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Firstpublished2006
Printedin the UnitedKingdomat the UniversityPress,Cambridge
A cataloguerecordfor this publication is available from the BritishLibrary
ISBN-13978-0-521.-53469-7
Student'sBook 2
ISBN-IO 0-521.-53469-0
Student'sBook 2
ISBN-13978-0-527-67208-5
Workbook2 with CD-ROM/Audio CD
ISBN-1O0-527-67208-2
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ISBN-13 978-0-527-53470-3
Teacher! Book 2
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 L

Contents
Mapof thebook

Unit1 lntroductions 6
Unit2 Teamwork 72
Unit3 Choices 18
Unit4 Experience 24
Unit5 Arrangements 30
Unit6 .Objectives 36
Unit7 Success 42
Unit8 Media 48
Unit9 Strategy 54
Unit10 Solutions 60
Unit11 Transport 66
Unit12 Agendas 72

practice
Communication 78
andvocabulary
Grammar practice 95
Grammarreference 106
Transcripts 774
Communication
r

Communication Grammar Vocabulary

7.r Tatkingaboutyoureducation Presentperfect/Past

simple Education
and career Careerhistory
7.2 Givingan update Presentperfect:yetlakeadyl Good newsand bad news
:"_
r:i
Discussinginterestingexperiences Describing
feelingsand experiences
7,3

9.1 Describing
a businessconcept Passive:presentsimple, Marketing
and advertising
pastsimple
9.2 Discussingstrategies Adverbsof manner Businessdevelopment
9.3 Usingthe Internet Websitelanguage
 lntroductions

! . Tatkaboutiobs.
What'syourjob titlein Engtish?
!. 2 Listen to Ella Grady,one of the people
on the course,tatkingabout her iob. Fittin the
ls youriob commonor veryspecialised? gaps in the OrganisationChart.
Do you knowanyonewith a veryunusualjob?
OrganisationChart
SueArpet
,r^ managing director

={ Responsibilities: (
{=
..í# o 7 departments

J
o I45 people I

DavidKemp
customerservicemonager
Responsibilities:
. customerservice Í
clepartment
o 3 regiona[customer
servicemanagers

EttaGrady
customer
servicemanager
Responsibilities:
.2 assistants
.3 countries

Which other personfrom the chart is on the

trainingcourse?

Fitl in the gaps in these sentencesfrom 2a.

of after to with for

b r lvan Magnusson,a trainer,is talking
at the start of a trainingcourse.Listenand 7 I look rrftt'r-...,,
customerservicefor Europe.
completethe information. 2 I report the customerservice
1 Lengthof course:,.................... days manager.
2 C o u r s en a m e :l n t e r n a t i o n a l 3 He'sin charge the department.
4 We'reresponsibte customers
,..,....
3 lvan'sjob: consultant in Europe.
I deat oroblemsmostof thetime.

I
I I
lntr odu cti on1s

2 Listenagain and checkyour answers. Undert'mgthe correctverb forms in these

sentencesthat lvan and David say.
e Vocabutarypractice...>Page 95, Exercise1.
t I worklworksfor a hotel company.
f Work with a partner.lmagine you are one of 2 We checklcheckscustomerservice.
the peopleon the chart.Describeyour 3 | writelwritesa report.
Use the tanguagefrom 2c.
responsibilities. 4 lt don'tldoesn'ttake long.
3 pRoiluNcrArroNListenand repeat. s I don'tldoesn'tpay.
How do these words changein sentences? 6 They trovelltravelsa lot.
r of I'min chargeof the department. I I don'tldoesn'ttikethe paperwork.
z for I'mresoonsible for customers. 4 Listenagain and check
3 to I reportto the department manager. your answers.

Presentsimple: be

I'man exportmanager. I work in this office.He works with me.

He's in charge. He doesnt work here.We dont work
We'reresponsiblefor ten countries. together.
I'mnot in charge. The verb have is irregular:
She isnt on the course.(or She's not) I have an assistant.
They arent all here. (or They'renot) She has a new job.
I dont have an assistant.
She doesnt have a new job.

h Fitl in the gaps with these forms of the verb be.

are is I'm he's isn't we're they're d Grammarpractice...) Page 95, Exercise2.
aren't isn't
!l Corrunicationpractice1. StudentA ...)Page
My name'sEltaGrady. ('ttt .,..in customer 78. StudentB ...) Page 88.
service.lt a verybig department -
only six people. p r.m to a partneraboutyouriob (ora iob
I'mnot in chargeof the department. David you would tike to do). Talk about your
Kemp the manager. my responsibilitiesand give examptesof things
boss. you do at work.
I workwith flvecotleagues. in the
Europeansectionof the department. USEFULLANGUAGE
Alicia,Todd,Mike,Ericand Hans
all in myteam. my assistants.
........, I'mthe internationalsales manager.
5 SueArpel on the course.There I'mresponsiblefor exports.
any directors on the course. I reportto the managingdirector.

p.
She'smy boss.
4 Listen to lvan Magnussontetling the I managea team of ten engineers.
group about his 'secretiob'. Then complete The factorymanagerdeals with
the sentences. productionproblems.
1 lvanworksfor ..... I'min chargeof this proiect.
2 He writesreportsabout I'min after-sales
service.I look
3 The companydoesn'tpay him,but aftercustomers.

4 lvanis the rightpersonfor the iob because


!. Look at the title of the
web page. What is the
page about?
Read about the IMPA
trade fair and answer the
questions in the FAQs
(FrequentlyAsked
Questions)window.
oÉo
1 Whatdo thelettersIMPA standfor?
2 Whereis thefair?
? Whendoestheshowstart?
4 Howmanycompanies areat thefair?
! ls thefairopento thepublic?
o Are thererollercoasters
at theshow?
7 Doesthefairhavean outdoor area?
be
ls thetradefairin Montreal?
|
WhereaÍeyouroffices? l
other verbs I
Whendoesthe fairstart? i
Do they makecomputers?
c Grammarpractice...) Page 95, Exercise3.
d 5 Listen and repeatthe questions
in the grammarbox.
Work with a partner.Take it in turns to
ask and answer questions.
A Wheredo you work?
B I workin Berlin.
What/ do? Where/ work? Whatcompany/
workfor? What/ yourcompanydo?
OAO
Your online guide to International Trade Fairs
What? When? Where?
lnternational
Associationof Amusement
Parks
andAttractions(IAAPA)
GonÍerenceandTradeShow
Trade fairs aren't usuallyfun. But that's not true at the IAAPA, a conference
and trade show for the amusementpark business. This year, there are
about 1,300 companies at the IAAPA. The show, from November
15th-20th,is at the Georgia World Congress Center,Atlanta. lt's only open
to professionals.There are thousandsof productson exhibition,some of
them enormous- includingrollercoasters.The site is huge:60,000 square
metres,with indoorand outdoorareas.
ParkBusiness- FactsandFigures
TheAmusement
Amusement parks aren'tjust big places. They're also big business. ln the
United States, amusementparks have over 300 millionvisitorsa year, and
customersspend over $10 billiona year.And it's a global industry- nearly
every countryhas amusementparks of some kind.
Q ^ One of the companiesat the IMPA is Vekoma.
Read the text below, then answer questions 1-3.
For a lot of firms,globalbusinessis a
rollercoaster.But for Vekoma, rollercoasters
are a globalbusiness.The Dutchcompanyis
one of the world'stop rollercoasterbuilders.lt
exportsto customersworldwide.
r Whatdoes the firstsentenceof the text mean?
z Whatdoes Vekomamake?
3 ls it an international
company?
-.
I
Intr odu cti on1s

Er Engineersdesign the rollercoasterto meet

the customer'sneeds.

l2 The factoriesproduce the parts.Vekoma

manufacturesparts at two plants, in the
Netherlandsand the Czech Reoublic.

!3 The company deliversthe parts to the

customer'ssite.

l4 Vekoma'sengineersand techniciansinstall
the rollercoaster.

L__l ) Vekoma offers after-salesservice. lt advises

customersabout maintenanceand safetv
and suppliesspare parts.

Read about the service that Vekoma offers. 6 Listenagain.What does the
Match the photos to the sentencesfrom the salesmansay about:
text. 1 customers aroundthe world?
Match the definltions7-T to the verbs a-g. 2 installation
and after-sales
servicein
Germany?
t offergoods/services-\ a design
2 settabroad \- 5 suppty
Communication practice2. StudentA ...>
3 create/draw c deliver Page 78. StudentB .'.) Page89.
4 make d manufacture
5 hetp/give
information e instatl Ask a partneraboutthe productsand
6 buitd/put
in f export servicesof a companyhe/sheknows wel[.
7 transport/send g advise
USEFULLANGUAGE
d Vocabularypractice...>Page 95, Exercise4.

E.
We design,manufacture,
deliverand install
6 A salesmanfrom a companycalted the oroducts.
Fun Farmis talkingto a potentialcustomerat Do you supplyparts?
a trade fair. Listenand answerthe questions.
We advisecustomers aboutmaintenance.
1 Whatdoes Fun Farmmanufacture? Wheredo you exportyour products?
2 What'sthe woman'sjob? We have customersin 30 countries.
3 Wheredoes FunFarmmakeits products?
 Understandinga menu Orderinga meal

! . Workwith a partner.Tatkabouteatingout.
What'syour favouriterestaurant?
Why do you tike it?

b Look at the top of the menu. Talk about the restaurant.

Do you think it's an expensiverestaurant?
Why/lilhynot?
Whatsort of customers do you go
think to this restaurant?

Simple dishes /
:l apple pie with fresh cream or ice cream
Goocl food / I
Choosing
Great value / b roast chicken.beef or lamb.orilled steak I
your meel is
as easy as... Great service /

SÍartsimply with one of our light

and tastystarters... d frieclhacldockor cod, grilled salmon
I
Meat or fish + 2 side dishes. You choose.
Main courses
3 choices.300 combinations...
Summer is here with our cool desserts...

c Look at the extractsfrom the menu on the right. Match the

dishes (a-h) to the parts of a meal (1-5).
1 starters: !-.
2 meatfor the maincourse:
3 fish for the maincourse:
4 s i d ed i s h e s :
5 desserts:...,

d Vocabularypractice...r Page 95, Exercise5.

e pRoNUNcrArrotWhere'sthe stress? Fill in the chart.

broccoli carrot chicken dessert haddock potato 7 Checkyour answers.

salad salmon vegetable strawberry tomato Listen and repeat.

Work wlth a partner.Take it in turns to

point at a pictureof food and ask what it is.
A What'sthis?/ Whatare these?
B lt'sfihey're... .

Talk to your partner about what you woutd

like for lunch. Choose a starter,main course
and dessertfrom the menu.
Forthe starter.I'd like ....
- I
!ntr odu cti on1s

b Fitl in the gaps in the extractsfrom the conversation.

anyoneelse anythingelse finethanks a table

no thanks the bill the same a starter

Waiter Everything OK?

David ves, /itt+: t{t,ttk . Excellent.
Waiter Can I get you ,.,,,,,,.,,,.,.. to drink?Or to eat?
David Nothingfor me. I'mfine,thanks.lvan?
lvan . I'mfutt,thankyou.
David I thinkit'stimeto get back,actuatly.
Couldwe have ,......., please?
3 lvan Hello.We havea reservation. The name's
Magnusson. for three.
4 David Justa coffeefor me, please.Woutd
like coffee?
fruit salacl 5 Etta To start,the tomatosoup,please.
David Yes, for me, please.
chips, mashed potato, rice, mixed vegetables, The tomatosoup.
ó lvan I don'twant .,............ , iust a main
leeks in cheese sauce
course.Can I havesteak,chipsand peas,please?

c I Listenagain and check your answers.

strawberriesanclcream
d Vocabularypractice...) Page 96, Exercise6.
I

practice3 ...) Page 78. Work with a partner.

Communication

USEFULLANGUAGE

I havea reservation.
A table for three.
Forthe starter/ main coursecould I have ...,please?
The same for me, please.
Wouldyou like a dessert?
Wouldyou like anythingelse?
I'mfinethanks.
CoutdI havethe bill,please?

f,^ peopte8 on lvan Magnussonand some

his courseare having
lunch at Simply Delicious.Llstento
four conversationsand matchthem
to a-d. Write 1-4 in the boxes.
a ! Arrivingat the restaurant
b f] Orderingthe firsttwo courses
c ! orderingthe tastcourse
d ! Askingto pay for the meal
r1
ttt
 Teamwork

Read the comments.Which do you agreeand b Makesentencesfromthe conversation.

disagreewith? Say why. Usethe presentcontinuous.
1 'lt'simportant to planwork in detail.' 1 where/ work?
2 'Youcan'tmanagea profectwithouta schedule.'
L!/het+:
ut g+tu!!!.oJ:ki!,!1.?
3 'To be realistic,
add 30%to the budgetof most z I I staV/ in one of the rooms.
projects.'
4 'Progressreportsdon'thelp much.They'realways
3 youlnotlpay.
out of date.'

4 this projectI costI a fortune!

| / manage/ the project.

At the moment,we / work/ on the bathrooms

Look at the transcripton page 115 and check

your answers.

Wherearcyouworkingat the moment?

I'mworkingin ltaly.
ls Kathyworkingwithyou?
She isnt wo*ing on this project.
or
She'snotworkingon this project.
p. 9 fohn Perry a Britlsh architect,is
working on a projectabroad.VanessaWood, from
EuropeonLife magazine,is interviewinghim by
phone.Listenand answerthe questions. Grammarpractice...l Page 9ó, Exercise1.
r Whichcountryis Johnworkingin? 10 PRo]|UÍ{clATlor Listenand repeat.
In .,,...,,.......,,.....
. How does the pronunciationof ore change when
2 What'sthe project? we say it in sentences?
A. . 1 Whereare you working?
3 What'sthe budgetfor the project? 2 Are you managing
the project?
€... 3 Whatare theydoing?
4 How muchof the workis Johnpayingfor?
Work with a partner.Use these verbs to describe
. . .%o, what the people at the top of page 13 are doing.
5 How long is the schedule?
months. build design paint decorate install

1 They'redecoratinga room.
L2
l
 Teamwork2

f
I
\

!. Look at the schedulefor work

on the hotel.When does each
Schedule
Buildingwork
March April May June - open 15th

part of the proiectstart and Decorating

finish?
Website
lfs May lst. fohn is writingto Brochure
his partnersto give an update
on the proiect.Filt in the gaps o3a
in the emails.
Richardand Kathy,

on budget Exactly six weeks to go beforewe open! Here's a short progress report.
on schedule
As you know,the buildingwork is now complete- so that'st t'.15L'lrqa{ltfq
behindschedule
However,we're havingtroublewiththe interiordesignerand the decoratingis
underbudget
startinglate- 7th May.That means we're a week 2.......,.. . I still
aheadofschedule 15th though
thinkwe can completethe work before June
overbudget
How are thingswithyou?
Underlinephrases in the John
emails that mean:
1 we'rehavingproblems
z finish(thework)
oao
3 we'rebehindschedule Hi John,

Vocabularypractice...1 Thanks for the update.Good news here - the website is now ready two weeks
Page 96, Exercise2. People can now book rooms online.

We're runninglatewiththe brochurethough.And the paperthatwe want is

Communication practice4.
StudentA ...>Page 78.
StudentB ...) Page 89.
Talk to a partner about a
projector iob you're working
on at the moment.How's it
going?
quiteexpensive- which means we're a littlea .,........,........ . However,
becauseof the lowercost of the website(itwas f 1,200s )
the whole projectis still 6
Speak soon,
Richard
USEFUL LANGUAGE
We can completethe job on scheduleand on budget.
We'reaheadof scheduleand underbudget.
We'rehavingtrouble/problems with one of the installations.
We?ebehindschedule. We're runningtwo weekslate.
Costsare higherthan planned.We're$z5,oooover budget.
TRII{
í

!. Work with a partner.Match the descriptionsof

people (1-10)to the skitts and characteristics
(a-D.
tfl She workswell with otherpeople.
z! He certainlyknowsthe business,
after
30 years. b PAF,an advertisingagency,is lookingfor young
3! She alwaysdoes a lot of work. employeesfor its creativedepartment.Work with a
r! He has some reallygood ideas. partner.Which skills and characteristics
from a-j do
s! Thingsare changingfast,but she's you think the people need?

,D
c o p i n gw e l t . Theyneedto be ....
6! She'san excellent manager. 1*.' íÉ.]fa

7! He alwayscompletesworkon time.
s! He'sverygood at making

lffi
nrpqpnt2tinn<

lr rÍ
r! There'sa lot of stress,but she can deal
with it. N
.\ {
1 0 tr He'sgood at tookingat problemsin \, ' (
--,
detait. \
-{, ,
\
a creative =-' l -
b hard-working
11 fudith Lehman,the managingdirectorof
c experienced PAF,and RowanEvans,the human resourcesmanager,
d a strongleader are talkingaboutthe type of peoplethey'retooking
e reliable for. Listenand make notes.
Í a goodteamplayer
The new people need to be:
g adaptable
,,,t'llttYt',
h can copewith pressure
a confidentcommunicator
analytical

L4
 Teamwork2

Look at the transcriptfor 1c on page 115 and check

your answers.

72 pRoNuNcrArrot't Listenand repeat. Hel good at solvingproblems.

Underlinethe stress in these words. I'm not very good at making
presentations.
r reliable
They like/enjoyworking here.
2 confident (gerundafter verbs of like/dislike)
3 exoerienced Managinga big departmentisn'teasy.
4 analytical
5 adaotable
6 creative
Grammarpractice...1Page 96,
Vocabularypractice...>Page 96, Exercise3. Exercise4.

Q^ 13 PAF also needs to find a new creative

departmentmanager.fudith Lehmanand Rowan
What skitls and characteristics
peopteneed for these iobs?
do

Evansare talking about MarcoStone,a possible Give your opinion.

candidate.Listenand answerthe questions.
t Wheredoes Marcowork?
2 Whatare his mainstrengths?
3 What'sthe problemwith makinghim
the manager?
4 Do you thinkJudithand Rowanagree
aboutMarco?
Theyneedto be / be good at ....
Theyneedto tike/enioy....
. engineers . salespeople
o fashiondesigners o politicians
o chiefexecutives
Communication practice5 ...>
Page 79. Work with a partner.

Fitl in the gaps in these sentencesfrom the Tatkaboutthe skills and

conversation. you need in your job
characteristics
or a iob you would like to have.
make making manage managing
sell selling work working

1 We want someoneto ,t1.r.q.r.1.11!ty

the department. USEFULLANGUAGE
the new
2 We needa managerto .........,....,,...... He'svery experienced - 72 years
strategywork. in marketing.
3 But Marcothe department manager's
Everyone likesworkingwith him.
also a risk. He'sa good team player.
4 OK, he enjoys for the company... We needa strongleaderto manage
5 ...but that doesn'tmeanhe'sgood at the team.
a leam. He oftenworks until [ate.He'sverv
The managerhas to the new strategy hard-working.
to the team. She isn'tnorma[[ylate.She'susually
We knowMarco'sa good salesman. He likes very reliable.
ideas.
,........,,...,,...,,. To makegood presentations you
Theywork with him at the moment.What needto be a confident
happensif they haveto for him? communicator.
73 Listenagain and check your answers. We'relookingfor creativepeople
for the designdepartment.
He'snot good at solvingproblems
becausehe isn'tvery analytical.

1.5
TIME
OUT

Sportand leisure Likesand distikes

".i'-

) I

Keywords Webpages
(Googlesearch) (millions)

175.0

101.0
rJ7.3
79.9
61.9
32.3
29.7
29.0
28.5
27.()
26.1
25.6
ffi a in yourcountry?
Whatarethe mostpopularsportsand leisureactivities hiki 22.7
chess 17.1
What do you think the most popularsports and leisureactivitiesin the
16.8
world are?
horserirlin 7.9
The tist on the right shows how many web pages you find when you l
Ó.l

searchfor sports and leisureactivitieswith Google.Which activities jr,rctr ;

can you see in the photosabove?What do you thinkis numberone
on the list?
ice skat i!
3.5
J.L

aerobics ,j
elephantpolo 0.3
(r

,6|
 Teamwork2

Work with a partner.Can you completethe Look at these sentencesfrom the conversation.
list with the six activitiesln the box? Match the pairs with a similar meaning.
Write a-d in the boxes.
bowling fishing iogging knitting r ! | can'tstandit.
golf underwaterhockey
z. n | ---'+ ^t^,. +L^
l , ) | L o r L p r o y , , , ' o t ' Sm y p r o b l e m .

e 74 Listenand check your answers. 3 ! I'mnot interested in it ...

4 L l I ' d l o v et o h a v ea o a t r i d i n g . . .
g
Í 74 pRoNuNclAnonWhichwordsin the
list are the same or similar in your language? a I'mhooelessat it!
ls their pronunciation differentin English? b I bet it'sgood fun.
Listenagain and check. c I hateit.
Are any of the resultson the list surprising? d lt'snot my cup of tea.
Do you think this is a reliableway to see
e Vocabularypractice...>Page 96, Exercise5.
which activitiesare the most popular?
Í ts PRoNuNc|ATtot't Listenand repeat
the sentences.Underlinethe word that's
stressed.
r lt's greatfun!
z I'dloveto havea eo!
3 | h a t ei t !
4 | can'tstandit!
5 I'mhopelessat it!

Communication practiceó ...>Page80. Work

!. t5 Listen to two colleagues
discussingtheir interests.Doesthe man
with a partner.

like or dislike 1-3? Tick (/) the boxes. Work with a partner.How many sports and
Man activitiescan you rememberfrom the Google
r FootbalI n n searchon page 16? Close your book and
make a [ist.Then compareyour list with the
LJ LJ

2 Golf ft n
L--J L]
rest of the group.
3 H o r s er i d i n g ft
L] tl

15 Listenagain.This time,tick (/) USEFUL LANGUAGE

the boxes for the woman.
I enioyptayinggotf.
woman e 6 I can'tstand football!
r Football tr ! I like watchingice skating.
zGotf tr ! I'mhooelessat tennis!
3 Horseriding D ! I'd love to havea go at surfing.
15 Listenagain and answerthe I'm(not)interested in that.
questions. I reallyenioy it. lt's greatfun!
1 Why doesn'tthe man watchfootbatton TV?
2 Why does he talk aboutpolo?
3 What'she interestedin, apartfromgolB

77
 Choices

Il
- a Talk to a partnerabout online shopping.
Do you sometimesbuythingsfromInternet
stores?
lf so,whatandwhy?
Whatproducts do peoplealmostneverbuyonline?
Why not?
Whatarethe advantagesand disadvantagesof
shoppingon the Internet?

b Read the article.Then choosethe best titte

from a-c.

a.
.comparison:why customers prefer
Internetstoresto'traditional'shops
.competition:why Internetstores
can't competewith'traditional' shops
.combination:why customerswant
Internetstoresand'traditional'shops
c Fitl in 1-8 with words from the text.
r the cost of transport= , { r / i ; r ' r t , / t , t , i t i . ,
2 not an extracost : in theprice
: like shopping.But for online stores.these problems
3 s p e n dl e s s money
=
4 how good a productis t n e
product
5 to order: to . . . a, n o r o e r
6 moneyoff the fultprice: a .,., ,,. ..,
7 products
Read the articteagain.Are these sentencestrue
CI) or false (F)?
1 Goodsfromshopsoftencost more
thangoodsfromontinestores.
2 At onlinestores,customers can try
on and feeIthe quatityof ctothes.
3 Peopleoftenptaceordersat online
storesafterlookingat productsin shops. !
T
t's hard to talk about Internet shopping without
I saying Amazon'. The company isn't just one of the
I first online stores.It's also a good example of the
advantagesof shoppingonline: finding and buying books I
on a website is faster and easier than walking around a
shop. And becausewarehousesare less expensivethan
shops,the companycan offer towerpriceseven when
I
delivery chargesare included. Customerssave money.
And time. It doesn't get much better than that.
Clearly.a lot of products are not as easy as books to
sell online. Peoplelike to try on and feel the quality
of clotheswhen they choosethem, for example.They
also like to look carefully at more expensiveproducts.
This meansgoing to a shop. And. of course,peopte
are not as big as they seem. Today,people often look
^c -
ut d
at productsin shops,then place an orderat an online
store-atadiscount.
If'traditional' shops help Internet stores,the Internet
also helps traditionalshoppers.The web is a good
place to find technical information about a product,
get a price and compareoffers.But a lot of peopte
prefer not to buy more expensivegoods online - they
do their researchon the Internet,then go to a shop.
a
n 4 C o m p a r e dw i t h o n l i n es t o r e s ,a l o t o f
s h o p s o f f e rb i g g e rd i s c o u n t s .
5 A tot of people use the Internet
t o c o m p a r ep r o d u c t sa n d q u o t e s .

Vocabulary practice...) Page 97, Exercise 1.

r8
 Choices l

! a Findcomparative
formsin the textto complete1-5. 77 Marllyn Casey and Lionel
ouickerthan = ''', Wilmington,two managersfrom
7 "" than
Í,t.'(t,-
2 cheaperthan : Vacscape.com,are discussing the
than
quotesand lookingat samples
3 a lot better , better
of the products.Listen and answer
4 moredifficultthan : not the questions.
t ls theremuchdifference between
5 smallerthan = not
the qualityof the products?
2 What'sthe main differencebetween
the products?
Comparatives
3 Whatdoes Marilynthinkof the
Short adjectives Aerosaurus?
It'softenfasterand cheaperto buy online. 4 Whatdoes Lionelthinkof the
Aerosaurus?
Long adjectives
18 PRor{ul{oArlorListenand
(+)BMWsare a lot moÍeexpensivethan Skodas.
repeat.How do these words change
(-) Skodas are a lot less expensivethan BMWs.
in sentences?
lrregular adjectives 1 than lt's cheaoerthan the other.
The situationís worse/betternow. 2 as lt's not as cheaoas the other.
as ... as
Communication practice7 ...>
This one isn'tas popularas the otherone.
Page 80. Work with a partneÍ.

Work with a partner.Comparethe

price and quality of pairs of competing
b Grammarpractice...t Page 97, Exercise2.
productsand stores you both know.
o m o b i l ep h o n e s
! a Vacscape.com is an onlinestorewhichsells vacuum
cleaners.Thecompanyhastwoquotesfromsupplierc. . Supermarkets
Workwitha partner.Comparcthevacuumcleaners, o clothesshops
usingtheseadiectives. ...is muchcheaper, but the qualityisn't
. cheap . expensiveo old-fashioned o modern as gooo ....
...sellsbetterqualityproductsthan....
TheGravitas is cheaper thantheAerosaurus.

USEFULLANGUAGE
Supp[ier Gitd This productis betterqualitythan
Product Gravitas i that one.
Priceperunit s240
The otherquote is muchcheaper.
50units $12,000
- 5%discount $6oo ls therean extrachargeor is the cost
+Costof delivery $2,s00 of deliveryincluded?
Totalcost $13,900 lf you placean ordernow we can
Delivery
time 15 workingdays offeryou a five percentdiscount.

Supptier Suntra
Product Aerosaurus
Priceperunit $3oo
50units $15,000

J
- 120lo
discount $1,800
+Costof delivery $1,500
TotaIcost s74,700
Detivery
time 10 workingdays
19
!. What do you think of your company's
offices?What do you like aboutthem?
Which of the three offices would you most/leastlike to
work in? Say why.
What dont you like?
Whafs your opinlon?Match the descdptions1-10 to the
Work with a partner.Discuss the offices in the photos.Write a, b or c in the boxes.
opinions.Do you agreeor disagree 1 ! the otdest
with them?
ó ! themostoriginal
2 ! the nicest 7 theleastexpensive
1 'Officesare iust placesto work.They a
3 E the mostmodern 8 theworst
only needto be basic.' !
'Good 4 ! the mosthorribte 9 theleastadvanced
2 officesand good facilitiesattract !
good people.' 5 ! the most unusual 10 thebest
!

@^ Look at the photos of three offices.

Can you matchthem to the companies
(1-3)? Write a-c in the boxes.
1 D Pixar,the movieanimation
companybasedin California.
! Mclaren,the GrandPrix motor
racingteam,basedin the UK.
! Wernham Hogg,the companyin
the BBC TV comedy,The Office.

Ja.
-{a

Lr

201
 Choices l

Fittin the gaps in these sentencesfrom

Superlatives the conversation.
(+)smatl This is the smallestoffice.
computsory difficult essential
(+)expensive This is the most expensive. necessary possible important
(-) expensive That'sthe least expensive.
(+)good/bad I think this is the best and ...how muchspacedo you need?
that'sthe worst. And that'sone of the most
"
,/iÍÍ.,;,,ltquestions.
f7

S o y o u w a n t b i g w i n d o w s ,i f

d Grammarpractice...>Page 97, Exercise3. 3 ...the most q u e s t i o ni s

money.You know,cost is alwaysthe
e Work with a partner.Ask and answerthe questions. biggestproblem.
Use the superlativesof the words in brackets. 4 ...watlscost money.lf they'renot an
A Whatdo you thinkis the bestiob in the world? requirement, thenwhy
havethem?
B I t h i n k. . ..
r Whatdo you thinkis (+good)job in the world? 5 Withanythingthat costsmoney,
clientsalwaysask, is it reatty
z Whatdo you thinkis (+bad)iob in the world? ?
3 Whichcompaniesuse (+advanced)technology? 6 Officesare expensive,even if you
4 What's(+expensive)restaurantin your town/city? only havewhat'sin the regulations -

il
5 What'sthe (+unusual)officebuitdingyou know? what's

p. Work with a partner.Make a list of the equipment

e 20 Listenand checkyour answers.

and rooms/areaspeople need in offices. Í Vocabularypractice...1Page 97,

Exercise4.

plrtttttt'olticr tt t t'L't it tr1 t'tttrt t t Communication practiceI ...) Page80.

Work with a partner.

I
You'redesigninga new workplacefor
your partner.Discussany problems
with his/herpresentoffice and ask
what your partnerneeds for the new
office. Change roles.
I
USEFULLANGUAGE

The biggest/worst problemis space.

The locationis the most difflcutt
q uestion.
t9 Listen to Steve Simpson, an architect,
We needa big meetingroom- that's

t
tatkingaboutthe requirements for designing
á essential.
offices.Tick (/) the things on your list in 3a that
I don'tthinkfax machinesare
he talks about.Make a note of any otherthings
necessaryany more.
he says.
I'd like an extratable in my office,

H
19 Listenagain.Are these sentences if possibte.
É
true (1")
or false (F)? You need fire doors at the top of
1 A coffeemachineis an optionalextra. tr the stairs.They'recompulsory.
to havelots of tight.
2 lt'simportant ! The mostimportant questionis cost.
{ 3 Openptanofficesare moreexpensive. tr
 Locationandgeography Travelrecommendations
tl Wt"r" wouldyou tiketo havea holidayhome?
ln your country?Whataboutabroad?
Lots of people own, or would like to own, a holiday
home in the sun. But imagine buyrng a whole island.
It sounds like a dream, but for some people, private
islands are a reality. There are hundreds ofprivate
islands around the world.Vladi Private Islands. an
island real-estate agency,has nearly 100 properties
for sale. And you don't have to be a millionaire to buy
one - although it helps.
Some of the most beautiful properties are in
the tropical regions of the Atlantic - in the Caribbean
and the Bahamas. In the southern hemisphere, there
are a few private r.!.,;Ll.ttL,t...
in French Polynesia, in
the Pacific. There are also some places in the Indian
2..--...-..-......-,
mostly in the Seychelles,600km offthe
eastern of Africa. (Although, further east,
221
y'^ Read the first paragraphof the article. What
sort of companyis Vtadi Private lslands?
Read the rest of the article and fitl in the gaps.
tropical lake islands coast
climates forests beaches ocean
there are thousands of islands around Indonesia,
Malaysia, Thailand and the Philippines, there are
almost no private islands in Asia.)
Tlpical prices for 4..,-....-....--...--..
islands are between
one and five million dollars. But if you don't have a
multi-million-dollar budget, you can buy an island for
as little as $100,000.However:,instead of warm, white
sand, you get cold, white snow, and an island on an
i"y 5..--....-- in western Canada. Of course.
mountains and pine can be as beautifirl as
and palm trees. In fact, some of the most
expensive islands in the world are in colder
- mostly in North America and Europe -
not too far from the northern business capitals of
NewYork and London. where their owners work.
 Choices J

Wherewould you like to have a prlvate Match the questionsand answersfrom the
island? Discusswith a partner. conversation.
Writea-e in the boxes.

Work with a partner.Describeplaces in your

r ! What'sthe besttimeof yearto visit?
countryor abroad,and say wherethey are. z ! And what'sthe weather[ike?
Your partnertries to guess the name of the 3 ! So, whatare the best placesto see?
place.Take it in turns. 4 ! Do you needa car to travelround?
Theseare mountains in northern/southern
... 5 E S o , c a ny o u r e c o m m e nsdo m e
not too far from.... campsites?
It'sa country/region in western/eastern
... a Prettyhot, usually.
withbeautifu[ ....
b Yeah,I can giveyou somegood addresses.
27 pRoNuNcrArron Listenand repeat c Earlysummer'snice.
the namesof placesfrom the article.Do any d Y e a hO . r y o u c a n r e n ta c a m p e vr a n .
of the places have similar namesin your e The nicestpartof the country's the South
language?lf so, is their pron.unciation l s l a n d. . .
differentin English?
theAtlantic the Pacific Africa Europe 22 Listenagain and check your
NorthAmerica Asia Indonesia Malaysia answers.
t h e P h i l i p p i n e st h e B a h a m a s
23 pRoNuNcrArronListenand repeat.
How do these words changein the
sentences?
1 to Whereare the best placesto go?
z oÍ What'sthe besttimeof vearto visit?
3 can Can you recommend some campsites?

e Vocabularypractice...>Page 97, Exercise5.

Communication practice9 ...)Page80.

Work with a partner.

Work with a partner.Talk about a tourist

destination,in your countryor abroad,that
you would tike to visit and say why.

USEFULLANGUAGE

What'sit like there?

It'sbeautiful.The beachesare realtynice.
!. 22 AlistairAlby, from New Zealand,
ls on a businesstrip in Hawaii.He's having
It'sin the Pacific.lt'son southerncoastof ....
|t'sínthe mountains. but it's not too far
[unchwith CarolineCarmen,a colteague. fromthe sea.
Listenand answerthe questions.
What'sthe weatherlike in summer?
1 WhatdoesAlistair[ikeaboutHawaii? What'sthe best time of year to visit?
z Whattime of Vearis it in NewZealand? Canyou recommend any good places
3 Why doesAtistairtatkaboutChristmas to stav?
dinner?
4 What'sthe nameof the mountains he talks
about?
5 Whatdoes he say abouttraveltingon the
S o u t hl s l a n d ?

23
 E rperience

!. Discuss this sentence.Do you agree?

'Thesimplestinventions arethe best.'
Completethesesentencesfromthe
discussion.

Work with a partner.Why was the bicycle a complicated dangerous low much
successful invention?Describeits advantages. often successful
Bikes are ....
I I want to talk aboutthe bicvcle-
24 Listen to Rob Martel, a marketing
consultant giving a trainingcourseabout 2 They don'tcost
designing hi-techproducts.Why does Rob use 3 A They'renot ..-...--...,........,-
.
the bicycle as an examplein his tatk? B They'reeasy to use,yeah.
4 Runningcostsare
5 Theydon't breakdown.
6 They'renot too

U Listenagainand checkyour
answers.
25 Listento Robsummingup why the
bicycleis so popular.Whichadiectivesdoes
he use?
! " " "ilttttp
""""r"' 4 .......
2 5.
3 6

S Vocabularypractice...r Page 97, Exercise 1.

24
1
 Experience11

!. Look at the photo of the SinclairC5.

What do you think it is?
he Sinclair C5 k i l o n r t ' t r c sn. i t h o n l r ' o n c
Read the text. Was the C5 a success? n irsli srrlrllclcctlir l)('r'sonin tht' rthicle. ln
r t h i c l t ' r v i t h u t o y rs p c t ' c ol l ' o t l r t ' r ' n o l c l s (. a r s l l r ( 't o o l r i g
'flrc
Fitl in the gaps with wos, were, wosn't 2J kplr. l n t t t ' r v r v l r sl r i g l i r l t l r t ' i ru u r i r rr r s t ' . ' l ' l i r(' 1 . ; ' s
or weren't. t ' n o r r q l lri r r t l i p s o l ' l 0 2 0 s t n l L l sl i z t 'i t n r l l o u t o s t
krtt.ancl (ltt'rt'rvt'rt'pt'rllLls. \\'('r'('n t tht' orrlr ach antlrgcs:
1 T h eS i n c t a iCr 5 s m a l l etrh a n
j r r s ti t t t a s t ' ( l t t ' r tn' u s l t ' t r ri t h c l t ' c t l i t l ) ( ) \ \ ( ' r .
a car.
t ' t t o r r g ll rx ) \ \ ( ' rl '( ) g ( ' t p o l l t r t i o n\ \ i l f ir ( ' r ' ( )S. o u l r r '
2 TheC5 very fast. r r r r rI t o r t t t ' . ' l ' l t t ' u i r s t h t ' C l 5 s r r th a l L r p . '\ \ ' r r s
3 There no seatsfor passengers i r l t ' al i r l t h t ' ( l . -ur a s i t ( o o l L c h l r nt ' r l l i r l t l r c
i n t h eC 5 . l ; i r s t ' tol n a s i r r r p l t ' ( () n s u l n ( ' r 'osl I ! ) U J . '
4 The batteries in C5s verybig. l i r tt : r r r r r sctl r l t l i p s
an' jrrsta l't'u

Was the productsuccessful?

No, it wasnt. lt was a flop.
I
Werethe productssuccessful?
No, they werent. Sales were very low.

Grammarpractice...>Page 98, Exercise2.

-- L ^-+-A-.a>^ rt><.ri--*-+-. rE,

Work with a partner.Take it in turns to ask

and answerquestionsaboutthe SinctairC5. s Grammarpractice...) Page98, Exercise3.

