Progress To Vantage SB

Students
Book
Developing Business English Skills at

Intermediate level
Louise Pile
Progress to
Vantage
Students Book
Students
Book
Progress to
Vantage
Developing Business English Skills at
Intermediate level
Bridging the gap

Progress to Vantage is a course book for business English students who are
between BEC Preliminary and BEC Vantage level. Its aim is to bridge the gap
between the two levels. The book is designed to be used by a range of business
English students at this level w hether or not they intend to take the BEC Vantage
examination itself.
Structure
Progress to Vantage consists of 12 double core units (i.e. 24 units). Each unit is
likely to take approximately 90 minutes of class time. In addition, the centre of
the book contains four Language Skills units and 16 gram m ar-based Focus units.
These can be used flexibly to complement the core material.
Each core unit contains one page of Consolidation exercises, and the Focus units
are also suitable for independent study. The Answer Key consists of complete
answers to the Consolidation exercises (including model answers for the writing
activities) and the Focus units. The book also contains comprehensive lists of
vocabulary and irregular verbs. Progress to Vantage comes with a free CD; the
tapescript to ah the listening activities can also be found at the back of the book.
Key features
W ork-related topics
The majority of core units begin with a focus on a w ork-related topic, e.g. Being
the boss. This Topic Focus unit provides vocabulary input and opportunities for
discussion based on generally authentic reading and listening texts.
G ra m m a r
The Topic Focus units lead into a Language Focus unit on the verb forms which
need to be m astered by interm ediate students. In addition, the Focus units in the
centre of the book enable students to clarify and consolidate their knowledge of
additional key gram m atical areas, e.g. articles, other determ iners, so/such and
relative clauses. This overt focus on accuracy aims to help students to develop the
language control they need to reach BEC Vantage level.
Business skills
Units 3, 6, 9 and 12 focus on the key business skills of socialising, business
writing, telephoning and presentations. The first part of each double unit,
Situations, introduces functional language in situations related to the business
skill. The second part, Skills, focuses on effectiveness in the business skill itself.
Language skills
A section in the centre of the book deals with the development of each of the four
Language Skills: reading, writing, listening and speaking. While these skills are
also practised in the core units, this section focuses explicitly on strategies
students can use to strengthen performance in these areas.
In tro d u ctio n
T O P IC FOCUS
T rain in g o p p o rtu n itie s
L A N G U A G E FOCUS
P re s e n t sim ple a n d co n tin u o u s
T O P IC FOCUS
S uccessful co m p an ies
P ast sim ple a n d p re s e n t p e rfe c t
13
S IT U A T IO N S
Social situ a tio n s
17
SKILLS
Effective socialising
21
T O P IC FOCUS
B usiness tra v e l
25
P assives
29
T O P IC FOCUS
B eing th e boss
33
R eview
37
S IT U A T IO N S
B usiness c o rre sp o n d e n c e
41
SKILLS
Effective e-m ails
45
2
3
4
L A N G U A G E SKILLS
FOCUS
T O P IC FOCUS
Looking to th e fu tu re
77
F u tu re form s
81
T O P IC FOCUS
C o rp o rate social resp o n sib ility
85
M odal v erb s
89
S IT U A T IO N S
T elephone calls
93
SKILLS
Effective telep h o n in g
97
T O P IC FOCUS
W h at i f ...?
101
C onditionals 1 an d 2
105
T O P IC FOCUS
G etting s ta r te d in b u sin e ss
109
R eview
113
S IT U A T IO N S
P re se n tin g y o u r co m p an y
117
SKILLS
Effective p re s e n ta tio n s
121
T ap e sc rip t
A n sw er key
S u p p le m e n ta ry m a te ria ls
E ssen tial v o cab u lary a n d Irre g u la r v erb s
CD tra c k list
125
137
151
154
167
10
11
12
LANG UA G E SKILLS
S tra te g ie s for re a d in g
49
S tra te g ie s for w ritin g
51
S tra te g ie s for listen in g
53
S tra te g ie s for sp eak in g
55
FOCUS
1 A djectives a n d ad v erb s
57
2 A rticles
58
3 C o m p arativ es a n d su p erlativ es
59
4 C ountable a n d u n c o u n ta b le n o u n s
60
5 D e te rm in e rs
62
6 G eru n d s a n d infinitives
64
7 Im p era tiv e s
65
8 Linking w o rd s
66
9 P ast co n tin u o u s
67
10 P ast p e rfe c t
68
11 P re s e n t p e rfe c t co n tin u o u s
69
12 P u n c tu a tio n
71
13 R elative clau ses
72
14 So a n d su ch
74
15 Tim e clau se s
75
16 Too a n d en o u g h
76
Training opportunities
S P E A K IN G
Training is your passport to a rewarding career. Do you agree with the

statement? Why/Why not?
Discuss the following questions.
What are your professional goals for the next five years?
What training do you think will help you to achieve these goals?
Do you think you could achieve these goals without training?
R E A D IN G
Read the article on the opposite page about the Hospitality Industry
Training & Development Centre (HITDC) in Hong Kong. Match each of the
following headings with a paragraph from the article.
Centre objectives
English lessons
Current and future developments
Types of training program m e
Course trainers
Now read the article again. Are the following statements true (T) or
false (F)? Correct any false statements.
1 About three hundred students take courses at the centre each year.
2 Every tutor has worked in a hotel or hospitality service.
3 Trainees are able to take English as an optional subject.
4 The centre offers training program m es for pre- and in-service students.
5 The centre is flexible and responsive to new developments.
he HITDC was established to provide Hong

Kong's young people w ith the best practical
training facilities in Asia. A pproxim ately 3000

trainees graduate annually from the centre and
find challenging careers in hotels and hospitalityrelated industries. It is our aim to instil in our
trainees the social and interpersonal skills and
O ur full-tim e courses fo r people starting their
correct attitude essential fo r the service industry
careers in the hospitality industry range from 12
and equip them w ith the basic practical skills
weeks to tw o years. We also offer intensive short
required.
courses and part-tim e programmes. This flexibility
a day-release basis whilst being paid a regular
To achieve this, a dedicated team o f instructors,
salary, an arrangement which benefits both the
all o f w hom have extensive experience w ithin the
industry and its workforce. In-service personnel
industry, conduct classes in a simulated training
are also able to upgrade their knowledge and
environment,
the
enhance their supervisory, administrative and
nature o f w ork in the hospitality industry. Their
management skills by attending courses run by
close ties w ith the industries the centre trains fo r
HITDC in conjunction with the Management
ensure that graduates receive the m ost u p -to -
Development Centre o f Hong Kong.
enables in-service personnel to attend courses on
which
realistically
reflects
date inform ation.
W ith the recent construction o f Chek Lapkok
W ith H ong Kong being an international city and
a irport and the opening o f the Disneyland project
tourism a m ajor part o f its economy, the ability to
in 2005, the need fo r a highly-skilled and w ell-
com m unicate in English is essential. This is w hy it
trained w orkforce in Hong Kong is becoming
is
more and more evident. HITDC is constantly
com pulsory
part
of
all
our
training
programmes. All o u r language instructors are
changing - and will continue to do so - in order
native speakers o f English, giving o u r trainees
to meet the evolving needs o f the hospitality
excellent opportunities to interact w ith foreigners
industry. In fact, we are already designing new
and learn about other cultures. Great emphasis is
and innovative tailor-m ade CD-ROMs to support
placed on
all o u r existing and forthcom ing training courses,
building confidence regardless o f
language standard.
and next year we are introducing a num ber o f

new courses, such as Ticketing and Travel Agency
Operations, to teach ticketing procedures and
custom er service skills.
V b c a tio n a l
training council
K S IillS
For more information about the Hospitality

Industry Training & Development Centre
(HITDC), which operates under the
Vocational Training Council in Hong Kong,
visit its web site.
http://www.hitdc.vtc.edu.hk
Vocational Training Council
U N IT
L IS T E N IN G
Course title:
C e rtific a te
Four students from HITDC speak about their training courses. Listen and
make notes under the headings given.
inF ront O ffice and
Course title:
Housekeeping O perations
Course content:
Useful features:
Course content:
Useful features:
Course title:
Course title:
Course content:
Useful features:
S P E A K IN G
Course content:
Useful features:
Which feature of the HITDC courses do you think is the most useful?
Work in groups. Draw up a list of the five most important features of

effective training.
1 ______________________________________________________
2 ________________________________________
3 _______________________________ ___________
4 ___________________________________________
5 ___________________________________________
Now compare your answers with those of another group. Is there
anything you would change in your original list? Why/Why not?
3
How many words can you find in the unit

which follow the word
?
training
Which of the following adjectives go

before each word below?
course
intensive
social
practical
pre-service
part-time
well-trained
highly-skilled
p ra ctica l
full-time
interpersonal
in-service
skills
Match the verbs and nouns.
course
1 to build
a emphasis
2 to meet
b confidence
3 to attend
c feedback
4 to place
d customers
5 to get
e a course
6 to serve
f a need
workforce
student
101 Fill the gaps with on, with, in or from .

1 The centre aims to provide trainees w ith
the best facilities in Asia.
Complete the table. Then fill the gaps in

the text below with the correct form of
the words in brackets.
2 About 3000 trainees graduate annually

the centre.
3 We aim to equip tra in e e s _____
practical skills.
4 Personnel can attend courses _
day-release basis.
5 The courses r a n g e
two years.
UNIT
Verb
Noun
Person
manage
m anagem ent
manager
instruction
a
train
12 weeks to
know
development
6 There are excellent opportunities to

in te ra c t
foreigners.
7 Great emphasis is p la c e d
confidence.
building
8 The centre has close ties _
industry.
P ro fe ssio n a l '(develop) D e v e ^ m e n t a t HITDC
If you
want to
improve
your
(manage) skills fo r the hospitality industry, we have
Match the words with similar meanings.
the
1 c h e e rfu l
a modern
fo r both full-tim e HITDC
b happy
in-service personnel studying on a day-release
3 essential
c future
basis. All o u r courses are taught by experienced
4 instructor
d objective
(instruct)
5 up-to-date
e trainer
(know) o f the business w ith you. For
6 forthcoming
f necessary
2 aim
course
fo r
you!
O ur
courses
are
.deal
------- (tram ) an
w ho
more inform ation, contact HITDC
will
share
their
UNIT
Present simple and continuous

M E A N IN G
What is the difference in meaning between the sentences?

We learn about computer systems.
We are learning about computer systems.

The present simple has the following forms.
Does the centre offer part-time courses?
The centre offers a variety o f courses.
The centre doesn't offer courses just for pre-service students.
The present continuous has the following forms.
Is the centre developing new course materials?
The centre is developing tailor-made CD-ROMs.
The centre isn't developing internet courses at the moment.
FORM
Match the sentence halves.

1 At the moment she
a does the training program m e last?
2 Most visitors say they
b is taking a course at the centre,
3 How long
c give us real life experience,
4 This week we
d am doing is Tour Guide and Service Culture,
5 The simulations we do
e dont know much about Chinese cuisine,
6 The place w here I
f are learning to serve our customers,
7 When are you
g starting your next course?
8 The nam e of the course I h work receives a lot of foreign visitors.
Find and correct the mistakes in the sentences.

1 About 3000 students do take courses at the centre each year.
2 Do the tutors all has experience of working in the hospitality services?
3 HITDC is being constantly changing.
4 We sit not in a classroom all day.
5 The need for a highly-skilled workforce are becoming more evident.
6 Mary study food preparation.
7 I am currently work towards a Certificate in Housekeeping.
8 The centre dont just offer program m es for pre-service students.
9 Sue and I am studying in the same class.
10 When do the new term begins?
Do we use the present simple or present continuous to talk about each of

the following?
a Actions at/around the time of speaking
UNIT
USE
present continuous
b Routines
c Facts
d Temporary situations
e Perm anent situations
f Future arrangem ents
Which of the uses above (a-f) does each of the following sentences
illustrate? Some may fall into more than one group.
1 We usually video the role-plays.
2 Later this week we are going to Stanley Market.
3 I am currently working towards a certificate.
4 All our trainers are native speakers.
5 At the moment we are learning how to serve our customers.
6 We offer intensive short courses and part-tim e programm es.
Now look through the tapescript again. Find one more sentence to
illustrate each use.
FORM
Look at the sentences. Summarise the rules about word order with
adverbs of frequency (e.g. often , once a week) in English.
We
We
My
We
frequently work in the centres restaurant.

dont often work in the kitchens on Sundays.
colleague is occasionally late for work.
do simulations at least once a week.
Which present tense do we usually use with each time phrase? Put the
following time phrases into the correct group below.
every day
now
this week
currently
usually
never
once a week
the day after tomorrow
at least twice a month
about once a year
at the moment
most Saturdays
next Tuesday
Present simple
Present continuous
every day
now
Now work in pairs. Use the time phrases above to talk about yourselves.
6
UNIT
We use the present continuous to talk about actions - but we do not

use it to talk about states. So we do not usually use the present
continuous to express the following.
opinions (e.g. believe, think)
emotions (e.g. love, like)
senses (e.g. see, hear, feel)
ownership (e.g. own, need, have)
However, some verbs have a different meaning when used to talk about
states o r actions.
FORM
I have a good instuctor.

I am having a good instructor.
I am having a nice time.
I think it's a bad idea.

I am thinking it's a bad idea.
I am thinking o f doing a course.
A trainee at HITDC talks about her course. Choose the correct form of the
verbs in brackets.
The training programme 1 1(do/^ doing)) now is called

Certificate in Front Office and Housekeeping Operations. I
2(like/m liking) the course very much. It 3(teaches/s teaching)
you about check-in and check-out procedures. We also
4(need/are needing) to learn about things like the
organisation of the hotel. We 5(have/re having) good
teachers and at the moment we 6(learn/Ve learning)
about the Front Office computer systems and how to
communicate in the most courteous way with different
types of people. 1 7(enjoy/m enjoying) doing lobby duty.
This is when we 8(welcom e/re welcoming) real guests to
our Centre. It 9(is/s being) very helpful and 1 10(think/m
thinking) it 11(gives/s giving) me real life experience of the
hotel industry.
S P E A K IN G
Work in pairs. Interview your partner. Find out the following.
W R IT IN G
7
[0
W hat your p artn e rs job involves

What your p artn er particularly likes about his/her work
Any projects or activities your partner is currently involved in
Any future arrangem ents your partner has at work
Write a short article (50-100 words) for your company newsletter about
your partner and his/her work.
5 W e ___________ (not/have) more than

about 30 employees at our company.
Re-order the words to make sentences.

1 they/leaving/evening/what/are/time/
work/this?
6 ____________(we/have to ) attend every
session?
W hat tim e are th e y leaving work th ie
7 ____________(you/stay) at home today?
evening?
2 Jason/isnt/day/having/a/offi^today/work
8 W h a t____________ (you/do) for a living?
3 how/does/go/often/Sue/the/cinema/to?
9 ____________(John/come) to the training
session tomorrow?
4 taking/I/currently/course/in/am/a/
m arketing
10
5 we/want/not/week/overtime/work/
to/do/every
6 you/do/take/bus/the/work/to/usually?
S h e ___________ (study) book-keeping

in her spare time.
Write a true sentence about yourself as an

example of each use of the present.
7 learn/we/regularly/about/cooking
methods
1 Fact: I live in Sw itzerland .
8 they/us/teach/sometimes/skills/
m anagem ent
Routine:
Action happening now:
9 w ork/at/centre/the/starts/at/
8 am/usually
Temporary situation:
5 Perm anent situation:
10 need/I/come/to/centre/often/to/the/at/
weekends
Q
Choose the correct form of the verbs in

brackets.
1 1^mym being) on the Food Preparation
course. On the course we 2(learn/re learning)
about cooking methods and food hygiene
etc. At the moment we 3(focus/re focusing)
on hot kitchen procedures and 4(learn/are
learning) how to prepare main courses and
soups. We 5(often prepare/are often preparing)
and 6(cook/are cooking) the food for the
customers in the training restaurant. I
7(th ink/m thinking) this experience will be
very useful for me in the future.
UNIT
C O N S O LID A T IO N
6 Future arrangem ent:
Find and correct the mistakes in the

e-mail.
BB
f t Previous
Next
**
r$j Reply
From:
marjaB@ut.ee
To:
sarahmilton@fleximail.com
Subject:
Im back in London
Date:
Thu, Aug 8 2 0 0 2
Forward
V j Delete 1
A+
(Jjt Inbox
Hi Sarah
Thanks for your e-mail. I'm now back in London,
Im working
where L-worK for a sales company for just a few

weeks. The company seem to be quite small. I am
thinking there are about 20 people - and I am
knowing most of them already!
Fill the gaPs with the correct form of the

verbs in brackets.
1 1 m working (w ork) as an administrative
officer at the moment.
2 She n e v e r____________ (arrive) late for
work.
3 S h e ___________ (work) very hard.
And you? What you doing at the moment? You want

to come and visit me? I not have a telephone at home
but you can phone me on my mobile (0887 838383).
Just call me if you are wanting to visit me.
Bye for now.
Marja
4 T h e y ___________ (not/go) to the
conference tomorrow.
8
UNIT
Successful companies
S P E A K IN G
What makes a company successful?
L IS T E N IN G
Six people talk about successful companies in their countries. Listen and
make notes.
Company name and activity
Reasons for success
Do you know the companies? Do you agree with the reasons given for
their success?
9
2
Q
Think of three more successful companies. Why do you think they are
successful? Then work in groups. Which companies share the same
reasons for their success?
Work in groups. Nokia is one of the most successful companies in the

world. What do you know about Nokias:
UNIT
SPEAKING
early beginnings?
latest products?
reasons for success?
READING
Read the article about Nokia on the following page and check your
answers.
10
2
UNIT
A successful company: Nokia

JILL is an investment banker in
her 40s. She is married, has no
children and enjoys travelling,
skiing and modern art. She lives in
London. She is also Nokia's ideal
consumer for the 8850 phone. This
is described as a 'timeless classic',
m ade of 'genuine m aterials'
including an 'alum inium cover'
which contains 'real metal'. When
Jill bought her phone, she didn't
just choose it for its technical
abilities; she bought a lifestyle.
Hi-tech brands such as Nokia
have dom inated the brand league
tables in recent years. In 1998 the
com pany sold more th a n 40m
phones worldwide and became
the global num ber one mobile
phone company.
Despite being hit by fears of
recession and expensive thirdgeneration mobile phone licences,
the telecommunications sector is
still a shining exam ple of
contemporary
brand-building.
Nokia has capitalised on the
power of lifestyle association to
sell goods in a highly competitive
market. Hi-tech mobile products
such as phones and laptops are
m arketed increasingly as fashion
accessories. The Nokia 8810 is like
ii r *
II I
'a fine watch or fountain pen' and

the IBM Thinkpad is 'designer
workwear'.
Nokia has never been afraid
to branch out into new areas.
Originally a paper an d wood
pulp mill situated on the river
Nokia in Finland (founded in
1865), the com pany joined forces
first with the Finnish Rubber
Works in the 1920s and later
the Finnish Cable Works in
the 60s to further its interest in
semi-conductor technology and
telecommunications.
The com pany entered the
domestic telephony m arket in the
70s and produced its first mobile
phones in the early 80s. Its latest
lifestyle offering is a line of
exclusive phones styled by fashion
designers Jimmy Choo, Jasper
C onran and Clements Ribeiro.
...... ............. . n- * * * - *
* -
A d a p ted from an article by Jane Pavitt, The Guardian, 9 July 2001 Jane P avitt
SPEAKING
11
How important are brand and lifestyle image to you when buying a
product? What other factors are important?
Think of three unsuccessful companies you know. What makes them

unsuccessful?
2
at
for
for
into
in
for
with
on
Verb
Noun
inform
in fo rm a tio n
succeed
fly
1 The main reason fo r the failure of Holt &

Turner was its refusal to modernise.
2 The company plans to m o v e
profitable areas.
UNIT
Complete the table
Complete the sentences below with the

following words.
judgement
more
involve
trust
3 MNJ has always had a good reputation

quality.
product
4 KKP is involved _ _ _ many industry

sectors.
grow
entertain
5 Some companies I know are quite poor

marketing.
6 PJ Sinclair is fam o u s
its largescale engineering projects.
il
Match the words as they appear in the unit.

1 fash io n -----------
a name
7 Heller Ltd has joined forces _____ WLM

and Wisewoods.
2 investment
8 A num ber of companies are capitalising

the importance of image.
3 m odern
c banker
4 league
d example
5 household
e days
6 brand
f table
7 early
g art
h appliance
Match the words. Then use them to

complete the sentences below.
1
a wide
1 high
2 well
b quality
3 fast
c cost
4 low
d known
that
e growing
5 world
Siemens is well-known not only for its

household appliances but for its
presence in other sectors.
Germany has built up a reputation for its
_____________________ engineering.
3 McDonalds is known
---------- b accessory
8 shining
m
i t is
Complete the sentences about different

companies you know.
1 One reason fo r the success of Ryanair is
cheaper^ th a n many compet i t o rs .
2
is very g o o d _________
has got a reputation
has become more and
more well-known due
the fact that
- from New York

to Hong Kong.
4 A num ber of
airlines are now competing with
companies selling more expensive tickets.
S om e
banks may
become as big as the m arket leaders.
Despite
is
has not been afraid to
12
V O C A B U LA R Y
Put the following verbs into the correct group below.

go down
rise
decrease
reach a peak
decline
fall
go up
recover
dip
pick up
Down ^
riee
R E A D IN G
remain constant
fluctuate
grow
increase
remain stable
S ta b le -----
level off
climb
drop
Change of direction
go down
Read the newspaper extracts about the performance of different

companies over the past year. Match the extracts and graphs.
So, what has happened to other companies in the
industry over the past twelve months? Well, Comtel's
share price fluctuated dramatically between January
and August 2001. The price then increased slightly
and reached a peak at the end of September. Since
then Comtel's share price has dropped to its
January level.
TURNOVER at Cymro
International remained
stable during the first
8 months of the period. It
then increased slightly in
October. Since November,
however, turnover has risen
by over 25%. Company
spokesman Markus Vogler
said that turnover for the
year was in line with the
companys expectations
but he did not comment
on whether or not tb
M E A N IN G
13
A L C reported yesterday
that its profits went up
steadily between January
and May 2001. Profits
then
dipped
slightly
but
have remained j
constant for the last five I
months. A spokesman
for the company said:
'Although profits have I
been satisfactory overall I
we haven't been as ,
profitable over the last I
fow
months as we I
expected.'
Underline the verbs from Exercise 1 used in the newspaper extracts.

Which tense (past simple or present perfect) is used in each case? Why?
j
f
USE
Summarise the uses of the past simple and present perfect based on the
verbs you underlined in the newspaper extracts.
Past simple
UNIT
-*
Present perfect
To refer to com pletely finished a c tio n s
FORM
Now summarise the use of since and fo r based on the examples in the
newspaper extracts.
Complete the sentences below with the following words.

did
reached
for
fall
gone
fluctuated
1 Turnover
rose
didnt
hasnt
since
reached a peak during the middle of 2001.
2 The companys p ro fits
drop last month.
3 Has the companys tu rn o v e r_____ since 1999?

4 Did p ro fits
dramatically last year?
5 Profits have declined grad u ally

6 The share p ric e
7 P ro fits
last August.
increased significantly for months.
steadily between 2000 and 2002.
8 The companys turnover h a s _____ up slightly since the last quarter.

9
sales dip at the end of July?
10 The situation has rem ained s ta b le
some months.
Past simple and present perfect

The past simple and present perfect have the following forms.
Past simple
The price increased slightly.
Turnover didn't change.
Did the company's profits rise?
Present perfect
Turnover has reached a peak recently.
Profits haven't picked up over the last few months.
What has happened to other companies?
N ote the following spelling changes.

dip - dipped
diversify - diversified
The past simple and past participle are the same in regular verbs. But in irregular verbs, they are different.
Profits rose for the first time last year.
Profits have risen continuously since then.
Note the following irregular verbs. For a list of other common irregular verbs, see page 166.
be
fall
go up
was/were
fell
went up
has/have been
haslhave fallen
haslhave gone up
grow
rise
grew
rose
has/have grown
has/have risen
14
2
UNIT
M E A N IN G
Work in pairs. Your teacher will give you some cards. Sort the cards into
two groups: past simple and present perfect.
Now go back to Exercise 4. Add more uses of the past simple and present
perfect to your list. Add any time words and phrases which are often used
with each tense.
Look at the tapescript. Underline the examples of the present perfect.

Do any of them fit the uses you identified?
EB Complete the sentences below with the following words.

since
for
never
just
already
ever
ago
last
1 Did you go to the sales conference \a e t week?

2 Ive known my b o s s
3 Jakob h a s
4 Iv e
trip.
reached his sales target and its only July.

been to Prague on business before so Im excited about this
5 Two w eek s
I went on a really good training course.
6 M aarjas worked h e r e
7 Have y o u
1999.
worked abroad?
8 My colleagues
S P E A K IN G
eight years.
called about the meeting. He says it went very well.
ED Work in pairs. Take turns to complete the sentences with information

about yourself. Ask your partner follow-up questions to develop the
sentences into short conversations.
EE
15
Ive n e v e r...
Yesterday I didnt ...
Ive already ...
I ... a few weeks ago
I havent ... for ages
I havent ... yet
Last weekend I ...
Ive just ...

I still havent ...
In 2001 I ...
Last month I ...
So far, Ive ...
Ive recently ...
Since January I ...
For the next class, prepare a short presentation about the performance of
a company you know well. Use the past simple and present perfect to
comment on key trends.
Complete the table.

Infinitive
Past simple
Past participle
be
was
been
fall
fell
Choose the correct form of the words in

brackets.
UNIT
1((^>id you~segyHave you seen) a programm e
went
grow
grew
rise
rose
gone
say
said
sold
sold
take
on television yesterday about UOL? UOLs

one of the most successful companies in my
country. The company 2(was only/has only
been) up and running 3(for/since) a few
years but it 4(al ready became/has already
become) the num ber one internet service
provider in Brazil. I think th at one of the
reasons why it is so successful is that it
S(has never been/was never) afraid to
expand. 1 6(heard/have heard) its now the
biggest ISP in the whole of Latin America.
taken
Which tense (past simple or present

perfect) is used in each sentence? Why?
1 We have never made (never/make) a loss

before.
1 In 1996 we won an aw ard for

excellence, p a s t sim ple
2 Since January 2000 sales
2 Ive spent many years working overseas.
_______________________ (fluctuate).
3 The company has made huge profits for

years.
3 The share price of Imex pic .

_______________________ (fall) by over a
4 John worked in Sweden before coming
third between 2000 and 2001.
back to the UK.
Complete the sentences with the correct

form of the verbs in brackets.
5 Dunholm has recently m ade an offer for

Karnac, a smaller clothes manufacturer.
4 The com pany_____________________

(perform ) better than all its competitors
before 1998.
6 We have already reached our target two months earlier than expected.
5 SLS______________________ (not/make)
a profit over the last 12-month period.
6 Reagan L td _____________________
(be) successful for years.
Put the following time phrases into the

correct group below.
Monday
March
four years
ten minutes
the end of April
1997
ages
two days
7 It seems th at many companies

_______________________ (not/do) as
an hour
well in 2000-01 as in 1999-2000.
this morning
a week ago
Since
For
M onday
fo u r years
8 How lo n g ______________________ (the

share price/be) so high?
9 Soares p ic _____________________
(take over) three other companies so far
- and plans to acquire more.
10 W h en _____________________
(PKE/enter) the mobile phone m arket?
Q
Write a short report (100 words) about

the performance of your company over
the last 12 months.
16
UNIT
S IT U A T IO N S
Social situations
S P E A K IN G
Imagine you are visiting an English-speaking country on a business trip.

In what situations might you need to use English?
L IS T E N IN G
Listen to four short recordings and complete the information.

W h e re are the speakers?
W h o is speaking?
1
2
3
4
R E A D IN G
Look at the situations on the opposite page. Note down useful phrases for
the following.
Welcoming someone:
Welcome to ...
Making an offer/Responding to an offer:
Introducing yourself/introducing someone else:
Making a suggestion/Responding to a suggestion:
Greeting someone/Responding to a greeting:
Making a recommendation/Responding to a recommendation:
Thanking someone/Responding to thanks:
Now look at the situations again. Underline any other useful phrases for
social situations that you can see.
17
3
UNIT
Hello, Peter. Welcome to England! Its nice to see you again.

Hello, John. Good to see you too.Thanks for coming to meet me.
Its a pleasure. Let me introduce my colleague, Lesley Power.
Pleased to meet you, Lesley.
Hello, Peter.
Anyway, Peter, how are you?
Very well thanks, and you?
N o t too bad. So, did you have a good flight?
Yes, it was OK, actually. But the food was terrible.
So would you like something to eat before I take
you to your hotel?
Thatd be great, thanks.
OK. Lets go. Shall I help you with your bags?
Thats very kind of you.
Hello. Can I help you?

Yes, Im here for a meeting at 10 oclock.Tim Evans said
hed come down here to meet me.
Could I have your name, please?
Yes, Im Eric Melrose from Nation Bank.
Please take a seat. Ill let Mr Evans know youre here.
Thank you.
Youre welcome.
After a phone call
Mr Evans said hed be down soon. In the meantime,
can I get you a drink?
A coffee would be good, thanks.
tv) Good morning everyone and welcome to ITD

c Communications.Thank you all fo r coming today.
+3 For those of you who dont know me, my names
3 Gavin Sykes and Im the Marketing Manager here at
& ITD. Id also like to introduce you to Jean Peterson,
the Sales Manager of ITD. And this is Susan Bell,
my secretary, w holl be taking the minutes today.
TT
C
#0
So, how about having a drink?

That would be very nice.
Shall I order us a bottle of wine? O r would you prefer beer?
I think Ill have wine.

I can recommend the house white - if you like a dry white,
that is.
That sounds good.
To the waiter
Excuse me. Could we have a bottle of white house
wine, please?
I8
1
m
3
m
S IT U A T IO N S
M I
t 1
SPEAKING
How would you reply to the following? Check that you know what to say.
Then work in pairs and practise responding to the phrases.
1 Please take a seat.
2 Can I help you with your bags?
3 How about going out to a restau ran t this evening?
4 Let me introduce myself. Im Sam Dreen.
5 Hello, Joachim. Its good to see you again.
6 How are you?
7 Can I get you something to eat or drink?
8 W hat about going for a drink later?
9 Thank you for all your help.
10 Id like to introduce you to my colleague, Sally Draper.
11 I can recom mend the fish in this restaurant.
Work in pairs. Practise the role-plays.
A You have come to the airport to meet a colleague

you know from your parent company.
Greet your colleague and ask how he/she is.
Offer to take him/her to the hotel.
Suggest you meet in the evening for a meal.
You have invited your visitor for a meal in a local

restaurant.
Offer to take his/her coat.
Ask if he/she would like a drink.
B Your plane has just landed at the airport.

A colleague you know is there to meet you.
Respond.
Recomm end something to eat.
You are in a restaurant.You have been invited for a

meal by an employee of the company you are visiting.
Respond.
A You work at your companys Reception. A visitor arrives.
Greet the visitor.

Offer to contact the person he/she wants to see.
Ask the visitor to sit down.
Offer him/her a coffee.
Introduce the visitor when the other person arrives.
B You have an appointment with a client. Go to the

Reception area of your clients company. Respond.
19
3
Q
Re-order the sentences to make a

conversation at the airport.
Are you Mr Olawski?
How would you reply to the following?
UNIT
fl
1 Can I get you something to drink?

J
A coffee would he gre a t, thanks.
Youre welcome. Its nice to meet

you finally. How was your flight?
2 Can I help you with your luggage?
Yes, I am.
3 This is my girlfriend, Maria.
Hello. My nam es Jacob Laker from

Martons Communications.
Oh hello, Mr Laker. Thank you for

coming to meet me.
4 How about meeting later for a meal?
Not too bad, thank you.
Complete the sentences. The first letter of

each missing word is given.
6 How are you?
W h a t about having a drink?
2 W
7 Pleased to meet you.
toPCB.
P____take a seat.
L____me help you with your bags.
P____to meet you.
6 T hats very
of you.
7 Did you have a good f_____?

8 T
9
would be great.
T___ is my colleague,Steven Jones.
10 A coffee w
be good.
Think of alternatives for the underlined

words.
1 Welcome to London.
Paris
2 Did you have a good flight?

3 Let me introduce Sue.
5 T hatd be g reat.
6 Good to see you again.

7 Can I help you?
8 How about having a drink?
9 T hats very kind of you.
10 Thanks for coming to meet me.
11 I can recom mend the white w ine.
12 Shall I help vou?
13 That sounds good.
8 Thank you very much for your help.
Find and correct two mistakes in each

short dialogue.
1 Welcome .in'London!
T hanl^you.
to
Thank you
2 Shall I to help you with your bags?

Thats very kind from you.
3 Id like to introduce you my
colleague, Mark Smith.
Pleased to meeting you.
4 Did you have a good fly?
Not too bad, thank.

5 What about go to a restaurant?
OK. That sound good.
6 Im here to a meeting with Mr Cox.
I let him know youre here.
7 Thank you for come here today.
Its pleasure.
8 Hello, Jim. Im nice to see you again.
Me too.
9 How about to go to the theatre?
That will be great.
10 Let me to introduce Jake Lyons.
Weve met! Please to see you again.
20
S PEAKING
What do you understand b y small talk?

When do you need to make small talk?
R E A D IN G
Read the article. What advice is given about making small talk?
Small talk in the office
HffW mykt ycu

S ta r t a convM ation
with sotvieone
oi(rv\b know>
Think of three
^nesf/Wr you
c ,< rw \d C M k s c r v * e & n e
to f in d
o u t if ycu r
have anything
iti Comhao n .
Dont talk to strangers!

If only you could hide behind
that piece of wisdom whenever
you chose. But working life is
all about talking to strangers
and doing it well. This starts
^vyith yourflrst-4nterview and
conu&q'es until your retirem ent
m y, so its essential to feel
fat
ease
with
creating
mversation.
IfyoTl are Otmously making
an effort when speaking to
someone, you wont engage
their interest; making no effort
at all has the same effect.
Somewhere in the middle is
the happy compromise that
makes you w orth talking and
listening to. The purpose of
small t a l k j s far .pgople who
sdm^Tlaiow each otherl5H 3jid
/out if they have anything ii\
common that might be worj,
developing further. T h e n e n o d
of time allowed for checking

w hether
its
possible
to
establish rapport is very short.
Most people can tell wit]:
m in u te sjw h e th e r' Hie><want
to ^ p r o lo n g or cut sh^rt
conversation. C o n v e rsio n s
hafrejp he^wowEav ^ r f ^ r e ^ c h
rson doing their share of^
listening and talking.
ou can ^ stamrsn a
meeting of m inds within five
minutes, youre succeeding.
T echpiqu^sôrT ^hieving^this
re asking good questions
careful listening. If youfbd
yourself with someone w }k > is
âlly not try in g ^ Jh a ^ fa good
indication that any relationship
which follows will be unequal with you at a disadvantage. If
there is nuêvidenee_ ofjn u tu al
intepestTmove on to'aTmaqre
romising prospect as soon
m u politely can.
What Cart you
do tv keep a
conversation
going?
Horn car1 yon show

you're interested
W hat bunds of
opnestion^s do yo\A.
Hunk. m igh t he
g o o d q u e s tio n s ?
Hoiv car\ yon shsni

yo u are listening
ca re fu lly ?
Hon) Can y o u
end a
Conversation.
p o lite ly >
Adapted from an article by Irene Krechowiecka, The Guardian, 19 May 2001 Irene Krechowiecka
S PEAKING
21
Discuss the hand-written notes.
Scrvueone
hoo to say
What topics are useful for starting a conversation? Write the name of a
topic in each circle. Then think of four questions for each topic.
Ask <paestions
to s t a r t a
conversation. Ask
open <px.estions to
encoaraê loncj.
answ ers.
W hat
do you do?
Now work in pairs. Practise asking and answering the questions.

Q
Which of the following questions encourages the longest answer? Why?

Did you go on holiday this year?
Tell me about your last holiday.
Now write six questions you can use in a social situation which will
encourage long answers. Then work in pairs. Practise asking and
answering your questions.
Q
Keep tk e
conversation 9-ot/i^.
cj.ivincj. -tall
answ ers. firs t o.ive a
basic answ er. Then
a d d a to/low-ap
con*n*ent.
Match the questions and answers.

1 How long have you worked
for (Sandex)?
Im living in Germany at the

moment, in Frankfurt, but Im
originally from Poland.
2 Do you have a large family?
Well, I started there straight

from school. That m ust have
been about 12 years ago.
3 I heard you work for (AHT).

What do you do there?
Im an editor. I produce the

company newsletter. It goes out
to all the employees throughout
the company.
4 Have you been to (England)

before?
I dont know if Id call it large.

I live with my partner and her
two children.
5 So, where exactly do you

come from?
Yes I have, but it was a long

time ago. I visited York on a
school exchange. But I cant
rem em ber that much about the
trip. I was only 14 after all!
Now work in pairs. Practise answering the questions about yourself. Give
full answers.
UNIT
S K IL L S
3
UNIT
Choose one of the following phrases to respond to each comment below.

