Key Business partner B1

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sachtienganhhanoi.com sachtienganhhanoi.com sachtienganhhanoi.com sachtienganhhanoi.com sachtienganhhanoi.com sachtienganhhanoi.com sachtienganhhanoi.com sachtienganhhanoi.com sachtienganhhanoi.com sachtienganhhanoi.com Coursebook answer key 2B dependence on email; too many emails, and having to use time outside of work to catch up; this overdependence can reduce productivity email work outside the office, send internal emails for a week face-to-face a bit bored, worried, but then relaxed and happy work and life – the need for technology and working more humanly with people good – a buzz and a hum F – He’s concerned that they spend too much time working after hours 2T F – He bans internal email F – He says that the two need to be balanced so we can be healthy F – They didn’t work after hours 6T 7T check reply catch overloaded internal Technology servant master reply check master catch overloaded 8.2 How to communicate Private office: It’s easier to concentrate You can make phone calls in private You can have meetings with another person privately There is no opportunity to socialise Open-plan office: People will share ideas more Small talk is easier There are more distractions © 2018 Pearson Students’ own answers 1b 2a 3d You lose the ability to work well in teams and also put the success of projects at risk (He says ‘lack of communication and team work can make projects fail.’) Water-cooler chat / informal office conversation Scott Bedbury said that ‘the really useful conversations between colleagues generally took place at the vending machine, in the cafeteria or in the gardens outside the office’ Building relationships According to the article, ‘Bedbury says that a company’s internal communication needs to be both formal and informal to help build the relationships necessary for success.’ Noise The reason for this is that it makes it difficult for workers to concentrate A combination of public and private space – she says that companies should provide a choice, which would cause an increase in productivity and happiness Email In China, social media is far more commonly used 24/7 communication means you’re always at work, and it may seem rude not to reply to a message Students’ own answers a Present Simple b future c likely a Past Simple b No, it isn’t – it’s referring to the future c less probable will be won’t have will spend would have talked would be would feel turned sachtienganhhanoi.com people not communicating clearly or not communicating enough, communication taking too much time, problems with people speaking different languages Coursebook answer key 8B Possible answers If we moved to a building that’s three times bigger, every employee would have a private office and it would be easier to make phone calls People will be able to make phone calls more easily if we provide a few small, private rooms for employees to use when needed If we create a small break area near the water cooler, employees will meet there and chat informally If we bought the café next to the office building and turned it into a private break room, employees would meet there and chat If we bought every employee a smartphone and told them to turn it off outside of work, they would stop complaining about the constant communication Employees will stop complaining about constant communication if we encourage them not to respond to work texts and emails outside of office hours 8.3 Communication skills: Closing a deal 1A Possible answer Summarising is important so that both sides confirm that they are on the same page and that there have been no misunderstandings (Note: A contract is a formal summary of what has been agreed and is, in effect, the result of the summary.) Working through the outstanding issues is important, otherwise there is no agreement and the deal cannot be closed 1B A win–win situation means that both sides get a good result from the negotiation, and helps to make sure that the good relationship continues between the two parties If the deal is a one-off (e.g the purchase of a second-hand car), a win-win is not necessary, although there is the risk that one party might decide to cancel the deal rather than close it A win–lose situation means that one side will be dissatisfied This reduces the chances of a longterm business relationship continuing © 2018 Pearson yes Daniel is worried that Beata might use very technical language They talk about the weather and have a laugh together This will help the discussion because they already know and trust each other He first wants to summarise what has been agreed, to make sure that he and Mateo have the same understanding of the situation, and then he wants to discuss outstanding issues 3B Option A See sketch from the video track 8.3.2 Daniel: Mateo does not have to pay extra for the portable units, but only for the power supply Beata: Portable refrigerators are supplied with the Diabsensors Option B Students’ own answers Daniel: Mateo does not have to pay extra for the portable units, but only for the power supply Mateo can reuse the refrigeration units once the Diabsensors have been used This is a ‘great deal’ for Mateo Beata: Portable refrigerators are supplied with the Diabsensors The diabetes teams will be very happy The key lessons learned should include (a) the importance of summarising