Деловой английский

Contents
Introductory Lesson. 5
Unit I
Meeting people
Lesson 1.Early Business Contacts7
Lesson 2. Further contacts11
Lesson 3. Telling a story...12
Lesson 4. Describing a personality...14
Lesson 5. Making, accepting and declining offers15
Unit II
Dealing with people
Lesson 1.Asking for something...17
Lesson 2.Consultunts. Making suggestions19
Lesson 3.Reacting to suggestions21
Lesson 4.Praise23
Lesson 5.Compromise.24
Unit III
Applying for a job
Lesson 1. Careers.26
Lesson 2. Winning an interview..29
Lesson 3. Your ideal job..33
Lesson 4 .Writing a CV and a Resume35
Lesson 5 .Team Project Work..40
Unit IV
Business trip
Lesson 1. Travelling40
Lesson 2. Business travel44
Lesson 3. Buying a ticket49
Lesson 4. Staying at the hotel..52
Lesson 5.Getting around the town...57
Lesson 6 Getting a taxi63
Unit V
Eating Out
Lesson 1. Meals. Eating out..66
Lesson 2. Describing taste of food....70
Lesson 3. The working lunch76
Lesson 4. Dining etiquette.82
Lesson 5. International cuisine..87
Unit VI
Technical means of communication
Lesson 1. Telephoning skills.91
Lesson 2. Making telephone calls.96
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Lesson 3. Telephone arrangements.102

Lesson 4. Multilingual Internet...106
Lesson 5. E-mail.....112
Unit VII
Companies
Lesson 1. Types of companies.118
Lesson 2. Business organization forms122
Lesson 3. Company portfolio126
Lesson 4. Competition of companies131
Lesson 5. Project-presentation..137
Unit VIII
Management styles
Lesson 1. Managers role.138
Lesson 2. Style of behaviour141
Lesson 3. Men vs. women144
Lesson 4. Culture and style of management.147
Lesson 5. Leadership149
Unit IX
Business ethics
Lesson 1. Business cards..155
Lesson 2. Glass ceiling.156
Lesson 3. Discrimination..157
Lesson 4. Product tampering158
Lesson 5. Flowers in Business..159
Unit X
Negotiating skills
Lesson 1. Presenting..160
Lesson 2.Presentation Tips163
Lesson 3.Negotiating.165
Lesson 4. The Language of Negotiations..168
Unit XI
Advertising
Lesson 1.Advertisement Ideas172
Lesson 2.Advertizing Teqniques176
Lesson 3. Advertizing Tips178
Lesson 4. Ways of Advertizing..181
Lesson 5. Analyzing Advertisement..184
Unit XII
Business Correspondence
Lesson 1. Business Letter Writing..186
Lesson 2. Making a deal.191
Supplementary texts.197
Word list215
4
INTRODUCTORY LESSON
What is Business English?
Warm up
1. What is Business English?
2. What qualities does a person need to have to go up in the world?
3. What qualities do you need to have or do you have to go up in the world?
Active Vocabulary
I. Read the list of adjectives below and find the pairs of opposite words.
INERT
IRRESPONSIBLE
SPENDTHRIFT
CARELESS
WITHDRAWN
SLOWPOKE
COWARD
WAVERY
IGNORANT
IRRITABLE
SHALLOW
BLUNT
NARROW-MINDED
HOT-TEMPERED
SLOPPY
DISOBEDIENT
CALLOUS
TOUCHY
VALIANT
SENSITIVE
THRIFTY
RESOLUTE
SOCIABLE
CALM
COMPOSED
NEAT
OBEDIENT
SELF-CRITICAL
QUICK
CONSCIENTIOUS
DEEP
WITTY
BROAD-MINED
ACTIVE
ERUDITE
RESPONSIBLE
II. Read the list of adjectives above and choose those, which describe an ideal
businessman. Make up sentences like in the example.
Example: It will never do for a businessman to be inert, he should be active.
Speaking
Look at the list of famous people and try to imagine what qualities helped them to go up in
the world. Why do you think so?
a) A. Shcwartzeneger
b) A. Kurnikova
c) J. Aniston
d) Sherlock Holmes
e) Bill Clinton
f) Boris Yeltsin
g) Britney Spears
h) Princess Dianne
Reading
Skim the text and say what BE is.
Business English
Business English(BE) is English especially related to international trade. It is a part of
English for Specific Purposes and can be considered a specialism within English language
learning and teaching. Many non-native English speakers study the subject with the goal of
doing business with English-speaking countries, or with companies located outside the
Anglosphere but which nonetheless use English as a shared language or lingua franca. Much of
the English communication that takes place within business circles all over the world occurs
between non-native speakers. In such cases the object of the exercise is efficient and effective
communication. The strict rules of grammar are in such cases sometimes ignored, when, for
example, a stressed negotiator's only goal is to reach an agreement as quickly as possible.
Business English means different things to different people. For some, it focuses on
vocabulary and topics used in the worlds of business, trade, finance, and international relations.
For others it refers to the communication skills used in the workplace, and focuses on the
language and skills needed for typical business communication such as presentations,
negotiations, meetings, small talk, socializing, correspondence, report writing, and so on. In both
of these cases it can be taught to native speakers of English, for example, high school students
preparing to enter the job market.
It can also be a form of international English.
It is possible to study Business English at college and university; institutes around the world
have on offer courses (modules) in BE which can even lead to a degree in the subject.
From Wikipedia, the Free Encyclopedia
Unit I.MEETING PEOPLE

Learn how to meet for the first time, how to catch up, how to tell a story, how to
describe someone else, how to make, accept and decline offers.
Lesson 1. Early Business Contacts

Warm up
I. Which of the following happens the first time you meet someone?
I talk too much because Im nervous.

I dont speak at all because I think of anything to say.
I smile a lot so that the other person likes me.
I act in exactly the same way as I would with a person I know.
II. Can you remember when and where you met some of the following people for the first
time? Tell your teacher what happened.
a very good friend

your boss
a girlfriend / boyfriend
a colleague
a customer
a teacher
Active Vocabulary
Introductions often include these steps:
Greeting or request for introduction
Introduction
Response to greeting
Phrases for introducing yourself:
Greeting
Hello
Good morning/afternoon
How do you do?
Introduction
Let me introduce myself.
My names.
Im .
Response
Pleased to meet you. Im .
Nice to meet you. Mines.
Glad to meet you. Im.
Phrases for introducing someone else:

Request for introduction
, could you introduce me
to?
, I havent met.
, I dont know anyone
here.
Youll
have
to
introduce me.
Introduction
Of course Let me introduce
you to.
Im sorry This is .
Of course, Ill introduce you
to. , this is .
Let me introduce you two. ,
this is .
Response
(Very) nice to meet you.
Note: some introductions are more formal than others. The use of first names indicates
informality. In English-speaking cultures, people usually shake hands on first meeting.
Its very common to present yourself in terms of your job. The job identifies the person.
Question/comment
Filler
Response
Comment/question
What do you do (for a Well
Im in computers.
Not a bad job.
living)?
Oh
Yes, Im a fashion
Thats interesting.
Do you work?
designer.
What about you?
What do you do (in the
Im on the market
And you?
Department)?
research side.
What do you do there?
I havent seen you
Ive just started with
around before.
Manders. Im in the
Sales Department.
I. Invent name, job, and place of work. Practice introductory conversations.
When you meet someone for the first time and start up a conversation, it is important to find
points of common interest so that the conversation can run smoothly. Successful conversation
depends on finding a topic both people can easily talk about. One way of reaching this point is
to follow a number of steps until a topic of common interest is found. A typical sequence might
be:
Speaker
A
B
A
B
B
A
A/B
Step
Opening question
Immediate answer
Follow-up question
Immediate answer
Additional comment
Next question
Topic of common interest
II. Now look more closely at the typical sequence of conversation.

1) opening question
Is this your first trip to ?

How was your trip?
Yes, it is.
Fine, thanks.
Are you staying long?
Business or pleasure?
2) immediate answer
3) follow-up question
4) immediate answer
No.
Business.
Note: these answers are not helpful in finding a
common interest. You need to make additional
comment.
But hopefully not my last.
Unfortunately only a couple of weeks.
Business, Im afraid. My company is setting up
an office here in Tokyo.
5) additional comment
6) next question
Have you found time to see much?

Really, where is your company based?
Are you interested in gardens?
Oh, I visited Detroit a couple of years ago.
Thats (What) a coincidence. My wife is in
fashion too.
7) establishing topic of common interest
Lexical exercises
I. Complete the introductions according to the phrases from Active Vocabulary:
1. Peter King introduces himself to Jack Simpson:
PK Hello, My names Peter King.
JS , Im Jack Simpson.
2. Philip introduces Sarah to James:
S Philip, I here. Youll have to .
P Of , Ill to James. Hes an old friend of mine. James, Sarah, shes just joined the
company.
J , Sarah. Where do you come from?
3. Rod Burton introduces Pete Taylor to an important customer:
P
Rod, I Mr. Rogers, the Purchasing Manager from Kentons.
R
Im . Come and meet him. Mr. Rogers, Pete Taylor, our Export Sales Manager.
Mr.R . What countries do you cover?
4. Klaus Fischer introduces himself to an American visitor:
KF How ? My . .
AV . . . George Cole.
II. This dialogue is in the wrong order. Rearrange it to make a natural flow of
conversation.
Really? What did you expect? ( )

No, Ive been to the States before, but this is the first time in Atlanta. ( )
So, what do you think of Atlanta? ( )
Fine, Ill see what I can arrange. ( )
Well, its not what I expected. ( )
There is a part like that. You must let me show you around. ( )
Well, I suppose I thought it would be more traditional. ( )
That would be interesting. ( )
Is this your first trip over here? ( )
Pair work
Engage your partner in conversation. Try to establish a common interest e.g. a place, a
hobby, a job, family, etc.
Listening
I. Listen to the conversation between two people meeting at a conference, and complete the
table below.
Speaker 1
Speaker 2
Name
Country
Department
Now?
II. Look at the extracts from the conversation. Complete them with the useful phrases for
meeting people for the first time.
1.
2.
3.
4.
5.
6.
7.
Nice_____________________________. Im Sofia Platini from Milan.

Pleased___________________________, Sofia.
Is this your_________________________ to London?
Its the second time_____________________________, actually.
What________________________________ Fernando?
_________________________________ your flight, Sofia?
Fine, no problems. ______________________________ ?
Speaking
Invent the missing information in the table below and role-play a similar conversation with
your partner.
Name
Speaker 1
Sam Isaakson
Speaker 2
Chris Richter
Country
Sweden
Germany
Job
accountant
PA to the director
Now?
Reading
Without gestures the world would be totally colourless
I. What do you understand by this quotation? How far do you agree with the idea?
II. Read the text and check your understanding.
A World of Gestures.
As the global village continues to get smaller and cultures mix more and more, it is
necessary to become more culturally sensitive and aware of body language and gestures that
surround us on a daily basis. As many of us cross over cultural borders, we are obliged to
respect, learn and understand more about the power of this silent language.
In the world of gestures, the best advice would be to remember to ask and be aware. If you
see a gesture that is confusing, ask a local person what it means. Then, be aware of the many
body signs and customs around you in order not to offend others.
Nor is it acceptable to shout in anger or show excessive behaviour of any kind. Furthermore,
blowing ones nose in public is also unacceptable and will certainly be seen as an act of
rudeness.
Another interesting example of silent body language is that used in lifts. If there are one or
two people in a lift for example, they tend to lean against the walls of the lift and four people
together will probably choose a corner each. A slightly larger number will more than likely face
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the door while a crowded lift will show silent people touching only at the shoulders and
generally looking upwards to avoid eye contact.
However, we also live in a world of more lively gestures, such as those of drivers of all ages
and types. Arms will certainly be flying showing each other who did what, fingers will be
pointing to indicate guilt and heads will be shaking in negative disbelief at the dreadful quality
of the others driving!
Without gestures the world would be totally colourless. Apparently, 60% of all
communication is nonverbal.
Body language and gestures communicate messages just as well as words, perhaps even
better. It is quite natural to use our bodies to get a message across. From calling a waiter over to
our table to the teaching gestures of parents to children; we all use this system of
communication.
Gestures are a basic part of our social lives too, with the vocabulary sometimes being
informative or entertaining, as in the case of street mime. Take, for example, the gestures and
body movements of two young children playing in the park or a policeman directing traffic.
Of course, there is one particular gesture that carries certain welcoming characteristics and
is unlike any other gesture that we know of. It is a healthy gesture and can get you out of many a
sticky situation. This giant of all gestures is, of course, the smile. Use it freely and often and win
the hearts and respect of others wherever you travel.
III. In pairs, take turns in making different gestures to show that you agree, disagree, dont
care, are angry / pleased / nervous / impatient/unsure / disappointed /surprised / shocked /
suspicious, while your partner tries to guess the message.
Reading comprehension
Answer the questions.
1. What do you understand by the expression the power of the silent language?
2. What should you do not to be confused in the world of gestures?
3. Lively gestures where can you use them?
4. Do you agree that gestures are a basic part of our lives? Why?
5. Can you show the gesture of all gestures?
Say whether the statements True or False.
1. It is necessary to become less culturally sensitive and aware of body language and
gestures that surround us on a daily basis.
2. If you see a gesture that is confusing, dont mention it.
3. Another interesting example of silent body language is that used in universities.
4. However, we also live in a world of more lively gestures, such as those of drivers of all
ages and types.
5. Without rainbow the world would be totally colourless.
6. Body language and gestures communicate messages just as well as words, perhaps even
better.
Project work
Study all the material of the lesson. Make up a presentation concerning your personality.
Remember about your body language.
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Lesson 2. Further contacts

Warm up
I. Representatives of many Pacific countries are meeting in Japan for their biennial
conference. This is the welcoming cocktail event. What do you talk about when you meet
colleagues who you haven't seen for a year?
II. Do you wait for people to ask you questions or do you take the initiative yourself?
III. How comfortable are you at large social events that you have to attend for work?
Listening
I. Listen to the conversation between Masako, Heather, and Sue. What do they talk
about? Write yes or no in the column for conversation.
Conversation
Their journey to Kyoto
Their children/families
Their work
Their academic studies
Their houses and homes
Their hobbies
Speaking
I. Imagine you meet an international colleague who you haven't seen for a year. Try to
mention all the topics in the table in Listening. Ask them what they've been doing and answer
their questions.
II. After not seeing them for six months, what three things would you say to a close friend,
and what three things to an acquaintance?
Writing
I. An old school or university friend asks you in an email what you have been doing. Answer
their email and ask them some questions too.
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II. Your manager has asked you to send him an email outlining how you have been spending
your time at work during the last month.
Lesson 3. Telling a story

Warm up
I. Which is the best airline you have ever flown with? Which is the worst?
II. Brainstorm all the different things that could go wrong when you fly.
Listening
I. Listen to David telling a story about something that happened to him while traveling.
Which two pictures best describe what happened?
II. Look at the extracts below. Complete them with useful expressions for telling a story.
1. Joanne: Have you ever had a frightening experience on a plane?
David: ___________________________. A couple of years ago.
2. _______________________ outside the plane it was suddenly like a disaster movie __________________, flashing lights, sirens, people running around.
3. To_______________________
, I continued reading my book. I mean, there was
nothing I could do.
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4. Later - the food, _______________________, was out of this world -____________,

later...
5. But ________________________we had no further problems, so we_________________
got to Tokyo over twelve hours late.
Speaking
I. Tell your partner about something strange that happened to you, (or to a friend of yours) while
traveling.
II. Ask your partner to tell you a story. Be prepared to interrupt and ask questions to find out
more details, especially about the background situation.
Writing
I. Imagine you are David from Listening. When he was at the hotel, he had time to send an
email to his friend explaining the delay. Write the email.
II. You are the co-pilot of the plane. You have to send an emailed report to head office in Athens
to explain your delay. Write the email.
III. Write about a dangerous situation you found yourself in.
Lesson 4. Describing a personality

Warm up
I. How does your company recruit people?
II. Read this article about Chris Jones. Do you agree with his opinion?
EUROPEAN INDUSTRY NEEDS MORE CHARACTER, EXPERT WARNS
European industry needs to give as much importance to the character and personality of its
managers as it gives to their qualifications! claimed business consultant Chris Jones at the annual
conference of Human Resources Managers in Birmingham yesterday. When selecting staff for top
positions, companies should first identify the ideal personality profile that the job requires. It's not
enough to be just well-qualified and hard-working -other qualities are equally, if not more,
important. The modern manager must be imaginative, outgoing, communicative, and innovative
in order to succeed in modern business.
Active vocabulary
I. Look at the following adjectives. They all describe a person's personality. Is each word
positive, negative, or could it be both?
easy-going
narrow-minded
practical
understanding
single-minded
enthusiastic
charming
self-confident
bossy
sociable
inconsistent
supportive
open-minded
goal-oriented
analytical
ambitious
II. Take it in turns with your partner to define these words. Try to guess the word. Look at
the following examples:
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easy-going: I think this is a positive word. These people are not difficult to work with. They
are flexible, cooperative, and so on.
single-minded: This word could be positive or negative. It can be a good thing to concentrate on
only one objective or thing, but this word also describes somebody who does this too much.
Listening
I. Listen to four people describing their new managers.
1. First write the adjectives they use to complete column A.
2. Now listen again. How do the four speakers describe the qualities of their managers?
II. Complete the sentences in column B. The first is an example.

A
______________________________
______________________________
B
Shes got everybody working well. She
always lets you know_______________.
2)
______________________________
______________________________
______________________________
She lets ______________________if she

thinks theyre good. She doesnt allow
anybody________________________.
3)
______________________________
______________________________
He wouldnt allow_________________.
Hes got us all talking_______________
and money.
4)
______________________________
______________________________
He makes everybody________________
at
work.
He
lets
you
do
things____________.
1)
Speaking
I. What qualities or characteristics are important in your line of work?
II. Your company needs to employ new staff. Discuss with your partner what personality
profile would be suitable for each of the posts below.
chief accountant
telephone salesperson
training manager
maintenance technician
sales rep
receptionist in the front office
laboratory technician
Writing
Choose two of the jobs from Speaking and write two short texts describing the appropriate
personality profile for each job. Use the language in the example below to help you.
Personality profile
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A chief accountant must be a patient and practical person. They are responsible for the
company accounts and should be goal-oriented and capable of working under pressure. Good
communication skills are required. The accountant must be analytical and capable of
independent work.
Lesson 5. Making, accepting and declining offers

Warm up
Read the email below sent between two friends. What would you do in this situation?
Active vocabulary
1) how to make offer
2) how to accept offer
I wonder if youd like

Shall I make you
Any chance of you coming out
Would a help?
Can I get you ?
Do you need a ?
Will you have some?
You must try them.
Sounds like a nice idea.
Id love to. Thanks.
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3) how to politely decline offer
Thats kind. Thanks.

A would be great. Thank you.
Yes, thats kind of you.
No, actually. Theres no need. But thanks
anyway.
I wish I could, but
No, Im afraid I cant.
I wish I could! But Id better not.
Well, Id rather
Well, actually, Id prefer .
No really. Its quite all right. Thank you.
Listening
I. Listen to six short conversations. For each one, decide what the offer is, and whether it is
accepted (\/) or declined (X).
offer
\/ / X
1)
2)
3)
4)
5)
6)
II. Now listen again. This time complete the spaces with the words used.
1. Jamie: Were going to the Irish pub.
Susan: Sounds like a nice idea. _________________________, thanks.
2. Oh, um. ________________________ another copy? It won't take a moment.
Er, no, actually_________________________________. I've got a copy at the office.
3 Oh, you can't make it - that's a pity! No, ________________________. I'm away
at a wedding.
4 Well, would a drink help? _____________________________ a brandy perhaps?
Oh, I wish I could have one! But___________________________. It's fine, thanks.
5 Oh, ________________________ a taxi? I'd rather walk. But yes, _________________.
A taxi would be great.
6 Oh, that's such a shame! Oh, go on, Tim.
No, really ____________________________. Thank you.
Speaking
Look at the following situations. Decide if you would be more likely to accept or decline
them (and if so, why). Then role-play them with your partner.
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a) a client has taken you to meet colleagues of his at a reception. At the end, he offers you a lift
back home. You think he has had too much to drink.
b) you are at an international conference. After the opening reception dinner, one of your clients
suggests going to a nightclub. Tomorrow you are giving the opening plenary at the conference.
Writing
For each of the following offers, write an email to accept, and another to decline.
a) you have received an email inviting you to open an exhibition in town next month. It clashes
with your daughter's school Parents' Evening. You really do not like the artist's work, but you do not
want to let them down, and feel it could be a useful business opportunity.
b) you have been asked to give a talk at a conference early next year in Frankfurt to promote your
products or services. The previous week you will be in Hong Kong, and the week after you will be in
Cairo. You know that one of your competitors will have a large stand at the conference.
Unit II. DEALING WITH PEOPLE

Learn how to ask for something, make and react to suggestions, give and receive
praise, cope with your colleagues bad habits, deal with consultants, make a compromise.
Lesson 1.Asking for something

Warm up
I. What do you often ask the following people for?
a boss
a bank manager
a customer
a colleague
supplier
II. Talk about the last time you asked these people for these things. Did anything unusual
happen?
Active Vocabulary
I. Listen to the conversation and answer the questions.
1. Who are the speakers?
2. What do they ask for?
3. Who is polite? Who makes demands? Why?
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II. Look at the extracts from the conversation. Complete them with the phrases used for
asking for something.
1. Hello. I ______________________________to Susan Crawley, please.
2. Would you ____________________________me a duplicate?
3. Now we'd _____________________________pay for the computers.
4. Do you _______________________________wait until next month?
5. We __________________________________pay before the end of June.
6. If we ________________________payment by then, _______________
send someone round to pick up the computers.
we'll have to
III. Look at the extracts in 2 again. Mark them polite (P) or demanding (D). Then explain
your decision to your teacher.
We can use these expressions in different ways to ask people for something:
would like
I'd like a cup of tea, please.

I'd like to phone home, if you don't mind.
We'd like you to send the cheque today.
advise, ask, expect, need, remind, tell, warn
We would ask you to pay in full by 1st May.

We have warned them to pay promptly.
would you mind
Would you mind opening the window?
Speaking
I. Make a suitable request for the following situations. Try to use phrases from Vocabulary
and Language. Your teacher will respond to your requests.
1. You ordered twenty color cartridges for your printer. Unfortunately, you received black
cartridges instead. Call the supplier and ask them to correct the order.
2. You ask your boss if you can have the morning off next Friday because you need to sign
some papers at the bank.
3. You ask for a return train ticket to Oxford at the ticket office.
4. Your colleague keeps forgetting to finish the report you have both been working on. It
needs to be sent to head office today. You call him to help him remember.
Writing
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I. You have received the following note from your boss. Write an email to the travel agency
requesting information for his trip.
Lesson 2. Consultants. Making suggestions

Warm up
I. Read the quote and say: if there is any truth in it; how important the role of a consultant
in business is.
Consultants are people who borrow your watch and tell you what time it is, and then walk off with
the watch.
Robert Townsend
II. Would you like to be a consultant? Why? / Why not?
Active vocabulary
Companies use consultants for many reasons. Match the sentence halves to discover a few
of them.
Consultants are not involved
Consultants have experience of
Consultants bring
Consultants can be used
Consultants have
Consultants see
fresh ideas to the company.

specialist knowledge.
in internal company politics.
things realistically and objectively.
working with other companies.
quickly and efficiently.
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Consultants work
by management to take the criticism foe

unpopular decisions.
Note: two verbs that are often used for making suggestions or proposals are suggest and
recommend. Look at the following examples:
We recommend changing the dates.
We recommend that you change the name.
We suggest using the Internet.
We suggest that you use the Internet.
Other expressions:
How about changing your job?
Have you considered changing your job?
What if you change / changed your job?
We'd like to propose that you invest 9,000.
Reading
Read the story about the consultant, the shepherd and sheep. What conclusion can you
make, analyzing a consultants work?
Once upon a time there was a shepherd. He was standing by the side of the road, looking
after his flock of sheep. Suddenly, a brand new Cherokee Jeep appeared and stopped near the
shepherd. A young man wearing a Hugo Boss shirt, Yves St. Laurent trousers and Nike trainers
got out and said to the shepherd: If I can guess how many sheep you have in your flock, will
you give me one of them? The shepherd looked at the man, looked at his sheep who were
eating grass peacefully and said: Yes, OK then.
The young man parked his car and took out his laptop computer and a GSM phone. Then he
logged on to a NASA website and scrutinized the local area with the help of a GPS (global
positioning system). Next, he created a database and 60 Excel tables full of statistics. After that,
using a hi-tech micro-printer, he printed a 150-page report. Finally, he turned to the shepherd
and said: You have 1,586 sheep in your flock. The shepherd replied: You are absolutely right,
I do have 1,586 sheep in my flock. Now you can take your sheep.
The young man took a sheep and put it in the back of his Jeep. When he had done this, the
shepherd said: If I can guess your profession, will you give me my sheep back? Yes, said
the young man. You are a business consultant, said the shepherd. How did you guess? asked
the young man. Three things, said the shepherd. Firstly, you came here when nobody asked
you to. Secondly, you charged me a sheep to tell me what I already knew. And thirdly, you have
no idea what I do, because you took my dog, not a sheep!
From In Company Intermediate
Listening
I. Bruston Bicycles and Cycling Accessories Ltd is in trouble. Sales are 15% down on
last year. It is losing clients. Three of its best sales people have left the company in the last
two months. To find out what's going wrong Bright Ideas Ltd, a business consulting group,
visited the company a few days ago and made the notes below. Read the notes and then
discuss the different problems with your teacher. In your opinion, which are the three most
important issues, and why?
Bright Ideas
Sales and Production only monthly meetings
staff not given enough information
products old-fashioned design manager left a year ago not replaced
21
company doesnt use internet at all

name of company!
sales manager obviously overworked covers national and export sales no assistant
John Bruston managing director 79 years old, son of founder
Reputation for top quality, but delays of up to a month in deliveries
II. Listen to the presentation that one consultant from Bright Ideas gives to the
management of Bruston. He mentions four of the problem areas. Which ones?
III. Now listen again. This time complete the spaces with the words the man uses to make
his proposals.
1. First of all, we __________________________ a change to the companys name.
2. We ____________________________ to a more international name.
3. Secondly, wed like to ________________________new sales staff.
4. We ____________________________three new assistant staff people with languages
and experience.
5. Our third _____________________________the possible use of the Internet as a
marketing tool for your company.
6. Finally, we ____________________________serious and immediate measures to
reorganize the production side of the company.
Speaking
Your friend comes to you with the following problems. Make two suggestions in each case.
Use as many different expressions as you can.
I just feel Im going nowhere in my job.
I frequently travel to Germany but I dont speak a word of the language
I often forget things like meetings and phone numbers
My cars always breaking down
I feel so tired and overworked
Writing
You are not happy with the following five things. Tell your teacher why you are not happy
and what you would change if you could. Make two different suggestions or proposals
about:
1) the organization of your classes (days, time, etc.)
2) the place where you work
3) the work timetable or calendar that you have
4) the TV programmes in the country where you live
5) the traffic and/or parking problems in the city where you live
Explain the reasons behind your proposals. Find out if your teacher agrees with you.
Choose one of the topics and write an email to an appropriate person, containing your
proposals.
Lesson 3. Reacting to suggestions

Warm up
I. Do you have any colleagues with the following habits?
They make personal calls in a loud voice.
22
They arrive late and leave early.

They never return items they borrow.
They use bad language all the time.
Their only subject of conversation is their children (any other variant).
They waste time and never get anything done.
They smoke continuously.
They never pay for drinks or meals when you go out.
II. Which of the habits do you find most annoying?

III. How could you deal with these colleagues?
Active Vocabulary
When we react to a suggestion, we often
suggest specific action, or propose a possible
alternative for action. Look at the expressions
used to react to the following suggestion.
Everyone in the office seems a bit down.

Why don't we all go out together?
That's a good idea...
... We could have dinner and then go out
dancing.
... Let's start planning it right now.
... It would be even better if the company paid
for a party!
... Shall we put up a poster?
Shall is used with we and I, especially in Shall we leave now? Yes, let's / let's go.
British English. It is often used to make
suggestions along with let's.
When we reject a suggestion, we normally Mm, I'm not so sure about that...
give a reason.
It might make things worse.
... I think people would prefer a bonus to a
night out.
Listening
Look at the extracts from the conversations. Complete them with the useful phrases for
reacting to suggestions.
1. No, _______________________ do that. It would be really embarrassing.
2. No, I'm ___________________________that's such a good idea.
She is the boss ______________________!
3. OK, that ___________________, I suppose.
4. What _____________________! I'll do that next time he calls.
Speaking
Imagine you have to deal with the following situations, in which you have to give feedback.
Plan what you will say.
a) you share an office with a colleague who often goes out, without telling you for how
long. When clients phone, you are unable to tell them when to call back. What suggestions can
you give your colleague?
b) one of your staff, who often visits clients, insists on wearing jeans at work, despite the
office dress code which states no jeans. You feel it is necessary to discuss it formally with the
staff member.
23
Writing
Read the following email and suggest ways the supervisor could deal with the problems in
the department. Role-play a conversation to follow the email, with you as Charlie and your
partner as Sam. Reply to the email with your own ideas.
24
Lesson 4. Praise
Warm up
I. In what circumstances do you praise colleagues at work?
II. Do you find giving praise or receiving praise more difficult? Why?
III. What is your approach for giving negative feedback to colleagues?
Listening
I. Listen to three situations where someone is giving praise. In each dialogue 1-3, what did
someone do well? What has happened as a result?
What did they do well?
Result
1)
2)
3)
II. Look at the extracts from the conversations. Complete them with the useful phrases for
giving praise from listening the script. Then listen again and check your answers.
1. I'd just like to say I'm ___________________________how successful our stand was...
2. Jane, you ___________________get such a good location.
3. Well ___________________, Jane.
4. I want to tell you ___________________________________your presentation yesterday.
You did a ________________________ .
5. I really ______________________________included the customer stories.
6. Anyway, they love it - you_____________________ very well.
Speaking
Role-play the following situations to practice giving praise. Before you begin, decide how
you will introduce the topic, and what specific aspect(s) you will praise.
1 Boss to employee - praise for a report.
2 Boss to employee - praise on winning a large new contract.
3 Colleague to colleague - praise for the new company website.
Writing
25
1) One of your colleagues has just returned from an international conference, where they
represented your company. You hear that their presentation went very well. As you are working
from home, you decide to drop them an email to congratulate them.
2) You are the boss of a small retail store. A new member of staff noticed that somebody was
regularly stealing from you, and by reporting it to you has saved you a lot of money. Write a
letter to the member of staff, praising them and telling them the results of their action.
Lesson 5. Compromise
Warm up
Compromise /komprsmaiz/ when people are arguing, they make an agreement called a
compromise by giving up part of what they want
Do you often have to reach compromise in your job, studying?
Think of an occasion when you solved a disagreement or problem by compromising.
Active Vocabulary
When trying to reach a compromise, we often discuss the effects of possible actions or
events on the situation. In order to do this, conditional sentences are often used:
If I had the chance.
If we bought 10,000 of them,...
I would make a lot of changes if I had the chance.
If we bought 10,000 of them, we'd have storage problems.
If I were you, I wouldn't accept that offer.
If I agreed to those conditions, would it affect my pension?
Would it affect my pension if I agreed to those conditions?
Lexical exercises
Match the two halves of the sentences:
Would they accept the offer
Our rent would be lower
If I were you,
If we gave you a 10% discount,
If our boss expected us to work overtime,
Would people start leaving
we'd leave the company.

would you agree to pay sooner?
I'd apologize for my mistake.
if we included transport costs?
if we employed more staff?
if we moved out of the centre.
Listening
26
I. Derek is the owner of a chain of Turkish restaurants in Ireland. The manager of one
of the restaurants is a Turkish woman called Ayse. She wants to talk to Derek about
something important. Read this summary of the first part of the dialogue. Then listen to
the dialogue and correct the text where it is wrong.
Ayse wants to talk to Derek, her boss, because today she's received a letter from her family
in Turkey, saying there's a problem at home and they need her to come home for three or four
days. Derek seems to understand her problem and it's a busy week.
II. Listen to the second part of the dialogue and underline the part of the sentence in Italics
that is correct.
1. Derek will not agree to Ayse's request because he cannot manage without her / he feels
she is not being honest.
2. Ayse's main worry is her duty to her family / money.
3. They understand / do not understand each other's point of view.
III. Listen to the third part of the dialogue. What compromise do they reach?
IV. Look at the extracts from the dialogues. Complete them with the phrases used by Ayse
and Derek. Then listen again to all three dialogues and check your answers.
1. I know it's a busy time of year, I do. I __________________________your point of view.
2. But put______________________ - imagine if it were your family.
3. This is what I suggest. Let's both ______________________and I'll phone you tomorrow
morning.
4. Right, er... I've ________________________ thinking.
5. On the _______________________I need someone with your experience and ability with
the staff and the customers.
6. So what _________________________ - if you went in four days' time that would give
us time to show the ropes to someone else.
7. Let's ____________________then.
Speaking
Respond to the following problems. Try to use language from the unit.
1) a regular customer says they are having financial problems and cannot pay for the goods
or services you have provided. You need the money but do not want to lose a good customer.
2) there is an urgent project at work. Your boss wants you to work extra hours for the next
two weeks, including all day Saturday and Sunday. No extra money is available to pay you for
this.
Writing
As part of a presentation to new employees, you decide to suggest some tips for reaching
agreement. Write four or five tips that you could show as part of the talk.
Unit III. APPLYING FOR A JOB

Learn how to write a CV and a resume, to get ready for and win an interview.
Consider some rules of etiquette and useful advice for job-hunters.
Lesson 1.Choosing Careers

Warm-up
27
1. Read the following suggestions for finding a job and, in pairs, discuss which ones you
agree with and why.
Contact your friends and see how they can
help.
Visit an employment agency and ask about
available jobs.
Look for the job that gives the best salary.
Read the advertisements in the business
section of your local newspaper and try to find a job
that matches your skills, qualifications and interests.
Ask your parents and their colleagues to get
you the job in the companies where they work.
Discuss your goals and interests with your
friends and make a plan for how to proceed.
Talk to a counselor at the place where you are studying and ask for some advice.
Listening
I. Listen to two friends talking about job hunting. Check the points that are mentioned
in their conversation.
consult with different businesses and find out what is required in each department
go to an employment agency
look at some ads and see what is available
think about your specific interest in business
get in touch with any business contacts your family might have
identify strengths and weaknesses for specific areas of business
visit college counselor and discuss
II. In pairs, practice making suggestions about how to start job hunting. Use the phrases in
the box.
I think its time to start
Maybe we should begin by
Lets go see
Why dont we read
We need to think about where

We could find out about available jobs
I suppose we should think about
I suggest we start by
Active vocabulary
I. Here is a list of words and expressions connected with jobs. Divide them into the
following categories:
Departments
in a company
Money
Adjectives
describing
different jobs
Losing a job
28
Hours
work
of
Applying for
a job
Words:
personnel, accounts, references, a salary, advertising, out of work, rate of unemployment,
sales, to go for an interview, a wage, to get a bonus, manual, to make someone redundant, a 7%
pay rise, to earn US $50.000p., marketing, skilled, to fire an employee, a 9 to 5 job, challenging,
to get a commission, gratifying, an hourly rate, boring, to do overtime, to fill in an application
form, to work in shifts, rewarding, to work flexi time, to make ends meet, to do something for a
living.
II. Think of a job. Do not say what the job is. Let your group members guess by asking you
general questions (to which answers will be Yes or No). The students cannot ask more
than 10 questions. You may be asked questions like that:
Do you get a big salary?
Is it a 9 to 5 job?
Do you have to deal with children (patience, people)?
Do you work in shifts?
Do you often have to work overtime?
Speaking
I. Interview each other:
If you have a job:
a)
How and why did you make up your mind what to be?
b)
Has it always been your ambition to do this?
c)
Does your job suit you? Why?
If you dont have a job

d)
What would you like to be? Why?
e)
What will you have to do to get this job?
f)
Why do you think you would be well-suited for this job?
II. Look at the list of jobs below and choose the one you would most like to do and the one
you would least like to do.
nurse
journalist
shop assistant
manufacturer
policeman
teacher
cook
disc jockey
pilot
farmer
sculptor
manager
car mechanic
secretary
head of a big company

tourist guide
taxi driver
interpreter
air steward
engineer
doctor
Reading
Read the sentences below. Fill in Do or Dont to make useful advice for a job-hunter.
Explain your reasons.
DOs and Donts For Job Seekers

stress your qualification for the job opening
mention any experience you have which is relevant to the job
talk and think as far as possible about the future rather than the past.
29
... escape testing.

... arrive a little late.
... behave as a know it all.
... write incorrect information about yourself to look better.
... approach the employer with respectful dignity.
indicate where possible your stability, attendance record and good safety experience
assume an air of confidence
be one of those who can do everything
hedge in answering questions
hang around, prolonging interview, when it should be over
arrive late and breathless for an interview
isolate yourself from contacts that might help you find a
job
make claims if you cannot deliver on the job
try to be optimistic in your attitude
try to overcome nervousness and shortness of breath
learn ahead of time about the company and its product
apply for a job in person

answer questions honestly
have a good resume
know the importance of getting along with people
recognize your limitations
make plenty of applications
indicate your flexibility and readiness to learn
keep stressing your need for a job
discuss past experience which has no application to the job situation
apologize for your age
be untidy in appearance
beg for consideration
mumble or speak with a muffled voice
write incorrect information on your CV to make it look better
... pay little attention to your own appearance.
... show yourself one who can do everything.
... speak in a low voice.
... think a lot before answering a question.
I. In the text find the English equivalents to the following words and word combinations.
Explain the following words in English. Make up your own sentences with these words.
, , , , ,
, , , , , ,
II. Make your own advice for job hunters. Use the following expressions:
It is always a good idea to because
A lot of people but dont because
Its usually appreciated if you avoid (-ing), because On the whole, people dont because
One thing you should never do is because

People tend to / tend not to because
30
Lexical exercises
I. Match up the expressions
Ive got a good
I get six weeks paid
To earn more I often work
I have to work long
Every year, I get a pay
Now I have children, I work
Next year, Ill probably get a
This job isnt very
We get very good health
He gets a company
promotion
well-paid
part-time
holiday
insurance
salary
rise
hours
overtime
car
II. Complete the sentences using the expressions from the previous.
1
1.
2.
3.
4.
5.
6.
7.
8.
This year the company wants to cut costs so nobody is getting a

One of the benefits of a job is abut I do travel a lot.
I usually take three weeks.in the summer and a couple in the winter.
We work in the sector where everyone worksbut gets paid very well.
He has a very demanding job but he gets paid a..
Ive applied for a..I want to become a manager.
Supermarkets employ a lot of women who want to work..
In general its an unskilled sector which isnt very
When we are busy, I often choose to workand then take time off later.
Lesson 2. Filling Out Forms
Warm-up
I. Look at the following ads and underline skills and qualifications needed for each job.
31
Secretary/Receptionist
required for Accountant
firm
in
city
centre.
Proficiency in MS Office,
good interpersonal skills,
and good telephone manners
essential. Candidate should
hold a diploma from a
recognised business school.
Experience an advantage but
not a necessity. Apply with
resume, copy of diploma and
three references to
Accounts Manager
Prestigious
language
school requires an Internal
Accounts Manager to take
responsibility for a number of
key
existing
accounts
together
with
the
development of new business.
Candidates,
preferably
graduates,
with
proven
ability will report to the
Director.
Remuneration
negotiable and based on
qualifications
and
experience.
Sales Representative
(rep) required for a small
but dynamic automobile
company.
The
selected
candidate must enjoy all
aspects of sales and be
willing to research the latest
car models. Ability to work in
a team and a strong interest
in the client are essentials.
No experience necessary as
on-the-job
training
is
provided. Basic salary and
commission on car sales.
Apply to
II. Read the ads again and answer the questions.

1.
2.
3.
4.
5.
What qualifications are essential for the Secretary/Receptionist position?

What responsibilities are listed for the Accounts Manager?
From the new graduates point of view, what advantages are offered by jobs 1 and 3?
Is it essential that the Accounts Manager have a University qualification?
What feature of the sales representative job might be a motivating factor?
III. Complete the following sentences with a suitable

word used in any one of the three ads above.
1. Though we have stated what we are willing to pay
a suitable candidate, the salary is in fact
______________.
2. Experience
and
qualifications
are
_______________ for this job and the candidate
should have worked for at least three years with a
reputable company.
3. One great _____________ to this job is that there
is an opportunity for on-the-job training.
4. No previous experience is ______________ for the job of secretary as training is
provided.
IV. In pairs, discuss the relative merits of each of the three jobs.
1. The following words and phrases are commonly found in resumes. Categorise them in
the chart below.
high school diploma
familiar with Microsoft Office
theatre and film

fluent in French
32
swimming
competent in conversational Spanish
efficient
knowledge of the Internet
hard-working
independent
diploma in computer science
2. Select a job in business that you think you would enjoy. Make a list of the qualifications,
skills, personality traits that you think are important for that job.
Personality
precise, energetic
Skills
knows how to prepare business proposal
Qualifications
diploma in marketing
Hobbies/Interests
mountain biking, piano
3. In pairs, share and compare your opinions and give your reasons. Use the language in
the chart to help you.
Example: In my opinion, a person who works in finance should be precise because making
mistakes could cost a company a lot of money.
giving an opinion
I think / in my view / in my opinion / I believe
giving a reason
because, as, consequently, therefore, as a

result
Reading
1. In pairs, combine words from box A with phases from box B to form appropriate
collocations. Some verbs and phrases may be used more than once.
A
make
fill out
proofread
short-list
follow
leave
submit
apply for
list
a section blank
the same steps
your abilities and skills
candidates
a job
the application form
your application
decisions
instructions
your most recent jobs
2. Read and complete the text with the right words.
33
When you (1) ___________ for a job, you are

usually asked to (2) ___________ an application
form as well as your resume and a cover letter.
Companies like to have standardized forms
containing information about candidates. This
makes comparison simpler and also makes it easier
for a company to (3) ___________ the candidates
for interview. It is very important that you (4)
___________ all your abilities and skills in the
spaces provided. Remember, this is the employers
first impression of you, so it is very important that
you (5) ___________ the form accurately. Read the
form very carefully and answer each question honestly. Show employers that you are able to (6)
___________ instructions. Answer all questions as precisely as you can. Do not (7)
___________ any sections blank. If a question does not (8) ___________ to you, simply write
not applicable. Proofread your application before you turn it in.
From English for Business
Reading Comprehension
1. Find English equivalents of the following words and word combinations. Use them in the
sentences of your own.
, , ,
, ,
, , , .
2. Complete the notes with key information from the text.
why employers prefer to see job application forms:________________________________
how to fill out the form:______________________________________________________
3. Read and complete the sentences with up or in.
1. A colleague called in sick today and so the manager asked me to fill ___________ for
him.
2. A lecture was boring and not very useful, so he filled ___________ the time sending
messages.
3. When Mary returned from work, I filled her ___________ on what had happened while
she had been away.
4. The conference room filled ___________ very quickly, and at exactly 10 oclock, the
CEO walked in.
5. When my boss returns, I will have to ___________ him
4. Match the phrasal verbs from the previous exercise with the correct meanings.
1. to fill in____________________
2. to fill someone in ___________
3. to fill up (no object) ___________
4. to fill up (with object) _________
a. to spend or use up (especially surplus time)

b. to take someones place temporarily
c. to make or become completely full
d. to supply someone with recent information
Listening
1. Listen to Martha and John talking about their strengths and weaknesses. Complete the
following table with the information you hear.
34
Strengths
Weaknesses
John
Martha
2. In pairs, discuss what you see as your strengths and weaknesses and talk about how you
could present any weaknesses in a more positive light.
Lesson 3. Preparing Your Resume

Warm Up
I. Comment upon the quotation: Writing without thinking is like shooting without aiming.
(Arnold Glasgow)
How can it be applied to writing a resume?
II. Read the following statements about preparing a resume
and write whether you agree or disagree with each one. Then
discuss your opinions in pairs.
When preparing a resume you should
1. always give your age and marital status _________
2. provide a current address and phone number _________
3. always use your friends as references _________
4. list all your employment experience _________
5. always include copies of personal references _________
6. use a reliable e-mail address _________
III. Read the steps for preparing a resume and number them in the best order. The first
one has been done for you. Then compare your answers with your partner.
Include a brief outline of your hobbies and interests
Provide the names of three references who can be contacted by a prospective
employer
1
Include your name and current address, e-mail address and telephone number(s)
Outline your educational history starting with your most recent studies
Include other trainings and courses that you have taken
List your working experience starting with your most recent employment
Listening
Listening
1. Listen to the Human Recourse manager speaking about what to include in a resume.
Check the items that should be included and mark with a those that should not.
address
age
all your education
consenting references
35
e-mail experience
interests
marital status
religion
volunteer work
2.In pairs, take turns summarizing the advice offered in the previous exercise. Use
expressions from the box.
You have to
Your resume should be
It is advisable to
Make sure you
You shouldnt We advise you to

You should
You do not have to
Reading
1. Read this extract from an advertisement for a job at a large banking organisation. Then
read through the two resumes and decide which applicant is better suited for the job.
Responsibilities:
Work as a part of a team to ta
ke ownership of all HR functions within a bank including staff development,

training and all issues concerning staff welfare.
Maintain all staff documents including contracts, leave and sick benefits.
Participate in internal and external recruitment procedures.
Applicant 1
Qualifications:
1982-1984 Community College Diploma in
business
On-the-job short courses in various aspects of
HR and computer programmes
Experience:
1996-2006 Rights General trading Human
Resource manager
Responsibility for all HR staff
management
Recruitment supervisor
Adviser on all staff development issues
1984-96 RFC Food Co.
Human Resources Support Assistant
Recruitment
Employee contracts
Organisation of staff PD
Applicant 2
Qualifications:
2003-05 University of Birmingham M.A. in
Human Resources Management
2000-03 University of Cincinnati B.A.
Business Administration special focus on
finance
Experience:
2005-06 More Mortgages Co.
Assistant in HR Department (temporary)
Preparing documents and maintaining
files on all applicants
Sending letters of invitation to
interview to short-listed applicants
2003-05 Library Support
Afternoon duties at circulation desk
Organising books on shelves
Listening
I. Listen to two people from the Human Recourse Department discussing the two
applicants. Check the positive points for each applicant.
36
Applicant 1
Applicant 2
overall qualifications
specific courses
years of experience
range of responsibilities
experience related to finance
flexibility
team player
Writing
Now, using the ideas and advice contained in this lesson write your own resume. Use the
given form as an example.
Name
Address
Telephone
E-mail
Objective
Education
1996 2000
1996 - 1994
1993 - 1994
Highlights of Qualifications
Organization Skills
Clerical Skills
Experience
2001- present
2000 - 2001
Languages
Computer Skills
References
Crystal Danziger
1245 Dahia Road
Sumner, Washington WA147
(554) 854-5217
danz @ hotjob.com
A clerk position in a high quality library, where my
customer service and organization skills will be utilized
and appreciated.
University of Washington, Seattle, WA.
Bachelor (Library Science).
Evergreen State College, Olympia, WA.
Highline Community College, Des Moines, WA.
Demonstrated experience shelving books, straightening
shelves and keeping the collection in order.
Strong skills for data entry, assigning bar codes, preparing
mailing and labelling new material.
Library Clerk, National Air and Space Museum,
Washington, WA.
- Entered data on PC computer
- Bar-coded books
- Prepared mailing
Library Clerk, Skyway Library, Seattle, WA.
- Shelved books
- Bar-coded books
- Stamped and labelled new material
German (fluent)
MS Office (Word, Excel), E-mail, Internet
Available upon request
37
Lesson 4. Winning an Interview

Warm-up
I.. Discuss the quotation: You will never get a second chance to make a first impression.
II. In pairs, discuss the questions.
When was the last time you attended an interview? What was it for?
How did you feel before, during and after the interview?
How well or otherwise did the interview go? Why?
Listening
I. Listen to some advice about interviews and check the appropriate boxes.
Observe the proper dress code

Wear bright and loud clothes
Show what you know about the company
Relax and just be yourself
Give a casual informal greeting
Say negative things about past employers
Maintain good eye contact
Reply with short yes or no answers
Do
Dont
II. Discuss your answers with your partner.