Keep the
(Conversation ojoinp
btft showing interest
in the other speaker.
Cdho ^ h a t he)she
saxps or a d d a
pxestion or a
tow w e n t.
Really?
Did she?
Have you?
So have I.
That sounds interesting.
What was it like?
Does he?
Me too.
Would you?
1 Id like to work in the USA.

2 He now works for Marcina.
3 We went to Monaco on holiday.
4 She got the best sales results last month.
5 Ive just been on a m arketing course.
L IS T E N IN G
Two people are at a conference. Listen to their conversation. How

effectively do they socialise?
Now read the tapescript. How could you change the dialogue to make
the socialising more effective?
SPEAKING
Work in groups of three. A and B are at a conference.
A Start a conversation with someone you think

you recognise.
B Continue the conversation.
C Listen to A and B.Take notes on how effectively

they socialise.Then give feedback.
23
Write five questions people might ask you

in socialising situations. Write the
answers you would give.
Change each closed question into a more

open question.
1 Are you from Germany?
1 Q Where do you come from ? ___________

A
come
UNIT
Where are y o ufrom ?___________
from F
.______
ce
n
ra
2 Were you a m anager in your previous

job?
2 Q _______________
A __________________________________
3 Are you going on holiday this year?
3 Q __________________________________
A
________________________
4 Are you interested in football?
4 Q ____________________________________
A __________________________________
5 Do you like your job?
5 Q ____________________________________
A __________________________________
6 Q ____________________________________
A _________
Q
Answer the questions. First give a basic

answer. Then add a follow-up comment.
Add a follow-up question to to each

dialogue.
1 Did you enjoy the conference?
Yes, I did.
workshopa?________________________
1 W here do you come from?

I
come from England was

Liverpool, _
ly. ___________________
ctu
a
2 W hat do you do?
W hat d id you th in k a b o u t th e
2 How long have you worked for LDH?

About five years.
_________________________
3 Is this your first visit to our company?

Yes, it is.
3 How do you get to work?
_ _ ________________________
4 Do you come from France?
Yes, I do.
4 What do you do in your free time?
_____________________________________
5 What do you do?

Im a production manager.
5 Where are you going on holiday?
6 Did you go to the meeting yesterday?

6 How long have you been with the firm?
Yes, I did.
24
UNIT
T O P IC F O C U S
4
S P E A K IN G
Business travel
Q

How often do you travel by plane?
What factors do you take into account when choosing an airline?
R E A D IN G
Read the article on the opposite page about the airline easyJet.
Summarise the six reasons why many passengers prefer easyJet.
1
___________________________
2 ____________________________________________________
3 ________________ ________________________
4 _____________________________________________
5 _____________________________________________
25
Order the reasons according to their priority for you. Then work in
groups. Reach agreement on the three most important reasons for
traveRing with easyJet.
4
UNIT
With so m any flights now
being
sold
by
airlines
across Europe, it can be

difficult
to
know
which
option to choose. Until, that

is, you see w h y easyJet has
become one of the leading
low-cost European airlines
in the five years since it
w as founded.
Here are six good reasons w hy you should make

easyJet your first choice every time:
easyJet offers great value fares, often
easyJet offers you flexibility on all fares
achieved by keeping costs to a minimum (by
cutting out unnecessary
your flight can be changed.
offering fares at a fraction of the price

charged by 'traditional7 airlines. This is
services), eliminating
- but you only pay for this if you need it.

For an administrative fee of just 10 per
stage of the journey, plus any difference in fare,
the middleman by selling direct to passengers,

and using less congested and less expensive
easyJet flights are simple and problem-
easyJet sells one-way fares so you can
5
6
go and come back whenever you like.
service. For the second consecutive year, easyJet
No minimum stay is necessary in order
has been voted the 'Best Low Cost Airline' by
to qualify for the lowest fares, unlike with many
readers of Business Traveller magazine, the
other airlines.
industry leader for airline awards.
airports.
easyJet currently flies a total of 30
routes to 16 top business and leisure
destinations within Europe. Five more
routes are being launched this summer.
free. No tickets are issued so all you

need to check in is your passport (for
international flights).
easyJet
consistently
scores
well
in
consumer surveys, often out-performing

traditional
airlines,
passengers7 satisfaction
with
illustrating
the
airline's
A d a p ted from easyJet In-flight m agazine, M ay 2001 easyJet

Content no longer fa ctu a lly accurate
26
S P E A K IN G
Think of three questions you would like to ask a member of the cabin
crew about easyJet.
R E A D IN G
Here are six of the most common questions that passengers ask easyJets
cabin crew. Can you see any of your questions?
a How many planes are there in the easyJet fleet?
b How old is the easyJet fleet?
c Why does easyJet operate only one type of aircraft?
d Why isnt there a business or first class section?
e How many passengers does the plane hold?
f Why are easyJets contact details painted on the plane?
LISTENING
Members of the cabin crew answer the six questions. Listen and decide
which question each speaker answers. Then listen again and note down
the responses.
1 ______________________________________________________
2 ____________________________________________________
3 ___________________________________________
4 ___________________________________________
5 ___________________________________________
__________________________
6
Q
Listen to the speakers again. Match the verbs and nouns they use.
1 to book------2 to minimise
S P E A K IN G
----------- b a flight
3 to come
c efficiencies
4 to maximise
d of service
5 to reach
e a destination
6 to take out
f into service
Work in pairs. Ask and answer the questions in Exercise 5. Use the verbs
and nouns from Exercise 7 in your answers.
Work in groups. You are going to launch an innovative new transport

service. Discuss the following questions.
27
a costs
What service would you offer?

How would you differentiate your service from that of your competitors?
What problems might you encounter?
How would you overcome them?
4
Q

following words.
off
for
at
out
in
into
to
of
A rticle
1 choice
o p tio n
1 The planes are not very big so you can

get
o f f th em quite quickly.
2 top
3 established
2 Customers need to be a w a r e
to book their flights.
4 price you pay for a ticket

5 small part
how
3 New planes are soon com ing_____
6 busy
service.
7 place you travel to
4 easyJet is com m itted
8 money you pay for a service
flying a
m odern fleet of aircraft.
9 without variation
5 Older aircraft will be ta k e n
of
service when new planes arrive.
10 questionnaires asking for peoples

opinions
6 No minimum stay is necessary to qualify

the lowest fares.
Tapescript
11 know
UNIT
Look back at the article and tapescript.

Find words and phrases with approximately
the same meaning as the following.
7 To c h e c k
, the only thing you need
is your passport.
are aware o f
12 take the place of
8 easyJet offers f a r e s
a fraction of
the price of traditional airlin es.,
13 aeroplane
14 hiring
15 team of people working on a flight
16 value for money
1 to launch
17 getting on a plane
2 to issue
18 group of vehicles
3 to found
c costs
4 to book
d a ticket
5 to minimise
e a flight
Complete the table.

Adjective
Noun
traditional
tra d itio n
congested
fra c tio n
_c_
1
1
i
i
2
flexible
a product
Fill in the missing letters to complete

words from the article and tapescript.
1 f __cti__
expensive
a a company
3 v_lu_
administration
simple
4 c _ st-_ ff__ __v en ess

5 f_ ig _ t
6 aw __d
7
aware
complexity
i
1
satisfaction
8 a _ r l__e
9 s__ve_
long
10 ro _ t_
28
4
UNIT
Passives
M E A N IN G
What is the difference in meaning between the sentences in each pair?

easyJet offers cheap fares.
Cheap fares are offered by easyJet.
Stelios Haji-Ioannou founded easyJet.
easyJet was founded by Stelios Haji-Ioannou.
They have reduced the ticket price.
The ticket price has been reduced.
C S I3 2 3 S
We form the passive with subject + correct tense of be + past participle.
One-way tickets are sold.
It was voted Best Airline.
Fares have been cut.
We can use by to refer to the person o r thing that does the action.
No tickets are issued by easyJet
FORM
We can use the passive in different tenses. Put the following active and
passive sentences into the correct position in the table below.
The flights are booked by John.
John is booking the flights.
The flights have been booked by John.
John booked the flights.
The flights might be booked by John.

Active
Present simple
John books the flights.
The flights are being

booked by John.
The flights were booked
Past simple
W ith a modal verb
29
The flig h ts are booked

by John.
Present continuous
Present perfect
Passive
by John.
John has booked the
flights.
John might book the
flights
4
Look back at the article on page 26. Find a passive form in each tense.
UNIT
Passive
Present simple
Present continuous
Past simple
Present perfect
Modal
Change the sentences from active to passive.

1 They booked a holiday.
A holiday was booked.
2 We advise you to fly with easyJet.
3 They are completing the preparations at the moment.

4 You can make bookings on the internet.
5 We have made a num ber of changes.

6 easyJet will take its old planes out of service.
USE
Look at the following reasons for using the passive. Then look at the
sentences below. Why do you think the passive is used?
a
b
c
d
e
We do not know who did the action,

The person/thing that did the action is not important,
We w ant to emphasise the action - not the person who did it.
We want to emphasise the object - not the subject,
We w ant to be indirect in order to be polite or diplomatic,
We w ant to be indirect in order to be formal.
1 The meeting has been cancelled.
2 Refunds are not usually given.
3 The company has been taken over by KHJ.

4 You are requested to be punctual.
5 The report was published by JRC, a well-known consultancy company.

6 No tickets are issued.
7 Expenses forms were not checked before payments were made.
8 Maintenance work is done by Smithson Ltd.
9 Clients are rem inded that paym ent is due within thirty working days.
10 We are writing to inform you that several mistakes were made in the
most recent invoice.
30
4
UNIT
We can change active to passive only if the active sentence has an object.
Active:
Theyare launching a new service.
Passive: A new service is being launched.
If the active sentence has no object, it is impossible to change it to a passive form.
Active:
FO R M
The new service has started.
Q Which four of the following sentences cannot be changed into the passive?
1 We are introducing a new system next year.

2 They arrived last week.
3 Hartley pic paid 20 million to acquire JLC.
4 Profits have fallen recently.
5 Everyone is working hard.
6 You made a mistake.
7 KTS provides a first-class service.
8 Your company has not paid the invoice.
9 Susan Gregson works here.
10 We will do our best to fulfil the order.
Now look at the other sentences again. Which would you choose to change
into the passive? Which would you prefer to keep in the active? Why?
WRITING
Q Rewrite the letter to make it less direct. Use the passive where necessary
and make any other changes you think are needed.
'ohnson
P e a r Mr J
Thank
youfor your letter o f
consultancy services,
PoWever^you have
initial sum o f
LTfiOOon 30 November but y
this sum
attainin addition to the sum o f t-2^000
t telephoned your office to speak to you today. Your secretary
told me th a t you were too busy to speak to me.
Please contact me as soon as possible to discuss the error.
1 look forward to hearing from you.
Yours sincerely
Tane A
Q
31
You are Mr Johnson. Now write a brief reply to Jane Adams.
What is done at each place at the airport?

Write active or passive sentences.
El
1 check-in
Complete the sentences with the correct

passive form of the verbs in brackets.
UNIT
1 Four flights to Paris (cancel) yesterday.
This is where passengers show th e ir_____
Four flig h ts to Faris were cancelled

yesterday.
tic k e ts and th e ir luggage is checked in.
2 Refunds (not/usually/give).
2 passport control
3 Over 7 million seats (sell) online so far.

3 departure lounge
4 Names of passengers (may/change) on
payment of an administrative fee.

4 duty-free
5 Credit card information (always/keep)
confidential.
6 Flights (can/transfer) up to 1 hour before
5 baggage reclaim
departure.
6 customs
Find and correct the mistakes.

was
1 The company Jerlaunched five yârs ago.

2 Millions of flights were now sold across
Europe.
FI

brackets.
3 Costs are kept down for the last few years.

4 Old aircraft are taken out of service
1 Brown Ltd (has recently acquired/

Qias recently been acquired) by PJK.
recently.
5 A new route is launched last year.
2 Staff at Brown Ltd (are being offered/are

offering) positions at HQ.
3 Romola (launched/was launched) a new
product in April.
6 Many changes are made since 1998.

B
4 The company (was founded/founded) in
Look at the article about easyJet. Find and

correct the mistakes.
easyJet has just been announced that it is being taken
over rival airline Go in a deal which is saying to be
worth millions.
The move is expecting to result in easyJet becoming
Europe's largest low-cost airline, overtaking Ryanair.
The move is also given easyJet access to a number of
key destinations on the European mainland and helps #
it to expand its UK bases.
1985.
5 Sayers (has sold/has been sold) its
subsidiary company Extra.

6 The report (is w riting/is being w ritte n ) at
the moment.
7 I (have been contacted/have contacted) the
recruitm ent agency already to ask about

hiring tem porary staff.
8 easyJet (has been voted/has voted) Best
Airline.
You have found mistakes in a report written

by a colleague. Write an e-mail to the
colleague explaining the situation and
asking him/her to correct the mistakes.
32
UNIT
Being the boss

S P E A K IN G
What skills and qualities do you think a good manager should have?
L IS T E N IN G
Four people talk about what they think makes a good manager. Listen
and make notes about what they say.
SPEAKING

Do you agree with the speakers? Why/Why not?
Which of the m anagerial qualities and skills mentioned do you think you
might have?
Which qualities and skills would you like to develop?
33
5
Work in pairs. Ask each other the questions in the quiz.
Have you got what it takes
UNIT
TO GET TO THE TOP?
Do you have the management skills employers are looking for?
Take our quiz to find out.

1
How important is status to you?
Change to you means ...
A Very important.
A Something to be controlled.
B Important.
B An opportunity where anything could happen.
C Quite important.
C A chance to make progress.
D Not very important.
D Something to go along with.
A colleague has been criticized for poor

report writing. Do you ...?
At the office do you come up with new

ideas and suggestions?
A Tell him why he should have known better.
A All the time.
B Take him out for a drink after work.
B Quite often.
C Offer to help him with his next report.
C Often.
D Avoid him; you've got too much to do.
D Rarely.
You have just had some negative

feedback. How do you respond?
Faced with a problem what do you do?
A Get angry and defensive.
A Come up with one solution and pronounce

it correct.
B Listen carefully, but come away feeling

disappointed.
B Generate a few possible solutions and ask

others what they think.
C Consider what you could change, and how

you could improve.
C Brainstorm with a couple of nearby

colleagues.
D Sigh and think 'yes, that's me'.
D Ask for your manager's advice.
Is delegation ...?
Your boss has asked you to do something

really difficult. Do you ...?
A A waste of time; no-one else will be able to

do it as well as you so you might as well do
it yourself.
A Take the job on enthusiastically.
B An easy way to share the workload.
C Agree to do it, but ask for some help.
C An effective way to create new learning

opportunities for others.
D Get stressed and finally say you can't do it.
B Say you will do your best.
D Something you are always on the receiving

end of.
A d a p ted from a questionnaire by Barbara Oaff The Guardian, 14 July 2001 Barbara Oaff
Now look at page 152 to see an analysis of your answers. Do you agree?
Why/Why not?
34
Work in pairs. Look at the extract from a guide to effective delegation.

Agree on six more pieces of advice about effective delegation.
Learn to delegate
It's the w ay to increase efficiency and p ro d u c tiv ity
Its a sad fact that much executive stress is self-inflicted and comes
from a single source - failure to delegate. There are many reasons
that managers give for not delegating, the main one being, No one
else can do the job as well as me.
In fact, not letting go is counter-productive. It prevents you from
doing business development work you should be doing. And it
leads to high levels of staff turnover due to lack of job satisfaction.
But its one thing to need to delegate, another to do it effectively.
Here are a few pointers that may help.
Decide what you can delegate.
Prepare your brief thoroughly.
Of course, its your business and you need to keep control because
ultimately youre responsible. But learn to delegate and you, your
staff and your business will benefit.
A d a p ted from an article in HSBC Bank's Business U pdate m agazine, July 2001, Issue 26
HSBC Bank pic
35
Compare your ideas with those on page 152. How are they similar/
different?
What advice would you give a new recruit who is aiming to move into a
management position? Think of three Dos and three Donts.
Re-order the letters to make words from

the unit.
1 q l s u e a i t i
El
q u a litie s

following words.
from
with
for
about
for
UNIT
with
2 1s k s 1i
1 At the office do you often come up
good suggestions?
3 r k o w a d o l
4 d f b e c e k a
2 Failure to delegate can prevent you

achieving your goals.
5 i g a t o l n e e d
6 y e f c f i c n i e
3 What do you do if you are fa c e d _____

a problem?
7 r u f a e 1i
8 u v t o n r r e
4 M anagers should keep staff informed

what is going on.
Complete the table.
5 Have you ever been criticised_____

doing something wrong?
Verb
Adjective
inform
inform ed/inform a tive
6 Everybody likes being appreciated.

Nobody likes being ta k e n
granted.
support
decisive
approachable

1 to give
a a meeting
2 to waste
b advice
adapt
3 to realise
c ideas
defend
4 to keep
d a decision
5 to make
e overtime
6 to brainstorm
f time
7 to pay
g control
8 to hold
h potential
disappointed/disappointing
respond
care
organised
produce
beneficial
What do you think makes a good

manager? Complete the sentences.
1 I think it is im portant for m anagers to
manage
2 In my opinion,_______________
is essential for a good manager.
respected
Find adjectives and verbs followed by to

in the unit and tapescript.
Adjective + to
Verb + to
able to
need to
3 Managers need to be open t o _

4 One of the best m anagers I have ever
k n o w n ______________________________
5 My current line m anager is very good at
6 Personally, I appreciate
36
UNIT
LA N G U A G E FOCUS
Review
M E A N IN G

Delegations im portant w here I work.
Delegations im portant w here Im working.
Paul stayed late in the office.
Paul has stayed late in the office.
We paid overtime last week.
We were paid overtime last week.
FO R M
Put the following active and passive sentences into the correct position in
the table below.
Delegations important where Im working.
Mr Miles is respected by all the staff.
We were paid overtime last week.
My line manager stayed late in the
A colleague has been criticised for poor
office if necessary,
report writing.
It helps to have a good sense of humour.

Active
Passive
Present simple
'
Delegation's im p o rta n t
Present continuous
where I'm working.
Past simple
Present perfect
Now think of a sentence to write in each empty box in the table.

USE
Q|
Work in pairs. Take turns to explain to your partner how the following
verb forms are used.
present simple
present continuous
past simple
passives
Which tense(s) do we often use with each of the following time phrases?
last year
currently
since 1978
always
for 9 years
at the moment
Now think of a sentence using each time phrase.

37
present perfect
a month ago
never
U N IT
READING
Look at the job advertisements below and discuss the following questions.
Which posts require previous experience?
Which qualities and/or skills are asked for in more than one
J*--------- 9
Marketing Manager
Trainee Manager
Home Centre
5(We look for/We are looking for) a

motivated individual to join our
Marketing Department.
An enthusiastic trainee manager 1^ Tneede^V

is needing) in our busy retail outlet.
3(Did you work/Have you worked) in a
customer-focused environment before?
Previous experience in a marketing

environment 6(prefers/is preferred)
but not essential as full training
7(is provided/is providing).
4(Are you having/Do you have) excellent

communication skills?
Flexible hours
Excellent salary plus annual bonus
Phone 01965 744 388 to find out more about our

structured six-month on-the-job trainee management
scheme.
For an application form, contact: Jill Bax, SCT

Training, 2 Wallford Rd, Sheffield S1 2RA.
2(Are you liking/Do you like) working with people?
IN V O IV IM IN T
Project
M.anager
K ro je w i i
w
This two-year post 8(has recently created/has recently been created)
following an award the government 9(has made/made) last year to promote
community involvement in Linfield. The aim of the project is to help Linfield
community to:
fight crime in its immediate neighbourhood
tackle the consequences of crime.
The successful applicant 10(expects/is expected) to be energetic and
enthusiastic and have excellent project management and communication skills.
Please send a covering letter

and full CV to Marshall House,
Kingsway, Linfield, LN3 4QT
quoting the job title and
reference number PM21X.
Closing date: 7 November 2002.
Experience of a similar project is desirable.
Facilities Manager
An exciting new opportunity 11(arose/has arisen) for a talented
individual to join our company. We 12(wish/are wishing) to appoint
an experienced manager with the following skills:
planning
customer relations
scheduling
financial administration.
An application form 13(can be obtained/can obtain) by calling 0208 354 6874.
FOR
Choose the correct form of the verbs in brackets in the advertisements.
UNIT
LA N G U A G E FO CUS
S P E A K IN G

W hat information is expected in a letter of reference in your country?
Are there any constraints on the information you can provide?
Do you know of any differences in other countries?
Your partner has applied for one of the jobs advertised andyou have
received the letter below asking you to provide a reference for him/her.
Work in pairs. Interview your partner and find out the following.
What job he/she has applied for
How his/her experience, skills and qualities m atch the post
has recently applied to w ork fo r our

organisation and has nam ed you as a referee.
I w ould be grateful if you could provide a reference fo r this

applicant by 25 O ctober if possible. You should com m ent on
the applicants relevant w ork experience, personal qualities
and skills.
If you require any further inform ation, please do not hesitate

to contact me at the above address.
A stam ped addressed envelope is enclosed for your

convenience.
Yours sincerely
Sandra Taylor
Personal A ssistant
Registered in England: No. 7259372
WRITING
39
Write a letter of reference for your partner. Include details about his/her
previous work experience, skills and qualities. Then exchange your letter
with your partner and give each other feedback.
Which tense is used in each sentence?

Is the active or passive used? Why?
1 Last year I jiavfi' visited Spain on

business.
1 The post has recently been created.

p re se n t p e rfe c t passive
2 We are looking for a motivated

individual.
2 What does Sally do at the moment?
3 My colleague works at this company for

25 years.
3 Have you worked in customer services

before?
4 We are expected the new applicant to be

energetic.
4 Previous experience is preferred.

5 No new staff are currently being
recruited.
5 I currently look for a new job in
6 Not many letters of application were

sent in.
6 My boss has come back off leave

yesterday.
7 We wish to appoint an experienced

manager.
7 She never was abroad before in her life.
marketing.
8 We gave a bonus last month by our boss.
8 The government made an aw ard last

year.
B

sentences.

following words.
for
with
out
of
for
UNIT
Write a letter of application for one of

the jobs advertised on page 38. Give
information about your current position,
previous experience, skills and qualities.
to
1 Do you like working with people?

2 Why not apply
this job?
3 Please send a covering le tte r

head office.
4 Phone us to fin d
m anagem ent scheme.
our
more about the
5 Contact us _____ an application form.
6 E xperience_____ a similar project is

desirable.
O
Re-order the words to make sentences.

1 manager/my/necessary/late/stayed/il/line
My line m anager sta ye d la te i f necessary.
2 a/report/colleague/criticised/has/poor/
been/for/writing
3 respected/M r Miles/by/staff/is/the/all
4 week/we/last/paid/were/overtime
5 is/delegation/working/important/am/I/
where
6 helps/to/good/a/sense/humour/of/it/have
40
UNIT
Business correspondence
S P E A K IN G

How often do you write business letters and faxes?
What is the purpose of the business letters and faxes you write?
R E A D IN G
Laura Miles works at Nova Communications. Look at a letter and fax

written by Laura. What is the purpose of each document?
Dear Ms White
FAX
F u t t o ,o you, telephone call o ^ lu r ,.
To:
I attach our latest brochure and price
HT International Hotels
From:
Laura Miles, Nova Communications
Date:
3 October 2002
If you require any further information,

please do not hesitate to contact me.
Dear Mr Scott
Yours sincerely
Thank you for your fax of 1 October and the information

you sent about your hotel.
I w ould like to enquire whether you have a vacancy
for 13/10/02 - 15/10/02. If so, I would like to book an
en suite single room for these three nights.
Laura Miles
I look forward to receiving confirmation of the booking.

Yours sincerely
Laura Miles
W R IT IN G
|]
Put the following letter phrases into the correct group below. Then add
phrases from the letter and fax above.
Yours faithfully
I enclose ...
Dear Sir/Madam
I am writing (concerning/about/to ...)
If you have any questions, please do not hesitate to contact me.
I hope to hear from you soon.
W ith reference to your letter dated ...
Salutation:
Dear 5ir/Madam
Inviting questions:
Referring to previous contact:
Referring to future contact:
Explaining why you are writing:
Closing:
Enclosing something:
I
41
Laura writes to a company called Training UK about a course they are

organising. Fill the gaps with some of the phrases on the opposite page.
UNIT
S IT U A T IO N S
33 Farlside Street
Seetown ST3 9QW
Tel: 0912 434 545
Fax: 0912 434 653
Mr Samuel Williams
Training UK
21 Hilldown Road
Highfield HF12 8ER
11 November 2002
Use Tzear Sir ,
X>ear Wadaw or
X>ear Sirs and Wooors
fa ith fu lly when
you. do not know
th e nawe of the
other person.
Re: Training Course

1
Dear M r Williams
2
3
your advertisement in Sales Weekly,

express my interest in the course
entitled Sales Direct.
Wou.rs sincerely (S
neu.tra l. Use
6 est/K in d regards,
e a g rd s . or 6 e s t
wishes to be wore
inforwa!.
Please could you send me further information about the course

(when and where it will take place, how much it will cost, w hat
it covers etc.).
4
soon.
Laura Miles
Laura receives a letter from Training UK. What mistakes does the
writer make? Improve the letter.
Dear Ms Miles
Re: Sales direct
W ith X reference to your letter o f 11 November, I like to write to
inform you that the course Sales Direct is taking place on
kino, i
letters and -raxes, avoid
contractions (hasn Y,
didn t etc \ and inforwal
lan<û.a<ê ( oK, really,
nice . j e t etc \.
T t is b e s t to u.se a
neu.tra! stifle.
3-4 December at our main office at 34-37 Lansdown Gardens.

The cost will be 250 per person.
I am enclose a copy o f our latest brochure, which outlines in detail
the content o f the course and the programme for the two days.
If you would require any further information, please not to hesitate
contacting me.
I look forward to hear from you.
Yours faithfully
Samuel Williams
42
UNIT
S IT U A T IO N S
Put the following letter phrases into the correct group below. Which is
the most informal phrase in each group?
We would be grateful if you could ...
I am grateful for ...
Perhaps you could ...
I regret ...
I suggest ...
I am afraid ...
How about ...
Would you like me to ...

Please could you ...
Itd be good if you could ...
Im really sorry but ...
Thank you for ...
Shall I ...
Thanks for ...
Do you want me to ...
Offering:
Would you like me to ...
Requesting:
Apologising:
Thanking:
Suggesting:
I
Q
After the training course, Laura writes a fax to a potential client.

Make the fax more formal.
FAX
To:
From:
Ms Sandhu
Date:
5 December 2002
Laura Miles, Nova Communications
Dear Ms Sandhu
Thanks for your letter. I'm really sorry for the delay in replying
but I've been away on a training course.
Here's the brochure you requested. Do you want me to come
and talk to your staff about the different services we offer?
H ow about Monday? It'd be good if you could ring me to
discuss arrangements.
Regards
Laura Miles
El
Think of a business letter you need to write. Decide the following and
then write a letter or fax.
Who you are writing to
What the purpose of the letter/fax is
What useful phrases you will need to include
Exchange your letter/fax with a partner and give each other feedback.
Then write a letter/fax of reply.
What letter closings could you use with

the salutations on the left?
Dear Sir/Madam
Dear Sirs
Yours fa ith fu lly
Find and correct the mistakes in the letter.
Margaret Stanley
9 Giles Road
Wintonchester
WT1 9RG
Dear Mr Gray
Dear Ms W hitehead
UNIT
Key Training Skills

1 Harper Crescent
Wintonchester
WT1 2PT
3 February 2003
Dear Jan
Dear Marco
Re: Training Course

Dear Ms Stanley
Complete the sentences appropriately.
With reference to your lettei0I like to confirm that our

training course will take place at 13.30 on 21 March at
our main office. I enclosing a copy of the agenda.
1 I enclose my CV._________ _
2 I am w ritin g _____________________
If you would have any questions, please do not

hesitate contacting me.
3 If you have any questions, p le a s e __
Look forward to see you.
4 I look forward t o __________

S-Vigve T~cxw^s
5 With reference to your letter

6 I would be grateful if you could
n
7 I r e g r e t_____
8 Thank you for
0
Make the letter more formal.

Mr J Bird
Helix
1 Park Gardens
LONDON SW1 10P
Complete the fax.
HQE
4 Tern Road
Silcombe
S12 3PT
7 March 2003
To: Anna Pilbeam
Dear Mr Bird
From: Jay Adler
Thanks for your letter about meeting up. I'm really

sorry but I can't make Monday. How about Tuesday?
By the way, do you want me to bring anything to the
meeting? It'd be good if you could call me.
Date: 21 January 2003

Re: Meeting to discuss the information you requested
Dear Ms Pilbeam
Further 1t p your fax 2_
ask if 14____
Best wishes
10 January, I am writing
C w ynefh O R ile y
visit you at your office some
time next week.

,5
three pages with the information you
requested but think i t 6---------- be useful to explain it

in person.
I lo o k7__
.to 1
Yours sincerely
'Saxj Act-Ler
from you soon.
You want to book conference facilities.

Write a letter to a hotel:
thanking them for sending their
brochure
asking about availability
stating the facilities you need
asking them to confirm the price.
44
UNIT
S K IL LS
Effective e-mails
SPEAKING

W hat do you use e-mails for?
How (if at all) does the style of your e-mails change depending on your
purpose and your reader?

Why have e-mails become so popular in business?
What problems do people experience with e-mails?
What advice would you give other people about writing e-mails?
L IS T E N IN G
Jane Howard, a magazine editor, speaks about the growing use of

e-mails in business. Listen and make notes on Janes answers to
the questions in Exercise 2.
u x
Communications
Jane Howard
Editor
SPEAKING
45
tel: 024 7641 6946

address: 101 Baginton Road,
Coventry CV3 6FR.
email: jane.howard@lineone.net
Do you follow the advice Jane suggests when you write e-mails?
Why/Why not?
WRITING
Look at the e-mails. What mistakes discussed in the interview with Jane
do the writers make? Improve the e-mails.
To:
From:
Subject:
all staff
Laura Baker
meeting
To all staff
Please not that the sales meeting sceduled for 13th june is canceled due to
unforeseen circumstances.
I propos we reschedule the meeting for hte following week and would be
greatful if you could let me now which days/times would be suitable for you.
Please also let me know
To:
markusbraun@tonline.com
From:
s.r.reiley@sto.co.uk
Subject:
Dear Mr Brown
We have recieved your application form for the above position. You will have an
interview on Friday 3rd July at [[insert time]]. It will be held at 145 High Street,
Exton. Please bring photocopies of your examination certificates and TWO
EMPLOYERS' REFERENCES. I attach a map of the area.
Yours faithfully
Simon
Personnel Asistant GCR Ltd
READING
Luke Smith writes to complain about a faulty computer. Compare two

versions of his e-mail. Which is most effective? Why?
To:
From:
Subject:
petrajackson@ivg.com
l_smith@cfr.co.uk
Ms Jackson
I've written to you loads of times already to ask for a new laptop for the faulty
one I bought from your company last week, but you've still not got back to me.
Do something about it NOW!! If you don't take action straight away, I'll get in
touch with the Consumer Association.
Luke Smith
To:
petrajackson@ivg.com
l_smith@cfr.co.uk
Subject: Faulty Computer
From:
Dear Ms Jackson
I am writing concerning the faulty laptop computer I purchased from IVG last week.
Despite numerous requests for a replacement, I have not yet received a response.
Unless action is taken by IVG immediately, I will contact the Consumer Association
and ask them to pursue the matter on my behalf.
Yours sincerely
Luke Smith
UNIT
S K IL L S
'V ,
UNIT
S K IL L S
Look at the direct phrases from Lukes first e-mail. Write the indirect
equivalents from his second e-mail.
\jdken writinj a letter

or e-wail of
dowplaint, be darefuJ
aboud y0^"
T y0^
Tke reader way
ass^we you. are
blawincj. k iw i her
Direct
(the laptop) 1 bought from your company
personally.
Indirect
(th e la p to p ) 1purchaeed from IVG
youve still not got back to me

if you dont take action
A/ways consider tke
reader when you.

are writing, e-wads
Tor business. before
sending an e-w ad,
dhedk tk a t it is not
too inforwat, direct
or u.ndiplowatid.
Less formal
More formal
1 bought
1purchaeed
Write an e-mail from IVG to Luke Smith.
EG
47
Write down any less/m ore formal equivalents you can find in Lukes
e-mails.
Apologise for the delay in replying

Offer a replacem ent
Suggest a delivery date
Ask him to confirm the date is convenient
Then exchange your e-mail with a partner and give each other feedback.
11
Look at an e-mail to a Customer Services

Department. Is it appropriate? Improve
the e-mail.
Write an e-mail to your boss:

asking for time off
explaining the reason for your request
promising to make up the time.
t3 0
Previous 3- Next |
Reply ^Forward | ^Delete | p
To:
customerservices@supacomputers.com
From:
jpscott@cnet.co.uk
Subject:
Complaint
Date:
3 April 2 0 0 3
UNIT
Q ,nbox "r
I w ant to complain about the computer you

sold me last week.
You told me I'd bought a really powerful
machine. That's rubbish! It's VERY SLOW!!!
I want you to do something about this. If
you don't, I'll call the Consumer
Organisation.
JP Scott
Q
Q
Write an e-mail to a colleague who has

recently returned from a conference:
Now write an e-mail to a Customer

Services Department complaining about a
product that you bought recently.
enquiring about the conference

apologising for cancelling your last lunch
date together at short notice
suggesting a new time, date and place
you have lunch together.
Previous
Q Next
Reply
^ F o r w a r d j ^ D e le t e I
fp
as
Qi,nbox,r
To:
From:
Subject:
Date:
48
LANGUAGE
SKILLS
R E A D IN G
Strategies for reading

D Discuss the following questions.
S P E A K IN G
W hat do you read in English? Why?

What do you find difficult about reading in English?
B Look quickly at the layout of the extract on the opposite page. Where do
you think it comes from? Why?
R E A D IN G
Read the extract as quickly as you can. What is it about?
Note down the advice given about the following strategies for reading.
Preparing for reading

Considering purpose
Using topic sentences
Understanding meaning from context
S P E A K IN G
Discuss the hand-written notes.
R E A D IN G
The writer of the extract leads workshops on improving reading skills.

Look at part of a workshop handout. Complete the tasks.
What do these prefixes mean?

de-
bi-
over-
co-
What kinds of words have these suffixes?

-ly
-ness
-er
-able
-or
-ment
-ee
Brainstorm ten words related to these topics.

business travel
finance
What do you think might follow this topic sentence?

The MD went on to explain the reasons behind the fall in the
company's share price.
Complete this sentence.

Although the pharmaceuticals industry is doing well, LTC
reported that sales of its products ...
S P E A K IN G

How useful do you find the strategies discussed in the article?
W hat other strategies could you use to help you read more effectively?
49
SKILLS
R E A D IN G
hen you first approach a text,

start
by asking
yourself
Why am I reading this? W hat do I
want to get out of it? Knowing your
purpose will help you select the most
effective strategy for getting the
you negd, for example,
skimming or scanning.
d
: ir. 'm d
-x
ftrm
"t C rrjy^Mj 11
' j a n tx tn j" ?
fY U jk t
> n e t d -to
.VTV^ //I
.*
M c ih e r
wurr
diey need to
'understand every word im crder to get
ext - but thats not
always true. Think back to your
purpose in reading. Do you really need
to understand every word? If not, try
and ignore any difficult-a^'da and s e e
whetherjheÊntence or paragraph will
make sense.
erf
- "i*n Agip
>rv<
r-? s Afyf
If there are words you really do need to

understand, see if you can work out
their meaning from the context. Can
you work out if the words are positive
or negative? Sometimes breaking
words down can help you work out
their meaning. Take rebuild, for
example: the prefix re- often means
again, so rebuild means build again.
While prefixes often provide guidance
about meaning, suffixes can indicate
the kind of word youre looking at, for
example -ity, as in indemnity, indicates
the word is a noun.
LANGUAGE
But hefora-wm-get to this levelo f detail,

-tiy'fo get an overview of a texLL(?t>k at
ah ^ p ictu res supporting the te x t/D o
they help yotl to make sense of it?
Consider what you know about the
topic already. You could even try
brainstorming words and phrases
linked to the topic to help you prepare
for the type of vocabulary you might
encounter in the document.
Use other prediction techniques. Read
the first sentence - often called the
topic sentence - of each paragraph as
this gives a good idea of what the
paragraph will be about. All the topic
sentences together should summarise
the whole text. Also, after youve read
each paragraph, pause and consider
what will come next. This is a good
way of checking youve understood
what youve just read and can help you
predict what youre about to read.
Linking words can also help you find
your way around a text. They guide
you as to the relationship between the
writers ideas. Are the ideas contrasting
or are they supporting, for example?
Punctuation can also help. W hat do
you expect after a colon?
50
LANGUAGE
SKILLS
W RITING
Strategies for writing

S P E A K IN G
What makes an effective piece of writing?
R E A D IN G
Read the article below about writing an effective job application letter.
Note down the advice given under the following headings.
Purpose
Audience
Organisation
Layout
Getting your CV noticed!

