooked us on to the next flight, which is at 7 o'clock tomorrow morning. Tomorrow morning?! What are we going to do until then? It's OK Anna, calm down. I've sorted out a hotel quite a nice one actually. But what about our new contract? I've got to sort it out! Anna, take a deep breath it'll be ok. Let's go and get a drink and we'll work things out. Anna, maybe Tom's right for once. Go and enjoy some French hospitality. You've done really well today but perhaps you should keep your boss Paul, in the picture. In the picture? I didn't take any photos. No Anna! I mean keep him informed. It's always a good idea to keep the boss updated on what's going on he is the boss after all. OK. I will.
Tom: Anna: Tom: Anna: Tom: Narrator:
Anna: Narrator: Anna: In a bar Tom: Anna: Tom: Anna: Waiter: Tom: Anna:
Yeah, this one looks quite cosy. I'll order us a beer shall I? I'd prefer an orange juice please. Oh really? OK then. (Trying to speak French) Err, Garcon. Je mappelle un beer et citron juice thing. Au revoir! What?! No Tom! Pardon, Je voudrais une grande biere et du juice dorange sil vous plait. Oui Madame. I think she likes you! Well, everyone likes you Anna. I like you because I like you too Tom but don't you think I should call Paul and update him on what's going on keep him in the picture?
English at Work
Tom: Anna: Tom: Anna: Tom: Anna: Narrator:
I dunno. Let's just enjoy this moment shall we? And besides, he'll be at his biscuit appreciation class by now. No. I would be happier just to call him. Could I borrow your mobile phone please? My battery has run out. Yeah sure. You'll find his number under Attila the Hun. Attila the Hun? Just my little joke! Cheeky! But hold on what am I going to say to him? Well, don't call him Attila the Hun! Think before you call him: It's good news you've closed the deal and the contract is signed. We need to proceed with the order as quickly as possible. And say, I'm committed to getting the order delivered on time. But if you need help, ask for it. OK I will. It's ringing Hello? Hi Paul. It's Anna. I've got some good news! Hold on. (finishes eating a biscuit) Sorry, I'm just munching some new crumbly cream biscuits. Now, what's the good news? Is it about the contract? Yes! I've closed the deal with Fruit Traders International and the contract is signed. Excellent news. To keep them happy, we need to proceed with the order as quickly as possible. Of course, of course. So what are you planning to do? Well, obviously, I'm committed to getting the order delivered on time but I might need some help. I wonder if Tom could Yes, Tom can help you. Denise tells me you have a special chemistry! Actually, where is Tom now? Is he home yet? He's not. Actually Paul, Tom and I are going to stay in a hotel tonight Hello? Hello? Oh, I've lost the signal, he's gone. Never mind Anna. I think he got the message. Another drink?
Anna: Paul: Anna: Paul: Anna: Paul: Anna: Tom:
English at Work
Narrator:
Let's hope Paul has got the right message about Anna and Tom! Anyway, she's briefed the boss and kept him in the picture. Here's a reminder of some of the phrases she used: It's good news I've closed the deal and the contract is signed. We need to proceed with the order as quickly as possible. I'm committed to getting the order delivered on time but I will need some help.
Narrator: Tom: Anna: Tom: Anna: Tom: Narrator:
A good day's work for Anna but now it's time for bed. (Finishing his drink) Right, well, it's time for bed. We've got an early start tomorrow. So, where are we staying? A lovely little boutique hotel, just round the corner. I've booked a room with a view. A room? One room?! Err yeah. That's all they had, actually honest! Hmm. This could be interesting. Let's hope things remain professional. Until next time. Bye!
Listening challenge: What does Anna want to drink at the bar? (Answer: an orange juice)
English at Work
English at Work
Episode 36: The power struggle Language for working with someone new
(Anna on the computer, singing to herself) Narrator: Anna: Narrator: Anna: Denise: Anna: Denise: Anna: Denise: Anna: Denise: Welcome back to English at Work where Anna is very well, very happy! Youre in a good mood Anna. Well, Im just back from France, where everything went really well. It was quite an experience. Good. You got the contract for that big order. All you need to do now is to deliver what youve promised. I know (singing to herself again). Hello Anna. Is Tom OK, he seems really grumpy since he got back from France? Hes fine. He just had to sleep on the sofa last night. Really?! Im sure thats not what he was planning. Now, did Paul mention hes got a new member of staff for you to meet this morning? No. Typical! Well, shes coming up in the lift with Paul now. Oh, so who is she? Its Rachel. Do you remember? Shes the woman who Mr Socrates recommended. He says shes brilliant and allegedly one of his best employees oh, here she comes now. and this is our office. Ah, Anna, there you are. Did I mention before you went to France, that Rachel is joining us for a while? No. Ah well here she is. This is Rachel. Hi! Hi. Im Anna. I work here as a Sales Executive. I know. Youre quite new arent you, ya?
Paul: Anna: Paul: Rachel: Anna: Rachel:
English at Work
Paul:
Not that new. Shes just won a great contract for us. Anyway, looks like you two are going to get on like a house on fire. Anna, Id like you to, sort of, work alongside Rachel. Alongside? Shouldnt I be in charge? Yes its just, you know, youre not familiar with our office and Anna is, sort of, across this new contract so if you dont mind? OK. Just for now, but dont think Im going to be told what to do. Im sure you wont be Rachel but maybe we could help each other? Ill try. Good! (To herself) Oh dear. This is awkward. Ive never worked with anyone like this before. Well, nows your chance Anna. Rachel may be awkward to manage but try these phrases which may help things go more smoothly. Say I understand you have lots of experience so I would like to use your skills to help with the task. And together we can do this job really well. But why not just start by making her a cup of tea. Good luck! Oh thanks. (To Rachel) Rachel, would you like a cup of tea? And then we could talk about this contract. I dont drink tea. Lets just get down to business. Oh, right. Now, I think you need to check your stock and make sure youve got your oranges. Err Its lemons actually. Whatever. Just get them and you know put them in a thingy a box. Well, actually I understand you have lots of experience so maybe we could you use your skills for this task? Well, its true, I do have lots of experience. Thanks for recognising that. So maybe we could work on this job together? Oh ya, sure. Great. Of course. I can get hold of these oranges err lemons, pronto. I know a man who can get some second-hand ones, itll save us loads of money. But what about the quality? Quality?! Its the cost weve got to worry about. Keep up Hannah.
Rachel: Paul: Rachel: Anna: Rachel: Anna: Narrator:
Anna: Rachel: Anna: Rachel: Anna: Rachel: Anna: Rachel: Anna: Rachel:
Anna: Rachel:
English at Work
Anna: Narrator:
Anna. Come on Anna. Dont let her boss you around. Its time to stand your ground. If she causes trouble say lets discuss this so we can agree on a plan of action or please respect my decision and lets move on. Hmm, OK, Ill give it a try. (To Rachel) Rachel, I like your enthusiasm but can we discuss this so we can agree on a plan of action? Of course. Why didnt you say? Come on discuss discuss talk! Well, we pride ourselves on quality products and our Imperial Lemon is particularly good and I think our client is expecting that. So I would like to send them what I had promised in the contract. Oh ya, I see. But Im not really sure youre right. Well, if you could just respect my decision this time and we can move on? Well, just this once Hannah. But I think Im going to have to talk to Mr Socrates about you. Well done Anna for standing your ground. It can sometimes be tricky working with a new member of staff, but its important to try and develop a good working relationship remember business comes first! Lets hear those phrases again: I understand you have lots of experience, so I would like to use your skills to help with the task. Together we can do this job really well. Lets discuss this so we can agree on a plan of action. Please respect my decision and lets move on.
Anna: Rachel: Anna:
Rachel: Anna: Rachel: Narrator:
Tom: Rachel: Tom: Anna: Rachel: Tom: Narrator:
Hi Anna. Cant believe we were in France this time yesterday. Oh hello, Tommy boy. Long time no see! This is a nice surprise. Err mmmm Have you two met before? We certainly have. Hey Tommy boy? (To himself) Oh no! Ha ha. Looks like Tom is lost for words lets hope he finds them in time for the next episode of English at Work. Bye!
Listening Challenge What fruit does Rachel think they are sending to the new client? (Answer: oranges)
English at Work
English at Work
Episode 37: Rachel the rabbit! Dealing with a difficult member of staff
Narrator: Denise: Tom: Narrator: Anna: Rachel: Anna: Rachel: Anna: Narrator: Rachel: Tom: Anna: Tom: Anna: Tom: Hello. It's another busy day at the offices of Tip Top Trading (On phone) And I said no John, not at my age, I'd rather take the bus (On phone) yeah Pete, that's great, so we'll deliver 2,000 bananas by Friday. Let's have a beer soon yeah cheers mate. But there are two people who are busy annoying each other So you did what? You ordered the second-hand ones?! Chillax Hannah Anna! they're just oranges plastic lemons actually. Anna is struggling to work with Rachel, Mr Socrates' favourite Sales Executive, who he's sent in to help out or hinder more like! Look, I'm off for a cappuccino, everything will be just fine. Ciao. Anna, has Rachel gone out? Yes. She's a bit of a man-eater. She almost ate me once. She eats men? Well, not exactly. I worked with her in my last job. She was always listening in to other people's conversations and she's always changing jobs. That's why they call her Rachel Rabbit you know, big ears, always jumping from one job to another. Rachel Rabbit! That's funny. So she isn't that good then? Oh, useless! She only worked for Mr Socrates because her father threatened to sue the company, after one of our plastic pineapples fell off a shelf and broke his toe. But, better keep that under your hat. My hat? I mean, keep it secret.
Anna: Tom:
Anna: Tom:
English at Work
Anna: Tom: Anna: Narrator:
Oh right, I see. Well, now she's ordered loads of second-hand oranges to send to our new customer in France. But they wanted Imperial Lemons? I know. I'm not sure what to do, so I'm going to have to speak to Paul about this. Yes it's a good idea to refer up sometimes ask the boss for advice. Say to him "I'm concerned that Rachel has made a mistake that might affect the business". You might also say "she's not pulling her weight", meaning she's not doing the work she is supposed to do. And you could say "I'm finding it very difficult to work with this person." Right. I'll try. There's Paul now Paul, could I have a word please? Of course, Anna. Let's go in my office. Now, how can I help? Err, well, it's Rachel. Yes, amazing woman. Mr Socrates' favourite. I know but I'm finding it difficult to work with her. Oh why's that? I'm a bit concerned that she's made a mistake and it might affect our business. Golly gosh. Really?! Why's that? Well, she's ordered second-hand oranges for our new client in France. That's marvellous isn't it? Well, I asked her not to. They wanted lemons new Imperial Lemons. Ah not so marvellous. Anything else? Well, speaking personally, I don't think she's pulling her weight. She doesn't seem to do any work and just keeps going out to buy cappuccinos. Well, that's just not on. Look Anna, I will look into this straight away and see if I can sort this out. Thank you for bringing it to my attention. Now, I think you've earned a custard cream. So Anna has expressed her concerns to Paul, the boss. It's up to him to investigate. As long as you have a fair reason to complain about a difficult member of staff, these are some of the phrases you could use: I'm concerned that she's made a mistake that might affect the business. She's not pulling her weight. I'm finding it very difficult to work with her.
Anna: Paul: Anna: Paul: Anna: Paul: Anna: Paul: Anna: Paul: Anna: Paul: Anna: Paul:
Narrator:
English at Work
Narrator: Paul: Rachel: Denise: Anna: Tom: Rachel:
I wonder how Paul is going to handle the situation? Ah, there you are Rachel. Nice cappuccino? Could you step in to my office for a moment I'd like a word. Ya, sure. Ooh, I wonder what that's all about. Do you know Anna? Hmm, no idea. She's probably going to get a promotion and a pay rise and a custard cream! (False laughing) Thanks Paul, ciao. (To the office) What a great guy he is. Such a great sense of humour! Looks like we're doing some good work Anna! Wwwhat?! Oh Anna. I'm not sure Paul has really sorted out your concerns. But don't worry, we're here to help you out. See you next time on English at Work. Bye!
Anna: Narrator:
Listening Challenge How does Tom describe Rachel to Anna? (Answer: He says she's a bit of a man-eater)
English at Work
English at Work
Episode 38: Oranges and lemons Language for good customer relations
Narrator: Hello and welcome again to English at Work, where things are a little tense. Anna is finding it hard to work with new employee, Rachel. Shes told Paul, the boss, about Rachels incompetence but hes done nothing about it. So Anna, how are you feeling today? Frustrated. All that work I put in, getting the contract for Imperial Lemons and Rachel has sent out a load of second-hand plastic oranges! I guess youre going to have to call your client and sort out the mess. I guess so. (Door opens) Oh hi Tom. (Whispering) Is she about? The man-eater? No its all clear, shes gone out for a cappuccino. Good good. Look I managed to call the guy she bought the second-hand oranges from, and I cancelled the order. Phew, great! Yeah, yeah and last night I managed to order some Imperial Lemons and sent them to that company in France Fruit Traders International. Heres the paperwork. Tom, thats brilliant! Here, let me give you a big hug you saved the day! Ooh, thats a bit tight. Oh not again! You two just cant leave each other alone Bbbut it was just Say no more Anna. Now, I was looking for my special red pen, have you seen it anywhere? No. Funny that, my pens have gone missing too. Ill go and get some more. Now Anna, I dont want to interfere but have you called that company in France to see how they are? Well, theyre fine arent they? Its good customer service to call them and see how they are.
Anna: Narrator: Anna: Tom: Anna: Tom: Anna: Tom:
Anna: Tom: Denise: Anna: Denise: Tom: Denise: Tom: Anna: Denise:
English at Work
Anna: Tom: Anna: Tom: Anna: Tom: Anna: Tom: Anna: Tom: Anna: Tom: Anna: Tom: Anna: Tom: Anna: Narrator:
But what do I say? Tell you what. Ill go over there and you can call me and practice. Right. (Shouting across office) OK Tom, Im calling your number now. (On phone putting on posh voice) Hello Fruit Traders International. Yes, hello (silence) introduce yourself and ask me how I am. Oh right. Hello Im Anna from Tip Top Trading. How are you today? Im very well. Now ask me about the order. I hope you have received our Imperial Lemons and that you are happy with the order. Yes, very very happy. The lemons are fantastique! Oh thats good. Erm we do hope you are pleased with our service and that you may use us again. We certainly will. Thank you. Do you have any questions you may want to ask? No actually yes. err, can I err buy you dinner sometime? Very funny Tom. They wont ask that! No. Im asking you. Oh right erm OK then yes! Hooray! Or should I say oh dear? Silly Anna has agreed to go on a dinner date with Tom but there is still some business to attend to. Dont forget to make that call to your client Anna. No I wont in fact Ill do it right now. Good! While she makes that call, here is a reminder of some of the phrases she could use Hello Im Anna from Tip Top Trading. How are you today? I hope you have received our order and are happy with it. We do hope you are pleased with our service and that you may use us again. Do you have any questions you may want to ask?
Anna: Narrator:
English at Work
Denise: Anna:
Are you OK Anna? You look a bit annoyed. I am - I just called our client in France to check everything was OK and they said Rachel had already called them and told them our lemons were so last season and they would be stupid not to choose oranges! Thats terrible. (approaching) hey Anna, how about this restaurant for our date I mean our business meeting. Look at this menu Not now Tom. Rachel has messed things up again. Shes causing so much trouble. Shes got to go. Oh yeah right. This calls for action. It certainly does. It sounds like Rachel has gone too far this time and its up to Anna to sort things out. But what can she do? Join us again next time on English at Work to find out. Bye!
