Engleski Jezik (Knjiga)

Further Ahead
A communication skills course

for Business English
Learner's Book
Sarah Jones-Macziola
with Greg White
a m b r id g e
U N IV E R S IT Y P R E S S
Contents
Unit 1 People 4
1.1 Meeting people 4
1.2 Keeping the conversation going
1.3 Finding out about people 8
U n it
11.1
11.2
11.3
Unit 2 Talking a b o u t c o m p a n ie s 10
2.1 Describing a company 10
2.2 Starting a business 12
2.3 G etting product inform ation 14
\3tnt 5 Jobs 16
3.1 Company structure 16
3.2 Describing responsibilities
3.3 Leaving a message 20
U n it 12 Statistics 66
12.1 D escribing perform ance 66
12.2 Cause and effect 68
12.3 Presenting inform ation 70
U n it 13 M on ey 72
13.1 Negotiating the price
13.2 Getting paid 74
13.3 Chasing paym ent 76
18
Unit 4 Work and play 22

4.1 Inviting 22
4.2 Getting to know you 24
4.3 Market research 26
Unit 5 Revision and co n so lid a tio n
Summary 30
U n it
14.1
14.2
14.3
v>m a n d e x p o rts 38
7.1 Talking about industries 38
40
U nit 8 A rrangem en ts 44
8.1 Discussing an itinerary 44
8.2 Dealing w ith correspondence 46
8.3 M aking and changing an appointm ent
Unit 9 P roducts and services 50
9.1 Services 50
9.2 Describing a product 52
9.3 Keeping the custom er happy 54
Unit 10 R evision and co n so lid a tio n
Summary 58
72
14 S o cia lizin g 78
Gift-giving 78
Planning a free day 80
Eating out 82
28
Unit 6 Transportation 32
6.1 Describing infrastructure 32
6.2 Forms of transport 34
6.3 Dealing with an order 36
7.2 Talking about imports and exports

7.3 M ade in America 42
11 M a rk etin g 60
Projecting an image 60
Choosing your media 62
C hoosing a prom otional product for your
company 64
48
U n it 15 R ev isio n and con solid ation

Summary 86
84
U n it
16.1
16.2
16.3
16 B usiness culture and ethics

C orporate culture 88
Everyday dilemmas 90
A w om ans place 92
88
U n it
17.1
17.2
17.3
17 M eetin gs 94
Greening the office
R eporting 96
C utting costs 98
U n it
18.1
18.2
18.3
18 P rocesses 100
Talking about regulations 100
Describing a process 102
Com pany history 104
U n it
19.1
19.2
19.3
19 C on ferences 106
Finding a location 106
Organizing the conference 108
Presenting your product 110
94
56
U n it 20 R evision and con solid ation
Summary 114
Files 116
T a p e sc rip ts 125
T h a n k s a n d a c k n o w le d g e m e n ts
135
112
Contents
U nit 1 P eop le 4
1.1 M eeting people 4
1.3 Finding out about people 8
U nit 2 Talking about co m p a n ies 10

2.1 Describing a company 10
2.2 Starting a business 12
2.3 Getting product inform ation 14
U nit 3 Jobs 16
3.1 Com pany structure 16
3.3 Leaving a message 20
18
U nit 4 W ork and play 22

4.1 Inviting 22
4.2 Getting to know you 24
4.3 M arket research 26
U nit 5 R ev isio n and co n so lid a tio n
Summary 30
40
Unit 8 A rrangem en ts 44
8.1 Discussing an itinerary 44
8.2 Dealing w ith correspondence 46
8.3 M aking and changing an appointm ent
Unit 9 Products and services 50
9.1 Services 50
9.2 Describing a product 52
9.3 Keeping the custom er happy 54
Unit 10 R evision and co n so lid a tio n
Summary' 58
11 M arketing 60
Projecting an image 60
Choosing your media 62
Choosing a prom otional product for your
company 64
U n it
12.1
12.2
12.3
12 Statistics 66
Describing perform ance 66
Cause and effect 68
Presenting inform ation 70
U n it
13.1
13.2
13.3
13 M on ey 72
N egotiating the price 72
Getting paid 74
Chasing payment 76
U n it
14.1
14.2
14.3
14 S o cia lizin g 78
Gift-giving 78
Planning a free day 80
Eating out 82
28
Unit 6 T ransportation 32
6.1 Describing infrastructure 32
6.2 Forms o f transport 34
6.3 Dealing w ith an order 36
Unit 7 Im p orts and exports 38
7.1 Talking about industries 38
7.3 Made in Am erica 42
U n it
11.1
11.2
11.3
48
U n it 15 R evision and con solid ation

Summary 86
84
U n it
16.1
16.2
16.3
16 B usiness culture and eth ics

C orporate culture 88
Everyday dilemmas 90
A w om ans place 92
88
U n it
17.1
17.2
17.3
17 M eetin gs 94
Greening the office
R eporting 96
C utting costs 98
U n it
18.1
18.2
18.3
18 P rocesses 100
Talking about regulations 100
Describing a process 102
Com pany history 104
U n it
19.1
19.2
19.3
19 C on ferences 106
Finding a location 106
Organizing the conference 108
Presenting your product 110
94
56
U n it 20 R ev isio n and con solid ation
Summary 114
Files 116
Tapescripts 125
T hanks and ack n ow led gem en ts
135
112
People
AIMS
Introduce yourself and others
Greet visitors
Keep a conversation going
Ask questions to find out more about people
Questions
Question tags
Question forms
1.1 Meeting people

L ook at these pictures. W h e re are th e people? D o they k n o w each other?
r ^ l () N o w listen to three conversations. M atch th em to th e c o rre c t picture,
Study these introductions and greetings.

Introducing yourself
Hello,
a:
I'm Gina.
my name's Paulo.
H o w d o y o u do?
Pleased to meet you.

b: How do you do?
Pleased to meet you, too.
Introducing someone else

This is Wendy.
I'd like to introduce Dirk.
Do you know Mikikol
Have you met Oscarl
Greeting someone you know

a:
b:
How are you?

Fine thanks.
Not too bad, thank you.
L o o k at th e pictures in A
again and practise the
conversations w ith a partner.
Talk about y o u rself this tim e.
Find o u t about o th er learners. U se this table to help you.

Learner 1
Learner 2
Learner 3
Learner 4
Name
Country
Profession
Company
N o w in tro d u ce tw o o f these people to the rest o f the class like this:

This is (name).
S / h e s from (country).
S / h e s a /n (occupation).
S /h e works fo r (company).

O
A visitor is com ing to y our

com pany. You are m eetin g th em
fo r th e first tim e. W rite dow n
th ree questions you can ask.
I I Listen to B runo Soares talking to Ms N ovak, a visitor to his com pany

in P orto, Portugal. A re his questions th e sam e as yours?
Listen again and w rite dow n the questions you th in k help to keep the
conversation going.
^ ^ Practise th e questions w ith a p artn er. U se y our ow n in fo rm atio n for the

answers.
L o o k at these questions. M atch th em to a picture.

1
2
3
4
5
6
W here are you staying?

CD
Is the traffic always like this?
CD
W hat do you think o f the conference? CD
D o you w ork here in Paris?
Is it your first trip to N ew York?
D id you have a good flight?
CD
W h ic h ones does th e h o st (H ) ask, w h ich ones does th e visitor (V) ask and
w h ich ones could eith er (E) ask?
T h in k o f an answ er to each question. T h e n choose one o f the situations and
prepare a dialogue.
1.3 Finding out about people

W h a t do you th in k this subscription fo rm is for:
A book club?
A C D club?
A magazine?
SAVE 20% ON THE NEWSSTAND PRICE

You pay only AUD$4.96 per issue instead of AUD$6.20
Please w rite in BLOCK CAPITALS
Surname: .......................................................................................................
First name: ......................................................................................................
Job title: .........................................................................................................
C om pany name: ..........................................................................................
Address: ........................................................................................................
City: ................................................................................................................
C ountry: .........................................................................................................
Tel.: ...........................................
Fax: .......................................................
Iwish to pay by:

Cheque
C redit card
EH
EH
Mastercard
Am erican Express
EH
EH
Visa
EH
Account number ..........................................................................................

Valid until ......................................................................................................
Signature .......................................................................................................
N o w try to com plete th e fo rm for Pam ela Thom as.
P A ME L A
Gold MasterCardL
5 < + I2
0012
T H O M A S
E X T R A T O U R
300 Bourke Street,
Melbourne 3000
45b1
5412
12-97
Tel. (61 3) 9672 6500

Fox (61 3) 9 605 3002
P A H E L 4 THOMAS
09/96
THR
IsIiSifflS
P . THOMS
L^lJ () Listen to the subscription office calling Pam ela T hom as and fill in any
m issing inform ation.
Study these ways o f checking inform ation.

Your first names Pamela, isn't it?
You're an accountant, aren't you?
You work for Extratour, don't you?
N o w check info rm atio n ab o u t Sim on Tan like this:

1 Your nam es Simon Tan,
Snf i f ? ...............................
2 You w ork for M c C a sh ,...................................................

3 Youre the Assistant M anager,.........................................
4 You live in Portland, .......................................................
5 Youre A m e ric an ,..............................................................
6 Youre not m arried, .........................................................
McCash
41 Second Avenue
Portland, OR 97712
Simon Tan
Assistant Manager
Tel. (503) 767 1111

Fax (503) 7671212
W rite dow n som e things you k n o w about o th er learners in the class and then
check yo u r inform ation w ith them .
Practise checking info rm atio n about o th e r people. L earner A looks at File 1 on

page 117 and L earner B looks at File 2 o n page 120.
AIMS
Describe different types of companies
Find out about companies
Find out about a particular product
Past time
Talking about companies
Past simple - statements and questions
Irregular verbs
Questions
Who, What, etc.
2.1 Describing a company
L ook at these com pany nam es and logos. W h a t lines o f business do you th ink
they are in? U se th e industries in the b o x below to help you.
- S E E B B 11
0>
Aerospace Airline Banking Bar coding Catering Computing
Financial services Food processing Packaging Telecommunications
Vehicle manufacturing
C om pare your
answers in small
groups like this:
10
/ th in k J u p it e r
S c ie n c e s c o u ld
be in th e a irlin e
b u s in e s s .
Transport
\
/
I d o n t a g re e . I th in k
i t s in a e ro s p a c e .
]
/ a g re e w ith y o u . Im
s u re it 's in a e ro s p a c e .
|) N o w m atch these com pany profiles to th e com panies in A.

?
We opened our first restaurant in 1978 and
currently operate the largest chain in the country
with 103 restaurants.
Our restaurants feature best quality Tex-Mex
food and traditional-style Mexican food at
affordable prices. We provide an alternative to
higher-priced traditional sit-down restaurants
and lower quality fast food establishments.
We are a space technology com pany th at

designs, m anufactures an d m arkets a
b ro ad range o f space p ro d u cts and
services, including spacecraft system s,
satellite-based data co m p u tatio n and
observation services.
4
We manufacture and market a range of
consumer packaging in metal, glass and
plastics. Our main customers are in the
European beverage and food industries. We
are one of the leading packaging companies
in Europe with production units in Sweden,
Denmark, Norway, the Netherlands, Germany,
the UK and Austria. We have approximately
5,300 employees, 75% of whom work
outside Sweden.
You are doing som e research o n this

com pany. H o w m any o f these questions
can you answ er from this text?
1 W h ats the name o f your company?
2 W hat line o f business are you in?
3 W hat goods or services does your
company provide?
4 H ow many employees does your
com pany have?
5 W here are your headquarters?
6 W here are your m ain markets?
I _ I () Listen and ch eck y o u r answers.
T h e n practise asking and answ ering
these questions w ith a partner.
Find o u t ab o u t an o th e r le a rn e rs
com pany. T h e n re p o rt b ack to the
rest o f th e g roup like this:
W e are a R ussian-based brokerage and

consulting com pany established in 1992
at th e start o f th e privatization process in
R ussia. O u r m ain office is located in
M oscow and w e also have regional
branches in Siberia and th e K rasnodar
region. W e deal in shares o f R ussian
privatized enterprises and also provide a
full range o f financial services related
to R ussian securities operations.
The long-term goal of the Atlas Copco Group

is to be the worlds leading company within
its specialized areas of business:compressor,
construction and mining and industrial
technologies. The group employs more than
2 1 ,0 0 0 people, of whom 14% work outside
Sweden. Operations are conducted through
17 divisions, which manufacture products in
57 plants in 15 countries. The major share of
manufacturing is conducted within European
Union countries. Each division has total
business responsibility.
... works fo r ... company.

They 're in the ... business. They make
T hey have ... employees
The headquarters are in ...
Their main markets are ...
I. >
2.2 Starting a business
R e a d this article. W h a t kind o f business is Servcorp?
CJOOOO
Instant office
at the ready
For the first six weeks Joan Slater sat alone in
an empty office. I thought I had a good idea,
but then I w asnt so sure, she remembers.
In 1978 she set up her company, called it Servcorp
and leased half a floor of a central Sydney building.
Her business plan was to meet the temporary office
needs of busy business people. In those first six
weeks she was general manager and the only
employee of the company! However things got
better when an overseas lawyer became her first
client. Servcorps secretaries, receptionists and
other employees have been busy ever since.
Today Slater runs a

network throughout
Australia and Southeast
Asia. Servcorp now leases
a total of 22 floors of
office space. The company
offers modem office
facilities complete with
staff, telecommunication
links and computers. As a
business takes its first
steps offshore, it has to
have somewhere to call
home. Servcorps offices
in Singapore, Malaysia
and Thailand and in ten
Australian cities provide
these homes.
Annual turnover was
US$28 million last
financial year and the
company made a large
profit. Servcorp is now
expanding in Japan, Korea
and China. Slater went to
Japan last June where she
studied Japanese and
established Servcorp
offices in Tokyo and
Osaka. She said the secret
was to set up the business
to an international
standard. Our client can
expect the same quality of
service as they move from
country to country.
N o w c o rrect these statem ents.

1
2
3
4
5
6
Slater started her business in M elbourne.

Servcorp was a success from the start.
T he first client was a local lawyer.
Servcorp provides offices, but not staff for new businesses.
Servcorp operates in Australia, Southeast Asia, Japan and the USA.
T he com panys turnover was A U D $28m last year.
M atch a w ord o r phrase in th e te x t w ith these definitions.

a
b
c
d
e
to start a new company

a report saying w hat your company aims to do
som ething that lasts for a short time
equipm ent or services for a particular purpose
to get bigger
Study th e past sim ple tense.

Statements
^
called the company Servcorp.

leased a building in Sydney.
Questions
What did she call her company?
Where did she go last year?
T h ese verbs are irregular. Find th em in th e article and w rite th e past sim ple
n e x t to th e base form .
be
...............................
becom e ...............................
do
...d id ......................
have ...............................
get ...............................
go
...............................
make ...............................
say
...............................
think ...............................
H ere are th e answers to som e questions. W h a t are the questions? U se the words
in th e bo x to help you.
W hen (x2)
1 In 1978.
W here
W ho
W hat
Why
VVhe-ii d id J o a n S ta fe -r .$+ up. h e r
2 In the centre o f Sydney .........................................................................................................

3 An overseas lawyer.....................................................................................................................
4 US$28 billion...............................................................................................................................
5 To set up an office......................................................................................................................
6 June, last year................................................................................................................................
W o rk w ith a partner. O n e learn er takes the role o f Jo an Slater and th e o ther

the interview er. A dd three m ore questions o f your ow n and interview your
partner.
2.3 Getting product information

You w o rk for A B C C o m p u tin g in Taipei. You receive a le tte r from X Electronics
in M exico. W h e re do these parts o f th e lette r go?
1 Truly yours
M . A. Farh
M. A. Park (Ms)
Sales M anager
2 May 21, 199-
4 ABC C om puting
F8, no 142, M in-C huan E. R d
Sec. 3 Taipei
Taiwan
5 X Electronics
Jaie Balmes 11
C O L Los Morales
11510 M xico D.F.
M xico
3 D ear Sir or Madam:
I saw your advertisement in this m onths issue of

Asia-Pacific Computing World and would like to receive
more inform ation on your range of electronic components.
I look forward to hearing from you.
[1 N o w w rite a reply to X E lectronics in M exico.

H e re are som e phrases you can use. C an you com plete them ?
T hank you for your letter o f ....................................................................
We e n c lo se ...................................................................................................
Please contact m e i f ....................................................................................
14
l l () This is R ita Tong. She is a colleague o f yours at A B C C om puting.

H e r jo b is to answ er enquiries and send o u t in fo rm atio n to custom ers.
Listen to h e r taking som e calls and com plete the addresses:
Pavl............................................................
W et Oapi+ol S
A rk a n sa s ............................................
r'\c-a ..................................................
TAZ- Technologies
.................................................... S fr e e i
San f r a u d s
C-alifornia ...............................................
R ita T ong is o ff sick today and you are taking calls for her. Practise this
conversation w ith a partner.
Answer the phone.
Ask for information about

Vari-X filters.
Offer to send brochures.

Ask for callers name and address.
Give your name and address.
Promise to mail information today.
1
Finish the call.
Practise dealing w ith enquiries o n th e p hone. L earner A looks at File 3 on page

124 and L earn er B looks at File 4 o n page 120.
15
AIMS
Talk about company organization
Draft an advertisement for a vacancy
Talk about your job and its responsibilities
Ask to speak to someone and to leave a message
Present time
Present simple and present progressive
3.1 Company structure

L ook at this organigram o f C o m e x X press. P ut th e d ep artm en ts in the correct
box.
Finance
Hum an Resources
Production
Sales/Marketing
Chief Executive
Officer
I
Sales Manager
Plant Manager
W h ic h departm ents do these peo p le w o rk in?

Accounts Clerk
After-sales Clerk
Pay Clerk
Export Clerk
Credit Controller
Quality Controller
Sales Representative
Technician
Maintenance Officer
Purchasing Officer
Recruitment Officer
Training Officer
I^ I () N o w listen to th e training officer o f C o m e x Xpress explaining the

com pany structure to som e n ew em ployees. C h e c k y our answers in A.
L ook at these tw o jo b advertisem ents. W h a t positions do you th in k they are

for?
We are a successful advertising

agency located in the central
business district. We are looking
for someone with good keyboard
skills. A pleasant telephone
manner and the ability to deal
with clients are also essential. We
can offer the successful applicant
an attractive salary and a pleasant
work environment.
Our firm is one of the leading

im porters of engineering tools with
offices close to the city centre.
We are seeking a person who can
sell and is w illing to travel. A clean
driving licence is essential.
We are offering an attractive salary
and benefits package including six
weeks holiday a year.
For an application form or further
inform ation, please ring 01225
334455.
You n e e d an assistant at w ork. M ake notes about the jo b u n d e r these headings

and th en draft an advertisem ent for this person.
Youk c o m p a n y
Slcill and tpal'tfioai'm
Worthing. conditions

O
T hese p eo p le all w o rk for A cm e In tern atio n al. W h a t d e p a rtm e n t do you think

each p erso n w orks in?
Im in c h a rg e o f th e
tr a in in g p ro g ra m m e .
Im re s p o n s ib le f o r
in v o ic in g o u r c u s to m e rs .
/ d e a l w ith c u s to m e r
p ro b le m s .
I d e a l w ith e n q u irie s
a b o u t o u r p r o d u c ts .
l l
Im re s p o n s ib le fo r
b u yin g ra w m a te ria ls .
N o w listen to interview s w ith th em and com plete the chart.
Speaker
D epartm ent
Frank
Peter
Uschi
Rolando
18
C urrent projects
Sending, rewinde-rs to low paijer
Suzanne
Elke
Im in c h a rg e
o f s o ftw a r e
d e v e lo p m e n t.
Technical S crvic& i
Study the p resent tenses.

Present simple (usually, often, sometimes)
Present progressive (around now, temporarily)
I send out invoices to customers.

He organizes conferences.
We deal with customer complaints.
I'm sending reminders to slow payers.

He's organizing the sales conference.
We're preparing for a trade fair.
N o w m ake som e sentences about th e people at A cm e In tern atio n al like this:

Frank ivorks in Accounts. H e sends out invoices to customers.
A t the m om ent h es sending reminders to slow payers.
T h e n practise asking and answ ering w ith a p artner.
I D M ake a list o f yo u r responsibilities. T h e n m ake no tes on w h a t you are doing at

the m o m en t.
I work in the Accounts department.
Im
responsible for invoicing our customers.

in charge of sending out invoices.
I deal with invoices and payments.

At the moment I'm sending out reminders.
Find o u t ab o u t an o th e r learner. U se these questions to help you:

W h a t do you do?
W h a t are your responsibilities?
D o you have to ... ?
Ii'h a t are you doing at the moment?
H I . . . AR E YOU
N E D HERE? I'VE
N E V E R 5 E E N YOU
BEFORE.
r n THE LOST EMPLOYEE.

I VE B E E N H I D I N G
I N TH E B U R E A U C R A C Y
S IN C E T H E F I F T I E S . . .
P A ID B U T F O R G O T TE N .
19
% *
HW11""
Study these expressions. T h ey are often used on th e phone.

Asking to speak to someone
THE FAR SIDE
By GARY LARSON
I'd like to speak to Stephanie.

Could you put me through to Rolando?
Saying someone is not available
1988 FarWorks, Inc. Used with permission. All Rights Reserved.
I'm afraid
she's in a meeting,
he's on holiday,
the line's engaged,
there's no reply.
Asking to leave a message

Could I leave a message?
Could you take a message?
N o w practise this p h o n e call w ith a partner.
Practise taking m essages. L earner A looks at File 7 on page 118 and L earner B
looks at File 8 on page 123.
21
AIMS
Make and accept/reject invitations
Talk about hobbies and interests
Get information
Talk about likes and dislikes
Verb patterns
Verbs followed by -ing
Adverbs of frequency
Work and play

4.1 Inviting
Y oure in Sydney on business. W h a t w ould you like to do in y o u r free time?
I I () M alcolm C arey is an A ustralian businessm an and often entertains clients

w h o visit his com pany in Sydney. Listen to three conversations w ith a client.
W h a t does he invite h e r to do?
Invitation
R eply (V /X )
1
2
3
Listen again. D oes she accept ( ^ ) or decline (X) the invitations?
Study these ways o f m aking, accepting and declining invitations.

Inviting
Would you like to have dinner with me tonight)
How about taking a harbour cruise?
Accepting
I'd love to.
That sounds nice.
That would be great.
Declining
I'm afraid
I'm leaving tomorrow.

I'm visiting a client.
I have a meeting.
N o w practise m aking invitations w ith a p a rtn e r like this.

Make an invitation.
1 ..
Decline. Give a reason.
r
Make an alternative invitation.
1
Accept.
Practise m aking m ore invitations. L earner A looks at File 11 on page 116 and
L earner B looks at File 12 on page 121.
23
I I () Listen to tw o people talking at dinner. W h o does w hat?

Activity
M an
W om an
M ountain biking
Gardening
Jogging
Sailing
Cinema
Reading
Study these ways o f

talking ab o u t y our interests
and hobbies.
W o rk w ith a p artner.
Find five things you have
in com m on. You can ask
questions like this:
W h a t do you do in your free time?
D o yon play any sports?
D o yon ever ... ?
D o you like . .. ?
A re you interested in ... ?
25
L^J () Listen to tw o people talking at dinner. W h o does w hat?

Activity
M an
W om an
M ountain biking
Gardening
Jogging
Sailing
Cinema
Reading
Study these ways o f

talking ab o u t y our interests
and hobbies.
W o rk w ith a partner.
Find five things you have
in com m on. You can ask
W hat do you do in your free time?
D o you play any sports?
D o you ever . .. ?
D o you like ...?
A re you interested in ... ?
I like/enjoy
Im interested in
Im keen on ...
I dont really like ...
Im not really interested in
25
4.3 Market research

You w o rk for a m ark et research com pany. W h a t k ind o f products do you think
these p eo p le w o u ld be in terested in? M atch each one to a p ro d u ct below.
26
S i L ook at this questionnaire. W h ic h o f the products in A do you th in k the

com pany is researching? D o you th in k th e perso n answ ering th e questions
w o u ld be in terested in it?
Age:
1 5 -1 8
1 9 -2 4 ( 2 5 - 3 4 ) 3 5 -4 9
5 0 -6 4
65+
Sex:(W l/F
1
Travels for business
Works at home
Gives presentations
Does own typing
Uses computer at work
Buys computer magazines

(1 = regularly; 2 = frequently; 3 = often; 4 = sometimes; 5 = seldom; 6 = never)
P P
1a I () Listen to an in terv iew w ith a n o th e r po ten tial custom er for th e same

p ro d u c t and com plete th e questionnaire. D o you th in k she w o u ld be interested
in th e product?
Age:
1 5 -1 8
1 9 -2 4
2 5 -3 4
3 5 -4 9
5 0 -6 4
65+
Sex: M /F
1
Travels for business

Works at home
Gives presentations
Does own typing
Uses computer at work
Buys computer magazines
(1 = regularly; 2 = frequently; 3 = often; 4 = sometimes; 5 = seldom; 6 = never)
M W o rk w ith a p artn er. C hoose one o f th e products in A and prepare a m arket

research questionnaire fo r it.
You can use questions like this:
D o you ever ... ?
H o w often do yon ... ?
W hen did you last ... ?
W h a t kind o f ... ?
D o you prefer . .. ?
H o w much do you spend on ...?
W h e n you have prepared it, in terv iew som e o th e r learners. A re they potential
custom ers?
27
Revision and consolidation
Grammar C o rrec t th e m istakes in these sentences.

a
b
c
d
e
f
g
h
i
j
k
1
Joachim is engineer,
H e w ork in the Frankfurt office,
You w ork for IBM , doesnt you.
H ad you a good journey?
I start w orking at this company w hen I left school,
W h en jo in ed you the company?
D id you w ent to last years sales conference?
Anita works in After-sales shes dealing w ith custom er complaints,
We develop a new m odel at the m om ent,
W ould you like seeing the factory after lunch?
Are you interesting in sports?
I play often tennis and I sometimes play golf.
What do you say? M atch the function to th e actual words.

