giáo trình tiếng anh thương mại nxb từ điển bách khoa 2010 christine johnson 272 trang

Unit 1Activities ■ 7 Unit 2Data ■ 15 Unit 3Etiquette 25 Decisionh''''esent simple and continuous n Roles and activities Word building Explaining your job Greeting people 13 Exporting to Me

Vo cab ulary 1 Roles and activities

M atch th e wotxls 1-5 w ith th e m e a n in g s a-e.

1 founder a to start a com pany or organisation

2 set up b one of a num ber o f people who own

4 partner c to be responsible for

5 run {a business) d a group o f people w ho work together to do a jo b i' som eone w ho starts a com pany or organisation

Q w h a t do y o u call s o m e o n e w h o w o rk s in each o f th e fo llo w in g areas? a technical job - te ch n icia n

C o m p le te the j o b titles in th e sen ten ces Use a d ic tio n a ry if necessary.

A financial ^nalv&p is som eone w ho analyses the financial markets.

is som eone who gives advice about financial is som eone w ho represents their com pany an d sells their products.

An A _ A _ A ^ m anager is som eone who a.ssists the manager.

_ offers co n su ltan c y services to m a n a g e m e n t.

_ is som eone w ho develops softw are.

_ is som eone w ho p ro d u ces film s.

Language check Present Simple and continuous

Listening 1 How to write emails

i l A n n a D a v id so n , a tra in in g m a n a g e r a n d expert in business c o m m u n ic a tio n , talk s a b o u t v ir tu a l team s: in te rn a tio n a l team s w h ic h c o m m u n ic a te m a in ly b y e m a il Listen to th e first part.

W h a t a re th e a d v a n ta g e s a n d d isa d v a n ta g e s o f using e m a il to c o m m u n ic a te w ith colleagues in o th e r countries?

0 W h ich o f th e fo llo w in g a re m o s t im p o rta n t w h e n w ritin g to a colleague in a n o th e r co u n tiy ? D iscuss y o u r ideas w ith a p a rtn e r.

- Tell your colleagues about yourself.

- Keep your message very short.

- If there is a problem , explain it carefully.

Q N o w listen to th e se c o n d p a r t o f A n n a D a v id so n ’s talk Tick the p o in ts ab o v e w h ic h sh e re c o m m e n d s.

R eading 3 R ead tw o ex a m p le s o f a n e m a il fro m a Ja p a n e se d esig n er to his

L on d o n colleagues a b o u t th e text fo r a n e w w ebpage W h ich o n e follow s A n n a D a v id s o n ’s re c o m m e n d a tio n s ? f f i i S

Thanks very much for sending the text It looks very Interesting Unfortunately we're having some problems with It It Is a little bit loằg In our experience, the users are not very happy to read nore than 60 to 70 words We think it may be better to cu: the text What do you think?

We are taking a sh o t break now - we're going out to the konveni for an onlgl l (that means; we're going to the store for a rice snack!)

We're having problems with your text - it's too long

You need to cut it

Writing T racey S m ith, a colleag u e in a n o th e r co u n tiy , h a s se n t y o u a s a m p le page fo r a n e w w e b site d esign You w a n t to m a k e th e follow ing c o m m e n t a b o u t it:

There’s a problem with the new website design The colours are too dark It’s difficult to read the text Tracey needs to find new colours.

W rite a n em a il to T racey S m ith F o llo w o n e o f th e ex a m p les ab o v e a n d m a k e th e c o m m e n t m o re fnen d ly - a n d polite D ecide h o w to sta rt a n d e n d th e e m a il E n d th e m essag e w ith a little ‘c o n v e rsa tio n ’ a s T akeshi does in E x a m p le A a b o v e

C a r e e r skills E x p la in in g y o u r jo b

When yoQ introduce yourself, it is common to say something about your job and where you work Look at the following phrases Match each phrase with a question a-d

1 Z'm £7 (graphics designer) 2 I work asa (consultant) 3 I work fo r (a media company) 4 We provide , (web design services) 5 I'm responsible f o r (project management / managing projects) 6 My main role isto (meet with clients, sell our services) a What kind o f company do you work for? b What does your company do ? c What do you do in your job? d What's your job?