what has been agreed and what still needs to be discussed, and (b) two possible approaches which can be used to ‘sell’ an idea or solution It’s always good to summarise what has been agreed and what hasn’t The video showed two common ways of selling an idea: focusing on a technical solution and emphasising benefits rather than technical details Both styles can be effective Students’ own answers 7A sums agreed leaves sum mean return sachtienganhhanoi.com 8A a, c b, d f, h e, g Coursebook answer key 7B a 1, b 4, c 3, high really quite extremely 7C 1a 2c 3b 4c c/b 6a 4B 1g 2a 3b 4f 5j 6h 7i 8e 9d 10 c Students’ own answers 8.4 Business skills: Talking about priorities 1–2 Students’ own answers 3A Make a list of the tasks Compare the tasks and decide which are important and which are urgent Important tasks have to be done because they matter to your business; urgent tasks have to be done now, even if they are not important 3B important and urgent: 3, important but not urgent: urgent but not important: 4 not important or urgent: 1, 5, 3C Task – Task – Task – Task – Task – Task – Task – 3D Be disciplined and don’t put things off 4A utmost low © 2018 Pearson 5–6 Students’ own answers 8.5 Writing: Short report 1 policy reasons issues orders department stock updates technology systems 10 heads looks purpose asked aims make key thing found seems 10 recommended 11 should 12 aims 13 might 3A Possible answers This report aims to / The boss has asked me to write this report in order to find out how staff feel … This report looks at One of the key problems is / The first thing I noticed was that … It was also found / Another factor is sachtienganhhanoi.com As I understand it That leaves So what you mean is If you agree to sum up Coursebook answer key 3B Model answer The HR Manager asked me to write this report because too many staff are leaving the company after only one year This report looks at the reasons why staff are leaving and offers recommendations One of the key problems seems to be pay Employees say they can earn more money in other companies, so they leave here and go to our competitors It was also found that staff feel that communication within the company is not very effective and that it is difficult to get the information they need Another factor is that there seems to be too much work for everyone, which means staff are stressed and often have to work late It is therefore recommended that the company reviews staff salaries to make them more competitive We should also look more closely at improving company communication and train staff to communicate more effectively Finally, we should review our staffing levels and the way in which work is delegated © 2018 Pearson sachtienganhhanoi.com It also seems It is therefore recommended that we tell / My recommendations are to We should this / This should be done Coursebook answer key 1 It’s a global recruitment agency and matches jobs with job-seekers 2–3 Students’ own answers 2A Possible answers Degrees I chose a degree in medicine because the company sells medical insurance I chose a degree in economics and finance because insurance is a financial product I chose a degree in English because writing is important, and also the job is based in London, so fluent English is probably important I didn’t choose engineering or fine art because they don’t seem connected with the job Professional experience I chose nursing because the company sells medical insurance I chose insurance sales because that is directly related to the job I chose freelance writing because that is directly related to the job I didn’t choose retail sales or accounting because they don’t seem connected with the job Other interests and activities I chose playing team sports because they need someone to work with several departments I chose volunteering in a local hospital because the product is medical insurance I didn’t choose cooking, travel or reading and going to the movies because they don’t seem connected with the job 3A b, c a, d e, f 3B Possible answers Agata’s study of economics would be useful in the insurance business Her interest in sports shows that she’s a team player She has medical experience through her volunteer job in the hospital Taro’s writing experience would be useful in the job Maria’s medical experience and experience managing a clinic both would be useful in the insurance job © 2018 Pearson Taro Activity or experience: degree in English, travelling the world, travel writing for newspapers and magazines Item mentioned in the vacancy listing: degree in a related field, confident, can-do attitude, willingness to try new things, creative Maria Activity or experience: medical degree, opened a clinic, hired two partners Item mentioned in the vacancy listing: degree in a related field, good team-worker, confident, can-do attitude, willingness to try new things Business workshop 1 They want to invest their own money in the stock market because they didn’t have enough money (to make investments alone) you don’t need to have a lot of money, sharing knowledge and ideas, making joint decisions, sharing risk They are researching the best industries 2A 1T 2T 3T 4F 5F 2B graphite (carbon) steel heat tablet charge 3A camping, train travel, cooking 3B tourism online chains the food industry healthy snack market companies new to the industry because it is growing faster than other