Denise: Tom: Anna: Tom: Narrator:
Listening Challenge What item have Denise and Tom both lost? (Answer: Their pens)
English at Work
English at Work
Episode 39: A step too far Disciplining a member of staff
Narrator:
Hello and welcome back to Tip Top Trading. New recruit Rachel has been making life difficult for Anna; she's been making some bad business decisions. Let's find out how Anna can save the day. Right, we've definitely got to do something about Rachel definitely only, I'm a bit busy at the moment. Sorting out your dinner date are you Tom?! So Anna, have you spoken to Paul about this? Yes I have, but he didn't do anything. Hmm, well he is your boss so I think you've got to speak to him again. Take him some biscuits, that might get his attention. Well, I'll try Oh and keep notes so you have a record of your conversation. Denise, you're amazing. But where have the pens gone to? That is strange we all seem to be losing our pens. Here, use this old pencil. Thanks. Anna. Are you happy complaining officially about Rachel? Not really but what else can I do? She's been spoiling all the work I've been doing. Yes she has. OK, well tell Paul the facts and tell him you want action. OK. Right, here goes. (KNOCK ON DOOR) Come in. (DOOR OPENS) Hi Paul. I really need to speak to you about Rachel. She really is messing things upPaul? Sorry, just counting my biscuits. What were you saying? Rachel? Great girl, isn't she? No she's not.
Tom: Denise: Anna: Denise. Anna: Denise: Anna: Denise: Anna: Narrator: Anna: Narrator: Anna: Paul: Anna: Paul: Anna:
English at Work
Paul: Anna:
Oh. (Getting angry) Paul, she's already sent out the wrong order and now she's upset our new client. Plus, have you seen the way she dresses? I'm not happy and I think you've got to take some action. Anna, you're on fire! But stick to the facts, don't get personal about Rachel. Well I'm sure Mr Socrates would disagree with you. Look, if she is as bad as you say then I'll give you my permission to discipline her give her a warning. What! Me? You know what's she done wrong so tell her not to do it againand besides, I've got an important meeting to go to and they usually have those delicious shortbread biscuits. So I'll leave it with you then? (DOOR SHUTS) What a useless boss! Anna are you happy about what to do next? Not really. What am I going to say? It's not easy but keep calm and professional and say to Rachel, "you've made some serious mistakes" and "you need to consult me before you contact any of our clients." Give her a verbal warning saying "These mistakes cannot happen again, otherwise I will have to refer the matter to someone higher." This may lead to disciplinary action but it may be for the best. Oh it's all very serious but I suppose I've got to do it. Good luck! Anna! Darling! What's wrong? I saw Paul and he said you're in a bit of a mood. It's not a mood Rachel. Can we talk pleasenow? Yeah sure. Let's sit here, shall we not in that chair that's my favourite. Rachel, I wanted to let you know that you've made some serious mistakes. (sarcastically) Oh! You have really upset our new client and you think it's ok to sell second hand plastic oranges. Calm down. It's business, darling.
Narrator: Paul:
Anna: Paul:
Anna: Narrator: Rachel: Anna: Rachel: Anna: Rachel: Anna: Rachel:
English at Work
Anna:
It's not good business Rachel. These mistakes cannot happen again. If they do I will have to take matters higher and it could result in disciplinary action. Oh! You're quite scary for a short girl. That was unnecessary! But well done Anna for keeping cool and calm in a difficult situation. Let's hope Rachel has got the message. Here is a reminder of the phrases you could use when giving someone a verbal warning You've made some serious mistakes You need to consult me before you contact any of our clients These mistakes cannot happen again otherwise I will have to refer the matter to someone higher.
Rachel: Narrator:
Narrator: Tom: Rachel: Tom: Paul: Denise: Paul:
Let's find out how Rachel is behaving. Ah hello, Rachel. Tommy boy. Come and give me a hug. (SOUND OF PENS FALLING OUT OF HANDBAG) Opps! Our pens! All our pens! You've been stealing them! Rachel! (DOOR OPENS) What's going on? I say, what are all those pens doing on the floor? They're from Rachel's handbag. She's been stealing them! What? The company's pens? Right, well, I need to see you in my office please Rachel, nowif you don't mind.
Anna/Tom/Denise: Gasp! Narrator: So Rachel is the pen thief! What does this mean for her job at Tip Top Trading? Find out next time. Until then, bye!
Listening Challenge Who stole all the pens? (Answer: Rachel)
English at Work
English at Work
Episode 40: The Appraisal Language to use in an appraisal
Paul: Narrator: Could I have a word Anna, in my office? Hello again. I wonder what Paul wants to say to Anna? Could it have something to do with Rachel, the pen thief or is it just to do with biscuits?! Let's find out. Have a seatso well done for speaking to her. Stealing all those pens from the office was the final straw. She was stealing straws? No, no. It was the final thing that she did wrong and it meant disciplinary action. I've had to 'let her go' in other words, sack her. Oh, so she's gone. But what is Mr Socrates going to say? She was his best employee. Leave it with me. I'm sure he'll understandI hope. Now, I wanted to speak to you about your appraisal. My appraisal? Yes, we do it every year. It's a chance to talk about you, talk about the highs and lows of the past year and look forward. Highs and lows? But I haven't been walking up any hills. No Anna! He means your appraisal is about reviewing your performance and setting objectives for the year ahead. I see. But what are objectives? These are tasks for you to do, to try and improve your performance and skills and help the business. Here are the questions you're likely to hear in an appraisal: What's gone well for you this year? What didn't go so well? What should you do more of? Let's look ahead and set some objectives. Right. Thanks. So Paul, when shall we have this, err, appraisal? If you've time, we could make a start now? Oh OK. So I need to think about my performance first? Exactly. What has gone well for you this year?
Paul: Anna: Paul: Anna: Paul: Anna: Paul: Anna: Narrator: Anna: Narrator:
English at Work
Anna: Narrator: Anna: Paul: Anna: Paul: Anna: Paul: Anna: Narrator:
Well I guess I've just done my job. Anna! This is your chance to sell yourself. Think about the deals you've made, the people you've managed, that sort of thing. Right. Well, I did complete two big contracts for the Imperial Lemon You've had plenty of compliments for that. You seem to have a zest for selling! Err, rightand then there was dealing with Mr Ingle in the warehouse. Yes, that's a good example of dealing with difficult staff. And what didn't go so well? Wellermworking with Racheland cold calling I suppose. That wasn't easy. Ah yes. But you soon warmed up! And what should you do more of? Err, erm It's a tricky question Anna but don't be ashamed about admitting things that you feel you could improve on. Nobody's perfect! Think about skills you'd like to improve. Oh OK. Well Paul, I guess I could.develop some ideas for new products? Continue to work on the European marketing strategy..sell more Imperial Lemonserr That's enough Anna! If you do all that, you'll put me out of a job! Oh, I don't want to do that! Now let's look ahead and set some objectives. Biscuit? Biscuits as an objective? Oh I seeno thanks. We've all got to improve our sales targets so I'm asking all the team to make an extra ten sales deals this year. Oh, ten, that's a lot. It is but I know you can do it. And you mentioned developing new products, well I'd like you to do just that but not plastic fruit, I'd like you to develop a plastic vegetable. Potato, carrot, that sort of thing. Gosh. Well, ok. Oh and one more thing. Could you help Denise sort out the stationery cupboard? It's a right mess.
Anna:
Paul: Anna: Paul: Anna: Paul: Anna: Paul:
Anna: Paul:
English at Work
Anna: Narrator:
Err. That's a lot of objectives for Anna. She's got her work cut out for the next year. Appraisals are a good time to review your work and plan what you going to do next. Here's a reminder of the kind of questions your manager may as you:
What has gone well for you this year? Give me some examples. What didn't go so well? What should you do more of? Let's look ahead and set some objectives. Paul: Anna: Tom: Anna: Anna: Denise: Tom: Denise: Tom: Anna: Narrator: So if you could write up your appraisal and have it back to me by Friday? Of course Paul. Thanks. See you later. Oh hi Anna. Are you still on for dinner on Friday? Yes Tom! What's going on?! A mousea mouse! I've just seen a mouse running out of the stationary office. Was he stealing the pens?! It's no joke. Quickthere he goes! Leave him to me! Ohoww! TomTom? Are you ok? Uh oh! What's happened to Tom? Has he broken something? Join us next time to find out. Bye!
Listening Challenge In Anna's objectives, what has she been asked to develop? (Answer: Plastic vegetables)
English at Work
English at Work
Episode 41: Doing it by the book Language for health and safety
Narrator:
Welcome back to the offices of Tip Top Trading where Tom has taken a tumble. He was trying to catch a mouse but tripped over. Can Anna help soothe the pain? Let's find out. Ooh oww ouch. My arm really hurts. (Door opens) What's all this noise about? (In a panic) It's Tom. He's had an accident tripped over a mouse I mean tripped over trying to catch a mouse. Golly gosh. Are you OK Tom? I dunno. I think I've broken something. Your pencil I think! Just sit there at my desk and I'll go and call a firstaider. Anna, you're going to have to fill in one of those Health and Safety reports. Oh really? Do we have to? It's procedure and it's the law it's got to be done. Now Tom, would a biscuit make you feel better? Health and Safety is important in the workplace. The office needs to be a safe place to work in, but accidents do happen and that's when you have to report it. Anna, do you know where to find the form you need to fill in? (Typing on computer) I think so. It's here on the company intranet here it is, 'accident report form'. Yes, it's sometimes called an 'incident or accident report form'. It will ask you: How did the accident happen? What was the cause of the accident? Were there any injuries? And how could the accident have been avoided? OK, I had better get started. (putting phone down) Right, I've call the first-aider. She'll be here in ten minutes. Now, do you need a hand with this form, Anna? Yes please Denise. It wants to know how the accident happened. Just say there was a mouse no, a large rat running about that needed catching. And Tom, very bravely, tried to catch it
Tom: Paul: Denise: Paul: Tom: Denise: Paul: Anna: Paul: Narrator:
Anna: Narrator:
Anna: Denise: Anna: Denise:
English at Work
Anna: Denise: Tom: Denise: Tom: Denise: Anna: Denise: Tom: Denise: Anna: Denise. Tom: Denise: Tom: Narrator:
(Typing) Yes and then he tripped over something. Was it your ego Tom? Err? Ha ha. Ouch! No, it was a sample box of Perfect Peaches. So, the cause of the accident was a box of Perfect Peaches left on the floor. Who left them there anyway? That might have been me Denise. What do I always say about putting things away? Now Anna, it says here 'Were there any injuries?' So I'll write, 'Yes, a member of staff broke his arm.' Sprained his arm. I think he'd be in more pain if it was broken, hey Tom? What? Err, yeah. It still hurts though. Hmm! Now finally it says 'What can be done to avoid this accident again?' Get rid of the mice I mean rats? No. Store things away properly and keep the office tidy, eh Tom? Yeah, I suppose so but I was only trying to catch that mouse. I know, very heroic. I'm starting to see what Anna sees in you, you know. Oh no, Anna, our dinner date! So, it's been an eventful day in the office. Anna has done the proper thing by completing an accident report form. If you have to report an accident at work, here are some of the questions you might be asked: How did the accident happen? What was the cause of the accident? Were there any injuries? And: How could the accident have been avoided?
Narrator: Anna: Tom: Anna: Denise:
So luckily for Anna she might get out of that date with Tom! Hey Tom, don't look so glum. I'm up for dinner if you still are? Ouch really? Sure Tom, and as you've only got one arm now, you won't be hugging me all the time. (snigger) You'll have to spoon feed him his food too!
English at Work
Tom: Narrator:
Denise, could you go and call pest control please? Careful what you say Denise, or you may get injured too! So it looks Anna and Tom's dinner date is on I can't wait to be a fly-on-the-wall! See you again soon. Bye!
Listening Challenge In the accident, what did Tom trip over? (Answer: A box of Perfect Peaches)
English at Work
English at Work
Episode 42: The dinner date Language to use when writing a proposal
Waiter: Tom: Waiter: Tom: Narrator: Would you like to see the menu? Oh yes please. I was asking the lady actually. Oh, right. Hello again. Anna and Tom are finally on their dinner date at a pizza restaurant. Eating could be difficult for Tom because he's sprained his arm after that accident in the office. He might still have romance on his mind but Anna is thinking about something else. Are you feeling nervous Anna? Nervous? Why? Being out on your own with Tom. What are you going to talk about? Don't worry. I can handle this, besides I want Tom's ideas about developing a new plastic vegetable. A plastic vegetable! Oh right. Well, good luck. So this is nice. Finally, us together, on our own, me and you, pizza, red wine expensive red wine, actually. Lovely Tom. You know Tom, Paul wants me to develop a new idea plastic vegetables I thought, maybe, you might like to help me? Come on Anna, we're not here to talk business. Tell me about you the real Anna. Have you had many err, many boyfriends before? That's a bit personal. What do you think about plastic peas? Err? Can you not switch off from work for one minute? Tom. I think you and me are very similar we're a good team. If we could come up with a great idea for Paul then who knows we may get to travel the world selling it together? Oh, I see. I hadn't thought of it like that. Right well Your pizzas madam sir (putting plates on the table). Thanks. Tom, I think you'll need some help cutting that. Thanks. (Pizza cutting noises) Mmm, you smell nice or is that the pizza?
Anna: Narrator: Anna: Narrator: Tom: Anna: Tom: Anna: Tom: Anna:
Tom: Waiter: Anna: Tom:
English at Work
Anna: Tom: Anna: Tom: Anna: Tom: Anna: Narrator:
(Sudden brainwave) I've got it! What? Plastic aubergines! Plastic aubergines? Yes. Plastic aubergines. They would look great on this table a sort of decoration. Yeah! And you could put sauces inside or salt and pepper. You could be on to something here. We need to put a proposal together, to give it to Paul. But what should we say? Anna, your proposal needs to be brief but clear. Use positive language to propose your idea to Paul. Use words like 'exceptional', 'fantastic', 'quality', and talk about how it would benefit the business by using words like 'profit', 'efficiency', and 'value for money'. Good luck! Are you OK Anna? (Scribbling) Yes. Just writing some things down. OK, well write down how we could target restaurants and cafes. They'll be begging for our vegetables. Oh this is so exciting let's drink to our succ (Bottle knocked over) Oh! Tom! What have you done? You've knocked red wine all over me and my notebook. Ermm, sorry. We had better get you out of that dress. Hmm, what a mess and what a date! But what may be lacking in romance is made up for in a potentially successful business deal. Let's find out how it's going much much later at Tom's flat this exceptional product has fantastic potential Say 'demand for this plastic aubergine will reach melting point!' My little joke. by making the production more efficient, our customers will get value for money and our profits will increase. There, done. Great. We can pitch this to Paul first thing on Monday morning. So now, maybe we can get back to our date? Look I saved some of that pizza. It's all cold! (Walking away) Anyway, I had better go. It's late and I want to tidy up this proposal. But it's been great. I can't wait till next time.
Tom: Anna: Tom:
Anna: Tom: Anna: Tom: Anna:
English at Work
Tom:
Bbbut
Door slams closed Tom: Narrator: Next time? Well, that went well! The pizza may be cold but Anna and Tom have developed a red hot proposal. Here's a reminder of some of the words you might want to use to make your business proposal stand out Exceptional! Fantastic! Quality. Profit. Efficiency. Value for money. Narrator: So with the proposal written, Tom and Anna just need to convince Paul and that means pitching their idea. Find out how they get on next time. Bye for now.