A Whatwas the C5? h Work with a partner.Why do you think the

B lt was an etectric
vehicle. SinclairC5 was a flop?
What...C5? How big ...? How fast...? 26 Listento Rob Martel discussing
...batterybig? ...advantages?...successfut? why the SinctairC5 was a flop. Make a list of
Underlinethe correctwords. the reasonshe gives.

r The SinclairC5 wasfwasn'f big enoughfor

Communicationpractice10.StudentA ...>
oneperson.
Page81. StudentB ...)Page89.
The C5 was too biglsmalltocarry
passengers.
The batterywosfwasn'tpowerfulenough USEFULLANGUAGE
f o r [ o n gt r i p s .
It'snot complicated.
lt'sverysimple
ln the end,the marketfor the C5 was too to use.
smallllarge.
The otd productsweren'treliable
Therewas Ioo nuchllittiedemandfor enough.
t h eC 5 .
Theyweretoo dangerous.Theyweren't
safe to use.
Was the productsuccessful?
The batterywas too small. It was quitepopular.
The batterywasnt big enough. It doesn'tuse muchelectricity.
lt'svery
efficient
and economical.

25
 Talk about proiectsyou worked on or jobs you
did in the past.Which was:
o the most interesting/boring?
o the most difficult?

!. Read the article about the BBC TV documentary

Walking with Dinosours. What were the three
main problemson the proiect?
Problem1: ......................
ln television, they say never work with animals.
Problem2; ....................., But what about filming dinosaurs?This was the
Problem3: ...................... challengeTim Haines and his colleagues had
when they made the BBC documentary series,
Work with a partner.Match the solutions a-c
WalkÍng with Dinosours.
to the problemsin 2a.
The team neededto solvesome big problemsbeforethey
Problem1 - Solution could startwork.The firstwas cost.lurassicPark,the
Problem2 - Solution movie that gaveTim Haines his idea,cost over $60 million
Problem3 - Solution to nrake.The producersof the moüe used very powerful,
expensivecomputersto createthe dinosaurs. The BBC
also neededto use computersfor most of the pictures,but
- couldn'tspendas much as a big Hollywood film company.
was to travel a
The onlYsolution The budgetÍorWnlkingutithDittosaursWaS€ 6 million, a
went to
i"n* *uV'fnc tcam fractionof the cost oÍlurassicPark.
New Zcaland'
ö;i?ro,íi", Chilc'arrd
and took a lol ot
il"u'
ii*" the two-Yearschedulc'
"*P"nsive'
Completethe sentences.Use the past simple form of
""t "rthe'onlYwaY'
but it was the verbs. Use the articteto help you.
1 Tim Hainesand his team....tt.r.t,rt./t
Wotkinqwith
Dinosaurs.(make)
The solution was to use moving
2 The BBC a largebudgetfor the series.
(not have)
models called,animatronics,.
With this technique,the camera The series f6 millionand ,, ,,,,,,,,,
could film a dinosaur,s mouth. for two years to make. (cost,take)
e x a m p l e ,a s i t a t e o r d r a n k . Tim Haines the dinosaursto look as
reaIas possible.(want)
The team use computers
to createa[[
the pictures.(can't)
Researchers locationsin California,
Chile
Becausethe serieswas forTV, and
and New Zealand.(find)
not for thebig cinemascreen,the
producersfound theYcould use Theteam all overthe worldto film.
(go)
lower qualityPicturesthan in
lurassicPark.Soit was possibleto Theyfilmedmodeldinosaursas they
use normal IT equiPment,which . (eat,drink)
and ,,,..,,,,,,..,,,,
madeit lessexPensive' They computers for close-uppictures.
(not use)
10 Peopleatl overthe world the series.
(watch)

z6
l
 Experience/1

Vocabularypractice...>Page 98, Exercise5 .

27 Listenagain and comptetethe

questionsfrom the conversation.
1 lake Welt,the troubtewas,it was too hot
for the camera.
Client Oh, right. ?
Jake We put the camera in a box to
protectit.
2 lake And we filmedwiththe camerain
t h eb o x .
Client And2 ?
J a k e Yeah,it workedOK.
C t i e n t So how . ..,, the
box?What 7
Jake l u s t w o o d .N o t h i n g
c o m p l i c a t e d .
Thesecondproblcnr was thc clinosaur's'worlcl'
Itwasn'tpossiblc to use cot't't;'rutcrsto cru'att'iorests,
ctc. so the tcatrrrrc'ecicdto iilnt at
lakes,nrountair.rs, Past simple: questions
Thc tror-rblt'
rcallocatiorrs. was, plarrtsanrl rctcks
tti tht' clinosattrs,so it
werevcry diiiercnt at thc tir-r'rc Whendid you startthe proiect?
to iinci rcalisticlocations.
wasclifficLrlt Did íttake tong?
f()r
Itwasalstrinrpossibleto ttst't'tltt'tl'rttt('rs
dinosaurs that wc'rc ncar thc camcra.Thc,vjust
didn'tlook real.But Tim Haincs wanteclclosc-up
so the pe'oplcwho watchcd thc scrics
picture's,
Grammarpractice...>Page 98, Exercise6.
couldrcallv'walkwith clit.tosaurs'. Thc tcar.r-rlracl
tofinda solution to this problcm, stt tl.ratall thc' Work with a partner.Take it in turns to ask
pictureslooked as rcal as possiblc.
and answer questions about Walking with
Dinosours.
How much...cost? Why ...needcomputers?
...haveexpensivecomputers?
Whatcountries...visit? How [ong...take?
How...filmclose-uppictures?
Positive
Communicationpractice11. StudentA ...>
Westartedthe prolect
Page81. StudentB ...) Page 90.
Ittookelevenmonths.

Work with a partner.Take it in turns to

talk about a projectyou workedon.
What probtemsdid you have? How did
you solve them?

d Grammarpractice...) Page98, Exercise4. USEFULLANGUAGE

!. 27 f ake Stern makespromotionalvideos

for companies. He'stalkingto a customerabouta
video he madeat a chemicalsfactory.Listenand
answerthe questions.
r Whatwas the firstproblemiake had?
2 Whatwas the solution?
3 Whatwas the secondproblem?
4 Was it oossibleto solvethe problem?
I workedon a difficultproiectlast year.
We had problems/trouble with costs.
We neededto solvethe problemquickty.
It was the only solution.
We couldn'tdo it. lt was impossible.
It was possible,but it was very difficutt.
ll" Read the sentences.Which one best describes you? Relaxingweekend?
1 'l normallyrelaxat weekends.Aftera hardweek
at work,I needa break.'
2 'l usuallyspendthe weekenddoingjobs I don't
havetimeto do duringthe week!'
3 'l spenda lot of timewith my familyand visit
friends.'

Talk about these points. How do they change the

amount of free time people have? Discuss any
experiencesyou have, and give examples.
. age
o job
. whereyou live

!. With a partner,look at the list of answers to

the question,'What did you do at the weekend?'.
Match them to the pictures.Write a-j in the boxes.
1E I cleanedthe house.
2! lhadaliein.
3 E lwentshopping.
4! lwatchedTV.
5 ! | did some gardening.
6 ! | wentto the cinema.
7! lcookedabigmeat. \--
8 ! | did someworkon the house. \, lr \
9 ! | wentout for a mea[.
1o ! I had friends/family
round.
\\
Can you guess what your partnerdid at the
weekend? Tick (/) the actlvitiesin 2a that you
think he or she did. Then ask your partnerto
/
check your answers.
A Did you watchTV at the weekend?
B Yes./ No.
2E Listen to a conversationbetweentwo
Vocabularypractice...) Page 98, Exercise7. colleagues.Tick (/) the things that Dave did last
weekend.
1 He sat in the garden. V
2 He had some friendsround. !
3 He cookeda meal. !
4 He did somegardening. !
5 He workedon the house. !
6 He had a lie in. !
z8
I
 Experience/1

Look at the transcriptfor 2d on

page 117 and check your answers.

Work with a partner.Ask and

answerquestionsabout Dave's
weekend. Look at the transcript,
if necessary.
What...? Where...? When...?
Whattime...? Why ...?

29 PRoNUT{crATroilListen
and repeatthe questions.Copy
the intonation.
í
1 Did you havea good weekend?

z Whatfitmdid you see?

,
3 Didyouhavea lie in?
a
4 Wheredidyougo shopping?

Communication practice72 ...>

Page 82. Work with a partner.

Work in groups.Ask other students

what they did tast weekend.Talk
aboutwhat you did.

Completethe sentencesfrom the conversation.

Use the past slmple form.
L We outsideyesterday,
itt:....... at lunchtime. USEFUL LANGUAGE
(eat)
outsidein the garden.(si?
We ,..................... Did you havea good weekend?
I to buy some charcoal.(forget) Whatdid you do at the weekend?
So you ínthe sun '.' . (sleep) I had a relaxing/busyweekend.
...and yourwife all the cooking.(doJ We had some friendsroundfor dinner.
I cookeda big meal on Saturdaynight.
| . .... quitea busyweekend.(have)
lt was a biggerjob than | . (think) I had a lie in on Sundaymorning.
I up earlyon Saturdayand workedall I workedon the houseall weekend.
day.(get)
29
 Arrangements

!. Which of these things do you

often arrange?
b Filt in the gaps to completethe expressionsfrom the conversation.

. meetingsin yourcountry/abroad get back call € o ntact give look speak touch
. visitsto conferences phonesomeone=
1 +.q11.,,...
someone/ .. someonea call
o visitsto exhibitions =
2 talk to someone to someone
o video/telephone conferences :
3 phone againlater phone I backto someone
ln internationalbusiness,what are 4 phoneor emailsomeone: someone/ get in
the advantages/disadvantages withsomeone
of makingarrangements: s find/check :
some information into something
.,,,,,
o by telephone? Vocabularypractice...>Page 99, Exercise1.
c
o by email?
d 30 Listen again and change 1-6 to make sentences
from the conversation.
1 | can look on the Internet
afterlunch.
l'ltl+tttk .
u tlu' lutct:urt,ltt't:Lu+.h.................
2 Let me giveher a catlthis afternoon.
rtt
3 Why don'twe catchthe same flight?
Shalt ?
4 Do you Wantme to look into flightsto San Francísco?
Shatt
5 lf you want,I can contactthe San Franciscooffice.
Shatt ?
6 lf you like,we can speakat about4.30.
Shalt

Look at the transcriptfor 2a on page 118. Check your answers.

!. 30 Michael Morganand
Sytvie Dam, are arranginga trip to
wil[shalk offersand suggestions
a conferencein San Franclsco. Offers:I'11.... Shatl I ...?
Listen to their conversationand
We need moreinformation aboutthis.
answer the questions.
l'll look on the lnternet.
r Whatdo Sytvieand Michael
decideto do? We needto book our tickets.
z Whatdoes Michaelsav he'lldo Shall I book them?
today?
Suggestions;Shall we ...?
3 Whatdoes Sylviesay she'lldo
today? When can we talk?
4 Whendo theyarrangeto speak Shall we speak this afternoon?
again?

3o
 Ar r angem e n ts
5

f G r a m m a rp r a c t i c e' . . >P a g e 9 9 , E x e r c i s e2 .
USEFUL LANGUAGE
g Work with a partner. Student A reads sentences 1 and 3 and
offers a solution. Student B reads sentences 1 and 4 and We needmoreinformation about
offers a solution. Change roles. t h i s .S h a t tI l o o k i n t oi t ?
S h a l l| . . . ?/ I ' t l. . .. I'ltget backto you nextweek.
c o n t a c t/ g e t i n t o u c h / l o o k i n t o I c a I II g e t b a c k t o / f i n d o u t I ' l Ic a l t / p h o nyeo u t h i sa f t e r n o o n .
I'llcontact/ get in touchwith Paula.
1 W e c a n g e t t h e r e b y t r a i n ,b u t I ' m n o t s u r e h o w l o n g i t t a k e s .
I'tlgiveher a call later.
2 | d o n ' t k n o w w h a t i t c o s t s ,b u t m y c o l l e a g u eh a s a p r i c e l i s t .
I needto talk/speak to my colleague
3 I ' t tg i v e y o u t h e a d d r e s s .l d o n ' t h a v e i t h e r e ,b u t i t ' s i n m y aboutthis.
office.
4 W e n e e d m o r e i n f o r m a t i o nS. v l v i ek n o w s a l o t a b o u t t h i s . Spelling
centre(:UK) center(:US)
37 pRoNuNctArror.r Listen to four sentences.Which form
of the verb do you hear? Tick (/) the correct answer: a, b or c.
ab c
1 | call ... ! I ' t ct a t .l . . ! I called
... tr
z I talk... ! r'tLtatk... ! I t a l k e d. . . !
3 | e m a i l. . . ! I ' t et m a i.l. . ! I e m a i l e.d. . t r
sfr)
4 | c o n t a c t. . . t r I ' l cl o n t a c t .!. . I contacted tr

C o m m u n i c a t i o onr a c t i c e1 3 . S t u d e n tA . . . r P a e e 8 2 . S t u d e n tB
l0l

, South Sin Irincr\co

...rPage 90. '.
coní.Í.n.P cInIct
H - s.n r,.^'-.
'7 n'--',^r

11
Work in groups of three. Plan a trip to a conference in no
5an Francisco.
Y o u a n d y o u r c o l l e a g u e sa r e a t t e n d i n ga c o n f e r e n c eat the
S o u t hS a n F r a n c i s c oC o n f e r e n c C e e n t e ro n t h e 2 7 t h a n d 2 8 t h o f
n e x tm o n t h .U s e t h e i n f o r m a t i o n t o d e c i d ew h a t y o u n e e d t o Eü)
d o . D e c i d ew h i c h j o b s y o u ' l ld o , w h i c hy o u r c o l l e a g u ew i l Ld o ,
a n d w h e n y o u ' l ld o e a c h j o b .
n S h a t tI c a l l t h e c o n f e r e n c e
centre?
B 0 K . t h e n I ' l l. . ..
C S h a t t| . . .?

Vltr ncccl tickets lirr Íhc c<lnÍL'rencc. (\ilu lrarc tlrc

p h o n c n u n r b c r a n c lc r n l i l l c l c l r c s so 1 ' t l r cS o u l h S a n
I 'r a r r c i s c o( ' o n l c l c r r c c ( ' c n l c r .)

Ytltr ncccl to btlok a Ílight Íitltrlvtlttr cotll1tf\'t()

S u n F t r n c i s e t ) .i l n ( l l ) i r ek

o Whcrc |lorr' caIt y,otrl.inclirrÍtlrrrration 1liglrts..)

lrt-rotlt
o Whcn rr'iIl 1'tluÍ.lvthcrc arrclback..,
o Hou' ri ill vou travcl lionr vour hor.r.rc
ltl thc uirport'.)

You necd to book hotel rooms in San Frarrcisco.

o Hor.r'nrany nights do yor,rnced to stav. ancl on
ivhich clatcs'.)
o Wherc u ill vou star".)Arc there anv hotcls rrcar thc
conÍ-erctlcccctttrc..)

31
 Do you agree with the following points?
What do you do?
1 Aftera phonecall I atwaysmakea noteof whatwe
discussed. lf not,it'seasyto forgetthings.'
2 'l normallysend an emailaftera meetingto confirm
the mainpoints.lt'sgood to havesomethingin
writingin casethere'sa disagreement
the future.'
3 . | no u r c o m p a n yw e s e n dc o p i e so f d e c i s í o nt so a l l
colleagues for information.'
!.
Sylvie and her colleagueMichaelare going to a
conferenceln San Francisco.Read the email (a) from
Sylvie to Rita, the conferenceorganiser,and complete
the sentences.
r SytviesendsRitasome ...,.
ir
2 lt isn'tpossiblefor Sylvieand Michaelto meet
3 Sylvie,MichaeIand Ritaare meeting
on.
Now read the email (b) from the hotel to Sylvie and
comptetethe sentences.
1 Earlierin the day,Sylviespoketo
2 The hotelmanageris writingto confirm
r lf Sylvieneedsmoreinformation,
she can
c Work with a partner.Whlch of the emails (a or b) is
formatand which is informal?Give examplesof formal
and informalwords and phrasesin the messages.
32
oao
Hi Rita,
Itwas good to talk to you yesterday.
Thanks againfor helpingme find a hotel.
Please find attachedthe slidesfor the
or problemin presentationI'mmakingat the conference.
It'sa PowerPointfile - let me know if you
can'tread it,and I can send it as a Word
document.Your commentswill be welcome.
As discussed,my colleague,Michael
Morgan,is comingwith me to the conference
We're flyingout on Wednesday,October
25th.Our flightgets intoSan Franciscoat
11.00pm' so unÍortunate|y we can'tmeet
you for dinneron Wednesdayevening.But
we look forwardto seeing you on Thursday
morning.The conferencestartsat 9.00,but
l'll be thereearly to preparefor my
presentation. lt'llbe a short night!
Bye for now.
Svlvie
o80
Dear Ms Dam
Followingour telephoneconversationthis
morning,I confirmyour hotelreservationfor next
month.Please find belowdetailsof the booking.
o 2 singlerooms- in the names of Michael
Morganand Sylvie Dam, from Charing
MedicalEquipment
. 4 nights:October25thto 28th inclusive
o Bookingreference:008956678
SR
As discussed,you'recheckingin after23.00.
lf you need any furtherdetails,please do not
hesitateto contact me.
Best regards,
Luis Gomez,
Hotelmanager.
 Arrangements5

d Readthe emails again.Find: Ia 32 Listento NaomiLind and Tom Dent

makingarrangements for a meeting.
two expressions to explainwhere
information is in the email: Completethe information.
'P/t,tst,
' " "t"t,/
' ' " " t " Íi " " ' l t ta,.l tt,{ 1 Dateof meeting:
2 T i m eo f m e e t i n g :
,*" .^o*s,".|t. .".orr 3 Document to email:the
discussion: ". "rl'.,.
Look at the transcriptfor 4a on page 118.
Checkyour answers.
one whotesentenceto offermore Now write an emait,from NaomiLind to Tom
information/help. Dent,to confirmthe arrangementsand send
the documentas an attachment.Use these
words in your email.
e Vocabularypractice...r Page 99, Exercise3. confirm
following telephoneconversation
attached look forwardto
I
o.
I
I
I
t I\ From:...
I
-14,. .n Subject:...
I !.-
..;- \ t.
\ r\
\ . r\ DearTom,
\ r\
\
\ rt
\ t

\
i\r practice14. StudentA ...>
Communication
')^\ Page82.StudentB ...)Page 90.
\

Dotheydescribe
a Lookat thesesentences. tr Think of an email you wrote recently,
!
arrangements(A) or timetabtes?(T)Write A or T or emails you often write, to confirm
in the boxes. arrangements. Writethe messagein Engtish.
1 We'recheckingin after23.00. Á
2 Our flightgetsinto San Francisco
a t 1 1 . 0 0p m . tr USEFULLANGUAGE

My colleagueis comingwith me I confirmthe detailsof my flightbelow.

to the conference. ! My flightarrivesat 11.00pm.
I'mmakinga presentation at the I'mcomingto the conferencewith
conference. ! MichaelMorgan.
The conference startson
October26th. n Pteasefind attachedthe agendafor
our meeting.
As discussed,I'marrivingon Monday.
Followingour conversation, I attach
the design.
Future timetableslschedules:present
simple I look forwardto seeingyou nextweek.
The flightlandsat 11.00. Pleasedon't hesitateto contactme,
if there'sa problem.
Future arrangements:present continuous
I'mflyingto San Francisconext month.

b Grammarpractice...>Page 99, Exercise4.

33
TIME
ouT

! t Whatdo you knowabout:

o San Francisco?
o Alcatraz?

b Read the leaflet about Alcatraz and answer

the questions.
1 Whenis Alcatrazopen and closed?
Alcatraz
2 Whatdo you needto do if you want Alcatraz is San Francisco'smost popularattraction.
to visitAlcatrazin summer? The jail,which closedin 1963,is open to
What'sa 'shuttle'?Why is thereone on tourists all year round,except ChristmasDay
the island? and NewYear's Day.
Whattouristinformation is available
on the island?
5 Whatare the advantages of visiting
Alcatrazin the evening?

Now complete 1-8 with these words from

the text.

booklet guided history leaflet

map museum peak periods
souvenir tour

7 the busiesttimes= pcttk

2 tourist
information document =
o r " " " "" " '
thingsthathappened in thepast=

rr a plan of a place,on paper

5 somethingyou buy to remindyou of a
place:
6 a placewherevisitorscan see things
fromthe past =
z a visit with an expertwho tells visitors Getting there
abouta place=
You needto catcha ferry to get to Alcatraz lsland.Thetrip takes
33 Check your answers. just ten minutes.FerriesleaveFisherman'sWharfregularly, from
Listen and repeat. 9.30am to 6.30pm in summer,and until4.30pm in winter.For
trips duringpeakperiods(summerand holidays),it's best to book
Vocabulary practice...r Page 99, Exercise5. beforeyour visigas ticketsare often sold out a week in advance.
See'How to book' on the back pageof this leaflet.

On'the Rock'
When you get to'the Rock', you're free to walk around the island
and iail. Note that the short road from the dock (where all
ferries arrive) goes up a hill.A shuttle service is availablefor
visitors who cant walk up the road.

)4t
 Arrangements
!

!. 34 Listen to four short conversations

in a tourist informationoffice in San Francisco.
Match the missing words (a-d) to the beeps
in the conversations.
1
Conversation a maps
Conversation
2 b leaflets
Conversation
3 c souvenirs
Conversation
4 d guidedtour

Fittin the gaps in these sentencesfrom the

conversations.

anywhere free information

opening street

o Hello. Do you have any .tttt'eruuttittt

aboutAlcatraz?
near herewhere
o Hi. ls there ,.,,,,.............,..
you can buy giftsand souvenirs?
o Canyou visitthe museumatl day?
Whatare the times?
o Excuseme. Haveyou got any
maps?
o A How muchare they?
B They're

35 Check your answers.

Listen and repeat.

Communicationpractice15. StudentA ...1

Page82. StudentB...) Page 90.

Work with a partner.Talk about tourism !n

your town/reglon.
Whatare the most interestingplacesto visit?
What'savailablefor touristsat the places
(guidedtours,souvenirs...X

Further iníormation USEFULLANGUAGE

Youcan buy'Self Guide' booklets (in English,Spanish,German, Excuseme? ls there a tourist informationoffice
French,ltalian and Japanese)at the dock on Alcatraz lsland. near here?
Theseexplain the history of the island and iail,and include
Do you have any information/booklets/leaflets
a map.A shop near the dock sells other guide books and
souvenirs.On arrival,visitors can also watch a video about
aboutthe historyof the island?
Alcatraz and visit a small museum. Do you have any maps of the city centre?
You can visit the museumwith a guide.There's
Alcatraz by night a guidedtour everyhour.
It'spossibleto visitAlcatraz in the evening,on specialguided You can buy souvenirsfromthe museumshop.
tours.Visitingthe island after dark offers some of the best
views of San Francisco's city lights and the Golden Gate
Forvisits duringpeak periods,itt best to buy
Bridge.See'How to book', on the back page,for more
ticketsin advance.
information about tickets for eveningtours.

35
 Obiectives

Permanent sunshine,uncertain forecast

Does Berlin'snewTropicallslandsResorthavea brightfuture?

lffi
.-B.*ffi !
a Lookat the photosandtatkaboutwhatyou see.
The Tropicallslands ResoÉis in Brandenburg
near Berlin, in eastern Germany.Do you think
that's a good location?Why/Why not?
'The weather forecast's terrible. Read the article and answer the questions.
I think l'!l go to the beach.' 1 How big is the TropicallslandsResort?
It sounds like a strangeidea.But in Brandenburg, 2 What'sthe climatelike insídethe dome?
just south of Berlin,you know it won't rain at the
{ of the location?

I
3 Whatarethe advantages
Tropical lslands Resort.The huge dome, which
opened in March 2005,is larger than oarofootball a Why ístherepossiblya marketfor domesin
stadiumsand higher than the Statueof Liberty. otherplaces?
Inside,the temperatureis 25"C. There's a 'sea'
Undertinethe correctwords to make sentences
with water at 30'C, and evena small'rainforest'.
that match the points of vlew in the article.
Colin Au, the Malaysianbusinessmanbehindthe
r The writer thinks/doesn'tthink a lot of
project,thinks the resort will be successfulthanks
to the cold local climateand the dome's inland visitorswíllcomefromothercountries.
location.lt'll certainly be more popular with {
I
2 Forthe peopleof Berlin,the dome will/won't
Berlinersthan Germany'snaturalbeaches,250 km be morepopularthanGermany's coast.
away.Especiallyin winter.Howevel with so many t
cheap flightsto hot holidaydestinations,it's hard I 3 The resort probably wilWon,Í
visitorsfromwesternGermanv.
have a lot of
to imaginelarge numbersof visitors comingfrom
abroad. lt'll probably be hard to attract tourists
from western Germany,too. willz predictions
lf the resort is popularwith local people,however,
it's likely that more domes will open.After all, I thinkthe projectwill be successful.
many of the world's big, rich cities have cold I dont thinkit'll be verysuccessful.
climates and, possibly,large markets for'tropical "l (it'll= it will)
I
daytrips'.But the Berlin resort wont reallyhelp to
t Personally, I thinkit'll / it wort be
forecastthe cost of domes in other places.Thatl
because,from the start, the Brandenburgresort a success.
had a very big advantage.
I
7
-
-r a1F -. -;r'-.'
e Grammarpractice...r Page 99, Exercise 1.

!a 36 Listento CarolineFlint,a tourist
industryinvestmentanalyst,talking about
this resortand the marketfor troplcaldomes.
Whatwas the Brandenburgresortl big
advantage?
36 Listen again. Are these sentences
true (Í) or fatse (F)?
Caroline
thinks:
the resortwiltpossiblybe
successfulin the longterm.
the numberof visitorswill
probablybe low in the first
few months.
won'thelpto predict
it definítely
the successof otherresorts.
the resortwill certainly
be
popularwith famities.
perhapssomebodywittbuitd
anotherdome.somewhere.
maybethere'sa very targe
marketfor tropicaldomes.
coÍrectthe false sentencesin 2b to match
what Carolinesaid.
Nowfill in the chart with these words from 2b.
certainly maybe probably
definitely possibly perhaps
tcrtdirlq
Objectives6
Which of the words in the chart in 2d go at
the start of a sentence?Which go beforethe
verb?
Vocabularypractice...>Page 100, Exercise2.
37 pRol{unctATron Llstento these
sentencesand underlinethe stressedwords.
How does the stress affectthe pronunciation
oÍwill?
1 So, do you thinl.the resortwill be
successful in the longterm?
z I thinkit'll probabtybe quitepopularin
the short-term.
3 | thinka lot of peoplewill probablycome
to havea look.
+ They'llwantto see whatit's tike.
5 So the projectwittbe good for getting
information aboutthe market.
Work with a partner.Tatk about
tropicaldomes.
Do you thinkthe Berlinresortwill be
successful in the longterm?
D o y o u t h i n kc o m p a n i ews i l l b u i t dd o m e s
in otherlocations?
a Communication practice16 ...)Page83.
Workwith a partneÍ.
tr Talkto a partnerabouta proiectyou're
tr planningor startingsoon.Explainwhat
you want to do, then makeforecastsabout
tr the project.
How longdo you thinkthe projectwitltake?
D do you thinkyou'll
Whatdifflcutties/problems
have?
tr USEFULLANGUAGE
I think there'llprobabtybe a lot of
demand.
Maybe/Perhaps the projectwitl be
successful.
Do you think the resortwill be
popular?
Possibly/Possiblynot. lt's difficult
to say.
I think it'lt definitely/certainly
be
a success.
)7

!' Discussthese opinionsabout
space tourism. Do you agree
with any of them? Say why.
1 'Perhapsone day there'llbe
tourismin space,but certainly
not in the nextten years.'
'l
2 thinksoacetourismwiltbe
a big industryand it'll
probablystartin threeor four
years.'
3 'Maybetouristswill go into
spacein ten or twentyyears,
but only very very rich
tourists!'
Read about Virgin Galactic.Tick
(/) the phrases that describe
the company'sobjectives.
t Taketouristsinto space. a 3 Virgin/ hope/ achieveits objective
2 Producea completely
new designfor a
spaceship. ! 4 the firm/ go / buitda ship calledVirginSpaceShip.
Builda spaceshipfrom
currenttechnology. !
Offerticketscheao
enoughfor mosttourists. !
Taketouristsfor
holidaysin space. ! B
Allow passengersto
floatinsidea spaceship. !
';81
Sir Richard Branson,the boss of
Vírgin' is the type of person who
believes the sky's the limit.
But his nextgoalis to go onestep
furtheranddo businessin space.
Branson's latestcompany, Virgin
Galactic,is aimingto start space
flights for tourists before 2010.If he succeeds,he witt becomethe
first businessmanto offer spacetourism to the mass market.
The firm is optimistic it can achieve the ambitious target after
confirmingit's going to buy the technologyfor SpaceShipOne.
The ship, buitt wíth finance from Microsoftco-founderPaul Allen,
recently won a $10 million prize when it becamethe first private
spaceship to teave the earth twice in two weeks. Virgin Galactic is
now planning to work with SpaceShipOne's designer.Burt Rutan.
The aim is to devetopSpaceShip0neto buitd a Virgin SpaceShip
Make sentencesto describeVlrgin Galactic'saims and
objectives.Use the presentcontinuous.
I planI use the technotogy
r VirginGalactic fromSpaceShipOne.
| , í ti 1i t t ( , , t / , t; Íi ; i . s 1 tf , 1111 , , . , , , ,t i ! t ' i t . '( / t r ( t ; / t l t , ,/ , , ,1t t
Íi':,ut 5/lq,..L;
l u! (|lt+.'
2 thecompany I aimI startspaceflightssoon.
this decade.
Work with a partner.Ask and answer questions about Virgin
Galactic'splans.
A Whatare theyplanningto callthe spaceship?
They'replanningto call it ....
1 what/ plan/ call the spaceship ?
2 what altitudeI aimI reach?
3 when/ hope/ startflights?
4 who i go / work with ?
 Objectives6

Match the pairs to make sentencesfrom the

conversation.Write a-d in the boxes.
1 ! lf a flightcostsunder$5o,ooo,
2 ! lf ticketscost over $5oo,ooo,
3 E lf it'stoo short,
4 E lf the firstcompanyis successfu[,
a veryfew peoplewil[buy them.
b a lot of otherswi[[follow.
c I thinkthere'llbe a lot of demand.
d then peoplewon'tbe happy.

Look at the transcriptÍor2a on page 119 and

check your answeÍs.

(VSS).
A key objectivewitl be to pass safety tests, Firstconditional
whichwitl allow VSS to carry paying passengers.
Spacetourismís not a completelynew business. lf the projectis successful,they'll make
In2001.DennisTito paid $20 million for an eight- a lot of money.
daytrip to the InternationalSpaceStation. Virgin There'llbe a lot of demand,if the price
Galacticis hoping to offer flights at much lower is reasonable.
possiblycosting about $200,000- not cheap,
prices,
buta realisticsum for a growingnumber of rich
tourists.To make this possible,the plan is to offer
shorttrips to the limit of the atmosphere.VSS witt
spendjust a few minutes at an altitude of about d Grammarpractice...) Page 100, Exercise4.
350,000 feet (passenger planesfly at about 35,000).
Passengers witl be weightless,and have spectacular
Communication practice17 ...) Page83.
viewsof the earth and stars.
Workwith a partner.

e Find words in the text with similar meanings. Ea TatkaboutVirgin Galactic'sobjectives.Do you
think they'rerealistic?
l aplan=agl:ll ,at
Work wlth a partner.Take it in turns to talk
an 4..............
orano
about a projectthat you're working on at the
z a planthatwitlbe difficult to achieve= moment.What are your obiectives?Are they
an 4,..,,,,,,...,.
o t a no r a n o pran
realistic?
I a planthatwill probablywork :
dl 0tan
USEFUL LANGUAGE
f Vocabularypractice...>Page 100, Exercise3.
We'regoingto starta new company.
y'a 38 Listento CarolineFtint,a tourist They'replanningto developthe technology.
industryinvestmentanalyst,talking about
We'reaimingto finishthe projectin December.
spacetourism.Circlethe correctanswer,
Our objective/aim/target/goal is to finishthis year.
a or b, to matchher views.
Do you think it's a realisticobiective?
r Spacetourismin fiveyearsis
No, I think it's a bit optimistic/ambitious.
a realistic b optimistic
We'rehopingthe projectwill be successful.
z Ticketpricesof $200,000are a ...............
.
a firsttarget b finaltarget
3 The priorityfor spacetourismis ...........,,,.
a good marketing b good safety

39
TIME
OUT

S,\T

ffi
Find words and phrasesin the advertwith the same
meaning.
1 lf you buy yourticketearly,you'llget a good price.
p , r , r , f t 1 1 r ,111 . s i r t { l t t , t r / t , t t t r ' t ' h - , , ' t t i t t f p 1 1 ' 1 ' 11' t fi 1 ' s ' . s .
rl'& --.--"-"-"-r"""-"' t " -""-

f,lgti 2 We don'tpay moneybackand you can'tchange

J yourticket.
f,i(,i
tl
f,olt
I\ 3 a singleticket

EL
f,[i.r
g6l/ l! 4 a ticketto go and comeback

5 less expensive
tickets

!. Which are the most popularairlinesin

your country?Why are they popular?
ó extraluggage

Look at the advert below for GlenAir, 7 Youngpeoplepay less.

a low-costairline.
D o y o u h a v ea i r l i n e lsi k et h i si n y o u r s a timited
amount b";;;;;
country? "f
Whatare the disadvantages of verycheap 9 a longtime beforeyou travel
olanetickets?

10 reserve

GlenAir !
lo Vocabularypractice...>Page 100, Exercise5.
I
Low-costflightsto Europefrom
Glasgow. Book your seat in advance lE. 39 Listento a customerbookinga ftightwith
GlenAir.Answerthe questions.
for even lower fares.
Discounts for under 26s! I t Wheredoes he wantto go?
I 2 Whattypeof ticketdoes he want?
II
I

Rome from fl0 3 Whatitemof luggagedoes he wantto take?

one-way I
I 39 Listenagain.Completethe information.
Barcelona f.4O II 1 Dateof departure: zaÚ May
return 2 Dateof returntrip: May
3 Priceof ticket: f.
Book now at www.glenair.com 4 Baggage allowance: . . . . , , , , .K g
or call 087100- 432566
5 Excessbaggagecharge; f. oer Ks
Pricesdo notincludeairporttaxes.20kgmaximum baggage
allowanceon allflights.Excessbaggagecostsft perkilogram.
l.icketsarenon-reÍundabIe andnon.transferable.
1
t
,t
40
 Objectives6

c Put the words in order.Make sentencesfrom p a Nowlistentotherestoftheconversation.Can

the conversation. the customerchoosehis
t fly lto / end / LisbonI at lthe / tike/ ro I of I seat now?
May / I'd .
b +o Listen again and completethe detaits
(l llkqt4fl11tqLrÚt'rtqt tltq,Lt+!
of the booking.
qÍ-M'.t!/'
z d a t e/ w h a /t l e a v e/ p l a n n i nlgt o l y o u l a r e ?
n)

I Lisbon
t,
FlightGA66 Glasgow
3 t h e /c o m e/ w a n t /b a c kt S r r l tI t o ; / ; ; .
-t. Passengername I

+ cheapest / fare's 7 pounJ./ / oiu-n".I Payment method I

t h e.
Cardnumber I

/,;..; / ;;; t
5 extraI areI cna,r:g;; Expirydate I

6 b a g g a gIer u ^ i r r r i i n l I * n . , a / a l l o w a n c? e outboundf|ight- 6'50r or 14.30Í- (ptease

ticr;
Returnflight- í7.3or or 22'00Í. (p|easeticr)
/ i. / p"";;;i ,r;,i;; lr,r;i
z the/ excess
baggage/ kitogram
/ six .

c Work with a partner.Look at the transcript

d Work with a partner.StudentA ptays the part of on page 119. Practisethe diatoguewith your
the airline assistant.StudentB plays the part of own name.lnventa creditcard number.
the customer.lnventsentences.Changeroles. Changeroles.
A Hello,can I helpyou?
B Yes.I'd tiketo flv to .... Communicationpractice18.StudentA ...>
1 Assistant Hello,can I helpyou? Page83. StudentB ...>Page91.
Customer
2 Customer ? E Workwitha partner.
Discussair travel.
Assistant I'msorry,the ticketis W h i c ha i r t i n eds o y o u u s e ?
non-transferable. Whichis yourfavourite airline?
3 Assistant The priceis f150. Do you oftenfly long distances?
Customer ? Do you like travelling by plane?Why/Why
not?
4 Assistant OK, so you'dlike a ticketto Madrid?
CustomerYes.....,.,,..,..,,,.,,,,,,,.,,. ?
USEFULLANGUAGE
5 Customer ?
Assistant No.all taxesare includedin I'd like to book a flightto Barcelona.
the price. lf you book two monthsin advancethere's
a 1.0o/odiscount.
ó Assistant Whenwou[dyou like to return?
Customer Are thereany extrachargesor is everything
includedin the fare?
7 Customer lf I cancelthe bookingcan I get a refund?
Assistant 20kg.
lf you go overthe baggageallowance,the
excessbaggagechargeis € 1 0 per kg.

41
 Success

lla When did you start work at your present

company?Comparewith other people !n the
b Work wlth a partner.Use the informationin the
notice to completethis part of ferome'sCV.
group. Imaginethe date on the noticeis this month.

Work with a partner.Talk aboutthe best times in

your educationand career.Why did you enioy them? PolyVec
Assistant Production Manager ( -
Look at this notice from PolyVec,a manufacturer
Qa of plastic products.What is it about? PolyVec
Production Planner (-)

BTE
Production Planner (a999-2OO2.

o Alton
ManagementTrainee
Gilder to Production
o996-a999'
Promotion of Jerome
Manager (Melbourne) Sanford Institute of Technology
that we have Masters (...........)
I am very pleased to announce
j Gilder to production :i:'19:'' -
;;;"."á ",o,.," plant. Jerome will start worK ln Cambridge University
il ú"ru"urne (1e91-
"". of next month' Degree )
t i. p"tition at the beginning
""*
number of PolyV-ec's
Jerome has worked at a
the company 1n 2002'^'un-d,-
f."""'ft*.'tt" joined Completethe sentences.Use verbs from the
production planner' first tn
spent some time as a notice in 2a.
head office in the UK'
our Boston office, then at
three years ago' to 1 jerome..st1diel.. Businessand Economics.
;;.ű moved to South Africa
- assistantproduction
work in his present position 2 He fromCambridgeUniversity.
..........
*urrug". at our CaPe Town Plant' 3 He a Mastersat SlT.
..........
two other companies'
Jerome has worked for 4 He Attonin 1996.
Alton' as a management
He startedhis career with 5He ..,,Alton in 1999.
join BTE' where he worked
trainee. He then lett to Business óHe his firstyearsat PolyVecin the
i;;;*t"t planning' Jerome studied
atcaÁuridgeUniversity. He UK.
;áililics
7 Afterworkingin the UK, he to
n,^Á","a in 1994'andsPent1tre|otto11'1s^;ear
he
;i;;;f*d lnsiituteoiTechnologv'where SouthAfrica.
Management.
áij" ú"'.".s in Distribution 8 Lastweek,PolyVec................
h i mt o
I'm production manager.
Congratulationsto Jeromeon his promotion'
career
J';L will continueto enjoy a successful Vocabularypractice...r Page 100, Exercise1.
with PolYVec'
Director' Work with a partner.Ask and answer questions
Simon Atkins, Production
about lerome's educationand career.Use the
PolYVec International
past simple.
A WhenArVhereArVhat
did he ...?
B He....