D L isten to fo u r p e o p le e x p la in in g t h e i r j o b a n d j o b activities

M a tc h th e jo b s , c o m p a n ie s a n d m a i n ac tiv ities w ith th e p e rso n

OUf Lawyer P^per manufacturer manages IT systems

Rania Accountant Finance house meets clients

Da The Project Manager Mobile phone company deals with payments

Jaana Systems Developer Travel company checks contracts

□ Listen a g a in W h a t o th e r a c tiv itie s d o e s e a c h p e r s o n do?

□ W h ic h o f th e a b o v e phrases d o e s e a c h p e rs o n use? Tick th e p h ra s e s y o u h e a rd T h e n lis te n a g a in a n d check.

S p e ak in g Q Im a g in e y o u a re O laf, R a n ia , D a T h e o r J a a n a In tro d u c e y o u rs e lf to y o u r p a r tn e r E x p la in y o u r j o b , c o m p a n y a n d j o b activ ities.

□ W o r k w ith a p a r tn e r Y ou s h o u ld e a c h c h o o se a d iffe re n t c o m p a n y a n d j o b fo r y o u rse lf P ra c tise a sk in g a n d a n s w e rin g q u e s tio n s a - d above.

C u ltu re at work Greeting people

H ow do you greet a new contact o r colleague in your country? In business, do you usually shake hands? When? Is it OK to use first nam es with som eone you don’t know? These things m ay be different in other cultures

C an you give any examples from your ow n experience?

Dilemma: Exporting to Mexico

A British com pany, Systemax, m anufactures and sells laboratory e q u ip m e n t to three m a in regions: Europe, North America an d Asia Pacific Systemax is enterin g a new export market in Mexico Sales in Mexico are sm all at the m om ent, but the com pany expects a big increase in the next two years a n d hopes to expand further into South America d u rin g th e next five years Systemax has two export m anagers for the m ain regions:

George Jo h n sto n e, N orth Am erica; Linda McCade, Europe.

Now som eo n e h as to take responsibility for exports to Mexico Is it better to give extra re sp o n sib ility to George Johnstone or to Linda McCade? Or p e rh ap s the c o m p a n y needs to find a third export manager?

The extra re sp o n sib ility m eans travelling to Mexico (and in fiiture, to countries in South Am erica) several Hmes a year a n d building good re la tio n sh ip s w ith custom ers there Mexico has a border w ith the US an d , in term s o f geography, could be part of the North America region

But its cu ltu re is very different from the US culture It is in m any ways m ore sim ila r to the culture o f Spain.

You are th e Systemax directors a n d have to decide Consider:

• W hat abilities a n d experience d o George and Linda have?

• H ow m uch tim e does each have for extra responsibilities?

• Are they ready to increase the am o u n t o f travel abroad?

W ork in tw o groups Look for the answers to the three questions above

G rou p A: Find out m o re ab o u t C^orge Johnstone Turn to page 137

G ro u p B: F ind o u t m ore about Linda McCade Turn to page 140.

W ork in new groups o f 4-6 H a lf o f each group should be from G roup A a n d h a lf from G roup B Tell the others what inform ation you have about George Jo h n sto n e o r Linda McCade Discuss the inform ation an d decide if it is a good idea to give extra responsibility to either George or Linda

O r you m ay decid e to look for a th ird export manager.

Decision

No hiding place

Countable and uncountable

Career skills: Checking information

Dilemma: Buy it now!

Keynotes

In fo rm atio n technology (IT) makes it easy to store huge an’.ounts of data, or information, on com puter datab ases Companies and organisations co lle ct inforniation about people all the time Companies conduct research into people's buying hab its so that they can improve their marketing Organisations collect data fo’- su rveillan ce purposes; to help stop criininal activity and increase security

Someone somewhere is recording nearly everything we do.

Preview W h y d o c o m p a n ie s co llect d a ta ? W h a t k in d o f d a ta d o th e y collect?

