Total Business 2 temping lots of hard to

Student’s Book Answer Key variety progress your

career
consultancy well paid no job security
Module 1.1 Ways of Working flexitime good for not good for
Pages 6 and 7 work-life people who
balance like routine
Vocabulary 2 hot-desking saves the disruptive to
1F 2H 3A 4G 5C company employees
6I 7D 8E money

Vocabulary 3
Reading 5
Possible answers
1 Open your mind
Freelance, temping, consultancy:
2 Plan for disaster
It’s great because I’m my own boss but I still
3 Get organised
get to work with lots of different people.
4 Set your limits
5 Put pen to paper
Teleworking:
6 Don’t feel guilty
It can get a bit lonely at times. And I miss my
7 Two become one
colleagues and all the office gossip.
Pages 8 and 9
Job-sharing:
When one of us wants a week off, the other
Listening 1
person does a few extra days so it’s fairly
1 Have a timetable and stick to it.
flexible.
2 Advantages:
– you spend more time with the children
Shift work:
– more flexibility
The only problem is sleeping. Your body
– the company saves money on office space
never knows if it’s night or day!
– no commuting.
Disadvantages:
Part-time, teleworking:
– sometimes you work in the evening
My children are at school so it lets me spend
– you miss people and office news.
more time with them.
Listening 2
Temping:
1 7.00 – get up, get the kids ready
I like it because it’s only for a couple of
8.30 – take kids to school
months and I’m saving my money to go
9.00 – start work
round the world.
12.00 – have lunch
14.30 – finish work
Hot-desking:
2 She’s been with her current employer
I wish I had my own space. I have to carry
since she left school, but she’s been home-
everything around in my bag and sometimes
working for five years.
there’s nowhere to sit.
3 She’s going to the office every day to meet
visitors.
Vocabulary 4
Possible answers Grammar 3
Possible Possible 1B 2D 3A4C
advantages disadvantages
freelance you choose no job security Grammar 4
the job 1 Present simple
teleworking organise you need to 2 Present perfect continuous
your work be good at 3 Present perfect simple
time self- 4 Present continuous
organisation
job-sharing more free need to Grammar 5
time coordinate 1 need
with other 2 communicate
person 3 have escaped
shift work gives you tiring 4 have been working
your days 5 have been
free 6 ’m working
part-time more free less money 7 answer
time
Module 1.2 Making Contacts 5 Tel. / asap / @ / RE
Pages 10 and 11
Writing 2
Listening 1 1 I am writing to …
work for 2/3 Further to our previous meeting / With
responsible for regard to your letter dated …
report to 4 how about
specialise in 5 I would like to apologise for
involved in 6 I’m sorry that …
deal with 7 we are pleased to
in charge of 8 Unfortunately
9 Can you
Listening 3 10 Do you want me to
Possible answer 11 May I remind you …
‘Networking’ is the skill of making contacts 12 Don’t forget
and can help people progress in their career 13 we look forward to working with you …
through knowing the ‘right’ people. The skill 14 See you soon
is important in areas such as sales where 15 Yours sincerely
you need to develop relationships with
potential customers. Writing 3
Possible answer
Reading 4
1A 2A 3C 4C 5B To: All Staff
6A 7B 8C 9A 10 C
From: [Name of Student]
Reading 5
People network at: Date 25th July
– conferences
– trade fair events Subject: Parental Leave
– coffee breaks
– formal ‘networking’ events Further to our previous meeting, I am
The reasons are: pleased to confirm that parental leave
– to help people maximise their potential for fathers has been extended to three
– to get to know other people weeks. The new system will come into
– for people with little experience. operation as from 25th September. May
I remind you that your managers will
Listening 6 require one month’s notice?
1C 2A 3D 4B
Module 1.3 Speaking: Talking about
Listening 7/8 yourself
1D 2I 3C 4J 5A Pages 14 and 15
6E 7K 8L 9F 10 G
11 H Speaking Success 1
A Yes, I think English …
Pages 12 and 13 B… I’m interested in marketing.
Writing 1 C I’m from …
1 The email and post-it note are not related D I’d like to work …
to her work. E Actually, I’m just finishing my degree …
2 The memo and the letter are formal F For about six years.
because they are giving information and
replying to a customer with a complaint. The Speaking Success 2
language uses quite long and fixed 1O 2C 3E 4B 5D
expressions. 6A 7F
3 The memo is ‘internal communication’
because it was sent within the company. Conversation Success 5
Everyone in the company received a copy of The examiner asks about:
it. - Business in your home town or country
4 The memo uses the To/From/Date/Subject - Present and future changes in working
headings. It doesn’t require an opening life
salutation line (Dear …) or closing salutation
(Best … Yours …). Memos often have only Conversation Success 6
one paragraph. 1 I suppose that
2 can you repeat
3 I think that Grammar 4
4 In my opinion 1 began
2 trademarked
Conversation Success 7 3 became
Possible answers 4 has been
1 What kind of business is very important in 5 has been working
your home town? 6 has been
2 Do you think English will continue to be 7 took part
important for business in the future?
3 Which technology has had the biggest Grammar 5
effect on business in recent years? 1 have been working
4 In what ways do you think working life will 2 joined
change in the next ten years? 3 have had
5 If you had a choice of work training, what 4 have been considering
would it be? Why? 5 has expanded / has been expanding (we
6 How effective is selling over the phone? are unsure if the expansion has ended)
6 completed
Module 2.1 Company Benefits 7 have been studying
Pages 16 and 17 8 has agreed

Vocabulary 2 Writing 6
1 a company car Possible answer
2 flexible working hours
3 parental leave Dear Sir or Madam
4 an impressive job title
5 a pension I saw your advert for the post of Personal
Assistant to Overseas Sales Manager in
Reading 3 yesterday’s newspaper and I would like to apply
opportunities for promotion, training and staff for the position.
development, a pension
*Note that the article also mentions ‘a reward As you can see from my attached CV, I have
and recognition scheme’ which is another been working for a travel agency for the last six
form of incentive. months, which I have really enjoyed. Before that
I worked as a receptionist and secretary for two
Reading 4 years.
1B2A3C4B5C
I have a good knowledge of English as I
Vocabulary 5 completed a course at college and I am also
1 take (Moloney’s comments) with a pinch of fluent in Italian having lived in Rome for the
salt summer in 2006.
2 takes care of
3 Take (Carole Palmer) Please note that my current manager has
4 took part in agreed to write me a reference. I look forward to
5 takes on hearing from you.
6 takes seriously
Yours faithfully
Pages 18 and 19
[student’s name]
Speaking 1
1 How long have you been working for the Module 2.2 Presenting Your Company
company? Pages 20 and 21
2 When did you join (the company)?
3 What was your first job? Listening 2
4 What are you responsible for? headquarters corporation divisions
5 Where are you based?
6 What would you like to do in the future? Listening 3
sixteen billion
Grammar 3 nine hundred and seventy-eight million
Past simple: started one hundred and sixty
Present perfect: has moved fifty-five thousand
Present perfect continuous: has been half
working four
six
five billion Writing 7
two billion Possible answer
nineteen oh six To: All Staff
one hundred and twelve billion
From: [name of student]
Listening 4
16,000,000,000 turnover Date: 1st October
978,000,000,000 final income
160 countries Subject: Presentation of new insurance
55,000 employees policy
half of 55,000 in the USA
4 divisions To offer staff a better health insurance
6 % of revenue dedicated to research & scheme, we are now working with a new
development insurance company. Please note therefore
5,000,000,000 dollars revenue in Europe that a representative from this company will
(over) 2,000,000,000 dollars rest of world present the new staff policy on 9th October
revenue at 2pm in the conference room. All staff are
1906 company founded welcome to attend.
112,000,000,000 total market