42
 Success /

Presentperfect:negotivesand questions \

Have you used this softwarebefore?

Haveyou ever workedwith this
software?
No, I haventworkedwith this.
lVe neverused it.

c Grammarpractice...>Page 101, Exercise3.

d 42 PRoNUNctArror Look at the

sentences.How do we say hove in these
sentences?Listenand repeat.
T Haveyou everusedthis programme?
Present perfect/Pastsimple 2 I'veworkedfor severatlargecompanies.
Presentperfect 3 I haven'tworkedwith him before.

Jeromehas workedat a numberof Work with a partner.Ask each other

branches. questions.lf the answeris !es'then ask for
Past simple more information.

Jeromejoinedthe companyin 2002. A Haveyou everworkedin a restaurant?

B Yes,I have.
A Wheredid you work?
B I workedin ....
f Grammarpractice...r Page 100,Exercise2.
work/ restaurant?
live/ foreigncountry?
!a 47 Listen to a conversationbetween
Jeromeand his new assistant,Maria Doan,
have/ reallybad iob ?
person?
work/ difficutt
on his first day as productionmanager.
Whichof these computerprogrammeshas
Communicationpractice19. StudentA ...>
Jeromeused? Tick (/) the boxes.
Page84. StudentB ...) Page 91.
1 Nurec! z
2 TP Controt
!
3 Arrow! 4 Conductor!
4 Work with a partner.Ask about his/her
educationand career.
47 Listenagain.Completethese
extractsfrom the conversation. Haveyou (ever)...?
Where/ What/ Whendid you ...?
1 Jerome Nurec?
Maria Yeah. tLttr....vou workedwith
it before? USEFULLANGUAGE
ferome No, I ..... usedthat one. Whichcompaníes haveyou workedfor?
ferome ...we used a systemcalledArrow. Haveyou everworkedabroad?
Maria Oh, workedwiththat
Whatdid you studyat university?
before.
Did you do a Masters?
Maria I know.And ,. changed
, s well.
s o m a n yt i m e s a I'veworkedfor severallargecompanies.
you everused I left ZY Systemsin 7994.
Conductor? I joinedmy currentcompanya yearlater.
Jerome Conductor? No. I've,.,,,,,,..
heardof it.

43
 sentencesthatare truefor you.
Discussthe reasonsfor your
answers.
'ln my job, it's easylhardto
plan work. lt's easylhardto
knowhow long it will take.'
'Work usuol/ygoesldoesn't
usuallygo to plan. lt's
easylhardto work to a
schedule.'
'The busiesttime is usuallyat
the beginninglendof a project.'
!a Read the email and answer
the questions.
Whatprojectis Andy Betl
r behindschedulewith lT I'vewrittento Danielain Zurichto ask her if
workingon?
2 What partsof the projectare
goingwelt?
3 Whatproblemsis Andy having?
Fittin the chart with the hlgttlighted
phrases 1-7 from the email.
Good news
.loo.{P,aqrcss
T;ií,,.",,,,,,
Bad news
Vocabularypractice...>Page 101,
Exercise4.
44
1
TO Yves Cordier FROM Andy Bell SUBJECT Progressreport
Dear Yves,
Pleasefindbelowa reporton progresshereat the new
Singaporebranch.
1We'vemade good progresswiththe new accountsdepartment.
I'vealreadyhiredthreeaccountants and I'minterviewing
an accounts
assistantnextweek.This means 2we'rethreeweeks ahead of
schedulewithrecruitment for that department.3Unfortunately,
we're
havingproblemswiththe lT installation. aWe'vehad troublefindinglT
people,so we haven'tmade much progressthere.We'veonlyfound
one technicianso far (weneedanothertwo),and she hasn'tstarted
workyet - she's startingnextMonday.That means 5we'retwo weeks
she can send us someonefromthe officethere.She hasn'treplied
yet.l'll giveher a calltoday.
Our new sales rep 6Annais doingverywell.So far,she's beento
Bangkok,Manila,Jakarta,Hong Kong,and has justgoneto Seoul.
She's onlybeen herefourweeksand she'salreadyflownto half of
the citiesin Asia! lt certainlyhasn'ttakenher longto makea start.
She's sent me a few textmessagesto say her meetingshave gone
well.She's seen about20 clientsso far.And she's also donea big
presentationat the FTO tradefair in Hong Kong.
So, in general,I thinkTthingsare goingwell.We can stillopenthe
officeon schedule,if we can solvethe problemwiththe lT people.
l'll send anotherprogressreportnextweek.
Best regards,
Andy
p a Whatare the past participtesof theseirregular
Lookat the emailagainto help you.
t be bg-eu 7 go ......................
2 make 8fly
3 find 9 take
4 have 10 send
5 write 11 see
6do
b nl Listen and repeat.Then practise saying
verbs with a partner.Test each other.
 Success /

c Lookat the sentences.What'sthe differencein It4 Listenagain.Which iobs from

meaning?
1 A n n ah a s g o n et o K u a l aL u m p u r .
2 Annahas beento KualaLumpur.
! a Lookat Andy's'to do' tist.Use the information
in theemailto tick (/) whichiobs are completed.
Andy's to do' list in 4a are now completed?
45 pRor{uNcrArron Listenand repeat
the questions.Copy the intonation.
1 Haveyou openedthe officeyet?
2 Haveyou hiredan accountsassistantyet?
3 Havetheyinstatledthe lT systemyet?

Iis
'-r
I C cro; Look at the 'to do' list of tasks for opening
I hlre /hree accortt/att/3 a new office.Ask your partnerquestions
using yef. Answer with yet, already and
2 htre aL, accout,/'s assistant ! so for. Change roles.
i ftnrl lhree f/- techntctarts ! A Haveyou foundan officeyet?
tl ,,rtfe fc Daniela ! B Yes.I have.
e Thone Datttela tr
1 t;ad a-a ottiee
b Circlethe correctsentence(a or b), based on z hi.e s(a{t:
Andy's'to do'list in 4a. s a - le s a a d a-dmiaistraLioa
t @ He'satreadyhiredthreeaccountants. &ceavtLs aad ÍT persoaaei x
b He hasn'thiredthreeaccountants yet. j iastal l phoaes aad Ía(e.aeL x
2 a He'salreadyhiredan accountsassistant. ! driLe s(a-tt ha-adbook x
b He hasn'thiredan accountsassistantvet. 5 tra-ia sta-tt x
3 a He'salreadyfoundthreelT technicians. L ar7a4ise visiL {.am hea-d off;ce
b He'sfoundone lT technicianso far-
*l
4 a He'salreadywrittento Daniela.
b He hasn'twrittento Danielayet. Communication practice20. StudentA ...>
5 a He'salreadyphonedDaniela. Page 84. StudentB ...>Page 91.
b He hasn'tphonedDanielayet.
Writean email based on the updateyou
gave in Exercise6. Use the email on page 44
P resent perfect: yet/already/sohr
to hetp you.
Have you writtenthat reportyet?
I'vestartedit, but I haven'tfinishedit USEFULLANGUAGE
yet.
We'redoing well.We'vealreadydone We'redoing/ We'vedone well.
most of the work. Thingsare going/ havegonewell.
I'mreadingyour report.I'veread hatfof We'remaking/ We'vemade good progress.
rbs? it so hr.
We aren'tmaking/ We haven'tmade much
progress.
We'rehaving/ We'vehad problemswith the
installatíon.
c Grammarpractice...) Page 101, Exercise5. We'rehaving/ We'vehad troublewith it.

!a U Andy calls his boss, Yves,a week

later to give another update. Listen to their
conversation.Do you think Yves is happy
with Andy's progress?

45
TIME
our
Describingfeellngsandexperiences

!a Look at the photos in the article.What do they

tell you about Steve Fossett?

What do you think the articleis about?

Filt in the gaps in the first paragraphof the

article with the verbs.

been broken done driven flown

become ridden run swum won

Have you ever done any of the things Steve

Fossetthas done? ls there anything you
wouldnt like to do?

Read the rest of the article. Use a dictionary

to help you. Accordingto the article, why does Over the last
Steve Fossettdo these types of activities? 20 years,
Arnerican
rnulti-
Look at the groups of adjectives.Underlinethe
Qa odd one out in each group.
rnillionaire
Steve Fossett has
1 amazing fantastic incredible terrible 1 [lecq!:u.q.,,
one of
2 dangerous frighteningrelaxing scary the world's most
interested tired farnous adventurers-
3 bored sad
4 difficult happy hard tough His list of achievements is amazing'.
he's 2--....---....--....--.
around the world in a hot air
Some adiectiveshave two forms, one ending
-ed, the other -rng. balloon, on round-the-world sailing
trios. a across the Channel from Ensland
amazed/amazing frightened/frightening to France, 5-..--.. a sports car in the Le Mans
relaxed/relaxing bored/boring 24Hours, amarathon,T - ski
nteresting tired/tiring
i nterested/i races and triathlons, a dogsled across
Alaska ... the list goes on.As a result of his
Which form describes feelings? Which form
adventures,he's 9.----.---,.----.---,.-
a number of world
describes things or experiences?Give
records, and 10---.----...---..---..-
several awards.
examples.Use the text to help you.
Clearly, Fossett has had some incredible
Work with a partner.Imagineyou did the experiences, and at 61, should be ready for a
things in the sentences1-5. Talk aboutthe relaxing retirement.
experiencesand your feelings. But he's not tired of adventure yet, and probably
never will be.Thatt because he knows the key to
It was .../ | was ....
happiness - something money can't buy.
1 | walkedup to the top of the EiffelTower. According to psychologists, past success isn't
2 Our flightwas delayedfor eighthours. enough. Even if their most fantastic dreams come
3 I spentthe wholeday justlyingon the beach. true, most people are only h"ppy for a short time,
4 | did a parachute
iumpfrom1,000metres. then they quickiy return to'sad'normaliry.
5 We spentthe afternoonin the railway
museum.
ű,,p.*.'

46
 S u c c e s s/

46 Listento Lisa Grey and her colleague,

B r e n d a n F a r m e r ,h a v i n g a c o n v e r s a t i o n W
. hat
s u b i e c t s t o t h e y t a l l <a b o u t ? W h y d o t h e y t a t l <
aboutthem?

47 Now listen to the second part of the

. r e t h e s e s e n t e n c e st r u e ( T ) o r
c o n v e r s a t i o nA
false ( F ) ?

t L i s a c l i da p a r a c h u t cj u m p l . r s ty e a r . L
I
't s h p , " o V , L l l l t ' ' { ' . 1 ) p t i pr ( , . .
2

I S h e ! / . l sf r i g h t e r c cble f o r es l r ej u n r p e r l .

{ !l 4 A f t e rl r tr p a r a c h L r to(l'l e n c c l s, h e

1
\ , v 4 5 (a r c 0 .
\
I 5 S h e h a c la v e r y h a r c l a r d i r e .
t
I 4 7 L i s t e n a g a i n . W h i c h a d j e c t i v e sd o e s L i s a
I u s e t o d e s c r i b e t h e e x p e r i e n c e sf r o m 3 b ?

4 a p R o N U N c r A r r o rW u ith very positive

I l l . ' r t l l i ' r r t l t ' t ' L l. t t l t l ( l t t ' lL. . l l . r l l t ' I l q tl '..r . t . í i ' r - . l l l l . , or very negative adjectives, lil<eamozing and
' i t l t. l t . t l l t l l . . Í. i . l g l l t , ' t t i l l q
1 i l ( l l . i . i l l 1 ( ' ] . ( ' \l )t ] (I ) lgt .Í t e r r i b l e ,w e p u t e x t r a s t r e s s o n t h e w o r d t o g i v e
t l r . i tl tl r , l , r ' to r r t . I r r ( ) t l t t ' t ' \ \ o r r l rl .l - \ ( ) u \ t ' l r r ' r ' n o t t m o r e e m p h a s i s . L i s t e n a n d r e p e a t .C o p y t h e s t r e s s
r r . l \ , t t l r ( ' r l ( L l t -l(. 't\' l i r t ' r '\-( ) L l l l ( ' ( ' ( lt o l l r ' r t . t l - t ' t l a n d i n t o n a t i o ni n t h e s e n t e n c e s .
. r g r i r \. r r , ], r g . u n .\ t , ' r t ' l r o : s t ' ( tl r . r st t ' r ' t . r i r t lrrl t . l r l r '
1 lt \^/as,rnrazing!
h r .l r l , t , , L r g i .rr r t l t l . r r g r ' n r L t 'l.J L t t i t ' r t r L t , l t l . ' r .
2 l t w , r si n c r e d i b L e l
t ( ' r n l r l (t l l . l n t i r r ' . r l t r ' t t' t, r t t r( ' : g ( ' tt l r) g l , o t - r ' , 1t o t l t ' . t t l t
3 lt was lartastic!
4 lt wdstcrribLcl
5 lt was rwfuLI

T e l l o t h e r s t u d e n t sa b o u t y o u r m o s t m e m o r a b l e
o r i n t e r e s t i n ge x p e r i e n c e s .

U S E F U LL A N G U A G E

H a v ey o u e v e r d r i v e na s p o r t sc a r ?
Y e s , I ' v ed r i v e na P o r s c h e .M y f r i e n d ' sg o t o n e .
I tw a s i n c r e d i b l e !
I tw a s a m a z i n g l
I w a s a b i t s c a r e dt h o u g h .

47
 Media

Talkaboutthe news. r[_l Here,you can readup-to-date businessnews.

H o wo f t e nd o V o uw a t c h l,i s t e nt o o r z! T h i ss h o w ss h a r ep r i c e sa n d h o w m u c ht h e y
r e a da b o u t :l o c a Ln e w s .w o r l dn e w s . haveincreased or decreased duringthe day.
b u s i n e sn
s ews? Greenmeansa sharepricehas goneup, red
W h i c hn e w s p a p e rm s ,a g a z i n eTs ,V m e a n si t h a s g o n ed o w n ,a n d b l a c km e a n si t
c h a n n e los r w e b s i t e ds o v o u r e a d / w a t c h hasn'tchanged.
for news? 3! Thesearethe latestfiguresfor the world's
W h i c hE n g l i s h - l a n g u angeew s p a p e r s , mainstockmarketindexes:the Dow.lones,
n e w sm a g a z i n easn d T V c h a n n e lds o S&P 5OO,NASDAQ,FTSE,DAX,CAC40,
youknow? H S Ia n d N i k k e i .
+! Thisshowsdifferent information, for example
pa Look at the screenfrom an exchangeratesbetweenmajorcurrencies such
a s t h e d o l t a re, u r oa n d y e n .l t c a n a l s os h o w
internationalbusinessand financial
c h a n g e isn s t o c km a r k e itn d e x e d s u r i n gt h e l a s t
news channel,City 24. Match the
year,or,for example,sharesthat haverisenor
descriptions(f-4) to the correctparts f a l t e nt h e m o s td u r i n gt h e d a y .
of the screen.Write a-d in the boxes.

4.317.20
L0.24o/o
L1.24o/o
a 13.95%

Singapore production increased O.7o/o

in Februaty

qBt
 MediaB

Completethe sentenceswith words from 2a. pa 49 Listen to an interviewwith Alan

1 Investors
buy and setlshareson the'stock Styan, the chief executiveof Geo-Core,on
market'or 'stock ..,,,,,
. ,' . a businessnews programme.Answerthe
2 The Dowlonesis an American stockmarket questions.
t Has businessbeengood for Geo-Core so
3 The dotlar,euroand yen are all far this year?
4 The priceof the euroto the dotlar,for example, 2 Whatdoes Geo-Core do?
is an ,,....,,,.,,, 3 W h yi s t h e o i l p r i c eh i g h ?
Put these verbs from 2a into two groups. 49 Listen again and tick (/) the
correctboxes.
go down go up increase decrease
V
falt rise
up down

1 A !lo!!Í| l l t Geo-Core's shareprice !tr

)v i i 2 T h eS & P 5 0 0 i n d e x tr!
3 Geo-Core's profit !!
Foll and rise are both irregularverbs. What are
(a)the past simple and (b) past participteforms?
4 The oil price trtr
r fatt: ^ 49 Listenagain and completethese
Íil|
sentencesfrom the interview.
2 rise: a .,,,,.
1 Yoursharepricehas by
e Vocabularypractice...r Page 101, Exercise1. lo in the firstquarterof this year.
Í Look at the TV screenin 2a. Fittin the gaps with 2 The S&P 5oo has ,,,,,,,. by %
the correctform of verbs from 2c. so far this year.
3 Our profithas by %o
t So far today,the HSIin HongKonghas
this quarter.
by 0.30%.
2 Today,sharesin the Japanese companyNippon Look at the transcriptfor 3b on page 120 and
Expresshave ,,....,,..,,,,by 7.75"/o. check your answers.
3 This month,Germany's DAXindexhas
Communication practice22. StudentA ...)
Page 84. StudentB ...) Page 92.
Presentperfect:today,this weelV
month/year Work in groups.Talk about recentmovements
in share prices,oil prices and exchangerates.
Sharepriceshaverisentoday.
The pricehas goneup this week.
USEFULLANGUAGE
Theindexhas fallenthis year.
The share price has risen 32o/"this year.
The company'ssales have decreased.
Oil priceshave gone up this quarter.
s Grammarpractice...) Page 102, Exercise2. The companyhas done quitebadly
h Work with a partner.Describethings youVe done: this year.
Profitshave increasedagain.
o today
Recently,the euro has fallenagainst
o this week
the dollar.
o this month
o this year
A I'vemadethreephonecallstoday.
B I haven'tmadeany.

49
lla What are the advantages
and disadvantagesof
buying and renting
a home?

Look at this chart.

What informationdoes 'lirlar, Realhouseprices,1975=100
it seenrs halfof theprogrrunnres
it show? 250
on IK televisionr lt!'!' (be) BÍitain
lllrses.lt all r (sldrl ) - France 225
lubout
-us 200
i n l ( X X )r,v i t ht h ef i r s tr e u l i t v ' l ' \ ' s h o r v - Japan
% oÍhouseho|ds
owningtheirhome 175
florutlrcllig llrotherhuLtse. lJutnurvit
40 50 60 70 80 90
s c e I l l s l l ) ( ) s Il ) I ( ) Í { r l t I l l I l ' | C s t50

(bc) tltovt.
bLrving
and sellinghornes. 125
Spain
Onerellsonfirrltll theinterest is thehigh 1m
Italy
Australia priceof propert\. lkrusepricesin thet'K IJ

197s 80 85 90 95 2000 04
Britain . . , . . . . .(. i.t t c r e t t s e )b t JapanRea|Es|ate
SouÍces: Institute:0DP|\4;
0FHE0i
UnitedStates lrboLrt 75"t,in the lastfivevcalsund ll' goveÍnment
oÍÍices

Belgium oier l(X)"i, in theLlstten.

Canada L a s t v e a r . a c k r c t r n r e n t l tsl e vries c t t . r etrIlv c q t itr . a l e nttr l € 6 ( ) ( ) ' ( ) ( )_( )
(.lolIou' ) lJritortslvlto e n o L r g ltro b u v u p r 0 p e r t \t e n t i n r e s
Sweden l . r d l ) t l t r i rl t o t t s rrst r t t l biggeriIl l])()St pítILs tlfI.lLtrrr1le.
: 'l\
FÍance .,,.(tttrtrc)to tlrccontincnt lLndrelLlinureusLutllv ven tlitferent,
Netherlands Ikrstn /ilat'fuú:,) lo turttcfor of course.lurds0rneecorrornists think
betterrveltther ancllessstrcss.IlLtttlrere /,qoldolvrl
soUrces]
EUropean
Mortoage
FedeÍation:
IUHF;
nationaI
slalistics rvllsrtlsothesrnallqLrestion of nrorter: Irt n e r r rI r r l r r r el l. h o r r s cp r i c e s
n r o s tp i t r t so f l i u r o p ep t o p e r tpv t i c e s (.ltrlllsudderrlr'. the tlK
...' (rise) ú the econonl\ (fu) il
.,..,...,.........
'l'he
Work with a partner. nronrcnt. butnotlr^s fllstu^s irrthctrli. seriorrstroLrble otlrer econonrists
priceof a tlo-bedroonr flut in Londun, think prices
Can you fill in the
fur cxlurple,l0 1ltc) /i/rqt!high,firra rtuntbet'of
fernons,
missingcountrieson
the chart?

Japan Germany
lreland

!a Filt in the gaps in the

article with the correct

rtI l-
tense of the verbs.
E!

;l l-i

5o
 Me d i a B

Nowanswerthe questionsaboutthe article. 57 Listen to an interviewwith Roy

i Inthe title,whatwordis a generalnamefor Borg,an economist,tatkingabout property
housesand apartments? prices and the economy.Does Roy agree (A)
2 In the UK,why havetherebeenso manyTV or disagree (D) with 1-4? Write A or D in
programmes abouthouses? the boxes.
3 What'shappening to pricesin Europe, 1 Propertypricesare
compared withthe UK? i m p o r t a ni n
t t h ee c o n o m y . !
4 Whatare economists' forecasts for UK house 2 Priceswill continueto
prices? increasequickly.
3 Today,the situationis the
c Grammarpractice...r Page 102,Exercise3.
sameas in the late1980s. tr
d Workwith a partner.Ask and answerquestions 4 Peoplewill spendless
250 aboutpropertyprices in your city or country. in the future !
225 Thinkcarefullyabout which tense to use.
Vocabularypractice...t Page 102, Exercise4.
200
t areI propertyprices/ highor low/
175
a t t h e m o m e n?t 51 Work with a partner.What reasons
150
2 propertyprices/ riseor fall/ tastyear? did Roy Borg give for his opinionsin 3c?
125 Listenagain and check your answers.
3 propertyprices/ rise/ so far this Vear?
100
75 Communicationpractice23. StudentA ...>
a Matchthe pairsto comptete the definitions. B
! Page85. StudentB ...) Page 92.
Writea-i in the boxes.Usea dictionaryto help
you, if necessary.
Work wlth a partner.Talk about the economy
1 g The percentage of peoplewithout in your country.
cs a job is the rateof
Whathas the economicsituationbeen [ike
2 ! The amountpricesincreasein recentlv?What'sit like now?
rt, genera[, eachyear,is
-1.
tn
Do you thinkthe economywitlget betteror
3 ! lf you get a loanfromthe bank,you worsein the nexttwetvemonths?Whv?
fn

es
4 ! Banksgiveloans.They
rK 5 ! The percentage a bankchargeson USEFULLANGUAGE
ill a l o a ni s t h e
rt s 6 D Moneyyou'veborrowedis catled Unemployment is veryhighat the moment.
7 a A l o a nt o b u ya n o u s eo r a n It'sover 127o.
apartment is calleda Pricesare increasingfast.Inflationis 5o/o.
8 ! Whenthe economygrowsveryfast, Interestratesincreaseda lot last year.They
it'scalleda wentup 1.5%.
9 ! When the economyslowsdownfor Peoplehave borroweda lot of money,and
a time,it'sa wíllhaveto pay back largedebts.
to ! Wtrenpricesfaltsuddenty, it'scalleda There! been a boom.Now,the questionis,
will therebe a crash?
a lend (money). f recession. The economicsituationisn'tvery good at
b borrow(money). g u n e m p t o y m e n t . the moment.We'rein a recession.
c inflation. h interestrate.
d mortgage. i crash.
e debt. i boom.
50 pRoNUNctArlonWhich threewords in
a-j have silent letters?Listenand check.
Practise saying the words.

57
 TIME
ouT

Talk about television. c Fitl in the gaps.

How oftendo you watchTV?
channel presenter quiz programme
Whatdid you watchlast night?
show
Whichchannelsdo you watchmostoften?
Haveyou everwatcheda TV programmein English? Who WantsTo Be A Millionaire?is a
rv q1i.
52 NaomiBlake,from the UK, is having
Qa The showis on overa hundredtelevision
lunch with her colleagueValerieGarde,in ,.,,,...,............,s.
Paris. Listen to their conversationand answer
3 The ...,.has been extremelysuccessfu..
the questions.
4 Eachcountryhas a different . .............
.. .
1 Whydo theystafttatkíng
aboutTV programmes?
2 Whichprogramme did Naomiwatchlastnight? Work with a partner.Take it in turns to describe
Who Wonts ToBe A Millionoire?.
3 Whichtwo typesof programme
do theytalkabout?
53 Listen to the second part of Naomi
ln your country do you have the types of
programmeNaomi and Valerie tatked about? and Valerie'sconversation.Answer the questions.
lf so, what do you think of them? r Whatsort of channelis BBC Prime?
2 Whatprogrammes doesValeriefind hardto
pa |s Who Wants ToBe A MillionaÍre? on TV in your understand?
country? Do you watch it? 3 Why does Naomilaugh?
4 Whatare two waysof showingfilmsin another
Read about Who WontsToBe A MÍIlÍonoÍre?. What
language?
does 'When'sit on?' mean in the last [ine?

ii
Celador's global jackpot with
Who Wqnts To Be A MillionqÍre?

Who wants to be a millionaire?Almosteveryone- which

is probablywhy the quiz show with the same namehas
become one of the world's most successfulTV
programmes. Celador,the Britishcompanythat created
the show,has sold it to channelsin 104 countries.
The 'Millionaire'
conceptis the same worldwide;onlythe
i, presenter,languageand currencychange.So far,
rl
I
75 people have answeredall 1 5 questionscorrectlyto
win the big prize.Japanhas the mostwinners:12
I peoplehavewon YlO million. Why has the show been
so successful? As one TV boss said,it's'... as simple
and effectiveas a paperclip'.And 'moneytalks'in
everylanguage.

52
 Me d i a B

53 Listenagain.Completethe sentences Communication practice24. -..>Page 85.

aboutprogrammeson BBC Prime. Work with a partner.
t The WeakestLink is a .......
show.
z MichaeIParkinson presents
a ...............,,,.,,,
show. Tatkabouttelevisionprogrammes.
is a
3 Teletubbies Whatsort of TV programmesare poputarin
4 EostEndersis a yourcountry?
Whattypesof programme do you like most?
Look at the transcriptfor 3e on page 727 and whv?
checkyour answers. I ny o u ro p i n i o nw
, h a ta r et h e w o r s t
programmes on TV?Why don'tyou like them?
E. Fittin the gaps 1-10 in the TV schedulefor
'Tonighton 1'.
Do you thinkwatchingTV is good or bad for
children? Whv?

comedy documentary fitm news

USEFULLANGUAGE
soapopera talkshow weather dubbed
starring presented
Did you watchthat quizshow last night?
Do you have...in your country?lt's a reality
Which programmesfrom the schedule
TV show'
you tike to watch?Ask other
would/woutdn't
peopre
inthesroup. programme
about
lffiJ"r1*.H:"#J5
c Vocabularypractice...) Page 102, Exercise5. about
I watchedan interestingdocumentary
Chinalast night.
d Work in pairs.Take it in turns to think of a TV What channelis it on?
show and describeit. Can your
'--- partner guess
r---' - e
Haveyou got sateltiteor cableTV?
what it is?
rt'sonwednesday
A rt'sa comedy. evenings. 3:.tJ,HT,*i;;jixlli[s orisit dubbed?
B Who starsin it?
A Sam Rockwell
B ls it "'?
...,-.-^.**...'*"'i;'
f'o?
on í 7.00 BlueLight
Tonight ; O -'g-
.,f-^,É
b 7'30 shadowla
2.15 ^,"*,, --
r .- - ^. \ "O
'i . n Worldl
2.00
t.00 Wor|d ..'-.' |1(!.' 7.35 \ c) -C ' rromthe
me
fÍom
\- á.nu y.ul^'.*
il;
-u @-
2... """t'inu^",
. . . Íorecast 1.::
7.4s\ C ".i",t.;
kn ow l e d r
abo ut \ -.'
(-

riffin-ll:,tln:';it*l3Ji1:*
\
uv'-.-r
intoluxurypropu'.y
815
(t u^%
7.3ol3Í5*;;-.,*qYl^:.Í,ffj[,lJill*..
u
8.15\ o \7 la'
9.15
T:f.l
óósert
.-[iy;spetrats
8.45 \ o
9.55
8.o0ix;;;H-':,.,i.fu Y/
fi:ffif,iüi*hersecret.Gar!,spctto.o il
vd ó
o @ tcshow
icshow t''J..#
Special
/ö "^%%
'.*-.-:^ o
intntheStreet. (9 v
escaperrrtuurv"'_^*,rn"r,io0rize.
escapell|tUtrrw---- e'3u :A
9.30
9'30 Ttd @ /^ 10'05 Íoightt
o
trq 9*^ @ o
.= ío - a'..l
ra ll.[ ffir'
8.30Morecomcs'o"- 9.55 zo'{ (9 s.l i F1higr
F1
Tl'.1lln..1iÍ...**'::ff*f$,'j|i.
';ilr"il-:rll,r;-** Black.
]1.nyshane 9.55 "-:t1 u -c nlgr
with chq
11'15
e..o
e'00 t|lflJfi'il*:LerivMan cun @..2C \\ t.oo ?il[.o
it# Fright
.T;..ffiJu.u.,nn,,*..,o.Hl)oou
U,& '"c
;!'
with
C Íuturi
9.3o alk
ilúi il.ilii*h
'...o :
iffi :.'..'--.'
53
 Strategy

rll
proactiv Ft*9"$P'
Ea Talk to a partnerabout advertising.
Whatare yourfavourite adverts?
I ny o u ro p i n i o nw
, h a tm a k e sa g o o da d v e r t ?

Match the words to the photos of differenttypes

of advertising.Writea-e in the boxes.
r ffi pressads
z ! U i t t u o aar d s
: ! fv commerciats
+ ! sponsorship
s ! product ptacemenr

!a 54 Listento AmyVenn,the new

marketingmanagerof Sway,a clothingcompany.
-*;Í!
She's makinga presentation
Whichtypesof advertising
the moment?
to thedirectors.
is Swayusingat *= #- F', ,ir
a

54 Listenagain and answerthe questions.

Whichage groupare Swaytargeting withtheir
pressadvertising?
WhichsportsdoesAmy mentionwhenshe talks
a b o u ts p o n s o r s h i p ?
o
I
3 Why does Swayspendso muchon advertising?
4 How doesAmy suggestcuttingcosts?

Look at the transcriptfor 2b on page t22 and

check your answers.

Write the verbs from these nouns.

Noun Verb
t advertisin
g
2 marketing
3 promotion . pa 56 Amy Venn is talkingto a junior
4 sponsorship colleagueabout productplacement.
Listenand answerthe questions.
55 pRoNutrctATton Listenand repeat1-4.
For each word, undertinethe stressed syllable. 1 Do productplacements alwaysshowthe
companylogo?
Vocabularypractice...>Page 102, Exercise1. 2 Whatproductplacements areveryexpensive?
Work with a partner.Discussthe advantages 3 Whatdid the firstproductptacements
and disadvantagesof the differenttypes advertise?
of advertising. 4 Whichcompanyhad a productplacement in
the film ForrestGumo?
54
I
 Strategy p

56 These sentencesfrom the conversation Are these sentencestrue O) or false (F)?

use the passive.Listenagain and filt in the gaps. 1 A c o m p u t ewr i t ha n A p p l el o g o
r The products !tL' s l ' t ' , t i n f i t m sa n d was shownin ForrestGump. !
TV programmes. 2 ForrestGump was watchedby
2 Often,products to the fitm s f people.
t e n so f m i l l i o n o L _l
companyfor free. 3 Filmsare oftenhetpedby
3 S o m e t i m e tsh, e f i l mc o m p a n y the imageof the Apptebrand. L_l
by the advertiser. 4 Apptewas givenan awardfor
4 S o m e t i m e st h, e n a m eo f a p r o d u c t i n c r e a s i ni gt s m a r k e st h a r e . !
by an actor.
Can you think of any other examptesof
5 | t h i n kt h e f i r s tp l a c e m e n t s
productptacement?Discussthem with
in fllmsin the 1960s,for cigarettes.
a partner.
6 Did you see ForrestGump?TheAppteptacement
verywell in that. Grammarpractice...>Page 102, Exercise2.
Look at the transcriptfor 3b on page 722 and
Communication practice25. StudentA ...1
check your answers.
Page 85. StudentB ...) Page 92.

Passive:presentsimple,past simple
Tatkabout productplacement.
Active Apple uses productplacement. D o y o u t h i n kp r o d u cpt l a c e m e ncta n b e
Passive Productplacementis used moreeffective thanadvertising? Say why.
.ü by Apple. Inyouropinion,what'sthe difference
I
lr(*,: Active Companiesshow productsin films. betweengoodand bad productplacement?
#"
Possive Productsare shown in films.
Active Millionsof viewerssaw the film. USEFULLANGUAGE
Passive The film was seen bv millions
of viewers. In returnfor a payment,the product
is shownin the film.
In big films,the logoson products
are seen by millionsof viewers.
Now filt in the gaps in the articleaboutAppte. Productplacement was usedfor the
Use the passive. firsttime in the 1960s.

g HasAppleenloyed
thefruitsofproduct
placement?
Irrtlrenrovielltrrasl Gtrtttlt, |orrest('lirnrHanks)r'eceives lr I n 1 0 0 +A , p p l eI (gire) zt 'l.ifetime
lettertellinglrin thathe'sbeconre lr nrilliorurit: fionrIrisshares Achievenrent Au'ardfor l)rrrluctPlacentent' bv InteLbLand's
in Apple.Iirrrtstrssuqrilsetl to leam.notjustthatlre'srich.bLrt h t a n c l c h u n n e l . cwo enbr s i t eB.L r t h a td o e s n ' nt e a n t h e
thut'afrLrit corrplul"hln tkneso well.'l'he Applekrgoon conrplul\"s productplacenrents haveresulted in hugesales.
l:olt'cst's I
lettcr . t!:t!i tl!:!! (seu) lt.xot'et75 ntillion ,\lrruuSltrrrfiornbrrndchlurnel.corrr lhirrlsApple's
perplein 199+. Sincethen,thecunputerfirnrhasfucorne a star nrarketshaLe(about2?,of theworlclcornputeL
tlÍthe big ltrlclsrllall scleett.Ntlwaclar's, its pttliltrcts nrarket) is low for a conlpany
. . . , ( s h o u ' ir e g L r l a r il n
v f i l r n sa n i [b i g uhoseplorhrcts ;
'l\
Arrredcan series. (pronolel so nruchon screen.He
'raises
savsthis hugequestions'
Applehas beconre partof the Hollrrvoodsceneryfirra good
aboLrt ptoductplacement. andthat
reason- it hasthe rightinrage.Whenlr newApplelaptcip ' . . . w o f s tp, r o d u cpt l a c e m e n t
(use)bt'a star,it cloesn't at
justlrelprvith
- doesn't realh'work atall.'
pronrotion
of thebrand it alsomakesthefihnor pxlgranme
lookfa.shionable.

55
 What do you know aboutthe 'dot.comboom'of the
!a late 1990s?

Read the review.Why do you think the book is called

boo hoo?

Read the review again and answer the questions.

1 Whatis the book about?
2 Whatsort of companywas boo?
3 Who is ErnstMalmsten?

i$ffims ...a dot.com

{.tffi
Ntd (harles Drazin
lf youwanta change frombooksaboutbusiness
succestboohoois perfect.lt tellstheincredible-but-true
storyof boo.com,anInternet sportsclothing
retailer.
Thefirmwassetupin 1998bySwedish
entrepreneursErnstMalmsten andKajsaLeander. Bothwere28yearsold,andhada strong
trackrecord (inthemid-901they
in business builta successful
Internet
book-selling
firmin
Sweden). Buttheirambitions forbooweremuchbigger...

Work in pairs. Can you completethe chart of boo's 1...d......

1998 .
history? Fill in the gaps 1-5 with the missing text a-e.
o Theyneeded to findinvestors
to raisefinance
a Boo.comwasfinallylaunched
on November
3rd. I forthecompany.
Thecompanystarted making
money... o Theyintended to launchboo.comin May1999.
I
.,.,,,........."'......'...*-
?,-.---t'-\-'--l\J o Bytheendof 1999,theyaimedto have
officesin eightcountries.
5 Thefounders travelled
all overtheworld,meetingI o Inearly2000,theyhopedto listbooonthe
newinvestors.They needed Íinanceforcomputer l stockmarket.
equipment,andto recruit workers.
Theyworked I
extremelyhard,butlivedwell- theystayed in the I
t Boowassetupat theendof theyear. The
besthoteltsometimes flewonConcorde andevenI company openeditsfirstofficein London.
renteda privatejet. I 1999 r
t Thefirminvested
--f*--a-
inexpensive
equipment.
Salesdidn'treachforecasts
andcostswerestill Itspent$2millionona server,
forexample.
c
toohigh.0n May18th,boocloseditswebsite. a 3
A shorttimelater,
thefirmwentbankrupt. t Newspapersandmagazines aroundtheworld
t -*^-.* ^"^ *-?'
-r? -'r' /" #
printed
stories
aboutthefounders.
Theboobrand
6' Beforetheysetupboo,thefounders
planned I quickly
became wellknown.Butthewebsite
still
theirstrategy
carefully. I wasn'topen...
-2.-r--.*^? -^2r-'t - ), +-r)-+ +-s''l
t
r'e Booexpanded fast.lt opened
officesin NewYork, I 2000 . ... butnotfastenough. Boohadto cut
Munich,
ParisandStockholm. Thefirmhired200 I costs.InJanuaryit laidoff130workers.
employees.Bythesummer, salarycostswere I 1s
$'1.4 permonth.
million Butthewebsite launch I
wasdelayed,dueto technicalproblems. I
-?^.?' '
'?J.<*--'

S6
 Strategy p

e Matchthe definitionsto the words a-i. 57 Listenagain and check

i starta new business a invest your answers.
2 find moneyfor.u Uu.,n. b tay off
3 p u t m o n e yi n t oa b u s i n e s s \ c set up Adverbsof manner
4 put (a product) on the market d go bankrupt
It'snot a quickjob. We can'tdo it
5 grow(a business) e cut costs quickty.
6 employ(workers) f raisefinance Our growthhas been gradual.
7 s p e n dl e s s g expano We'vegrowngradually.
8 fire/dismiss (workers) h hire He'sa hard worker.He works hard.
9 c l o s et h e b u s i n e s b
s e c a u s eo f d e b t i launch (irregular)

Vocabularypractice...>Page 103,Exercise3.