Listening Challenge: What is Anna's 'brilliant' new idea? (Answer: Plastic aubergines)
English at Work
English at Work
Episode 43: Doing your homework (Language to use in research)
Narrator:
Hello again. Last time on English at Work, we heard Anna leaving Tom crying into his cold pizza. He may not have had the evening he was expecting, but for Anna it was a huge success. She came up with an idea for a new plastic vegetable and now she needs to pitch it to Paul, the boss. (On phone) so I think I'll go for the blue, Marge, it matches my eyes well almost Morning Denise! Oh, hello Anna (back to phone/whispering)yes, Anna, bright girl, what she sees in Tom I'll never know what?!... ha, ha, I'm sure you would Oh hi Tom. You're in early. Uh? Oh yeah, couldn't sleep after you'd left. Tom, it was a fantastic night unforgettable in fact. Thanks so much. (On phone/whispering) Did you hear that Marge? She said it was 'unforgettable'! Looks like they're getting very serious You're such a gossip, Denise. The only thing Anna is serious about is her new idea. How's it going Anna? I'm really excited about launching a new product, although Tom doesn't seem so keen. Don't worry about him. You need to concentrate on convincing Paul that your new idea will bring in the business. But how? You need to pitch the idea to him but before that, you need to do some research. Yes, of course research but how do I do that? Check out the competition, work out some costs and find out what new product people would really like to see. Why not do a customer survey?! A customer survey. Right. But what should I ask?
Denise: Anna: Denise: Anna: Tom: Anna: Denise: Narrator: Anna: Narrator: Anna: Narrator: Anna: Narrator: Anna:
English at Work
Narrator:
Say: 'Could I ask for your opinion on a new product we are hoping to develop?' 'What plastic products do you currently use?', 'What products would you like us to make in the future?', 'How do you feel about the idea of selling plastic vegetables?', 'Any particular vegetable you would like to see?' OK, so it's like a questionnaire. I need to do some cold calling again! Good luck! I think I'm going to need some help with this. Tom, Denise, have you got time to help me please? Of course Anna. Yeah, well it's a bit tricky with my ouch sprained arm. But go on. As it's you. Thanks. We need to call up some companies and find out how interested they would be in buying plastic vegetables. Oh lovely. I love talking to people on the phone. You certainly do Denise! Good Denise. If you work your way through our business directory, call our existing customers and ask these questions. I'll get onto it straight away. Great, and Tom, could you help me by cold calling some new businesses? Oh yeah sure. I've got loads of contacts. I suppose I had better make some calls too. (Looks through directory) Hmm, let's try this one. (Dialling) 7-4-3-9-1-0-0 (Phone rings) Hello. Plastic Purr-fection. Can I help you? Oh hi. I'm Anna from Tip Top Trading, we make and sell plastic fruits. I'm trying some to get some opinions on a new product we're trying to develop. Can you spare a few minutes to help me? Well I'm quite busy at the moment but I'll try and help. Thank you. I'll be as quick as I can. Firstly, what plastic products do you use at the moment? All sorts plastic balls, plastic fish, plastic mice Plastic mice?! Oh, I see. And errr what sort of things would you like us to sell in the future?
Anna: Narrator: Anna: Denise: Tom: Anna: Denise: Tom: Anna: Denise: Anna: Tom: Anna: Man: Anna:
Man: Anna: Man: Anna:
English at Work
Man: Anna: Man: Anna: Man: Anna: Man: Narrator:
Let's think erm more squeaky toys. Squeaky toys?! What about plastic vegetables? Do they squeak? Err, not really. I think there might be some confusion here. Do you use plastic fruits in restaurants and shops? No. We just sell plastic toys for cats, hence the name 'plastic purrfection'. Oh I see, ha, ha. A good name, but, I'm sorry you're not really the business I was looking for. Thanks for your time anyway. Bye. Bye. (Aside) get down Tiddles! Uh-oh Anna. It's a good idea to check exactly what type of business you are calling before carrying out your survey. Better luck next time! If you're doing some research and want to get the opinions of your customers, here's a reminder of the questions you could ask:
Could I ask for your opinion on a new product we are hoping to develop? What plastic products do you currently use? What products would you like to see us sell in the future? How do you feel about the idea of selling plastic vegetables? Any particular vegetable you would like to see? Narrator: Denise: Let's find out how the team is getting on. That was fun. I called ten companies, asked them your questions one man asked me out for dinner anyway, I've created a database and put all the information there. (Boasting) Well I've called twenty companies and they all say plastic vegetables would be a great addition to their range especially aubergines! Great. Well, I had some success too so I'll put all the results in that database. Thanks everyone. (Typing on computer) Oh no what's happened? Denise! Denise! Everything's disappeared off the computer! Hey, my computer's gone blank. We've lost all our documents! Oh no a computer crash! Has Tip Top Trading lost all its valuable information? Find out next time in English at Work. Bye!
Tom: Anna:
Tom: Narrator:
Listening Challenge
What did the first company that Anna called, sell? (Answer: Plastic toys for cats)
English at Work
English at Work
English at Work
Episode 44: Computer crisis Language to use in dealing with IT support
Anna: Tom: Paul: Narrator:
(Banging on computer) Its frozen. Nothing will work Yeah and all my football scores I mean company accounts have disappeared. Can anyone get their computers to work? Or is just me? Welcome back to the offices of Tip Top Trading where, as you can hear, there appears to be a bit of computer trouble. Everyones work seems to have disappeared. This is serious so who can sort it out? Leave it to me Ill sort it out. (Pressing computer keys) You just need to switch it off and on again like that. (Computer noises) Hold on, lets check Denise! All my documents have gone now! Oh, sorry, I was just trying to help. Youll just have to call I.T. Support, look, heres their number. It Support? No Anna not it but I.T. Support information technology sometimes called Computer Support. Most big companies have them. These are the people who sort out your computer problems and get everything working again. But be careful, they might ask some tricky questions. OK, thanks. But what should I say to them? Tell them: "I am having problems with my computer", then say "the screen keeps freezing" and "I seem to have lost some documents". Tell them "I have turned the computer off and on but that hasnt fixed it". Finally, ask if they can help please! Well, Ill give it a try. Here goes. (Dials number and it rings) I.T., Dave speaking, how can I help? Oh hello Dave Im having some computer problems in fact everyone is here. Right. What system are you using? What system? Yeah, what are you using? PC, laptop, Windows XP?
Denise: Anna: Denise: Anna: Narrator:
Anna: Narrator:
Anna: IT Man: Anna: IT Man: Anna: IT Man:
English at Work
Denise: Anna: IT Man: Anna: IT Man: Anna: IT Man: Anna: IT Man: Anna: Tom: Anna: IT Man: Anna: IT Man: Anna: Denise: Anna: IT Man: Narrator:
Tell him its Windows 7. Erm its Windows 7 on a PC. Good, good, this should be easy. Were you using many applications when it crashed? Applications? Did you have lots of things open documents, spreadsheets, videos, other software? Well, I suppose I did. Right, well Anna isnt it? Yes. Right, well Anna, try pressing control, alt, delete, at the same time after that try opening Windows again. OK. (Shouting over to Tom) Tom, could you open the windows please. What eh? The windows?! Yes. Dave says so. No, no, no. Open Windows 7 on your computer. Oh, silly me! (Taps on keyboard) No, the screen just freezes. Im a bit worried because I think Ive lost some documents. Hmmm. In that case the only thing to do is reboot it. Reboot it? You mean kick it?! No! Reboot means turn it on and off again. Oh I see. No Dave, I have already tried turning it off and on again but that hasnt fixed it. What am I going to do? Dont panic! Ill come and have a look. Youre on the 2nd floor right? Oh dear. This is a bit worrying but Im sure Dave, the IT man, will get things sorted. Remember if you have important documents, its best to back them up on a memory stick just in case you have a problem like this. Lets remind ourselves of the phrases we might use if we have to call computer support: I am having problems with my computer The screen keeps freezing I seem to have lost some documents
English at Work
I have turned the computer off and on but that hasnt fixed it Can you help, please? (Lift doors open) IT Man: Denise: Tom: Anna: IT Man: Anna: Tom: IT Man: Tom: Narrator: Oh hi. Is Anna here? Shes over there. (Under the desk) So Anna, Im just going to unplug the screen and put the wire back in here OK Tom but are you OK down there? Mind your head. Excuse me, are you Anna? Ive come to fix your computer. Oh, hello you must be Dave. I really like your hair. (Hits head on table) Ow! Thanks. You look rather lovely. Id better take a look at your computer. Dont worry, its OK, I think Ive fixed it! Looks like Tom has a rival. Is Anna going to fall for the charms of Dave, the IT man, or is he just going to upgrade her software? This could get very interesting but theres still work to be done so join us again soon for English at Work. Bye.
Listening Challenge: What is the technical term for turning the computer off and on again? Answer: To reboot the computer
English at Work
English at Work
Episode 45: The plastic aubergine Language for making an 'elevator pitch'
Narrator:
Hello and welcome to English at Work. The companys computer system has been fixed and Anna seems to have found a new friend in Dave, the IT support man. But her main concern now is pitching her new idea for a plastic aubergine, to Paul the boss. So Anna, that guy didnt really know what he was doing did he? You mean Dave? Dave was that his name? He had a really bad smell. No he didnt. Hes done a great job. Look everything is working so, if you dont mind, I think we should get this pitch for Paul finished. Youd better hurry up. Pauls taking the afternoon off to go to his biscuit lovers convention. Oh right. Well, we might as well leave it until tomorrow then Anna. No Tom. Theres no time like the present I heard someone say that once weve got to get our idea to Paul as soon as possible. Then we might have time for a drink, or shall I ask Dave?! No, no, youre right. Look, Ill design some pictures of the aubergine and you get the results of our survey together, yeah? Great. Well done Anna. Remember to make your pitch clear and exciting. Really sell it with words like 'exceptional!', 'fantastic!', 'quality', 'profit', 'efficiency', and 'value for money'. OK, Ive got all that. Im just adding some of the facts and figures from our customer survey. Anna, Ive got the designs, theyre coming off the printer now.
Tom: Anna: Tom: Anna: Denise: Tom: Anna:
Tom: Anna: Narrator:
Anna: Tom: (Door opens) Paul: Anna: Paul:
Denise, Im off now. Cant wait any longer for my garibaldis! Wait Paul! I need to tell you about our new product idea. Well, I, I, have to go. Can you tell me about it in the lift?
English at Work
Anna: Paul: Narrator:
In the lift? Do I have to? Sorry Anna, but thats the only time Ive got. Right Anna. Its time for your elevator pitch an elevator is an American word for lift. Youll need to pitch your idea quickly and concisely. You need to tell Paul what the product is and who your market is. Then talk about how you hope it will make money for the company. Talk about the evidence you have that it will be successful and convince him it will really benefit the business. Phew, theres a lot to say in a short time but here goes. Anna, could you just press the 0 button there, thanks. Now Paul. Tom and I have come up with a new exciting product the plastic aubergine. Oh yes? Yes. This fantastic product will be a great addition to table decorations in the caf and restaurant market. Will it now? Do you really think it will be a profitable addition to our plastic portfolio? Oh yes. Using the same plastics as our fruits, we can easily re-mould our bananas and change the colour. We can increase efficiency but maintain quality. And profits? By my calculations, we can increase profits by 20%. Thats based on selling the same quantity that we now sell of Imperial Lemons. Hmm, 20%, really? But do you know whos going to buy this product? I do. Weve conducted a survey and already found 10 new companies who would buy this and 27 existing customers who have shown an interest in it
Anna: Paul: Anna: Paul: Anna: Paul: Anna:
Paul: Anna: Paul: Anna:
(Lift bell pings) Anna: and Im confident this new product will be a huge success.
(Lift door opens) Paul: Anna: Very impressive. Youve certainly done your homework. Look, let me chew it over probably on a custard cream and Ill get back to you. Thanks. (Calling out) Paul, Paul youve forgotten your bag.
English at Work
Paul: Narrator:
Oh yes, Ill need that. Thanks. Great work Anna! You convinced me but have you convinced Paul? So Annas done her first elevator pitch and kept to the facts. Heres a reminder of some of the things she said: Weve come up with an exciting new product. This fantastic product will be a great addition to table decorations in the caf and restaurant market. We can increase efficiency but maintain quality. By my calculations, we can increase profits by 20%. Im confident this new product will be a huge success.
Tom: Anna: Tom: Anna: Tom: Anna: Tom: Narrator:
So, how did it go Anna? Im not sure. I told Paul as much as I could and I think he listened. Good, good. So, what are you doing now? Ive got to meet someone. Anyone I know? No, not really. Its Dave from IT isnt it? (To himself) What does she see in him? Do you want me to answer that Tom?! Anna may have fallen for the charms of Dave but lets hope she keeps her mind on her plastic aubergines. Join us again next time on English at Work.
Listening Challenge: How much does Anna hope her new product will increase profits by? (Answer: 20%)
English at Work
English at Work
Episode 46: Acting up Language to use when you're in charge
Narrator: Welcome back to English at Work. Last time we heard Anna pitching her new plastic aubergine idea to Paul, in a lift. He was on his way to a biscuitlovers' convention and didn't have much time. She gave the perfect elevator pitch but it's down to Paul to give her idea the go ahead the problem is, he seems to have gone missing. Denise, isn't Paul supposed to be here today? Yes. He went to that biscuit lovers' convention yesterday but he said he'd be back today. Maybe he's eloped with a pack of custard creams, eh?! Very funny Tom. I'll give him a call now (phone rings) oh, that might be him now. (ANSWERS) Hello, Tip Top Trading oh hello Paul, everything OK? ...oh no! ...oh no! What Denise? He choked on a biscuit at the convention and he's in hospital. (To Paul) Yes Paul, that was Tom you want to speak to Anna? I'll just get her get better soon Paul. (To Anna) Anna, Anna, it's Paul on the phone, he wants to speak to you sounds important. Me? Oh right, can you transfer the call please? Hello Paul, are you OK? Not really. Damn Garibaldi biscuit got wedged in my throat, ended up banging my head on a table trying to get it out. Oh dear, so you're not coming to work today? I'm afraid not, I need to rest for a few days so I was wondering, in fact I'm asking you, could you act up? I've told you before Paul, I can't act or even sing. No, no Anna. Act up, I mean do my job for a bit be the boss just for a day or two. Me?! Be the boss?!
Tom: Denise: Tom: Denise:
Tom: Denise:
Anna: Paul: Anna: Paul: Anna: Paul: Anna:
Tom/Denise: What?! Paul: It's quite easy really. Just check my diary and you'll see what needs doing. And if you have any problems just erm just ask Denise. Thanks Anna.
English at Work
That's great Anna. You've got all the skills to do Paul's job maybe even more! But you need to take charge and show who's boss! Oh right. But what should I say? Well, don't be too bossy, but you could say: "If anyone has any issues about their work please come and speak to me", or, "I would like to have a meeting to discuss our work", or, "If there's anything you want to ask, my door is always open". That makes you sound like a very approachable boss! Good luck. Thanks. Right everyone, as you know Paul has put me in charge for a while. I'm not being funny Anna, but why you? I mean, I've been here the longest. Tom, if you have any issues about your work, please come and speak to me. Oh right I will then. Erm Anna congratulations on your promotion. I just wondered, now you're in charge, could I do a little less admin and a bit more selling? Let's see Denise. I'd like to have a meeting soon to discuss all our work, so we can talk about it then. OK? Oh yes, thanks Anna. Right then. It's business as usual and if there's anything you want to ask, my door is always open. Right, back to work and Tom, could I have a word in my office now please? Excellent work Anna. You're sounding like the boss already just don't start eating biscuits! Being in charge means being firm but fair and keeping your cool. Here's a reminder of some of the phrases Anna used: If anyone has any issues about their work please come and speak to me. I would like to have a meeting to discuss our work. If there is anything you want to ask, my door is always open.
Anna: Tom: Anna: Tom: Denise: Anna: Denise: Anna:
Narrator:
Anna: Tom: Anna: Tom: Anna:
Take a seat Tom. Could you please close the door? I thought "your door was always open"? Not this time. I need to speak to you about this message in Paul's diary. Oh, right, I see. You need my help? What does it say? It's for two days' time and it says, Socrates, IPC, final.