1
2
3
4
5
6
7
8
Introduce a colleague.
Ask for inform ation about a product.
Ask w ho som eone works for.
Invite som eone to do something.
Offer to take a message.
Say w hat you do.
Ask som eone about their interests.
Ask to speak to som eone on the phone.
a
b
c
d
e
f
g
h
C an I give him a message?

Im responsible for enquiries about our products,
Have you m et Ms Suzuki?
D o you play any sports?
W h o do you w ork for?
C ould I speak to som eone in Accounts, please?
H ow about a drink after the meeting?
C ould you send me some inform ation on your filter systems?
N o w w rite a short dialogue using som e o f these phrases.
Vocabulary L ook at these categories. H o w m any w ords can you p u t in each

category?
Departments
28
Lines o f business
Professions
Reading R e a d this article about R e u b e n Singh. W h y is h e unusual?
Another million made,

then back in time for school
by Geoffrey Beattie
euben Singh is 18 and
studying for his final exams
at William Hulme School,
Manchester. He also runs
his own business, Reuben Singh
Holdings, which deals in fashion
jewellery and accessories. He is worth
almost 10m.
The recipe for his success is
simple: Girls dont have the money
to go out and buy new clothes every
day. By using accessories they can
change how their clothes look. Its
also a business with a good turnover
and a very high profit margin.
He started learning about business
at the age of 12 in his parents
company, which supplies fashion
jewellery to British chain stores. He
began by dealing with customers.
Then he started to accompany his
mother on buying trips to the Far
East. At 14 he made his first
independent trip - accompanied by 12
assistants. He dealt directly with the

manufacturers and negotiated with
chain stores. Four years later, at 18,
he says he is almost a veteran
businessman. He makes nine or ten
trips a year to the Far East, and
travels to Milan and Barcelona nearly
every week.
1^1 () Listening Listen to an in terv iew w ith a young businessw om an and take
notes on w h a t she does at these tim es:
5.00
............................................................................................................................................
7.00
8.45
12.30
............................................................................................................................................
............................................................................................................................................
............................................................................................................................................
15.30
21.00
24.00
...........................................................................................................................
............................................................................................................................................
M ake n otes o n your day and tell a p a rtn e r about it.
The Independent on Sunday 21 May 1995
Summary
Question tags
Positive sentences
Negative sentences
Pamela is an accountant, isn't she?

She works for Extratour, doesn't she?
She's not married, is she?

She doesn't smoke, does she?
Present simple tense

I work in After-sales.
We don't export to South America.
Do you deal with customer complaints? Yes, I do.
U se
N .B .
To talk about activities w hich happen again and again or all the time.
We often use adverbs o f frequency w ith the present simple.
Adverbs of frequency
always regularly often sometimes seldom
never frequently
N .B . Adverbs o f frequency go before the main verb but after the verb
to be.
Present progressive tense

I'm working on the sales report.
We're not organizing the sales conference this year.
Is Uschi running the training course? Yes, she is.
U se To talk about tem porary activities or activities happening around now .

N .B . Verbs w hich express a state (e.g. know , like, want) are usually used w ith the
present simple, even if we are talking about now .
Past simple tense

She leased a building in Sydney.
She didn't start her business in Melbourne.
Did she go to Japan last year? Yes, she did.
Irregular verbs
begin
buy
come
do
find
fly
get
began
bought
came
did
found
flew
got
begun
bought
come
done
found
flown
got
give
g
leave
make
m eet
put
say
gave
w ent
left
made
m et
put
said
given
gone
left
made
m et
put
said
see
sell
speak
take
tell
think
w rite
saw
sold
spoke
took
told
thought
wrote
seen
sold
spoken
taken
told
thought
w ritten
U se To talk about com pleted actions in the past.

N.B. We often use time markers (e.g. yesterday, two years ago) w ith the past simple.
30
Useful words and expressions

Yotir translation
Introductions
H ow do you do?
Pleased to m eet you.
D o you know M s L e fi
Have you m et M r Tan?.
............................................................
............................................................
............................................................
............................................................
G reetings
H ow are you?
Fine, thanks.
N o t too bad.
............................................................
............................................................
............................................................
W hat do you do?

W ho do you work for?
............................................................
............................................................
I agree.
I d o n t agree.
headquarters
m ain markets
employees
m anufacture
m arket
Im responsible for quality control.
H e s in charge o f Sales.
T hey deal w ith customer complaints.
............................................................
............................................................
............................................................
............................................................
............................................................
............................................................
............................................................
............................................................
............................................................
............................................................
C o rresp o n d en ce
T hank you for your letter o f 3 June.
We enclose a catalogue and price list.
Please contact m e fo r further details.
............................................................
............................................................
............................................................
O n the p h o n e
Id like to speak to M r Bird.
C ould you put m e through to M s Greene ?
T heres no reply.
T he lines engaged.
W ould you like to leave a message?
Can I take a message?
W h o s calling?
............................................................
............................................................
............................................................
............................................................
............................................................
............................................................
............................................................
Inviting people to do things

W ould you like to ...?
H ow about ... ing?
Id love to.
T hat sounds great.
............................................................
............................................................
............................................................
............................................................
Talking ab o u t y our interests

Im interested in ...
Im not really interested in ...
I quite like ...
I dont really like ...
............................................................
............................................................
............................................................
............................................................
You m ight also find it helpful to make lists o f the following vocabulary:
industries, departments and jobs w hich are im portant for your work, and your
free time activities.
31
AIMS
Talk about infrastructure
Describe facilities
Compare advantages and disadvantages
Deal with orders
Comparative and superlative adjectives
I
Transportation
Adjectives describing quality

Punctuation and capitalization
6.1 Describing infrastructure

L o o k at the p icture and find the follow ing:
airport truck1 railroad2 highway3 port
freight train4
cargo ship
British English: 'lorry; 2railway; motorway; 4goods train
32
tanker
container
R e a d this article about V irginia. H o w m any different form s o f transport are

m entioned?
Virginia, USA
UNITED STATES
OF AMERICA
Virginia
Virginia is fast becoming the transportation hub o f the

eastern U SA ............ (1)
And our 14 commercial airports put us within easy
reach of practically every major city in the world. We
offer supersonic transport service with Concorde to
London and Paris. Non-stop flights to Frankfurt and
Tokyo. Direct flights to Moscow, Jeddah, Stuttgart,
Warsaw and G eneva............ (2)
Our seaports are equally top flight. M ore goods are
exported through the Port at H ampton Roads than any
other seaport in the country. The cargo handling
facilities at Hampton Roads Port are the most
advanced in the w orld............ (3)
We also have important railroad lin k s :.......... (4)
We have the third largest highway system in the
United States, almost 54,000 m iles............ (5)
When it comes to transportation, no other state
delivers like Virginia.
T hese sentences are m issing from th e article. W h e re do you th in k they belong?

a We also offer non-stop flights to 65 domestic destinations,
b There are also plans to add $10 billion w orth o f new roads and highway
improvements.
c O u r location in the center o f the eastern seaboard puts us w ithin 500 miles o f half
the population o f the U nited States,
d M ore than 80 shipping lines link the harbor with 270 ports in 100 different countries,
e Virginia is the ju n ctio n point for m ajor northsouth and eastwest lines.
T hese w ords can be used to say h o w good th e facilities are. P u t th em u n d e r the

correct heading like this:
adequate terrible
unsatisfactory
first class
fair
poor
excellent
satisfactory
very good
+++
W h a t are the tran sp o rt links like for industry w h ere you live? D escribe them
using th e w ords above.
Find o u t ab o u t th e tra n sp o rt facilities in Sydney, A ustralia and Singapore.

L earner A looks at File 13 on page 118 and L earner B looks at File 14 on page
122.
6.2 Forms of transport

|c (j Listen to som eone from Transw orld Freight Forw arders talking about
different types o f tran sp o rt and com plete th e grid.
Transport
Advantage
Disadvantage
a ...............................
fast
expensive
large quantities not possible
suitable for heavy goods or

large quantities
door-to-door service
d ...............................
economical use of labour
&EIG//7-
34
ports expensive
delays common
no door-to-door service
l l Study these ways o f com paring things.

Transporting goods by air is much faster than by sea.
Transporting goods by sea is not as fast as by air.
Transporting goods by air is the fastest method.
Transporting goods by air is more expensive than by sea.

Transporting goods by sea is not as expensive as by air.
Transporting goods by air is the most expensive method.
N .B . good better best; bad worse worst

M ake som e sentences com paring air and road transport. U se the w ords in the
box to help you like this:
Transporting goods by air isnt as cheap as by road.
cheap
fast
difficult
dangerous
slow
expensive
easy
safe
W h ic h m eth o d o f tra n sp o rt is
a the most flexible?
b the m ost reliable?
c the most environmentally friendly?
C om pare y our answers w ith a partner.
M atch the type o f cargo to the sym bol.

Types o f cargo
2 hazardous goods
3 livestock
4 high value cargo
5 fragile goods
6 flammable goods
tf i/o
1 perishable goods
C an you th in k o f o th er
exam ples o f these types o f
You w o rk for a consultancy firm . W rite sh o rt reports on the best m ethods o f

tran sp o rt for y o u r clients.
1 Leuwan Florist o f H olland deals in flowers and supplies the European market.
2 Johnson Chemicals o f Britain distributes chemicals to the European market.
3 H eriot Meats o f N ew Zealand supplies the M iddle East and Japan w ith livestock
and frozen meat.
4 A C R o f Taiwan supplies the w orld market w ith com puter m onitors.
D o n t forget to give reasons for and against th e different m eans o f transport.
35
6.3 Dealing with an order

Q
You are B rian D avisons assistant at VAC Industries. L o o k at this fax and fill in
th e m issing in fo rm atio n in th e header.
28 August
Spain
Ms Sanchez
Royale Engineering Company
2 8 Devon Road,
Plymouth
PLI 1HZ
Industries
Fax: + + 4 4 (0 )1 7 5 2 3 2 382 1
Tel: + + 4 4 (0 )1 7 5 2 3 2 8 8 2 2
Attention
Company
Country
From
Brian Davison
Date
dear ms sanchez
thank you for your order of 23 august we are pleased to confirm
your order of 20 units of model 1203 payment by letter of credit we
will deliver the goods by 20 Septem ber by ship to bilbao i will send
you shipping details on Monday
i look forward to hearing from you soon
yours sincerely
brian davison
marketing manager
L o o k at th e rest o f th e fax and add capitals and full stops.
[ ] Listen to Ms Sanchez calling VAC Industries. W h a t does she w an t to

change?
payment conditions
H3
num ber o f machines ordered EH
m ethod o f delivery
(U
m odel o f m achine
CH
T his is th e m em o B rian D avison sent to th e dispatch d ep artm en t. Is it correct?
MEMO
Change delivery conditions (Royale Engineering Ms Sanchez)
- order no. E 5490.
A ir freight to Bilbao as soon as possible.
Ms Sanchez to pay additional freight costs.
! B rian D avison has asked you to w rite to M s Sanchez confirm ing th e changes.
L o o k at these sentences. W h ic h tw o can you use?
1
2
3
4
5
Please send me the inform ation as soon as possible.

Additional charges for delivery by air freight will be paid by you.
T hank you for your enquiry.
Please find enclosed inform ation on terms o f payment and conditions o f delivery.
We have arranged for the imm ediate dispatch o f the goods by air freight.
N o w w rite a fax confirm ing th e n ew arrangem ents.
2 8 Devon Road,
Plymouth
PLI 1HZ
Industries
Fax: ++44 (0 )1 7 5 2 3 2 382 1

Tel: ++44 (0 )1 7 5 2 3 2 8 8 2 2
Attention :
Company :
Country
From
Date
Message
37
AIMS
Talk about imports and exports
Talk about quantity
Describe change: past and present
Quantity
Mass and count nouns
Past time
Past simple and present perfect
Imports and exports

7.1 Talking about industries
M atch these industries to th e icons below and w rite th em in the blanks.
textile automobile
agriculture
pharmaceutical
computer
chemical
tourism
U n it e d States of
IT -?
M ON TERREY
M exico
E I

E I

MEXICO
CITY
I f
E I

E I

ACAPULCO
C / f r ,
c
38
petroleum
ID
1 1 Listen to an in terv iew w ith a

M exican businessm an.
A re th e industries in A exports (E) or
im ports (I)? T ick th e boxes as you listen.
Listen again. W h a t ind u stry does he
w o rk in?
L ook at these types o f industries. C an you explain each type?

Com m odities
oil
M anufacturing
Services
fe-rfi\c ....................................... fo\ir'im and fra/e-l
P ut these industries into th e co rrect colum n.

consumer electronics advertising oil rice pharmaceuticals coffee retailing
banking coal furniture textiles cars insurance wool tourism and travel
M ake a list o f im p o rta n t industries in your area o r country. T h e n com pare w ith
a partner.
You can use these expressions to help you:
The main industry is ...
O ur major export is ...
We are developing the ... industry/business.
Other important service/manufacturing industries are ...
... employs a lot o f people in my area.
39

T his ch art shows S outh K orean im ports from C hina.
Products
Chemical
Mineral & mining
Textiles
Agricultural
I Iron & metal
I Machinery
Electric/Electronics
Others
n
CHINA
A re these statem ents tru e (T)

o r false (F )?
40
ft
Beijing <
South Korea imports:

1 a lot o f electrical products
2 quite a lot o f chemicals
3 only a few textiles
4 only a little m achinery
EH
South Korea doesnt import:

5 many agricultural products
6 m uch iron or metal
EH
NORTH
Pyongyang KOREA
YELLOW
SEA
S eo ul
SOUTH
KOREA
SEA
OF
JAPAN
JAPAN
I oky
Study these ways o f talking ab o u t quantity.
How m a n y ...?
fffffl
not any
a few
N o w com plete these conversations,

A:
H ow
B:
A:
b
iffirii
ffttt
not many
quite a lot
using w ords
M il!
a lot
from above.
nnvcb........................... (1) does your country earn from tourism each year?
B: I dont know
A:
n iiim n
fin n n n
M lil M l
M l 11M l
fiiM im
n il n inn
exactly, but Id s a y .................................................................... (2).
H o w ....................................... (3) tourists visit your country each year?

I c a n t r e a lly say, b u t I t h i n k ....................................... (4).
D o you im p o r t....................................... (5) coal?
N o ,................................................... (6).
A:
D o you e x p o rt........................................(7) cars?
B:
No, o n ly ....................................... (8 ).
This pie ch art shows

S outh K orean exports to C hina.
M ake som e sentences like this:
South Korea exports a lot o f .............
Textiles
S I Iron & metal
S I Machinery
Chemical
Mineral & m ining
Others
Practise finding o u t ab o u t a c o u n try s im ports and exports. L earner A looks at

File 15 o n page 121 and L earn er B looks at File 16 on page 124.
7.3 Made in America

L o o k at these statem ents about A m erican m an u factu rin g in th e 1980s. D o you
th in k they are tru e (T) o r false (F)?
i
In the 1980s, Am erican companies:

1 had an international outlook.
2 still used old-fashioned m ethods o f production.
3 took a short-term view o f business.
4 were good at developing new products.
5 neglected hum an resources.
'
6 didnt cooperate effectively w ith their business partners. I I
N o w read this article and find o u t if you are right.
THEN
1 Then American firms relied too much on the

domestic market, despite increasing competition
from Europe and Japan. They were blina to science
and innovation outside the USA and therefore failed
to adapt foreign discoveries for use at home.
2 Then American industry continued to mass produce

goods long after the Japanese had learnt that not
only economies of scale but also quality, reliability
ana different products for different segments of tne
market are important.
3 Then American firms had short-time horizons. While

Japanese companies invested heavily in consumer
technologies, American consumer electronics firms
diversified into other businesses such as car rentals
and financial services. They eventually lost the
market altogether.
4 Then there was too much emphasis on 'basic

research' and too little on the technical work needed
to turn brilliant ideas into products that people would
buy. Designers didn't bother to make sure products
could be manufactured easily and reliably. The art of
manufacturing was not respected.
5 Then on-the-job training in Germany and Japan

gave these countries an advantage over American
firms. These did not try to improve workers' skills.
6 Then American firms were bad at cooperating. Both

customer-supplier relations and labour relations
were poor.
N o w m atch a paragraph from this article o n A m erican m anufacturing in the

1990s to a paragraph from A .
a Now firms as well as universities have begun to take manufacturing

more seriously. More engineers, and better ones, work in
manufacturing. 'We realized you couldn't just invent', says a senior
vice-president at Intel. 'You also had to make a few million things.'
b Now no big firm ignores its suppliers any more.
c Now American manufacturers, in the middle of an export boom, are
focused on the outside world. The number of exporting businesses
has increased. Many firms are looking for openings in Russia, China,
India or Brazil.
d Now the biggest American companies say that people are their most
valuable resource. Since 1982,80,000 Ford workers have been
through training programmes. Chaparral Steel tries to keep 85% of
its employees enrolled in training courses at any time.
I e Now from Coca-Cola to Fidelity Investments, American companies
have learnt to segment the market. They have also discovered
continuous quality improvement. In 1994, AT&T became the first
American company to win Japan's Deming prize for quality control.
Many companies nave introduced quality raising initiatives.
I f Now American firms have begun to take a longer view.
Shareholders are behaving more like long-term owners and
managers are more accountable for their performance.
Study these ways o f talking ab o u t th e past.

Past simple (then)
Present perfect (result now)
American firms relied on the domestic market.

American firms did not try to improve workers' skills.
The number of exporting firms has increased.

80,000 Ford workers have been on training programmes.
R e a d this article about an A m erican rail com pany and und erlin e the c o rrect
tense.
AT YOUR SERVICE
Southern Pacific is now the sixth-biggest rail
company by revenue. In 1980, it employed /
has employed (1) 30,000 people. Now it has
18,000. Under the ownership of a Denver
billionaire, the company invested / has
invested (2) heavily in new technology. It
consolidated / has consolidated (3) many of

its operations and sold / has sold (4) some of
its track. A further 4,000 employees lost /
have lost (5) their jobs last year, but revenue
ton-miles per employee went up / has gone
up (6) last year to 7.5m from 4.3m in 1990.
W o rk in small groups. M ake notes on y our area o r com pany ten years ago.
W h a t has changed since then? C om pare your ideas w ith an o th er group.
"4 3 "
AIMS
Talk about schedules
Make and change arrangements and appointments
Deal with correspondence
Make a telephone call to arrange a meeting
Future time
Present progressive for future
will future
Arrangements
8.1 Discussing an itinerary
W h a t arrangem ents have to be

m ade before som eone goes on a
business trip abroad? M ake a list.
OBERO'HOTEL
BOMBA*
s S A<3 6
)M B A Y
200 000
1 I () O livia M iller is going to B om bay on business. Listen to h e r discussing

th e trip w ith h e r secretary and com plete th e itinerary.
Olivia M iller - Trip to B om bay

M onday, O c to b e r 3rd
.................................
.................................
.................................
C a r t o London H e a th ro w , T erm in al 4
B A F lig h t 1 3 9 t o B o m b a y
A rrive B o m bay, tr a n s fe r t o h o te l
T u esd ay, O c to b e r 4 t h
.................................
M e e tin g w ith M r S h a h
W e d n e sd ay , O c to b e r 5 t h
All d a y
Tour o f new p la n t in B o m b a y a n d m e e tin g w ith d ire c to r s
T h u rs d a y , O c to b e r 6 t h
.................................
.................................
.................................
BA flig h t 1 3 8 t o London H e a th ro w
A rrive London H e a th ro w
S a le s m e e tin g , London
Study these ways o f talking about th e future.

Present progressive (for arrangements)
I'm arriving on Monday.
You're seeing him at 2.00.
She's staying at the Oberoi.
W ill (for sudden decisions and promises)

make an appointment,
ask my boss,
confirm it at once.
C o m p lete this conversation w ith th e c o rrect fo rm o f the verb. U se th e verbs in

the box to help you.
come
fly
see
fax
stay
OLIVIA:
W h e n ................................................................................. (1) to
ASSISTANT:
Friday m orning.Y our flights at nine o clock.
OLIVIA:
OLIVIA:
W h e r e .................................................................................(2)?
At the R oyalton Hotel. Im afraid the Plaza is full.
W h e n ................................................................................. (3) Bill Urwin?
ASSISTANT:
Friday afternoon at four o clock, local time.
ASSISTANT:
OLIVIA:
a s s is t a n t :
OLIVIA:
ASSISTANT:
N ew York?
...................................................................................................
N e i l ........................................................................... (4) to the m eeting too?

Yes, he is.
Good, but h e needs a copy o f the report for it.
R ig h t................................................................................ (5) it this afternoon.
Practise talking about schedules. L earner A looks at File 17 on page 118 and
L earner B looks at File 18 o n page 122.
45
8.2 Dealing with correspondence

L ook at these letters. W h ic h one is:
a thanking
b arranging
c confirming
d inviting
e accepting
f cancelling
2
February 2, 199-
February 5, 199-
Dear Mr Oliver Schmutz:
D ear Oliver
I am pleased to be able to invite you to the Annual Conference of

Packagers, which will take place in Los Angeles 4 - 7 July.
I enclose a program with details of the speakers and the various
topics that have been proposed, together with a registration form.
On receipt of your form we will send you details of accommodation
in Los Angeles, together with a booking form. Any further enquiries
should be sent to me at the above address.
T hank you very much for your hospitality while I was in

Portland.
It was very useful to see the new warehouse and I
hope to be able to implement some of your suggestions
here in Germany.
I look forward to seeing you when you come to
Frankfurt in the fall.
I look forward to seeing you in Los Angeles in July.
Best regards
Sincerely,
Dieter
Sheila Legl
4
February 11,199-
3
Dear Mr Schmutz:
February 9 , 199Dear Mr Schmutz:
We are pleased to confirm your reservation for one

single room with bath from February 22 to 24.
Unfortunately Ms Gilbertson is not able to keep the

appointment with you on Wednesday, February 11 at 2.20 as
an urgent matter will prevent her from travelling to Portland.
Please let us know your time o f arrival and

departure.
Sincerely yours,
Please accept her apologies. She will contact you as soon as

she returns to HQ.
6
5
February 8 , 1 99February 9 , 199Dear Sir/Madam:
Please reserve a single room with bath for the nights of February 22,
2 3 ,2 4 .
I would be grateful if you could confirm my reservation.
Sincerely,
Oliver Schmutz
Dear Mr Riddlestone:
Thank you for your invitation to attend the opening of your new
training center.
I would be most pleased to attend and look forward to seeing you
there.
Best regards,
Oliver Schmutz
R e re a d the letters and underline the w ords and expressions th at help ed you get
the answers.
T hese expressions are often used in correspondence.

Requesting
Could you please confirm my reservation?
We would be grateful if you could return the booking form today.
Giving good news

I am pleased to invite you to the annual conference.
Giving bad news

Unfortunately, Ms Gilbertson is not able to meet you.
I am afraid we will not be able to meet as planned.
Thanking
Thank you for your hospitality.
We were pleased to see you last week.
Confirming
I confirm your meeting next Thursday.
I am pleased to confirm your reservation for next week.
N o w rew rite these phrases to m ake th em m ore polite like this:

I would be grateful i f you could cancel m y reservation.
1
2
3
4
5
Cancel my reservation.
M r Petersen can come to the reception on 1 M ay
Mrs Lindgren cant come to the reception on 1 May.
I want an appointm ent on 22 May.
Send me confirm ation o f my booking.
6 Thanks for dinner last week.
I I Listen to J e ff M organ discussing a

business trip to O rlando.
1 W hen is he travelling to Orlando?
a 9 January
b 19 January
c 29 January
2 H ow many nights does he w ant to stay there?
a 1 night
b 2 nights
c
3 nights
3 W hen is the m eeting w ith O rion?
a 1 February
b 5 February
c 21 January
You are J e ff M o rg a n s assistant. W rite a fax

to the M a rrio t H o te l and a fax to O rio n
for him .
47
8.3 Making and changing an appointment

I 1() T his is K ate W illiam s diary. Listen to tw o p h o n e calls and fill in the
appointm ents.
October
Fre ent n e iv brochur&
2.^)0
M r. ^AocM
t.O F rin + e r
lH
M ON.
10
TUE.
11
WED.
12
THUR.
13
FRI.
14
SAT.
15
SUN.
16
Study these ways o f m aking an appointm ent.

Suggesting a time
When would
be convenient?
suit you?
Are you free on Monday1

How about 10.001
Saying yes
That's fine.
That suits me.
Saying no
I'm afraid I cant make
I'm sorry, I can't manage
48
Wednesday.
the morning.
N o w practise this conversation w ith a partner.