Listening 5
Module 2.3 Reading: Checking for errors
1A 2F 3F 4D 5A
Pages 24 and 25
6C 7B 8B 9B 10 D
1
11 D 12 A 13 B 14 C 15 F
prepositions articles conjunctions auxiliary pronouns
verbs
Pages 22 and 23
for the because has which
Writing 4 to a so are who
1 All staff. of and do
2 Any staff with a company-based pension
scheme.
3 There have been changes in the
government pension laws. 2
4 This will affect the current company-based Possible answers
pension scheme. prepositions articles conjunctions auxiliary pronouns
5 A presentation will be given by the Head of verbs
Finance on the changes and any effects. in an (no when have it
at article) while does him
Writing 5 by that
presentation, changes, pension, scheme
3
Writing 6 1 WILL
Possible answers 2 OF
Memo 1: Display of new factory plans 3 WHO
Memo 2: Presentation on flexitime and 4 IN
home-working 5 DO
Memo 3: Spanish classes 6 CORRECT
7 TO
8 AND
9 CORRECT
10 TAKE
11 FOR
12 CORRECT
Writing Success 1 Listening 1
Possible answer 1 Naunton
2 Launching your business online
From: [student’s name] 3 Sunday evening
4 nine fifteen/9.15
Subject: Confirmation of seminar details 5 r.naunton@worldsyouroyster.com

Date: XXXX Listening 2

1 are opening the room at 3 2 set up
To: Assistant seminar organisers 3 4pm 4 twelve 5 seven

Please note that I have booked Rooms 101 Grammar 3

and 102 for the seminar next week. I’d be 1E 2C 3D 4B 5A
grateful if you would now confirm this booking
and the final schedule for the event with Grammar 4
security. Also note that Mr Singh will be one 1 won’t be setting 2 will be arriving
hour late on the Monday morning. 3 ’ll have finished 4 ’ll have gone

Module 3.1 Starting a Business

Pages 26 and 27 Grammar 5
1 Sentences 1 and 2 are future continuous.
Vocabulary 1 2 Sentences 3 and 4 are future perfect.
Possible answers
Advantage Disadvantage Grammar 6
Sole trader You take all If you go 1 ’ll call 2 won’t rise
the profit. bankrupt, you 3 ’re running 4 ’m going to have
lost 5 leaves 6 will be opening
everything. 7 will have started 8 ’s going to leave
Partnership You share You might 9 ’ll be receiving
the disagree on
pressure. strategy. Module 3.2 Leaving and Taking Messages
Franchise The Parts of your Pages 30 and 31
business profits goes to
Listening 1
model is the franchisor.
given to you 1D 2H 3B 4G 5C
so there is
Listening 3
less risk.
A2 B6 C3 D3 E2
F4 G7 H5 I4 J6
Reading 3 K7 L5
1 launch
2 charge Pages 32 and 33
3 fee
4 growth Writing 1
5 concept 1 on his home number
6 branch out 2 that the next meeting is on the 23rd
Listening 4 3 the final dates
– You must be someone who likes to follow 4 for any confusion
rules and have support from others 5 the meeting
– Choose a strong brand and something you 6 to call
are interested in 7 bring the interviews forward
– You need start-up capital 8 join us/them later
9 order number 01-X33
Listening 5
1 it’s important when Writing 2
2 Secondly, I’d say Possible answers
3 For example 1 Please email Ralph details of next month’s
4 also think seminars at r.hensher@henckel.de.
5 Finally, there’s 2 Maria Monblot wants to attend next
month’s business breakfast meeting not this
Pages 28 and 29 month’s. Confirm this with her on 768 4556.
3 Please call Jochen Anderson about the
schedule for the 25th between two and five
o’clock. He wants to change the time and 10 contact details
length of his workshop. 11 scheduled
4 Please call Jochen Anderson on behalf of 12 how long
Vanessa about the schedule on the 25th.
5 Bryan in security confirmed the opening Module 4.1 Advertising
arrangements for Sunday. Call him on 07786 Pages 36 and 37
678 8890 if there’s anything else.
Vocabulary 2
Writing 3 1 mailshots
1 2 TV commercials
Dates: The event is on the 25th. 3 word of mouth
Times: The schedule says Jochen is 4 brochures
speaking at 9.30pm but he’s supposed to 5 sample
speak at 11am. He’d actually prefer to speak 6 newspaper adverts
at 2pm. 7 banners
Numbers: His mobile is 0778 890 8895. 8 spam

2 Vocabulary 3
Checking and clarifying details: Let me Possible answers
check. So that’s … / I see. / Let me read that Types of Advantages Disadvantages
back to you. advertising
Confirming action: I’ll have to check … then mailshots quick to not seen for
call you back. / I’ll call you back in an hour. deliver long
Requesting further information: Could you TV memorable people
give me your … ? commercials and can be remember the
fun advert but not
Writing 4/5 the product
Possible answers word of you trust people can also
To: Kirsten mouth this form spread bad
most news
Caller: Andrzej Welanetz brochures give you expensive to
more time to produce and
Message: Please email details of the next study send out to
telephone skills course to [email address]. He’s information your target
sending five people so also include details of market
discounts on group bookings. sample people can expensive
test before
buying
newspaper read by read quickly or
adverts many ignored
To: Vanessa banners you can they disappear
target a quickly
Caller: Sergiusz Parteka market by
choice of
Message: He’s sorry but he’s postponing his website
booking for the seminar on the 13th. Please spam very cheap people delete
send dates for the next seminar and explain if to produce them before
the course fee can be refunded. and deliver reading