Com panies c o lie c t m arket re se a rch d a ta to improve th e ir m arketing

Listening 1 Q lis te n to th re e p e o p le w h o h a v e to collect a n d m a n a g e d a ta in th e ir w ork- M atch th e p e o p le 1-3 w ith w h a t th e y d o a-c,

1 Amy a searches for inform ation on the internet

2 Bob b stores records in a database

3 Carla c writes m arket research reports

1 Why is it useful to collect inform ation about custom ers’ buying habits?

2 W hat are the three questions Bob has to answ er in his work?

4 w h a t is C arla’s jo b and w hat does she try to do?

5 Does Carla always use the sam e suppliers?

B C o m p le te th e sen ten c es w ith th e se w o rd s Listen a n d check, brow se enters keeps m anages uses u p d a t e

Amy She custom er data an d records o f customers.

_ data in the custom er database.

Bob collects data about people w ho the com pany website.

_ search engines to find new products an d suppliers, the files w ith new inform ation.

Sp e ak in g C o m p a n ie s c a n n o w collect d etailed in fo rm a tio n a b o u t us W hich o f these thin g s a re y o u h a p p y ab o u t? Are th ey necessary?

1 O ther people can read your emails.

2 M obile ph o n e com panies can m o n ito r your calls.

3 Video cam eras in the street film you.

4 C om panies collect details o f your shopping habits.

5 Airlines can check your personal records before you fly.

R ead in g Q R ead th e a rtic le o n th e o p p o s ite p a g e q u ic k ly a n d ch o o se th e se n te n c e w h ic h b est su m m a ris e s th e m a in idea.

1 New technology is helping to find internet crim inals.

2 It is difficult to store a lot o f data.

3 M odern life is not very private.

0 R ead th e a rtic le a g a in a n d a n s w e r th e fo llo w in g q u estio n s.

1 How do com panies collect inform ation about people w ho visit websites?

2 How can organisations fin d out w here we go?

3 W hat are som e o f the new developm ents in surveillance^echnology?

4 W hat four advantages o f surveillance technology are m entioned?

5 W hat do m ost people think about having so m uch surveillance?

N o hiding place

Using the internet

Q M atch th e w o rd s 1-8 w ith th e p ic tu re s a -h

O £ntf

Vocabulary 2 Quantity and number

Q Put th e fo llo w in g w o rd s a n d p h ra s e s in th e correct group. a bit of a few huge m illions a m ou n tain of substantial tiny w ide enorm ous a fraction

Large/a lot Small/not m any

0 M atch the n u m e ric a l ex p ressio n s 1-5 w ith th e d e sc rip tio n s a-€.

1 0.5 n frequency, how often som ething happenis

4 300 times a day d a huge nu m b er - we d o n ’t know how'

5 a quarter m any c the size o f som ething

step It

Listen to Bob fro m Listening 1 o n page 16 d escribing a re p o rt a b o u t h is c o m p a n y 's w ebsite W rite th e n u m b e rs you hear. a e

Average numbei of page ve w s per session: _

Europe: per cent pe^ cent step 2

Listening 3 Say the n u m b e rs T hen liste n a n d check*

Listening 4 D Listen to S a n d ra R avell giving advice o n h o w to m a n a g e d a ta a n d a n s w e r the q u estio n s.

1 She nam es three kinds o f people w ho need to manage large am ounts of inform ation Who are they?

2 Why is it im portant to m anage inform ation well?

Q Listen ag ain a n d c o m p le te th e n o tes w ith the m issin g w ords.

DarJria h o w to ' your filing | Arrange your flies for e a s y ' system ! - C reate a short-cut to files that you use often

• What are the main V Of 1 - Keep most important files at the information that you deal with? ] ® of the filinq area

CrAAte * for each kind of material

Keep your filing system ^ - File new information as soon as you get it - B or throw away old material

- Give your files helpful nam es - ằ vour system often; does it work for you?