Answer the phone.
1
Explain why you are calling.
r
Find out when would be a good time to meet.
1
Suggest a day.
r
Agree. Suggest a time and place to meet.
Agree.
r
Confirm the arrangement.
Finish the call.
I ^ l K ate W illiam s p h ones Ian N o rm a n to change their ap pointm ent. W h a t

do you th in k she w ill say to him?
N o w listen and w rite the n ew app o in tm en t in h e r diary.
1 9
Practise m aking and changing arrangem ents. L earn er A looks at File 19 on page
117, L earn er B looks at File 20 on page 120.
49
AIMS
Describe a product
Make and deal w ith com plaints
A pologize
Adjectives
m aterials/shapes/qualities
9 Products and services

9.1 Services
R e a d this leaflet ab o u t First D irect. W h a t services does it offer?
Welcome
to a new and
The banking service
Why you should
that gives you time
bank with
different way of
for the important
First Direct
banking
things in life
First Direct offers a banking

service that enables you to
do all your normal banking
business without having to
set foot inside a bank
branch.
First Direct lets you make

more of your time. Whether
you are busy at work, or
relaxing at home, the UKs first
24-hour person-to-person
banking service is more
convenient.
First Direct is a division of

Midland Bank pic and offers
a person to person banking
service 24 hours a day, every
day - at the end of a
telephone. Your call will
always be answered by a
banking representative
whose job is to assist you
with a full range of banking
products and services. Our
interest rates are highly
competitive because our
overheads are low. We have
no branches so we can pass
on cost savings to our
customers.
It lets you manage your

finances whenever you want.
You can call us at any time of
the day or night, at
weekends, even on public
holidays, for a wide range of
banking services.
You can call us 24 hours a day
to arrange payment of
domestic bills (gas, electricity,
water, etc.); transfer money in
the UK or around the world;
check the balance of your
Cheque Account, or order
foreign currency or travellers
cheques.
Make the most of your time
with a First Direct Cheque
Account.
We are open 24 hours a

day, every day.
You can transact your
banking needs over the
telephone.
You can pay bills over the
telephone.
You can withdraw up to
500 cash a day from
over 13,500 cash
machines.
You can guarantee
cheques up to 100.
You will always deal with
friendly and efficient staff.
R e a d the leaflet again and c o rrect these statem ents.

a
b
c
d
e
f
First Direct has branches in all m ajor cities,

T he bank is open from 8 a.m. to 8 p.m.
Bank charges are higher than in other banks,
It offers only a lim ited range o f services.
You can w ithdraw 5 0 0 a week from cash machines in the UK.
You can guarantee cheques up to ,50.
W h a t do you think? W o u ld you like to use First D irect as a bank? D oes your
bank offer a sim ilar service?
M atch a w ord or phrase in the leaflet w ith these definitions:

a
b
c
d
e
f
to enter a building
the local office o f an organization
a company w hich is part o f a large group
the person from the bank you will speak to
m oney you get w hen you deposit m oney with the bank
m oney spent on the day-to-day costs o f a business.
H L Listen to a p h o n e call b etw een First D irect and a p o ten tial custom er.
W h a t does he w an t to know ?
You are going to role play som e p h o n e calls to First D irect. L earner A looks at
File 23 on page 119 and L earn er B looks at File 24 on page 124.
W h e n you have practised y our role plays, act th em o u t for an o th er pair. Ask
them if they th in k you are friendly, helpful and efficient!
9 .2 Describing a product
L o o k at this bed. W h a t questions can you ask to com plete th e m issing
inform ation?
Length:
................................
W idth:
Height:
................................
................................
Colours: ................................
Material: ................................
Price:
................................
[ f 1^1 () Listen to a sales representative describing th e b ed to a po ten tial

custom er and com plete the m issing in fo rm atio n . W h a t are the advantages o f
this range o f furniture?
L ook at these w ords for describing a product.

robust
sphere
plastic easy-to-use metal round wood attractive leather square

cotton wool cube good-value cone triangle flexible long-lasting
P u t th em in to categories like this:

Shape
M aterial
Quality
. rovnd........................................plaitit-.......................................rokvsf
U se som e o f the w ords above to describe som ething in your bag or pockets.
Practise describing som e products. L earner A looks at File 27 on page 116 and
53
9.3 Keeping the customer happy

L^J You w o rk in the Sales D e p a rtm en t at Leroy M otors. Listen to a
colleague p h o n in g th e printers. W h a t is th e problem ?
N o w listen to the p rin te r retu rn in g y our co lleagues call. W h ic h brochures is
she w aiting for? W h e n w ill she get them ?
T h e brochures have n o w arrived. R e a d this le tte r your colleague has w ritte n to

a custom er. W h y has she w ritte n it?
L E R O Y
MOTORS
INC
199 Heidelberg Rd,
Ho Industries
Attn: Mr Peter Wong
Shoei Yuan Road
Taipei
Taiwan, ROC
Ivanhoe,
Victoria 3177
April 27, 199-
Dear Mr Wong
I apologize for the delay in sending you information on our
complete range of industrial motors. This was because some of
the brochures were still at the printers.
Please find enclosed the missing brochures on our models in
the A90 range.
I hope this did not cause any inconvenience. Please accept
my apologies again.
Best regards
J&nnif&r Avi'm
Jennifer Austin
Sales Manager
R e a d the le tte r again. U n d erlin e th e phrases the w rite r uses to apologize.
54
Study these ways o f apologizing and accepting an apology.

Apologizing
Im
very
'
really
sorry.
Accepting an apology
I see.
That's OK.
Never mind.
Practise m aking apologies. R o le play this p h o n e call b etw een an o th er custom er

w h o is still w aiting for the brochures and yourself.
Answer the phone.
1
Explain why you are calling.
r
Apologize. Explain why you havent sent the brochures.
I_ I Listen to som e voice-m ails. W h a t are the problem s? First decide i f you
w ill w rite or call the custom er. T h e n role play the call o r draft the letter.
Message
Problem
Action
55
I Revision and consolidation

Grammar C o rrec t the m istakes in these sentences.
a
b
c
d
e
f
g
h
i
j
Is it m ore quick to transport goods by rail or by road?

W hich is the expensivist m ethod o f transport?
We im port m uch com puters but we dont im port m uch machinery,
H ow m uch cars do you export each year?
U nem ploym ent has increased during the eighties,
Transport improved a lot. We now have a new rail link,
W hen go you to headquarters?
H ow m uch nights do you want to stay?
I booking a room for you at the Sheraton.
Im afraid M r H onda cant come to the m eeting because he will go on a course on
Thursday.
k H ow m uch weigh those shelves over there?
1 Its 3.5 metres length.
What do you say? M atch the function to th e actual w ords.

1
2
3
4
5
6
7
8
Describe facilities.
Ask about the price o f something.
Talk about arrangements.
Offer help.
O tfer to do something.
Apologize.
Describe a product.
Suggest a time for a meeting.
a
b
c
d
e
f
g
h
Ill m eet you at the station,

W hat can I do for you?
W ould Thursday m orning suit you?
W hat does it cost?
Its excellent value-for-money.
T he airport is excellent,
Im sorry. W hat exactly is the problem?
Im seeing M r H onda on Tuesday.
N o w w rite a short dialogue using som e o f these phrases.
Vocabulary P ut these w ords in to three categories and th en give th em a heading.

tanker oil insurance truck
wood tourism cotton
port
plastic
A dd som e m ore w ords to each category.
container
leather
chemicals
I 1() Listening T his ch art

shows w hy peo p le change banks.
N o w listen to Jam es Shaw
explaining w hy he changed banks
W h ic h reasons does he m ention?
W h a t o th er reasons n o t in the
ch art does he give?
W hy
customers
have moved
E xcessive account
30%
charges
Account charges imposed
without warning
Account charges that were
unjustified or unfair
Inconvenient branch location/

closed local branch
Slow service in the branch/
queues in the branch
Poor advice from
the institution
Reading R e a d this article about changing banks and p u t these steps in th e rig h t
order:
]
]
]
]
I I
C u t your cheque-guarantee card in half.

Tell the new bank to take over payment o f the standing orders and direct debits.
W rite a letter to the old bank to close the account.
Instruct your employer to pay your salary into the new account.
Ask your old bank to send you a list o f standing-order and direct-debit
comm itm ents.
Cancel the paym ent o f standing orders w ith the old bank.
THE ITCH TO SWITCH

Dissatisfied with your bank? Many people
are, but few actually move.
According to a recent survey, about 36
million of us run a current account, but
more than 6 million of us are dissatisfied
with our bank.
Excessive charges and poor service are
the most common complaints. But we also
grumble about low interest rates for
accounts in credit, too few cash points and
inconvenient branch opening hours and
location.
If you get the itch to switch, the first
step is to instruct your employer to pay
your salary into the new account - give
at least one month's notice.
Next, ask your bank to send you a list
of direct-debit and standing-order
commitments. Tell your new bank to take
over the payment of the standing orders
and then cancel them with the old bank.
Dealing with direct debits is more

difficult. You must send a letter to
everyone you pay by direct debit to let
them know you are changing banks. They
will then send new direct-debit forms,
which you must complete and return
before you cancel the old direct-debits.
Once all payments into and out of your
old account have been switched to your
new one, cut your old cheque-guarantee
card in half and send it to your old bank,
together with any unused cheques and a
letter to close the account.
The whole process can take up to two
months - and things can go wrong. Direct
debts may be paid twice, or missed
altogether. Customers may also find that
payments go out of the account before
the salary has gone in. Unless the bank
offers free overdraft facilities you could
pay the price for being in the red.
by
Naomi
Caine
Summary
Comparison
One syllable
One syllable + y
Two or more syllables
Adjective
Comparative
cheap
easy
reliable
cheaper
easier
more reliable
Superlative
than
the
cheapest
easiest
most reliable
Comparative
We are cheaper than our competitors. We are also more reliable.
Transworld are the fastest freight forwarders. They are also the most expensive.
We are as flexible as our competitors.
Quantity
Uncountable nouns
+++ a little, some, a lot of
-------not much, any
???
How much?
Countable nouns
a few, some, a lot of
not many, any
How many?
We export a little rice and we import a few trucks.

We do not export any oil and we do not import any cars.
How much wheat do you export? How many buses do you import?
Present perfect tense

Present perfect
Past simple
We've made 100,000 widgets.

We haven't sold all of them yet.
Have you confirmed that order?
We made 10,000 widgets in April.

We didnt sell any last month.
When did you confirm it?
U se
We use the present perfect to talk about past actions w hen we are thinking
about the result now.
N .B . If we are talking about a definite tim e in the past (e.g. yesterday, last week, two
years ago) we use the past simple and n o t the present perfect.
The future
Present progressive
W ill
I'm flying to New York on Monday.

We're not staying at the Hilton.
Is your boss coming to the meeting?
Have you confirmed my flight yet? No, I haven't. I'll do it now.

I still have a lot of travellers' cheques. OK, I won't order any more.
U se
58
We use the present progressive to talk about future arrangements.

We use will for decisions and promises made at the time o f speaking.

Your translation
airport
cargo ship
container
courier
goods train/freight train*
lo rry/truck*
railway/railroad*
m otorw ay/highw ay*
port
tanker
....................................................................
....................................................................
....................................................................
....................................................................
...................................................................
...................................................................
...................................................................
...................................................................
...................................................................
...................................................................
adequate
excellent
fair
poor
unsatisfactory
terrible
...................................................................
...................................................................
...................................................................
...................................................................
...................................................................
....................................................................
flexible
reliable
environmentally friendly
...................................................................
...................................................................
...................................................................
arrange a m eeting
confirm a booking
accept an invitation
cancel an appointm ent
...................................................................
...................................................................
....................................................................
....................................................................
height
length
w idth
weight
....................................................................
....................................................................
....................................................................
....................................................................
M aking appointm ents

W h en w ould be convenient?
W hen w ould suit you?
Are you free on M onday ?
H ow about 10.00?
T hats fine.
T hat suits me.
Im afraid I cant make Wednesday.
Im sorry, I cant manage the morning.
....................................................................
...................................................................
....................................................................
....................................................................
....................................................................
....................................................................
....................................................................
....................................................................
C o rresp o n d en ce
Please could you send us a price list.
....................................................................
I am pleased to invite you ...
....................................................................
I am afraid that I will not be able to a tte n d ...........................................................................
I apologize for the delay.
....................................................................
Unfortunately there was a problem ...
....................................................................
Please accept my apologies.
....................................................................
You m ight also find it helpful to make lists o f the following vocabulary: industries
which are im portant for your country, types o f cargo, shapes, adjectives to describe
your companys products, and materials.
American English
AIMS
Discuss a com pany's image
Talk about d ifferent ways o f p rom oting a product
Discuss the advantages and disadvantages of various form s of prom otion
Relative pronouns
Marketing
who and which
11.1 Projecting an image

L ook at these tw o logos for the B ritish B roadcasting C o rp o ratio n (BBC)
W h ic h one do you prefer? W hy?
T hese logos are trade m arks o f the B ritish B roadcasting C orporation and are used
under licence.
Il () N o w listen to som eone from the B B C talking about th e tw o logos and
answ er these questions.
1
2
3
4
60
W hy did the BBC decide to change its logo?

W hat were the problems w ith the old logo?
W hat were the aims o f the new logo?
W hat has it cost the BBC to change the logo?
L ook at this com panys p rin te d and m arketing m aterial. W h a t are the different
b ran d ed items?
W h ic h o f these item s are used as p ro m o tio n al m aterials?
Study these ways o f defining objects.

who/that = people (not things)
which/that = things
A customer is someone who buys

something from a company.
An invoice is something which asks

for payment of goods or services.
C hoose an ending to m ake sentences about the item s on th e left like this:
A catalogue is something which lists items for sale and their prices.
1
2
3
4
5
6
7
catalogue
newsletter
supplier
letterhead
graphic designer
logo
printer
prints books and leaflets

is printed at the top o f w riting paper
is used on products and advertising material
gives news about a company
lists items for sale and their prices
designs logos, etc.
provides a company w ith goods or equipm ent
61
11.2 Choosing your media

Q
T h e re are m any different ways o f p ro m o tin g a p ro d u ct. H o w and w here are

these tw o products advertised?
R e a d this ex tract from an article on different ways o f p ro m o tin g goods and

services. P u t in th e c o rre c t term s.
Direct mail
Advertising
Merchandising
Special offers, discounts

and free offer and sample
coupons are all examples
o f .................................... (1)
They can persuade
consumers to try a
product for the first time,
to change from a
competitive product or to
increase the size of a
purchase.
.................................................. (2)
consists of giving away or
selling useful objects, such
as sports bags or shopping
holdalls with your brand
name. You can also
associate a character,
personality or animal with
your products and
produce stickers, key
rings, pens or other
giveaway items to help
Consumer promotions
people connect this image

with your business.
m eeting or other forms of

advertising.
.................................... (3)
is promotional
comm unicating by post. It
is whatever the sender
wants it to be advertising, m arket
research or a thank you
letter to customers.
It is useful where a
product or service has a
limited custom er base
because it addresses
nam ed targets only. It can
be extremely costeffective. It is also flexible
in size, content and
timing. It is m ost effective
when it is linked with
other opportunities to
communicate. You can
follow it up by telephone,
A lth o u g h ................... (4)

is very expensive, it is an
economical way of getting
a message to a large
audience. If considering a
magazine, study its
circulation carefully. How
m any people does it go to?
Are they people who
m ight buy from you? W hat
other advertisers does the
magazine have? Local
radio and regional
television can be
affordable. However,
rem em ber they are best
suited to consum er goods
and not industrial or
business products, where
needs m ust be m ore
closely targeted.
N o w reread the article. A re these statem ents tru e (T) o r false (F)?
1
2
3
4
5
6
O ne o f the aims o f sales prom otions is to get customers to buy new products.
Special offers, discounts and free samples are all forms o f merchandising.
If you have only a small num ber o f customers, direct mail is ideal.
D irect
mail is a very expensive way o f prom oting a product or service.
R adio
and TV are
cost-effective means o f advertising.
R adio
and T V are
ideal for advertising industrial products.
L_J
CD
| J W o rk in groups. You w o rk for an in tern atio n al advertising agency and have to

prepare an advertising cam paign for these products in your country. First, th ink
ab o u t th e p o ten tial custom ers and w h ere th e p ro d u ct is sold. W h e re w ould you
advertise them ? W h y w o u ld you choose these m edia over others? W rite a short
re p o rt giving your suggestions, th e n com pare w ith o th e r learners.
63
11.5 Choosing a promotional product for your company
l l () You w o rk in the
M arketing D e p a rtm e n t o f
N ich e W ear, a clothing store
for y o u n g adults and children.
You have a rep u ta tio n for good
quality at a reasonable price
and are expanding rapidly.
FK D M O TIO H A I' <^AMPAI6*N fO K . NW STOftP rom iional g if t s for:
No. o f
if e - r n i:
In six w eeks you are opening

a n o th e r store. Listen to this
m essage y o u r boss has left you
and m ake notes.
O fh & r:
L ook at this catalogue and choose products for th e p ro m o tio n al cam paign.
HnanMMjBia
ro u r company's name here

I
| Your com pany's name here
p io u r com pany's name here
T *
I | Your company's name here

| Your com pany's name here
1
| Your company's name here
T "-
Your company's
name here
I
Blue, yellow, green,

red, black, white
200 23p each
500 21p each
1000 19p each
Your company's
Blue, red, yellow,

white, black or
green
200 57p each
500 54p each
1000 52p each
100% cotton
Adjustable strap
Colour: white
100 1.79 each
250 1.74 each
500 1.69 each
Blue, black, white,

red or yellow
250 25p each
500 22p each
1000 19p each
I W
Your companys
nam e here
Your company's
name here
Your company's
nam e here
Your company's
name here
64
Bear or cat motifs In

blue, green, orange
100 49p each
250 45p each
1000 37p each
Assorted colours
and shapes
1000 12p each
5000 7p each
10000 5p each
Jp
220mm. White, blue,

red, green, yellow
500 64p each
1000 59p each
2500 54p each
Blue, yellow, green,

red, black, white
150 1.39 each
W m m . 250 1.34 each
500 1.24 each
Your
company's
name
here
N o w co m plete this ord er fo rm for th e products you have chosen.
Q u a n tity ................
Q u a n tity ................
Q u a n tity ................
Q u a n tity ................
Q u a n tity ................
P r o d u c t............................
P r o d u c t............................
P r o d u c t............................
P r o d u c t............................
P r o d u c t............................
Product
Product
Product
Product
Product
colour
colour
colour
colour
colour
P rint c o lo u r............................
Com pany n a m e ......................................... N am e of buyer
A d d re s s .........................................................................................
P o stc o d e ................................
Tel.....................................
Fax
T hese sentences can be used in the lette r to accom pany your order form . First
m atch th e beginnings and endings. T h e n draft a letter to accom pany your order
form .
Please confirm ...
We w ould like to ...
We enclose ...
We look forward to ...
...
...
...
...
receiving the goods.

you can deliver the goods w ithin ... days.
place an order for the following items.
your official order form.
65
AIMS
Statistics
Describe trends
Talk about cause and effect
Give reasons for changes in performance
Discuss training programmes
Make a short presentation
Adjectives and adverbs
Sequencing language
12.1 Describing performance

R e a d these extracts from V olvos annual re p o rt and m atch each one to a graph.
Sales of cars were 2 per cent lower than

last year. In Europe, sales increased by less
than 2 per cent to 197,000 cars. Market
shares were just under 2 per cent. In North
America, the number of cars sold remained
unchanged. In other markets, sales declined
slightly. The number of cars sold in Japan
fell 15 per cent to 8,600 units. Sales in
Southeast Asia increased to 10,700 units.
-v 0
Sales of trucks were down 9 per cent

compared with last years figures. Volvo
delivered a total of 48,130 trucks of which
5,100 were medium-heavy units and 43,000
were in the heavy class. In Europe, the
number of heavy trucks sold decreased by 21
per cent to 18,400 and the share of the total
market in Europe shrank slightly to 12 per
cent. In North America, sales followed the
upturn in the market and deliveries rose 25
per cent to 16,720. In other markets, sales of
trucks dropped by 4,020 to 8,180 units.
Sales of buses increased by 16 per cent

over the preceding year. Deliveries of buses
rose 20 per cent to a total of 5,580 vehicles.
In Europe, Volvo delivered a total of 2,360
buses. The market share fell slightly from 14
to 12 per cent. Volvo buses are not marketed
in North America. In other markets, the
number of buses sold climbed to 3,230, a
dramatic increase of 45 per cent.
A 60,000
5 ^7 5 9
50,000
40.000
30.000
Europe
20.000
North Amerjca
4 -n n
10.000
Other markets
Last year
This year
B 6,000
5,000
4.000
3.000
fi5fl
Europe
2.000
1,000
other markets
Last year
This year
309^300
301800
Last year
This year
C 400,000
300.000
200.000
Europe
100'000 m
rth America
a
North
Other markets
R e re a d th e texts. U n d erlin e all th e w ords and phrases w h ich describe an

upw ard (T) o r dow nw ard ( ) m ovem ent.
T hese verbs describe trends. P u t th em u n d e r the c o rrect heading like this:

to soar to drop to remain unchanged to decline to rise
to remain stable to climb to plunge to fall to increase
tt
't/i
to decrease
to jump
to Soar.......................................................................................................................................................
T hese w ords describe the degree o f change. G roup th em like this:

gradually
+
suddenly
slowly
steadily
++
slightly
dramatically
sharply
+++
sradvallii
T his table shows sales o f trucks aro u n d the

w orld. W rite som e sentences like this:
Sales in B razil fell slightly.
Last year
This year
1,070
950
470
470
Uruguay
50
470
Singapore
300
Sweden
360
290
Peru
150
220
Brazil
Iran
Study the difference b e tw e en adjectives and adverbs.

Adjectives
There was a
Adverbs
sharp
slight
increase
decrease
in sales.
Sales
increased
decreased
sharply.
slightly.
N o w rew rite th e sentences in B like this:

There was a slight fa ll in sales in Brazil.
Practise giving in fo rm atio n ab o u t th e sales o f com m ercial aircraft. L earner A

looks at File 29 on page 119 and L earner B looks at File 30 on page 123.
12.2 Cause and effect

Soft drinks are big business. W h a t do you th in k could m ake sales go up or
down?
1 I () Listen to five m anagers describing the sales o f Fizzo. C om plete the

ch art like this:
Area
Profit
Sales
United Kingdom
Reasons
Europe
Americas
Australia
Africa
N o w listen again. W h y did sales go up or dow n?
68
Study these ways o f giving reasons.

Sales
Profits
have
increased
risen
decreased
fallen
because of
due to
as a result of
our new soft drink,

our new factory,
a price increase,
the bad weather.
M atch the beg in n in g o f the sentence to an end.

1
2
3
4
5
6
Production is m ore efficient ...

D istribution is m ore efficient ...
C ustom er service has improved ...
Consum ers have greater access to our products ...
O u r market share has increased ...
450 employees have lost their jobs ...
a
b
c
d
e
f
...
...
...
...
...
...
the advertising campaign,

new packaging m ethods in the factory,
rationalization o f m anagem ent structures,
our new centralized warehouse,
new vending machines on all railway stations,
our new distribution centre.
T h e n w rite som e sentences like this:

Production is more efficient as a result o f new packaging methods in the factory.
Find o u t m ore ab o u t th e sales o f soft drinks in the A m ericas and the Pacific
R im . L earn er A looks at File 31 on page 116 and L earner B looks at File 32 on
page 121.
69
12.5 Presenting information

You w o rk for M area, a small insurance com pany. L ook at this ex tract from the
in-co m p an y training program m e. W h ic h courses w o u ld you be in terested in?
CONTENTS
1
Com puting
In tro d u c tio n to W in d o w s
3
4
W o r d p ro c e s s in g
S p re a d s h e e ts
D a ta b a s e
P resentations
Languages
-
English
French
S p a n is h
G e rm a n
O th e r
Telephone training
Personal developm ent
-
tim e m a n a g e m e n t
c o p in g w ith stress
e ffe c tiv e c o m m u n ic a tio n
Induction courses for new employees
I I () Listen to th e training m anager p resenting th e com panys n ew training

p ro g ram m e to e x te rn al trainers. N u m b e r these points in th e ord er in w hich
they are m entioned:
time o f change at Marea

I sales have increased
set up in-house training programme
] installation o f PCs
] identity areas for improvement
increasing com petition
I I took a hard look at the way we do things
Listen again. W h a t expressions does th e speaker use to structure the
presentation?
70
L o o k at these expressions. T hey are useful w h e n you have to present

in form ation.
Greetings
Welcome to Marea.
Introduction
I'm going to talk about our new training programme.
Beginning
I'll begin by looking at the present system.
Let's start by looking at our company's structure.
Moving on
If we move on to the cost of this, ...
Let's turn to the issue of resources.
Concluding
To finish, we can see t h a t ...
To conclude, I suggest we do the following ...
Practise presenting in form ation. L earn er A looks at File 33 on page 119 and
f i l W o rk in small groups. You are going th ro u g h your E-m ail w h e n you see this.
W h a t w ill you do?
As you know, Juan has j u s t been made a P r o je c t

M anager. In t h i s new p o s it io n he has to t a l k to b o th
s u p p lie r s and c u sto m e rs in E n g lis h and is f in d in g
t h i s v e ry d i f f i c u l t . In s ix w e e ks tim e , he has an
im p o rta n t m e e tin g w ith some Japanese s u p p lie r s . He
has asked f o r some language t r a i n i n g to h e lp him
p re p a re f o r t h i s . What do you s u ggest?
H ere are the alternatives. W h ic h is the m ost

flexible?
effective?
cost-effective?
Join an in-company extensive course (four hours per week after work).
Two-week course in an English-speaking country.
O ne-to-one course during work hours.
Train in the self-access centre.
W h a t do you th in k the project m anager should do? P resent your ideas to
a n o th e r group.
71
AIMS
Take part in a business negotiation
Write a letter chasing payment
Conditionals
First conditional
Tim e clauses
when and as soon as
13 Money
13.1 Negotiating the price
L o o k at these situations. H o w are they different? In w hich ones can you
negotiate th e price?
I l () In addition to price, there are o th er

m atters custom ers can n eg otiate w ith their
suppliers. Listen to this conversation and m ark
the things they negotiate.
quantity
delivery date
I I
discount
m ethod o f payment
other
ED
72
Study these ways o f m aking conditions.