A good covering letter introduces you to the employer, explains why
you are one of the best candidates applying for the job and demands
a response. Ensure your covering letter achieves its aims by
following our tips below.
HE CONTENT of your letter
should cover your main points:
in this case, what you can do for
the company and how the company
needs what you have to offer. Many
job-hunters spend all their time telling
companies about themselves when they
should be concentrating on how they
will benefit the company. Put yourself
in the position of the employer. What
information would you be looking for?
Structure your letter so that each part
achieves a particular goal. State the
purpose of your letter in your opening
paragraph. Keep the letter organised.
Decide on the focus of your letter and
ensure that all points reinforce the
topic.
Draw attention to your skills and
qualifications by bolding them or
indenting them in lists with bullets. Use
these kinds of emphasis just enough to
make the highlights stand out when the

reader skims your letter quickly.
Keep the letter short. Keep it simple
and clean. Use no more than a dozen
lines and preferably five or fewer per
paragraph. Vary the sentence length.
None of the sentences should be very
long but you dont want a staccato
stream of very short sentences. One
page is the maximum for letters.
Read through your letter before you
send it. Have you expressed yourself
clearly? Is there anything missing?
Have you included irrelevant details?
Are you too informal? Once you are
happy with your letter, proof-read it
for any errors; writing like a
professional assumes that your letter
contains no spelling, typing or
grammatical errors. Job applicants are
frequently de-selected because of such
mistakes.
A d a p ted from an article by Ian Wylie, The Guardian, 16 June 2001 Guardian
S P E A K IN G
How useful do you consider this advice to be? How would this advice be
different (if at all) for:
other types of letters (e.g. asking for information)?
other types of writing (e.g. e-mails, reports)?
51
Read the job advertisement and a letter of application for the clerical
vacancy. How effective do you think the letter is? Improve it.
Vacancies
m
SKILLS
LANGUAGE
W R IT IN G
16/2/02
23 Market Street
Shipton SH11 3CF
Clerical assistant and accountant

required for busy local company
Interested?
Tel: 02354 346738

Dear Mike
I've just seen your job advert in the paper and
w ould like to apply for it. Over the last ten years,
I have worked for a num ber of large companys in
the area.
If so, send your CV and cover letter to:

Mike Smart (Personnel Manager)
LTSE Communications
34 High Street
Shipton SHI0 8SW
Remember to state the position you are applying

for and include details about your qualifications,
skills and relevant work experience.
I was born in London but moved to Shipton when

I was 12 and have lived here ever since. I speak
French fluently and am currently taking a course
in Spanish at Henbury College. If you w ould like
any more information, please do not hesitate to
contact me.
Thanks
Another applicant has applied for the same job and has been invited to an
interview. Read his e-mail to the Personnel Manager, Mike Smart.
Previous ~ 4). Next ^
George Hunt
Reply 5^ ReplyAll i||| Forward j
Flag ^ Print lÊdit ^Delete
EDB
^ Inbox
To:
Smart, Mike <mikesmart@LTSE.com>
From: Hunt, George <georgehunt@broadnet.com>
Date: 28 February 2002
_L
Hi
Thanks for your letter but I can't come to the interview on Monday. This is
because I have been unwell and I have to go the doctor again on Monday.
I did try to change the appointment but the doctor said it wouldn't be
possible - so do you think it would be ok if I came to see you on a different
day - like Wednesday maybe, or Thursday, although I can only make it in
the morning because I am busy in the afternoon. Anyway, must go.
George
Now rewrite the e-mail to make it more effective. Then exchange your
e-mail with a partner and give each other feedback.
Q
Write a reply from Mike Smart to George Hunt.

52
SKILLS
LANGUAGE
Strategies for listening

S P E A K IN G

Is listening a passive skill?
Is there a difference between hearing and listening?
R E A D IN G
Read the article on the opposite page about effective listening. What does
the writer say about the following?
Preparing for listening
Being an active listener
Making notes during listening
How could you complete the gaps in the article?
S P E A K IN G
Now discuss the following questions.
In w hat kinds of situations do you need to listen to English?

W hat do you find difficult about listening to English?
W hat strategies do you use to help you to listen effectively?
W hat can you do independently to develop your listening skills?
L IS T E N IN G I
A man is telling a colleague about a conference. Listen and decide if the

speakers are listening actively. Give your reasons.
S P E A K IN G
Work in pairs. Tell each other about an event you have recently attended.
Listen actively.
Work in groups. Look at the examples on page 153 of different formats

used to take notes. What are the advantages and disadvantages of each
format? Discuss how you take notes.
L IS T E N IN G 2
SPEAK IN G
You are going to listen and take notes as a department head outlines
reasons for and objections to proposals for improving the working
environment. What note format will you use? Listen and take notes.
Compare your notes in groups. Which were the most effective? Why?
Now discuss how you could spend 5,000 improving your working
environment. The following phrases may help you. Use the advice about
active listening in your discussion.
I suggest we
% suggestion is to ...
One idea is to ...
The problem is th at ...
The main objection would be ...

While this would enable us to .... it would ...
more effectively? This depends of
with
course on whether or not you are
presentation, don't panic. There are still
able to interact with the speaker. Such
things you can do. Start by preparing
interaction might be possible in business
yourself for what you might listen to. Ask
situations like meetings or when socializing
yourself questions in advance. W hat do I
over a business lunch. In these cases, take
already know about the subject? W hat
the initiative - be an active listener. Check
terminology and phrases might be used?
you are following what is being said. For
Can you predict what the speaker might
example, you could say "Sorry, I didn't
say? Most importantly, can you decide the
quite catch tha t". It might be that you are
reason for your listening? Is it enough for
not familiar with the ideas or terminology
you to
being used, in which
meaning? Should you be listening out for
case check that
you have understood the speaker correctly

by asking
"Does
that
mean
...?"
or
the
speaker,
e.g.
at
formal
understand the gist or overall
specific information?
As you listen, continue to be active. Can
" _____________________ . If you cannot
you understand the meaning of the words
actually hear what is being said, perhaps
from the context? Can you understand
due to external noise, don't be afraid to
what the speaker is talking about overall?
say so, e.g.
"Excuse me, please could
Listen out for signals indicating where
you
speak
bit
or
the main and supporting points come.
" _____________________ ". If the speaker
For example, the speaker might say "The
is speaking
most
too
more
quickly
loudly"
for
you,
say
something like "
important
"
thing
is
..."
or
_______ ". Listen to the
to ask them to slow down. Check your
speaker's use of intonation to help you
general
work out meaning, e.g. rising intonation is
understanding of the speaker's
meaning by saying "So, what you're saying
used in questions and to show interest.
is that ..." or " ______________________".
You might decide to make notes as you
Is one of your weaknesses the fact that
listen. There are many advantages of taking
you are a better speaker than listener?
notes. They can help you to concentrate on
Don't be! Show the speaker that you are
what you are listening to and help you to
taking an active interest and following
organize the ideas you hear. Think though
contact
why you are making notes - this will help
and use body language (e.g. nodding)
you decide the kinds of notes which will be
and
most
the
conversation.
comments
Make
such
as
eye
"I
" _____________________ ".
see"
You
or
could
suitable
frequent
tasks,
for
like
your
purpose.
listening
to
For
your
also echo or rephrase what the speaker
voicemail, you can use a standard form to
says, e.g. if the speaker is telling you
give a framework to your note-taking. For
how well product development is going,
lengthier
you
presentation you will need to use different
might
say
something
like
"So
you're making good progress then"
or
" ________________________ Alternatively,
SKILLS
If, however, you are not able to interact
LANGUAGE
o, how can you help yourself to listen
listening
situations
like
forms of notes.
Finally,
evaluate
your
performance
you could ask follow -up questions. For
regularly, revising the strategies that you
example, if the speaker says "Then I went
use. Take opportunities to develop your
to the US", you could ask "Really, when
listening skills, e.g. engage in conversation
was that?" o r " _____________________
and consciously practise active listening.
54
S P E A K IN G
Strategies for speaking

SPEAK IN G
What do you think makes a good communicator? Do you consider

yourself to be a good communicator?
R E A D IN G
Read the magazine review below and answer the following questions.
What does Jason Marlow believe are the key elements of effective
communication?
What is the most significant factor in effective communication, according
to the latest research?
MAGAZINE
C o m m u n ic a t in g
in
u s in e s s
is an
aw ard-w inning magazine published
monthly, designed to help people
com m unicate m ore effectively in a
wide range of business situations
(telephoning custom ers, chairing
meetings, greeting visitors, giving
presentations etc.).
C o m m u n ic a tin g
in
REVIEW
Business
The J u n e edition features an article

by Jaso n Marlow, in w hich he
looks at w h at m akes a good
com m unicator. M arlow starts by
looking at w hat, in ad d itio n to the
actual co n ten t of w h at we say, he
considers to be the three key
elem ents of com m unication:
The language we use (e.g. the
appropriateness and accuracy of the
w ords, phrases and gram m atical
stru ctu res w e choose to use)
The w ay we use the language (e.g.
o u r tone of voice, how fast we
speak, o u r in to n atio n , w ord stress,
w h eth er we hesitate, o u r use of
pauses, our accent)
O u r body language (e.g. o u r use of
eye contact, the way we show
interest in w hat is said to us).
M arlow goes on to say th at w hile we

m ay th in k th at in order to
com m unicate effectively we m ainly
need to have som ething to say and
the w ords, phrases and gram m ar to
say it, this is n o t actually the case. He
quotes a n u m b er of recent research
papers w hich claim th at it is n o t the
language we use b u t the way we use
the language th at is im p o rtan t in
effective com m unication.
In the final section of the article,
M arlow highlights the fact th at the
areas discussed pose considerable
challenges
to
native
speakers
w orking in business situations - b u t
that these challenges are even greater
for those w orking in a foreign
language, such as English. The July
edition prom ises to give b o th native
and non-native speakers of English
useful strategies to help them
develop their co m m unication skills,
for exam ple:
Planning w hat you are going to say
Videoing yourself an d analysing
y o u r body language

Why is each of the three areas im portant w hen communicating in
business? Give some examples from your own experience.
Do you agree with w hat is said about effective communication?
Why/Why not?
Think of more strategies for developing communication skills to add to the
list in the magazine review.
Look at the following words used at the start of a meeting. Put the words
into the correct stress pattern below.
meeting
review
oO
promptly
feedback
marketing
discussion
Oo
success
discuss
Ooo
agenda
brochure
everyone
perhaps
0O 0
meeting
Qj
Read an extract from the start of the meeting. Divide the extract into
sentences.
good morning everyone thank you fo r getting heretso prom ptlyJets get
started shall we the aim of todays meeting is to review the success of
our latest marketing brochures and to discuss our plans for the next
three months ! hope youve all received the agenda if not there are
plenty of copies here on the table just help yourselves as you can see
the first point is to think about the feedback weve received so far on
our brochure perhaps youd like to open the discussion Samantha
Now underline any words and syllables that you would stress. Mark (/)
the places where you would pause.
LISTENING
Listen to how the extract is spoken by your teacher. Are the stress and
pauses as you expected?
SPEAKING
Work in pairs. Practise reading the meeting extract above. Take care to
use appropriate stress and pauses. Give each other feedback.
Fi
Work in groups. Discuss how effectively staff communicate with each

other in your organisation. How would you improve this? One person
should open the meeting and summarise your groups recommendations
at the end.
LANGUAGE
SPEAKING
SKILLS
S P E A K IN G
FOCUS
Adjectives and adverbs

AW ARENESS
Choose the correct form of the adjectives and adverbs in brackets.
1 The share price dropped (significant/(^jgnificantj^)) between 1997 and 2000.
2 There was a (sharp/sharply) fall in the value of the dollar in 1999.

3 Sales went up (steady/steadily) over the three-year period.
4 Shareholders were (extrem e/extrem ely) disappointed by the
(considerable/considerably) decrease in share prices.
5 Unemployment has risen (dramatic/dramatically) over the past three years.
6 The company performed very (good/well) last year.
7 Inflation will probably rem ain (constant/constantly) next year.
8 Salaries rose (unusual/unusually) quickly last quarter.

A djective
quick
steady
dramatic
A dverb
quickly
steadily
dramatically
A djective
good
fast
hard
late
but ...
Adjectives
We use adjectives:
A dverb
well
fast
hard
late
Adverbs
We use adverbs:
before nouns
There was a steady increase in profits.
after verbs
Profits increased steadily.
after some verbs (be, seem, remain, stay etc.)

Sales remained slow throughout the period.
before adjectives
Sales were really high last month.
before other adverbs
Unemployment has risen surprisingly quickly.
PRACTICE
Write a sentence to describe each graph. Use the correct form of the
words in brackets.
1
Price of oil
Jan
House prices
Jan
Dec
Sales
Dec
The price o f oil fell sharply.

(fall/sharp)
(stay/high)
(be/extreme/good)
Unem ploym ent
Jan
(go up/dramatic)
57
Dec
Share price
Dec
(rise/surprising/quick)
Inflation
Jan
(remain/stable)
Dec
FOCUS
2
A rticles
AWARENESS
Look at the sentences. When do we use a and the ?

I w ant to become a lawyer.
The lawyer representing me is excellent.
Look at the sentences. When do we use no article (0 ) and the ?

Generally I like working with people.
The people in the Sales Departm ent are difficult to work with.
Look at the phrases. When do we use a and an?

a good job
an established company
a European country
an hourly rate
A /A n (Indefinite article )
We use a/an when we refer to:
Th e (D efin ite article)

We use the when we refer to:
general singular countable nouns

WeVe got a meeting at 2pm.
unique nouns
The sun rises in the east.
jobs
Im an engineer.
nouns which are defined

Thats the computer that cost 2,000.
We use an (not a) before words beginning with vowel

(ia,e,i,o,u) sounds.Think about the sound not the spelling.
My colleague has an interesting job.
We had to wait for an hour.
I work for a university in Paris.
general plural nouns

I like working with people.
the United States

the European Union
the Netherlands (= the low lands)
general uncountable nouns

Life is getting more difficult.
superlatives
Yvonnes the best boss Ive ever had.
Nam es
We do not usually use an article when we
refer to names. But we use the if we form
the name with an adjective + noun.
N o article (0 )
We use no article when we refer to:
P R A C TIC E
nouns which have already been mentioned

Ive got a letter and an e-mail to write.
The e-mail will be easier to do first.
Complete the e-mail with a, an, the or no article (0).
Tamsin
Thanks for offering to help out w hile I'm on leave. 1(g) things aren't normally very busy in A ugust so
you shouldn't have too much to do. Firstly, could you send 2
e-mail to Mike to see how he's
getting on w ith 3_______report that I asked him to do? Could you also ring Kari in \
Finland and
check i f 5_______ package I sent him last w eek arrived OK? You'll see 6______ advert
on 7___main
desk in m y office. It's for 8
sales conference in 9_______ Czech Republic. Do you think you could
send 10
letter to 11______ company organising it asking for 12_______ information about it? Finally,
I'm expecting 13_______client from 14________ LTW Ltd to call to arrange 15
meeting. 16
best
day for me w ould be 17_______ Wednesday but look in m y diary if that's not possible for him.
Thanks again for all your help.
Marie-Louise
58
FOCUS
Comparatives and superlatives

AWARENESS
fl

th e
1 Janet inm ost experienced salesperson in the company.

2 Property is more cheaper here than in London.
3 My company sells the more expensive furniture in the country.
4 Julian came to the office so fast as he could.
5 Maria arrived at the office more early than usual.
6 Michael isnt as well-qualified than Jonathon.
7 I get paid less now that I did 10 years ago.
8 The more cars he sells, he gets paid more money.
Comparatives and superlatives t

fast
expensive
easy
good
bad
far
O n e syllable
Two o r m o re syllables
Adjectives ending in -y
Irreg u lar form s
faster
more expensive
easier
better
worse
farther/further
the
the
the
the
the
the
fastest
most expensive
easiest
best
worst
farthest/furthest
N ote the words we use around comparatives.
We can add words to show the degree of comparison.
Jillis m ore experienced th a n Peter.

Hes as well-qualified as she is.
We arent as optimistic as you are.
The business is m uch/a lo t/fa r bigger than five years ago.

Its a b it/a little better than I thought.
I now earn tw ice as much as I used to.
It isnt h a lf as good as Id expected.
If tw o comparatives are related, we can use the ...,the ....

The more quickly we work, the earlier well be able to leave the office.
PRACTICE

1 My current job is much
interesting than the last one.
2 I work for JTS, t h e _________im portant company in this area.

3 _________best way to learn a language is by living in the country.
4 The meeting on Monday lasted two hours. Todays will be e v e n __
5 Jane hates her job. She says its t h e ________ job in the world.
6 Doing this job isnt ________ difficult
I expected.
7 Our productivity should b e _________higher - at least 40% higher!

8 The more time we spend on the project, t h e ________ it will be.
9 Last y ears conference w asnt as g o o d _________________________
10 My current job is more in terestin g ____________________________
11 Ive never had such a good job. In fact, this is t h e ______________
12 The more money I e a r n ,_____________________________________
59
AWARENESS
FOCUS
Countable and uncountable nouns

Underline the nouns in the following dialogue. Put them into the correct
group below.
How did the marketing seminar go last week?
It was disappointing.The training centre was very nice - but the course
itself wasnt very good at all. Paul, the trainer, gave us far to o much
information all at once. He gave us tw o big files as soon as we walked
in - then just talked at us. When he told us stories about his own
experience, it was interesting - and at times he gave us some good advice.
But basically, there was too much paper, too much talk by the trainer - and
it was boring. Some of the sessions lasted tw o hours - but nobody can
concentrate fo r that time! The food at lunchtime was O K and the coffee
during the breaks was excellent - but thats not what I went there for!
Well, I know a really good company that offers brilliant training. N ext time,
ask me before you book anything.
Countable
Singular
Uncountable
Plural
sem inar
Countable nouns
Countable nouns can be singular and plural.
Uncountable nouns
We cannot use uncountable nouns w ith a o r an.
I attended a seminar last week.

The trainer gave us two files.
We received an important advice.

We received some important advice.
A singular countable noun cannot exist alone.
Uncountable nouns do not have a plural form.

They always take a singular verb.
I know company that offers good training.

I know a company that offers good training.
We can use countable nouns after determiners
such as many and a few.
Too many informations were given.

Too much information was given.
We can use uncountable nouns after determiners
such as much and a little.
See also Focus 5 fo r more information about determiners with countable and uncountable nouns.
Note that some nouns can be countable and uncountable - with different meanings.
I got a paper. (= a newspaper)
I got some paper. (= several pieces of paper)
60
P I
FOCUS
4
P R A C TIC E
Are the following nouns countable or uncountable? Put them into the
correct group below.
employee
job
water
work
advertisement
office
meeting
information
accommodation
car
manager
traffic
advice
computer
permission
newspaper
equipment
Countable
progress
advertising
weather
news
Uncountable
employee
Make sentences using these nouns.

course
manager
advice
permission
information
company
job
accommodation
traffic
news
work
equipment
1 ____________________________________________________________
2 ____________________________________________________________
3 _______________________________________ ____________________
4 ____________________________________________________________
5 _______________________________________________________________
6 ______________________________________________________________________
7 ____________________________________________________________
8 ______________________________________________________
9 ____________________________________________________________
10 ____________________________________________________________
11 ____________________________________________________________
12 ____________________________________________________________
61
Determiners
AW ARENESS
FOCUS
A manager talks about problems at the museum where she works.

Find and correct the mistakes.
a lo t o f
Usually we see jmrcft people here this time of year - but weve only had
a little visitors at the museum today. Maybe this is because although we
ordered attractive new posters before the start of the season, we didnt
receive some in time for our opening! So weve had to use the old ones.
Also, maybe we should have ordered new brochures. We had a lot of
them a few weeks ago - but now theyre both gone.
We use some determiners only with countable nouns and others only with uncountable nouns. We can use
certain determiners (e.g. a lot of) with both types of noun.
Countable nouns
How many posters have we got left?
We had a lot o f brochures last month.
Uncountable nouns
We haven't spent much money on advertising.
We experienced a lot o f difficulty with our new posters.
Sometimes determiners cause problems because of confusion about meaning.

I don't like some/any new advertising material.
some = an unspecified quantity

any = a complete lack
Both/All o f the brochures are gone.
both = two
all
~ more than tw o
PRACTICE
many
Complete the tables.

much
a lot of
a few
some
any
a little
Singular
countable
Plural
countable
/
/
Uncountable
a/an
the
Singular
countable
Plural
countable
Jncountable
62
Choose the correct words in brackets.

P re v io u s j> N e x t w ^ R e p ly
R e p ly A ll ^ F o r w a r d
1rf * F l a y
^ Jp rirr t
E d it ^
D e le te j P
To:
sue@fastmail.com
From:
janelittle@atl.com
Subject: hi there
Hi Sue
How are you?
I haven't got
1(îuc^)/many)
work to do at the moment so I thought I'd
write 2(a few/a little) e-mails in my lunch hour. I share an office with two
other people and 3(both/all) of them are on leave, so it's boring here
today! But I know that will change soon and I w on't have 4(some/any)
free time when the new project starts!
Anyway, did you receive 5(that/those) information I sent you about jobs
here in Oxford? Nearly 6(all/every) advertisement for IT jobs that I see in
the local paper is looking for people with your skills. So I'm sure you
could get
7(a/some)
job in Oxford quite easily.
Do write soon.
Bye for now.
Jane
Make sentences about yourself using these words.

a little
some
1
2
3
4
5
6
7
8
9
10
all
a lot of
any
both
a few
each
that
much
many
every
6
Gerunds and infinitives
AW ARENESS
Choose the correct form (gerund or infinitive) of the verbs in brackets.

1 C ^ to
live) n ear your workplace isnt always a good idea.
2 My boss agreed (le ttin g /to let) me take the day off.
3 He apologised for (being/to be) late for the meeting.
4 Roberto has arranged a meeting in order (discussing/to discuss) sales.
5 We shouldnt risk (delaying/to delay) the product launch.
6 Its very useful (speaking/to speak) a foreign language.
7 (Sitting/To sit) at your computer all day without taking a break is bad for you.
8 I advised my colleague (travelling/to travel) to the exhibition by car.

Gerunds (verb + -/ng)
We use gerunds:
Infinitives (to + verb)

We use infinitives:
as nouns
Working nights isn't very popular.
to express purpose
I changed jobs to get wider experience.
after prepositions
I'm interested in getting a job in Spain.
after adjectives
It's good to see you again.
after certain verbs

I suggested starting the meeting early.
after certain verbs

My boss promised to extend my contract.
These verbs are often followed by a gerund.
These verbs are often followed by an infinitive.
admit
avoid
begin
continue
delay
deny
dislike
enjoy
V erb + infinitive
/ need to think about that
V erb + o bject + infinitive

He asked me to wait.
afford
agree
aim
appear
arrange
choose
advise
allow
ask
encourage
expect
invite
finish
mention
mind
miss
postpone
practise
prefer
report
risk
go
hate
imagine
involve
keep
like
love
PRACTICE
start
suggest
decide
demand
hope
intend
manage
need
offer
plan
prepare
promise
refuse
want
order
persuade
remind
tell
warn
C om plete th e e-m a il with the correct form (gerund or infinitive) of the

verbs in brackets.
Hi Selena
Thanks for your e-mail. It was really nice to hear 1(hear) from you again. How are things? My news
is that I've decided
2(leave) my job in order
3(look) for something closer to home. It's
not that I dislike
4(w ork) for A C D b u t______ 5(commute) to London every day is becoming
too much for me. I had hoped
6(get) a transfer to a branch closer to home. But even though
I keep o n
7(ask) my boss
8(find out) what opportunities there might be, nothing
happens. I'm interested i n
9(get) a job that uses my marketing qualifications and have been
looking at job adverts in the paper. But I don't think it's going to be easy
10(find) the kind of
job I'm looking for. Anyway, do let me know if you hear of any job that you think might suit me.
Bye for now.
Bess
Imperatives
AW ARENESS
Read some instructions from a computer training manual. Underline all

the imperatives (positive and negative).
How
o
TO CREATE A NEW W O R D DOCUMENT
From the Start menu, first click on Programs and then select
Microsoft Word. This will open a new Word file for you to use.
Next, choose File in your toolbar and hit Save as. Remember to
save your new file in the M y documents folder on your C drive and don't use a name you're likely to forget!
Now start writing - but don't forget to keep saving your work
regularly. To do this, just hold down the Control key {Ctrl) and hit 5.
Imperatives take the same form as infinitives (w ithout to).

Positive
Ask me if you have any questions.
Remember to save your work.
Close down all files before switching
o ff your computer.
P R A C TIC E
Complete the instructions below with the following verbs. Use the
appropriate positive or negative form of the imperative.
report
Repor t
N egative
Do not enter.
Don't forget the meeting at 10 o'clock.
Never turn off your machine without
exiting properly.
turn
smoke
expect
check
leave
to
machines on overnight
Reception on arrival
if you have n 't received your

travel pass yet. It w ill arrive shortly.
delays today of
up to an hour
OFF ALL
ELECTRICAL APPLIANCES AFTER USE

8
in at
Please
least 30 minutes
before departure
in y o u r s ta tio n e r y
Please ________
in
t he wai t i ng r oom
6 f
PLEASE _________
worry
send
o rd e rs to d a y
FOCUS
8
Linking words
AWARENESS
Put the following linking words and phrases into the correct group below.
while
although
furthermore
despite
in spite of
moreover
whereas
but
not only ... but also
both ... and
as well as
however
in addition (to)
Adding ideas
Contrasting ideas
fu rth e rm o re
while
Unking words and phrases

Adding ideas
Our domestic sales have dropped. In addition, sales to the Middle East have fallen.
Moreover,
Furthermore,
The company is taking on more staff both in the Sales Department and in HR.
not only
but also
As well as setting up new branches in the US, we are (also) going to open a branch in Spain.
In addition to
Contrasting ideas
Allen & Mills have expanded but this has not led to increased profits for them.
Their products are o f a high quality. However, they are still too expensive.
Although profits are currently falling, we are optimistic about the future.
In spite o f taking on extra staff, we were unable to achieve our production targets for the month.
Despite
Profits are still falling whereas turnover is starting to increase,
while
See Focus 12 fo r information about the use of commas with linking words and phrases.
PRACTICE
Complete the sentences with an appropriate linking word or phrase.

1 Analysts predict a record year for both the media and tourism sectors.
2 __________ sales have been satisfactory recently, the long-term outlook
for ITK International is not good.
3 We are planning to e x p a n d __________ the num ber of branches we are
opening but also the num ber of countries we operate in.
4 __________ analysts expectations, SHPs share price has fallen sharply.
5 The num ber of employees at the Paris branch has increased only slightly
__________ the Munich branch has seen num bers rise significantly.
6 ATC has recently received the Exporter of the Year a w a r d .___________ ,
it has just won its largest export contract ever.
66
FOCUS
Past continuous
AWARENESS
A woman talks about a visit to a restaurant. Read the extract and

u n d e rlin e the examples of the past continuous.
W hile I was having lunch in a local restaurant the other day, I saw one of
my colleagues. She was sitting with a group of friends a couple of tables
away.They werent being noisy - but I could more or less hear what they
were saying.They were complaining about some of their colleagues and
laughing at their behaviour at work. I was just walking over to say hi when
I heard my name mentioned. W hat was my colleague saying about me?
I decided not to stay and find out!
PRACTICE
Now look at the information below. Decide which use of the past
continuous matches each example above.
iiuii.i.ui.iii.iua
The past continuous has the following forms.
We use the past continuous:
I was waiting for the client to call.

My colleagues weren't enjoying themselves at the
conference.
What were you doing in the boardroom?
to talk about an activity in progress at a specific

time in the past
What were you doing at 9pm last night?
We often use while and when with the past

continuous.We also use when with the past
simple.
While/When I was studying, I started to work
part-time.
I was just walking into the office when the fire alarm
went off.
to talk about an interrupted action

Sue was typing when the computer crashed.
to talk about an activity in progress when
another action to o k place in the past
It was while the company's profits were falling that
I decided to look for a new job.
to talk about tw o activities taking place over the
same period of time in the past
While I was talking, people were taking notes.
CT Complete the sentences with the correct form of the verbs in brackets.
Use the past continuous or past simple.
1 I wae travelling (travel) to work when I g o t (get) a call on my mobile.
2 While S a n d ra
(gve) a presentation in Room 214, Jacob ______ (speak)
in Room 215.
3 At 3pm yesterday, I _ _ _ _ _ (sit) in a meeting as usual!
4 We
(have) lunch yesterday when our b o s s
(ask) to speak to us.
5 Ive just seen John with the manager. I wonder w hat th e y
(talk)
about.
6 Sorry I
(not/be) here when you called. I
(take) the post to the
office upstairs.
7 I
8 While I
67
(still/w rite) up the minutes of the meeting at 10 oclock last night!

(train) the new staff, H a ri
(do) nothing.
FOCUS
Past perfect
AW ARENESS

When I got to the office, a client called.
When I got to the office, a client had called.
We form the past perfect with had + past

participle.
But if the order of the actions is unclear, we use the

past perfect to clarify which action happened first.
By the time I rang my boss, he had left to go to

a meeting.
When I looked at my diary, I realised I hadn't
missed the deadline after all.
Had Simon been to Paris before his visit in June?
If the order of the actions is clear, we can form
every verb with the past simple.
1
We always use a perfect form with by.

I had finished the report by lunchtime.
By the time Marta arrived, Anna had left.
Note th a t'd can be the contraction of both had
and would.
I left a message saying I'd missed the train. (= had)
I'd like to postpone the deadline. (= would)
When I got to the office, a client called.
P R A C T IC E
When I got to the office, a client had called.
Complete the sentences with the past perfect.

1 After Jo had finished (finish) typing the report, she gave it to her boss.
2 I w anted to have lunch with my colleagues but th e y __________
(already/left).
3 My assistant looked really tired. But s h e __________ (not/be) in the office

since 7am like me!
4 I was two hours late for work because I ___________ (miss) the train.
5 ____________ (he/visit) Geneva before last month?
6 I was surprised to hear y o u __________ (not/receive) the books you

ordered.
B
Choose the correct form of the verbs in brackets. Sometimes both forms
are possible.
1 I didnt go to the meeting because my boss (hadnt i n v i t ^ /^ jdnt invjtg) me.
2 When Jane retired, she (d been/was) at the company for ten years.
3 As soon as I (d finished/finished) work, I went for a swim.
4 When I got back to the office, my colleague (had left/left).
5 By the time I got to work, the meeting (started/had started).
6 Before we started writing the report, we (did/d done) a lot of research.

Q
Now write an informal letter using the following words with the past
perfect and/or past simple.
when
after
by the time
before
as soon as
68
FOCUS
I I
Present perfect continuous
AWARENESS
fl
Look at the pairs of sentences. When do we use the present perfect

continuous rather than the present perfect simple?
Present perfect simple
The companys developed a new

product.
My colleagues fixed my computer
today.
Ive phoned my boss eight times
this morning, but I cant reach him.
The companys been developing a

new product.
My colleagues been fixing my
computer today.
Ive been phoning my boss all
morning, but I cant reach him.

The present perfect continuous has the following
forms.
We use the present perfect continuous rather than

the present perfect simple:
I have been living here since last year.

My colleague hasn't been working very hard
recently.
Have you been speaking to Carla?
to stress the process rather than the

product/result of an action.
The company has been developing a new product.
We can use the present perfect continuous in the

same way we use the present perfect simple: to
talk about an activity which began in the past and
is still continuing or has just finished. Sometimes
there is little difference in meaning.
I've worked here for several years.
I've been working here for several years.
P R A C T IC E
to stress that an action has been repeated (note

that we do not say exactly how many times) or
has lasted for an extended period of time.
I've been phoning my boss all morning.
We use only active verbs with the present perfect
continuous. We do not use verbs which describe
states.
Tvc been knowing Pete for many years?
Choose the correct form of the verbs in brackets. Sometimes both forms
are correct.
1 Have you heard? Mr Sanchez (jâs fire d)fhas been firing) Lucia today.
2 Sorry Im late! I (ve run/ve been running). Thats why Im out of breath!
3 They (ve w o rke d /ve been w orking) here for two years.
4 T heres been an accident. Ralph (s fallen/s been falling) downstairs!
5 I (ve read/ve been reading) two books this week already!

6 I hear you (Ve stopped/ve been stopping) smoking. Well done!
7 Most of the workers (have lived/have been living) in this area since well
before the factory opened.

8 I (ve w ritte n /ve been w riting) the minutes of the meeting all morning - and
I still havent finished.
69
Two colleagues have a quick chat. Underline all the uses of the present
perfect. Would the continuous form be possible or better in some cases?
FOCUS
1 1
Hi, Karen.You look well.

Ive just go t back from Mexico. Ive learnt Spanish at evening classes for a
year - so Im really pleased that Ive finally tried it out. Im still not very
good, though.
Lucky thing! Ive never been to Mexico. In fact, I feel as if I havent had a
holiday for years!
Youve worked so hard on this project over the last few months that you
need a break too.
The problem is that Ive nearly used up all my annual leave. But Im so
tired that Ive asked Mike fo r a few days off unpaid. So I hope to go to
France to visit a friend I havent seen fo r ages. Shes English but shes lived
there for some time. Ive tried to ring her to organise it but I cant get
through. So, well see. Anyway, Id better go. Ive w ritten the sales report
fo r to m o rro w s meeting - and Im still only half way through!
OK. Lets have lunch some time and have a proper chat.
Write an e-mail to a colleague who has been away on holiday. Update

him/her on a project you have both been working on. Use the present
perfect simple and continuous.
mm
i> Previous $ Next
Reply ^ Reply All ^ F o rv e rd
1* Ftey
Print J j& M
<J| Delete
W- j
C J Inbox ~
To:
From:
Subject:
70
FOCUS
Punctuation
A W A R E N E SS
Match the pairs.
colon
^ exclamation m ark
semi-colon
full stop
apostrophe
comma
question m ark
P R A C TIC E
Look at the information about the use of commas. Do you know how the
other punctuation marks are used in English?
We use commas to separate:

items in lists
We export to Germany, France, Switzerland and Italy.
We do not use commas to separate sentences.

Instead, we use full stops (or a semi-colon if
wethink the tw o ideas are very closely linked).
the introductory part of a sentence from the main

clause
Although I studied Greek, I cannot speak it well.
Iris
Iris
Iris
linking words at the beginning of a sentence

Profits are up. However, we still need to work hard.
is leavingthe company, she's moving to-Spaint

is leavingthe company. Shes moving to Spain.
is leavingthe company; shes moving to Spain.
We do not usually use commas before that.

I think that we need to discuss a few things.
relative clauses with non-essential information

My assistant offered to work late, which was very helpful.
Some of the sentences contain punctuation mistakes. Find and correct them.
1 I cant believe it!
?
2 How do you usually get to w o rk '
3 My boss suggested that I should leave early,which was nice of her.

4 Ive booked my holiday, Im going to France.
5 You need to speak to two people: Sally Rodgers and Ute Bauman.
6 Despite the fact that we had been behind schedule we m anaged to launch
the product on time.
7 I need to talk to my colleagues.
8 Giorgio needs more training. Moreover he requires closer supervision.
Q
Add appropriate punctuation to the memo.

To:
All staff
From: Bushra Kemp

Please note that the first part of todays meeting will
cover two staff issues motivation and recruitment
Marjorie Newman Jennifer Parker and Selena
Marcos are unable to attend they are on leave
71
13
Relative clauses
AWARENESS
Look at the sentences. When do we use the relative pronouns who , which
and th a t ? When can we leave out relative pronouns? When do we use
commas in relative clauses?
The woman w hos just arrived has an appointment with the MD.
Has the candidate that was offered the job got experience in a similar
position?
I havent had time yet to read the article you mentioned.
The renovation work on the training centre, which started five years ago,
h asnt finished yet.
UHMIJJUIUJJ
We can use the pronouns who, which, that, whom and whose in relative clauses.
We can use both which and that to give information about things.
The letters w h ic h /th a t you need to sign are on the desk.
We can use both who and that to give information about people.
The person w h o /th a t is going to lead the new team used to work with me at MVW.
We can leave out the relative pronoun when referring to the object of the clause.
Do you know anything about the contracts w h ic h /th a t Josef is dealing with?
Do you know anything about the contracts Josef is dealing with?
In more formal English, we use whom instead of who to refer to the object of a clause. Whom is rarely
used in spoken English.
The official to whom you should speak is M r Hays, (form al/written style)
The official (w h o /th a t) you should speak to is M r Hays, (informal/spoken style)
We use whose to show possession.
Jeannette Martin, whose sister already works in HR, is starting here next month.
Defining relative clauses

We use defining relative clauses to give essential
information about a noun. We do not use commas.
I know the names o f the people w h o /th a t have
applied for the vacant post.
Non-defining relative clauses

We use non-defining relative clauses to give nonessential information about a noun.We use commas
to separate the non-essential information.
Barry Naughton, who has worked here for ten years,
is leaving the company.
Note that we use that only in defining relative clauses (not in non-defining clauses). It is unusual to use a
comma before that in English.
Barry Houghton, that-has werkcd-here-for ten years, is leaving the company.
FOCUS
13
PRACTICE
Complete the letter of apology with the correct relative pronouns. Is it

possible to leave out any of the relative pronouns?'
: : M K T u a
Unit 42-44
Green Hail Industrial Estate
Coventry
CVS 3QT
Tel: 024 769921770
Fax: 024 769921771
15 August 2003
Dear Ms Daley
I am sorry to hear about the difficulties 1(j^ h lc ^ )/who) you have
experienced with the order 2(what/that) you placed with us on
21 July. At this stage I am unable to confirm 3(whose/which) fault
this is, but I believe that the person 4(which/that) took your order
did not record it correctly That is why you have received fifteen
tables instead of the five 5(which/what) you requested.
Tom Paulson, 6(that/w ho) is our Despatch Manager, will be in
contact with you later this week to arrange a time for collection
7(who/which) suits you.
I apologise again for the problems 8(w ho/that) you have
experienced.
Yours sincerely
Heather Gardiner
Customer Services Manager

th a t
1 I know the nam es of the people yyh ie if have applied for the vacant post.
2 The person w hat is giving the keynote speech at the conference is an
excellent presenter.
3 I am moving to a company that it has a very good reputation in this field.
4 The letter to Mr Smith, that should have been sent yesterday, is still on
my desk.
5 S arahs the person which computer has been stolen.
6 To who did you send the report?
7 The flight which I booked it leaves at 5am.
8 Jason Stanley who is our new Marketing M anager originally worked for
SK Communications.
73
FOCUS
14
So and such
AWARENESS
fl
Some of the sentences contain mistakes. Find and correct them.

such
1 Supatech charge
low prices for some products that they have attracted
a lot of new customers.
2 The share price is so high that Im now thinking of selling my shares in HPX.
3 Peter explained the instructions so quickly that I couldnt follow him.
4 M aarja is unhappy in her new job. She has never worked for such strict
boss before.
5 Ive still got such many things to do before the launch date!
6 They have such a lot to do that they need to postpone the project
completion date.
So
Such
We use so before adjectives and adverbs. We

often use so ... that ...
We use such before nouns (or before an adjective

+ noun).We often use such ... that ...
I'm so busy!
The job was so stressful that he resigned.
The week went so quickly that we didn't have time
to do everything.
The plant used to run with such efficiency!