English at Work
Tom: Narrator:
Oh no, that doesn't sound good. Oh dear, what could that mean? Could there be trouble ahead? Join us again soon to find out. Bye.
Listening Challenge: What does Denise want to do a bit more of, now that Anna is in charge? (Answer: A bit more selling)
English at Work
English at Work
Episode 47: Talking sense Language to use to clear up confusion
Narrator:
Welcome back to English at Work. Anna is acting up as boss because Paul had an accident with a biscuit! But her and Tom are in a panic after finding a note in Pauls diary that said Socrates, IPC, final. Could it mean bad news for Tip Top Trading? Lets find out. Its very odd and it cant be good. But Socrates must mean Mr Socrates. Yes but IPC? Whats that mean? Yeah and final sounds very final. Hmm Ive got it! IPC it must be code for imminent post closures theyre going to sack us all! Sshh. Keep your voice down. Dont tell everyone. Lets check things out first, dont say anything yet. OK? OK. Mums the word. Your mum knows?! No, no, no, its our little secret. See you later. Everything OK Tom? Oh yeah, everythings cool. Actually Denise, its not. I think were all going to be sacked tomorrow by Mr Socrates. What?! No! Ive got a hairdressers appointment on Saturday, how am I going to pay for it now? What am I going to do? I know, Ill call Marge. (Calling across office) Hey Brian, Pete were all going to be sacked tomorrow. Erm Anna, youve got a problem brewing. What? Toms spreading rumours about job cuts. Everyones starting to panic. Oh no! Id better do something but what shall I say? Call a meeting quickly. Tell the team there are some rumours going around that are not true. Say, I am trying to establish the facts and I will let you know as soon as I have some information. You could say I would be grateful if you hear any rumours, not to pass them on. This can be a tricky situation and you need to handle it well. Good luck!
Tom: Anna: Tom: Anna: Tom: Anna: Tom: Denise: Tom: Denise: Tom: Narrator: Anna: Narrator: Anna: Narrator:
English at Work
Anna: Denise: Anna: Tom: Denise: Anna: Denise: Anna: Narrator: Anna: Tom: Anna: Tom:
Gosh. This is hard but here goes. Excuse me, could everyone gather round please. Is this about the sackings? No Denise. Any rumours about sackings are not true. Yeah thats right. Who told you that Denise? Hmmm Please dont listen to rumours. I am trying to establish the facts and if I get any information I will let you know straight away. But I heard Mr Socrates is coming tomorrow, surely hes going to sack us. Ignore the rumours and please dont pass them on. Anna. Tell them to carry on with their work as normal. Right, yes. Could you please just carry on with your work as normal. Thank you. So Anna, how are you going to find out the facts? Im going to have to call Paul in private Tom I dont want any more rumours getting out. Oh yeah, absolutely. You need to establish the facts right?
(Door shuts and Anna calls Paul on the phone) Paul: Anna: Paul: Anna: Paul: Hello, Paul speaking. Oh hi Paul. Its Anna. Sorry to bother you. Are you feeling better? Much better thanks but keeping clear of biscuits for a while! Anyway, is everything OK? Not exactly. There are rumours spreading about job cuts. Tom saw a note in your diary for tomorrow that said Socrates, IPC. Hmm. Really? Oh yes. I mean, oh no! Its not job cuts its IPC - the International Plastics Conference tomorrow! And Mr Socrates is flying in for it. Oh golly gosh, Id forgotten about that. I see. And why did you right final? Because theres an award being given for the Best Plastic Innovation and were in the final with our Imperial Lemon. It was a reminder to me to write an acceptance speech. Oh golly gosh, I havent written a thing.
Anna: Paul:
English at Work
Anna: Narrator:
Oh dear. What are we going to do? What are you going to do indeed? But thank goodness those rumours of job cuts are not true. Tomorrow could actually be a good day for Tip Top Trading. Heres a reminder of the phrases Anna used to try and control the spread of some office rumours: There are some rumours going around that are not true. Please dont listen to rumours. I am trying to establish the facts and if I get any information I will let you know straight away. Ignore the rumours and please dont pass them on. Please just carry on with your work as normal. Thank you.
Narrator:
Tomorrow is going to be an important day at the International Plastics Conference. Mr Socrates will be there and Tip Top Trading could pick up a prestigious prize but whos going to write the acceptance speech? OK Anna, this calls for some urgent action. I want you and Tom to meet me at the Princess Diana Conference Centre tomorrow at 9.00. Right. And what about the speech? (Making excuses) Well, Ive got quite a lot on my plate so I was wondering if you could give it a go please? Me?! Ive never done it before. What am I going to say?! Dont worry Anna. Were here to help. Join us again soon for some more English at Work. Bye!
Paul: Anna: Paul: Anna: Narrator:
Listening Challenge What award has Tip Top Trading been nominated for? (Answer: Best Plastic Innovation Award)
English at Work
English at Work
Episode 48: Face-to-face Language to use when networking

Narrator: Welcome back to English at Work. Its the big day of the International Plastics Conference and a good opportunity for the staff at Tip Top Trading to promote its business. But hold on, whos this? Its Mr Socrates, the big boss from America.
Mr Socrates: Hey, you guys, where have you been? Paul: Anna/Tom: Ah, Mr Socrates nice to see you again. Id heard you were in town. Hello Mr Socrates.
Mr Socrates: Ive been looking for you everywhere. I need to catch up with you and see how business is going. Paul: Oh very, very well. Were selling Imperial Lemons to France and Anna is developing plastic vegetables.
Mr Socrates: Ah Anna! My favourite girl. Still doing a good job? Anna: Paul: Im doing my best. In fact shes been doing my job for a few days had a bit of a biscuit accident
Mr Socrates: Yeah, well thats not hard for you, Paul. Listen, listen I need to talk you shouldnt the others be doing some networking now? Paul: Of course, thats why were here. Right, Tom, I need you to catch up with some of our existing customers do some schmoozing and Anna, could you talk to some potential new customers? I need to speak to Mr Socrates. Right. Erm, networking what exactly am I supposed to do? Networking is about helping your business through connecting with other people in the industry. It involves meeting people and talking to them, sharing information, hopefully helping each other and ultimately, getting new business. So I have to talk to strangers? Well, yes. Introduce yourself, say who you work for. Ask them about their business and what they do. Then explain a bit about what you do and who uses your products. If its appropriate, say that you may be able to help them. Then see if they would consider buying from you. Just be chatty and friendly.
Anna: Narrator:
Anna: Narrator:
English at Work
Anna: Woman: Anna: Narrator: Anna: Woman: Anna:
Thanks. Ill give it a try. (Talking to someone) Excuse me, hello, Im Anna. I work as a Sales Executive at Tip Top Trading and you are? Jane. Jane from NicenCheesy. Its very busy here today isnt it? It is. Its my first time here but its very exciting. I really didnt know what to wear. Anna! Thats chatty and friendly, but lets get down to business. Oh yes, of course. So can you tell me about your company, NicenCheesy? Well, we sell cheese to Londons top cheese shops - we like to say were a wedge above the rest a wedge of cheese, get it?! Err, right. Well, can I briefly tell you about what our company does? Our company Tip Top Trading makes plastic fruit mainly for the catering and food industry. Were up for an award today for one of our designs. Smashing. Thats quite interesting actually. We have an issue with the fresh grapes we provide with our cheeses they keep going mouldy. Oh dear. Yes sour grapes you could say! A good quality plastic grape would be useful to put with our cheese displays. Well, I think we might be able to help you. Yes you can! This is the time to exchange contact details give her your business card. Well, if I could have your contact details Ill send you one of our brochures and then give you a call about prices. And heres my business card should you want to call me. Thats fantastic. So nice to have met you and I think what youre wearing for the conference is perfect. Thanks! Bingo! Looks like Anna has a potential new customer. She was friendly and chatty but kept her mind on business. She used phrases like these: Excuse me, hello, Im Anna. I work as a Sales Executive at Tip Top Trading. Can you tell me about your company? Can I briefly tell you about what our company does? I think we might be able to help you. Heres my business card should you want to call.
Woman: Anna: Woman: Anna: Narrator: Anna:
Woman: Anna: Narrator:
English at Work
Narrator:
So, some good work by Anna but theres more networking to be done. A conference is a good place for networking and for catching up with your boss, too. Lets find out how Paul is getting on with Mr Socrates.
Mr Socrates: Its a tough economic climate Paul. Were already cutting out cookies in management meetings. Paul: Oh, gosh.
Mr Socrates: And now were cutting staff. Weve already lost Rachel my favourite Sales Executive. Paul: Ah yes, well, she was stealing the pens.
Mr Socrates: Pens can be replaced but not people like her. Paul: Well
Mr Socrates: But now its time to reduce your team Paul share the pain. Paul: Are you sure?
Mr Socrates: Absolutely. By my calculations you need to be rid of one member of staff. Paul: Oh well lets not tell the team until weve had the awards ceremony.
Mr Socrates: OK Paul. But its in your hands to sort this out. Paul: Narrator: Crumbs! Ah yes, Tip Top Trading could be about to win a prestigious award but how will this bad news go down with the team? And what is Paul going to do? Find out next time on English at Work.
Listening Challenge What is the name of the company that Jane (the woman that Anna networks with) works for? (Answer: NicenCheesy)
English at Work
English at Work
Episode 49: Award winning! Language to use in an acceptance speech

Narrator: Welcome back to English at Work. Paul, Anna and Tom are at an important International Plastics Conference. Its been a busy day of networking but the big boss from America, Mr Socrates, has told Paul some bad news. Before he tells the team, there is an important award to be won the Plastic Innovation of the Year award. Will Tip Top Trading win it? I hope youve written your acceptance speech Anna. Yes, Im just doing it now. Youve left it a bit late. Ive been so busy and now Im really struggling. I dont know what to write. Well, dont forget to say On behalf of everyone at Tip Top Trading, thank you for our award. Or, you could say our company is at the forefront of plastic innovation. Tell the audience this award is a real boost for everyone working at the company. Say that and youll be fine. working at the company. Good, got it. Thanks. Oh hi Tom, how have you got on? Great great. Ive been hanging out with some of our clients keeping them sweet, you know what I mean? Err, I dont actually know. But Ive had some success. Oh, here comes Paul. Hi Paul. Oh hello. Having a good day? Yes, were just talking about our success lets hope we win that Plastic Innovation of the Year award, eh? Oh yes... lets hope so. Although that means Ive got to read out that speech you wrote for me. Public speaking is not really one of my things. Ladies and gentlemen, please take your seats for our special award ceremony. OK, heres your speech Paul. Weve got to win first. Shhh shhh. Listen!
Anna: Tom: Anna: Paul: Anna: Paul: Host: Anna: Tom: Anna:
English at Work
Host:
Thank you everyone for attending this years conference. As you know, the highlight of the day is announcing the winner of our Plastic Innovation Award. So, without further ado, lets find out who this years winner is. It is Tip Top Trading for their Imperial Lemon. Hey, thats us. Weve actually won! Oh crumbs. I suppose I'd better do my speech now. Yeah go on Paul you can do it! OK, right. Whooah ouch. Oh no. Pauls tripped over that chair.
Tom: Paul: Tom: Paul: Anna:
(Paul moaning from distance) Host: Tom: Anna: Is there anyone from Tip Top Trading here? Anna, youll have to do the speech you did write it after all. What me?! I cant.
(Paul moaning) Tom: Narrator: Anna: Go on. Youll be fine and besides Im no good at public speaking. Yes you can do it Anna! Just start by saying ladies and gentlemen. Oh, if I have to. Erm ladies and gentlemen. On behalf of everyone at Tip Top Trading, thank you for our award our company is at the forefront of plastic innovation. (Shouting out) Yeah! Erm thanks Tom. This award is a real boost for everyone working at the company. We pride ourselves on innovation, quality and err plastic fruit. And coming soon, well be launching a new plastic aubergine. Ow, my big toe! So thank you everyone, this really means a lot to us. Brilliant Anna. Yes splendid. Well done Anna. Well done indeed. Anna saved the day again by making that speech. She sounded confident and genuinely happy about getting the award. Heres a reminder of some of things she said:
Tom: Anna:
Paul: Anna: Tom: Paul: Narrator:
English at Work
Ladies and gentlemen, on behalf of everyone at Tip Top Trading, thank you for our award. Our company is at the forefront of plastic innovation. This award is a real boost for everyone working at the company. This award really means a lot to us. Anna: Paul: Host: Everyone: Host: Tom: Host: Are you OK now Paul? Yes, sorry, that was rather unfortunate and a bit embarrassing too, but hold on whats happening now? Ladies and gentlemen, before you go, we have one more award to present. Oooh! We have a special award. Employee of the Year. This recognises someones achievements and contribution to the plastics industry. At last, Ive been recognised. Please welcome Brad Socrates from Tip Top Trading International to award the prize.
Mr Socrates: Out the way. Wheres the Goddamn envelope? OK, right, (announcing) and the award goes to Anna from Tip Top Trading. Anna: Paul: Anna: Me? Bbbut I Go on Anna. You deserve it. Go and make another speech! (Getting tearful) Thank you everyone this is amazing.
Mr Socrates: This girl is amazing. In just one year she has risen from an apprentice to a champion. Its great to have her on board. (Aside to Anna) I think we should talk about your salary later hey? Narrator: Can things get any better for Anna? I think they can. Join us again soon for more English at Work. Bye.
Listening Challenge: What product does Tip Top Trading win its plastic innovation award for? (Answer: Imperial Lemon)
English at Work
English at Work
Episode 50: Reality bites Language used in making someone redundant
Denise: Tom: Anna:
Morning everyone. How did you get on at the conference? Oh hi Denise. Yeah it was it was OK. What do you mean OK? It was great. We made some new contacts and we won an award Best Plastic Innovation of the Year, for our Imperial Lemon. Oh thats wonderful. Wish Id been there. Maybe next year eh? Maybe? Welcome back to the offices of Tip Top Trading where everyone is catching up on yesterdays good news. But today its bad news that everyone is going to hear following Pauls chat with the big boss, Mr Socrates. But how bad is it? Lets find out. Morning everyone. Hi Paul. Everything OK? Yes, fine. Well done for winning Employee of the Year I hope you can continue to be a great employee. Excuse me. Hmm, he sounded odd. What did he mean? Probably run out of biscuits! Hes obviously got something on his mind. Denise, could I have a word with you in my office please? Of course. Ill bring my notepad and pen shall I? Whats that all about? Anyway, now were alone, I wanted to see what youre doing tonight are you free? Sorry Tom, Im seeing Dave tonight. Hes offered to fix something on my computer at home. Oh, has he now?
Denise: Tom: Narrator:
Paul: Anna: Paul: Denise: Tom: Anna: Paul: Denise: Tom: Anna: Tom:
(Denise goes into Paul's office and comes out a few minutes later) Denise: All the years Ive worked here why me? Why now?