What do you think boo's biggestmistakewas? Discuss Grammarpractice...>Page 103,

with a partner. Exercise4.

58 PRoNuNcrArror'r Listenand
repeat.ls the stress in the adjectives
and adverbsthe same or different?
1 careful>carefully
2 easy>easily
3 g r a d u a>
l gradualty
4 Signíficant >significantly

Work with a partner.Make sentences

aboutyourselfusingeach of these
adverbs.

f,a 57 Listento Tony Eltston,an entrepreneur, talking

to fane Rye, an investmentbanker.She's advisinghim on
o carefully o hard o welt
o quickly o easily
business strategy.Are these sentencestrue CI) or false (F)?
I alwayscheckfigurescarefully.
1 Tony'sbusinesshas had problemsrecently. E
2 He'sptanningto builda new factory. Communicationpractice26 ...>
3 H e n e e d st o h i r es o m ee m o l o v e e s . Page85. Work with a partner.
4 He wantsto borrowmoneyfromthe bank. -
5 JaneasksTonyabouthis long-term future. tr USEFULLANGUAGE

Fill in the gaps in these sentencesfrom the conversation. We needto plan our strategy
carefully.
carefully easily gradually hard quickly We'vegrownquicktysíncewe set
sígnificantlywell up the company.
We'reexpandinggraduatly. We're
r The businesshas done tt,r'// overthe lastthree
hiringnewworkers.
years.
We wantto investin new equipment.
To expand , I n e e dm o r et h a ni u s tm o n e y . We needto raisefinance.
I'msureyou knowwhatit's tiketo work .. Lastyeartheyhad to cut costs
sevendaysa week. significantly.
They taid off
4 ...eachyear,yourlob changes 40 workers.
that'sa big change,so youriob needsto
5 ...obviously,
change
6 It'snot a decisionyou can make
You needto thinkaboutyourfuture.

57
TIME
OUT

Talk about the lnternet.

How oftendo you use the Internet?
Whatdo you use the Internetfor?
Whatwebsitesdo you visit mostoften?
How has the Internet
madelifeeasierin the last
ten years?

59 Listen to three people talking about

what they do on the lnternet.Answerthe questions.
Person 1 1 Whatdoes he like aboutthe Internet?
2 What'sthe problemwith usingthe
Internet?
Person 2 3 Howdoes the Internethelosave her
time?
4 Whatdoes she thinkaboutsecuritv
online?
Person 3 5 Whatsortof websitedoes he talk
about?
Whatcan vou do at the website?

Match the pairs to make sentences.

To entersome sites,you haveto type a secret
1 E
wordcalleda
2 ! At somesites,you can comptete a formwith
yourdetailsto Vocabularypractice...r Page 103,
Exercise5.
3 E Thesedays,most softwareis easy to
4 E Beforeyou entera password, you usualty 60 pRotrul{ctATrot Listenand
typeyour repeat the words ending in -er.
5 [] Whenyou'reregisteredat a site,you enter How do we pronouncethe -er sound?
your passwordto register server member user
6! To look for information
on the web vou can
use a Work with a partner.Discuss the
7zSites that acceptpaymentsby creditcard questions.
use a Do you ever downloadsoftwarefrom
8! Whenyou get [argefiles fromthe Internet, the Internet?
theytaketimeto Howdo you searchfor information on
9 ! To use a searchengine,you type in a the web?
1 0 ! lf you pay to haveaccessto a website,we Are you registeredat, or are you a
say you memberof, any websites?
Do you sometimesuse secureservers?
a downtoad. f register.
b install. g searchengine.
c keyword. h secureseryer. Ea Look at three extracts (a-c), from the
webslte of a magazine.Work with a
d t o gi n . i ioin/becomea member. partnerto fitt in the gaps, using the
e passworo. i username. words a-i from 1c.

58 1
I
I
 Strategyp

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b Read the web pages again and answerthe questions. d lmagineyour passwordis
'Elephant'.Why can'tyou enterthe
1 What'sthe difference betweenregistering
and
b e c o m i n ag m e m b e r ? websiteif you type 'elephant'?
2 How do you registerat the site?
Communication practice27 ...>
3 Do you haveto pay to register? Page 86. Work with a partner.
4 How muchdoes it costto becomea member?
5 Whatcan you use the searchenginefor?
USEFUL LANGUAGE
6 What does FAQstand for?
To registerat this site, pleaseenter
c Completethe ontine registrationform. your detailson the form below.
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59
 10 Sotutions

Da. ú.&4 !oo-.*o.nlo i

/Ín.'
Talk about creativity. Work with a partneÍ.lmagineyou'rein the meeting
at Optiptain.Use differentexpressionsfrom 2b to
How creativeare vou?
make these suggestions.
for yourwork?
How importantis creativity
We coutd.... Whvdon'twe ...?
Do you use yourcreativeskillsenough?
. oroduceCDs in differentcolours
pa 67 Listento a team meetingat Optiplain, . use tubesfor packaging
a manufacturer of blank CDs and CD packaging. a makesquareCDs
What are the team discussing?What a look for new placesto sell CDs
suggestionsdo they make?
a thinkaboutnew waysto advertise
b 67 Listenagain. Fittin the gaPs in
these extractsfrom the meeting. pa Haveyou ever heardof Edwardde Bono? Read
the text.Can you comptetethe title of his book?
1A ...Somenew ideas.How +trltltl *"
makethe productbetter?
2A Any suggestions?
B . . . a b o u tc h a n g i ntgh e p a c k a g i n g ? Serious Creativity: Using the Power
We couldchangethe material. ofL Thinkingto Create
3A Yeah.Packaging material. OK. NI
c a b o u tc h a n g i ntgh e s i z e ?
4C No,the pack.Why we sell It is oftensaidthat,to thinkof
moreCDs in a pack,for examPle? n e wi d e a sy, o un e e dt o ' t h t n k
5 A So, biggerpacks.Theycouldbe smaller, laterally'. Mostpeopleknowthis
. t h i n kd t í f e r e n t Ibyu, t,
as well. meanS
don't know it's a specific
B Why settbig boxes- big
technique developed by Edward
storageboxes...? Edward de Bono
de Bono.Dr de Bono,whofirst
6 B Thenyou wouldn'tneedpackaging. e x p e r ti n
u s e dl a t e r atl h i n k i n gi n 1 9 6 7t,s a l e a d t n $
A So that be a new Product. t h i n k i n gs k i l l s H e h a s w o r k e da s a c o n s u l t a nf to r
A storagebox. companies and governments all overthe world.He has
7 A That'sa good idea.We . use alsowritten46 books,includinS SeriousCreativity,which
that idea with the storagebox. explains howto uselateral thinkin$ ideas.
to create
8 A That'san idea. Whatwouldhappenif ...?
0neof Edwardde Bono'smeative thinkin$ techniques is
Look at the transcriptfor 2b on page 123 'provocation'. Insimpleterms,this meansmakingcrazy
and check your answers.
o r i m p o s s i bsl eu $ $ e s t i otnosh e l py o ut h i n kl a t e n a l l y .
Vocabularypractice...r Page 103, Exercise1.

6o
 So l u ti on s1 0

What skills and techniqueshas Edwardde Bono Talk aboutthe discussionat Optiplain.
developed? W h a ti d e ais created?
62 Two colleaguesfrom the researchand Whatdoes it show aboutlateratthinking?
developmentdepartmentat Optiplainare using

3
lateralthinkingto createnew ideas.Listenand Secondconditional
filt in the gaps 1-4.
lf we did that,we'd have problems.
could would couldn't wouldn't (we'd= we would)

- L e t ' st h i n ka b o u tp a c k a g i nagn d lf we used plastic,we coutdmakeit

s t o r i n gC D s . tighter.

la -
I O K .W h a tw o u l dh a p p e ni f y o u
madepackaging fromwater?
- Yout ontyuse waterif 63 PRoNUNcrArror Listenand
you frozeCDs in ice.
repeatthe sentencesin the grammarbox.
g Obviousty, you 2 ,,,,,,,.. ,...,, use ice Copy the stress and intonation.
for packaging CDs to setlin
s h op s . g Grammarpractice...>Page 103, Exercise2.
not ...? F------l No. But tet'sthinkaboutthe
p o s s i b l ea d v a n t a g eosf p u t t i n g h Work with a partner.Discusswhat you'd
C D si n i c e . do, or what would happen,in these
- situations.
y o u s t o r e dt h e mi n i c e ,i t
]c I lf
protectthemfromfire 1 lf my ideaswerealwaysbetterthanmy
orthieves. colleagues'...
You couldstoreimportant data 2 l f a c o l l e a g uset o l eo n e o f m y i d e a s. . .
s a f e l yo n C D - R O Misn b i g b l o c k s 3 lf a boss oftentold employees their
of ice. i d e a sw e r es t u p i d. . .
Y o uc o u l db u i l da n ' i c ed a t ab a n k ' + lf I inventeda waterengine,for cars, ...
for storingdatasafelyand
permanently.
Communication practice28 .,.>Page86.
J - A n d i f i t w a s i n a c o l d c o u n t r vi t
Work with a partner.
4 be exDensive.

Now fill in boxes a. b and c with these terms: Talk about lateralthinking.
D o y o u t h i n kl a t e r atlh i n k i n g
works?
specificideas provocation lateralthinking Do y o u think y o u c o u l du s e l a t e r atlh i n k i n g
i n y o u rl o b ?

USEFUL LANGUAGE

We couldchangethe packaging.
r't
Why don'twe use a differentmateria[?
in
'or Why not havepaperpackaging?
.t1
ras i Whatabouthavinga numberon eachCD?
tcn Howaboutsellingbig boxesof CDs?
Good idea.That'san interesting idea.
lf we did that,it wouldcost [ess.
ts
)zy

6t
 Work with a partner.Do you agree with Sandra?
!a Read the commentsabout decision
making.Which do you agreeand
d
Compareher views with any experiencesyou have.
disagree with? Say why.
'l thinkit's bestto tell peopte
should, have to
whatyou reallythinkof their
suggestions, and to be direct.' I thinkwe should developthis product.
'lf you don'tagreewith In my opinion,we shouldntmakea decisionyet.
someone's idea,it'simportant We have to make a decisionsoon.
not to criticisetheirsuggestion.' We dont have to decide now.
'ln companies, it's bestto make
groupdecisions.lt'simportant
that all the teamagrees.'
' l n t h e e n d ,o n e p e r s o nh a s t o Grammarpractice...r Page 103, Exercise3.
makea decision,evenif the
othersin the teamdon'tagree.' 65 pRor{ul{crATror Listenand repeat.
What happens when should is followed by a vowel?
1 We should_actnow.
2 You should ask Mikeaboutthat.
3 We should_investin a new factory.

g Work with a partner.Discuss things you should/shouldn't

do in these situations.
r lf you visita customer...
2 lf a customervisitsyou ,...
U SandraFrankshas 3 Whenyou go to a iob interview ...
workedas a trainingmanagerin 4 When you give a presentation
...
severalinternationalcompanies.
Listen to an interviewwith her. Read the article.What techniqueis described
Qa and why was it developed?
What generaladvicedoes she
give about:

. ooliteness?o criticism?
o changinghow you communicate?

6tr Listen again. Underline

the correctwords so that the I n t h e W e s t , s u g g e s t i o n sa r e u s u a l l y c r i t i c i s e d
sentencesare true. i m m e d i a t e l y .C r i t i c i s m i s s e e n a s t h e b e s t w a y
to improve ideas and make good decisions.
1 ln Germany, you should/ In Edward de Bono's view, this is wrong.
shouldn'tbe very direct. H e b e l i e v e sc r i t i c i s m i s i m p o r t a n t ,b u t s h o u l d n ' t
2 ln the UK,you have to/ take priority. To solve this problem, he
don't have to agreeall the time. developed the'Six Thinking Hats', which
companies such as IBM and DuPont have used
ln fapan,you should/shouldn't . hen the techniqueis used in a
s u c c e s s f u l l yW
criticisepeopledirectly. m e e t i n g ,t h e c h a i r p e r s o na s k s t h e g r o u p t o
'put on' imaginary hats of differentcolours.
4 In Japanese companies, they
oftenhave to/don'thove to Each hat is 'worn' for a specific type of thinking.
makedecisionsin groups. Only one is forcriticism.

6zl
 Solution s1 0

b Match the pairs to describethe 'Six ThinkingHats'.

1 L o o ka t i n f o r m a t i o n . a Createideas.

3 Makenew suggestions. b C o n c l u d ae n d m o v eo n .

a G i v ei m m e d i a tree a c t i o ntso i d e a s . c Discussonlythe advantages.

Say what'sgood aboutideas. d Discussonlythe disadvantages.

a Criticiseideas. e Discussonlythe facts.

a M a n a g et h e d i s c u s s i o n . f Discussfirstfeelingsaboutthe ideas.

66 The directorsof Altora,a drinks

company,are considering openinga new
factory.Listen to six extractsfrom the
meeting.Match each extract(1-6) to
one of the 'Six ThinkingHats'.

t\ a (information)

2 \b
a (suggestions)

3c

4 d
a (firstreactions)

(goodpoints)

5e (criticism)
a
6f (management)
a
Fill in the gaps in these sentencesfrom the Communication practice29 ...>Page86.
meeting. Work in groups of threeor four.

benefits idea option proposals Talk about the 'Six ThinkingHats'.

recommend worried
D o y o u t h i n kt h e t e c h n i q uw
e orks?
1 | thinkwe shouldconsiderthat ,,1yt\,,qy I ny o u ro p i n i o nw, h i c hh a t sa r et h e e a s i e s t
It'sa possibitity. and mostdifficult to 'wear'?
2 Therewoutdbe a lot of if we just D o y o u t h i n kt h e t e c h n i q uw
e o u t dw o r ki n
had one plant. y o u rc o m p a n y ?
3 I t h i n k w e s h o u l d i u s t c o n s i d e rt w o o r t h r e e
)

!
USEFULLANGUAGE
4 I d o n ' tt h i n k i t w o u l d b e a g o o d
to spendso much. Let'sdiscussthis proposal.
5 I'm a b o u t t h e e c o n o m i cs i t u a t i o n . Thisideawouldgive us severalbenefits.
I t h i n k i t ' st o o u n c e r t a i n . I thinkwe shouldconsiderotherootions.
6 I ir<,t rnrnrrldn't qrch a hio We haveto makesure it's not too
investment. expensive.
I'mworriedaboutthe cost.
e 67 Listenand check your answers.
I wouldn'trecommend doingthat.I'd
f Vocabularypractice...>Page 104, recommend the otheroption.
Exercise4. I don'tthinkit'sa good ideato do that.

63
 TIME
OUT

lr
pa RachetBarden is travelling to a conference
in lceland.Read the text messagesshe sent
to her colleague,Ross Owen,duringthe trip.
Put the messages in the correctorder.
Numberthem 1-5.

líIssEDcoNN€cTloN
;E
-Í? 50 HáDTo cáTcH
TRAIN.
::';.'
:T{

ON BUS INTO TOUN HI ROSS.ON

Ta[kabout tÍansportin your country.
What'sthe most reliableway to travel?
What'sthe cheapestway to travel?
Are theremanyproblemswiththe
trains/buses
/roads?
DIDNT REALIS€ ÍT TRáIN To B,Hálí
IJAS A SAKH TRIP
álRPoRT.
Answerthe questionsabout Rachel'strip.
t Wheredid Rachelchangetrains?
2 W h yd i d s h e a r r i v el a t ei n L o n d o n ?
3 On whichpartof hertrip did she haveto
stand?
4 Howdid she get fromthe airportto Reykjavik?
5 Why is she surprisedwhenshe arrivesin
lceland?

Find words in the text messagesto complete

1-8.
t changefromone trainto another=
a Lllll!lt]!'tlL.!!l
2 takeatrain .atrain
3 arrivetoo latefor a train: a train
4 late
5 whatplanesdo whenthey leave
6 whatptanesdo whentheyarrive
z what you do beforea ftight:

**'*Hüli:il. a whatyou do whenyou'rein a hurry=

htTH-::H"'
 Solution s1 0

Work with a partner.Sum up Rachel'strip. 70 Listen to three conversations

Say what happened,and what problemsshe abouttravel problems.Make notes in
had, duringeach part of the journey. the chart to sum up the probtemand
describethe sotution.
68 Listen to Rachel having a conversation
!a duringher trip.What city and place is she in? Location Lrrl Lt t,-LtiD
4
Problem
68 Listen again. Are these sentencestrue
I

(Í) or fatse (0? Solution

r The nexttrainis at 9.30. LL)
l-=
Location
ticketis OK for the
2 Rachel's nexttrain. tr 2 Problem
3 She couldbook a seaton the nexttrain. tr Solution
4 She couldgo firstctassif she paid more. !
Location
5 She changesher ticket. D 3 Problem
ó The nexttrainis runningon time. !
Sotution
Fill in the gaps.

cancel refund supplement upgrade valid Communication practice30. StudentA

...) page 86. StudentB ...>page 93.

A Do I get my moneyback?
Tatkabouttravel problemsyou'vehad,
B Yes,We can give you a r+Íilttt{. for exampte:
I can'tgo, so I wantto the
o long delaysand cancelteddepartures
reservation.
o missingimportant trainsor flights
Can I the ticketfromsecondclass
to firstclass? o problemswithticketsand
reservations
A Wouldit costany more?
o trafficiams
B Yes.You'dhaveto pay a ,......,,........,,...
.
You can'tuse thatticketon this train.lt'snot
USEFULLANGUAGE
(?
Vocabularypractice...r Page 104, Exercise5. lVe missedmy connection.Can I catch
the nexttrain?
69 pRoNurcrArror Listenand repeat.
ls this ticketvalid on the nexttrain?
How do we say the underlinedsounds? Tick (/)
lf I cancelthe ticket,will I get a refund?
the boxes.
lf I changethe reservation, will I have
lÍl ltll
to pay a supplement?
t cancellalion a! Are thereany seats in firstclass?Can I
2 catch !! upgrade?
3 connection !! ls the trainrunningon time?
4 checkin ID The flight'sdelayed.
5 change !!
ó reservation !tr

o5
 Transport

!a Work with a partner.Look at the title of

the articleand photos.What can you say
c Undertinethe correctwords so that the sentences
are true.
about Maglevs? 1 To get to the airport,you needto go into/outof
Read the articleand answerthe questions. t h e c e n t r eo f S h a n g h a i .
2 To get to the airport,you get on/offÍheMaglev
1 Whichtwo placesare connected by the
at LongyangRoadStation.
Maglev[ine?
3 The tracktakesa directroute.lt goes
2 What'sthe maindifference betweenMaglevs across/aroundthe city.
a n d n o r m atl r a i n s ?
4 The trackis at a high level.lt goesunder/over
3 What'sthe bestthingaboutMaglev the streetsof Shanghai.
technology?
5 The Maglevtravelsiust below/abovethe track.
+ What'sMaglev'smaindisadvantage?
6 The Maglevis tiftedup/downby magneticforce.
z The Maglevis pushedalong/through the track
by magnets.

430KM/H'MAGLEV'AIRPORT SHUTTLE TAI(ES OFF IN SHANGHAI

hen you get on the of'flying' above the track is that

train at Longyang
Road Station in
Shanghai,you know it won't be
long before take-off - and not
just becauseyou're going direct
to Pudong InternationalAirport.
Thanks to the cityt new'Maglev'
train, you don't have to wait to
get on a plane before you leave
the ground - you take off before
you come out of the station.
Maglev is short for'magnetic
levitation'. The system was
developed by the German firm
Transrapid.The train is lifted off
the track, to a height of about 1
cm, by electromagnets.It's then
pushed along the line by the
same magnetic force, up to its
maximum speed. The advantage
there'sno need for wheels or
other moving parts, which use a
l o t o f e n e r g y .T h i s m e a n s t h e
train can travel extremely fast:
up to 430 km/h. Ií Maglev
technologyis economical to run,
however, it's not cheap to build.
The cost of the 30 km track
across Shanghai was a huge Prepositions:position and movement
$1.2billion.
Will Maglev change the
The Maglevtravelsabovethe track.
future of train travel? Clearly,
costs need to come down before The train is tiftedup by magneticforce.
l o n g - d i s t a n c et r a c k s a r e b u i l t . You get off the trainat the airport.
But many believe the technology
will take off becauseof its high-
speed potential. Travelling the
full length of Germany or France,
for example,would take just over d G r a m m a r p r a c t i c e. . . >P a g e 1 0 4 ,
two hours on a Maglev. E x e r c i s e1 .

66 I
I
I
 Transport11

Work with a partner.Say as much as you can aboutwhat these things do

re-
and how they work. Use prepositionsfrom lc.

\,--J

helicopters submarines hovercrafts carferries spaceships

d a Look at the drawingof a componentfrom

a high-speedtrain.With a partner,filt in the
gaps wlth the dimensions. 200mm
1 Lengthof plate: lt's 1.2try tong.
2 Widthof plate: lt's wide.
3 Thicknessof plate: lt's thick.
50mm

-r
4 Heightof tube: lt's high.
I
5 Diameter of tube: lt's wide.
6 Totalweight: lt weighs I

7t LindseyGamble,an engineer,is
giving a presentationat a conferenceon rail
transporttechnology.She's talkingabout
high-speedtrain design.Listenand answer
the questions. 73 pRoNur{clArronListenand repeat
the words.Are the undertinedsounds the
1 What'sthe firstdimensiontraindesieners
same or different?
haveto look at?
the same different
2 What'sthe oroblemwithstandardrail
tracks? r wide width !g
3 Why aren'ttrainsveryeconomica[? 2 narrow shallow !!
3 height weight !!
Can you completethese sentencesfrom the
4 around through tr!
conversation?Underlinethe correctwords.
s length depth trtr
1 How long/wideis the track?What'sthe
distancebetweenthe rails?
6 thickness less trn
Ihe height/weight of the train is also Communication practice31. StudentA ...)
limitedby the widthof the track.
Page 87. StudentB ...1Page 93.
So, for betterstability,a wide/narrow track
is better.
Take it in turns to describean obiect in the
4 To hetpthe trainstayon the track,you room for your partnerto guess.
make it quite heavylight ...
wide.lt'stwo
A lt'saboutthirtycentimetres
5 lust look at the big, thick/thinpiecesof
steelusedin trains... and a halfmetresabovethe floor.
B ls it the clock?
72 Listenand check your answers.

Vocabularypractice...t Page 104, Exercise2. USEFUL LANGUAGE

What'sthe length/width/heisht/thickness?
How long/wide/high/thick is it?
ls the track short/narrow/low//thin?
What'sthe weightof the train?ls it light/heavy?

6t
 Health and safety

!a Work with a partner.Put the iobs in order of

how dangerousyou think they are. Write 1-7
.t in the boxes (1 = the most dangerous).
t
I Discuss reasons for your answers.
I
rl ! accountant
! builder
! farmer
! fire fighter
E Pilot
! poticeofficer
! teacher

Match types of protectiveequipmentto the

safety signs. Write a-g in the boxes.
r fl mask
z ! hardhat
3 E ear protection
4 ! eye protection
S ! protectivegloves
6 D highvisibitityclothing
z ! protectiveshoes or boots

c With a partner,give examples of iobs where

workers need to wear the protective
equipmentin 1b. Say why they need it.

!a Workwith a partner.Tatkaboutsafetyfor
airportemployeeswho workon the tarmac
aroundplanes.Make lists of the dangers.
Whatsafetyprecautions do workersneed
to take?

Dangerc Safetyprecautions

b lc Listen to Dennis Addie, a safety

officer,giving a training course to some
trainee airport workers. Comparewhat he
says to your lists in 2a.
 Transport11

74 Listenagain and answer 75 Listenagain.Filt in the gaps with

the questions. must or mustn't.
1 What'sthe biggestdangeron the tarmac? 1 lt'sall aboutprocedures, in fact.Pilots
2 Why is the dangerin question1 worse .....u,t.1!;5,t.....
know exactlvwhat to do in
at airoorts? a [ [s i t u a t i o n s .
3 Whichworkersneedto wearear orotection? 2 . . .y o u n e e da m i n i m u mn u m b e o
r f hours
4 What'sthe problemwithear protection? flyingtime.You ,, haveat least
1 , 5 0 0h o u r s .
5 Whatotherwordsdoes Dennisuse for
dangerand dangerous? 3 We havea lot of checklists. Thereare things
you . ...... . . alwayscheckbeforeeach
Look at the transcriptfor 2b on page 124. flight.You . take off untilyou've
Find words to complete1-6. checkedeverything.
1 stop accidentsfromhappening= 4 lf you'reabovea certainspeed,the
procedure is, you try to stop.
tt I
/tt'r'u-t't accidents
2 take actionto stoo accidents=
take i must
3 you can do it if you want= you're
Atl pilots must have a licence.
to do it. (: Theyhave to have one.)
4 it's not permitted = you're
You mustntcarrydangerousitemson
to do it.
Planes.(: You'renot allowedto.)
5 safetyrules : .....and
safety
6 standardwaysof working:
standard Grammarpractice...>Page 104, Exercise4.
€ Vocabularypractice...>Page 104, Exercise3. With a partner,make a list of things you
must/mustn't do when you go to an airportor
El a Work with a partner.Read these sentences. get on a plane.Compareyour suggestions
l!
Use a dictionaryto help you if necessary. with anotherpair of students.
Do you think they are true (Í)or false (F)?
You mustcheckin two hoursbeforeyourftight
t Airlinepílotshaveto be over leaves.You mustn't....
28yearsold. tr
Forinternationat flights,the pilots Communicationpractice32 ...>Page87.
haveto be able to speakEngtish. ! Workwith a partner.
T h e p i t o th a st o w a l ka r o u n dt h e
planeand checkit beforeeachflight. ! Talk about safetyin your iob, companyor
A olanecan'ttake off if thereare industry,or anotherindustryyou know about.
smatlcracksin the wings. ! Whatare the maindangers?
Planesare neverallowedto take off
n
Whatsafetyprecautions mustworkerstake and
i f a n e n g i n ei s n ' tw o r k i n g . whatprocedures musttheyfollow?
';>
-'L
€j4L USEFULLANGUAGE

Whatare the healthand safetyregulations?

What'sthe correctprocedure?
You mustwear ear/eyeprotection.
This is a hazardousmaterial.
What protectiveequipmentshould I wear?
75 Now listen to an interviewwith You'renot allowedto smoke here.
Mike Collins,an airline pilot. Checkyour
answersto 3a.
69
TIME
ouT

!a Have you ever travelled on board a ship, or

been on a cruise? Talk about the experience.

What do you know about cruise ships? What

sort of facllities are there on board?

Ea Work with a partner.Read the brochureabout

the Serena, a large cruise ship. Write the
correctheadings above the paragraphs.

Electricalsupply Entertainment
Fitnessfacilities Foreignexchange
Laundry Takeit easy
Television Yourroom

I .......T,tk+:
t-tti,t!t
You'llhaveall thetimein theworldto enjoythe The Serenahasmusicfor everytaste,andfrom
view,anda cooldrink,from one of Serena's
many everyera,with regularliveshowsin the cabaret
lounges, barsandsundecks. barbythe ship'sown band,TheSerenades. ln our
nightclub,
ForceL2,thedancefloor rocksevery
nightwithtop DJ,Jeggar Marvin.
Why not startthe daywith a swim(therearethree
swimmingpoolsto choosefrom),thenjog around
the deckon the ship'son-boardrunningtrack A full rangeof international
satellitechannelsis
(earlybirdscanwatchthe sunrisefromthe ocean). available on board.Viewingis subjectto a small
Finishwitha workoutin the gym,havea quick additional charge.Pleaseaskat reception.
sauna,thengo for breakfast,
knowingyou'vereally
earnedthat extraportion! 6

All socketsareUS format.InternationaI

adapters
areavailablefor purchase
on the ship.
We offerthreeclassesof cabin:Voyager, Explorer
(withseaview)andCrest(withbalcony). 7

Al[ classesareavailablein the followingformats: A next-day

serviceis available,
for a smallcharge.
o S i n g l ec a b i n Pleasenote,thisdoesnot includedrycleaning.
o Doublecabin(available withdoublebedor
twinbeds) B
o Familycabin(doublebed+ bunkbeds) All majorcurrencies
areavailable,including those
All cabinshavea washbasin, showerandtoilet. requiredfor shoreexcursions.
Pleasenotethat
CrestClasssuiteshavea bath. cashpurchases cannotbe madeon board.
Purchases arechargedto yourbill or creditcard.

70
 Transport11

!a 76 Listen to three conversationsat

the informationdesk on the Sereno.
Answerthe questions.
Conversation1
1 What'sthe gym calted?
2 How manysaunasare thereon the ship?
Conversation2
3 Why doesn'tthe TV in the man'sroom
work?
4 How muchdoes it costfor television?
Conversation3
5 Whatdoes the womanwantto book?
6 Why is it necessaryto reserveseats?

77 Listenand repeatthe sentences

b Findwords in the texts to complete 1-12.
1 a roomwhereyou can sit and relax: a l+:!!t!+l+:
2 a placeto go for a drink = a ......................
3 a placewhereyou wouldfindexercisebikes: a
=
a smatlroomwith a veryhightemperature
4,,....,....,,...,....,
5 a g r o u po f m u s i c i a n: s a . , .
6 a placewheremusic'splayeduntillate:
a
7 a b e d r o o mo n a s h i p : 6
I for one person
9 for two people
10 an areaoutsidea windoq whereyou can sit
d
17 you standunderthis to wash= a .......
,....
72 whereyou plugin electrical
appliances :
d
from the conversations.
Copy the intonation.
1 He[[o. I'dtikesome information
about
the gym.
2 ls it opento everyone?Can anyonego in?
3 | thinkthere'sa oroblemwiththe TV in
mv room.
4 Are thereany ticketsleft?
5 And how muchare thev?
6 OK, so can I book two seats,please?
Look at the transcriptsfor 3a on page 125.
Practisethe conversationswith a partner.
Change roles. Try again from memory.
practice33. StudentA ...>
Communication
Page 87. StudentB ...) Page 93.
Talk to a partner.Would you like to go on
a cruise?What would you do on board?Say
what you'd like and what you wouldnt like
aboutspendingtime on a ship.

:
!3 neededif ptugsand socketsare different USEFULLANGUAGE
4n,..--..---..--..---..-
74 a servicefor washingdirtyclothes Can anyoneuse the gym?ls therea sauna
15 changingcurrencies in there?
I thinkthere'sa problemwith the shower
C Vocabularypractice...>Page 105, Exercise5. in my room.
d Work with a partner.Can you guess which of the Do you sell international
adaptersfor
facilitiesbelow were on the Titanic in 7912? electricalsockets?
I'dtikesome informationaboutentertainment
o loungesand bars o a band . a gym
on board.
. a sauna o a nightclub o electricsockets
ls it free?
o electriclights o lifts . a swimmingpool
o toiletsin cabins Thereba smallcharge.

71
 Agendas

Talk about meetings.

How oftendo you go to meetings?
Whatsort of meetingsdo you
attend?
H o wm u c ht i m ed o y o u s p e n di n
meetings?

!a 78 Listento the discussion

at the start of a meetingat CC
Software.Answer the questions.
1 Why can'tlohn Gatescometo
the meeting?
2 Whathappenedlastweek?
3 What'sthe aim of this meeting?

Can you filt in the gaps in these

sentencesfrom the meeting?

agenda apologies attend

called chair circulated hold
item minutes take
c 78 Listenagain and check your answers.
...john Gatescan'tmakeit. He
sends his ,r/l:).1:l,J!:.:1 . d Vocabularypractice...>Page 105, Exercise1.
John'saskedme to . .. e 79 pRonur{ctATton Listenand repeatthe words.
t h e m e e t i n gs,o I ' mi n t h e h o t Are the underlinedsounds the same or different?
seat!
OK, first,has everyonegot an the same different
? l o h nt o l d m e c o p i e s
were . .. .. ....... on Monday.
1 at oltend ! a
2 it item tr !
I got the agenda,but I didn'tget
a copyof the ........from
I old hotd tr !
the meetinglastweek. 4 late circulate tr !
...you a[[met lastweekto talk 5 tog apologies tr !
aboutthe conference. I didn't
. I wasn'there Work with a partner.Say sentencesthat mean the same
lastweek. as 1-6. Use words from the box in 2b.
No,we didn't .....,..a r Whatare we goingto discussin the meeting?
meeting. We didn't l.Ulnt'.s r,n t /rr' rtq t'rt{d ?
minuteo s r a n y t h i n .g. . 2 | sent the agendato everyonelast Friday.
So, we've this
3 | wasn'tat the last meeting.
meetingto talk aboutthe sales
conference ... 4 john'ssorrybut he can'tcome.
8 So, let'slook at the first S Why havetheyarrangeda meeting?
on the agenda... 6 Let'slook at the first point on the agenda.

72
1
 Agendas 12

E. 80 Listen to four short discussions (a-d) from the meetingat CC Software.Match each
one to an item (1-7) on the agenda.write the numbersof the items in the boxes.
D i s c u s s i o n!a D i s c u s s i obn! D i s c u s s i oc n! D i s c u s s i o n!d

I
r
Meeting Agenda Planningmeetingfor the sales conference
Date 25th May Time 2.00 pm Location CC SoftwareHe
Participants VictoriaCarr,Amelia Donovan,John Gates. Georoe
Lands, Lucy Ben, TrevorRay
Chairperson Joh*.€ a te+,, ,i, , ,,,...',,,,
Ao I '.1t', .) .i,, ,.'-c^,'a,,

Item
1 Conferencetheme
2 Groupmeetings: Agendas?Participants?
3 Presentations:Subjects?Presenters?
4 Social events:What? Where?
5 Location
6 Dates
7 Any otherbusiness

80 Listenagain.Underlinethe words you hear. Communication practice34 ...>Page87.

a lll'll call them as soon as welwe'llfinish. Work in groupsof threeor four.
b So beforewelwe'lldecide, tlt'llvisitalIthreehotels.
c We don'tlwon'tbook untiIwelwe'llget repliesfrom Work with a partner.In your opinion,
thebranches. what makes good meetings?Discuss
d l l l ' l l a s kh i m w h e nl l l ' l l s p e a kt o h i mt o m o r r o w . these points.
o t h e l e n g t ho f t h e m e e t i n g
Look at the transcriptfor 3b on page 125 and check
o t h e t i m eo f d a y t h e m e e t i n gi s h e l d
your answers.
o t h e n u m b e or f p e o p l ew h o a t t e n d
o what'son the agenda
Time clauses
. preparation
l'il call you when I get to the station. o how the meetingis chaired
I'll phoneyou as soon as I arrive.
We wont start beforeyou arrive. USEFUL LANGUAGE
We'll wait untileveryone!s here.
Whereare we goingto hotdthe meeting?
Who'sgoingto chairthe meeting?
Who'sgoingto takethe minutes?
Grammarpractice'.'>Page 105, Exercise2. I missedthe last meeting.
Fredcan'tcome.He sendshis apologies.
Work in pairs.Make sentences.
The lastitemon the agendais 'anyother
| / phoneyou / whenI I I Sethome. business'.
| / write/ report/ beforeI I I leavework. I'llcirculate
the minutesnextMondav.
| /work I untilI | / finish/ iob .

73
 How often do you talk about discussions
!a you had with other people? Think about:
o takingand receivingtelephone
messages
whatwas discussed
. tellingcolleagues
in meetingsthey didn'tattend
o givingfeedbackaboutdiscussions
with customersor suppliers
Do you think the followingopinionis
true? Can you give examples of it?
'lt's easy to reportthe factsaftera
meeting.lt's moredifficultto report
people'sopinionsor feelings- and this
can be veryimportant in business.'
!a Read the email and answerthe
questions.
r Why did AmeliaphoneSam and Mai?
2 Howsuccessful wereher discussions
withthem?
3 Why did she speakto Tom?
4 Did Tomtell her whatshe wanted
to know?
o30
To: Victoria Carr From: Amelia Donovan
Subject: Chinese culturespeakers
HiVictoria,
I spoke to Sam Wu yesterday,and he agreed to be one of our
'culturespeakers' at the conference.Unfortunately,he's
reluctantto make a presentation.He said he was happy to
answerquestionsin the groupdiscussion,though.I also spoke
to Mai Cheng. She's very keen to give a talk, which is obviously
good news.
So I think,with the two of them,we can arrange a presentation
followedby a Q&A session, or somethinglike that. Mai is going
to thinkof some ideas, and meet Sam next week, so they can
discussthem.I told her we were happyfor her and Sam to
decide what to talk about.
'surprisegifts'for the conference.He
I also called Tom about his
refusedto say what they are! He's decided not to say anything
untilthe last minute,but he has promisedto tell me what they
are a week beforethe conference.I don't know what he's
planningbut,knowingTom,it'llbe something'different'!
Regards,
Amelia
Amelia Donovan
Sales Consultant- CC Software

Work with a partner.Fromthe email, work out what Sam, Now write the parts of the email that
Mai and Tom said to Amelia on the phone, before she wrote match your answers in 2b.
the email message.Circle the correctanswer:a or b. ,nt/tttr,'
t ln. ldt.t,ci to" - "1,,,
- - " -o,,,. " ' r ""ottt.
- - " - " - oÍ
1 Sam:@Yes, OK, I'llbe a speaker. lp+ukt.,:l
b I don't reallywant to be a speaker.
Sam: a I'd love to makea presentation.
b I don'treallywantto makea presentation.
Sam: a I'llanswerquestions.
b I don't reallywant to answerquestions.
Mai: a I'd love to makea presentation.
b I don'twant to makea Dresentation.
Tom: a OK, I'tltelt you what the giftsare.
b No, I'mnot tellingyou whattheyare!
6 Tom: a Wait untilthe conference!
b I'll tetlyou a few days beforethe conference. Vocabularypractice...) Page 105,
Exercise3.