This factory has such serious problems that it is now
facing closure.
We use such a before singular countable nouns.
/ was given such a difficult target that I couldn't

possibly reach it.
We use so before much and many. But we use such before a lot.
I had so much work that I couldn't do it all.
I had such a lot o f work that I couldn't do it all.
PRACTICE
Two colleagues talk about work. Read what they say and fill the gaps
with so, such or such a .
Im always 1s<9 busy these days.You only have to look at Sharon, my
new colleague, to see why Ive g o t2
a lot of extra w ork to
do now. Shes 3_________ lazy! She comes in 4
late that Ive
already done an hours w ork before she arrives. And then she has
5
long lunch breaks that the days almost over by the time
she gets back!

I cant understand why Helen is 6__
difficult person to
w ork with. She was very nice when I first started here but now
shes 7
negative towards me! There were 8
things to learn at the beginning and it seemed
many
difficult
job. But now I think Ive learnt how to do everything. I thought

Helen would be pleased that Id settled in 10
well.
74
Time clauses
A W A R E N E SS
fl
Look at the sentences. What do you notice about the tense of verbs referring
to future time after when, as soon as, until, before and after?
Are you going to see Jack H arm er when you visit TCE next week?
Itll be ages before we get back to the office.

As soon as Ive made some phone calls, Ill be able to join you.
Lets wait here until Walter arrives.
After youve finished that letter, you should start writing the sales report.
T im e clauses w ith when, as soon as, until, before and after
We use the present simple to refer to future time after the following words:
when, as soon as, until, before and after.
Can you phone Tom when you get back to the office?
Ill wait outside until the coach arrives.
We can use the present perfect if we want to stress that one action is
complete before another one starts.
Ill call him when Ive done this.
We need to stay here until the meeting has finished.
PR A C TIC E

________
1 Therell be lots of work for us to do when
2 Ill check that Sues free b e fo re ------------------------------------------------------3 Well leave for the airport as soon a s
__________________________
4 I cant confirm the hotel reservation u n til__________________________

5 Shall we go for lunch a f t e r ------------------------------------------------------------6 Lets start the meeting as soon a s __________________________________
7 Are you sure youll have time to help me b e fo re _____________________
8 Could you let me know w h e n ______________________________________
9 W hat are you going to do a f t e r ------------------------------------------------------10 If I were you, Id keep phoning Customer Services u n til---------------------B
Now write sentences about yourself using the following words to refer to
future time.
when
as soon as
until
before
after
1 __________________________________________________________________
2
_________________________________________________________________________
3 __________________________________________________________________
4
FOCUS
Too and enough

AW AR EN ESS
Q|
Is there a difference in meaning between the sentences in each pair?

The meeting was too long.
The meeting was long enough.
The price is too high for us.
The price isnt low enough for us.
Ill have too little time to finish the job.
I w ont have enough time to finish the job.
What do you notice about word order with too and enough ?
Too
Enough
We use too before adjectives and adverbs.
We use enough after adjectives and adverbs.
The training session was too long.

Hes speaking too quickly.
The report isnt detailed enough.

The plant doesnt run efficiently enough.
We also use too before much/many + nouns.
But we use enough before nouns.
My colleague always takes on too much work.
Has he got enough experience for this project?
We often use too ... to ...
We often use not ... enough ... to ...
I had too many jobs to finish.
I didnt have enough time to finish.
P R A C TIC E
To:
From:
Subject:
Complete the e-mail with too or enough.
luca@lrm.com
jbrown@smithandco.co.uk
How are things?
Hi Luca
How are things? I'm busy here. As usual, there are always 1too many things to do and n o t 2
time
to do them properly! My boss expects far 3
much from me sometimes. I try my best - but it never
seems to be good 4
for her. Yesterday she said I was on the phone to a client for 5
Today she said I didn't p u t 6
effort into my report.
lng-
Anyway, that's 7
about me. I hope you can still meet up for lunch tomorrow and that you're not
8
busy. Let me know if 1 o'clock at the Plaza Cafe is still OK for you.
Bye for now.
Jason
Write an e-mail to a friend about a training course you attended. Use too
and enough. You were unhappy about some of the following.
location
trainer
training materials
price
lunch
76
UNIT
J.
L o o k in g t o t h e f u t u r e
SPEAKING
Which business sector do you work in or would you like to work in? Why
are you interested in this sector?
Match each company with a business sector. Which country do you

associate with each of the companies?
GlaxoSmithKline
Allianz
NTT
Petrobras
Intel
Company
Sector
Information technology
Pharmaceuticals & biotechnology
Telecommunications
Insurance
Oil & gas
What other companies do you know that work in each sector?
L IS T E N IN G
Choose three countries. Which major companies do you associate with

each of them? Which sector do they work in?
Four people give their opinion about the future of different sectors.
Listen and make notes under the headings given.
i
Do you agree with what each person says? Why/Why not?
77
M E A N IN G
Look at the following words and phrases used to make predictions.

Put them in the correct position below.
wont
be likely to
will
could
be unlikely to
be certain to
be going to
be probably going to
be bound to
Certainty
will
Possibility
will poeeibly
Certainty
w on't
be going to
might
will possibly
may
will definitely
be sure to
be ce rta in to
Now read the tapescript and underline the words and phrases above.
We can use the following language for making predictions about the future.
modal verbs (e.g. may; might; could)
They could start to face competition.
phrases (e.g. be certain to, be bound to, be likely to, be unlikely to)
This approach is likely to continue.
will and be going to
I think this trend will continue.
A number o f patents are going to run out.
We can use both will and be going to when we make predictions. We usually use
be going to when we have evidence o r a reason fo r our predictions.
I don't think this is going to happen, given that companies like Wal-Mart and H & M
have been really successful this year.
S P E A K IN G
Think of three more business sectors. What is your opinion about

their future?
78
R E A D IN G
Read the newspaper extracts below. What do the extracts say about the
following?
Working for yourself
In-company training
The changing workforce
Which course?
Being self-employed
Are
you
thinking
of
becoming
selfemployed? If so, youre
unlikely to be the only
one.
A recent survey
carried out on behalf of
Business Week has
confirmed that the
number
of
people
choosing to work for
themselves has been
increasing steadily over
the past 5 years. As
Lauren Spires of LTF

Consulting says: I
think that this trend will
probably continue, as
people no longer wish
to commit themselves to
full-time employment
with just one company.
If the trend does
continue, almost 20% of
the population are likely
to be self-employed by
2015. One consequence
of this is that working
o youre thinking of taking a writing

skills course? Or you fancy brushing up on
your school French? Youd better do it now or
you may not have another chance.
Consultant Max Summers says: In my
opinion, in-company training is going to be the
next target of companies cost-cutting measures.
Companies are already struggling to meet targets
and having to reduce their spending wherever
they can. I dont think employees w ill be allowed
to take costly courses in company time at
expensive locations any more, e-learning is
bound to become more popular as employees
study on short work-related courses in their own
time via the internet.
STAFF CHANGES
A REPORT due out later this week
from SEP Research Centre forecasts
a number of changes in the
workforce over the next decade.
As Jenny Stanton, Director of the
Centre, says: 'O ur research indicates
that there w ill probably be a much
higher proportion of employees
aged 50+
than ever before,
reflecting the changing age balance
S P E A K IN G
in the population as a whole.'

There are fewer members of the
population of working age, so
companies are more likely to retain
staff into their 60s and even into
their
70s.
This
means that
companies w ill definitely need to
ensure
that
their
working
conditions suit the needs of their
50+ employees.

Do you agree with w hat Lauren, Max and Jenny say in the extracts?
Why/Why not?
In w hat other ways do you think the future of work will be different in
10 years time? Give your reasons.
79
Add sectors to the diagram.
C O N S O L ID A T IO N
UNIT
Complete the table.

Verb
Noun
confirm
co n firm a tio n
purchase
develop
indication
combine
compete

words from the unit.
1 c_ st
2 f
retention
invest
c u s to m e r
drop
t_ r
location
3 _ect__
4 com
reduce
t_o_
5 _ren_
6 w
employ
kf
c_
reflection
forecast

1 to deliver------ ^
2 to retain
--------- b goods
3 to make
c a purchase
4 to carry out
d a target
5 to face
e a course
6 to pass
f competition
7 to meet
g a survey
h its peak
8 to take
Q
lose
a staff
Re-order the following words from most

to least probable. Then write a sentence
about yourself using each word.
wont
unlikely
likely
bound
may
might
1 ___________________________________
2 ___________________________________
3 ___________________________________
4 ___________________________________
5 ___________________________________
6 _______________________________________

following words.
of
on
of
in
to
from
in
on
1 Major companies have invested

thousands of pounds in research.
2 Are you th in k in g
employed?
becoming self-
3 A survey was carried o u t

of Business Week.
behalf
4 Many people do not w ant to commit

them selves
a full-time job.
5 More companies could start to face
com petition_____ others.
6 There has been a d ro p
of IT shares.
the value
7 Do you fancy brushing u p ______ your

French?
8 I am convinced
the fact th at the
IT sector is going to pick up.
80
7
UNIT
Future forms
Decisions, intentions, arrangements and schedules
L IS T E N IN G
Monika Schiller, an administrative assistant, makes four telephone calls.

Listen and decide on the purpose and outcome of each call.
Purpose
FO R M
Outcom e
Read through the tapescript. Which future forms are used? Why is each
form used?
Future form s (decisions, intentions, arrangem ents and schedules)

W ill
We use will to express spontaneous
decisions/intentions.
Present continuous
We use the present continuous to speak about
definite arrangements for the future.
Thats OK. Ill call back later.
Im meeting Jason for lunch tomorrow.
Going to
We use (be) going to to speak about existing
decisions/intentions.
We often replace going to go with the present

continuous.
Im going to work in Spain.

Present simple
We use the present simple to speak about
timetables/schedules in the future.
The next train to London leaves from Platform 3 at 15.09.
81
Were going to go to for a meal this evening.

Were going for a meal this evening.
MEANING
UNIT
Im seeing my boss later.

Ill see my boss later.
What time are you going to leave?
What time do you leave?
Im going to buy a new computer.
Ill buy a new computer.
My boss is going to visit a client in London next week.
My boss is visiting a client in London next week.
USE
will in the phone call. Find and correct any

incorrect uses. Then listen to Call 3 again to check your answers.
U n d e rlin e all the examples of
HI Nikki. Its Monika. Ive just heard that you will leave next week. W hat will
you do?
Well, Ill have a few days rest first.
Good idea.
And then Ill take a few courses before I start my new job. Ill do a refresher
course in computing and after that Ill finally start to learn Italian ...
So you decided to take the job in Rome after all!
Yes, I did.The starting date isnt until the end of September but Ill go out
there at the end of August to get settled in. A friend of mine in Rome says
I can stay at her place while Im looking for somewhere to live.
So when will you be back in this country again?
Im not sure. But Ill give you my e-mail address so we can keep in touch.
Thanks. Id like that.
P RACTICE
Reply to the questions and comments below with the following sentences.
No, Ill phone back later, thanks.
Ill pass on your message.
Yes, Im going to study medicine.
Its OK, Ill hold.
Sorry, Im going on holiday.
Im meeting some clients, actually.
Ill try to connect you.
I think it leaves in 15 minutes.
It starts at 10,1think.
Were going to relaunch the product.
1 What time does the coach leave?
I th in k i t leaves in 15 minutes.
2 Can I take a message?

3 How do you intend to boost sales?
4 Im afraid the lines busy.
5 Are you around next week?
6 Could you let Lucy know Thursdays m eetings cancelled.
7 So you decided to do a degree.
8 What tim es the meeting?
9 Could I have extension 321, please?
10 Are you coming along to the sem inar this afternoon?
82
UNIT
Complete and practise the short dialogues.

1 Would you like something to drink?
Yes, p le a se .___________________________________________________
2 Could I speak to Sandra Morley, please?
Just one m in u te._______________________________________________
3 Have you got any plans for the weekend?
Yes, I h a v e .___________________________________________________
4 Have you got an early flight tomorrow?
Its not too b a d .________________________________________________
5 Have you decided w hat to do if you dont get the job youve applied for?
Y es.__________________________________________________________
6 Would you like to go to the cinema later?
Im afraid I cant . ______________________________________________
7 Have you spoken to Sally about the conference?
Oh, Id forgotten. Thanks for reminding me.
8 Has Ian decided w hat h es going to do when he qualifies?
Hes already d ecid ed .________________________________
S P E A K IN G
Work in pairs. Practise the role-plays.
2
1
a suitable day, time and place.
suitable day, time and place.
3
4
A Your colleague is about to go to D etroit on a
:e from one of your
business trip.You also have clients there.

Phone your colleague and find out who he/she
intends to visit and what he/she intends to do
\pany and explain

have experienced.
in Detroit.
complain about Poor
pany. Respond to each
B You are about to go to D etroit on a business

trip.Your colleague phones you to find out what
you intend to do there. Answer his/her questions.
83
t action.
complaint by promising
B Hi Andy, its Monika.

Hi Monika.
Thanks for your e-mail. Id love to meet
for lunch on Thursday but Im afraid
I m going 1(go) to a conference and
____________ 2(be) back until Friday.
How about Monday?
I
3(meet) a client in the
morning and then I ___________ 4(see)
my boss for my appraisal.
I s e e .___________ 5(you/do) anything on
Tuesday?
W e____________6(all/attend) a briefing
session in the morning, but I think I
____________ 7(be) free for lunch.
Lets say Tuesday, then. I ___________
(come) and pick you up at, say, 12?
Great, I
9(see) yu then.

sentences.
Imm eeting
1 Lwill meet Gill tomorrow about the

sales report.
2 My flight is going to leave at 15.19
tomorrow.
3 Its cold in here. I think I shut the
window.
4 Ive just booked my leave. I will go to
Bermuda.
5 Mr Samuels, Ive got Mark Sands
here in Reception.
Thanks. I am going to go right
down.
6 When will your train leave?
7 Sues just phoned. She says she arrives
late as she just w ants to speak to
someone before she sets off.
8 I cant come because clients will visit
the office tomorrow.
9 Have you spoken to Jane?
Thanks for reminding me. Im going
to ring her later.
10 What will you do after work?
Ill meet a friend.
Fill the gaps in the two phone calls with

the appropriate future form of the verbs
in brackets.
A
UNIT
Reply to the prompts using will.

1 Its really cold in the office.
Ill close th e
window f ____
2 Oh no, Ive missed the bus.

3 Can I get you a drink?
4 Would you like me to take a message?
5 Could you rem ind Jo about the meeting?
6 Theres no paper in the photocopier!
Kevin Blackstone speaking.

Hello. Its Monika here, Monika Schiller.
Hello. How can I help?
Q Use the following words to write sentences
A key client
is coming '(com e) to visit
about plans and arrangements you have
Mr Jam es on Thursday morning and I
made for the future.
need to book a meeting room for them.
tomorrow
tonight
on Thursday
Is Room 3 free by any chance?
this afternoon
next year
I
2(just/check) for you. Im
afraid it isnt, but Room 4 is.
1 _____________________________________
Thatll be fine. I ____________3(take) that
one.
2 ____________________________________________
OK, I ___________ 4(book) it for you
3 _____________________________________
straight away.
4 _____________________________________
Thank you.
5 _____________________________________
Thats OK.
84
UNIT
8
SPEAKING
Corporate social responsibility

More and more companies are now interested in corporate social
responsibility (CSR). W hat do you understand by the term ?
How im portant do you think it is for companies to be socially responsible?
Look at the chart below showing the ten highest donations to charity by
UK companies in 2001. Discuss the following questions.
Which companies in your country do you think give most to charity?
Which give least?
What are the advantages and disadvantages for companies of being
included in this kind of list?
Donations to charity as a percentage
of pre-tax profits (2001)
/
a/?
V?
O
'
y <
/ /
y *
if
/
/
Source: The Guardian, 5 November 2001

To w hat extent does the chart dem onstrate how socially responsible a
particular company is?
What criteria would you use to assess how socially responsible a
company is?
85
8
Q
Jonathon London, an expert on CSR, talks about the importance of CSR

to businesses. Listen and make notes under the headings given.
UNIT
LISTENING
Potential benefits of
CSR to companies
and employees
Potential CSR
formats
Examples of socially
responsible projects
SPEAKING
Would you be interested in taking part in any of the activities mentioned

by Jonathon? What could you offer? What would be the benefits to you?
86
Look at six advertisements looking for volunteers and details of three

potential volunteers. Which of the positions advertised would you
recommend for each person? Why?
Volunteers to improve the organisation

of a local environmental charity.
Can you help us to improve our systems?
Can you help us to operate in a more
professional and efficient manner?
| If so, please call us now on: 07895 128 752 or
e-mail ecosystems@net.com
cun^tfym S 9^
tionaled
need committed individuals who are willing to:
offer 1:1 training sessions on current business topics

(e.g. flexible working). Full training
9'veri.
Margaret Henderson
x ,olCrM
x
Age: 42
Job: legal secretary
S kills/interests: enjoys meeting
people, reading, sports
(especially walking and
cycling), has a driving licence
Availability: evenings, weekends
are looking for new volunteers

to take part in a variety of activities over
the coming months (clearing parkland,
planting, repairing fences etc.).
Cecile Be
If you can spare a few hours - or days!

- please get in touch.
Wed love to hear from you
All ages welcome!
Volunteers
needed to help young
adults with physical
Age: 18
disabilities.
e?!?: u pair t0 an English family

Skills/interests: sociable,
enjoys sports, good at
languages
Availability: mornings Mon - Fri
Positions available
throughout the UK.
Free accommodation
provided.
Jack Lewis
Age 29
Job: IT consultant
S kills/interests: enjoys
outdoor life, good at DIY, has
a driving licence, sociable
Availability: flexible
olunteers required to work for

ell-established national charity
elping Hand. We need the following
eople to help us to help others.
I Mini-bus driver (2-3 hours per week
max, must hold appropriate licence)
For more information, visit:

www.homehelp.com
I Cleaner (light housework duties only,

4 hours weekly, hours to suit)
I Clerical assistant (filing, wordprocessing, answering the phone)
HILLFIELD CENTRE is looking for volunteers to work with

local children during the summer and Easter holidays. Please
specify. Duties will include accompanying children on cycling
and swimming trips, supervising handicraft activities.
Expenses paid.
lease call Helping Hand if you

can help. _______
Patience and a sense o f humour necessary.

Call Sam on 0 276 51261

Think of three people you know of different ages and experience. Which
of the activities in the advertisements do you think might suit each
person? Why?
Which of the activities do you think would suit you best? Why? Which
would suit you least?

words from the unit and tapescript.
1 _oc
social
Put the following words into the correct

stress pattern below.
challenge
retain
2 c h _ r_ ty
3 _nv
4 v_l
nm
t
5 re _ p o _ s
6
l_ty
m m _n_ty
success
business
attract
survey
expect
tackle
issue
approach
achieve
support
career
UNIT
funding
commit
project
oO
Oo
s u p p o rt
challenge
7 _ o r_ o r_ t_
8 d_n_t
9 p r_ j t
10 b_n_fi_
Complete the table.
Adjective
Noun
responsible
responsibility
important
availability

following words.
loyalty
value
at
in
in
of
of
'
in
in
to
to
on
challenging
environment
volunteer
1 We are looking for volunteers to take

p art
in activities.
2 Are you o u t______ work?
varied
3 Can you help us to o p e ra te ______ a

more efficient m anner?
beneficial
4 Are you g o o d
skill
DIY?
5 A num ber of people are involved_____

our activities.
1 to g a in --------^
2 to donate
a staff
--------- b
experience
3 to achieve
c a scheme
4 to tackle
d your image
5 to retain
e money
6 to set up
f success
7 to enhance
g a meeting
h a problem
8 to cancel
6 Some people devote three hours a week

our project.
7 40,000 people are re g iste re d _____
volunteer schemes.
8 Please g e t
touch if you would
like more information.
9 There is no expectation_____
commitment on your part.
10 You dont have to commit yourself
anything straight away.
88
8
UNIT
Modal verbs
M E A N IN G

Employers give money to community projects.
Employers can give money to community projects.
Employers should give money to community projects.
Employers must give money to community projects.
^ E SS SSS B SS^
Modal verbs are auxiliary verbs which show a speakers attitude.
We give money to charity, (fact)
We should give money to charity, (attitude)
The following are modal verbs.
can
could
will
would
shall
should
may
might
must
Modal verbs do not take -s, to o r the auxiliary verb do.

I think the company shoulds support community projects.
Can anyone te take part?
Some companies don't might allow their employees time off work, (mightn't allow)
FORM
Jack Lewis has offered to work as a volunteer. Read an e-mail from Jack to
Sandra Wallace, the volunteer co-ordinator. Find and correct the mistakes.
Jack
T> Previous $ Next
r jj Reply
To:
sandraw allace@ crestaconservation.ora
From:
jlewis@apa.co.uk
Date:
Re:
as
Lewis
Reply All ^ Forw ard J 1* Flag
Print ^ E d ft ^
Delete
A*
Q Inbox
6 May 2 0 0 2
Working as a volunteer at Cresta Wood
Dear Sandra,
Thanks for your e-mail about working as a volunteer at Cresta Wood. In
answer to your question, I work full-time - I'm an IT consultant - so I don't
can work during the day for your organisation. However, I can certainly^
spare some hours a few evenings a week, and it mighti be possible for me
to w o rk \ few Saturdays next month. How much notice do I must give you
about my availability?
Best regards
Jack
89
MEANING
Read the reply from Sandra. Fill the gaps with the following modal verbs.
could
can
might
must
UNIT
should
as
"0" Previous
^ Next
Reply [j||Reply All l | | | Forward
To:
jlewis@apa.co.uk
From:
sandraw aHace@ crestaconservation.org
Date:
7 May 2 0 0 2
Re:
* Flag
^ Print ^J-jEdit ^ D elete
!sr
Q |in b o x^
Dear Jack
Thank you for your e-mail. 1(Could) you let me know if, by any chance, you are
free next Tuesday evening? Our training room at Cresta Wood is available then
and I was thinking about starting your induction programme, if it suits you. You
don't have to prepare anything in advance, but you 2______ bring some walking
boots with you as we 3______ have time to take a walk around the woodland site
we are currently working on.
i Cre5,a
4______you drive, by the way? If not, just let me know, and I'll organise transport
for you.
There are just a few more things we 5__
call you at home later this week?
. discuss before next Tuesday. Can I
Best wishes
Sandra
Find modal verbs in the e-mail above that match the following uses. Can
you add any more modal verbs to each category?
1 advice
should
4 possibility
2 obligation
5 request
3 ability
6 permission

You should bring some walking boots with you.
You m ust bring some walking boots with you.
You m ustnt prepare anything.
You dont have to prepare anything.
Rewrite the sentences, keeping the same meaning. Use m ust , mustn't,
have to, don't have to, should or shouldn't .
1 Its essential to attend a training course.
You m ust/have to a tte n d a training course.
2 Its not necessary to prepare anything in advance.

3 I recommend that you bring your walking boots.
4 It isnt essential to offer time every week.
5 It is vital that volunteers dont work alone in the wood.
6 It isnt a good idea for volunteers to offer too much time at first.
90
UNIT
I
FORM
Read the following e-mail from Jack. Find verbs in the e-mail to complete
the table below.
To:
sandrawallace@crestaconservation.orq
From:
jlewis@apa.co.uk
Date:
10 May 2 0 0 2
Re:
Dear Sandra
Just a quick note to say that I'm sorry that I haven't been able to do any volunteer
work yet and I'm sorry that I missed the induction evening you suggested. A
colleague of mine is ill and I had to attend a conference in Vienna instead of her.
I'm afraid I couldn't contact you before I went to Austria. I've had to cover for my
colleague since last Monday and I'll also have to do the same next week. This
means, unfortunately, that I won't be able to offer any time at all for the next few
weeks. I do hope that we'll be able to meet up soon though! Apologies again!
Best regards
Jack
Present Perfect
Past Simple
haven't been
ab\e to
WRITING
S P E A K IN G
Present
Future
can
m ust
Write a short reply from Sandra to Jack using verbs from this unit.
Work in pairs. What do you say in the following situations? Use verbs
from this unit.
What do you say?

Your colleague feels ill. You make a suggestion about
what he should do. W hat do you say?
You promised to start work early tom orrow but your

car has broken down so you will need to get the bus.
The buses d o n 't start until 9am. W hat do you say?
I think you should go home. Other people might be abie

to do this job for you.
You gave a colleague a booklet about the

organisation's environmental policy. You need the
booklet back. W hat do you say?
A new volunteer asks you if there are any rules he
must follow. W hat do you say?
The co-ordinator asks you fo r an update on the work

you have managed to do so far. W hat do you say?
Your colleague's car w o n t start and she asks you for

your advice. W hat do you say?
E]
You ve got a dentist s appointment and so can't work

tom orrow as you promised. W hat do you say?
Your
colleague
asks
you
about
the
weather
tomorrow. You think there is a possibility of rain.

W hat do you say?
91
It has been necessary fo r you to work the last three

weekends. You decide to ask other volunteers to
work this weekend. W hat do you say?
H O
A new volunteer asks you if it is necessary to offer

time regularly on the project. W hat do you say?
Add more modal verbs to the diagram.
What do you say in the following

situations? Use verbs from this unit.
UNIT
1 You are going on holiday. Ask a

colleague to w ater your plants for you.
Could
you w ater my p la n ts
me ?
2 Your colleague asks if it is necessary to

tell your boss th at she will arrive late
tomorrow. You think it is not.
3 Some visitors have arrived at your

company. Offer them some refreshm ents

e-mails.
se
Previous
To:
Next
j r jj Reply
Forward
Delete
j W-
4 A colleague is having problems with his

computer. Offer your help.
} S j Inbox
Sam Giles
From:
Louise Rice
Subject:
Could you attend a meeting instead of me?
Date:
17 April 03
5 A new m em ber of staff cannot operate

the photocopier. Show him what to do.
Sam
wont be able to
I'm afraid I ii on'1 carrattend the meeting at AJB

tomorrow. A problem has arisen and I need to go
to Birmingham to sort it out. I might not to be
back until Friday.
Shall you attend the meeting instead of me?

Don't worry - you mustn't do lots of preparation
for it. All you need to do is attend it, give my
apologies and take notes.
You are going to attend a conference.

Write a fax to the conference hotel to
book a room. Include at least five verbs
from the unit.
Might you get back to me as soon as possible to

let me know if this is OK?
Louise
Request a single room.

Explain w hat facilities you require.
Say when you intend to arrive.
Ask if it is possible to extend your stay.
Ask how and w hen they w ant you to pay.
Offer to call to confirm the booking.
To:
Arden Hotel
Date:
14 February 2003
Subject: BSG Sales Conference: Room Booking
Louise
Sorry for not replying earlier. I must go to the
doctor's earlier this morning and have only
just arrived in the office. Of course I'm happy
to attend the meeting instead of you. Do we
should have a quick chat about it before you
go to Birmingham?
Sam
92
S IT U A T IO N S
Telephone calls
SPEAKING
Think of the last three telephone calls you made and discuss the
following questions.
LISTENING
Which language were the calls in?

Who did you speak to?
What was the purpose of each call?
What was the outcome of each call?
Listen to three telephone calls. What is the purpose of each call?

What is the outcome?
Purpose
Outcom e
K"
READING
U)A_e/i cqou. wake a
Look at the tapescript. Note down useful phrases for the following.
Identifying yourself:
Checking you have the correct details:
Asking for the person you want to speak to:
Making a request:
Explaining why you are calling:
Making an offer:
telephone tall in
En^frsh, identify
cÔuLCSetf Iocq SOt^n

This is ... followed
côu.r nawe This is
Takashi Tto.
VOAjen cqOcl answer the

phone, socq côar nawe
followed loc^ ...
speaking Tatkie
Tailor speaking.
93
9
Q
Complete the phrases for making telephone calls and arranging meetings.
Sometimes more than one ending is possible.
1 This is ...
8 How about ...
2 Can I take ...?
9 Thank you for ...
3 Could you ...?
10 Thatd be ...
4 How can I ...?
11 Im afraid ...
5 Im calling to ...
12 Hold ...
6 Ill ...
13 Im returning ...
7 Let me just ...
14 I look forward to
UNIT
S P E A K IN G
Find and correct the mistakes in the telephone calls. Then work in pairs
and practise the calls.
Ace International. How can I help you?

Good morning. Here is Bernd Schmidt. I call from DRT Motors.
Could you put me through with Peter Moore, please? His extension number
is forty-four thirty-three twenty-one.
Please w a it.... Im afraid M r Moore isnt in the office at the moment. Do I
take a message?
No, thank you. I call him back later. Goodbye.
Hello. Here Teresa Esengrini. Can I speak with Julian Hope, please?
W ait and I connect you.
Hans Bebel on the line.
Hi Hans. Its Teresa. I call to ask if we can change the time of our meeting.
I need to fly to Florence on Tuesday evening - so 4 o clocks too late.
How about to have the meeting at 2 oclock instead?
That is very fine. OK. I see you at 2 oclock. Bye.
Work in pairs. Take turns to respond to the following.

1 Sorry, I didnt catch your surnam e.
Could you spell that, please?
2 Could you put me through to
Mr Jackson, please?
3 Good morning. How can I help you?
4 Whos calling, please?
5 How about meeting on Tuesday?
6 Can I take a message?
7 Shall I ask Sharon to call you back?
8 Could you tell Pablo that I called?
9 Can I take your address, please?
10 Could you repeat your phone
number, please?
94
Work in groups of three. Prepare and then practise the phone calls.
You are on your way to visit a client, Pat Brown, who

works at a company called SPK.You realise you need
directions to the company. Phone SPK and ask to speak
to Pat Brown. Respond to B and C.
You w o rk for SPK. Answer the phone. Pat Brown is not
available. Explain why and offer to put the call through
to C instead.
Z You w o rk for SPK in the same office as Pat Brown.

You receive a telephone call. Respond.
A You have arranged to meet B for lunch later today.You

receive a telephone call. Respond.
B You have arranged to meet A for iunch later today - but

you are very busy and need to cancel your appointment.
Phone Wilkinsons and ask to speak to A. Respond to C
and A.
C You are A s assistant in the Marketing Department of

Wilkinsons. Answer the phone. Offer to put the caller
through to A.
You w ork at the head office of Electronica. Answer the

phone. The Chief Accountant is too busy to take calls.
O ffer to put the caller through to B, the Deputy Chief
Accountant.
You are the Deputy Chief Accountant at a company
called Electronica.You receive a telephone call. Respond.
You w ork for a branch of a company called Electronica.
You have a problem with some invoices. Phone
Electronicas head office and ask to speak to the Chief
aw m
mtant.. Respond to A and B.
Match the sentence halves.

1
2
3
4
5
6
This is
Im calling
Ill just
Can I
Thank you
Could you
a
-b
c
d
e
f
spell that, please?

Maxine Peterson,
from MST Construction,
for calling,
help you?
put you through.
Find and correct the mistakes in the two

phone calls.
UNIT
K.:
to
A Could I speak w rttf Maria Pirelli, please?
Speaking.
Hi, Maria. Here is Claire. I am wondering if
we could meet some time this week?
Yes. Fine. When would suit you?
How about to meet on Friday?
Re-order the words to make telephone

phrases.
Friday. It will be fine. Is 2 pm O K fo r you? In

your office?
1 to/Td/speak/like/Sue Baker/to/please
Thatd be great. OK. I look forward to see

you at 2 oclock on Friday. Bye.
Yd like to epeak to Sue Saker, pieaee.

B Rita Bartolo on the line. Can I to speak to
Pierre Contart, please?
2 what/do/can/I/you/for?
3 you/could/that/spell/me/for?
This is Pierre C ontart on the line.
4 you/would/to/like/message/a/leave?
Hi, Pierre. I ring to check youve received the

sales report I sent on Monday. Can we
discuss it?
5 not/in/Tm/hes/afraid/office/the/today
6 didnt/that/I/catch/quite
Yes, Ive received it. Im reading it now. I call

you back later if thats OK. How about
3 oclock?
7 name/can/I/your/please/take?
8 the/please/line/hold
Yes, that be fine.
OK.Thanks to call.
Complete the telephone phrases.

1 Please hold while I connect you.
2 OK. Ill give Mrs Richardson your
m
. Thank you for calling.
3 Let me r
that back to you.
4 Could you repeat t
, please?
5 Im afraid Mr Vanstones lines e_____ .

6 Could you put me t
please?
to Mr Jacob,
Complete the extracts from telephone

conversations with appropriate phrases.
1 # TP Lim ited. Can I help you?___________
Good morning. This is Jenny Stanley.

Can I speak to Joe Walker, please?
__________________________________
2 __________________________________
Its Wymark, Jessie Wymark.
7 Thank you for r _____ my call.

8 Im r
about the meeting next week.
9 John Hocking s
10 1 look forward to s
reception at 11 oclock.
11 Whos c
you at
, please?
12 Hold the 1______ , please.

13 T
is Simon Brown from Lauren
Associates.
14 Can I speak to June Sterland on e_____
317, please.
15 Did you say Beauchief? Could you spell
t______ for me, please.
16 Thank you for c_____ .
W-Y-M-A-R-K.
3
Its 0-2-4 7-6-1-1-2-3-9-4.
0-2-4 7-6-1-1-2-3-9-4.
4 How can I help you?
Certainly. Is that just for one night?
Im afraid her lines engaged.

Yes, Ill ask her to call you as soon as
shes free.
96
Effective telephoning
SPEAKING
READING
What do you find easy and difficult about leaving answerphone and
voicemail messages?
What do you think are the most common mistakes people make when
leaving answerphone and voicemail messages?
Read the article and compare your answers.
Please leave your message after the tone

e may love voicemail services and see ourselves as better
communicators than ever before, but when it comes to leaving
phone messages, even the smoothest talkers can become
tongue-tied or panic and put the phone down without uttering a word.
Research conducted on behalf of BT 1571, the free messaging service
from British Telecom, has uncovered some of the most annoying message
habits. Top messaging mistakes include the following.
A d a p ted from an article by Jane Bolton, The Times, 23 January 2002 Times
Have you ever received m essages from people who have made these
mistakes? Have you ever made any of these mistakes yourself?
L IS T E N IN G I
Listen to a voicemail message. What mistakes does the caller make?
L IS T E N IN G 2
Now listen to an improved version of the voicemail m essage. In what

ways is it better?
SPEAK IN G
Work in pairs. What makes an effective answerphone or voicemail

message? Agree on the six most important features.
UNIT
SK IL LS
1 __________________________________________
2 __________________________________________________
3 __________________________________________
4 __________________________________________
5 __________________________________________
6 __________________________________________________
L IS T E N IN G 3
Listen to another voicemail message. How effective is it according to the

criteria listed above? How would you improve it? Work in pairs. Take
turns to practise delivering the message.
SPEAKING
Work in pairs. Prepare one of the following voicemail messages.

Then take turns to deliver your message and give each other feedback.
You are going to be out of the office tomorrow.

Leave a voicemail message for a colleague:
explaining why youll be away
telling him/her where youll be
saying how you can be contacted.
You need to call a client about a meeting next week.