English at Work
Anna: Denise: Anna: Narrator:
Denise, whats up? Paul says he needs to move the furniture around and he has to let me go. He says he cant afford me anymore. Thats terrible but wheres he letting you go to? And what furniture is he moving? No Anna! If someone says they are moving the furniture they really mean they are restructuring or changing the business. And if they say they have to let you go, it means they are sacking you or in other words, ending your job. Sacking you? Oh, that is serious. (To Denise) Denise, Im really sorry to hear this. But why does Paul want to move the furniture around? He says its because of the tough economic situation. My role is no longer needed. Hey, thats not true. You make a great cup of tea Denise. Ive got a good mind to smash Pauls bourbons into tiny crumbs. Grrr. Calm down Tom. Now Denise, when did Paul say you had to go? Hes given me seven days notice. A notice period is an amount of time an employer must give an employee if they plan to terminate their employment. I never thought I would be facing redundancy not now not at my age. Redundancy? Yes, if someone says they are facing redundancy, its another way of saying they are losing their job. Hmm, I think Denise needs a shoulder to cry on. Yes. Denise, do you want my shoulder to cry on? Oh thanks. Urgh! Erm Denise, Ive just made some tea would you like a cup? Oh yes please. There you go. You know Denise, youve got to think positively. Youll get another job and lets face it you didnt like working here anyway you always looked so miserable. I dont think Toms attempts to cheer Denise up are going to work! Losing your job can be a traumatic experience. It can come as a surprise and a shock. Lets hear the phrases Paul used to break the news to Denise:
Anna: Denise: Tom: Anna: Denise: Narrator: Denise: Anna: Narrator:
Anna: Denise: Tom: Denise: Tom:
Narrator:
English at Work
Weve got to move the furniture around. Im afraid Ive got to let you go. Im giving you seven days notice. Narrator: And here are some other expressions you may hear in connection with losing your job: Facing redundancy Getting the sack Terminating your employment Leaving the company Denise: Tom: Anna: Tom: (Door opens) Paul: Tom: Denise: Narrator: Tom, Anna. Could I have a word in my office please? Oh no. This is it. Its my turn to get the chop! Ha, You might not need my stapler after all! Crikey! Things arent looking good at Tip Top Trading. Are Tom and Anna getting the chop I mean, the sack? Join us again next time on English at Work. Right, well, I might as well start clearing out my desk. Yeah its a real shame. Any chance I could have your stapler? (Whispering) Tom, you could be a bit more sympathetic. Oh right.
Listening Challenge What does Anna offer Denise to cry on? (Answer: Her shoulder!)
English at Work
English at Work
Episode 51: Taking shape Language used for conveying your ideas to others
Narrator: Hello again and welcome to English at Work. Its another day at Tip Top Trading and hopefully a happier one, following Denises bad news about her job. I wonder if Tom and Anna are about to get the same bad news? Its really awful having to let a member of your staff go but thats the situation were in, Im afraid. And now youre going to letting us go arent you? Honestly Paul, Ive given my life to this company and, quite frankly, Im disappointed no, Im angry at your decision. See your biscuits? Well Tom! Thats what I think of Tip Top Trading What?! Hold on Tom. I think youre a bit confused. Im not sacking you too. I need to talk to you about plastic vegetables you know, the aubergine idea? Oh I see. Youre not sacking us? Sorry Paul Ill buy you some more biscuits. So what was it that you had to say? Plastic vegetables. Yours and Annas idea for a plastic aubergine. I like it. Its good. So, I need you to develop a prototype we can use to show our potential clients. Well thats great. So where do we get the prototype made? Upstairs, on the 4th floor. We have a great development team who can magic up some amazing designs. Theyre magicians? No Anna. Theyre just developers who make things out of plastic. Thank you Tom. Look, why not go and have a chat to them now and get the ball rolling. But were not making balls. Come on Anna Ill explain. See you Paul. To get the ball rolling he means to get the project moving along. Developers can design and make models of your products which you can
Paul: Tom:
Anna: Tom: Paul:
Tom: Paul:
Anna: Paul: Anna: Tom: Paul: Anna: Tom: Narrator:
English at Work
show and develop. But you need to give them clear and specific instructions. Lets see how Anna gets on. Tom: Anna: Tom: George: Tom: George: Narrator: Anna: Narrator: So this is the development team. Oh hi George, you up for footie on Sunday? Great. Have you met Anna before? Hello. Weve come to talk vegetables. Try the greengrocers! Ha ha, very funny! No, we need a plastic aubergine making, mate. Its our new big idea. Easy. We can just remould the design for the Imperial Lemon. Can they Anna? Is that what you wanted? To get what you want, you need to explain exactly your requirements. But what shall I say? Tell them exactly what you were thinking by saying I have a specific idea in mind and Im interested in hearing your thoughts on how to improve my ideas and, Id like to use your design skills to produce a fantastic product. I see. OK, time for me to take control. George this is quite a special project for us isnt it Tom? Oh yeah, right, absolutely. So we want to get it right and I already have a specific idea in mind. Great, sure, tell me more. Well, based on a real aubergine, I was hoping it could be 20 centimetres in length, using grade 1 plastic resin, with a black-purple colour and a 30 degree curve on that side. Does that make sense? Erm yeah. Quite clear. Obviously you are a designer, so Im interested in hearing your thoughts on how to improve our idea. Well, it looks very impressive already. Gosh, Tom, where did you get her from? He didnt get me from anywhere. Now, Id like to use your design skills to develop a fantastic product that I can show everyone. OK? Err yes. Ill get onto it straight away.
Anna: Tom: Anna: George: Anna:
George: Anna: George: Anna: George:
English at Work
Narrator:
Excellent Anna. Sometimes its important to take control and say what you really want but in a positive and encouraging way. These are the phrases that Anna used:
I have a specific idea in mind. Im interested in hearing your thoughts on how to improve my ideas . Id like to use your design skills to produce a fantastic product. Narrator: Theres one more phrase to use to make sure things go to plan if someone is making something for you. That is I need to sign off your designs be fore they go into production, that means approve the plans before anything I made. Off you go Anna so when will you have the designs ready then? Hopefully by tomorrow morning. Is that OK? That will be great but I will need to sign off your designs before they go into production that way, there wont be any mistakes will there? Crikey Tom, shes a bit bossy. No! Shes a pussy cat really a bit of a softy. Now come on Tom. Fetch my things, we need to go and sort out a leaving present for Denise. Oh yeah right, of course, see you George. Hmm, I think Toms the pussy cat! Lets hop e the designs come out well. But even more important is Denises l ast day at work tomorrow how is everyone going to cope? Find out next time on English at Work. Bye.
Anna: George: Anna: George: Tom: Anna: Tom: Narrator:
Listening Challenge How long does Anna want her prototype plastic aubergine to be? (Answer: 20 centimetres)
English at Work
English at Work
Episode 52: So long Denise! Language used for giving career advice
Narrator:
Hello again. It's a difficult day at the offices of Tip Top Trading. The office assistant Denise is losing her job, and today is her last day. Anna is busy with her work and trying to get everyone to sign Denise's leaving card. Paul, have you signed Denise's leaving card yet? No, not yet. Have you got a pen? "Sorry to see you go. Best foot forward. Paul." There. I feel a bit guilty, it was me who got rid of her. Yeah. Well, you should feel really bad. I can't believe you're getting rid of her. Tom, do you want to sign the card? Yeah, of course. "You arewerethe best employee we ever had. So sad to see you go. Kiss, kiss, kiss. Tom." Gosh. Three kisses! Erm, you haven't given me any money for her leaving present yet, have you? Oh sorry, a bit of a cash flow problem Here, have a pound. That's generous!
Anna: Paul: Tom: Anna: Tom: Anna: Tom: Paul:
(Denise crying in distance) Paul: Tom: Anna: Denise: Oh crumbs, she's crying again. Anna, could you deal with her? I've got something important to do. Oh yeah. Me too. Denise, are you OK? Are you upset about leaving? Yes. I've loved working here. I've made some good friends like you Anna Oh, and being able to make free phone calls has been good. What am I going to do now? Oh dear Anna. It sounds like Denise needs some career advice. Career advice? She needs some guidance on what to do next and where to find another job. What would you do in her situation? Look in the newspaper, ring my contacts, register with a job agency?
Narrator: Anna: Narrator: Anna:
English at Work
Narrator: Anna: Denise: Anna: Denise: Anna: Denise: Anna: Denise: Anna: Denise: (Door opens) Paul: Tom: Anna: Paul: Narrator:
Exactly! I'm sure you can give her some good advice. Go on, give it a go! OK, I'll try. (To Denise) Cheer up Denise, you need to think positively. Do I? I'm unemployed from tomorrow, how am I ever going to find another job? Well, have you tried looking in the job section of the newspaper? No. It's a good place to start. And there are loads of job-finding websites you could sign up for. I don't have a computer. Well what about ringing some of the people you know; contacts who may know about a job. Hmm, I hadn't thought about that. And of course, you could register with a recruitment agency. They're good at finding jobs for you. Oh, that's a good idea. Anna, you're brilliant! What great ideas you're so kind and thoughtful.
Anna could you Oh no, she's crying again. Oh no, shall we go back into your office Paul? No, no. It's OK, Denise is crying with happiness. She's feeling better now. Oh well, in that case shall we all gather round and officially say goodbye to Denise. It's an emotional day for Denise, but Anna has been really useful with her career advice. If a professional career advisor is not available, giving some of your own advice can sometimes be useful. Let's hear again what Anna suggested You need to think positively. Try looking in the job section of the newspaper. There are loads of job-finding websites you could sign up for. What about ringing some of the people you know? You could register with a recruitment agency.
Paul:
OK everyone, the time has come to say farewell to Denise. It's with regret we've had to let her go.
English at Work
Tom: Paul:
We? You, Paul. Thank you for all your hard work and we wish you very well in the future.
(Everyone claps) Paul: Anna: Denise: Anna, I think we have a gift for Denise? There you go Denise. Careful, it's quite heavy. (Unwrapping gift) Oh, what a beautiful fruit bowl and full of plastic fruit!
(Everyone laughs) (Phone rings) Tom: I'll get it (Tom talks to someone on the phone). Sorry about that everyone. That was a company called Nice'n'Cheesy, they remember you Anna. They liked your sales pitch and want to order a hundred thousand plastic grapes to go with their cheeses! What?! Brilliant! Ooops.
Paul:
(Fruit bowl drops and smashes) Denise: Narrator: My new fruit bowl! (Starts crying again) Oh dear. Poor Denise! It looks like she might be leaving the company at just the wrong time. I wonder if she'll be back? You'll have to join us again for the next episode of English at Work. Bye!
Listening Challenge: What does Denise get for her leaving present? (Answer: A glass fruit bowl)
English at Work
English at Work
Episode 53: Help! We need somebody Language to use when taking a telephone message
Tom: Has anyone seen the stapler?
Anna:
I can't find any pens.
Tom: Paul:
Oh, here it is. Will someone answer that phone?
Narrator:
Hello again and welcome back to English at Work. The offices of Tip Top Trading have become chaotic since Denise left and just at a time when things are getting busy. How is everyone going to cope? Let 's find out.
Tom:
(Answering phone) Hello. Yes? It is. We're very busy so call back later. Bye.
Anna:
That was a bit rude Tom.
Tom: Narrator:
Well we're too busy to be nice. Hmm. Not a good attitude Tom. Even when you are busy at work it's important to be polite on the phone. It could be a potential customer. Anna, I think you're going to have to remind Tom about this.
Anna:
Yes, I think so.
Narrator:
If things are busy in the office you could say to someone on the phone 'we're a bit busy at the moment, could I take your name and number and we'll call you back' and, 'when would be a convenient time to call you?' or if the caller wants to speak to someone specific you could say 'could I take a message please and I'll make sure he or she calls you back'.
Anna:
That's useful. (Phone rings) Oh there goes the phone again.
English at Work
Paul: Anna:
Anna, could you get that please? I've got a mouthful of biscuit. Thanks. Sure Paul. (Answers phone) Hello? Tip Top Trading yes, that's right but things are a bit busy at the moment. Could I take your name and number and I'll call you back as soon as I can oh hold on, has anyone got a pen?
Tom:
I think we've run out. Denise usually orders them. Here, use my souvenir pen I bought in Italy, you see it changes colour if you hold it up to the light.
Anna: Tom: Anna:
Thanks. Oh no! There's no paper to write it on. Here, write it on my hand. OK. Hold still. 7-4-9-0-5-6-8. Thanks for your patienc e, when is a good time to call you back? OK 3 o'clock I'll call you then. Goodbye.
Tom: Anna:
Sounds important. Possibly. (Phone rings) Oh not again! (Answers phone) Hello, Tip Top Trading, Anna speaking I see Well he doesn't seem to be here at the moment can I take a message and I'll get him to call you back. (Whispering) Tom, I ne ed your other hand to write on keep still. (To caller) OK, what's the message? Yes, call Bob about the lemons on 8-09-5-2-4. OK, I'll pass that on. Thanks. Bye.
Tom:
Goodness. It's been crazy here since Denise left. Look we've even run out of teabags. I'll go and get some, shall I?
Paul: Tom: Anna: Narrator:
Hold on Tom. Has that invoice for Tutti Fruity been sent out yet? I dunno. Denise usually sends out the paperwork. I wish Denise was here! So do we all! It sounds like chaos in the office but however hectic things can get, remember to remain professional when answering the phone. Here's a reminder of some of the phrases you could use
English at Work
We're a bit busy at the moment, could I take your name and number and we'll call you back. When would be a convenient time to call you? Could I take a message please and I'll make sure he or she calls you back. Anna: Ah there you are, Tom, you've been a long time. I need to give Paul that important message I wrote on your hand. Tom: Ah yes it's a bit tricky. You see, I went to the toilet and then I washed my hands. Anna: (Phone rings) Tom: Anna: Narrator: Erm I'll get that, shall I? We can't carry on like this. No you can't! Has Anna lost the numbers of two potential clients? Can the company carry on like this? It certainly looks like it could do with another pair of hands. What will happen next? Join us again next time for English at Work. Bye! Oh no, you've washed the messages off! What are we going to do now?
Listening Challenge: What has the office run out of? (Answer: pens and paper)
English at Work
English at Work
Episode 54: Eating humble pie Language for justifying your position
Narrator: Welcome back to the chaotic offices of Tip Top Trading. Now Denise has left the company, the place is a mess and important phone messages are being lost. What can be done to make things better? I think we know the answer!
(Door opens) Paul: Tom: Anna: Tom: Paul: Anna: Tom: Anna: Paul: Tom: Paul: Anna: Narrator: Tom: Paul: Hi. Did anyone take a message for me while I was out? I'm expecting an important call. Err no! Actually yes Paul. I wrote it on Tom's hand but he washed it off. Look, good hygiene's very important to me. Hmm. That's not very good is it? What's wrong with writing on a piece of paper? We've run out of paper and pens. Everything really. Nobody's ordered any stationery or tidied up the office. It's since Denise left. Yes, maybe I was a bit hasty getting rid of her. It was really just to save money. Yeah, but look, if we can't take messages from possible clients we're going to lose even more money. Yes I suppose you have a point. Maybe I will to have reinstate her. You mean, get her back? Yes Anna, he does. Another way of saying reinstate is he's got to 'reverse his decision'. It means Paul has got to make an awkward call to Denise. Look Paul, you're going to have to call her and tell her you've made an error a huge one actually. It wasn't that huge? Actually Anna, you're her good friend, would you like to call her? Me?! B-b-but I can't.