Reading
When you apply for a job, you often have to go for an interview. What is the best way to
get the job? Read the advice below and be prepared to discuss it. Pay attention to the
words in italics.
Everybody is nervous at interviews so dont worry about it. If it becomes a real problem,
then go for a walk just before the
interview and watch other people
living their daily life-try to realise that
if you fall the interview is not the end
of the world. There are other more
important things in life.
It is obvious that you are
expected to arrive on time, but a
surprising number of people still
manage to arrive late and this clearly
makes a very bad impression, however
good the excuse is. If you do arrive
early, you can always spend time
looking around the premises. Decide if
you would like to work there.
Even in this day and age it is
still worth taking some trouble with your appearance, especially if you are going to an interview
38
at a big multinational company or bank or insurance company. Put on your best clothes and
make sure they are ironed. It is probably not a good idea to smoke during the interview
-smoking has had such a bad press recently that is not worth taking the risk.
Be polite but do not say necessarily accept everything they say - be prepared to challenge
some of their ideas. Employers are always happy to have people who have clear ideas and
express their opinions with some force.
Do find out as much as you can about the company or institution before you go. Find out
exactly what they do and find out as much as you can about the job you are applying for. If you
cant find out certain things then make a note and ask them at the interview. Employers are
always impressed when they find someone who has done their homework and someone with an
enquiring mind - but plan your questions before you go. It is even worth writing them down on a
piece of paper and looking at them again just before you go in. Finally find out the name of the
person who is going to interview you.
Try to predict what questions they might ask you. Its much easier to shine at an
interview if you can answer questions quickly and efficiently.
Above all, show confidence. Tell them you are sure you can do the job and would enjoy
the challenge and stimulation of working there.
I. Paraphrase the following sentences using the words and
expressions from the previous text.
1.You should always (arrive on time) at the interview.
2.Dont be (worried) at the interview; surely you can cope with
stress.
3.(People who give you work) want to hire those having good and
bright ideas.
4.Big multinational companies pay attention to (the way you look).
5.Dont be afraid to (give your own point of view) on some facts.
6. Showing confidence will help you to (get a good attitude) of the interviewer.
7. If you dont follow this advice, you will (not win the interview).
II. Discuss the following statements with your group mates. Which of the statements in
each pair do you think gives the best advice?
Statement 1.
a. You should always wear your best clothes when you go for an interview.
b. Employers nowadays dont mind what you wear as long as you dont look a punk.
Statement 2.
a. You should never smoke during an interview.
b. Its all right to smoke provided that you ask permission first.
Statement 3.
a. There is nothing you can do to stop being nervous-its quite normal.
b. If you appear nervous in front of the interviewers, they are more likely to give the job to
someone else.
Statement 4.
a. Its a good idea to agree with an interviewer.
b. If you disagree with the interviewer. She/he will be impressed that you have got your own
ideas.
Statement 5.
a. You should find out as much about the job as possible before you go.
39
b. You will be told about the job when you go for an interview.
Active Vocabulary
I. There are many proverbs to do with work. Match a line from column A with a line from
column B to form an English proverb.
A.
B.
1. while the sun shines
2. make light work
3. what you can do today
4. for idle hands
5. makes you healthy, wealthy and wise
6. blames his tools
7. its worth doing well
8. catches the worm
9. spoil the broth
10. makes Jack a dull boy.
a. A bad workman
b. If a job is worth doing
c. Make hay.
d. Many hands.
e. Too many cooks.
f. Early to bed and early to rise.
g. Never put off till tomorrow.
h. The devil makes work.
i. All work and no play.
j. The early bird.
II. What do the proverbs mean? Do you agree with

them? Do you have any similar expressions in your
language?
III. Make at least three situations suitable for any of
the proverbs.
Speaking
I. Complete the following interview with appropriate
questions
Q:___________________________________________________________
A: I graduated from college in September 2005.
Q:___________________________________________________________
A: Yes, I have had some work experience. I worked for four months with Brown and Co. in
their Finance Department.
Q:___________________________________________________________
A: I have heard a lot about your company and feel that I could learn a lot if I worked there.
Q:___________________________________________________________
A: I enjoy working with people. In my last position, I worked on a project with four young
people and we shared our responsibilities well.
Q:___________________________________________________________
A: I would like to gain some experience and then go on to do an MBA.
Q:___________________________________________________________
40
A: I speak Spanish and a little French. I am also quite competent with Microsoft Office and
I plan to take some special courses for finance.
Q:___________________________________________________________
A: Well, I have been told that I am quite fussy about details, but I think it is very important
to be accurate, especially in matters of accounting and finance.
II. In pairs, discuss the interviewees answers and make suggestions with regard how, if at
all, they could be improved.
III. Having made any relevant changes, practice the interview in pairs.
VII. Listening
1. Listen to three excerpts from three interviews and then discuss the following
questions in pairs.
How well prepared is each interviewee for his/her interview?
How would you describe the emotional state of each interviewee?
What comments would you make about the quality of the interviewers questions?
What comments would you make about the tone and formality of the interviews?
2. Choose one of the interviewees who did not perform well. Give this person some
advice on how to handle interviews.
Discussion
II. The Career Fantasy
Imagine that you have just won a major contest, the right to spend an entire day with
someone who has a job that you would love to doyour ideal job. You may spend your day
with that person anywhere in the world.
During your day, you will be able to work with your ideal person at his or her job. Close
your eyes for a minute, breathe deeply, and put yourself in this environment. As you breathe
deeply, hold this image in your mind.
Spend about 10 minutes experiencing this vision, fantasizing about it, mentally living it.
Then, answer the questions below. Do not talk to anyone until your instructor has told you to do
so.
1.
2.
3.
4.
Whom would I most like to meet and why? What kind of job does he or she have?
What would I enjoy most about doing this type of job?
What is there about this type of work that I might not enjoy?
What special training would I need to do this job?
41
5. Could I really get a job like this? Why or why not?

II. Read and translate the poem. Is the situation described true to life? Discuss it with your
partner.
The Lost Dr. Seuss Poem I Love My Job!

I love my job, I love the pay!
I love it more and more each day.
I love my boss, he is the best
I love his boss and all the rest.
I love my office and its location. I hate to have to go on
vacation. I love my furniture, drab and grey, and piles of
paper that grow each day!
I think my job is really swell, there's nothing else I love so
well. I love to work among my peers, I love their leers, and
jeers, and sneers.
I love my computer and its software;
I hug it often though it wont care. I love each program and
every file. Id love them more if they worked a while.
Im happy here. I am. I am.
Im the happiest slave of the Firm, I am.
I love this work, I love these chores.
I love the meetings with deadly bores.
I love my job Ill say it again- I even love those friendly men.
Those friendly men whove come today
In clean white coats to take me away!!!!
What is the problem with the authors job? Why? What advice would you give him / her?
Lesson 5. Team Project Work

Task: Prepare a recruitment dossier
You work in a careers advice centre of a university.
You advise students about career choices
and provide information about employment
opportunities.
With your team:
Select a medium to a large-sized company in
your town/city
Consult the companys website for general,
background information
Find some copies of any job advertisements
they have posted recently
42
Make a training for students willing to get job in this company: name the positions and
qualifications required, give some tips on writing a proper resume for this particular job, tell about
selection procedures and short-listing of candidates. Present your findings to the class
Unit IV. BUSINESS TRIP

Learn how to book a flight and a hotel, ask and explain how to get to places, asking
for directions, taking a taxi.
Lesson 1.Travelling
Warm up
I. Answer the following questions
Have you ever traveled abroad? Did you go by train, by air, by sea, by car? What was the
purpose of your visit?
What documents do you usually have to show at the customs? What sort of questions are
you usually asked by customs officials?
Have you ever bought anything in a duty-free shop? What was it?
Have you ever experienced cultural differences when you travel?
II. Read and translate the following quotations. Express your point of view
(agree/disagree)
The World is a book, and those who do not travel read only a page
St. Augustine
A good traveler has no fixed plans, and is not intent on arriving.
Lao Tzu
The traveler sees what he sees. The tourist sees what he has come to see.
43
G.K. Chesterton
Active vocabulary
Translate the words and phrases and try to pronounce them correctly.
Air Travel
luggage
a suitcase
check-in counter
the metal detector
the gate
a boarding card
a flight
a flight attendant
departure
Train
a ticket
the platform
the track
first class
second class
the conductor
the dining car
a compartment
railway station
Hotel
a reservation
a single room
a double room
a motel
bed & breakfast
a hostel
room service
room key
cardkey
duty free shop
medical insurance
"Do not disturb"
international travel
nothing to declare
passport
currency
a visa
check in/check out
On Vacation
sight-seeing
a tour guide
a guide book
a day trip
souvenirs
postcards
travelers' checks
a map
a money belt
a travel alarm
clock
customs
the border
Reading
I. Skim the text to grasp the general idea.
Tourism: the biggest business in the world
Tourism is one of the biggest businesses in the world. There are nearly 800 million
international tourist arrivals every year. it employs, directly or indirectly, one in fifteen of all
workers worldwide, from A to Z, from airport cleaners to zookeepers, and includes bar staff,
flight attendants, tour guides, and resort reps. It is a huge part of the economy of many
countries-in countries such as the Bahamas, over 60% of the economy is based on tourism.
Tourism is a fast-growing business. When Thomas Cook organized his first excursion from
Leicester to Loughborough in 1841, he probably didnt know what he was starting. Key
developments in the last 150 years or so have led to the rise of mass tourism. There have been
technological developments in transport, in particular the appearance of air travel and charter
flights. There have been changes in working practices, with workers getting paid holiday time
and working shorter and more flexible hours.
In recent years we have seen the growth of the Internet and globalization, making the world
seems a smaller but very fascinating place. The tourism industry grows faster and faster each
year. In 1950, there were 25 million international tourist arrivals. In 2004 it is predicted to be 1.6
billion.
But what are the challenges today? The tourism industry is affected by many different
things: international events, economic change, changes in fashion. New concerns and worries
appear every year, for example as people become more worried about security and international
terrorism, or as the value of their currency changes. But new destinations and new sources of
tourists also seem to emerge every year.
44
Tourism survives. It is a powerful and sometimes dangerous force in the modern world.
Tourism creates many good jobs and careers, but it also produces many poor and badly paid
jobs. Tourism can help to protect environments and animal life, but it can also damage them.
Tourism can save cultures and local way of life, but it can also destroy them. Tourism can
change countries and people for the better, but it can also change them for the worse.
Tourism is one of the biggest industries in the world. It is perhaps also the most important.
Robin Walker, Keith Harding, Tourism1, Oxford University Press
I. Scan the text and find the English equivalents to the following words and word
combinations. Explain the following words in English. Make up your own sentences with
these words.
/, , , ,
, /, , ,
, .
II. Discuss these statements with a partner. Write T (true) or F (false).
1. One in fifty of all workers are employed in tourism related industries.
2. The number of international tourism arrivals will more than double between 2004 and
2020.
3. Tourists often worry about international security.
4. Tourism has only had a good influence on the modern world.
III. Which of the following topics does the text discuss?
1. mass tourism
2. technological developments
3. tourism industry
IV. In pairs, answer and discuss these questions.
1. What do these numbers refer to?
a. 1841
b. 25 million
c. 760 million
d. 1.6 billion
2. What are the four positive and four negative effects of tourism mentioned in the article?
3. Which of the key developments in tourism do you think were the most important?
4. Can you think of some recent international events that have affected the tourism industry?
5. Do you think tourism is a positive or a negative influence in the world?
Lexical exercises
Active vocabulary
I. In the two columns match the words on the left with those on the right to make word
partnerships about travel.
1. business
A baggage
2. expense
B difference
3. duty
C class
4. time
D claim
5. boarding
E free
6. excess
F fare
45
7. hand
8. taxi
9. departure
10. travel
G lounge
H luggage
I agents
J card
II. Use some expressions from exercise I. and complete these dialogues:
1. Whats the..between here and New York? Six hours, I think.
2. If you have got the moment, can you ring..and book me a seat on the morning flight to
Geneva?
Youll be flying.as usual, I suppose?
3. Can I see your.sir?
Yes, of course. Here you are.
Is that bag yours?
Yes it is.
Ill have to put it in the hold, Im afraid. You are only allowed one piece of..in the cabin.
4. Thanks for the perfume, Tom. It must have cost a fortune.
Well, actually, I bought it in theshop at Athens airport.
5. By the way, how much is the.from the airport to your office?
About $15, I think. It depends on the route the driver takes.
III. Use these verbs to complete the sentences.
hire
change
confirm
miss
check in
meet
stay
land
1.
2.
3.
4.
5.
6.
7.
8.
You must phone the airport to..your flight 24 hours before departure.
Passengers for Turin should..at the Antalia desk.
If you wish toa car on landing, please speak to one of our ground staff on arrival.
Its best to.your money before you leave for the States. Youll get a better rate here.
Dont worry. Ill arrange for our driver....you at the airport and take you to our office.
Look, its nearly eleven oclock. If we dont get a move on well...our flight.
If Im in Singapore, I usually.at the Royal Park Hotel.
What time does your flightin Brussels?
IV.Choose the right variant.

1. Our tour (guide/conductor) was amazing! He knew so much about the city!
2. When you arrive in a new country, you often have to go through (customs/custom) at the
airport.
3. Travelling first (level/class) is very expensive.
4. I wanted to buy train tickets, but the ticket (office/bureau) was closed.
5. Are you here on vacation? No. Im here on (affairs/business).
6. We plan to do some (sightseeing/see-sights) while we are in Chicago.
7. I left my bag in a (locker/lock) at the train station.
8. You have to check (in/on) at the airport three hours before your flight.
9. Is the room air (cold/conditioned)?
V. Match the words and their definitions given below.
1. airport
2. check-in
3. duty-free
baggage that weighs more than the amount allowed.

taxi
light baggage (bags, briefcases, etc.) that you are
46
4. excess baggage
5. visa
6. cab
7. fare
8. hand luggage
9. label
10. gate
allowed to carry on board.

cost of a journey by bus, boat or taxi.
register as a guest at a hotel or as a passenger at an
airport.
the place in an airport where a particular flight arrives
and departs.
card showing your name and address which is used to
identify luggage.
without payment of taxes called custom duties.
stamp or mark put on a passport to authorize entry, exit
or transit.
large area where aircraft land and take off.
Speaking
I. Here are pictures of six famous places. Can you identify them and say which city or
country they are in? What do you know about them? What are they famous for?
II. Answer the following questions.

1. Which countries have you visited as a tourist? Which countries would you like to visit?
2. What famous attractions have you seen?
3. Which was your favourite, and why?
4. Have you ever had a holiday that was different?
Writing
Describe different types of holidays.
Project work
Surf the Internet. Choose any country, city or any interesting place and make fact file of
this place. Make presentations.
Internet resources:
http://www.globaldetail.com
http://www.euromonitor.com
http://www.peopleandplanet.net/section
https://www.cia.gov/library/publications/the-world-factbook/geos/uk.html
47
Lesson 2.Business trip

Warm up
I. Discuss with your partner.
How often do you go to business trip?

Is it difficult to live and work abroad? What is your opinion?
What sort of things do you think might be different between two cultures?
How often do you have to travel for professional purposes?
Who organizes your travel arrangements?
Has there ever been a major problem with your travel arrangements?
II. Business travel quiz

1. The best thing about business trips is that they are a good opportunity to:
a) get away from the usual work routine and meet new people
b) do new business
c) get away from family problems
2. Visiting foreign companies is a chance to:
a) Sample new food, learn about another culture, and see things from another perspective
b) promote your own company
c) put stereotypes to the test
3. Before going on a trip I usually:
a) read guide books on the area Im going to visit
b) learn a few key words in the local language
48
c) fill my laptop with all the data I need to do business successfully

4. When Im away I ring home:
a) at least every day
b) once during the trip
c) never
5.When you go on a business trip what do you miss most?
a) your partner
b) colleagues
c) TV
d) food
6. When on business expenses do you ever:
a) buy your hosts a lot of gifts?
b) go to expensive restaurants?
c) exaggerate your expenses a little so that you can buy a few extra things?
Reading.
I. Skim the text to grasp the general idea. Think of the most suitable heading. Scan the text
paying attention to the words in bold.
Living and working abroad would be really easy if everyone spoke the same way and
behaved in the same way. But, as soon as you leave your own culture it quickly becomes clear
that things are not the same. There are small and large differences between cultures. And how
well you are able to deal with these differences will affect how good your experience will be.
When people go into another cultural environment some of the things that can be different
for them are such things as the verbal communication style that can be radically different. And
we're not just talking about a different language but literally the way that we use verbal
communication.
Secondly, the non-verbal communication, body language, the gestures and the things that
we do as part of our communication.
Things like time. Do we see time as a linear process with a fixed series of events following
each other, or is time something much looser, much more flexible?
Whatever the differences working abroad might cause, there are millions of people working
abroad right now, experiencing and enjoying life in a different culture. But what's it like the first
time you arrive in a new country?
People are curious, or they might feel I don't know very much what to do and I want to
have the equivalent of a gap year. I want to experience other cultures and then once you know,
you've had some familiarity working in a foreign culture you can think about whether you want
to go back to own.
Another reason for going is where people really want to go and improve themselves.
Where the situation that they are in their countries may not give them the scope for their
ambitions and of course many people to go and work abroad for those reasons - to find a place
where they can fulfill themselves
BBC Learning English
II. Match the words with their definitions.
access
ambitions
based upon
culture
differences
module, section
the customs, social institutions etc. of a particular nation
often a year that young people taken after school and
before university
show or prove what something or someone is
find
49
first impressions
foreign culture
gap year
identify
personal experiences
scope
to go and improve themselves
unit
the ways in which two things are not the same

developed from
strong desires to achieve things
the things that happen to you over a period of time
to develop their skills and abilities
the original feeling or thoughts that you have about
something
the opportunity to achieve or do something
a culture that is different to your own
III. Explain the following words in English. Use English-English dictionary if necessary.
Case study
I. Skim the following text for general understanding.
Made in Japan, Sold on Britain
54,400 Japanese live in Britain: 12,000 are business people, 5,800 are students, most of the
rest are their families. The Japanese like Britain. They find it strange, but they like it.
Masami Sato, one of only 70 office-ladies-junior women managersin Britain, is happy. She
says most things are better here than in Tokyothere are so many parks and green fields.
As an office lady, she cannot be promoted above her present junior managerial position, but
she thinks the UK is less male dominated than Japan. She is in London as part of a scheme to
give office ladies overseas experience, and she does not want to go back to Tokyo when the time
comes next year.
When I go back to Japan, I have to live with my family, she says. There are few
amusements and we can not be relaxed because all Japanese are very busy.
The Japanese appreciate the space, the more relaxed atmosphere and the longer holidays,
but they also experience some difficulties: the most obvious is the language. Mr. Kojima has
lived in Wales for two years, and still has problems. The language is very difficult, but the staff
is very experienced at explaining to the Japanese, he says. I can understand the explanations,
but I cant understand they talk with each other.
Besides the language, there are also cultural differences which can make life difficult.
Banker Kaoru Itoh says the British like arguments, the Japanese dont. They dislike raising the
opposite opinion. In Japan everyone respects the opinion of the majority.
Sue Robbins, First Insights into Business, Longman
I. Look through the text once again and fill in the charts below.
Cultural differences
The Japanese
The British
II. Answer the questions.

1.
2.
3.
4.
5.
How many Japanese do live in Britain?

What is Masami Satos job title?
Does Masami Sato like living and working in London? Why/Why not?
Why is she working in London?
What are her job opportunities in London?
50
6. When is she going home?

7. Does she want to go home? Why/Why not?
III. Discuss with your partner.
1. In what way is life in Britain difficult for Japanese?
2. Describe one cultural difference between Japanese and British people.
3 Would you like to live or work in a foreign country? Why/ Why not?
Listening
I. Listen to Colin Knapp talking about traveling to the Far East and try to guess the
meaning of the following words and word-combinations:
jet lag
culture gap
tip
II. Listen again and answer the questions:
1. How often does Colin travel on business?
2. Which country does he visit regularly?
3. How long is the flight?
4. What two things does he do during the flight?
5. Does he suffer from jet lag?
6. Is jet lag different traveling west-east and east-west?
7. Why does he travel to the Far East instead of doing business by telephone or fax?
8. What example of a culture gap does he give?
9. What three tips does he give for visiting this country for the first time?
Lexical exercises
Active Vocabulary
I. How was your trip?
Read these extracts from interviews with people about their business trips. Then look at
the words in bold in each extract and find six pairs of opposite phrases.
1. The trip was a complete disaster.
Everything went wrong-my plane was
delayed on the way out and then my meeting
was cancelled because the supplier was ill.
3. Ive arranged my trip to Milan for the
first week in April. Im really excitedits my
first trip for the company and my first time to
Italy.
5. I had to cut short my tripthere was a
crisis back at the office. The clients were very
understanding and have agreed to meet me
next month instead.
7. I make frequent trips to our supplier in
Poland. We do a lot of business with them and
it means that I earn lots of air miles to use on
flights for my family.
9. The trip back took much longer than I
expected-the flight was delayed because of
2. I dont go abroad often, just an occasional

trip to Head Office in Frankfurt.
4. The trip out took three hours, and I didnt
have to take a taxi from the airport because my
supplier was waiting for me to drive to his
office.
6. The trip was a great success. I made a lot
of useful contacts. My boss was very pleased
when he read my report.
8. It was a one-way tripfrom Paris I went to
visit another supplier in Brussels instead of
coming straight back to the office.
51
10. Ive cancelled my trip to MadridIm too

busy dealing things here at the office. We are
bad weather. My husband came to meet me at

the airport but he had to wait for two hours
before my plane landed.
11. I decided to extent my tripI needed
more time to visit my customers.
going to reschedule for next spring when

things are calmer.
12. It was just a quick round tripthere and
back in a day. But it was very tiring. I left early
in the morning and got back late at night.
II. Read the dialogue in pairs.

A Business Traveler
Interviewer: Good morning Sir. Id like to ask you a few questions if I may.
Jack: Well, I am waiting to catch my flight so I guess I can answer a few questions.
Interviewer: Thank you Sir. First of all, how often do you travel?
Jack: I travel about twice a month.
Interviewer: Where are you flying to on your business trip?
Jack: I am flying to Austin, Texas.
Interviewer: Where did you fly on your last trip?
Jack: I flew to Portland, Oregon. Ive already been there three times!
Interviewer: Really! Do you enjoy travelling on business?
Jack: Yes, although I prefer staying in the office.
Interviewer: What do you like more about travelling?
Jack: I like visiting new cities and trying out new food.
Interviewer: Is there any place you would like to visit that you havent visited yet?
Jack: Yes, Id like to go to Hawaii! I love going to the beach!
Interviewer: Thank you very much for your time today.
Jack: You are welcome. My pleasure.
I. Define if the sentences are true (T), false (F) or doesnt say.
1. Jack is waiting to catch a flight.
a) true
b) false
c) doesnt say
2. Jack travels twice a month.
a) true
b) false
c) doesnt say
3. Jack especially likes going to Portland.
a) true
b) false
c) doesnt say
4. Jack is flying to Oregon.
a) true
b) false
c) doesnt say
5. Jack flew to Portland for his last trip.
a) true
52
b) false
c) doesnt say
Speaking
I. What are the advantages and disadvantages of living and working in Russia? Make up a
table to summarize the facts
advantages
disadvantages
II. Prepare a speech for foreigners who are going to work for your company and have just
arrived. Speak about advantages and disadvantages of living and working in your country.
III. You are going to talk about your business trip. Think of a recent trip you have made
and write notes to answer each question below.
When you have prepared your notes, work with a partner and interview each other.
Where was the journey from and where was it to?

What form of transport did you use?
Who did you go with?
How much time did you spend preparing for it?
What did you take with you?
What was the weather like?
How long did it take you?
How many times did you stop en route? What for?
Did anything unusual or unexpected happen?
Would you go on the same journey again? Why/why not?
Lesson 3. Buying a ticket

Warm up
I. Discuss with your partner.
1. Do you like flying or are you afraid of it? Say why.
2. If you might choose which means of transport would you go by?
3. What was your most or least enjoyable journey?
4. What is the most important for you?
safety
comfort
exact departures and arrivals
good food and drinks
price of the tickets/discounts
attentive staff
Active vocabulary
53
Modern business often involves international travel. When booking a flight, what questions do
you need to ask? Imagine you are booking a flight and a hotel over the phone. What words and
expressions do you use?
I. Translate the words and phrases and try to pronounce them correctly.
Id like to enquire about flights
Could you tell me about the flight
availability?
Do you want to go economy, business or first
class?
How many of you will be travelling?
Does that include airport tax?
Could you check if the hotel has any rooms
free?
Can I book that, then?
Id like to book a hotel room
Is there a discount rate?

Do you mind if I book it provisionally?
Ill call you back later to confirm
a deposit
a return ticket
an open-date ticket
to depart
to arrive
II. Read the dialogue in pairs.

Dolores: Hello! Dolores speaking_______
Tim: Ah yes, hello. Id like to enquire about flights to Hong Kong from
Kennedy Airport in New York, please. Im off to a conference at the end of
the month Thursday 22nd until Tuesday 27th. Could you tell me about the
flight availability and prices?
Dolores: Certainly. Do you want to go economy, business or first class?
Tim: Well, Id like to go first class, but unfortunately Ill have to go economy
company rules, you see.
Dolores: Yes, sure, I understand. How many of you will be travelling?
Tim: Ah, its just me.
Dolores: Okay, so thats one seat -economy -New York - Kennedy to Hong
Kong Airport.
Tim: And how much will that be?
Dolores: Let me see to qualify for the discount rate, you need to stay over a
Saturday, which you are doing Yes, thatll be $830.
Tim: Right, and does that include airport tax?
Dolores: No, tax is another $70 on top of that.
Tim: Okay. Can I book that, then?
Dolores: Certainly. Can I help you with anything else?
Tim: Yes, Id like to book a hotel room too, for the full five nights. Could you
check if the Regency Hotel has any rooms free?
Dolores: Yes, they do.
Tim: And is there a discount rate for conference delegates?
Dolores: Yes, there is. I think its 10% but I can check that for you.
Tim: Okay, do you mind if I book it provisionally for now and Ill call you back
later to confirm? I just need to check one or two details.
Dolores: Thats fine, sir. Can I help you with anything else?
Tim: No, thats all for now. As I said, Ill call you back.
54
III. Complete the dialogue

Reservations clerk: Northwind Airways, good morning. May I help you?
You: _______________________________________________________
Reservations clerk: One moment, please. Yes. Theres a flight at 16:45 and one at 18:00.
You: ______________________________________________________
Reservations clerk: Economy, business class or first class ticket?
You: ______________________________________________________
Reservations clerk: That would be 346.
You: ______________________________________________________
Reservations clerk: Certainly. Which flight would you like?
You: ___________________________________________________
Reservations clerk: Could I have your name, please?
You: ___________________________________________________
Reservations clerk: How would you like to pay, Ms. Jones?
You: ____________________________________________________
Reservations clerk: Yes, but you will have to confirm this reservation at least two hours
before departure time.
You: ____________________________________________________
Reservations clerk: Now you have been booked, Ms. Jones. The flight leaves at 16:45, and
your arrival in Sydney will be at 9:25 a.m., local time. The flight number is NWA 476.
You: ____________________________________________________
Listening
I. Imagine you are going on a business trip. What should you do beforehand?
1. Mike and Sarah work for a printing company near Manchester, England. Listen to them
discuss Mikes travel arrangements, and complete the table below.
date of meeting?
place
length of meeting?
2. Now Sarah phones Four Seasons Travel to book Mikes trip.
Look at the sentences below from her conversations. Find and correct one mistake in each
sentence.
1. I need return tickets and accommodations for my colleague Michael Wise.
2. Can you get me a fly to Boston on the 26th?
3. Do you know what hotel he wants to love in?
4. Manchester to Boston, departing 09.15 arriving in Boston 15.15 local hour.
5. Thats with a changeover at New York.
6. Ill put him on the wait list and see.
3. Now listen to the conversation between Sarah and Lucy again and mark each sentence
below true (T) or false (F).
1. The company Mike and Sarah work for is called DEL Graphics.
2. Sarah wants Mikes hotel to be in the centre of town but inexpensive.
3. She books the flights.
4. Theres a problem with the return to Britain on the 28th.
55
4. Lucy phones Sarah back with Mikes travel details. Listen to their conversation and
complete these extracts.
1. He..on BLE flight 466 to Boston via New York on the 26th.
2. In Boston..at the Liberty Inn on the 26th and 27th.
3. I.all the prices to you this afternoon.
4. You...on Monday 26th on BLE flight 466, departing from Manchester at 09:15.
5. You.at the Liberty inn for the two nights.
Speaking
I. What you would say in these situations?
Example: You are at the flight check-in desk. The check-in assistant insists that your hand
luggage needs to go in the hold?
Is that necessary? Its very light/small............
a. Tell the airline check-in clerk your seating preferences
b.Phone a hotel and book a double room
c.You arrive at your hotel. What do you say to your receptionist?
d.Phone a colleague to say that your flight has been delayed
II. Make a phone call to a travel agent to arrange flights and accommodation for a
business trip to two different cities, with one night in each city. A tour operator should find
out:
1) the passengers name
2) the flight number
3) the destination
4) the date booked
5) the date he/she wants to
III. Make up dialogues based on these situations.
1. You are on a plane going to England. Its your first trip abroad. A passenger next to you
happens to be an experienced traveler. He is kind and ready to help you in any way and give you
any information you need. Have a talk with him.
2. You cant find your black leather suit-case on arrival. You are worried as your case
contains not only your personal effects but also some important booklets. Ask the airline clerk to
help you with your problem.
3. Youve come to the place of your business mission. You are going to stay there for a short
period of time. Mr. Brown whom you know personally meets you. Exchange several remarks on
your flight and the programme of your stay.
Writing
Write a letter to your travel agent, telling them your schedule for a business trip.
Ask them to book you flights and hotels.
Lesson 4. Staying at the hotel

Warm up
I. Answer the following questions.
Have you ever stayed at a hotel? What services were available?

What are guests requested to do when they stay at hotels?
Is it necessary to confirm reservation?
What is a motel?
56
What is a guest house?

Active vocabulary
Never before in the history of the world have businessmen traveled so much as they do
today. It is not surprising because we are living in the world of growing international trade and
expanding economic and technical cooperation.
Fascinating though it is for tourists, traveling has, however, become the most tiring of all the
occupations for many businessmen and experts. Choosing a comfortable hotel to stay at is
therefore a matter of importance.
There are plenty of good hotels, motels and guest-houses in the world conveniently located
for major business centers.
make a reservation for a room
single room
booking confirmation
twin room
in advance
double room
discount
standard room
inclusive
superior room
hotel facilities
junior suite room
the rate includes sauna, gym, parking, safe suite room
deposit box.
check-in time
B&B - bed and breakfast - :
check-out time
HB - half board ( ,
)
pay for services
FB - full board
payment in local currency
All Inclusive "
"
pay cash
At the moment there are no rooms available.
II. Look at the following pictures of hotel facilities.
II. Which would you expect to find in your hotel if your company sent you on a business
trip?
III. Which of these hotel facilities are the most important to you?
Lexical exercises
Active vocabulary
I. Read the following dialogues in pairs, paying attention to the words in bold.
a. Reserving the room at the hotel
Receptionist: Hello. Northern Star Hotel. Can I help you?
57
Mr. Brown: Yes. I'd like to reserve a single room with bathroom, for three nights, from
Wednesday, the 12th of February, to Friday, the 14th of February, inclusive.
Receptionist: Let me see ... Yes, sir. A single room for three nights with English breakfast, is that
right?
Mr. Brown: Yes, that's right.
Receptionist: What is your name, please?
Mr. Brown: It isn't for me, it's for Mr. Clyde.
Receptionist: Could you spell it, please?
Mr. Brown: Yes, of course. C-L-Y-D-E.
Receptionist: Thank you, sir.
Mr. Brown: Shall I send a deposit?
Receptionist: No. It isn't necessary, sir.
Mr. Brown: Thank you very much.
b. Checking in
John: Good evening, I have reserved a double room for three nights at your hotel.
Receptionist: What is your name, please?
John: Mr. Clyde.
Receptionist: Yes. We have reserved a room for you. It is room 235. Its quiet and
comfortable. Will you register, please? Here are the forms.
John: How much do I pay?
Receptionist: Ninety dollars a day plus tax. How will you pay?
John: Can I pay with a credit card?
Receptionist: Sure. The porter will take your suitcases and show you up the room.
John: Thank you.
c. Checking out
Mr. Clyde: I am checking out tomorrow. Could you please make out the bill?
Receptionist: Just a moment, please. Here is your bill for the apartment, telephone and room
service.
Mr. Clyde: How can I pay?
Receptionist: You can pay here with your credit card
Mr. Clyde: Could you send my suitcases down tomorrow?
Receptionist: Of course, sir.
II. You are checking into a hotel. Help the receptionist to fill in your hotel card and
registration form.
Registration form:
Name of hotel or address of house________________________
TO BE FILLED IN IMMEDIATELY ON ARRIVAL:
1. Surname___________________________________________
2. Christian names_____________________________________
3. Nationality_________________________________________
4. Date of arrival________________5. Sex_________________
6. Particulars of Registration Certificate or Passport__________
7. Arrived here from___________________________________
(give last address in full)
Signature of person to whom the above particulars relate______
TO BE FILLED IN ON DEPARTURE
8. Date of departure____________________________________
9. Destination (Give new address in full) ___________________
Signature of person to whom the above particulars relate______
III. Imagine you wish to stay at a London hotel. What would you reply to the hotel clerk?
58
Receptionist: Good afternoon, San Felice Hotel. May I help you?

You: ________________________________________________
Receptionist: Certainly. When for, madam?
You: ________________________________________________
Receptionist: How long will you be staying?
You: ________________________________________________
Receptionist: What kind of room would you like, madam?
You: ________________________________________________
Receptionist: Certainly, madam. Ill just check what we have available. Yes, we have a room
on the 4th floor with a really splendid view.
You: ________________________________________________
Receptionist: Would you like breakfast?
You: ________________________________________________
Receptionist: Its eighty four euro per night excluding VAT.
You: ________________________________________________
Receptionist: Whos the booking for, please, madam?
You: ________________________________________________
Receptionist: Okay, let me make sure I got that: Mr. and Mrs. Ryefield. Double with bath for
March the 23rd, 24th and 25th. Is that correct?
You: ________________________________________________
Receptionist: Let me give you your confirmation number. Its: 7576385. Ill repeat that:
7576385. Thank you for choosing San Felice Hotel and have a nice day. Goodbye.
You: ________________________________________________
IV. Imagine you are checking out of the hotel.
Receptionist: Good morning. May I help you?
You: ________________________________________________
Receptionist: One moment, please, sir. Heres your bill. Would you like to check and see if
the amount is correct?
You: ________________________________________________
Receptionist: Thats for the phone calls you made from your room.
You: ________________________________________________
Receptionist: Certainly. May I have your passport, please?
You: ________________________________________________
Receptionist: Could you sign each cheque here for me?
You: ________________________________________________
Receptionist: Here are your receipt and your change, sir. Thank you.
You: ________________________________________________
Listening
I. Listen to the conversation of a guest in a hotel. Find five mistakes in the following
sentences.
II. Listen to the conversations once again and check you found the ten mistakes.
Conversation 1
Guest: Good night. I have a reservation.
Receptionist: Good evening. What name is it, please?
Guest: Carbalho, Paolo Carbalho.
Receptionist: How long are you staying, Mr. Carbalho?
Guest: Im staying during two nights.
Receptionist: OK. You are in the room 312 on the third floor. Heres your key card.
59
Guest: How this works?

Receptionist: Well, once youve opened the door, you have to insert it into the slot in the
wall to turn on the electricity in your room.
Guest: Right. And does it also activate the air-conditioning?
Receptionist: Yes. The air-conditioning comes on as soon as you put the card in the slot.
Guest: Fine. You think could you give me a wake-up call tomorrow morning?
Receptionist: Yes, certainly. What time?
Guest: At 7 oclock, please.
Receptionist: Of course.
Guest: And what time is breakfast?
Receptionist: Breakfast is served from 7 to 10, and lunch from 12 until 2.
Guest: Right.
Receptionist: Do you need any help with your luggage?
Guest: No, its all right thanks. I can manage. Could you tell me where is the lift?
Receptionist: Yes, its just at the end of the passageway. Enjoy your stay at the Imperial
Hotel, Mr. Carbalho.
Conversation 2
Guest: Good morning. I like check out, please.
Receptionist: Good morning, Mr. Carbalho. Did you enjoy your stay?
Guest: Yes, the room was very comfortable. Im afraid I have problem with the remote
control for the television, though. It fell in the bath last night while I was getting out, and it
doesnt appear to be working now. Im terribly sorry.
Receptionist: Dont worry, Mr. Carbalho. Well sort it out. Thank you for telling us. Did you
have anything from the minibar?
Guest: Yes. I had one bottle of mineral water and any beer.
Receptionist: How many bottles?
Guest: Just one. And I also made two telephone calls to Lisbon.
Receptionist: Right. Ill just add that to your bill. Thats 354.25, please.
Guest: I pay by American Express?
Receptionist: Yes, of course.
Guest: Heres my card.
Receptionist: Thank you. Could you sign here, please?
Guest: Of course. Would it be OK my bags here? My plane doesnt leave until later this
afternoon, and I want to do a bit of shopping before I leave Ljubljana.
Receptionist: Yes, certainly. Just bring them into the office, and you can leave them as long
as you like.
Guest: Thank you. Ill be back at about 3 oclock to pick them up.
Business One: One, Oxford University Press
II. Complete the useful expressions for checking into and out of a hotel.
1. Good.a reservation.
2. Im staying for..
3. How.this.?
4. Do..call tomorrow morning?
5. Could you tell me where?
6. Good morningplease.
7. Im afraid..with the remote control
8. I had a bottle of mineral water and
9. Can..American Express?
10. Would it be OK.here?
60
Speaking
1. Role-play checking into a hotel. You have a reservation for a double room for three nights
at the Hotel Suisse in Lucerne. You need to know if there is a safe in your room and how it
works. You would like to have dinner in the hotel and you need an alarm call every morning at 6
oclock. Your partner will be the receptionist.
2. Role-play checking out of the same hotel. Youve had a couple of things from the
minibar, and, unfortunately, you dropped a bottle of champagne. You have also made several
calls home. You would like to pay by credit card, and you need a taxi to go to the railway
station. Your partner will be the receptionist.
Writing
Write a short review of your stay at the Imperial Hotel to post on their website.
Include your opinion about your room, the food, the service, and the location of the hotel.
Invent any details you need.
Lesson 5. Getting around the town

Warm up
Some people say that men never want to ask for directions when they are lost. What is
your opinion? What do you do?
Are you good at giving directions? What are good directions?
Active Vocabulary
how do I get to ?
what's the best way to ?
where is ..?
go straight on (until you come to .).
turn back/go back
turn left/right (into -street).
go along
cross .
take the first/second road on the left/right
it's on the left/right
straight on
opposite
near
next to
between
at the end (of)
on/at the corner
behind
in front of
(just) around the corner
traffic lights
crossroads, junction
Reading
I. Skim the text for general understanding. Pay attention to the words in bold.
Travel scams
So, you arrive at your holiday destination, looking
forward to a stress-free fortnight away from it all, but no
sooner do you get off the plane than youre tricked out of $
200 of your spending money. Thats what happened to me,
anyway, and Ill tell you how. I took a taxi to my hotel, as
everything was looking a little strange. When we stopped, I
gave the driver a $100 bill, but he waved it in my face
saying Id confused it with a $1note. So I gave him another
61
bill, and while I was thanking him for pointing out my mistake, he drove off. It wasnt until I got
to my hotel room that I realized hed somehow pocketed my first $ 100 bill and got me to give
him another one. As simple as that. But the taxi dodge is only one of the many travel scams
used to relieve tourists of their money and belongings. Here are five more common scams to
watch out for when youre far away from home:
1_____
You are walking down the street, enjoying a bit of the local culture and admiring the
architecture, when splat! A large piece of what likes bird poo lands on your shoulders, dirtying
your best holiday clothes.
Suddenly a person appears with a cloth and offers to wipe off the mess, complaining about
the pigeons that live in their city. Beware. While cleaning you up, they will also be robbing you
of all the valuables in your pockets.
2_____
You are at the airport and you put your laptop on the luggage scanner conveyor belt before
waiting behind two people to go trough the metal detector. The first passes with no problems,
but the detector goes off when the second person goes through. They then proceed to remove all
their jewellery and empty their pockets of everything from coins to chewing gum. By the time
you get through the machine the first person has disappeared, and so has your laptop.
3._____
You are delighted to find that changing your money on the black market from the
suspicious-looking guy on the corner will give you a much better rate than at the bureau of
change or the hotel front desk, and theres no commission either. You hand over your cash to get
a huge number of notes, which you rush to put away before someone can take them. Counting
your money in the hotel room, you realize youve been handed a pile of worthless notes.
4_____
There you are feeling very pleased with yourself for managing to find an empty
compartment. While waiting for your train to leave the station, someone on the platform taps
at the window calling to you. You go to find them, only to see them run off. When you return to
your seat, you find an even emptier compartmentyour bags have been stolen.
5_____
A friendly stranger starts talking to you and while you are chatting away, a policeman
approaches. He says he is looking for some false banknotes and asks to see your passport and
money. The other traveler hand his over and gets them back. When you hand over your cash, the
policeman and the traveler disappear with it.
Scama trick which is designed to take money from people in a dishonest way.
I. Read the text once again and find in the text English equivalents for the following
Russian phrases:
, -, , , /,
, /, , , ,
, , , ,
.
II. Read the extracts and match a title to each one.
A. The airport scanner set-up
B. The fake policeman routine
C The disgusting substance scam
D. The crooked currency exchange
E. The train compartment trick
62
III. Answer the question with the correct paragraph number. Which scam:
1. Happens when you are trying to save money? ________________
2. Involves a person in authority? ____________________________
3. Happens before you board your plane?______________________
4. Occurs because you leave your bags unattended? ______________
5. Involves someone pretending to help you? ____________________
IV. Find the words in the text that match the following definitions a-j.
a) money and expensive possessions
____________________________________________
b) a machine which moves things along automatically
____________________________________________
c) suddenly starts making a loud sound
____________________________________________
d) very happy
____________________________________________
e) an unofficial system for doing business
____________________________________________
f) with no value
____________________________________________
g) to escape on foot
____________________________________________
h) knocks gently with the ends of fingers
____________________________________________
i) comes towards you
____________________________________________
j) gives something to someone
____________________________________________
Listening
I. Two Chinese Americans, Jun and Wei, are visiting Sydney, Australia. They are at
Central Station. Listen to their conversation and mark the places and streets mentioned on
the map.
II. Now listen to two conversations where Jun and Wei are checking their route. Write the
expressions they use.
Conversation 1.
1. Excuse me, is thisThe Harbourside?
2. Sorry,right or left at Circular Quay?
3. And then what?
Conversation 2.
1. Excuse me, is this Chinatown?
2. Am Iwe go straight down this road first?
3. Wei:.second right into Kent Street, then third right.
Pippa: You
63
Lexical exercises
Active vocabulary
I. Whats the best way to the post office? (Use the map for orientation.)
1. Excuse me, where is the post office, please?