Speaking W oric w ith a p a rtn e r Tell e a c h o th e r w h a t system s you use for reco rd in g a n d storing E nglish v o ca b u la ry

Language check Countable and uncountable

Q which o f th e fo llo w in g n o u n s in b o ld a r e c o u n ta b le (C) a n d w h ic h a re u n c o u n ta b le (U)? a Do you have an y sta tistic s o n w eb users? b We have a lot o f in f o r m a tio n a b o u t sh o p p in g on the internet. c Some p e o p le dislike s h o p p in g on th e internet. d Do you have m an y c u s to m e rs in th e US? c We d o n ’t have m uch tim e to analy se all the data. f Do you use m uch s u rv e illa n c e e q u ip m e n t in your com pany? g There’s a c a m e ra in reception. h We can’t give you any a d v ic e o n security. i The com pany d oesn’t have a n y p r o b le m s w ith security. j This website d o esn ’t h av e m a n y pages.

B M a tc h th e s e n te n c e s a b o v e w i t h th e ru les W rite c o u n ta b le n o u m , u n c o u n ta b le n o u n s o r b o th

P o sitiv e s e n t e n c e s Use a or any with singular \

Use any with * and with in the pluraL

Use some with all uncountable Use much with nouns and with ' _in the plural

Use any with uncountable nouns and in the plural

Use a /oto/with \ Use many with Use many with

N o te : In offers a n d requests, w e u su ally use som e, not a n y Can you bring me eom e w a te r? (request) Would you like dom e c o ffe e ? (offer)

Practice Q C o m p le te th e c o n v e r s a tio n s w i th a / s o m e / a n y

I’m afraid w e d o n ’t have website, you can fin d ' _ in fo rm a tio n about the hotel, please?

leaflets here If you go to their details there.

_ m essages fo r me? m essage for you on yo u r desk.

Q C o m p le te th e c o n v e r s a tio n w i t h a lo t c f / m u c h / m a n y

A Do you g e t ' useful in fo rm a tio n from your web report?

B Yes, the report gives us * interesting data For example, we peo p le in th e US visit our website But we d o n ’t h its from p eo p le in Australia.

Speaking W o rk w ith a p a r tn e r A sk q u e s ti o n s a b o u t a re g io n , to w n o r c o m p a n y th a t h e /s h e k n o w s A n s w e r y o u r p a r tn e r ’s q u e stio n s

How many people live in ? A re th e re a n y g o o d r e s t a u r a n t s ?

C a r e e r s k ill s C h e c k in g In fo rm atio n

Numbers are everywhere in business Sometimes it is important to listen and write down a precise number You need to check that you have got the number correct, especially on the telephone Here are some useful expressions for checking:

Sorry - 1 didn't catch th at Do you mean ? Can you repeat it, please? Sorry, can I ju s t check ? Did you s o y ?■ Sorry - did you s a y ?

Sometimes it is enough to give approximate numbers For example, we can say: about half a million ju st under a thpusahd over two million

L is t e n in g 5 n L isten to tw o p e o p le ta lk in g a b o u t in te r n e t statistics o n th e p h o n e W rite th e p recise o r a p p r o x im a te n u m b e r s y o u h e a r.

1 N u m b er o f people o n lin e w o r ld w id e : _

2 Percentage o f people o n lin e in E u ro p e :

3 N u m b er of people o n lin e in E u ro p e :

4 Tim e each person spen d s b ro w s in g :

0 L isten a g a in lic k th e e x p re s s io n s fr o m th e list a b o v e th a t s p e a k e r A u se s to ch eck th e figures.

S p e a k in g W o r k in p a irs You a re g o in g to give e a c h o th e r s o m e c u s to m e r d a ta

S tu d e n t A give S tu d e n t B th is i n f o r m a tio n W rite th e in f o r m a tio n t h a t S tu d e n t B gives y o y S tu d e n t B tu r n to p a g e 140.

N am e: Jan e Doe Age: 35 Drives 15,400 kilom etres a year

Salary: $69,950 a year Works in a com pany w ith 1,568

C ar; expccts to spend $18,000 on next car em ployees

C u ltu r e a t w o r k Are you predse or approximate?