markets in the food industry sachtienganhhanoi.com Business workshop Coursebook answer key 6B history set, up, when reports worth strengths and weaknesses Management experience employees Future 10 risky 11 social Business workshop 1 It’s a boutique hotel because people are more and more interested in environmentally friendly businesses Students’ own answers 2A 1a 2d 3b 4c 2B 1) ‘Save the date’ invitations to guest list – 2) Contract with actress Lana Gabler-Jones – 3) Engineer to explain wind turbines – 4) Food order for the event – 3A It was written after the meeting because it gives information about what Carlos and Lily discussed at the meeting 3B Yes, they did email to guest list, email to Lana Gabler-Jones, cancel engineer, ask Sarah to order food 4A A (‘Dear Constance’) B (‘Hi Sarah’) C (‘Dear Jim’) © 2018 Pearson 4B 1T F – He wants to speak with Constance 3T 4T F – He spoke with Jim a few weeks ago F – He doesn’t need anything from Jim now 5C Possible answers Project: Casa Paradiso Grand Opening Meeting date: 15 September Event date: October 1) Progress of hotel construction Discussion: The project is behind schedule The hotel won’t be ready until 15 October Decision: Change party date to 16 October Action: Send an email to guests explaining the change 2) Update on guest list Discussion: 125 people would like to attend, but Casa Paradiso want to host 100 Decision: Reduce guest list to 100 Action: Choose 100 guests and confirm that they can attend on 16 October 3) Special celebrity guest Discussion: Lana Gabler-Jones signed the contract but leaves for China on October If we change the date, she won’t be able to attend Decision: We need to cancel her contract and find another celebrity Action: Contact Lana and try to cancel the contract Search for another celebrity 4) Music Discussion: Can choose DJ or band Decision: Choose the band, if possible Action: Contact band and confirm date 5) Food Discussion: The food order wasn’t placed in time and now the caterers aren’t available Decision: Food can be rearranged for 16 October Action: Contact the caterers to check their availability for 16 October 6) AOB Information discussed: Wind-power electric system working well Decision: Send pictures to guest list Action: Include pictures in email with date change sachtienganhhanoi.com 5C Model answer To all club members I think that it would be best to invest in the food industry, in particular, healthy snacks This is because more and more people are eating snacks, but they also want to keep fit and eat less sugar, salt and fat, etc I therefore think that this market has great potential for expansion Coursebook answer key 1 skincare screams for sensitive skin types Isabella Barco; because she couldn’t find suitable products for her sensitive skin friends and mothers of friends HappyPure may go global Students’ own answers 2A keeping costs low, customer service 2B effective too long existing wholesaler and distribution (not enough stock, late deliveries), retailer (not enough retailers stocking product) warehouse and distribution (poor communication and organisation, low stock levels) Students’ own answers Possible answers what customers want from a face cream, competitors, branding, visit the country, find out more about the culture Business workshop 3A because it was discovered in some food products in the UK, which caused a scandal It started in a garage 1 a textile manufacturer a fashion design company Students’ own answers Students’ own answers 3B distribution stock trading quality organised 2A teens and early 20s who love technology €35 – not cheap, but OK for a premium product carry out more detailed market research, test the product with focus groups 4A supplier farmer retailer customers neighbours suppliers distribution wholesaler shops 10 consumer 4B Possible answers warehouse (poor organisation), distribution (not enough trucks), manufacturer (can’t get supplies to produce enough, not enough production capacity, staffing issues), supplier (can’t supply enough raw material) supplier (inferior quality materials), manufacturer (problem on production line, poor quality control) supplier (can’t supply materials), manufacturer (problems with equipment or staff) supplier (raw material prices increased), manufacturer (staffing costs increased), warehousing and distribution (staffing or premises costs increased, transportation – fuel costs increased), wholesaler (wants bigger profit margin) © 2018 Pearson 2B have already think have a few 2C Positive feedback: looks amazing, really cool, good for being seen (cycling) Negative feedback: feels like rough plastic, really uncomfortable, smells strange/weird, difficult to wash Suggestions: good for safety clothing, curtains, wallpaper 3A place product target market promotion price 3B product promotion price target market place sachtienganhhanoi.com Business workshop Coursebook answer key 4B Product: cycling safety vest Target market: not serious racing/sport cyclists – people who cycle to work Promotion: lifestyle magazines, online, social media Place: online, in bike shops, department stores Price: more than forty euros 5A Student’s own answers Model answer After detailed consideration of the marketing mix of several possible products, we have decided to carry out further market research on a smart wallpaper We have identified the target market as designers and