Listening 4
Module 3.3 Listening: Short messages He mentions the following techniques:
– use search engines to put your name at
2 the top of the listings
Conversation One – get links on other sites
1 Perkins – through a site review
2 Rave – get free advertising
3 IL0378JUL – have a memorable domain name
4 (the) June – email campaigns (spam)
5 training video – send out a monthly newsletter
6 printing factory – have competitions or give something for
7 two weeks free
8 confirm
9 application form
Listening 5 The manager clearly doesn’t follow:
1A 2A 3B 4A 5C 1 The manager says, ‘I don’t want to give
you anything too difficult.’ so it isn’t
Pages 38 and 39 challenging.
3 He starts by saying, ‘I know you’re really
Reading 3 busy but …’
1 Case study 1 5 He doesn’t ask the employee to explain the
2 Case study 3 instructions back to him.
3 Case study 3 6 He won’t be available to answer questions.
4 Case study 2 7 He doesn’t give any praise for the work the
5 Case study 1 employee did on the schedules last time.
6 Case study 2
7 Case study 1 Listening 4
A3 B4 C4 D5 E7
Grammar 4 F7 G3 H2 I5 J6
1 could K4 L4
2 needn’t
3 should Pronunciation 5
4 must 4.3 Listening script
5 should Can I borrow your expertise in something?
6 couldn’t I’ve asked you because …
7 mustn’t Let me know how it’s going once a week,
please.
Students then categorise these in the I’ll need a report on this with your findings
summary: and your recommendations.
So, let’s go through this one more time to
Possibility: could check it’s clear.
Obligation: mustn’t One thing you might want to think about is …
Advice: should You’ve done a great job on this!
Criticism: should I’ve got a job here that will really interest you
Deduction: must (have) …
Lack of obligation: needn’t (have)* I’d like you to be in charge of all of it.
No possibility: couldn’t What are you going to do?
Feel free to call me if you have any
*Note that with verbs for lack of obligation, questions.
didn’t need to means the action didn’t Can you give this priority because they need
happen and wasn’t necessary, whereas it as soon as possible?
needn’t have means it wasn’t necessary but The deadline for this is next Thursday.
the action happened.

Grammar 5
The modal verbs in sentences 2–4 in
exercise 3 refer to the past. They are formed
like this: modal verb + have + past participle

Grammar 6
1 should
2 didn’t need to
3 mustn’t
4 must have
5 couldn’t get
6 needn’t have complained
7 don’t have to
8 shouldn’t

Module 4.2 Delegating

Pages 40 and 41

Reading 2
1A 2E 3C 4D 5G
6F 7B

Listening 3
Pages 42 and 43
Extension
Writing 1 Possible answers
Possible answer Thank you for your recent enquiry
Please find below …
Report on visits to website and Not only that ….
proposed marketing strategy In addition to that….
_________________________________ payable in advance
_________________________________ we would be delighted if …
______ Please find enclosed …
Introduction do not hesitate to call us
The aim of this report is to comment on
the number of people visiting the Module 5.1 The Workplace
company website in the last three months Pages 46 and 47
and propose a marketing strategy for the
next three months. Reading 2
Findings 1A 2B 3D 4C 5A
Over the last three months, the number of 6D 7D 8B 9D 10 B
visitors has increased by 650. There are 11 A 12 C
two reasons for the increase. First of all,
we launched a newsletter for subscribers. Listening 4
Secondly in May, we ran a competition Draw up selection of possible artworks 3
which was very popular. Installation 5
With regard to costs, banners have cost Select or commission artworks 4
3,200 euros a month but very few people Art consultant makes initial visit 1
seem to visit the website as a result of Present possible choices to client 2
these.
On the other hand, the newsletter doesn’t Listening 5
cost anything (other than my time) but has Overall, the speaker seems to be suggesting
helped to increase the number of visitors. that modern artworks are a better choice to
Recommendations show you are a modern company and
In order to increase the number of visitors, ‘planning for the future’. Traditional artworks
I would recommend that we continue with say that a company is old or lacks new
the newsletter and run more competitions ideas.
and quizzes. I also propose that we stop
using banners and put more resources Listening 6
into setting up links with other sites to 1A 2C 3B 4C 5C
increase the traffic. 6A

Pages 48 and 49
Writing 2
Introduction
Grammar 1
The report sets out to …
1 We prefer
The purpose of this report is to …
2 they preferred
Findings 3 I’ve always disliked
In addition to … 4 he’d always disliked
Alternatively 5 I’ll need
As a result of 6 she would need
This means … Grammar 2
Recommendations 1 She said that she wasn’t happy with the
In conclusion arrangements.*
I would propose / suggest that … 2 He said they were moving the following
The findings clearly show that we should week.
… 3 They said they’d planned everything.
4 He said that he’d left the company in 2001.
Module 4.3 Reading: Vocabulary and 5 The caller said she would call back the
collocation next day.
Pages 44 and 45 * Note that if the fact of the sentence is still
true we sometimes do NOT change the verb,
1 eg in 1, if the woman still isn’t happy at the
1A 2B 3D 4C 5B time of speaking, the speaker could say:
6A 7D 8C 9B 10 D ‘She said that she isn’t happy with the
11 B 12 A 13A 14 C 15 D arrangements.’
 9 reach
10 give
Grammar 3
1F 2C 3B 4E 5A Speaking 5
6D 1J 2D 3E 4H 5K
6F 7G 8I 9B 10 C
Possible answers
1 He concluded that the company could offer Pages 52 and 53
a 2% pay rise.
2 She apologised for missing the deadline./ 1
She apologised that she had missed the Possible expressions
deadline. Give your opinion:
3 He called to say he would be a few It seems to me that …
minutes late. I think …
4 They agreed that management was In my opinion …
spending too much time on paperwork.
5 He argued that they could buy new Suggest new idea:
computers with that. I’d like to suggest that we … / Let’s … / Why
6 He asked if he could take a day off next/the don’t we …?
following week.
Disagree with last opinion:
Listening 4 I’m sorry, but I just can’t agree with your
Speaker 1 The picture on the bottom left. there. / I disagree. / No, because …
Speaker 2 The picture on the bottom right.
Speaker 3 The first picture. Ask for opinion:
Speaker 4 The third picture. How do you feel about that idea? / What do
Speaker 5 The second picture. you think? / How do you feel about that?

Listening 5 Agree with last opinion:

1 B, D, F I’d go along with you there. / I agree. / Sure.
2A
3H Move to next item on the agenda:
4 E, G I suggest we move on to the next item … /
5C Let’s move on … / Moving on to point two …

You don’t understand the last point:

Module 5.2 Participating in a Meeting Sorry, but I don’t quite follow you. / Sorry, I
Pages 50 and 51 don’t understand. / Can you explain what
you mean exactly?
Reading 2
3 attend Ask for more explanation:
4 such Would you mind telling us a little more about
5 the … ? / I’d like to know more about … / Tell us
6 correct a little more about …
7 in
8 for Ask if everyone agrees:
9 to Have we reached agreement on this? / Do
10 about we all agree? / Is that OK with everyone?
11 correct
12 its Listening 3
13 correct Point 1: DZ agreed (not disagreed) and will
14 that go on the 7th (not the 6th).
Point 2: DZ didn’t offer but has already found
Vocabulary 4 a hotel.
1 hold Point 3: HS suggests a lunchtime reception
2 run (not breakfast buffet). DZ agrees.
3 see (also take your point is possible but Point 4: The brochure has incorrect prices
see 6) (not dates). RS will make new price lists (not
4 attend HS).
5 set
6 take
7 move
8 go
Writing 4
Possible answer
Minutes of the meeting to discuss
plans for Seattle conference
Participants: Robert Samuelson (Chair),
Dahlia Zille, Hugo Sata.
Date: 27th November
RS opened the meeting and suggested
that someone should arrive two days
earlier to set up. HS disagreed and
suggested that one day was enough
time. DZ agree to arrive on the 7th.
DZ confirmed that she had already
booked a hotel and would book the
flights.
RS wanted to discuss the issue of
sponsoring an event for delegates. HS
suggested that a lunchtime event might
attract more visitors to the exhibition
stand. Everyone agreed and RS said he
would give HS a budget.
DZ raised the issue of the incorrect price
lists. It was agreed that RS would make
new price lists and include some offers.
Module 5.3 Speaking: Short presentations
Pages 54 and 55
2
There are a number of points to consider
when …
First of all, there’s …
For example …
The second point to remember is …
You also need to consider …
Something else is …
3
Erica’s question at the end is People say that
newspaper advertising isn’t as effective as,
say, a TV commercial. Do you agree with
this?
Erica’s question is good because she starts
with a statement and then asks Pierre to
comment.
It’s probably true that TV commercials are
more effective because you have the
person’s attention, but on the other hand
they’re much more expensive.
Module 6.1 Recruitment
Pages 56 and 57
Reading 2
1 A ,C 2B 3C 4A
5 A, B
Vocabulary 4
give a job: hire, recruit, employ
take someone’s job away: dismiss, sack, fire,
lay off, make redundant
leave a job: give notice, walk out, resign,
take voluntary redundancy
Listening 5
Speaker 1: E
Speaker 2: G
Speaker 3: C
Speaker 4: A
Speaker 5: B
Speaking 6
Possible answers
1 Many people will respond that it is
unethical, however, it is also a cultural issue
since people from some countries would
take the attitude that if it gets you the job
then it is acceptable. It may also be the case
that an applicant doesn’t have the right
qualification but is still able to do the job well.
2 You would expect that all managers should
talk to the person in question about an issue
and also to anyone involved such as
colleagues of the person.
3 Good communication can avoid problems
before they get out of control. Staff problems
can be caused by problems at home or
difficulties with other members of the team.
By regularly talking to staff a manager might
be able to predict issues even before they
arise and take action.
4 This will often depend on the level of the
post. Senior managers may often have three
to six months as a notice period whereas the
basic employee may only have as little as a
week in which to find a new job.
5 Responses will include qualifications,
references, character and personality, how
they work with others, reasons for leaving
the other job, etc.
6 Many companies have a policy of one
verbal warning, a written warning and finally
the employee is fired.
7 Students might feel that if a company has
not been honest with them that it is
appropriate to leave.
Pages 58 and 59
Grammar 1
1 ’s employed.
2 must have been asked
3 is hoped
4 are being made redundant 7 Our company dismiss people who send
5 is to be looked at personal emails.
6 were taken on 8 This email doesn’t say who the sender is.
7 ’ll be fired 9 Run the game by clicking on the icon.

Grammar 2 Pages 62 and 63

Present continuous 4
Present perfect 0 Reading1
Past simple 6 The order they were each sent is 3, 2, 4, 1.
Will (future) 7
Present infinitive 5 Reading 2
It + passive 3 Request information: Please give me …
Modal 2 Announce: Would all staff note …
Grammar 3 Request action: Please / I’d be grateful if …
1 are given Suggest: Why don’t you …
2 is being reviewed Thank: We appreciate …
3 ’ve been offered Refer to: With regard to …
4 was set up Explain reason: The reason is …
5 will be given Offer: Would you like me to …
6 to be looked at Apologise: I’m afraid …
7 is hoped
8 have been delayed Reading 3
Possible answers
Grammar 5 Request information: I’d like …
1 to assess Announce: Please note …
2 was unfairly dismissed Request action: I’d like to request that …
3 was followed Suggest: How about …
4 has been found Thank: We thank you for …
5 had failed Refer to: With reference to …
6 is reported Explain reason: This is because …
7 gave Offer: Can I …
8 was dismissed Apologise: I am sorry but …
9 appears
10 is recommended Writing 4
11 should be carried out Possible answers
12 will help 1
Dear [name]
Module 6.2 Emailing
Pages 60 and 61 Would you please send me details of the next health
and safety training event? I’m aware that it is due in
Reading 2 the near future.
1B 2F 3D 4A 5E
6C Regards

Vocabulary 3 [name]
1 a computer
2 click 2
3 shut down
4 mouse Dear [name]
5 delete
6 break Thanks for reminding me. The training event
7 dismiss takes place on the 3rd September from 9–5 in
8 sender the conference rooms. Please inform all
9 icon department managers and forward the attached
documents which are to be read before the
Possible answers event.
1 Switch on the computer with this button
here. Thanks
2 Double click on the icon.
3 Shut down the computer and restart it. [name]
4 Use the mouse to move the cursor.
5 I deleted the email by mistake.
6 Put a page break in here.
3 For G: When was the previous conference?
Dear Department Managers Which country or part of the world is the
Dolphin Beach Resort in?
Would you all please note that the next health
and safety training event takes place on the
3rd September from 9–5 in the conference 3
rooms. As you know this is a legal 1 B (‘this’ refers back to ‘a period of intensive
requirement. Please also find attached care in hospital’)
documents which you should be familiar with 2 D (‘he or she’ refers back to ‘your boss’)
before the event. 3 F (‘them’ refers back to ‘employees’)
4 A (The first reason is in the previous
Thanks for your cooperation. sentence ‘your boss’s careless attitude.’ The
second reason is ‘you are simply working too
[name] hard.’)
5 G (The previous sentence mentions
4 conferences for the first time in the article.
Dear [name] The other less obvious clue is that the
following sentence says the next conference
Thanks for informing the managers. is in Florida, the west side of which in on the
Unfortunately, the training event has been Gulf of Mexico.)
postponed. The reason is the trainer is
unavailable. He has suggested the 23rd Module 7.1 Sales
September, so can you let all managers Pages 66 and 67
know?
Reading 2
Sorry for the inconvenience. Reasons for choosing marketing
– sounds better at dinner parties
[name] – has an air of glamour (whereas sales has
an unglamorous image)
5 – (many graduates believe) you work on
Dear Department Managers creative PR campaigns and go on lots of
jollies
Following my previous email, I am writing to – marketing seems more attractive (than
inform you of a change in date to the health sales)
and safety training event. Due to the
unavailability of the trainer on the 3rd Reasons for choosing sales
September, the event will now take place on – it isn’t as bad as myths suggest
the 23rd. All other details remain the same. – unlike marketing, sales is tangible
Apologies for any inconvenience caused. – it has a direct impact on a company’s
results
[name] – you meet people and communicate with
different personalities
– in sales there’s a buzz of a target-driven
environment
Module 6.3 Reading: Linking ideas
– you can manage millions of pounds of
Pages 64 and 65
business
– make customers happy
1
– it’s incredibly rewarding
(pronouns in bold)
B Larry could have avoided this by looking
Reading 3
out for the signs of burnout or in his case
1B 2C 3B 4D
something worse.
D He or she is probably too stressed and
Vocabulary 4
could be redundant very soon.
1E 2D 3B 4F 5A
E ‘Occasionally it occurred to me how
6G 7C
stressful the job was,’ he says.
F 46% of them say lack of management
Pages 68 and 69
support is a barrier to success.
Reading 1
2
1 B, C 2 A 3A 4C
Possible questions
For C: Which organisation?
 Vocabulary 2 Module 7.2 Selling
Possible answers Pages 70 and 71
Job A: frustrating, challenging
Job B: repetitive, boring Reading 1
Job C: repetitive, boring, frustrating Possible answers
– persuasiveness
– knowledgeable
Vocabulary 3 – trustworthy
adjective noun comparati superlative – believes in the product or service
ve form form – never gives up
boring bore / more most boring
boredom boring Reading 2
1B 2A 3D 4C 5D
challenging challenge more most 6B 7C 8A 9B 10 A
challenging challenging 11 B 12 D 13 B 14 C 15 C