Office workers ‘admit being rude’

Offers and requests

Career skills: Being polite

Dilemma: A workplace bully

Bad manners at work

Unit 6 Future

Future Modals of possibility Making predictions Memo giving opinions

Vocabulary D Look at th e groups o f w ords U n d e rlin e th e tw o verbs in italics th a t can b e u sed w ith each n o u n

1 t a ^ / open / gef_on a shuttle bus 2 a flight rides / tai?es off / lands 3 catch / arrange / miss a train 4 drive / hire / hoard a car

D C o m p lete th e sentences using verbs a n d n o u n s from exercise l

Use each w o rd o n ly once.

1 We could the shuttle bue to the hotel.

You can to the city centre but you might

? 1 may be able to collect not find a parking space.

3 What time does your you from the airport.

4 Do you think w ell get to the station on time? I don’t w ant t o _ m y

D C o m p lete th e q u e stio n s usin g m a k e o r do T hen an sw e r the questions.

1 Are short-term investments a good way t o _omM money?

2 Which business sector w i l l _ the biggest profit in your country next year?

3 Is it possible t o _ business with someone that you don’t like?

4 Will y o u _ any changes in your career in the next twelve months?

6 What new leisure activity 7 Do you prefer t o _ last moment? any training courses this year?

you think you might try next? plans for the future or decide things at the

Q R ead th e article a g a in a n d a n s w e r th e fo llo w in g q u estio n s.

1 What reason do office workers give for their bad m anners?

2 Why is it Im polite to answer a m obile phone during a meeting?

3 Are people today m ore polite than they were 20 years ago?

4 What are som e organisations doing to im prove workers’ m anners?

5 What are the benefits of avoiding bad m anners at work?

admit being rude’

M O S T o ffic e w o rk e rs say they are rude o r b a d -m a n n e re d at work Two o u t o f th re e w o rk e rs re g u la rly a rrive la te fo r m e e tin g s , m o s t ig n o re e m a ils and th re e o u t of fo u r use bad la n g u a g e In a s u rv e y of 1,000 w o rk e rs , t w o - t h ir d s ^ay th a t p re s su re of w o rk is th e reason fo r th e ir bad m a n n e rs.

O th e r c o m m o n exa m p le s o f bad o ffic e e tiq u e tt e in c lu d e ig n o rin g c o lle a g u e s and a n s w e rm g m o b ile phone c a lls d u rin g m e e tin g s U sing m o b ile p h o n e s in m e e tin g s is im p o lite and d is tr a c ts o th e rs , re se a rch by th e U n iv e rs ity of S urrey show s If you re s p o n d to a ca ll when sp e a kin g to som ebody, it m eans th a t th e phone c a ll is m ore im p o rta n t th a n th e p e rso n , th e survey said If you a n s w e r a c a ll d u rin g a m eeting, it co u ld m ean th a t you th in k the m e e tin g is n ot im p o rta n t.

Mr J a c o b s , m a n a g in g d ire c to r of O ffic e A n g e ts , a re c ru itm e n t firm , says It is e a sy fo r p eople to fo rg e t th e ir m a n n e rs in th e w o rk in g e n v iro n m e n t, w h ic h is o fte n very in fo rm a l and very busy W o rke rs can fo rg e t p ro p e r e tiq u e tte such as in tro d u c in g people a t m eetings, and th is is o fte n bad fo r w o rk in g re la tio n s h ip s

P s y c h o lo g is t D r C o lin G ill b e lie v e s th a t p e o p le are n ot as p o lite as the y w ere tw e n ty years ago

He s a id : ‘ C o u rte s y is no lo n g e r s o m e th in g th a t is so m uch re s p e c te d in o u r s o c ie ty ’ P eople th in k it is ’ s tu ffy to be p o lite or fo rm a l.'

N o w so m e o rg a n is a tio n s are a c tu a lly in v e s tin g money in tra in in g th e ir ju n io r m anagers to be p o lite O ffic e A n g e ls is e n c o u ra g in g p e o p le to a rriv e on tim e fo r m e e tin g s, tu rn o ff m o b ile phones and avoid bad language ‘ A v o id in g bad m a n n e rs a t w o rk is su ch a s im p le th in g to do,’ M r Ja co b s says,

‘and it can have a d ra m a tic im p a ct on im p ro v in g yo u r w o rk in g e n v iro n m e n t and your re la tio n s h ip s w ith o th e rs.'