First conditional
If
you're prepared to wait,

you take the rest,
I'll reduce the price if you
w ell reduce the price.
pay cash,
buy 1,000 pieces.
N o w practise this conversation w ith a p artner.
Reject it.
1
THE FAR SIDE
By G A R Y LA RSO N
1987 FarWorks, Inc. Used with permission. All Rights Reserved.
Practise negotiating.
L earner A looks at File 35
on page 117 and
L earner B looks at
File 36 on page 121.
OK. I'll go back and tell my people

that youre staying in the boat, but I warn
you the/re not going to like It.
73
Dean Vietor 1977 from The New Yorker Collection. All rights reserved.
13.2 Getting paid

D iscuss these questions
w ith a p artn er:
W h e n do you pay your
personal bills?
W h a t w ould h appen if
n o b o d y paid th eir bills
o n time?
I l @ Listen to this
e x tract from a radio
p ro g ram m e about
paym ent tim es and
com plete the m issing
figures.
C ountry
A greed
time
Sweden
Denmark
Average
time
48
30
Finland
UK
Italy
France
60
108
f c j R e a d this e x tract from a business m agazine and fill in th e correct headings.

a Collect your payment on time
b Set up a system
c Check your customers ability to pay
d Keep clear and accurate records

e Set out your terms o f trading
How to collect money on time

Follow these guidelines to make sure you get paid on time
...........( i )
- before you offer them credit. You m ay
also w ant to check them w ith other
businesses or ask for bank references.
M ake these checks at regular intervals.
............. (2 )
Be specific about w hen you expect
paym ent, for exam ple, 30 days from the
date o f the invoice. M ake sure your
custom er knows the term s before you
do any work.
............ (3 )
w hich enables you to issue invoices
prom ptly and show you w hen invoices
becom e overdue.
............ (4 )
Incorrect invoices or unclear records are
am ong the m ain reasons for delaying
paym ent. M ake sure you send invoices
punctually, to the right person at the
right address.
............ (5 )
- install a collections routine. K eep
records o f all correspondence and
conversations. Give priority to your
largest accounts, b u t chase the smaller
am ounts too. If a custom er prom ises
you a cheque and it doesnt arrive, chase
it straightaway. If regular chasing does
not produce results, consider stopping
fu rth er supplies to the custom er. If
paym ent is n o t obtained, ask a debt
collector or solicitor to collect the
m oney for you.
R e re a d the article and answ er these questions:

6 H ow can you check that your customers can pay you?
7 W hat are some o f the m ain reasons customers do not pay punctually?
8 W hat should you do if a custom er does not pay on time?
D o you agree w ith th e suggestions?
M atch a w ord or phrase in th e te x t w ith these definitions.

a
b
c
d
e
f
ability to buy now and pay later

immediately
late
not doing som ething until a later time
regular custom er o f a company
sending reminders to try to get payment
15.5 Chasing payment

R e a d this letter. W h y has it b een w ritten?
COTTON HOUSE
Hoo
F arm
E s ta te ,
K id d e rm in s te r,
W o rc e s te rs h ire
Redress
The High Street
Taunton
Somerset
3 May 199-
Dear M r Chezdoy
We regret to inform you that payment of the enclosed invoice is now
30 days overdue.
We look forw ard to receiving payment from you w ithout delay.
Yours sincerely
Tara Fafd
Tara Patel
Credit Controller
W h a t in fo rm atio n is m issing from this invoice? W h a t questions can you ask to

com plete it?
Invoice no.
: ..................................
Date
: ..................................
Customer no. : DO 4630
Item:
No:
Units:
Price:
Belts
9607-52
5072-52
15
25
25
27
Total:
375
675
1,050
Payment within 30 days
I I Listen to Tara Patel p h o n in g K u rt C hezdoy and com plete the m issing

in fo rm atio n in th e invoice above.
....
Study these ways o f m aking prom ises.

We'll send you a cheque
when
as soon as
we receive the goods.
H ere are som e reasons for n o t paying an invoice.

You s e n t th e in vo ice t o th e
P u rc h a s in g d e p a rtm e n t.
Were s t i ll w a itin g f o r a n o th e r 5 0
pieces. Well s e n d y o u a ch e q u e a s s o o n
a s we re ce ive th e r e s t o f th e
c o n s ig n m e n -------------------t.
^ The c o n s ig n m e n t w a s fa u lty . J
|
&
We o rd e re d 1 ,0 0 0 a n d
y o u b ille d u s f o r 1 ,5 0 0 .
w
Im a fr a id w ere
ra th e r s h o rt o f cash.
>
M atch th e reasons to th e prom ises below . T h e n m ake sentences like the

exam ple in the speech bubble in a.
1 ...... I find it.
2 ...... our cash flow situation improves.
3 ...... the Accounts departm ent gets the invoice.
4 ...... you send us a corrected invoice.
5 ...... we receive a replacement.
6 ..?... the rest o f the consignm ent arrives.
Practise chasing y our custom ers for paym ent! L earner A looks at File 37 on
page 119 and L earn er B looks at File 38 on page 124.
77
AIMS
Discuss different countries' attitudes to g ift giving
Make arrangem ents fo r a free day in a foreign city
Discuss foo d and its preparation
In direct/P olite questions

Could you tell m e where ... ?
Socializing
Gift-giving
Q
L ook at these gifts. A re they suitable for a business client in your country?
R e a d this article about gift giving, th en m atch each paragraph w ith one o f the
cultures below :
Latin America Q
The Arab world Q
They give generously. If they

give a lot, they expect to receive
as much. Gifts for the mind
such as a book or a magazine
subscription are usually
welcome, particularly if the
choice shows a knowledge of
their civilization. There are a
few things to avoid: alcohol is
out for Muslims; you should
also be careful about items
depicting animals as many
mean bad luck. Bringing food
or drink when you visit a home
can be insulting as it may
suggest that the recipient is not
a good host.
Japan Q]
They love giving and receiving

gifts. Don't buy expensive gifts.
Thoughtfulness is appreciated
and cost should be secondary.
If you're visiting from outside
the country, bring something
that is heavily taxed locally.
Small electrical appliances are
popular, so are scarves,
perfume, candy, flowers and
kitchen items. Avoid the colours
of Lent - black and purple and the unlucky number 13.
Personal relationships are very

important. At least half the
presents they give are expressions
o f good will. Gifts should be
wrapped. If an item is unwrapped,
the person may have to say they
like it even if they don't. (A
wrapped gift is usually opened
later.) Present the gift when the
recipient is alone, unless you have
something for everyone in the
room. Consumables and small
conversation pieces such as photo
books are usually welcome. Try to
know the recipient's preferences
because it's good to show you did
your homework.
N o w reread th e article and answ er these questions:

In w hich part o f the world:
1 is the num ber 13 unlucky?
2 are animals often unlucky?
3 do people like to receive books as a gift?
4 do people like to receive food and drink as a gift?
5 is it impolite to give food and drink as a gift?
6 is it impolite to give a gift in front o f other people?
I I () W h e n is a gift a bribe? Discuss these questions w ith a p artn er:

1 W hat is an acceptable value o f a gift from a business partner?
2 Should you tell colleagues about any gifts you receive?
3 W hat should you do if you dont want to accept the gift?
N o w listen to M aria Kelly, a business consultant, talking ab o u t gift-giving and
n o te dow n h e r answers. A re they th e same as yours?
Discuss these questions in small groups:

H ave you ever received a gift from your business partners?
W hen and what was it?
W h a t did you do with it?
W h a t g ift would you like to receive from your business partners?
W hat gift from your country would you take abroad?
H o w do you fe e l about receiving gifts from business clients?
i < r^ P )
14.2 Planning a free day

You and a colleague are in B udapest on business and have a free day before
you fly hom e. In pairs, lo o k at this city guide and find tw o things you w ould
b o th like to do.
budapeet at a glance
LOCATION
TRANSPORT
North/Central Hungary:
570 km Prague, 630 km Munich,
248 km Vienna
Tram, bus and metro cost 19

Hungarian florins for a daily ticket
available from metro stations.
FOREIGN EXCHANGE
TELEPHONING
Open Monday to Friday, 8.30 -1 2 .0 0.
Country code 36, Area code 1
ACCOMMODATION
AN HOUR TO SPARE?
Geliert
Tel +36 1 18 52 2000
Offers accommodation in a central location.
Take to the streets.Visit the citys best

preserved Turkish baths, Kiraly furdo.
Walk around the beautiful old city.
Hilton Hess Andras

Tel +36 1 17 51 000
Set in a breathtaking location in the old city.
EATING OUT
HUNGARIA Terez Korut
Beautiful turn-of-the-century caf
Gundel
One of the citys oldest and best eateries
SHOPPING
ENTERTAINMENT
Budapest offers a variety of cultural
activities. For opera fans there are the
splendid State Opera and the Erkel. For
classical music, try the Academy of Music
(Zeakademia) and the spectacular mid-19th
century Vigado concert hall.
Vaci Utca
Offers everything from exclusive
boutiques to market stalls.
Nagykorsi
Monday to Saturday 8.00-15.00 h.
A market with a wide range of goods at a
wide range of prices.
80
TRADE FAIRS AND EXHIBITIONS

Open air performances on Margaret Island
from June; Hungarian Grand Prix (at
Hungoring) in August. Arts Week in
September includes concerts, theatre, dance
and art exhibitions, continuing into October.
H ere are som e questions ab o u t B udapest. W h a t are the answers?
Do y o u kn ow w h a t tim e
N a g y k o rs i m a r k e t c lo s e s ?
C o u ld y o u t e ll m e
th e b e e t w a y t o
g e t a b o u t to w n ?
C o u ld y o u t e ll m e th e p h o n e
n u m b e r o f th e G e lle r t H o te l?
Do y o u kn ow when
t h e A r t s Week is ?
Could yo u te ll
me where I ca n
change m oney?
Study these ways o f asking p olite questions.
H ere are the answers to som e m ore questions. W h a t are th e questions?

1 36
2 17 51
3 In August.
4 Twelve o clock.
000 5 H U F 19.
6 M onday to Saturday,from eight o clock to three o clock.
Practise asking and answ ering these questions

w ith ap artn er. T h e n change
p artners and answ er th e same questions about a city you know.
W o rk in small groups. L ook at the headings in A again. M ake a similar guide

ab o u t the place y o u re learn in g English in.
81
14.3 Eating out

Discuss these questions w ith a partn er:
W hat time do you arrange a business lunch for?
H ow long does it last?
D o you discuss business during the meal? If so, when?
I_ I
Listen to a w om an talking about a business lu n ch she w en t to in Spain.
W hat tim e was the lunch?

H ow long did it last?
D id they discuss business during the meal?
82
L o o k at this m enu. W h a t w ould you like to eat?
ME N
PEPPERS BRASSERIE
Cream of spinach soup with smoked bacon and croutons
Fried camembert with a winter berry compote
Mixed salad
Roast pheasant with redcurrant and blackcurrant jelly

Grilled Scottish salmon with champagne hollandaise
Crespolini pancake with ratatouille, cream cheese and spinach
Puree of three root vegetables
Brussels sprouts with nut butter
Roast and boiled potatoes
Bitter-sweet chocolate cake with chocolate sauce and cream

Mature Stilton with oat biscuits
Coffee with chocolates
23.95 per person, inc. VAT

12.5 per cent service charge
For reservations please phone 600 1111
L ook at the m enu again. H o w m any different ways o f cooking food can you
find?
W h a t are som e specialities from y o u r reg io n or country? Explain th em to a

p artn er. You can use these expressions to help you:
... is a local speciality.
I ts made with ...
I t s served with ...
I t s quite spicy /m ild/rich.
I (dont) think y o u d like it.
Grammar C o rre c t th e m istakes in these sentences.

a
b
c
d
e
f
g
h
i
j
k
1
This is the catalogue w ho we send to all our new customers.

M r Saloman is the sales representative w hich is responsible for Malaysia.
There was a slightly decline in sales in Eastern Europe.
This was because the poor exchange rate.
In N o rth America, sales rose dramatic.
This large increase in sales was mainly due new products.
If youll take 30, w ell give you a 15 per cent discount.
I take 30 if you deliver before the end o f the m onth.
W ell give you another 3 per cent discount w hen you pay cash.
W ell w rite you a cheque if you send us the invoice.
Can you tell me w here is the nearest M etro station?
D o you know w hat tim e do the banks open?
What do you say? M atch th e fu n ctio n to th e actual w ords.

1
2
3
4
5
6
7
8
Give reasons for something.

Apologize.
Ask about prices.
Ask a guest about their food.
Structure a talk.
T hank som eone for a gift.
Accept a deal.
Describe food.
a
b
c
d
e
f
g
h
T hats fine.
T hank you very m uch. T hats lovely
H o w s the fish?
Its a result o f the poor summer,
Its quite spicy.
Im afraid w eve got cash flow problems at the m om ent,
W hat price do you have in mind?
First w ell look at last years sales.
N o w w rite a sh o rt dialogue using som e o f these phrases.
Vocabulary L ook at these categories. H o w m any w ords can you p u t in each

category?
Promotional items
Describing trends
Food flavours
j j ^ R eading W h a t do people in y o u r co u n try w ear to w ork? W h a t are office hours
in your country? W h a t are ban k in g hours in y o u r country? N o w read this

article and find o u t ab o u t business practice in M alaysia.
hirrK
hand resting lightly on your
right forearm.
Normal office hours are
9.00 to 17.00, while banking
hours are 10.00 to 15.00
Monday to Friday and 9.30 to
11.30 on Saturday. Most people
start work early and can most
easily be reached in the
morning.
In recognition of the Islamic
majority, whose day
of worship is Friday, many
people extend Friday lunchtime
(12.00-15.00) or leave work
early. Friday is not a good time
to travel or get someones full
attention.
Smart, light-weight clothing is

ideal for doing business. For
men, a tie and long-sleeved
shirt is usual for most work
encounters. A jacket is required
for top level meetings and 5star functions.
Although punctuality is
expected, Alalaysians will
understand if you are trapped
in a traffic jam on your way to
a meeting. Malaysians are
generally polite, considerate and
tolerant.
Carry plenty of business
cards. As a sign of respect,
present your card with both
hands, or with your left
R e re a d th e article and c o rre c t these statem ents.

1
2
3
4
5
6
M en should always wear a jacket and tie to work.

Its not im portant to be punctual.
You should present your business card w ith your right hand.
Office hours are from 10.00 to 15.00.
Banks are not open on Saturday.
T he best time to contact people is early afternoon.
1 ^ 1 ( ) Listening Listen to a conversation ab o u t tran sp o rt in K uala L um pur.

H o w m any different form s o f tran sp o rt do th e speakers m ention? W h ic h one
do they recom m end?
Listen again. T h e speakers talk about tran sp o rt costs in th e M alaysian currency,

R in g g its (R M ) and sen. W rite dow n the answers to th e follow ing:
1 Taxi from airport to dow ntow n
2 Surcharge for taxis from a hotel
3 Surcharge for taxis after m idnight
..............................................................
..............................................................
4 Minibuses
..............................................................
5 Car hire per day

6 Petrol per litre
..............................................................
..............................................................
Summary
Relative clauses
Who/that = people (not things)
A customer is someone who buys something from a company.
Which/that = things
An invoice is something which asks for payment of goods or services.
Adjectives and adverbs

In Europe, there was a sharp increase in sales.
In other markets, sales decreased slightly.
Cause and result

Sales have risen because of our new soft drink.
Profits have decreased due to price increases.
Sales have fallen as a result of the poor weather.
First conditional
If you take the rest, we'll reduce the price.
If you don't take the rest, we won't reduce the price.
I'll give you a discount if you pay cash.

I won't give you a discount if you don't pay cash.
If, when, as soon as are usually followed by the present simple.

N.B. If: it's possible something will happen.
We'll give you a discount if you pay within seven days.
When: its certain something will happen
We'll send you a cheque when we receive the goods.
Polite questions
Questions with to be
What is the best way to the hotel?
Where is the market?
Do you know what the best way to the hotel is?

Could you tell me where the market is?
Questions with d o/doe s/did

When does the market close?
How much does a tram ticket cost?
86
Do you know what time the market closes?

Could you tell me how much a tram ticket costs?
U seful w o rd s an d expressions
Your translation
advertising
direct mail
.......................................................................
.......................................................................
dramatic
gradual
sharp
slight
sudden
steady
.......................................................................
.......................................................................
.......................................................................
.......................................................................
........................................................................
........................................................................
negotiate
quantity
delivery
m ethod o f payment
discount
........................................................................
........................................................................
........................................................................
........................................................................
........................................................................
invoice
overdue
rem inder
........................................................................
........................................................................
........................................................................
G iving a talk
W elcome to ...
Im going to talk about ...
Ill begin by ...
Lets start by looking at ...
Lets turn to ...
To finish, ...
To conclude, ...
........................................................................
........................................................................
........................................................................
........................................................................
........................................................................
........................................................................
........................................................................
Talking about food

... is a local speciality.
Its made w ith ...
Its served w ith ...
Its quite spicy/m ild/rich.
I (dont) think youd like it.
........................................................................
........................................................................
........................................................................
........................................................................
........................................................................
C orrespondence
We enclose our order form .
Please confirm delivery in six weeks.
We look forward to receiving the goods.
We would like to place an order.
........................................................................
........................................................................
........................................................................
........................................................................
You m ight also find it helpful to make lists o f the following vocabulary: promotional
items your company uses, ways to prom ote a product, verbs to describe an upward
m ovement, verbs to describe a downward movement, and your favourite food.
87
AIMS
Discuss a company's culture
Express probability
Give an opinion
Express preference
M o d al verbs
w ould/'m ight/w ouldn't
Business culture and ethics

16.1 Corporate culture
L o o k at this p h o to g rap h . W o u ld you like to w o rk here?
R e a d these texts ab o u t th ree different com panies. In w h ich com pany do:
a staff use first names?
b managers have their ow n car park?
c managers and workers wear the same clothes?
.............................................
..................................................
..................................................
d managers have their own dining room?
..................................................
e staff sit together in one office?

f workers get gold stars for good performance?
..................................................
..................................................
88
At the 600 group, a British-owned

manufacturer of lathes, managers
have their own dining room and
car park. It does not matter two
hoots, says Anthony Sweeten, the
Managing Director, that workers
and managers lunch and park
separately. Workers used to be
rewarded for 25 years service with
an invitation to lunch in the
executive dining room. But they
never accepted. This shows, says
M r Sweeten, that his employees are
not interested in integrating with
management. They find
management issues boring. They
dont want to be responsible for
too much. They want management
to manage.
Many workers at the 600 group
say that managers ask for their
ideas but do not listen to their
suggestions. So they have stopped
making them.
B osch is a German car-component At F irs t D irect everyone uses first

company with a factory in Wales.
names.
Workers talk enthusiastically
Staff organize themselves into
about the products they make. One teams; good performance means
worker says that in previous jobs he gold stars. Part of the First Direct
used to change out of work clothes
culture is that all staff, whether
as soon as his shift was over. Now
chief executive or chief
he enjoys walking through town in
receptionist, sit together; well, not
his Bosch overalls.
all at the same desk but almost. To
stress the one-level egalitarian
Bosch workers and managers
clock in and out together, wear the
structure, the bank is situated in a
same overalls, share all facilities.
one-level warehouse. Upstairs has
Workers are described as team
no meaning; there is no executive
members. There are few
floor or even washroom. The Chief
complaints from the shop floor that Executive Officer keeps a careful
managers ignore their suggestions.
eye on customer service: the staff
The problem at Bosch is dealing
all sit together, but Little Brother is
with the number of ideas. In place
certainly watching them. On his
of the division between the shop
way home, he does not relax; he
floor and the offices, divisions have
plays taped recordings on his car
opened on the shop floor itself.
cassette of his staff on the
Shifts compete to better each
telephone.
others output. Some shifts have
even been accused of holding up
uninteresting tasks to slow down
their competitors on later shifts.
W h ic h com panies w o u ld you like to w o rk for? W hy?
M atch a w ord in the te x t w ith these definitions:

600 group
a a m achine used to shape w ood or metal
b a canteen for senior employees
c the people w ho make and carry out
decisions in the company
Bosch
d past or form er
e w orking clothes
f to record the tim e you start and finish work
g assembly line workers in a factory
First D irect
h the workers or employees o f an organization
i an organization in w hich all people are equal
j a building to store raw materials or finished goods
Find o u t ab o u t a n o th e r le a rn e rs com pany. You can ask questions like these:

D o you use first names or surnames at work?
W here do the managers eat?
D o you get anything fo r 2 5 years service?
D o you work together in teams?

D o you all sit in one office?
Does management listen to the workers?
16.2 Everyday dilemmas

T hese people are jo b -h u n tin g . L o o k at w h a t they say. D o you agree w ith them ?
I m ig h t w o rk f o r a c o m p a n y ^
w ith a h is t o r y o f
e n v iro n m e n ta l a c c id e n ts .
I d e fin ite ly
w o u ld n t w o rk
fo r a com pany
w ith a b a d
s a f e t y re c o rd .
---------
Id w o rk f o r a c o m p a n y
t h a t m a k e s w eapons.
I p ro b a b ly w o u ld n t
w o rk f o r a c ig a r e t te
m a n u fa c tu re r.
L ook at these ways o f expressing probability.

100%
1
1would
I'd definitely
75%
I'd probably
4
50%
i
1might
Perhaps 1would
25%
1probably wouldn't
0%
1wouldn't
1definitely wouldnt
work for
an arms dealer,
a bank.
the government,
a political pressure group.
W h ic h com panies w o u ld you w o rk o r n o t w o rk for? A sk som e o th er learners.
90
D o this quiz.
W H A T
ARE
Y O U R
A colleague obtains a confidential

report from a competitor. It contains
inform ation im p o rtan t to yo u r sales
effort. Would you read it and use it?
D efinitely
Possibly
ED
EH
Probably
D efinitely n o t EH
Youve been w orking late and on

w eekends. Recently you had lunch
w ith an old friend and picked up the
tab. W hen the bill comes, w ould
you p u t it on y o u r next expense
account?
D efinitely
Possibly
EH
EH
Probably
D efinitely no t
You have to pick up your child from

school early even though you have an
im portant m eeting at work. This has
happened four tim es in the past m onth.
Would you tell your boss the tru th ?
D efinitely
Possibly
EH
EH
EH
EH
Probably
D efinitely not
EH
Do you th in k the follow ing are a serious problem (1), a

m inor problem (2) or n o t an ethical problem (3) at work?
1 2
Taking office supplies home

Copying com puter softw are for personal use
Making personal calls on the company phone
Calling in sick w hen you need a day off
Sharing company discounts w ith a friend
Padding expense accounts
C om pare y o u r answers to th e quiz w ith som e o th er learners.
UOU ! A ERE5H
S M P ttE N T l
o)
WHILE YOU WERE UP>

SOHEONE TOOK YOUR,
DESK .
OFFICE
5UPPL1E5
(jp *
'
91
16.5 A woman's place
L ook at these jo b categories. W h ic h category do secretary and nanny com e under?

a
b
c
d
e
f
g
clerical
governm ent administration and managerial
personal, catering and security services
production, transport and construction
professional and technical
sales workers and managers
agricultural
N o w th in k o f tw o jo b s for each category.
T his ch art shows th e percentage o f w o m en (as opposed to m en) w orking in

these jo b areas in th e E uropean U n ion. W h ic h jo b categories from A do you
th in k they refer to? M ark th em on the chart.
Womens share of jobs, European Union*, 1980s
10
20
30
40
50
60
70
80%
j?
N o w lo o k at File 41 on page 118 and see if you are right!
L ook at these statem ents. D o you th in k they are tru e (T) or false (F)?
a
b
c
d
e
f
T he num ber o f w om en in w ork has increased.

T he num ber o f m en in w ork has decreased.
M ost w om en w ith children do not go out to work.
It is difficult for w om en to find work.
M en and w om en usually do the same jobs.
T he num ber o f part-tim e jobs is increasing.
You
R adio
H @ N o w listen to this ex tract from a radio program m e and see

right.
92
I S L ook at these ways o f expressing an opinion.

100%
1
75%
I
50%
1
25%
I
0%
I'm sure ...

I'm certain ...
1expect...
It's likely ...
1m ig h t...
Perhaps...
1don't expect...
It's unlikely ...
I'm sure ...
I'm certain + not
W h a t do you think? C o m p lete these sentences so they express y our opinion.

In ten years time:
a ................................. m ost w om en will w ork part-tim e.
b .................................. m ore m en will w ork part-tim e.
c ................................. w om en will earn the same as men.
d ................................. there will be m ore w om en managers.
e ................................. the situation o f w om en at w ork will have changed greatly.
C om pare y o u r opinions w ith som e o th e r learners.
93
I l () Listen to tw o people talking ab o u t the above proposals for greening

their place o f w ork. Is the second speaker for (F) o r against (A) these
proposals?
Proposal
F /A
R eason
1
2
3
4
5
6
Listen again and m ake notes on the reasons th e second speaker gives.
Study these ways o f taking p a rt in a discussion.

Making recommendations
I (don't) think we should use refillable pens.
In my opinion we ought to use recycled paper.
I suggest cycling to work.
Asking for opinions
I th in k we s h o u ld w rite t o
c u s to m e r s on re c y c le d
p a p e r. W h a t d o y o u th in k ?
What do you think about driving to work?