varied variety more varied most varied Selling 3

Salesperson 1: 3 – advertising
well-paid pay / better-paid best-paid Salesperson 2: 4 or 5 – car
payment Salesperson 3: 1 or 6 – stationery
Salesperson 4: 4 – personal organisers
frustrating frustration more most Salesperson 5: 7 – home
frustrating frustrating improvements/insulation

responsible responsibility more most Listening 4

responsible responsible 1 June
2 radio
3 2007
Pronunciation 4 five seconds
repeat 5 design
repetitive 6 red
repetition 7 logo
boring 8 house
challenge 9 a representative
challenging
vary Listening 5
varied A4 B3 C1 D5 E1
variety F3 G3 H2
payment
frustrate Listening 6
frustrating Establish customer needs: B, D, F
frustration Suggest possible requirements: C, E
responsible Compare: A, H
responsibility Close the sale: G

Grammar 5 Pages 72 and 73

– You add -er/-est to form short comparative
and superlative adjectives. Reading 1
– You use more/most before longer 1 The client needs office space for twelve
adjectives. months.
– The structure as + adjective + as shows 2 The salesperson can meet those needs
two things are equal. and also wants to try and sell a little more in
addition.
Grammar 6 3 The second location offered has these
1 bad benefits:
2 most – offices on the same floor
3 most enjoyable – wonderful views
4 more – more convenient than the other location for
5 than transport
6 better – suitable parking facilities
7 as
8 better
Reading 2 I look forward to hearing from you in the very
Possible answers near future.
– Thank you for your order …
– Further to your request … Yours sincerely
– I’d like to mention that I can also …
– please note …
– As an interesting alternative, you might Module 7.3 Reading: Extracting key
wish to consider … information
– It has the following features … Pages 74 and 75
– Please consider this possibility and note …
– I would suggest a prompt decision … 1
– I look forward to hearing from you. They are all job adverts.

Writing 3 2
1 Mr Burr needs warehousing for 18 months. 1C 2D 3C 4A 5B
He needs 100 square metres in space, 6B 7D
security and parking for at least twenty
people, as well as good access. Module 8.1 Training
2 Spacesaver can meet those needs if Mr Pages 76 and 77
Burr takes two spaces of 50 square metres
(although this is expensive). However, Reading 1
parking and access are poor. Possible reasons
3 Spacesaver is more positive about the – the teacher
warehouse at Circular Storage because – the other people on the course
there is 100 square metres’ space. It’s also – the facilities
cheaper and has good access and parking – the approach / methods
as well as security. The only drawback is – how much it responds to your needs
that the warehouse isn’t as central so the – the extras (lunch, comfort, etc)
proposal to Mr Burr will have to convince him
that the benefits outweigh this problem. Reading 2
– The people in the first and fourth statement
Writing 4 would probably benefit from the Effective
Possible answer Leader course because they are both having
Dear Mr Burr problems with their staff.
– The other people in the second and third
Further to your enquiry about the statement refer to situations where people
warehousing at the W1 site, I am delighted are not working well with others.
to say this space is still available. However,
with regard to your additional requirements Listening 4
please note that you would have to rent two 1 Sergio wants to take both of the courses
separate spaces of 50 square metres and because they will help him with his new role.
the warehouse has limited parking for five 2 They disagree on whether online training is
cars only and limited access. as effective as face-to-face training.

As an alternative, you might wish to consider Listening 5

a new storage option called Circular Storage Online training:
that has recently become available to – you don’t need to go away
Spacesaver. While it is a little further from – you arrange things around your work
the centre of the city than W1, it has the – you can communicate with other people on
following features: the course
– easy access for lorries and adequate – you can do it from home
parking for twenty – it’s cheaper
– security with CCTV
– space availability of 100 square metres Face-to-face training:
(and more if required) – you get new ideas from other people on
the course
Please also note that it would be two-thirds – networking
the price of W1, and the 10% discount for a – you can ask the tutor questions
two-year booking would still apply. A visit to
these premises can be arranged, although I Speaking 6
would like to suggest a prompt decision on It’s great because …
this second option. You’re right, but I also think …
The other thing (reason) is that …
The problem is that … Conversation 4: Good. The person checks
I don’t think … and shows understanding.

Pages 78 and 79
Listening 4
Grammar 1 Let me check I’ve understood you.
1 for being So what you’re saying is … Is that right?
2 suggested doing I see what you mean.
3 needed to speak That’s interesting.
I see.
Grammar 2 Why do you think that is?
1 doing Really?
2 telling
3 to enrol Listening 5
4 to take Let me check I’ve understood you. 4
5 using So what you’re saying is … Is that right? 4
6 doing Well of course the answer is simple, isn’t it?
7 to have 3
8 networking Let me just stop you there … 2
9 to answer I see what you mean. 4
10 to do That’s interesting. (not used)
I see. 1
Grammar 3 Can I tell you what I think? 3
1 Big difference: A is an invitation to play Why do you think that is? 1
tennis in the future. B is a question about the Really? 1
person’s general interests. Well what you need to do is … 2
2 Little difference. Like can be followed by
either form and for these two questions, the Pages 82 and 83
answer will be the same.
3 Little difference. Vocabulary 1
4 Big difference: A refers to the end of a – The purpose is always in the first
continued activity. B implies that one activity paragraph of the letter. In this case the
was interrupted in favour of another. purpose is to complain.
5 Little difference. – The explanation of what happened is in the
second paragraph where more detail is
Grammar 4 generally given in a letter to support the first
1 Would paragraph. In this case the trainer was late
2 to ask and sessions were delayed. The two
3 hate members of staff also didn’t like the trainer’s
4 recommended approach.
5 prefer – The final paragraph should explain the
action the sender requires. The sender
Module 8.2 Showing You’re Listening wants to receive an explanation.
Pages 80 and 81
Vocabulary 2
Reading 2 1 Following 4 However
1 SUCH 7 BEEN 2 due to 5 Despite*
2 THAT 8 ON 3 As a result of 6 In addition to
3 AS 9 FEW * Note the verb construction that follows this
4 CORRECT 10 BY linker.
5 FOR 11 CORRECT
6 TO Vocabulary 3
1 as a result of / due to / following
Listening 3 2 Furthermore / Moreover
Conversation 1: Good. The person asks 3 However / Nevertheless
questions and uses encouraging words like 4 Despite
‘Really?’ 5 Furthermore / Moreover
Conversation 2: Bad. The person interrupts 6 Following / As a result of / Due to
and gives an opinion straightaway.
Conversation 3: Bad. The person says what Listening 5
to do without finding out how the other (allow for some variation)
person feels. 1 the 26th April
2 was unavailable at short notice
3 we had to get a replacement trainer apologise for any inconvenience caused. I
4 we added the lost time on the end of the would like to offer you a free two-day
two days. voucher, which can be used at this hotel in
5 your company sent an extra person the future. We look forward to your next visit
6 discovery and any further feedback you have.
7 positive feedback
Best regards/Yours sincerely
Writing 6
Possible answers Module 8.3 Listening: Short monologues
Dear Sir or Madam Pages 84 and 85