Leave an answerphone message for your client:
* saying that you are now unavailable on the day agreed
suggesting an alternative day to meet
leaving your contact details.
98
D
EE
How would your advice to someone preparing to make a telephone call be

different from your advice to someone preparing a voicemail message?
Work in groups of three. Prepare and then practise the phone calls.
A You have received a faulty product from your stationery

supplier. Phone B at the suppliers Customer Services
Department to complain.
B You w o rk as a Customer Services Officer for a large

stationery company. A calls you to complain about a faulty
product. Respond to A.
C Read the role cards for A and B. Answer the phone on

behalf o f the Customer Services Department and put the
caller through to B.Then listen to the rest of the role-play.
Give A and B feedback on their telephoning skills.
A C has seen an advertisement about a marketing course at

the college where you w ork and calls you to find out more
about the course. Respond to C.
B Read the role cards for A and C. Answer the phone on

behalf of the college and put the caller through to A.
Then listen to the rest of the role-play. Give A and C
feedback on their telephoning skills.
C You are interested in taking a course in marketing at a local

college. Phone the college to find out the information you
require.
A Read the role cards for B and C. Answer the phone on

behalf of the travel agents and put the caller through to
C.Then listen to the rest of the role-play. Give B and C
feedback on their telephoning skills.
B You are going to Naples for a conference. Phone C at the

travel agents to check your flight and accommodation
arrangements.
C B is going to Naples for a conference and wants to check

the flight and accommodation arrangements your travel
agency made. Respond to B.
99
Your train is delayed and you are going to

be late for a meeting. Prepare a voicemail
message for your boss.
You are going to visit a customer for the

afternoon. Prepare a voicemail message
for your assistant:
UNIT
explaining w here youll be

giving your mobile phone num ber
saying when you will be back.
1 Give your nam e and the time of the call.
2 Explain why you are calling.
3 Leave your contact details.
Read the answerphone m essage. What

does the speaker do wrong? Improve the
message.
You see an advert for a training course

and would like further information. Ring
the training centre and leave a message.
Write what you would say.
Think of a situation where you might

have to leave an answerphone message
for someone. Write what you would say.
Hobbo. I sasuryousr asdirort bn tho

yasyor y ostor day. Pboasso oonbdyous
soncC mo somo bnformastbon ad out tho
job ... Oyfui oav asyybboatbonform .
TksOsnks. goodbye.
Read another answerphone message.

What does the speaker do wrong?
Improve the message.
Hobbo. Thbs is 0/ mossasjofor
Pete, Hasrdurbok. Wo j o t yonr batost
bntroboo - bu t uroro not trory kasyyy
urbtfv bt. Tho yroirbons bntrobooyou/ sont
hasd as broaskdourn of thofbjnros Osnd
thbs ono hcusnt. So uroro not urbbbbnj to
pay bt a t tho momont. Poto, ifyousro
not bn tho o ff boo today, yorhnys
somoo no oUo onn donb urbth thbs nnd
oontnot mo. Hour onn uro bo oxyootod
to yay 13,454 urhon uro dont (cnour hour
ox not byyo n asrrbtrod ast thbs
fb ju ro . By tho uray, thbs bs Qoorjo
Pusrbonj horo.
100
What if ... I
SPEAKING

Who is the most creative person you know?
Which is the most creative company you know?
R E A D IN G
Read the article about creativity. Answer the following questions.

1 According to the article, why is creative thinking necessary?
2 Who is Edward de Bono and w hat advice does he give about creative
thinking?
3 Which of the potential benefits of installing engines on car roofs do you
think is most successful? Why?
4 What can be an obstacle to creativity in the workplace?
5 Do you agree with the ideas in the article? Why?/Why not?
In a world of ever increasing change, brought on by technology, politics,

society and the environment, to name but a few factors, the need for creative
thinking in business is becoming not only desirable but essential.
Companies will only be able to differentiate themselves from their
competitors if they can respond creatively to the challenges that face them.
A CCORDING to Edward de Bono, the
T HERE may well be good reasons why no
well-known writer and originator of lateral

thinking, creative thinking is not limited to the
arts, but is something which should be
developed in each and every one of us. In his
book Serious Creativity he emphasises the need
for breaking out of familiar thought patterns
and exploring the less familiar areas of the mind.
manufacturers have designed such a vehicle.

Nevertheless, creative thinking in design is
clearly at the top of the agenda in many car
companies today. As a response to rising petrol
prices and environmental costs, major car
companies are eagerly competing with each
other to develop a truly viable electric car.
F OR EXAMPLE he asks the reader to consider
NFORTUNATELY encouraging creative

thought in the workplace is a challenge to
many companies. Problems may be due to
traditional hierarchies, lack of communication or
a lack of staff development. But no matter what
size or shape of company, the need to think
creatively remains a priority.
what would happen if cars had engines on

the roof instead of in their normal position.
Would there be any value in this? The results
might be as follows:
The engine might be easier to access for
maintenance.
There would be less risk of engine damage in
a collision.
There would be equal weight distribution on
both axles.
There would be more space in the car or it
might be possible to design a shorter car.
In flooded areas, it would be possible to drive
the car through deeper water.
101
T O P IC F O C U S
SPEAKING
You have seen a companys website inviting people to propose ideas that
could result in a marketable product. Work in groups. Brainstorm ideas.
Then decide on the product you want to develop.
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brainwave!
9
home
9
9
about us
our mission
UNIT
10
Have you got an idea you want to make a reality?
Welcome to brainw ave!

The revolutionary site for
inventors, entrepreneurs,
or anyone w ith a new idea.
W e can enable
you to turn your idea
into a successful
business venture!
aJ
helping you
We will
listen to your aims
to provide solutions
success stories
ies
news and awards
"
contact us
W e offer FREE
impartial advice and
support to make sure
you succeed
to your problems
i
So, don't just sit there - pick up the phone and give us a call
on: (+44) 054 453687, or email us at: brainwave@arc.co.uk
Co**wst.lookinguphost tart*.nataoap*com...
Suggestions and decisions

M aking suggestions
Perhaps we could ...

What if . . . ?
ltd be good i f ...
C o m m en tin g on suggestions
That/It would be ...

That/It would mean ... + noun l-ing
That/It would mean that ...
Making decisions
I (don't) think we should ...

OK, so let's ...
If we . . we' l l...
102
10
UNIT
L IS T E N IN G I
Another group does the same speaking task. Listen to the first part of
their discussion and take notes on their ideas.
Idea
Pros
Cons
103
L IS T E N IN G 2
Listen to the second part of the discussion. What other pros and cons do
the speakers mention? Which idea do they prefer? What do they decide to
do next?
SPEAKING
Compare all the ideas you have heard. Which idea do you think is best?
Why?
10
1 e a g e r---------2 essential
a crash
invention
"---------- b enthusiastic
c stress
4 viable
d necessary
5 emphasise
e possible
6 collision
f room
viable
company
develop
area
emphasise
maintenance
customer
awareness
creative
essential
obstacle
idea
interested
Ooo
o
O
o
3 space
Put the following words into the correct

stress pattern below.
UNIT
Match the words with similar meanings.
com pany
invention
Fill the gaps with the correct preposition.

1 There is a need
help drivers to park in tight spaces.
f o something which will
2 Were going to brainstorm - but not

com m ent
id e a s
this stage.
3 Lets think of a ra n g e
ideas.
4 Lack of creativity can sometimes be due

a formal hierarchy in a company.
5 We need to decid e
the best idea.
How many words related to cars can you

find in the unit?
6 Is there a w a y
achieving the same
result more cheaply?
7 A ccording
Edward de Bono, we all
need to think more creatively.
8 I think people would be in te re ste d _____
the best idea.
Complete the table.
Complete the comment on each proposal.
Verb
Adjective
Noun
create
creative
c re a tiv ity
challenging
1 Someone should invent a fastening for a

bag which would be impossible for
thieves to get into.
But that would m ean th a t th e owner
would fin d i t im possible to o .
emphatic
competition
developed/ing
2 It would be good if someone invented an

easy way of showing the free spaces in a
multi-storey car park.
But it wouldnt _______________________
access
3 Perhaps someone could invent a way to

help drivers park better in tight spaces.
interest
response
Thatd ______________________________
4 Id like a scanner on every superm arket
trolley that could read bar codes.
weigh
exploratory
I t d _____________
104
10
UNIT
Conditionals I and 2
MEANING
Which sentence in each pair refers to real situations? Which refers to

hypothetical situations?
Real
Hypothetical
Companies will only be different from their

competitors if they are creative.
Companies would only be different from their

competitors if they were creative.
If we invent something to help with parking,

hundreds of drivers will be interested.
If we invented something to help with parking,

hundreds of drivers might be interested.
Everybody will register patents on their inventions

if its easy.
Everybody would register patents on their inventions

if it were easy.
Conditionals have the following forms.
Conditional 1 (real)
if + present tense, will + infinitive
If people think creatively, there will be many advantages.
if + present tense, may/might/could + infinitive
If we adopt this idea, it could save us millions o f pounds.
Conditional 2 (hypothetical)
if + past simple, would + infinitive
If we moved the engine, it would be possible to design a shorter car.
if + past simple, may/mightlcould + infinitive
If cars had engines on their roofs, they might be easier to access.
Note that we usually use were in hypothetical conditionals.
If I were you, Id consider other options.
FORM
105
jjjj
Look back at the article on page 101. Find one conditional sentence which
refers to a real situation and one which refers to a hypothetical situation.
MEANING

Think of an alternative ending for each sentence.
If we reduced our costs, w ed
more profit.
If we reduce our costs, w e ll make more profit.
If you lose your job, youd have to fin d another one.
If you lost your job, youd have to fin d another one.
We might make a lot of money if we registered a patent.
We could make a lot of money if we register the patent.

USE
Match each sentence with a use of the conditional.

1 What if we delayed the date?
a Finishing a letter
2 If I were you, Id tell the truth.
c Making a proposal
3 Thatd be difficult.
d Giving advice
4 If you require any further information,

please do not hesitate to contact us.
e Commenting on a proposal
Now look at the tapescript. Underline the conditionals. Do any of them

match the above uses?
SPEAKING
Work in pairs. Practise the role-plays. Include the phrases in bold above.
1
A Make a proposal about a way of cutting costs.
B React to the proposal. Give A advice about his/her

idea. Make proposals of your own.
A React to Bs proposals.
A Make
a proposal about improving staff motivation.
B
T ' ' B advice about his/her
idea. Make proposals of your^ own.
A React to A s proposals.
UNIT
10
UNI T
10
L A N G U A G E F O C U S __________ J
USE
Which sentence in each pair is direct? Which is indirect?

Direct
Do you mind if I borrow your mobile phone?

Would you mind if I borrowed your mobile phone?
I prefer it if you dont.
Id prefer it if you didnt.
Is it OK if I send an e-mail?
Would it be OK if I sent an e-mail?
Q
Indirect
Make the sentences less direct. Add would (or might) and make any other
changes necessary.
1 I agree with you.
Id agree w ith you.
2 I w ant to make a proposal.

3 I dont agree.
4 Im afraid that isnt possible.
5 Its better if we stop now.
6 Is it OK if I leave early?
7 It will be a mistake if you do that.
8 Its a good idea to review our processes.
W R IT IN G
Look at a letter put in a company suggestions box. Rewrite it to make it

less direct.
Suggestion ~for iwproving productivity

Dear M r Lopez
1 want to wake a suggestion -for iwproving productivity.

1 think, i t s t e t t e r i-f we tan co-f-fee tre a k s -from our
o ffic e s totally. 1 -f We do this, We Will use our Working hours
w o re e'f'fectively and waste less tiw e .
Tours sincerely
Jan Drake
107
Write a letter from Mr Lopez to Jan Drake responding to the suggestion.

Say whether you think it is a good idea or not and explain why.
What do you say in the following

situations? Write complete sentences
using the words given.

sentences.
U N IT
10
1 If their prices were too high, we wont

accept.
1 You are trying to persuade your friend to

get health insurance.
I f th e ir prices are to o high, we wont
what/happen/ifiyou/become/ill/ancl/can/
not/work?
accept.
2 If I will finish work early this evening, I

will go to the gym with you.
Whatwould happen i f you became ill and

couldnt work?
3 It will be better to reduce our prices if

we w anted to increase our sales.
2 You are sitting on a plane. The flight has

been delayed.
4 W hat would you do if you are me?
if/we/not/take off/soon/I/miss/connection
5 Would you mind if I ask you a few

questions?
3 A colleague asks you for some advice

about a problem at work.
6 Our profit m argin increased if we

reduced our costs.
if/I/be/you/I/liave/meeting/with/manager
7 Wouldnt it be better if we would wait
until next month?

4 You are negotiating with a supplier
about price.
8 If I was you, Ill increase your offer.
ifi'you/not/reduce/price/by 5%/we/cancel/
order
Make the letter less direct.

10 June 2002
5 Your boss asks you to attend an

im portant meeting next Friday. But you
planned to leave early for the weekend.
Change of date of meeting

Dear Mr Jones
be/all right/if/I/not/come/to/meeting/
Friday?
Thank you for your letter of 5 June. I want

to ask you to postpone our meeting on
17 June. I need to go away on an urgent
6 A custom er has complained about a

faulty product.
business trip in that week. Is it OK if we

change the date to 22 June? Also, I prefer it
ifiwe/give/immediate/refund/customer/be/
satisfied
if we meet in my office in Manchester instead

of your premises in London.
If you have questions, contact me.
7 The processes in your departm ent are

very inefficient but nobody w ants to
change anything.
I look forward to hearing from you.

i
Yours sincerely
we/become/more efficient/if7we/review/
processes
8 You are waiting for a train. You have an
im portant meeting in a few hours.
I/be/late/meeting/unless/train/arrive/soon
fee,n Fenton
I
Q
Write a reply to Ben Fenton from Mr Jones.

108
UNIT
11
1
Getting started in business
JL
SPEAKING

What do you think are the advantages and disadvantages of being your
own boss?
Would you like to run your own business? Why/Why not?
in n o ce n t
f
little
tasty
drinks
OUR DRINKS
BORED
our story
We used to have good jobs before we started
making innocent drinks. Why did we change?
smoothies
Your daily fruit in a bottle.
www. innocent drinks, co. uk
L IS T E N IN G
Shell ittteWIRE helps young people starting their own business. One
company it has helped is innocent. Listen to an interview with Richard
Reed from innocent and answer the questions.
1 Why did Richard, Adam and Jon decide to start their own fresh fruit
drinks business?
2 How did they develop their business idea?
3 What help did they receive?
4 What is special about the innocent brand?
5 What advantages and disadvantages do Richard, Adam and Jon see in
being their own boss?
6 What advice would they offer to other young people thinking of starting
their own business?
109
SPEAKING
Shell Z-meWIRE offers advice to potential entrepreneurs on the skills

necessary to run your own business. Work in pairs. Agree on the three
most important skills in the list. Which other skills do you think are
essential?
the right
skills
M a n a g e r Responsible. A decision maker.

A leader and planner.
Salesperson W inning customers.

Understanding people. Knowing how to talk
to them.
You don't have to be a certain
Entrepreneur Finding new business
type of person or have particular
opportunities. Wanting to succeed. Taking
qualifications to start a business.
calculated risks.
It takes a mix of qualities to
W o rk e r Doing everything yourself at first.
succeed, almost like being
Working long hours. Being flexible.
several people at the same time.
A dm inistrator Keeping accounts.
Here are a number of skills which
Defining priorities. Organising paperwork.
you may need to run a business.
Learner Keeping an open mind. Always

being prepared to learn.
Different businesses require different balances

of these skills. If you're lacking in a particular
Thinker Coming up with new ideas.
area, you can get support from a specialist
Solving problems. Thinking laterally.
adviser. Register on-line and Shell L/veWIRE

can help you find one. You may be able to
get training to gain the skills you think that
you need.
www. shell-livewire. org
Which of the skills do you think you already have? What could you do to
develop the skills that you do not have?
UNIT
11
FOCUS
UN
Look at the extract from a Shell LiceWIRE leaflet showing the ten most
popular ideas for new businesses. Work in pairs. Brainstorm ideas for a
business that you would like to set up.
Top 10
Ideas
1 Cafe
2 Computer support
3 Graphic design
4 Clothes shop
Shell
iL
vWire
receives
5 Hairdresser
enquiries from thousands of
6 Landscape gardener
young people. Here are the
7 Music recording studio
most popular business ideas
8 Sports shop
we have received. Is your
9 Sandwich shop
business here?
10 Childcare
Work with another pair and

choose one of your ideas.
Could your business idea
work? Discuss the questions.
, w h a t product or service have you

chosen to sell?
W h a t is the aim of the business?
. W h o a re your potential customers?
W h a t materials do you need?
W h e re a re you going to locate your
business?
W h a t price do you intend to charge?
H o w can you find your customers?
. H o w w ill you ensure that customers buy
from you and not your competitors?
i W h e re can you get finance?^
Choose one member of your group to give a short presentation,

summarising your business idea, to the class. Listen to all of the
presentations. Which groups idea is most likely to work? Why?
How many words can you find in the unit

which go before and after business?
to s ta rt
C O N S O L ID A T I O N

a a risk
1 to charge-------
---- b a price
2 to found
a business
business _________
3 to keep
c a company
4 to work out
d an idea
5 to come up with
e advice
6 to offer
f a skill
7 to gain
g a business plan
h accounts
8 to take
0
The same word is missing from all the

phrases. What is it?
to give
___________ a job
to set
___________ a stall
Look at part of an interview with Richard

Reed from innocent. Complete the
interview with the following words.
in
for
of
to
for
of
about
in
to
from
of
on
to think ___________ jokes

B
Complete the table.

Verb
Noun
decide
decision
aim
organise
location
summary
register
resignation
mix
package
control
belief
recommend
advise
qualify
lack
Hello, Richard and welcome 1to the

studio. Thank you 2
joining us
today and telling us more 3_____
innocent.
Hello.
First, can you tell us how you make
smoothies?
Well, everything is spotlessly clean. We
squeeze only the best fruit, add the juice
4
crushed fruit and pasteurise it.
Our smoothies are the only 100% fruit
smoothies 5_____the m arket.
What would you say are the main
advantages 6
being your own boss?
Well, youre 7
co n tro l8
your
own destiny and responsible 9
your
own future. But it is a lot of
responsibility.
I believe you and your colleagues
resigned 10_____ your jobs 11
quite
dram atic circumstances. You asked other
people if they thought your product had
a future. When you got a clear answer,
you resigned immediately.
Thats right. We knew we had an
excellent product - and we also received
a lot of help. For example, Shell
LiveW lR E has been a fantastic source
12
practical information about the
dos and donts of business.
I 12
UN
Review
RE A D IN G
Look at the letter below.

What is its purpose?
Who else would you expect to receive the letter?
What does the w riter of the letter expect the reader to do?
Complete the letter with the correct form of the verbs in brackets.
BRIGHT IDEAS Workshop: Promoting Enterprise
Dear Mr Anderson
I am w riting 1(write) to inform you of a special training event Shell
LiveW IR E______________________ 2(hold) on 13 June 2003.
I t ____________
3(aim) at people who are unsure of their
future and who
4(still/explore) the options
available. The one-day w orkshop__
5(enable) you to explore creative thinking, identify the specific skills
and characteristics of the entrepreneur and meet young people
w h o ____________________ 6(already/make) a career out of
business.
The programm e_________________
______________ 7(begin) at 9.30 am and
8(schedule) to end at 4.30 pm. A buffet
lunch and refreshments. ____________________ 9(provide).
Please contact me if y o u . _____________________ 10(wish) to place
a booking or if y o u ____
11(like) any further
information.
I look forward to ______
12(hear) from you.
Yours sincerely
SPEAKING

What do you understand by the word en trepreneur?
What are the characteristics of successful entrepreneurs?
Do you consider yourself to be entrepreneurial? Complete the sentences

about yourself.
I would describe myself as ...
In my opinion, the most im portant thing in life is ...

I have often thought about ...
1 WOuld neV6r "
I really enjoy ...
rIf I coul
113
The BRIGHT IDEAS Workshop organised by Shell TireWIRE aims to

encourage creative and entrepreneurial thinking. Work in groups.
Carry out two of the workshop activities.
UNIT
11
The
Squares'
Exercise
How m any
squares do
you see?
Brainstorming
How m any w ays can
you think of to m ake
^
$ 1 million?
To what extent do you think that activities like these can promote
entrepreneurial thinking? What else could you do to encourage people
to think like entrepreneurs?
I 14
UN
FORM
Not all entrepreneurial thinkers succeed in business. Look at a quiz from

Shell LiueWIRE which aims to find out if you have the necessary qualities
to turn your business ideas into reality. Choose the correct form of the
words in brackets.
yO U
Quiz: Could
succeed ^ b u S l l i e S S ?
Tickthe letter that most applies to you.

1 . W h e n you plan a holiday, w h a t (are you usually
4.
doing/do you usually do)?

a)
I visit (every/all) travel agency, picking up brochures
a)
I do w h a t my friends or fam ily w ant. I'm h ap p y with
b)
w h a t they're h ap py with.
c)
I know exactly w here I w a n t to go, book my own
I enjoy the
c)
house with
some friends,
how
Everyone w ould do (som e/any) housework -
but I
planning.
I w ou ldn 't ask anyo ne (doing/to do) w h a t I w ou ldn 't
(To get/G etting )
re a d y
I'd organise a rota, but w ould p ro b a b ly end up

doing other (peoples/peoples) jobs.
to
d)
W h ic h description best fits how your close friends
I'd
d ra w
up
would/would
actually go is really dull.
2.
do myself.
flight and a rra n g e my own accom m odation.

d)
shared
hate mess, so I'd m ake sure everything got done.
to com pare resorts.

b)
If you
(w ou ld /do ) you split up the housework?
5.
w ould describe you if you (would ask/asked)?
brilliant
rota,
but
it
(never
never) actually happen.
If you had your own business, w h a t w ould be the

(m o re /m o s t) im portant thing for you?
a)
A perfectionist.
a)
Q u a lity and attention to detail.
b)
A good listener.
b)
The customers and my relations with them.
c)
Determ ined and cool under pressure.
c)
Keeping in control and w orking hard.
d)
C reative with lots of ideas.
d)
Innovation and n ew ideas.
3.
W h e n you 're looking for a job, w h a t a re you most
6.
W h o w ould be your "business partner from hell"?
likely (d o /to do)?
a)
Som eone
a)
w ho
has
m any
ideas,
none
of
(w ho m /w hich ) are practical.
I spend ages on my C V before (to apply/applying) for

anything.
b)
Som eone w ho is inconsiderate and self-centred.
I ask as (many/m uch) p eople as possible w h a t they
c)
Som eone w ho
is not p re p a re d to m ake w ork a
priority.
think of my a p p lication .
I know w h a t kind of job I w a n t and d on't give up
until I (get/w ill get) it.
d)
Som eone w ho (cannot plan/cannot to plan) for the

future.
I try as m any different w ays (than/as) possible to find

a job.
S P E A K IN G
Now work in pairs. Ask and answer the questions in the quiz.
Look at some feedback on the quiz on page 152. Do you agree with what
it says about you? Why/Why not?
EE Work in groups. Think of and describe a successful entrepreneur who is

well-known in your country or internationally.
Why is he/she well-known?
In what way would you say he/she is a typical entrepreneur?
W hat other factors have helped him/her to be successful?
I 15
Complete the table.
Infinitive
Past simple
Past participle
be
was
been
begin
every
1 When I plan a holiday, I v i s i t s travel

agency.
begun
choose
chose
do
did
2 When Im looking for a job, I know w hat

kind of job I w ant and do not give up
until I will get it.
draw
drawn
get
got
give
3 If you asked, my close friends will

describe me as a good listener.
4 My business partner from hell would be
someone which cannot plan well.
gave
o
have
gone
5 If I shared a house with some friends, I

wouldnt ask anyone doing w hat I
w ouldnt do myself.
heard
6 If I would have my own business, the most

important thing would be working hardly.
had
hear
keep
kept
know
knew
make
made
say
said
see
seen
thought
understand
understood
write
wrote
Dear Wayne

following words.
of
of
to
to
at
1 I am writing to inform you o f a special

training event.
2 The training is a im e d
young
people about to start on their careers.
3 I look fo rw a rd
Complete the Shell Live WIRE e-mail with

the correct form of the verbs in brackets.
Thank you for agreeing 1(agree) to be one of our

guest speakers on our BRIGHT Ideas Day next week.
think
in
Look at some answers to the quiz on

the opposite page. Find and correct the
mistakes in the sentences.
hearing from you.
As I explained, the d a y ______2(design) to help the

participants to generate a viable business idea and to
find out what i t ______ 3(take) to be an entrepreneur.
All you n e e d ______ 4(do) is to join the group in a
discussion about yourself and your business. First of
all, I ______ 5(introduce) you and then hand over to
you to say a little about what you
6(do) for a
living, how you originally______ 7(come) up with
your business idea and how your idea
8(change) since then.
I ______ 9(enclose) a programme and location map
for your information. If you
10(like) to display
anything or show slides, please let me know asap so
that I can ______ 11(make) the necessary
arrangements.
4 What are the characteristics _____

successful entrepreneurs?
If y o u ______ 12(have) any questions at all, just give

me a ring and I ______ 13(be) happy to answer them.
5 Not all successful entrepreneurs

su cceed
business.
I look forward to
6 Quality and attention

important.
UNI T
11
detail are
14(see) you next week.
Yours sincerely
Sue
I 16
UNIT
Presenting your company

S P E A K IN G
Have you ever given a presentation in English? Did it go well? Why/Why not?
L IS T E N IN G I
Bob James of Shipley, the multinational industrial chemicals company,

gives a presentation. Listen to the opening and answer the questions.
1 What does Bob do?
2 Who do you think Bob is speaking to?
3 What is the presentation going to be about?
Shipley
A ROHM AND
HAAS COMPANY
Look at phrases for opening a presentation. Listen again and tick ( / ) the
phrases Bob uses.
Greeting the audience:

Good morning, iadiee and gentlemen, id like
to welcome you (all) to ...
Outlining the structure of the presentation:
Hello and welcome to ...
I'll s ta rt by ...-ing. A fte r th a t, I'd like to move

o n t o ... And finally, I'm going to speak about ,
Introducing yourself:
V First o f all, I'd like to ... Secondly, ... Finally, ..
My name's ... and I ...

Let me introduce myself. I'm ... and I ...
Ending the opening:

OK. Let's begin.
Stating the purpose of the presentation:

I'm here (this morning) to talk a b o u t...
Right. Let's get started.
My talk (today) will be a b o u t...
S PEAKING
Imagine you have to give a presentation to a group of visitors to your

company (or a company you know). Decide on the structure of your talk.
Then work in pairs. Practise the opening. Use the phrases above.
Use this framework to structure your talk.

1 Greet the audience.
2 Introduce yourself and

your company.
3 Tell the audience what

your presentation will
be about.
4 End the opening.
12
U
Listen to the next part of Bobs presentation. What is the significance of

the following dates in Shipleys history?
Date
UNIT
LISTENING 2
Significance
1957
1976
1992
1993
late 1990s
Look at phrases for the body of a presentation. Listen again and complete
the phrases Bob uses.
Referring to visuals:
Clarifying questions:
As you can eee ..
Im sorry I didnt quite hear you. Could you ...
Inviting questions:
Moving on to another point:
Does anyone have ...
Moving on now to ...
I
Q
Now add these phrases to the correct category above.

1 Sorry. Could you say that again, please?
2 Before I go on, are there any questions?
3 If you look at the screen, youll see ...
4 Id now like to look at ...
SPEAKING
Write down at least three significant dates in the history of the company
you introduced earlier. Then work in pairs. Tell your partner about the
significance of the dates. Use some of the presentation phrases above.
118
12
UNI T
LISTENING 3
Re-order the statements from the end of Bobs presentation. Then listen
and check your answers.
a Id also like to remind you that if youd like to take a tour of the plant,
you should now make your way to the reception area.
b If there are any more questions, Ill be happy to answer them.
c To sum up, Id like to say that Shipley is - and will remain - committed to
the development of products and processes that stress quality and
concern for our members, customers and the environment.
d A member of our production staff will be waiting there to show you
around.
e No? Well, in that case, Id like to thank you for your attention.
[Q
Add the phrases Bob uses to these phrases for ending a presentation.
Summarising:
Thanking the audience:
Yd like to conclude by -ing
Thank you for listening.
Inviting additional questions:

Does anyone have any further questions?
SPEAKING CD Work with another partner. Now give the complete presentation about the
company you introduced earlier. Use the presentation phrases above.
12
Match the phrases and functions.
1 Hello. Id like to welcome you all to M

brackets.
UNIT
1 Im here today (talkingXfcptaijs) about of different products across the compan
2 Moving on now to ...

3 Right. Lets get started.
2 Ill start by (comparing/to compare) sales

across all countries within the group.
4 As you can see, ...

5 First of all, Id like to .... Secondly ....
Finally ...
3 Id like you (looking/to look) at this slide

showing sales over the last two years.
6 My nam es .... and I ...

7 My talk today will be about ...
4 (Moving/To move) on now to look at sales

across product ranges, ...
a Introducing yourself
5 Id like to conclude by (quoting/to quote)

the words of our Chairman.
b Greeting the audience
6 Thank you for (listening/to listen).
c Referring to visuals
d Stating the purpose of the presentation
e Outlining the structure of the presentation
To sum 1u, Id like to say that Shipley is and will rem ain - committed 2
the
developm ent3
products and
processes that stress quality and concern
4
our members, customers and the
environment. If there are any more
questions, Ill be happy to answ er them.
No, w e ll,6
that case, Id like to thank
you 7
your attention. Id also like to
rem ind you that if you would like to take a
tour 9
the plant, you should now
make your way 10______ the reception area.
f Moving on to another point

g Ending the opening of the presentation

following words.
welcome
hear
introduce
repeat
move
thank
1 Im sorry. I didnt hear you.

2 Could you
the question, please?
3 Id like to
you all to Shipley.
4 Lets now
products.
on to look at Shipleys
5 Id like to
you for your attention.
1 Hello and welcome t o _________________
myself. My nam es Josef
2 Let me introduce myself. Im __________
6 Let me
Pring.
Fill the gaps with for, in, of, to or up.

Check your answers with the tapescript.
Re-order the words to make presentation

phrases.
1 gentlemen/good/ladies/morning/and
Good morning, ladies and gentlemen.
2 go/any/on/I/before/there/are/questions?
Imagine you are giving a presentation.

Complete the phrases.
3 Im here this morning to talk about

4 My talk will l a s t ______________
5 Ill start b y __________________
6 After that, Id like to move on to
3 point/next/on/moving/the/to/now
4 you/for/thank/listening
7 And finally, Im going to talk about
5 to/JPC/and/hello/welcome
6 roughly/talk/thirty/my/last/will/minutes
8 Right,
120
Effective presentations
SPEAK IN G
Answer the questions from a questionnaire about presentations. Then

work in pairs. Compare your answers.
Do you (or w ill you) have to give presentations for w ork?
If so, give details about the following.
The types of presentations you give

(e.g. formal/informal)
Your typical audience (e.g. colleagues/

visitors to your company)
The purpose of your presentations (e.g. to

sell something/to update colleagues)
Whether you include a question and

answer session
The length of your presentations
Any visuals you use
What you find easy/difficult about giving

presentations
Whether you have read any books/

attended previous training on presentations
VID6AC0M
What preparation you do (if any)
Business Skills Training
David E a d e
Puh: 0 3 -7 8 19 549
VIDEACOM
Mobile: 0 5 0
55 9 8 9 1 5
S okeritopankatu 24
15 6 1 0 LAHTI
LISTENING I
David Eade from Videacom is interviewed about presentations. Listen to

the first part of the interview and answer the questions.
1
2
3
4
What do you learn about Videacom?

What kinds of courses does Videacom run?
Who are Videacoms typical clients?
Why has Videacom experienced such a growth in demand for
presentation skills training?
L IS T E N IN G 2
David talks about the advice he gives on presentation skills. Listen to the
second part of the interview and make notes under the headings given.
UNIT
12
SKILLS
Audience
Purpose
Structure
Delivery
Visuals
Preparation
Practice
How useful do you consider Davids advice to be?

S P E A K IN G
Work in pairs. Draw up a list of the six most important features of an

effective presentation.
1 ______________________________________________________
2 ____________________________________________________
3 ___________________________________________
4 ___________________________________________
5 ___________________________________________
6 __________________________________________________
Now join another pair and compare your lists. Agree on one final list.
122
Work in groups of three. Imagine you all work for the same organisation.
You have been asked to give a five-minute talk at a meeting about
improving the organisation. Choose one of the following topics.
Working conditions
Staff recruitm ent
Effective communication
* wm c o H
Business Skills Training
Use this fram ew ork to structure your talk.

1 Introduce your topic.
2 Give some
background
to the topic.
3 Summarise the key

issues facing your
organisation in this
area.
4 Make suggestions.
5 Conclude your
presentation.
23
Take turns to give your presentation to the rest of your group. Give each
other feedback using the list you drew up earlier.
What did you think of each others ideas? Which suggestions is it possible
to implement in your own organisation?
Which verb goes with each group of

nouns?
UNIT
12

following words.
feedback
on
in
in
to
across
for
for
with
in
to
1 The seminars I offer deal

communication skills.
business
2 There has been a lot of grow th_____

demand in this area.
3 Some of the most popular training
concentrates
presentations.
4 The majority of participants a r e _____
their late 20s.
5 Many people have had no formal
training_____ giving talks.
notes
6 It is important to get your message

logically.
7 Get u se d ____ using this framework
for your presentations.
8 Ensure your talk is appropriate_____
your audience.
9 Ensure the text on your slides is kept
a minimum.
10 There is no substitute
preparation.
Q
good
Complete the table.

Q
Verb
Noun
practise
practice
Find words in the tapescript to complete

the advice about giving a presentation.
Giving a presentation
analysis
satisfy
|/
Take tim e to p repar e.
(/
U seaf
(/
Keep your text on your v_
provision

1 to attend------^
2 to run
a stress
k.
s to a
m inim um .
--------- b a meeting
3 to draw up
c growth
4 to satisfy
d a list
5 to take
e a course
6 to do
f time
7 to reduce
g preparation
8 to experience
h a need
D o n 't look dow n at your n
M akee
D o n 't f
s.
t w ith your a _
e.
t w h ile you're speaking!
u o ije iu a s a jc T e I I u ia io
124
Tapescript
U N IT
I TOPIC FOCUS
1
Im currently working towards the Certificate in Front
Office and Housekeeping Operations at HITDC. The
course covers bed-making, public area cleaning, hotel
facilities, computer systems, management and
procedures. I find the role-plays we do in the Front
Office area really useful. We normally video the roleplays to help us learn about body language, posture
and attitude. The sound of your voice is also very
important. One of the things we learn is that you must
always be cheerful and smile at the guests when
youre working in the Hospitality Industry.
2
The training programme Im doing is called Tour Guide

and Service Culture. We learn about presentation skills
in general and how to be a good Tour Guide. We also
find out a lot of details about the popular sightseeing
areas in Hong Kong so that we can explain them to the
tourists. At the moment were looking at the Hong Kong
Island Tour and how to present information clearly and
correctly so that our visitors dont get lost. I like the
way we go out and visit the areas we have to talk
about. Later this week, for example, were going to the
Peak, Aberdeen fishing village and Stanley Market. We
present the tours ourselves, so it gives us real life
experience. We also get feedback on our performance
so that we can do it better next time.
3
Im on the Food Preparation (Western) Course, which
covers hot and cold kitchen procedures, cooking
methods, food hygiene, pastry and dessert preparation
and so on. At the moment were focusing on hot
kitchen procedures and are learning how to prepare
main courses and soups. We often prepare and cook
the food for the customers in the training restaurant. I
think this experience will be very useful in the future
when I have to do this for real in my job. Everyones
very helpful and encourages you to do your best, I
mean the instructors and the other students. So I think
I now feel more confident about my work.
4
The training programme Im on is called Food and
Beverage Service. There are lots of things to learn
about - like table setting, service skills, menu
knowledge, wine knowledge and cocktail making. At

the moment theyre teaching us how to serve our
customers. I like the way we do restaurant duty and
serve the customers face-to-face ourselves. I hope to
work as a waiter when I finish the training programme
- so I think this is giving me excellent experience. The
instructors are very patient and explain how to do
things very clearly, which I also think is very good.
U N IT
TOPIC F O C U S
1 Germany
Siemens is one of Germanys most successful
companies - and has been for years. Its changed a lot
since its early days. Its managed to grow and diversify
but has kept its reputation for quality, which, in my
opinion, is the main reason for its success. Its always
been well-known, of course, for its high-quality
household appliances, like fridges. But for a number of
years Siemens has been involved in many other
industry sectors - telecommunications being one. Itll
be interesting to see what areas the company will
move into next.
2 USA
I suppose that Coca Cola must be one of the most
successful companies in America - in fact probably
anywhere. I say that because its such a well-known
brand throughout the world. Ive spent many years
living and working overseas - and wherever Ive been,
Ive always been able to buy a bottle or a can of Coke.
I think the products been successful for so many years
because the companys marketed it so well to so many
different people and different nationalities throughout
the world.
3 Brazil
Have you heard of UOL, or U-O-L? Its one of the most
successful companies in my country. UOL, which
stands for Universo Online, is an ISP - an internet
service provider. The companys only been up and
running for a few years but its already become the
Number One internet service provider in Brazil - and,
I believe, the main Portuguese language web portal in
the world. I think that one of the reasons why its so
successful is it hasnt been afraid to expand. Ive heard
its now the biggest ISP in the whole of Latin America and is still expanding. It offers more than six million
T A P E S C R IP T
pages of news, information, entertainment and

services and gets 50 million page views every day!
4 Ireland
Ryanair must be one of Irelands top-ten most

successful companies by now. Its certainly one of the
fastest growing companies I know. Its a low-cost
airline which offers regular scheduled services
between Ireland, the UK and many other European
destinations like Germany, Belgium, Sweden, Austria
and Italy. The companys just announced its buying
several new planes, and its recently opened new
bases. I think Ryanairs success is largely due to the
fact that its managed to give people what they want cheap flights to popular destinations.
5 Japan
Canon is a very successful Japanese company. Its

probably most famous for its cameras, but its actually
involved in other areas - optical products like lenses
and office machines like photocopiers, scanners and
printers. This is its biggest area. I believe Canons been
successful because of its special philosophy which
people respect and which makes them trust the
company - its called kyosei. It means that everyone whatever their race or religion - works together for
the common good into the future. Canon itself means
something like criterion or standard of judgement,
meaning that Canon sets standards in business.
P
L
J
P
J
P
J
Pleased to meet you, Lesley.