How do you feel about this?
Agreeing and disagreeing
That's a good idea.
I agree with you.
I don't think that's a very good idea.
I'm afraid I don't agree.
W o rk w ith a p a rtn e r and practise

m aking recom m endations about the
topics in A like this.
T h a ts a g o o d idea.
I t w o u ld a ls o sa ve
a lo t o f m oney.
Im a fr a id I d o n t
a g re e . I t w o u ld be
b a d f o r o u r im age.
You are going to g reen your office or school. W o rk in small groups and decide
w h a t you are going to do.
17.2 Reporting
E vergreen, a cosm etics com pany, is going to launch a n ew b ath oil. R e a d these
m inutes from a recen t m eetin g held to discuss th e packaging o f the b ath oil.
W h a t do you th in k th e people actually said? For exam ple, Jam es: I th in k we
should use plastic bottles.
MINUTES OF MEETING
Present: James, Laura, Max, Nie, Olivia
1 Apologies for absence - Ali, Mary

2 The minutes of the last meeting were agreed on.
3 Packaging of
Block Musk bath oil
James recommended using plastic bottles because they are light, easy
to pack and easy to transport. Furthermore, they do not break.
Olivia suggested glass bottles would give the bath oil a more
upmarket image.
Max pointed out that glass is easier to recycle than plastic. James
wondered if customers would actually bring bottles back for refilling.
Laura pointed out that if we use glass we will need to find a new
supplier as our present supplier only deals in plastics. She agreed to
get quotes from different suppliers in time for the next meeting.
4 Any other business - none
The next meeting will be on 15 March at 10.00.
H () N o w listen to a recording m ade at th e m eeting. C om pare w h a t you

th in k the speakers said w ith th eir actual words.
^jjj^ L ook at these verbs. T hey are used to re p o rt w h a t people say.

Reporting statements
He
said
explained
pointed out
told him
that plastic bottles are easy to use.
Reporting suggestions
She
suggested
recommended
using glass bottles.
Reporting commands
She | told him | to get a quote from some suppliers.
M atch w h a t people said to how it is rep o rted .

1
2
3
4
5
6
W hy dont we use coloured glass?

C ould you find out the prices for blue and green glass?
I d o n t think thats a very good idea.You cant see w hats in the bottles.
W ould it be m ore expensive?
We could have different colours for different lines.
I think we should use glass.
a
b
c
d
e
f
She asked him to find out the prices for different colours,
H e recom m ended using glass,
H e w ondered if it w ould be m ore expensive,
She suggested using coloured glass.
She said we could have different colours for different lines,
H e disagreed.
E vergreen is also
th in k in g o f in troducing
a refill system for its
haircare products.
L earner A looks at
File 42 on page 122
and L earn er B looks at
File 43 o n page 120.
17.3 Cutting costs

You are a senior m anager at P hoenix, a small advertising com pany. Last year the
com pany overspent in th e follow ing areas. C an you th in k o f any ways o f cu tting
costs?
Item
Overspend
Marketing
Entertaining clients
Prom otional gifts
10,500
8,500
Overheads
Cleaning
Heating
8,500
20,000
Sales
Hotel accom m odation
Travel expenses
22,500
20,000
Staff benefits
Company car fo r managers
Ten year service bonus
OUR
CEO
15
A N N 0 U N C IN 6 A
T E N -P E R C E N T
5TA FF R E D U C TIO N
TO CUT EX .PE N 5E5.
Q U E S T IO N :
OUR, C E O
50,000
8,500
D I D N T
G E T P A ID
T W E N T Y n i L L IO N
D 0 L IA R 5 T H I 5 Y E A R
B U T R IS K Y
Q UESTION:
OBS DE5ERVE
D ID N 'T YOU
HIG H ER , PAY.
SAY W E W ERE
G ETTING C U T ?
| l Study these expressions used in discussions.

Starting
Let's start.
As you know, we're here to discuss...
Interrupting
Sorry, can I just say something?
Sorry to interrupt, b u t...
Dealing with interruptions
Can I just finish?
Just a m inute,...
Moving on
Can we move on to the next point?
Keeping to the point
Let's not get sidetracked.
Can we keep to the point?
Finishing
So, can we all agree th a t...
OK. To sum up so fa r ...
W o rk in groups. You are going to hold a m eetin g to find ways o f saving m oney
at P hoenix. L earn er A looks at File 44 on page 119 and L earn er B looks at File
45 on page 122. L earn er C looks at File 46 on page 124 and L earn er D looks
at File 47 o n page 116.
M ake sure you have a chair to lead the discussion and a secretary to take the
m inutes.
N o w w rite up the m inutes o f y our m eeting. W h e n you have finished, show

th em to an o th e r group.
99
AIMS
Describe a process
Describe a company's history
Modals
have to/ m ust/can I don 't have to/can't/m ustn't
Processes
Passive
past and present
18.1 Talking about regulations

Discuss these questions w ith a partner. U se th e w ords in the box below to help
you.
W hat hours do people w ork in your company?
D o all departments w ork the same hours?
W hat do you personally like or dislike about your
flexitime
core time
breaks
overtime
shifts
w orking hours?
free time
1 1@ Listen to R ita M arques talking about w orking

tim es at h er com pany to a colleague from an o th er
country. A re these statem ents tru e (T) o r false (F)?
Employees:
1 have to w ork 40 hours a week.
2 cant start w ork at 7 a.m.
3 dont have to clock off for coffee breaks.
4 must not do overtime.
5 can take three days a m onth o f free time.
6 d o n t have to w ork shifts.
Study these ways o f talking about obligation and possibility.

have to
work 140 hours a month.
must
We can start work at 7 a.m.
We
We don't have to clock off for coffee breaks.

We can't finish work before 4 p.m.
We mustn't smoke in the office.
Find o u t som ething ab o u t som e o th e r lea rn ers w orking hours. U se this table
to help you.
D o you have to:
Learner 1
Learner 2
Learner 3
Learner 4
start work before 8 a.m.?

work on Friday afternoons?
do a lot o f overtime?
work shifts?
take your holiday in summer?
??? (make a question o f your own)
W o rk in small groups. You w o rk for C anine C andies, a small com pany w hich
produces gift co n fectionery for dog-lovers. Your task is to draw up regulations
for w orkers in the p ro d u ctio n area. U se these ideas to help you:
Working hours
Holidays
Clothing
Safety
101
18.2 Describing a process
L o o k at this car. C an you nam e the various parts?

1
2
3
4
5
6
7
8
U nderbody
R oof
Front wing
Body
Engine
W heels
Gearbox
Headlights
-----
____________
This diagram shows the p ro d u ctio n process in a m o d e rn car plant. M atch each
te x t to th e rig h t p a rt o f the diagram .
The Economist
a Headlights are adjusted

before final inspection
and the car is driven
away
b D oors are removed to
prevent damage w hen the
glass and other parts are
fitted.
c T he top coats o f paint
are applied and baked on.
d Doors, front wings and
other parts are fitted
before inspection,
e Engine, gearbox, seats
and wheels are added.
D oors rejoin the same car
they were removed from,
f Parts are delivered.
T he underbody and side
panels are assembled w ith
the aid o f robots,
g T he car body is dipped
in a protective undercoat
and then baked to harden
the paint,
h R o o f sections are added
and panels are welded
together by robot.
102
Study th e passive form .

The body is painted.
The side panels are assembled.
The doors are fitted.
The headlights are adjusted.
L ook at this carto o n o f a typical A m erican car. M ake som e sentences like this:
T h e gasoline is refined fro m Persian G u lf oil. U se th e w ords in the box to help
you.
to manufacture
to build
to make
to produce
to assemble
to refine
M ake notes on a process you know. T h e n explain it to a p artn er. U se these

w ords to help you.
First, ...
N e x t, ...
Then, ...
A fter that, ...
Finally, ...
103
18.3 Company history
1 1( j ) Listen to som eone giving a talk on the h istory o f H ershey, the

A m erican chocolate m anufacturer. Fill in the m issing dates.
The Hershey headquarters, 1905 1935

The Hershey headquarters, 1935 1968
1 Lancaster Caramel
Com pany founded
4 Village renam ed
5 Hersheys Kisses
2 Lancaster Caramel
Com pany sold
6 M r Goodbar
3 N ew H ersheys
factory com pleted
7 Listed on N ew York
Stock Exchange
A packaging label from the 1920s

Milton S. Hershey
The House D of Hershey

Chocolate Avenue, Hershey, Pennsylvania
ilia
104
Where Q uality is Paramount
Study th e past fo rm o f th e passive.

The Lancaster Caramel company was founded in 1886.
The new Hershey's chocolate factory was completed in 1905.
Hershey's Kisses were first manufactured in 1907.
N o w m ake som e sentences ab o u t th e histo ry o f H ershey. U se th e in fo rm atio n

in A and th e verbs in the box to help you.
introduce
manufacture
list
found
complete
rename
sell
L o o k at this fact sheet for H e rsh e y s K isses. U se th e facts to pro d u ce an

in fo rm atio n sheet for y o u r custom ers. You can start like this:
H ersheys Kisses chocolates, a little product w ith a big future, were first
introduced in 1907.
H e r s h e y s
K i s s e s
chocolates fact sheet
1907 to
August
August
1942 to
1907
1921
1921
1921
1949
1962
1990
1993
E Y
D A T E S
Hersheys Kisses chocolates first introduced.

Hersheys Kisses wrapped by hand.
Hersheys Kisses wrapping machines first used.
Flag added to Hersheys Kisses chocolates.
Production of Hersheys Kisses stopped due to
rationing of silver foil during World War II.

Hersheys Kisses packaged in colors other than
silver for the first time. Red, green and silver
produced for the Christmas season.
Hersheys Kisses with Almonds chocolates
launched nationally.
Hugs and Hugs with Almonds
launched nationally.
H e r s h e y s
K i s s e s
chocolates fact sheet
M ake notes o n the h istory o f a com pany you know : its founder, th e h istory o f
different products, buildings, etc. Take an o th e r lea rn er on a to u r o f this
com pany and tell th em som ething ab o u t it.
105
AIMS
Get information about hotels
Organize a conference
Give a brief presentation
Conferences
19.1 Finding a location
You w o rk for KEF, a com pany w hich

produces to p -o f-th e -ra n g e loudspeakers.
Part o f your jo b is to help arrange
the annual sales conference.
T his year it w ill be som ew here
in Sw itzerland. You expect
ab o u t 40 overseas
distributors to attend.
First, lo o k at th e To do
list and decide w hich
o rd er you should do
these things in.
GERMANY
Basel
Zurich
FRANCE
AUSTRIA
Lake
Lucerne
SWITZERLAND
Lake
Geneva
Arosa
# Montreux
Geneva
ITALY
FRANCE
I
To do
EH
I I
EH
EH
Arrange accom m odation for participants.

Prepare conference folders.
B ook venue.
D raw up conference schedule.
Send out invitations to participants.
EH
EH
EH
EH
Decide on social programme.

Set dates for conference.
Finalize conference schedule.
Find a suitable conference venue.
Send joining instructions to participants.
H ere are som e things you n e e d to know before you choose a venue for the
conference.
W here exactly is the venue?
W hat is the nearest airport? H ow long does it take to get there?
W hat kind o f accom m odation is available?
Are there restaurants nearby? W hat kind o f food do they offer?
Is there any kind o f entertainment?
W hat conference facilities are available?
O th er information?
N o w read these entries from a h o tel guide and find answers to the questions
above.
Arosa Kulm
Hotel
The Kulm is one of the oldest and best

established hotels in Arosa. A two-hour
drive or three-hour train journey away
from Zurich airport, it enjoys an
absolutely prime location at the end of
the village, overlooking the sunny
south side. During winter the funiculars
and skilifts carry you to the pistes, most
of which lead straight back to the Kulm.
The Weisshornbahn and Hornli Express
take you to the starting points of grand
hikes during the summer.
11
|1
The Kulm offers 44 single rooms,

92 double rooms, and 10 apartments,
all fully equipped to the highest
standards.
In-hotel dining facilities include the
hotel restaurant and a number of
speciality restaurants. There are also
several bars, including the popular
poolside bar.
The Arosa Kulm hotel is fully
equipped for conferences of up to 80
people. Details available on request.
Le Montreux
Palace
Beautifully situated on the shores of

Lake Geneva, the hotel is accessible
from Geneva's Cointrin airport by train
in 70 minutes or by taxi in 45 minutes.
The International Convention Centre in
Montreux is 3 minutes on foot.
This magnificent hotel features a
fully preserved Art Nouveau heritage
and offers 240 elegant rooms, two
restaurants, two bars and a casino for
its demanding clientele. Medieval
candlelit dinners can be arranged at
the Oron Castle, which is operated by

the hotel.
As the most prestigious and
traditional hotel in the Lake Geneva
area, Le Montreux Palace can handle
any event, from a meeting for 20 to a
congress for 1,400 persons. Twelve
meeting rooms are available for
congresses and conferences,
presentations, banquets, fashion shows
and exhibitions, including all the
technical equipment you need.
W h ic h h o tel w ould you prefer? W hy?
Find o u t m ore ab o u t conference facilities at Le M o n tre u x Palace. L earner A

looks at File 48 on page 121 and L earner B looks at File 49 on page 124.
U se these notes to w rite to

the A rosa K ulm H o te l
to request similar
in form ation.
Sale- c o n f e r e n c e :
J u n e 1 Jvhj
1 M e e t i n g , room f o r
peo p le
( n e e d e x c e l l e n t acovf'ic, to
d e m o n s t r a t e n e tv p r o d v o t )
O t t P , flip c h a r t, v \d e o
Koom f o r 4 <9 people, p r e fe r a b ly

'm ole
P r ic e ?
19.2 Organizing the conference

O
You have arranged a venue for th e annual sales conference. You m ust n o w draw
up a schedule for the three days. You should include these things:
Discussion o f last years sales results (one m orning or afternoon)

Medieval dinner at O ron Castle (one evening)
Presentation o f new range (one m orning or afternoon)
H iking in Alps (one m orning or afternoon)
W elcome by company Chair (30 minutes)
Discussion o f new prom otion campaign (one m orning or afternoon)
W h a t o th e r item s m ight be on a conference schedule?

29 June
30 June
1 July
Coffee
Coffee
Coffee
Lunch
Lunch
Lunch
Coffee
Coffee
Coffee
Dinner
Dinner
Dinner
9 .0 0
11.00
11.30
13.00
14.00
16.00
16.30
18.30
108
A dd the p u n c tu a tio n to this lette r inviting one o f your distributors to the

conference.
KEF A u d i o
M A I D S T O N E
KENT
M E 15
6 Q P
Tel: ( 0 1 6 2 2 ) 6 7 2 2 6 1
Fax: ( 0 1 6 2 2 ) 7 5 0 6 5 3
yoshi watenabe
2-9-9 shinjuku, shinjuku-ku
toyko 160
japan
23 february 199dear yoshi

we would like to invite you to join us for the annual sales conference and launch of the
new KEF loudspeaker range at montreux Switzerland from 29 june to 1 july we
enclose brochures on our new range together with a conference programme please let
us know if you wish to attend as soon as possible
best wishes
You have now sent o u t th e letters o f invitation. R e a d these E-m ails and decide
w h a t the problem s are.
I^*l () Youve asked several colleagues for in fo rm atio n to help you solve these
problem s. M atch the voice-m ail w ith th e E-m ail m essages above.
Message 1:
Message 2:
D raft E-m ails or send voice-m ail replies to th e people above.
19.3 Presenting your product

Your task is to prepare a p resen tatio n for th e Sales C onference. B efore you
start, discuss these questions in small groups.
Have you
W hat was
Have you
W hat was
ever attended a presentation?

good? W hat was not so good?
ever made a presentation?
the most difficult thing?
L ook at this bro ch u re for th e n ew range o f KEF loudspeakers. D o you think

they are attractive?
KEF: Quality and excellence since 1961 ...

In 1961 Raymond Cooke founded KEF in a hut at a metalworking
operation called Kent Engineering and Foundry (KEF). From these
small beginnings, KEF has grown to become one of the most
important designers and manufacturers of loudspeakers in the world.
Yet KEF today still operates out of its original site at Maidstone,
England.
From the beginning the company placed great emphasis on
engineering, producing unusual speakers that made full use of new
materials and technology. The company's first speaker, the K l, was an
immediate success, and the
huge sales of the next model,
the Celeste, ensured the long term future of the company.
In 1967, as a result of
experiments with new
materials, KEF developed a new
range of loudspeaker parts.
These used a lightweight plastic
that was flexible and yet held
its shape. Many millions of
these units have been sold, and
some versions of this design are still in production today.
In 1973 KEF was the first speaker company to use computer
assisted design: this allowed engineers and designers to vastly
improve the sound quality of its products. In that same year, KEF
introduced the Reference Series of speakers, which was widely
praised. In 1975 three new series of speakers were designed, and the
company won more awards for excellence.
Combining the newest of materials and techniques with traditional
crafts skills has earned the company one of the finest reputations in
the industry. Over the years, KEF loudspeakers have been praised by
critics world-wide and also won numerous awards. With their life-like
sound, excellent performance and beautiful design, KEF loudspeakers
are more than high-fidelity. They are music.
The latest from the greatest:

The R D M Two loudspeaker
Engineered to deliver the clearest, most truthful sound, these
speakers use the latest technology to bring your music to life.
Attractive bookshelf size speakers that will enhance your home as
well as your listening.
Weight: 8.3 kg
Size (H x W x D): 330 x 234 x 250 mm
Individually crafted to the highest standards
The RDM Two speaker
R e a d th ro u g h the bro ch u re in detail and answ er these questions.

1
2
3
4
5
P P
W ho started the company?

Was the first speaker successful?
W hat did KEF start using in 1973?
W hat features make KEF so successful?
W hat dimensions are the new speakers?
W o rk in small groups. U sing the info rm atio n from the b rochure and your ow n
ideas, prepare a sh o rt p resen tatio n o n K E Fs n ew range o f loudspeakers. You
should cover th e follow ing points:
W elcome your audience

Introduce yourself
Give an overview o f the history o f the company and its first products
Describe this years new products, com paring them w ith earlier products
T hank your audience for coming.
You can start like this:
W elcom e t o K E F s a n n u a l s a le s
c o n fe re n c e . Im P auline a n d to d a y Im
g o in g t o t a lk a b o u t ...
A nd finish like this
T h an k y o u f o r co m in g . I hop e Ive s h o w n y o u
s o m e w a y s y o u c a n in c re a s e y o u r s a le s in
th e c o m in g y e a r a n d I lo o k fo rw a rd t o se eing
y o u a g a in a t n e x t y e a r s c o n fe re n c e .
! W o rk in small groups. Listen to o th er lea rn ers presentations
111
Grammar C o rrec t the m istakes in these sentences.

a
b
c
d
e
f
g
h
i
j
k
I had definitely not make personal calls from the office.

Probably I w ouldnt send personal letters by my E-mail.
I expect n ot that prices will go up next year.
M r Tanaka said m e that h es not satisfied w ith our present supplier.
H e suggested to look for a new one.
I told him I agree not w ith that.
H e asked me that I get some quotes.
M ost o f our output is export to Central Europe.
Some o f our models are also selled in the States.
This factory was com plete five years ago.
Last year over 200,000 cars produced here.
What do you say? M atch th e function to th e actual words.

1
2
3
4
5
6
7
8
Ask someone for their opinion.

Disagree w ith someone.
Say som ething is probable.
M ake a recom m endation.
Say som ething is not probable.
Deal w ith an interruption.
Say som ething is necessary.
Interrupt someone.
a
b
c
d
e
f
g
h
Im afraid I dont think thats a very good idea,

We have to find ways o f increasing sales,
I d o n t think we should do that,
Its unlikely that customers will want a m ore expensive model,
We m ight be able to produce it in different colours,
Sorry, can I just finish?
W hat do you think about that?
Vocabulary P ut these w ords into fo u r categories and th en give th em a heading.

OHP
body
first
engine
wing
then
add
A dd som e m ore w ords to each category.
assemble
finally
flipchart
fit
video
1 1() Listening T his ch art shows h o w cars are m ade in three different
continents. Listen and com plete the info rm atio n on Japan and Europe.
Three approaches to car m aking
USA
Japan
Perform ance
Productivity (hours per car)
Quality (defects per 100 cars)
25.1
82
Em ployees
Workforce in teams (per cent)
Suggestions (per employee per year)
N um ber o f job classifications
Training of new workers (hours)
17.3
0.4
67
46
A utom ation (percentage o f process automated)

Welding
Painting
Assembly
76
34
1
Europe
N o w answ er these questions.

W here are: the best trained workers? the lowest num ber o f different jobs?
the highest num ber o f teams?
Reading R e a d this article ab o u t total productive m aintenance in the Pirelli

factory in C arlisle and answ er these questions:
W hat does the factory make?
W hat award did it win?
H ow did it achieve this?
Japanese standards? No problem

Quality gurus laughed when
Pirellis tyre factory in Carlisle took
up the challenge of Total
Productive M aintenance (TPM) and
set itself a three-year target to win
Japans top industrial efficiency
award. Implementing the
programme was painful, but last
November the factory w on the
Japanese Institute of Plant
M aintenances TPM award. It is the
first in England to earn the
certification.
Carlisle is now a benchmark of

manufacturing excellence w ithin
the Pirelli empire and regularly
receives best practice visits from
other m ultinationals. It specializes
in high-performance tyres for
Jaguar and BMW as well as
supplying other m anufacturers. It
exports 5 5 per cent of its output.
TPM has had a significant effect
on the factorys manufacturing
culture. O utput has increased by
4 5 per cent, productivity by 2 0 per
cent and training tim e by 2 0 0 per

cent. A programme of preventive
m aintenance has drastically
reduced machinery breakdowns.
For the key machines, where failure
can result in production loss, the
breakdown rate is now only 4 per
cent of w hat it was.
The system of grouping workers
encourages worker-participation by
inviting ideas on how processes can
be improved. Some 6 ,0 0 0 - 8 .0 0 0
are p u t forward each year.
N o w reread the article and m atch a percentage to w h a t they refer to.

1
4 per cent
2 20 per cent
3 45 per cent
4 55 per cent
5 200 per cent
a increase in training time

b increase in output
c output for export
d increase in productivity
e present breakdown rate
Telegraph Group Lttd. London 1996
Summary
Expressing probability
Expressing opinions
Reporting what people say

Reporting statements
She said plastic bottles are easier to transport.
He pointed out they are more difficult to recycle.
She told us we will need a new supplier.
Reporting suggestions
He recommended using glass bottles.
Reporting commands
She asked him to get a quote from some suppliers.
Passive
Present si mple
It is
They are
(not) made in Korea.
*S ,
Are they
. -
,
made in Korea?
Yes, it is.
.. \ ,
No, they aren t.
The body i< painted in this factory,

The doors jre not fitted by robots,
Are the tyre s made in the USA? Yes, they are.
Past simpl e
It was
They were
(not) launched.
The compa ny was founded in 1897.

When was the factory built?
114
^ as
Were they
i
i ,,
launched?
Yes, it was.
.. \ ,
No, they weren t.

Your translation
definitely
probably
possibly
'
...........................
...........................
............................
office supplies
expense account
...........................
...........................
explain
point out
recom m end
suggest
w onder
...........................
...........................
........................
...........................
...........................
recycle a product
refill a bottle
overheads
...........................
...........................
...........................
m inutes o f a m eeting
apologies for absence
any other business
...........................
...........................
...........................
apply a coat o f paint

adjust the headlights
assemble the parts
remove the doors
fit the wings
weld the panels
...........................
...........................
...........................
............................
...........................
...........................
found a company
build a factory
introduce a product
m anufacture a product
...........................
...........................
...........................
...........................
M aking recom m endations

I (dont) think we should ...
In my opinion we ought to ...
I suggest verb+ing ...
...........................
...........................
...........................
A sking for opinions

W hat do you think about verb+ing ?
H ow do you feel about this?
...........................
...........................
A greeing
T hats a good idea.
I agree w ith you.
...........................
...........................
D isagreeing
I dont think thats a very good idea.
Im afraid I dont agree.
...........................
...........................
In te rru p tin g
Sorry to interrupt, but ...
............................
...........................
D ealing w ith in terru p tio n s

Can I just finish?
Just a m inute, ...
...........................
............................
115
Files
File 47
File 31
STAFF BENEFITS
Your task is to find ways of cutting staff benefits. This is the
situation at present:
Look at this chart showing sales of soft drinks in the Americas and
answer your partner's questions.
A ll m anagers have a c o m p a n y car: at th e m o m e n t th is is a

M ercedes.
B on u s fo r te n years' service: 2 m o n th s ' extra salary.
Results for Americas:

Country
Results
Reason
Canada
com petition
Mexico
launch of new lem onade
Latin America
new retillable packaging
Brazil
recession
A rgentina
new d istributor
File 39
You are Pierre Lecerf.
Today's date is 7 October. You will get a phone call about this
invoice.
Find out about sales of soft drinks in the Pacific Rim. You can ask
COTTON HOUSE
H oo
ar m
s t a t e
. K
id d e r m in s t e r
. Wo
r c e s t e r s h ir e
Pierre Lecerf
Rue de Livourne 16
1050 Brussels
BELGIUM
W h y d id sales in N e w Z e a la n d d e cre a se ?
Country
New Zealand
Invoice no.
: 4593
D ate
: 4 Septem ber 199C ustom er no. : 33202
Results
,
Reason
Japan
Indonesia
Item:
No:
Units:
Price:
Total:
Taiwan
Jeans
4065-72
30
69
2,070
Korea
2,070
Paym ent w ithin 30 days
We. orde.re.oi 10 o f e.acM, rnall, mcdt um and larcp.

The-tj e-nf all Small
File 27
Sell this product to your partner.
Use these phrases to help you.
This is o u r n e w .. .
It's m a d e o f . . .
File 11
You are Pat Barton.
You have now been in Sydney for one week and your business
partner, Chris James, is coming to join you. You have a free
weekend before you start a busy round of meetings on Monday.
Tell your partner about some of the things you have done and
seen and make suggestions for the weekend.
It's id e a l f o r ...
A n o th e r a d v a n ta g e i s ...
File 19
You are Mr/Ms Le Blanc.
File 35
Mon Ju n e 6
This is your diary for next

week. You want to see
Mr/Ms Schwarz on
Thursday to discuss
a new software program.
Phone him/her to
arrange a time.
You are a builder and are looking for a supplier of windows for
some offices you are building. This is what you want. When you
have finished, fill in what you get.
You want
Sat Ju n e 11
Delivery
In tw o weeks
W arranty
2 years
Price
$5,000
D iscount
10%
Credit period
60 days
You get
Sun Ju n e 1 2
When you have finished, write the appointment in your diary.