2__________________________at the next corner.
3. Then _______until you come to the traffic lights.
4____________________________________there.
5. The post office is ________________the cinema.
II. Fill in the words below correctly. (Use the map for orientation.)
continue, end, excuse, get, left (2 x), next, opposite, right, second, straight on, thank, turn,
welcome
1_____me, how do I ______to the cinema?
2. Go______________________________
3. Turn __________________at the corner.
4. Then take the _____road on your______
5________to the ___________of the road.
6__________________________left there.
7. The cinema is on your___, ___the castle.
8_____________________you very much.
9. Youre___________________________
III. Look at the map and do the following exercises.
64
1. Define if the sentences are true (T) or false (F). Correct the false ones
1. The jewelry store is behind the Italian restaurant
2. The bar is on Second Avenue
3. The police station is on the left from Fire Department
4. The toy store is across from the Chinese restaurant
5. The movie theater is opposite the Book store
6. The sporting goods store is behind the Furniture store
7. The bar is next to the Chinese restaurant
2. Look at the map. Choose the correct name of the building.
1. Take the first street on the left. Take the next street on the right.
Go straight on and cross the road. It's on the left.
2. Take the first street on the left. Go down the street. Turn on the right. Take the next street
on the right. Go straight on and cross the road. Go straight on. It's in front of you on the
other side of the road.
3. Take the first street on the left. Take the next street on the right. Take the next street on the
right. Pass the Fire Department. It's on your left.
3. Fill in the missing preposition.
1. The Women's wear is the Jewelry Store.
2. The Movie Theater isthe Book Store.
3. The Women's wear is.the Jewelry Store and the Bar.
4. The Toy store is.of Main Street and Forest Street.
5. The Jewelry Store isthe Italian Restaurant
Writing
I. You are visiting a business colleague in Palermo, Sicily. They have given directions of
how to get to their house from the airport, but you did not understand everything in the
conversation. Send your colleague an email checking the following information:
Get bus from airport to the railway station/ the port?
Walk down Via Maqueda/ Via Roma?
Turn left/ right down Corso Vittorio Emmanuelle?
65
The house is near the church called Saint Agastino/ San Catalo/ San Nicolo?
II. Write a short description of how you or someone you know had a difficulty with the
directions someone had given them.
Lesson 6. Getting a taxi

Warm up
I. Answer the questions.
What is your experience of taking taxis in different countries?
Which piece of advice 13 belongs to which place
a. New York City
b.Morocco
c.Japan
1. You are expected to share a taxi with up to five others. If you are a single female, you will
probably sit in the front.
2. The door of the taxi will open and close automatically. Pay the amount shown on the meter.
No tip is necessary.
3. The lights on the top of the taxi tell you if the car is free. When only the middle is lit, the car
is free. When all the lights are lit, the driver is off-duty. When no lights are on, the car is busy.
Active vocabulary
public transport
vehicle
taxi
cab
to hire a taxi
to hail a taxi
to order a taxi
taximeter
yellow cabs
route
sidewalk
driver
officer
passenger
pedestrian
policeman
district
driving license
carriage
speed limit
accident
Reading
I. Skim the text to grasp the general idea. Think of the most suitable heading.
When traveling in a foreign country, it is important to know the dos and don'ts of finding a
taxi. Doing things safely and securely is the best way to ensure getting to where you are going at
the right time, paying the correct price, and not getting into any dangerous or unpleasant
situations. So check out these handy tips for the next time you're in a foreign country, looking
for a taxi or cab.
To find a cab quickly and easily, it pays to know where to look. Searching side streets or
local neighborhoods may be a pleasant way to spend an afternoon, but it is much harder to find
66
available cabs in rural areas. Instead, try and get to a main road, a large street or avenue with
lots of traffic. Often high-traffic areas will have taxi locations marked out with a small sign or
place to wait, where cabs will stop for waiting passengers. Do not expect that simply waiting
will get a cab to stop, you should still step up and hail passing cabs, to let them know you are
looking for a ride.
Knowing where to look also includes knowing where not to look. In addition to the many
registered and official cabs in a city, there are often many illegal or unregistered cabs. These
unregistered cabs have no regulation or authority, and thus do not always follow the rules. They
may overcharge or try to take advantage of unsuspecting tourists, and they should be avoided
unless absolutely necessary. When arriving in a foreign city or country, you may be greeted at
the airport or train station by men asking you if you need a taxi. Although they may seem
friendly, it is usually not a good idea to take a cab ride from someone who approaches you, as
they will most likely be unregistered. Instead, walk out front of the station or airport where there
should be a line of taxi cabs or a stop where they pass by. This way you will ensure that you get
a registered and official cab, and the official rate of passage.
In telephone kiosks in the airport, information desks at train stations, or even simply by
looking in the phone book, try and get the phone number of a taxi agency when you are in at
foreign city. If you have a phone card, or enough loose change, you will always be able to call a
cab from any public phone. Be careful though, many countries no longer have public phones
that accept loose change, so you may need to invest in a calling card or use someone's
telephone. Taxi cab phone operators generally speak English, and will be able to help you get a
cab whenever you need it.
In many countries, taxi cabs do not run on a meter. Instead, the price of a voyage is either
common knowledge (for locals at least) or is agreed upon ahead of time. Do not get stuck in a
situation where you can get taken advantage of, ask the price of your trip before getting in a cab
and make sure you hold the driver to the agreed fee. Although the price you pay may be higher
than a local would, at least you will avoid the most
Sometimes you leave a club or bar and ask yourself, Where are all the cabs when you need
them? If you've gone out at night and need a cab ride to get home, it is often difficult to find a
taxi, especially late at night. In some cities, it may not be the best idea to wander the streets
looking for one either. If possible, try calling for a cab from a hotel or pay phone, then wait for
the cab to arrive. If you need to go looking for a taxi, do it in a busy area or larger street. It will
not only be easier, but will be safer as well.
Find a busy street near your location, even if it means a short walk. You may spend much
more time on a quiet side street, waiting for a cab to come by, than you would if you simply
walked in the direction of a main avenue or artery and caught a passing taxi. If you do not know
where you are in the city, try asking someone in the bar or club, instead of wandering off and
getting lost.
Most restaurants and bars will gladly call you a cab if you need one. This is often the best
option as it ensures you have a ride ready and waiting for you outside, and you can be fairly
certain that it will be an official cab. Simply ask the bartender, waiter, or hotel front desk to call
a cab and alert you when it arrives. This is usually the easiest and safest option.
I. Read the text once again and find in the text the English equivalents to the following
Russian words and word combinations:
, , , , ,
, , , , ,
, , .
67
II. Explain the following words in English. Use EnglishEnglish dictionary if necessary:
Safely, cab, traffic, to hail, illegal, to avoid, loose change, meter, direction, option.
II. Complete the table. Dos and Donts finding a taxi
Dos
1.
2.
3.
4.
5.
Donts
1.
2.
3.
4.
5.
Listening
I. Listen to two conversations relating to a taxi journey and answer the questions below.
1. What is the address of the person ordering the taxi?
2. Where does the person want to go to?
3. Does the taxi driver know how to get to the destination?
II. Complete the spaces with the words used by a client.
1. Helloplease.
2. Itll be about twenty minutes.., Im afraid.
3. Driver: Mr. Hansen?
Mr. Hansen: Yes, thats rightthe Oasis Restaurant.
4. Right. You canif you like.
5. Could I.please?
6. Oh and keep
Lexical exercises
I. Choose the most appropriate variant.
1.Hey, don't drive so fast, or you'll get in an _________.
a) accident
b) incident
2.The driver in front of me keeps changing __________.
a) lines
b) lanes
3.There is always a lot of ______________ on this road.
a) traffic
b) travel
4.The police officer gave me a _______ for not signaling.
a) fare
b) ticket
5.I'm running low on gas, we have to ________ (get a full tank of gas).
a) fill up
b) fill in
6.Most people know that wearing a _____ is a good idea.
a) car belt
b) seat belt
7.This road is under construction so we have to make a ___________.
a) go around
b) detour
8.Slow down! You're going 40 miles above the _________________!
68
a) speed limit
b) speed zone
9.When you're driving in big cities, you should always look out for ________.
a) pedestrians
b) cows
Speaking
1. Choose a place in your town you are familiar with. Phone for a taxi (your partner) to get
you there for a meeting in a half an hour.
2. The taxi arrives. Tell the driver where you want to go. Remember to get a receipt.
3. Now choose a second destination. The taxi has no meter, so you will need to check the
price before getting in.
Writing
I. a. You took two taxis yesterday with City Cabs. You left your umbrella in one of the
taxis, but cannot remember which. You have phoned the taxi company, who has asked you
to send them an email describing the trips you made to help them find the umbrella.
b. A client is arriving from abroad and will need to get to your offices. Write an email to
explain the best route for them to take in terms of price, time, and comfort, as well as the
best form of transport.
II. Choose one of the problems and write an essay on it:
1. What country would you like to go to on a business trip? Why?
2. What would you advise to a foreigner who is going to work in this country?
3. Why do people still travel on business though there are lots of technical means of
communication?
Unit V. EATING OUT

Learn how to ask for and give help with a menu, methods of cooking, describing taste
of food, rules of dining etiquette.
Lesson 1. Meals
Warm up
Are you fond of going to the restaurants? What is your favourite restaurant or caf?
Are there any foreign restaurants in your area?
Which restaurants do you choose to go to in your country when you are with visitors?
When you are abroad, how do you decide where to eat?
Do you often invite guests to dinner?
Do you enjoy eating Indian (Russian, French, German) food?
Can you cook well?
What are your favourite dishes?
What sort of take-away food do you usually eat?
Active Vocabulary
69
waiter
waitress
Bottle
chef
menu
bill
tip
glass
credit card
places to eat out
parts of a menu
starters/appetizers/entrees/hors d'oeuvres
soups
main courses (meat/fish/vegetarian)
desserts
beverages (coffee etc.)
wine list
drinks list
cafe
snack bar
fast food restaurant
pub
bistro
restaurant
hotel restaurant
Reading
Meals. Eating out

In most countries East or West eating out has now become very popular. A lot of eating
places ranging from high-class restaurants to factory canteens cater for all tastes at various
prices.
Thus small, often self-service restaurants, cafes or snack-bars serve quite cheap food while
traditional restaurants are famous for high quality and expensive cooking.
Normally a meal in a restaurant takes time. Usually you tell the waiter what you want for
the first two courses; he will take your order for dessert and coffee later. When paying the bill it
is customary to tip waiters, however in most restaurants a service charge is nowadays added to
avoid individual tipping. But if the waiter has been very helpful some people like to give a small
tip.
If you want to have a quick lunch you may decide on a snack-bar, a caf or even your office
vending machine where you can get sandwiches and other snacks.
Every country has its own popular places which traditionally specialize in certain dishes.
For example, kebab grills, fried chicken are quite common in Syria and Lebanon, Iraq and Libya
and elsewhere in the Arab world. There are also hamburger restaurants in most places in the East
nowadays which specialize in cheap meals, especially hamburgers. Very popular indeed are
take-away places serving fried (grilled) chicken. In Baghdad, for instance, you go to take-away
restaurant or a small shop, give your order which is cooked while you wait and packed in plastic
bags for you to take away. You are sure to enjoy the chicken, hot and juicy, seasoned and
garnished with pickled onions, cucumbers, garlic and whatnot.
At a hotel restaurant you are offered European cuisine along with specially prepared dishes,
various hors doeuvres, wines and soft drinks.
First-class five star hotels treat their guests to Swedish Board which gives you a quick and
delicious meal. Other services such as Coffee Shops are also commonly available.
70
I. Read the text once again and find in the text the English equivalents to the following
Russian words and word combinations. Explain the following words in English. Use
English-English dictionary if necessary. Make up your own sentences with these words.
, , , /,
, , , , ,
, , , /.
II. Work with you partner and complete the table.
breakfast
lunch
dinner
where do you have these meals?

at home? in a restaurant?
in a cafeteria?
at work? at your desk?
somewhere else?
who do you eat with?
friends? colleagues?
family? alone?
what do you usually eat at these meals?
which is your main meal of the day?
III. Discuss the following questions in class.

1.
2.
3.
4.
5.
What are the most popular places for eating out nowadays?
Do people give a small tip to the waiters?
Where can people have a quick lunch?
Does any country specialize in certain dishes? Give an example.
What is Swedish Board? In which countries is it popular?
Lexical exercises
Active vocabulary
I. What do we call places where people go to eat? Match the words in the left column with
the definitions in the right column.
1. Snack bar
2.Caf/cafeteria
3. Pizzeria
4. Refectory
5. Buffet
6. Night club
7. Canteen
a) originally a British public house licensed to serve beer and

other alcoholic beverages. Customers get their drinks from the
counter and either stand there or sit at the tables. Some light
snacks like pies and sandwiches are served.
b) a counter where food and drink may be bought and eaten (e.g.
in a railway station on a train.
c) small restaurant mainly concentrating on cakes, sandwiches,
coffee and tea. Choice of food is often very limited.
d) a place where guests normally come fairly late and stay until
the small hours always with dancing and often also with floor
shows. Food is some times available.
e) a place where students or workers have their lunch, usually
connected with a school, office or factory.
f) a nice place where meals are served to customers.
g) a modest restaurant where customers collect their food on trays
71
at counters and carry it to tables.

h) a restaurant specializing in pizzas, and other Italian-type food.
i) a university cafe
8. Pub
9. Restaurant
II. What types of restaurant would you recommend to the following people?
1. A young couple who want food and some entertainment late at night.
2. A man who wants a meal in a place where he can meet some local people.
3. Someone wanting a quick, cheap meal.
4. Someone at a railway station.
5. Someone who wants non-English food.
6. A student staying at the university all day.
7. A factory worker at lunch-time.
8. A family who wants to celebrate some special occasion.
III. What is the opposite? Use these adjectives:
mild
cold
well-done
alcoholic
sparkling
light
dry
stale
1) a heavy meal...
2) fresh bread..
3) spicy food...
4) still water
5) sweet wine..
6) hot soup..
7) a soft drink..
8) rare steak.....
IV. Use these verbs to complete the gaps in these sentences:
book order bring recommend follow eat
have prefer start ask
suit
take
1. Do we have toa table or can we just turn up?

2. Ive ordered a table for 6 oclock. Does that...you?
3. Would you like something to drink or shall we.straightaway?
4. Can I.the strawberry cake? Its one of the chefs specialities.
5. I think Ill have the cabbage salad to..and the salmon to.
6. Which do you.. red or white?
7. Im a vegetarian. I dontmeat or fish.
8. No dessert for me, thanks. Ill justcoffee.
9. Would you like anything else or shall I.for the bill?
10.Could you..up the bill, please? Do you.Visa?
V. Use these verbs to complete the following:
love
take
get
eat
try
have find
1. Ill.a mineral water, please.

2. I.curry to spicy.
3. Do yousomething to eat?
4. Lets..the Taj Mahal for a change.
fancy
5. I.there fairly often.
6. I..Mediterranean food.
7. Can I.you something to drink?
8. How long will it?
Speaking
I. Work in small groups. Choose one of the following situations and design a suitable meal.
72
The meal should consist of at least three courses.

a) for a friend of yours and her new boyfriend. The boyfriend is a vegetarian.
b) for a romantic evening.
c) for a hot summers day.
d) for a friend who is on a diet.
e) for a childs sixth birthday party.
II.When you have finished read out your menu to the rest of the group and ask them to
guess which situation you chose.
Writing
Write a dream menu for a day.
Lesson 2.Describing taste of food

Warm up
Read these quotations about English food. Do all the people have the same opinion about
English food? Express your point of view (agree/disagree).
It takes some skill to spoil a breakfasteven the English cant do it!
J K Galbraith, economist
If the English can survive their food, they can survive anything!
George Bernard Shaw, writer
English cooking? You just put things into boiling water and then take them out again after a
long while!
An anonymous French chef
Active vocabulary
To describe accurately how food is cooked, the following verbs are used:
baked
cooked in the oven (used for cakes, bread, etc.)
boiled
cooked in very hot water
broiled
grilled/barbecued
fried
cooked in oil on top of the cooker
grilled
cooked under a strong heat
roast
cooked in the oven, usually with a little oil (used for meats and vegetables)
steamed
cooked over water
Some common adjectives for food and drink:
savoury sweet (food)
hot, spicymild (curry dishes)
rich, heavylight (dishes)
still-sparkling, fizzy (mineral water)
Other expressions:
Its served with/made from
Its a mixture ofand
It comes with
Its a kind of
Its made fromwithand cooked in
I think you will like it
You may not like it
73
I. Explain the following words in English. Use English-English dictionary if necessary.

spicy
tasty
crisp
salty
bland
sweet
bitter
chewy
greasy
creamy
exotic
unusual
II. Match the vocabulary words on the left with the definitions on the right.
1. dry
2. moist
3. sour
4. mineral
5. hungry
6. vitamin
7. salty
8. thirsty
9. energy
10. bitter
11. sweet
12. starve
a) any of various inorganic natural substances, usually.

having crystalline structures and a characteristic
hardness.
b) experiencing thirst; needing to drink.
c) the power or capacity for activity.
d) somewhat wet; damp.
e) having a sharp and unpleasant taste that is neither
sour nor salty.
f)free from wetness, dampness, or moisture.
g) having a tart or acid taste, like that of lemon juice or
vinegar.
h) to die or suffer from not eating and drinking.
i) having a flavor like that of sugar or honey; not bitter,
salty, or sour in taste.
j) containing salt as a flavor.
k) any of a number of natural or synthetic substances
required in human nutrition to regulate metabolism and
maintain health.
l) feeling a need or desire for food.
Reading
I. Skim the text for general understanding.
About Eating Out in Britain
1. How come it is so difficult to find English food in England? In Greece you eat Greek
food, in France French food, in Italy Italian food, but in England, in any High Street in the land,
it is easier to find Indian and Chinese restaurants than English ones. In London you can eat Thai,
Portuguese, Turkish, Japanese, Russian, Polish, Swiss, Spanish, and Italianbut where are the
English restaurants?
2. It is not only in restaurants that foreign dishes are replacing traditional British food. In
every supermarket, sales of pasta, pizza and poppadoms are booming. Why has this happened?
What is wrong with the cooks of Britain that they prefer cooking pasta to potatoes? Why do the
British choose to eat lasagna instead of shepherds pie?
Why do they now like cooking in wine and olive oil? But perhaps it is a good thing. After
all, this is the end of 20th century and we can get ingredients from all over the world in just a few
hours. Anyway, wasnt English food always disgusting and tasteless? Wasnt it always boiled to
death and swimming in fat? The answer to these questions is a resounding No, but to
understand this, we have to go back to before World War II.
74
3. The British have in fact always imported food from abroad. From the time of the Roman
invasion foreign trade was a major influence on British cooking. English kitchens, like the
English language, absorbed ingredients from all over the world-chickens, rabbits, apples and tea.
All of these and more were successfully incorporated into British dishes. Another important
influence on British cooking was of course the weather. The good old British rain gives us rich
soil and green grass, and means that we are able to produce some of the finest varieties of meat,
fruit and vegetables, which dont need fancy sauces or complicated recipes to disguise their
taste.
4. However, World War II changed everything. Wartime women had to forget of British
cooking, learn to do without foreign imports, and ration their use of home-grown food. The
Ministry of Food published cheap, boring recipes. The joke of the war was a dish called
Woolton Pie (named after the Minister for Food!). This consisted of a mixture of boiled
vegetables covered in white sauce with mashed potato on the top. Britain never managed to
recover from the wartime attitude to food. We were left with a loss of confidence in our cooking
skills and after years of Ministry recipes we began to believe that British food was boring, and
we searched the world for sophisticated, new dishes which gave hope of a better future. The
British people became tourists at their own dining tables and in the restaurants of their land!
This is a tragedy! Surely food is as much a part of our culture as our landscape, our language,
and our literature. Nowadays, cooking British food is like as having a conversation in AngloSaxon English.
5. However, there is still one small ray of hope. British pubs are often the best places to eat
well and cheaply in Britain, and they also increasingly try to serve tasty British food. Can we
recommend to you our two favourite places to eat in Britain? The Shepherds Inn in Melmerby,
Cumbria, and the Dolphin Inn in Kingston, Devon. Their steak and mushroom pie, Lancashire
hotpot, and bread and butter pudding are three of the gastronomic wonders of the world!
Elizabeth Sharman, Across Cultures, Longman
Explain the following words in English. Use English-English dictionary if necessary. Make
up your own sentences with these words.
, , , /
-, , -,
, , , , ,
, , .
II. Match a paragraph 15 with a summary below.
a) historical and climatic influences on British cooking
b) theres everything except an English restaurant
c) the legacy of World War II
d) where there is hope for the future
e) the British love affair with international cooking
III. Read the article more carefully. Choose the best answer, a, b or c.
1. The writers believe that British cooking
a) has always been very bad.
b) was good until World War II.
c) is good because it is so international.
2. They say that the British
a) eat only traditional British food in their homes.
b) dont like cooking with foreign ingredients.
75
c) buy lots of foreign ingredients.

3. They say that the British weather
a) enables the British to produce good quality food.
b) often ruins fruit and vegetables.
c) is not such an important influence on British food as foreign trade.
4. They say that World War II had a great influence on British cooking because
a) traditional British cooking was rediscovered and some good cheap recipes were
produced.
b) people had limitless supplies of home-grown food.
c) people started to believe that British food was boring, so after the war they wanted to
cook more interesting and international dishes.
5. They say that
a) British tourists try lots of new dishes when they are abroad.
b) nowadays it is very unusual for British people to cook British food.
c) literature and language are more culturally important than food.
6. The writers final conclusion about British cooking is that
a) there is no hope.
b) you will only be able to get British food in expensive restaurants.
c) you will be able to get more good traditional British dishes, especially in pubs.
IV. In pairs, spend 10 minutes preparing a set of questions, about the article, to ask other
pairs. Use the question starters below:
1. What would be result of?
2. What exactly?
3. In what way?
4. Whats the main reason why?
5. According to the text?
6. What practical measures could be taken to?
7. How might?
8. What is it that?
9. Why cant?
10. What do you think is meant by?
It is interesting to know.
British eating habits are very different now from thirty years ago. People travel more and
are learning to enjoy food from many different countries. In most towns, there are Chinese and
Indian restaurants but in big cities you can also eat Japanese, Thai, Korean and Malaysian food.
These restaurants are often cheaper than European restaurants and many people think that the
food is more interesting.
Take-away food is also very popular in Britain. Many people think that the idea of takeaway meals comes from the USA, but in fact it comes from Britain. The original British takeaway meal was fish and chip chops everywhere, as well as restaurants selling fast food like
pizzas and hamburgers.
Lexical exercises
Active vocabulary
I. Choose the right word
fast food
cookbook
wait person tip
recipe dish menu take-away

dessert
bar lounge
76
bill
ingredients service
restaurant order
I really hate I prefer to go to a good that serves everything, including the, using the best
Sometimes, I like to something that I have tried at home. First, I look up the in the and
then I cook the... Next, I go to the restaurant, and when the comes to my table I ask for the
and order what I have already cooked at home! Sometimes, I like to go out for a. You can
have a drink in either a or a, which are usually nicer. At the end of the evening, it's time to
ask for the and, usually, if the has been good, it's a good idea to leave a 15%-20% .
II. Match the verb and its meaning
1. bake
2. boil
3. fry
4. grill
5. roast
6. steam
a) cook over water

b) cook in a pan with some oil or fat
c) cook with a strong direct heat over or under the food
d) cook in the oven but with no extra oil or fat
e) cook in a pan with very hot water
d) cook in the oven with some extra oil or fat
III. Match the two halves of the sentences

1. The beef is served with boiled or
2. I'd like some bacon and a fried
3. The cheese salad comes with freshly baked
4. If you don't mind, I prefer my vegetables
5. That grilled
6. My favourite paella is a mixture of rice and
a) bread
b) egg for breakfast
c) steamed
d) seafood
e) roast potatoes
f) fish was delicious
IV. Choose the appropriate verb

crisp
grilled
roasted
chilled
garnished
crushed
fried
1. If food or drink is., it is made cold, usually by being placed in the fridge.
2. If food is, it is cooked in oil, often in a flat pan.
3. If food or ice isit is broken into very small pieces by being pressed.
4. If meat or poultry is, its cooked inside an oven.
5. If food isit is cooked under a source of heat or on a barbecue.
6. If food is.with something, for example herbs, it is decorated with them.
7. If pastry or vegetables are, they are hard, dry and fresh.
V Describing food and drinks to someone who doesnt know much about your local cuisine
is not always an easy thing to do. Match each noun from the box with the groups of words
below to form strong word pairs.
meat salad dish
1. light
2. rich
3. traditional
4. roast
5. rare
6. fresh
7. green
8. light
9. dry
10. strong
red
wine food
heavy
spicy
unusual
stewed
medium
frozen
chicken
full
medium
bottled
meal steak beer
quick
plain
exotic
cold
tough
crisp
mixed
bodied
sweet
export
vegetarian
fast
local
sliced
well-done
seasonal
fruity
robust
crisp
draught
77
white wine vegetables
Speaking
I. Work in pairs and explain your partner how to cook these foods.
a duck
eggs
a hamburger
mushrooms
potatoes
a steak
II. Use your dictionary if necessary to describe the taste or textures of different kinds of
food below.
raw carrots
plain white rice
plain chocolate
cheap steak
apples
strong coffee
crme caramel
seafood
milk chocolate
fried eggs
pizza
fresh bread
your mothers cooking
strawberries
melons
III. Work with a partner. Think of a dish and describe it. Explain where its from and how
its cooked and served. Your partner will try to guess the name of the dish.
made with
served with
similar to
how its cooked
Writing: Write out part of a restaurant menu which would be typical of the city or town where
you live. Two or three starters, main courses and desserts should be sufficient. Try to include a
few local specialities if you can.
Would you consider eating any of the dishes mentioned? Have you ever eaten such dishes?
Role play
You are having dinner with a visitor. They have asked to try something local. Describe two
dishes from the menu.
Writing
Write an essay (200 words) on one of the following topics:
1. From All Diets I Choose...
2. Non-Traditional Food Pros and Cons.
3. Better Cooks Men or Women?
4. Each Family Has its Own Style of Cooking.
5. What I Like and What I Hate to Eat.
78
Lesson 3. The working lunch

Warm up
What sort of food do you like? Do you have a favourite place you take people to for
lunch or dinner?
Have you ever had working breakfast?
Have you ever had to attend a business meal which you really did not want to be at?
Active vocabulary
I. Translate words and word combinations and try to pronounce them correctly.
booking a table
I'd like to reserve / book a table for
four at 8pm, please.
I'd like to book a table for two at 8 in
the name of Hand, please.
Could we have a table by the window,
please?
Could we have a non-smoking table,
please?
Could we have a table away from the
kitchen/toilets, please?
Could we have a booth, please?
Could you make sure it's a quiet table,
please?
placing your order

I'd like the., please......
For starters I'll have the soup
and for the main course I'd
like the roast beef.
What is the house special
today?
Is there anything you would
recommend?
Could I see the wine menu,
please?
I'll have a bottle of the South
African Cabernet Sauvignon.
I'll have a glass of house
red/white wine
complaining
Excuse me, but my meal
is cold.
Excuse me, we've been
waiting for over half an
hour for our drinks.
Excuse me this steak is
over done, I ordered rare.
I'm afraid this wine tastes
corked.
Excuse me this wine isn't
chilled properly.
arriving at the restaurant

Good evening, my name is Hand. I
have a table booked for six.
Do you have the menu in
English/German/French ..., please?
Do you have a high chair for young
children, please?
Could we have a table over there,
please?
I'm sorry but I asked for a table by the
window.
Could we have an extra chair, please?
during/after the meal

Could we have some more
bread, please?
Do you have a pepper mill?
Could I have some dressing,
please?
Could you pass me the salt,
please?
That was delicious. My
compliments to the chef.
paying
Could I have the bill,
please?
Do you take Visa?
We'd like separate bills,
please.
Is service included?
No, please. This is on me.
(When you wish to pay
for everyone.)
II. Try to arrange the words in the right order to make up correct sentences.
Ordering
1. as//starter//a___________________________________________________
2. course //main//a//as//like//Id//to//have______________________________
3. dessert //for//I//take//shall________________________________________
4. taste //I//going//to//am___________________________________________
Asking
1. like //what//you//would//the//course//for//first?________________________
2. to //do//you//want//what//drink?___________________________________
3. exactly //this//what//is//dish?______________________________________
79
4. recommend //do//what//you?______________________________________
Advice
1. like//this//Id//to//recommend//dish__________________________________
2. Is//it//tasting//worth______________________________________________
Paying
1. paying//waiter//am//I_____________________________________________
2. Visa//take//you//do//cards?_______________________________________
3. split//shall//bill//we//the___________________________________________
Complaining
1. change //could//it//you?___________________________________________
2. not //what//I//have//is//it//ordered____________________________________
3. wrong//bill//think//I//the//is_________________________________________
Reading
A business lunch
If you are traveling abroad on business, your most difficult problem is lunch. Every country
has different traditions and you should know some of them. Business lunches are very common
in many countries and cultures. Food itself is one of the most visible manifestations of a culture
and is something people are proud of and like to share with guests to their country. However,
just as the food changes from culture to culture so does the intention and etiquette surrounding
the lunch. In some cultures the business lunch is a time for communication and building
relationships, in others simply an opportunity to talk about business, known as the "working
lunch".
As to its length in the south of Europe a business lunch takes much time. In Italy it takes
about three hours. In Greece it is like a late dinner and when it comes everyone thinks of food.
So dont worry if business discussion is slow starting. Business waits.
In France a business lunch is usually long, too. Anything under two hours is classed as a
coffee break.
In some countries a business lunch is light; in others it is rather heavy. If you find yourself
in Scandinavia you will taste sandwiches and drink milk instead of alcohol. Health is above all.
In Russia there are no problems with drinking or smoking.
Business lunch is a very popular type of meeting. It is a time to relax a little outside the
office and a time to get to know people personally in a less formal atmosphere, while doing
something productive.
If you are called upon to make the reservations for such a meeting, look for a quiet place
without distractions.
The business lunch in the United States is usually a short meeting, though there are always
exceptions. Some time is spent eating and making small talk before more serious matters are
discussed.
Lunch is not a big affair in the UK and many an office worker will happily eat a sandwich at
their desk. Business lunches however will take place at a restaurant or pub. The British like to
keep personal life and business separate unless a good relationship has formed so discussions
may very well be centred on business.
As each culture has its own practices, whatever the language of communication. It is best
when visiting a foreign country to wait until your host brings up business rather than initiate it
80
yourself, unless you yourself are hosting the meeting. When you hear something like, Well,
lets get down to business, then you know the official meeting has begun.
Business lunch discussions, because they are more relaxed, are usually less formal than inhouse meetings. The lunches may speak at random jumping into the discussion when they have
something to say rather than being more structured; that is not to say that lunch meetings cant
also be formal.
Business lunches start with small talk. Making pleasant conversation with colleagues sets a
positive tone for the rest of the meeting. Follow the small-talk guidelines: talk about weather,
sports, the restaurant, or type of food you are eating, and avoid politics, religion, and anything
negative.
II. Read the text once again. While reading define if the sentences are true (T) or false (F).
Correct the false ones.
a. In some countries a business lunch is light; in others it is rather heavy.
b. Business lunch is not very popular type of meeting.
c. Business lunch is just a time to discuss business
d. Business lunches start with small talk
e. During the meal you should speak about politics, religion and some economic problems.
II. Complete the table using the text.
country
Scandinavia
The USA
Russia
Greece
Italy
France
Business lunch in different countries

time of meeting
meals and drinks
atmosphere
Find out more at

http://www.kwintessential.co.uk/cultural-services/articles/business-lunch.html
http://life.familyeducation.com/cross-cultural-relations/behavior/48976.html
http://www.worketiquette.co.uk/business-card-etiquette-in-various-countries.html
http://www.cartoonstock.com/directory/B/Business_man_s_lunch.asp
http://www.independent.co.uk/news/business/analysis-and-features/the-man-who-ate-thegreat-british-lunch-hour-687265.html
Lexical exercises
Active vocabulary
I. Put these foods in the groups below
Examples: chicken=poultry
cream, duck, garlic, ham , lamb, leek, lettuce, melon, onion, potato, prawn, salmon, steak,
veal, carrot, cucumber, pork, turkey, sausages, haddock, crabs, oysters, milk, cheese, pepper,
grapes, pear, radish, mushroom, butter, pork chops, lobster, apple, lemon, cabbage, parsley,
yogurt, eggs, coconut, cauliflower, beet, sour cream, turnip.
fish
fruit
meat
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vegetables
poultry
seafood
dairy products
II. Group the names of food into 3 categories.
fruit ,beefsteak, cabbage salad, fruit salad, potatoes, ice-cream, pork with mushrooms, fish,
caviar, an apple pie, omelet ,pizza, sushi, cake, meat, chicken
the first
the second
the third
course
course
course
(starter)
(main course)
dessert
III. Complete the text using the missing words.

bug
click crash memory
menu
mouse
notebook
virus
window
We had a terrible evening. For a start, Peter was coming down with a (1) __ and he felt
awful. We had to wait half an hour for our table, which was in the corner, even though I
specifically asked for one next to the (2)_____ and then another half-hour just to get the (3)___.
The waiter was useless. We had to ask for everything about three times and then he brought the
wrong order anyway. I dont know why he didnt just write it down in a little (4) ___like they
usually do. Wed just got the first course, which was actually quite good, when there was a this
huge(5)____from the kitchen and the chef stormed out with a big ladle in his hand and started
shouting and swearing at the waiter in front of all the customers. Frankly, I knew how he felt.
But for me, the worst thing was just after the first course when we suddenly saw a (6)
___running across the floor, closely followed by the restaurant cat. Well, that was it for me. I
couldnt eat another thing. Peter struggled on until he found a bright green (7) ___ in his tomato
salad. Honestly, you should have seen his face! At that precise moment there was a (8) ___and a
flash and I looked up to see a photographer. Hed just taken our picture. Something to preserve
your (9) ___of this evening? he said. Im not going to tell you what I said!
IV. Sort these foods into the categories.
AAppetizer (served before the main dish)
EEntre (main dish of the meal)
D Dessert (a sweet course at the end of a meal)
AED
Shrimp Cocktail
Caesar Salad
Fresh Tuna Steak
Grilled Chicken
Nachos with spicy dips
Green Salad
Spaghetti Bolognese
Tropical Fruit Salad
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Mushroom Soup
Apple Pie
Vanilla Ice cream
V. During a meal out with a client or colleague, when would you expect to hear the
following? Match each expression with its meaning.
1. What can I get you?
2. That sounds nice.
3. Hows yours?
4. Just a drop, thanks.
5. Its an acquired taste.
6. Nothing to start with, thanks.
7. No, Im all right, thanks.
8. Dont wait for me.
9. Where is the loo here?
10. This ones on me.
11. No, no, I insist.
a. From your description, Im going to like this dish.

b. Can you tell me where the toilet is?
c. No thank you. I dont want any more.
d. Ill have just a little more wine, thank you.
e. Please start.
f. You must let me pay!
g. What would you like to drink?
h. Its unusual and you may not like it at first.
i. Ill pay.
j. Whats your meal like?
k. I dont want a first course, thank you.
Listening
I. Listen to two conversations. For each one, decide what sort of restaurant the people are
in and what the people choose to eat.
type of restaurant
choice of meal
Carlos
Bill
Eva
Amy
Conversation 1.
1. Well, theres..not far from here.
2. Otherwise, we could be.
3. I think.one of the lamb dishes.
Conversation 2.
1. Well, youthe Greek vegetable dish
2. Well that sounds very nice. And..?
3. No,thanks.
4. Well that was really good.?
5. No, no, I insist!
Speaking
I. Think back to a restaurant where you have spent an enjoyable (or unenjoyable) evening.
You are going to tell a partner about it. Choose from the list the things you want to talk
about. Think about what you will say and what language you will need.
Where was the restaurant?

What was it like?
Was it full or empty when you came?
And when you left?
What sorts of people were eating there?
Was it noisy or quiet?
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Who were you with?

What did you have to eat?
What did you have to drink?
Did you have to wait a long time for your food?
Was the waiter or waitress helpful?
Did you have a dessert?
Did you enjoy your meal?
Where there any problems?
How long did you spend in the restaurant?
Was the meal expensive?
Who paid?
Did you leave a tip?
II. Pair work. Read the dialogue in parts.

Good morning, sir. Would you like to sit over
there, near the window?
Yes, thank you. May I look at the menu,
please?
Of course. Here it is.
Well, as a starter Ill have some cabbage
salad.
I see. Have you chosen anything as a main
course?
Frankly speaking, I cant make a choice. I am
not sure. Could you help me?
If I were you, I would order our specialty of
the day. It is worth tasting.
, .
, ?
, .
?
. , .
,
.
. -
?
,
. .
?
,
.
.
What exactly is this dish?

Pork with mushrooms.
I am afraid pork is not very good for me.
So Id like to recommend fish under white
sause with vegetables.
It suits me. And I am going to take some fruit
salad for dessert. I like fruit.
Is there such a dish in the menu?
What about drinks? Here is the wine list.

?
.
, .

.
.

. .
?
, .
? .
Thanks. Well, Ill have some Italian white

wine. And some drinking water, please.
. , .
.
Here is your order. Bon appetite!
. !
, .
?
Waiter! I am paying. How much is it?

Forty dollars, sir.
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, .
Do you take American Express?

Of course
Here is your tip.
?
.
.
a) Imagine you are at a restaurant. One of you is a customer, but the other is a waiter. On the
base of the previous task make up your own dialogue, changing the parts in bold with your own
information.
b) Work in pairs. One of you takes the book so that your partner couldnt see it and reads the
sentences in Russian. Your partner translates the text into English sentence by sentence. Having
finished this procedure change your roles. If there are some difficulties with the translation help
your partner out.
III. Work with a partner and complete a conversation.
Model:
A: What would you like as a starter?
B: Ill try the, please.
A: And for the main course? What would you like?
B: What do you recommend?
A: You could try the
B: I am not very keen on..
A: Well, why dont you try the
B: That sounds good. Ill try the
A: And what about drinks?
B: I prefer... What about you?
A: Id like.
B: Would you like something for dessert?
A: Yes, Id like.
Writing
Read the following situations, and for each one write an email in response.
1. You have just been interviewed on the phone for a magazine about your business travels.
They have now emailed to ask for some stories about your experiences of eating out abroad.
2. A foreign client has emailed you, asking for advice on where to eat in your city when he
arrives next month. Give him two or three choices, with reasons. For each restaurant explain:
type of food
your favourite dish
cost per person
Lesson 4. Dining etiquette

Warm up
I. Etiquette Quiz
1. Where should a woman place her purse while dining in a sit-down restaurant?
a. Between her back and the chair or on her lap
b. On the floor
c. On the table, to the left and right above the place setting
d. Hung on the back of the chair if a handbag, otherwise on an empty chair
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2. You and your partners have a large restaurant bill. You offer to pay and someone
else offers to pay the tip. What do you do?
a. Let your partners offer the tip; this will save your money
b. Tell your generous friend no thanks, as you dont want to worry they didnt leave
enough
c. Suggest everyone at the table split the tip
d. Accept their offer, telling them how much the tip should be
3. The person who initiates a lunch date and makes arrangements should always pay.
a. True
b. False
Active vocabulary
Name the things on the dining table
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Reading
I. Skim the text to grasp the general idea. Think of the most suitable heading.
Scan the text paying attention to the words in bold.
For a business traveler, sharing a meal with an international client
is a necessary part of establishing a relationship. And just as each
culture has its own cuisine it has its own dining etiquette. If you are
new to a country, no one will expect you to perfectly master local table
manners.
Everyone has made a mistake or two at the dining table. Most
mistakes in dining etiquette are rather minor.
Most North Americans use their right hand to use both their knife and fork, necessitating the
frequent switching of utensils. Most Europeans keep their dinner knife in their right hand and
the fork in their left. This is a very practical way to eat.
While I was at a formal dinner in Paris, I unconsciously placed my left hand in my lapthe
polite thing to do in the United Statesbut wrong in France. The French keep both hands
gracefully balanced on the tables edge, and of course, they hold the fork in the left hand and the
knife in the right.
While it can be difficult to remember all the appropriate behaviors when you travel around
the world, it can be just as complicated to host visitors from other countries.
Nancy Gilboy, the Executive Director of the International Visitors Council in Philadelphia,
Pennsylvania, constantly hosts delegations from all over the world. Besides observing various
food taboos (never serve pork to Muslims, beef to Hindus, etc.), she has noted that certain
cultures are careful to ensure that everyone receives an equal share of the meal. When shrimp
was being passed around at a dinner with a group from China, she took three or four and offered
it to the next diner. Subsequently, she noticed that each attendee took just one shrimp in turn
and offered it to the next person. Of course, in their culture, the good of the group is more
important than any one persons appetite, and the Chinese often take a single portion of food at a
time.
In many parts of the world, people only do business with those they know and trustand that
kind of contact is generally established over lunch or dinner. When international executives visit
clients in countries like Brazil or Chile, they often try to get their appointments around 11 a.m.,
so they can all go to lunch together afterward. They spend time in a convivial environment,
where no business is discussed.
Refusing to eat the local cuisine is one of the quickest ways to offend your hosts. Never
complain about how spicy the local food is, or how fattening, or that you would never eat
insects/lizards/canines/primates (or whatever you find offensive). Just eat what you can without
making yourself sick, and keep your criticisms to yourself. When necessary, resort to a medical
excuse: "I'm sorry, but my doctor has forbidden me to eat shellfish."
The Queen of England, who is polite enough to try almost anything, was the center of
attention after a visit to Belize. During her visit, the Queen ate a local delicacy, a dibnutan
animal that looks like a large chipmunk. When the English press discovered what the Queen
had been served, the headlines ran Queen Eats Rat! Fortunately, citizens of Belize have a
sense of humor and immediately changed the dish from dibnut on their menus to Royal Rat.
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One of the benefits of travel is the chance for new experiences. You probably aren't going to
be offered the chance to eat scorpions or bird's nest soup at home. If you are offered them in
China, try them. You might actually like them.
Ultimately, dining abroad is an adventure. We all have to eat, and sharing meals with global
prospects and clients helps to cement relationships.
Excerpted from OAG Frequent Flyer, September 7, 2001
I. Read the text once again and find in the text the English equivalents of the following
Russian words. Make up your own sentences with these words.
, , , ,
, , , (, ),
/, , , /,
, , /, , .
II. Which of the following topics does the text discuss?
a) culture and cuisine
b) dining etiquette
c) appropriate behavior
d) food taboos
e) international relationships
f) table manners
III. What are your personal reactions to the text?
I totally agree that.
I think the point about..is probably true.
I dont agree with the point about..at all.
I already knew., but I didnt realize
Im not sure I can believe..
What shocks me most is
IV. Find the words and expressions in the article which mean:
1) a style of cooking; food cooked in a certain style
2) the flat area between the stomach and knees of a person when he is sitting
3) a small american animal similar to a squirrel but with black and white makings along its
back.
4) type of a small deer
5) the character and atmosphere of a peace
6) to establish smth.firmly; to join things together
Lexical exercises
Active vocabulary
I. Look at the picture and tell the class how one should lay the table for
two. Say where one puts:
a soup plate, a dinner plate, a bread plate, a knife, a fork, a table spoon,
a napkin, salt, pepper, mustard, a wine glass.
II. Read the list of Table Don'ts.
1. Elbows are never put on the table while one is eating.
2. Dont lift your plate up to your mouth.
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3. Dont lean back and announce, I'm through. The fact that you have put your fork and
knife together on the plate shows that you have finished.
4. Dont wait until all plates are served; after a few guests have been served, it is perfectly
all right to start eating.
5. Dont let others see what you have in your mouth.
6. Dont make a noise when eating.
7. Put the food in your mouth with your fork, never with your knife.
III. Look at the pictures and say which Table Don'ts are not observed.
IV. Read the list of Table Dos.

1. Put your napkin on your lap. Do not wear it around your neck.
2. Gravy should be put on the meat, and the condiment, pickles and jelly at the side of
whatever they accompany.
3. All juicy or soft fruit or cake is best eaten with a fork and when necessary a spoon or a
knife also.
4. When passing your plate for a second helping always leave a knife and a fork on the plate
and be sure the handles are far enough on not to topple off.
5. Fish bones are taken between finger and thumb and removed between compressed lips.
6. Bread should always be broken into moderate-sized pieces with the fingers before being
eaten.
V. Complete the list of Table Dos and Donts and say how one should eat:
Dos
Donts
soup
meat
bananas
oranges
apples
melons
wedding cake
Speaking
You are in a foreign restaurant with a local supplier. As you dont speak their language
very well, you are both speaking English.
1. Answer your hosts questions and talk about your impressions of their town so far. Ask
them what there is to see and do in the city and remember to respond enthusiastically to some of
their suggestions, be diplomatic! Keep the conversation going by talking a little about current
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affairs, sport, the weather, holidays, your family.

2. Decide what you would like to eat and to drink. If there are things on the menu you dont
understand you could ask your host to explain them to you. If you are not sure what to choose,
perhaps your host can recommend something. Remember to sound interested in the food.
3. Your hosts company is one of three which supply yours with electrical components and
you are quite happy with this arrangement. You really dont want to re-negotiate your contract
with them and, anyway, you dont believe in mixing business and pleasure. Without being rude,
avoid getting into any discussions about business. If business does come up, try to change the
subject.
Writing
Choose any nationality and describe the rules of dining etiquette in this country.
Lesson 5. International cuisine

Warm up.
I. Do you know any typical meals from the following countries?
France
England
Italy
India
Spain
Mexico
Turkey
America
Greece
II. What do you think influences a countrys food? What influences the food in your
country?
Reading
British and Russian Cuisine
Visitors to Britain generally agree about one thingBritish
cooking. Its terrible! they say. You can cook vegetables in so
many interesting ways. But the British cook vegetables for too
long, so they lose their taste. These visitors eat in the wrong
places. The best British cooking is in good restaurants and
hotels, or at home.
British tastes have changed a lot over the past twenty years. In
1988 the national average for each person was 352 grams of
red meat each week, but now its less than 259 grams. People
prefer chicken and fresh fish. And more people are interested in
healthy eating these days. In 1988 the national average was 905
grams of fruit and fruit juices each week, but now its nearly 2,000 grams.
The British have a sweet tooth. They love cakes, chocolates and sweets.
Today many people want food to be quick and easy. When both parents are working, they
cannot cook large meals in the evenings. Ready-made meals from supermarkets and Marks
and Spencer and take-away meals from fast food restaurants are very popular. If you are
feeling tired or lazy, you can even phone a local restaurant. They will bring the food to your
house.
Twenty years ago, British people usually ate at home. They only went out for a meal at
special times, like for somebodys birthday. But today, many people eat out at least once a week.
In the past, traditional steakhouses were very popular places, but now many people prefer
foreign food. Every British town has Indian and Chinese restaurants and large towns have
restaurants from many other countries too.
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Pubs are also very popular. There are over 60,000 pubs in the UK (53,200 in England and
Wales, 5,200 in Scotland and 1,600 in Northern Ireland). British people drink an average of 99.4
litres of beer every year. Mote than 80% of this beer is drunk in pubs and clubs.
Russian cooking is rather simple, leisurely, relaxed affair. The special peculiarity of
traditional Russian cuisine is mainly in the freshness of the ingredients, simplicity of cooking
methods and restraint with almost the only spices found in a typical Russian kitchen. Living in
Russia one cannot but stick to a Russian diet. Keeping this diet for an Englishman is fatal. The
Russians have meals four times a day and their cuisine is quite intricate.
Every person starts his or her day with breakfast. Poor Englishmen are sentenced to either a
continental or an English breakfast. From the Russian point of view, when one has it continental
it actually means that one has no breakfast at all, because it means drinking a cup of coffee and
eating a bun. A month of continental breakfasts for some Russians would mean starving. The
English breakfast is a bit better, as it consists of one or two fried eggs, grilled sausages, bacon,
tomatoes and mushrooms. The English have tea with milk and toast with butter and marmalade.
As a choice one may have corn flakes with milk and sugar or porridge.
In Russia people may have anything for breakfast. Some good-humoured individuals even
prefer soup, but, of course, sandwiches and coffee are very popular. One can easily understand
that in Great Britain by one o'clock people are very much ready for lunch. Lunch is the biggest
meal of the day. That would be music for a Russian's ears until he or she learns what lunch
really consists of. It may be a meat or fish course with soft drinks followed by a sweet course.
The heart of a Russian person fills with joy when the hands of the clock approach three
o'clock. His or her dinner includes three courses. A Russian will have a starter (salad, herring,
cheese, etc.), soup, steaks, chops, or fish fillets with garnish, a lot of bread, of course, and
something to drink. The more the better. At four or five the Russians may have a bite: waffles,
cakes with juice, tea, cocoa, or something of the kind.
In Great Britain they have dinner at five or six. Soup may be served then, but one should not
be misled by the word "soup". British soup is just thin paste and a portion is three times smaller
than in Russia. A lot of British prefer to eat out. "Fish and Chips" shops are very popular with
their take-away food. The more sophisticated public goes to Chinese, Italian, seafood or other
restaurants and experiments with shrimp, inedible vegetables and hot drinks.
Supper in Russia means one more big meal at seven. The table groans with food again. In
England it is just a small snack a glass of milk with biscuits at ten.
Most Russians have never counted calories and they are deeply convinced that their food is
healthy. Some housewives may admit that it takes some time to prepare all the stuff, including
pickles, home-made preserves and traditional Russian pies and pancakes. They boil, fry, roast,
grill, broil, bake and make.
Explain the following words in English. Use English-English dictionary if necessary. Make
up your own sentences with these words.
, , , ,
, , , ,
,
, , , , , , .
II. Find the appropriate translation to the following words:
1. ,
a) limited
b) restrained
c) bounded
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2.
a) be dieting
b) to watch ones diet
c) to keep to a diet
3.
a) light breakfast
b) continental breakfast
c) European breakfast
b) difficult
c) complicated
b) bun
c) loaf of bread
b) lack of food
c) starving
4. ,
a) intricate
5.
a) cake
6.
a) be hungry
III. Complete the table using the text:

British
Russian
time
breakfast
lunch
dinner
supper
typical dishes
popular drinks
popular dishes
places to eat
It is interesting to know
Some British and American people like to invite friends and colleagues for a meal at home.
But dont be upset if your English friends dont invite you home. It doesnt mean that they dont
like you!
Dinner parties usually start between 7 and 8 pm and end at about 11. Ask your host what
time you should arrive. Its polite to bring flowers, chocolates or a bottle of wine to your
hostess.
Usually the evening starts with drinks and snacks (ask for a soft drink if you dont like
alcohol.) Do you want to be extra polite? Say how much you like the house, the pictures, or your
hostesss dress. But remember-its not polite to ask how much things cost.
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Dinner will usually start at about 8 or 9 oclock. In many families, the husband sits at one
end of the table and the wife sits at the other end. They eat with their guests.
Youll probably start the meal with soup, or something small as a starter, then youll have
meat or fish with vegetables, and then a dessert (sometimes called a sweet or a pudding),
followed by coffee. Its polite to finish everything on your plate and to take more if you want it.
Some people eat bread with the meat, but not everyone does.
Most people ask Do you mind if I smoke? before they take out their cigarettes after the
meal.
Did you enjoy the evening? Call your hostess the next day or write her a short thank you
letter.
Perhaps it seems funny for you, but British and American people say thank you, thank
you all the time!
Listening
I. Listen to an interview with Ian MiddleHurst, who runs a small business selling fish,
meat, and other produce just outside Manchester, England
1. Listen to the interview and put the following events in the order (1-5) that they
happened.
aIans uncle retired.
bHis father was made redundant.
cAnother fish shop opened down the road.
dHis father and uncle bought the shop.
e.His father only looked after the fish.
2. Write down where Ian sources the following food products.
1.
2.
3.
4.
Most of the fish.___________

Tuna and swordfish.________
Rabbits and pigeons.________
Venison and chicken._______
3. Look at the sentence below about shop and mark them true (T) or false (F).
1. Staff at the shop will cook seafood for the customers.________
2. The shop will lend customers equipment for cooking.________
3. The new supermarket was a disaster for Ians business._______
4. The staff will cook food for customers based on recipes they bring to the shop._____
5. The shop delivers fresh produce to customers._____
6. Over the years the shop has improved by installing air-conditioning._____
7. The shop only uses special advertising at Christmas._____
4. Listen and tick () the ways that customers hear about the shop.
TV adverts
Adverts in magazines
Cooking and food websites
Posters
Door-to-door mailings
Word of mouth
Writing
Which cuisine is the best in the world? Surf the Internet. Rank the following cuisines
in order of preference and explain your choice. Russian, Mexican, Georgian, English,
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French, German, American, Chinese, Italian, Indian. Choose any cuisine.

presentations.
Make
Project work
You work for a company that imports food products and you are looking to add a new
product to your range. You have information on two potential products from another
company. Make your own individual specific unusual product which will be very popular.
1. Olivada, from Spain, is a paste made from black olives. It can be eaten as a snack with
toast and bread. The olives are picked by hand and then pressed and mixed with a delicious
blend of oil and herbs. So far it has been well accepted all over the Mediterranean region, but in
the rest of Europe sales have been slow. We predict the product will be successful in the USA
and Latin America.
2. Casa de mi abuela, from Mexico, is a range of ready-to-eat spicy sauces. It is perfect as
a TV snack with potato or corn chips, or with raw vegetables. Only the finest chillies, peppers,
and onions are selected. These are then cooked in oil and immediately preserved. This is a new
product so no sales figures are available, but we expect that this product will be popular
worldwide.
Product 1
Product 2
what/call?
where/produce?
how/eat?
how/produce?
where/sell?(up now)
where/sell(up future)
Unit VI.TECHNICAL MEANS OF COMMUNICATION

Learn how to exchange information on the telephone, arrange appointments, answer
and make telephone calls, control the conversation, leave and take telephone messages,
write formal and informal e-mails.
Lesson 1.Telephoning skills

Warm up
I. Read the questionnaire and tick () the sentences which are true about you. Discuss your
answers.
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II. Match the statements 16 with the responses af.