Hello, Peter.
Anyway, Peter, how are you?
Im very well thanks, and you?
Not too bad. So, did you have a good flight?
Yes, it was OK, actually. But the food was terrible.
So would you like something to eat before I take you
to your hotel?
P Thatd be great, thanks.
J OK. Lets go. Shall I help you with your bags?
P Thats very kind of you.
Situation 2
R = Receptionist
E = Eric
R Hello. Can I help you?

E Yes, Im here for a meeting at 10 oclock. Tim Evans
said hed come down here to meet me.
R Could I have your name, please?
E Yes, Im Eric Melrose from Nation Bank.
R Please take a seat. Ill let Mr Evans know youre
here.
E Thank you.
R Youre welcome.
After a phone call
R Mr Evans said hed be down soon. In the meantime,

can I get you a drink?
E A coffee would be good, thanks.
6 Australia
News Corporations one of Australias largest

companies - and one of the worlds biggest media
companies, I think. I dont know if I can even name all
the areas its involved in - theres cable and satellite
TV, books, magazines, newspapers .... I dont know
exactly why its been so successful - but I can imagine
that its willingness to innovate must be one major
factor - and being good at marketing itself to people
and organisations all over the world.
Situation 3
Good morning everyone and welcome to ITD

Communications. Thank you all for coming today. For
those of you who dont know me, my name is Gavin
Sykes and Im the Marketing Manager here at ITD. Id
also like to introduce you to Jean Peterson, the Sales
Manager of ITD. And this is Susan Bell, my secretary,
wholl be taking the minutes today.
Situation 4
A = Man
U N I T 3 S ITU A TIO N S
S o cia l situ a tio n s

Situation 1
J = John
P = Peter
L = Lesley
J Hello, Peter. Welcome to England! Its nice to see

you again.
P Hello, John. Good to see you too. Thanks for coming
to meet me.
J Its a pleasure. Let me introduce my colleague,
Lesley Power.
B = Woman
A So, how about having a drink?

B That would be very nice.
A Shall I order us a bottle of wine? Or would you
prefer beer?
B I think Ill have wine.
A I can recommend the house white - if you like a dry
white wine, that is.
B That sounds good.
To the waiter
A Excuse me. Could we have a bottle of white house

wine, please?
126
U N I T 3 SKILLS
R = Ruth
~tsB = Ben
B Hello. Its Ruth Wood, isnt it?
R Yes.
B Hi. Im Ben James. I work with your friend Paul
Holmes at ATL. He said you might be here this
weekend.
R Oh.
B Are you enjoying the conference so far?
R Its OK.
B I see ... um ... well, would you excuse me? Ive just
seen someone I have to speak to. Nice to talk to you.
U N I T 4 TOPIC FOCUS
Business travel
1
easyJet only sells direct to the customer and therefore
has to make sure that customers are aware of how to
get in touch to book their flights. As one of the most
visible things about an airline is its aircraft, easyJet
decided to make the most of this fact by putting its
name and details on the exterior.
2
Offering more than one type of fare class adds

complexity and therefore cost to the operation. By
keeping things simple, easyJet is able to minimise its
costs.
3
At the moment, the average age of the fleets under five
years, making it one of the youngest in the world. But
as the new planes come into service and replace older
aircraft, the fleet will actually start to get even younger.
4
Essentially, to keep costs down, which in turn helps

keep fares low for passengers. By operating one type
only, easyJet can maximise efficiencies in the
recruitment and training of staff ... engineers and
cabin crew, for example ... as well as maintenance
costs. The Boeing 737s regarded as one of the best
selling commercial aircraft of all time, made popular
because of its efficiency and cost-effectiveness.
5
Each aircrafts able to hold a total of 149 passengers.
This means that boarding doesnt take too long - and
you can get off the plane quite quickly when you reach
your destination.
6
Currently there are 21 aircraft. However, by 2004, the
fleet will be double in size. A total of 29 brand new
700s are arriving at easyJet before then. The airlines
committed to flying a modern fleet - so some existing
aircraft will be taken out of service as soon as the new
planes enter the fleet.
U N I T S TOPIC FOCUS
Being the boss

1
Where Im working right now its important for the
managers to be able to delegate well. You know, give
the right tasks to the right people. So they need to be
in touch with whats going on at different levels of the
company. And they need to be open to suggestions
from the staff. I must say, though, that the boss Ive
got now has never wanted to know what we think!
Also, todays working environments very dynamic, and
so I suppose its good if managers are adaptable.
2
I think that its important for managers to be able to

make good decisions and stick with them, especially
when theres a crisis. They should also keep their staff
informed about whats going on and, more importantly
perhaps, they should explain why theyve made their
decision and what the various options were. My
current line managers very good at this, which means
hes really respected by all the staff.
3
In my opinion, good communication skills are essential
for a manager. Your team has to know that youre
approachable, open to suggestions and supportive. One
of the best managers Ive ever had held regular
departmental meetings so that staff were able to
discuss issues and share opinions. Its also important
to be positive and well organised. And it helps to have
a good sense of humour, because laughter can help
reduce stress when youre under pressure.
4
I remember one of my former line managers, who was

really hard-working. Even though he stayed late in the
office if necessary, he didnt expect us to do the same.
If we ever chose to do so, we were always paid
overtime or finished work earlier another day.
Personally, I appreciated never being taken for
granted.
T A P E S C R IP T
U N IT 6
SKILLS
Effective e-mails
I = Interviewer
J = Jane
I Today in the studio were going to be looking at the

use of e-mails in business. We have with us
magazine editor Jane Howard. Welcome to the
studio, Jane.
J Thank you.
I So, Jane, you use e-mail in your work, I know, but
why do you think e-mails have become so popular
in business generally?
J Well, theyre quick and cheap to send of course ...
and very flexible. I can read and write e-mails when
and how it suits me. I certainly use e-mail to send
quick, chatty messages to people I know well - but I
also send more formal mails to my clients, for
example, or people Im going to interview.
I So would you say e-mail has changed the way you
work?
J Greatly so. Now if I send off an article for someone
to check, I can get feedback within hours - or even
minutes.
I But there must be some disadvantages too.
J Well, people tend to write e-mails quickly - and
dont bother to check them before they send them.
So sometimes, when you read an e-mail, it can be
hard to tell how to take the message. I mean, tone
can be a problem. Im sure most people who use
e-mail regularly can tell you about the abrupt or
even rude e-mails theyve received.
I And youre saying maybe the writer didnt really
intend to be rude?
J Exactly. The problem is, though, that e-mails are
not really like speech. You havent got the facial
expressions or the body language or the intonation
to help you get your message across.
I So what advice would you give to people who write
e-mails?
J Well, its difficult, especially for non-native
speakers, to know how to write e-mails as there
isnt really any agreement. So Id say treat e-mail
like any other business correspondence. I mean,
think of the reader, plan what you want to say,
make sure the reader knows what to do after
reading your e-mail. That kind of thing. Use a
neutral style in general. But if this is your first
e-mail to someone, maybe its best to be more
rather than less formal.
Id also advise you not to send attachments the first
time you mail someone: their machine might not be
as powerful as yours and its not going to make a
good impression if it takes half an hour to download

the attachment! Being an editor, I need to be able to
send text and photos electronically - but I always
check its OK first with the person I want to send
them to - just in case theres a technical problem at
their end.
Id imagine its very important to check what youve
written.
It is indeed. Re-read your e-mail from the point of
view of the person receiving it. Would they
understand it? Is the tone appropriate? Would they
be upset by it? If youre not sure, get someone else
to check it for you - or leave it for some time and
check it again yourself. And of course, check that
there arent any spelling or punctuation mistakes.
Think how youd feel if you got a mail with your
name spelt incorrectly! And check what youve
written in the subject line. It can make the
difference between someone reading your mail
straight away - or deleting it without reading it!
Ive also heard its advisable not to use capital
letters.
Thats right. Its as if youre shouting. Its also better
to avoid using bold or italics. It might look good to
you - but could look very different at the readers
end.
People think e-mail is somehow different from other
forms of business communication or that the same
standards dont apply. But they do! A badly written
e-mail can make a bad impression and even affect
your business - just as a well-written e-mail can
enhance the reputation of your company. E-mails
can last forever. So before you press SEND, make
sure you want yours to.
Thank you, Jane, for joining us today.
Thank you.
L A N G U A G E S K IL LS
(L IS T E N IN G )
Strategies for listening

Listening 1
J = John
S = Sam
J Hi Sam, long time no see. What have you been up

to?
S Ive just got back from Venice, actually.
J Venice! How lovely. What were you doing there?
S I was at a conference.
J Lucky thing!
S I know, Venice was wonderful. Shame I cant say the
same about the conference itself!
128
T A P E S C R IP T
J You mean it didnt go well?

S It didnt go at all well - in fact, it was awful.
Everything that could have gone wrong went wrong,
from the venue and the food - to the range and
quality of the lectures.
J So the speakers werent very good, then?
S Dreadful. Most of them were talking about web
design ...
J Sounds interesting ...
S Well, youd think so, wouldnt you? The thing was
they were talking as if good web site design had
absolutely nothing to do with the content.
J You mean that they just talked about the technical
stuff.
S Thats right. Nothing at all was said about effective
design from the users point of view, [loud noise in
the background]
J Sorry, I couldnt hear you with all that noise. Could
you just say that again?
S I said there was nothing about the effective design
from the users point of view.
Listening 2
Good morning. Thank you for coming along this
morning. As you know, today weve got to decide what
were going to do with the 5000 we have to spend on
improving our working environment here in the
Marketing Department.
Ill start by recapping what the options are - so feel
free to take notes on the reasons for and against each.
After Ive finished, I suggest we split up into groups so
you can discuss the proposals together further before
we come together again as a whole group to make our
decision.
So can I now ask you to work in groups and discuss

how you could ...
U N IT 7
TO P IC FOCUS
Looking to the future

1
Judging by the commercial success of films such as
Harry Potter and Lord o f the Rings , the cinema
industry must be booming at the moment. As an avid
cinema-goer myself, I think this success has been and will continue to be - due to a combination of
factors: exciting films and great actors plus a more
customer-oriented approach adopted by cinemas over
the last few years - an approach which is very likely to
continue. I mean, just look at the increasing number of
cinema complexes offering superior seating, state-ofthe-art sound, special discount days, restaurant
facilities and free parking. And the variety of films
being shown has grown too - from popular,
mainstream to trendy, alternative films. All these
aspects are bound to be even more important in the
future as cinemas continue to face competition not
only from traditional sources such as television and
videos but also from new media such as DVDs.
2
The second idea is to improve the main foyer area. It

always looks very scruffy as you know. It could do with
painting and decorating for a start and maybe a few
pictures - and comfortable chairs to make the area
seem more welcoming. But the problem is that we
cant afford to do the other two foyers in the
department - and if we do just the one, it might make
the others look even worse!
We were told that the current economic situation

would lead to a downturn in the retail industry, but I
dont think this is going to happen, given that
companies like Wal-Mart and H & M have been really
successful this year. What has changed, though, and
will continue to change, is the way people are
shopping. More and more people are making online
purchases, and the number is certain to increase as
more people get internet access. In the future I think
the most successful online retailers will be those who
manage to offer secure web sites which are easy to
navigate and enable customers to find the things they
wish to buy easily. Retailers who then deliver the right
goods, at the right time, and the right price, will keep
and develop their customer base. Those who let their
customers down are likely to lose their online custom and may even lose their store custom too.
The third and final proposal is for additional lighting

in the department. Its rather dark in the hallway and
in some of the meeting rooms - especially those
without windows - and the money would be enough to
3
Many people think that information technology has
passed its peak, pointing to the dramatic drop in the
value of IT shares recently as just one indication.
So, the first suggestion is to upgrade the kitchen area.

While this would enable us to replace some of the old
kitchen equipment, we still wouldnt have enough
money for the new furniture we also need.
29
provide all the extra lighting we need for this. The

main objection would be the disruption wed encounter
by having the electricians in for several days.
T A P E S C R IP T
Well, Im convinced of the very opposite. I believe

were at the dawn of a new era, comparable to the
Industrial Revolution when the first steam engines
were introduced. Today we have the internet, massive
computing power on tiny microchips and databases
with seemingly unlimited storage capacity. All these
can and will be used to develop even more powerful
systems. Youve only got to look at where IT is used
nowadays - diagnostic systems in hospitals, global
communications ... the list is endless. I think that in
the future, the combination of a whole range of
technologies is going to unlock doors to applications
which at the moment we cant even begin to imagine!
Of course, no one really knows whats going to happen

to the pharmaceuticals industry. At the moment it is
very successful - and its highly likely itll remain one
of the biggest sectors in the world. But there was an
article in the paper lately, I cant remember which one,
about the industry. It said that a number of key
patents are going to run out shortly, so I imagine that
the bigger companies could start to face competition
from others producing cheaper versions of their
products. On the other hand, major companies in the
sector have invested millions of pounds in research, so
I think were likely to see some exciting new products
on the market soon. A lot of pharmaceutical
companies have also merged or been taken over in
recent years, and I think this trend will probably
continue over the next 10 years or so.
U N IT 7
LANGUAGE FOCUS
Future forms
Can 1
K = Kevin
K
M
K
M
K
M
K
M
K
M
K
M = Monika
Kevin Blackstone speaking.

Hello. Its Monika here, Monika Schiller.
Hello. How can I help?
A key clients coming to visit Mr James on Thursday
morning and I need to book a meeting room for
them. Is Room 3 free by any chance?
Ill just check for you. Im afraid it isnt, but Room 4
is.
Thatll be fine. Ill take that one.
OK, Ill book it for you straight away.
Thank you.
Thats OK.
Bye.
Bye.
Call 2
R = Roger
M = Monika
R Good morning. Can I help you?

M My names Monika Schiller. Im ringing about the
sales conference on Friday 15 June. I was
wondering if you could tell me about the
programme for the day.
R Of course. The day starts at 9am with a plenary
and it finishes at 5.30. Theres a break for lunch
between 1 and 2pm and the workshops take place
after lunch.
M And could you tell me how I get to the conference
centre? I hear theres a special bus service.
R Yes, it leaves from the Town Hall at 8 oclock and
arrives at the conference centre at 8.45. In the
evening the same bus returns from the centre at
5.45, and gets you back into town for 6.30.
M Thank you.
R Youre welcome.
M Goodbye.
R Goodbye.
Call 3
M = Monika
N = Nikki
N Hello, Nikki here.

M Hi Nikki. Its Monika. Ive just heard youre leaving
next week. What are you going to do?
N Well, Im going to have a few days rest first.
M Good idea.
N And then Im going to take a few courses before I
start my new job. Im going to do a refresher
course in computing and after that Im finally going
to start to learn Italian ...
M So you decided to take the job in Rome after all!
N Yes, I did. The starting date isnt until the end of
September but Im going out there at the end of
August to get settled in. A friend of mine in Rome
says I can stay at her place while Im looking for
somewhere to live.
M So when are you going to be back in this country
again?
N Im not sure. But Ill give you my e-mail address so
we can keep in touch.
M Thanks. Id like that.
Call 4
M = Monika
A = Andy
A Hello.
M Hi Andy, its Monika.
A Hi Monika.
130
M Thanks for your e-mail. Id love to meet you for

lunch on Thursday but Im afraid Im going to a
conference and wont be back until Friday.
A How about Monday?
M Im meeting a client in the morning and then Im
seeing my boss for my appraisal.
A I see. Are you doing anything on Tuesday?
M Were all attending a briefing session in the
morning, but I think Ill be free for lunch.
A Lets say Tuesday, then. Ill come and pick you up
at, say, 12?
M Great, Ill see you then.
A Bye.
M Bye.
I
J

I = Interviewer
J = Jonathon
I More and more companies are realising the

importance of donating time, and not just money, to
social, environmental and community projects.
Jonathon London is here in the studio today to talk
to us about the business benefits of being socially
responsible. Welcome to the programme, Jonathon.
J Thank you.
I So Jonathon, why do you think its important for
companies to be seen as socially responsible? Isnt
the business of business just to make money!
J Well, for one thing, businesses are always
concerned to enhance their image, and being
socially responsible can help them to do this.
Theyve realised that it can improve customer
loyalty, especially when consumers are increasingly
turning to companies committed to social and
community projects.
I But thats not all, is it? I understand that by
supporting community projects, organisations can
also help to improve employees skills.
J Thats right. Community projects can really be a
form of staff training. Thats why some companies
allocate staff a certain number of hours which they
can devote to a community project. Or some
employers agree to match the number of hours that
an employee puts in in their own time. Some even
allow employees to be seconded full-time to a
community organisation for a period.
I I see.
J Or a different approach is to expect the
volunteering to take place entirely during the
employees own time - but the company might
I
J
I
J
I
J
I
J
donate funding or equipment to help with the

project.
Right. I suppose another benefit for companies of
being socially responsible is that it could help them
to attract staff. Would I be right in thinking that?
Yes, you would. A recent surveys shown that
jobseekers, in particular graduates, would prefer to
work for companies which care - especially about
community issues. So organisations which are seen
to be socially responsible can attract more
applicants - and also retain existing staff.
So, what kinds of activities are companies involved
in?
Well, some companies organise team challenges.
Theyre one of the most popular activities at the
moment, I believe. That means that a group of
employees at a company might tackle a particular
problem or task in the community. They might clear
local parkland, for instance, or paint a school
classroom.
I see. But whats the benefit of that to the company?
Surely not to develop painting skills in their staff?
To develop teamwork, Id say. Another thing thats
getting more and more popular are schemes where
you get details of specific projects you could
contribute to. Then if you happen to have a free
lunch hour or if your meetings cancelled on a
Friday afternoon, you can just dip into the calendar
and choose an activity.
So theres no expectation of ongoing commitment?
No, in that case, no.
And what about longer-term projects?
Well. A number of organisations support ongoing
schemes, like improving local youngsters literacy or
computing skills - or helping the elderly in the area,
driving them to the supermarket and so on. Fords
got an interesting scheme where people whove
retired from the company can get involved in
community programmes, like doing DIY or helping
college students with engineering. There are about
40 000 people registered with their scheme, I believe.
Right.
And then theres companies like Diageo. Ive heard
that they encourage their staff to get involved not
only in one-off projects in the local community, but
also in ongoing schemes. In one of them, volunteers
and teachers run lessons with young children to
help them to see how what they learn in class can
help them in their future careers. And then the
children have the chance to come and spend a day
in the workplace at Diageo.
So there are a great variety of ways in which people
can become involved in socially responsible
T A P E S C R IP T
activities. Unfortunately, were running out of time.

But thank you, Jonathon, for joining us in the studio
today.
J Thank you.
J Wednesday at two. Thatd be fine. OK. I look

forward to seeing you then.
T Bye.
J Bye.
Can 3
R = Hotel receptionist
U N IT 9
S ITU A TIO N S
Telephone calls
Call 1
R = Receptionist
M = Mike
R Good afternoon. Lindor Communications. Can I help

you?
M Hello. Yes, could you put me through to Mr Vanstone,
please?
R Whos calling?
M My names Mike, Mike Jacobson.
R Please hold while I connect you.
Pause
R Im afraid Mr Vanstones lines engaged. Can I take

a message?
M Yes, please. Im ringing about the sales conference
tomorrow. I need to check with him when it starts.
I think its 10, but it could be earlier. Could you ask
him to call me back on my mobile?
R Of course. Does he have your number?
M Im not sure. Its 0797 345 295.
R Let me just read that back to you: 0797 345 295.
M Thats right.
R OK. Ill give him the message. Thank you for
calling.
M Thank you. Goodbye.
Call 2
R = Receptionist
T = Takashi
J = Jackie
R Good morning, Vantex.

T Hello. This is Takashi Ito from KPD. Can I speak to
Jackie Taylor, please, on extension 8675? Im
returning her call.
R Hold the line, please. Ill just put you through.
Pause
J Hello, Jackie Taylor speaking.

T Hi Jackie. Its Takashi.
J Hello, Takashi. Thanks for returning my call. How
are you?
T Not too bad. What can I do for you?
J I was just wondering if we could get together some
time to discuss where we are with the MFT Project?
T Thats a good idea. How about meeting on
Wednesday at two oclock in your office?
M = Matthew
R Inter Hotel. Guten Morgen. Was kann ich fur Sie

tun? How can I help you?
M Im calling to make a booking for 23 July.
R Certainly. Is that just for one night?
M Yes, it is.
R One moment. Ill just check we have a vacancy.
Pause
R Um. Im afraid we havent got a single for that

night - only a double room.
M How much is the double?
R 110 euros.
M Did you say 110?
R Yes, thats right.
M In that case, Ill take it.
R OK. Let me just confirm that. You would like one
double room for 23 July - and the price will be
110 euros.
M Thats right.
R OK. Can I have your name and a contact telephone
number and fax number, please?
M My names Plummer, Matthew Plummer.
R Could you spell that, please?
M P-L-U-M-M-E-R.
R Thank you. And your phone number?
M Its a UK number - 44 2476 433 087.
R Sorry, could you repeat that, please?
M 44 2476 433 087. And the fax is the same except
for the final number, which is 089.
R 089. OK. Ill fax through confirmation of your
booking right away. Thank you for calling.
M Goodbye.
R Bye.
U N IT 9
SKILLS
Listening 1
Hello. This is Sally Watson. Thank you for calling last
week. Im sorry its taken me so long to get back to
you. Its just that I have been so busy - in a meeting
for most of Monday, and then I went to London for a
conference on Tuesday ... and then I had to go to Paris
for the rest of the week on a business trip for my
company, thats KSR Limited. Anyway, I would like to
132
T A P E S C R IP T
confirm that I can meet you on Wednesday as you

suggested. Please could you call me on my mobile to
let me know what time would be convenient for you.
The number is 07970 635 211. Thank you. Goodbye.
Listening 2
Hello. This is Sally Watson from KSR Limited calling on

Monday 11 June at 10am. Thank you for calling me
last week. Im sorry for the delay in replying. I would,
though, like to confirm that I can meet you on
Wednesday as you suggested. Please could you call me
on my mobile to let me know what time would be
convenient for you. The number is 07970 635 211.
Thats 07970 635 211.Thank you. Goodbye.
Listening 3
Listening 2
Hello. My names Mark Spencer. Im calling about a job

advertisement you placed in yesterdays Business
Times, sorry, Business Weekly. The post was for a
sales assistant, and the reference number was SAH
8QT. Please could you send me an application pack.
My address is 490 Hill Road, Milbury, MB2 6AX. My
phone number is 0323 434 564, thats 0323 434 564.
Thank you. Goodbye.
A So, now weve got a list of ideas, what do you think

about them? We need to decide on an idea that
could be patented. Something that it really would be
possible to develop - but not necessarily by us. And
something that people would want to buy.
B Well, Ive already said why I think the supermarket
trolley scanner wouldnt work - even though its a
nice idea. As for the bag idea, I think people would
be really interested in it - if it were possible to
develop it. But I just cant see what it would be. A
lock with a key - or a combination lock - would be
too complicated.
C Combination lock? You mean one of those things
with a four-figure number that you set and nobody
else knows? Yes, itd mean too much work for the
owner of the bag.
B Well, shall we go back to the car ideas? Doesnt
something to help you park already exist?
C You mean a mirror?
B We all know that car side mirrors arent enough.
Thats why we ask passengers to get out and tell us
how much room there is. No, what I mean is
something that comes up on the dashboard when
the car senses that something else is very near. Ive
only seen it in a few cars - but I dont know if that
technology will become standard.
A Yes, but even if it does, itll still only be on new
cars. There are a lot of people out there whod like
something they could fit on any car. Isnt there a
cheaper way of achieving the same result?
B I dont know. What about the other idea something that shows you where there are spaces?
C Well, I think drivers would love that - but they
wouldnt pay for it, Im afraid. And the owners of
multi-storey car parks wouldnt be interested
enough to pay for setting up cameras and the
electronic system needed to transmit that
information to drivers.
U N IT
10
TO P IC FOCUS
W h a t i f ...?
Listening 1
A So, first we need to brainstorm a range of ideas.

Lets just think of inventions wed like to see - not
necessarily things that we have the answers for.
And I dont think we should comment on ideas at
this stage, OK - just brainstorm.
B OK. Well, one of the things that I think theres a real
need for is some kind of fastening for a bag, like a
handbag, that would be really difficult for thieves to
get into - but very easy for the owner to open. Im
tired of worrying about security in crowds. But last
year I bought a bag with a really complicated
fastening - and then couldnt be bothered opening
and closing it myself!
C I know what you mean. Another thing that I wish
somebody would invent is a kind of scanner that
would read the prices of your shopping as you were
doing it. Itd be really good if someone thought of
something that could simply be attached to
shopping trolleys.
B But it would be too expensive to set up. If you
wanted a scanner which would read bar codes on
every trolley, the technology would simply cost too
much. Why would the supermarkets pay for it?
133
A OK, but perhaps we could leave comments out of it

for now. We did agree just to brainstorm at this
stage! Yes, another invention Id love is something
to help with parking for the car - you know, when
youre trying to get in and out of tight spaces. If
you somehow had some kind of external view while still sitting at the steering wheel, thatd
really help.
B Or another car-related idea: something for a multi
storey car park - to let you know exactly where the
spaces are. You wouldnt need to drive around the
whole area slowly - you could just go straight to the
space.
B So, shall we go back to the parking idea? I mean,

every driver would love something that helped in
that area.
C Yes, Im happy to see how far we can get with that
idea.
A OK. Well, how shall we go about this?
B If we all think quietly for a bit and note down a few
ideas, well use the time better when we start
discussing things.
A Thats a fair point. OK. So 10 minutes to think of
ideas then ....
U N IT
I I
TOPIC FOCUS
G etting started in business

I = Interviewer
I
R
I
R
R= Richard
I Good evening. Here in the studio today I have

Richard Reed, one of the co-founders of the
successful fresh fruit drinks company innocent.
Welcome to the studio, Richard!
R Thank you.
I So, Richard, why did you and your friends decide to
start your own business?
R Well, Adam, Jon and myself had been talking about
it for a while. Wed been on holiday and hadnt
eaten anything fresh for weeks. We thought people
would really go for a range of drinks that made it
easy to get hold of natural fresh goodness.
I So thats how the innocent brand was born.
R Thats right. We decided it was either now or never
and so we went off and bought 500 pounds worth of
fruit and turned it into smoothie drinks ...
I ... which you sold at a music festival youd
organised.
R Exactly. We set up a small stall at the Jazz on the
Green Festival. Next to the stall we had two bins,
one labelled yes and one labelled no. We hung
up a poster saying, Do you think we should give up
our day jobs to make smoothies? Put your answer
in the appropriate bin. And at the end of the day
the yes bin was just about full and the no bin
was empty! It gave us the confidence we needed
and so we went in the next day and resigned from
our jobs.
I Did you receive any help in the early days?
R We had to work out a business plan, of course, and
we got the capital we needed from a private
investor. We then got really good help from Shell
LiveWIRE, an organisation that helps young people
set up their own businesses - and from our local
enterprise agency too. Both have been a fantastic
I
R
I
R
I
source of practical information about the dos and

donts of business.
Im sure our listeners would like to know how you
make your smoothie drinks. Or is it a secret?
Not really. Making them is quite a simple process.
That doesnt necessarily mean its easy, though. You
have to make sure that only the best fruit is used
and that everything it touches is spotlessly clean.
Basically, the fruit gets squeezed and we bottle it
overnight. We then add it to crushed fruit, like
mashed bananas, or pulped mangoes. We then
pasteurise the mixture, using the same process that
farmers use on their fresh milk ... and then youve
got smoothies.
So theyre 100% fruit?
Yes, they are. In fact, theyre the only 100% fruit
smoothies on the market. They dont use
concentrates or contain added water, sugar or
anything else.
I see. You all seem to enjoy your work. What would
you say are the main advantages of being your own
boss?
Well, youre in control of your own destiny,
responsible for your own future and, of course, you
can do the bits that you excite you, like tasting new
recipes and thinking up jokes to go on our
packaging!
And the worst things?
Being in control! Youre responsible for all the
things that go wrong and you work very long hours.
I think we would find it difficult to go back to
working for someone else, though, now that weve
seen how much fun it can be working for ourselves.
Do you have any advice you could offer other young
people thinking about starting their own business?
Id say, if you believe in an idea, dont let people try
and water it down!
Thank you, Richard, for joining us today and telling
us more about innocent. I think it might be time for
a drink. So, what flavour smoothie would you
recommend?
U N IT
1 2 S ITU A TIO N S

Listening 1
Good morning ladies and gentlemen. Id like to
welcome you all to Shipley Europe here in Coventry.
My names Bob James, and Im the Human Resources
Manager here. My talk today will be about Shipley in
general and will last roughly 30 minutes. Ill start by
saying a few words about the history of the company.

After that Id like to move on to the companys main
products and finally Im going to speak about future
plans for Shipley. Right, lets get started.......
Listening 1
Listening 2
I = Interviewer
B = Bob
Q = Person asking questions
B Shipleys history goes back to 1957 when Lucia and

Charles Shipley set up the company in Newton,
Massachusetts. It wasnt until 1976 that Shipley
Chemicals was established here in Coventry. This
soon became the home of Shipley Europe Ltd.
Shipley Far East was formed in Tokyo the same year,
and a production facility was opened in Niigata.
As you can see from the next slide, on 12 March
1992 Shipley became a wholly-owned subsidiary
company of Rohm and Haas, the multinational
chemical company based in Philadelphia. In the
following year, Shipley completed the construction
of its state of the art manufacturing facilities in
Marlborough, Massachusetts. This has enabled
Shipley to continue to be a leading company in the
production and supply of chemicals for the
electronics industry. During the late 1990s Shipley
went on to expand its range of products through a
series of acquisitions. ... Does anyone have any
questions at this stage?
Q Um, yes, what companies did Shipley take over?
B Im sorry, I didnt quite hear you. Could you repeat
the question, please?
Q Yes, sorry. I said what companies did Shipley
acquire?
B Well, there was Pratta, and LeaRonal ... oh, and
Morton Electronic Materials, of course. Well, these
businesses have been combined with Shipleys
existing PWB, thats Printed Wiring Board business,
to form the Shipley Ronal Division, the largest
electronic materials organisation of its kind.
Q Thank you.
B OK. Moving on now to look at Shipleys products, ...
Listening 3
To sum up, Id like to say that Shipley is - and will

remain - committed to the development of products
and processes that stress quality and concern for our
members, customers and the environment. If there are
any more questions, Ill be happy to answer them. ...
No? Well, in that case, Id like to thank you for your
attention. Id also like to remind you that if youd like
to take a tour of the plant, you should now make your
way to the reception area. A member of our
production staff will be waiting there to show you
around.
U N IT
12 SKILLS
D = David
I Today in the studio I have with me David Eade,

whos here to talk to us about his company
Videacom and presentation skills training. David,
perhaps I could start by asking you to tell us a little
bit about your company?
D Well, I started Videacom in July 2000. Its located in
Lahti. Thats about 100 kilometres north of Helsinki,
where the majority of my work is.
I And what type of courses do you run?
D All the seminars that I offer deal with business
communication skills training, for example
presentations, meetings, negotiations and cultural
awareness. Each seminar usually takes about two
days and is held either in-company or, more usually,
in a hotel or conference centre. The most popular
seminars are presentations and negotiations.
I And would you say youve got such a thing as a
typical client?
D Oh yes - a large international company in the IT
sector. The participants are usually, or very often,
engineers and the age range is quite large. The
majority of participants are probably in their late
twenties. But its quite usual to have people who are
also in their forties and fifties. Because the
trainings in English and concentrates on the skills
rather than the language, its important that the
participants have at least intermediate level
English.
I So why do you think presentations courses have
become so popular?
D Well, more and more people who previously didnt
need to make presentations are now finding that
they have to. And because they use English daily in
their work, they need to practise the skill in this
language too. Often theyve never had any formal
training in presentations - in English or in Finnish so theyre looking for help and guidance on how to
present effectively. What I find interesting is that
when people talk about presentations, they dont
just mean traditional presentations where one
persons speaking in front of a large audience. A lot
of the people I train have to attend regular internal
or external meetings. And they often find theyve
got just a five-minute or a ten-minute slot to make
their point.
I Can you give an example of that?
D Well, someone might find themselves with five
T A P E S C R IP T
minutes to give a concise progress update to

everyone else at the meeting. Or perhaps theyve
been asked to summarise the benefits of a new
product. They dont have a long time - but they
need to use the time theyve got as effectively as
they can. And often its a case of keeping peoples
attention and making a point clearly - just like in a
more formal presentation.
Listening 2
I So, can anyone learn to give an effective
presentation?
D Yes, the idea that you have to be a charismatic
speaker simply isnt true. The important thing is to
get your message across logically and clearly. Skills
training can give you the tools you need to help you
do this in any presentation situation.
I So, what would one of your presentations skills
courses cover?
D Well, firstly we look at why you should analyse your
potential audience and find out what theyre
expecting from you. This will help you to decide the
purpose of your presentation and how you can
satisfy the audiences needs. We then introduce a
framework which can be used in any presentation
situation. The idea of the framework is to provide
the participants with a logical way of setting out
their message and maximising their audience
understanding.
Also included is the importance of the way you use
your voice, your mannerisms and the way you
dress. You frequently find people arent dressed
appropriately for the situation. Or they might fidget
while theyre talking. Or they just look down at their
notes throughout the talk. Another key thing we
include is the use of visuals. People often add too
much information to the visuals - and the danger is
that the audience start to read the slides and they
dont listen to what youre saying. The text should
be kept to a minimum and the presenter can then
develop these main points in the speech.
I And do participants get to do a presentation during
the seminar?
D Naturally. Every participant works on a real life
presentation, one that theyll have to do. After
theyve fully prepared their speech and supporting
visuals, they give a videoed presentation and
various aspects of the presentation are then
I
D
I
D
analysed. For example, was it clear what they were

trying to say? Did they include all the relevant
information? Was the presentation logical? Well
also analyse the type of language used, for example
was it too formal or informal? Was it appropriate
for the audience? Another important area is non
verbal communication. Was there any non-verbal
interaction with the audience? How much eye
contact did the speaker make? And so on. The
participants receive immediate verbal feedback and
later on written feedback.
So, what would you say is the most important
advice youd give someone who was about to give a
presentation for the first time?
Well, firstly, follow a framework that will keep you
on track regarding the logic and order of what you
want to say. Get used to using this framework for all
your presentations. Having such a guide will keep
your presentations precise and well-organised and
will maximise your effectiveness in getting your
message across.
Secondly, take time to prepare. Now this stage
shouldnt be rushed. The main problem that people
have with presentations is that they dont prepare
well enough. They tend to say theyre too busy and
havent the time. They just make some quick notes
or perhaps they prepare some visuals and hope that
everything will go all right. Perhaps it does - but
very often it doesnt, and working in this way leaves
too much to chance. Whatever the length of the
presentation, theres no substitute for good
preparation.
And finally, people rarely take the time to practise
their presentation. This is important because it
helps them to see if their message is logical and
clear, and helps them to get an idea of the words
and the expressions theyre going to use, and get an
idea of how long the presentation will take. For
most people, any presentation is a stressful event
and practising what theyre going to say and how
theyre going to say it will help reduce the stress in
the actual event and so increase their confidence.
So, as you say, its a matter of preparation and hard
work.
Yes, Id say so.
Right, well thank you very much David for talking to
us today about your work at Videacom.
Thank you.
136
Answer key
U N IT
I TO P IC FOCUS
Ex 1 training opportunity/programme/centre/facilities/
environment
Ex 2 2 f
3 e
Ex 3 2 from
6 with
Ex 4 2 d
4a
3 with
7 on
3 f
4 e
5c
6d
4 on
8 with
5a
5 from
6c
Ex 5 social/interpersonal skills
intensive/part-time/full-time course
well-trained/highly-skilled workforce
pre-service/in-service/part-time/full-time student
Ex 6 Verb
instruct
train
know
develop
Noun
Person
instruction
training
knowledge
development
instructor
trainer/trainee
2 management
5 knowledge
U N IT
developer
3 trainees
4 instructors
I LANGUAGE FOCUS

Ex 1
2
3
4
5
6
7
8
9
10
Jason isnt having a day off work today.