Then turn to File 21 on page 118.
File 1
Your colleague has just sent you this fax, but the copy is very poor.
Prepare questions to complete any missing information and check
the details you have are correct. You can start like this:
Hello. This is (your name). I'm calling about a form from Sharon
Willis. Can I just check the details with you?

You pay only 1.92 per issue instead of 2.40
Please write in BLOCK CAPITALS
Name Sharon W illis
Job title S o ftw a re . ...
Company name L-jvs 1nd ...
Address ro o h ls n d i,
S h ro p ih ...
Country U K
Tel. ( 0 1 J S 2 ) t o l l llo lo
Fax (>
- ;
677 1
195 2
I wish to pay by:

Cheque
E Credit card
Mastercard
American Express
H Visa
Account number
Valid until
5.99
Signature
File 25
Use your own name!
Nou are going on a business trip.
Phone First Direct to find out the following exchange rates against
pounds sterling:
Your partner will ask you about the following subscription form.
H o n g K ong D o llars
Japanese Yen
Thai Baht.
M alaysian Ringgits.
Name Paul t t a r r i i
\ob m \t Sale-S NAanags-K
Company name
A Irviera E > tite rp ris e i
Address fior+onw ood 2 1 ,
W e-M br'idap, S u r r e y
Country U K
Tel. ( 0 1 J J 2 ) 8 1 i DO?)
Fax ( 0 1 ^ 2 ) 8 1 b
-
395
I wish to pay by:

Cheque
QQ Credit card
Mastercard
E American Express
Visa
Account number
Valid until ? 7 -9 9
Signature
117
File 13
File 41
Read the fact sheet about Sydney, Australia. From the information
rate the facilities.
W om ens share of jobs, European Union*, 1980s

Personal, catering
and security services
FACT SHEET SY D N EY
Rating - excellent
satisfacto ry
Clerical
poor
Transport facilities:
S ales wurKers
and m anagers
Air
Sydney has an international airport which services a large

amount of passenger and cargo air traffic. The airport is
running at full capacity and the need for a new airport is
obvious. Delays and problems with air cargo are common.
Strikes by ground crew are also a problem.
Rating.....
Professional and technical
Agricultural
Government administration
and managerial
Production, transport
and construction
Rail
The railway network is quite extensive. However, there are
Excluding some
Italy minor problems with cargo handling facilities.
Rating
*
10
20
30
40
50
60
70 80'
Road
The highway system in Sydney is adequate for the transport
of goods by road. Constant expansion of the highway and
freeway system should result in Sydney having the road
network necessary to meet future needs.
Rating......
The Economist 5111 March 1994
File 7
Port
Sydney has one of the finest natural harbours in the world.
However, the cargo handling facilities are in need of
upgrading so that they can load and unload ships faster.
Rating......
Use your own name!

You are a colleague of Paul Taylor's. He's in a meeting at the
moment, so answer the phone and take any messages for him.
When you have finished, turn to File 10 on page 120.
Your partner has information on Singapore. Find out the good and
bad features of the transport facilities in Singapore and make
notes in the box.
File 17
Use your own name!
You are Mr King's Personal Assistant at Omega Electronics. Mr
McQueen is coming to visit your company next Friday. Phone his
assistant and give him/her details of what you have planned.
Singapore
Rating
Air
Rail
Mr McQueen's Trip to Omega Electronics

10.00
Meet Production Manager
11.30
Meet Sales Manager
13.00
Lunch at Little Chef

Restaurant with Sales Manager
15.00
Tour of factory
Road
Sea
File 21
You are Mr/Ms Le Blanc.
Find out how Mr McQueen is planning to get to your company. If

he is coming by train, offer to send a car to the station to meet
him.
You can start like this:
This is . . . . I'm calling to discuss Mr McQueen's visit next week.
118
You will receive a call from Mr/Ms Schwarz. Write any

appointments you make in your diary on page 117.
File 29
File 33
This graph shows sales of the Airbus, 1990-1996. Use the

information on the graph to complete the text. Then read it to
your partner so they can draw the line on their graph.
You work in the Personnel Department at Ahead Corporation.

Your boss has asked you to give a short presentation about the
staff's needs for computer training.
500
Airbu s
400
This chart shows the number of people who attended courses last
year, the number of people attending courses now and the
number of people who will need courses in the future. Use it to
help prepare your talk.
300
Last
year
Now
Next
year
20
60
128
128
40
Spreadsheets
32
80
60
Database
16
32
32
Presentation
48
40
40
200
Basic com puter training
100
0
1986
87
89
90
91
92
93
94
95
96
The Economist
In 1990 sales o f A irb u s je t s ...................................t o ..........................
W ord processing
The fo llo w in g ye a r t h e y ...................................and in 1992 th e y

...........................................................1993 w as a .........................................
year. S a le s ............................................................A fte r th a t th e y
Listen to your partner talk about the company's needs for

language training. Mark the things they do.
.................................. and in 1995 t h e y .....................................................

Say w hat they're going to talk about.
Finally t h e y ........................................................ in 1996.
Introduce a topic.
Change the topic.
File 37
You are responsible for Credit Control at Cotton House.
Conclude.
Today's date is 7 October. Phone Josep Albiac and explain that you
are still waiting for payment of this invoice.
File 23
COTTON HOUSE
Hoo
a r m
s t a t e
, K
. Wo
r c e s t e r s h ir e
Use your own name!

You are going on a business trip to the USA. Phone First Direct to
order US$500 in travellers' cheques. You need them in 10 days'
time.
Josep M aria Albiac

C/M untaner, 87
08036 Barcelona
SPAIN

Invoice no.
: 2643
D ate
: 28 A pril 199C ustom er no. : 63101
Item:
No:
U nits:
Price:
Total:
Jacket
Shirt
W aistcoat
9606-52
8753-02
8513-82
20
20
20
159
99
79
3,810
1,980
1,850
7,640
File 44
MARKETING
Your task is to find ways of cutting marketing costs. This is the
situation at present:
C lients are o fte n taken o u t to m eals, in vite d to sports events, etc.

C lients receive p ro m o tio n a l gifts at N ew Year.
119
File 10
File 28
You are Leslie Aird from Celcius.
Sell this product to yo u r partner.
Phone Deborah Sauer at Gizmo Gadgets and tell her your flight
gets in Friday at 9.30. Your flight number is BA 007.
Use these phrases to help you.
This is our n e w ...

It's made o f ...
It's ideal f o r ...

Another advantage i s ...
File 43
Read this summary of a conversation. Then write what you think
the people said like this:
la u r a
: I think we should introduce a refill system.
Laura suggested in tro d u cin g a refill system fo r haircare products. Max

agreed, b u t p o in te d o u t th a t it could be d iffic u lt to set up. James
suggested p u ttin g a d e p osit on bottles to encourage peo ple to return
th e m to th e store. Laura disagreed because refills w o u ld be cheaper as
p eo ple d id n 't have to pay fo r th e bottle.
M ax suggested d o in g som e m arket research and asked Laura to set it up.
When you have finished, compare with Learner A.
File
File 4
Your colleague has just sent you this fax, but the copy is very poor.
Prepare questions to com plete any missing inform ation and check
the details you have are correct. You can start like this:
Hello. This is (your name). I'm calling about a form from Paul
Harris. Can 1just check the details with you?
Use your own name!

You work in the Sales Department of ABC Computing. It is your
job to deal with customer enquiries. Answer the phone and note
the caller's name and address and what information s/he wants.
SAVE 2 0 % O N T H E N E W S S T A N D P RICE
Name Paul h f a r r ii
Job title Sale-S M a n a g e r
Company name
A ...
Address 1t o r t ...
W c i it r . . .
Country U K
Tel. ( 0 1 J J 2 ) 3 1 1> O O }
Fax ( O l ^ ' i ) 8 1 b J J S
I wish to pay by:

Cheque
IB Credit card
Mastercard
IB American Express
Visa
Account number
File 20
You are Mr/Ms Schwarz.
You work for a company which develops computer software. You
will receive a call from Mr/Ms Le Blanc. Write any arrangements
you make in your diary.
Mon
June
Valid until C 7 - 9 9
Signature
Your partner w ill ask you about the I o llo w in g subscription form .
SAVE 2 0 % O N T H E NE.W S S T A N D P RICE
You pay only 1.92 per iss ue instead of 2.40
Name S ha ro n W illi?
job title S o ftw a re - e-ncine-er
Company name
In d v s tr it?
Address S ro o fc ja n d i, T e lfo rd
S h ro p s h ire
Country U K
Tel. ( 0 1 ^ 5 ~ 2 ) t o l l I b b
Fax ( 0 1 J 5 " 2 ) 6 7 7 1 5 ^
120
I wish to pay by:

Cheque
E Credit card
Mastercard
American Express
E Visa
Account number
Valid until O x) . c) c)
Signature
Ff
When you have

finished, write the
appointment in your
diary. Then turn to
File 22 on page 123.
June
10
P AY O F F
Son June 12
File 12
File 36
You are Chris James.
You are a supplier of windows. This is what you want. When you
have finished, fill in what you get.
You've just arrived in Sydney to join your business partner, Pat

Barton, who has already been there a week. You have a free
weekend before you start a busy round of meetings on Monday.
You want to see things, but you also need to recover from the
flight and relax a little.
File 32
Look at this chart showing sales of soft drinks in the Pacific Rim
and answer your partner's questions.
You want
D elivery
In six weeks
W arranty
6 m onths
Price
$10,000
D iscount
0%
C redit period
30 days
You get
Results for Pacific Rim:

Country
Results Reason
New Zealand
4-
competition + wet summer weather
Japan
4.
price increase
Indonesia
new factory
Taiwan
new distributor
M achinery
Korea
successful marketing campaign
Textiles
File 15
Think about how you can describe this chart.
What questions will you ask your partner about their diagram?
Exports C ountry A
Iron & metal

Chemical
Find out about the sales of soft drinks in the Americas. You can
ask questions like this:
M ineral & m ining

Agricultural
Others
Why did sales in Canada decrease?
Country
Results
Canada
Mexico
Latin America
Brazil
Argentina
Reason
File 26
You work for First Direct. Remember to be friendly and efficient.
File 48
Use your own name!
Phone Le Montreux Palace hotel to find out about their conference
facilities.
You need information on the following:
Meeting room for 40 people?
Lunch available? What?
Drinks available for breaks? What?
Prices?
You can answer the phone like this:

Good morning. How can I help you?
and finish like this:

Is there anything else I can help you with?
Country
Currency
Japan
Yen
160
Hong Kong
Dollar
11.40
Malaysia
Ringgit
3.73
Thailand
Baht
35.40
121
File 14
Read the fact sheet about Singapore. From the information rate
the facilities.
FACT SHEET SINGAPORE
Rating - excellent
satisfactory
poor
Transport facilities:
Air
Changi Airport in Singapore is one of the most modern
airports in the world. It handles a huge number of
passengers and a vast amount of freight each year and is
the main air hub of Asia.
Rating
Rail
The railway network is limited. However, the facilities are
adequate to satisfy the rail transportation needs of
business.
Rating .
Road
The road system in Singapore is adequate for the transport
of goods by road. As road transport is not a major
requirement of business this has not been given the same
emphasis as air and sea facilities.
Rating......
Port
Singapore has one of the busiest ports in the world with
up-to-date cargo handling facilities and an efficient
workforce. The government of Singapore realizes that
Singapore's location on one of the world's most used
seaways can be of great advantage if the facilities in port
are first class, and they are.
Rating
Your partner has information on Sydney. Find out the good and
bad features of the transport facilities in Sydney and write the
main points in the box.
Sydney
Air
Rail
Road
Sea
File 45
SALES
sIo\it \asV vs \o Vm 'a'js
cxtnr cwiis wv"ine
This is the situation at present:
Sales representatives stay in top hotels.

Sales representatives usually travel first class.
122
eartmwiL
Rating
File 30
File 34
This graph shows sales of the Boeing, 1986-1996. Use the

information on the graph to complete the text. Then read it to
your partner so they can draw the line on their graph.
You work in the Personnel Department at LinguaCom.

Your boss has asked you to give a short presentation about the
staff's needs for language training.
500
Boeirig
400
This chart shows the number of people who attended courses Iasi
year, the number of people attending courses now and the
number of people who will need courses in the future. Use it to
help prepare your talk.
300
Last
year
Now
Next
year
English
64
128
136
French
24
24
Spanish
32
40
German
16
16
O ther
200
100
0
1986
87
88
89
91
92
93
94
95
96
The Economist
In 1990 sales o f B o e in g je t s ...................................t o ........................
Th e fo llo w in g ye a r t h e y ...................................a n d in 1992 th e y
........................................................... 1993 w as a .......................................
year. S a le s ........................................................... A fte r th a t th e y
Listen to your partner talk about needs for computer training.

Mark the things they do.
........................................ and in 1995 t h e y ............................................

F ina lly t h e y ........................................................ in 1996.
Say w hat they're going to talk about.

Introduce a topic.
File 40
Change th e topic.
You are responsible for Credit Control at Cotton House.
Conclude.
Today's date is 7 October. Phone Pierre Lecerf and explain that

you are still waiting for payment of this invoice.
File 22
COTTON HOUSE
H O O F A R M E S T A T E . K ID D E R M IN S T E R . W O R C E S T E R S H IR E
You are Mr/Ms Schwarz.

You have to go to Head Office on Thursday for an important
meeting. Phone Mr/Ms Le Blanc and rearrange the appointmenl
you made with him/her. (Use your diary from File 20 to help yo
Pierre Lecerf
Rue de Livourne 16
1050 Brussels
BELGIUM
Invoice no.
: 4593
D ate
: 4 Septem ber 199Custom er no. : 33202
File 8
Item:
No:
Units:
Price:
Total:
You are Michael/Michelle Wiltshire.
Jean s
4065-72
30
69
2,070
Phone Paul Taylor and ask him to bring the GMP file to the
meeting on Thursday.
2,070

123
File 38
File 24
You are Josep Maria Albiac.
You work for First Direct. Remember to be friendly and efficient.
Today's date is 7 October. You will get a phone call about this
invoice.
You can answer the phone like this:
and finish like this:
COTTON H O U SE
H oo F a r m
e s t a t e
. K
. W
Good morning. How can I help you?
Is there anything else I can help you with?
o r c e s t e r s h ir e
Josep M aria Albiac

C/M untaner, 87
08036 Barcelona
SPAIN
File 46
Invoice no.
: 2643
D ate
: 28 A pril 199Custom er no. : 63101
Item:
No:
Units:
Price:
Total:
Jacket
S hirt
W aistcoat
9606-52
8753-02
8513-82
20
20
20
159
99
79
3,810
1,980
1,850
OVERHEADS
Your task is to find ways of cutting overheads. This is the situation
at present:
Cleaners come in 7-9 p.m. every day.

Offices are heated to 20C all year round.
7,640
File 16
*
Paym ent w ithm 30 days
1 5 -9 x 2 0 = 5 1 8 0
^
2 0 = 1 5S O
Total = 6 7
Think about how you can describe this chart.

What questions will you ask your partner about their diagram?
Im p o rts C ountry A
M ineral & m ining

Chemical
Textiles
A gricultural
Iron & metal
Machinery
File 49
Use your own name!
You work for Le Montreux Palace hotel.
You will receive a phone call from someone enquiring about the
hotel's conference facilities. Use this information to answer their
questions.
Others
Exports C ountry A
Daily Conference Package

A ir-conditioned conference room.
Two coffee b re a k s w ith coffee, tea, ju ice an d
m in eral w ater.
3-course b u sin ess lunch.
File 3
This is your
business card.
ZIRCON
& i n v v i i
INSTRUMENTS
F lip c h a rt, pad s a n d pens.

All technical e q u ip m en t av ailable upon req u est.
D aily deleg ate ra te C H F 8 5 -
Paul/Paula Tullet
LE M O N T R E U X
124
PALACE
4000 Fitch Street

Mobile AL 33640
You want some information about the Vu-Tec range of filters.

Phone ABC Computing and ask them to send you a brochure.
When you have finished turn to File 6 on page 117.
Tapescripts
1.3 B
1.1 B
C o n v ersa tio n o n e
THOMAS:
WOMAN 1:
CHANG:
man
1:
WOMAN 1
MAN 1:
WOMAN 1:
MAN 1:
H ello. I d o n t th in k w e ve m et. M y nam es G ina

Lee.
A nd Im Paulo M endes. Pleased to m eet you, Ms
Lee.
W h ere are you from , M r M endes?
Brazil, R io de Janeiro, to be exact. I w o rk for Ark.
Perhaps y o u ve heard o f them ? Im a software
e ngineer there. A n d w h at about you? W h a t do you
do?
Im in hardw are developm ent w ith C or.
T h a ts interesting. Perhaps you can tell m e
som ething about ...
C o n v ersa tio n tw o
WOMAN 2:
MAN 2:
WOMAN 3 :
MAN 2:
WOMAN 3:
MAN 2:
W endy, do you kn o w D irk Dressier? D irk, this is

W endy Jam es from U n ite d Finance.
I d o n t th in k w eve m e t before. N ice to m eet you,
M s James.
H o w do you do? Please call m e W endy.
A n d Im D irk.
W h a t exactly do you do, Dirk?
I'm responsible for quality control. I ...
C o n v ersa tio n th re e
MAN 3:
WOMAN 4:
MAN 3:
WOMAN 4:
MAN 3:
WOMAN 4:
H ello M ikiko. N ice to see you again.

H i Oscar. H o w are you?
Fine thanks. A n d you?
O h , n o t to o bad. H o w are things in Sydney?
Pretty good. W ere quite busy at the m om ent. B ut
Ill tell you a bout that later. D id you have a good
flight?
W ell, w e w ere late taking off, b u t ...
THOMAS:
CHANG:
THOMAS:
CHANG:
THOMAS:
CHANG:
THOMAS:
CHANG:
THOMAS:
CHANG:
THOMAS:
CHANG:
THOMAS:
CHANG:
THOMAS:
CHANG:
THOMAS:
CHANG:
2.1 D
INTERVIEWER: W h ats the nam e o f y our company?
EMPLOYEE:
woman:
MAN:
WOMAN:
MAN:
woman:
man:
woman:
woman:
man:
T h e Atlas C o p co Group.
INTERVIEWER: W h at line o f business are you in?
1.2 B
MAN:
Pamela T hom as. G ood m orning.

G o o d m orning. T his is B renda C hang from Asia
Business Publications. Im calling about your
subscription for The Economist.
O h yes.
Im afraid y our fax isnt very clear, so Id just like t<
check som e o f the details.
O f course.
R ig h t. Y our first nam es Pamela, isnt it?
T h a ts right.
A nd you w ork for E xtratour, d o n t you?
Yes.
Now , I'm afraid I cant read your jo b title at all.
W h at do you do, M s Thom as?
Im an accountant.
R ig h t. A nd I cant read the nam e o f the street
either.
That's B ourke Street. T h a ts B -O -U -R -K -E .
A nd th a ts in M elbourne, isnt it?
Yes, th ats right.
O K . Now , you w ant to pay by M astercard, d o n t
you?
Yes.
C o u ld you give m e your account number?
Sure. Its 5412 0012 4567.
R ig h t then, I think th ats everything.You should
get your first copy in a couple o f weeks.
T hanks very m uch.
EMPLOYEE:
Are you M s Novak?

Yes, th a ts right.
Im B ru n o Soares, the Sales M anager. H o w do you
do?
H o w do you do? Its nice to finally m eet you to
p u t a face to a nam e.
Yes, it is, isnt it? N ow , com e this way and w ell go
up to m y office. Is this y our first trip to Porto?
Yes, it is. Ive b e en to L isbon a couple o f tim es
before, b u t this is the first tim e Ive b e en to Porto.
A nd w hat do you th in k o f it?
It seems like a nice place. D o you live in Porto
itself?
N o , I d o n t. I live to the n o rth . Its a bout tw enty
m inutes from here, depending o n the traffic. A nd
w h a t about yourself? W h ic h part o f the States are
you from?
T h e M idw est. From O m aha, N ebraska. H ave you
ever b e en there?
N o , I havent, unfortunately. H o w lo n g are you
staying in Porto?
U n til Friday. A n d th en Im heading n o rth . To
B elgium .
R ig h t, here w e are. N o w can I get you a drink
before w e start ...
W ere in the m in in g and industrial sectors.
INTERVIEWER: W h at goods o r services does your com pany
provide?
We m ake com pressors and other equipm ent for tl
m ining and construction industries.
INTERVIEWER: H o w m any employees does your com pany have?
EMPLOYEE:
O ver 21,000 w orld-w ide.
INTERVIEWER: W here are yo u r headquarters?
In Sw eden, in the capital, Stockholm .
EMPLOYEE:
INTERVIEWER: W here are your m ain markets?
Well, w e operate w orld-w ide, but our m ain m ark
EMPLOYEE:
is the E uropean U nion.
EMPLOYEE:
2.3 C
C all o n e
TONG:
REINER:
TONG:
REINER:
TONG:
REINER:
TONG:
REINER:
A B C C o m puting. G ood m orning.

O h , good m orning. T his is Paul R e in e r from AF(
Im interesteJ"in your I u-Tec filters.
Ill send you o u r brochure. C ould 1 have your na:
and address?
Sure. M y nam es Paul R einer. T h ats R -E -I-N -E R -E -I-N -E -R .
A nd m y address is A FC, 524 West Capitol Street
Little R o c k , Arkansas.
R ig h t. A nd the zip code?
72601.
125
REINER:
TONG:
72601. O K . Ill m ail you a brochure today, M r

R einer.
T hanks very m uch.
Y oure w elcom e.
C all tw o
tong
ANDERSEN:
ANDERSEN:
TONG:
ANDERSEN:
TONG:
ANDERSEN:
TONG:
ANDERSEN:
TONG:
A B C C o m p u tin g . G o o d m orning.
C o u ld you send m e som e in form ation ab o u t your
Vari-X filters?
Ill send you o u r brochure. C o u ld I have yo u r nam e
and address?
Sure. M y n a m e s E rica A ndersen. T h a ts A -N -D -E R -S -E -N .
A -N -D -E -R -S -E -N .
A nd m y address is T A Z Technologies. 24 O tis Street.
Sorry. C o u ld you please spell the nam e o f the street
for me?
Otis. T h ats O -T -I-S. San Francisco. California 94103.
94103. O K . Ill p u t a brochure and p rice lists in the
mail today, M s A ndersen.
T hanks very m uch.
Y oure w elcom e.
3.1 B
N o w today I ll start o ff by telling you a little about the structure
o f C o m ex Xpress. T h e head o f the com pany here in Glasgow is
the C E O o r C h ie f Executive O ffice, and th ats M r B atem an.
N ow , as you know, C o m ex Xpress is divided in to fo u r divisions:
P roduction, Finance, Sales and H u m a n R esources. T h e first
division here is p ro d u c tio n and that is headed by the Plant
M anager, T om M c E w an .T h e T echnicians, M aintenance Officers
and Q uality C ontrollers all rep o rt to him , as do the Packaging and
D ispatch Clerks.
T h e n e x t division is Finance and this dep artm en t is headed by
the C h ie f A cco u n tan t Joshua Goldfinger. T h e A ccounts Clerks
and C red it C ontrollers, w h o check that custom ers have settled
th eir invoices, re p o rt to him as does the Purchasing Officer.
T h e n w e com e o n to the M arketing division w hich is b o th sales
and m arketing. T h e head o f M arketing is M s Julie N icolson. S hes
responsible for the E x p o rt Clerks, the Sales R epresentatives w h o
are o n the road, and After-sales Clerks w h o deal w ith any
problem s that arise w ith o u r products.
Finally w e have the H u m a n R esources departm ent, headed by
Sheila B arrett. You m et the R e c ru itm e n t O fficer Fiona Lewis at
y our interview s. T h e n th ere s myself, the T rain in g O fficer and
finally the Pay C lerk Ian W eir so if you have any queries about
salaries and so o n you should go and see him ...
In te rv ie w th re e
W h a t do you do, Peter?
I w o rk in Technical Services. W e deal w ith
custom er problem s, er, provide custom ers w ith
spare parts, repair m achines that break dow n, that
kind o f thing.
INTERVIEWER: A nd w h at are you doing at the m om ent?
PETER:
Well, the com pany has ju st launched a new
m achine, so Im actually preparing for a trade fair.
in t e r v ie w e r :
peter:
In te rv ie w fo u r
W h at do you do, Uschi?
I w ork in M arketing. I answer custom ers questions
about o u r products. I also travel a lot, I give
product presentations to o u r custom ers.
INTERVIEWER: A n d w h at are you doin g at the m om ent?
USCHI:
Im ru n n in g a training course for the new sales
reps.
USCHl:
In te rv ie w five
Tell m e som ething a bout yo u r w ork, R olando.
I w o rk in the Purchasing D epartm ent. Im
responsible for buying everything the com pany
needs - from b all-point pens through to the raw
m aterials and com ponents w e n e ed to m ake our
products.
INTERVIEWER: A n d w h a t are you doing at the m om ent?
ROLANDO:
Well, people in A ccounts have asked for som e new
chairs, so Im lo oking for a supplier o f office
furniture.
in t e r v i e w e r :
ROLANDO:
In te rv ie w six
INTERVIEWER: W h a t do you do, Elke?
I w ork in EDP. Im in charge o f software

developm ent and m aintenance. I also ru n a hotline
for o u r employees i f they have problem s w ith their
com puters o r program s.
INTERVIEWER: A n d w hat are you doin g at the m om ent?
ELKE:
Im testing som e n ew software for o u r sales force.
ELKE:
3.3 A
C all o n e
RECEPTION:
CALLER 1:
RECEPTION:
CALLER 1:
3.2 B
Interview ' on e
RECEPTION:
INTERVIEWER: W h a t do you do, Frank?
I w ork in A ccounts, Im responsible for invoicing

o u r custom ers.
INTERVIEWER: A nd w h at are you doin g at the m om ent?
FRANK:
Im sending o u t rem inders to all o u r custom ers
w h o havent settled last years invoices yet.
FRANK:
CALLER 1:
RECEPTION:
CALLER 1:
RECEPTION:
G izm o Gadgets. G o o d m orning.