Glossary distract stop people paying at te n t io n s tu ffy old fashioned, boring, not friendly

S peaking D D o y o u h av e ex perience o f th e b a d m a n n e r s d e sc rib e d in th e article? H o w d o y o u feel w h e n o th e r p e o p le sh o w b a d m a n n e rs?

O D o y o u agree th a t ‘co u rtesy is n o lo n g e r respected* a n d ‘it’s stuffy to be p o lite ? Why? / W h y not?

Vocabulary 1 C o m p le te th e text w ith th e se w o r d s fro m th e article. ad m it avoid ignore in tro d u c e invest im prove respond

A recruitm ent firm gives this advice to n ew workers:

It is im p o rtan t to ' tim e in y o u r relationships with others at work Get to know the people w ho w ork n e a r you: _ yourself to them an d tell them som ething a b o u t yourself If people ask for your help, always ^ positively D on’t * _ em ails or phone calls just because you are busy If you m ake a m istake, it is better to ' it an d then apologise W hen things go w rong, stay calm and _ shouting a n d using bad language R em em ber, good m anners help to

^ your w orking e n v iro n m e n t, a n d you will find you can enjoy your w ork more.

L ook a t th e fo llo w in g g ro u p s o f w o r d s W h ic h w o rd d o es n o t b e lo n g in e a c h gro u p ?

1 rude, stuffy, b ad-m annered, im p o lite 2 courtesy, politeness, etiquette, im p act 3 com m unicate, answ er, reply, re sp o n d 4 regularly, com m only, rarely, often

D A d d th e fo llo w in g p re fix es to th e ad jec tiv e s b elo w to m a k e w o rd s w ith th e o p p o s ite m e a n in g U se a d ic tio n a r y i f necessary. un*

1 formal 2 satisfied 3 honest m- dis- im -

0 Use w o rd s fr o m cxercise I to c o m p le te th e d efin itio n s.

Som eone w ho is bad-m an n ered is impolite

doesn’t tell the truth i s _ w ants to do things in a h u rry a n d finish quickly i s _

doesn’t like o th er people a n d d o e sn ’t w an t to talk is works slowly a n d doesn ’t d o th e ir jo b well i s _

doesn’t th in k a b o u t other p eo p le’s needs or wishes is isn’t happy w ith the way things h a p p e n e d is _ _ _ _ _

W riting D Y ou a re th e m a rk e tin g m a n a g e r f o r R o n o la , a c o m p a n y th a t p ro d u c e s electric bicycles Look a t th is d r a f t o f a n a d v e rtise m e n t.

F in d a n d co rrec t te n m istakes.

^ hour knew electric bikes - their grate!

They are cheep too run and lots off fun!

El Y our c o m p a n y p la n s to ru n th e a d v e r tis e m e n t in N e w W ave, a se rio u s m a g a z in e a im e d a t y o u n g p ro fe s s io n a ls T h e m a g a z in e o fte n h a s a rtic le s a b o u t sav in g en erg y a n d ‘g re e n ’ issues D o y o u t h i n k th e style o f the a d v e rtise m e n t w ill w o r k in th e m a g a z in e ? H o w c o u ld it b e im p ro v e d ?

W rite a m e m o (60-80 w o rd s ) fro m th e m a r k e tin g m a n a g e r to L ouis D ocker, th e e d ito ria l a s s is ta n t re s p o n s ib le fo r p ro d u c in g th e a d v e rtise m e n t.

- Say if you think that the style o f the advertisem ent will w ork in the m agazine (give reasons why / why not).

- Suggest changes that could m ake the adv ertisem en t b etter (do not m en tio n the language mistakes corrected in exercise 1).

- Ask Louis to send you a copy o f the ad v ertisem en t after the changes have been made.