74
 Agen d as1 2

81 pRoNuilcrArronListenand repeat.How 83 Listento Victoriaphoning

does the finat-d in the verbs changein the sentences? Georgelater.Answerthe questions.
t agreed help.
He agreed_to 1 Whatdoes Victoriasav aboutthe
2 refused Theyrefused_todo it. DarlevHotel?
3 promised She promisedto send it. 2 W h a td o e ss h e t h i n ka b o u tt h e
hotel'souote?
I What'sGeorgegoingto do
!a 82 Listento a phone call betweenVictoria
Carr and GeorgeLands.Answerthe questions. tomorrow?
4 What'sVictoriagoingto do now?
r WhatinformationdoesVictorianeed?
2 DoesGeorgehavethe information?
3 Where'sGeorgegoingnext?
4 What'she doingthis afternoon?

82 Listenagain.Are these sentencestrue CÍ)

or false (É)?Changethe false sentencesto make
them true.
Georgesaid the documents
werein
E
the computer. It)
2 H e s a i dh e c o u l ds e n dt h e mb y e m a i l . tr
3 V i c t o r i saa i ds h e n e e d e dt h e d o c u m e n t s
today. !
Georgesaid he wouldsendthemafter
hismeeting. !
He said he wouldbe in the officethis
afternoon. tr
V i c t o r i saa i ds h e w o u t dp h o n eh i m
latertoday. tr f Work with a partner.lmagineyou're
VictoriaCarr and your partneris lohn
Reportedspeech Gates.Tel[your partnerwhat you
'l'm verybusy.'>He said he was very busy. discussedon the phone with George
'l have a copy.'> He said he had a copy. Lands (in 3e). Changeroles.
'l can emailit.'> He said he couldemaiIit.
Communication practice35. StudentA
'l'[[send it.' > He said he would send it. .'.>Page88. StudentB ..') Page 94.

USEFULLANGUAGE
Grammarpractice...>Page 105, Exercise4.
She promisedto finishthe report
Work in groups of three.Take it in turns to give a this week.
messageto the personnext to you. He/Shesays He agreedto increasethe budget
the messageto the thlrd studentin the group. by 10olo.
(lnventyour own messageor use one of these.) We'vedecidednot to startwork yet.
'l havea copyof the agenda.' He said he was happyto attend
' l c a n e m a i lt h e d o c u m e nlta t e r . ' and was keen to give a talk.
' l ' t ts e n dt h e e m a i Ia f t e rl u n c h . ' He doesn'ttikeflying,so he was
'l don'thavethe minutesfromthe last meeting.' reluctantto go by plane.
'l can'tmakeit to the meetingtomorrow.' They refusedto do the work because
it was too dangerous.
'l'lIcattlater.'

75
 Politephrases Smalttatk

ll- . work with a partner.write a tist of thingspeoptedo and say

whentheywelcomevisitorsto theircompany'
Canyougiveexamptesofhowpeoplefromdifferentcountries
welcomevisitors?

aa w Listen to four short conversationswith a visitor, in a

company.Match them to the photos (a-d). write 1-4 in the boxes.
r! z! 3! 4E
t_

I
I

Work with a partner.Look at the transcript u Listenagain. Now write the replies
Íor2a on page 126. Find sentencesfrom the
in 2b.
to the sentences
conversationsto match1-9. t Tltt'; L,l|i, 6
gn t i m e
r A p o l o g i s i nfgo r n o t a r r i v i n o 2 ..., 7
3 8
5:,tl.!/l!ry IÍl.
9
2 Invitingsomeoneto go througha door before 4 . . . . .... .
you 5 ...

d Vocabularypractice"'> Page 105, Exercise5'

3 S a y i n gs o m e o n ew i l l c o m et o m e e ty o u s o o n
e Work with a partner.Practisewelcoming
4 Invitingsomeoneto sit down each other.

5 Askingif it's OK to openthe window

pa When peoptemeet,they often make'small
'smatttalK mean?
l tatK. What does
;i
Work with a partner.Make a tist of poputar
lt 6 a break
Suggesting
subiectsof smatl tatk.Suggestreasonswhy
coat they're popular.
to take someone's
7 Offering
85 Listen to Amelia and Tom's
8 G i v i n gs o m e t h i n gt o s o m e o n e conversationin the companycafeteria.What
two subiectsdo they discuss as small tatk?
someonea drink
9 Offering

I
t(> |
 Agendas 12

d Readthe articleand answerthe are popularbusinessgÍftsin the

questions.Use a dictionaryto help you. USA,Canada,and alsoin lapan.
Theideaof producing'gourmet
r Whatdoes the articlesav aboutsmatl lollies'for adultscame from
t a t ki n i n t e r n a t i o nbauI s i n e s s ? LindaHarkavy.Today,her New
Yorkbasedcompany,Linda's
z W h a t ' s ' c r o s s - c u l t ut r a i[n' i n g ? Lollies,sellsa rangeof 'main
3 Whatdoes the articlesuggestinstead course','dessert' and'after
o f s m a l It a l k ? dinner'lollipops, in flavours
LINDA'SLOLLIES @
4 A r e ' c o m p a n tyo l l i p o p sa ' i o k e o r a
suchas redhot spices,cherry
cheesecake and cappuccino.
s e r i o u si d e a ? Of course,the aim of 'company
Qmall talkcan be all or lollipops'isn'tto stopthe
e What would your clientsor colleagues rJnothing in international conversation. In fact,they're
think if you offeredthem a 'company business.SometÍmes, cultural morelikelyto get everyone
diÍÍerencesarean interestine talking- businesspeople from
lotlipop'?
topicof conversation. mostcountrieswouldbe pretty
Sometimes, they'rea barrier. surprisedif they weregivena
There'sa growingmarketfor lolly duringa coffeebreakor
'cross-cultural'
training,where nrpcpnfátinn
busÍnesspeople aretaughtWhat
to do and say (andwhatnof to
do and saylwhentheymeet
peoplefromdifferentpartsof
the world.There'sa lot to learn.
Thereis, however,a much
simplersolution. Toavoid
problemswith smalltalk,you
can simplyavoidsmalltalk
altogether.How?Giveyour
clientor colleaguea lollipop

I
to suck!
Ifyou thinklolliesarejustfor
children,thinkagain.Lollipops
--

86 Listento Tom and Amelia

talkingaboutcompanylollipops. What topics are sultabte/ not suitabtefor small talk
Completethe expressionsAmelia in your country?Work in groups.Write a list of things
uses to show interestduringthe you would/wouldn't talk about with colleaguesfrom
conversation. other countries.
1 Tom They'regifts...for the
conference. USEFULLANGUAGE
Amelia !
Havea seat.Mr.Johnsonwiltbe withyou
2 Tom I g i v et h e mt o a l l m y
in a moment.
cuslomers.
SorryI'mlate.
Amelia ?
They'requitepopularin the That'soK.
3 Tom
States...as businessgifts. My officeis throughhere.Afteryou.
Amelia ? ShattI takeyourcoat?
4 Tom I j u s tb o u g h t h e m . Thanks.Hereyou are.
Ametia Do you mindif I openthe window?
No, not at alt.
g Look at the transcriptfor 3f on page
Shallwe takea break?
727. Practisesaying the conversation
Yes,good idea.
in pairs.Changeroles.
Can I get you anythingto drink?
practice36 '..>
Communication No, I'mfinethanks.
Page 88.

77
 Communicationpractice
Nowyou arethe managingdirectorof a chainof
hotels.Yourpartneris a representativefor Floral
Worldat a tradefair.Findout moreabout Floral
World'sproductsand services.In particular,you are
StudentA interestedin information aboutf apanese-style
Youare on a trainingcourse.lntroduceyourselfto flowerdisplays for a conference.
your partner,who is also on the course.Talkabout
yourcompanyand yourjob.

Yourcompany:ContextInteriors
Product/Service: designand manufacture
of
wa[[paper Practiseorderinga meal in a restaurant.Takeit in
turnsto be the customerand the waiter/waitress.
Yourdepartment: design
Yourjob title:designmanager You have a
Customer:You arriveat the restaurant.
Yourteam:4 designers Look at the menuand order.Afterthe
reservation.
meal,ask for the bitland pay.
Yourresponsibitities:
Welcomethe customerand show
Waiter/UVaitress:
o ffiáflá$€ the designteam
him/herto a table.Givehim/hera menuand takethe
o designnew products order.Duringthe meal,checkthat everything
is OK.
o do marketresearchon competitors'products Finatlybringthe bitl.
Yourboss:productdevetopment
manager
Now listen to your partner.Ask questionsand make
notesabouthis/herjob and company. Starters
Chickenand leeksoup
Tomatosoup withcream
Mixedsalad

Main courses
Grilledsalmonwithrice and broccoli
StudentA Roastbeefwithroastpotatoesand a selectionof freshvegetables
Vegetariansaladwithcheddarcheese
You are a representativeat a tradefair.Yourpartner Grilledsteakwithchips and peas
wantsto knowaboutyourproductsand services. Roastlambwithmashedpotatoand carrots
Use the informationto talk aboutyourcompany Desserts
and answeryour partner'squestions. Applepiewithfreshcream
Strawberryicecream
Yourcompany:MaxVid Fruitsalad
Youroroduct: Drinks (extra)
o big TV screens(forpop concerts,sportsevents, Mineralwater(stillor sparkling) bottle- t3.50
amusementparks,tradefairs,etc.) glass- t1 .00
Fruitjuice(orange,apple,tomato) glass- t1.50
o fourscreens:3, 5, 10 and 15 metreswide
o for indoorand outdooruse

ri Yourservices:
designand manufacture of screens
ll
a

ll a availableto buy or rent

a engineers installand operatescreensif you rent
StudentA
a internationaI service
after-sales You are a managingdirector.Yourcompanyis
movingto new officesthis week.Tetephonethe
officemanager(StudentB),to get an update.
Ask questionsand makenotesof the answers.
A installing
Are the technicians the computers?
B Yes,but they'reone day behindschedule.
 practtce
Communication

thecall.Say who you are and ask aboutthe Now readthe humanresourcesmanager'snotes
abouttwo peoplethe companywantsto interview
for the iob. Discussthe strengthsand weaknesses
technicians/ instatlcomputers? of each and decidewho is the best personfor the
workers/ paint reception? iob. Give your reasonswhy.
electricians
/ work on the fourthfloor ?
engineers/ checktelephonelines?
/ work ?
photocopier
move/ go well ?
llowchangeroles. fob Heod of soles ond morketing
Name )essLe eLw
Nationality chlwese
Age s7
Present post and salary saLesvwawaqer (Eso,ooo)
Readthejob advert.With your partner,decidewhich Skills and experience
skills,persona[characteristicsand experienceare * Masters degree (t-tarkettwg)
mostimportantfor the iob.
+ Leadsteavw of +
* good cowtacts wvth ChuwesecwstovweYs
he * vert4qood saLes exTerLewce(r software)
* chLweseawd.vert4good en4LLsh
{L,<ewL
lVho are wel
producesonline managementtraining materialfor
l-train.com
companies worldwide.Companies Pay to access the training
on our website.
ProgÍammes

Whoarewe lookingforl
Weneedan experiencedand dynamic person (28-45)to lead
oursalesand marketingdepartment. fob Heod of solesond morketing
Aboutthejob Name ertc tzrrell
o Managinga team of zo telephonesales staffand Nationality Frewch
r o m a r k e t i n ga s s i s t a n t s . Age so
o Planninga new sales and marketingstrategyfor Asia.
Present post and salary
o Workingwith importantcustomers in Japan and China.
n,"avketvngawd,saLesvwawager(Ero.ooo)
o Salarydepends on skills and experience.
({4s,000-{6s,000) Skills and experience
* laBA (*arvard)
Skillsand experience
* t2 gears vwa^ageyof a bLqteawtof saLesawd
o managementexperience
o experience in salesand marketing training rnaybetLuq staff iw lwtgrwatfov\,aloontpar"S
o stronglT skills * veqwLavoowtacts wfth c*stovr,tersfw chlwn
o g o o dc o m m u n i c a t i osnk i l l si n E n g l i s h . * s r4earsLw K,oreaas saLesvwanagev lT
fov
Otherforeignlanguages an advantage, especially col,v,pAwA
J a p a n e soer C h i n e s e . * + geavstratwLnq vwawager
for aw tr cottuL?awy)
Forfurtherinformationandto applyonlinepleasevisit Lw Paoto
www.l-train.com(ref.AA01) * natLve spealzerof Frewch, good enqLLsh
awdJaPawese
* LookLnq
for a wew experLewce
awd,chaLLewge
Discussyour interestswith your partner.Tryto Youand yourpartnerare in chargeof findingand
find five things that you havein common.Then designinga new officespacefor your company.
changepartners. Lookat the list of possiblefacilitiesand putthem
in orderof importance (1 = mostimportant,
A I tike football,but I'mnot very good at it 10 = leastimportant).
B Me too - | like watchingfootball,but I'm
hopelessat playing! A I think a nice receptionarea is the most
ímportant thing.|t'simportantto impress
Make a list of whatyou havein commonso thatyou clientsand visitors.
can reportbackto the class. I don't agree...
B
We both like football,but we'renot very good at ! rirt
ptaying.
! reception
area
! rooms
meeting
! kitctren
! coffeearea
You needto buy new carpetsfor your offices.
Comparethe quotesin the chartwithyour partner. ! parking
Decidewhichquoteto accept.
! watermachine
QualityCarpetshas a betterdeliverytime than ! airconditioning
MinsterWeave,but ...
! windows
Melton Minster Quality l-l restaurant
Carpets Weave Carpets

2t days
(express
detivery
detivery 10 days 5 days
time
in 4 days
= f300) Youarevisitingyourpartner'scountryon
business,thenyou aretakinga week'sholiday
delivery o v e r) u u m ' over 500 m2 Ask your partnerto
to see some of the cciuntry.
free
charge = free = LIU recommend threeinterestingplaces.Ask
questionsand decidewhichplaceyou'dmost
h i g hq u a l i t y
like to visit.
quatity h i g hq u a l i t y h i g hq u a l i t y = I'JU

and price = f24 top quality

= Lló
Whatl it like in ...?
: f.40
Whatl the best time of yearto visit ...?
o v e r) u u m ' over 500 m2 o v e r) u u m ' What'sthe weatherlike in ...?
discount : 20o/" -- 1.50k = 3O"k
Can you recommend...?
fitting over 500 m2 over )uu m' Nowchangeroles.
: free free : f150
charge
 practice
Communication

StudentA
Lastyear,these two productswerecompleteflops.
Lookat productA and guess why it was a flop.
Comment on the name,size,screen,weight,price,
batterylife and colourof the product.Exptainyour
ideasusing too/enough.Yourpartnerwitl tell you
if you'reright or not.
StudentA
You are a humanresourcesmanager.You are
interviewingStudentB for a iob. Ask your partner
to talk abouta proiecthe/she workedon last year.
lf the proiectwas not on scheduleor not on budget,
ask why not.Make notesof his/herreplies.
project?

ProductA profectdetails?
SpecialOffer on
Big Boy Laptops team?
Goodbattery
(30minutes) on schedule?
l0%off.Only $3899.
Availablecolour:pink. problems?

solutions?
ProductB
Test drive a Nogo!
Nowyou are at an interviewfor a iob, StudentB is
Top speed40 kph.
Answerhis/herquestionsabouta
the interviewer.
l00km / 20 litres. proiectyou workedon last year.You want the iob,
One year's free so be positiveand enthusiastic!
membershipof the
3-wheelers'club. i Project:
Pricef23,500. advertfor machine
Availablecolour:peagreen. Projectdetails:
visit factory/ speakto marketingmanager/
Nowlistento yourpartnerguesswhy ProductB discusscompetition/ agreebudget/ take
was a ftopand makenotes.Thenuse the photographs / discusssampleadvertwith
informationto explainwhy the productfaited. manager/ makechanges/ deliverfinal advert
Team:
Your paÉnerl ideas:
leader/ team of 4
Schedule:
6 months(actualtime : 4 months)
Difficulties/problems:
Why Product B flopped
no big problems/ first photographsnot good
Nameof product:too negative/ not positiveenough
enough
Síze:too short/ too high
Solutions:
Top speed:not fast enough
visit factoryagain/ use differentcamera
Design:too dangerous/ not safe enough
Price:too expensive
Petrol:not economicalenough
Colour:too horrible
Discusswith yourpartnerwhatyou did last
weekend,or whatyou normatlydo at the
weekend.Try to find five things that you both
did/normatlydo.
A I normallyhavea lie in on Sundays.
B Me too, but last SundayI got up eartyto do
somework on the house.
\rv \
ur)
-_---11,
Úyl)
í-----.''il
V---"-
StudentA
You are havinga meetingwith yourpartnerto
discussa presentation you are givingin Barcelona
nextmonth.Lookat the tistof actionpointsand
agreeto do alt the jobs betweenyou.You are a
good communicatorand work fast,so offerto do
the thingsyou do best.
Shalt| ...? I'll....
Action points - Barcelonapresentation
o Find out sales figuresfor the presentation.
o Talkto designdepartmentabout photosfor
the presentation.
o Writethe presentation.
o Show the presentation to your boss
(youdon'twant to do this!).
o Book flightsto Barcelona.
o Book hotelin Barcelona.
StudentA
You are the sates managerof lT ControlSystems.
Youwant to visit a companycatledSantik to
presentyour new softwarefor stock control.
Tetephone the sales managerof Santik(StudentB),
and makearrangements for the visit.Make notesof
what you agree.
Start the catl.
o Introduce yourself.
o Talkaboutthe new product.
o Ask to visit to do a presentation.
You need to
meetthe sales manager.
o Arrangea day and a time for nextweek.You
aren'tfreeon Wednesdaysor Thursdays.
Nowworktogetherto write an email fromthe sales
manager.Confirmthe arrangementsyou madeon
the telephone.
StudentA
You are a touristvisitingCambridge.StudentB
works in the touristinformationoffice.Ask for the
followinginformation. Make notes.
List of hotels(nottoo expensive):
Map of the city centre- how much?:
Information
aboutthe city'shistory:
Most interestingplacesto visit:
Nowyou work in the touristinformationofficeand
your partneris a tourist.However,todayyou are
very tired and very busy,and as a resultyou aren't
very hetpful.You are also newto the job and you
don't knowCambridgevery wett.Use the following
information.
No good fish restaurants.
No listsof restaurants.
Good hotdogsnearstation.
Maps- no map of citycentre.
Map of England- f5.50.
Openinghours- you don'tknow.
Bestplacefor souvenirs- the airport.

Lookat the list of ideas for new touristactivities.
Takeit in turnsto make predictionsaboutthe
ideas.StudentA starts and makesa positiveor
negativeprediction.StudentB disagreesand
makesa differentprediction.
A I think lots of peoplewill go to these hotels-
it's very exciting!
B I don'tagree.Peoplewon'twant to stay in
placesas dangerousas that.
r A hotelchainwantsto build5-starhotelsnear
famousvolcanoes.
2 A traveIcompanywantsto offer30-daytoursto
the ArcticCircle.
3 A travelcompanywantsto offerskiingtours on
Mount Everest.
4 A construction companyis goingto builda
tropicaldomein the southof Spain.
5 A travelagentwantsto offerbeachholidaysin
the northof Europe.
6 A tour companyfor the over 50s wantsto offer
guidedtours of the greatlibrariesof Europe.
7 A Britishfast food restaurant
companywantsto
offer'gastronomic tourism'in the UK.
Lookat the list again.Decidehow probableit is
that ideas witl be successful.Use certoinly,
maybe, probobly, definitely, possibly and perhaps.
You are and your partnerare hopingto startyour
own business.Hereare some notesfromyour
businessptan.Readthem throughcarefully.
Onlinetrainingprogrammes- management
training,team buildingetc.
Lessons by email,phone or video conference
Profit forecast: t130,000 - year 1, t190,000
0 - year 2, f350,000 - year 3
Staff needs: 20 permanenttrainers,office
manager,secretary,marketingconsultant
Office needs: small office, no need for city
centrelocation
Advertising campaign: in national
newspapers
practice
Communication
Nowdiscusswhatyou'[ do if thesethingshappen:
lf peopledon't like video conferencing,we'il offer
coursesin a classroom.
o lf peopledon't like video conferencing?
o lf thereare problemswith the lnternet
(conection, virusesetc.)?
o lf your profitforecastsfor year 1 are too high?
o lf you can'tfind enoughpermanenttrainers?
o lf you can only find expensiveofficespacein
the city centre?
o lf it's too expensiveto advertisein national
newspapers?
Nowcompareyourdecisionswith anotherpairof
students.Didyou havethe samesolutionsto
the problems?
StudentA
You wantto book a ftightto Faro,in Portugal,
leavingon Monday16thMay and returningon
Tuesday26th May.StudentB works for the airline.
Findoutthe followinginformation and bookthe
seat usingyourcreditcard.
o Flighttimes o Priceincludingtaxes
o Baggageallowance o Excessbaggagecharge
Nowchangeroles.StudentB wantsto buy a ticket.
Answerhis/herquestionsand takethe booking.
Destination:
Madrid,Spain
Outboundflights:Tuesday,Friday9.00 and 79.45
Returnflights:Tuesday,Friday10.00and 20.30
Prices:
Tuesday€ 6 0 one.way
Friday€ 9 5 one.Way
eveningflights€ 1 0 extra
10olodiscounton Tuesdayflightsnextweek
Baggagea[lowance: 20kg
Excessbaggagecharge:€ 1 0 per kilo
 StudentA Takeit in turnsto ask and answerquestlons,uslng
the list. Describethe experienceand how you felt.
You are startinga new job today.You are meeting
the trainingmanagerto decidewhatyourtraining A Haveyou everstayedin a 5-starhotel?
needsare for the year.The trainingmanager(your B Yes I have.I stayedin the HotelClarisin
partner)wilt ask you if you'veused the following Barcelona.lt was fantasticbut very expensive!
programmesbefore.Use the informationin the Haveyou ever ...
chartto answer.
I fly / in a hot-airballoon?
B Haveyou used FastNotesemailsystembefore? swim/ in the sea at night?
i A Yes,I have.I used the same system.... drive/ a sportscar ?
runla marathon?
Programme Experienceduser?
win / a prizeor competition?
/ useI samesystem/
FastNotes
emailsvstem eat / in a very expensiverestaurant
?
i n l a s tc o m p a n y
I I
I
meet/ a famousperson?

i
X notI work/ with travel/ somewheredangerous?
FileSharedatabase
i databases/ in last job
I stay/ in a 5-starhotel?
X not / use / Excel/ in tast
-l Excel
iob
I
".:I
-=.l
Word / useI a lot / in last job

I / work with/ PowerPoint

PowerPoint
a littte/ in tastiob
/ StudentA
Lookat the informationaboutyour company's
performance so far this year.Exptainthe
Nowchangeroles.Ask yourpartnerif he/shehas
informationto your partner.
used the programmesin the chart before.Make a
noteof his/herrepliesso thatyou can planthe
trainingprogramme. Rite-cleancompanyperformanceQuarters1 & 2
A Have you used FastNotesemail system before? Production' L 8o/o

B No, I haven't.I used FastMail.... Sales v5%

Costs:
salaries/bonuses v 3o/o
stafftravel L 11o/o
pensionpayments L3%
StudentA Profits Y 11o/o

You are StudentB's boss.He/Sheis in Polandto

considerthe possibilityof openinga newoffice Nowlistenyourpartnerand comptetethe
there.He/shecalls to giveyou an update.Ask information
abouthis/hercompany.
questionsto find out moreinformation.Make notes
of the answers.
Copylite companyperformanceQuarter1
1 meet/ local propertyconsultantyet ? V
2 look at / possiblelocationsfor officeyet ? Production !t %
plan / budgetfor new officeyet ?
I Sales !! %o
4 meet/ local recruitment consultantyet ? Costs:
5 write report/ on stateof Polisheconomy? salaries/bonuses !tr ....%
Nowchangeroles. staff travel trtr %o
pensionpayments !! oÁ

Profits n! %o
 practice
Communication

You havea new idea for a way of selling CDs

(musicand films)online.Readthe descriptionof
yourbusinessconcept,then use the passiveto
describeit to yourpartner.
StudentA
aboutpropertypricesin
Lookat the information OK, this is my new businessplan. First,CDs are
London. Answeryourpartner'squestions. orderedthroughthe website...
o CustomersorderCDs throughthe website.
Averageprice:2-bedroomapartment o Peoplesend the CDs back to us when they've
in London finished.
7990 f60,000 o We pay the postage.
7994 f40,000 o We give the customera 50o/o discountoff his/her
nextpurchase.
7996 f70,000
o We sell the second-handCDs for an even bigger
1,999 f 100,000
discount.
2002 f180,000
2006 f240,000
2072 f480,000?

Youand yourpartnerare management consultants.

Nowask your partneraboutpropertyprices A companyhas cometo you for adviceabout
in Liverpool.Use the corr€ c t tense for the expandingtheirbusiness.First,readthe
questions. description
of the company:
what/ cost / a house in 7990 ?.
what/ happenI in 7994?
what/ happen/ in the last ten years? The Flying Duck
what/ cost / a house now ? Restaurant with 30 tables -
100 seats
what/ cost/ a house in 2072?
New menu every month
10 staff
Annual costs:
rent - f,0
Discusswhatyou watchedon TV last night/week (they own the building)
and the type of programmesyou like watching.Try staff- f 150,000
to findas manythingsas posslblethatyou both food/drink- S300,000
tike/distike.
Profrt last year: S50,000
A I watchedthat new quiz show last night,on
Channel5. Did you see it?
The FlyingDuck'sobiectiveis to doubleits annual
B No, I watcheda documentary about ...and the
profit.Make a list of recommendationsfor the
news.I don't reallylike / But I like quiz shows.
restaurant's
management. Considerthe following:
Did you see ...?
. costs
o staff
. expandingbusiness
o investment
StudentA
o risks
Listento your partnerdescribea new business o advertising/marketing
concept.Ask questionsfor moreinformation.
Takenotesand be preparedto explainthe Firstly,we think you need to cut costs- you
conceptto anotherstudent. could....
Nowworkwith anotherpairof students.lmagine
that they are the restaurantowners.Explainyour
strategyto them.Thenchangeroles.
 Make a noteof your favourite: You work at the head officeof BEC,a large
internatlonalcompany.Yourmanagerhas asked
o Searchengine you and your cotleaguesto think of ways to reduce
. news website costsat the headoffice.Costsincludepaper,
o shoppingwebsite electricitybills,telephonebills,drinkingwater,etc.
o bankingwebsite
! Havea meetingwith your colleagues.Working
I Ask your partnerabouthis/herfavouritesites.

li
together, thinkof ideas,developthemand make
í Do you use any of the samesites?Findout more a list of proposalsfor yourmanager.Use the Six
informationaboutyour partner'sfavourites. ThinkingHatsto workthroughthe stages:
Ask questions.
Step r - WhíteHat:Discusson[ythe facts

lii
need/ register?
StepZ - GreenHat:Makesuggestions
need/ password?
Step I - Red Hat:Give first reactionsto
you/amember? suggestions
how muchI cost lmembership? -
Stepa YellowHat:Discussthe advantages of

li secure? suggestions

I
Step s - BlackHat:Discussthe disadvantagesof
suggestions
(Step6 - BlueHat:Managethe discussion)

Beforeyou start,you shoutdchooseone personto

chairthe meeting.He/5heshouldoccasionatly put
on the blue hat to managethe discussionand help
to decidewhat proposalsyou will present.

l. Youworkfor SunSo[,a sunglassescompanybasedin StudentA

II
California.You manufacture sunglassesat yourfactory You'retravellingfromCambridgeto Paris via
near5an Francisco and sell glassesto the US market. London.Yourtrain fromCambridgewas delayed
Sales are downthis year,and you needto cut costs, and you'vemissedyour Eurostarconnection.You
improvesales and increaseprofitsby the end of the havea returnseat in StandardClass.Speak to a
year.DiscusstheseareaswithyourpaÍtner and make Eurostarrepresentative (StudentB) at Waterloo
suggestions. Station.
') A OK, I'vegot an idea. How about...? o Explainthe situation.
B That'san interestingidea, but what about...? o Findout:
. productioncosts ínthe US
when the nexttrainis (yourmeetingin Paris
. new products startsat 15.00).
o Il€ W markets if your ticketis valid for othertrains.
o marketing/advertising if you haveto pay a supplement.
. price o Thankthe personfor his/herhelp.
o discounts Nowchangeroles.
Now compareyour suggestionswith anotherpair.

rlnD
Lookat the diagramof a high speedtrain.
Ask yourpartnerfor the missingdimensions.
g/high/heavy...?
Howwide/[on
Nowansweryour partner'squestionsaboutthe
diagram.
It's...wide/long. The weight/height
is ....
Youand your partnerwork in the heatthand safety
departmentat FriskyFrozenFish Fingers.Your
companyalways gives new factoryworkershealth
and safetytraining.All workersmust pass a test
called 'Safetyin FoodFactories- CommonSense'.
To help them write the test,the humanresources
departmenthaveasked you to makea list of
obviousfood safetyprecautionsthat people
should know.With your partner,makea list of
thingsthat peoptemustand mustn'tdo when
they work in a food factory.
You mustwear glovesif you work with food.
You musn't....
Whenyou'vefinished,compareyour suggestions
with anotherpair.
Communicationpractice
StudentA
You are a customeron the cruise ship Serena.
Role playthe
StudentB is the receptionist.
foltowingsituations.
1 You want moreinformationabout the ship'sbar
and restaurant. You are a vegetarian.
2 Yourmobilephonechargerdoesn'twork.
You boughtit in France.
3 You want to find out about live musicon the
ship. Buy two ticketsfor somethingyou're
interestedin.
Nowchangerotes.
You'rehavinga meetingto ptanwhat you needto
do foryoursales conference.Chooseone personto
be the chair.The chairshoutd:
. announceapologies
o checkeveryonehas an agenda/theminutesfrom
the last meeting
. confirmthe time/placeof the next meeting
Lookat the tistof jobs and decidewho will do
whatand when.Organisethe jobs intoa logical
order.
Agenda - Sales conferenceplanningmeeting
Date:lst June Time:2 pm Location:Meetingroom1
Participants:
Chair:............
Apologies:Vicky Abbott
Agenda items
Jobs to do beforethe conference:
o Writepresentations
o Circulateconferenceprogrammeto all staff
o Decide dates for conference
o Decidewho'sgoingto give presentations
o Choosehotel/restaurants
o Practisepresentations
o Writeagendafor sales conferencemeetings
o Choose chairfor sales conferencemeetings
o Plan socialevents
Nextmeeting:8thJune,2 pm. Meetingroom1.
StudentA Make smalItalk with otherstudents.Show
interestduringthe conversation.Keepthe
You attendeda meetingyesterdayaboutorganising conversationgoing as long as you can,then move
your company'sannualsales conference,but you on to talk to someoneelse.Make a noteof how
were delayedand missedthe first threeitemson longyoutalkedto eachperson.
the agenda.Ask your partnerto tell you what was
discussed.Make notes. Now makea list of the subiectsyou talked about.
Comparethem with otherstudents'conversations.
Who had the longestconversation?
MeetingAgenda
Planningmeetingfor the sales conference
Date 25thMay Time 2.00pm
Location MeetingRoom 2
Participants:Sally Smith, Clare Wilkins, StudentB
Chris O'Neil
You are on a trainingcourse.Listento your partner,
Item who is also on the course.Ask questionsand make
1 Conferencetheme notesabouthis/heriob and company.

Nowintroduceyourselfto yourpartner.Talkabout
2 Groupmeetings:
Agendas?Participants? yourcompanyand yourjob.

Yourcompany:TD Consulting
Subiects?Presenters?
3 Presentations: ProducVService: management consulting
Yourdepartment: exportconsulting
Yourjob title:exportconsultant
4 Social events:What? Where? chrls prefers
a bLg cowferewce d,Lwwerfor aLLevwpLoyees. Yourteam:1 personalassistant,2 exportassistants
s a L L g a g r e e s .c L a r e é e e w L o h a v e L o t so f Yourresponsibilities:
svwaLLerevewts - theatye, bowLLwgetc. . managethe team
5 Location cLare - reLuctawtto go abroad - too o visit importantclients
expewsLve.saLLU awd chyLs we have ewovtgh o work with foreignagencies
Owdget.
Yourboss:seniorexportconsultant
6 Dates saLLUILLL speak.tothebrawchesto {twd
ovLtbest dates.

7 Any other business cLare wLLLchaLr the wext

vweetLwg.

Nowte[[your partnerwhat was discussedafter

item3 of the meeting.Use the agendato helpyou.

We discussed/ agreedto .... Chris/Clare/Satly

said...
 practice
Communication

StudentB StudentB
Youare a pop concertand sportseventorganiser. Lastyear,thesetwo productswere completeflops.
StudentA is a representative
for MaxVidat a trade Listento yourpartnerguesswhy ProductA was
fair.Findout moreaboutMaxVid'sproductsand a flop and makenotes.Thenuse the information
to
services.ln particular,
you are interestedin explainwhy the productfaited.
information abouta 20 metre-wide screenfor use
outdoors.
Procluct.\
Nowyou are a representative at a tradefair.
StudentA is the managingdirectorof a chainof Special Offer on
hotels.He/Shewantsto knowaboutyourproducts Big Boy Laptops
andservices.Use the information to talk about Good battery
y o u rc o m p a n ya n da n s w e rq u e s t i o n s . (30 minutes)

Yourcompany:FloralWorld l0% off. Only $3899.

Yourproduct: Available colour: pink.
o silk flowerdisptaysfor hotelsand conference
centres
o displaysin modern,traditional or Japanese
style
Pro<lrrct li
Yourservices:
o individualdesignof displays Test drive a Nogo!
Top speed40 kph.
. creativeexpertsto adviseclients
o The displaysare for all publicareas(receptions, l00km / 20 litres. n
restaurants,meetingand conferenceroomsetc.) One year's free ..
Ts-
membershipof the

v
3-wheelers'club.
Price f23,500.
Available colour: pea green

StudentB
Yourpartner'sideas:
Youarean officemanager. Yourcompanyis movingto
newofficesthis weekandyou areorganisingthe
move.Yourmanagingdirector(StudentA) telephones
youfor an updateon the schedule.Answerhis/her
questionsusingthe followinginformation.
Why ProductA flopped
office vwove apd,ate sowte probLewts, bv,,L Nameof product:not serious/professional
enough
geweraLLg ow schedvtLe Size:too long/ too wide
Jp! SchedaLe Screen:not big enough
LwstaLLLwg c ovwpvtters r dag behLwd, Weight:too heavy/ not lightenough
paLwtLwg receptíow z dags ahead, wow Price:not cheapenough/ too expensive
Battery:not long enough
l:::t^'vweetLwq
Colour:too horríble
eLecLrLcsow fovtrth (Ioor t day Late wortzLwg
ow thtrd floor Nowlook at ProductB and guesswhy it was a flop.
Commenton the name,size,top speed,design,
teLephoweLLwes chect<.ed,bv+tphowes
price,petrolconsumptionand colourof the
wot worlzr.wg
product.Explainyourideasusing
photocopLer probLevwswlth socket toolenough.Yourpartnerwill tell you if you're
rightor not.
Nowchangeroles.
89
StudentB StudentB
You are at an interviewfor a job and StudentA is Youare havinga meetingwithyour partnerto
the interviewer.Answerhis/herquestionsabouta discussa presentation you are givingin Barcelona
proiectyou workedon last year.You want the job, nextmonth.Lookat the list of actionpointsand
so be positiveand enthusiastic! agreeto do att the iobs betweenyou.You'revery
busy at the moment,so offerto do two or three
Project:
things whichyou knowyou can do quickty.
web page for company
Proiect details: Shatl| ...? I'll ....
visit company/ find out needs/ discussbudget/ Action points - Barcelona presentation
take photographsin offices/ producesample o Findout sales figuresfor the presentation.
web page/ díscusssamplewith manager/ make o Talkto designdepartmentabout photosfor the
changes/ deliverfinalproduct presentation.
Team: o Writethe presentation.
leader/ teamof 3 o Show the presentationto your boss
(youdon'twant to do this!).
Schedule:
10 months(actualtime = 1 year) o Book flightsto Barcelona.
o Book hotelin Barcelona.
Difficutties/problems:
budgettoo small/ one memberof team- new
iob
Solutions:
negotiatebiggerbudget/ appointnew StudentB
colleague
Youarethe managerof Santik.A satesmanager
Nowyou are a humanresourcesmanager. Youare fromanothercompany(StudentA) telephonesyou.
interviewingStudentA for a iob.Ask him/herto He/Shewantsto visityourcompany.Use the
talk abouta projecthe/sheworkedon last year.lf followingquestionsand information
in the
the proiectwas not on scheduleor not on budget, Make notesof what you agree.
conversation.
ask why not.Make notesof his/herreplies.
o Nameof company?
o What new productdo they have?
proiect?
o You'renot in offlcenextweek.
o Warehousemanageris free- OK?
projectdetails?
o Agreea day (not Mondaysor Tuesdays).
o Agreea time (not beforelunch).
team?
Nowworktogetherto writean emailfromthe
on schedule? sales manager.Confirmthe arrangementsyou
madeon the telephone.
difficutties/p
robIems?

solutions?