decorators who help people with home decoration and design We can price them at €48 per roll, so while it isn’t cheap, it will be popular as a premium product We plan to make it available in high-end department stores and to promote it in home decoration magazines The next step will be to test the product with focus groups Business workshop 1 It’s a company which designs and produces accessories for electronic devices The company is going to move into a new office building and factory Possible answers: Maybe they have grown too quickly and not had time Maybe they forgot or didn’t think it was necessary Possible answers: He/She might bring in more up-to-date digital technology He/She will be able to make sure that everyone follows the rules Students’ own answers 2A Possible answers machines or material that could damage the eyes; stairs; wet or slippery floors; machines that could catch clothing or fingers; smoke or dangerous gases; noise from machines; forklifts or other vehicles; danger from things falling on you 2B Students’ own answers © 2018 Pearson 3B equipment; chemicals; poor ventilation; heat; staff remove safety guards and fail to replace them; staff leave things on the floor robots never forget; they always follow procedures; they don’t daydream or get distracted; they are never tired, angry or bored; they are never late for work or sick; they are always reliable, therefore profitable incorrectly installed/programmed, maintenance requirements quick easy to hack; privacy 4A Identify carpet noise lighting backache Evaluate 4C Possible answers Lifting heavy boxes Injuries to back / Dropping boxes on feet Warehouse staff There is training for staff and signs in the warehouse showing them how to lift correctly People might forget to lift properly (and cause injuries to themselves and others – quite likely to happen) Call company first-aider, call ambulance and take to hospital; complete accident record sheet Working near forklift trucks Could be knocked over, vehicle could run over feet Warehouse staff Training, warning signs and all vehicles must beep continually while they are moving Someone might turn off the warning beep so workers are not aware of vehicle – unlikely to happen Call company first-aider, call ambulance and take to hospital; complete accident record sheet Using ladders Falling from ladder / Ladder falling or slipping because no one is holding it / Dropping things on workers below Warehouse staff Train staff about using ladders and put up signs reminding them of the procedures Staff often use the ladder without someone holding it and they can easily fall or ladder can slip – could happen sachtienganhhanoi.com 4A a safety vest for cyclists Call company first-aider, call ambulance and take to hospital; complete accident record sheet 5A Possible answers Visitors may not be aware of the hazards in a factory and may not be trained to look out for them They may not have full protective clothing They may not be trained in how to deal with hazards (e.g washing chemicals out of eyes) 5B Students own answers 6B Possible answers Group A: Safety • ID badge • must have company rep with them at all times • personal protective equipment – protective glasses must be worn in machine area, wear solid, sensible shoes, no jewellery, no shorts, hearing protection • follow pedestrian walkways / don’t leave group • be careful of vehicles in factory / moving machinery • don’t touch any machinery/equipment • tell them about fire procedures / what to in the event of a fire • identify all hazards – forklift trucks, fumes from a machine, signpost warnings • make sure they don’t put hands on moving conveyor belts etc • watch for hot or sharp surfaces Group B: Security • no videos or photos allowed • wear visitor badge at all times • not take anything away from factory • control access to confidential areas 6C Model answer Introduction We have been asked to prepare a visitor safety and security report recommending new safety and security procedures for visitors to the new premises After completing a risk assessment, the following actions are recommended Security 1.1 Offices Firstly, only authorised visitors can enter our premises So security must be quick and effective All visitors to the main reception should have their photo taken and complete a form with basic information so that a security identification badge can be made This must be visible at all times We also feel that mobile phones and cameras should not be used in our premises © 2018 Pearson 1.2 Factory Access to the factory should only be given to senior staff and we should use fingerprint recognition for access to increase security A senior staff member must be responsible for any visitors they have to the factory and they should inform reception when visitors are coming They must also sign in their visitors at reception Safety 2.1 Offices All visitors should be warned not to touch office equipment unless a member of staff is present 2.2 Factory There are more potential hazards for visitors in the factory The person responsible for the visitor must make sure that the visitor has read the safety rules before entering the factory Visitors should wear protective clothing at all times and not go anywhere without a member of staff In conclusion, we feel that these recommendations will ensure that our premises are secure and that visitors are kept safe