How often does Sue go to the cinema?
I am currently taking a course in marketing.
We do not want to work overtime every week.
Do you usually take the bus to work?
We regularly learn about cooking methods.
They sometimes teach us management skills.
Work at the centre usually starts at 8 am.
I often need to come to the centre at
weekends.
Ex 2 2
3
4
5
learn
re focusing
are learning
often prepare
6 cook
7 think
Ex 3
137
2
4
6
8
10
arrives
are not going
Do we have to
do you do
studies
3
5
7
9
works
do not have
Are you staying
Is John coming
Ex 5 Hi Sarah
Thanks for your e-mail. Im now back in London,
where Im working for a sales company for just a
few weeks. The company seems to be quite
small. I think there are about 20 people - and I
know most of them already!
And you? What are you doing at the moment?
Do you want to come and visit me? I dont have a
telephone at home but you can phone me on my
mobile (0887 838383). Just call me if you want
to visit me.
Bye for now.
Marja
2 TOPIC FOCUS
U N IT
Ex 1 2 into
6 for
3 for
7 with
Ex 2 2 d
3 e
2 high quality
3 worldwide
4 low cost
5 fast-growing
Ex 3 Verb
succeed
fly
judge
involve
trust
produce
grow
entertain
Ex 4 2 c
7 e
3 g
8 d
4 in
8 on
5 at
4 c
5 a
Noun
success
flight
judgement
involvement
trust
product
growth
entertainment
4 f
5 h
6 a
Ex 5 Suggested answers
2 Micos is very good at keeping staff.
3 Saslet has got a reputation for high quality
goods.
4 ASV has become more and more well-known
due to the fact that it is so innovative in its
advertising.
5 Despite a fall in sales, LGT is still the market
leader.
6 Varix has not been afraid to remain a retailer
of classic menswear.
ANSW ER KEY
U N IT
4 Oh hello, Mr Laker. Thank you for coming to

meet me.
5 Youre welcome. Its nice to meet you finally.
How was your flight?
6 Not too bad, thank you.
LANGUAGE FOCUS

Ex 1 Infinitive
fall
go
grow
rise
say
sell
take
Past simple
Past participle
fell
went
grew
rose
said
sold
took
fallen
gone
grown
risen
said
sold
taken
Ex 2 Past simple: 1, 4
Ex 2
2
4
6
8
10
Ex 3
2 Did you have a good flight/journey/tripMsit/

day?
3 Let me introduce Sue/my colleague/Mr Dawson.
4 Please take/have a seat.
5 Thatd be great/nice/fine/wonderful.
6 Good/Nice/Great to see you again.
7 Can/Could I help you?
8 How about having a drink/going for dinner?
9 Thats very kind/nice/good of you.
10 Thanks/Thank you for coming to meet
me/helping me.
11 I can recommend the white wine/the steak.
12 Shall/Can I help you/take your bags?
13 That sounds good/nice/fine.
Present perfect: 2, 3, 5, 6
Ex 3 Since: 1997, March, this morning, the end of

April, a week ago
For: an hour, ten minutes, ages, two days
Ex 4 2 has only been
4 has already become
6 have heard
Ex 5
2
4
6
8
10
have fluctuated
performed
has been
has the share price been
did PKE enter
3 for
5 has never been
3 fell
5 hasnt made
7 didnt do
9 has taken over
Ex 6 Suggested answer
Profits at Marston Engineering Ltd: JanuaryDecember 2002
Profits at Marston Engineering rose steadily

during the first three months of the year and
reached 1.4 million by the end of March 2002.
They then fell dramatically in April, due to
problems experienced by a key client, but picked
up again during the following month. Profits at
the company fluctuated during June, July and
August. However, over the last four months of
the year they increased significantly thanks to
new business generated by the sales team.
Profits reached 1.6 million by the end of
December 2002 and management is confident
that this upward trend will continue in 2003.
(99 words)
U N IT
3 S ITU A TIO N S
Social situations
Ex 1 1 Are you Mr Olawski?
2 Yes, I am.
3 Hello. My names Jacob Laker from Martons
Communications.
Welcome
Let
kind
That
would
3 Please
5 Pleased
7 flight
9 This
2 Thats very kind of you.
3 Pleased to meet you.
4 Thatd be nice.
5 Thank you.
6 Not too bad.
7 Its nice to meet you too.
8 Youre welcome.
Ex 5
2 Shall I help you with your bags?

Thats very kind of you.
3 Id like to introduce you to my colleague,
Mark Smith.
Pleased to meet you.
4 Did you have a good flight?
Not too bad, thanks.
5 What about going to a restaurant?
OK. That sounds good.
6 Im here for a meeting with Mr Cox.
Ill let him know youre here.
7 Thank you for coming here today.
Its a pleasure.
8 Hello, Jim. Its nice to see you again.
Its good to see you too.
9 How about going to the theatre?
Thatd be great.
10 Let me introduce Jake Lyons.
Weve met! Pleased to see you again.
138
f \n
ANSW ER KEY
U N IT 3
Ex 2 Adjective
SKILLS
Suggested answers
2 Q
A
3 Q
A
4 Q
A
5 Q
A
6 Q
A
How long have you worked here for?

About a year, I think.
Have you always worked in publishing?
No, I havent. I used to be a teacher.
Do you travel much for your work?
Not very often. But I think Ill have to travel
more in the future.
What do you do?
Im an estate agent.
Do you have a large family?
Well, Im married and I have three children,
so I suppose I do!
2 Im a broker. I work on the stock exchange.

3 Usually by train. I find driving into the city
centre too stressful.
4 My family and I go to the south coast
whenever possible. We love it there.
5 Portugal. Im really looking forward to it.
6 For three years actually. Before that I was at
FRT.
2
3
4
5
Tell me about your previous work experience.

What are your holiday plans for this year?
How do you spend your free time?
What do you like most about your job?
2
3
4
5
6
What kind of work do you do there?

What are you planning to do here?
What is the name of your home town?
Do you enjoy your job?
Whats going to happen as a result of the
meeting?
U N IT 4
TOPIC FOCUS
Business travel
Ex 1
139
2
4
6
8
10
leading
fare
congested
fee
surveys
12
14
16
18
replace
recruitment
cost-effectiveness
fleet
3
5
7
9
founded
fraction
destination
consistently
13 aircraft
15 (cabin) crew
17 boarding
congested
expensive
flexible
administrative
simple
satisfactory
aware
complex
long
Ex 3 2 of
6 for
Ex 4 2 d
Noun
congestion
expense
flexibility
administration
simplicity
satisfaction
awareness
complexity
length
3 into
7 in
4 to
8 at
5 out
3 a
4 e
5 c
Ex 5 2 maintenance
4 cost-effectiveness
7 fare
8 airline
U N IT 4
3 value
5 flight
9 survey
6 award
10 route
LANGUAGE FOCUS
Passives
2 Passport control: This is where passports are

checked as passengers go in or out of the
country.
3 Departure lounge: This is where passengers
wait for their planes.
4 Duty-free: This is where cigarettes, alcohol and
perfume can be purchased.
5 Baggage reclaim: This is where suitcases are
collected.
6 Customs: This is where luggage is checked.
Ex 2 2 are being offered
4 was founded
6 is being written
8 has been voted
3 launched
5 has sold
7 have contacted
Ex 3 2 Refunds are not usually given.
3 Over 7 million seats have been sold online so far.

4 Names of passengers may be changed on
payment of an administrative fee.
5 Credit card information is always kept
confidential.
6 Flights can be transferred up to 1 hour before
departure.
Ex 4 2 Millions of flights are now sold across Europe.
3 Costs have been kept down for the last few

years.
4 Old aircraft have been taken out of service
recently.
5 A new route was launched last year.
6 Many changes have been made since 1998.
Ex 5 easyJet has just announced that it is taking over

rival airline Go in a deal which is said to be
worth millions.
The move is expected to result in easyJet
becoming Europes largest low cost airline,
overtaking Ryanair. The move also gives easyJet
access to a number of key destinations on the
European mainland and helps it to expand its UK
bases.
To:
jamesmarley@mk.co.uk
From:
matthewjason@mk.co.uk
Subject: Report
Date:
3 July 2003
Dear James
Thank you for submitting your sales report so
promptly. I have checked the report and there
are just two minor errors that need to be
corrected before the report can be sent to the
board.
1. It states in paragraph 4 of the report that
sales reached a peak in July - it should say
June.
2. 40% of sales were made between October and
December 2002, not between November and
December 2002.
I would be grateful if these changes could be
made as soon as possible.
Regards
Matthew Jason
Ex 3 Adjective + to: important to, open to, prepared to

Verb + to: agree to,ask someone to, choose to,
expect to, prefer to, try to, want to
Ex 4 2 from
Ex 5 2 f
Being th e boss
Ex 1 2 skills
5 delegation
8 turnover
Verb
support
decide
approach
adapt
defend
disappoint
respond
care
organise
produce
benefit
manage
respect
3 workload
6 efficiency
4 feedback
7 failure
Adjective
supportive
decisive
approachable
adaptable
defensive
disappointing/disappointed
responsive
careful/careless
organised
productive
beneficial
managerial
respected
3 h
4 g
4 about
5 d
5for
6c7e
6 for
8a
1 I think it is important for managers to
delegate effectively.
2 In my opinion, treating staff with respect is
essential for a good manager.
3 Managers need to be open to ideas from their
employees.
4 One of the best managers I have ever known
knew all his 400 staff by name.
5 My current line manager is very good at giving
praise when it is due.
6 Personally I appreciate not being taken for
granted.
U N IT 5
LANGUAGE FOCUS
Review
Ex 1 2 present continuous
3 present perfect
4 present simple passive
5 present continuous passive
6 past simple passive
7 present simple
8 past simple
Ex 2 2 for
U N I T 5 TO PIC FOCUS
3 with
3 to
4 out
5 for
6 of
Ex 3 2 A colleague has been criticised for poor report

writing.
3 Mr Miles is respected by all the staff.
4 (Last week) we were paid overtime (last
week).
5 (Where I am working) delegation is important
(where I am working).
6 It helps to have a good sense of humour.
Ex 4 1 Last year I visited Spain on business.
2 What is Sally doing at the moment?
3 My colleague has worked at this company for
25 years.
4 We are expecting the new applicant to be
energetic.
5 I am currently looking for a new job in
marketing.
6 My boss came back off leave yesterday.
7 She has never been abroad before in her life.
8 We were given a bonus last month by our boss.
23 Star Close
Tel: 02434 767546
Musbury
MS2 5UJ
23 January 2003
Dear Sir/Madam
I am writing with reference to your
advertisement for a Trainee Manager, which
appeared in The Musbury Herald on 21
January. I would like to apply for the position
and believe that I have the qualities and
experience that are required for such a post.
I have worked as a customer services advisor at
the Musbury branch of KJ Supplies for the last
five years. Previously I worked as a sales
assistant in a busy high-street retail outlet. I am
hard-working and a quick learner. In addition, I
enjoy working with people and consider myself
to have excellent communication skills.
I enclose a copy of my CV for your reference and
am available for an interview at a mutually
convenient time.
1 look forward to hearing from you.
Yours faithfully
Milly Baker
U N I T 6 SITU A TIO N S
Ex 1 Dear Mr Gray/Ms Whitehead: Yours sincerely
Dear Jan/Marco: Best wishes/Best regards/Kind
regards/Regards
2 I am writing to confirm my attendance at the

sales conference next month.
3 If you have any questions, please do not
hesitate to contact me.
4 I look forward to hearing from you.
5 With reference to your letter of 13 May,
I would like to suggest we meet as soon as
possible.
6 I would be grateful if you could contact me at
the above address.
7 I regret that I will be unable to attend the
meeting on Tuesday.
8 Thank youfor your letter dated 3/4/03.
Ex 3 2
4
6
8
41
dated/of
can/could/may
would
hearing
3 to
5 attach/enclose
7 forward
Ex 4 Dear Ms Stanley
With reference to your letter, I would like to
confirm that our training course will take place
at 13.30 on 21 March at our main office. I
enclose a copy of the agenda.
If you have any questions, please do not hesitate
to contact me.
I look forward to seeing you.
Yours sincerely
Steve James
Dear Mr Bird
With reference to your letter of 7 March 2003,1
regret to inform you that I will be unable to meet
you on Monday. Would Tuesday be convenient?
I would be grateful if you could telephone me to
inform me what, if anything, I should bring with
me.
Yours sincerely
Gwyneth ORiley
34 Grange Street
Market Harlow
MH23KI
20 February 2003
Dear Sir/Madam
Thank you for sending me a copy of your latest
brochure about conference facilities at the
Parade Hotel.
I would like to enquire whether you have
conference facilities available for the weekend of
21/3/03-23/3/03 from 17.30 on Friday to 15.30
on Sunday. We will need one large conference
room for 70 people with a projector and two
small rooms for small-group discussions.
Conference delegates will spend the Friday and
Saturday night at the hotel and we will need
meals and refreshments provided.
I would be grateful if you could confirm the price
of the conference facilities and your room rate.
Yours faithfully
U N I T 6 SKILLS
Effective e-mails
To:
customerservices@supacomputers.com
From: jpscott@cnet.co.uk
Subject: Complaint
Date: 3 April 2003
A N S W E R KEY
Dear Sir/Madam
I am writing concerning the computer I
purchased from Supacomputers last week.
I was told that I had purchased a very powerful
machine. However, this is not the case; the
machine is slower than the computer it is
replacing. Nevertheless, when I took it back to
the store, the staff refused to give me a refund.
Unless action is taken by Supacomputers
immediately, I will be obliged to contact the
Consumer Organisation.
I look forward to receiving your reply.
Yours faithfully
J P Scott
To:
customerservices@bandtec.co.uk
From: l.t.slott@diag.co.uk
Subject: Complaint
Date:
4 November 2003
Dear Sir/Madam
I am writing concerning the faulty sofa I
purchased from Home Furniture last month. The
springs are pushing out of the seat and the fabric
at the back is not attached.
Despite numerous requests for a replacement, I
have not yet received a response. Unless action is
taken immediately, I will contact the Consumer
Association and ask them to pursue the matter
on my behalf.
Yours faithfully
Tina Slott
the Marketing UK conference in Margate. How

did it go?
Im sorry I cancelled our last lunch date at such
short notice. Im afraid I had to go to the
doctors. What about meeting in Sams Cafe on
Friday for lunch at, say, 12.30?
Best wishes
Kari
FOCUS I

Ex 1 2
4
5
7
sharp
3 steadily
extremely, considerable
dramatically
6 well
constant
8 unusually
Ex 2 1
2
3
4
5
House prices stayed high.

Sales were extremely good.
Unemployment went up dramatically.
The share price rose surprisingly quickly.
Inflation remained stable.
FOCUS 2
Articles
Ex 4
2
7
12
17
an
the
0
0
3 the
8 a
13 a
4 0
9 the
14 0
5 the
10 a
15 a
6 an
11 the
16 The
To:
jason3@mt.co.uk
From: max@mt.co.uk
Subject: Time off
Date: 3 May 2003
Dear Jason
I am writing to ask if I could have a couple of
hours off work next Friday morning. I have been
asked to see my daughters teacher about her
progress at 10am. I promise to make up the time
the following week.
Regards
Max
To:
jemma.mcdonald@ase.co.uk
From: kari@ase.co.uk
Subject: Conference
Date: 8 December 2003
Dear Jemma
How are you? I hear youve just got back from
FOCUS 3
Comparatives and superlatives

Ex 1 2 Property is cheaper here than in London.
3 My company sells the most expensive furniture
in the country.
4 Julian came to the office as fast as he could.
5 Maria arrived at the office earlier than usual.
6 Michael isnt as well-qualified as Jonathon.
7 I get paid less now than I did 10 years ago.
8 The more cars he sells, the more money he
gets paid.
Ex 2
2
4
6
8
10
11
12
most
3 The
longer
5 worst
as, as
7 much/a lot/far
better
9 as expected
than my previous one
best Ive ever had
the more money I spend
142
FOCUS 4
Countable and uncountable nouns

Ex 1 Countable (singular): centre, course, trainer,
company
Countable (plural): files, stories, sessions, hours,
breaks
Uncountable: information, experience, advice,
paper, talk, time, food, lunchtime, coffee,
training
Ex 2 Countable: office, meeting, car, job, manager,
newspaper, advertisement, computer
Uncountable: water, traffic, permission,
progress, work, information, advice, advertising,
accommodation, equipment, weather, news
1 I really enjoyed the last course I attended.

2 Ill give you some advice about working here
if you like.
3 I need to ask permission to leave work early.
4 Im thinking of looking for a new job.
5 I havent found any accommodation yet.
6 Im over-tired because Im doing too much
work at the moment.
7 Pete is the best manager Ive ever worked for.
8 Ill send you some information about the
seminar Im running.
9 The company I work for is called JTR.
10 There is always heavy traffic in the centre of
town.
11 Have you heard the news? I got the job!
12 We need to invest in a considerable amount
of equipment before we can set up a new
laboratory.
Uncountable: much, a lot of, a little, this, that,

the, some, any, all
Ex 3 2 a few
5 that
3 both
6 every
4 any
7 a
1 I speak a little French.

2 All my colleagues are really friendly.
3 A lot of my colleagues do overtime on a
regular basis.
4 I havent got any free time at the moment.
5 Both my parents were journalists like me.
6 I havent had many replies to the invitation I
sent out last week.
7 Ive got some good friends.
8 I havent seen my boss for a few days now.
9 I gave each of my colleagues a Christmas
present this year.
10 That man in the corner used to be my boss.
11 I dont earn as much money as Id like to.
12 I eat in the canteen every day.
FOCUS 6

Ex 1 2 to let
5 delaying
8 to travel
3 being
6 to speak
Ex 2 2 to leave
5 commuting
8 to find out
3 to look
6 to get
9 getting
4 to discus
7 Sitting
4 working
7 asking
10 to find
FOCUS 7
Imperatives
FOCUS S
Determiners
Ex 1 Usually we see a lot of people here this time of
year - but weve only had a few visitors at the
museum today. Maybe this is because although
we ordered some attractive new posters before
the start of the season, we didnt receive any in
time for our opening! So weve had to use the old
ones. Also, maybe we should have ordered some
new brochures. We had a lot of them a few
weeks ago - but now theyre all gone.
Ex 2 Singular countable: this, that, a/an, the, any,
each, every
Plural countable: many, a lot of, a few, these,
those, the, some, any, both, all
143
Ex 2 2
4
6
8
Dont leave
Expect
send
dont smoke
3 Dont worry
5 turn
7 Check
FOCUS 8
Linking words
Ex 1 Adding ideas: not only ... but also, moreover,
both ... and, as well as, in addition (to)
Contrasting ideas: in spite of, whereas, however,
although, despite, but
Ex 2 2 Although
3 not only
4 Despite/In spite of 5 while/whereas
6 In addition/Furthermore/Moreover
FOCUS 9
FOCUS I I
Past continuous
Ex 1 was sitting, werent being, were saying, were

complaining, (were) laughing, was (just) walking,
was (my colleague) saying
Ex 2 2
3
4
5
6
7
8
Ex 3 2
3
4
5
6
7
8
was giving, was speaking

was sitting
were having, asked
were talking
wasnt, was taking
was still writing
was training, was doing
F O C U S 10
Past perfect
Ex 2 2
3
4
5
6
had already left

hadnt been
d missed
Had he visited
hadnt received
Ex 3 2
3
4
5
6
d been
d finished/finished (same meaning)
had left/left (different meaning)
had started
did/d done (same meaning)
Dear Jan
How are you? Youll never guess what happened
to me on Tuesday. You know I said I wanted to
get home early as my mother-in-law was coming
for tea? Well, I tried really hard to get my work
done. As soon as Id finished everything, I rushed
to the train station to get an early train home.
When I got there, I saw there was a train on
platform 3. Before I boarded the train, I checked
with the stationmaster that it really was my
train. He said it was, so I got on. But after the
train started moving, I realised that the train I
was on was going to Sheffield - miles away from
where I was heading. By the time I finally got
home, it was 2am - and my mother-in-law had
been and gone!
Anyway, this means that I think Id better go to
see her this weekend - so I wont be able to go
out for a meal with you. But I hope to see you
soon.
Best wishes
Susan
ve been running
ve worked/ve been working
s fallen
ve read
ve stopped
have lived/have been living
ve been writing
Ex 3 The continuous form is possible - and may be

better - in these cases: Ive been learning
Spanish, Youve been working so hard, shes been
living there, Ive been trying, Ive been writing
To:
janemullins@st.uk
From: margaretsmith@st.uk
Subject: Update
Dear Jane
I hope youve had a good holiday.
You havent missed very much here! Things
havent been going very well with the project.
The results of the latest tests havent arrived,
some of the researchers have been off work sick,
and Sharons just resigned! Janets been helping
me out as Ive been rushed off my feet.
Anyway, Martins arranged a meeting for us all
on Wednesday, so youll be able to catch up on
everything then.
Regards
Margaret
F O C U S 12
Punctuation
Ex 1 ! = exclamation mark
; = semi-colon
, = comma
? = question mark
: = colon
. = full stop
= apostrophe
Ex 3 3
4
5
6
Correct
Ive booked my holiday. Im going to France.
Correct
Despite the fact that we had been behind
schedule, we managed to launch the product
on time.
7 I need to talk to my colleagues.
8 Giorgio needs more training. Moreover, he
requires closer supervision.
Ex 4 Please note that the first part of todays meeting

will cover two staff issues: motivation and
ANSW ER KEY
recruitment. Marjorie Newman, Jennifer Parker

and Selena Marcos are unable to attend; they
are on leave.
F O C U S 13
Relative clauses
Ex 2 2 (that) 3 whose
4 that
5 (which)
6 who
7 which
8 (that)
It is possible to leave out the relative pronouns in
brackets.
Ex 3 2 The person who/that is giving the keynote
speech at the conference is an excellent
presenter.
3 I am moving to a company that/which has a
very good reputation in this field.
4 The letter to Mr Smith, which should have
been sent yesterday, is still on my desk.
5 Sarahs the person whose computer has been
stolen.
6 To whom did you send the report?
7 The flight (which/that) I booked leaves at 5am.
8 Jason Stanley, who is our new Marketing
Manager, originally worked for SK
Communications.
F O C U S 14
So and such
Ex 1 2 Correct
3 Correct
4 Maarja is unhappy in her new job. She has
never worked for such a strict boss before.
5 Ive still got so many things to do before the
launch date!
6 Correct
Ex 2 2 such
6 such a
3 so
7 so
4 so
8 so
5 such
9 such a
10 so
FO CUS IS
Tim e clauses
2 Ill check that Sues free before I ask Jane.
3 Well leave for the airport as soon as Im
ready.
4 I cant confirm the hotel registration until I
hear from my boss.
5 Shall we go for lunch after weve finished the
report?
145
6 Lets start the meeting as soon as Jack

arrives.
7 Are you sure youll have time to help me
before the seminar begins?
8 Could you let me know when youve written
up the notes?
9 What are you going to do after you stop
working here?
10 If I were you, Id keep phoning Customer
Services until they do something.
1 Im going home when Ive done this.
2 As soon as my boss gives me time off, Im
going on holiday.
3 I cant take a break until my colleague gets
back from lunch.
4 Itll be ages before Ive finished this report.
5 Id like to do an MBA after Ive gained a few
more years experience.
F O C U S 16
Too and enough

Ex 2 2 enough
4 enough
6 enough
8 too
3 too
5 too
7 enough
To:
slauren@mtinternet.co.uk
Fr om: t dkindly@mtr elis .co.uk
Subject: News
Dear Sally
I hope alls well.
This is just a quick note to tell you about the
awful training course I attended yesterday. The
centre where it was held was too far away for a
start. It was out of town and took about two
hours to reach by public transport. The training
materials were very poor. There were a few
handouts, but the trainer hadnt made enough
copies for everyone, so we had to share. Youd
think it couldnt get any worse, but it did. There
wasnt enough food to go around at lunch! At
130 per person, Id say that we paid far too
much for what we actually got.
Anyway, do give me a call if youd like to meet
for lunch sometime next week. Ill tell you all
about it - so youll know exactly which course to
avoid.
Best wishes
Tracey
U N I T 7 TO PIC FOCUS
8 I cant come because clients are visiting the

office tomorrow.
9 Thanks for reminding me. Ill ring her later.
10 What are you doing ...? Im meeting a friend.
Looking to the future

pharmaceutical, retail, insurance, banking,
chemical, engineering, entertainment
Ex 2 2 factor
4 competition
6 workforce
Ex 3 2 a
3c
3 sector
5 trend
4 g
5 f
6 h
7 d
8 e
bound likely may might unlikely wont
1 I am bound to fail my exam. I havent done
enough preparation for it!
2 Im likely to get a new computer on Thursday,
after all.
3 I may not be able to finish work early on
Friday.
4 I might go on a training course next month.
5 Im unlikely to get promotion.
6 I wont be going to France on holiday this year.
Verb
purchase
develop
indicate
combine
compete
retain
invest
drop
locate
reduce
employ
reflect
forecast
lose
Ex 6 2 of
6 in
Noun
purchase
development
indication
combination
competition/competitor
retention
investment
drop
location
reduction
employment/employer/employee
reflection
forecast
loss
3 on
7 on
4 to
8 of
5 from
U N I T 7 LANGUAGE FOCUS
Future forms
Ex 1 2 My flight leaves at 15.19 tomorrow.
3 Its cold in here. I think Ill shut the window.
4 Ive just booked my leave. Im going to
Bermuda.
5 Thanks, Ill go right down.
6 When does your train leave?
7 Sues just phoned. She says shes going to
arrive late ...
Ex 2 A 2 11just check
3 11 take
4 11 book
B 2 wont be/m not going to be
3 m meeting
4 m seeing
5 Are you doing
6 re all attending
7 11 be/m going to be
8 11 come
9 11 see
2 Dont worry, Ill give you a lift.
3 Thanks, Ill have a beer.
4 Its OK. Ill ring back later.
5 Sure. Ill give her a call now.
6 No problem. Ill get some.
1 Im having the day off work tomorrow.
2 Im going to the cinema tonight.
3 Im visiting clients on Thursday.
4 This afternoon Im attending a computer
course.
5 Im going to Germany on holiday next year.

Ex l
2
4
6
8
10
charity
volunteer
community
donation
benefit
Ex 2 Adjective
important
available
loyal
valuable
challenging
environmental
voluntary
varied
beneficial
skilled/skilful
Ex 3 2 e
3 f
4h
3
5
7
9
environment
responsibility
corporate
project
Noun
importance
availability
loyalty
value
challenge
environment
volunteer
variety
benefit
skill
5a
6c
7d
8 g
Ex 4 oO: achieve, success, retain, approach, attract,

expect, career, commit
Oo: issue, tackle, business, survey, funding,
project
(The noun forms of survey and project are used
in the unit (Oo). The verb forms would be
pronounced oO.)
Ex 5 2 of
7 on
3 in
8 in
4 at
9 of
5 in
10 to
6 to
U N I T 8 LANGUAGE FOCUS
Modal verbs
Ex 1 shall, may, must, could, would, should, might
Ex 2 Sam
Im afraid I wont be able to attend the meeting
at AJB tomorrow. A problem has arisen and I
need to go to Birmingham to sort it out. I might
not be back until Friday.
Could/Can you attend the meeting instead of me?
Dont worry - you dont have to do lots of
preparation for it. All you need to do is attend it,
give my apologies and take notes.
Could/Can you get back to me as soon as possible
to let me know if this is OK?
Louise
Louise
Sorry for not replying earlier. I had to go to the
doctors earlier this morning and have only just
arrived in the office. Of course Im happy to
attend the meeting instead of you. Should we
have a quick chat about it before you go to
Birmingham?
Sam
2 You dont have to say anything if youre only
slightly late.
3 Could I get you something to drink?
4 Can I help you?
5 You have to push this button on the right.
Dear Sir/Madam
I am attending the BSG Conference at your
centre from 3 August 03 to 5 August 03. I would
like to enquire whether you have a vacancy for
this period. If so, please could I make a
reservation for a single room with en-suite
facilities for two nights (3 and 4 August)?
147
The conference programme states that the first

day ends at 5.30 pm. If I do not manage to check
in in the morning before the conference starts on
3 August, I will check in to the hotel as soon
after 5.30 as possible.
I may need to extend my stay until 6 August in
order to carry out some business in the city and
might therefore need to stay for one extra night.
Could you confirm that this will be possible?
I would be grateful if you could confirm how I
should pay for my room; I can pay in cash, by
cheque or by credit card.
I will call to confirm the booking some time this
week.
Yours faithfully
Leonard Michaels
U N IT 9
S ITU A TIO N S
Telephone calls
Ex 1 2 c
Ex 2 2
3
4
5
6
7
8
3 f
4e
5 d
6a
What can I do for you?

Could you spell that for me?
Would you like to leave a message?
Im afraid hes not in the office today.
I didnt quite catch that.
Can I take your name, please?
Please hold the line.
2 message
5 engaged
8 ringing
11 calling
14 extension
3
6
9
12
15
read
through
speaking
line
that
4
7
10
13
16
that
returning
seeing
This
calling
Ex 4 A Could I speak to Maria Pirelli, please?

Speaking.
Hi, Maria. This is Claire. I was wondering if
we could meet some time this week?
Yes. Fine. When would suit you?
How about meeting on Friday?
Friday would be fine. Would 2pm in your
office be OK for you?
Thatd be great. OK. I look forward to
seeing you at 2 oclock on Friday. Bye.
B This is Rita Bartolo. Can I speak to Pierre
Contart, please?
Speaking.
Hi, Pierre. Im ringing to check youve
received the sales report I sent on Monday.
Can we discuss it?
Yes, Ive received it. Im reading it now. Ill

call you back later if thats OK. How about
3 oclock?
Yes, thatd be fine.
OK. Thanks for calling.
1 TP Limited. Can I help you?

Good morning. This is Jenny Stanley. Can I
speak to Joe Walker, please?
Please hold while I connect you.
2
Could I take your name, please?

Its Wymark, Jessie Wymark.
Could you spell that for me?
W-Y-M-A-R-K.
Can I take your telephone number?

Its 02376 12394.
Could you repeat that, please?
Its 02376 12394.
How can I help you?

Id like to book a room for the 18th, please.
Certainly. Is that just for one night?
Yes, thats right.
5 Could you put me through to Sally Watson,

please?
Im afraid her lines engaged.
This is Zoe Hill. Could you ask her to call
me back on 0298 7766?
Yes, Ill ask her to call you as soon as shes
free.
U N IT 9
SKILLS
1 This is Sally James, calling at 9.30am.

2 Im calling about the sales meeting. Sorry, but
my trains seriously delayed and Im going to
be late. I dont think Ill be able to join you
before 10.30.
3 If you need to call me before the meeting starts,
could you contact me on my mobile? My mobile
numbers 0723 434564. Thats 0723 434564.
Rose ... R-O-S-E ... Street, Saliston, West Sussex.

Saliston is spelt S-A-L-I-S-T-O-N. And the post
code is S32 2AE. Thats S for sugar, 32 2AE.
Thank you. Goodbye.
Hello. This is George Furlong from RTM Limited,

calling on Monday 2nd June at 9am. Im calling
to confirm that weve received your latest
invoice. But before paying it, there are a few
issues relating to how the figures were arrived at
which Id like to discuss. Please could Pete
Hardwick, or someone else from the same office,
call me. My phone number is 032 878878. Thats
032 878878. Thank you. Goodbye.
Hi Sally. Its Maureen here. I just wanted to let you

know that I wont be in the office this morning.
Im visiting clients at YGF International, but I
should be back by 2pm. If you need to contact me,
call me on my mobile. The number is 07989
638294. Thats 07989 638294. See you later, bye.
My names Paul Williams. Im calling about your

advertisement in yesterdays edition of Business
World for a course on Online Marketing on
4 March. Please could you send me some
information about the course? My address is
7 Mount View, Sealow, thats S-E-A-L-O-W,
SL3 2AG. Thank you. Goodbye.
Hello, Marion. Its Lindsey here. I just wanted to

let you know that the advertising leaflets we
ordered from the printers have still not arrived.
Im attending a seminar at the Hotel Grand so
wont be in the office all day. So could you
contact the printers for me and find out what
the problem is? The printers is GK Mountford
and our contact there is Steve Parsons. Youll
find the phone number in my address book on
my desk. If you need to contact me, please call
me on my mobile. The number is 07787 656565.
Thats 07787 656565. Thanks very much. See
you tomorrow. Bye.
Hello. My names Jack Smart. Im calling about

your advertisement in yesterdays edition of
Business Today. The post was for a trainee
manager, and the reference number was RM232.
Please could you send me some information
about the position, together with an application
form? My address is 29 Rose Street, thats 29
U N IT
10
TO PIC FOCUS
W hat if...?
Ex 1 2 d
3 f
Ex 2 2 on, at
6 of
4 e
3 of
7 to
5 c
4 to
8 in
148
Verb
challenge
emphasise
compete
develop
access
interest
respond
weigh
explore
Adjective
challenging
emphatic
competitive
developed/ing
accessible
interested/ing
responsive
heavy/light
exploratory
Noun
challenge
emphasis
competition
development
access/accessibility
interest
response
weight
exploration
Ex 4 Ooo: company, customer, viable, area,

emphasise, maintenance, obstacle, interested
0O0: invention, develop, awareness, creative,
essential, idea
Ex 5 engine, collision, axle, to drive, vehicle, petrol,
car company, electric car, to park, steering
wheel, side mirror, passenger, dashboard,
multi-storey car park
2 But it wouldnt be financially viable, I dont
think.
3 Thatd be a great help.
4 Itd mean shopping wouldnt take so long.
U N IT
10
LANGUAGE FOCUS
7 Wouldnt it be better if we waited until next

month?
8 If I were you, Id increase your offer.
Dear Mr Jones
Thank you for your letter of 5 June. I would like
to ask you to postpone our meeting on 17 June. I
need to go away on an urgent business trip in
that week. Would it be all right if we changed
the date to 22 June? Also, I would appreciate it if
we could meet in my office in Manchester
instead of your premises in London - if that
would also suit you.
If you have any questions, please do not hesitate
to contact me.
Yours sincerely
Ben Fenton
Dear Mr Fenton
Thank you for your letter dated 9 June.
There is no problem postponing our meeting
until 22 June. It would also be fine with me if we
met in Manchester.
I look forward to seeing you then.
Yours sincerely
Martin Jones
2 If we dont take off soon, Ill miss my
connection.
3 If I were you, Id have a meeting with your
manager.
4 If you dont reduce your price by 5%, well
cancel our order.
5 Will it be all right if I dont come to the
meeting on Friday?
6 If we give an immediate refund, the customer
will be satisfied.
7 Wed become more efficient if we reviewed
our processes.
8 Ill be late for the meeting unless the train
arrives soon.
Ex 2 2 If I finish work early this evening, Ill go to the
gym with you.
3 It will be better to reduce our prices if we
want to increase our sales.
4 What would you do if you were me?
5 Would you mind if I asked you a few questions?
6 Our profit margin would increase if we
reduced our costs.
U N IT
I I
TO PIC FOCUS
Getting started in business

Ex 1 to start/run/set up a business
business plan/idea/opportunities
Ex 2 UP (to give up a job, to set up a stall, to think up
jokes)
Verb
aim
organise
locate
summarise
register
resign
mix
package
control
believe
recommend
advise
qualify
lack
Noun
aim
organisation
location
summary
registration
resignation
mixture
packaging
control
belief
recommendation
advice
qualification
lack
ANSW ER KEY
Ex 4 2 c
4 g
6 e
8 a
Ex 5
2
4
6
8
10
12
U N IT
3 h
5 d
7 f
Prese
Ex 1 2 f
for
to
of
of
from
of
U N IT
3
5
7
9
11
Ex 2 2 repeat
5 thank
about
on
in
for
in
Ex 3 2
3
4
5
6
1 1 LANGUAGE FOCUS
Review
Ex 1 Infinitive
begin
choose
do
draw
get
give
go
have
hear
keep
know
make
say
see
think
understand
write
Ex 2 2 at
3 to
Past simple
Past participle
began
chose
did
drew
got
gave
went
had
heard
kept
knew
made
said
saw
thought
understood
wrote
begun
chosen
done
drawn
got
given
gone
had
heard
kept
known
made
said
seen
thought
understood
written
4 of
5 in
2
4
6
8
10
12
14
is designed
to do
do
has changed
would like
have
seeing
3
5
7
9
11
13
takes
11 introduce
came
enclose
make
will be
4c
5 e
6a
3 welcome
6 introduce
7 d
4 move
Before I go on, are there any questions?

Moving on now to the next point, ...
Thank you for listening.
Hello and welcome to JPC.
My talk will last roughly thirty minutes.
Ex 4 2 comparing
5 quoting
3 to look
4 Moving
6 listening
4 for
8 to
3 of
7 of
Ex 5 2
6
5 in
Ex 6 Su
1
2 Let me introduce myself. Im Sally Smith,
communications officer here at LTG.
3 Im here this morning to talk about one of the
projects I am involved in here.
4 My talk will last roughly 30 minutes.
5 Ill start by briefly outlining the project.
6 After that Id like to move on to future projects
the company will be involved in.
And
finally, Im going to talk about how you
7
can become involved in one or more of the
projects.
8 Right, lets get started.
U N IT
6 to
Ex 3 2 When Im looking for a job, I know what kind

of job I want and do not give up until I get it.
3 If you asked, my close friends would describe
me as a good listener.
4 My business partner from hell would be
someone who cannot plan well.
5 If I shared a house with some friends, I wouldnt
ask anyone to do what I wouldnt do myself.
6 If I had my own business, the most important
thing would be to work hard.
Ex 4
3 g
12
SKILLS
Ex 1 give, make
Noun
Ex 2 Verb
analyse
satisfy
provide
Ex 3 2 e
Ex 4 2 in
7 to
analysis
satisfaction
provision
3d
3 on
8 for
4h
4 in
9 to
5 f
6g
5 in
10 for
7 a
8 c
6 across
Ex 5 Take time to prepare.