Anna:
English at Work
Narrator:
What a coward! I think it's time to stand your ground Anna. Tell him "You're the boss, I think it's better coming from you", and remind him "it was your decision so you need to explain the situation", and remind him "this is your responsibility". You could suggest he says "I'm sorry, I made a mistake and we would love to have you back." OK. Do you know what Paul, I think the news is better coming from you just to make it official. Yeah Paul, you are the boss after all. And it was your decision in the first place so you need to explain that the situation has changed. Well, maybe you're right but I can't tell her I'm wrong can I? Look, just say you're sorry. Tell her you made a mistake and I would love to have you back we all would. Yes, you're right. I should do it. I'll just have a quick biscuit. Here goes (Dials number) Hello? Ah... h-h-h-ello Denise. It's me Paulyour boss your ex-boss from Tip Top Trading. Oh. How are you getting on? Well Good, good. Actually, I've been rethinking our staffing situation in the office Yes? Andwell I'm sorry Denise I miscalculated my staffing numbers. You mean you made a mistake? Well, I suppose so. So... I would love to have you back in the office as soon as possible. What do you say? Hmm, let me think about it hmmm errr well hmmm What will Denise decide? It was a hard phone call for Paul to make, but not one Anna should have made as it wasn't her mistake. She stood her ground with Paul and used the following phrases:
Anna: Tom: Anna: Paul: Anna: Paul: Denise: Paul: Denise: Paul: Denise: Paul: Denise: Paul: Denise: Paul: Denise: Narrator:
English at Work
You're the boss and I think the news is better coming from you. It was your decision in the first place so you need to explain that the situation has changed. This is your responsibility. Narrator: And here is a reminder of the phrases Paul used to try and apologise: I've been rethinking our staffing situation in the office. Sorry, I made a mistake. I miscalculated my staffing numbers. I would love to have you back in the office. Denise: Paul: Denise: Paul: Denise: Tom: Paul: Tom: Hmmm well OK then. I'll start back tomorrow. Oh wonderful. I'm so pleased. We'll get your old chair back in position. Actually Paul, if you want me back I'll need a new chair and a new phone OK Denise! See you tomorrow. And a pay rise! So, is she coming back then? Yes, first thing tomorrow. That's good because we've just had a call from Nice'n'Cheesy they said nobody returned their call yesterday and they if we don't contact them by the end of tomorrow they will go elsewhere for their plastic grapes. Right, we must act and act fast. Let's hope they don't lose that contract. At least with Denise returning to work, things will be a little more organised but for how long? Join us again next time on English at Work. Bye!
Paul: Narrator:
Listening Challenge: What does Paul tell Denise he has been rethinking? (Answer: the staffing situation/numbers)
English at Work
English at Work
Episode 55: To show you the ropes Language for telling someone what to do
(LIFT DOOR OPENS) Tom: (ALL CHEER) Anna: Denise: Narrator: Welcome back Denise, we just couldn't survive without you. Oh bless you. Yes welcome back to Tip Top Trading Denise. Paul, the boss, was a little hasty in getting rid of her so now he's asked her back but negotiated some new conditions which include learning how to be a Sales Executive, like Anna. But who's going to show her what to do? Quick, gather round, here she comes.
(DOOR OPENS) Paul: Denise: Paul: Denise: Paul: Anna: Narrator: Anna: Narrator: Oh, hello Denise. Nice to have you back. I suppose I had to eat my words didn't I? Yes, well it makes a change from biscuits! Now, where have you put my stapler and my red pens? Don't worry about that, I've got you a new stapler and a new desk, right here next to Anna. Oh lovely. Well you wanted some experience in sales, so I thought Anna could show you the ropes. Ropes? I don't have any ropes! Anna, if you 'show someone the ropes' it means you explain to someone how to do the job. You'll be great at that. Oh I see. Well I might know what to do but I'm no good at explaining it to someone else. Well the best way is to start at the beginning. Why not suggest to her to 'watch what I do', or give her some of your tasks and say 'please could you make a start on these?' and then reassure her by saying 'I'm here to help so please ask me if you need to know what to do.' Good luck.
English at Work
Anna: Denise: Anna: Denise: Tom: Anna:
Thanks! (To Denise) So Denise, it's nice to have you back, how's your new desk? Much bigger than my old one and look, it goes up.and down. Yes it does. OK, shall we make a start then and I'll show you the ropes. Oh yes Anna, of course Anna. Do I need to use the phone? I reckon you're quite experienced with the phone already Denise! Thank you Tom. We won't make any calls yet, just watch what I do for a while. Look, I'm just checking our database so see who we haven't called for a while. Oh yes. I'm just checking the dates herein fact Denise, why don 't you make a start on this.
Denise: Anna:
(PHONE RINGS) Denise: Tom: Denise: Anna: Denise: Tom: Narrator: Of courseoh look, my phone's ringing. Are you going to answer it then? Oh right. Hello, Tip Top Trading, Denise speakingoh hello Marge! (To Anna) It's Marge, Anna! Oh right. I'll leave you to it I'm here to help, so please ask me if you need to know what to do. OK Anna, I won't be long. (Back to the phone) So Marge, how did it go the other night? Really? Really! Well, I'm sitting at my new desk Nice to have her back hey?! Some Sales Exec she's going to be! Everyone has to start somewhere Tom! Now Anna is helping or coaching - Denise I'm sure she'll become an excellent worker. Here are some of the phrases Anna used to help her:
Let me show you the ropes. Watch what I do for a while. Why don't you make a start on this? I'm here to help, so please ask me if you need to know what to do. Narrator: Denise: Let's find out how Denise is getting on. (Still on phone) So I said to him, it's just not my colouryes exactlyhold on Marge, everyone's looking at me. I'd better call you back. Yes, tonight. Bye!
English at Work
Tom: Denise: Tom: Denise: Tom: Denise: Anna: Tom:
Hmm, you've certainly got a good phone manner. Do you think you could order some pens now, we've run out. That's not my responsibility anymore. Err, I think it is. Isn't! Is. Isn't! You two, please! Well, she's got time for personal calls but not to order pens. (PHONE RINGS) Oh hold on.Oh Hi Jim, how's things? Yeah! Did you catch the match last night? What a goal! Really! Oh dear Anna. Things aren't going well. It's time to sort things out again but what are you going to do? Join us again next time to find out. Bye!
Denise: Narrator:
Listening challenge: What task does Anna give Denise to do first? (Answer: checking the database of clients to see who hasn't been called for a while)
English at Work
English at Work
Episode 56: Pushed to the limits Language for setting priorities
Narrator:
Welcome back to English at Work. At the offices of Tip Top Trading, things are a bit tricky. Denise has been reinstated at the company but now wants to do more than just ordering pens. Tom has other ideas and Anna is just caught in the middle. Who can she turn to? Paul maybe or maybe not?
(In Paul's office) Paul: Denise: Paul: Tom: Paul: Anna: Denise: Tom: Paul: So Denise, let's get this straight. You don't want to order the pens anymore, right? Well, I did say if I came back, I wanted to have a go at doing sales. Err, yes, you did. That's right. Yeah but we got Denise back because we didn't have anyone to order our pens and stuff. That's her main job. Err yes, absolutely. I see your point. Excuse me Paul, could I suggest we all take it in turns to order things like pens and paper share the responsibility? That's a good idea Anna. Yeah but No buts Tom, that's a good solution. Well done Anna could you draw up a rota so we know who's going to be ordering the pens and when? And don't forget to order biscuits too! Phew, I'm glad I got that sorted out. Right, back to work everyone.
(Door closes) Tom: Anna: Tom: Anna: Tom: I can't believe I've got to order pens, it's Denise's responsibility err, are you OK Anna? No I'm not. I can't draw up a rota, not now. I've got too much to do. Oh don't panic Anna. Just do what I do. What's that? Nothing! Just do what you can do and then pretend you've forgotten about the other stuff. Easy!
English at Work
Oh dear, Tom's not that professional is he? Not like you Anna. You just need to get organised and prioritise. I need to prioritise? Yes. Decide what tasks need doing first and maybe delegate some tasks to others. You could say to people "I've got to prioritise. This is the most important so I'm going to concentrate on this first.", then you could say to someone "It would be a great help if you could take on this other task". You could also say "I'll have to put off some tasks until tomorrow". And if you still feel under pressure, say to your boss "I need help, I have too much to do". Thanks, good advice. I'm just writing a list of all the things I need to do on my new mini me-pad. Writing a list is a good place to start. Good luck! There, that's my list finished. Ah, Denise, sorry to bother you, but you know that rota I was talking about? The one for ordering pens? That's it. Well, I'm so busy, I was wondering it would be a great help if you could make a start on this? Please? Of course Anna. As it's you. If it was Tom asking, I would have said no! (Calling over) What's that Denise? Hey Anna, what are we going to do about the designs for that plastic aubergine? Gosh, our new aubergine. Hmm, I'm going to have to put that off until tomorrow I'm afraid. Oh right. Why, have you got something more important for us to do together, eh? No Tom. I've just got to prioritise. This new order from Nice'n'Cheesy is the most important, so I'm going to concentrate on that first. OK? Oh yeah sure. Me and you will have to wait until tomorrow! So so how's it going with Dave from Computer Support? Very well thanks Tom. Last night he took me somewhere I've never been to before. Really. Nice. Yes, a discount computer shop he bought me a mini me-pad. Oh. Just a 'mini' one hey.
Anna: Narrator: Anna: Denise: Anna: Denise: Tom: Anna: Tom: Anna: Tom: Anna: Tom: Anna: Tom:
English at Work
Now, if you could take more interest in our Nice'n'Cheesy contract than you do in Dave, it would be a great help. Sure, yes, of course (trying to make a joke) nice'n'sleazy, that's a good name for Dave! Idiot! Getting organised is important when you have a lot to do. Tell people what you're doing and don't forget to ask for help. Here's a reminder of what Anna said: I've got to prioritise. This task is the most important so I'm going to concentrate on this first. It would be a great help if you could do this for me please. I'm going to have to put that off until tomorrow I'm afraid.
Narrator:
And don't forget, when you simply have too much to do, tell your boss!
(Door knocks and opens) Anna: Paul: Anna: Paul: Anna: Paul: Anna: Paul: Anna: Narrator: Hello Paul, sorry to bother you. I'm a bit worried I just have too much to do and need some help. Yes of course. I don't want you feeling stressed. Let me think erm... I know, why don't I do the pen rota? It's OK, Denise has offered to do that. Phew, I mean super! Erm hmm well, maybe Tom could help you with the launch party? Launch party? What launch party? Didn't Tom tell you? No, he didn't. We're launching the plastic aubergine on Friday. Oh no! Keep calm Anna! We're here to help although organising a launch party in a week is quite a challenge. Find out how it goes on the next English at Work. Bye!
Listening Challenge: When is Anna going to look at the designs for the plastic aubergine? (Answer: tomorrow)
English at Work
English at Work
Episode 57: A room with a view Language for booking a venue
Narrator:
Hello again and welcome to English at Work. The team at Tip Top Trading has lots to do, but now Anna has discovered she has to organise a launch party for the new plastic aubergine. It's taking place at the end of the week and nobody has organised a venue yet! I think Anna is going to need some help.
(In Paul's office) Paul: Anna: Paul: Anna: Paul: Anna: Paul: Narrator: Anna: Narrator: Anna: Tom: Anna: Tom: Anna: Tom: Anna: So Anna, I'm sorry Tom didn't tell you but do you think you can turn something round by Friday? I'll try, but what do I need to do? Oh not much, book a room somewhere, send out some invites arrange some food and drink that sort of thing. That's all?! You can do it - you're great at this kind of thing. And get the team to help. Well, I'll give it a go. See you later. Thanks Anna. And don't forget to order some of those posh Belgian chocolate biscuits, they always go down well with the clients. Oh dear Anna. It looks like you have your work cut out. Cut out? I mean, you have a difficult job to do - but as Paul says, you can do it. Thanks. Are you OK Anna? You look a bit worried. I am. You forgot to tell me about the product launch on Friday and now Paul wants me to organise it. Did I? Oh sorry. Look, if I can help in any way, just let me know. Well, you could book a venue for the launch. Ahh yeah just remembered, I've got some Imperial Lemons I need to send out. Maybe later, yeah? How am I going to find a venue for the launch at such short notice?
English at Work
Narrator:
You need to ask for recommendations, search on the internet, or look in the phone directory, and then make a call. You need to say "Could I check availability for your venue please?", then ask "What business facilities do you have?" and "How many people can the room or venue hold?" You could ask "Can you provide hospitality?" that's things like food and drink. Finally, don't forget to ask "How much does it cost?" Thanks, there's a lot to ask. Hi Denise, I've got to book a venue for our plastic aubergine launch. Have you any ideas? Well, my friend Marge works for a hotel company that has conference facilities. You could give her a call. Look, here's her number. Oh, thanks Denise. Let's give it a try 02075692. Hello, the Pitz Hotel. Margery speaking. Oh hi, this is Anna from Tip Top Trading, I'm a friend of Denise's. Oh hi Anna. I've heard all about you. What are you ringing for? I need to check availability for your venue for a product launch we're doing. Right! Well, I'm sure I can help. We do have a conference room. When is it for? This Friday. Friday! This Friday? Well that's a bit tricky: the room is being decorated at the moment. Oh. But we do have a smaller room that you could use it's got a lovely view of the car park. I see and how many people does it hold? You could easily squeeze in about 20 people. 20 people. I guess it will have to do. Do you have any business facilities somewhere to plug in the laptop, projector, wi-fi, that sort of thing? Oh yes, yes, we're very hi-tech. We even have a fax machine! And can you provide hospitality too? Of course! We do a 'business platter' consisting of orange juice, sandwiches, canaps that really means cheese and pineapple on sticks. I wonder, can you also provide Belgian chocolate biscuits?
Anna: Denise: Anna: Marge: Anna: Marge: Anna: Marge: Anna: Marge: Anna: Marge: Anna: Marge: Anna: Marge: Anna: Marge: Anna:
English at Work
Marge: Anna: Marge: Anna: Marge: Anna: Marge: Narrator:
I'm sure we can. That's great! OK and most importantly, how much does it cost? Well, to book the room for 2 hours usually costs 1,000. The hospitality is extra but as you're a friend of Denise, I'll throw it in for nothing. You'll throw the food and drink in?! Won't that get messy? No - I mean we'll provide it for free. Just don't tell anyone, otherwise everyone will expect it! Well, that's fantastic Marge. Thanks. If you can send us an invoice, we'll sort payment out as soon as possible. Bye Anna, and tell Denise I'll see her for our Zumba class tomorrow. Anna has saved the day again. The launch party for the plastic aubergine can now go ahead. If you're trying to book a venue for a business meeting or product launch, here are some of the phrases you could use: Could I check availability for your venue please? What business facilities do you have? How many people can the room or venue hold? Can you provide hospitality? How much does it cost?
Denise: Anna: Denise: Anna: Denise: Tom: Narrator:
So Anna, was Marge any help? Yes. She found me a room and gave me a good deal. We just need to invite our clients now. I can do that. I think it's best if I call them - there's no time to post out invitations. Good idea. But I just need to give Marge a call first, just to check a few things. Typical Denise. Nothing's more urgent than talking to Marge! He can talk! If you need something doing it seems like Anna is the woman you need. Find out what else she is capable of in the next episode of English at Work. Bye!
Listening Challenge: What does the room that Marge offers Anna, have a view of? (Answer: the car park)
English at Work
English at Work
Episode 58: Pulling out the stops Language for getting something done quickly
Narrator: It's that time again for English at Work. Life in the offices of Tip Top Trading is still hectic. There's so much to do and tomorrow the team is launching its new product the plastic aubergine so everyone needs to pull their weight and get things done quickly. The problem is, some people are a bit slow at being quick!
(Phone ringing) Anna: Denise: Tom: (Door opens) Paul: Could someone just answer that phone oh, you're all busy. I suppose I'd better do it. (Answers phone) Hello? Yes? Really! I'm sorry about that. We'll send someone round right away. Yes, this morning. Bye. (To Anna) Anna, are you free to talk in my office now? Yes Paul. (Door closes) What's wrong? Hold on I just need a quick bite on a biscuit that's better. Now that was Nice'n'Cheesy. They're not happy about how slowly we are processing their order. They need our plastic grapes for an exhibition they're doing at the weekend. But I thought Tom had sorted that out? Clearly not. I need you to pull out all the stops and sort this out. Pull out what stops? I mean do all you can to get this order completed. Please. But we've got the aubergine launch tomorrow. Leave that to me and Denise to organise. It'll be in err safe hands. Hmm, I'm not so sure about that. Anyway Anna, your priority now is the order for Nice'n'Cheesy. You're going to have to tell the team "We have an order we need to process urgently", and "We need to pull out all the stops to get this sorted". You could also say "This is our number one priority" and then delegate tasks to the team to help you get the order sorted. Good luck! Could someone answer that please? I'm on the other line. Well I can't, I'm already on the phone. Yeah, talking to your friend Marge. And I'm busy errr writing a business proposal.