1. This website takes a long
a. He is probably chatting online or surfing
time to download the Internet.
2. Would you like her mobile number?
b. No, send it as an email attachment.
3. His line is still busy. ____
c. Hold on, Ill put you through to her
extension.
4. Your fax isnt very clear___
d. Yes, there are too many images.
5. Id like to speak to Sam, please___
e. Would you like me to send it again?
6. Shall I print this letter and post it? ___
f. Yes, please. Ill send her a text message.
III. List the words and expressions in ex. I. connected with telephoning.
the Internet
email
letters and faxes.
IV. Which ways of communicating do you use regularly?
Active vocabulary
speaking
this is Peter Smith calling
phone book
who is calling, please?
to make a long-distance call
is that Mr. Green?
I am afraid he is out at the moment
could you put me through to Mr. Brown?
I cant get through
the line is engaged
I want to book a call to Moscow
hold the line, please
can you hold on?

Mr. Jones is on the other line
this is a private residence
Ill call back later
Mr. Roberts is not available
you have got the wrong number
I have to make a call
could you speak up, please?
Ill see if he is in
could I leave a message?
sorry to have troubled you
is there any message?
It is interesting to know .
A lot of people find it difficult to make phone calls in a foreign languageand thats
understandable. You cant see the person you are talking to, their voice might be unclear, and
you might find it difficult to find the right words.
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Multi-word verbs
One thing you can do to improve your telephone skills is to learn some of the multi-word
verbs that are commonly used in telephone conversations. Hold on means wait and hang on
means wait too. Be careful not to confuse hang on with hang up! Hang up means finish the
call by breaking the connection in other words: put the phone down. Another phrasal verb
with the same meaning as hang up is ring off. The opposite of hang up / ring off is ring up
if you ring somebody up, you make a phone call. And if you pick up the phone, (or pick the
phone up) you answer a call when the phone rings.
"Hang on a second..."
If you are talking to a receptionist, secretary or switchboard operator, they may ask you to
hang on while they put you through put through means to connect your call to another
telephone. With this verb, the object (you, me, him, her etc.) goes in the middle of the verb: put
you through. But if you can't get through to (contact on the phone) the person you want to talk
to, you might be able to leave a message asking them to call you back. Call back means to
return a phone call and if you use an object (you, me, him, her etc.), it goes in the middle of
the verb: call you back. Another thing to think about when talking on the telephone is
formality. It's important to use the right level of formality if you are too formal, people might
find it difficult to feel comfortable when they talk to you. On the other hand, if you are too
informal, people might think you are rude! Generally speaking, if you are talking to someone in
a business context, you should use could, can, may or would when you make a request: 'Could
I speak to Jason Roberts, please?' Can I take a message? Would next Wednesday be
okay?? You should also use please and thank you or thanks very much whenever you ask
for, or receive, help or information.
It's important to show politeness by using words like would, could, please, thank you etc.
But it's also okay to use some of the features of informal/spoken English short forms, phrasal
verbs and words like okay and bye in other words everyday English! So phrases like I'm off
to a conference..., no problem, bye! and hang on a moment and I'll put you through are
perfectly acceptable, as long as the overall tone of the conversation is polite. One last tip it's
better to ask for help or clarification when you're having a telephone conversation, than to
pretend you understand something that you didn't. It's perfectly acceptable to use phrases like
Could you repeat that, please? Could you speak a little more slowly, please? and
would you mind spelling that for me please? Using phrases like these will help make sure
that you have a successful phone call, and may save you from lots of problems later on. You
could always say that the line's very bad today if you can't hear very well. And it's also a good
idea to practice words, phrases and vocabulary before you make the call!
Reading
96
Audrey: I hate it when the person

Im Ben: Its so boring when you go out with
speaking to starts drinking a cup of tea or somebody who spends half the time talking on
eating something. It sounds disgusting!
their mobile. When I go out with somebody, I
switch my phone off and listen to my
voicemail when I get home.
Dan: Ive given up phoning my friends since
they had children. Every time I phone them,
they ask me to talk to their two-year-old boy. I
have to speak to him in this silly voice, and he
never speaks so I have to listen to him
breathing down the phone. Fortunately, they
havent asked me to speak to the baby yet but
shes actually screaming in the background, so
you cant have a proper conversation anyway.
Cathy: I think there should be places where
mobile phones are banned. For instance, when
Im on a train or in a restaurant, I hate listening
to people talking about things that are quite
private! It should be against the law!
Ellen: I like to talk to a real person on the

phone, but nowadays you get a recorded
message which gives you all these options to
choose from. If you dont hear everything the
first time, you cant ask them to repeat. You
have to start again. Oh, and the music that play
while youre on hold awful.
Frank: I hate when you telephone a company
or an office and you can never get through to
the person you want to speak to. The operator
puts you through to an extension, and the
person you want is not there, so you have to
wait for ages. Then, you get another extension,
and its still the wrong one, so you have to wait
again. And again and again until you get bored
of trying.
II. Work with a partner. List any things that you dislike about phones. Read the text and
check if it mentions any of the things on your list.
III. Find in the text English equivalents for the following Russian phrases.
, , , / ,
/, , , ,
.
IV. How many of the things mentioned in the text sometimes happen to you?
V. Complete the questions with words and expressions from the text.
a. Do you think it should be against the law to use a m___while you are driving?
b. Have you ever been in an embarrassing situation because you forgot to s__your phone
o____?
c. When somebody leaves a message on your v___ m___, how long do you wait before you
return the call?
d. When was the last time you listened to a r___m___ and had to choose from different
o___?
e. While you are o___ h___, do you prefer to listen to music or to silence?
f. Have you ever had a problem getting t___ to the right e___?
VI. Answer these questions.
How many phone calls do you make/receive in a typical day?
What do you use your phone for most?
97
Who do you call most?

Lexical exercises
Active vocabulary
I. Complete these sentences using the pairs of words below.
how /help
calling/ because
call / later
speak/ please
name / from
mine/ referred
afraid / in
put/ down
wondering / help
time/ reach
let/ transfer
this/ speaking
sorry/ was
remember/ met
Ill/ message
1. ____can I ____ you?

2. Im____ ____I need some information.
3. ____me_____you to Sales.
4. Would you like to____back____?
5. My____is Chris Robb____York Paper.
6. A colleague of____, Liz Peterson, ____ me to you.
7. Im____she is not____this week.
8. I could____ you____ for Friday afternoon.
9. ____, your name____?
10.Id like to____ to Mark Fisher,____.
11.____is Mark____.
12.You may not____ me we____ last year.
13.I was____ if you could____ me.
14.____ give him the____.
15.Whats a good____ to____ you?
II. These are some common and useful telephone questions. Match the endings with the
question starters. (more then one combination is sometimes possible.)
1) ____leave a message?
2) ____take a message?
3) ____transfer me to his voice mail?
4) ____have your phone number?
5) ____know what this regarding?
6) ____help you?
7) ____ask what this is regarding.
8) ____speak to Mr.Tipps, please?
9) ____555-7434?
10) ___ask who is calling?
11) ___ repeat that, please?
12) ___ask him to call Mr. Donson?
13) ___a good time?
14) ___ask when he will be back?
15) ___call back later?
16) ___something I could help you with?
a. Would you like to____?
b. May I____?
c. Could you_____?
d. Does she/he____?
e. Is this____?
98
III. Complete the text with words from the box.

call
dialed
directory extension
line
message mobile operator voicemail
I didnt have his number so I called directory enquiries. The (a) ___gave me his office
number. I (b) ___the number, but his (c) ___was busy and I had to leave a (d) __on his (e) __. I
asked him to return my (f) ___. Then, I decided to try his (g) __. I got trough, but there was a
bad (h) ___. When we finally spoke, I could not remember why I wanted to call him!
Speaking
I. What you would say in these situations.
Example: You are the manager. The phone rings and you pick it up. The caller asks Is that
the manager? What do you say?
a. Your female colleague is off work as she has just had a baby. What do you say to the
caller who wants to speak to her?
b. You are in a meeting and you receive a call on your mobile phone. You cannot speak.
What do you say?
c. Leave a message on your colleagues voicemail. Say that you called and ask him or her to
call back when she or he gets the message.
d. You dont catch the callers name. Ask him to spell it.
e. A colleague phones to let you know her hotel number but you cant hear her very well.
You are not sure whether it is fifteen or fifty. What do you say?
II. Practice telephone conversations with your partner:
a .You telephone and ask to speak to John. He is out.
You do not want to leave a message but will call back later.
b. You telephone your partner. Your partner answers the phone. You want to know if he is
doing anything on Saturday morning because you would like him to come swimming with
you. Say when and where to meet.
c. A client calls your office and asks to speak to one of your colleagues. Your colleague is
not in the office.
d. You are late for a meeting with a client. The client is waiting for you in your office.
Lesson 2. Making telephone calls

Warm up
I. Complete this questionnaire about telephone habits.
1. How many hours do you spend on the phone in a typical working day?
2. Do you make more calls, or receive more calls?
make
receive
3. Which do you use most, a mobile or a landline?
mobile
landline
4. How do you feel when answering the phone at work?
completely-relaxed
less comfortable than speaking face-to-face
anxious
5. How often do you make a phone call purely for pleasure?
often
sometimes
rarely
never
6. How do you feel if you do not have your mobile phone with you?
99
relaxed
a little uncomfortable
very uncomfortable I always have it
Lexical exercises
Active vocabulary
I. What is the most appropriate answer?
1. Could I speak to Ms Johnson, please?
a. Hang up and I'll call you back.
b. Yes, I'll put you through.
c. No, I prefer to hang on, it's very important.
d. Yes, I'd like to speak to the person who deals with paying your suppliers, please.
2. Good afternoon. Can I help you?
a. Yes, I'd like to speak to the person who deals with paying your suppliers, please.
b. I'm afraid you seem to have the wrong number.
c. No, I prefer to hang on, it's very important.
d. Hang up and I'll call you back.
3. Is that Ojay and Simpson?
a. Well could you get him to call me back as soon as he gets in?
b. Yes, I'll put you through.
c. I'm afraid you seem to have the wrong number.
d. No, I prefer to hang on, it's very important.
4. I'm afraid he's out of the office and won't be back for an hour or so.
a. Well could you get him to call me back as soon as he gets in?
c. Hang up and I'll call you back.
d. Yes, I'll put you through.
5. I could get him to call you back in a few minutes.
a. Yes, I'll put you through.
c. Hang up and I'll call you back.
d. No, I prefer to hang on, it's very important.
6. There's a lot of noise on the line. Could you speak up?
a. Hang up and I'll call you back.
c. Yes, I'll put you through.
d. Well could you get him to call me back as soon as he gets in?
II. Lorna finally tries to get in touch with her husband at work. He works for a company
called Butler and Crowmarch. Complete her conversation with the receptionist using the
most appropriate expressions.
R: Yes/ Good morning. Butler and Crowmarch.
L: Could I/ I want to speak to Mr. Smith, please?
R: Certainly. Who is speaking/ who are you?
L: Mrs. Smith.
R: Wait/ Hold on, please and Ill try to put you trough. Hello. He is not there/ Im afraid he
is out at the moment.
L: Oh. Do you know when hell/ When will he be back?
R: I am not sure. Would you like/ Do you want me to ask his assistant?
L: Yes, please.
R: Right. Hold on a moment then, please. Hes busy till five/ Im afraid Mr. Smith is in a
meeting until five oclock.
100
L: Oh, Okay. Can I/ Let me leave a message.

R: Certainly.
L: Tell him/ Could you tell him to phone me before he leaves the office? I want him to do
some shopping.
R: No problem, Mrs. Smith. Ill pass on the message.
L: Thank you. Goodbye.
III. Fill in the blanks in the dialogues:
1. A: ____
B: This is Mr. Polo from the Trading House. Could you put me through to Mr. Smirnov,
please?
A: ______
B: When do you think he will be back?
A: ______
B: No thank you. Ill phone him again then Goodbye.
2. A: ____
B: Could I speak to Mr. Smith, please?
A: _______
B: Yes. Ill hold on.
A: _______
B: Yes, thank you. Good morning, Mr. Smith. This is Mr. Nichols.
3. A: Smith & Co. Can I help you?
B: _______
A: Im afraid Mr. Smith is not in the office at the moment.
B: _______
A: Not until Monday morning, Im afraid. Can I give him a message?
B: _______
A: Can I tell him whos calling?
B: _______
IV. Put the dialogue in the right order
a. Speaking
b. Hi Tina
c. Thanks, Tina
d. Ill do it now
e. of course
f. Did you get any message?
g. Youd like me to send directions to the office
h. Can I speak to Tina Star, please?
i. Yes, thats right
j. Could you send them today?
k. Yes I did
l. See you soon
V. Use the words in the box below to complete the conversation.
hold can could here put
just hang calling
can in
Michelle: Hello, you've reached the marketing department. How 1. __________ I help?
Male: Yes, can I speak to Rosalind Wilson, please?
Michelle: Whos 2. ________ please?
Male: Its Richard Davies 3. ______ .
Michelle: Certainly. Please 4. ________ and Ill 5. ________ you through.
101
Male: Thank you.

Michelle: Hello, marketing. How 6. ________ I help?
Male: 7. __________ I speak to Jason Roberts please?
Michelle: Certainly. Who shall I say is calling?
Male: My names Mike Andrews.
Michelle: 8. ________ a second - Ill see if hes 9. ________ . Hello, Jason, Ive got
Mike Andrews on the phone for you ... OK - Ill put him through.
10. _______________ on a moment, Im just putting you through.
VI. Fill in the blanks using the following words:
after, call back, calling, hold the line, in, moment, reach, see, appointment, confirm,
problems, pager, troubled, available.
1. Hello, whos that___?

2. Just a ______, please.
3. Ill ____ if he is here.
4. Ill get information you want; _______, please.
5. You asked me to___ when I was in town again.
6. Sorry, he is not______________ at the moment.
7. You can__him any evening_______six oclock.
8. Sorry to have___you.
9. He isnt in the office at the moment. But I can try to find him on the______
10. I havent got the new number. Shall I call___________________inquiries?
11. Now I can ______ the arrangement we made.
12. There have been some_________ lately, but I think well soon solve them.
13. Can we make another __________ for the next week, then?
Reading
I. Scan the text and find out why a father doesnt want to buy a mobile phone for his
twelve-year-old son. Why do you think he does not want his son to have a phone? Discuss
with a partner.
The latest thing
Every five minutes my children ask me for the latest thing. They tell me that all their
friends have it already and they cant live without it. Our house is full of Game Boys, Play
Station CDs and million other latest things.
But, the one latest thing we have refused to buy is a mobile phone. Our twelve-year-old
wants one, and weve said no. He says hell only use it for texting and he really needs it for
emergencies.
We dont want him to have a mobile phone, because they may be bad for children health.
Unfortunately, when I say, I dont want you to have a mobile phone, because you might get a
brain tumour, he tell me that he doesnt mind.
Why do twelve-year-old boys only want things that are bad for them? Weve already told
him that he cant listen to Rap music-the words are disgusting. And Ive said not to beer with his
meals. Right now, Im saying no to everything.
Then a few weeks ago he asked for something called a BB gun. He says everybodys got
one. Of course they have. He shows me a website full of them and tells me it only fires plastic
pellets. Finally, I say yes. I cant believe Ive said no to phones and yes to guns.
102
In October our son becomes a teenager, and I pray that research will find that mobile phones
are safe even better, that they make young people less moody-and more interested in personal
hygiene. Until then, Im saying no.
Daily Mail
I. Read the text once again and find in the text English equivalents for the following
Russian phrases.
, -, SMS, , ,
, .
II. Define if the sentences are true (T) or false (F). Correct the false ones
T
F
my children seldom ask me for the latest thing
mobile phone is good for children health
father says no to everything
everybodys got a BB gun
father has bought a mobile phone
boy needs a telephone for playing games
III. Discuss the following:

Who is the youngest person you know with a mobile phone?
What are the arguments for and against letting young children have mobile phones?
At what age do you think its okay for children to have a mobile phone?
You can find more information

http://englishplace.wetpaint.com/page/For+And+Against+Essay+-+Mobile+Phones
http://www.cam.net.uk/home/nimmann/eco/no-to-mobile-phones.htm
http://www.helium.com/knowledge/21033-the-case-against-cell-phones-in-schools
Listening
I. Mandeep Bains works for an airline catering service in Singapore. Their business is
supplying in-flight meals to airlines. She receives a phone call at her office. Listen to the
two parts of her telephone conversation and correct the message below.
Jackie Westingouse rang on Monday
Her company had problems with their phone lines, so we cannot get information about
flights NOA 567 departing Singapore to San Francisco at 09:45 on Sunday, and flight NOA
1145 leaving at 22:30 the next day. She will email passenger numbers
II. None of the phrases below appear in the conversations. Listen to the phone
conversations again, and write down the language used instead of each phrase below.
Say that again.
____________________________________________
There is the problem.
____________________________________________
Dont speak so fast.
____________________________________________
I dont know your name.
103
____________________________________________
The letter e.
____________________________________________
Do you understand?
____________________________________________
I dont understand.
____________________________________________
I understand.
____________________________________________
Repeat the information.
____________________________________________
Speaking
I. Make up the dialogues using the following phrases and translate them into English.
Dialogue 1.
, / / /
, / , / /
/ - ,/ (), -
.
Dialogue 2.
, ,/ - ,/ ?
/, /
, ,/ ,/ .
II. Translate the dialogues:
a) Operator: Hello, Frank and Brothers, How can I help you?
Peter: This is Peter Jackson. Can I have extension 3421?
Operator: Certainly, hold on a minute, I'll put you through.
Frank: Bob Peterson's office, Frank speaking.
Peter: This is Peter Jackson calling, is Bob in?
Frank: I'm afraid he's out at the moment. Can I take a message?
Peter: Yes, Could you ask him to call me at. I need to talk to him about the Nuovo line, it's
urgent.
Frank: Could you repeat the number please?
Peter: Yes, thats, and this is Peter Jackson.
Frank: Thank you Mr. Jackson, I'll make sure Bob gets this message.
Peter: Thanks, bye.
Frank: Bye.
b)! - ?
, .
, ?
, . -?
, . .
c) Caller: Could I speak to Mr. Brown?
Secretary: Mr. Brown is not available right now.
Caller: Could you tell him Mr. Fisher phoned?
Secretary: Sure. Let me take down your number.
Caller: If Mr. Brown isnt in, could I speak to someone else?
d), - . ?
, - .
?
104
-
- . . ?
, .
. , .
e) Secretary: Hello, this is Mr. Greens secretary. What can I do for you?
Caller: Could I speak to Mr. Green, please?
Secretary: I am putting you through. Go ahead, please
Caller: Mr. Green? Hello.
f), - . ?
- .
, . .
.
g) Secretary: Mr. Wilsons office. Can I help you?
Caller: Id like to speak to Mr. McGregor.
Secretary: Sorry, you must have the wrong number. I dont know anyone by that name here.
Caller: I am very sorry
Writing
I. Follow up the message you have read before in the Listening section. You are Mandeep,
and you have to send an email to the head of Logistics, Lee Pheng, reporting all of the
information from the call.
II. Write an essay on the following problems:
1. Mobiles should have health warning
2. Are mobile phones a health hazard?
Project work
Mobile telephones have become very popular nowadays. However, some people say that
their use should be restricted.
What can you say for and against a mobile telephone?
Use the following plan:
1. Introduction (state the problem)
2. Arguments for.
3. Arguments against.
4. Conclusion.
Make presentations.
Resources recommended:
http://ezinearticles.com/?Uses-of-Mobile-Phones-in-Our-Day-to-Day-Life-are-JustExpanding-Day-by-Day&id=414943
http://www.rifcomobile.com/articles/how-mobile-phone-make-our-life-different
http://www.guardian.co.uk/science/2003/jun/23/sciencenews.newmedia
http://bouteiller.wordpress.com/2008/05/07/the-advantages-and-disadvantages-of-mobilephone/
Lesson 3. Telephone arrangements

Warm up
105
I. What are some problems that irritate you when telephoning? Look at the list of
complaints. Put them in order from 1 to 5 (5 being the most irritating).
waiting on hold for too long

not being get through
not being able to see facial expressions
having to repeat the same information to different people
talking to rude operators
Add three or more new complaints to the list.

Reading
Mobile Madness
I went to the opera the other night to watch Madam Butterfly and just as she was
about to kill herself, with the knife above her head, a mobile phone started to ring
somewhere in the opera house.
British people seem to have gone mobile mad. 20% of British people spend an astonishing
quarter of their day on mobile phones. We have become so obsessed with the little gadget that
we can't leave our house without it! One in three people confess to having used their mobile in
the bathroom! The question of mobile telephone addiction is now being taken seriously in many
countries. Special clinics are now offering therapy to people who cannot live without their
mobile. A Scandinavian driver had to receive treatment in a specialized clinic for his addiction
to SMS texting (short message services). The twenty-five-year-old worked nights and spent his
daylight hours sending an average of 217 text messages per day. His quarterly mobile phone bill
quintupled to 12,000 crowns (967) unaffordable on his Danish driver's salary, in Britain, a
nineteen-year-old girl asked for help because she would rather spend money on pay-and-go
vouchers for her mobile than on food or clothes. She admits to sending around 1,600 text
messages a month. I only feel happy when I hear my mobile beeping. When I don't have any
credit left I become depressed. I need to check my mobile every two minutes. I stopped going to
classes at college because I couldn't answer my phone.
Young Users
Over half of children with mobiles prefer to text rather than chat to stay in touch, and there
is one report that claims that the thumbs of young children are getting bigger and stronger
because they spend so much time texting and playing computer games. It is true that children
use their thumbs more than adults nowadays. Adults use their index finger to dial or text, press
the button in the lift, key in information on the computer or calculator and so on, but most young
children will use their thumbs.
The mobile phone industry claims that it does not target the under-sixteens. But it is true
that the adult market is beginning to slow down. OFTEL, the industry regulator in the UK,
maintains that three quarters of the adult British population now own a mobile phone. To
increase sales of mobile phones to the younger age groups, mobile phone companies have
created a range of gimmicks to attract young children fancy ringtones using the latest pop
songs, screensavers using popular cartoon figures such as Harry Potter, Spiderman, and even
Winnie the Pooh. Many companies now offer short videos, photographs, even online jokes! Not
surprisingly, the number of very young mobile users, between the ages of five and nine, has
jumped from 80,000 in 2000 to nearly 1,000,000 now. 33% of children between the ages often
and fourteen now have their own mobile.
Music or Mobile?
Young people used to spend large amounts of money on music, but the latest studies reveal
that people under the age of twenty-five now spend five times more money on mobile phones
106
than they do on music. A recent study found that this age group annually spends 3 billion of its
disposable income on mobile handsets, calls, and data, compared with just 600 million on CDs
and other music formats. Under-25 are spending 107 million on mobile music in the UK each
year; equivalent to 75 million ringtone downloads. In contrast, music industry figures indicate
that CD single sales have fallen 30 to 50% during the same period.
Mobile phones and accessories account for almost 70% of British under-25s'spending. On
average people in this age group spend 238 on their mobile phone compared to only 49 on
music.
With the constant advances in mobile telephony, these figures can only increase.
II. Read the text once again and find in the text English equivalents for the following
Russian phrases.
-, , /,
, , , ,
, , /, /,
.
III. Read the first three paragraphs once again(to ____'Most young children will use their
thumbs'). and define if the following statements are true (T) or false (F).
1. A quarter of British people spend 20% of their day on mobile phone.
2. 33% of people say that they have used their mobile in the bathroom.
3. The nineteen-year-old British girl sent more text messages per month than the Danish
man.
4. The Danish man's mobile phone bill went up five times.
5. The British girl gave up going to classes at college because she couldn't use her mobile.
6. Most children use their mobile to speak with their friends and to play games.
7. Children use their thumbs to operate their mobiles because this finger is the strongest.
IV. Read the second half of the text to the end, and answer the following questions.
1. How do the mobile phone companies target young children?
2. How has the number of young mobile users changed in the last few years?
3. What trends can be seen in the spending habits of teenagers and under-25s?
4. What does the author think will happen in the future?
V. Find the words in the text that match the following definitions 1-8.
1.
2.
3.
4.
5.
6.
7.
8.
A small device this is a word sometimes used when you don't know the correct name.
The treatment that ill people receive to help them recover.
When something is too expensive for your budget or possibilities.
To send a written message on your mobile.
Things used to attract the interest of potential buyers and to promote sales.
The sound that your mobile makes when someone calls you.
The money you can spend after you have paid for essential items.
Extra components that you can buy to add to another device.
VI. From having read the text, who do you think might say the following? Choose one of
the people from the box. The sentences do not appear in the text.
a doctor a teacher
a parent
an eighteen-year-old girl
I like the new games and I send lots of messages to my friends.

She was suffering from depression and needed treatment seriously
107
a young boy
I gave him one when he was eight because I wanted to be able to contact him at all times.
Im in constant touch with all my friends and I use it for my diary as well.
I make them turn them off before they come in.'
Listening
I. Delia is to trying to find a replacement speaker for a conference on health and safety at
work. She is phoning the National Association of builders.
1. Listen to the first conversation, and answer the following questions.
a. What department does Suzanne work for?
b. What advice does she give to Delia?
2. Listen to the second conversation and answer the following questions.
a. When is the talk happening?
b. What does the man recommend?
3. Listen to the third conversation and answer the following questions.
a. What help does Peter James give?
b. What number does he give to Delia?
4. Listen to the fourth conversation and answer the following questions.
a. What money does Delia offer to pay?
b. What do Delia and Alastair agree to do?
5. Look at the extracts from the four telephone calls below. Complete them with the
phrases used by the speakers.
1. I dont know if youbut Im organizing a conference about Health and Safety at work.
Im ..someone who could give a talk about the new safety standards.
2. Im interestedsomeone who could give a talk.
3. Do you know who I.or what department could help?
4. I am putting..now.
5. My name is Delia Wilson from A&G Construction. I was............your PR department.
6. I have just been speaking to awho said I should speak to you.
7. I understand Id really..if you could recommend someone else, though.
8. I got your number from Peter James, who said that you..
6. Listen to the third conversation between Della and Peter James again and look at the
notes below. Try to reconstruct the conversation with your partner. Change roles when you
finish.
Della: Tell Peter who you are, and why you are phoning (you want him to speak at a
conference).
Peter: You would like to give the presentation but you are busy. You suggest your colleague
Alastair Wilkins does instead. Alastair is not in his office, so you give Della his mobile number:
564 77 0808.
Speaking
Work in pairs and make a dialogue according to the situation.
STUDENT A
STUDENT B
You want to speak to the Head of Sales at
Student A telephones you and asks to speak to
Bond & Co., a company which
the Head of Sales who is not in the office at the
manufactures silk ties, because you want to
moment, so you offer to take a message.
stock their ties in your department store. You Explain that the Head of Sales is not available
telephone the company. The Head of Sales is and ask if you can take a message, find out your
not in his office so you leave a message with callers name and a contact number for him/ her,
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Student B, a Sales Representative.
ask what message the caller wants to leave. Be

careful with telephone language and ask your
partner to spell things if necessary.
Writing
Write the short email that Della sends to Alastair Wilkins. In your email thank him for
agreeing to speak at the conference and include the most important details about the conference.
Remind him about the phone call at 11:00
Lesson 4. Multilingual Internet

Warm up
The Internet is so big, so powerful and so pointless that for some people it is a complete
substitute for life.
Andrew Brown,
Web site designer
I. Answer the questions.
How much time do you spend surfing the Internet?

Do you ever join online discussion groups or chat rooms?
Do you book things like flights and hotel rooms on the Net?
What are advantages and disadvantages of buying online?
Would you search for a job on the Internet?
Would you consider looking for a partner in cyberspace?
II. Look at the e-businesses. What products or services do you think they offer? Discuss
with a partner.
III. Which of these Web sites would you be curious to visit?

Active vocabulary
Match the words and their definitions given below.
Term
1.Net (internet)
2. Web(world wide web)
3.Cyberspace
Definition
a) an internet advertisement
b) a picture or symbol that represents an
instruction for your computer
c) describing electronic information that is put
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into a scrambled form that can only be used if

decoded
d) exploring the net, moving from one location
to another
e) a magazine on the web
f)a connection, usually underlined or in picture
form (an icon), which allows you to jump to
another page on the Web
g)short for electronic mail, mail or messages
sent to others via the Internet
h) an attachment that allows computers to
exchange through telephone lines
i)the Web or Www is a part of the internet
consisting of documents (web pages) stored on
computers around the world and providing a
vast amount of information
j)computer
networks worldwide that are
connected together and that exchange
information; some call it the information
Superhighway
k)a place on the Web where you can have
conversations (chat)on-line by typing and
receiving messages from others
l)describing a computer that communicates
with the user, asking questions and responding
to answers
m)refers to the Internet and the space in which
information is available
n) to be connected to the Internet
o)a company that gives access to the Internet
for a fee
p)the first page you see that contains links to
other pages and more information when a
company (or individual) is on the Web
q)describing electronic information that is put
into a scrambled form that can only be used if
decoded
r)the computer programs or instructions that
control the function of a computer
4. Online
5.Service provider
6. Chat room
7. Modem
8. Link
9. Email
10.Home page
11. Cyberstore
12.Webzine
13. Software
14. Interactive
15. Encrypted
16. Surfing the net
17. Icon
18. Banner
Reading
The Web as a Sales Tool

Aside from the tremendous increase in use of the Internet by all segments of the population
(15 million households in the United States alone), businesses in particular are using the Net as a
marketplace.
As a businessman or woman with a computer and modem, you can research just about
anything, finding links to resources for your business. And now, the Internet itself is being
transformed into a marketplace: advertisements, sales brochures, cyberstores, and webzines are
110
offering everything for sale. Businesses are looking to the Net as a current and future marketing
tool.
Whether you are using the Net for private research, or just for fun, you will certainly
encounter your business colleagues discussing the latest thing they saw online, and you will
want to be informed.
There is discussion today about how beneficial the Web is as a sales tool. Many companies,
even those with a tremendous presence on the Web, are not making a lot of money. They are
positioning themselves for the future, with hopes that buying on-line will become an everyday
event.
The question that must be answered is whether the World Wide Web will remain a place of
information, or involve into a profitable marketplace for businesses.
Actually, if you trace the history and growth of the Internet, you will realize that
extraordinary progress has been made. In the last decade, the number of personal computers has
multiplied to the point that potential vendors of products and services now see tens of millions
of customers to whom they can market their products. As consumers become more relaxed and
secure about buying on-line, market potential will rise.
Because of this potential, banner ads are everywhere: on Home Pages, magazines or
webzines, hidden on bulletin boards or behind provocative icons. Cyberstores offer
everything from automobiles to vacation cruises.
The most successful vendors are those that mainly transact business by phone, selling a
product that does not have to be present physically.
If you know the title or author of a book you want to buy, it is easier ordering it by computer
than going to the bookstore. Besides, you may get a discount from a Web vendor, or save sales
tax, even though you have to pay for shipping.
Will the commercial aspect of the Web overcome or replace its informational function?
A major problem vendors have is that banner ads are not seen unless they are selected
(clicked on) by the consumer. The fact that suffers can bypass an advertisement means that
there is no assurance it will be read.
Another problem is that people fear giving personal information on-line, such as credit card
numbers or a personal address. Although most sites will encode or scramble this information,
consumers are wary about giving information to a computer, even they may freely give the same
information to a strange voice on the phone.
Thus, a company can spend a good deal of money, with no assurance of the size of its
market. Even a provocative and colorful banner is easy to be ignored, when a Web surfer is
looking for information instead of something to buy. If this aspect of Web advertising changes
and new approaches are implemented, then commercialization may overtake the Web.
A growing use of Web technology is the Extranet, which is a companys private link with
its corporate customers. (The Intranet is the companys internal network with its employees.)
General Electric. The most successful example of extranets grosses over a billion dollars a year
in sales.
From The European
I. Find in the text English equivalents for the following Russian phrases.
, -, /, ,
, , , , ,
, -, .
II. Read the text once again. Define the main idea of each paragraph.
III. Which of the following topics does the text discuss?
a) net is a marketing tool
b) the growth of the Internet
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c) buying on-line
d) commercial aspect of the Web
e) advertising
IV. Look at the sentences below about the usage of the Internet as a sales tool and mark the
sentences true (T) or false (F) according to the text.
1. In the last decade the number of consumers has multiplied.
2. Banner ads are very popular nowadays and you can see them practically everywhere.
3. There is a question about the role of the Internet as a place of information or as a
profitable market place for business.
4. It is easier to go shopping than to order by computer.
5. People freely give personal information on-line.
V. Answer the questions upon the text.
1. Why the Internet has made extraordinary progress?
2. Where can the consumer see banner ads?
3. What do cyberstores offer?
4. What is the major problem vendors have?
5. Do people freely give personal information?
6. What is the difference between extranet and intranet?
7. In what case commercialization may overtake the Web?
8. Do you know any successful examples of extranets?
Listening
I. You are going to listen to Magda, a college librarian, showing Vijay how to order a book
online.
1. Match the words in the box with the definitions af below.
lick
cursor
favorites
password
online
mouse
a. secret word that gives you permission to do something____________________

b. connected to the Internet___________________________________________
c. the flashing line which indicates your position on the screen________________
d. a device you use to control movement around the screen and to select items___
e. a list you use for quick access to websites you visit regularly_______________
f. you do this to select an item_________________________________________
2. Listen and decide if the statements are true (T) or false (F).
a. Magda has ordered books from Orinoco before.
b. Vijay types in the authors name.
c. They check the details at the checkout.
d. Vijay types in the password.
3. Listen to these extracts from the conversation and complete the instructions.
1_____________, use the mouse to move the cursor to favourites.
2______________the shopping basket in the corner of the screen.
3______________that the details are the same.
4______________youve only ordered one copy.
4. Which words does Magda stress in her instructions? Practice saying them.
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5. Now put the words in these instructions in the right order.

1. typesureyoumakeyourinfirstpasswordallof
2. movetotheshoppingthebasketcursorclickiconandonit
3. screenthearoundusemovethecursortothemouse
6. Have you or anyone else in the group ever ordered anything online? What stages did you
have to go through to place your order?
Lexical exercises
Active Vocabulary
I. Match the words to the correct definitions.
1. Chat room
2.E-commerce
3. Joystick
4.Cyberspace
5. Desktop
6.Multitasking
a)the ability of a computer to run several programmes at once

b)the screen you see after youve switched your computer
c)an area on the Internet where people can communicate with each other
in real time
d)the business of buying and selling goods and services on the Internet
e)a stick which helps you move in computer games
f) the imaginary place where electronic messages, information pictures,
etc. exist when they are sent from one computer to another.
II. Complete the text using the missing words.

bug
click crash memory
menu mouse
notebook
virus window
I had a terrible evening. I got home late from work and still had a report to finish. As you
know, my computer is really old and slow-I really need to install more (1) ________. Anyway,
when I tried to double (2) ______on the file I wanted to work on a (3) _____appeared telling me
that the file could not be opened. So I decided to try opening it using different programmes but
that only made my computer (4) ____completely. The screen went blank and the (5) _____froze.
By this time, I was tearing my hear out-it was past midnight and I still hadnt started working on
that report. I phoned my computer guru friend, Matt, and he told me I probably had a (6)
______in my system. I must have got it from one of those stupid joke e-male attachments-you
know, like the Love (7) ____one. I had to resort to using my (8) ____but I hate the keyboard
on it-its too small. At least I got my report finished. Matts going to send me some software to
fix the problem. He also told me in future to go to the applications (9) ___and launch a good
protection programme before opening unknown files. Good advice and better late than never, I
suppose.
III. Read the dialogue Web Talk in pairs.
Sam: Hey Kira, hows it going?
Kira: Busy! Yourself?
Sam: Not so bad. Have you checked your email lately?
Kira: No. Why?
Sam: I emailed you a page from Amazon.com. I was ordering a book on-line on business
correspondence and they had a link to some other business books. I know you have been
looking for something on charts and graphs, and I came across a few titles, so I emailed
them to you.
Kira: Thanks a lot. Ill check it out.
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Sam: You know, I should be working, but its so easy to get carried away on the Web, I
spend more time than on my work! Every morning, I check out the news, the weather report,
new movies in town, and go to my favourite news groups. By then I need a coffee break.
Kira: Which usenet groups do you like?
Sam: I like to keep up with computer technology so I go to the Mac and IBM PC groups.
But I also explore other cities-everything from UFOs to alternative medicine. Its an
education, but sometimes the time just flies and I get really behind in my work.
Kira: You know, I hardly have time to check my email much less surf the Net. My job is
killing me!
Sam: The newspaper of the future will be beamed from our computer onto reusable
electronic paper-I saw a television program on it. Its incredible! I guess well have to throw
out our computers and buy new ones.
Kira: That doesnt surprise me at all. Ive been doing that every two years anyway!
II. Mark the sentences right, wrong or doesnt say.
R W Doesnt say
1. Kira has not checked her email yet.
2. Sam was ordering some magazines on-line.
3. Sam came across some interesting educational articles.
4. Sam surfs the Internet every day.
5. Kira has much time to use the Internet.
1.
2.
3.
4.
5.
III.Read the dialogue again and make up your own.

Speaking
I. In pairs exchange your ideas about the following:
1. What exactly is the Internet?
2. The future of the Internet
3. Computer revolution
4. What is the Internet?
5. What is the most popular Internet service?
6. Whom do you pay for sending e-mail messages?
7. What advantages does it have over other media, such as TV, magazines and newspapers?
8. Whose responsibility should it be to check exactly what material goes on the Internet?
9. How do you think the Internet will develop over the next few years?
II. Fill in the table to summarize the Internets advantages and disadvantages
Writing
I.Read the letter written to a newspaper advice column. Discuss possible solutions with a
partner and then write a reply to the woman.
My husband has addicted to the Internet. Day and night he chats to an American woman,
sometimes intimately. We have been married for 27 years and a few months ago he told me he
114
wanted a divorce. I found out hes been sending flowers to this woman he met on the Internet
and he intends to go over and visit her. He talks all the time to this woman. What can I do?
2. Write an essay
How might a multilingual Internet help you in your studies/ work

How do you think the Internet will develop over the next few years?
Discussion
Work in groups of four and debate the following issue:
1. It is the responsibility of the individual to censor what he/she views on the Internet.
2. The pros and cons of the Internet
3. The real world of the Internet
4. The main use of the Internet
5. Internets addiction
http://en.wikipedia.org/wiki/Internet
http://www.virtual-addiction.com/
http://www.bewebaware.ca/english/internetaddiction.html
http://www.addicted2internet.com/
http://www.livinginternet.com/i/iu.htm
http://futureoftheinternet.org/
http://www.pewinternet.org/Reports/2008/The-Future-of-the-Internet-III.aspx
http://www.rockymtnweb.com/free/advanced/internet-cons.htm
http://www.asiamedia.ucla.edu/article.asp?parentid=80542
Lesson 5. E-mail
Warm up
What do you know about E-mail?
What things do you have to think about when writing an email to someone you have not
met or emailed before?
What kind of first time emails do you receive?
How would you start each email?
Who do you exchange friendly emails with at work? Who was the last one to/from?
How do you make an email sound friendly rather than just business-like?
Active Vocabulary
For those who are unfamiliar with the Internet, email is
electronic mail. We send and receive this mail via our computers
and phone lines (modems). This is fast becoming the most widely
used form of communication, at least in the United States, where
thousands of Internet service companies exist, and where the
phone and service charges are minimal. It is less expensive than a
phone call to any place outside of ones local area, and especially
overseas, it is as easy as sending a fax (facsimile) and it takes
little time. An additional benefit is that one can skip the formalities of a regular letter
Email is typically shorter and a more relaxed way of sending messages; it is particularly
practical if you do not want to call long distance because of a language barrier or the expense.
115
When language is an obstacle, sending an email is a blessing; after all, it is easier to see the
message than have to speak on the telephone.
how to start
Further to our phone
conversation,
You may remember
Thank you for sending
With reference to,
I have been advised to
contact you
formal vocabulary
I am afraid I will not be able
to attend the meeting on
Friday.
passive voice
Your invoice will be sent next
week.
I was told we would receive
a 10% discount.
You can often omit I, Im

and Its
Will call you tomorrow after
lunch.
Not sure if you got my last
email.
Email Structure
new information
As you may be aware,
Were hoping to
Formal emails
fewer phrasal verbs
If any problems arise
We will test the prototype
They may eventually sell
infinitive with to
We need to take a shorter
lunch break to bring us into
line with Europe.
Informal emails
you can omit the verb clause
More news tomorrow
Great performance last night!
friendly sign-off
Thank you again for your
help.
I hope to hear from you soon.
complicated phrases
We will not transfer the
amount on the invoice until
we have received our
complete order in perfect
condition,
However long that may take.
in oder to and so as to:
Youll have to finish the
project by Friday in order to
get it to me the following
Monday.
I was hoping for a more
modern design so as not to
attract the wrong type of
clients.
you can omit the word that
Just let you know () Im
thinking about your proposal.
Sorry to hear () youre
leaving the company.
When writing a forceful email, you can use these phrases to get the recipients attention:
I am writing to remind you that
I feel you should be made aware of
I would like to point out that
You can use these phrases to make the consequences of the problem clear:
This has led to
This has caused
This has resulted in
Lexical exercises
116
Active Vocabulary
I. Read the emails below. For each, choose the best subject line.
1.
a. Office designsLondon
b. Meeting your office
c. Anton Bergnew offices
2.
a. Brussels Conference
b. Programme changes
c. Theatre tour, USA
117
118
II. Would you write a formal or an informal email in the following situations?
1. Agreeing to meet a colleague for lunch.
2. Complaining to a supplier about a mistake in an order.
3. Requesting information from an official website.
4. Attaching the agenda for a meeting in an email to a colleague abroad.
5. Apologizing for a delay in delivery to a customer.
6. Sending your boss a report.
III. Some of these phrases are used formally and some informally. Choose the correct
order.
Formal
Dear John
Hi John
Im writing to inform you that
Im writing to let you know that
We are having a get-together
We are arranging a meeting
Id like to apologize for
Sorry about
Let me know if you can make it
Let me know if you can attend
I would be very pleased to come
Id love to come
This is to let you know about
Just to let you know about
IV. Read the emails below and explain why the writers use a formal style.
119
Informal
V Read the emails again and write the formal equivalent next to these informal
expressions.
1. Please get in touch.
____________________________________________
2. I am not happy.
____________________________________________
3. Thanks for your email about
____________________________________________
4. Please
____________________________________________
5. Im sorry for any problems.
____________________________________________
6. We sent you order
____________________________________________
7. I am sorry to tell you
____________________________________________
8. I am writing to let you know
____________________________________________
VI. The following table shows some phrases you can use to be friendly in both formal and
informal emails. Find the corresponding phrase and complete the table.
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VII. Write the sentences in this letter in the correct order.

Dear Mr. Green
a. Members of our sales team will present the service
b .after the presentation
c. We would like to invite you to lunch of
d. and there will be an opportunity to ask questions
e. there will be dinner in the main restaurant
f. our new courier service on 6 March
g. I very much hope that you can attend
j. at the Grand Hotel at 6:30 p.m.
Best regards
Peter Pod
Writing
Write one of the following emails. Invent any details you need.
I.1. To Hans Mauer, car-leasing, to request a test-drive of a car
for your office use. Offer to telephone at a time suitable for him.
2. To Anna Wilson, requesting a demonstration of a new intercom system.
You have her name from a friend, Ted Collins, whose offices have
had this installed. Offer to telephone at a time suitable for her.
3. To Noriaki Kasogi, product manager of a tire factory in Japan.
You want to tell him the dates of the Automobile Exhibition in Detroit and find out if he
wants you to arrange a hotel for him.
4. To Miranda, an American friend who you are hoping to meet at the conference you are in
charge of next month. You are enclosing the conference information and you want to meet one
night for dinner.
II. You are visiting Switzerland on a business trip next week with your colleague.
Write an e-mail to your colleague:
thanking him or her for booking your tickets
apologizing for losing the itenary he or she gave you
asking him or her to send it to you again
121
Unit VII.COMPANY STRUCTURE

Study types of companies and business organization forms in Russia and other
countries; analyze the structure of the company according to different criteria, learn
how to compose company portfolio and research competition of companies.
Lesson 1. Types of companies

Warm up
I. How many different ways of organizing a company can you think of? Think of
departments, products, markets.
II. If you work for a company or a firm, how would you describe the company
structure?
III.Match the information about these multinational companies to the correct company
logo.
Company logo
Company activities
The company says
The third largest record
a. We are committed to
company in the world. It is also providing high quality
the world's largest publisher of
food
songs and music.
The worlds largest hamburger
restaurant company. It has over
19,000 restaurants in 100
countries.
b. We lead the world in

the provision of news and
financial information to
broadcasters, newspapers,
financial markets and online services.
This company provides news

and financial data to the
business community.
c.We aim to be the

world's premier music
company in all aspects of
our business.
This company is an
international air-express carrier.
It delivers packages and
documents all over the world.
d.We keep your

promises.
II.Work in groups. Choose one of these companies.

BMW
Coca-Cola
Nike
Levi Strauss & Co
Microsoft
Walt Disney
Write what you know about:

1. what each company produces or
provides
2. where the company started
3. where the company operates

4. who its main competitors are
Reading
122
There are many forms of business organization. Some businesses consist of just one person,
while others employ thousands of people. Some businesses make products, while others are
involved in providing services.
Describing a company
All business organizations:
consist of a group of people who form a structure;
have a structure with rules and authority;
follow a set of objectives;
use economic resources.
There are several ways in which a company can choose to organize itself, and we are going
to look at the most important of these. We will take an imaginary company, Computercorp, and
examine how it could organize its operations. The company produces computer hardware and
software, and sells its products around the world. Its customers are business users and
consumers.
ORGANIZING THE COMPANY:
Horizontal differentiation
The term refers to the way in which a companys activities are divided into distinct units.
The most popular forms of horizontal differentiation are shown below.
Organization by function.
The top management of Computercorp might decide that the company should be structured
according to the functions it performs. The main function of the company are research and
development, manufacturing, marketing, and finance. If the company chooses a functional
structure, the result will look like this:
Chief executive
Research and
development
Finance
Manufacturing
Marketing
Organization by product
Computercorp makes two kinds of products, hardware and software. Top management may
think that these products are so different to each other that it is better to organize the company
on the basis of the different products it makes. If the company chooses a product structure, the
result will look like this:
Chief executive
Hardware
Software
123
Organization by location
A third alternative is to structure the company on the basis of location. Computercorps
headquarters are in London, but it has offices around the world. If the company chooses a
location structure, the result will look like this:
Chief
executive
America
Europe
Britain
Organization by customer
Another way to structure the company is by reference to the kind of customer that it serves.
Computercorp sells its products to business users and consumers, so this kind of organizational
structure will look like this:
Chief executive
Business users
Consumers
Vertical differentiation
This term refers to the number of management levels in a company. A company with many
levels is known as a tall company. It looks like this:
Chief
Executive
Finance
Director
Marketing
Director
Production
Director
Traditional manufacturing companies are tall organizations. There are many levels
in the hierarchy, because there are many different production processes. Other examples of tall
organizations include government bureaucracies and military organizations.
This kind of organization is difficult to control, and the lower levels in the hierarchy usually
have to obey very precise rules, rather than plan their own work.
Jeremy Fitzerald, Management, Black Cat Publishing, 2001, p. 47-57
124
Lexical exercises
I. Complete the sentences below with the correct word from the following:
resource
authority
tall
informal
flat
horizontal
formal
objective
structure
vertical
a. A business organization consists of a group of people who form a .
.
b. A business organization has rules and .. .
c. A business organization follows a set of .
d. A company uses economic .. .
e. The division of a companys activities into different units is called .......
differentiation.
f. The number of management levels in a company is called .
differentiation.
g. A .. organization has very few management levels.
h. A .. organization has a lot of management levels.
i. An organization with a stated purpose or objective is called a ..
organization.
j. An . Organization does not exist to meet formal objectives.
II. The words below all come from the text. Use your dictionary to complete the chart to
show the different forms of each word.
Noun
Verb
Adverb
Adjective
organizational
financially
market
user
manage
---------------controllably
--------------formal
structurally
-----------
employ
------------
power
Listening
You are going to hear two people who work in tall organizations talking about their job.
Listen carefully to what they say, and answer the questions that follow.
Speaker 1
1.
2.
3.
Speaker 2
4.
5.
What is the speakers job?