Following my recent experience of your 1

hotel, I have decided to send you some
feedback in the hope that you can improve
your services.
I arrived at reception at 6 pm on 7th
November to find there was no record of my
booking. As a result of this I waited 45
minutes. The following day, my two clients
and I were delayed due to the meeting room
being double-booked. Eventually we were
given another smaller room. Finally, towels
were not changed overnight. Room service
explained that this was because of the
hotel’s ‘environmentally-friendly’ policy.
While I agree with the sentiment of this
policy, I do not think that changing at least
one towel is unreasonable.
(Views on key vocabulary may vary.)
1: Purpose: To describe a training course
Role: A trainee on a course
Opinion: Very critical
Key vocabulary: the parts on how to answer
questions / working on convincing people /
how to stand / when to use your hands / bit
excessive / visual aids / pointless
6: Purpose: To confirm arrangements
Role: A colleague of Joe
Opinion: Neutral / No opinion
Key vocabulary: at three o’clock as planned /
problems on planes / seems to be OK now /
see you tomorrow
2
1D 2F 3A 4H 5E

Despite having been very satisfied with your 3

services in the past I may have to reconsider 6D 7E 8A 9G 10 C
using your hotel in the future. I would be
grateful to hear any comments you have to Module 9.1 Branding
make in writing. Pages 86 and 87

Yours faithfully Reading 2

1B 2G 3E 4C 5A
Dear M… 6F 7D

Thank you for your recent letter regarding Extension

your stay at our hotel. I regret that the
experience did not achieve your normal
expectations. I have now spoken to the staff
involved and as a result I am in a position to
comment.
Unfortunately, our online booking system
has been undergoing some changes and this
may have affected both your booking of a
room and the meeting rooms. I apologise for
any delays but please note that all our
meeting rooms are equipped with the same
level of services. With regard to the policy on
towels, the hotel feels that it must play its
part in working towards helping the
environment and so we have recently
considered a number of ways in which to
achieve this. However, your comments on
towels will be raised at our next meeting on
this policy.
1 Sugar and butter, vanilla and mandarin,
white tea, lavender, cherry.
2 In stores to put customers in the mood for
buying, attract customers to displays, make
shoppers wait longer, visit a hotel ice cream
shop, to create the perception that the
product is good, on mobile phone keypads
and on billboards
3 odour, scent, fragrance, aroma
Speaking 3
Possible answers
One thing that interests me about this is that
smell can have such an effect on humans.
One thing that surprises me is that
ScentAir’s turnover has quadrupled as a
result.

Following your letter therefore, I wish to

Pages 88 and 89 6 whose which
7 why where
Grammar 1 8 nowadays, (delete comma)
1 which
2 when Module 9.2 Getting Through
3 who Pages 90 and 91
4 whose
5 why
6 where Listening 2
1 GH Loans
Grammar 2 2 The caller presses 2 because he wants to
We’re a Swedish company which has speak to an operator.
controlling shares in three subsidiaries and a 3 The caller reaches 3 on the scale before
large stake in one smaller division. It is he puts the phone down because the system
recommended therefore that we focus our uses speech recognition technology which
financial interests on the smaller subsidiary, requires him to answer ‘Yes’ or ‘No’.
which incidentally is also based in Sweden.
Listening 3
Grammar 3 1 Abi Kaye
1 defining 2 TI3662
2 non-defining 3 21st April 1981
3 commas 4 loan early last month
4 The sentences in the text on page 87 5 statement
containing relative clauses are those which 6 five thousand euros
were completed with A–G in exercise 2 on 7 0172443929
page 86. 8 four