Use a framework.
Keep your text on your visuals to a minimum.
Dont look down at your notes.
Make eye contact with your audience.
Dont fidget while youre speaking.
150
Supplementary materials
language focus
Past simple and p resen t perfect
Ex 7
Past simple
since
already
Present perfect
for
ago
To refer to completely
finished actions
Nokia has been one o f

Finland's most successful
companies for years.
in
To refer to definite time in

the past
No other Finnish company

has overtaken Nokia yet.
still
To refer to actions which

started in the past and are
still in progress
In 1998 Nokia sold more than

40m mobile phones.
how long
To refer to an indefinite time

before now
The company has recently

opened new bases
throughout Europe.
when
To refer to recent time
Before becoming a
telecommunications giant, Nokia
was a simple paper and wood
pulp m illing company.
yet
on
just
yesterday
ever
last
recently
lately
never
so far
today
at
this
SUPPLEMENTARY
M A T E R IA L S
t o p ic
f o c u s
Being the boss
UNI
Quiz analysis: So how did you score?
Mostly A: You're a natural leader just waiting for the right job to come around. You're strong
and decisive. Everyone around you respects you. At least, that's what you'd like to think. In
reality the situation may be rather different. Your arrogant approach is seen as old-fashioned.
You should be more patient with those who do not see the world as you do and encourage the
talents of those around you.
Mostly B: You've got good potential. You support people. You listen to others. You take the
initiative. Your main flaw is wanting to be liked to such an extent that you always want to be
everyone's best friend. So, when difficult and direct words are needed, you can end up just being
nice instead. Try instead to learn to confront potential conflicts sensitively and honestly. People
will respect you more for it.
Mostly C: Management, here you come! You're creative, assertive and empathetic. You are
good at team building and leading teams. You also give importance to developing the abilities
of others. You have high expectations of them - higher possibly than they have of themselves.
And you seem prepared to do what you can to help them realise their potential. Of all
management skills, this is the one modern companies seek out most.
Mostly D: You're smart enough to realise that your place is more likely to be in, rather than
leading, the team. You prefer to listen to ideas, not to express them. You prefer to implement
decisions rather than make them. This is not necessarily a bad thing. The world of work would
not be possible if everyone led and no one followed. You're a reliable, loyal team member. At
times, though, you should be prepared to do things your own way.
t o p ic
focus
Being th e boss
Ex 6
Further points on delegation are as follows.

Give the task to the person who has the most appropriate skills to handle it.
UNIT
Explain the task in detail and encourage questions. Point out the value of the work.
Make sure the staff member knows who to ask if they need help.
Let the delegated person do the job in their own way. It may not be your way, but if it
works, dont fix it.
Check on progress - a casual Hows it going? may be all it takes.
Reward a successfully completed task with praise.
language focus
Review
Ex 9
Quiz analysis: Which letter did you choose most?

Mostly A: You strive for perfection and think that attention to detail is crucial. Your work will be
of a high standard but remember that absolute perfection may take too long if you are to meet
your customers' requirements.
Mostly B: You go out of your w ay to meet others' needs - but don't forget yourself! This is
especially important when agreeing prices with suppliers and customers or staff salaries - be firm!
Mostly C: You are able to stay calm and cope under pressure, but be careful not to take on too
much and become overloaded. You like to keep in control of everything but this will become more
difficult as your business expands.
Mostly D: You are enthusiastic and motivated at the start of a project, but may lose interest when
it comes to practical details. You have lots of good ideas and can see new solutions to problems
but don't neglect the day-to-day management of the business.
11
SUPPLEMENTARY
M A T E R IA L S
l is t e n i n g s k il l s
N ote-taking styles
Diagram notes
Summary notes
List notes
lOeb deSLan
Mang people tbLnk a good

uoebsLte L s ju s L ab o o t
g e ttLn g co n te n t rLg ht Ln
ternns o f relevance, acco racg
LOe^b d a s i ^ n
1) I m p o r t a n t - fe .a tiir e .s :
i)
a o n te ^ n t
li) d e ^ s i^ n
i ll ) in te ~ r a c ,tio n
iv ) n a v ig a t io n
and a p p ro p ria te n e ss.
O tte r Im p o rta n t f a c t o r s are*

d esig n , In te ra c tio n , n a v ig a tio n
and a c c e S S lb lllt g .
153
v) a c -c ^ a s s ib i/itij
2 ) Densign e^le^m e^nts:

i)
c ,o lo u .r
ii) g r a p h i c s
Essential vocabulary and Irregular verbs

t o p ic f o c u s
Nouns
activity
aim
basis
career
centre
certificate
class
course
development
experience
facilities
feature
feedback
goal
graduate
hospitality
industry
hotel industry
instruction
it
instructor
knowledge
need
objective
passport
programme
project
skill
standard
subject
term
tie
topic
trainee
trainer
training
tutor
workforce
lang uag e focus
Verbs
to equip (with)
to graduate (from)
to instruct
to interact (with)
to know
to provide (with)
to range (from)
to teach
to train
Verbs + nouns
to achieve a goal
to attend a course
to build confidence
to get feedback
to meet a need
to place emphasis (on)
to serve customers
If
Adjectives
cheerful
compulsory
day-release
essential
extensive
flexible
forthcoming
full-time
highly-skilled
in-service
intensive
interpersonal
optional
part-time
practical
pre-service
professional
responsive
rewarding
social
up-to-date
well-trained

Verbs
action
arrangement
book-keeping
check-in
check-out
computer
conference
cuisine
duty
emotion
fact
food
guest
housekeeping
hygiene
lobby
main course
mobile (phone)
to be involved (in)
native speaker
to develop
newsletter
to last
opinion
to offer
to welcome
overtime
ownership
preparation
j| Verbs + nouns
procedure
role-play
to attend a session
routine
to take a course
sense
simulation
situation
spare time
state
system
term
Adjectives
administrative
courteous
evident
foreign
permanent
temporary
Time phrases
currently
now
at the moment
this week
most Saturdays
constantly
usually
frequently
often
occasionally
never
once a week
twice a week
every day
next Tuesday
the day after tomorrow
15
T O P IC FO C U S
ability
airline
association
bottle
brand
brand name
brand-building
cable
can
classic
competitor
consumer
criterion
destination
early days
entertainment
factor
fashion accessory
fashion designer
fear
flight
growth
Nouns
household appliance
image
innovation
internet service
provider (ISP)
investment banker
involvement
judgement
laptop
league table
licence
lifestyle
market
mill
mobile phone
modern art
nationality
news
philosophy
photocopier
portal
printer
Verbs
product
pulp
race
recession
religion
reputation
satellite
scanner
scheduled service
sector
semi-conductor
shining example
standard
success
telecommunications
telephony
trust
view
web
willingness
wood
works
to branch out
to capitalise (on)
to differ (from)
to dominate
to enter
to expand
to further
to grow
to hit
to innovate
to involve (in)
to join forces (with)
to judge
to keep
to market
to move (into)
to set
to share
to spend
to succeed
to trust
Adjectives and adverbs 1

common
domestic
fast-growing
high quality
highly competitive
hi-tech
increasingly
low-cost
major
optical
popular
regular
(un)successful
throughout
timeless
up and running
well-known
whatever
worldwide
due to
famous for
good/poor at
reason for
reputation for
language focus
Nouns
award
excellence
expectations
extract
level
manufacturer
performance
period
profits
quarter
share price
spokesman
turnover

to climb
to go up
to grow
to increase
to rise
to fluctuate
to level off
to pick up
to reach a peak
to recover
to decline
to decrease
to dip
to drop
to fall
to go down
to acquire
to comment (on)
to expect
to perform
to report
to remain consta
to remain stable
Verbs + nouns
to enter a market
to make a loss
to make a profit
to make an offer
to reach a target
to take over a company
155
dramatic/dramatically
gradual/gradually
satisfactory/satisfactorily
significant/significantly
slight/slightly
steady/steadily
huge
overall
overseas
profitable
E S S E N T IA L
VOCABULARY
s it u a t io n s
Social situations
Socialising phrases
Welcome to (England)
Good morning
Hello
Let me introduce (my colleague)

Id like to introduce you to (Jean)
This is (my secretary)
Pleased to meet you

Its nice to see you (again)
Good to see you too
Did you have a good flight?
Please take a seat

Can I help you?
Can I get you (a drink)?
Would you like (something to eat)?
Shall I (help you with your bags)?
Thats very kind of you
Thatd be great/nice
(A coffee) would be good
Thanks/Thank you for (coming)

Thanks very much for your help
Youre welcome
Its a pleasure
How are you?
Very well thanks, and you?
Not too bad
My names (Gavin) and Im
(the marketing manager)
skills
Nouns
Verbs
appointment
business trip
meal
parent company
to greet
to land
to recommend
How about (having a drink)?

I can recommend (the house wine)
That sounds good
Could we have (a bottle of wine),
please?
Nouns
Verbs
Verbs + nouns
compromise
conversation
disadvantage
editor
effect
evidence
exchange
indication
interview
newsletter
partner
prospect
relationship
retirement
small talk
socialising
stranger
technique
trip
wisdom
working life
to be worth (-ing)
to create
to develop
to establish
to find out
to hide
to listen
to speak
to succeed
to ask a question
to engage someones interest
to establish rapport
to give advice
to make an effort
to make small talk
to show interest
to continue a conversation
to cut short a conversation
to end a conversation
to keep a conversation going
to prolong a conversation
to start a conversation

actually
at a disadvantage
at ease
effective
(un) equal
essential
in common with
interested in
large
mutual
obviously
politely
promising
throughout
156
t o p ic
Business travel
focus
Nouns
administration
aircraft
airline
award
awareness
boarding
business class
business travel
cabin crew
competitor
complexity
congestion
contact details
cost-effectiveness
destination
expense
exterior
factor
fare
fee
first class
fleet
flexibility
fraction
journey
leader
leisure
length
maintenance
member
middleman
minimum stay
one-way fare
operation
option
passenger
passport
recruitment
route
satisfaction
simplicity
stage
survey
tradition
value
language focus
157
to be aware (of)
to be committed (to)
to check in
to cut out
to differentiate
to eliminate
to get in touch
to hold
to illustrate
to operate
to out-perform
to paint
to qualify (for)
to replace
to score
to vote
Verbs + nouns
to book a flight
to come into service
to encounter a problem
to found a company
to issue a ticket
to keep costs down
to keep to a minimum
to launch a product
to maximise efficiencies
to minimise costs
to offer a service
to reach a destination
to take into account
to take out of service
administrative
aware
commercial
complex
congested
consecutive
consistently
expensive
flexible
leading
long
problem-free
satisfactory
simple
traditional
visible
Passives
Nouns
baggage reclaim
base
check-in
consultancy
credit card
customs
deal
departure
departure lounge
duty-free
error
expense
fee
form
Verbs
invoice
mainland
passport control
payment
position
preparation
recruitment agency
rival
staff
subsidiary
sum
system
temporary staff
Verbs
Verbs + nouns
to advise
to announce
to cancel
to change
to check
to complete
to contact
to discuss
to expand
to expect
to hire
to inform
to introduce
to keep
to offer
to overtake
to pay
to publish
to reduce
to remind
to request
to transfer
to acquire a company
to cancel a meeting
to fulfil an order
to give access (to)
to give a refund
to make a booking
to make a mistake
to make a payment
to make changes
to take over a company
to write a report
-1 Adjectives and adverbs

administrative
cheap
confidential
due
initial
key
low-cost
online
punctual
recent
well-known
E S S E N T IA L
VOCABULARY
Being the boss
t o p ic f o c u s
Nouns
boss
brief
chance
communication
skills
crisis
delegation
efficiency
employer
environment
executive stress
failure
feedback
job satisfaction
lack (of)
laughter
level
line manager
negative
feedback
Verbs
opportunity
option
pressure
quality
quiz
report writing
sense of
humour
skill
solution
source
staff
staff turnover
status
task
top
waste of time
workload
to adapt
to agree
to appreciate
to approach
to avoid
to be in touch (with)
to be on the receiving
end (of)
to benefit
to care
to choose
to create
to criticise
to decide
to defend
to delegate
to develop
to disappoint
to do your best
to expect

to feel
to generate
to improve
to inform
to keep informed
to let go
to offer
to organise
to prepare
to prevent (from)
to produce
to pronounce
to respect
to respond
to sigh
to stick (with)
to support
to take for granted
to try
to want
adaptable
angry
approachable
careful
careless
counter
productive
current
decisive
defensive
disappointed
disappointing
dynamic
effective
enthusiastic
essential
faced (with)
hard-working
important
informative
informed
managerial
negative
open
organised
personally
positive
prepared
productive
respected
responsible
responsive
self-inflicted
stressed
supportive
thorough
ultimately
Verbs + nouns
to ask for advice
to brainstorm ideas
to come up with a
suggestion
to discuss issues
to give advice
to hold a meeting
to keep control
language
Review
fo cu s
Nouns
advertisement
applicant
application form
bonus
campaign
community
consequence
constraint
covering letter
customer relations
customer services
department
facilities manager
financial administration
full CV
government
hours
individual
involvement
leave
letter of application
to make a decision
to make progress
to pay overtime
to realise potential
to share opinions
to take on a job
to waste time
letter of reference
management
manager
marketing manager
neighbourhood
overtime
planning
post
previous experience
project
project manager
referee
reference number
retail outlet
salary
scheduling
scheme
title
trainee manager
work experience
Verbs
to advertise
to appoint
to comment (on)
to contact
to look for
to match
to name
to prefer
to promote
to provide
to quote
to require
to send
to stay
to tackle
Verbs + nouns
to apply for a job
to enclose a stamped
addressed envelope
to fight crime
to make an award
to provide a reference
to recruit staff
abroad
annual
currently
customer-focused
desirable
energetic
enthusiastic
excellent
flexible
immediate
motivated
on-the-job
relevant
similar
structured
successful
158
E S S E N T IA L
VOCABULARY
s it u a t io n s
Letter phrases
Salutations and closings

Dear Sir
Dear Madam
Dear Sir/Madam
Dear Sirs
Dear Mr Jones
Dear Mrs Brown
Dear Ms Rogers
Dear John
Dear Jenny
Yours faithfully
Yours sincerely
Best regards
Kind regards
Regards
Best wishes
Functional phrases
Further to your fax/letter/e-mail of/dated

12/3/02,1 ...
Further to your phone call of 11 January, I ...
Thank you for your letter of/dated 12 March
With reference to your letter of/dated
1 March, I ....
I am writing to/concerning/about ...
I would like to ...
I enclose ...
I attach ....
I hope to hear from you soon
I look forward to hearing from you
I look forward to receiving confirmation of
the booking
If you have any questions, please do not
hesitate to contact me
If you require any further information, please
do not hesitate to contact us
s k il l s
I am afraid ...
I regret ...
Im really sorry, but .. (informal)
Shall I...?
Would you like me to...?
Do you want me to...? (informal)
Please could you ...
We would be grateful if you could ...
Itd be good if you could ... (informal)
I suggest ...
Perhaps you could ...
How about ...? (informal)
I am grateful for ...
Thank you for ...
Thanks for ... (informal)
Effective e-mails
Verbs
agreement
application form
area
attachment
behalf
body language
bold
business
business
correspondence
capital letters
certificate
conference
delay
delivery date
editor
examination
facial expression
intonation
italics
laptop
lunch date
map
159
message
mistake
non-native speaker
photocopy
position
punctuation
purpose
reader
replacement
reputation
request
response
rubbish
speech
spelling
style
subject line
technical problem
time off
tone
unforeseen
circumstances
to affect
to apologise (for)
to bother
to buy
to call
to check
to complain
to confirm
to delete
to enhance
to enquire (about)
to get back (to)

to get in touch
to intend
to last
to offer
to plan
to promise
to propose
to purchase
to shout
to suggest
to suit
to treat
verbs + nouns
to cancel a meeting
to download an attachment
to experience a problem
to follow advice
to get your message across
to give advice
to give feedback
to hold an interview
to make an impression
to make up time
to pursue a matter
to (re)schedule a meeting
to send an e-mail
to take action
abrupt
appropriate
at short notice
chatty
cheap
convenient
(in)correct
(in)direct
faulty
flexible
forever
(in)formal
neutral
numerous
popular
powerful
quick
recently
rude
slow
straight away
suitable
upset
t o p ic
fo c u s
Looking
to
th e
fu tu re
Nouns
access
actor
age
application
balance
biotechnology
chance
change
cinema
cinema-goer
combination
complex
confirmation
consequence
consultant
cost-cutting
customer
customer base
dawn
decade
development
discount
downturn
employee
employment
entertainment
era
evidence
facilities
factor
film
forecast
gas
indication
information
technology (IT)
insurance
internet
investment
location
loss
measures
media
microchip
needs
oil
parking
patent
pharmaceuticals
population
prediction
proportion
reason
reduction
reflection
report
Verbs
research
restaurant
retailer
retailing
retention
seating
sector
situation
sound
spending
staff
storage
store
success
system
target
technology
telecommunications
training
trend
variety
website
workforce
working
conditions
writing skills
Predictions
it will
it is going to
it wont
it is bound to
it is certain to
it is sure to
it is likely to
it is unlikely to
it may
it could
it might
l a n g u a g e
f o c u s
action
appraisal
assistant
briefing session
business trip
client
coach
complaint
computing
conference
conference centre
diary
extension
flight
gate
to allow
to boom
to brush up (on)
to combine
to commit (to)
to compete
to confirm
to continue
to develop
to drop
to employ
to enable
to ensure
to fancy
to forecast
to grow
to happen
to imagine
to indicate
to invest (in)
to keep
to lead (to)
to let someone down
to locate
to lose
to merge
to navigate
to reduce
to reflect
to run out
to struggle
to suit
to take over
to think (of)
Verbs + nouns
to adopt an approach
to carry out a survey
to deliver goods
to face competition
to make a purchase
to meet a target
to pass its peak
to reduce spending
to retain staff
to take a course

alternative
avid
changing
commercial
convinced (of)
costly
current
customer-oriented
definitely
dramatic
easily
economic
exciting
expensive
great
high
in-company
increasing
key
(un)limited
mainstream
massive
online
popular
probably
secure
self-employed
short
state-of-the-art
steadily
successful
tiny
traditional
trendy
work-related
F uture form s
outcome
photocopier
programme
purpose
reception
refresher course
rest
sales conference
schedule
seminar
service
starting date
supplier
town hall
workshop
Verbs
Verbs + nouns
Adjectives
to attend
to complain
to connect
to depart
to get settled in
to keep in touch
to (re)launch
to leave
to meet
to pick someone up
to promise
to qualify (as)
to realise
to remind
to apply for a job

to book a meeting room
to boost sales
to cancel a meeting
to do a degree (in)
to give someone a lift
to make a telephone call
to pass on a message
to take a job
administrative
plenary
poor
160
t o p ic
C o rp o rate social responsibility
focus
Nouns
advertisement
age
approach
au pair
availability
benefit
business
career
challenge
charity
cleaner
clerical assistant
community
computing
consultant
consumer
criteria
cycling
disability
DIY
donation
driver
duties
environment
equipment
expectation (of)
fence
filing
funding
handicrafts
hours
housework
importance
individual
issue
IT
legal secretary
literacy
loyalty
manner
mini-bus
organisation
parkland
position
project
responsibility
skill
staff
support
survey
swimming
system
team
topic
training session
trip
value
variety
volunteer
wood
word-processing
youngster
language fo cu s
to accompany
to advertise
to allocate
to assess
to attract
to clear
to commit (to)
to contribute (to)
to demonstrate
to devote (to)
to expect
to get in touch
to improve
to involve (in)
161
to match
to operate
to plant
to recommend
to register
to repair
to require
to retire
to second
to share
to specify
to suit
to supervise
to take place
Verbs + nouns
to achieve success
to answer the phone
to attract staff
to cancel a meeting
to donate money
to enhance your
image
to gain experience
to hold a licence
to put in time
to retain staff
to set up a scheme
to spare a few hours
to spend time
to tackle a problem
to take part in an
activity
appropriate
available
beneficial
challenging
coming
concerned
corporate
currently
efficient
elderly
environmental
established
flexible
full-time
good (at)
important
interested (in)
light
loyal
nationwide
one-off
ongoing
out of work
physical
potential
professional
responsible
skilful
skilled
sociable
social
socially
responsible
specific
up-to-date
valuable
varied
voluntary
weekly
welcome
Modal verbs
Nouns
ability
apologies
appointment
booklet
co-ordinator
dentist
facilities
induction
obligation
permission
photocopier
policy
possibility
Verbs
programme
rain
refreshments
request
single room
site
stay
transport
update
walking boots
weather
woodland
Verbs
to arise
to break down
to bring
to call
to discuss
to drive
to explain
to extend
to miss
to offer
to organise
to pay
Modal and related verbs
to prepare
to promise
to request
to require
to suggest
Verbs + nouns
to ask for advice

to attend a conference
to attend a meeting
to confirm a booking
to cover for a colleague
to do preparation
to follow rules
to get the bus
to give notice
to have a chat
to make a suggestion
to offer time
to sort out a problem
to take a walk
to take notes
to water plants
can
could
will
would
shall
should
may
might
must
to be able to
to have to
to need (to)
alone
essential
ill
necessary
regularly
vital
E S S E N T IA L
VOCABULARY
Telephone calls
s it u a t io n s
Telephoning phrases
Good afternoon, Lindor
Communications
Can I help you?
How can I help you?
Whos calling?
My names Mike Jacobson
This is Maxine Peterson
Jackie Taylor speaking
Its Takashi
Im calling from MST Construction
Could you put me through to
Mr Vanstone, please?
Can/Could I speak to Julian,
please?
His extension number is 9897
Im afraid the lines engaged
Hold the line, please
Please hold while I connect you
Ill just put you through
Im ringing about the sales
conference
s k il l s
Im calling to make a booking

Im returning your call
Thanks for returning my call
Could you tell Mark that I called?
Could you ask him to call me back
(on my mobile/on extension 394)?
Shall I ask Sharon to call you
back?
Can I take a message?
Can I take your name?
Could you spell that, please?
Did you say $323?
Let me just confirm that
Sorry, could you repeat that,
please?
Sorry, I didnt catch that
Let me just read that back to you
Does he have your number?
Arranging to meet
Im calling to ask if we can change the
time of our meeting
How about meeting on Tuesday?
I was just wondering if we could get
together some time this week?
Thats a good idea
Thatd be fine
Ill see you at midday
I look forward to seeing you at 2 oclock
Booking a hotel
Im calling to make a booking
Ill fax through confirmation of your
booking
vacancy
single room
double room
Ill give him the message

Ill just check
Ill phone him back
Thank you for calling
Nouns
accommodation
advertisement
application form
breakdown
conference
course
criteria
customer services
detail
feature
figures
flight
habit
information
invoice
marketing
messaging service
pack
post
product
reference number
sales assistant
skill
stationery
supplier
time
train
travel agent
Verbs
to arrive (at)
to call
to check
to complain
to contact
to deal (with)
to expect
to explain
to find out
to panic
to pay
to prepare
to suggest
to uncover
to utter
Verbs + nouns
to conduct research
to deliver a message
to give feedback
to give a reason
to leave an answerphone message
to leave a voicemail message
to leave your contact details
to make a mistake
to make a telephone call
to make arrangements
to place an advertisement (in)
to put a caller through
to put the phone down
alternative
annoying
(un) available
away
common
convenient
delayed
effective
faulty
further
late
previous
quickly
quietly
smooth
tongue-tied
top
willing
162
E S S E N T IA L
VOCABULARY
UNIT
W h a t i f ... ?
TO PIC FOCUS
1 0
Nouns
access
accessibility
area
awareness
axle
challenge
collision
combination lock
communication
company
competition
creativity
crowd
customer
damage
dashboard
development
distribution
emphasis
engine
environment
exploration
factor
fastening
Verbs
maintenance
manufacturer
multi-storey car park
obstacle
owner
passenger
petrol
position
priority
pros and cons
reason
response
risk
roof
scanner
security
shape
shopping trolley
side mirror
size
space
staff development
steering wheel
technology
thief
thinking
vehicle
view
weight
workplace
writer
figure
hierarchy
idea
interest
invention
key
lack
lang uag e focus
163
to develop
to drive
to emphasise
to explore
to fit
to happen
to interest
to invent
to park
to remain
to respond
to weigh
Verbs + nouns
to achieve a result
to brainstorm ideas
to differentiate yourself from
competitors
to face a challenge
to patent a product
to read a bar code
to transmit information
Adjectives
accessible
challenging
competitive
complicated
creative
deep
desirable
developed
developing
eager
electric
emphatic
equal
essential
exploratory
external
familiar
flooded
formal
heavy
interested (in)
interesting
(im)possible
responsive
short
standard
tight
tired (of)
viable
Prepositions
a need for
a range of
according to
as a response to
at the top of the agenda
at this stage
due to
limited to
Nouns
advantage
coffee break
costs
department
gym
health insurance
mistake
mobile phone
motivation
to access
to attach
to bother
to break out
to challenge
to comment (on)
to compete (with)
to consider
to cost
to create
to decide (on)
to design
offer
premises
process
product
profit margin
sales
staff
suggestions box
working hours
1 -
Verbs
to accept
to ban
to borrow
to comment (on)
to complain
to increase
to persuade
to react
to reduce
to respond (to)
to review
to take off
" If!
Verbs + nouns
to ask for advice
to attend a meeting
to cut costs
to give advice
to go on a business trip
to have a meeting
to improve productivity
to make a profit
to make a proposal
to miss a connection
to postpone a meeting
to register a patent
to send an e-mail
to waste time
" U Adjectives and adverbs

delayed
effectively
(in)efficient
faulty
ill
urgent
t o p ic
f o c u s
G etting started in business
\0U11S
advantage
advice
adviser
aim
balance
banana
belief
bin
boss
brand
capital
co-founder
confidence
control
decision-maker
destiny
disadvantage
enquiry
enterprise agency
entrepreneur
festival
fruit drink
fun
goodness
graphic design
idea
l a n g u a g e
investor
lack
landscape gardener
lateral thinking
leader
location
mango
market
mixture
opportunity
organisation
packaging
planner
poster
pound
qualification
quality
range
recommendation
recording studio
registration
resignation
salesperson
skill
summary
support
f o c u s
Nouns
activity
ages
application
attention to detail
brainstorming
bright idea
brochure
buffet lunch
business partner
career
characteristic
close friend
customer
CV
description
entrepreneur
factor
guest speaker
hell
holiday
jr
Verbs
to add
to advise
to aim
to be born
to believe
to brainstorm
to control
to develop
to go wrong
to label
to lack
to learn
to locate
to mash
to mix
to organise
to package
to pasteurise
to pulp
to qualify
to receive
to recommend
to register
to require
to resign
to squeeze
to summarise
to water down
appropriate
calculated
certain
essential
fresh
likely
local
necessary
verns + nouns
to charge a price
to come up with an idea
to found a company
to gain a skill
to give up a job
to keep accounts
to keep an open mind
to offer advice
to resign from a, job
on-line
particular
popular
potential
prepared
responsible (for)
specialist
spotlessly clean
to run a business
to set up a business
to set up a stall
to solve a problem
to start a business
to take a risk
to think up jokes
to win customers
to work out a business plan
Review
Verbs
information
to compare to generate
to provide
brilliant
innovation
to describe to get ready
to schedule
(in)considerate
listener
to design
to hand over to share
cool
map
to display
to hate
to show
creative
mess
to enable
to hold
to split up
determined
perfectionist
to enclose
to inform
to succeed (in)
entrepreneurial
planning
to enjoy
to introduce
further
pressure
to explain
to look
priority
to explore
forward to
programme
to fit
to pick up
purpose
quality
refreshments 1
Verbs + nouns
relations
to arrange accommodation to make arrangements
resort
to organise a rota
to book a flight
slide
to do housework
to place a booking
training event
to spend time
to draw up a rota
travel agency
to turn ... into reality
to give ... a ring
workshop
to keep in control
practical
self-centred
successful
(un)sure
typical
viable
well-known
164
E S S E N T IA L
VOCABULARY
UNIT
s it u a t io n s
12
Opening
Good morning, ladies and gentlemen
Id like to welcome you (all) to ...
Welcome to ...
My names ... and I ...
Let me introduce myself
Im here (this morning) to talk about ...
My talk (today) will be about ...
Ill start by ...-ing. After that, Id like
to move on to ... and finally Im going
to talk about ...
First of all, Id like to ... Secondly, ...
Finally, ...
Middle
As you can see (from the next slide), ...
If you look at the screen, youll see ...
Id like to conclude by ...-ing

To sum up, Id like to say ...
Does anyone have any questions?

Before I go on, are there any questions?
Does anyone have any further

questions?
If there are any more questions,
Ill be happy to answer them
Im sorry, I didnt quite hear you

Could you repeat the question, please?
Sorry, could you say that again, please?
Moving on to ...
Id now like to look at ...
Thank you for listening

Id like to thank you for your
attention
OK. Lets begin

Right. Lets get started
s k il l s
Nouns
advice
analysis
aspect
attention
audience
benefit
client
communication
confidence
cultural awareness
delivery
demand
engineer
event
expression
feature
framework
guidance
guide
hard work
help
issue
length
mannerism
meeting
message
minimum
165
negotiation
notes
organisation
participant
practice
preparation
presentation
progress
provision
purpose
questionnaire
satisfaction
seminar
skill
slide
slot
speech
staff recruitment
stress
structure
substitute
text
tool
training
visuals
voice
working conditions
Verbs
to advise
to analyse
to conclude
to consider
to cover
to develop
to dress
to expect
to face
to fidget
to hold
to implement
to improve
to include
to increase
to interview
to keep
to maximise
to practise
to prepare
to provide (with)
to reduce
to rush
to summarise
to video

actual
appropriate
busy
charismatic
clear
concise
effective
external
(in)formal
internal
key
logical
main
non-verbal
potential
rarely
relevant
stressful
supporting
typical
useful
"
Verbs + nouns
to attend a meeting
to do preparation
to draw up a list
to experience growth
to get a message across
to give a presentation
to give advice
to give an update
to give feedback
to give some background
to introduce a topic
to keep to a minimum
to make a point
to make eye contact
to make notes
to maximise effectiveness
to reduce stress
to run a course
to satisfy a need
to take time
Infinitive
Past simple
Past participle
Infinitive
Past simple
Past participle
be
was
been
know
knew
known
become
became
become
lead
led
led
begin
began
begun
leave
left
left
break
broke
broken
lend
lent
lent
bring
brought
brought
let
let
let
build
built
built
lose
lost
lost
buy
bought
bought
make
made
made
catch
caught
caught
mean
m eant
m eant
choose
chose
chosen
meet
met
met
come
came
come
pay
paid
paid
cost
cost
cost
put
put
put
cut
cut
cut
read
read
read
deal
dealt
dealt
rise
rose
risen
do
did
done
run
ran
run
draw
drew
draw n
say
said
said
drink
drank
drunk
see
saw
seen
drive
drove
driven
sell
sold
sold
eat
ate
eaten
send
sent
sent
fall
fell
fallen
set
set
set
feel
felt
felt
shut
shut
shut
find
found
found
sleep
slept
slept
fight
fought
fought
speak
spoke
spoken
fit
fitted/fit
fitted/fit
spend
spent
spent
fly
flew
flown
split
split
split
forget
forgot
forgotten
stand
stood
stood
get
got
got
stick
stuck
stuck
give
gave
given
take
took
taken
go
went
gone
teach
taught
taught
grow
grew
grown
tell
told
told
have
had
had
think
thought
thought
hear
heard
heard
understand
understood
understood
hit
hit
hit
win
won
won
hold
held
held
write
wrote
w ritten
keep
kept
kept
166
CD track list
Track
Introduction
2
3
4
5
Unit
Unit
Unit
Unit
1
1
1
1
Topic
Topic
Topic
Topic
6
7
8
9
10
11
Unit
Unit
Unit
Unit
Unit
Unit
2
2
2
2
2
2
Topic focus:
Topic focus:
Topic focus:
Topic focus:
Topic focus:
Topic focus:
12
13
14
15
Unit
Unit
Unit
Unit
3
3
3
3
Situations:
Situations:
Situations:
Situations:
16
Unit 3 Skills: Effective socialising
17
18
19
20
21
22
48
49
50
Business travel
Business travel
Business travel
Business travel
Business travel
Business travel
Unit 5 Topic focus: Being the boss
Unit 6 Skills: Effective e-mails
Language skills (Listening): Strategies for listening
Language skills (Listening): Strategies for listening
Unit 7 Topic focus: Looking to the future
Unit 7 Language focus: Future forms
Unit 8 Topic focus: Corporate social responsibility
Unit 9 Situations: Telephone calls
Unit 9 Skills: Effective telephoning
Unit 10 Topic focus: What if ...?
Unit 10 Topic focus: What if ...?
Unit 11 Topic focus: Getting started in business
Unit 12 Situations: Presenting your company
51
52
Unit 12 Skills: Effective presentations

Unit 12 Skills: Effective presentations
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
167
Unit
Unit
Unit
Unit
Unit
Unit
4
4
4
4
4
4
Topic
Topic
Topic
Topic
Topic
Topic
focus:
focus:
focus:
focus:
Social situations
Social situations
Social situations
Social situations
focus:
focus:
focus:
focus:
focus:
focus:
1
2
3
4
1: Germany
2: USA
3: Brazil
4: Ireland
5: Japan
6: Australia
Situation 1
Situation 2
Situation 3
Situation 4
1
2
3
4
5
6
1
2
3
4
Listening 1
Listening 2
1
2
3
4
Call 1
Call 2
Call 3
Call 4
Call 1
Call 2
Call 3
Listening
Listening
Listening
Listening
Listening
1
2
3
1
2
Listening 1
Listening 2
Listening 3
Listening 1
Listening 2
Progress to
Vantage
This Course is suitable fo r BEC candidates and

fo r learners o f general Business English.
Progress to Vantage is the result of extensive
feedback from Teachers and Students: candidates
who have successfully passed the Cambridge
BEC Preliminary examination need a Course
that will develop their Business English, and
bridge the gap between the Preliminary BEC
exam and Vantage level examination preparation.
Components for Progress to Vantage

include:
Students Book
Teachers Book (including photocopiable

resources)
Audio 2 CD Pack
! Summertown
Publishing

Progress To Vantage SB

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Students

Developing Business English Skills at

Bridging the gap

T rain in g o p p o rtu n itie s

P re s e n t sim ple a n d co n tin u o u s

P ast sim ple a n d p re s e n t p e rfe c t

Social situ a tio n s

Effective e-m ails

C o rp o rate social resp o n sib ility

S tra te g ie s for w ritin g

S tra te g ie s for listen in g

S tra te g ie s for sp eak in g

13 R elative clau ses

Training is your passport to a rewarding career. Do you agree with the

he HITDC was established to provide Hong

training facilities in Asia. A pproxim ately 3000

trainees the social and interpersonal skills and

O ur full-tim e courses fo r people starting their

correct attitude essential fo r the service industry

careers in the hospitality industry range from 12

and equip them w ith the basic practical skills

weeks to tw o years. We also offer intensive short

courses and part-tim e programmes. This flexibility

a day-release basis whilst being paid a regular

To achieve this, a dedicated team o f instructors,

salary, an arrangement which benefits both the

all o f w hom have extensive experience w ithin the

industry and its workforce. In-service personnel

industry, conduct classes in a simulated training

are also able to upgrade their knowledge and

enhance their supervisory, administrative and

nature o f w ork in the hospitality industry. Their

management skills by attending courses run by

close ties w ith the industries the centre trains fo r

HITDC in conjunction with the Management

ensure that graduates receive the m ost u p -to -

Development Centre o f Hong Kong.

enables in-service personnel to attend courses on

date inform ation.

W ith the recent construction o f Chek Lapkok

W ith H ong Kong being an international city and

a irport and the opening o f the Disneyland project

tourism a m ajor part o f its economy, the ability to

in 2005, the need fo r a highly-skilled and w ell-

com m unicate in English is essential. This is w hy it

trained w orkforce in Hong Kong is becoming

more and more evident. HITDC is constantly

programmes. All o u r language instructors are

changing - and will continue to do so - in order

native speakers o f English, giving o u r trainees

to meet the evolving needs o f the hospitality

excellent opportunities to interact w ith foreigners

industry. In fact, we are already designing new

and learn about other cultures. Great emphasis is

and innovative tailor-m ade CD-ROMs to support

all o u r existing and forthcom ing training courses,

building confidence regardless o f

and next year we are introducing a num ber o f

For more information about the Hospitality

Vocational Training Council

inF ront O ffice and

Work in groups. Draw up a list of the five most important features of

How many words can you find in the unit