What makes the job challenging and interesting?
Does the speaker make a lot of decisions?
What is the speakers job?
Why is he disappointed in the job?
125
Case study
I. Read the text for general understanding.
Types of companies in the USA and Great Britain

1. Partnerships.
This type of company is not wide spread nowadays. These are usually barrister offices,
consulting firms or family enterprises. The name of such company usually includes surnames of
the partners, for example Wilson & Sons, Smith, Johnson & Brown.
Unlimited partnership is an association of two or more people (up to twenty) doing
business in this or that field with the purpose of getting profit. The partners of such company
bear unlimited responsibility by their partnership agreement.
Limited partnership includes full partners, who manage the business, and limited
partners, who do not take an active part in it. Full partners bear complete responsibility, while
the responsibility of limited partners corresponds to their shares.
2. Limited Companies & Joint Ventures.
Mostly widespread type of companies is the registered company, i.e. the company
registered by the Companies Law. It can be a Public Limited Company or a Private Company.
Public Limited Company (Plc.) is the company, which has the right to sell its shares to
the people, and must publish information about its activity.
Private Limited Company (Ltd.) cannot sell its stocks to the public.
In the USA limited companies are called corporations. They have letters Inc. in their
names, which mean that this company is incorporated-registered as a corporation. A private
limited company is called Close Corporation C-Corporation in the USA. But the difference
between public and private companies is very small here, and most of the companies have just
Inc. in their names.
If two or more companies realize one project together they create a Joint Venture. It is not
only a company having foreign investments, but also the unit of two or more firms. Usually joint
ventures fall apart after the project is fulfilled.
II. What are the Russian equivalents for the following words:
Unlimited partnership ___________________________________
Limited partnership_____________________________________
Registered companies ___________________________________
Public Limited Company ________________________________
Private Limited Company________________________________
..Joint venture___________________________________________
III. Answer the questions:
1) What are the two types of companies in the USA and Great Britain? What is the
main difference between them?
2) What does a partnerships name usually consist of?
3) What is the difference between unlimited and limited partnership?
4) What is the mostly wide spread type of companies in Great Britain? Why are
they called registered?
5) What is the difference between the public and private limited companies?
6) What does the abbreviation Plc stand for? Ltd? Inc?
7) Joint venture is the company, which has foreign investments, isnt it?
126
Lesson 2. Business organization forms

Warm up
I. Guess the meaning of the words in bold and ask your group mates questions using
the new words and word combinations.
Companies are involved in many activities, for example buying, selling, marketing and
production, in a range of different industries, such as information technology,
telecommunications, film and car manufacture. Many well-known companies are
multinationals; these are companies which operate in a number of countries. Multinationals
often have a complicated structure. There is usually a parent or holding company. This
company owns other companies or parts of other companies. These other companies are called
subsidiaries.
II. Find examples of companies based on the following types.
Businesses are usually structured on one of three basic business structures: Sole
Proprietorship, Partnership or a Corporation.
A sole proprietorship is an unincorporated business owned only by one person. Its the
most simple and basic form of business organization. Without you, the owner, the business
wouldnt exist. As the sole business owner, you take on all the responsibility, the liabilities and
the risks. Of course, you also completely benefit from the profits.
A partnership is a business established by two or more people. Each person contributes
something to the business whether its money, labor, skill, or property. In turn, the partners
share the profits along the lines of the investment input.
Corporations are businesses where the shareholders transfer money and/or property for the
companys capital stock. Profits of the corporation are distributed according to investment in the
capital stock. A corporation can take some of the same deductions as a sole proprietorship, and
also offers special tax deductions that make corporations attractive.
Reading
I. Read the text to grasp the general idea.
II. Give Russian equivalents to the underlined words and word combinations.
A business may be privately owned in three
different forms. These forms are sole proprietorship, a
partnership and a corporation. A sole proprietorship is
the most common in many western countries. For
example, more than 80 per cent of all businesses in the
United States are sole proprietorship.
But it is evident that sole proprietorships do not
do the greatest volume of business. They account for
only 16 percent of all business receipts, for example, in
the USA. What kind of business is likely to be a sole
proprietorship? First of all, service industries such as
Laundromats, beauty shops, different repair shops, restaurants.
A partnership is an association of two or more persons to carry on a business for profit. When
the owners of the partnership have unlimited liability they are called general partners. If partners
have limited liability they are limited partners. There may be a silent partner as well a
person who is known to the public as a member of the firm but without authority in
management. The reverse of the silent partner is a secret partner a person who takes part in
management but who is not known to the public.
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Any business may have the form of the partnership, for example, in such professional
fields as medicine, law, accounting, insurance and stockbrokerage. Limited partnerships are a
common form of ownership in real estate, oil prospecting, quarrying industries, etc.
Partnerships have more advantages than sole proprietorships if one needs a big capital or
diversified management. Like sole proprietorships they are easy to form and often get tax
benefits from the government.
Partnerships have certain disadvantages too. One is unlimited liability. It means that each
partner is legally responsible for the whole business. Another disadvantage is that partners may
disagree with each other.
A business corporation is an institution established for the purpose of making profit. It is
operated by individuals. Their shares of ownership are represented by stock certificates. A
person who owns a stock certificate is called a stock-holder.
There are several advantages of the corporate form of ownership.
The first is the ability to attract financial resources. The next advantage is the corporation
attracts a large amount of capital it can invest in it plants, equipment and research. And the third
advantage is that a corporation can offer higher salaries and thus attract talented managers and
specialists.
The privately owned business corporation is one type of corporation. There are some other
types too.
Educational, religious, charitable institutions can also incorporate. Usually such
corporation does not issue stocks and is nonprofit. If there is a profit it is reinvested in the
institution rather than distributed to private stock-holders.
In some western countries, cities, states, federal government and special agencies can
establish governmental corporations. A few examples of these governmental corporations are
state universities, state hospitals and city owned utilities. Governmental corporations are nonprofit as a rule and usually they do not issue stock certificates.
III. Decide which of the following advantages are characteristic of sole proprietorship (S),
partnership (P) and companies (C):
+
+
+
+
+
+
+
The responsibility of the shareholders is limited by the sum of their stocks.

The simplest and the cheapest way to start.
The functions are spread between the employees.
Every of the partners can perform for his companions.
The firm doesnt disappear when its manager does.
The possibility of using many peoples knowledge and skills.
Working hours, ideas, experience and responsibility are divided between the
partners.
+
It is easy to attract capital.
IV. Which of the following disadvantages are characteristic of sole proprietorship (S),
partnership (P) and companies (C)?
Very expensive and difficult to start.
Personal responsibility for legality and debts.
In the case of bankrupt people who invest the most suffer the most losses.
Difficult to control: partial appropriation of the gain is possible.
Disappearance of the manager is a threat to the whole business.
The shareholders rights are limited by the Statute.
It is difficult to get rid of a bad partner.
Personal touch in business.
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The large tax.

The strictest judicial control.
Lexical exercises
Choose the necessary word from the box and put it in the sentence.
1. receipts 2. business 3.service 4. privately 5 account
6.corporation 7.forms 8.unlimited liability 9.real estate
10. general partner 11.advantage 12.profit 13. capital
14.management 15. tax benefits 16. secret partner
1. Small are very often service industries.
2. The industries dont produce material goods.
3. More than 80 percent of all business are not from sole proprietorships.
4. Less than 20 percent of European businesses are partnerships or
5. Sole proprietorships only a small part of all business receipts.
6. Is this bank owned publicly or?
7. There are three of business ownership.
8. Partnerships very often receive from the government.
9. Limited partnership is a common form of ownership in .
10. Partnerships have many, one is that they receive tax benefits from the
government.
11. are the partners with unlimited liability.
12. has the authority in management but he is not known to public.
13. A secret partner takes part in .
14. General partners have .
15. One advantage of a partnership is that it offers a multiple source of .
16. A partnership can bring much to the partners.
Case study
Power and influence
Alice Carstairs is a senior manager in commercial television station. She has worked in the
job for a year, and things are not going well, as she tells her friend Jenny.
It would be a great job, she says, except for one thing. I often have to see Mr.
Thompson, our chief executive. Hes in charge of really important decisions, so I need to consult
him when Im working on something big. So whats the problem? Jenny asks.
Its his secretary, Alice complains. Whenever I phone her to say I need to talk to Mr.
Thompson, she always says hes busy, or in a meeting, or something like that. If I say its
important, she wants to know what its about, and she says shell pass on a message. She never
does pass on messages, and that means there are always difficulties and misunderstanding in the
office. I dont like the situation at all.
Why dont you just tell Mr. Thompson? Jenny asks. Tell him what his secretarys doing,
and ask him to do something about it?
Id like to, but I cant. You see, Mr. Thompsons secretary has been friends with him for
years- apparently theyre really good friends.
Jeremy Fitzerald, Management, Black Cat Publishing, 2001, p. 55
Tasks:
1. What kind of company does Alice work in? Describe its structure in detail.
2. How long has she worked there?
129
3. Why is she unhappy at work?

4. What do you think she should do?
Speaking\Writing
You have recently been applying for jobs with different companies. Two companies have
indicated that they may be interested in offering you employment. One company is a large
multinational that employs 2,000 people at its headquarters. The other company is much smaller
and employs only 120 people.
1) Write a short paragraph to explain which company you would prefer to work for,
giving reasons for your choice.
2) Make up a dialogue discussing advantages and disadvantages of working in big and
small companies and asking for advice where to apply.
Summing-up activity
Sentences 1 to 9 make up a short text about different ways in which companies can be
structured. Complete each sentence, by taking a middle part from the second box and an end
from the third box.
1. Most organizations have a hierarchical or pyramid structure,
2. A clear line or chain of command runs down the hierarchy,
3. Some people in an organization have an assistant who helps them;
4. Yet the activities of most large companies are too elaborate
5. Large companies manufacturing a wide range of products, e. g. general Motors,
6. Businesses that cannot be divided into autonomous divisions with their own markets
7. An inevitable problem with hierarchies is that people at lower levels
8. One solution to this problem is matrix management, in which people report to more than
one superior
9. Another, more recent, idea is to have a network of flexible groups or teams,
a. are normally decentralized into separate operating divisions,
b. are unable to make important decisions, but are obliged to pass on
responsibility to their boss,
c. can simulate decentralization, setting up divisions that use
d. instead of the traditional departments which are often at war with each
other,
e. so that all employees know who their superior or boss is, to whom they
report,
f. e.g. brand manager with an idea can deal directly with
g. this is an example of a staff position: its holder has no line authority,
h. to be organized in a single hierarchy and require functional
organization,
i. with a single person or a group of people at the top,
j. and an increasing number of people below them at each level.
k. and is not integrated into the chain of command.
l. and who their immediate subordinates are, to whom they can give instructions.
m. each with its own engineering, production and sales departments.
n. internally determined transfer prices when dealing with each other.
o. the appropriate managers in the finance, manufacturing and sales departments.
p. they are formed to carry out a project, after which they are dissolved and their members
reassigned.
q. unless responsibilities have been delegated.
r. usually with production or operations, finance, marketing and personnel departments.
130
Lesson 3. Company Portfolio

Warm up
I. What should you include in company portfolio? Make a list if things.
II. What information about a company is the most/the least demonstrative? Prove it.
III. Take a company and give a short description of it without naming it. The rest should guess
the name of the company. Express your attitude to it.
A. Posts and departments
I. Remember all posts and departments in a company.
1. Accounts Dept.
n. department responsible for administering a companys financial

affairs
UK
2. A.G.M.
abbr. Annual General Meeting of a companys shareholders
3. Board of directors n. group of people chosen to establish policy for and control a company
4. ChairmanUK
n. person who heads a Board of Directors; head of a company;
chairperson
5. Director
n. a member of the board of directors
6. Executive officerUS n. person managing the affairs of a corporation - chief executive
officer (CEO)n.
7. Headquarters
n. a companys principal or main office or centre of control
8. Manager
n. person responsible for day-to-day running of a dept.; executive
officerUS
9. Managing
n. senior director after the chairman responsible for day-to-day
directorUK
direction
10. Marketing Dept.
n. department that puts goods on market, inc. packaging, advertising
etc
11. organisation chart n. a table or plan showing a companys structure graphically
12. Personnel Dept.
n. department responsible for recruitment and welfare of staff or
employees
US
13. President
n. the highest executive officer of a company; head of a company
14. Production Dept. n. department responsible for physical creation of product
15. Purchasing Dept. n. department responsible for finding and buying everything for a
company
16. R & D Department n. department responsible for Research and Development of (new)
products
17. reception
n. the place where visitors and clients report on arrival at a company
18. Sales Department n. department responsible for finding customers and making sales
19. Shareholder
n. person who holds or owns shares in or a part of a company or
corporation
20. Vice PresidentUS
n. any of several executive officers, each responsible for a separate
division
II. Explain the words in bold:

The management structure of companies or corporations is rather complex. The simplest is
that envisaged by English, Belgian, Italian, and Scandinavian law, by which the shareholders of
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the company periodically elect a Board of Directors who collectively manage the companys
affairs and reach decisions by a majority vote but also have the right to delegate any of their
powers, or even the whole management of the companys business, to one or more of their
number. Under this regime it is common for a managing director to be appointed, often with one
or more assistant managing directors, and for the board of directors to authorize them to enter
into all transactions needed for carrying on the companys business, subject only to the general
supervision of the board and to its approval of particularly important measures, such as issuing
shares or bonds or borrowing. The U.S. system is a development of this basic pattern. By the
laws of most states it is obligatory for the board of directors elected periodically by the
shareholders to appoint certain executive officers, such as the president, vice president,
treasurer, and secretary. The latter two have no management powers and fulfill the
administrative functions that in an English company are the concern of its secretary; but the
president and in his absence the vice president have by law or by delegation from the board of
directors the same full powers of day-to-day management as are exercised in practice by an
English managing director.
Jeremy Fitzerald, Management, Black Cat Publishing, 2001, p. 74
B. Description of a company
I. Read this description and complete the information below:
Micropol AT is a highly profitable software company with a workforce of over 1,000 and an
annual turnover of $300 million. Its main products are applications programs for industry as
well as for educational institutions. Its many customers include small and medium-sized
companies, government departments as well as students.
The company was founded in Santa Monica, California, in 1978. The original founders,
Karen Sawyer and Lee Heng, were still students when they went into business. Their idea was
only to earn some extra money. Micropol began to grow rapidly and by 1980 turnover was over
$4m.
Initially the company worked on the area of Software Consulting. However, in 1982 Sawyer
and Heng introduced the first version of the Adword word-processing program. It was an
immediate success. Students liked it because it was easier to use than other programs on the
market.
In 1985 Lee Heng left Micropol and set up his own company, Intertrack. Karen Sawyer is
still Company President and thinks that Micropol has a bright future. The company has
ambitious plans. There are plans for a joint venture with Katio, the leading Japanese computer
firm.
Name of Company ________________
Activities _______________________
Workforce __________ Location ____________ Turnover ____________
Profits _____________ Market ______________ Plans _______________
II. Group work
Use these partnerships to complete the dialogue. Then compose similar dialogue in pairs
about your working place and company or the post and the structure you would like to
work.
two main divisions
about 500 people
on the publishing side

directly under
Frank: So how do you like you new firm, Jean?
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in the pipeline
fairly diversified ()
Jean: Great. Its a .. company called Selmar.

Frank: I see. What kind of company is it?
Jean: Its part of a group. There are .. paper production and publishing.
Frank: That sounds interesting. Which area are you in?
Jean: Im . in charge of book distribution in France and Belgium.
Frank: Its a big operation, I suppose.
Jean: Youre right. There are . in publishing. Ive got 25 people . me.
Frank: And what about the future?
Jean: Oh, there are big expansion plans Were moving into North America next year.
And after that, who knows?
C. Company history
Reading
I. Read the text about the French company, Bic. Can you name three of Bics products?
Bics success in a throwaway

Bic is a household name, synonymous with a disposable age*
Few companies can say that they are responsible for changing the everyday habits of billions
of people throughout the world, but the French company Bic, founded in 1950, is one that can.
The ballpoint pen came first. The original biros named after Lazlo Biro, their Hungarian
inventor were expensive and difficult to use. Baron Marcel Bich, the owner of a small office
supplies company, brought together French and British scientists to refine* and modify* the
design. He negotiated the rights to produce and sell the pen with Biro. Production of the Bic
Crystal began in 1953. The Crystal had a clear blue plastic tube and a visible ink supply
which was sufficient to draw a line three kilometers long.
Sales rose from around 50,000 a week in the first year to a quarter of a million a day by 1956.
Today sales of Bic writing instruments total more than 20 million a day in 160 countries.
Bich was not content with a one-product business and wanted to find other throwaway ideas.
In 1972 came the disposable lighter. It is another success story which made Bic world leaders in
the sector, with daily sales of disposable lighters now numbering almost 4 million.
Bics winning formula was a combination of simplicity of production and reliability; the
company claims that its lighters will work 3,000 times compared with competing brands 1,000.
The company used healthy profits to invest in its third major product range the throwaway
razor in 1975. It now contests market leadership with Gillette.* Bic subsequently diversified
further into windsurfing boards and fashion but the three original throwaway ideas remain its
success stories.
synonymous with a disposable age: [Bic] represents our fast-moving world
to refine: improve
to modify: make small changes
Gillette: major manufacturer of razors and toiletries.
II. Read the text again and complete this company history.
1950
1950-53
1953
1956
1972
1975
The company was founded.

Laslo Biro invented the first pen.
Marcel Bich ____ and _____ the design. Bich negotiated with Biro to ______.
Production of the ______ began.
Sales of the biro rose to ______ .
Bic invented ______.
Bic invented _______.
133
Now
Bic sells _______ ballpoint pens per day.

Bic sells _______ disposable lighters per day.
Bic and _______ are leaders in the market for disposable razors.
III. What are the advantages of disposable or "throwaway" products?
IV. Sequence words
First
first of all
Second
secondly
Then
after that
Lastly
finally
firstly
afterwards
now/today
next
Example:
Bic is well-known for its disposable products. First of all, Bic produced the throwaway pen,
the biro. Then came the disposable lighter. Next they invented the throwaway razor and after that
the windsurfing board. Today the company focuses on producing razors, biros and lighters. There
were three key inventions in the companys history: firstly, the ballpoint pen, secondly the
disposable lighter and lastly the throwaway razor.
V. Write a short summary of the history of the company.
Speaking
Choose a company and present its history: type of product\service, the inventor(s), historical
dates, current situation and future perspectives.
D. Company Culture
I. Learn types of company culture.

1. Power Cultures
In these cultures self-reliant and highly competitive self-development provide the basis of relations.
Managers success is related to his or her charisma and influence, rather than to his/her knowledge and
experience. The style of the chief executive is the model for other managers. In organizations of this type
managers shall be tough-minded and aggressive.
2. Role Cultures
In these cultures managers role is completely related to his/her place within a centralized system.
His/her success depends on how well this manager adheres to rules, procedures and precedents.
Individualism and aggression are not valued in these cultures. Employees in these organizations should
not get out of the limits of their roles.
3. Task Cultures
In organizations of this type they value everything that makes it possible to get the work done. The main
concern in these organizations is with successful fulfillment of their projects. Managers success is
related to his/her knowledge and experience required to achieve tasks rather than to meet the
requirements of his/her role.
4. Individual Cultures
In organizations of this type the most possible freedom of expression is valued. Effectiveness of any
activity in these organizations is rated by how much the activity satisfies the staff, rather than by how
well it conforms to business plans. Independence, creativity and experiment are also valued in these
organizations.
II. Discuss the following items:

1) What provides the basis of relations in power cultures?
2) What should the manager do to be successful?
3) What managers role is related to in role cultures?
134
4) How can manager become successful in a role cultures?

5) How should employees behave in such cultures?
6) What is the main concern in task cultures types of organizations?
7) Is there any difference between task cultures and role cultures?
8) In individual cultures the freedom of expression is not valued, is it?
9) Why the fulfillment of business plan is not important in individual cultures?
10) In organizations of what type would you like to work? Why?
Lesson 4. Competition of companies

Warm up
I. A brand for a company is like a reputation for a person. You earn reputation by trying to
do hard things well. (Jeff Bezos)
Do you agree with this saying? How can a firm earn its reputation?
II. Look at this list of brand names and logos and find pairs of competitors.
III. Which company is winning in each pair?

IV. What is competition of companies? How do consumers benefit from competition?
Reading
I. Read the text in detail and find out what is good and bad in market competition.
Express your point of view.
Competition law
Competition law, known in the United States as antitrust law, has three main elements:
Prohibiting agreements or practices that restrict free trading and competition between
businesses.
Banning abusive behavior by a firm dominating a market, or anti-competitive practices
that tend to lead to such a dominant position. Practices controlled in this way may
include predatory pricing, tying, refusal to deal, and many others.
Supervising the mergers and acquisitions of large corporations, including some joint
ventures.
135
Protecting the interests of consumers and ensuring that entrepreneurs have an opportunity
to compete in the market economy are often treated as important objectives. Competition law is
closely connected with law on deregulation of access to markets, state aids and subsidies, the
privatization of state owned assets and the establishment of independent sector regulators. In
recent decades, competition law has been viewed as a way to provide better public services. The
history of competition law reaches back to the Roman Empire. Since the twentieth century,
competition law has become global. The two largest and most influential systems of competition
regulation are United States antitrust law and European Community competition law.
National and regional competition authorities across the world have formed international
support and enforcement networks.
Competition Law in Russia

The Law on the Protection of Competition came into effect in the Russian Federation on 26
October 2006. The stated aim for establishing of the law was to bring the Russian Federation to
be in line with the general trend of competition regulation in Europe. Beyond western European
competition laws against dominance, the Competition Law in Russia expressly presumes
existence of dominance by defining limits.
1. A company is in dominance if it dominates more than 50% of market share.
2. A company with less than 35% of market share, unless in exceptional case, is not
considered dominant.
3. A collective dominance exists when up to three companies hold a combined market share
exceeding 50%.
4. A collective dominance exists when up to five companies hold a combined market share
exceeding 75%.
5. A safe harbor margin of up to 20% market share per company for agreements between
companies of different segments of a supply chain.
The law also places restrictions on aids from, and public procurement policies of, federal,
provincial or municipal governments that otherwise would encourage anti-competition.
The law is enforced by the Federal Anti-Monopoly Service (FAS). The law also gives the
FAS authority over approval of company mergers stipulating various combinations of limits of
assets of merging companies, an excess of which would require prior approval from the FAS.
The scope of regulation of the FAS is focused on the commodity market and financial services
with mandates over operations and transactions not just within the Russian Federation but also
those taking place outside the boundaries of Russia which would have anti-competitive effects
on the Russian market place.
In addition to a separate competition law, the Code of Administrative Offences has also been
amended to increase liability of anti-competitive practices. Punitive measures against anticompetitive practices are limited out in terms of percentages of revenues of a company.
http://en.wikipedia.org/wiki/Antitrust
Active Vocabulary
I.Find in the text English equivalents for the following Russian words and word
combinations:
, (), , ,
, , , ,
, , , , ,
, \, \, ,
, ().
136
II. Match two parts of word combinations and translate them:

anti-competitive
collective
refusal
state
to provide
municipal
to enforce
the scope of
competition
dominance
between business
government
the law
practices
regulation
public services
to deal
aids
III. Tick the right answer.

T
F
1. The company is in dominance if it is the only one in the market.
2. The main element of the Competition Law is control over abusive behavior
by a firm dominating a market, or anti-competitive practices that tend to lead
to such a dominant position.
3. Competition law is a prerogative and isnt connected with other laws.
4. Each country has its own Competition law valid only on its territory.
5. Punitive measures against anti-competitive practices are limited out in terms
of percentages of revenues of a company.
6. Competition law was developed in the 20th century in Europe.
7. In Russia Competition law was worked out because many companies broke
laws of honest business.
8. FAS is Federation of American Scientists.
IV. Questions:
1) What do you think about Competition law? Is it necessary for our society?
2) Do you think it works properly?
3) What rules of doing business\competition would you include in it?
4) What companies do to outrun other firms?
5) How can you control competition in the market?
Group work
Follow all these rules and youll get a success.
Golden Rules for conducting a responsible business

When setting up your student company, take some time to consider how you
could integrate those Golden Rules into your company wherever possible.
1. Formulate the company mission and values
Responsible business conduct should be deeply integrated into the way your
company does business and therefore it should be included in your company
mission and mirrored in your company values. Make social and environmental responsibility
part of your strategy.
McDonalds Mission Statement
McDonalds vision is to be the worlds best quick service restaurant experience. Being the best
means providing outstanding quality, service, cleanliness, and value, so that we make every
customer in every restaurant smile.
Toyota Mission Statement
137
To sustain profitable growth by providing the best customer experience and dealer support.
IBM Mission Statement
At IBM, we strive to lead in the invention, development and manufacture of the industrys most
advanced information technologies, including computer systems, software, storage systems and
microelectronics.
We translate these advanced technologies into value for our customers through our professional
solutions, services and consulting businesses worldwide.
Coca Cola Mission Statement
Everything we do is inspired by our enduring mission:
To Refresh the World... in body, mind, and spirit.
To Inspire Moments of Optimism... through our brands and our actions.
To Create Value and Make a Difference... everywhere we engage.
2. Be committed to responsible business at all levels. List your activities.
All employees should be aware of your companys responsible business activities and should
be engaged in the process where possible. Working together on activities which benefit the
whole community develops a sense of belonging and motivates employees, but also offers them
the possibility to gain new knowledge and skills.
3. Identify your core stakeholders and their needs
A stakeholder is any person/group/institution etc. which affects or is
affected by your operations and activities in any form (positively or
negatively). Look around you and see how different people/groups are
affected by your corporation, your products/services and your activities.
See what their needs are and try to address these accordingly. Be open when
engaging with your stakeholders. Show what you are doing and be open to
discuss any issues. That helps you avoiding bad feedback. If serious criticism arises, be honest
and solve the issues together with your partners.
4. Define your code of conduct and business principles responsibly
Your code of conduct and any policies or business principles that you
might have should include directives for conducting business in a
responsible way. When drafting a code of conduct and business principles
for your company, take into account the expectations of your stakeholders,
especially employees, and engage them in the development of your code of
conduct. You should also anticipate the potential risks to your company and
how they can be minimized with the help of a code of conduct and business principles. Your
policies and your code of conduct should be clear, short and easily understandable.
5. Link your social activities to your core business
When it comes to philanthropic activities, every company can simply donate some cash for a
good cause. However, a good corporate citizen links its social activities with its core business
and its core competencies since this is where a company can make the most difference. Linking
your projects to your products or services shows that you are really making an effort to give
something back.
6. Responsibility starts with your products
When designing and producing products, always keep in mind the
impact that they might have on society and the environment. Make a short
presentation of your fresh product.
http://www.responsible-business.org/europe/responsible.html
Case study
138
Strengths
Nike Brand SWOT

Nike is a very competitive organization. Phil Knight (Founder and
CEO) is often quoted as saying that Business is war without bullets.
Nike has a healthy dislike of its competitors. At the Atlanta Olympics,
Reebok went to the expense of sponsoring the games. Nike did not.
However Nike sponsored the top athletes and gained valuable coverage.
Nike has no factories. It does not tie up cash in buildings and
manufacturing workers. This makes a very lean organization. Nike is
strong at research and development, as is evidenced by its evolving and
innovative product range. They then manufacture wherever they can
produce high quality product at the lowest possible price. If prices rise,
and products can be made more cheaply elsewhere (to the same or better
specification), Nike will move production.
Nike is a global brand. It is the number one sports brand in the World.
Its famous Swoosh is instantly recognizable, and Phil Knight even has it
tattooed on his ankle.
Weaknesses
The organization does have a diversified range of sports products.

However, the income of the business is still heavily dependent upon its
share of the footwear market. This may leave it vulnerable if for any
reason its market share erodes.
The retail sector is very price sensitive. Nike does have its own retailer
in Nike Town. However, most of its income is derived from selling into
retailers. Retailers tend to offer a very similar experience to the consumer.
Can you tell one sports retailer from another? So margins tend to get
squeezed as retailers try to pass some of the low price competition
pressure onto Nike.
Opportunities
Product development offers Nike many opportunities. The brand is

fiercely defended by its owners whom truly believe that Nike is not a
fashion brand. However, like it or not, consumers that wear Nike product
do not always buy it to participate in sport. Some would argue that in
youth culture especially, Nike is a fashion brand. This creates its own
opportunities, since product could become unfashionable before it wears
out i.e. consumers need to replace shoes.
There is also the opportunity to develop products such as sport wear,
sunglasses and jewellery. Such high value items do tend to have
associated with them, high profits.
The business could also be developed internationally, building upon
its strong global brand recognition. There are many markets that have the
disposable income to spend on high value sports goods. For example,
emerging markets such as China and India have a new richer generation
of consumers. There are also global marketing events that can be utilized
to support the brand such as the World Cup (soccer) and The Olympics.
Threats
Nike is exposed to the international nature of trade. It buys and sells in

different currencies and so costs and margins are not stable over long
periods of time. Such an exposure could mean that Nike may be
manufacturing and/or selling at a loss. This is an issue that faces all global
brands.
The market for sports shoes and garments is very competitive. The
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model developed by Phil Knight in his Stamford Business School days

(high value branded product manufactured at a low cost) is now
commonly used and to an extent is no longer a basis for sustainable
competitive advantage. Competitors are developing alternative brands to
take away Nikes market share.
As discussed above in weaknesses, the retail sector is becoming price
competitive. This ultimately means that consumers are shopping around
for a better deal. So if one store charges a price for a pair of sports shoes,
the consumer could go to the store along the street to compare prices for
the exactly the same item, and buy the cheaper of the two. Such consumer
price sensitivity is a potential external threat to Nike.
http://www.marketingteacher.com/SWOT/nike_swot.htm
Present the text in the form of a chart
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Individual\Group task
Choose a company in your city and make a SWOT analysis of it for the rest of your group
mates.
Lesson 5. Project-Presentation
I.
Choose one company in the market of your country and give presentation of its
structure to your colleagues. Define your business structure in the executive summary.
Your organizational summary should include an organizational chart, showing each
person in the organization. In the narrative you detail the responsibilities of each person.
You should include:
Names of the owners
Percentage of ownership
Extent of involvement in the company
List all the other employees of the company, the positions they hold and their
responsibility. If you have multiple locations, show the structure. Where is the corporate office
located?
II. Create your own company. You are going to develop a business plan. The business plan
must be well organized, be easy to read, and follow a logical format. The sample format for a
business plan has seven parts:
Company Description
Pick a name that describes your business and consumers will remember. Explain the type of
company and give its history. Tell what industry the company will represent. (Is it a
manufacturing, retail, service, or other type of business?) Decide a location and city.
Marketing Plan
Show who the potential customers are and what kind of competition the business will face.
(Who is the target market? The target market is based upon age, gender, income, and location,
just to name a few. Investigate competitors in your chosen area; try the yellow pages of
yahoo.com and search the product or service.)
Outline the marketing strategy and specify what makes the company unique. (How will you
advertise your product or service? How do your competitors advertise?)
Products and Services Plan
Describe the product and/or service. (Describe the product in detail, such as the color(s),
size, etc. Describe the type of service.)
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Point out any unique features. (Is the product or service new or improved?)
Explain why people will buy the product or service. (For example, the motivation to buy is
based on personal gain, economy, health, comfort and convenience, safety and protection,
affection and love, prestige and recognition, and variety and recreation?)
Legal Plan
Show the proposed type of legal organization the ownership will take. (Will the company be
a sole proprietorship, partnership, or corporation?)
Management Plan
Identify the key people who will direct and manage the company. (Will you choose your
family or friends? Will you do the hiring yourself?)
Cite their work experience, education, and special skills. (What are the strengths of your
workers? Remember to consider communication skills.)
III. Do you think people from certain cultures would favour one kind of organizational
structure over another? Choose a country and analyze its companies.
Unit VIII. MANAGEMENT STYLES

Learn how to describe managers image and responsibilities, study classifications of
management styles and types of leadership power, compare men and women managers
character, learn management styles in different countries and famous businesses, and
develop leader features.
Lesson 1. Managers role

Warm up
I. Managers have to learn how to be teachers, counselors and friends
Charles Handy (Management specialist)
Do you agree with Handys view?
II. Express your point of view about on following issues:
1) What is the main role of managers in your country?
2) How much control should employees have over their own work?
3) How much should the manager control what the employee does?
4) What is management style?
Discussion
Which of these responsibilities do you think a company should have? Give points to each
and explain your opinion.
3 = very important
2 = quite important
1 = not important
Responsibilities
There should be good communication between the company and its workforce.
The company should pay suppliers on time.
The companies should have an equal opportunities policy; in other words, people of all
races and both sexes should be equal.
It should train its employees.
It should try to protect and improve the environment.
It should make a profit so it can pay dividends to its shareholders and continue to
provide jobs for its workforce.
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It should help the local education of young people.

It should be active in the local community.
Active vocabulary
Management styles can be employed dependent
the culture of the business, the nature of the task, the
nature of the workforce and the personality and skills of
leaders.
on
the
I. Match the style with its definition.

Autocratic style
Paternalistic
style
Democratic style
Laissez-faire
style
Consultative
style
is also essentially dictatorial, however the decisions tend to be in the best

interests of the employees rather than the business. The leader explains most
decisions to the employees and ensures that their social and leisure needs are
always met. This can help balance out the lack of worker motivation caused
by an autocratic management style.
the leaders role is peripheral and staff manages their own areas of the
business; the leader therefore evades the duties of management and
uncoordinated delegation occurs. The communication in this style is
horizontal, meaning that it is equal in both directions, however very little
communication occurs in comparison with other styles. The style brings out
the best in highly professional and creative groups of employees, however in
many cases it is not deliberate and is simply a result of poor management.
This leads to a lack of staff focus and sense of direction, which in turn leads
to much dissatisfaction, and a poor company image.
means that the direction of the business will remain constant, and the
decisions will all be similar, this in turn can project an image of a confident,
well managed business. On the other hand, subordinates may become
dependent upon the leaders and supervision may be needed.
There are two types of leaders. Directive Autocrat: makes decisions
unilaterally; closely supervises subordinates. Permissive Autocrat: makes
decisions unilaterally; gives subordinates latitude in carrying out their work.
The manager will ask views and opinions from their staff, allowing them to
feel involved but will ultimately make the final decision.
the manager allows the employees to take part in decision-making: therefore
everything is agreed by the majority. The communication is extensive in
both directions (from subordinates to leaders and vice-versa). This style can
be particularly useful when complex decisions need to be made that require
a range of specialist skills
II. In which style would you prefer to work? Why? Identify weak and strong points of each
style.
Group work
Imagine you are chosen a manager in a big company. What would be your plan of action?
How would you promote the company you work for? Explain why you would do this or that
thing and neglect another (in writing).
Reading
I. Read the text to grasp the general idea.
Is Your Management Style Assisting or Hurting Your Business?
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Many times business owners can have significant differences in management styles that
can deter the growth of both the employees and the business. Employees can have differing
needs that require differing methods of management as well. Problems arise when the
management style of a business owner does not match the needs of the employees.
There are two basic management styles that are also broken down into more minor
categories, the Autocratic Management Style and the Permissive Management Style. An
Autocratic Management Style is one in which the business owner makes all decisions
unilaterally. In other words, the business owner is the boss who doesnt value input from
employees. The business owner's word is law. The Permissive Management Style allows
employees to take part in business decisions. A rather considerable degree of autonomy on the
part of employees is encouraged in this management style.
If a business owner possesses an Autocratic Management Style, and the employees and/or
type of business would benefit more from a Permissive Management Style, problems will arise,
and vice versa.
Management styles may also be situational, in other words, should be changed
depending upon the needs and growth of the business, as well as the differing situations that
may occur.
How then can a business owner know if their overall approach or management style is hurting
or assisting their business? Easily: Results.
The results of the business, in all facets of the business, will dictate which management
style is needed, or if a business owner needs to amend their management style. If a business is
doing well financially, if clients are routinely satisfied, if employees are happy, are all
indications that the management style of the business owner is appropriate. Discontentment and
loss of business would be indicators that the approach is incorrect.
An example of this will explain this principle further:
Karen R. successfully managed her own business for several years. She employed a rather
Permissive Management Style, allowing the employees plenty of input, with a rather family
style atmosphere developing. The employees were very much engaged in the business and
considered the business their own as well, leading to much devotion on their parts. However,
as the business grew, so did the demands of the clients. It became imperative for Karen R. to
change her management style to the Authoritative Management Style, as she needed to quickly
enforce parameters, and complete projects. There simply was no time for discussion among the
employees, and no time for multiple approaches to each project. This led to much discontent on
the part of the employees, and they needed to be reminded that their opinions were no longer
welcomed repeatedly, which left Karen R. frazzled and stressed too. The solution: Karen R.
engaged a series of psychological tests for both herself and her employees, as initially she had
no clue what was wrong or how to relieve the problems. This test revealed that she was being
somewhat overly authoritative in her approach, and also that her employees were too
expectant in their demands that she includes them in decisions. A compromise was reached,
and Karen R., now allows some input from the employees, but retains the right to make a
decision unilaterally. This combination of Authoritative/Permissive Management Styles has led
to the relief of the stress within her organization, and has also led to increased happiness and
productivity on the part of the employees.
Without a good knowledge of their own management styles, or psychological approaches
to business, business owners can set themselves up for problems. They can be so passive, and so
permissive, that they become doormats for the employees, thus not achieving enough control
over the business. Karen R. above is a good example.
Business owners cant rectify a problem or their own behaviors or that of their employees,
unless they know specifically what these problems are. Insight into themselves and others will
assist business owners into successful resolution of all problems as they occur. Knowledge of
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behaviors and knowledge of management styles can prevent problems in management problems
before they happen.
http://articles.business-man.biz/management/169
II. Explain the word a doormat.
III. Read the text once again and find synonyms of the words in bold.
III. Collect all the words from the text connecting with the expression labour relations.
IV. Complete the sentences:
a. Problems arise when .. .
b. Some autonomy on the part of employees is.. .
c. If a business is doing well financially, .
d. The employees were very much engaged in the business .. .
e. The combination of Authoritative/Permissive Management Styles has led to . .
f. A compromise was reached, .. .
V. Discuss the following.

1. Who is the main person in any business: director, manager, or
sponsor?
2. Create a portrait of a manager: his personality, responsibilities,
image, relations with the staff, etc.
3. Have you already got working experience? What are\were your
relations with your boss?
Comment-on
I. If you were a boss, what management style would you prefer in your own company?
Why?
II. Which style is more effective? Prove your answer.
Lesson 2.Style of behaviour

Warm up
I. Today, a skilled manager makes more than the owner. And owners fight each other to get
the skilled managers. (Mikhail Khodorovsky)
How can you describe a skilled manager? What should\shouldnt he do?
II. What styles of management do you remember? Describe them in one sentence.
III.Which style is preferable for the director and for the worker?
IV. What are the criteria showing that the chosen manner of behavior is the right one?
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V. Quiz
You have only 7 minutes for this multiple choice quiz. Go ahead!
1) An example of a democratic leader is where:
a) the manager consults the team before making the decision;
b) the manager tells the subordinates what to do;
c) the manager delegates responsibility for the task giving them full authority;
d) the manager allows the team to discuss but then makes the final decision.
2) An example of an autocratic leader is where:
a) the manager consults and then makes a final decision;
b) the manager listens to the staff;
c) the manager allows the staff to get on with their work;
d) the manager tells the staff what to do and makes a final decision.
3) An example of a consultative leader is where:
a) the manager tells the staff what to do;
b) the manager gives the staff the full authority to make decisions;
c) the manager listens to the staff and then makes a final decision;
d) the manager doesnt take into account the views and opinions of the staff.
4) A laissez-fair manager:
a) delegates tasks to the staff;
b) tells the staff what to do;
c) sets the tasks and gives the staff full freedom to complete the task as they see fit;
d) sets the task but makes a final decision.
From English for Busines
Answers: 1) c; 2) d; 3) c; 4) c.
Case study
Hotel troubles
Mrs. Jackson has worked at the Royal Oak Hotel for fifteen years. She began her career as a
receptionist, and is now the office manager. She always thought that she would stay at the hotel
until she retired, but now she is not sure. She explains why.
Mr. Brown was the manager here until three months ago. We all liked him very much. I
think he was a very good manager. He always asked us what we thought before he made any big
changes to the hotel. He listened to what we said before he took decisions.
After he left we got a new manager, a young man called Mr. Jones. Hes very different. Hes
only here three months, but he never asks anyone what they think he just gives orders, and he
expects us to do exactly what he says.
This used to be a very friendly place to work but not now. I really think I may leave.
Answer the questions:
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1. Mrs. Jackson says that everybody liked Mr. Brown, and that he was a good manager. She
mentions two things that he used to do, in particular. What are they?
2. How would you describe Br. Browns management style?
3. Why does Mrs. Jackson dislike the new manager?
4. How would you describe Br. Joness management style?
Reading
Read the text in detail.
Three Effective Management Styles
Being an effective manager means knowing when to use the right management style. Some
styles, for instance, are more people-oriented, while others tend to focus on a project or product.
The management style you select will depend on your peoples skills and knowledge, available
resources (like time and money), desired results, and, of course, the task before you.
I. Your job is to select the management style that works best for any given situation.
Managing without a specific style leads to a specific set of circumstances that can slow you
down and even lead to costly mistakes.
Get your people to do their best work by using one or more of the following effective
management styles:
1. Participatory Style
Here, it is critical to give each employee an entire task to complete. If thats not possible,
make sure the individual knows and understands his or her part as it relates to the project or task.
When people on your team know where they fit in the big picture, theyre more likely to be
motivated to complete the task. Take the time to explain the details and why their role is
important. If your tasks are divided among groups, coordinate each groups contribution so that
everyone knows where and how they fit in. Make a concerted effort to minimize obstacles and
difficulties that arise. Reward not only jobs well done, but motivation as well. This will maintain
the momentum and let people know that you have faith in their efforts.
2. Directing Style
Sometimes a situation will call for a direct style of management. Perhaps a tight deadline or
the project involves numerous employees and requires a top-down management approach. Here,
a manager answers five questions for the employees: What? Where? How? Why? and When?
Let them know what they need to do, how theyre going to do it, and when they must be
finished. With this style, dont be afraid to set specific tasks. You also need to set clear, shortterm goals like, Your goal is to complete three reports a day. In addition, be willing and able to
make decisions quickly. Make sure, as well, to reward and recognize jobs well done.
3. Teamwork Style
If you want to expedite a project and optimize a process for completing that project,
managing by teamwork is the way to go. When you motivate people to pool their knowledge,
the results may exceed your expectations. Often, teams can tackle problems more quickly than
what you can accomplish on your own. The give-and-take can create a process that you can
copy in other projects.
Remember that successful teamwork depends on coordinated efforts among the staff, as well
as solid communication skills. Reports must be clear and concise. Probably most important,
however, is your willingness to credit the team for its success and independence, rather than
your bright management skills.
http://www.managementstyles.net
147
II. Find English equivalents of the words from the text:

, , , , , , , , - ( ), , ,
, , , ,
, , \, , ,
, , .
III. Answer the questions:
1) What things are common in all three styles?
2) Why are the styles effective?
3) For what purposes which style can you use? What results can you get?
4) What is the aim of any management style?
IV. Problem-solving activity
The different styles depend on the situation and the relationship behavior (amount of
support required) and task behavior (amount of guidance required).
Can you guess which management styles would work best for each situation? Should
managers use only one management style? Or situational style?
Listed below are a few situations and options for what you would do. Try to decide which of
the four situational styles would work best in each situation. Then pick the option that best fits
that style.
Situation 1
The employees in your program appear to be having serious problems getting the job done.
Their performance has been going downhill rapidly. They have not responded to your efforts to
be friendly or to your expressions of concern for their welfare.
Which style would you pick? What would you do?
Reestablish the need for following program procedures and meeting the expectations for task
accomplishment.
Be sure that staff members know you are available for discussion, but dont pressure them.
Talk with your employees and then set performance goals.
Wait and see what happens.
Situation 2
During the past few months, the quality of work done by staff members has been increasing.
Record keeping is accurate and up to date. You have been careful to make sure that the staff
members are aware of your performance expectations.
Stay uninvolved.
Continue to emphasize the importance of completing tasks and meeting deadlines.
Be supportive and provide clear feedback. Continue to make sure that staff members are
aware of performance expectations.
Make every effort to let staff members feel important and involved in the decision making
process.
Situation 3
Performance and interpersonal relations among your staff have been good. You have
normally left them alone. However, a new situation has developed, and it appears that staff
members are unable to solve the problem themselves.
Bring the group together and work as a team to solve the problem.
Continue to leave them alone to work it out.
Act quickly and firmly to identify the problem and establish procedures to correct it
Encourage the staff to work on the problem, letting them know you are available as a
resource and for discussion if they need you.
Situation 4
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You are considering a major change in your program. Your staff has a fine record of
accomplishment and a strong commitment to excellence. They are supportive of the need for
change and have been involved in the planning.
Continue to involve the staff in the planning, but direct the change.
Announce the changes and then implement them with close supervision.
Allow the group to be involved in developing the change, but dont push the process.
Let the staff manage the change process.
Lesson 3. Men vs. women

Warm up
I. Discuss in groups:
a) What is the style of male and female managers in companies in your country? Are
they similar?
b) Do you think there is a difference in style between men and women or is any
difference usually because of personality?
c) Do you know any men who have a female style of working? Or women who have a
male style of working?
d) Do you find it easier to work with men or women? Why?
II. The same or different?
Do men and women bring different qualities to business or is it nonsense to talk about male
and female management styles?
Decide whether the following management qualities are more typical of men, more typical
of women or shared by both. Which of these qualities do you think you possess yourself?
1. Being able to take the initiative
10. Being supportive towards
2. Being a good listener.
colleagues.
3. Staying calm under pressure.
11. Being able to delegate.
4. Being prepared to take risks.
12. Motivating by example.
5. Being conscientious and thorough.
13. Having a co-operative approach.
6. Having good communication skills.
14. Being single-minded and
7. Being energetic and assertive.
determined.
8. Getting the best out of people.
15. Being a good time-manage
9. Being independent and authoritative.
Reading
I. Read the text about the different styles that men and women have in the workplace. Look at
the cartoon and say which figures you think represent men and which represent women.
Men and women do things differently. There are, of course, exceptions to every
generalization, including this one.Cristina Stuart is a managing director of Speakeasy Training, a
consultancy that runs courses for men and women working together. Here she describes a few key
differences between the sexes in the workplace.
1. Working together
The male approach to business is competitive, direct and
confrontational. The end justifies the means. Personal status and a focus
on the individual are important.
The female method is collaborative. Collective action and
responsibility are more important than personal achievement. Lateral
thinking, as well as goodwill and the well-being of the individual, are
also of great importance.
149
2. Tackling problems
The male approach is to go to the heart of the problem, without taking into account secondary
considerations. The female preference is to look at various options.
3. Body language
Male body language tends to be challenging. Female body language tends towards selfprotection. A stereotypical female pose is sitting cross-legged; the male sits with legs apart to give
an impression that he is in control.
Male behaviour can include forceful gestures for example banging a fist on the desk for effect.
The female style does not usually include aggressive gestures.
4. Language
The male way of speaking does not encourage discussion. Women tend to welcome others
opinions and contributions more.
5. Conversation
Men like to talk about their personal experiences and achievements or discuss masculine
topics such as cars or sport. Women tend to talk about staff problems and personal matters.
6. Meetings
If a woman does not copy the male confrontational style, she is often ignored.
7. Self-promotion
Men find it easy to tell others about their successes. Women tend to share or pass on the credit
for a success.
8. Humour
Men's humour can be cruel a mans joke usually has a victim. Female makes jokes against
herself as a CAVEAT.Many men have a female style of working. Equally many women have a
male approach.As Ms Stuart says many of the current management theorems flatter
organizations, empowerment, managing by consensus have a female style to them.
the end justifies the means: it doesnt matter what methods you use; success is the only
important thing;
lateral thinking: thinking in a creative way, making unusual connections;
flatter organizations: organizations in which there are fewer managers and people have equal
status;
managing by consensus: managing by getting everyone to agree.
Mark Powell, Ron Martinez, Rosi Jillett, New Business Matters,
Coursebook
150
II. Read the text once again and see if the writers ideas are the same as yours.
Match the cartoons and the eight sub-sections of the text.
III. Find in the text English equivalents for the following words and word combinations:
-, , , , , ,
, , , ,
, , , , .
IV. Complete the sentences with the right word
1) The end justifies . .
a) the methods
b) the means
c) the results
2) Collective action and .. are more important than personal achievement.
a) responsibility
b) influence
c) power
3) The male approach is to go to the .. of the problem, without taking into account secondary
considerations.
a) centre
b) middle
c) heart
4) A stereotypical female pose is sitting .. .
a) straight
b) cross-legged
c) cross-armed
5) The male way of speaking does not .. discussion.
151
a) encourage
b) result in
c) stimulate
6) Women tend to talk about staff problems and .. matters.
a) private
b) social
c) personal
7) Female makes jokes against herself as a .. .
a) caveat
b) explanation
c) warning
Writing
Write a short answer on the question Who is more successful in business: a man or a
woman?
Lesson 4. Culture and style of management

Warm up
Is it possible to avoid all conflicts at work? Why yes\no?
Have you ever faced the conflicts with anybody except your relatives and friends?
How did you solve them?
How can management style help to solve some relation problems in the office?
Are management styles different among countries? In what way?
Case study
I. Study the following reference.
Conflict management style
A conflict management style is the pattern of behaviour an individual develops in response
to conflict with others such as differences of opinion. Conflict management styles tend to be
consistent over time.
The principle behind this is that greater awareness of their style by individuals enables them
to make better choices in how to respond. Someone who knows they have a tendency to avoid
conflict, for example, they might choose a different and perhaps more appropriate response. The
most widely used tool for this is a conflict style inventory, typically a short questionnaire filled
out by a user, with interpretation of the scores given in writing or by an instructor. The point is
not to categorize the user, but rather to give him or her framework in which to assess their
responses and options.
II. Tasks:
1) What do you think about such an alternative in management as a conflict management
style? Do you agree with it?
2) Develop a strategy of labour relations during a conflict style (the supervisor
subordinate, the head the chief of departments, etc.)
3) Choose a company and illustrate conflict relations in it (in groups). Try to ease the
tension ( ) in the office as its possible.
Team work
Put in the right order the following steps of choosing a management style in an
organization.
Once this is done, the company will then need to study the behavioral profile of its
employees.
The country where a business operates would also affect the style of management it
practices.
The aim of any management style is to motivate employees to produce their best
work performance.
152
A company would first of all have to ascertain its short term and strategic goals.
A companys chosen management style will either increase its employees
productivity or diminish their overall work morale.
Regardless of what managerial style an organization executes, an effective flow of
communication between all hierarchical levels of the organization is imperative.
Without adequate communication, no managerial style can operate.
Management style could either make or break an organization.
Presentation
Style of management in different countries
The characteristics of management often vary according to national culture, which can
determine how managers are trained, how they lead people and how they approach their jobs.
I. Now you will find five brief portraits of managers in five different countries: The
USA, the UK, France, Germany and Sweden, decide which country each of these portraits
correspond to.
1. Managers from this country:
Consider professional and technical skills to be very important;
Have a strong sense of authority;
Respect the different positions in the hierarchy of their companies;
Clearly define how jobs should be done;
Are very loyal to their companies and expect their subordinates to obey them;
Are often older than in other countries.
Receive a general education;
Delegate authority;
Take a practical approach to management;
Have relatively formal relationships at work;
Encourage their employees to work individually;
Believe it is important to continue education and training at work.
Consider social qualities to be as important as education;
Encourage their employees to take an interest in their work;
Pay close attention to the quality of working life;
Do not use as much authority as in other countries;
Appreciate low-level decision-making;
Are often women.
Generally attend business schools;
Communicate easily and informally at work;
Admire the quantities of a leader;
Expect everyone to work hard. Individual performance is measured and initiative
is rewarded;
Have competitive and sometimes aggressive attitudes towards work;
Often accept innovation and change.
Go through an elitist educational system;
Have a strong sense of hierarchy and power;
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Often have impersonal relationships at work;

Analyze problems in great detail before taking decisions;
Consider speaking skills to be particularly important;
More easily between state and private sectors.
Mark Powell, Ron Martinez, Rosi Jillett, New Business Matters,
Coursebook
II. Choose a country, research its mentality and demonstrate the style of management used
there in organizations in the form of Power Point presentation\organizational chart, etc.
Something interesting
Remember famous successful companies. Find out what management style is used there to
succeed.
Personal management style
There are many high-profile examples of how to develop a successful management style.
Managers like Bill Gates and Warren Buffett have famously developed their own distinctive
management style from which others can learn.
Gates style and management practice at Microsoft was based on control and concerning
himself with detail almost to the point of obsession. The onus that the Bill Gates management
style placed on the monitoring of staff and figures is demonstrated by the fact that he even used
to sign expenses for Steve Ballmer, his right-hand man.
Buffett, on the other hand, always stressed a desire for the managers of Berkshire Hathaway
to think like owners. He urged them to look at the business you run as if it were the only asset
of your family, one that must be operated for the next 50 years and can never be sold.
Sometimes unorthodox management behaviour can develop into a very effective
management style. A case in point is that of Ricardo Semler and his Brazilian engineering
company SEMCO. His management policies included unusual practices such as shutting down
the company for an afternoon twice-yearly for all employees to clean out the places where they
work. He also limited all memos and reports to one piece of A4, always topped by an eyecatching tabloid-style headline to sum up the key message.
Perhaps most interestingly of all, he implemented a system where employees would assess
their own managers, with a low rating putting the managers job at risk.
Speaking
In pairs discuss pluses and minuses of Bill Gates and Warren Buffetts management style.
Explain their companys success. If you had your own firm what method of running it would you
prefer? Give your arguments.
Lesson 5. Leadership
Warm up
I. Brainstorm:
Are you a leader? Would you like to be? Why?