Business workshop 1 It was founded by Alejandro Roja in his workshop at home It produces modern, stylish domestic and commercial furniture made from sustainable woods when the company expanded into Europe not enough wood / raw materials, late orders, production line stopped due to equipment breakdowns, key staff have left / are leaving, customer services unable to deal with increased complaints Students’ own answers 2A Possible answers Case history A – poorly; Reasons: staff not properly trained, front desk manager did not listen to the customer, manager did not have authority to make decisions = too much control from top Case history B – well; Reason: staff listened to the customer and did whatever they could to help – well-trained staff, allowed to make decisions Case history C – well; Reason: Executive Chef solved the problem creatively and helped the young family Case history D – poorly; Reason: restaurant delivered poor service but blamed the customers, criticising them publicly sachtienganhhanoi.com Coursebook answer key Coursebook answer key Email invoiced for order not completed hasn’t yet replied to customer’s email sent last week to complete the order or they will not pay 4A Act facts contact priority a solution loyal customer-facing training respect 10 records 5C Model answer Information sheet for Customer Service staff It is important that we deal with all problems in the same way Therefore, we have prepared this information sheet to remind you of the key points of good customer service You must remember to: • act quickly (social media posts should be dealt with first as they can spread the fastest) • treat each complaint as a priority • let the customer know that you care about them and understand how they feel • apologise for the customer being unhappy but don’t admit liability until you have investigated • respond to all emails and posts immediately, saying you are looking into the complaint • investigate the facts and get back to customer as quickly as possible with a solution • offer more than they expect if possible • keep the customer informed of progress if it takes longer than you expected • make sure you reassure other customers after negative social media posts by giving details of how you resolved the complaint • keep accurate records of the complaint and the steps taken to resolve the situation â 2018 Pearson ã contact the customer a few days / a week later to check that everything was resolved to their satisfaction At the same time you need to remember not to: • get angry or argue with a customer • tell the customer their problem isn’t important • offer something you cannot deliver / make promises you cannot keep • take too long getting back to a customer Business workshop 1 They manufacture aviation navigation equipment English communication problems Students’ own answers Possible answers: ask questions, repeat information using different words if possible, don’t rush 2A 1b 2d 2B a South African, Vietnamese b He expected to discuss business c That in Vietnam, people like to get to know each other before discussing business Also, they rarely discuss work at dinner a weekly b monthly c outstanding 2C Possible answers A Vietnamese businessperson would probably expect to spend some time getting to know people he’s/she’s doing business with before talking about business However, they would probably find that South Africans tend to talk about business straightaway – over meals, for example The Vietnamese businessperson would probably feel that South Africans are very direct, which might feel strange and uncomfortable Students’ own answers 3A The plans for Frederik’s trip are going well Mr Lau will be able to supply the new design model by the Saturday before Frederik’s Monday meeting sachtienganhhanoi.com 3A Email 1 chairs were delivered which were not ordered and company hasn’t collected them even though they said they would; now received an invoice for the unordered goods customer services promises every day to collect but does nothing wants the company to collect the chairs (doesn’t say in email, but must also want the invoice cancelled) Coursebook answer key 4A 1T 2F 3T 4B knew to show respect his own cultural understanding 4C Possible answers Frederik feels frustrated with the situation and confused He thinks Mr Lau should have sent the design model back to manufacturing as soon as he realised there was a problem He thinks Mr Lau shouldn’t have waited to ask Mr Lau feels that the team is working as it should and that the job will get done just in time Both Mr Lau and Frederik have worked hard to make sure the presentation will go well, and both want the company to succeed Neither is aware of how the other person thinks and feels Possible answers The email discusses the problem of communication among the offices globally It offers cross-cultural communication training as a solution 6B Model answers To all employees, We are aware that recently many of you have felt that communication among the offices globally has at times been difficult We would like to address the issue by gathering key employees from all offices for a formal meeting to discuss ways to improve communication We think this will give everyone a chance to explain the things that aren’t working, and to work together to find solutions We will be in touch again soon with more information about the time and location of