StudentB
You work in a touristinformationofficeand your
partneris a tourist.You like your job and you're
very hetpfu[and friendly.Answeryour partner's
questions,usingthe foltowinginformation.
 practice
Communication

Hotets- tistwith atl prices(hotelsin otd city

centreexpensive - cheapernearstation).
Map - free.
Historyof Cambridge booklet- f4.50. StudentB
Verygood vatue.Lotsof nicephotos. You are a trainingmanager.Your partneris
Placesto visit?Museum(guidedtourat 2 pm startingwork at your companytoday and you need
a n d4 p m ) . to findout abouthis/hertrainingneeds.Ask if
he/shehas usedthe fottowingprogrammes
before,and makea noteof his/herrepties.
Nowyou are a touristand StudentA works in a
touristinformationoffice.Ask for the following FastNotesemaiIsystem,FileSharedatabase,Excel,
information.Make notes. Word,PowerPoint
(youlike fish):
Listof restaurants B Haveyou used FastNotesemailsystembefore?
A Yes,I have.I used the same system....
Map of the city centre: Nowchangeroles.Thetrainingmanagerwill ask
you if you'veused the same programmesbefore.
Use the informationin the chartto answer.
Museumopeninghours:
Programme Experienceduser?
Best placefor souvenirs:
X useI FastMait/
FastNotes
emailsvstem
i n l a s tc o m p a n y

/ work/ with FiteShare

/
F i l e S h a r ed a t a b a s e
i n l a s tl o b

Excel / useI Excel/ in last job

StudentB Word X n o t u s e/ i n t a s tj o b
Youwork for GtenAir.StudentA wantsto buy X n o t w r i t e/ p r e s e n t a t i o n
PowerPoint /s
a ticket.Answerhis/herquestionsand take i n l a s tl o b
the booking.

Destination: Faro,Portugal
0utboundflights:Monday,Friday10.00and 17.30
Returnflights:Monday,Wednesday, Friday11.00
and 76:45
Prices:
Monday€ 5 0 one-way
Friday€ 7 5 one-Way
Baggageallowance: 20kg
Excessbaggagecharge:€ 1 0 per kito
Nowyou'rethe customer.You want to book a ftight
to Madrid sometimenext week.StudentB works
for the airline.Findout the followinginformation
and book the seat usingyour creditcard.
o Flighttimes o Priceinctudingtaxes
o Baggageallowance o Excessbaggagecharge
StudentB
You are on a vislt to Poland.Yourcompanyis
thinkingaboutopeninga new officein Krakow.
Lookat your'todo'list. Phoneyour boss in the UK
(StudentA) to give an updateon your progress.
Poland visit - to do
1 Meetlocalpropertyconsultant>orce.
2 Lookat oossiblelocationsfor office
seew bNo possibLeLocatLows.
3 Plan budget for new office
Dowe, bvttprobLewrshere. Budget Ls too srwaLL.
4 Meet local recruitmentconsultant
Not dowe. >L{{tcuLt to {uwd LocaLrecr,.,.Ltv:*ewt
exTefts.
5 Write report on Polish economic situation
Not dowe. No tLvr*e.

Nowchangeroles.
 aboutpropertyprices
Nowlook at the information
Answeryourpartner'squestions.
in Liverpool.

StudentB Averageprice:2-bedroom
house in Liverpool
Listento your partnerdescribehis/hercompanyl 7990 f40,000
performanceso far this year.Completethe 7994 f30,000
information. 1,996 f50,000
1,999 f90,000
Rite.cleancompany performanceQuartersí & 2 2002 f95,000
A V 2006 f100,000
2072 f200.000?
Production ! !%o
Sales ! ! .....%o
Costs:
salaries/bonuses ! tr
stafftravel ! tr %o
pensionpayments ! ! .%
Profits n ! %o
StudentB
Youhavea new ideafor teachingEnglishonline.
Readthe descriptionofthe businessconceptthen
Nowlook at the information aboutyourcompany's use the passiveto describeit to yourpartner.
performance so far this year.Explainthe
informationto yourpartner. OK, this is my new businessplan. Firstly,classes
are taken usinga webcam...
Gopylite companyperformanceQuarterí o Studentstake classes,usinga webcamon the
Internet.
Production L 3o/o
o Studentspractisespeakingwith the
Sales L 25%
microphone.
Costs:
o Studentssend homeworkto the teacherby
salaries/bonuses L 10%o email.
staff travel Y 7o/o
o The teachercheckshomeworkand returnsit by
pensionpayments Y 11o/o email.
Profits L 15o/o
o The teacheruses interestingwebsitesas part of
the lesson.
o The teachergivesstudentsa certificate at the
end of the course.
Nowlistento yourpartnerdescribea new business
concept.Ask questionsfor moreinformation.Take
StudentB notesso thatyou can explainthe conceptlaterto
anotherstudent.
Ask yourpartneraboutpropertypricesin London.
Use the correcttensefor the questions.

what/ cost / an apartmentin 1,990?

what/ happenI in 7994?
what/ happen/ in the lastten years?
what/ cost / an apartmentnow ?
what/ cost / an apartmentin 2072 ?
 Comm practice
unication

StudentB StudentB
Youare a Eurostarrepresentativeat Waterloo You are a receptioniston the cruise ship Serena.
Stationin London.Listento a passenger(Student StudentA is a passenger. Answerhis/herquestions
A). Findoutwhattypeof tickethe/shehas and forthreedifferentsituations. Use the information.
answerhis/herquestions.Use the fotlowing
information.
Serena Bar and Restaurant
11.00- arrivesParis14.30.(ontyFirstClassseats
available) Restaurant 6-11 pm
openeveryday
12.00- arrivesParis 15.30(Standardand First DrinksserveduntiImidnioht
Classseats available) Mediterranean
cuisine
Cost of an upgradeto FirstClass:f 100 (return)
Vegetarian
options
Ticketsare valid on all trains.
F i n ew i n eI i s t
Nowchangeroles.
Electrical supply
socketsareUS format.
Electricity Adapters
$6.99.
Avaitab[e
fromourshops.
StudentB
Live music - Wednesday 37st May
LagunaBar- TheEasyJazzQuartet.8 pm.Freeentry.
CabaretBar- TheSerenades.9pm.Freeentry.
Bookingrequired.
Force12 disco- DJJeggarMartin.
10 pm.Entry$6.

Nowchangerotes.

w e i g h t :1 8 0 0 k 9

wheel

Lookat the diagramof a high-speed

train.Answer
yourpartner'squestionsaboutthe diagram.

It's...wide/long. The weight/height

is ....
Nowask yourpartnerfor the missingdimensions.

How wide/long/high/heavy
...?
StudentB
You attendeda meetingyesterdayabout
organisingyouÍGompanylannualsales
conference. Yourpartnerwas delayedandmissed
the first threeitemson the agenda.Tell your
partnerwhatwas discussed.Usethe agendato
helpyou.
We discussed/ agreedto .... Chris/Clare/Sally
s a i d . ...

MeetingAgenda
Planningmeetingforthesalesconference
Date 25thMay Time 2.00pm
Location MeetingRoom2
Participants:Sally Smith,ClareWilkins,
Chris O'Neil
Item
'twwovatLow'
Conference theme Sally wan"ts
'L-carwtng
agatw. Clnreyeftrs fro,,t"the Tast'.
chrLs - haply to Let.saLLy awd cLare deoLde.

Group meetings: Agendas? Participants?

chaLr - chrLs. chrLs wLLtdecLdewho to LwvLte.
Presentations: Subjects? Presenters?
NeLLfrovt* Kt+waLtof{vcedoesw't wav* to
pyesewt. Mark fro,n) aqaw of{t"oeLs haqpy
to gLve a pyesewtatLow.cLare wLLLheLpprcpayc
the TresewtatLow.

Social events: What? Where?

5 Location

6 Dates

7 Any otherbusiness

You had to leave the meetlng and missed items

bT on the agenda. Ask your partner to tell you
what was discussed. Make notes.
 Grammar practice
andvocabulary
We manufacture
rollercoasters.
Findthe wordsand fill in the gaps.
E
Yes,the companydeliversproductsall over
brispolenes lead troper
the world.
agmane grehac kool
6
No, I'mnot in customerservice.
2l five people. 7
3l to the officemanager. Yes,the site is [arge.
4 I'min of the Londonoffice. Fill in the gaps.
5 They withfinancialproblems.
6 We aftercustomers
in 50 countries. install export supply manufacture
deliver design advise
Make positiveand negativesentences.
t t / be íncharge. 7 We usualty dflyg. ordersthe next day.
!lttttl..+.lurt, our productsto Chinaand
2 We .,....,-......".......
Japan.
1|ttt tt:;.{..i
It.4 tt l ! t.:'.,......... 3 our engíneers'...'....''''...
t h e e q u i p m e natt
z they/ be in myteam. thecustomer's
factory.
4 Weusecomputersto our products.
5 They the partsat theirfactory
in France.
3 i t I b e a n u n u s u aito b .
6 Thesetwo companies...,,...,....,......",
us with
sparepartsfor our machines.
7 We new customerson the
* u""/ o. ;;;;;'; . maintenanceof the machines.
F i l Ii n t h e c h a r t .

5 they/ checkcustomerservice. beef apple potato chicken roast

haddock grilled lamb salmon fried
broccoli cod salad mashed pea
carrot leek strawberry
6 he ltravela lot

7 she / workin the Londonoffice.

Make questionsfor theseanswers.

t W_Ú+ll:.|y..tl1t:
!a:!+.Í!t!t.? ......
The tradefair is in Frankfurt.
2
The show ends on the May 20th.
?
Yes,we'rean international
company.
 Matchthepairsto makesentences. F i t t i nt h eg a p s .
tr E
1 We have a for the main
hard-working reliable adaptable creative
course?
confident experienced strong analytical
2 Are you readyto b for dessert,
please? after 15 years in
She'svery t'.y1!'!.!..:.!!.t1:!.!.,
I I'dtikesoup c ordernow? the job.
4 CouldI havechicken d anythingelse He'sneverbehindschedule.He'sso
to drink?
s Could I have ice cream e we just havethe She onlytakesa 20-minute breakfor lunch.
bill, please? She's really
ó Can I get you f for the starter. team.Theyalways
Theyare a very ....,.....-...--....-.
7 No coffee,could g a reservation. thinkof newwaysof doingthings.
He can work in lots of differentsituations,
becausehe'sso
6 He'svery and can quicklysee
whatthe problem is.
Writethe presentcontinuous of the verbs.
E He sets clearobjectivesfor his team.He'sa
't't:.!d/:!tt!t
r They the walls this morning. very .....,,,.-............
leader.
(build) She'sa speakel even with people
She ................ the projectvery wel[. she doesn'tknow.
(not manage)
Writethegerundof theverbs.
What the projectmanager
.,......-...... tr
this morning?(do) 1 He likes ..:!tL,i!!!totherpeople'sproblems.
Where the architect (solve)
today? (work) z The manageris only good at .,,...-...-,,..-......
our
The lights at the moment.
.-..-..... coffeebreakl (organise)
(not work) 3 | enjoy in very smallteams.(work)
We ......-.
. problemswith the 4 She'snot very quick at decisions.
budget.(have) (make)
5 He'snot good.at peopte.
F i l ti n t h e g a p s .
(manage)
aheadof behind update over ó He likes on creativeprojects.
budget complete on schedule (work)

Can you give me an A r et h e s es e n t e n c esse n s e( S )o r n o n s e n s e( N ) ?

!I{t.tt:.......
ls the proiect . ? WriteS or N in the boxes.
- -.............
They'reopeningearly- they're t I love scuba diving.lt's a lot of fun. [n
LJJ

schedule.
.......,., 2 | can'tstand boxing.I'd love to have
We'respendingtoo much.We're a go at it. !
budget. 3 | can'tplay tennis,that'smy problem.
4 They'rerunninga monthlate.They're I'mgood at it. !
schedule. I don'tlike watchingfootball.lt's not
The costs are quite [ow.They'reunder my cup of tea. !
I enjoyplayinggolf.I'mnot interested
Whencan you .,....,..,..,...
..... the in it. tr
decorating? I'd love to havea go at underwater
hockey.I bet it's good fun. !
 Grammarandvocabularypractice

Matchthe pairsto makesentences.

Writea-f in
the boxes.
Matchthe pairsto makesentences. t E The mostimportant
Writea-g in the boxes.
2 | The regulations
makeit
1 @ Thereis a 20"Á 3 E We haveair-conditioning,
so it's
2 | The deliverycharge 4 tr Therel ontyone possible
3 L__l You can save time and
tr It'sabsolutely essentiaI
n
5
4 L_l Alt the productsin that 6 It'squite a difficult
5 L__l Peopledon't like
a not necessary
to openthe windows.
6 L__l They deliverthe goods
b to havegood tightto work in.
7 L) lt's importantto get
c compulsoryto have fire exits.
a money,if you shop online. d problemto solve.
b discounton all products. e solutionto thísproblem.
c directlyfromthe warehouse. f thingis to finishthe job on time.
d buyingexpensivegoodsonline.
Fittinihegaps.
e is includedin the price. tr
f a quote beforeyou placean order. island mountain ocean forest
g storeare good quatity. northern coast
Make comparisons. Use the correctform We couldsee the southern of
of the adiectives. Englandfromthe ferry.
1 lt's much !./!.|..!Í|!.!.
to book flightsand hotels 2 Europeis in the hemisphere.
on the Internet.(+cheap) 3 The Pacificis the biggest . in the
2 lt's to buy a laptopin world.
a storethan online.(+expensive) 4 That is over1,500metreshigh.
3 TraintraveIin Europeis ..,.....,,....,...... 5 lerseyis a small .,. nearFrance.
flYingnowadays.(: cheap)
6 Thetreesin the werevery high.
4 lt's a lot ... . .,.and ...............,.....,
to order
goods directlyfroma warehouse.
ftgood/+quick)
5 The servicewiththe new manageris much
than with the old one.(+bad) Matchthe pairs.Writea-h in the boxes.
6 lt's to placean order t Á T h i si s s i m p l e .
with the new software.(- difficult)
2 L) My car doesn'tuse a lot of petrol.
Make superlatives.
Use the correctformof 3 L__l This productis very safe.
the adjectives. 4 L__l The productwas a flop.
r This is !ry: . !.!!L!.lÍ :,:!rqu+t,i 5 L__] This car neverbreaksdown.
technologyin the world.(+advanced) 6 L_l Lotsof peoplebuy this product.
2 He has jobin our 7 | This machineis quickand saves
company.(+bad) us time.
3 We guaranteethat our productsare
a It wasn'tsuccessful.
(- expensive) b It'svery popular.
4 We have .................... c It'svery economical.
officesin the city.(+modern) d It'snot complicated.
5 That's discountwe can e It'svery efficient.
offer.(+good) f It'svery reliabte.
6 This is . room for
meetings.(+nice)
s It isn'tdangerous.
Fill in the gaps with wos, wasn't,were 3 Theydidn'twantto use computers.
oÍweren,t.
1 A ... lil,!'' the adverta faílurein Europe? She didn'tgo to Malaysia.
B Yes, it -.,,,,.. a completeflop.
2 A the batteriesvery small? 5 I didn'tdrinkcoffeein the break.
B quite big.
No, they - .......--...-..
3 A the vehiclevery economical? 6 Theydidn'teat lunch.
B No. it . The runningcosts
very high.
tr Fittinthegaps.
4A profitsvery low this quarter?
B No, they . Sales
....... impossible solve work trouble solution
veryhigh.
t I couldn't -s:l!fl the problem.
Changethe sentences.Use the adjectivesand
2 We had withthe new computer.
the word in brackets.
3 We used a specialcamera,but it still didn't
expensive dangerous low fast simple
4 It was ... .. to film at night.
Thatcar is too slow.(enough) 5 I don'tthink there's an easv to this
f Ú qt t.l l. islt,t.Íttii
!..a.,-t.t:t
/.t'. problem.
Thisis notcheapenough.(too) Makequestions
fortheseanswers.
tr
r Whent{i:!.uqt
hft ili
3 The priceof this productis too high.(enough)
I boughtit yesterday.
2
Theseproductsaren'tsafe enough.(too)
No, she didn'twork in the officetoday.
3
(enough)
The designis too complicated.
Yes,he madea video.
4 Where
a Make negativesentences. Theysaw the productin a supermarket.
1 He startedhis new iob last week. 5
H :,il +ú
t,t ltl Ú h t: u.t.l
t.ii ::!../:l
;t- lt::.:.k.' Yes,we foundyour officevery easily.
Theymadethe fitmin India. 6 When
I wenttherelast week.
3 They had a very big budget. Fillin thegaps.
A
+ The projectcost f2 million. round shopping cooked lie cleaned
meal gardening

5 She finishedthe iob on time. 7 The apartmentwas reallydirty,so we

,:/rttttcr{ it.
. il;";J;dilil;;;ili;,; 2 I was tired,so I had a tn.
3 We went out for a ....,..

b Make positivesentences. .. for a new computer.

4 I went ..,...,,,..
5 It was warmand sunny,so we did some
7 The photosdidn'tlook verygood.
u.pItetlE |* k*! rrp1.t1:t
.TI t:.:/, 6 She a mealfor six people.
,,-....,,
Theydidn'ttakea longtimeto finishthe iob. 7 We had friends for dinner.
 Grammarandvocabularypractice

Presentsimpleor presentcontinuous? Fittin the

gaps with the correcttenseof the verb.
Fittin thegaps. r The flight ,t.riu..rl{at 23.00. (arrive)
E
z The conference. at 9.00 am. (start)
contact speak touch give look back
3l to a conference with mv
1 I'll .y,l{l{14 organiser cotleague.(9o)
. to the conference
aboutaccommodation. 4 I a presentation
. ........... at the conference.
(give)
2 Witlyou .........,... .. Max a call this afternoon?
5 The conference on October27th.
3 l'il get in ........,.. with Jenny.
(Íinish)
4 Can you .............the supplierafterthe
6 We in San Franciscofor four days.
meeting?
(stay)
s ShatlI get to the satesmanager?
.......
6 | can't into it now.I'mtoo busy. tr Fittinthegaps.
Make offersand suggestionswith 'll andshall. leaflet guided souvenirs
t l/do/it/tater. peak shuttle map
/'//,{oit /,rttr
The ttr,ryt of the city centreshows
we / them/callback?
interestingplacesfor tourists.
bus everyhour fromthe
Thereis a ....,,,....,........,.
| / check/ details/ today. airportto the hotel.
3 Mosttouristsbuy of theirvisit.
' / n.'I*'. ..il inir.t.;;;;. tours.
4 Many museumsoffer.....,.....,...-......
has a list of
5 This information...,....,,...,........
| / contact/ hotet? restaurants.
It'sdifflcultto get theatreticketsduring
we / book / seats/ no; t periods.
?

F i t ti n t h eg a p s .
E
forward discussed find following Makepredictions
usingwill.
E
attached confirm hesitate r I don'tthink/ he / finish/ on time .
1 I'mwritingto +:ttti.:t.mY flightdetails. L:.,
L! ú Úcll1Íit.,:l
| :fu|t".t lt tttl tt.........
.
2 Please.............belowthe detailsof / | thinkI theyI be / over budget.
2 personally,
the hotel.
As , we are arrivingin Toronto 3 lthinklitlbe/aflop.
at 74.45.
to contactme, if you
4 Pleasedon't ............,......... 4 the proiectI notI be / a success.
needfurtherdetails.
s I look to meetingyou againsoon.
5 | don'tthink/ we / solve/ the probtem.
6 Pleasefind the schedulefor
theproiect.
6 the sales figuresI not I improveI next month.
7 ,..our phoneconversation,
I reserved
your traintickets.
Writesentenceswith the samemeaning.
tr Filtinthegaps.
Use the words in brackets.
1 He'scomingtomorrow.I'mcertainaboutthat. altowance discount non-refundabte
one-way advance excess include
(definitely)t!t.|:..:!.+Í.u,!t.Út
:.::ltlttl:t.
t.+!!.,.!.|,.!.!.!!!!:
.
2 lt's likelythey'llget the contract. 1 Can I get a .. if I book early?
,.t!.1,1:::,.:.tut.
(probably) 2 Doesthe priceof the ticket
Maybe I'll go to Spain on holidaythis year. airporttaxes?
(perhaps) 3 You can'tcancelthe ticket- it's
4 I'msure there'llbe a big a marketfor this
product. 4 The baggage. is 25 kitos.
(certainly) 5 There'san ..--..- -....baggagecharge
5 Perhapstheirprofitswill be betterthis quarter. of f5 per kilo.
(possibly) 6 lt'scheaperif you book in
7 Do you want a returnticketor fust
Matchthe pairsof sentences. ')
Write a-e in the boxes.
r E She'splanningto set lowertargets.
2 ! She'shopingto finishthe proiectearly.
3 ! She'sonly 20 but her goal is to be chief Fitlin thegaps.
executive. E
4 u She'saimingto increasesales verysoon. Masters ioined promoted trainee
post left graduated
5 ! She'sgoingto calculatethe costs carefully.

a She'salwaysoptimisticabout schedules. I studiedFrenchand Spanishat the Universityof

b She has a good short-term
marketingstrategy. London an! 7qnrittt!.4!.in 2001. I accepteda
c She wants peopleto meettheir objectives at Flexcoas a 3 . Luckily
moreeasily. Flexcopaid for me to do a in
d She wantsthe budgetto be realistic. Management. Aftertwo years I was 5...
e She'svery ambitious. to assistant manager of international sales,but I
didn'tlike it' |t was too stressful!| ó
Make first conditionalsentenceswith if.
r flightbe delayed/ | stay at airport. Flexcosix monthslaterand went to work for
Practicon.I 7 my currentcompany,TZK,
ltt th::.:ll.tÍl:l.,l'
t|,lt|tt!!.!!.l!.!/.!::!'..|.:|!..,'Í.,!!
!Í.Í!l:.
Z supp\iersnotde\iver it today/ we notflrnish a tew months ago and |m very happy here.
ontime. Past simp\e oÍpÍesentpertect? titt in the gaps
with the correcttense of the verb.
3 you work hard/ you achieveyour goal on severalbig proiectslike
t .lv-::.tt:qt.k+:r!,.......,,.
this. (work)
+ projectnot be successful/we lose a lot of .-.... with her on a proiectlast
| ..-- ....-....
money. year. (work)
3 t.. a Mastersin t997. (do)
....,.......
5 they not finishiob / they work late tonight 4 She ...,.. . a lot of largeteams,
but this is the largest.(manage)
e pricenot be too high/ we increasesales . He .-..,....,...,..... for six different
companiesduringhis career.(work)
6 | . ......... this companyin 2001.
(ioin)
7 | .... to nearlY40 different
countrieson businesstrips.(travel)
 Grammarand vocabularypractice

Makesentences.Use the presentperfect.

tr Fittinthesaps.
I youI use lthis programmebefore?
(/ti.s
boring frightening happy hard
H,tvt' ttott ttsl{ _ _ _ _ t _ _ _ _ ' { "+ " "" " " " ' ' _ _ ttÍ,,rt?
_ _ _ _ _ _ _ _ _ _ _ L,t.L|l|t1t,,It,I., _t'_"_____
interesting sad frightened relaxed
2 | / notI see I this versionbefore. bored incredible

3 you/ work/ with her before? t lI's hqt:lt to run a marathon,especiallyfor

the firsttime.
4 youI everlvisit / China? 2 I'm -...,--.... ! | want to go and do
something fun!
3 The firsttime I went skiing I was a bit
.a
5 |/ n e v e r / v i s i t / C a n a d
rr I didn'twin the race,but I was still
| | no| I use / this system before. with third place.
The instructorwas good.The lessonwas
you / everI \iveI in a differentcountry? VCTV
We waitedat the airportfor hours.lt was
really .. ....- .
Matchthe pairs to makesentences.
I lost one of my skis at highspeed.lt was
Writea-g in the boxes.
really
t @ They'vemadevery good
8 I'malways when I'mon holiday.
2 ! Our engineersare two months 9 | wentto Indialast year.lt was -......-....
3 ! We'rehavingtrouble lwas so to leave.
4 ! This delay meansthat we'renow
5 ! Our new sales executive
ó n |'vegotsome
7 ! I'moptimistic
aboutthe business Filtin thegaps.
E
a the new machines.
installing fell rose index currencies
b becausethingsare goíngwell. stock shares
c aheadof schedule.
1 We accept paymentin al[ major +'t.t!.!.!:!t!.i!',1
d is doingwell.
2 . 100 points
The FTSEindex ................
e two weeksbehindschedule. yesterdayto its lowestpoint in ten years.
f good news- we'vefounda new supplier! The London marketis closedfor
g progressin the last threeweeks. the holidays.
4 We now hold 30% of the in BM
Fitt in the gaps with olready,yet or so for.
Products.
1 Haveyou finished 4qt....... ?
The CAC 40 is the stock market........,............
2 We haveto build six unitstoday,and we've in France.
.
only built two .........,............
The strongdollar againstthe yen
........-.
3 | didn't plan to finish all the work today,but yesterday.
I've.............-........
done everything.
4 The work has gone well butwe
haven'tdonethe hardestjob ..--. .
A Haveyou bookedyour flight ?
,..........
B No, I'm going to book it this afternoon.
A Can you send me the report?
sent it to you. I emailedit
B I've_.-,...-_...-_..._....
yesterday.
 Make sentences.Use the presentperfect. Matchthe wordsto the definitions.
Writea-g in the boxes.
t what/ happen/ to shareprices/ today?
I B A personwho introduces a televisionshow.
W/t,tt / t , t " / t , t l , t , , . , , , ' , {Í . , . ' / t , t , i ' / t t t . ( t . s Í , , t { l t t ?
2 E A dramaabouteverydaytife,whichyou
2 this monththe FTSEI riseI 2o/".
can watch everyweek on TV.
3E A personwho takes part in a quiz or
3 thisyearthepriceof oil/ be / stable. competition.
4! A foreignfilmwhichis in your language.
+ thisweeksharesi. u"ff.r*.*..I *" J"-r . 5! Theyinterview famouspeoplein this type
of programme.
inoex
5 theDowJones f iaLr
/ ;il; ;ilJ;; . 6E The writtentranslationof the text of
a foreignfilm.
7E A seriousprogramme aboutnature,
Matchthe pairsto makesentences.Look historybusinessor politics.
carefullyat the tenses!Writea-f in the boxes.
1 E Last monthpropertypricesin the UK a subtittes b contestant c talk show
d presenter edubbed fdocumentary
2 E Thisyearhousepricesin Japan
s soap opera
3 E So far this yearhousesalesin
4 E In the late 1980s house pricesin
5 E At the momentpeople
6 E A two-bedroomflat in London Matchthe pairsto makesentences.
Writea-g in the boxes.
a are spendinghugeamountsof moneyon
property. 1 E We havea new advertising
b the UK startedto rise. 2 LJ We promoteour brand
c fell by O.2o/o. 3 L__l We advertiseon TV and in
d the USA have stayedstrong. 4 E Sometimes we marketour
e have fallen. 5 E Our new logo is designedto
f coststhe sameas a housein Liverpool. 6 I The footballclub found
7 E Advertsin newspapersare
F i t ti n t h e g a p s .
a a veryeffectiveway of marketing.
property loan mortgage lend b brandin televisioncommercials.
unemployment boom interest recession
c strategy.
1 We took out a very big tttt,t.tlttt.',
, when we d in a very imaginativeway.
boughtour house. e sponsorship for the under-18
team.
2 I pay 18% on my creditcard. f businessmagazines.
3 The priceof . .,. . is veryhighin London. s giveus a moremodernimage.
4 Highlevelsof ...... .....are bad for the
Changethe sentencesfromthe activeto
economy.
the passive.
I need to get a ...-.. -..,,...
fromthe bank to
buy a new car. r Miltionsof peoplesaw the advert.
6 The bank won't ..,,. him any money. Tlll ,ttLt:tt l!:!,.|Jil. !:u u,t|!t::lt:
':Í/,,.'+!/.,/t|'....'
7 The biggest in the USAwas in 2 A lot of businesspeople readthis magazine
1.929,afterthe stock marketcrashed. everyweek.
8 Thereis a in the propertymarket.
Priceshave neverbeen so high. 3 Companiesadvertiselots of productson
billboards.

[_,",
 Grammarandvocabularypractice

a Theysponsoredour basketball
team.

5 Thisasency
a.risn.Jo;; ;J i;;;. Fittin thegaps.
E
6 ourmanaging
oi,..t"t.ls;;';iiil;;. how idea could why about
suggestions not

7 That'sa reallyinteresting i{tn .

Fittin thegaps.
E 2 ,,,,.,,. let peopledownloaddirect
We ,,,..
hire invest raise go bankrupt launch fromthe Internet.
set up cut costs lay off 3 usingdifferentpackaging?
What .. ......-..,...,,
4 Why . . .. . . justchangethe shapeof
7 We . ;+t !.!lt the companyfiveyearsago.
the box?
2 The companycouldn't
5 Any .....aboutthe marketingstrategy?
enoughfinanceto expand.
6 aboutusinga new logo?
Fortunately we foundsomeonewho wanted
to .........,..,...,..,in our business. 7 don'twe ask our customers what
they want?
We'replanningto -,.our new
productnextyear. Completethe secondconditionalsentences.
5We by closingone of our Use the correctformsof the verbs.
factories.
r packaging,they
lf CDs .....t{tt.!2!t.ltttt.t1.....
Businessisn'tgoodthis year,so we aregoingto
someof our production
.,,,,,..,. team. cheaper.(not have,be)
tt,5ú{b+:'..''..
lf our businessdoesn'timproverapidlywe'll 2 Our CDs moreif they
cheaper.(sell,be)
....,,.,
I lt costs a lot of moneyto .,,,,,,,.,,.,,,.,,,. 3 lfwe the príce,we
experienced workers. more CDs. (lower, sell)
,...,.....
I think we ,..,,..,..,...,,., moreCDs if we
Fittin the gaps with adverbs. themin biggerpacks.
,,..,..,,.
r She founda new job .t,.t:1./1t . kasy) (sell, sell)
2 The new managerworks . (hard) lf we lateralthinking,we
. (careful)
3 He plans everythingvery ,,..,.,,,..,,,,, betterideas. (use,have)
........,.
4 Sales increased last year. (quick) Fittin thesaps.
E
5 We needto changeour products
(significant) haveto shouldn't should
don'thaveto should
ó They'rep[anningto .'.....'.....'........
expandthe
business.(gradual)
I don'tthink you criticise
shu[+1.........
Matchthe pairs.Writea-e in the boxes. otherpeople'sideas.lt'snot hetpfut.
1 Á |s it safe to pay by creditcard? In my opinionwe ..,..,..,,.... change
2 L__] Click hereto join now. our logo becauseit's very well known by
the pubtic.
3 L_l I'veboughtsome antivirussoftware.
In our companyyou agree
..,..-..,,
4 L_l lt was easy to fitl in the registration
form with everything the boss says.She likes
online. hearingdifferentideas.
5 E You needtwo piecesof informationto log You ,,,.,,,,,,,.,,,, alwaysmake it clear
in. thatyou'recriticising the idea,not the person.
a You haveto have a user nameand password. You ...--....
. use this safety
b Theydidn'twant muchinformation. equipmentin the tab.lt'sa companyrule.
c Membersget fultaccessto the site.
d Yes,this site has a secureserver.
e It'simportant to installregularupdates.
 Match the pairs to makesentences. The bridgegoes .............the Azo4 road
Write a-f in the boxes. nearthe town centre.
The Eurotunnelgoes .. the Engtish
t @ I'mnot sure
channel.
2 L__l I'mworriedabout
fliesjust
A hovercraft the water.
3 E I'mgoingto makea few proposals
4 E lrecommendthat Matchthe pairsto makesentences.
A
5 E We haveto considerthe r The motoruay a very light.
6 ! Thereare manybenefitsin cuttingour z The traintrack b about1,000
kilograms.
a unstableeconomicsituation.
The heightof the is 1.2 metres
b about layingoff staffat the moment. bridge wide.
c spendingon advertising. The weightof this is about145
d we should buitda new factory. car is mileslong.
e expanding the businesstoo quickly. This taptopweighs is only 3.2
f for you to discuss. only 1.2 kilos. lt's metres.

Matchthe opposites.Writea-g in the boxes. Fittin thegaps.

E
1 Á The planelanded. regulations safety accidents procedure
2 tr | missedmy connection. prevent heatth protective precautions
3 tr We were delayed.
4 tr | changedin London. t Thereare ..!u./tlt... signsin
and .....,................
everypartof the factory.
5 ! | rushedto the airport.
2 Youmusttakesafety to avoid
.,........
6 tr | cancelledmy ticket.
7 n They didn'tgive my moneyback.
The .....say that you haveto wear ear
a The flightwas on time. protectionat all times.
b I took a directtrain. 4 Hardhatshelpto injuries.
c I took my time. 5 You must completeeach....,.........,.......
in the
orderon the list.
d We took off.
e I got a refund.
6 What -. equipmentdo you needfor
this job?
f I caughtthe train.
s I madea reservation. FittinthegapswithmustoÍmustn't.
tr
7 You 11tq11!.. have a licenceto drivea car.
2 You ........
. .. ,...,smoke in the toiletson a
plane.
Filtin thegaps. You ........ drinklots of waterwhenyou
E run a marathon.
over under out around 4 You tatkto a bus driver,when he's
above along through off driving.
You .....be over 14 to have a part-
1 To get Ll4t of the buildins,Bo timeiob in the UK.
the doorsoppositereception. You ..,,,swim here.The lake is used
2 Drive this road for two kilometres- for drinkingwater.
the stationis on the right. speak Germanand Englishto
You -.....-....-.........-
the city yesterdaybut
We droveall .. .........-....... get a iob as a Lufthansapilot.
couldn'tfind the office. You send dangerousitems by
...,.,-
Don'tforgetto get ,,...,,,...,....
...the train in mail.
Birmingham.
 Grammar practice
andvocabulary

Fitlinthegaps. the meeting/ not start/ untit/ the boss/ be

tr there.
cabin balcony bunk adapters sauna
nightctub baths shower dry laundry she / be in contact/ again/ when/ ptane/
land .
t Our utltLt...on the cruiseship was quite
small.Therewas only room for two -...,-...,,..
they/ notleave
/ b.f";l;;; /;;il .
beds.
I triedthe last nightbut I foundit
far too hot. F i l li n t h eg a p s .
E
The DJ in the .....was reallygood fun.
reluctant keen promised refused
The most expensivecabinshad ...-.....--.....-. . but happy agreed
we only had a .......-...
The . . ...............
cleaningserviceat the 1 He said he wasn't klltt to have a formal
was excellent.
meeting,but was to talk over coffee.
You could buy international ..............for the
I askedJennyif we coutdchangethe dateof
electricalsockets.
the meetingand she
We had an excellentview fromthe
to give us a refund
The travelagent......................
outsideour cabin.
becausewe cancelledat the last minute.
to agreeto this, becauselast
I'm ......,......,........
timeyou didn'tdeliveron time.
He ... ...,........
to deliverthe orderon time.
Matchthe pairsto makesentences.
Writea-h in the boxes. thereported
Complete speechsentences.
tr
t E Sally and Jenny,who are both away, 1 'l'il be [ate.'
2 | Jackhas kindlYagreed
He said he ry,lqlt{bt' late.
2 'l'll circulate
the minutes.'
3 L_-l The agenda
She promised she .. .. . the minutes.
4 L__l I think everyonehas a copy
'Theycan'tattendthe meeting.'
5 L__l lf you can'tattenda meeting,
6 L_.1 We didn'thold Theysaid they ,.......... the meeting.
'l havecopyof the report.'
7 E We'vecalledthis meetingto
Let'sdíscuss I t o t dh i m I a copyof the
8 !
report.
a to chairthe meetingtoday. 5 'l'll meetyou later.'
b of the minutesof the lastmeeting. He said he me later.
c a progressmeetinglast week.We were 6 'We can deliveron time.'
too busy. We totd them we on time.
.-....,..,
d itemfouron the agenda.
e discussthe financialcrisis. Matchthe pairs.Writea-e in the boxes.
f send theirapologies. t Á How are you?
2 | SorryI'mlate.
s was circulatedlast week.
h send an emaiIor phoneto tell us. 3 L__l Do you mind if I makea call?
4 E Shaltwe take a break?
Make sentenceswith timeclauses.
5 Ll Can I get you anythingto drink?
r we / email/ you / whenI SetI home.
a That'sOK.
W/// ,'trtrti/ tlrrrt ,r,/tr'tt rt,t' rlct /tttttrt'.
b No, I'mfine,thanks.
z | / phone/ hotel/ as soon as / know/ all the
details. c Good idea.
d Fine,thankyou.
e Not at all.
Grammar reference
GERUND
• We use a verb + -ing after verbs of like and
dislike (like/love/enjoy/ hate, etc.).
He doesn't like travelling.
• We also use the gerund after certain
expressions which end with at.
I'm good at thinking of new ideas.
• We can use the gerund as a noun.
Managing people isn't easy.
ADJECTIVES
• Adjectives go before the noun they describe
(or after the verb be).
It's a new computer.
This computer is new.
• Adjectives have only one form for singular
and plural.
It's a big house with a small garden.
They are big houses with small gardens.
2.1 Comparatives
• We use the comparative to compare two
things. The forms are:
adjective + -er + (than)
This computer is cheaper than that one.
more/less + adjective + (than)
Shopping online is less expensive than
shopping in a supermarket.
The form you use depends on the number of
syllables in the adjective.
• For one-syllable adjectives ending in a
consonant, add -er:
small> smaller cheap> cheaper
fast> faster
(Some short adjectives double the final
consonant: big> bigger)
• If a one-syllable adjective already ends in
you just add or:
safe> safer nice> nicer large> larger
• If a two-syllable adjective ends in -y, take
away the -y and add -ier:
busy> busier easy> easier
• If a two-syllable adjective ends in a
consonant, use more + adjective:
modern> more modern
formal> more formal
L lo6
• With long adjectives of three or more
syllables, use more + adjective:
expensive> more expensive
economical> more economical
There is only one negative comparative form:
less + adjective:
less cheap less busy less modern
less expensive
• There is no pattern to irregular adjectives.
You have to learn the different forms of the
comparative.
The results were worse/better than I
expected.
• We also use (not) as ... as to make
comparisons.
We are as busy this month as we were last
month. (= the same)
The new system is not as efficient as the old
one. (= less)
2.2 Superlatives
• There are two different ways to make the
positive superlative form of regular
adjectives.
The forms are:
the + adjective + -est
China is the biggest market for our products.
the + most/least + adjective
It's the least expensive option.
The form you use depends on the number of
syllables in the adjective.
• For one-syllable adjectives ending in a
consonant, add -est:
small> the smallest cheap> the cheapest
fast> the fastest
(Some short adjectives double the final
consonant: big> biggest)
-e, • If a one-syllable adjective already ends in -e,
you just add -t:
safe> the safest nice> the nicest
large> the largest
• If a two-syllable adjective ends in -y, take
away the -y and add -iest:
busy> the busiest easy> the easiest
• If a two-syllable adjective ends in a
consonant, use the most + adjective:
modern> the most modern formal> the
most formal
~
 reference
Grammar

. With long adiectivesof threeor more Questions Shortanswers

syllables,use the most + adjective: positive negative
expensive ) the most expensive economical
) the most economical Am | ...? Yes,I am. No, I'mnot.
(one form)
o Thereis only one negativecomparative form:
the least + adiective: Are you ...? Yes,you are. No, you aren't/
you'renot.
the leost cheap the least busy
the leost modern the least expensive ls he ...? Yes,he is. No, he isn't/
o Thereis no patternto irregularadiectives. he's not.
You have to learn the differentforms of the ls she ...? Yes,she is. No, she isn't/
superlative. she'snot.
These are the best/worst resultssince 1999.
ls it ...? Yes,it is. No, it isn't/
2.3 toolenough it's not.
o We use too to say'more than necessary'or Are we ...? Yes,we are. No, we aren't/
'morethan you need or want'.The form is:
we'renot.
Íoo+ adiective
Are they ...? Yes,they are. No, they aren't/
big >too big small >too small they'renot.
o We also use not ...enoughto say'not as
muchas you need or want'.The form is: o We use the shortform in conversations.
8e has two negativeshort forms.They are
not+adjective+enough
old bothcommon.
big > not big enough smoll > not small
enough 3.1.2 (Xherverbs
o We use the presentsimpleto talk about
ABOUTTHEPRESENT
TALKING routines,regularactivitiesand thingsthatare
E generallytrue.
3.1 Presentsimple
Helen work in Manchester.
3.1.1 be She goes to work by train.
The verb be is irregular. o For companynameswe use the third person
ucts. Positive singularor the third personplural.
Vekoma sell/ sells rollercoa sters.
long form short form
lam I'm Positive
rof
you are you're work
l/you/we/they
he is he's works
he/she/it
she is she's
Negative
Bt it is it's
don't work
l/you/we/they
we are we're
he/she/itdoesn'twork
they are they're
Questions Shortanswers
ll .€ ' Negatives
Do l/you/we/ Yes, l/you/we/they
do.
long form short form
they work? No, l/you/we/they
don't.
I am not I'mnot
Does he/she/ Yes, he/she/itdoes.
you are not you aren't/ you'renot it work? No, he/she/itdoesn't.
he is not he isn't/ he'snot (don't: do not,doesn't: does not)
she is not she isn't/ she'snot
Normally,we use the short forms(don't/doesn't
it is not it isn't/ it's not in conversation.
we are not we aren't/ we'renot
they are not they aren't/ they'renot
 '"4

Formostregularverbs,add an -s to the Shortanswers

infinitiveto makethe thirdpersonsingular. positive
Add -esto do, go, andverbsendingin -ch, Yes,I am.
-sh,-s or -x. Forverbsendingin consonant
+ -y,change-y to -ies. Yes,he/sheit is.
Yes,you/we/they are.
lnfinitive he/she/it negative
live lives No,I'mnot.
go goes No,he/she/it I isn't/ 's not.
No,you/we/they 're
do does I aren't/ not.
watch watches lf the infinitiveof the verbendsin -e,remove
the -e beforeadding-ing.
fax faxes
make>maklng
supply supplies phone>phonlng
study studaes have>havlng
o We usedo to makequestionsin the present Withverbsthatend witha consonant, vowel,
simple,bútdo is also an ordinaryverb: consonant(forexample:cwlm,run,travel)
you doublethe last consonant.
Whatdo you do?- l'm an accountant.
run running
She doesaerobicsat a sportsclub.
swim swimming
3.2 Presentcontinuous
travel travelling
o We usethe presentcontinuous to describe
what! happening now.
tr TAI.rTNG
ABourrHE
PAsr
Theformof the presentcontinuous is:
4.1 Past slmple
be+verb+-ing.
Where'sNick?- He's hovlnglunchat the 4.7.7 be
moment. o The verb be is irregular.ln the past simple
They'revlsitlngour newfactorythis week. we don't use didn't with be.
l'm worklng at home today. Positive
Positive l/he/she/it
was
I'm working you/we/they
were
i
'I he!/she's/it's going Negative
$ you're/we're/they're visiting l/he/she/it
wasn't
Negative you/we/they
weren't
I
I
I'mnot Questions
I lw or king
t
ll
I
's
he/she/itisn't Iisn't/ not lgoing Was l/he/she/it
...?
tl
I you/we/theyaren't I aren't/ 're not lvisiting

iI
Wereyou/we/they...?
Questions Short answers
]í
ii
Aml working?
rl
].ü
positive
ls he/she/it going?
il Yes, l/he/she/it
was.
t'!

if;
Are you/we/they visiting? Yes,you/we/they
were.

lt
negative

tt No, l/he/she/it
wasn't.
No, you/we/they
weren't.