What associations have you got with the word leader?
Do you agree that the success of a company depends on its leader? Give your
arguments.
What does a person need to become a good leader?
154
II. Test: Are you the perfect partner?

1. What do you think is most important for a successful relationship?
a. luck
b. the ability to compromise
c. trust
2. What do you prefer?
a. caring for others
b. being looked after
c. being independent
3. Who usually says sorry first after a quarrel?
a. you
b. your partner
c. you hardly ever quarrel
4. How important do you think faithfulness is in a relationship?
a. very
b. the occasional fling does no harm
c. not at all
5. How good are you at remembering birthdays and anniversaries?
a. useless
b. reasonable
c. not very good, so you keep a list
6. How do you react when your partner returns from the shops with a dress/shirt that you
instantly hate?
a. tell them the truth
b. say youll need time to get used to it
c. say its lovely but wince every time they wear it
7. Whats your idea of the perfect romantic evening?
a. a candlelit dinner for two at a good restaurant
b. dancing at a popular disco
c. a quiet time together alone
8. What sort of relationship do you have with your old flames?
a. friendly
b. poisonous
c. nonexistent
9. What do you do when your partner talks about something that doesnt interest you?
a. listen politely but think about something else
b. try to take an interest
c. change the subject as soon as possible
10. What should the perfect partner be?
a. sexy
b. amusing
c. generous
d. kind
e. interesting
f. rich
11. Your partner isnt feeling sociable and wont go to a party. What do you do?
a. Phone and apologize that neither of you can come
b. Go alone, but leave early
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c. Try again to persuade him/her to come but failing that go alone determined to have
fun
d. find someone else to go with
ANSWER KEY
1. a 0 b 2 c 1
2. a 2 b 1 c 0
3. a 1 b 0 c 2
4. a 2 b 1 c 0
5. a 0 b 1 c 2 9. a 1 b 2 c 0
6. a 0 b 2 c 1 10. a 0 b 1 c 1 d 2 e 2 f 0
7. a 1 b 0 c 2 11. a 2 b 2 c 1 d 0
8. a 2 b 0 c 0
WHAT YOUR SCORE MEANS

16 22 Youd make a trouble-free, affectionate and easy-going partner but be careful
youre not too nice or people will take advantage of you.
8 15 Youre not perfect, but who is? Youre mentally and emotionally challenging and you
shouldnt choose a partner too similar to you.
0 7 Im afraid youre one of lifes loners. Perhaps youre being too selfish and your life
could be more fulfilling if you had more time for others.
Comment on
Express your point of view. Enlarge one quotation into a situation or an example from a
real life.
1) Never tell people how to do things. Tell them what to do and they will surprise you with
their ingenuity.
(George S. Patton)
2) People are definitely a companys greatest asset. It doesnt make any difference whether
the product is cars or cosmetics. A company is only as good as the people it keeps.
(Mary Kay Ash)
2) When a man points a finger at someone else, he should remember that four of his fingers are
pointing at himself. (Louis Nizer)
Group work
I. Fill in the following chart with the appropriate information.
Illustrate each case of power with your examples from real life.
Leadership power
Type of power
Brief description: main features
Advantages\disadvantages
An essential part of leadership or management is to influence the people you manage so that
they do what you want them to do. The influence of a leader will depend on a variety of factors
including their personality and of those around them. We will refer to the people that the leader is
managing or leading as followers. The influence of a leader over his followers is often referred to
as power. Below we will explore the different types of power a leader may have.
Reward Power
This type of influence is created when the leader is able to offer a reward to his followers for
completing tasks behaving in a certain manner. Rewards in the workplace can take a variety of
forms from chocolates, gift vouchers and holidays to promotions, commission and pay rises. This
reward will only be effective if:
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Firstly - the reward appeals to the followers. As you are aware there is no point offering
chocolate as a reward to somebody who likes crisps. This is because they will not view chocolate
as a reward, so there is no incentive to complete the task.
Secondly the followers have to believe that the leader will give them (or arrange for them
to receive) the reward promised once the task is completed by them.
Thirdly the reward should be proportionate to the task the follower has to complete. For
example it would be disproportionate to reward an employee with a promotion for making a cup
of tea. Similarly a follower would feel undervalued, if rewarded with a $5 gift voucher after they
spent six months doing their managers job without a pay rise.
This type of power needs to be used carefully to prevent followers becoming accustomed to
rewards and refusing to complete routine tasks without a reward. Generally rewards should not
be offered, to follower employees to complete duties which are a normal part of their role. This is
because as an employee they are under a contractual obligation to complete these tasks and they
are already rewarded for this through their salary.
The other reason why rewards should be offered carefully is that frequent use can reduce the
impact or influence that offering a reward initially had on the follower. Followers will soon tire
of the reward especially if the reward is small for example chocolates or flowers.
Coercive () Power
This is the opposite of reward power because this power is based on the leader having control
over what happens if followers do not act as required. If followers do not undertake the action
required, the leader will impose a penalty. Penalties take a variety of forms including withdrawal
of privileges, job losses, verbal abuse, and delayed or loss of promotion. In all cases the leader
will need to choose the penalty carefully to prevent breaking the law or being the subject of an
employment tribunal.
Coercive power requires followers to believe that the leader has the ability to impose the
stated penalty. Also the penalty has to be something that the followers do not want to have
imposed on them. For example a penalty results in coffee being banned is unlikely to influence a
tea drinker.
Finally (just as the reward in reward power should be proportional to the action taken by the
follower), the penalty should be proportionate to the action not completed by the follower. For
example it would be disproportionate to fire an employee follower the first time they do not
return from their lunch break at the stated time. Similarly it is disproportionate to reduce the
wages of an employee follower that hasnt completed their duties over a six month period by 20
when their monthly pay is 1000.
Coercive powers should be used carefully; overuse can lead to unhappy employee followers.
Unhappy followers can be negative or unmotivated; they may resign or adopt a work to rule
attitude. Work to rule is where employees refuse to undertake any duties (or adopt working
practices) that are not stated in their contract.
Legitimate Power
This is the power that a leader has when the followers believe that the leader has a right to
instruct them and that they have an obligation to follow instructions. Sometimes legitimacy
power is created by the leaders job title (such as captain, doctor, or area manager), combined
with the followers belief that the job title gives the leader the right to give them orders.
Referent Power
This is created when the followers believe that the leader possess qualities that they admire
and would like to possess. The followers identify with their leader and attempt to copy their
leader. As referent power is dependant on how the follower views the personality of their leader,
a leader will not have referent power over every follower they lead. Some leaders will have
referent power over just a few, whilst others such as Gandhi have lead millions through their
personality and charisma.
Expert Power
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As the title suggests a leader has expert power when the followers believe that the leader has
expert knowledge or skills that are relevant to the job or tasks they have to complete. Often an
experienced member of the team or staff in an organization can have expert power even though
they are not a supervisor or manager.
http://www.12manage.com/methods_french_raven_bases_social_power.html
II. Make the summary of the text as in the example and learn it by heart.
Summary
As can be seen each of the powers is created by the followers belief, if the follower does not hold
the requisite belief then the leader is not able to influence them.
Reward power needs follower to believe leader will reward them.
Coercive power needs follower to believe leader will punish them.
Legitimate power needs follower to believe leader has right to instruct them.
Referent power need follower to believe leader has desirable qualities.
Expert power need follower to believe leader is an expert.
Whether the followers beliefs are correct is irrelevant, the beliefs alone will determine the
type of power, a leader has over the follower.
Each of the leadership powers can be used by themselves or combined so that the leader has
maximum influence. The leader will therefore need to think carefully about which power to use.
The use of one power could lead to a decrease in another for example coercive power (which
necessitates the use of punishment) may decrease the leaders referent power , if it causes the
followers to belief that the leader has qualities that arent admirable.
III. Find antonyms of the following words: a reward, to complete, effective, proportionate, to
refuse, frequent, initially, to reduce, to return, dependant, supervisor.
IV. State if the sentences are True or False:
T
F
1) The followers have to believe that the leader will give them the reward
promised once the task is not completed by them.
2) Rewards should not be offered, to follower employees to complete duties
which are a normal part of their role.
3) The leader may use any penalty he likes and thinks is suitable for the
situation.
4) The followers have an obligation to obey all instructions of the

leader without thinking over them.
5) An experienced member of the team or staff in an organization can have
expert power even though they are not a supervisor or manager.
6) A bar of chocolate or a box of sweets is a sincere reward for everybody.
7) Legitimacy power is created by the leaders job title (such as captain,
doctor, or area manager).
Listening
You are going to hear two people discussing what makes a good leader. Listen carefully to
what they say, and answer the questions:
1. Does the first speaker think that people who study business can learn how to become a
leader?
2. What is leadership, according to the first speaker?
3. What word does the second speaker use to describe leadership?
4. The first speaker mentions two famous people from history. Who are they? (p.19)
Reading
158
I. Read for general understanding and try to guess what the text is about:
proper organization of a managers job
peoples abilities and talents
good human relations and proper working relations between people
rewards
promotion system
a managers integrity
The Spirit of organization
Management by objective tells a manager what he ought to do. The proper organization of
his job enables him to do it. But it is the spirit of organization that determines whether he will do
it. It is the spirit that motivates, that calls upon a mans reserves of dedication and effort that
decides whether he will give his best or do just enough to get by.
It is the purpose of an organization to make common man do uncommon things this
phrasing is Lord Beveridges. No organization can depend on genius; the supply is always scarce
and always unpredictable. But it is the test of an organization that it makes ordinary human
beings perform better than they are capable of, that it bring out whatever strength there is in its
members and use it to make all other members perform more and better. It is the test of an
organization that it neutralizes the weakness of its members.
Altogether the test of good spirit is not that people get along together; it is performance,
not conformance. Good human relations not grounded in the satisfaction of good performance
and the harmony of proper working relations are actually poor human relations and result in poor
spirit. They do not make people grow; they make them conform and contract. I shall never forget
the university president who once said to me: It is my job to make it possible for the first-rate
teacher to teach. Whether he gets along with his colleagues or with me and very few of really
good teachers do either is irrelevant. We certainly have a collection of problem children here
but do they teach. And when his successor substituted for this a policy of peace and harmony,
both the performance and the spirit of the faculty rapidly went to pieces.
There are five areas in which practices are required to ensure the right spirit throughout
management organization:
1) There must be high performance requirements; no condoning of poor or mediocre
performance; and rewards must be based on performance.
2) Each management job must be a rewarding job in itself rather than just a step in the
promotion ladder.
3) There must be rational and just promotion system.
4) Management needs a Charter spelling out clearly who has the power to make life-anddeath decisions affecting a manager; and there should be some way for a manager to
appeal to a higher court.
5) In its appointments management must demonstrate that it realizes that integrity is the
absolute requirement of a manager, the one quality that he has to bring with him and
cannot be expected to acquire later on.
A man should never be appointed to a managerial position if his vision focuses on peoples
weakness rather than on their strengths. He should be a realist; and no one is less realistic than
the cynic. A man should never be appointed if he is more interested in the question: Who is
right? Management should never appoint a man who considers intelligence more important than
integrity.
The man with whom a man works, and especially his subordinates, knows in a few weeks
whether he has integrity or not. They may forgive a man a great deal: incompetence, ignorance,
insecurity or bad manners. But they will never forgive him lack of integrity. Nor will they
forgive higher management for choosing him.
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http://fit.flybb.ru/topic45.html
II. Find synonyms of the following words: objective, to motivate, common, performance,
capable, get along, spirit, mediocre, appeal, integrity.
III. Complete the sentences:
1) The spirit of organization determines . .
2) An organization helps . .
3) Good human relations make people . .
4) To create the right spirit throughout management organization it is necessary . .
5) A man should be appointed to a managerial position if . .
6) People will never forgive . .
IV. Write some words about the spirit in your group using the following words and word
combinations:
- get along together, human relations, to develop, to depend on, harmony, a managerial position,
peoples weaknesses/ strengths, etc.
V. Discussion
1) What is the spirit of an organization?
2) It is the purpose of an organization to make common man do uncommon things this
phrasing is Lord Beveridges. Do you agree with it? When (in what conditions) will an ordinary
man do extraordinary things?
3) How can you test working relations in a company?
4) What is the main criterion of a good spirit in an office?
5) Enumerate the five areas in which practices are required to ensure the right spirit
throughout management organization.
6) Explain what the Charter is. Should every company have a charter? What about our
university?
7) No one is less realistic than the cynic. How do you understand this statement?
8) What things in a person can\cant you forgive?
Speaking
Express your opinion what points should be included in the Charter of your group\your
faculty\your circle of friends, etc. Compose a list of rules how to behave (at least 15 items).
Project
Analyze management style of the university. Study the University Charter and present it to
the group.
Unit IX. BUSINESS ETHICS

Learn how to deal with glass ceiling and discrimination at work; how to give flowers to
your business partners; learn about product tampering.
Lesson 1. Business cards

Warm-up
I. Have you ever given anybody your business card? How was it?
II. Have you ever got business cards? How did you receive it?
Reading
I. Read the text about how to give and receive business cards correctly.
160
Take your time. It's impossible to convey respect if you fling your card at someone.
Remember that the left hand is considered unclean in the Islamic world. Even in many nonIslamic areas of Africa and Asia, the tradition has evolved of using the right hand in preference
over the left.
In some parts of Asia (notably Japan), presenting a card with two hands conveys respect.
When using both hands, hold your card by the two upper corners.
When you receive a business card, immediately take time to read it. This is a good time to
repeat the person's name, especially if it is in a language you're not familiar with. While you may
write on your own card, never write on someone else's business card.
Ideally, you should store your business cards in a small case. If you don't have a card case
with you, put your cards in a front or side pocket.
It's only polite to have your card translated into the local language. One side of the card
should be in your language, the opposite side in the local language.
Bring plenty of cards. In some countries, you will need two for each one-to-one visit, since
the secretary will keep one card.
II. Make your own business card. Roleplay the situation of giving and receiving them
according to the cultural preferences.
Lesson 2. Glass ceiling

Warm-up
I. What is glass ceiling? Consult your dictionary if necessary.
II. Read the information about the glass ceiling and discuss the questions below.
A glass ceiling is an unofficial barrier which stops certain kinds of people from advancing in
their careers. This means that they won't be promoted even if they deserve it. The glass ceiling is
a form of discrimination which sometimes affects women or people from racial minorities.
1. How common are glass ceilings in your country?
2. What, if anything, should governments or companies do to make sure that everyone has equal
opportunities in the workplace?
Active vocabulary
Lexical exercises
I. Complete the sentences using each of the words below.
Unfair
unethical
dishonest
illegal
1. It was really . of her to claim she had experience when she didn't.
2. Exporting works of art without a license is ; you'll go to prison if they catch you.
3. You shouldn't talk about your clients' business in front of everyone, it's . .
4. How! He only got promoted because he was the boss's nephew.
II. Match the situations 1-4 with the comments a-d below.
1. Without exception all staff members are obliged to retire at the age of 65.
2. Ms Spencer was dismissed for poor time-keeping.
3. A further part of the work force was made redundant when the order was cancelled.
4. He had to resign to avoid a scandal.
a) I hate to tell you this, but they've laid off even more people.
b) Mrs. Biggs didn't want to stop work at all. She was so sad at her leaving party.
c) Well, apparently he had to quit. It was either that or seeing his name in the papers.
d) Janet's been sacked for being late all the time.
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III. Find less formal words in 2a-d above for the words in italics in 1-4. Do you have
equivalents in your language?
IV. Complete the sentences 1-5 with prepositions below.
with
for against
of
for
1. She was discriminated.. for being a woman in a man's world.
2. They're prosecuting the factorydumping chemicals in the river.
3. A minister has been accused.accepting bribes.
4. A manager and stockbroker have been charged illegally exploiting market
information.
5. Three car dealers have been fined..fixing the prices of their vehicles.
V. Which sentences in 4 above describe the following crimes?

a) damaging the environment
b) insider trading
c) unfair competition
d) bribery and corruption
e) unfair employment practices
Speaking
Find any case of glass ceiling in any country and discuss it within your group.
Lesson 3. Discrimination
Warm-up
1. What is discrimination?
2. Have you ever come across such case?
3. How common is discrimination in your country?
4. Should we go to the law when being discriminated?
Case study
Read about the three real cases and complete the table.
Plaintiff(-the
person
starting the legal action)
Case 1
Defendant(-the
Reason for the case
person/organization who
has been accused of doing
something wrong)
Tahir Hussain
Case 2
Age discrimination
Case 3
Sun Valley Foods
Case 1
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When Tahir Hussain, an Asian man, applied for a job with a motor firm, his application was
turned down. However, when he invented a fictitious CV for a white Englishwoman called
Catherine Riley to accompany an application for the same job, he was called for an interview. He
claimed the car dealer was guilty of both sex and race discrimination. The solicitor representing
the car company said that Mr. Hussains application had been refused because it appeared
arrogant and over-sold himself. The CV from the imaginary Catherine Riley was more factual.
Case 2
Mrs. Gweneth Niman wants to take the charity Age Concern to court because she was told to
retire when she turned 70. She earned $280 a month selling insurance. Mrs. Niman is so angry
that she is prepared to go all the way to the European Court of Human Justice. Age Concern,
which campaigns against ageism, said she could continue her job on a voluntary basis. The
charity says that all staff knows that 70 is the maximum retirement age.
Case 3
A man was refused a job at a chicken factory because he was too tall. Sun Valley Foods
rejected him for factory work. Barry Seale, who is 1.88m, claims sex discrimination because
men are generally taller than women. The firm says it operated a heightist policy because it
was afraid that tall workers would suffer back and neck injury.
Profile Intermediate, Oxford Business English
Speaking
I. Discuss your immediate reaction to each of the three cases.
II. What decision would you make if you were a judge?
III. Below you may find out what the real tribunals decided.
Case 1: The court decided the motor firm was guilty of racial discrimination.
Case 2: The case has not been dealt yet.
Case 3: The court decided that the Sun Valley Company was guilty.
Lesson 4. Product tampering

Warm-up
I. What is product tampering? Consult your Active Vocabulary or any other dictionary.
II. Have you ever come across product tampering?
III. What cases of product tampering are known in your country?
IV. Why do people do this?
Active vocabulary
Give English and Russian equivalents to the following words.
product tampering
making changes to products

without permission, especially
in order to deliberately
damage it.
negative publicity
to contaminate
to recall
163
to withdraw
copycat
Reading
I. Read and translate the article.
Companies sometimes have to handle negative publicity when things go wrong. A firm may
accidentally contaminate a product during production. In such cases they have to recall the
product and withdraw it from supermarket shelves. Unfortunately a product may be the victim of
product tampering. This is where people damage it in some way and then make false claims.
This may be to get money from the manufacturers of a brand or the store where it is sold or
else simply for media attention. A sad fact is that when such stories are reported they often cause
a wave of copycat behaviour.
Gerber is one of the best known brands of baby food products in the United States. So
when, twenty years ago, pieces of glass were discovered in its fruit juice, it immediately recalled
550,000 jars. However, the negative publicity saw sales of Gerber products fall by 4%. So when,
two years later, there were over 200 complaints concerning glass in its baby food, Gerber
management decided to try and keep everything as quiet as possible. An inspection of 36,000 jars
showed that even the largest pieces of glass were so small that they were practically invisible. As
the glass appeared harmless, a recall seems unnecessary and unjustified. Many believed that the
glass had not been the fault of production but that publicity seekers had deliberately put it in the
food. Maybe if Gerber's reputation hadn't been damaged by the juice incident, they would have
issued a product recall. But this time they made the mistake of trying to keep quiet and released a
storm of media criticism.
Legally Gerber had acted in good faith and saw itself as the victim. They could point to their
quality manufacturing process and high standards. If a flaw had been found in their process, they
would have immediately corrected it. Ethically the situation was more complicated. Babies are
innocent and helpless and Gerber had built its reputation on providing them with the safest and
highest quality products. Gerber should have been seen to do everything in its power to prevent
the mouths of babies being cut. At the very least the company should have responded publicly
with their side of the story. If Gerber had handled the media better, it would have avoided much
of the negative publicity.
By contrast, Pepsi provides an excellent example in how to deal with a product tampering
crisis. In 1993 syringes were reported in its products and the company acted swiftly. Cameras
went into its plant and filmed its high-speed, high-tech canning process, which is specifically
designed to prevent contamination. This was then shown to an estimated audience of 187 million
people. A second release dealt with the arrest of someone in connection with the tampering. A
third actually showed a woman filmed as she put a syringe into an opened can of the soft drink. It
talked about copycat behaviour being responsible. Pepsi rounded off its campaign with a national
TV and print advertisement, which thanked consumers and gave them the message that they
could drink as much Pepsi as they wanted.
II. Read the first paragraph of the article and make questions for these answers.
1) for its baby food.
2) glass was found in jars of Gerber juice.
3) by recalling half a million bottles.
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4) sales dropped by 4%.

5) two years later.
6) more than 200.
7) tiny.
8) because it seemed unjustified.
9) they decided to keep quiet about it.
10) they were criticized in the media.
III. Read the second paragraph and complete the table.
What Gerber thought
1). We are the victims.
2). We behaved legally.
3). No public declaration or explanation was
necessary.
What the media and the public thought

1)..are the victims.
2).Gerber behaved.. .
3).Gerber should have.. .
IV. Read how Pepsi dealt with its own product tampering case, in the third paragraph.
1. How successful was its policy of openness?
2. What four steps did it take to reassure the public and neutralize any bad publicity?
3. What do you think was the specific aim of each of the four steps?
4. How do you think the public felt about Pepsi by the end?
V. Have you, or anyone you know, ever bought a food product which had glass or stones in
it? What did you do about it? Did you complain to the shop or the manufacturer?
Lesson 5. Flowers in Business

Warm-up
I. How do you consider flowers in business? Are they obligatory? In what situations?
II. Can you remember the situation when flowers led to the confusion on a meeting?
III. How do you think flowers are accepted in different countries?
IV. Did you happen to give anybody flowers? Tell your group mates about it.
Reading
Flowers occupy a uniquely acceptable place in the spectrum of gifts. The transitory nature
of cut flowers makes them an ideal present: They cannot be mistaken for a bribe, and can be
given on a regular basis. However, flowers also have specific cultural associations which differ
in each country.
There are two typical situations in which flowers can be useful to businesspeople. One is to
help establish a good relationship with a secretary. The other is when an executive is invited to
someone's house.
It is still more customary - all over the world - to give flowers to women rather than men,
who in most cultures only receive flowers when ill. Here are some flower-giving guidelines
which should keep you from falling foul of local taboos.
Japan
The appreciation and arrangement of flowers is a complex art in Japan. Every flower has a
legend. The camellia, for example, is considered unlucky! Flowers are traditionally given in just
three specific situations: during courtship, at funerals, and as a get-well gift. Funeral
arrangements consist of small bunches of yellow or white chrysanthemums (Japan's national
symbol), combined with lots of foliage. Avoid giving flowers in the "unlucky" numbers of four
and nine. And be sure to bring only cut flowers to a sick person.
U.S.A.
165
Gladioli and lilies are associated with funerals, although lilies are also given at Easter. Red
roses usually have romantic connotations. Apart from that, for most Americans there are no
flower taboos.
Switzerland
It is a rare honor to be invited into a Swiss home. One should bring a gift to show one's
appreciation of the privilege, but flowers are only one possibility. Comestibles, such as sweets or
wine, are equally welcome. If flowers are brought, avoid white carnations (funeral) and red roses
(romantic connotations).
France
A bouquet should have an odd number of flowers, but never seven or thirteen. On Labor Day
(May 1) the French give lily-of-the-valley. Red roses are not reserved for lovers, but do imply a
familiarity that business associates are unlikely to achieve. Carnations are associated with bad
luck. Chrysanthemums are used for funerals, and are placed on graves on All Saints Day
(November 1). If you are invited to dinner, be sure to bring flowers. No gifts are brought to
formal dinners, of course. In general, the later the dinner, the more formal the event.
Speaking
Discuss the following questions within your group.
1. What are the cases of giving flowers?
2. Name two situations in which flowers are useful to businesspeople.
3. Can you describe flower traditions in different countries?
4. Get ready to enlarge your knowledge in this sphere. Prepare for the discussion on flower
traditions in Russia (business, romantic or other connotations).
5. Speak about international gift-giving.
Unit X.NEGOTIATING SKILLS

Learn how to build a negotiation strategy, use the specific language, solve different
problems and conflict situations
Lesson 1. Presenting
Warm Up
I. Comment on the expression: Talk low, talk slow and dont say too much. (John Wayne,
Hollywood film star)
II. Think of successful talks youve been to in the past. What made them so successful?
Complete the following list of elements that make a good presentation using the words in
the boxes.
a-e humour talk appearance knowledge
f-j preparation language attitude voice visuals
To be a good presenter you need
a. a well-structured _____________
f. an enthusiastic ______________
b. thorough subject _____________
g. a strong ____________________
c. a smart and professional _______
h. a creative use of _____________
d. a good sense of ______________
i. expressive body _____________
e. good eye ___________________
j. careful_____________________
III. With a partner, discuss the elements in 1 and number them in order of importance. Use
the phrases below in your discussion.
166
What you need most of all is

Another important thing is
I think is pretty important too
can make a real difference

It helps if , but its not essential
You dont need , as long as
IV. Add your own ideas to the list in 3

Reading
I. Read the text below. Is it a good advice? Why?
Did you know that almost thirty million of business presentations are given every day? And
yet, in surveys, most managers say that are most afraid of
public speaking than anything else even death! To overcome
nerves, a lot of presentation trainers advise you to just be
yourself.
Listening
1. Listen to three people speaking. Concentrate on the way
they sound. Are they having a conversation or giving a
presentation? How do you know?
Conversation
11
11
11
Presentation
Conversation
11
11
11
Presentation
II. Discuss with a partner. How is speaking to the audience even a small one different
from speaking to a group of friends? Think about the following:
how clearly you speak

how often you pause
how quickly you speak

how emphatic you are
III. Look at this famous toast to Albert Einstein by writer, George Bernard Shaw. The
extract is unpunctuated. Mark ( | ) where you think the speaker paused. Then listen and
check.
I have said that great men are a mixed lot but there are orders of
great men there are great men who are great amongst all men but
there are also great men who are great amongst great men and that
is the sort of great man whom you have amongst you tonight I go
back 2,500 years and how many of them can I count in that period
167
I can count them on the fingers of my two hands Pythagoras Ptolemy Aristotle Copernicus
Kepler Galileo Newton Einstein and I still have two fingers left vacant my lords ladies and
gentlemen are you ready for the toast health and length of days to the greatest of our
contemporaries Einstein
IV. a. Listen again and underline the stressed words.
b. Is there a connection between what we stress and where we pause?
c. What is the effect of pausing
less often?_____________________________________________________________________
more often?____________________________________________________________________
V. Write a toast to your famous contemporary
A Team Presentation
I. Look at the following information from First Direct. With a partner first present the
information clearly and professionally. Then present the information enthusiastically and
dramatically. Which sounds better?
Presenter 1
When you join First Direct you experience
something unbelievable. A bank designed
around you, which doesnt expect you to fit
round it
Presenter 2
A bank which recruits people who like to talk.
A bank which gives its people all the
information they need to enable them to help
you. A bank which believes in sorting your
money out for you without you having to ask.
Presenter 1
Presenter 2
Funny kind of bank? Unbelievable? Even a You can, naturally, choose when, where and
little magical? Yes, but also efficient, safe and how to deal with your money. Were open 24
secure.
hours a day. Our people are ready to talk to
you, whenever you call.
Presenter 1
Presenter 2
And wherever you might be in the world, you Join First Direct and feel good about your bank;
can bank online.
its your money, after all.
II. In the extract above find the examples of
a. repetition
b. rhetorical questions
c. grouping points in threes

d. pairs of contrasting points
III. Match the items in 2 to why they are effective.
You invite your audience to try to anticipate your answer

You create a satisfying set of completeness
You make sure your audience doesnt miss your main points
You emphasise what you are saying by using the power of opposites
Lexical exercises
I. Find in the lesson the equivalents of the following expressions. Why are these things
important in negotiating?
168
, , ,
, , ,
, , , ,
.
II. Use the expressions from above in sentences of your own.
Lesson 2. Presentation Tips

Warm Up
I. Comment on the expression: The best audience is intelligent, well-educated and a little
drunk. (Alben W. Barkley, ex-US vice-president)
II. In your opinion, what should an ideal audience be like?
Active Vocabulary
I. The following expressions will help you to give the clear structure to a presentation.
Complete them using the correct preposition.
to
1.
2.
3.
4.
5.
6.
7.
8.
on
of
off
back
about
up
for
To start ________ , then,

To move ________ to my next point,
To go ________ to what I was saying,
To turn now ________ a different matter,
To say a bit more ________ that,
To dive you an example ________ what I mean,
To digress ________ a moment,
To sum ________ then,
II. Which of the expressions above are used to
return to an important point?

repeat the main points?
talk about something unconnected?
begin the presentation?

expand a point?
change the subject?
III. You can draw attention to your visuals by using the phrases below. Complete them
using the words from the box.
1.
give
2.
3.
4.
5.
see
point
have
show
_
a look at this.
As you can _______,
Id like to _______ out
Let me _______ you something
To _______ you the background to this
Listening
I. Listen to a stock trading company manager describe how
his team solved a problem with the company's website
Part A
169
___
___
1. Underline the two things the manager does to open his presentation.
ask a question / tell a joke / tell a story / quote some figures
2. What's the significance of the following facts and figures?
9
__________________________________________
250,000
__________________________________________
3
__________________________________________
60,000
__________________________________________
Part B
3. What three problems was the company having with its
website?
a.________________________________________
b.________________________________________
c.________________________________________
4. Having improved the website, what are E-Stock's two
current objectives?
a._______________________________________
b._______________________________________
Part C
5. Which graph (a, b, c or d) does the speaker refer to?
6. What three things does the manager do to close his
presentation?
a. he sums up his talk
b. he quotes a well-known person
c. he refers people to his report
d. he invites questions
Reading
Using the framework below, prepare a short presentation of a problem you solved at work.
It can be any kind of problem, big or small. Complete the boxes on the right with brief
notes. If you like, prepare simple visual aids based on the information you put in these
boxes. Use the language on the left to help you structure your talk, but change it if you need
to.
A Ten-Point Presentation Plan
170
1. Impact opening (choose one)

(Ask a question) Have you ever ?How would you..?
(Quote some surprising figures) Did you know ?
(Quote someone well-known) (Name) once said
(Use a newspaper headline) Have a look at this
2. Give the background to the problem
OK. (Time) ago we were having difficulties with
We couldnt
And we werent
3. Ask a rhetorical question
So, what was going wrong?
4. Describe the problem
Well, the problem we were facing
was not
but
5. Describe its effects
Now, obviously, this was having an effect on
as well as
and
6. Ask another rhetorical question
So, how did we deal with the problem?
7. Describe the action you took
Well, basically there were three things we had to do
Our first priority was to
The next thing was to
And, finally, we
8. Ask a third rhetorical question
The question is, did it work?
9. Describe the results (perhaps a graph)
Have a look at this.
Here are the results.
As you can see
10. Close
Ok, Im going to break off in a second and take questions.
To sum up,
Thank you.
Title
Background
1.
2.
3.
Problem
Effects
1.
2.
3.
Action
1.
2.
3.
Results
Summary
Lesson 3. Negotiating
Warm Up
I. Comment on the expression: Never begin deal, a
battle or a love affair if the fear of loosing overshadows
prospect of winning. (Aristotle Onassis, shipping tycoon)
171
the
II. What is important for successful negotiations? Why?
Reading
William Ury is a co-author of the worlds most famous book on negotiating, Getting to Yes.
Read the following extract from his best-selling sequel, Getting Past No. Which of the
situations remind you of something thats happened to you?
Daily life is full of negotiations that can drive you crazy. Over breakfast you get into
an argument with your spouse about buying a new car. You think its time, but your spouse
says: Dont be ridiculous! You know, we cant afford it right now.
A morning meeting with your boss. You present him with a carefully prepared proposal
for a new project, but he interrupts you after a minute and says: We already tried that
and it didnt work. Next item.
During your lunch hour you try to return a defective toaster-oven, but the salesperson
refuses to refund your money because you dont have the sales slip: Its store policy.
In the evening you need to return some phone calls, but the line is tied up by your
thirteen-year-old daughter. Exasperated, you ask her to get off the phone. She yells: Why
dont you get me my own phone line? All my friends have them.
Adapted from Getting Past No by William Ury
I. In order to give the person in the extract above advice, what
else would you need to know about each situation? What would
you say in response to each of the people in the text? Compare
your ideas with a partner.
II. Complete the following sentence in not mare than five words:
A good negotiator ______________________________
Compare sentences with other people in the class.
Listening
I. Listen to four business people sharing their views on how to
negotiate and answer the questions below.
a. Put the following stages in a negotiation into the order
Speaker 1 mentions them.
have lunch
agree on a procedure
bargain
close
listen and take notes
create a rapport
set out proposals
agree terms
celebrate
make counter-proposals
b. Speaker 2 refers to the following acronyms. What do they mean?

OP__________________________________________________________________________
TP__________________________________________________________________________
WAP________________________________________________________________________
FBP_________________________________________________________________________
BATNA______________________________________________________________________
172
c. According to Speaker 3, why doesnt win-win usually work?

_____________________________________________________________________________
d. What five pieces of advice does Speaker 3 offer?
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
e. According to Speaker 4, whats the worst thing you can do to a negotiator?
_____________________________________________________________________________
Whats the difference between tactics and dirty tricks?
_____________________________________________________________________________
What examples does he mention?
_____________________________________________________________________________
Active Vocabulary
I. Make up the following collocations.
a. initial
deal
a. critical
process
b. long-term
offer
b. win-win
demand
c. dirty
relationship
c. negotiating
phase
d. one off
tricks
d. last minute
negotiation
II. Translate the collocations above into Russian. Explain their meanings. Use them in the
sentences of your own.
III. Give your definitions to each word from the box below. What of them are meant by the
following statements?
decisions
problems
ideas
figures
excuses
views
proposals
your colleagues
a. You can address them. You can deal with them. You can foresee them. You can solve them.
b. You can develop them. You can share them. You can come up with them. You can brainstorm them.
c. You can make them. You can consider them. You can put them
forward. You can withdraw them.
d. You can look at them. You can go through them. You can quote
them. You can round them up.
e. You can make them. You can question them. You can reach
them. You can put them off.
f. You can support them. You can attack them. You can back
them up. You can chat with them.
g. You can air them. You can share them. You can express them.
You can exchange them.
h. You can make them. You can look for them. You can invent
them. You can refuse to accept them.
173
Lesson 4. The language of Negotiations

Warm Up
I. Answer the following questions. Discuss your answers with the rest of the group.
a. Do you think you are a good negotiator? Why or why not?
b. Do you know someone who is a good negotiator? What makes him/her such a good
negotiator?
c. Have you ever negotiated for something?
II. Look at the picture below. Do you think these people are good negotiators? Why?
Discussion
I. Read the joke. Is there a lesson to be learnt from it?
Two priests were so addicted to smoking that they desperately needed to puff on
cigarettes even while they prayed. Both developed guilty conscience and decided
to ask their superior for permission to smoke.
The first asked if it was OK to smoke while he was praying. Permission was
denied. The second priest asked if he was allowed to pray while he was smoking.
His superior found his dedication admirable and immediately granted his
request.
II. How direct you want to be in a negotiation is a matter of both cultural and personal
choice. In which side on the line below would you place people from your own culture?
How about you personally?
prefer the diplomatic approach --------------------|------------------ prefer straight-talking
III. Find someone in your group who put themselves on the other side of the line from you.
Try to persuade each other that your side is better.
Active Vocabulary
174
I. The following thoughts passed through the minds of two negotiators during a
negotiation. Use the words and phrases in brackets to reproduce what they actually said.
a. Thats impossible.
(unfortunately/would not/possible)_______________________________________________
b. We cant go higher than 7%.
(would find/quite difficult) _____________________
c. We wont accept less than $5 a unit.
(afraid / not in the position / this
stage)_________
d. Youll have to pay more if you want that.
(may
/
lightly)_____________________________
e. We should spend more time looking for a
compromise here.
(shouldnt / little?)_________________________
f. It would be a good idea to agree on a price
before we go any further.
(wouldnt / be better?)______________________
g. We hoped youd pay a deposit today.
(were hoping / able)________________________
h. It will be difficult to get my boss to agree to
this.
(might not / very easy)______________________
i. Thats as far as we can go.
(think / about / the moment)__________________
II. What do the negotiators do to make their
statements sound more diplomatically? Do you prefer the direct or diplomatic versions?
III. The following expressions are all useful in negotiations, but some letters are missing
from the words. When you have completed them, the letters in the box spell out some good
advise for a negotiator.
Perhaps we should begin by outlining our initial
Can I make a
What if we offered you an ...
Let me get this quite
Would you be willing to accept a
t
g g
a l t
n
l
p
Im afraid this doesnt really solve our

We may be in a position to revise our
Thats about as far as we can go at this
Are these terms broadly
c c
Let me just check I understand you

Im afraid we could accept this on one
What sort of figure we are talking
Could you give us an idea of what we are looking
r r
m
f f
t
g
p t
n d
t
?
p r
175
t
a
What sort of time-scale are we looking

Wed like to see some movement on
s t
e ?
r
m
a
c
Cant we just run through the main points once

At this moment, we do not see this as a viable
We seem to be nearing
Well, thats it. I think weve earned ourselves a
o
a
o
t
e e
e ?
t
k !
Listening
I. Listen to extracts from two different negotiations and tick off the expressions above as
you hear them. Which two are not used?
II. Listen again and complete the following notes.
Mammoth Construction plc
Schumann Tender
Smart move plc

The Communication skills specialist
Telesales training 2-day seminar
Our original bid: 7.8 m. euros

Client counter offer:______ euros
Project to be completed within__________
Plant to be operational by ___________
Our revised bid:
____________euros in advance
____________euros mid-contract
____________euros on copletion
TOTAL:____________euros
Schedule overrun penalty:
______________euros per week
no. seminars______over_______-month period

no. trainers ________ to be approved
max no. participants per seminar__________
Full fee: ______ pounds
Discount:_______pounds
Final fee: _______pounds
_________% non-refundable deposit =
_______ poundes
Lexical Exercises
I.Use the following words to complete each expression.
issue
say
mind thought
consideration
decision
a Originally, he agreed to work with us, but now he has changed his __________________.
b She said she would come, but now shes having second __________________s.
c The boss always has the final __________________ in purchases over 1500.
d Ive given the matter a lot of __________________.
e Everyone in the department backed the __________________ to abandon the project.
f There are several factors to take into __________________.
g There are several things that we should bear in __________________.
h They havent addressed the problem at all: theyve completely dodged the
__________________.
i Im in two __________________s about whether to accept their proposal or not.
j Time was short. We had to make a snap __________________.
II. These are some tips from negotiation experts. Fill in the gaps.
1.
2.
3.
4.
you shouldmore than you(speak/ listen)

Remember: never but always(ask questions/ interrupt)
He who talks figures will finish (first/ last)
Being is a powerful tool. Beingis only destructive (assertive/ aggressive)
176
5. Sellers should ask for than they expect to receive, and buyers should offer than they are
prepared to pay.(more/ less)
Reading
Read the text. Try to understand the key points. Give each extract a
headline.
-
Barriers To Successful Negotiation

Conclusion
Not Trying To Understand The Other Person
Becoming Emotional
Trying To Win At All Costs
Overview of the Negotiation Process
Blaming The Other Person
Basic Negotiating Tips
(A) Negotiating is the process by which two or more parties with different needs and
goals work to find a mutually acceptable solution to an issue. Because negotiating is an interpersonal process, each negotiating situation is different, and influenced by each party's skills,
attitudes and style. We often look at negotiating as unpleasant, because it implies conflict, but
negotiating need not be characterized by bad feelings, or angry behaviour. Understanding more
about the negotiation process allows us to manage our negotiations with confidence increases the
chance that the outcomes will be positive for both parties.
(B) Negotiation need not be
confrontational.
In fact effective
negotiation is characterized by the
parties working together to find a
solution, rather than each party trying to
WIN the contest of wills. Keep in mind
that the attitude that you take in
negotiation (eg. hostile, cooperative) will
set the tone for the interaction. If you are
confrontational, you will have a fight on
your hands.
(C) If you "win" there must be a loser, and that can create more difficulty down the road.
The best perspective in negotiation is to try to find a solution where both parties "win". Try not
to view negotiation as a contest that must be won.
(D) It's normal to become emotional during negotiation that is important. However, as
we get more emotional, we are less able to channel our negotiating behaviour in constructive
ways. It is important to maintain control.
(E) Since we are trying to find a solution acceptable to both parties, we need to
understand the other person's needs, and wants with respect to the issue. If we don't know what
the person needs or wants, we will be unable to negotiate properly. Often, when we take the time
to find out about the other person, we discover that there is no significant disagreement.
177
(F) In any conflict or negotiation, each party contributes, for better or worse. If you
blame the other person for the difficulty you will create an angry situation. If you take
responsibility for the problem, you will create a spirit of cooperation.
(G) Negotiating is a complex process but one worth mastering. If you keep in mind that
you are responsible for the success or failure of negotiation, and if you follow the tips above, you
will find the process easier.
From http://work911.com/articles/negotiate.htm
I. Find the equivalents of the following words and phrases in the
text:
, , , ,
, , ,
, , ,
,
,
,
, , ,
, , .
II. Classify these expressions according to two groups:
a) actions and stages of the process
b) negotiators behaviour
III. Use the expressions from 1 to make your own words and phrases
Speaking
Together with your partner, make up a dialogue. One of you is going
to negotiate on one important issue and doesnt know how to
behave. The other one gives him / her some advise. Present your
dialogue to the class.
Unit IX.ADVERTISING
Learn about the different forms of advertising and the choice of the way to advertise goods
and services.
Lesson 1. Advertisement Ideas

Warm Up
I. Identify the following pictures. Whats the difference between them? Interpret them.
1. What are brand names?