the meeting We will review the situation again after six months If you have any questions, please don’t hesitate to get in touch To all employees, We are aware that recently many of you have felt that communication among the offices globally has at times been difficult We would like to address the © 2018 Pearson issue by arranging an informal weekend away for all employees at a beach resort, so people can get to know one another We think this will allow everyone develop a better understanding of their co-workers and of the places we all come from We will be in touch again soon with more information about the time and location of the weekend away We will review the situation again after six months If you have any questions, please don’t hesitate to get in touch To all employees, We are aware that recently many of you have felt that communication among the offices globally has at times been difficult We would like to address the issue by offering employees more opportunities to work in offices outside their own country for two or three months at a time We feel that this will give employees an opportunity to see first-hand how other parts of the business work We will be in touch again soon with more information about how the programme will work We will review the situation again after six months If you have any questions, please don’t hesitate to get in touch sachtienganhhanoi.com 3B There’s a problem with the design model No, he won’t, because the design model will arrive just in time Review Review 1 attitude player determination thinking outside goals integrity communication 1 financial, card, tertiary primary, agriculture manufacturing, secondary automotive retail extraction, drilling adaptable resourceful Dependability confidence flexibility ambitious passionate independence write go giving send using list to find long Where know What When Could you tell me more about your experience? Can you put me in touch with the person in charge? I’d like to ask you a few questions about the company Thank you for your time How are you enjoying your new job? Could I give you a call next week? would like to appointed as similar position hope to meet feel free by email any questions to meeting you © 2018 Pearson was studying had was working met was explaining was owned offered didn’t hear 10 repeated 11 was waiting 12 interrupted sorry to interrupt before we speak just say something Going back to for interrupting Can I I was making this message returning call me back get hearing know involve meeting decide organise by Review 1 milestone setback anticipate predict risk sachtienganhhanoi.com Coursebook answer key Coursebook answer key decision construction identify solution addition suspend investigate attachment(s)/attached local preferences consumer brand biggest less quickly as experienced more experienced as hard larger least expensive as good longer 10 better are sold was founded were employed was expanded was built were, exported were shipped were opened are employed 10 is produced up to speed need you to meet no problem like you to think about compromise on there’s no flexibility can it Leave it wonder if we could a good moment come to that reminds me I forget 1d 2g 3e 4a 5b 6f 7h 8c Review 1 target territories marketing strategy luxury goods © 2018 Pearson should with don’t bad sure about This deliver unit discount payment enclose thank supplying queries 10 hesitate Review 1 automated innovation choice interacting customised sachtienganhhanoi.com in progress Where latest an update doing impediments finish consumption specialise preferable standardise growth Coursebook answer key We’ve already built three factories this year They haven’t exported to the USA yet Mr Kite has just become Sales Manager of the Year Have you finished the designs for the new product line yet? Has Liam just got a new job? The boss has just sent me an email I haven’t started my new job yet She has already finished the report 1O 2C 3O 4C 5O 6C 7O 8O defenders fit handle hold 10 record 11 drops 12 injures must don’t have have didn’t have must didn’t need to have to Must we must have/need position Either unless relationship outcome see 1d 2e 3g 4a 5f 6b 7c from both sides we proceed really appreciate suggestion is not happy with how you feel come to a compromise Why don’t we to an agreement chose performed impressed Another what One downside recommend Don’t Beware Make not allowed mustn’t forget Watch careful Review Review 1 pose issue visibility masks resistant 1 premium priority body personal satisfactory © 2018 Pearson sachtienganhhanoi.com stylish advanced friendly well-designed dependable Coursebook answer key about with to about waiting to waste making to pay signing to refund to tell to find ringing 10 to help wanted to make sure filled me correct about have to say Let me speak to confident we’ll should suggest Basically come What writing for take helpful sorted once in Review 1 overloaded checking master reply catch © 2018 Pearson productivity organise performance benefits transformation will be were would think wouldn’t spend will have does would see had wouldn’t 10 will be sums leaves understand return sum up utmost make priority off schedule This report aims to It looks at why it will make recommendations One of the key problems It was found It also seems that It is recommended sachtienganhhanoi.com demanding apologetic handling