. Wosn'tand weren'ta(e short torms for wos
not and werenot. We normallyuse the short
formsof the negativein conversation.
4.1.2 Regularverbs
The form for the past simpleis the same for
all persons.Most regularverbsfollowthe
same pattern.
Positive:subject+ infinitive+ -ed
He talked to Ben yesterday.
Negative:subject+ didn't + infinitive
They didn't discuss the report.
Question: Drd+ subject+ infinitive
Did you tolk aboutthe trip to China?
Short answers Yes/No,+ subject+ did/didn't.
Yes, l did. / No, l dÍdn,t.
For verbsendingin -e, just add -d, to make
the positiveform.
phone
I phoned him, but he was in a meeting.
receive
We receivedyour order last Monday.
For verbsendingínconsonant+ -y, change-y
Í.o-ied.
supply
Lost year we supplied oll their stores.
study
She studíedGermanfor two vears.
4.1.3 lrregularverbs
See the irregular
verb list on page113.
4.2 Presentperfect
4.2.1 Regularverbs
o The form of the presentperfectis:
have/has+ the past participle
The past participle
of regularverbsis:
+ -ed
infinitive
work >worked
live >lived
start >started
tr
Positive:subject+ have/has+ past participte
l've finished the report.
Negative:subject+ haven't/hosn't
+ past
participle
He hosn,torrÍvedat the airportyet.
Questions:Have/Has+ past participle
Have you phoned Tony today?
Shortanswers:Yes/No,+ subject+ have/haven't
Yes, I have. / No, I hoven't.
Grammar reterence
_
4.2.2 \negu\arvehs
See the irregularverb list on page 113.
4.2.3 Presentperfect:past experience
o We use the presentperfectto talk about
generalexperience in the past.
SheB worked in Switzerland, France and ltaly.
He hosn't been to Asia.
l've never had a job with on advertising
agency.
Have you used this software?
o lf you talk aboutspecificmomentsand events
in the past,aftera Have you ever ...?question,
use the pastsimple,not the presentperfect.
Haveyoueverworked for a finance company?
- Yes, I worked for Citicorp in 1996.
Hoveyou everstudied businessmanagement?
- Yes, I did an MBA at Harvard.
4.2.4 Present perfect with yet, already,so far
o Yet = 'beforenow'.We use yet with the
presentperfectwith questionsand negatives
(butnot in positivesentences).
Have you sent the email yet?
Theyhaven't made a decisionyet.
o AIreadY= 'at a time in the past'.
We'veolready designed the machine.
o So far = 'untilnow'
l've checkedhalf of the order so far.
4.2.5 Present perfect with today, this week/
month/yeor
o We use the presentperfectwith thesetime
expressions to describeactionsthat are not
finishedat the timeof speaking.
Share prices in BP hove risen 1% this mornÍng.
(lt is not yet 12.00.)
The price of steel hos gone up this week.
(lt is not yet the end of the week.)
The Dow Jones index has follen 8"/"this year.
(lt is not yet the end of the year.)
TALKTNG
ABouTTHEFUTURE
5.1 Presentcontinuous: futurearrangements
o We use the presentcontinuous to talk about
definitearrangements for the future.
She'spresenting the new product on Friday.
l'm going to Milan next week.
5.2 Presentsimple tense for futuretimetables. l'II email you os soon os I reach the office.
o We use the presentsimpleto talk about future (NoÍ
timetablesand schedules(oftenwith specific €tr]e.)
timesor dates).
I arrive at 12.00.
tr coNDrrtoNAL
The conference storts on Monday 17thApril. 6.1 Firstconditional
5.3 Futurewith going to o The formof the firstconditionalis:
o We use going Íoto talk about plans and f + presentsimple+ ru//
intentions. lf I see Jim, l'il ask him for a copy of the
The form is:.be + going to + infinitive. agenda.('ll:lwill)
o Positive: o We use firstconditionalfor thingswhichwill
We'regoing to discuss the plans with the possiblyhappen.
teom. lf the plan work we'll start the project
o Negative: tomorrow.
They aren't / They're notgoing to have a lf demandgrows, we'IIincreaseproduction.
meeting todoy. Sometimes f comesin the middleof the
o Questionsand shortanswers: sentence.The form of the firstconditional
is then:
Is she going to talk about the new project?-
Yes,she Ís,/ No,she isn,t, will + if + presentsimple.
It'IIbe impossible to achieve our objectives,
5.4 Futurewith tví|l
if we'rebehind schedule.
5.4.1 Predictionswith wíll
6.2 Secondconditional
o We use vvil/to predictwhat will happenin the
o The formof the secondconditional is:
future.lt is often used with expressionsof
opinion(l thinkl'm sure)or with wordssuch f + past simple+ would
as certainly, maybe, probably, definitely, lf I went to the conference,l'd fly back the
possibly,perhaps. next day. (l'd : I would)
I think the plan will work. o We use the secondconditional whenwe
l don,tthínkshe,ll aet here on time. imaginewhatmighthappenin the future.
(she'll : she will) lf we trovelled by car, we'd get there quicker.
It'll definitely be a flop. Yes, l'm sure it won't If you worked |íarder,you,d be more
work. (won't : will not) successful.
o When speaking,w7l is nearlyalways Sometimes f comesin the middleof the
shortenedto 'll afterpronounsand very often sentence.The form of the secondconditional
afternouns but the shortformafternounsis is then:
neverwritten. would+f+pastsimple
We can say: 'l think the plan'[[work.' It would be lighter if we used plastic.
We alwayswrite:I think the plan wi[[work.
(NoIW)
A PAssrvE
5.4.2 Time expressionswith will o The passiveis less directthan the active.
o We use expressionssuch as when,os soon as, It is oftenused to describeprocesses.
before and until to make it clear when we are We frequentlyuse the passivewhen it's
goingto do something. Forthe firstclausein not important to knowwhator who did
the sentencewe use razill + infinitive,but after the action.
the time expression(forthe secondclause)we The form of the passiveis:
use a presenttense. be + past participte
l'll contactyou when I get home. Active: Lots of people read The Times.
We'll prepare the plan before the meeting Passive:The Timesis read by lots of people.
starts.
We,IIbe very busy until the project Ís
finished.
 Grammarreference

Active: Theyshowed the advertson TV last 9.2 hove to

month.
Passive:The advertswereshown on TV last
month.
(Forthe past participlesof irregularverbs
see the verb list on page113.)
tr ANDsuGGEsrtoNs
oFFERs
8.1 sholl
o We use shall and /ef'sto makesuggestions.
The formsare:
Shall + l/we + infinitive?
Let's + infinitive
o Use Shall I ...?when you offerto do
somethingor suggestdoingsomething.
ShoIII do the photocopiesfor you?
Sholl I book the flights?
o Use Shall we ...7when you want to suggest
doingsomething with someoneelse.
Sholl we meet next week?
Shall we talk about the design?
8.2 wÍIIzspontaneousdecisionsand offers
o We use willwhenwe offeror quicklydecide
to do somethingat the timeof speaking:
Can I give you the number?- Yes, l'll write
it down.
Antonio's having lunch.- OK, l'll coll
bock later.
@ AD VERBSoFMANNER
Thephotocopierisn't working.- Right,l'il
call someone to fix it.
(NOTl-ee{J+e+reor*)
o The shortform of will is '//.Alwaysuse the
shortformwhen you speak,for offersand
decisions.
MODALVERBS
9.7 should
o We use should when we want to say that
it'sa good/badideato do something.
The form is:
positiveand negative:subject+
should/shouldn,t + infinitíve
I think we should sell this at a lower price.
ln my view, we shouldn't build the new
factory there.
questions:Should + subfect+ infinitive?
Should we stoy here? Whatdo you think?
o We use have Íowhen it's necessaryto do
somethingand don't hove to when you don't
needto do something.
The form is:
positive:subject+ have/hasto + infinitive
You hoveto wear a hard hat in the building.
negative:subject+ don't/doesn'thave to +
infinitive
You don't hove to weorprotectiveclothing
here. lt's quite safe.
questions:Do/Does+ subiect+ have to +
infinitive?
Do I hove to wear protectiveclothes?
9.3 must
o We also use musf insteadof have/hasto
to say 'it'snecessary
to do something'. lt has
the same meaningas have fo, but is used
less often.
The form is:
positive:subject+ must+ infinitive
You must be over 17 to drive a car UK.
o Mustn'thas a completely different meaning
fromdon'thave to. lt meansthat something
is 'notallowedor permitted'.
negative:subject+ mLtstn't+ infinitive
You mustn'tsmoke in the lift.
Adverbsof mannerdescribeactionsin
moredetail.Theynormallycomeat the
end of a sentence.
She drives corefully.
He drove fast.
They work well.
The form of most adverbsis: adjectives+ -/y
quick >quickly
serious >seriously
quiet ) quietly
Someadverbshavethe sameformas the
adjective:
hard >hord fast >fost friendly >friendly
A few adverbsare irregular:
good >well
E PREPosrrtor{s
11.1 Location/Position
o Theseprepositions describewherea place,
personor thingis.
Madrid is ln Spain, in the centre.
Cantonis neor Hong Kong.
His office is obwe the shop.
Thesubmarineis underthe sea.
Thecomputeris on the desk.
He's of the stationnow.
She'sof hometoday.
11.2 tlovement
o Theseprepositions describethe directionand
movement of something or someone.
You can go lnto the city centrefrom the
airport by taxi.
Thebest way outoÍthe terminalis through
these doors.
Youhave to get off the bus here.
Thebridge goes actoss the river.
I walkedaroundthe officebut I couldn,t
find you.
TheEurotunnelgoes under the English
Channel.
Thesestairsonly go up to thefourthfloor.
He drove olong the street.

E REPoRTED
sPEEcH
We use reportedspeechwhenwe describe
whatsomebodysaid.
Whenthe verbin directspeechis will or can
the formis:
pastsimple+ subject+ would/could
Directspeech:'l'il be lote.'
Reportedspeech:He toldme he wuld be late.
Directspeech:'Wecan'tdeliveron time.'
Reportedspeech:Theysald theycouldnT
deliveron time.
Forall otherverbsthe formis:
pastsimple+subject+ pastsimple
Directspeechz'The wo* is on schedule.,
Reportedspeech:She told me the work was
on schedule.
Thereare otherreportingverbswe ciln use to
describewhatsomebodysaid (promise,offer,
refuse,agree, etc).
He ogreed to give a presentation.
l promlsed to be thereon tÍme.
 reference
Grammar

!RREGULARVERBS
lnfinitive Pastsimple Pastparticiple say said said
be was/were been see saw seen
become became become sell sold sold
begin began begun send sent sent
break broke broken sing sang sung
bring brought brought sleep slept slept
build built built speak spoke spoken
buy bought bought speno spent spent
catch caught caught stand stood stood
choose chose chosen swim swam swum
come came come take took taken
cost cost cost teach taught taught
cut cut cut tett totd totd
do did done think thought thought
draw drew drawn throw threw thrown
drink diank drunk understand understood understood
drive drove driven wake woke woken
eat ate eaten wear wore worn
fall fell fallen win won won
feel felt felt write wrote written
find found found
fly flew flown
forget forgot forgotten
get got got
give gave given
go went gone
have had had
hear heard/hsrd/ heard
keep kept kept
know knew known
learn learned/learntlearned/learnt
leave teft teft
lose lost lost
make made made
meet met met
pay paid paid
put put put
read read lredl read
ring rang rung
rlln ran run
Transcripts
1 a lot. Forme,it'sgood,becauseI travelwithmy
OK.Welcomeeverybody. Ah, my name'slvanMagnusson. iob as a trainer.
And,also,I'min customerservice,
I'myourtrainerfor this two-daycourse.A course,as you so ...
know,calledInternational David You'rethe perfectsecretagent.
Customer
Service.Um ...to
begin,I justwantto explain, quickly,
whatI do.Andthen lvan Yeah.And I enjoyit. I don'tlike the paperwork,
you can talk aboutyouriobs.So I'man exportconsultant. but the restis goodfun ...OK, let'slook at some
I specialisein services... examplesof bad customer service...

2 6
(Rep : Representative)
Ella My name'sEllaGrady.I'min the customer service
department. I'mthe European Woman So you makeplasticanimals.
customer service
manager. So, um ...I look aftercustomer Rep That'sright.Atl life-size.Cows,horses,sheep...
service
for Europe. Woman They?everyrealistic. ...Oh,and theymove!
lvan So areyou in chargeof the department? Rep Theirheadsmove.Theymakesounds,if you iust
Ella I'mnot the department manager, no. I reportto touchthem...
the customerservicemanager. He'sin chargeof Woman Oh!
Rep Theydon'twalk!Ourcustomers preferthemto
the department.
David She reportsto me! stayin one place.
lvan Ah!The boss is here! Woman Yes,right.So who areyourcustomers? Wheredo
you sell thesethings?
David I'mafraidso!
lvan And is yourboss here? Rep We sell a lot to fun parks,shoppingcentres,
playgrounds ...Chitdren all overthe worldlove
David No,she isn'ton the course.Fortunately!
lvan I see.So, Ella,you aren'tthe department manager, them.We exportto twenty-five countries.
but do you havea team...in the department? Woman Really?| managea smallfun parkin Germany.
Yeah,I managea smallteamof assistants. It'sfor childrenup to twelveyearsold.
Ella Five
people.They?enot all here- lust two of them. Rep Well,theseare perfectfor that age.We havea lot
lvan Right.And how big is the regionyou tookafter? of customers in Germany. We workwith
Ella We'reresponsible for customers in Europe,um ... a companycalledDDA,in Frankfurt. Theyinstalt
eighteencountries, altogether. our products, and lookaftermaintenance and
lvan And do you havedirectcontactwithcustomers? Do after-salesservicefor all our Germancustomers.
you speakto them? Woman Right.So whatcountryareyou from?
Ella Oh yes.The difficultones,usually!| dealwith Rep FromCanada.We havea factorynearMontreal.
problemsmostof the time. We manufacture áll our oroductsthere.
lvan So you dealwithdifficultcustomers? Woman Oh, I see....Can I iust ...?
Rep Sure...
Elta Quitea lot,yes.
David She has a difficultboss.as well! 8
lvan Oh, I see!
t
4 Waiter EverythingOK?
David Yes,finethanks.Excellent.
lvan OK. Next,I wantto giveyou someexamplesof bad
Waiter Can I getyou anythingelseto drink?Or to eat?
customerservicein hotels.Whyhotels?Well,I have
David Nothingfor me.I'mfine,thanks.lvan?
a secretjob - a part-timejob. I'ma spy....I know
lvan No thanks.I'mfull,thankyou.
I don'tlook líkeJamesBond,but it'sperfectly true.
David I thinkwe'reatl OK. I thinkit'stimeto get back,
I workfor a hotelcompany. lt'sa chainof hotels.
Couldwe havethe bill,please?
actually.
Thereareaboutten otherpeoplewho do thisiob -
Waiter 5ure.
I'mnot the onlyone.And ...we checkcustomer
servicein the hotelswe stayin. WhenI travelon 2
business,I stayin a hotetthat'sínthe chain.So ... Waiter Hetto.
as a spy,I checkthe qualityof service.And after lvan Hello.We havea reservation. The name's
my stay,I writea report,um ...it doesn'ttakelong. Magnusson. A tablefor three.
And,in return,my room'sfree.I don'tpay. Waiter Yes,OK. lf you'dlike to comethis way,please.
David So, peoplewho do this,peoplelikeyou,do it part- lvan Thanks.
time?Theytravela lot?
lvan That'sright.Obviously, you haveto stayin hotels

774
 Transcripts

3 tl
Waiter Dessert? Rowan So, the mainthingis, we wantcreativepeople.
Ella Yes,couldI havethe applepie,please.
ludith Mmm,yes,and creativepeoplewho canwork
Waiter Applepie. hard.We'relookingfor youngpeople,it'sprobabty
David Justa coffeefor me,please....Wouldanyoneelse theirfirstjob,they'vegot no experience, um ...so
like coffee? I thinkwe needto makethatclear.lt'shardwork.
Ella I'll haveone aftermy dessert. And evenlittlethings- gettingto workon timein
Waiter OK.Wouldanyoneelse like dessert? the morning, for example...the simplethingsare
4 extremely important. We wantreliablepeople.
Waiter Are you readyto order? It soundsobvious,but ...
Ella Yes.Forme,um ...To start,the tomatosoup, Rowan Yeah.We wantpeoplewho are professional.
please. That's...
David Yes,the samefor me,please.Thetomatosoup. ludith Yes,that'sthe word.
Waiter Whatwouldyou like for the maincourse? Rowan What...extraskills does a creativepersonneedto
Ella I'dlike salmonwithriceand peas,please. be a professionat? | mean,for example, we want
David The lamb,with peasand carrotsfor me,please. themto workwith differentpeopleas well - to
lvan? changeteams.That'sone of our creative
lvan justa maincourse.
I don'twanta starter, strategies, isn'tit?We don'thavethe samepeople
Can I havesteak,chipsand peas,please? workingtogether all the time.
Waiter Howwouldyou likethe steak? Judith Yes.So theyneedto copewithchange.
lvan Um ...Medium,please. Rowan To copewith stress.
Judith Sure.
9 Rowan Theyneedthe confidence to presentand explain
Vanessa So whereareyou woiking,exactly, in France? ideas.
lohn In the Jura. lt's not far fromSwitzerland. Judith That'strue.
Vanessa Right.And you?ebuildíng a hotet? Rowan And there'sthe problemof understanding what
fohn We'reconverting a farmhouse intoa hotel.lt's the clientswant.lt'snot alwaysclear.
very,um ...it's a veryold house.Whenwe Judith That'sthe manager's job,though.Thecreative
started,it had no windows,no doors...it was teamaren'tresponsible for analysingthe client's
a ruin,basically. needs.Lateron, whenwe talk about...
Vanessa And now?
Well,now,mostof the work'scomplete. I'm 13
John
stayíng in one of the rooms,in fact.So, um,|'m Judith Marcoworksfor PAF,he'sin the creative
the firstguest. department, we knowhim,he knowsus ...but is
Vanessa You'rethe boss,though,so you'renot payíng. thatan advantage?
lohn Oh, I'mpaying!Thisproiect's costinga fortune! Rowan Well,we wantsomeoneto managethe
Vanessa I see.Well,that'sone of my questíons, actually. department. We needa managerto makethe new
What'syourbudget? strategywork.We don'treallyneednew ideas.
lohn Um ...the total budgetl five hundredand sixty Marco'sexperienced, he knowsthe companywell,
thousandeuros...and I'mpayinghalfof that. and he knowswhatwe want.I thinkhis
Richardand KathyMillsarepayingthe rest. experiencewithPAFis a big advantage. Hiring
They'remy businesspartners. someonenewis ...it'sobviouslya rísk.
Vanessa And yourbusinesspartners are hotelmanagers. fudith Yeah.But makingMarcothe department
ls that right? manager's also a risk.OK, he enioysworkingfor
lohn That'sright.I'mmanaging the proiect- the the company, he'snot goingto leavesuddenly,
construction. And they'restill livingand working he'spopularin the department, but ...that doesn't
in the UK at the moment,organising the website meanhel goodat managing a team.
and the marketing material,you knoq brochures Rowan Butthe numberone priorityis the newstrategy.
and things.Thentheyplanto lívehereand Themanager hasto sell the newstrategy to the
managethe hotelwhenit'sfinished. team.We knowMarco'sa goodsalesman. He líkes
Vanessa I see.So, how longareyou stayingin France? sellingideas.
What'sthe schedule, fromstartto finísh? ludith Yeah....But,whataboutthe otherpeop[eínthe
lohn Um ...eighteenmonths.And we'remoreor less department? Theyworkwithhim at the moment.
on schedule. At the moment,we'reworkingon Whathappensif theyhaveto workfor him?
the bathrooms. We'rehavingone or two Rowan oh' I thínkhe can copewithall that...
problemswith...

775
 15 t9
Woman So, are you watchingthe cup final this weekend? InterviewerSo, whenyou designan office,wheredo
Man U m . . .n o , I d o n ' t t h i n k s o . you start?
Woman Don't you like football? Steve Welt,thefirstquestion is, howmuchspacedo
Man No. I can't stand it. Sorry to sound so miserable! you need?Andthat'soneof the mostdifficult
Woman Mmm, I hate it too, but I watch the World Cup questions, sometimes, because formost
Finat. people,itl difficultto say,oh I need...fifteen
Man I can't play,that's my problem.I'm hopelessat it! squaremetres,for example.So you haveto
lf I'm not very good at a sport, I don't like lookat whatpeopleneedto do in the office,
watchingit. lookat whatequipment theyneed- you know,
Woman S o w h a t d o y o u l i k e ,t h e n ? mostpeopleneeda phone,a computer, um...
Man I play golf. a desk!Thenthere's sharedequipment, ...you
Woman Oh right.... My husband plays. I'm not interested normally havea roomwitha photocopier,
in it, though. lt! ... not my cup of tea. He plays printers ...a faxmachine, possibly.
gotl I go horse riding. InterviewerA coffeemachine.
Man Oh, right.Wettyou could play poto - both of you. Steve Oh,a coffeemachine is essential!lt'simportant
That'shalf horse riding,half golf! ... I'd love to whereyou putit. Doyou putit in a corridor,
have a go at riding,actually.I bet it's good fun. withno windows...or nextto thetoitets...
Woman Oh, ifs great fun. you know,so peoplehaveshortcoffeebreaks.
Man So, do you have your own horse? 0r do you havea nicecoffeearea,wíthseats...
Woman No. I'd love to have one, but, um ... it's expensive. bigwindows..'?Daylíght - that'sa big
Man Yeah. I'm quite interestedin tropicalfish. I'd tike consideration. Light'sextremely important.
to have an aquarium,but ... it's a problemif you InterviewerSo you wantbig windows,if possible.
travel a lot ... Steve Yeah,you usuallywanta lot of light.
Woman Tropicalfish? InterviewerWhatdo you thinkof open-plan offices?
Man Yeah. I'd like to have some piranhas. Do you likethatsortof design?
Woman Piranhas? Steve Well,an open-plan officeisn'treallya design,
Man W e l l ,t h e y s a y a h u n d r e dp i r a n h a sc a n e a t a is it? lt'siust a big room,um ...But we're
horse in less than five minutes! talkingaboutthe requirements for offices,
Woman Oh! andthe mostimportant question is money.
Man I ' m n o t s u r e i f t h a t i n c l u d e st h e r i d e ro r n o t . . . Youknow,costis alwaysthe biggest
problem. At the end of the day,wallscost
t7 money.lf they'renot an essential
Lionel Marilyn,these are both top quatityproducts! requirement, thenwhy havethem?With
The quality'sthe same. anythingthatcostsmoney,clientsalways
Marilyn I know. But they don't look the same.The one ask,is it reállynecessary? officesare
from Gitd looks like a modernvacuum cleaner. expensive, evenif you only havewhat'sin
ThisAero... the regulations - what'scompulsory. So, if
Lionel Aerosaurus. something's an optionalextra...
Marilyn Yeah.lt lookslike something fromthe 7960s.
Lionel Wettof courseit does.lt'sa retrolook. 22
Marilyn I know but whatdo mostcustomers want? Caroline So,whatdo youthinkof Hawaii?
Do theywantto pay a reasonable pricefor a Alistair Fantastic.The beachesareamazing.We'vegot
modernvacuumcleaner, or pay morefor somegoodsurfingbeachesin NewZealand,but
something that looksfortyyearsold? hereit's...well,the weather's a lot warmer,
L i o n e l Yes,but surelywe don'twantjustanother that'sthe firstdifference...at this timeof year,
'modern' vacuumcleaner, that'sthe sameas all anyway.
the otherproducts we sell?We needsomething Caroline Of course,it'swinterin NewZealand,isn'tit?
different.
OK,theAerosaurus is moreexpensive. Alistair Yeah.lt'llsoon be spring,though.
Butit'sdifferent...And Suntrais makinga good Caroline I'dliketo go, actually...maybenot this year,
offer.Look- twelvepercent discount - Gildis but ...possiblynextyear.
only offeringfive percent.Suntrais offering Alistair To NewZealand?
cheaperdeliveryas well.We canmakea bigger Caroline Yeah.What'sthe besttimeof yearto visit?
profitmargin. Atistair Earlysummer's nice.LateDecember, early
Marilyn We can makea biggermargin, butwe canonly January.
makea goodprofitif we sell enoughvacuum Caroline And what'sthe weatherlike?
cleaners.Howmanyof theseAero...sauruses can Alistair Prettyhot,usuatly. Youcan haveChristmas
we sell?| mean,lookat it. lt lookslikea dinosaur! dinneron the beach,no problem!But there!
Lionel Of courseit does!That'swhy peoplewitlloveit! a lot moreto do thaniust sit on a beach,
I Justlistento it! obviously.
I tt6 |
I
. I
 Transcripts

Caroline Oh,sure.So,whatarethe bestplacesto see? lake Yeah. lt was a marketingvideo, for a chemicals
Alistair The nicestpartof the country's the Southlsland, company.They wanted to film different... parts of
in my opinion,anyway. You go to the mountains the factory.The first problemwas the heat. lt was,
there,the Southern Alps,and it's...oh, it's ... I don't know what the temperaturewas, exactly,
beautiful. but it was extremelyhot.
Caroline So, do you needa car,to travelround? Client So it was difficultto work?
Alistair Yeah.Or you can renta campervan.Thatl what lake Well, the troublewas, it was too hot for the
a lot of peopledo. Thereare hundredsof camera.
campsites, whereyou can ...you know...park Ctient Oh, right.So what did you do?
and ... Jake We put the camerain a box, to protectit.
C a r o l i n e Yeah.Yeah. We madea box,witha smallholein the front...
Alistair I knowthatareaprettywell,so ... Client Yeah.
C a r o l i n e So, canyou recommend somecampsites? Jake And,we filmedwiththe camerain the box.
Alistair Yeah,I can giveyou somegoodaddresses. Client And did it work?
There'sone campsite, nextto a lake... fake Yeah,it workedOK.
Client So how did you makethe box?Whatdid you use?
u Jake Justwood.Nothingcomplicated. ...So, anyway,we
Rob So, to startwith,I wantto talk about...the finishedfilmingin this hot area...and thenthey
bicycle- a verysuccessful invention.Any ideas wantedus to filmwithno light.Theyhad another
why?Whatarethe mainadvantages of bikes? production processwhere,um ...theycouldn't
Woman1 Theydon'tcostmuch. haveany tightat all. lt was completely black.
Rob OK. Ctient And theywantedyou to filmit?
Man They'renot complicated. fake Yeah.
Rob They'reeasyto use;Veah. Ctient So whatdid you say?
Woman1 Nottoo easywhenyou'regoinguphill! Jake I said,no, it'simpossible. Theythoughtmaybewe
Rob No,that'strue.Let'ssay'simple'. coulduse a specialcameraor something, but,um
Woman2 Runningcostsare low. ...it wasn'tpossible....So, filmingin youroffices
Rob OK,yeah.Verycheapto run. isn'ta big problem!
Man Theydon'toftenbreakdown. Client Well,afterthat,nol So, whencanyou startsetting
Rob Yeah.Reliable. up ...
Woman1 They'resafe.Well...
Rob They'renot too dangerous. OK....So, a B
successful inventíon,
for all thosereasons.And, Tessa So, did you havea goodweekend,Dave?
withmodernbikes,we havea goodexampleof Dave Yeah,OK,thanks.lt was niceto havesomewarm
usingthe latestmaterials for a designthat's weatherfor a change.We ate outsídeyesterday, at
overa hundredvearsold. lunchtime. We sat outsidein the garden.
Tessa Didyou?
25 Dave Yeah.We wantedto havea barbecue, but I
actualty,
So, to sum up,then.Whyare bicyclespopular? They're forgotto buy somecharcoal, so ...
cheap,simple,economical and efficient,
reliableand safe. Tessa oh, no.Youdídn'thavepeoplecominground?
Now,thatchecklistis the same,no matterwhatsortof ... Dave Oh, no. lt was just me and my wife,so ...it wasn't
too bad.In fact,I was quitepleased.Normally,
26 whenwe havea barbecue, I do the cooking,you
Therewerelots of problemswiththe SinclairC5.The see.But otherwíse my wifecooks,so ...
biggestproblem,I think,was ...it was too small,and Tessa So you sleptin the sun,and yourwifedid attthe
especially,too [ow.Becauseit was so low,it was difficult cooking!
for otherdriversto see you.lt was actuallyquite Dave Wetl...I wasn'tasleep- I had one eye open...so
dangerous. And,obviously,if you'reverylow,and it's I couldsee whenit was ready!No,actually, I had
raining,thenthere'swatersplashingon you fromcars. quitea busyweekend.I put a newfrontdooron
And then therewas the battery.lt was heavy.lt wasn'tvery the houseon Saturday. lt was a biggerjob thanI
powerful, everynightyou hadto recharge it. I mean... thought,actually. I got up earlyon Saturdayand
forgetit! workedalt day.Thenon Sunday,I got up earlyand
paintedit ...Whataboutyou?Whatdid you do?
27 Tessa Notmuchreally.Um,we wentto the cinemaon
lake So this is quitean easyproiect...certainly Saturdaynight.
compared withthe one we did lastmonth,at a Dave Oh yeah?Whatdid you see?
chemicals lt was,um ...quitea challenge!
factory. Tessa Oh,it wasn'tverygood.lt was that newfilmwith...
factorv?
Ctient At a chemicals

L77
 30 Tom Nine thirty?Yeah,that's fine.
Naomi OK. Monday,Decemberthe twelfthat nine
Michael Hetlo.
thirty,then.
Sylvie Hello. ls that Michael?
Tom And can you send me an agenda?
Michael Speaking.
N a o m i Y e s , | ' l lw r i t ea n a g e n d at h i s m o r n i n g a, n d s e n d í t
Sylvie Hi Michael,it's Sylvie in Brussels.
to you this afternoon.
Michael Hi Sytvie,how are you?
Sylvie Fine,thanks.You?
Tom Excellent. OK,so I look forwardto receiving that,
Michael Y e a h ,v e r y w e l l ,t h a n k s .
and I'llsee you on the twelfth.
N a o m i OK. I tookforwardto seeingyou then.
Sylvie Are you gettingready for the conferencenext
month?
Tom OK. Bye.
N a o m i Bve.
Michael Um ... not really.What about you?
Sylvie Well, that's what I'm phoningabout, actually. 34
How are you going to San Francisco? Are you
1AHi.
flying direct from Dublin?
B Hetlo.Do you have any informationabout Alcatraz?
Michael Um ... wetl, I still need to book my flight.But I'tl
Any ... booklets or (beep)?
p r o b a b t yh a v e t o c h a n g ei n . . .e i t h e ri n L o n d o n
A Yes.Just behind you, on the shell there.
or ...in Amsterdam. Whataboutyou?
B A h , O K . T h a n ky o u .
Sylvie Well,I still needto book my flight,from
Amsterdam. So, um ... 2AHi.
M i c h a e l Wel[,shallwe catchthe sameflight? B Hi. ls there anywherenear here where you can buy
Sylvie Yeah.Thatl whatI thought,actually. Thenwe gifts ... and (beep)?
canworkon the olane. A Yeah.lf you turnrightout of the door,thentakethe
M i c h a e l Y e a h ,t h a t m a k e ss e n s e .S o I n e e d t o b o o k a firstright,therearegiftshopsall alongthe ...the
flight to Amsterdam,then. Shall I took into flights street,there.
to San Francisco,
as welt? B OK.Thanksverymuch.
Sylvie Um ...yeah,if that'sOK. B Can you visitthe museumall day?Whatare the
M i c h a e l Yeah,no problem. I'lllookon the Internet
after openingtimes?
lunchand,um ...I'tlcallvou back.Whatabout A lt opensat ten and closesat five.lf you wantto
bookinga hotel? takea (beed,theystarteveryhour,on the hour
Sylvie Um ...Wetl,shall I contactthe San Francisco and last...I thinktheylastforty-five minutes,but
office...see if they know any good places?| can I'lliust check...
get in touch with Rita.
Michael Y e a h ,g o o d i d e a . B Excuseme. Haveyou got any street(beep)?
Sylvie I'll give her a call this afternoon,as soon as the A Sure.
offlceooens. B ...Thanks.Howmucharethev?
Michael E x c e l l e n tS. o I ' l l l o o k i n t o f l i g h t sA
. n d , u m . . .I ' l l A They'refree.
get back to you.
36
Sylvie Great.Shall we speak at about four thirty?
Michael Y e s ,f i n e .I ' l l c a l l y o u t h e n . l n t e r v i e w e r W h a t d o y o u t h i n k a b o u t t h e l o c a t i o no f t h e
Sylvie OK. Bye. resort,near Berlin?
Michael Thanks for calling,Sylvie. Bye. Caroline Well,the reasonit'sthereis, simply,because
therewas alreadya domethere.Tropical
31 lslandsResortdidn'tbuitdthe dome.They
1 Y e s , I ' l tc a l t h i m . boughtit, for quitea low price.A company
2 | tatkedto Christine,and there'sno problem. calledCargolifterbuiltthe domeas a factory
3 | e m a i l t h e m i n u t e st o e v e r y o n e . to makebig airships.But CargoLifterwentout
4 Yes, I'll contacthim. of business and hadto sellthe dome.So
Tropicallslandsboughtit and ...so theyhad
32 verylow construction costs.
Naomi So, when'sthe best time to meet,for you? I'm free Interviewer So, do you think the resort'llbe successfulin
next week. the longterm?
Tom Um ... I can't make it next week. I'm ... I'm busy all Caroline Possibly.I thinkit'ltprobablybe quite
week. The week after'sOK for me. popularin the shortterm...in the firstfew
Naomi The week after.What about Monday?Monday, months. I thinka totof people'tlprobably
Decemberthe twetfth? cometo havea look ...they'llwantto see
Tom Yes, that's OK for me. whatit'slike.Afterthat,it dependswhatthey
Naomi Inthe morning? thinkof it.
Tom Yeah.
N a o m i H a l fp a s t n i n e ?