2. What of them show the product?
3. What of them are just symbols?
4. What can you say about the use of colour / slogans / initials?
178
5. What messages do the symbols transmit?
Language items that can be used: background, between, below, while, neither...nor, both, unlike
Active Vocabulary
I. Match the words with their definitions:
symbol
sign
badge
insignia
A graphic mark commonly used by commercial enterprises,

organizations and even individuals to aid and promote instant public
recognition. They are either purely graphic (symbols/icons) or are
composed of the name of the organization.
Something such as an object, picture, written word, sound, or
particular mark that represents something else by association,
resemblance, or convention
A symbol or token of personal power, status or office, or of an
official body of government or jurisdiction. They are especially used
as an emblem of a specific or general authority.
A pattern that is used to represent an idea, or an individual, it
crystallizes in concrete, visual terms some abstraction, a
representation of an object.
logo
A piece of paper, polymer, cloth, metal, or other material affixed to

a container or article, on which is printed a legend, information
concerning the product, addresses, etc. It may also be printed directly
on the container or article.
label
A device or accoutrement which is presented or displayed to indicate

some feat of service, a special accomplishment, a symbol of
authority granted by taking an oath, a sign of legitimate employment
or student status, or as a simple means of identification.
emblem
An entity which signifies another entity.
II. Find an example of each on the web (or project the ones below), and explain
when/how/when/why they are used.
179
III. What are logos and what is their function?

Reading. Read and translate the text. Discuss it with your partner.
Advertisement Ideas
Advertising a product plays a vital role in its total sales, because it helps to draw the
attention of a large number of consumers. However, advertising needs to be done in a proper and
systematic manner, to target the potential buyer.
Newspaper Advertising
Placing an advertisement of your products or company in the local newspaper, is still
considered to be one of the best advertising ideas. For newspaper advertisements, be very
specific when it comes to giving the wording for your ad, as you have to pay charges depending
on the number of words. Make sure that the content in the advertisement is relevant,
grammatically correct and appealing to the customers. Large sized color advertisements can be
the best advertising technique for those with a high budget.
Radio Advertising
Due to the increasing popularity of radio, radio advertising has been the best means of making
the people aware of your new products. Ad jingles are the best way advertising on the radio.
Conducting interesting contests on the radio in which the radio jockey asks some product related
questions and the lucky winners get your product as the prize, can be useful radio advertising
ideas. You can also enter into a sponsorship deal with a radio station.
Television Advertising
Television advertising can help you reach a large audience and increase your sales turnover. For
that, you will have to shoot ads with models and hire experienced ad directors. If you have a high
budget, you can surely rope in some top celebrities to advertise your products. By airing your ads
on popular channels and shows, you
increase your chances of grabbing the
attention of the viewers.
Internet Advertising
With the number of Internet users increasing
at a rapid pace all round the world, Internet
advertising becomes the best way of
180
introducing your services and products. You can find out which are the most popular and highly
surfed websites and place ads on them to reach maximum number of people. However, you
should be aware of the internet advertising costs and terms and conditions to do the same.
Making use of Banners, Hoardings and Pamphlets
Banners, hoardings and pamphlets can also be good advertising ideas for marketing any kind of
products. Pamphlets can be self made, by including all the detailed information of your products,
whereas, banners would be made by others for you. Banners and hoardings cost much more than
pamphlets.
From www.buzzle.com
I. Find English equivalents of the following words and phrases:
, ,
, , , , ,
, , ,
, , , ,
, .
II. Fill the gaps with the words from the previous exercise.
a.
b.
c.
d.
e.
To your sales turnover you can place your ads on television or on the Internet.
Advertising helps to the attention of buyers.
advertising should be placed on the most popular websites.
Ad are the best way advertising on the radio.
can be self made by including all the detailed information of your products.
III. Answer the following questions. Explain your answers.
a.
b.
c.
d.
e.
What kind of advertising is the most effective? Why?

What is he best way of advertising on the radio?
What are the advantages of television advertising?
How to make internet advertising more successful?
What are the advantages of using banners, hoardings and pamphlets?
IV. Complete the chart with the information from the text and your own ideas.
Advantages
Radio Advertising
181
Disadvantages
Banners, Hoardings and

Pamphlets
VI. Make a summary of the text.
VII. Did you know? A 30- second TV advert during the American Superbowl costs more
than $2 million!
Lexical Exercises
I. Decide with your partner if the following statements are true or false.
1. In the UK an advertisement is often called a spot.
2. There are no advertisements on BBC TV and radio.
3. There are three recognised abbreviations of
advertisement: advert, ad and adv.
4. A commercial is an alternative word for an advertisement on television or radio.
II. Underline the stressed syllable in the following words.
ad ver tise ad ver ti sing
ad vert
ad ver tised
ad ver tise ment
III. Fill the gaps below with the words from II.
1. Do you think that............................ is a form of art? Why (not)?
2. How much does it cost to ..........................in a newspaper, on the radio or on TV in your
country?
3. Tobacco ......................... in the UK is banned on television and radio and in magazines
and newspapers. Is it banned in your country? Do you think it should be? Why (not)?
4. Do you think that tobacco, cigarettes etc. should be ............................ near schools?
5. What are the funniest three ......................... you have ever seen?
6. What factors do you think make a good .............................?
IV. Ask your partner the questions in III.
Lesson 2.Advertising Techniques

Warm Up
I. Discuss the following questions with your partner.
1. What is your favourite advert at the moment? Why do you like it so much?
2. Have you ever bought anything just because you saw it advertised on TV?
3. What famous advertising slogans
you remember? Why are they so
memorable?
4. What is the aim of most adverts
these days to persuade you to buy the
product, to inform you about a new
product or to remind you about a wellknown product? Give examples.
182
can
5. Do you think there are too many advertisements on TV? How many do you think there
should be?
6. Which adverts annoy you the most and why?
7. What influences you the most when you are shopping: the price of a product, its
appearance or the advertising promoting it?
8. How much do you think children are influenced by adverts they see on television?
II. Debate the following statement.
Having a good product is not as important as having an eye-catching logo and a memorable
slogan or catchy jingle.
Reading
Effective Advertising Techniques
Advertising techniques can be of many kinds. All creative advertisers use some of the
following effective advertising techniques and tricks to grab the potential consumer's attention
and turn it to sales.
Arouse Curiosity
Nothing works better than this technique. Humans, by nature are always drawn towards the
unknown, or in this case something new and advanced. Arousing curiosity with words, prints,
images or visuals will definitely make an impact. On an average, an individual spends less than 5
seconds to go through an entire ad. If your subject does not arouse curiosity immediately, it is a
lost opportunity. A well-crafted ad should be eye-catching, and difficult to ignore.
Promise a Benefit
Most brands are associated with some pre-defined
character, and they need to be re-emphasized with
every new service advertised. The headline must
promise a benefit for the consumer, because in most
instances it is the headline that sells the product more
than the copy, images or the celebrity.
Emotional Appeal
Many advertisers attract attention by pulling at the
heart strings and triggering emotions. An emotional
response is by far the most powerful reason for
making decisions. We get more attracted to products
and services that make us feel good and safe. The
concept of emotional appeal are best seen in
insurance ads made world over.
Children
In most houses, children have a say in every big or small purchase made. Out of ten commercials
one sees through any medium, 8 have children featured in them who are generally a little more
perfect than the target audience.
Celebrities
Advertisers use celebrity status and image to convince consumers that their products are worth
purchasing. Besides celebrities that have international and national fame and recognition, many
local advertisements use local, but popular celebrities in their ads.
Consumer Intelligence
As a rule, never underestimate or insult the consumer's intelligence. Most ads exaggerate,
however, the benefits and basic information of the product and service should be well presented.
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A consumer who is interested will always check the market before making a decision. No one
really believes in words like the greatest, unbelievable or once-in-a-lifetime-fantastic offer.
From www.buzzle.com
I. Translate the words in italics. Use them in the sentences of your own.
II. Make 2 questions on the text. Ask your partner to answer them.
III. Choose one of the advertising techniques from the text. Prove your partner its the best
way to advertise goods.
Lexical exercises
I. Fill the gaps with the appropriate words:
regulate
confirm produced consume share publicity sponsor

compete packaged advertisement advertise
1. You should always ________ information you give over the phone.
2. Governments in the UK and the United States _________cigarette advertising.
3. The________ of our product appears on all major search engines today.
4. We need to get ________ as much as possible for our company, so that people will
know about us.
5. Many large sport companies like Nike and Puma ________ sports events.
6. Our ________ of the market is only two per cent.
7. Small companies find it difficult to ________ against large multinationals.
8. The biscuits are ________ by machines.
9. Women ________ more chocolate on average than men.
10. Retailers often ________ a new product by putting it in the most eye-catching places.
11. Chocolate is ________ from cocoa bean.
II. Solve the puzzle
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Fill in the puzzle with the verb forms of the nouns below
Across
1. production (7) ____________________
4. launch (6)________________________
7. competition (7) ___________________
10. sponsorship (7) __________________
11. advertisement (9) ________________
12. marketing (6) ___________________
Down
2. consumption (7) _________________
3. publicity (9) ____________________
5. promotion (7) ___________________
6. regulation (8) ___________________
9. confirmation (7) _________________
9. packaging (7) ___________________
Lesson 3. Advertising Tips

Warm up
Discuss what you think was wrong with the following advertising campaigns.
a. A hair products company advertised new

styling tongs with the name Mist. They sold
well all over the world but were not a success
in Germany. Why not?
b. An electronics company produced a new
vacuum cleaner and advertised it with the
slogan, Nothing sucks like (name of
product). The vacuum sold well in Englishspeaking countries but not in America. Why
not?
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c. A company selling nappies worldwide used the image of a stork delivering disposable
nappies to expectant parents. The advert was a success in Europe and America but a
failure in Japan. Why?
Reading
I. Read and translate the text. Discuss it with your partner.
Advertising Tips
Loaded words: words with strong associations such as home, family,
dishonest and wasteful.
Buzzwords: words that are popular and vague like pure and natural.
Transference: associating a symbol with a product such as the
Golden Arches and McDonalds.
Name Calling: comparing one product to another and saying it is
weaker or inferior in quality or taste.
Glittering Generality: using words that glitter or sparkle such as
The candy bar tastes better, looks better and is less expensive. Car
companies do this a lot when comparing their vehicles to another
companys cars.
Testimonial: someone famous that people like and respect speaks for the product.
Bandwagon: the advertiser tries to make you feel like everyone else has the product and if you
dont have it too, youll be left out.
Repetition: they repeat an idea enough so that you think it must be true.
Flattery: they make you feel good for having the good sense to buy the product
Plain Folks: they say people just like you buy it
Authority: someone with authority tells
you about the product
Snob Appeal: using this product means
youre using the best product
Hidden Fears: they scare you into buying
the product
Facts and Figures: saying things such as 9
out of 10 people prefer
Free and Bargain: using these words to
attract you to buy the product
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Urgency: making you feel like you need the product right away
II.Reading Comprehension
I. Name some more examples of these techniques found in current advertisements.
II. Fill in the blank with the correct advertising technique.
________________ I eat this cereal every morning and Im an Olympic champion!
________________ Only the smartest consumer will buy this product.
________________ Your child may be unsafe without a Carsafe car seat.
________________ As a policeman, I see a lot of crime. Thats why I use Lockdown on my
own car.
________________ Look for the crown. Itll mean youre eating quality fast-food.
________________ Kids love these treats. Theyll eat em up every time. Schools are serving
these as part of their lunch programs because all of the students really like the taste. My own
kids think theyre delicious and eat them like nothing else theyve ever eaten.
________________ All the cool kids in school will be wearing Hottie Jeans.
________________ Dont delay, you cant afford to be without this window cleaner. It will
allow you to see the world you have been missing. Hurry, buy it today!
________________ 90% of my childs teachers agree that Hooked on Phonics really worked!
________________ The succulent taste of our butter fried chicken will make your mouth
water.
________________ You wont find prices this low again. Our cars are being sold at such low
prices theyre practically free!
Lexical Exercises
I. Give definitions to the following words.
Product / Brand name / Images / Copy / Slogan / Logo / Consumer / Target audience
II. Use the words above to complete the following paragraphs about
advertising:
All adverts are designed to sell a .. The . can
anything from trainers to holidays to cat food. The first step in advertising
is to think of a . which suggests positive ideas
about the itself.
The .. should make people interested in the
.., not put people off.
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be
a
The advert itself should contain words, called. and pictures, called
These should also help to interest the reader and make them want to buy the
.. The advert will also usually contain a small sentence or phrase which reminds you of
the product and often rhymes. This is called a
The best . are the ones that stick in your head.
Finally, the advert will often contain a small picture or.. which stands for the
, such as the Nike tick. All of these parts of an advert should be appealing to the
., but the people the advertisers want to interest most are called the
..
III. Translate the text. Suggest your heading. Retell the text to your partner.
Lesson 4 Ways of Advertising

Warm Up
188
Identify these ways of advertising. Classify them according to how much you think each of
these advertising messages costs, going from the most expensive to the cheapest. What kind
of advertising is the most effective? Why?
Reading
Read the text and answer the following questions:
1.
2.
3.
4.
5.
What is the best kind of advertising?

Why do most companies use the advertising agencies?
When a company hires an advertising agency, what are the roles of both parties?
What is the media plan?
Why does advertising become ineffective after a certain point?
189
How Companies Advertise

Advertising informs consumers about the
existence of benefits of products and services and
attempts to persuade them to buy them. The best for of
advertising is probably word-of-mouth advertising which
occurs when people tell their friends about the benefits of
products or services that they have purchased. Yet,
virtually, no providers of goods and services rely on that
alone, but use paid advertising instead. Indeed, many
organizations also use institutional or prestige
advertising, which is designed to build up their
reputation rather than to sell particular goods.
Although large companies can easily set up their
own advertising departments, write their own
advertisements and buy media space themselves, they
tend to use services of large advertising agencies. These
are likely to have more recourses, and more knowledge about all aspects of advertising and
advertising media than a single company.
The most talented advertising people generally prefer to work for agencies rather than
individual companies as this gives them the chance to work on a variety of advertising accounts
(contracts to advertise products and services). It is also easier for a dissatisfied to give its account
to another agency than it would be to fire its own advertising stuff.
The client company generally gives the advertising agency an agreed budget; a statement
of the objectives of the advertising campaign, known as a brief; and an overall advertising
strategy concerning the message to be communicated to the target customers. The agency creates
advertisements (the word is often abbreviated to adverts or ads) and develops a media plan
specifying which media newspapers, magazines, radio, television, cinema, posters, mail etc will be used and in which proportions.
On television and radio ads are often
known as commercials. Agencies often
produce alternative ads or commercials
that are pre-tested in newspapers,
television stations, etc. in different
parts of a country before a final choice
is made prior to a national campaign.
The agencys media planners
have to decide what percentage of the
target market they want to reach (how
many people will be exposed to the
ads) and the number of times they are
likely to see them. Advertising people
talk about frequency or OTS
(opportunities to see) and the threshold effect the point at which advertising becomes effective.
The choice of advertising media is generally strongly influenced by the comparative cost of
reaching 1,000 members of the target audience, the cost per thousand (often abbreviated to CPM,
using the Roman numeral for 1,000). The timing of advertising campaigns depends on factors
such as purchasing frequency and buyer turnover (new buyers entering the market).
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How much to spend on advertising is always problematic. Some companies use the
comparative-parity method they simply match their competitors spending, thereby avoiding
advertising wars. Others set their ad budget at a certain percentage of current sales revenue. But
both these methods disregard the fact that increased ad spending or counter-cyclical advertising
can increase current sales. On the other hand, expressive advertising is counter-productive
because after too mane exposures people tend to stop noticing ads, or begin to find them
irritating. And once the most promising prospective customers have been reached, there are
diminishing returns, i.e. an ever-smaller increase in sales in relation to increased advertising
spending.
Reading Comprehension.
I. Find in the text the terms that mean the following
free advertising when satisfied customers recommend products to their friends

advertising that mentions the companys name but not a specific product
companies that handle advertising
for clients
a contract with a company to
produce its advertising
the amount of money the company
plans to spend in developing its
advertising and buying media time or
space
the statement of objectives of an
advertising campaign that a client
works out with an advertising agency
the advertising of a particular
product or service during a
particular period of time.
a defined set of customers whose
needs a company plans to satisfy
the people who choose where to advertise in order to reach the right customers
the fact that a certain amount of advertising is necessary to attract a prospective
customers attention
choosing to spend the same amount on advertising as ones competitors
advertising during periods or seasons when sales are normally relatively poor
II. Translate the terms you got in I. Use them in the sentences of your own.
Discussion
I. Which of the following claims do you agree with? Give your reasons.
1.
2.
3.
4.
5.
6.
Advertising is essential for business, especially for launching new consumer products.
A large reduction of advertising will decrease sales.
Advertising often persuades people to by the things they dont need.
Advertising often persuades people to by the things they dont want.
Advertising lowers the publics taste.
Advertising raises prices.
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7. Advertising does not present a true picture of products.

8. Advertising has a bad influence on children.
II. With your partner, make a short dialogue about advertising. Discuss several points from
above. Try to sound persuasive.
Listening
Listen once to the three radio commercials, which come from music-based radio
stations in London. What are the products and services being advertised?
Now listen again to each of the commercials in turn as many times as necessary to answer
the following questions.
Commersial 1
-
Which three aspects of the service are emphasized?

What, according to the ad, will be the effect of the first two of the on the customer?
Why do you think these three aspects were chosen,
and why does the ad use these particular verbs?
What is the short last sentence of the ad?
What else does the ad use apart from words?
Commersial 2
-
What is the horror story here and why?

Unusually, the listener isnt expected to understand
everything that is said in this ad. Why not?
The ad mentions home entertainment systems.
What other terms does it use instead of the more
common stereo, radio, television and DVD?
Do you find this ad amusing?
Commersial 3
-
How does the ad give an Italian flavour? Can you

think of any other way in which this could have been done?
Which of these three ads do you prefer and why?
Creative Task
In small groups, write a script for a 20-second commercial to be played on a popular radio
station, advertising either a well-known product some form of travel to your country. Remember
that you have to persuade and inform, and are not supposed to say anything misleading or
untruthful. You are free to invent the name of the company, the details of its service etc. You may
use music or just indicate what is used besides a voice / voices.
Lesson 5. Analyzing Advertisement

Case Study
Choose any advertisement from a newspaper or a magazine. Prepare a written report on
your assigned ad by answering these questions about it.
I. Analyze the advertisement in small groups or as a whole class, using the following
questions.
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How does the advertisement attempt to get your attention?

What is it an advertisement for?
Who is the target audience for this product?
List
the
information
the
advertisement provides about the
product.
How does the advertisement try to
convince you to buy this product?
How is the name of the product
significant?
What images has the advertiser
chosen to use? Why?
What information do you think has
been left out of this advertisement?
Why?
Rate this advertisement on its effectiveness does it catch and keep your attention? If you were
in the market for this type of product, would you purchase a product from this company? Why or
why not?
What would you change about the ad?
II. Define unfamiliar terms or concepts.
III. Role play.
Imagine you are purchasing a similar product and make a list of advantages and
disadvantages you see in purchasing the item from this company. Before making a decision,
what additional information would you need? Why is that information not included in the
advertisement?
IV. Follow-up Activity 1: Working alone or in small groups, did you choose and cut out
magazine and phone book ads that you find eye-catching or appealing. What elements of the ad
you think are most effective.
V. Follow-up Activity 2: Working alone or in small groups design a full-page advertisement for
this product that would incorporate some of the elements the class identified in the previous
exercise. You should choose a target audience, name some of the advantages of the product, and
specify how it would make life easier or more comfortable for their target audience.
Unit XII. BUSINESS CORRESPONDENCE

Study the format of a business letter, learn types of business letters and rules of writing
business correspondence, compare English and British business letter styles and practice
193
business letter writing with final step of making a deal.
Lesson 1. Business Letter Writing

Warm up
I. Peter Drucker, the father of the science of office management, says,
As soon as you take one step up the career ladder your effectiveness
depends on your ability to communicate your thoughts in writing and in
speaking.
How do you understand this statement? Do you agree with it?
II. Is business letter different from an ordinary letter? How?
Complete this list:
- business letter is formal;
- it has a standard format, etc.
III. What are the reasons of writing business letters? Choose the most appropriate:
- to inform readers of specific information, to ask about health, to create proposals for clients,
make an arrangement, tell about birthday party, request a price list, thank someone for a advice,
or apply for a job, etc.
IV. Find a situation to illustrate the following types of letters or just give definitions of them:
cover letter, letter of congratulation, urgent telegram, inquiry letter, order-letter, letter of
introduction, remittance, dead letter, claim letter, letter of guarantee, registered letter, receipt.
Reading
I. Read the text for general understanding.
Business letters concern us in our daily living,
especially those of us who live abroad and deal with
foreigners. People write business letters in many situations:
finalizing contracts, booking a seat in an airplane, reserving
hotel accommodation, booking theatre tickets, writing
order-letters, letters of inquiry, claim (complaint) letters,
cover letters, etc.
A business letter, like a friendly or social letter, should
make a favorable impression. The way you write a letter
and the etiquette you employ may have a significant impact
on your success or failure in business.
It is important to remember that a business letter is an
official document. Of course, there are many other
communications between people and companies, for
instance telephone conversations, meetings and presentations. Still, a business letter is the most
powerful communications tool for providing structured and considered information in a formal
way.
When you send a business letter you create an image of you and your company in the reader's
mind. When a reader scans a document he subconsciously builds a picture of the writer. The
writer can project the image of a conscientious, energetic professional, or the image of a bored
bureaucrat marking time with an antiquated company. Write positively and with confidence. Try
to put yourself in the reader's shoes and to anticipate the reader's reaction to your comments.
Don't be manipulative. Threatening, begging, flattering, and making extravagant promises are
manipulative and are usually ineffective. In fact, they may alienate the reader.
Keep the letter to one page. Business people are busy and do not appreciate unnecessarily
long letters. Most business letters are less than one A4 page long. Try to organize your letter
logically, making smooth transitions between sentences and paragraphs. It should be clear and
194
concise, with short sentences and simple words. Use personal pronouns and active voice. Avoid
me, I, we, us in the beginning of the letter. Avoid also formal and stuffy expressions (like
"thanking you in advance", "as per", be advised, "in compliance with your request" or
enclosed herewith), and don't use technical terms unknown for your communicator.
When writing a business letter, you should follow the format of a standard business letter.
The typical business letter usually consists of about six essential parts: the heading (and the
date), the inside address, the salutation or greeting, the body of the letter, the complimentary
close, and the signature.
The heading of the letter contains the full address of the sender. Most companies have
letterhead with this information already imprinted. The inside address coincides with the address
that appears on the envelope and contains the name, title and address of person to whom you are
writing. The salutation adds a personal touch to your letter and should be consistent with the
whole tone. Include the addressee's name and courtesy title along with the greeting. The body of
the letter is where you write the purpose of the letter. The complimentary close should be
relevant to the tone of the letter and the salutation. And, your signature should be hand written
legibly below the complimentary close.
Don't ever forget to proof-read your letter. Check the spelling, particularly the name of the
person and company. Minor errors in spelling, punctuation, and grammar hurt your credibility.
Make sure that your letters look neat and tidy on the page. Sloppy appearance will detract from
even a well-written letter.
The best writers strive to write in a style that is so clear that their message cannot be
misunderstood. Clarity should be the primary goal of your business writing style.
http://www.studyenglishtoday.net/writing-business-letters.html
II. Find in the text English equivalents of the following words: ,
(, ), , , , , , ,
, , , , , , ,
, , .
III. Using the picture The 5C Principles tell about the rules of writing business letters.
Divide them two groups:
Dos
Dons
No grammar abbreviations: Im I am
dont do not
IV. Write a format of a business letter: 1. Heading
2
3
Try to put the parts of the letter in their correct places on the scheme.
signature
salutation
the headline
complimentary
close
the body of the

letter
the date
senders address
inside address
The scheme of a letter:
3.
1.
195
the Attention line

enclosure
copies
2.
5.
4.
6.
7.
8.
10.
IV. What is each item for?

THE ADDRESS MUST BE WRITTEN CORRECTLY!
Ms J. Simpson
Foreign Rights Manager
Chapman and Hall Ltd.
11 New Fetter Lane
London EC4P 4EE
England
OR
Ms A. Arafel
Product Information Manager
McCraw-Hill Book Co
1221 Avenue of the Americas
New York, N.Y. 10020
USA
V. There are some differences between the American and British styles of writing business
letters. Study them.
BRITISH
AMERICAN
THE DATE
12th December, 2003

12 December 2003
12 Dec. 2003
December 12, 2003
SALUTATION
196
Dear Sir,
Dear Madam,
Dear Mrs. Smith
For the attention of Mr. E. Wilson
Dear Sirs
Dear Sir:
Dear Madam:
Dear Mrs. Smith
Attention: Mr. E. Wilson
Gentlemen:
COMPLIMENTARY CLOSE
Yours faithfully,
Sincerely yours,
Yours sincerely,
Yours truly,
Case study
Look through this letter and analyze its structure. Name its main elements. Which
parts are missing?
Blank & Co Ltd.
12 June 20__
Membrane Systems Ltd.
20 Wellesley Road
Cleveland, Ohio 4456
USA
Dear Sirs,
Some time ago we offered you home computers which are manufactured by our
company. At that time you were interested but did not place orders. We are now able
to offer you home computers on more favourable terms.
With this letter we enclose our current FOB price-list which quotes for orders under
500, under 1,500 and over 1,500 units. Transport packing is included in the price. If
you require samples, we are prepared to supply them at the same price as for the
orders between 500 and 1,500 machines. We feel sure that when you see our
computers in operation, you will be pleased with the quality of our product.
If you need any further information, please contact us immediately.
Yours faithfully,
Writing/Presentation
On a separate sheet of paper (A4) type a business letter using this model.
Letterhead
Company Name (and logo)
Address
Phone/Fax number
E-mail (optional)
(2 blank lines after letterhead)

Current date
The date may be written as month-day-year (US style) or day-month-year (UK style).
197
(4 blank lines)
Mr. /Ms. Name of person you are writing, title
Company name
The inside address includes the recipient's name, title, company, and full address.
Address
City, Zip
Country (use only if writing to another country)
(2 blank lines)
(Salutation) Dear Mr. /Ms. Last Name: or Dear Mr. /Ms. Last Name,
The salutation is
a greeting to the recipient. If you dont know the name of the individual, address it to the individuals title
in the company or "Dear Sir/Madam".
(1 blank line if there is a subject; 2 blank lines if there is no subject)

Subject Line (Optional): Title of subject
Indicates the subject or purpose of the letter. It may be
also placed before the salutation.
(1 blank line)
Body Paragraph 1: Explain who you are and why you are writing this
letter..................................................................
...........................................................................................................................................................
(1 blank line)
Body Paragraph 2: Use facts, details and experiences to support your opinion or
request..............................................
...........................................................................................................................................................
(1 blank line)
Body Paragraph 3: Tell the reader what you want him to do or what you will do for
him................................................
...........................................................................................................................................................
(1 blank line)
Short sentence: End your letter by saying something courteous to your reader.
(2 blank lines)
Sincerely, or... Sincerely yours,
Capitalize only the first word in the complimentary close, and
follow the phrase with a comma.
(3/4 blank lines)
Your handwritten signature
198
Self-Assessment Test
Are the following statements True or False?
T
F
1. With block format, all new paragraphs are indented.
2. In business letters a salutation is generally followed by a comma
or a colon.
3. Business letters should be simple and easy to read.
4. It is advisable to wait a day between writing and sending an
important letter.
5. The date on a business letter should appear after the salutation.
6. An "Enclosure" note should appear below the typed name of the
sender at the end of the letter.
7. The first paragraph of a business letter should be comprised
entirely of "small talk".
8. Contact information generally appears in the closing paragraph of
the letter.
9. Identifying the audience is one of the first steps in planning a
business letter.
10. It is considered standard formatting to include the recipient's
address before the salutation in a business letter.
Lesson 2. Making a deal

Warm up
I. Match two parts of the sentences.
Business writing tips
1. Before writing the letter,
2. Type the letter using a word processor.
3. Get to the point early. You should state
4. A business letter should be typed on

5. Always try to be civil and friendly
6. Make certain your punctuation, spelling
7. From a business etiquette perspective
your main cause in the first paragraph.

letterhead for a professional appearance.
If you don't have preprinted letterhead,
type your name, title and return address.
You may also include your telephone and
email address. Don't forget to type the
date.
even if the subject matter is stern and
sensitive. Avoid informal language but do
not use old-fashioned or over-formal
language.
you must determine your purpose and
audience.
and grammar are letter-perfect.
it may be wise to avoid humour. A direct,
conservative style works best.
Formal letters should not be written by
hand.
II. Business Letter Vocabulary Quiz

1) Before you seal and send your letter, make sure to . it.
199
a) punctuation
b) proofread
c) sensitive
d) transition
2) As soon as your certified letter reaches the .. you will be notified.
a) recipient
b) margin
c) logo
d) salutation
3) Choose .. if you want to put the date and closing in the center of the page.
a) justified b) modified block format c) block format
d) spelling
4) Set off the list of "Do's and Don'ts" by using .
a) body
b) letterhead
c) bullets
d) formal
5) The envelope indicated that there was .. , but in fact there was only a letter inside.
a) an enclosure
b) a sender
c) a salutation
d) an indent
6) The .. of the first paragraph was optimistic, so I wasn't expecting the bad news in the
middle.
a) tone
b) active voice
c) direct mail
d) punctuation
7) I decided not to interview her, because her cover letter contained very poor .. .
a) notation
b) block format
c) single spacing
d) grammar
8) The .. about the meeting was posted on the bulletin board for everyone to read.
a) memo
b) heading
c) sender
d) junk mail
9) Our address and phone number are shown on our .. .
a) letterhead
b) snail mail
c) postage d) salutation
10) In block text format, you do not each paragraph.
a) indent b) transit
c) punctuation d) margin
(Answers: 1) b 2) a 3) b 4) c 5) a 6) a 7) d 8) a 9) a 10) a )
Step 1 Enquiry
I. What do you think an inquiry is? Choose the items, which in your opinion could be the
purposes of writing an inquiry:
to get detailed information about the goods
to find out the availability of goods
to define delivery dates
to get information about terms and discounts, method of transportation and insurance
to ask for information about prices of goods
to ask for catalogues and samples of goods
II. Read the letter.
200
Date
Name/Title
Business/Organization
Address
City, Zip Code
Dear Name:
When we attended the International Electronics Trade Fair in London last
month, we visited your stand and saw a very interesting demonstration of your
automatic high-security garage doors. The ability to drive straight in and out of
your garage from the comfort of your car, as well as your emphasis on theft
protection, appealed to us. We believe that there is a ready market for this in the
United States.
Put
the
parts
of an
Our company is a wholly owned subsidiary of the international Zetax

Corporation, well-known in the security and theft prevention industry.
Would you please send us your current sales literature and price list? Of course,
we will be glad to provide the usual credit and trade references if we decide to
order from your company.
We look forward to your reply.
Sincerely yours,
Signature
Name
inquiry-letter in the order to get its correct structure:
- the essence of the question
- short information about your company
- reference to the source of information about this company and its goods
- expressing hope for the future co-operation
1) ___________________________________
2) ___________________________________
3) ___________________________________
4) ___________________________________
III. Read the useful phrases for an inquiry-letter, translate them and think what part of a
letter they could be used in:
If your prices are competitive (the samples meet the standards, your equipment complies
with our requirements, etc.) we may be able to let you have regular orders.
We look forward to your early reply.
Your prompt answer would be appreciated.
We read your advertisement in
With regard to your advertisement in of , we would ask you
We have heard of your products from
201
We have seen your current catalogue showing

We are interested in buying (importing, etc.)
Please inform us (let us know) as soon as possible
Would you please inform us if it is possible to deliver
Please let us know what quantities you are able to deliver till
We would ask you to let us have a quotation for
Would you kindly quote your prices and terms of delivery (terms of payment, etc.) for
We would like to have further details about
We would like to represent your products in our market...
Please send us samples of (your catalogues, leaflets, etc.)
As distributors we have a large network of
In connection with this
We are distributors (importers, retailers, etc.) of
We would like to get in touch with manufacturers (suppliers, sellers, etc.) of
There is a large market here for your products.
For over years our company has imported from western countries
Our company was founded in
We usually effect payment by letter of credit (cheque, bank transfer, etc.)
IV. Write an enquiry-letter using the following plan.

Inquiry Letter Tips:
1) Begin your letter by stating who you are and giving your status or position (such as
student, researcher, interested consumer, etc.), and tell how you found out about the
individual or entity that you are writing to.
2) Clearly state what it is that you are inquiring about and what you would like the recipient
of your letter to do. Make your inquiry as specific as possible.
3) You might want to briefly explain the purpose of your letter or what you hope to
accomplish. Such an explanation may prompt the recipient of your letter to act more
quickly.
4) If appropriate, consider mentioning the letter recipients qualifications for responding to
your inquiry (this may prompt him/her to act when he/she might otherwise be hesitant to
do so). For example, you could explain that you are writing to the reader because she is a
leader in her field and the accepted authority on the subject you are interested in.
5) Include the date by which you need the information, services, etc. that you are
requesting, and indicate that you await the readers response.
6) Thank the person for his/her time.
7) Include your contact information. Dont forget to give the receiver your phone number
and email as well as your mailing address. Do not make it hard for the receiver to get in
touch with you to ensure she doesn't lose interest in your inquiry.
Introduction
The body of the letter
Inquiries
- We read your advertisement in
- With regard to your advertisement in of , we would ask you
- We have heard of your products from
- We have seen your current catalogue showing
- We are retailers/importers/wholesalers in the trade, and would like to get
in touch with suppliers/manufactures of
- We are interested in buying/importing
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- Would you please inform us if it is possible to deliver

- Would you kindly quote your prices and terms of delivery (terms of
payment) for
- Please send us samples of (leaflets, your current catalogue showing).
- We would like to have further details about / to represent your products in
the market.
- If your prices are competitive/If the quality of the goods comes up to our
expectations/If your equipment complies with our requirements, we may be
able to let you have regular orders.
Conclusion
- Thank you in advance for any information you can give us.
- We look forward to your early reply.
- Your prompt answer will be (would be) appreciated.
Step 2 Order
I. What will be the letter after the enquiry about? Choose the most suitable one. Explain your
choice.
1) Dear Name:
In reply to your letter of September 12, we are pleased to enclose a copy of our most
recent sales catalog which features the complete range of our new corduroy sports
jackets for men. These handsome and versatile jacketsin beige, navy, chocolate, or
rustcan be worn from the office to informal dinners to weekend activities in great
style and comfort. The medium-wale corduroy is made from a long-wearing blend of
long staple cotton and polyester and is soft and easy to wear. The models that you are
interested in are presented on pages 9 to 15.
Mr. Robert Dillon, our regional sales manager, will telephone your office next week in
order to arrange a meeting. He will be able to provide you with complete details of our
other new sportswear lines.
Sincerely,
Name
2) Dear Name:
I am presently a graduate student at Columbia University in New York City,
working toward a Master of Science degree in geophysics. I will graduate in July
1999. Since my prior work experience during summer and part-time employment is
in geophysics, the profile of your company was provided to me by Columbia's
placement office. I am particularly interested in a position in your company related
to geological exploration.
I have worked as a summer intern and later as a part-time employee for the Ferguson
Oil & Gas Exploration Company in Madison, New Hampshire. I was involved in
seismic interpretation and acreage evaluation in order to delineate existing and future
fields and to define potential exploration targets. The attached rsum indicates my
capabilities. I am available for an interview to discuss my qualifications and your
requirements at your convenience.
Thank you for your consideration and I look forward to hearing from you.
Sincerely
3)
Dandy Manufacturing, Inc.

2525 E. 34th Street
203
Greeley, CO 80631
February 3, 2004
Better Widget Makers, Inc.
5555 Widget Avenue
Silver City, CO 80456
Attention: Sales Department
Id like to order the Widgets listed in the table below. The reference numbers are from
your 2003 catalogue. Please include a new catalogue with my order.
Quantity
100
Ref.#
AB045
Description
Tiny Blue Widget
Price
$2.38
300
XT111
Deluxe Yellow Widget
$4.56
$1.368.00
50
NT066
Super Deluxe Red Widget
$6.15
$307.50
Total
Total
$238.00
$1.913.50
I would like this order to ship COD complete. If you cannot ship the complete order
within 10 days, please notify me immediately. I can be reached at (303) 954-0202 #35.
Thank you,
Jim Dandy, Jr.
General Manager
II. What is the logical end of the deal? Using this sample compose a letter of order (A4).
Orders
Introduction
- In reply (response) to your letter of (dated) , we thank you
for
- We are pleased to enclose our Order
- With reference to your quotation, we enclose our order for
- We accept your offer on these terms and have pleasure in placing
an order with you for
The body of the letter
- Please confirm that you can supply this quantity by the required
date.
- If any of these items is out of stock, please submit a quotation
for a substitute.
Conclusion
- Please send us the copy of this order, duly signed, as

acknowledgement.
204
III. Role play
Using the following

vocabulary make up a
dialogue between two (or
more) business partners
who want to make a deal
and discuss its terms: they
enquire about the range of
goods, models, quantity,
prices, terms of order,
delivery and contract.
They negotiate the terms
of the deal.
to enquire about a
product
a supplier
a customer
a wholesaler
a retailer
a bulk buyer
an associate
a representative
a subsidiary
a Trade Association
a leaflet
samples/patterns
to offer concessions
to quote a price
to suggest/state terms
cash discount
trade discount

/

/

SUPPLEMENTARY TEXTS
Unit I. Text A
Meeting
Meetings are sometimes held around conference tables. In a meeting, two or more people
come together to discuss one or more topics, often in a formal setting.
Definitions
1) an act or process of coming together as an assembly for a common purpose.
2) a meeting is a gathering of two or more people that has been convened for the purpose of
achieving a common goal through verbal interaction, such as sharing information or reaching
agreement. Meetings may occur face to face or virtually, as mediated by communications
technology, such as a telephone conference call, a skyped conference call or a videoconference.
Thus, a meeting may be distinguished from other gatherings, such as a chance encounter
(not convened), a sports game or a concert (verbal interaction is incidental), a party or the
company of friends (no common goal is to be achieved) and a demonstration (whose common
goal is achieved mainly through the number of demonstrators presented, not verbal interaction).
Commercially, the term is used by meeting planners and other meeting professionals to
denote an event booked at a hotel, convention center or any other venue dedicated to such
gatherings. In this sense, the term meeting covers a lecture (one presentation), seminar (typically
several presentations, small audience, one day), conference (mid-size, one or more days),
congress (large, several days), exhibition or trade show (with manned stands being visited by
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passers-by), workshop (smaller, with active participants), training course, team-building session
and kick-off event.
Common types of meeting include:
Status Meetings, generally leader-led, which are about reporting by one-way
communication
Work Meeting, which produces a product or intangible result such as a decision
Staff meeting, typically a meeting between a manager and those that report to the
manager
Team meeting, a meeting among colleagues working on various aspects of a team project
Ad-hoc meeting, a meeting called for a special purpose
Management meeting, a meeting among managers
Board meeting, a meeting of the Board of directors of an organization
One-on-one meeting, between two individuals
Off-site meeting, also called "offsite retreat" and known as an Awayday meeting in the
UK
Kickoff meeting, the first meeting with the project team and the client of the project to
discuss the role of each team member
Pre-Bid Meeting, a meeting of various competitors and or contractors to visually inspect
a jobsite for a future project. The meeting is normally hosted by the future customer or engineer
who wrote the project specification to ensure all bidders are aware of the details and services
expected of them. Attendance at the Pre-Bid Meeting may be mandatory. Failure to attend
usually results in a rejected bid.
Meeting frequency options
Since a meeting can be held once or often, the meeting organizer has to determine the
repetition and frequency of occurrence of the meeting. Options generally include the following:
A one-time meeting is the most common meeting type and covers events that are selfcontained. While they may repeat often, the individual meeting is the entirety of the event. This
can include a 2006 conference. The 2007 version of the conference is a stand-alone meeting
event.
A recurring meeting is a meeting that recurs periodically, such as an every Monday staff
meeting from 9:00AM to 9:30 AM. The meeting organizer wants the participants to be at the
meeting on a constant and repetitive basis. A recurring meeting can be ongoing, such as a
weekly team meeting, or have an end date, such as a 5 week training meeting, held every Friday
afternoon.
A series meeting is like a recurring meeting, but the details differ from meeting to
meeting. One example of a series meeting is a monthly "lunch and learn" event at a company,
church, club or organization. The placeholder is the same, but the agenda and topics to be
covered vary. This is more of a recurring meeting with the details to be determined.
Text B
Greeting People in Different Countries
In the business world, if you do not make a good first impression, you may not get another
chance. According to an article in Psychology Today, people will make judgments about you in
as little as 20 seconds, based upon their first impression. So knowing how to greet a person in a
confident and friendly manner is extremely important. By using these simple strategies, you will
be able to get off to a good start.
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Face-to-Face Greeting
Standing up and coming out from behind a desk to greet someone is a good strategy because
it gives the impression that you have enough respect for the person to greet them eye-to-eye.
Remaining behind a desk puts you in an authoritative position (not equal to the newcomer),
which could be perceived as unfriendly or disrespectful.
Friendly, Confident Facial Features
Making an effort to display a genuine smile and look the newcomer in the eye shows that
you are friendly and confident. According to Psychology Today, others are very good at reading
your facial expressions (and making judgments based upon them).
Introduction and Handshake
When you introduce yourself, you should say your first and last name, as in, "Hello, I'm
Joan Smith." This is more formal than just giving your first name and is appropriate for a firsttime greeting. The handshake also gives an important impression of you and must be done
properly. Either party may extend their hand first, and you should grip firmly, but without undo
strength. (Remember, it is not a contest.) The handshake only needs to last about 3 to 4 seconds.
Our planet is divided into many different countries which have many different races of
people, different customs, and different manners. Each country has its own way of greeting
people.
In the USA it is normal for men to shake hands when they meet but it is unusual for men to
kiss when they greet each other.
The British often do no more than say hello when they see friends. Even adults usually
shake hands only when they meet for the first time.
French people, including school-children, shake hands with their friends, or kiss them on
both cheeks, each time they meet and they leave. Thats why French people think the British are
unfriendly and impolite.
In Japan it is polite and normal for men and women to bow when they greet someone.
In Polynesia you take your friends hands and use them to stroke your face.
In Tibet it is very polite to stick your tongue out at someone. It shows you have no evil
thoughts.
From http://www.ehow.com/way
Unit II. Text A
Who is a consultant?
A consultant (from the Latin consultare means to discuss from which we also derive
words such as consul and counsel) is a professional who provides advice in a particular area of
expertise such as management, accountancy, the environment, entertainment, technology, law
(tax law, in particular), human resources, marketing, emergency management, food production,
medicine, finance, life management, economics, public affairs, communication, engineering,
sound system design, graphic design, or waste management.
A consultant is usually an expert or a professional in a specific field and has a wide
knowledge of the subject matter. A consultant usually works for a consultancy firm or is selfemployed, and engages with multiple and changing clients. Thus, clients have access to deeper
levels of expertise than would be feasible for them to retain in-house, and may purchase only as
much service from the outside consultant as desired. It is generally accepted good corporate
governance to hire consultants as a check to the Principal-Agent problem.
Consultant is also the term used to denote the most senior medical position in the United
Kingdom, Australia and Ireland (e.g., a consultant surgeon).
Some consultants are employed by a consult staffing company, a company that provides
consultants to clients. This is particularly common in the technology sector. Consultants are
often called contractors in the technology sector in reference to their employment contract.
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Strategy consultants are common in upper management in many industries. There are also
independent consultants who act as interim executives with decision-making power under
corporate policies or statutes. They may sit on specially constituted boards or committees.
Consultants work at client places on behalf of a consultancy or Billing company.
Text B
Compromise
Various ways for dealing with conflict fall somewhere on two axes: concern for others
versus concern for self. Some models are more successful than others. Skilled communicators
know when to apply each of these methods and how the various strategies may be used in
combination.
Every situation is different and needs to be judged on its own merits. Often, the choice of
the approach or method is based upon that which provides a solution and which provides a longlasting solution versus a temporary fix.
The My-way method typically promotes coercion or competition a difficult dynamic to
sustain (becomes my way or the highway). In this situation, one side uses their power over the
other to force a decision to be made or a solution to be agreed upon. This creates a win-lose
situation. It does result in a solution, but its not the best as seen by the losing party. The
only time this method might be absolutely necessary is during an emergency when a manager
must require compliance immediately because of safety or legal reasons.
Still, it is usually better to avoid this strategy, because it often promotes a win-lose attitude.
The No-way, Avoidance, or Withdrawal method often does not result in a solution,
making it counterproductive. This occurs when one side will not address the conflict and will
instead walk away from the issue, resulting in a lose-lose situation. It is a temporary fix or
solution, which only begs the problem to resurface until it is dealt with, either effectively or not.
It may be minimally used, however, if you need to buy time to cool off or get additional
information.
The Your-way or Accommodation method is capitulation, but it may be successful if
the other side has previously done the same, or if there is no other alternative and the
relationship must be sustained. Quite often it is accomplished by downplaying the differences of
each side. In this way, the disagreeing members will be more likely to compromise.
The Half-way or Compromising method can work under the same circumstances as
those for your way. A compromise means that both sides have to give up something in order
to find common ground. In this case, neither side totally wins, but neither side totally loses.
A true compromise is possible only when all parties involved attempt to meet all of the
parties halfway. This occurs when there is equal concern for others as there is for you. Each side
gives and each side gets. Everyone gives just enough so all parties end up satisfied.
The downside of compromise stems from the fact that many people see a compromise not as
a win-win solution, but as a lose-lose proposition. They either feel they gave too much or did not
receive enough, no matter what it was they gave or received during the compromise. The what
becomes relatively unimportant in these situations, and it is the how much that becomes the
focus, correctly or incorrectly. What you end up with is an MUC a mutually unacceptable
compromise where neither side will be committed to making the proposed solution to the
problem actually work. It also faces the danger of one side not getting what it wants (known as
the tyranny of the majority). A compromise in this manner is seen as a temporary solution.
The power of the Our-way or Collaboration method is often most successful for longterm results, because it gets the buy-in of everyone who is involved in the outcome, creating a
win-win solution. It does, however, require the most time and effort, and that is the reason it
may not be employed as often as it should. In theory the Collaboration method works great, but
in a real-world situation it may not be feasible. For example, if two children are fighting over an
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orange, as adults we may be tempted to offer the following solution: simply cut the orange and
half. Each child receives half an orange and is told to go away and leave the adults alone. But
with this approach, we must go further. Ask each child why they want the orange. Perhaps one
child wants the orange because he or she is thirsty, and wants to drink the juice from the fruit.
The other child may want the orange in order to obtain the seeds, plant them, and grow
additional oranges. Simply splitting the orange between the children would result in only a
partial success.
With an Our way/collaborating approach, based upon the childrens needs, you can
accommodate both parties. You must first build consensus within your group about a strategy
(both children desire different parts of the orange). Then, make certain that is the best strategy
and that you have the time to successfully implement it. One child can remove the seeds as the
other presses the fruit to extract the juice. During the process, solicit feedback from everyone
(brainstorming can be a useful tool here). Acknowledge disagreement, but focus on the things
that everyone can agree on, and stay positive while taking small steps and you will be
successful.
Confrontation is also known as problem-solving. The word confrontation may sound
negative, but in this context it isnt. It means you are simply dealing with and attempting to
solve a problem. This can be done in several ways, but all of them require you to begin by
researching the facts of the conflict and then making a decision based upon those facts. It is
considered to be a win-win technique and one that PMI feels should most often be used by
project managers.
From Methods of Dealing with Conflict - Part II (in the series Methods of Dealing with
Conflict) by Global Knowledge
Unit III. Text A
Surviving stress at work
Your mobile phone won't stop ringing, your inbox is overflowing and deadlines are
piling up. You're working longer hours and there seems no end to the increasing demands on
you. Fed up and feeling undervalued and unappreciated, you struggle to remember why you
liked your job in the first place. Sound familiar?
Spend a reasonable amount of time in the lunchroom of many workplaces and chances
are you will hear staff talking about feeling 'stressed out'.
One reason for this is that many workers feel they have very little control over their work lives.
Workplace stress, like other forms of stress, occurs when people feel they are not able to meet
the demands placed on them. A report into workplace stress (published by private health insurer
Medibank Private) found people are more likely to experience high levels of stress at work when
they are placed under pressure, in terms of workload and responsibility, but feel they are unable
to meet their deadlines or control their output.Another reason we're feeling stressed is that
figures suggest many people are working hard, or at least long hours.
Long working hours, insufficient breaks, lack of resources and unrealistic deadlines all
contribute to workplace stress. As can relationships with co-workers and managers, especially if
these relationships involve conflict, harassment or bullying.
But each of us responds to these stressors differently. So a work environment that just
makes one person feel a little uptight, might push another person to breaking point.
There are, however, certain factors that can put you at greater risk of experiencing
workplace stress, burnout or psychological injury.
Unfortunately, people do miss the early warning signs that they are stressed.
But there are some warning signs that tell you heading towards the upper end of the stress scale,
these can include:
209
Struggling to cope at work and not speaking up or seeking help to improve your
situation.
Not setting boundaries between your work and home life taking work home with you,
checking your emails outside work hours, or just thinking about work in non-work time.
Having low morale this includes not feeling supported, not being able to find meaning
in your work and feeling undervalued.
Engaging in negative, irrational and catastrophising thinking patterns such as: "I have to
be responsible for everything." "Everything will collapse without me." "I have to
perform to 100 per cent."
A real or perceived lack of control over your job and how you do it.
Feeling undervalued by your managers and colleagues.
Feeling disconnected from your colleagues and other people in your life. This is
sometimes a problem for people who do shift work, or work in jobs that require
extensive travel away from family or friends or periods of isolation.
Taking days off work when you are not sick or going to work but not being productive
(presenteeism).
Other red flags include: poor performance at work, avoiding family or friends and adopting
maladaptive coping strategies (such as drinking too much or using drugs).
Stress can also manifest as new physical ailments or a worsening of existing conditions.
And while you will often need the help of your workplace to turn things around, there are some
strategies that might help improve your wellbeing and ability to cope with stress. These can
include:
Creating boundaries between work and personal time to improve your work/life balance.
Staying connected with family and friends out of work hours.
Aiming to better manage your workload and saying no to extra work.
Scheduling regular breaks at work no matter how busy you are.
Getting regular exercise.
Spending time every day doing things just for you: i.e. starting a hobby or activity you
enjoy, chatting on the phone to a friend.
Managing irrational or negative thoughts: i.e. write down counterproductive thoughts
and challenge them with positive or more realistic ones. Alternatively, seek advice on
cognitive behaviour therapy or rational thinking skills training.
Researching and employing stress-relief strategies.
From ABC Health & Wellbeing
Unit IV. Text A