Anna: Paul:
Anna: Paul: Anna: Paul: Anna: Paul: Narrator:
English at Work
Anna: Tom: Denise: Tom: Anna: Tom: Anna:
Oh thanks. Tom, I need your help. It's that order for Nice'n'Cheesy, we need to process it urgently. The order? I sent that out ages ago, with the paperwork. You mean this paperwork Tom, on your desk? Oh no! I must have forgotten. I've had so much to do. Well, they're not happy, so we've got to pull out all the stops and get them their grapes. OK but what about the aubergines? Forget about the aubergines. We've got to get onto this now. It's our number one priority. You go and get the plastic grapes from the warehouse, I'll sort out this paperwork, and I'll meet you downstairs in 15 minutes. Why, where are we going? We're getting a taxi to the offices of Nice'n'Cheesy so we can hand deliver the grapes. Oh right, but isn't it nearly lunchtime? There's no time for lunch Tom. We need to do this now! Oh Anna, you're amazing. She certainly is! Anna has wasted no time in sorting out this problem and that's important if you want to keep your business going. Here's a reminder of some of the phrases Anna used: We've got to pull out all the stops. We have an order we need to process urgently. We need to pull out all the stops to get this sorted. This is our number one priority.
Tom: Anna: Tom: Anna: Denise: Narrator:
Narrator: Anna: Tom: Anna: Tom: Jane:
Tom and Anna have made it to the offices of Nice'n'Cheesy. Let's find out how they're getting on. so we're really sorry Yeah, really sorry about the delay and it won't happen again. And hope you're pleased with the grapes .and the price! Yes, the price is very competitive and if you can guarantee a bit more 'customer care', then I'm sure we'll be buying from you again.
English at Work
Anna: Tom: Jane:
Yes, of course. Thanks very much and sorry again. We hope to see you again soon. Bye Yeah, cheers. Goodbye.
(Door closes. On the street) Tom: Anna: Tom: Anna: Tom: Narrator: Phew, well done Anna. I think you saved the day once again. Hey, hold on, isn't that your boyfriend, Dave from IT, over there? It is. But who's he with? You mean, who's he holding hands with? It's Julie from accounts! No, it can't be It is! (Getting upset) What's Dave doing with another woman? I dunno but I never trusted him. Come on Anna, you need a drink a big one. Oh dear. Poor Anna, it looks like Dave's been cheating on her, but she needs to keep a clear head for the big launch of the plastic aubergine tomorrow. Will she be led by her head or her heart? Find out next time on English at Work. Bye!
Listening Challenge: What has Anna made her number one priority? To get the grapes to Nice'n'Cheesy
English at Work
English at Work
Episode 59: The show must go on Language for presenting a new product
Narrator: Welcome back to English at Work. Its an exciting day for Tip Top Trading. Its launching its latest product the plastic aubergine. The launch is taking place at a swanky hotel; lots of clients have turned up - but theres one important person missing. (whispering) Has anyone seen Anna? I havent seen her all morning. Tom, you were with her last. That was last night at the pub. She was drowning her sorrows. Drowning her sorrows? Yeah. She saw Dave from IT with another woman Julie from accounts, actually. She was very upset. Oh poor Anna. So you left her drowning in the pub? And whos got the prototype aubergine to show at the launch? Oh no! Anna has. Its in her bag. What are we going to do? Panic! No Denise. Calm down. Ill just have to make a start and Im sure Anna will turn up. OK, here goes. (Clears throat) Excuse me everyone, could you all gather round? Our presentation is about to begin. Ill change the slides for you on the computer Paul. Im good with technology. Okey dokey. (Stumbling over words) Ermmladies and gentlemen, thank you for coming to our presentation. We have something very exciting toermmshow you and its not a fruitha ha
Denise: Paul: Tom: Denise: Tom: Denise: Paul: Tom: Denise: Paul:
Tom: Paul:
(Door opens) Anna: .and here it is fresh from the factory our plastic aubergine!
(Polite applause) Narrator: Anna: Anna, youre just in time. I know. I think I drank a bit too much last night and now I cant remember what to say.
English at Work
Narrator:
Well, you need to convince everyone that this is best product on the market and that its something they really want. You could say "We believe this high quality product is something your business needs" - and, "Our new product has been designed to the highest specifications" - and tell people that "This product is the perfect decoration on any caf or restaurant table" - tell them that, and the orders will come flying in! What? Theyll send them by aeroplane? No Anna! Just do your presentation and see what happens. OK then. (To the audience) Yes everyone, this aubergine may look good enough to eat but it is made of the highest quality plastic and Im convinced its something your business needs. Err yes, thats right. It may be plastic but it is fantastic! Thank you Paul. This product has been designed to the highest specifications. Its tough and durable. Yeah but why would I want to buy it? Cos its cheap mate! No Tom. Its because it is the perfect decoration on any caf or restaurant table. It shows youre serious about food. And it doesnt go mouldy. Yes. Were taking orders today and and And? And what, Anna? I dont know what to say next. Offer them a discount and a guarantee. Oh right. If you place an order for more than 1,000, we can offer you a generous discount. Plus, all our products come with a money-back guarantee. I like it! Well done Anna. She gave a clear presentation, and sounded enthusiastic about the product. Heres a reminder of some of the things she said: It is made of the highest quality plastic and Im convinced its something your business needs. This product has been designed to the highest specifications. Its tough and durable. It is the perfect decoration on any caf or restaurant table.
Paul: Anna: Client: Tom: Anna: Paul: Anna: Narrator: Anna: Narrator: Anna:
Client: Narrator:
English at Work
We can offer you a generous discount. Plus, all our products come with a money-back guarantee. Anna: Tom: Dave: Tom: Anna: Tom: Thanks for listening. Tom has a few slides to show, which illustrate how the aubergine has been designed. Tom Tom? (whispering) Oh no, its frozen, the slides wont change. (From back of room) Its OK, I can fix it, I am the IT guy after all. Dave? What are you doing here? Cheating on Anna like that. Here Anna, give me that aubergine. Tom, no! (Throwing the aubergine) There, thats for upsetting Anna.
(Window smashes) Dave: Denise: Paul: Narrator: Ha ha - missed me! Ha! Well the aubergines certainly tough and durable. Tom, Anna, I think wed better talk about this back in my office. Crikey! That was certainly a spectacular presentation. Lets hope Toms outburst doesnt stop the orders flying in but not via the window! Find out next time on English at Work. Bye!
Listening challenge: In her presentation, what does Anna suggest using the plastic aubergine for? (As a perfect decoration on tables in cafes and restaurants.)
English at Work
English at Work
Episode 60: Stepping aside Language related to getting the sack
Narrator:
Hello again and welcome back to English at Work. Last time we heard the team from Tip Top Trading having a smashing time at the launch of its plastic aubergine. Tom threw one at Dave from the IT department, but it missed him and went through a window! It's time for Paul to hand out some harsh words.
(Door shuts) Paul: Tom: Paul: Anna: Paul: Tom: (Phone rings) Paul: Tom: (Door shuts) Denise: Anna: Denise: Anna: Tom: (Door opens) Denise: Are you OK Paul? You look as white as a sheet. That was a good shot Tom! Looks like it's made an impact on Dave. Look, he's sent Anna some flowers. Oh there's a note on it. It says "You can count on me" but no name. That is a strange thing for him to write. Hmm, it is and it's not his handwriting. Maybe a secret admirer eh? I wonder who it could be? Now, excuse me, I need to take this. (Answers phone) Hello, Paul Smith speaking. Ah, Mr Socrates yes ah, you've heard (Whispering) Crikey, come on we'd better go. That behaviour just isn't on. Sorry Paul but it was quite funny wasn't it? No it wasn't. Sorry Paul, Tom was just angry with Dave. I thought he liked me but we saw him with Julie from accounts. Really? He seemed such a decent chap anyway, don't do it again. OK? In the meantime, you're going to have to pay for that broken window. What hey? Bbbut
English at Work
Paul: Anna: Narrator: Anna: Paul: Anna: Narrator: Anna: Paul: Tom: Anna: Paul: Tom: Paul: Denise: Paul: Anna: Narrator: Paul: Anna: Denise: Narrator:
I'm not actually. Mr Socrates says he's having a strategic review. A what? He means he's been looking at how the business is operating and how it should operate in the future. That sounds serious. And as part of his review, he says he wants to downsize and he's asked me to step aside. Why? What are you in the way of? No Anna. To step aside is a polite way of saying to leave your position in the company. Oh. I don't understand Paul. Why? He says the company needs new direction and more dynamic leadership. Crumbs Paul, you can't get more dynamic than you! (sniggers). Tom! But Paul, you've been a great boss. Thanks Anna. I guess it's the economic climate, we're not making enough money so cutting staff is inevitable. Yeah but you cut Denise's job. Yes but we had to get her back because she was necessary for the smooth running of the department. That's right. But Mr Socrates says I'm 'surplus to requirement'. Oh, that doesn't sound good does it? If Paul's job is 'surplus to requirement', it means his input to the business is no longer needed. So it's not good news. Anyway Anna, Mr Socrates wants to know if you got his special message? Special message? The flowers!? That's strange. Why is Mr Socrates sending you flowers? It is a bit strange. Anyway, Paul's news has come as a shock for everyone. Here are some of the phrases Mr Socrates used to break the bad news:
English at Work
I've been doing a strategic review of the company. I need to downsize. I need you to step aside. The company needs a new direction and more dynamic leadership. You are surplus to requirement. Anna: Right, I'm going to have to call Mr Socrates and find out why he's sent me flowers.
(Anna phones Mr Socrates) Mr Socrates: Socrates who wants me? Anna: Erm hello Mr Socrates it's Anna here, in London.
Mr Socrates: Anna! My favourite girl. Please call me Brad. So glad you called. Anna: I needed to speak to you about the flowers you sent me. I'm very flattered but I don't think
Mr Socrates: The flowers?! Sorry honey, I haven't sent you any flowers but I have sent you an email have you read it yet? Anna: No. What did it say?
Mr Socrates: I was saying that as I'm giving Paul the chop, would you like a promotion? Anna: A promotion?
Mr Socrates: Yes. You have been an outstanding member of the team so how would you like to be the new manager of Tip Top Trading's London office? Narrator: What a fantastic opportunity and one that Anna surely can't refuse or can she? And who did send Anna those flowers with a message saying "You can count on me"? Find out what her answer is in the next English at Work. Bye.
Listening Challenge: Who do you think sent Anna the flowers? Answer: A secret admirer/we don't know yet!
English at Work
English at Work
Episode 61: Decision time The final episode Language for offering and accepting promotion
Narrator:
(Whispering) Hello again and welcome back to the final English at Work. Mr Socrates has sacked Paul from his position as manager of Tip Top Trading and hes offered Anna a promotion to be the new boss. But will she accept? Whats wrong Anna? I feel bad about replacing Paul. Hes been good to me. Its business Anna. Hes just not up to the job but you are. Thanks. But why me? Can I do the job? Im not as experienced as Tom. I think we have seen over the year that you definitely have more experience than Tom! Go on Anna, you can do it. Hmmm.
Anna: Narrator: Anna: Narrator: Anna:
Mr Socrates: (On the phone) So Anna what do you say? Will you replace Paul as the new boss of Tip Top Trading? Come on Anna. This promotion recognises your achievements at the company. Its an opportunity of a lifetime. Anna: I know.
Mr Socrates: Youll be my right-hand man. Narrator: Anna: Narrator: Anna: I think he means right-hand woman! It means youd be his most trusted and invaluable assistant. I see. Anna, if you need time to think you could say thank you for your kind words and, could I have time to consider your offer? Erm, Mr Socrates. This news has come as a bit of a shock. Thank you for your kind words but please could I have some time to consider your offer?
Mr Socrates: Oh OK Anna. But dont leave it too long. I have a habit of changing my mind. Anna: OK, Mr Socrates I mean Brad Ill call you back soon. Bye.
(Anna puts the phone down) Tom: Oh has Mr S offered you Pauls job by any chance?
English at Work
Anna: Tom: Anna: Tom: Denise: Anna: Tom: Anna: Tom: Anna: Tom: Anna: Tom: Anna: (Door opens) Paul: Tom: Denise: Paul: Tom: Anna: Narrator:
Yes! And you said youd think about it? Yes. Im not sure if I can take on that much responsibility. Its easy peasy. I could do it standing on my head. But hes not offering you the job Tom. Please dont mention this to Paul not yet hes very upset. I know nothing! You know nothing? About what? I mean, Ill remain tight lipped I wont say a word until its all official like. You can count on me. You can count on me!? Uh? You can count on me. That was the message with that that bunch of flowers someone sent me. It was you wasnt it?! (Flustered) Well err I suppose yes it was me Anna. I couldnt help it. I I love you Anna. Do you know what Tom I quite like you too I think youre sweet (giggle). Now come on and give me a kiss.
Oh crumbs, shall I come back later?! No its ok Paul. Were just getting to know each other a bit better. In fact, Anna Id like to ask you something. Oh, why is Tom getting down on one knee? I expect hes dropped one of his contact lenses. No its not that. Anna, Id like to ask you something err will you will you marry me? What?! Crikey, what a dilemma. Now Annas got two important questions to answer. Will she take the job as Tip Top Tradings newest and youngest manager? And will she marry Tom? Heres a reminder of what Mr Socrates had to say about her:
English at Work
This promotion recognises your achievements at the company. Its an opportunity of a lifetime. You would be my right-hand man. Narrator: And if Anna accepts the job, heres what she could say: Id be delighted to accept. Thank you. When would I start? Could we discuss the terms and conditions of the new job? Narrator: Anna: Tom: Paul: Denise: Paul: Anna: Tom: Denise: Tom: Denise: Tom: Paul: Anna: Lets find out what Anna has to say. Oh Tom, I dont know what to say. Its come as a bit of a shock. Can I have some time to think about it? I suppose. Well, while you think about that, Ive got some good news. Ive been offered a new job. Thats fantastic news Paul. What is it? Its to be Head Taster at a company called Better Biscuits. Thats fantastic news Paul. Yeah, well done Paul. Thats right up your street. So Anna, does that mean youll do Pauls job now? Dont answer that. Answer my proposal first. No, I think she should sort out her work first. But Ive been waiting to ask her for months. I think its up to Anna to say what she wants. Quiet! Look everyone, I cant decide what to say to you Tom, or Mr Socrates. So Ive decided Im going to take a short holiday to have some time to think. Good idea. Where shall we go to? On my own Tom. When I return I will give you my answers. Crumbs. I think Id better get a biscuit. A good idea Anna. But were going to have to wait a while to find out what she decides. She needs a rest after learning so much during her year at Tip Top Trading. We hope youve enjoyed learning with her and
Tom: Anna: Paul: Narrator:
English at Work
now feel more confident in using English at work! Thats all from me and the team at Tip Top Trading for now. Until we meet again, bye! Listening Challenge: What new job is Paul going to do? Answer: Hes going to be Head Taster at Better Biscuits.