O h , good m orning. T his is H u g h Payne from H ead
O ffice speaking. C o u ld you p u t m e through to
Stephanie C rooke in A ccounts, please?
H o ld the line, please ... Im afraid the lines
engaged. W ould you like to leave a message?
Er, yes, please. C o u ld you ask h e r to send the list o f
last m o n th s paym ents to head office by Friday the
fo u rtee n th at the latest?
Last m o n th s figures to head office by Friday, the
fourteenth. W h o s calling, please?
H u g h Payne. T h a ts P -A -Y -N -E .
R ig h t, M r Payne, Ill give M s C rooke the message.
T hanks very m uch.
Y oure w elcom e.
Call two
Interview ' tw'o

INTERVIEWER: Tell m e som ething about y our w ork, Suzanne.
I w ork in H u m a n R esources. Im in charge o f

training, er th a ts b o th for n ew employees such as
school leavers and for employees w h o have already
been here a w hile. I find trainers, organize venues,
things like that.
INTERVIEWER: A nd w h at are you doin g at the m om ent?
SUZANNE:
R ig h t no w Im planning the training program m e
for next year.
RECEPTION:
CALLER 2:
SUZANNE:
126
RECEPTION:
CALLER 2:
RECEPTION:
G izm o Gadgets. G o o d m orning.

H ello. T his is Tanya C ordrey from EKS. Id like to
speak to Stephen Stern in Sales.
H o ld the line, please. ... I m afraid h e s in a
m eeting until 12. C an I take a message?
O h , yes. M m . C o u ld you ask him to call m e about
m y order, th ats order n u m b er 3754, either
som etim e today o r to m o rro w before nine?
O rd e r n u m b er 3754, today, o r to m o rro w before
nine. W h o s speaking please?
CALLER 2:
RECEPTION:
caller
2:
RECEPTION:
CALLER 2:
r e c e p t io n :
Tanya C ordrey from Sorry, could you spell that please?

Sure. T h a ts C -O - R - D -R -E -Y .
C -O - R -D -R -E - Y . A nd y our telephone num ber?
293 544.
R ig h t, M s Cordrey. Ill give him the message.
w om an:
Really? 1 didnt know there was any water around

here.
MAN:
W ell, th ere s a couple o f lakes nearby. B ut I prefer

to go away w eekend breaks. W h a t about yourself?
D o you do any sports?
W ell, I try and go jo g g in g a couple o f times a
WOMAN:
week. B ut Im not really interested in sports. 1 love

RECEPTION:
Y oure w elcom e.
3.3 B
r e c e p t io n :
caller:
r e c e p t io n :
caller:
RECEPTION:
CALLER:
RECEPTION:
CALLER:
RECEPTION:
G izm o Gadgets. G o o d m o rning.

H ello. T his is R o sie G runw ald from B it and Byte.
Id like to speak to M r B runner.
H o ld the line, please. ... H ello. Im afraid th ere s no
reply. W ould you like to leave yo u r nam e and
n um ber, and Ill get h im to call you back.
O h , th an k you. M y n am es R osie G runw ald. T h a ts
G -R -U -N -W -A -L -D . C o u ld you ask him to call
m e back about the co m p u ter w orkshop for the
m arketing departm ent? M y n u m b ers 665 433 and Sorry, w h a t was the num ber?
665 433.
Ill ju st repeat that. Call R o sie G runw ald o n 665
433 a bout the c o m p u te r w orkshop for the
m arketing departm ent.
T h a ts it. T hanks a lot.
Y oure w elcom e.
4.1 B
C o n v ersatio n o n e
CAREY:
HAWLEY:
CAREY:
HAWLEY:
W ould you like to have d in n er w ith m e tonight?

T h a ts very nice o f you, b u t Im afraid I m still a
little je t lagged from m y trip and I d like to m ake it
an early night.
Perhaps som e tim e later in the week?
Yes, that w ould be nice. T h an k you.
C o n v ersatio n tw o
CAREY:
HAWLEY:
CAREY:
HAWLEY:
W ere having a barbecue at m y place o n Wednesday.

W ould you like to com e?
Yes, that sounds great. I d love to. W h at time?
A round seven o clock. Er, w ould you like m e to
arrange for som eone to pick you up from yo u r
hotel?
T h a ts very nice o f you. T hanks a lot.
MAN:
WOMAN:
MAN:
WOMAN:
4.3 C
INTERVIEWER: Excuse m e. Im doin g som e m arket research. C an I
ask you a few questions?

Yes, o f course. G o ahead.
i n t e r v i e w e r : R ig h t. D o you travel for business?
WOMAN:
Yes, I do. O n average Id say I spend tw o o r three
days a w eek visiting custom ers.
in t e r v i e w e r : R ig h t ... regularly. N ow , do you ever w ork at
hom e?
WOMAN:
N o, I d o n t. Im so seldom at hom e, I d o n t w ant to
have to have to w ork there too!
INTERVIEWER: O K . N e x t question. D o you ever m ake
presentations?
WOMAN:
Yes, I do.
i n t e r v i e w e r : H o w often do you do that?
WOMAN:
Let m e see. Two o r three tim es a m o n th maybe.
Som e m o n th s its m ore, som e m onths its less.
INTERVIEWER: R ig h t. L ets say ... o ften . N ow , do you usually do
y our ow n typing?
WOMAN:
Im afraid so. I d o n t have anyone to do it for me.
i n t e r v i e w e r : O K . A n d do you use a c o m p u te r at w ork?
WOMAN:
Sure. Id be lost w ith o u t it!
INTERVIEWER: O K , Ill m ark that regularly. D o you ever buy
c o m p u te r magazines?
woman:
N o, I d o n t. N ever.
INTERVIEWER: R ig h t. A nd one last question ... could you ju st look
at this and tell m e w hich age bracket y o u re in ...
WOMAN:
C o n v ersatio n th re e
CAREY:
haw ley:
CAREY:
HAWLEY:
CAREY:
D o you have any plans for the weekend?

W ell, I th o u g h t I m ig h t do a little sightseeing, I
havent had tim e to see m u ch o f Sydney yet.
W ell, h o w a bout a h arb o u r cruise o n Saturday? You
get a fantastic view o f the city.
T h a t w ould be great. Id love that.
G ood. I ll get som e tickets.
CHRISTINE:
CHRISTINE:
4.2 C
WOMAN:
man:
woman:
man:
woman:
man:
WOMAN:
man:
Well, I th in k the m eetin g w ent well today.

Yes, it did. B u t its good to have a break from
business.
S o w h at do you do w h e n y o u re n o t w orking?
W ell, as I sit at a desk m ost o f the day, I like to try
and keep fit. I do q uite a lo t o f sport.
O h , yes. W h a t do you do?
I enjoy cycling. M o u n ta in biking actually.
I suppose its a good place to do it here.
Yes, it is. A nd Ive ju st taken up sailing.
gardening. O therw ise I prefer to relax. 1 love going

to the cinem a. A nd I m a real bookw orm .
Really. W h at k in d o f things do you like reading?
Well, theres n o thing that beats a really good murder!
You d o n t look the type for that!
O h , y o u d be surprised ...
CHRISTINE:
Ch r is t in e :
Ch r is t in e :
C hristine, y o u re n o t only a typical eighteen year

old, studying for y our A levels; y o u re also a very
successful businessw om an. H o w do you m anage to
com bine these tw o things? Perhaps you could tell
m e about a typical day?
Sure. W ell, I usually get up about five o clock. I try
to get to the office for seven and th en design
jew ellery for an h o u r and a h alf until its tim e to
dash o ff to school w h ic h starts at a quarter to nine.
A nd th en y o u re at school all day?
N o, n o t at all. W h e n the others go off for lunch, I
go back to the office for a nother h o u rs w ork.
W h a t tim e do you finish school?
H a lf past three.
W h a t do you do then?
Its back to the office until about nine. T his is w hen
people w h o m anufacture jew ellery for m e brin g it
in for distribution I also have to give them new
supplies - its quite chaotic!
S o w h e n do you find tim e to study?
A fter that. I usually do about three h o u rs revision
before I go to b e d at m idnight.
W h at are you going to do w h e n you finish school?
127
I plan to do business studies at B irm ingham

University.
INTERVIEWER: D o you really n e ed to? I m ean, you already have a
lo t o f business experience.
CHRISTINE:
Er, I expect itll b e a little strange to learn the
th eo ry after having been involved in the practical
side since I was th irteen . B u t
INTERVIEWER: W h at do y our school friends th in k o f this?
CHRISTINE:
T h e y ve always th o u g h t I was a little different. T hey
w ere interested in music, I was interested in
business and politics.
INTERVIEWER: D o you have tim e for a social life?
CHRISTINE:
As I m ake and sell jew ellery, w h e n I do go o u t, I m
m ore interested in w hat people are w earing than
enjoying myself. I never tu rn off!
CHRISTINE:
6 .2 A
INTERVIEWER: H o w do you reco m m en d that y our clients send
their goods overseas?

W ell, th ere s n o sim ple answer to that, it depends
o n a n u m b er o f factors. For exam ple, if speed is
essential, w e recom m end air freight. Its faster than
any o th er m eans o f transportation.
INTERVIEWER: B u t th a ts very expensive, isnt it?
MAN:
Sure. B u t its b e tte r to pay m ore than to be late
delivering the goods. A n d in one way it isnt
expensive at all. Insurance for air freight is cheap,
m u ch cheaper than for sea freight.
INTERVIEWER: So do you ever reco m m en d shipping goods sea
freight?
man:
O h , yes. I f a client has large quantities o r very
heavy m achinery, its the only answer. B u t its m uch
slower. A n d p o rt fees and delays can m ake it ju st as
expensive as air freight.
i n t e r v i e w e r : W h a t a bout goods that are transported nationally?
D o you reco m m en d tru ck o r rail?
man:
W ell usually tru ck because you can deliver direct to
the custom er. Its advantage over rail is that it isnt
d ependent o n a set route, so its m u ch m ore
flexible. O n e p roblem w ith road transportation is
the p ollution factor and this is w here rail has a
definite advantage. R a il is also m ore econom ical in
the use o f labour. You can transport up to sixty
carloads o f goods w ith a small crew.
man:
SANCHEZ:
T his is B rian D avison speaking. Im afraid Im n o t

in m y office at the m o m en t, b u t i f you w ould like
to leave a message, I will re tu rn y our call as soon as
possible.
T his is M anuela Sanchez from R oyale E ngineering
in San Sebastian, Spain. I m calling about the
delivery conditions for o u r order for m achine spare
parts, er, th ats order n u m b er A 5490, er, w e
arranged delivery by ship from Southam pton to
Bilbao, b u t Im afraid that som ething has com e up
and w e n o w n e ed the consignm ent rather urgently.
W ould it be possible for you to send it air freight to
San Sebastian as soon as possible? O f course, w e
w ill pay any additional costs that arise. T h an k you
very m uch.
7.1 B
MEXICAN:
8.1 B
OLIVIA:
ASSISTANT:
OLIVIA:
ASSISTANT:
OLIVIA:
ASSISTANT:
6.3 B
DAVISON:
w orld outside the M iddle East. A nd so its a very

im p o rta n t industry for o u r country. In fact, its one
o f o u r m ain employers.
i n t e r v i e w e r : W h at ab o u t h i-te c h industries such as the
c o m p u te r industry?
MEXICAN:
Well, although w e still im p o rt m ost o f o u r needs in
this area, a n u m b er o f A m erican, Japanese and
Taiwanese h i-te ch com panies are n o w producing
their products in M exico. W e expect this sort o f
co operation to con tin u e and that M exican
com panies will soon start producing their ow n hitech eq u ip m en t to ex p o rt to o th er countries.
In o th er m anufacturing areas we are quite strong.
W e have a grow ing textile industry and a thriving
autom obile industry. Volkswagen, G eneral M otors
and Ford all have large plants here and w e expect
o th er foreign car m anufacturers to relocate too.
INTERVIEWER: W h at a bout the pharm aceutical and chem ical
industries?
MEXICAN:
W e rely o n im ports to cover o u r needs in this area.
INTERVIEWER: A n d o th er industries?
MEXICAN:
W ell, agriculture is im portant. W e produce a lo t o f
fruit and vegetables for the local and N o rth
A m erican m arket. A n d a n o th er developing industry
is tourism . W e have such beauty and diversity o f
countryside as well as history and culture that it is
easy to understand w hy M exico is one o f the m ost
popular tourist destinations in the w orld, and Im
very p roud to be p art o f such an im p o rtan t
industry ...
O u r m ain ex p o rt is petro leu m and petroleum

products. M any people d o n t kn o w this, b u t
M exico has one o f the largest oil reserves in the
128
OLIVIA:
ASSISTANT:
OLIVIA:
ASSISTANT:
ASSISTANT:
OLIVIA:
ASSISTANT:
L ets ju st go over the arrangem ents for m y trip to

Bombay.
Sure, h e re s y our schedule. Y oure flying at 9.55 on
M onday evening. T hat's B ritish Airways flight 139.
Er, you have to check in tw o hours before so Ive
arranged for a car to pick you up from the office at
6.30.
G ood. W h a t tim e does the flight get in to Bombay?
It gets in to B om bay at 11.15 p.m . T h a ts local tim e,
o f course. Er, Ive b o o k e d you a ro o m at the
O beroi. T h e y re sending a car to pick you up.
Fine. N o w w h e n am I seeing M r Shah?
Tuesday afternoon at two. By the way, M r
M ajundar is com in g to the m eeting as well.
T h a ts good news, w e w o n t have to arrange a
separate m eeting. A nd has the to u r o f the new plant
in B om bay and the m eetin g w ith the directors
b een arranged for W ednesday?
Yes, th ey ll pick you up in the m o rn in g at 9, and
plan to show you the plant, take you to lunch, and
re tu rn you to the h otel at a bout 5 p.m.
G ood. N ow , has m y visa arrived?
N o , n o t yet. Ill p h o n e the embassy and find o u t if
theyve sent it o ff yet.
T hanks. A n d could you ord er som e travellers
cheques?
Sure, Ill p h o n e the bank.
A nd w h e n am I flying back?
Im afraid the earliest flight I could get is T hursday
at 1.15 a.m ., everything else was b ooked u p .T h a ts
B ritish Airways again, flight 138.T h a t gets you back
into L ondon at 6.25 T hursday m o rning. Youve got
T hursday in L o n d o n for the Sales M eeting, b u t n o t
until 3 p.m ., th e n Friday m o rn in g y o u re leaving
for N e w York ...
8.2 C
JEFF:
a s s is t a n t :
JEFF:
ASSISTANT:
JEFF:
Ive ju st b e en o n the p h o n e to H Q . T h e y re having

problem s w ith th eir n ew software so I m going to
have to go do w n to O rlando next w eek.
D o you w ant to stay at the M arriot?
Yes.Youd b e tte r b o o k m e a ro o m for three nights.
From the 19th to the 21st.
R ig h t. T h e re s one slight problem . T h e m eeting
w ith M r W ong at O rio n is o n the 21st. S hould I
cancel it?
Yes. M aybe you can suggest a n e w date. O r no, tell
him Ill get in to u c h w ith h im w h e n I get back ...
Ian N o rm a n speaking.
H ello Ian, this is Kate. H o w are you?
Fine, fine. A nd yourself?
A bit stressed w ith the n ew catalogue at the
m o m en t. Its got to be at the printers by the e n d o f
the m o n th . Actually, th a ts the reason I'm ringing
you. C an w e fix a tim e to discuss it?
Sure. W h e n w ould be convenient?
Well, are you free next M onday?
Yes, as far as I know. Ill ju st check m y diary. Er,
w hat time?
Early m o rn in g w ould suit m e best. Shall w e say ten
o clock? In m y office?
Er, yes, th a ts fine.
R ig h t. T h e n I ll see you o n M onday at ten.
IAN:
KATE:
IAN:
KATE:
IAN:
KATE:
IAN:
KATE:
Call tw o
KATE:
SECRETARY:
KATE:
SECRETARY:
SECRETARY:
KATE:
SECRETARY:
DIRECT:
DIRECT:
MAN:
FIRST DIRECT:
MAN:
9.2 B
Call one
KATE:
f ir s t
MAN:
FIRST DIRECT:
8.3 A
IAN:
man:
SALES REP:
CUSTOMER:
SALES REP:
CUSTOMER:
K ate W illiams.
G o o d m o rn in g . T his is B rian M a tth e w s secretary.
M r M atthew s w ill be in B ristol o n M onday and
h e d like to see you to discuss the m arketing plan
for n e x t spring. C an w e fix a tim e?
Sure. W h e n w o u ld suit h im best?
W ell, h e s got quite a full schedule already. W ould
eleven o clock be O K ?
Ill ju st have a look. I ve actually got a m eeting
then. B u t I can try and change it.
T h a t w ould be a great help.
Ill get back to you in a m inute.
T hanks very m uch.
SALES REP:
CUSTOMER:
SALES REP:
CUSTOMER:
SALES REP:
CUSTOMER:
SALES REP:
T his is Ian N o rm a n speaking. Please leave a

message after the signal.
H ello, Ian. T his is Kate again. T h e reason Im calling
is that so m eth in g s com e up, I have to see B rian
M atthew s from H ead O ffice at eleven o n M onday.
C o u ld w e m ee t a little earlier, say nine fifteen?
C o u ld you give m e a rin g to confirm it? T hanks
very m uch.
IAN:
KATE:
First call
p r in t e r :
AUSTIN:
PRINTER:
9.1 C
PRINTER:
H ello, this is First D irect, h o w can I help you?

T his is A hm ed Aziz speaking. Er, Im interested in
opening an account w ith you, b u t I have a couple
o f questions.
DIRECT: W h a t exactly w ould you like to know, M r Aziz?
First o f all, i f I bank w ith you, h o w do I pay m oney
in to m y account?
DIRECT: W ell, as you probably know, First D irect is a part o f
f ir s t d i r e c t :
FIRST
MAN:
FIRST
R ig h t. N o w this range o f child rens furniture is

ideal from toddlers all the way through to
teenagers. As you know, a childs needs change
quite quickly in the first few years o f their life so
you need som ething th at is flexible. H ere you can
start o ff w ith one o r tw o basic item s and th en add
m ore as the child gets older, a w ardrobe, m ore
shelves, perhaps a desk once they start school.
N o w let m e start by show ing you the bed. W ould
you like to com e over here? N o w this is a standard
size single bed.
H o w lo n g is it? W e d o n t have a lo t o f space, so
every centim etre counts.
O utside m easurem ents are 204 centim etres by
101.5 centim etres.
U h u h .T h a t should fit. A nd ho w high is it? It looks
quite high.
172 cm. So you can have a play area u n derneath or,
if necessary, add a second bed. Its m ade o f solid
w o o d and com es in a natural w o o d finish as you
see it here. Its also available w ith turquoise and red
applications.
It looks very nice. H o w m u ch does it cost?
T h e basic bed as you see it here is $399.
I see. A n d w h at about delivery times?
A b o u t six weeks from date o f order.
D o w e have to pick it up?
N o, no, w e deliver anyw here w ith in M etro
T oronto, and ...
9.3 A
8.3 C
MAN:
the M idland Bank. T h at m eans you can pay into

y o u r First D irect account at any o f th eir branches.
I see. Er, do they charge m e for that?
N o, th ats free.
O K . R ig h t. T h e o th e r th in g I w anted to kn o w was
do you pay interest o n c u rre n t accounts?
Yes, w e do. As lo n g as y o u r account is in credit. T h e
interest is th en calculated daily, and w e add it to
yo u r account at the end o f each m onth.
U h uh.
Is there anything else y o u d like to know, M r Aziz?
N o , I th in k th a ts all fo r the tim e being. T h an k you.
Goodbye.
T h an k you for calling, M r Aziz. G oodbye.
AUSTIN:
P h o e n ix Printers. G o o d m orning.
T his is Jennifer A ustin from Leroy M otors. C ould 1
speak to Leo D ayton, please?
Im afraid h e s n o t in at the m om ent. C an I give
h im a message?
W ell, Im rin g in g about a rep rin t o f one o f our
brochures. I asked h im to do it six w eeks ago and
w ere still w aiting for them . If I rem em ber rightly, I
did say it was rather urgent.
Ill get him to call you back as soon as he com es in,
M s Austin.
T h an k you very m uch.
S eco n d call
AUSTIN:
DAYTON:
AUSTIN:
T his is Jennifer A ustin speaking.

Leo D ayton from P h o en ix Printers. I understand
th eres been a problem w ith an order.
T h a ts right. I asked you to do a rep rin t o f o u r A90
brochure som e tim e ago and we still d o n t have it.
129
DAYTON:
DAYTON:
AUSTIN:
DAYTON:
AUSTIN:
Yes. Ive ju st b e en try in g to find o u t w hat

happened. It seems som e urg en t w ork cam e in and
yo u r ord er got overlooked. Im really sorry.
I see. W ell, the problem is w e have an exhibition
com in g up at the b e g in n in g o f next m o n th and
w e ll w ant to have th em for then. H o w soon can .
you get th em done?
W ould the end o f the w eek be OK?
T h a t w ould be great.
R ig h t, then. Ill see that you get th em by Friday.
A nd Im really sorry about this.
D o n t worry.
9.3 D
M essage o n e
H ello. T his is A nne W illace. Er, w e had a m eeting yesterday
afternoon at three. D id you forget? Please give m e a call so w e can
arrange a n ew tim e. T h a n k you.
M essage tw o
Hello. This is M ax van derV alk from G am m a International in
H olland. W eve ju st accepted delivery o f a consignm ent o fA 4 5
m otors. U nfortunately, there w ere n o operating instructions
included. C o u ld you send us th em as soon as possible? T hanks.
M essage th ree
Hello. This is A rturo H ern an d ez from E nigm a E ngineering. I m
still w aiting for you to re tu rn m y call ab o u t the problem s w ere
having w ith the C 60 m otors. I th o u g h t you w ere going to ring
last w eek. Please call m e as soon as possible. Ill be in m y office
today until three.
10
INTERVIEWER: M r Shaw, you recently changed banks. C an you tell
SHAW:
INTERVIEWER:
SHAW':
INTERVIEWER:
SHAW:
INTERVIEWER:
SHAW:
INTERVIEWER:
SHAW':
us som ething about that?

Certainly.
H o w long w ere you w ith yo u r old bank?
Five years.
A nd w hy did you decide to change?
Well, Im self-em ployed, er, I w ork as a financial
adviser, and m y in co m e varies from m o n th to
m o n th . So I need an overdraft facility to cope w ith
this. A t m y old bank, the overdraft facility was
lim ited and then, w h e n I com pared the charges
w ith the rates o f m y n ew bank, I realized I was
paying far to o m uch. Er, I m ight have stayed w ith
my old bank, b u t th en a credit card was stolen. T he
m anager w h o handled the incident was unpleasant
and unsym pathetic. I th in k he forgot that I was the
custom er. A nd so I decided to change.
A re you satisfied w ith y our n ew bank?
So far, yes. I no w pay less for m y overdraft and so
far, Ive fo und m y n ew bank very helpful. Its also
very convenient for m e because there is a branch
close by and plenty o f cash points.
So you d o n t regret the move?
N o . A n d although it seems com plicated at first. Id
certainly reco m m en d sw itching banks i f y o u re n o t
happy w ith y o u r present one.
11.1 B
BBC:
You w eren t happy w ith it?

Basically no. T h ere w ere a n um ber o f problem s. For
exam ple, it d id n t w ork as an on-screen graphic.
Because it sat at an angle, it often appeared to
vibrate and the colours disappeared.Then, being
four-colour, it was expensive to use. And finally, we
felt the B B C had becom e visually fragmented over
the years. By that I m ean w e had too m a n y sub
logos w h ich w eakened the effect o f the m ain
brand. W ith the n e w logo, the B B C is m u c h
stronger and emphasizes the brand.
INTERVIEWER: So w hat were your m ain aims in changing the logo?
BBC:
T hey w ere tw ofold. First, to simplify the design of
the logo. Second, to use it as a unifying symbol
across all B B C departm ents and services.
INTERVIEWER: A nd do you th in k the n ew logo has been a success5
BBC:
Id say yes. As 1 said, w e w anted som ething that was
sim ple to use and this logo w orks well in all m edir
A n d I th in k the design m anages to reflect our core
values o f quality, accuracy and artisic excellence in
an increasingly international and competitive news
m arket. So yes, I think it has been a success.
INTERVIEWER: W h at about the costs?
BBC:
So far, its cost us about 1 .7 m illion. N ow that
m ay seem a lo t o f m oney, b u t in the long term it
will actually save us m oney because, for example,
w e w ill save o n p rin t costs by n o t having to use
four colours each tim e the logo is used.
BBC:
11.3 A
R ig h t. N ow , about this n ew store w e re opening. W eve decided
that o n the day it opens, each custom er w h o buys som ething in
the store will receive a prom otional gift. I th in k w e can expect a
g ood tu rn o u t on the first day. W ell be advertising in the local
press the w eek beforehand and o n billboards, and o n local radio.
W eve allocated a budget o f 2 ,5 0 0 for this prom otional opening,
and w h at I d like you to do is to find a suitable gift. O r, er, gifts, 1
d o n t think it necessarily has to be the same for everyone. I think
w e can expect a lo t o f young m others, and also a lo t o f teenagers
and I think you should aim for about 5,000 item s.
N o w the one th in g that is im p o rta n t is that the prom otional
item s should have o u r nam e em bossed o n them . If you have any
questions, Ill be back in the office at the begin n in g o f next week.
12.2 B
E x tra c t o n e
W eve had an excellent year in the U K w ith an increase in both
profits and sales over last year. I th in k w e can safely say this result is
due to o u r m id-year prom otional push, in w hich w e visited almost
7,000 custom er outlets in tw o weeks and displayed over 210,000
cases o f Fizzo.
E x tra c t tw o
Im afraid w e ve had a rather disappointing year in C ontinental
E urope. C o m p etitio n has been fierce and sales o f Fizzo have
declined. Er, this is n o t only a result o f the recession w e ve been
g oing through, b u t also o f the fall in the n u m b e r o f tourists in the
M ed iterranean countries and p o o r sum m er w eather. D espite all
this, w e have still m anaged to m ake a small profit.
E x tra c t th re e
T h e B ritish Broadcasting C o rp o ra tio n recently
changed its logo. C an you tell us why?
Well, w e w ere planning the launch o f a range o f
n ew channels and services at the tim e, so it was an
o p p o rtu n ity for us to th in k over the existing logo.
130
Fizzo has perform ed very well in N o rth A m erica and b o th sales

and profits are up again. T hese results are due to o u r Total Quality
M anagem ent program m e w hich has led to significant
im provem ents in product quality, custom er service and
productivity.
13.3 B
E x trac t fo u r
In A ustralia sales have fallen because o f the recession, com petition
and p o o r sum m er w eather. Investm ent in' n ew products m eans that
profits have fallen too, but wre expect next year's results to be better.
chezdoy
R edress, good m orning.