Grammar 4 Vocabulary 4
1 Let me introduce you to David who’s the 1 unavailable / take
director of our company. 2 hold
2 This is the main factory where we produce 3 put / through
car parts. 4 One
3 This is our latest product which is also our 5 take
biggest seller. 6 bear with me
4 The company had a turnover of about a 7 put (you) on hold
million euros in 2004 when it was founded in 8 call (you) back
2004. 9 So that was
10 suit
Grammar 5
Possible answers Vocabulary 5
I work for a company which produces 1 Let me call you back later.
software. 2 Let me read that back to you.
I study at a college that specialises in 3 I’m just looking up his number on the
business courses. computer. / I’m just looking his number up on
The best kind of boss is someone who the computer.
doesn’t interfere. 4 Do you mind if we put the meeting back to
Tuesday? / Do you mind if we put back the
Grammar 6 meeting to Tuesday?
1 My company, which is based in Sydney, 5 We’ll bring the schedule forward by a
has offices all over the world. week. / We’ll bring forward the schedule by a
2 Mrs Sayers, who’s waiting in reception, week.
says she has an appointment with you. 6 Hold on a moment.
3 The man, whose briefcase we found last 7 Sorry, the battery on my mobile is about to
night, called this morning to see if we had it. run out.
4 The report, which I’ve just finished, is in your 8 Sorry, he’s tied up with something at the
in-tray. moment. Can I help?
9 I’m just putting you on hold for a moment.
Reading 7
1 which where Speaking 6
2 what who Possible answers
3 who’s whose Student A’s message (File 9.1):
4 where, (delete comma) Caller: Mr/Ms Jakuczik
5 when why Message: He/She rang to postpone meeting
with Mr Vathone on 24th in Hong Kong. 2
Account number: YE99-087 Possible answer
Call back at: 7pm (US time) Report on findings from focus group
research
Student B’s message (File 9.2):
Caller: Mr/Ms Jingshan Introduction
Message: He/She paid $3,760 into account, The aim of this report is to make
but it isn’t on this month’s statement. recommendations based on findings from
Account number: HIE364 4756 ten focus groups.
Call back at: [students decide time] on 980
765 55 44 Findings
Firstly, nearly three-quarters of responses to
Reading 2 the cherry flavour were very positive with
1B 2B 3A only 7% being neither positive nor negative
about the product.
Writing 5
1 email On the other hand, about two-thirds said
2 capital they disliked the strawberry flavour because
3 spam (or) email newsletters of the sugar and artificial taste.
4 important
5 subject Finally, with regard to the normal and diet
6 inbox versions, approximately 20% more people
preferred the diet cherry version and nearly
Writing 6 three times as many preferred the diet
Possible answers strawberry version.
– With emails to people you don’t know, use
formal expressions such as Dear …, I am Recommendations
writing to …, I look forward to … . Based on these findings, I would recommend
– Organise your emails into folders. that the company launches two types of
– Send many attachments in separate cherry flavour drink (normal and diet). While I
emails. wouldn’t suggest a normal strawberry
– Only cc emails to someone else when it’s version, the company could consider
really necessary. producing a diet version which was clearly
more popular.
Writing 7
The person broke the following rules: Module 10.1 Management
1 He/She didn’t check for things like spelling, Pages 96 and 97
grammar and formality (eg received / I look
forward to see you then / Hi …). Reading 2
2 and 4 He/She used capitals and marked it 1E 2D 3B 4C 5A
IMPORTANT!
5 The subject line wasn’t short and clear. Reading 3
Possible answers
Writing 8 – Managers shouldn’t ask staff to do things
Possible answer they aren’t prepared to do themselves.
Dear Mr Kay – Managers need to be open to new ideas
Further to your message regarding next and ways of doing things.
week’s brand development meeting, I can
confirm that I will be able to attend. Please Vocabulary 4
also find attached ScentAir’s latest (other possibilities given in brackets)
proposals, which we can discuss in more succeed in business
detail next week. achieve success (a great deal, targets)
I look forward to seeing you. set targets
Best regards miss opportunities (targets)
John Taylor recognise weaknesses (success)
learn a great deal
Module 9.3 Writing: Reports develop an understanding (a strategy)
Pages 94 and 95
Vocabulary 5
1 1 succeeded in
A3 B4 C5 D1 E2 2 missing
3 learned
4 developed
5 recognised – sales of merchandise have fallen.
6 plan
Module 10.2 Solving Problems
Vocabulary 6 Pages 100 and 101
Possible answers
Madonna has succeeded in business Listening 1
because she reinvents herself. 1 Linda is in charge of construction of a
She has always planned a strategy for each building.
stage of her career. 2 The windows don’t fit.
She has achieved success through hard 3 She wants her manager to call her back.
work and determination.
It’s been important for her to set personal Listening 2
targets. When she has missed opportunities, 1 site
she’s learnt from it. 2 windows
She also recognises her weaknesses and 3 south side
brings in other people to help. 4 four
Madonna has learnt a great deal from 5 1.5
others. 6 manufacturer
She realised early on that it’s important to 7 architect
develop an understanding of the music 8 call her
industry.
Listening 3
Pages 98 and 99 1 The windows don’t fit.
2 Send the window back to the manufacturer
Grammar 1 3 Make the space for the window wider.
1 C / No, the action didn’t happen. 4 Solution A: it will take the manufacturer 16
2 A (Note that students might also answer D weeks to redo them, and the architect will
which is correct. However it contains a need to do more designs.
modal verb so is also the answer to 5.) Solution B: it’s a bit expensive but the people
3E on the site are being paid anyway so they
4B can make the space wider.
5D 5 The best solution is probably the second
solution (to make the space wider).
Extension
Zero: A, D Listening 4
First: E We can worry about … later.
Second: B The main thing is to find a solution.
Thirds: C What are our options?
If we do/did … it will/would …
Grammar 2 My other idea is to …
1 can’t do It’d have the advantage of …
2 would happen Good idea. / I agree.
3 ’d wanted
4 know Pages 102 and 103
5 won’t succeed
6 knew Vocabulary 1
7 would have done in time ( + )
on time ( + )
Grammar 3 within budget ( + )
1C 2A 3G 4E 5D over budget ( – )
6F 7B under budget ( +/– )
on schedule ( + )
Speaking 4 behind schedule ( – )
Possible answers ahead of schedule ( +/– )
The problem will include:
– their most recent album Talk to the world Vocabulary 2
has received poor reviews by the music 1 over
press 2 on
– according to the review the group sound 3 in
similar to their previous album 4 in
– the review also suggests they haven’t 5 ahead
changed their image or appearance 6 behind
– since their second album, sales have fallen 7 in
 8 in Module 11.1 Ethical Economics
9 within Pages 106 and 107

Vocabulary 3 Reading 1
further to / following on from Possible answers
so that we are / in order to be – coffee grown
due to / because of / as a result of – coffee picked
therefore / so – coffee transported
– coffee packed
Writing 4 – coffee sold and shipped
1 Further to / Following on from – coffee sold on to shops
2 due to / because of / as a result of – coffee bought and drunk
3 In order to / So that we
4 therefore / so Reading 2
5 so 1 10p (pence)
2 15
3 50
Writing 5 4 50
5 rent
Jan Feb March April May June
6 service charge
Tickets printed 7 coffee
8 1.26
Tour dates X Reading 3
announced (28th) 1B
Tickets go on 2A
sale 3F
Plans/design 4E
merchandise 5C
D is the extra sentence.
Merchandise
Vocabulary 4
to be
1 middlemen
delivered
2 disparity
Tour starts X 3 change hands
(1st) 4 overheads
5 factor in
Writing 6 6 break-even total
Possible answer 7 mark-up
Subject: Further changes to schedule for LJ 8 freight
tour. 9 gross domestic product
10 charities
Further to my previous email, I can confirm
that tickets need to be printed by January Pages 108 and 109
31st. Please also note that the client has
increased the merchandising budget in order Grammar 1
to include hats and scarves. I appreciate 1 0 (Fairtrade is the name of the
your patience with these changes to the organisation)
schedule. 2 an (singular noun)
3 a (singular noun mentioned for the first
Module 10.3 Listening: An interview time)
Pages 104 and 105 4 the (before a superlative)
5 the (there is only one)
3 6 an (singular noun)
The questions suggest the main speaker will 7 the (name of country)
probably give advice, opinions and describe 8 a (singular noun)
problems. 9 the (refers to ‘foundation’ – there is only
one)
4 10 0 (plural noun)
1C 2C 3B 4A 5A
6B 7B 8B Listening 3
1C 2A 3C 4A 5B
6B 7B 8B
 7 descent (n)
Module 11.2 Discussing Trends 8 declined (v)
Pages 110 and 111
Pages 112 and 113
Speaking 1
Possible answers Listening 1
a) Wind power has already been A no speaker
implemented in many countries though some B2
people say it can never provide enough C4
energy on its own. The initial cost is also D3
very high. E1
b) Solar power is being widely used either on F5
people’s own houses or in the form of huge
areas of land with solar panels. The cost of Listening 2
technology is falling for this energy so it 1 because
looks like a good investment. 2 due to the fact that
c) Bio fuels which make use of residue from 3 Another reason for
plants are already used in some cars. They 4 as a result of
look set to provide one solution to the lack of 5 as
petrol fuels.
d) Coal is criticised for the pollution it creates Writing 4
and many countries are looking at Possible answers
alternatives which suggests it isn’t a good (based on information given)
investment. However, in some parts of the Reasons for:
world such as China there are huge coal – it has a new deal with Mainline Energy
reserves which are only now being mined worth 190 million euros
and used in power stations. In this case coal – the company has over ten years’
may still be a good investment but be bad for experience in a relatively new field
the environment. – it hit a high earlier in the year
e) Wave power has many of the same pros – the recent fall is described by many
and cons as wind power. analysts as a short-term problem.
f) Nuclear power has attracted bad publicity – it has developed a new silicon-saving
in the past but more recently many technology
governments have returned to the idea of Reasons against:
building nuclear power stations in the next – its recent stock price fell by half
century in order to solve the potential – there is a shortage of silicon.
shortage of energy. Private investment may
yet provide good returns. Writing 5
Possible answer
Reading 2 Proposal for investment
1B 2B 3A 4C 5D
6B 7C 8D 9A 10 B In response to your enquiry about Sungreen
11 B 12 A 13 D 14A 15 C Power, the company seems to be performing
well.
Reading 3
The graph shows that while solar power Findings
costs twice as much per kilowatt-hour than One thing to consider is their new sales
traditional energy sources used on power agreement with Mainline Energy, worth 190
grids at present, its costs have been falling million euros. This should help their share
continuously since the early nineties. The price which recently halved. On the one
line showing the average price for power hand this was caused by a shortage of
from the grid for residential energy is also silicon, but on the other hand Sungreen
climbing. If these trends continue, solar specialise in technology which requires less
power may become more competitive, silicon.
making it a good long-term investment.
Recommendations
Vocabulary 4 So despite the fall, I would still suggest you
1 peak (n) consider investing. The fact that solar power
2 rising (v) costs have continuously fallen since the
3 soar (v) early nineties and look set to equal normal
4 remained stable (v) energy costs in the next few years makes
5 crash (n) this a good investment opportunity.
6 go down (v)
 1 Do you think business will become …
Module 11.3 Reading: Longer texts 2 I was wondering what you think …
Pages 114 and 115 3 … a good product, isn’t it?
4 … by plane, won’t they?
Exam Practice 5 Do you think employees can work …
1C 2D 3B 4A 5D 6 … what your plans for your future career
6D are?
(or) … what your plans are for your future
career?
Module 12.1 Business Law 7 … experience do you think would help …
Pages 116 and 117 8 … for three years, haven’t you?