rrB

lnterviewer Somepeoplesay this resortwon'thelpto
makeforecastsfor otherresortsbecause
therewas no needto buílda dome.Do you
agreewiththat?
Caroline Um ...no. I thinkit'tlhelpa lot. Definitely.
The construction costsaren'tdifficultto
Thedifficultquestionis, whatsort
calculate.
of peoplewill visitthe dome?I'msureit'll be
popularwithfamilieswithyoungchildren, for
example.So the proiect'tt be goodfor getting
information aboutthe market.
Interviewer Do youthinksomeone wittbuíldanother
domelike this somewhere, one day?
Caroline It'spossible,yeah.Maybethere\a huge
marketfor them.I mean,it'snot a completely
newidea.There'salreadva domelikethis
one in Japan.
:t8
Interviewer Doyouthinkwe'tlseea spacetourism
industry
in the next...fiveyears?ls thatrealistic?
Caroline I thinkso, yeah.I'mnot surehow big it'll be.
It all dependshow muchit costs.Youknow,
if a flightcosts...'under fiftythousand
dollars.I thinkthere'llbe a lot of demand.
lf ticketscostoverfivehundredthousand
dollars,veryfew peoplewill buythem.
Obviously, it'll be expensive.Thequestionis,
howexpensive?
Interviewer Somepeoplesay two hundredthousand
dollarsis a realisticprice.
Caroline Mmm...well,thatl probablyaboutrightfor a
short-term objective. Inthe long-term, I think
the costwill needto be lessthanthat.
Probablylessthanhalfthat.
Interviewer Whatdo thinkspacetouristswill want?
Whatsort of experience?
Caroline Um ...l thinkthey'ltwant...I thínkit has
to be a realspacetrip.lf it'stoo short,
thenpeoplewon'tbe happy.I don'tthink
it needsto lastfor hours,but a coupleof
minuteswon'tbe enough.lt has to be
worththe money.
lnterviewer Whatdo you thinkit will taketo reallymake
spacetourismtakeoffi
Caroline lf somebodyshowsthatit's possible,for a
reasonable price,I thinkthat'ltbe the start.
lf the firstcompanyis successful, a lot of
otherswíllfollow.And,obviously' the top
priorityis safety.That'sthe bígchallenge-
to showthat ít' safe'
Transcripts
a,
goodafternoon.
Assistant GlenAir, Howcan I helpyou?
Customer Helto.I'dliketo fly to Lisbonat the end of May.
Assistant Lisbon?
CustomerYes.
Assistant Whatdateareyou planningto leave?
Customer On Maythe twenty-fourth.
Assistant May the twenty-fourth. ls it a returnflight?
CustomerA return,yes.I wantto comebackon the
thirty-first.
Assistant The thirty-first
of May ...OK, the cheapestfare's
fifty-fivepounds.
CustomerThat'sfor a return.
Assistant Yes.
CustomerOK. Um ...and can I changethe dateif I
needto?
Assistant No.Forthatfare,you can'tchangethe booking,
and there'sno refundif you cancel.
Customer Right.So fifty-five pounds.And arethereany
extracharges?Forairporttax,or ...
Assistant No,that'sincluded.
CustomerOK. Um ...oh, that'sthe otherquestion- what's
the maximumbaggageallowance? BecauseI
wantto takea surfboard withme.
Assistant Right.Well,the maximum allowanceis twenty
kílograms. Theexcessbaggagechargeis six
poundsper kilogram, but for a surfboard ...
40
Customer...OK, can I book a seat,then,please?
Assistant Yes.Can I takeyourname,please?
CustomerSure.lt'sSimonBrigton.B-R-|-G-T-O-N.
Assistant And Simonis S-|-M-O-N?
CustomerThat'sright.
Assistant And howwouldyou liketo pay?
Customer Do you takeVisa?
Assistant Of course,no problem.CouldI takethe number
please?
CustomerSure,it'sfoursix doubleseven,doublethree
doublefour,two two two one,fourdoublefive.
And the expirydateis August...two thousand
and nine.
Assistant Thankyou.So, justto confirm, that'sone ticket
to Lisbon,flyingout on Maythe twenty-fourth
at síxfiftyand returningon Maythe thirty-first
at seventeenthirty.The total cost is fifty-five
pounds,including taxes.
Customer oK.
Assistant Checkin openstwo hoursbeforetake-off
and
closeshalfan hourbefore.
Customer OK.Justone morething...couldI havean
aisleseat?
Assistant Youcan chooseyourseatwhenyou checkin.
Obviously,it'sbestto checkin as earlyas
possible.
Customer Right,OK.
l'"
 4l He'sgoingto lumpfroma
B r e n d a n Yeah.An Australian.
Maria We use the samesoftware - a systemcalled balloon,fromfortythousandmetres.So that's,
Nurec- to controlall the production processes. what...fortykilometres.
Lisa That'sprettyhigh.WhenI did my iump,it was
Jerome Nurec?
Maria Yeah.Haveyou workedwithit before? fromone thousandmetres.
B r e n d a n You'vedonea parachute jump?
Jerome No, I haven'tusedthatone.I'veusedTP Control.
Maria Right.We usedthat here,a fewyearsago. Lisa Yeah.
B r e n d a n Seriously?
So did you useTP in CapeTown?
Lisa Yeah!
lerome Yeah.ThenwhenI was in Boston,we useda
systemcalledArrow. 47
Maria Oh, I'veworkedwiththat before.
Brendan You'vedonea parachute lump?
lerome We haveso manydifferent typesof softwarein
Lisa Yeah.
this company, it's unbelievable.
Brendan Seriously?
Maria I know.And we'vechangedso manytimes,as
Lisa Yeah!
well.Haveyou everusedConductor?
Brendan When?
J e r o m e Conductor? No.I'veneverheardof it.
Lisa About...fouryearsago.A groupof us went,
M a r i a Thatwas the systemtheyhadwhenI ioined.
frommy last company.
It was very good,actuatly.
Brendan Wow!I'mimpressed! So whatwas it like?
Jerome That's the trouble,isn'tít?Thesethingschange
Lisa Fantastic! Whenyou jumpout of the plane,
all the time,but do theyreallyimprove?
it's...it'sjustamazing.
43 Brendan Youweren'ttoo scared,then?
7 been 2made 3found 4had 5written6done
Lisa I was beforeI jumped.Everyone's frightened
7 gone 8 flown 9 taken 10 sent 11 seen
beforetheirfirstfump.But as soon as your
parachute opens,it's...it'sactuallyquite
tA relaxing. You'rejustthereínthe air - you'vegot
Yves YvesCordier. thísincredible víew...
Andy Yves,it'sAndy Bett. Brendan Yeah,I bet.And whataboutthe landing?
Yves Andy,hi. Howarethings? Lisa Itwas OK. Nottoo hard.
Andy Goingquitewelt. Brendan Becausethat'sthe mostdangerous moment,
Yves ls everythingnearlyready? isn'tit?
Andy Wetl,we'vegot a full accountsdepartment. I Lisa Well,yeah!Evenif you jumpwithouta
interviewed someoneon Mondayand she's parachute, itl not dangerous untilyou land!
acceptedthe post.SaraBernard.I'vealreadysent Brendan No,good point!
her detailsthroughto personnel, so that'sgone 49
well...
Presenter It'sbeenan excellentstartto the yearfor
Yves OK, good.And whataboutthe lT system?Havethey
installedthatyet? Geo-Core. Yoursharepricehas risenby
Andy Well,that'smoredifficult. forty-twopercentin the firstquarterof this
Um ...I'vefoundtwo - the S&P 500
year.Nota bad performance
technícians so far,er,but unfortunately,
I haven't
foundthe thirdpersonwe need,so ... has fallenby threepercentso far this year.
Yves So you haven'tfinishedthe |Tinstallatíon? Alan Yes.We'reobviouslyvery happywith the
Andy No,we ...we haven'tactuallystartedit yet.But ... resultswe'vehad.Our profithas increased by
twenty.six percentthis quarter...whichís
Yves You haven'tstartedit yet?Andy,we needto open
that officeíntwo weeks! betterthanwe forecast- our forecastwas for
Andy I know.I'vespokento Danielain the Zurichoffice a twentypercentincrease.
Presenter Whatl the mainreasonfor that?
and she'sgoingto sendsomeonenextweek.I think
Wecan stíllopenon time. Alan I think,simply,it'sbecausedemandhas been
Yves We needto. Howlongis it goingto takefor you to verystrong.Oursaleshavebeengood.Um ...
get ... the oil pricehas risen,um ...
Presenter Obviously, yourcompanydoesn'tsell oil -
M you'rean exploration company, you work
Brendan Thisis amazing- this articlein the paper. for oil companies and ...and look for new
Somebody'splanningto do a parachute jump oiI reserves.
fromspace. Alan Thatl right.
Lisa Fromspace? Presenter But whatdo highoil pricesmeanfor your
business?
 IransLl rP15

Alan Well,pricesare highbecause,basicalty, there Yes,I thinka lot of thosekindsof showsarethe

isn'tenoughoil to meetdemand.Thatmeans same.
we needto findmore...whichis ouriob, so ... Do you have The WeakestLink?lt'sa quiz show,
goodnewsfor
risingoil pricesare certainly and the presenter's reallyhorribleto the
us "' contestants.
PresenterAnd lookingto the future,do you thinkthat... Valerie Oh,yes.Yes,it'sthe samein France. I'veseenthe
Engtishversion,as wel[,on satelliteTV.
f' 5r Naomi And do you haveprogrammes like Big Brothei?
Howimportant
Interviewer are propertypricesin the Youknow,Withpeoplelivíngin a house,and
economy? therearecamerasfilmingall the time.
Roy Inthe UK,mostpeopleinvestmostof their Valerie Yes,we had a similarthinga fewyearsago.Do
moneyin theirhouse.So propertypricesare you havethat programme, um ...in Franceit's
extremety important. calledSfarAcademy... er,withpeoplewho want
Mmm.What'syourviewon the UK property
Interviewer to be pop stars,and,er,peoplevote,um ...
market?Do you thinkpricesaretoo high? Naomi Yeah.lt's calledFameAcademyin England.
Roy Well,in recentyears,priceshavegoneup ... There've beenso manythingslikethaton
ten to twentypercenta year,um ...in some televisionin the lastfewyears.RealityTV.
yearsevenmore.But inflationhas beeniust Valerie RealityTV yeah.lt'sbeenthe samein France.
two or threepercenta year.So I thinkit's At home,I havesatelliteTV and I get English
clearthat,um ...the boomhas to end. programmes ...
InterviewerMmm.The lastpropertymarketcrash,in the
UK,was in the late1980s,and ítputthe UK 53
economy intoa recession. Do youthink Valerie At home,I havesatelliteTV,and I get Engtish
thesamethingWitthappenagain? programmes on BBC Prime.Theyshowthingstike
Roy I don'tthinkpriceswill crash.The...the quizshows,documentaries, comedyprogrammes.
economicsituatíon was different in the late I findcomediesquitedifficultto understand.
80s ...interestratesrosequitefast iust N a o m i Yeah,I bet.
beforepropertypricesfetl.Today,the Bank Valerie There'sa talk show as wetl,wheretheyinterview
ol Eng\and\s much mote catetu\w\th ...vüth famouspeop(e.t thinkthe presenter's verywell
changesin interestrates.Theotherimportant knownin Britain.His namdsum ...oh ...
difference,I think,is thatthenunemployment N a o m i MichaelParkinson?
was quitehigh.Today,it'sverylow- about Valerie Yes!Theyalso showsomegoodchildren's
fivepercent. So the economicsituation's programmes. My tittleboy watchesTeletubbies.
completely different.So I don'tthinkprices N a o m i Oh yeah.
will crash,but ítis possibtethey'llfalla little Valerie There's anotherthingI sometimes watch.What's
bit.Or stayat the samelevelfor a fewyears. the nameforthe typeof programme ...it'sabout,
InterviewerBankshavelentpeoplea lot of moneyin not realpeople,they'reactors,but about...iust
recentyears.Peoplehavegot big mortgages. everydaylifein a streetor,um ...
Do you thinkthat'llbe a problem? Will N a o m i A soap opera.Or a soap.
peoplehaveless moneyto spendin Valerie Thatbit!
the future? Valerie Therela soap aboutthe peoplewho live in a ...a
Roy Oh,certainly. Becausethe loanshaven'tjust squarein London.| ...I can'tremember ...
beenmortgages - peoplehavealso borrowed N a o m i Not EastEnders?
moneyto spendin the shops.So far,that's Valerie EastEnders. That'sit. What'sso funny?
helpedthe economy, becausespendinghas N a o m i Valerie,I can'tbelieveyou watchEastEnders...in
beenhigh.But at the end of the day,people Paris!
will haveto pay the moneyback.So I think Valerie Actualty, I'dliketo watchmorefilmsin Engtish.
we'llsee lowerconsumer spendingoverthe On FrenchTV whentheyshowAmericanfilms,the
nextfew years. voicesare in French.Howdo you say that?They're
52 Naomi Dubbed.
Valerie So, is yourhotelOK?Didyou sleepwell? Valerie Dubbed?
Naomi Yes,finethanks.I watchedTV for a while,then Naomi Yeah.
had an earlynight.I watcheda bit of that...quiz Valerie They?enearlyalwaysdubbedin French.On some
show ... Who WantsTo Be A Millionaire?- the channels,theyshowthe originalfilmwith...you
Frenchversion. know,textat the bottomof the screenwith.er ...
Valerie Ah, really? withthe translation.
Naomi lt'sexactlythe sameas in the UK.Thestudio,the N a o m i Withsubtítles?
music... Valerie Subtitles, yeah.But I don'ttikethat becauseyou
readbut you don'treallylistento ...
 54
So, first,let'slook at our presentadvertising
strategy.
How
arewe promoting the brandat the moment? As you know,
we advertisein the press- mostof our pressads are in
magazines readby the eighteento twenty-four age group.
We also use advertson billboards. We occasionallyuseTV
commercials. And,of course,we marketthe brandwith
sponsorship in sports- we sponsorbasketball,
snowboarding and surfing.
At the moment,our spendingon advertising is highas a
percentage of sales.The reasonfor thatis the costof TV
commercials. Butthe problemis, to makeTV commerciats
work,you needa lot of them.A lot morethanwe haveat
present.Now,obviouslywe don'thavethe budgetforthat.
So, in my opinion,TV commercials are not the right
strategyfor Sway.
Butthat doesn'tmeanwe can'tadvertiseon TV.We can.
Thewayto do it morecheaplyis to use product
placement.Theway productplacement worksis ...
56
Colleague So, the productsareseenin filmsand TV
programmes. They'rejust...seenon a tableor
Amy That'sright.Or in our case,withclothes,
they'rewornby an actor,um ...
Colleague And you see the logo.
Amy Sometimes, yeah.lt depends.Youcan'talways
...controlwhathappens.Often,productsare
givento the fitmcompanyfor free.So you
knowan actoris goingto ...to wearyour
iacket,for example,but ...you don'tknowif
you'llactuallysee the logo.
Colteague So you can'tsay to the filmcompany, we want
to ...see thíspartof the jacket,or ...
Amy Well,you can,but then,usually, you haveto
pay.Sometimes, the filmcompanyis paidby
the advertiser.And thenyou havemore
control.I mean...sometimes, the nameof a
productis said by an actor.Butthat's...in a
film- you'retalkingbig moneyfor thatsortof
thing.
Colleague Yeah,I bet....And whendid companies start
doingthis?| guessit'sdonemorenowthanin
the past.
Amy I thinkthe firstplacements wereusedin films
in the 1960s,for cigarettes.Butthe big
businessreallystartedin the 80s. I thinkthe
bestplacement, though,was,um ...did you
see ForrestGump?TheApple placementwas
doneverywell in that.
Colleague ForApplecomputers?
Amy Yeah.There'sa scenewhereForrestGumpgets
a letterfromApple ...
57
Tony The businesshas doneweltoverthe lastthree
years.And I thinknow'sthe righttimeto expand-
to opena newoffice,hiresomegood people...híre
a manager to helpme,and ...you know,becomea
biggerorganisation. So I needto raisefinance,and
to do that,ld liketo try and findsomepeoplewho
wantto buysharesin the company.
Jane Right.So you'renot planningto borrowthe money?
Tony No.And to expandquickly,I needmorethanjust
money.I needyouradviceon howto managethe
expansion.
lane OK.Well,you'recertainlyrightto recruita manager
for the newoffice.|'msureyou knowwhatít'stiketo
workhard,sevendaysa week...Obviousty, you'rean
entrepreneur, you set up the company.
Butas the
grows,eachyear,yourjob changes
organisation
gradually.lf you opena newoffice,obviouslythat'sa
big change, so yourjob needsto changesignificantly.
Tony Sure.
lane Haveyou thoughtaboutyourfuturewiththe
company?
Tony ...You mean,do I wantto sell the wholebusiness?
Jane No,that'snot whatI mean.lt'sjustthat,if | findyou
someinvestors, they'llwantsomemanagement
control.lt won'treallybe yourbusinessany more.
You understand whatI'mgetting...
Tony Sure,sure.
Jane ltl not a decisionyou can makeeasily.But you
needto thinkaboutyourfuturecarefully.
59
1 | thinkthe bestthingaboutthe Internet is ...the fact
thatyou can findinformation so easily.You know,you
typea keywordintoa searchengine,and you get a
hugelístof websites.T-heworstthingis the problemof
viruses.Youcertainlyneedantivirussoftware. And
you'vegot to keepit up-to-dateas well- keep
downloading and instalting
updates.But,itl not too
muchtroubleto finda ...
2 lt'sgoodthatyou can manageyourbankaccountsvia
the Internet.Thatsavesa lot of time.Onceyou've
you just...put in yourpassword,
registered log in and
...you'vegot accessto all youraccountsand everything
...fromhome.lt'sum ....it'sgood.I thinkit took a long
timebeforepeoplewereconfident with,um ...secure
servers,with the securityside of it, but now it's ...it's
lust partof everyday life.lt'slike payingby creditcard
online...
3 I'ma memberof an investment website,whichis part
of a magazine. I payten poundsa monthand I get
accessto articlesfromthe currentissueand I can
searchfor articlesfromprevíousissuesas well.They
showcurrentshareprices,so you can followyour
Eachtimeyou just togin, witha username
portfolio.
and a passwordand it automaticallylistsyourshares,
showsthe currentprice...

6r
A 0K, 5o our objectíveis to think of some new ideas.
How could we make the productbetter?What areas of
the productcould we improve?Any suggestions?
B What about changingthe packaging?We could change
the material.
A Yeah.Packaging
material.
OK.
c Howaboutchangingthe size?
A of the cD?
c No,the pack.Whydon'twe sell moreCDsin a pack,
for example?
OK.Yeah.So, biggerpacks.Theycouldbe smaller,
as well.
Whynot setlbig boxes- big storageboxes,withlots
of CDs ínthem?Thenyou wouldn'tneedpackaging.
A So thatwouldbe a new product. A storagebox.
c We couldsell CDswithnumbersprintedon them- say
fromone to a hundred. Thenyou wouldn'tneedto
writeon the CD.You couldmakea noteof whatwas on
eachCD number, and thenfindit easily.So we could
sell,say,packsof ten.So you wouldhaveone to ten,
or elevento twenty,and so on.
That'sa good idea.We coulduse thatideawiththe
storagebox.So we couldpioducea big plasticbox
wíth,say,a hundredbtankCDsin it' withthe CDs
numbered oneto a hundred.
Mmm,that'sa, that'san interestingidea.
u
lnterviewerPeopleoftensay thatsomenationalitíes are
morepolitethanothers.Do you thinkthat's
true?And do you thinkyou haveto be more
or less politewhenyou workwithpeople
fromdifferentcultures?
Sandra You don'thaveto be moreor less polite.
I think it's morea questionof how direct
peopleare.Youshouldalwaysbe polite.lt's
iust that,in somecultures, it'sOK to be
direct,and in others,um ...it'snot.For
example,in Germany, in business,it'sbestto
be verydirect.Generally, peopleask direct
questionsand ...theylike directanswers.
InterviewerBut in the UK,generally, peopleare less
direct,aren'tthey?
Sandra Well,they'renot afraidto say they disagree
or ...or to critícise
suggestíons.Youdon't
haveto say you agreeall the time.But ...you
know,peoplesay thingslike,'/ m not sure I
agree.',or ...'Maybeit wouldbe betterto do
it anotherway'.I'vealwaysfound,in different
cultures, the bestwayto disagreeor... or
criticiseideasis to makeit clearyou're
criticisingthe suggestion- you shouldn't
criticisethe person.
lnterviewer InJapan,it's veryimportant not to criticise
people,isn'tít?
Transcripts
Sandra Yes.Youshouldnevercriticiseanyone
directty.lt's ...for the Japanese,it's very
impolite. That'swhy,often,in companies in
Japan, people have to make decisions in
groups.Everyone has to agree.
InterviewerSo what'syourgeneraladvice?Do you think
peopleshouldchangethe waythey
communicate in different
culturesor ...or
shouldyou iust be yourselB
Sandra I thinkyou shouldalwaysbe yoursellum ...
you needto
but I think,to be successful,
changehow you say things.
6
1 Onesuggestion is, we couldclosethe old ptantand
moveeverything to a newsite.I thinkwe should
considerthatoption.lt'sa possibility.
2 Therewouldbe a lot of benefitsif we had iust one
plant.lt wouldbe better,um ...it wouldbe easierto
managesuppliesand deliveries. Energycostswouldbe
anotheradvantage.
3 We knowhow muchwe wouldsaveif we had a new
production line.We'veall readthe reportand seenthe
figuresforthat.And fromthe forecastswe knowmore
or less...
4 | thinkone largeplantlookslike a good option.That's
my firstimpression.
5 OK,shallwe sum Llp,then?| thinkwe'vemadequite
goodprogress. We'vegot quitea longlist of ideas.
I thinkwe shouldjustconsider two or threeproposats.
So let'slook at the list ...
6 A I don'tthinkit woutdbe a good ideato spendso
much.I'mworriedabouttheeconomic situation.
I thinkit'stoo uncertain.
B So whatwouldyou recommend?
C Let'sjusttalk aboutdísadvantages for the moment'
B I justwouldn'trecommend sucha big investment.
We haveto be careful.
68
Assistant Hetto.
Rachel Hello.I'vejustmissedmy connection to
London.I was bookedon the ninethirty.
I justwantto checkif my ticket'svalidfor the
nexttrain...at halfpastten.
Assistant Um ...ah yes,you'reOK. Obviously, you won't
havea seat reservation.
Rachel No.ls it too lateto makeone?
Assistant Mmm,I'mafraidso.
Rachel Will it be busy?
Assistant lt'susuallyquitebusy,yeah.You'llprobably
get a seatin firstclass,if you wantto change
yourticket.
Rachel WouldI haveto cancelthisticket?WouldI get
a refund,or ...?
Assistant You canlust upgradeit. Youiust pay a
supplement. I can checkhow muchit
wouldcost.
Rachel Um ...oh, no, it'sOK. I don'tthinkmy company
wouldpay my expensesínfirstclass!
Assistant Ah.
Rachel oK, thanks.oh ...is the ten thirtyon tíme,
by the way?
Assistant Um ...lt'srunningfourminuteslate.
Rachel OK,thanks.
70
1 A I'mafraidyourticket'snot validon thistrain.
B lsn'tit? | thoughtI coulduse it on any train.
A No.lt'sonlyvalidon trainsleavingafterten am.
B oh. I dídn'trealise.
A The fare'sa bit higheron the earliertrains.
Itl not a big difference.
B OK. So can I iust pay the extra?
A Yes.I'ttjust checkhow muchit is.
2 We regretto informpassengersthat flightTL sevenfour
nineto Genevahas beencancelleddueto a technical
problem.FtightTL sevenfournineto Genevais
cancelled.Passengersfor this flightshouldcheckin
at gatenine D and awaita transferto the nextflight
to Zurich.
3 A Goodmorníng.
B Morning.I checkedin yesterday evening.My room's
bookedfor a secondnight,for tonight,but I need
to stayin towna thirdnight,um ...tomorrownight
- I'vegot anothermeetingwhichwasn'tplanned.
CouldI book my roomfor an extranight?
A Hmm.|'mafraidwe'refull tomorrowníght,um ...
Justa moment.I'tlsee if there'sa roomfreeat our
otherhotel.lt'sjusta few minuteswalkfromhere.
lf that's...
B Yeah,thatl fine.
A HelloPaul,it'sAlex.Haveyou got a singleroomfree
tomorrownight?OK, great.Canyou hold it for me?
I'll phoneyou backwiththe details.Thanks....OK.
That'sbooked.
B Excellent.
77
A key question,whenyou startto designa high-speed
trainis, howwideis the track?What'sthe distance
betweenthe rails?Becausethe widthof the trackdoesn't
justgiveyou the widthof the train.The heightof the train
is also limitedby the widthof the track.Obviously,
trains
haveto be stable,especially if theyhaveto go round
curvesquitefast.Ta[l,narrowdesígns So, for
are unstable.
betterstability,a wide trackís better.
724
Thetroublewithstandardtracksis, they'requitenarrow.
Forhigh.speed traíns,this ísa problemif therearea lot of
curvesin the line.Noq you can limitthe problem. To help
the trainstayon the track,you makeit quiteheavy...and
you put mostof the weightas low as possible,belowthe
floor.Nowof course,a designthat'sveryheavyisn'tvery
Justlook at the big,thickpiecesof steelusedin
efficient.
trains,um ...to getan ideaof how muchweightthereis.
And anotherproblem,of course,
So it'sveryinefficient.
thatyou haveto deatwithis ...
74
Dennis OK. Let'smakea list of dangerson the tarmac...
and thenwe can makea list of safetyprecautions
to helppreventaccidents. So, firstof all, what
arethe mainhazards? Any suggestions?
Woman Planes,whenthey'removing.
Dennis OK ...Movingplanes.
Man Noisefromengines...fromthe jets.You needto
wearear protection.
Dennis Uhuh,OK. Noise...ear protection.
Woman Othervehicles,movingaround.
Dennis OK,good.Movingvehicles. Theyarethe biggest
hazardon the tarmac.Not planes,but vehicles:
buses,trucks,cars.... Whatprecautions canyou
- to preventground
taketo helpavoidaccidents
vehicleshittingpeopte?
Woman Er,everyone shouldweara greeniacket.
Dennis OK. Highvisibilityclothing.Essential. Does
anyoneknowwhy movingvehiclesare especially
dangerous at airports?
Woman Becausetheydrívearoundquitefast?
Dennis Theyoftendo, yeah.They'renot allowedto,
though.The healthand safetyregulations say
thateveryemployeeis responsible for the safety
of others.But there'sanotherreasonwhy moving
vehiclesare partícularlyhazardous at airports.
Any otherideas?
Man Becauseyou can'thearthem,becauseof all the
noise...fromjetsand,um ...
Dennis Exactly.lf you'restandingneara planewithits
enginesrunning, you can'talwayshearvehictes
coming.Just now, someonesaid you needto
wearear protection. Forsomejobs- for example,
if you haveto standin frontof movingplanesto
guidethe pilots,then,yes,you needto protect
yourears.But onlysome peopleneedear
protection, someof the time.
Woman So howdo we knowif we needear protection or
not?Aretherestandardprocedures?
Dennis Yes.We'lllook at thosea bit lateron ...
75
InterviewerA lot of peoplehaveto thinkaboutsafety
regulations in theirjobs.But for pilots,safety
is extremelyimportant,isn't it?
Mike Absolutely. lt'satl aboutprocedures, in fact.
Pilotsmustknowexactlvwhatto do in
all situations.
Interviewer Obviouslyyou need a lot of experience.

Mike Yes...to get an airlinepilot'slicenceyou
needa minimum numberof hoursflyingtime.
You musthaveat leastone thousandfive
hundredhours.And you mustbe at least
twenty-three yearsold. Obviously, most
professional pilotsarea lot olderthanthat.
InterviewerSure.And do all pitotshaveto be ableto
speakEnglísh? |sthata requirement?
Mike Yes- to fly internationally.
InterviewerWhatarethe mainsafetyprocedures you
haveto follow?Aretherecertainthingsthat
areespecially important?
Mike We havea lot of checklists. Therearethings
you mustalwayscheckbeforeeachflight.
You mustn'ttakeoff untilyou'vechecked
everything. Thefirstthingis, you walkaround
the plane,outside,and checkthat...you
knoq nothing's brokenor ...cracked.
InterviewerThatthereare no cracksin the wings!
Mike Actually, mostplaneshavecracksin their
wings!Very verysmallones.lt'sperfectly
safe.
you canstill landif an
InterviewerRight!And apparently,
enginebreaksdown,can'tyou?
Mike Youcan takeoff if an enginebreaksdown.
lf it happensa fewsecondsbeforetake-off,
um ...if you'reabovea certainspeed,the
procedure is, you mustn'ttry to stop,because
the runwayisn'tlongenough.So you take
off,fly aroundthe airport,and thenland
again.
76
1 us hada talk,duringa coffeebreak...
Assistant Hetlo.
Woman Hetto.ld like someinformationaboutthegym.
Assistant The healthand fitnessclub?
Woman Cananyonego in?
Yes.ls it opento everyone?
Assistant Yes,sure.
Woman And is thatwherethe saunais?
Assistant Thereis a saunain the healthand fitnessclub,
yes.There'sanotheron DeckC, nextto the
swimming pool,as well.
Woman OK....OK,thanksverymuch.
Assistant You'rewelcome.
2
Man Hi.
Assistant Goodmorning.
Man I thinkthere'sa problemwiththe TV in my
room.I can'tswitchit on for somereason.
Assistant Haveyou put the cardin?
Man Thecard?...I didn'tsee a cardwithit, um ...
Assistant Right.You needa card.There'sa smallcharge
if you wantTV.lt'seighteendollarsforthe full
ten-daycruise.
Transcripts
Man Eighteendollars?
Assistant Yes.Youiust needto signa form,thenwe give
you a card,and you put it in the TV.Yougetatl
the maiorsatellitechannelssir ...
3
Woman Excuseme, I'velust readthe postel overthere,
abouttheshowin the,um ...Lagunabar
tomorrownight.lt saysyou needto book.Are
thereany ticketsleft?
Assistant Yes.
Woman OK.And how mucharethey?
Assistant They'refree.lt'siust it's usuallyquitepopular,
so we preferto issuetickets,thenpeople
aren'tdisappointed if theydon'tget a seat.
Woman Right.OK,so can I booktwo seats,please?
Assistant Sure.Can I takeyourroomnumber?
7E
Victoria OK.Shallwe makea start?...Er,justto say,John
Gatescan'tmakeit. He sendshis apologies. He's
hadto go to an urgentmeetingwitha customer.
John'saskedme to chairthe meeting...so I'min
the hot seat!OK, first,has everyonegot an
agenda? Johntold me copieswerecirculated on
Monday.
George I got the agenda,but I didn'tget a copyof the
minutesfromthe meetinglastweek.
Victoria ... The meetinglastweek?
George Johntold me you all met lastweek,to talk about
the conference. I didn'tattend.I wasn'therelast
week,so I don'tknowwhat...
Victoria Oh,that.No,we didn'thotda meeting. We didn't
takemínutes or anything, it was just.'.someof
George oh, oK.
Victoria Don'tworryyou didn'tmissanything. So, we've
calledthis meetingto talk aboutthe sales
conference nextJanuary. We needto look at the
programme ...to planwhatwe'regoingto do ...
duringthe two days.So let'slook at the first
itemon the agenda, then:the mainthemefor
the conference.As you know,eachyearwe have
a theme...
80
a
Amelia I canspeakto SamWu,in Beijing,and see if he
can givea talk aboutChineseculture.I can
contactMai Cheng,as well.
Victoria OK,great.
A m e l i a I'ltcallthemas soon as we finish.
b
George So beforewe decide,I'llvisitall threehotels.
And we definitely
don'twantto usethe
conferencecentrewe usedlasttime.
A m e l i a No.I thinkeveryoneagreedthat it wasn't...
725
C George And why don't I show her the offersfrom the
George So we'resayingthe lastweekin January. But, other hotels?| can go and see her,and take the
um ...we won'tbook untilwe get repliesfrom quotes with me. That'sprobablybetterthan
the branches. phoning.
Victoria No.I thinkwe needto ask everyone fustto Victoria Yeah.OK.
oe sure. George And what if she says they can't give us ten
percent,but they can give ... I don't know,
d
Amelia Justbeforewe finish,there'sjustone thing,that's five percent?
not on the agenda.TomWattsemailedme to say Victoria Wett,do your best to get ten percent.lf she
he wantsto ...organisesomegifts,for everyone offersyou ... five percent,or whatever,then ...tell
who attends. her you'll have to speak to me again.Tell her you
Victoria What sort of gifts? can acceptten percentimmediately,but, if not,
you'll have to get back to me.
A m e l i a I don't know. He didn't say. I'll ask him when
I s p e a k t o h i m t o m o r r o wI. n e e d t o p h o n e h i m . G e o r g e O K , f i n e .I ' l l p h o n e h e r n o w a n d s e e i f I c a n
arrangea meetingtomorrow.
82 Victoria Right.I'll give John Gates a call and give him an
George Hetto. update- tell him what our strategyis!
Victoria
Hello George,it's Victoria.How are you? George So I'll give you a call, um ...after I've met Heidi
George Not too bad. Wells,tomorrow.
I'm just callingabout the quotes,from the three
Victoria Victoria Right.OK, well good luck!
hotels,for the conference.Have you got copies George Thanks.Bye.
of all of them? 84
George Um ...yes. Yeah,they'rehere on my, er, desk ...
somewhere. 1
Victoria Couldyou emailthemto me? Amelia Hi Tom.
George Um ...I can faxthem.I'veonlygot hardcopies- Tom Hi, Amelia.How are you?
I haven'tgot the filesin the computer,
so, um ... Amelia Verywe[[,thanks. How are you?
Victoria OK.fine. Tom Fine,thank you. Sorry I'm late.
George I'vegot to go to a meetingin abouta quarterof Amelia That'sOK.
an hour,so ...I'llsendthemnow. Tom My train was delayed.
Victoria Yeah,OK. There'sno rush.This afternoonl fine. Amelia O h , t h e t r a i n sh e r ea r e n e v e ro n t i m e . . .
i f ,u m . . .
2
George No, no, it's no problem.I'll send them now.
Tom Helto.
Victoria OK, great.Then maybe we can discuss them
R e c e p t i o n i s t Hetto.
later today?
Tom I'vecomefor a meetingwithAmelia
George Sure. I'll be in the officeall afternoon.
Donovan. My name'sTomWatts.|'mafraíd
V i c t o r i a O K . I ' t tc a l l y o u l a t e rt h i s a f t e r n o o nt,n e n .
I'ma littlebit late.
George OK.
Receptionist I'll give her a call ...Amelia,Tom Watts is in
83 reception... OK. She'll be with you in a
moment.lf vou'd like to have a seat.
Victoria So I've looked at the three quotes,from all
Tom Thanks.
three hotels.And, obviously,we've visited all
three as well. Um ...and I think the best olace 3
is the Darley. Tom We'vemade good progressthere.
George Yeah. I agree.The trouble is, it's the most Amelia Yeah.We'reabout halfrruay throughthe agenda.
expensive. Tom |t\ quite hot in here. Do you míndif I open
Victoria Yeah.Their price is, what, ten percenthigher the window?
t h a n t h e o t h e rt w o . Amelia No, not at att.Shall we take a break?
George Hmm. lt rs their first offer,though.I haven't Tom Yes, good idea.
negotiatedwith them yet. Amelia We can go out and get some fresh air, if you tike.
Victoria No. Could you try to get a betterpricefromthem? We can walk across to the cafeteriaand get a
George I can try yeah. I'll call the managerin the coffee over there ...
morníng.Um ...what's her name ... Heidi Wells.
Victoria Tell her you'vespoken to your boss, and er ...tell
her I said they can have the contractif they can
give us a ten percentdiscount.

rz6
 Transcripts

OK.This is my office.Afteryou.
Thankyou.
Shall I take your coat?
Yes,thankyou ...Hereyou are.
Thanks.Can I get you anythingto drink?Coffee?
Tea?
No,I'mfinethanks.
We can staÍtstraightaway'if you like. |'ll give you
a copyof ...

lfs a beautitulday.
Yeah,ifs been hot like this all week.lfll probably
last until Friday,then nin all weekend!
Yeah.
So how was your trip?You said your train was
delayed?
Yeah.lt left on time,but thenwe stoppedat
a stationsomewhere.They said we had to wait
fur anothertraincoming...

Wouldyou llke a CC Softwarecompanylolly?

Awha?
A companylollipop.Thet'regifts...for the
conference.
Oh, I see!
Hereyou are.
Thanks.Companylollipops?
I give them to all my customers.
Really?
Sure....Thet'requite popularin the States...as
businessgifts.
Oh,yes?So thet'renot your idea,then?
No. I just boughtthem.
Oh, right.Thefre in the companycolours....So,
what flavourare they?
Acknowledgements
The authorswouldlike to acknowledge abovealIthe The authorand publishersare gratefulto the authors,
significant
contributionto the coursemadeby Nathalie and publishersand otherswho havegivenpermissionfor the
Aimylbbotson,and EvgeniaMiassoedova. Theywerea use of copyrightmaterialidentified!n the text. lt has not
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Thanksalsoto: WiltCapetfor believing the publisherswouldwelcomeinformation fromthe
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earlystages
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by GarethBodenp.6i,rm & rb,
photographersdirect.com: p. 40; CarynBecker,
p. 11,30, 32,72,16,lllm
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7y ErikDaniels/lmagestate: p. zr, Premium
Stock/lmagestate: p. 43; www.istockphoto.comt pp. 33,79b,
86t1,tm & ff Bob Lendrum, photographersdirect.com:
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photographersdirect.com: p. 54ml; RexFeatures: p. t6tm;
Superstock: p. rz6 Topfoto(DarleyHotelis a fictitious
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66/;Photoscourtesyof VekomaRidesManufacturing. B.V.-
The Netherlands: p. 9r, bl & br; ZefaVisualMedia:p. 24.

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