T his is Tara Patel from C o tto n H ouse in
K idderm inster. C o u ld I speak to M r Chezdoy,
please?
Speaking.
A h, hello, M r Chezdoy. I'm calling about an
outstanding invoice. Er, th ats invoice n um ber 523
705 from the 3rd April.
Just a m inute. I ll check o u r records. Sorry, w hat
was the invoice n u m b er again?
523 705.
A h, here it is. 523 705, the 3rd A pril. Yes, I
rem em ber. T h a t was an order for baseball caps and
belts. Total a m o u n t 1 ,0 5 0 . Er, theres a note
attached saying w ere still w aiting for the rest o f the
delivery. W eve only received the belts so far, the
baseball caps havent arrived yet.
O h , Im sorry. I d id n t realize the order was
incom plete. O u r n ew software autom atically prints
outstanding paym ents at the beginning o f the
m o n th .
D o n t w orry. B u t Ill send you a cheque as soon as
w e receive the goods.
G ood. Anyway, Im sorry again, M r Chezdoy.
T hanks for yo u r help. G oodbye.
PATEL:
E x trac t five
Sales and profits in A frica w ere up this year. T his was due to
im proved p ro d u c tio n facilities, along w ith launching Fizzo in new
bottles.
C H EZD O Y :
PATEL:
12.3 B
G o o d afternoon, ladies and gentlem en. W elcom e to M area. M y
n am es Jo h n Snow and Im the training m anager. Im going to talk
to you briefly about o u r n ew in-h o u se training program m e.
L ets start by lo oking backwards. As you know, the last few years
have b een a tim e o f change at M area. A lthough sales o f o u r
products have increased dramatically, so has the com petition.
Last year w e to o k a long hard lo o k at the way w e do things here
and w e talked to all o u r staff to try and identify areas for
im provem ents. O n e o f the results o f this has been the installation
o f PC s at nearly all workplaces. A second one has been the need
for staff training, and that is w hy w e have no w decided to set up
our ow n in-h o u se training program m e.
L ets m ove o n and have a look at this training program m e ...
PATEL:
CHEZDOY:
PATEL:
PATEL:
13.1 B
C U ST O M ER :
SUPPLIER:
C U ST O M ER :
SUPPLIER:
C U ST O M ER :
SUPPLIER:
C U ST O M ER :
SUPPLIER:
W h a t k ind o f p rice did you have in m ind?

T h e list p rice is $24,999.
T h at seems rather high for a good custom er. W ill
you give m e a discount if I pay cash?
I should th in k we can com e to som e k ind o f
agreem ent.
G ood. A nd w h at about delivery? W h e n can you
deliver the m achine?
W ell, w e ve got rather a backlog o f orders at the
m o m e n t. I should th in k itll take som ew here
b etw een fo u r and five m onths.
H m . I. was hop in g for three.
Well, th ats rather difficult at the m o m en t. B u t if
y o u re prepared to w ait, w e ll give you a reduction
in price ...
14.1 C
in t e r v ie w e r
KELLY:
in t e r v ie w e r
13.2 B
P R ESEN TER :
AND ERSO N:
Bad payers are m aking life m iserable for m any o f

B ritain s small businesses. As the recession and high
interest rates hit com pany finances, m any businesses
are trying to im prove th eir ow n cash flow by not
paying their suppliers. H e re s a re p o rt from Sim on
A nderson, o u r E conom ics correspondent.
A n ew survey o n overdue paym ents o u t this w eek
shows that the m ajority o f B ritish com panies are
n o t paid w ith in the standard 30-day credit period,
b u t an average o f 78 days later. Is this situation
un iq u e to B ritain? L ooking at the rest o f E urope,
the answer seems to be no. B u t it is only in France
and Italy that the situation is worse. Italians take an
average o f 90 days to settle their accounts; the
French a grand total o f 108. H ow ever, it is only fair
to add that in b o th France and Italy the agreed
credit p e rio d is 60 days com pared to o u r 30 days.
Travelling fu rth er n o rth , people seem to be
b e tte r at getting paid. Like us, the Scandinavians
have an agreed credit p e rio d o f 30 days; in b o th
Sw eden and D enm ark, the average p e rio d o f
paym ent is 48 days and in Finland 5 5 .T h ere are
several reasons for this. Firstly, there are ...
KELLY:
IN TER V IEW ER :
KELLY:
Its always nice to receive a gift from a business

partner, b u t w hat is acceptable? 1 m ean, w h en does
a gift stop bein g a gift and becom e a bribe?
Well, that depends largely o n the company. In
A m erica, w eve fo u n d that m any large corporations
have a very strict policy o n gifts. A t G eneral Mills
in M inneapolis, for exam ple, employees are not
allowed to accept any gifts o f m oney and any
present they receive cannot be w o rth m ore than
$25. M any o th er large com panies d o n t allow their
employees to accept gifts at all.
1 see. B ut w h at should you do if your com pany
does n o t have an official policy on accepting gifts?
Is it best to keep q uiet o r should you tell other
people a bout them ?
Well, if y o u re in doubt, I suggest discussing it w ith
a colleague o r supervisor and seeing w hat they feel
about it. You see, if its o u t in the open, no one can
accuse you later o f accepting a bribe.
U h uh. A nd w hat should you do if you d o n t w ant
to accept a gift from a business partner? I m ean,
you d o n t w ant to offend som eone by refusing their
gift. W h a t do you suggest here?
Well, one solution is to donate the gift to charity.
O bviously if you do som ething like this, its only
polite to w rite a note explaining w hat youve done
14.3 B
I rem em ber the first tim e I was in Spain o n business. I was at a
m eeting and it was going really well, the language was no problem ,
we were racing through the agenda and I was thinking this is great,
Ill be able to fly h o m e late ton ig h t w ith a deal in m y briefcase.
A nd th en m y stom ach started rum bling!
Well, I looked at m y w atch. It was one thirty. T hese people m ust
eat som ething soon, I tho u g h t. Two thirty. I was getting desperate.
Q u a rter to three. D o they really survive o n n o th in g b u t black
coffee and cigarettes, I asked myself.
H alt an h o u r later one o f m y business partners g o t up to p h o n e
and check that there was a table at his favourite B asque restaurant
ju st around the corner.
Finally, at three thirty, I had a small glass o f lager and som e olives
in front o f m e and a m en u in m y hand. We th en w e n t o n to have
this am azing th re e -h o u r lunch, d u rin g w h ic h w e co nclu ded o u r
deal, and I was actually able to get an earlier flight.
B u t I learnt m y lesson. N ow , w h e n I go to Spain, I m ake sure I
have a second breakfast around eleven so I can survive until m id
afternoon w ith o u t having to eat m y fingernails. A nd no w I know
w hy I can never reach m y business contacts betw een eleven and
twelve th ey re all o u t for a second breakfast!
MAN 2:
MAN 1:
MAN 2:
MAN 1:
MAN 2:
MAN 1:
MAN 2:
MAN 1:
MAN 2:
Y ouve b e en to Kuala L um pur, M ark. Tell m e,

w h a ts the best way in to to w n from the airport?
W ell, you can take a taxi o r go by bus. A taxill cost
you ab o u t 25 R inggits. A bus is cheaper at 7
R inggits. B u t th ey ll b o th get you there!
U h uh. A n d w h at a bout getting around dow ntow n?
I always take a taxi. T h ey re really cheap. M ost fares
w ith in the central d o w n to w n area are less than 5
R inggits, although you pay an extra R in g g it for a
taxi from a hotel, and an additional 50 p e r cent
b etw een m id n ig h t and 6 a.m.
D o you have to negotiate the fare, o r what?
N o t usually. Taxis are m etered. Just m ake sure the
m ete r is tu rn e d on! T h e only problem is d u rin g the
rush h o u r o r w h e n it rains. If you actually m anage
to find a taxi, the driver often refuses to go to a
congested area, b u t i f you offer tw ice o r three times
the going rate, h e ll usually change his m ind! T h e
way to avoid m essing around is to negotiate an
hourly rate to hire a taxi for 20 to 25 R inggits. By
the way, n o t all drivers speak g o o d English.
W h a ts public transport like?
N o t bad. Som e o f the city buses and m inibuses are
air-co n d itio n ed and quite respectable. A n d th ey re
very cheap. M inibuses cost 60 sen for any distance,
ordinary buses start at 20 sen and increase w ith
distance.
A n d car hire?
T h a ts n o problem . T h a t costs about 150 R in g g its a
day. A nd petrol is cheap. Last tim e I was there it was
ju st 1 R in g g it a litre. H ow ever, I personally d o n t
th in k its w o rth driving yourself, taxis are
inexpensive and parking is often difficult.
16.3 C
presen ter:
HOLMES:
HOLMES:
PRESENTER:
HOLMES:
PRESENTER:
HOLMES:
15
MAN 1:
PRESENTER:
17.1 B
man:
woman:
MAN:
MAN:
w om an:
man:
W om en have been the jo b m arkets big success

story in the past tw enty years. B u t as they have
fo und jobs, m en have lost them . T his w eek w e ask
w h e th e r w o m e n have driven m en from the
w orkplace. O v e r to M s H olm es.
In the past tw o decades, every c o u n try in the
O rganization for E conom ic C o o p eratio n and
132
D evelopm ent has seen a rise in the n u m b er o f

w o m en w h o en te r the w orkforce. A t the same
tim e, the n u m b er o f m en in w ork has fallen. T here
are tw o reasons for this. Firstly, younger m en have
stayed in education longer; secondly, older m en
have b e en taking earlier retirem ent. As a result, in
A m erica, for exam ple, 46 p e r cent o f the w orkforce
are n o w w om en. A n d i f things continue like this,
the typical w orker in som e ric h countries will be a
w om an by the 21st century.
W h y are m ore w o m e n going o u t to w ork
nowadays?
M ost o f the increase is a result o f the way m arried
w o m en arrange th eir lives; in the past, m ost w om en
stayed at h o m e to lo o k after their children; now
they re tu rn to w ork as soon as their youngest child
is at school o r often sooner.
B ut is it easier for w om en to find jobs than for men?
Yes, but this is because in all rich countries, m ost
w om en do ju st a handful o f jobs, th ey re secretaries,
shop assistants, cashiers, nurses, kitchen hands,
nannies and so on.
So w om en are n o t taking m e n s jobs.
N o , n o t at all. B u t w h at has h appened is that
w o m e n sjo b s have expanded w hile traditional
m alejo b s have b e en disappearing. For exam ple,
w o m e n are less likely th an m en to w o rk in
m anufacturing. So as m anufacturing jobs have
disappeared, its m ostly m en w h o have been throw n
o u t o f w ork. O n the o th e r hand, em ploym ent in
service industries has increased. A nd w om en have
benefited from this ...
man:
Im drafting som e proposals for greening the office

and Id like y our opinion, M aria. H ave you got a
m inute?
Yes, sure. G o ahead.
R ig h t, h e re s the first proposal. W e should w rite to
o u r custom ers o n recycled paper. W h a t are your
views o n that, M aria?
H m m . I m afraid I d o n t think th a ts a very good
idea. I m ean, I d o n t th in k o u r custom ers w ould
like that at all.
O K . N e x t one, then. W h at do you th in k about
using china cups instead o f plastic ones for the
drinks m achine?
Sorry, Im afraid I d o n t th in k th ats a very good
idea either. I m ean, w here are w e going to wash
them , w e havent got a kitchen, w e d have to get
one.
True. Well, try this one. W e should encourage the
staff to cycle to w ork. H o w do you feel a bout that?
O h dear, I m sorry to be so negative, b u t Im afraid
I d o n t th in k th a ts a very good idea either. Even if
people brin g their w ork clothes to the office,
th ere s now here for th em to show er o r change. A nd
you cant have people ru n n in g around the office in
jo g g in g suits all day. W h at w ould o u r visitors think?
H m m . O K . N ow , fo u rth proposal. I suggest
banning sm oking o n com pany premises. W h at do
you th in k about that?
Yeah, th ats m ore like it. I agree w ith you o n that. It
w ould actually be quite good for o u r im age being
in the health care business.
G ood, Im glad you agree o n som ething! N e x t one,
er, w e should start sorting the rubbish in the
WOM AN:
M AN:
W OM AN:
offices. You know, have separate bins for paper,

plastics and th at sort o f thing.
Yeah, th ats a good idea, too. W e could collect the
paper for recycling, er, as long as w e d o n t have to
w rite to custom ers o n it afterwards!
O K . N ow , last one. H o w do you feel about using
refillable pens instead o f biros in the office, M aria?
Yes, th ats a good idea. I agree w ith you on that,
too.
w om an
MAN:
WOMAN:
m an
17.2 B
WOMAN:
C H A IR :
JAMES:
CH A IR:
OLIVIA:
CH AIR:
max:
JAMES:
max:
JAMES:
CH AIR:
LAURA:
JAMES:
CHAIR
LAURA
CHAIR
R ig h t. L ets m ove o n to the n e x t poin t, er, th a ts the

packaging o f Black M usk. W ould you like to start,
James?
W ell, I th in k w e should stick to plastic bottles. Its
w orked well w ith all o u r o th er products. A n d the
advantages outw eigh the disadvantages. I m ean,
plastic bottles are light, th ey re easy to pack, th ey re
easy to transport. A n d w hat's really im portant,
th eres no problem w ith breakages.
O livia, w h at are y o u r views?
I'm afraid I d o n 't agree w ith you, Jam es.T his bath
oil is going to be m ore expensive th an others in
o u r range and I think its im p o rtan t to go for a
m ore upm arket image. 1 th in k w e should use glass.
R ig h t. W h a t do you think, Max?
I agree.
Sorry, w ith w ho?
W ith Olivia. W h a ts m ore, w e o u g h t to reconsider
the w hole question o f recycling. I f were going to
encourage custom ers to b rin g back their
containers, glass will be easier to clean than plastic.
B u t do you really think people w ill b rin g back
their containers for refills?
Laura?
C an I ju st say som ething? Has anyone th o u g h t
about the question o f suppliers? I m ean, if w e use
glass, w ell have to find a n ew supplier. O u r present
supplier doesnt do glass as far as I know.
G o o d point. So perhaps w e should stick to plastic.
Well, perhaps som eone could get som e quotes?
Yes, O K . I can do that.
R ig h t. So O K . N o w le ts m ove o n to the next
po in t ...
18.1 B
MAN:
WOMAN:
MAN:
WOMAN:
MAN:
w oman:
MAN:
WOMAN:
MAN:
So w h e n did you actually in troduce flexitime?

A bout a year ago.
A nd has it b een successful?
I think so. A fter a few teeth in g problem s. You know,
people forgetting to clock o ff w h e n they w ent
hom e and things like that.
So could you tell m e ho w your system works?
Well, everyone has to w o rk a certain n u m b er o f
hours a m o n th , at the m o m e n t its 140. W ith in
limits, w e can choose w h e n w e w ork, for exam ple
we can start as early as seven in the m o rn in g and
w ork as late as seven at night.
B ut you m ust have som e kind o f core tim e w h en
people have to be at th eir place o f w ork?
O therw ise th ere d be absolute chaos.
T h a ts right. O u r core tim e s b etw een nine and
twelve in the m o rn in g and tw o and fo u r in the
afternoon.
W h at happens a bout breaks? C offee breaks and
lu n ch breaks? D o you clock o ff for them ?
W ell, w e d o n t have to clock o ff for coffee breaks,

w e usually ju st go and get a coffee w h e n we need
it, b u t we do have to clock o ff fo r lunch.
A nd w h at about overtim e? I m ean, w h at happens if
som eone w orks m ore than 140 hours in a m onth?
Well, overtim es n o longer paid, b u t w e can take
free tim e instead, up to tw o days each m o n th . T h a ts
quite useful, really. For d o c to rs appointm ents and
things like that.
Have you in troduced flexitim e th ro u g h o u t the
company?
A t the m o m en t, its ju st in A dm inistration. In
P ro d u ctio n theyre still w orking tw o shifts a day,
b u t they are thin k in g o f in troducing som e fo rm o f
flexible w ork in g tim e. A flexible w eek or
som ething like that, b u t you should talk to the
P ro d u ctio n M anager about that. H e ll be able to
tell you m ore ab o u t it ...
18.3 A
G o o d m o rn in g everyone and w elcom e to Hershey!
I'm going to tell you som ething about the history of the
H ershey com pany before w e go o ff and find o u t ho w chocolate is
really m ade.
L ets start by going back over a hu n d red years in tim e. D id you
kn o w that chocolate was a real lu x u ry then? Som ething that only
rich people could afford to buy? So ho w com e w e all eat it today?
W e have M ilto n S. Hershey, the founder o f H ershey to thank for
that. H e had a dream . A n d his dream was to m ake g o o d chocolate
that d id n t cost a lo t o f money.
Now , one o f M r H ersheys first businesses was the Lancaster
C aram el Com pany. T his business was fo u n d ed in 1886 and was
very successful. B u t w h e n M r H ershey saw som e G erm an
chocolate m anufacturing m achinery at the W orlds C olum bian
E xposition in C hicago in 1893, he decided he w anted to m ake
chocolate himself.
In 1900, M r H ershey sold the Lancaster C aram el C om pany for
$1 m illion. H e used the m o n ey from this sale to build w hat is no w
the w orlds largest chocolate m anufacturing plant. T h e com pletion
o f the H ershey chocolate factory in 1905 m eant the mass
p ro d u c tio n o f chocolate could begin.
M r H ersheys chocolate business flourished and so did the
c om m unity around it. A bank, a dep artm en t store, a school and
even a zoo w ere built in rapid succession and in 1906 the village
o f D e rry C h u rch was renam ed H ershey after its founder, M ilto n S.
Hershey.
M any o f H ersheys m ajor products date back to these early
years. Hersheys Kisses, for exam ple, w ere first m anufactured in 1 9 0 7
and the M r Goodbar chocolate bar was in troduced in 1 9 2 5 . T h e n in
1 9 2 7 the H ershey C hocolate C om pany was renam ed the H ershey
C hocolate C o rp o ra tio n and listed on the N e w York Stock
Exchange for the first tim e ...
19.2 C
M essage o n e
This is Shena. Ive ju st got yo u r message asking about the catering
arrangem ents at the conference. Er, therell be a buffet m idday and
in the evening w ith a variety o f b o th m eat and n o n -m e a t dishes,
so I d o n 't th in k th ere ll be problem s for vegetarians.
M essage tw o
H ello. R o h in to n speaking. Im retu rn in g y o u r call about expenses
for the sales conference. Er, tell participants that we pay for hotel
accom m odation and transfers from the airport, b u t theyre
expected to pay for th eir flights. Actually, if you can get them to
let you k n o w w h e n th ey re arriving, you m ight be able to arrange
for som e o f th em to share taxis from the airport.
133
20
O ne
o w long does it take to p roduce a car in Japan?
A bout 1 6 .8 hours.
i n t e r v i e w e r : A n d w hat about quality?
H o w m any defects are
there p e r 100 cars?
m a n 1:
O n average, 60, although
w ere trying to reduce
this figure.
i n t e r v i e w e r : C o u ld you tell m e som ething about the way you
organize y o u r w orkforce?
M A N 1:
Team w ork is very im p o rtan t to us; w e try to do as
m u ch as possible in teams. A t present I d say about
70 p e r cent o f the w orkforce are organized into
teams. I th in k one o f the benefits o f this is that o u r
w orkers also m ake a lo t o f suggestions for
im provem ent. W e get an average o f 62 suggestions
p e r w orker p e r year.
IN TERV IEW ER: H o w m any different jo b classifications do you have
in the factory?
M AN 1:
Twelve.
IN TERV IEW ER: A nd w hat about training? H o w m u ch tim e do you
spend training n e w workers?
m a n 1:
Training is very im portant. We spend an average o f
ab o u t 380 hours training a n ew worker.
IN TERV IEW ER: W h at percentage o f the pro d u ctio n process is
autom ated?
m a n 1:
T h e w elding process is m ost fully autom ated. A bout
86 p e r cen t o f that is done by robots. Just over h alf
- c r 55 per cent, to be exact - o f the painting
process and ju st 2 p e r cen t o f the assembly process
is autom ated. Its still early days, b u t w ere hoping
to autom ate up to 50 p e r cen t o f the final assembly
process as, o n the one hand, its difficult for us to
find y o ung people w h o are prepared to w ork in
factories and, o n the o th e r hand, w e think
autom ation makes factories n icer places to w o rk in.
H ow ever, its n o t only the m ost labour-intensive
part o f the factory, b u t also the trickiest to
autom ate.
in t e r v ie w e r
: H
MAN 1:
Two
IN TERV IEW ER:
M AN
2:
IN TERV IEW ER:

M AN
2:
in t e r v ie w e r
M AN
2:
in t e r v ie w e r
M AN
2:
in t e r v ie w e r
man
2:
in t e r v ie w e r
M AN
2:
H o w long does it take to produce a car in E urope?

A t present, a n a v e r a g e o f 36.2 h o u r s .
A nd w h at about quality? H o w m any defects are
there per 100 cars?
W e reckon o n about 97.
C o u ld you tell m e som ething about the way you
organize y our w orkforce?
T eam w ork is n o t a big issue here in E urope. A t the
m om ent, only about 0.6 per cent o f the w orkforce
are organized in to teams. T his shows in that we
d o n t get m any suggestions for im provem ent from
o u r workers; it works o u t at som ething like 0.4 per
em ployee p e r year.
H o w m any different jo b classifications do you have
in the factory?
Fifteen.
A nd w hat about training? H o w m uch tim e do you
spend training n ew workers?
Q u ite a lot, on average it w orks o u t at 197 hours
p e r n ew employee.
W h at percentage o f the pro d u ctio n process is
autom ated?
A b o u t 77 p e r cen t o f the w elding process, 38 per
cent o f the painting and 3 p e r cent o f the assembly
process at the m om ent.
134

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Further Ahead

A communication skills course

Unit 4 Work and play 22

7.2 Talking about imports and exports

U n it 15 R ev isio n and con solid ation

16 B usiness culture and ethics

U nit 2 Talking about co m p a n ies 10

U nit 4 W ork and play 22

U n it 15 R evision and con solid ation

16 B usiness culture and eth ics

1.1 Meeting people

r ^ l () N o w listen to three conversations. M atch th em to th e c o rre c t picture,

Study these introductions and greetings.

Pleased to meet you.

Introducing someone else

Greeting someone you know

How are you?

Find o u t about o th er learners. U se this table to help you.

N o w in tro d u ce tw o o f these people to the rest o f the class like this:

1.2 Keeping the conversation going

A visitor is com ing to y our

I I Listen to B runo Soares talking to Ms N ovak, a visitor to his com pany

^ ^ Practise th e questions w ith a p artn er. U se y our ow n in fo rm atio n for the

L o o k at these questions. M atch th em to a picture.

W here are you staying?

1.3 Finding out about people

SAVE 20% ON THE NEWSSTAND PRICE

Iwish to pay by:

Account number ..........................................................................................

N o w try to com plete th e fo rm for Pam ela Thom as.

Tel. (61 3) 9672 6500

Study these ways o f checking inform ation.

N o w check info rm atio n ab o u t Sim on Tan like this:

2 You w ork for M c C a sh ,...................................................

Tel. (503) 767 1111

Practise checking info rm atio n about o th e r people. L earner A looks at File 1 on

Talking about companies

Past simple - statements and questions

2.1 Describing a company

|) N o w m atch these com pany profiles to th e com panies in A.

We are a space technology com pany th at

You are doing som e research o n this

W e are a R ussian-based brokerage and

The long-term goal of the Atlas Copco Group

... works fo r ... company.

2.2 Starting a business

R e a d this article. W h a t kind o f business is Servcorp?

Today Slater runs a

N o w c o rrect these statem ents.

Slater started her business in M elbourne.

M atch a w ord o r phrase in th e te x t w ith these definitions.

to start a new company

Study th e past sim ple tense.

called the company Servcorp.

VVhe-ii d id J o a n S ta fe -r .$+ up. h e r

2 In the centre o f Sydney .........................................................................................................

W o rk w ith a partner. O n e learn er takes the role o f Jo an Slater and th e o ther

2.3 Getting product information

2 May 21, 199-

3 D ear Sir or Madam:

I saw your advertisement in this m onths issue of

[1 N o w w rite a reply to X E lectronics in M exico.

l l () This is R ita Tong. She is a colleague o f yours at A B C C om puting.