Listening 1 Module 12.2 Handling Questions

In this case both phone operators are using Pages 120 and 121
logos which use the same colour. One
operator could argue that customers will Listening 1
therefore confuse the brand and that their Possible questions
competitor is making use of their brand A The customer might ask: Can I have a
image. refund? Can I exchange this for something
else? The shop assistant might ask: When
Listening 2 did you buy it? Do you have the receipt? Did
1 TV commercials you pay by credit card or cash?
2 T-shirts B The employee might ask: Why wasn’t I
3 orange paid for that overtime I did? Why is the tax
4 petrol company higher this month?
5 green C The student might ask: What did I get
6 shape wrong? Why was my mark so low? The
7 business teacher might ask: What went wrong? Did
8 colours you revise?
D The manager might ask: Have you read
Vocabulary 3 our policy on sending emails? Why did you
1I 2A 3F 4G 5B send so many?
6E 7H 8J 9C E The journalists might ask: What is the
company doing to solve the problem? Will
Reading 4 you be giving customers a refund?
1 C (the ‘premises’ refers to the petrol
station) Listening 2
2 B (normal people … aren’t likely to face Conversation 1: C
legal proceedings) Conversation 2: E
3 A (The operator has followed the Conversation 3: B
easyGroup trademark branding and used Conversation 4: A
orange.) Conversation 5: D
4 B (Google has said it intends to stop …)
5 A (Orange may be taking easyMobile to Listening 3
court … though easyMobile is part of a 1E 2F 3C 4B 5A
bigger company called easyGroup.) 6D
6 C (TOP is an Irish company but BP can
only sue its stations in Northern Ireland Listening 4
which come under United Kingdom law.) 1, 2, 3: A, C, E
7 B (Google had said it intends to stop the 4 F.
use of its name … / A spokeswoman said: 5, 6: B, D
We think it’s important to make the
distinction between …) Speaking 5
Possible answers
Pages 118 and 119 1 Sorry, I didn’t understand the question.
2 I’m afraid I’m unable to answer that at the
Grammar 1 moment.
1 don’t they 3 That’s a very good question.
2 you can use the same colour 4 I just need to check with someone first.
3 there’s anything else 5 I’d like to come back to that point later on if
4 you think the outcome will be that’s OK.
6 I’m afraid I’m unable to answer that at the
Grammar 3 moment.
 the Internet access facilities. Two days after
Pages 122 and 123 the café opening, the musical ‘Guys and
Dolls’ will start on May 3rd in the main
Reading 1 theatre, starring well-known TV actor Rene
1 When they have important news, company Travis.
announcements, or at any time when it’s
possible to give an ‘interesting slant’.* Please find enclosed designs for the new
2 When the story explains how your café.
company has helped the local community or
has raised money for charity. Also the story Yours sincerely
might be about success or relate to other hot
topics. They won’t use it if it seems like an Module 12.3 Speaking: Discussions
advert. Pages 124 and 125
3 One advantage is that a press release is
free publicity and also that the public tend to 1
take more notice of the company than they Possible answers
would from seeing an advertisement. Express an opinion: I think … / In my opinion
* ‘interesting slant’. This often refers to … / I feel that … / It’s important that …
newspaper stories which take an ordinary or Compare and contrast information: On the
even politically uninteresting event but one hand … on the other hand … /
manage to make it interesting in some way. Ask the other person for their opinion: What
do you think? / How do you feel about …? /
Reading 2 Do you agree?
Text C isn’t a good press release because it Ask for clarification or repetition: Do you
reads like an advertisement. It announces a mean …? / Sorry, I don’t quite follow you. /
sale with discounts and there is no Can you repeat that?
suggestion that the company has done Agree: That’s right. / Yes, and … / I agree …
anything useful for the community. / Sure.
Disagree: I know what you mean, but … /
Reading 3 Yes, but … / Don’t you also think, though,
1C 2D 3A 4A 5B that …
6C 7B
2
Reading 5 1B
– Introduces the news: I am writing / It is 2G
always good to hear 3G
– Refers to reader’s knowledge: As many of 4B
you are aware / As many local people will 5G
know 6B
– Announces good news: we are therefore 7G
pleased to announce / we are delighted / we
are celebrating
– Handles bad news: Contrary to recent
suggestions / we are taking this very
seriously

Writing 6
Possible answer
Dear Editor

Contrary to recent suggestions that the

Everyman Theatre may be closing, we are
pleased to announce the opening of our new
café on May 1st. We are celebrating this
event with a party for local people at 7pm.
After that, the café will be open during the
day for lunchtime shoppers as well as in the
evenings for theatre audiences. We also
intend to hold regular cabaret nights in the
café.

Money for the café was raised by ‘Friends of

the Everyman’ and this also helped pay for