Travelling through life
Travellers
It is estimated that the total number of travelers in England is about 90,000. New-Age
Travellers account for around 50,000. The remainder are gypsies.
Where do they live?
Whereas Gypsies traditionally traveled around the country in brightly-coloured wagons,
nowadays they are more likely to live in modern caravans and stay in one place, usually a
municipal caravan site. New-Age Travellers follow a more itinerant lifestyle, traveling around
the country in convoys of trucks following seasonal work and music festivals.
Who are the New-Age Travellers?
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Some New-Age Travellers are well-educated, literate people, mainly in their 20s and 30s,
who are anticonsumerists and have green beliefs. In many cases it is their strongly-held
opinions that make them take the road.
New-Age Travellers try to live as close to nature as the modern world will allow. They also
try to stop new development schemes such as road-building and airport extensions.
A case study
Fiona Earle is a typical New-Age Traveller. She lives in a truck with her three children but,
as she needs to supplement her income, Fiona occasionally puts on smart clothes and teaches in
secondary schools. I use teaching to get the money I need to find my alternative lifestyle, she
says. Initially schools I work in dont know that I am a New-Age Traveller. When I eventually
mention in, teaching colleagues say, Oh, you dont look like one of those.
Education
Whereas Gypsy parents generally insist on primary education for their children, and
withdraw them as soon as they reach secondary age to join in the working life of the family,
New-Age Travellers do things differently. One-third educate young children at home. The
problem comes at secondary age. Because they want their children to get a proper education,
many parents decide to come off the road and move into houses so that their children can attend
school regularly. But when parents are dependent on nomadism for their livelihood, settling
down can be difficult.
The Times Educational Supplement
Text B
The Independent traveler
Ive been traveling now for about twenty years. When I was younger I used to regularly take
off with my backpack and my camera and head for some remote place, maybe working, maybe
just hanging out. I spent a whole year in India in my early twenties. Ive backpacked all round
Europe and the Middle East, spent some time in China and Ive also been trekking in Nepal and
South America. So Ive picked up a bit of experience along the way.
In the early days I always used to take each day as it came and not really plan very much.
Nowadays I plan a bit more. And I tend to go on more organized trips, using tour operators and
travel agents. Although I still like to be independent when I get to a place. Believe it or not, you
can find responsible tour operators who care about the environment and the places they are
taking you to-but you do have to look carefully and ask a lot of questions.
Also, before you go, think carefully about your packing and what you are going to take.
Things like shampoo, lotions, sun cream and so on should be kept to a minimum. Make sure you
really need them and you are not taking too much-there is no point coming back with bottles that
are still nearly full-and above all, make sure they are environmentally-friendly and made from
natural substances. In the developing world in particular, they can easily find their way into the
water supply and cause pollution.
You can do this very simply-and it also makes your experience much more enjoyable. Make
sure that you eat and drink local produce. Try not to go for the big international fast food chains.
Most of that money doesnt stay in the country and you are not helping the local community by
using them. Many rural areas in the Mediterranean, for example are seeing their agriculture
decline and by eating locally-produced food you will help the local economy. I also try to stay
with locals, preferably in bed and breakfast and avoid the big foreign-owned hotel chains.
If you can, use public transport-it may not be as quick as hiring a car but its cheap and
interesting, and its certainly one way of meeting the local people.
As you know, Im keen photographer, so my camera is my most important piece of
equipment. But be sensitive when you are taking photographs, particularly of people-the cultural
rules are often quite different. Dont be scared to complain if you see something wrong,
something thats damaging the environment or whatever. Tell someone. If you come across a
211
polluted beach tell your tour representative; if you see another tourist dropping litter ask them to
pick it up. Its only by doing such things that well get people to change their ideas and their
behavior and to get tourism to be a more caring and responsible industry.
Sue Robbins, First Insights into Business, Longman
Text C
City Cabs
Through out the world different countries are known for their stereotypical taxis for
example America has its 'Yellow taxis' where as Britain has its 'Black cabs' and Hackney
carriages. Taxi services have been running in many different countries for many years and the
history behind some of these famous taxi groups is below:
Yellow Cabs The yellow cab company is one of the oldest running taxi firms in the US
as it has over 50 years of public service with the company starting in 1905 when John Hertz and
Walden W Shaw became partners and the company has been progressing since then to become a
world wide known symbol of its country. In earlier years when the company was trying to
publicize itself they researched a survey that showed most people associated the colour yellow
with a taxi, this resulting in the distinguishing colour. They then had to create an advertising
campaign that would remove the stigma from riding in a cab as people had seen riding in a taxi
as an undignified thing, so they turned it round saying people riding in cabs could afford the
care free ride to where they wanted to go.
Black cabs The first official black taxi of London first came around in the 17th century
when they used horses and the service group was known as Hackney Carriage. The term taxi
came along in later years when a Wilhelm Bruhn invented the taximeter, this measures the
distance travelled and time taken so a fair price could be devised, his technology is the
foundation for the taximeters used today. Being a black cab driver in London means you have to
pass the hardest taxi driving test in the world its known as the knowledge and can take some
people up to 4 years to learn completely, but only after the test is passed can you progress to
drive the taxis. There are also specific requirements, conditions of fitness, that the taxis have to
meet before being put to service for the public, these have been in place for many years and
some of them may seem a little strange to the modern day public. For example there is one
requirement that states the cab must have enough height in the back of the vehicle for the
passenger to sit with a bowler hat on comfortably.
Hackney carriage This Company was one of the first taxi firms in the world and
started in the 17th century with horse drawn carriages. Throughout the 20th century cars tended
to replace the horse cabs, although there was still a special horse service that was drawn by two
horses, had four wheels and could fit up to six passengers in it. Unlike many taxi firms that are
private hire and you can only ride in the vehicle if you have previously booked for one to pick
you up the hackney carriage taxis drive round the streets looking for passengers to pick up.
Although these may just be a form of public transport they have become iconic elements to
the countries they come from, for example many people when thinking of New York
automatically think of the streets full of yellow taxis. This showing how these taxi firms are
important tradition to the countries they originate from.
Unit V. Text A
My Meals on Wheels
212
Looking back on things now, perhaps my being a van-vendor or a mobile canteen owner
was meant to be. Ive pretty much always been on the road. My fathers work involved moving
around a lot, so by the time I was fifteen, I had been to six different schools! When I was at
college studying Hospitality, I began to work part-time for a programme called Meals On
Wheels.
I was a volunteer who drove a van stocked with prepared food. I handed out of the food to
various elderly or ill people who couldnt prepare meals for themselves. The meals were really
good. All well prepared, with hygiene and nutrition taking priority, and people even had choices
of vegetarian, diabetic or particular types of ethnic cuisine.
I had to stop working there when I got a full-time job for a catering business. I learnt many
tricks of the food trade there as well, but my goal was to become my own boss. I didnt have
enough money and unsure of exactly what I wanted to do.
A trip to Japan was the inspiration for my current mobile food business. I loved trying the
variety of foods at the yatai or street stalls. One of the owners told me that yatai actually
means a cart with a roof, and I even saw were the modern equivalents, large vans that had
been converted into mobile kitchens with a large serving window in their side. Customers would
line up by the dozens to buy their range of offerings.
When I came back home, that was itI finally knew exactly what I was going to do. I bought
an old van, got it customized by a carpenter friend of mine and then by a plumber. My van
ended up with benches, cupboards, a microwave, fridge and sink and a huge sign proudly
sporting Freds Food to You. I applied to the council for the relevant permits and in no time
my business was up and running!
I visit large companies and factories from early morning through to the afternoon selling
sandwiches, fish and chips, cakes and more. I open when I please and close when I want. My
customers know me by name and I know most of them. Good food and service, thats what
people want and thats what Im about.
Virginia Evans, Linda Edwards, Upstream Advanced
Text B
Bits about THE BRITS
Cheers!
You cant walk far along a British high street without coming to a pub. A sign hangs high
over the door, proclaiming some grand heraldic name like The Kings Arms or, more
modestly, The Slug and Lettuce.
Especially in the country, pubs can be cozy, welcoming places, with comfortable furniture
and a fire glowing in the corner. Most country pubs have a good number of regulars who have
been drinking there for decades and always sit in the same seat;woe betide you if you
accidentally take it!
City pubs often date from Victorian times and many feature mahogany bars, large, ornate
mirrors and old-fashioned flock wallpaper. As offices close, these pubs fill up with business
people fortifying themselves for the journey homeyou have to use your elbows to get near the
bar at the most popular ones.
Once at the bar, dont make the mistake of ordering a beer; beer comes in two sizes (pints
or halveshalf-pints) and a huge variety of brands. Be specific: a pint of Guinness, please or
a half of John Smiths. If you cant name a brand of beer, you should at least say whether you
want bitter (the traditional British brew), mild (similar, but not quite so strong) or lager
(usually an internationally known brand of light beer) as well.
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Most of the pubs you go into will contain roughly twice as many men as women. This may
be because women derive less entertainment from drinking eight pints of bitter and then falling
over on the way home. This predominantly male pursuit is known as a night out with the lads.
Another common reason for going down the pub is for a game of arrows, or darts. Many
British pubs are equipped with darts boards; look carefully before you cross the floor when
games are in progress!
It is illegal to go into most pubs if you are under the age of fourteen. Between fourteen and
eighteen, you can drink soft drinks. A landlord or landlady could lose his or her license for
selling alcohol to someone aged under eighteen.
One last thingif youre planning a visit to a pub, dont leave it too late! Last orders is at
10:30 p.m.11.00 p.m.at the latest! Drink up now, please!
English Manual
Text C
Paprika panic
If its about paprika, its news in Hungary. The national spice, paprika, is a key ingredient in
most Hungarian meat dishes-and in some, the main ingredient. Life is
unimaginable without it: youll find matching salt, pepper, and paprika
shakers on every restaurant table, and in the home. Apart from politics,
there are few subjects that can arouse such strong feelings in Hungarians
as the subject of how to cook with paprika.
A__
But on Thursday 28th October the worst happened: Hungary woke up
to hear that the government had banned the sale of the spice. It was
announced that the paprika in shops and even their own kitchens, and on
dining tables throughout the country, may contain poison. Not only was the problem of what to
cook and eat, but there was also the risk of becoming ill.
The moment the news broke, the leading opposition party called for an investigation into the
scandal. Two months previously, sixty tons of imported paprika, contaminated with a poisonous
fungus called aflatoxin, had been discovered, but apparently no action had been taken.
Meanwhile, some producers had illegally mixed these cheaper varieties with their own local
produce, to make up for a bad summer and poor pepper crops, Now, Hungarys market position
as one of the worlds leading paprika producers, with exports of over 5,000tons of red gold a
year, worth around 13 million, was under threat.
B__
To the outside world, the word paprika only refers to the rich red powder made from the
dried capsicum annuum L.red pepper. In Hungary, however, paprika also refers to their range
of fresh peppers, which are eaten, cooked and stuffed, chopped raw and added to soups, or as an
accompaniment to bread, cheese and salami. Of the powdered form of paprika, the form that
was banned, there is a sweet variety, used to liven up soups and stews-such as the national
dish, goulash-with its flavour and colour, and a hot variety, typically sprinkled onto egg or
potato salads for decoration, or used as a key ingredient in spicy red sausages.
C__
The 2,000 or so hours of sunshine which reach the Hungarian Great Plain each year are
perfect for the cultivation of capsicum annuum L. As they mature, the peppers change from
green to brown and finally to a rich red. Traditionally, these were dried in early autumn on long
threads of string against the whitewashed walls of every house. Nowadays, however, the peppers
are dried in factories and crushed to powder between stones and steel cylinders. The seeds of the
pepper are added in varying quantities to determine the degree of spiciness of the final product.
Production is centered in the south of the country the two paprika capitals of Kalocsa, which
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has a paprika museum, and Szeged, where paprika production employs 3,000 people, and where
you can visit the worlds only paprika research laboratories.
So back in October, a vital part of Hungarian life was under threat. Thousands of worried
citizens, frightened of illness, phoned the National Ambulance Service. Despite being told that
the amount of poison was minimal and harmless, one mother told a newspaper that this was like
asking people to drink bottled water containing 99% mineral water and 1% sewage.
D__
Eventually, after the interviews with top paprika-producing executives, the Hungarian FBI
tracked down those responsible for the crisis. Two weeks on, government officials stated that
they believed they had the problem fully under control.
One by one, products containing paprika were tested. By early November, paprika products
were slowly beginning to make their way back to the supermarket shelves. And not one person
had been admitted to hospital.
Eight months later, a number of individuals were fined a total of 40,000 for misleading
consumers, and, to ensure lasting safety for all housewives, the government enforces strict
regulations on the industry concerning spot checks and product labeling.
So at last, Hungarians, whose economy, culture, and pride is represented by the red powder,
could celebrate together over a kettle of goulash. As they say in Hungary: One man may yearn
for fame, another for wealth, but everyone yearns for paprika goulash.
Unit VI. Text A
Health syndrome
The impact that mobile phones have on health is unclear. Some scientific studies have
linked use of mobiles to headaches, memory loss and cancer, while the industry claims that they
are perfectly safe.
A government-funded committee headed by scientist Sir William Stewart concluded that
while there was no direct evidence of a health risk from using mobiles, more research was
needed to prove their safety.
Now the government is unveiling a research project to try to uncover the truth.
News Online asked two people on opposite sides of the debate for their advice.
Roger Coghill is a specialist in bioelectromagnetics, who runs an independent laboratory in
Gwent. He has long campaigned for mobile phones to carry a health warning.
"I do not see that mobile phones used normally pose a health problem, but some people are
using them for 20-30 minutes or more at time, and there is overwhelming scientific evidence
that there is a hazard to health from that kind of use.
"My advice is not to get panicked, and to use your phone normally, but to restrict calls to
around five minutes a day.
"We have just carried out a survey of 500 users that shows that 12% of users use their
phones for more than 20 minutes a day, and that 1.8% use them for more than two hours a day.
"It is that 1.8% that we are worried about - that is about 250,000 people who are being put at
risk of serious ill health.
"We do not know exactly what the risks are of sustained exposure to mobile phone
electromagnetic radiation. Mobile phone manufacturers should have funded research into that
question before they put them on the market - if they were pharmaceutical products they would
have to have been pre-tested.
Health syndrome
"What is clear is that there is a syndrome associated with excessive mobile phone use.
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"Around 40% of users complain that they suffer from headaches, and many people find that
after a day's heavy use of the phone that they have a thumping headache.
"After a while users feel extremely tired, and their reaction times start to fall off.
"After 14 months to two years some users will start to develop leukemia.
"My laboratory has carried out research which shows that after a seven-and-a-half hour
exposure to a mobile phone on stand-by there was a serious degradation of the while blood cells
(the cells that fight disease). A day after exposure there was a substantial fall in the viability of
white blood cells, and after the second day only 13% of white blood cells were viable.
"There are some simply, virtually costless things that people can do to minimize risk.
"If somebody touches a mobile phone to their head radiation is conducted directly into the
head. Keeping the phone a couple of centimetres away from the head reduce the exposure to
radiation by orders of magnitude.
"Also if users hold their phone away from their head then after a while they will start to get
a muscle ache which will warn them they have been on the phone too long.
"Protective pouches also help to reduce exposure to radiation, but earpieces are enormously
adverse, because they conduct radiation directly to the head."
Tom Wills-Sandford is director of information and communications technology for the
Federation of the Electronics Industry.
"We firmly believe that there is no link between use of mobile phones and any adverse
human health effect.
"This is based on many years of research. The mobile phone industry is a global industry
and research into the safety of phones is done on a global scale - probably $60m has been spent
on this particular issue.
"You have to look at the totality of science, and when you do you will find that there is no
evidence of a link between use of mobile phones and ill health.
"The FEI welcomes all good peer reviewed science, including Dr Preece's work in Bristol,
in which, we note, he failed to find any link between mobile phone usage and memory loss
despite the enormous amount of publicity we have seen in the last few weeks.
"The one effect he did find was that choice reaction times were reduced by four per cent
after exposure to radiation from analogue mobile phones, but this contrasts with other studies
which have found a 20% variation in reaction times when no mobile phone usage has been
involved.
Committed to openness
"The industry is committed to being open about this matter. We take this issue seriously, and
we are concerned if our customers are concerned.
"But the National Radiological Protection Board and the International Commission on NonIonizing Radiation Protection set the guidelines that the industry follows, and all mobile phones
sold in the UK are designed, built and tested to these standards which take account of all the
scientific research into this issue.
"It is perfectly legitimate that the public should be concerned, and we welcome responsible
public interest but we do not get headlines about the many studies that come up with no link
between mobile phones and ill health.
"My advice to people who are worried is that they can always use an earpiece, which can be
very convienient in a hands free environment - although they do not need one for health reasons.
Toronto Star
Text B
The Internet
The Internet, a global computer network that embraces millions of users all over the world,
began in the United States in 1969 as a military experiment. It was designed to survive a nuclear
war. Information sent over the Internet takes the shortest path available from one computer to
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another. Because of this, any two computers on the Internet will be able to stay in touch with
each other as long as there is a single route between them. Owing to this technology, if some
computers on the network are knocked out (by a nuclear explosion, for example), information
will just route around them. One such network already survived a war. It was the Iraqi computer
network, which was not knocked out during the Gulf War.
Most of the Internet host computers (more than 50%) are in the United States, while the rest
are located in more than 100 other countries. Although the number of host computers can be
counted fairly accurately, nobody knows exactly how many people use the Internet, there are
millions, and their number is growing by thousands each month worldwide.
The most popular Internet service is e-mail. Most of the people, who have access to the
Internet, use the network only for sending and receiving e-mail messages. However, other
popular services are available on the Internet: reading USENET News, using the World-WideWeb, telnet.
In many developing countries the Internet may provide businessmen with a reliable
alternative to the expensive and unreliable telecommunication systems of these countries.
Commercial users can communicate over the Internet with the rest of the world and can do it
very cheaply. When they send e-mail messages, they only have to pay for phone calls to their
local service providers, not for calls across their countries or around the world. But who actually
pays for sending e-mail messages over the Internet long distances, around the world? The
answer is very simple: a user pays his/ her service provider a monthly or hourly fee. Part of this
fee goes towards its costs to connect to a large service provider. And part of the fee got by the
larger provider goes to cover its cost of running a worldwide network of wires and wireless
stations.
But saving money is only the first step. If people see that they can make money from the
Internet, commercial use of this network will drastically increase. For example, some western
architecture companies and garment centers already transmit their basic designs and concepts
over the Internet into China, where they are reworked and refined by skilled but unexpensive
Chinese computer-aided-design specialists.
However, some problems remain. The most important is security. When you send an e-mail
message to somebody, this message can travel through many different networks and computers.
The data is constantly being directed towards its destination by special computers called routers.
Because of this, it is possible to get into any of computers along the route, intercept and even
change the data being sent over the Internet. In spite of the fact that there are many strong
encoding programmes available, nearly all the information being sent over the Internet is
transmitted without any form of encoding, i.e. in the clear. But when it becomes necessary to
send important information over the network, these encoding programmes may be useful. Some
American banks and companies even conduct transactions over the Internet. However, there are
still both commercial and technical problems, which will take time to be resolved.
Text C
A Multilingual Internet
As both European and Asian markets use the Internet more and more to conduct business,
there will be an increasing need for language choices for the different markets.
English is so often used on the Internet that it might make you think that everyone in the
world speaks English, or at least give you the impression that it is the worlds most widelyspoken language. If this were true, it would, of course, bring benefits for worldwide
communication and understanding, though that it could also possibly become a threat to cultural
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diversity. English certainly seems to be everywhere, from films to pop music and TV, and from
business to science and other fields.
Information varies, but suggests that about 75% of the pages on the Web are in English. Yet
English is the mother tongue for only 5.4% of the worlds population, while further 7% of the
worlds population are proficient speakers of English. This means that only around 12% of the
worlds population can communicate well in English. This figure is nowhere near the total
number of people speaking Chinese languages, which, at 20.7%, is much higher.
More and more people are accessing the Internet nowadays, including many companies
wanting to conduct e-business. As a consequence, the position of English is beginning to
change. Both Europe and Asia are growth areas, with businesses increasing their use of the
Internet and people would apparently rather buy things online if they can order in their own
language.
It has been predicted that by 2003 only one third of Internet users will be speakers of
English. As a result, companies wanting to reach world markets are beginning to realize that
they will have to translate their websites for the various customers.
However, creating a multilingual website is not an easy task. Companies wishing to translate
their sites for different markets basically face both technical and linguistic problems. They are
unable to use automated translation systems, which already exist in the market, simply because
the quality is not good enough for professional use. Businesses all over the world are now faced
with this huge challenge.
Moreover, translating websites is only the beginning. Customers with questions or problems
will need to discuss matters in their own language, for example, while prices will need to be in
the local currency. Dates will also need to be in the right format to avoid confusion. Companies
will need to adapt their advertising materials so as not to offend different cultures. They may
also have to change their way of doing business to suit certain customers-in Japan, for example,
as the Japanese do not tend to give their credit card details over the Web. There are also legal
issues to take into consideration.
Such vast changes will not happen overnight. It is impossible to say exactly how many texts
there are on the Web as the number is changing all the time. One thing which is certain,
however, is that a growth in the use of Internet is guaranteed. Companies doing e-business
simply need time to translate their sites into the various languages necessary to do business.
Meanwhile, more and more material in different languages is being added to the Web at a fast
pace.
While all this is happening, local companies, with few employees, doing e-business only in
the language of their target market and who are aware of the cultural aspects of that market, will
certainly be at an advantage. The problems of language and culture could well limit larger
companies from expanding and so offer more opportunities to smaller businesses in poorer areas
of the world.
Virginia Evans, Linda Edwards, Upstream Advanced
Unit VII. Text A
Doing the business
Roisin Ingle hears how efficient management structures are vital for success
The need for a solid structure within all business entities is absolutely fundamental,
according to Ms Angela Tripoli, a lecturer in Business Administration at University College
Dublin. Organisational structure concerns who reports to whom in the company and how
different elements are grouped together. A new company cannot go forward without this and
established companies must ensure their structure reflects their target markets, goals and
available technology.
218
Depending on their size and needs there are several organisational structures companies can
choose from. Increasingly though, in the constantly evolving business environment, many firms
are opting for a kind of hybrid of all of them.The most recognizable set up is called the
functional structure where a fairly traditional chain of command (incorporating senior
management, middle management and junior management) is put in place. The main benefit
of this system is clear lines of communication from top to bottom but it is generally accepted
that it can also be a bureaucratic set up which does not favour speedy decision-making.
More and more companies are organizing themselves along product lines where companies
have separate divisions according to the product that is being worked on. In this case the focus
is always on the product and how it can be improved.The importance for multinational
companies of a good geographic structure, said Ms Tripoli, could be seen when one electrical
products manufacturer produced an innovative rice cooker which made perfect rice - according
to western standards. When they tried to sell it on the Asian market the product flopped because
there were no country managers informing them of the changes that would need to be made in
order to satisfy this more demanding market.
The matrix structure first evolved during a project developed by NASA when they needed to
pool together different skills from a variety of functional areas. Essentially the matrix structure
organizes a business into project teams; led by project leaders, to carry out certain objectives
Training is vitally important here in order to avoid conflict between the various members of the
teams.During the 1980s a wave of restructuring went through industry around the globe. This
process, known as delayering, saw a change in the traditional hierarchical structures with layers
of middle
management
being removed. This development was driven by new technology
and by the need to reduce costs. The overall result was organizations that were less bureaucratic.
The delayering process has run its course now. Among the trends that currently influence how a
company organizes itself is the move towards centralization and outsourcing. Restructuring has
evolved along with a more customer centric approach that can be seen to good effect in the
banks. They now categorize their customers and their complex borrowing needs into groups
instead of along rigid product lines.
Another development can be seen in larger companies, which are giving their employees
more freedom to innovate in order to maintain a competitive edge. Ms Julia MacLauchlan,
Director of Microsofts European Product Development Centre in Dublin, said the leading
software company had a very flat organizational structure. There would not be more than
around seven levels no between the average software tester and Bill Gates, she said.
Microsoft is a good example of a company that is structured along product lines. In Ireland,
where 1,000 employees work on localization of the software for all Microsofts markets, the
company is split up into seven business units. Each unit controls the localization of their specific
products while working closely with the designers in Microsofts Seattle Headquarters. It works,
said Ms MacLauchlan, because everyone who works in the unit is incredibly empowered.
Without a huge bureaucratic infrastructure people can react a lot more quickly to any
challenges and work towards the companys objectives.
Unit VIII. Text A
Handling Change Management Right the First Time
As business leaders rush to implement cost-saving, productivity-boosting measures to
survive the recession, daily news coverage shows that very few are thinking about the
unintended consequences their change management actions will have on the relationships with
those they count on most. But change management in any form sends powerful messages to key
stakeholders, including customers, employees, business partners and investors in terms of whom
and what an organization believes are most important.
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You must consider in advance not only your long-term strategy and growth path, but also
who and what youll need to get there.
In this article, we share how business leaders can handle change management right the first
time by avoiding common pitfalls, such as breaching trust with key stakeholders, taking on a
victim versus owner mentality, losing sight of customer-and employee-centricity and
creating critical talent deficiencies. By mobilizing mid-level managers, adapting your decisionmaking style and recognizing the ever-increasing importance of focused leadership, your
organization can increase its chances of being among those whove done change management
right the first time.
Building the Trust Bridge for Effective Change Management
The epidemic of low trust among workers is well documented. Just recently, for example,
the 2009 Edelman Trust Barometer found that trust in U.S. business dropped to a dismal 38
percent the lowest in the Barometers history, even lower than following Enrons collapse.
For the business leader poised to make significant organizational changes, this means you
are starting at a disadvantage. The majority of employees have already determined your words
alone cannot be believed. Rather, they will want to see proof in the form of congruency between
your words and actions before they give their support to whatever it is youre selling. In other
words, if your company is cash strapped and youre pushing teams to drastically reduce costs
quickly, employees will want to see that you too are making personal sacrifices to cut spending.
Consider the public relations fall-out when the auto executives went to Congress to ask for
public funds to plug serious immediate cash shortfalls and each arrived in Washington, DC, in a
separate corporate jet. To them, this was the standard course of business. But to the public, it
reeked of insincerity and, thus, fanned the flames of mistrust.
While most of your decisions and actions are not quite so visible (nor dramatic) as this example,
they are clear indicators to employees about what you truly believe and intend. More likely than
not, youre facing tough decisions about when and where to reduce costs. If your organization
plans to go through a layoff, for example, the method chosen to select those affected as well as
the way you carry out the effort will send a clear message to the employees left behind.
Unfortunately, many companies are not using their business process improvement teams to
help construct an execution strategy and are instead resorting to last in first out (LIFO) or first in
first out (FIFO) approaches. Not only does this fail to demonstrate a clear line of sight to where
these leaders are taking the business, the message to employees is clear: People are costs, not
assets.On the other hand, smart organizations are taking the approach of reducing unprofitable
teams and keeping good players. Most importantly, they are linking their downsizing efforts to
their core business strategies whenever they communicate with employees about the process.
Change management bottom line: During times of increased turmoil, every major decision is
a signal to employees of your strategic intent. No matter how big or small, every decision is a
chance to show the direction you are taking the organization. Without trust, the cost of
sustaining relationships is steep. As trust grows in leadership, employees defensive postures
fade and productivity soars.
http://www.businessballs.com/changemanagement.htm
Text B
Shes the boss
Business has traditionally been and to a certain extent still is a boys game. Less than 6 per
cent of executive management positions in America and European companies are held by
women, and of the Fortune 500 only four have a female CEO.
Yet in Britain one in three new businesses are started up by women, and according to John
Naisbitt and Patricia Auburdene, authors of Megatrends, since 1980 the number of selfemployed women has increased twice as fast as the number of self-employed men.
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The Glass Ceiling Syndrome

Is it just a case of women whose career progress has been blocked by their male colleagues
the so-called glass ceiling syndrome- being forced to set up their own businesses? Or do
women share specific management qualities which somehow serve them better in selfemployment? As many as forty per cent of start-ups fold within their first two years, but the
failure rate of those run by women is substantially lower than that. Its hardly surprising,
therefore, that though male bosses tend to be reluctant to promote women, male bank managers
seem only too happy to finance their businesses.
The Roddick Phenomenon
Anita Roddick, the founder of the Body Shop Empire, is the perfect example of the female
entrepreneur, with her company growing from zero to $470 million in its first fifteen years.
Perhaps the secret of her success was caution. Rather than push ahead with the purchasing of
new shops, Roddick got herself into franchising the cheapest way to expand a business while
keeping overheads down. Caution, forward planning and tight budgeting seem to be more
female characteristics than male. They are also the blueprint for success when launching a new
company. The recent Internet boom allowed women like Martha Lane Fox to set up the
massively successful web travel agency lastminute.com. In cyberspace nobody cares what sex
you are.
More Sensitive
When women join an existing company, its a different story. Less ruthlessly individualistic
in their approach to business, women are more sensitive to the feelings of the group or team in
which they work. They are generally more cooperative than competitive, less assertive, and less
prepared to lead from the front. Though they usually manage their time better than men and may
seem even work harder, they are much less likely than their male counterparts to take risks. And,
above all, it is risk-taking that makes corporate high fliers. As one male director put it: Im not
paid to make the right decisions. Im just paid to make decisions.
Better Communicators
Its an overgeneralization, of course, but it remains true that men will more readily take the
initiative than women. The female style of management leans towards consensus and
conciliation. Women seem to be better communicators than men both more articulate and
better listeners. And perhaps it is womens capacity to listen which makes them particularly
effective in people-oriented areas of business. In any mixed group of business people the ones
doing most of the taking will almost certainly be the men. But perhaps the women will really be
listening.
The New Achievers
It was predominantly men who led the hierarchical corporations of the nineties. But it may
be women who achieve the most in the more democratic, people-centered years to come.
Mark Powell, Ron Martinez, Rosi Jilett, New Business Matters, Coursebook
Unit IX. Text A
Business ethics
Business ethics (also known as Corporate ethics) is a form of applied ethics or professional
ethics that examines ethical principles and moral or ethical problems that arise in a business
environment. It applies to all aspects of business conduct and is relevant to the conduct of
individuals and business organizations as a whole. Applied ethics is a field of ethics that deals
with ethical questions in many fields such as medical, technical, legal and business ethics.
Business Ethics is a normative and a descriptive discipline. As a corporate practice and a
career specialization, the field is primarily normative. In academia descriptive approaches are
also taken. The range and quantity of business ethical issues reflects the degree to which
business is perceived to be at odds with non-economic social values. Historically, interest in
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business ethics accelerated dramatically during the 1980s and 1990s, both within major
corporations and within academia. For example, today most major corporate websites lay
emphasis on commitment to promoting non-economic social values under a variety of headings
(e.g. ethics codes, social responsibility charters). In some cases, corporations have redefined
their core values in the light of business ethical considerations (e.g. BP's beyond petroleum
environmental tilt).
Discussion on ethics in business is necessary because business can become unethical, and
there are plenty of evidences as in today on unethical corporate practices. Even Adam Smith
opined that People of the same trade seldom meet together, even for merriment and diversion,
but the conversation ends in a conspiracy against the public or in some contrivance to raise
prices. Business does not operate in a vacuum. Firms and corporations operate in the social and
natural environment. By virtue of existing in the social and natural environment, business is
duty bound to be accountable to the natural and social environment in which it survives.
Irrespective of the demands and pressures upon it, business by virtue of its existence is bound to
be ethical. Is this a fact or an opinion? There are at least two reasons: one, because whatever the
business does affects its stakeholders and two, because every juncture of action has trajectories
of ethical as well as unethical paths wherein the existence of the business is justified by ethical
alternatives it responsibly chooses. One of the conditions that brought business ethics to the
forefront is the demise of small scale, high trust and face-to-face enterprises and emergence of
huge multinational corporate structures capable of drastically affecting everyday lives of the
masses.
Unit X. Text A
Distinctive negotiation behaviors of some cultural groups
Following are further descriptions of the distinctive aspects of each of the 15 cultural
groups videotaped. Certainly, conclusions of statistical significant differences between
individual cultures cannot be drawn without larger sample sizes. But, the suggested cultural
differences are worthwhile to consider briefly.
Japan. Consistent with most descriptions of Japanese negotiation behavior, the results of
this analysis suggest their style of interaction is among the least aggressive (or most polite).
Threats, commands, and warnings appear to be de-emphasized in favor of the more positive
promises, recommendations, and commitments. Particularly indicative of their polite
conversational style was their infrequent use of no and you and facial gazing, as well as more
frequent silent periods.
Russia. The Russians style was quite different from that of any other European group,
and, indeed, was quite similar in many respects to the style of the Japanese. They used no and
you infrequently and used the most silent periods of any group. Only the Japanese did less facial
gazing, and only the Chinese asked a greater percentage of questions.
Germany. The behaviors of the Germans are difficult to characterize because they fell
toward the center of almost all the continua. However, the Germans were exceptional in the high
percentage of self-disclosures (47 percent) and the low percentage of questions (11 percent).
United Kingdom. The behaviors of the British negotiators were remarkably similar to
those of the Americans in all respects. British people believe that most British negotiators have a
strong sense of the right way to negotiate and the wrong. Protocol is of great importance.
However, the right way to negotiate may be a completely different concept for people from
different cultures. Some cultures may consider the british negotiation style as extremely cold
and arrogant.
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Spain. Diga is perhaps a good metaphor for the Spanish approach to negotiations
evinced in our data. When you make a phone call in Madrid, the usual greeting on the other end
is not hola (hello) but is, instead, diga (speak). It is not surprising, then, that the Spaniards
in the videotaped negotiations likewise used the highest percentage of commands (17 percent) of
any of the groups and gave comparatively little information (self-disclosures, only 34 percent).
Moreover, they interrupted one another more frequently than any other group, and they used the
terms no and you very frequently.
France. The style of the French negotiators was perhaps the most aggressive of all the
groups. In particular, they used the highest percentage of threats and warnings (together, 8
percent). They also used interruptions, facial gazing, and no and you very frequently compared
with the other groups, and one of the French negotiators touched his partner on the arm during
the simulation.
United States. Like the Germans and the British, the Americans fell in the middle of
most continua. They did interrupt one another less frequently than all the others, but that was
their sole distinction.
These differences across the cultures are quite complex, and this material by itself should not be
used to predict the behaviors of foreign counterparts. Instead, great care should be taken with
respect to the aforementioned dangers of stereotypes. The key here is to be aware of these kinds
of differences so that the Japanese silence, the Brazilian no, no, no, or the French threat are
not misinterpreted.
Unit XI. Text A

The History of Advertising
Egyptians used papyrus to make sales messages and wall posters. Commercial messages
and political campaign displays have been found in the ruins of Pompeii and ancient Arabia.
Lost and found advertising on papyrus was common in Ancient Greece and Ancient Rome. Wall
or rock painting for commercial advertising is another manifestation of an ancient advertising
form, which is present to this day in many parts of Asia, Africa, and South America.
As the towns and cities of the Middle Ages began to grow, and the general populace was
unable to read, signs that today would say cobbler, miller, tailor or blacksmith would use an
image associated with their trade such as a boot, a suit, a hat, a clock, a diamond, a horse shoe, a
candle or even a bag of flour. Fruits and vegetables were sold in the city square from the backs
of carts and wagons and their proprietors used street callers (town criers) to announce their
whereabouts for the convenience of the customers.
As education became an apparent need and reading, as well as printing, developed
advertising expanded to include handbills. In the 17th century advertisements started to appear
in weekly newspapers in England. These early print advertisements were used mainly to
promote books and newspapers, which became increasingly affordable with advances in the
printing press; and medicines, which were increasingly sought after as disease ravaged Europe.
As the economy expanded during the 19th century, advertising grew alongside. In the
United States, the success of this advertising format eventually led to the growth of mail-order
advertising.
In June 1836, French newspaper La Presse was the first to include paid advertising in its
pages, allowing it to lower its price, extend its readership and increase its profitability and the
formula was soon copied by all titles.
223
At the turn of the century, there were few career choices for women in business;
however, advertising was one of the few. Since women were responsible for most of the
purchasing done in their household, advertisers and agencies recognized the value of women's
insight during the creative process.
In the early 1920s, the first radio stations were established by radio equipment
manufacturers and retailers who offered programs in order to sell more radios to consumers.
When the practice of sponsoring programs was popularised, each individual radio program was
usually sponsored by a single business in exchange for a brief mention of the business' name at
the beginning and end of the sponsored shows.
In the early 1950s, the DuMont Television Network began the modern practice of selling
advertisement time to multiple sponsors. Previously, DuMont had trouble finding sponsors for
many of their programs and compensated by selling smaller blocks of advertising time to several
businesses. This eventually became the standard for the commercial television industry in the
United States.
The 1960s saw advertising transform into a modern approach in which creativity was
allowed to shine, producing unexpected messages that made advertisements more tempting to
consumers' eyes.
Marketing through the Internet opened new frontiers for advertisers and contributed to
the "dot-com" boom of the 1990s. Entire corporations operated solely on advertising revenue,
offering everything from coupons to free Internet access.
Word list
Unit I. Meeting people
ambitious
analytical
anyway
bossy
charming
easy-going
enthusiastic
finally
gesture
goal-oriented
inconsistent
later
Let me introduce myself.
narrow-minded
not to allow anybody to waste any time
open-minded
Pleased to meet you.
practical
self-confident
single-minded
sociable
supportive
to ask for smth.
to be aware
to be good at
224
to get along with

to have a frightening experience
to let smb. develop ones ideas
to let smb. do things in ones own way
to let smb. know
to make everybody feel respected and

important at work
to panick
to tell (smb.) the truth
understanding
What do you do?
Unit II.Dealing with people

Do you think you could?
Id like
It would be better if
Lets
Lets say
on the other hand
Shall we
Thats a good idea.
to appreciate
to be pleased with
to do a great job
to do some thinking
to do very well
to enjoy
to put smb. in ones shoes
to recommend
to show the ropes to someone
to sleep on
to suggest
Wed like you to
well done
What I suggest is
Why dont we (you) ?
Would you mind?
Unit III. Applying for a job
a 7% pay rise
a 9 to 5 job
a wage
accounts
advertising
an hourly rate
available jobs
challenging
counselor
CV
employers
employment agency
fall the interview
gratifying
interview
marketing
out of work
personnel
qualifications
rate of unemployment
references
resume
rewarding
salary
sales
skilled
skills
strengths
to do overtime
to do something for a living.
to earn US $50.000p
to fill in an application form
to fire an employee
to get a bonus
to get a commission
to go for an interview
to make ends meet
to make someone redundant
to work flexi time
to work in shifts
weaknesses
Unit IV.Business trip
a boarding card
a compartment
a day trip
a deposit
a double room
a flight
225
a flight attendant
a map
a motel
a reservation
a return ticket
a single room
a suitcase
a ticket
a tour guide
a visa
accident
an open-date ticket
booking confirmation
cab
check in/check out
currency
customs
departure
discount
district
double room
driving license
hotel facilities
in advance
inclusive
international travel
luggage
make a reservation for a room
medical insurance
one-way trip
passenger
passport
pay for services
public transport
railway station
room key
room service
round trip
route
second class
sidewalk
standard room
the gate
to arrive
to hail a taxi
to hire a taxi
twin room
duty free shop

first class
frequent trip
Unit V. Eating Out

beverages
bill
bitter
bland
cafe
chewy
cookbook
creamy
crisp
cuisine
dessert
dining etiquette
dish
exotic
fast food restaurant
greasy
ingredients
main course
menu
order
pub
recipe
restaurant
salty
service
snack bar
spicy
starter
sweet
table manners
take-away
tasty
unusual
wine list
Unit VI. Technical means of communication
banner
can you hold on?
chat room
could I leave a message?
226
could you put me through to Mr. Brown?

could you speak up, please?
cyberspace
cyberstore
email
encrypted
hold the line, please
home page
I am afraid he is out at the moment
I cant get through
I have to make a call
I want to book a call to Moscow
Ill call back later
Ill see if he is in
icon
interactive
is that Mr. Green?
is there any message?
link
modem
Mr. Jones is on the other line
Mr. Roberts is not available
net (internet)
online
phone book
service provider
software
sorry to have troubled you
speaking
surfing the net
the line is engaged
this is a private residence
this is Peter Smith calling
to make a long-distance call
web(world wide web)
webzine
who is calling, please?
you have got the wrong number
Unit VII Companies

a stock-holder
affairs
attract (ive)
authority
barrister
be involved
benefit
borrow (v)
capital stock
code of conduct
compete (v)
competitive
competitor
contribute(v)
headquarters
improve (v)
issue (v)
joint venture
liability
multinational
opportunity
own (v)
profit
provide(r)
purpose
receipt
scale
share (s) (v)
Sole Proprietorship
stock
subsidiary
turnover
unit .division (of the company)
value (v/n)
customer
department
executive
financial data
fulfill (v)
gain (v)
Unit VIII.Management styles

achieve (v)
allow (v)
appeal (v/n)
appreciate
approach
attitude
available
be engaged in
challenge (v/n)
decision
duty
employee (er)
227
encourage
equal
experience (v/n)
forgive (v)
imperative
influence (v/n)
reach (v)
relationship
require (v)
reward (v/n)
solve problems
staff
subordinate
succeed (v)
supervise (v)
support (v/n)
weakness
work force
level
objective
occur (v)
pay attention
performance
quality
Unit IX.Business ethics

bribery
copycat
dishonest
glass ceiling
illegal
negative publicity
product tampering
to accuse
to contaminate
to discriminate
to prosecute
to recall
to withdraw
unethical
unfair
Unit X. Negotiating skills
a graph
a negotiation strategy
a well-structured talk
agree terms
agree terms
an important point
an inter-personal process
an opening position
as you can see
at this stage
Id like to point out

listen and take notes
main points
make counter-proposals
negotiation strategy
repetition
rhetorical questions
sense of humour
set out proposals
set out proposals
specific language
thorough subject knowledge
to accept something on one condition
to be in two minds
to be nearing agreement
to be willing to accept a compromise
to bear in mind
to change ones mind
to digress for a moment
to find a mutually acceptable solution to an
issue
to find a solution
to give you an example of what I mean
to give you the background to this
to go back to what I was saying
to have second thought
bargain
celebrate
change the subject
close
create a rapport
create a rapport
deal with
enthusiastic attitude
expand a point
expressive body language
eye contact
have a look at
have lunch
228
to invite questions
to make a snap decision
to make a suggestion
to make something clear
to move to the next point
to offer an alternative
to quote some figures
to revise an offer
to say a bit more about that
a jingle
a memorable slogan
a spot
airing
an eye-catching logo
badge
banners
commercials
competition
confirmation
consumption
emblem
emotional appeal
emotional appeal
hoardings
images
insignia
introducing services and products
label
launch
local advertisement
logo
packaging
pamphlets
promotion
publicity
to see some movement on

to set the tone for the interaction
to solve a problem
to start with
to sum up
to take into consideration
to understand somebody correctly
visuals
Unit XI.Advertising
purchasing
Radio Advertising
regulation
sign
sponsorship
symbol
the benefits
the copy
the headline
the target audience
to arouse curiosity
to attract attention
to be well presented
to exaggerate
to grab the attention of the viewers
to increase sales turnover
to make an impact
to make the people aware of new products
to pay charges
to promise a benefit
to reach a large audience
to rope in some top celebrities to advertise
products
to shoot ads
to target the potential buyer
total sales
Unit XII.Business correspondence
anticipate (v)
appropriate
book (v)
claim (v/n)
compliance
complimentary
confidence
confirm (v)
congratulate (v)
credibility
current rates
deal with (v)
delivery
emphasize
enquiry
failure
favorable
immediately
impact
in advance
229
insurance
letter of credit
look forward (v)
order (v/n)
prompt
proof-read
proposal
quotation (bus.)
references
remittance
request (v/n)
respond (v/n)
retailer
salutation
sample
terms
urgent
230

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Contents

Lesson 3. Telephone arrangements.102

Unit I.MEETING PEOPLE

Lesson 1. Early Business Contacts

I talk too much because Im nervous.

a very good friend

Phrases for introducing someone else:

II. Now look more closely at the typical sequence of conversation.

Is this your first trip to ?

Have you found time to see much?

7) establishing topic of common interest

Really? What did you expect? ( )

Nice_____________________________. Im Sofia Platini from Milan.

Lesson 2. Further contacts

Lesson 3. Telling a story

4. Later - the food, _______________________, was out of this world -____________,

Lesson 4. Describing a personality

II. Complete the sentences in column B. The first is an example.

She lets ______________________if she

Lesson 5. Making, accepting and declining offers

2) how to accept offer

I wonder if youd like

3) how to politely decline offer

Thats kind. Thanks.

Unit II. DEALING WITH PEOPLE

Lesson 1.Asking for something

I'd like a cup of tea, please.

advise, ask, expect, need, remind, tell, warn

We would ask you to pay in full by 1st May.

would you mind

Would you mind opening the window?

Lesson 2. Consultants. Making suggestions

fresh ideas to the company.

by management to take the criticism foe

company doesnt use internet at all

Lesson 3. Reacting to suggestions

They arrive late and leave early.

II. Which of the habits do you find most annoying?

Everyone in the office seems a bit down.

we'd leave the company.

Unit III. APPLYING FOR A JOB

Lesson 1.Choosing Careers

We need to think about where

Does your job suit you? Why?

If you dont have a job

head of a big company

DOs and Donts For Job Seekers

... escape testing.

try to be optimistic in your attitude

try to overcome nervousness and shortness of breath

learn ahead of time about the company and its product

apply for a job in person

One thing you should never do is because

This year the company wants to cut costs so nobody is getting a

Lesson 2. Filling Out Forms

From In Company Intermediate

II. Read the ads again and answer the questions.

What qualifications are essential for the Secretary/Receptionist position?

III. Complete the following sentences with a suitable

theatre and film

knows how to prepare business proposal

mountain biking, piano

I think / in my view / in my opinion / I believe

4. Later - the food, ___________, was out of this world -,