English at Work
English at Work
Episode 62: Annas decision Language to announce your decision
Narrator:
Hello again and welcome back to English at Work - the drama about life at the plastic fruit production company called Tip Top Trading. You may remember Anna, the companys newest and brightest sales executive, was offered a promotion and a marriage proposal at the same time. Shes taken time out to think about her reply but everyone in the office really misses her. (Pouring his heart out) I dunno Denise, Id be good for Anna, I think we would be been a perfect pair. Mr and Mrs Darcy it sounds good
Tom:
LIFT DOOR OPENS Anna: Tom: Anna: Tom: Anna: Narrator: Im back! Anna! Iwe werent expecting you. Yes I can see perhaps you could tidy up your desk Tom. Very funny Anna still trying to be the boss! So did you have a good trip? Did you get some head space? Eh? He means time alone to think about the things you want to think about. Tell him youve been chewing things over it means youve been thinking about your proposals and say I have come to a final decision. OK, well its true; I have done a lot of thinking. (To Tom) Tom, I did have some head space and a chance to chew things over Yes! Yes! And? And Ive come to a final decision. The answer is yes. I accept. Theres no doubt really I should give it a go I need the experience and besides, whats the worst thing that can happen? Oh Anna. Im so happy. You wont regret your decision. Hmm is Anna really saying yes to Toms marriage proposal or has there been a misunderstanding? Here are some of the phrases weve heard today: Ive had a chance to chew things over Ive come to a final decision
Anna: Tom: Anna:
Tom: Narrator:
English at Work
Ill give it a go You wont regret your decision Narrator: Find out if we can look forward to Anna and Toms wedding in the next episode of English at Work. Bye!
Listening Challenge: What does Anna ask Tom to do? Answer: Tidy his desk.
English at Work
English at Work
Episode 63: Toms tantrum Language to persuade someone to change their mind
Narrator: Anna: Narrator: Anna: Narrator: Anna: Tom: Anna: Tom: Anna: Tom: Anna: Tom: Welcome back to the offices of Tip Top Trading where theres a bit of confusion. Anna Yes? I think Toms got the wrong end of the stick. But I didnt give him a stick. No, no. I think theres been a misunderstanding. When you said your answer was yes he thought you meant yes, Ill marry you! Oh no! I meant yes to the promotion. Gosh Ive got to sort this out. (To Tom) Tom, Tom, hold on please. We cant hang about Anna. Lets fix a date, invite everyone even Paul. No, no, we cant. Youre right, not Paul he just talks about biscuits. No. I mean no, we cant get married. I meant yes to the promotion. I cant marry you. (Sounding hurt) What? So when you said yes you meant no? Yes. (Getting angry) I see. Right, thats it. Anna, Ive made it very clear what I think about you and you you just throw it back in my face. Ive had enough enough of you enough of this company. I quit! Anna. I think hes upset. Hes having a tantrum. A tantrum is that serious? Not really. Maybe you need to calm him down and make him change his mind. Tell him not to be too hasty, dont rush into a decision and say we can work this out you can cant you? I think I can. (To Tom) Tom, please, dont be too hasty. Lets talk about this. We can work something out, just don't rush into making a decision (begging) please. Youre my best my only - sales executive.
Anna:
English at Work
Tom:
Sorry Anna Im a free spirit. I must go where the wind takes me. Youve had your chance, now its mine. Im off.
DOOR SLAMS SHUT Narrator: Wow, Ive never seen Tom be such a man. Will this be the last time we ever see him? Here are some of the phrases Anna used to try and get Tom not to leave: Dont be too hasty Don't rush into making a decision We can work this out DOOR OPENS Tom: DOOR SHUTS Listening Challenge: What word does Tom use to say he is leaving the company? Answer: Quit. erm, sorry, I just forgot to take my special mug. Bye.
English at Work
English at Work
Episode 64: Something's missing Language for getting down to business
Narrator: Hello again. At the offices of Tip Top Trading things are a bit strange after Tom walked stormed out in a huff after realising that Anna was never going to marry him. So Anna, I suppose you can get on with being the manager now? Yes, I suppose so. But somethings not right. Well, youve lost a valuable member of your team. I know, and a good friend too. Well, youre the boss now its time to deal with the situation and get down to business. Tell the team youll be finding a replacement for Tom and youre going to make some changes in the office. You could also say you want to turn the business round and make it really successful. OK, thanks. (To the team) Excuse me everyone, could we gather round for a quick meeting please. Oh, its just you now Denise. Right, well, I need to get down to business so Ill be advertising for a replacement for Tom today in fact Denise, you might be interested in that? And I want to make some changes in the office. I need to turn this business round and (starting to sound unsure) make it the worlds leading plastic fruit production company and Im keen to hear your ideas. Is everything alright? Err I cant stop thinking about Tom. He seemed so upset when he left and its not the same without him around. He made me laugh and I miss his floppy hair. Anna, its time to swallow your pride! Swallow what? Admit you are wrong be honest with yourself and follow your heart go and marry Tom! (Aside) Although personally, I dont know what you see in him. Youre right! Why didnt I see it? Tom is the man for me (urgently) I must call him and find out where he is (dials phone) oh no, his phones switched off. Where can I find him? Hey Anna. You looking for Tom? Yes Mr Ingle, I am.
Anna:
Denise: Anna:
Anna:
Mr Ingle: Anna:
English at Work
Mr Ingle:
I saw him a while ago, in a real rage, getting into a taxi. He told me hed booked a flight to Australia and was heading for the airport. He said something about being a free spirit. Struth! Tom really is going too far to the other end of the world in fact. Does this mean well never hear from Tom again? For now, lets remin d ourselves of some of the phrases Anna used to deal with a difficult situation:
Narrator:
Ill be advertising for a replacement for Tom today I want to make some changes in the office I need to turn this business round Im keen to hear your ideas Anna: Narrator: but work can wait. Ive got to get to the airport quickly before Tom gets on that flight. Taxi! Taxi! This is going to be interesting!
Listening Challenge: What phrase means to admit you are wrong? Answer: To swallow your pride.
English at Work
English at Work
Episode 65: Last call for Tom Language to say youve changed your mind
Narrator: Hello and welcome to English at Work where things have got rather dramatic. Anna is on her way to the airport to try and catch Tom before he boards his flight to Australia and his new life on the other side of the world. But will she get there in time?
TAXI DOOR SHUTS/AIRPORT NOISE Anna: Man: Anna: Thanks. (In a panic) Excuse me, do you know where the check in desks for flights to Sydney are? Yeah, over there luv desk number 47. OK, thanks.
AIRPORT FINAL CALL ANNOUNCEMENT Tom: (Chatting up woman at desk) yeah, I always fly business class, its the kind of guy I am shame youre not available to fly with me but you know (from afar) Tom, Tom! Anna? How what what are you doing here? (out of breath) Dont go we need you I need you. But I dont understand you rejected me. Yes but but But what Anna? What are you going to say? How can you tell him you were wrong and youve changed your mind? Hmm, I dont know.
Anna: Tom: Anna: Tom: Anna: Narrator: Anna:
Passenger 1: Tell him Ive been doing a lot of thinking. Passenger 2: Say, I didnt realise how much I missed you until you had gone. Passenger 3: And tell him, Ive changed my mind, I will marry you! . Tom: Narrator: Anna: Yeah, yeah, I heard all that and that other man who youre always talking to. Oh right! I see. Well Tom, will you marry me?
English at Work
Tom: Narrator: Anna: Passengers: Tom: Anna: Narrator:
Why should I after all youve put me through? Yeah why should he? Because Tom youre a funny guy and I love you and I cant live without you. Ahhh! Let me think about this oh if you put it like that then yes, I will marry you! Oh Tom! Hooray. At last! We got there in the end but not without using these phrases:
Ive been doing a lot of thinking. I didnt realise how much I missed you until you had gone . Ive changed my mind, I will marry you! Narrator: And
I love you and I cant live without you! Tom: Narrator: I wont be needing these anymore (rips up his ticket) Join us very soon for the English at Work wedding of the year. Bye!
Listening Challenge: What class does Tom claim he always flies in? Answer: Business class.
English at Work
English at Work
Episode 66: The Wedding Day Language for a wedding
Narrator:
Hello and welcome to English at Work where the day has finally come it's Anna and Tom's wedding. All their friends, work colleagues and business acquaintances are there such as Mr Lime Fantastic Anna, fantastic! (whispering) Yuk, Slimey Limey, I never liked him. Sorry about the venue Anna but it's all we could get at short notice. I think the office at Tip Top Trading is an ideal place for a wedding and besides the
Mr Lime: Tom: Anna: DOOR OPENS
Mr Socrates: Anna! My favourite girl. I got here as fast I could. I thought I was the only man for you but I guess Tom has stolen that title! Your choice Anna, your choice! Anna: Oh hello Mr Socrates, this is a nice surprise. Come over here and say hello to Tom.
Mr Socrates: Hey Tom. Tom: Oh hello Mr S. Nice to see you. You're not doing any firing today are you?
Mr Socrates: Of course not Tom. In fact, as a kind of wedding present, I wondered if you wanted a new job? I'm offering you a chance to manage my new office in Paris. Tom: Anna: Tom: Registrar: Me?! Manager in Paris! Well Mr S (coughs) Tom aren't we about to get married start a life together? Oh yes.. erm, thanks Mr S for you kind offer but I will have to decline. I'm about to spend the rest of my life with this wonderful woman. Ladies and gentlemen, please could you take your seats. The marriage ceremony is about to begin.
MURMOUR OF PEOPLE SHUFFLING AND SITTING DOWN Registrar: Do you Anna Jane Wijaya...
English at Work
Mr Socrates: out the way, give me that paper. (Clears throat) Do you Anna Jane Wijaya take Tom Brian Farquhar Darcy (everyone sniggers) to be your lawfully wedded husband? To have and to hold from this day forward? Anna: Narrator: Anna: Ermm, errr Come on Anna. This is the most important phrase in the whole series! It's 'I do'! Oh yes, of course I do.
Mr Socrates: And do you, Tom Brian Farquhar Darcy Tom: it's a deal I do. Come on Anna, give us a kiss.
EVERYONE CHEERS/DENISE CRIES Anna: Narrator: Oh Denise! Ahh. It looks like Tom has signed the best contract of his career but not without these phrases:
Thank you for your kind offer but I will have to decline It's a deal I do! Anna: Tom: Anna: Narrator: Everyone: Thanks to everyone for making this a special day. If it wasn't for Tip Top Trading I wouldn't be starting a new life as Mrs Wijaya-Darcy. Wijaya-Darcy? Shouldn't it just be Mrs Darcy? I'm the boss now Tom at work and at home! Congratulations to Anna and Tom. We have a happy ending let's hope Anna's journey has inspired you to learn English at work. Bye!
Listening Challenge: What does Mr Socrates offer Tom? Answer: A job as manager at the office in Paris.
English at Work
English at Work
Christmas special 2013 Where's my bonus?
Narrator:
Hello and welcome to our special edition of English at Work. Anna's now the boss of Tip Top Trading. She's also married Tom, the sales executive. But working in the same office as your husband can be awkward. Let 's join them in their weekly meeting. so, remember to save all your work in the correct folder. OK, next on the agenda is Christmas. We've all been invited to the Association of Plastic Retailers' Christmas Ball this Friday! Whay! A ball a posh party lots of booze and crisps and nuts. Be careful Tom, you know you can't handle too much alcohol. Hey, what? Well, at least the drink will be free, which means we won't have to spend a penny of our end-of-year bonus. Hmm yes that was the next item on the agenda. Our end-of-year bonus. Well you see there isn't going to be a bonus this year. What! No bonus? I've been working really hard. This isn't fair. Anna. You needed to break that news gently. Explain why there's no bonus give them the facts. The facts? Yes. Tell them that 'we're operating in tough economic conditions' and 'we need to meet our sales targets'. And you could tell Tom to 'pull your socks up'. Pull his socks up? Most of his socks are on the bedroom floor. He should pick them up rather than pull them up! No Anna! It's a saying it means to make more effort do better - work harder. But remember he is your husband now, so be gentle! I'll try. (To Tom) Tom we're operating in tough economic conditions and if you want a bonus you really need to pull your socks up.
Anna:
Tom: Denise: Tom: Anna: Tom: Denise: Tom: Narrator: Anna: Narrator:
English at Work
Tom:
(Getting angry) What do you mean?! I do all the housework wash the dishes do the ironing I, I, I'm your husband. (storms out, slams door) Ooo I think you've upset him. Oh dear. I was just gently trying to get him to make a few more sales. If he could make one more deal by Friday, we'd hit our targets and get our bonus. Well, you married him. You know what he's like. Anyway, this ball sounds very exciting. Yes, but I've got nothing smart to wear. Oh, leave that to me Anna. I've got a wonderful dress you can have. I'll make sure that you'll be the 'belle of the ball'!
Denise: Anna:
Denise: Anna: Denise: AT THE BALL Waitress: Tom: Denise: Tom: Denise: Tom: Denise: Tom:
Champagne sir? Oh yeah, you bet. Thanks. Hey Denise, smart party isn't it? It's wonderful but be careful how much you drink, Tom. Remember last year's Christmas party? Oh, that was because I ate too many mince pies. Right. So, have you calmed down after your little outburst at the meeting, Tom? Oh yeah. I just need to show Anna who the boss is sometimes. Really!? So, Anna must have told you that we have to make one more deal if we want to get our bonus? No! Our pillow talk doesn't go that far. One more deal, hey? Excuse me a moment Denise I've got work to do. (Walks off)
ANNA WALKS IN Anna: Denise: Anna: Denise: Hi Denise. Anna, you look gorgeous. Thanks Denise and thanks for the clothes. You are my fairy godmother! This dress is wonderful, where did you get it from? Actually, it's a wedding dress - I bought it when I was hoping to marry a man called Frank, although it turned out Frank wasn't much of a man. (Starts to cry)
English at Work
Anna: Denise: Tom: Woman: Tom: Anna:
Oh Denise, never mind. Have you seen Tom anywhere? Over there trying to earn his bonus. (slurring speech) great bubbly so, have I told you about our plastic fruit you've got to buy some please? It's ok, no thanks will you excuse me? How about you, darling? Are you in the market for a plastic lemon? Tomato? Kumquat? No? Why not! Oh, I need more champagne. (calling across the room) Tom, Tom. I think you've drunk too much. You shouldn't mix business with pleasure. Anyway, it's too late now, you're not going to get you bonus. Whatever. Hey, what are you doing in a wedding dress Anna? Excuse me ladies. I love your dress. I've been meaning to speak to you all evening. You're from Tip Top Trading, aren't you?
Tom: Frank:
Anna/Denise: Yes! Frank: Good good. Your Imperial Lemon comes highly recommended and I really need some for my Christmas displays at all my restaurants. I know it's a bit short notice but could you? Yes! I mean, yes, of course we can help. Just give me your contact details and we'll ring you first thing tomorrow. Well, that's splendid. My name's Frank Singleton. Here's my card. Frank? It can't be is that really you? Has Denise finally found true love? Has Anna made a deal that will guarantee a bonus for the team? And has Tom drunk too much? Here's a reminder of some of the phrases Anna used: We're operating in tough economic conditions. We need to meet our sales targets. Pull your socks up! You shouldn't mix business with pleasure. Give me your contact details and we'll ring you first thing in the morning. Narrator: Frank: Denise: Things have worked out well for the team at Tip Top Trading. Now it's time to enjoy the ball and let their hair down I mean enjoy themselves. It's amazing. I can't believe it's you, Denise. Do you fancy dinner later so we can catch up on old times? Oh lovely.
Anna: Frank: Denise: Narrator:
English at Work
Anna: Tom: Anna: Tom: Denise: Narrator:
So Tom, it looks like we'll get our bonuses after all. It means you can spend yours on buying us a new washing machine to wash your socks! Great. Let's drink to that! (Tom is sick) That's my wedding dress! Oh well. Tom has certainly made his mark at the Christmas ball! I wonder what challenges next year will bring for the team at Tip Top Trading. Thanks for listening and happy Christmas! Merry Christmas and a happy New Year!
All:
Listening Challenge: What does Anna end up wearing to the ball? Answer: Denise's wedding dress
English at Work

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