Language check Offers and requests

D T ick th e m o s t in f o r m a l e x p r e s s io n in e a c h g ro u p b elo w

Q T ick th e re s p o n se s t h a t m e a n ‘n o ’ W h a t w o r d s d o w e so m e tim e s u se to a v o id s a y in g ‘no*?

Let me carry your bags for you

Dp you want some sugar?

I could make a copy for you.

Requests ' Can you phone me tomorrow?

Could I have some water, please?

Would you please check the figures?

Could you give me some directions, please?

Th an ks - that’s very kind of you

T han ks, but 1 don't realty need one

It’s a bit difficult I'm very busy Y e s, of course

Tm sorry 1 don’t know this place very well

Practice 1 C h o o se th e m o s t a p p r o p r i a te w o r d s i n ita lic s.

I Can I / J w a n f to see the photos?

7 Do y o u w a n t th a t I / C an i help you w ith your bags?

3 C ould I / Let m e b orrow your m ag azin e to read?

4 C ould y o u / W o u ld y o u like to sit dow n?

5 W ould I / C ould I have som e m o re m ilk, please?

6 You could / C o u ld y o u o p en the d o o r for meằ please?

7 C an y o u / Please give m e y o u r p h o n e num ber?

Listening 3 R ising in to n a tio n ^ is m o r e p o lite f o r re q u e sts a n d oflfers F a llin g i n t o n a t i o n 'X s o u n d s lik e a n o rd e r L isten to six e x a m p le s D e cid e if e a c h o n e is a re q u e s t (R) o r a n o r d e r (O),

Practice 2 H o w c o u ld y o u re fu se th e se o ffe rs a n d re q u e sts p o lite ly , w ith o u t u s in g th e w o rd ‘no"? D iscu ss y o u r id e a s w ith a p a r tn e r.

1 C an I phone you at 10 o’clock tonight?

2 W ould you like to try som e o f o u r English beer?

3 C ould you give m e your re p o rt today, please?

4 Let m e show you a ro u n d o u r factory.

5 C ould you tell m e ab o u t the history o f yo u r tow n?

6 Do you w ant a lift to th e airport?

Speaking D W o r k in p a irs Y ou a r e g o in g to a s k e a c h o t h e r fo r h e lp S tu d e n t

Q R o le-p lay s im il a r s itu a tio n s w ith y o u r p a r tn e r.

D w h i c h o f th ese w o rd s d esc rib e a facility, a n d w h ic h d e sc rib e p a r t o f in fra s tru ttu re ? C o m p le te th e table.

^cht5oT sw im m ing pool road pow er supply golf course airport restaurant basketball court

F a c ility In fra s tru c tu re

Glossary business-process outsourcing when one company uses another company to do administrative work wMte-coUar work work in an office, not a factory

The place to be

In the global m a rk e t fo r w hite-collar w ork, India rules suprem e But others are lin in g u p

M ost Americans or Britons would find it difficult to nam e their best national call centres or top providers of IT services In India, the people who run the call centres are like rock stare, endlessly featured in the media.

India’s IT industry is growing at an incredible rate Last year the industry achieved sales of $16 billion

The big firms are hiring about 1,000 graduates a m onth straight fron

The sales of Infbsys alone, one of the top providers o f IT services, have grown rapidly in the last five years

The firm claims to run the biggest corporate training facility in the world, with 4,000 students at a time and three courses a year The company's chairman, Narayana Murthy, says Infbsys is going to expand further The headquarters of Infosys in Bangalore has facilities that include open-air restaurants, an amphitheatre, basketball courts, a swimming pool and even a golf course.

India's BPO (business-process outsourcing) industry is younger and smaller, but growing even faster Last year its sales were $3.6 billion; by 2008 they are expected to reach $21 billion or even $24 billion About 70% of the BPO industry's revenue comes from call centres; 20% fi-om high-volume, low-value data work, such as transcribing health-insurance claims; and the remaining 10% fi-om higher-value information work, such as dealing with insurance claims.

For the moment, India accounts for about 80% of the low-cost offshore market In the long run, however, it is sure to face hotter competition, especially from China and Russia When it does, the quality of its infrastructure will become crucial The most important thing to improve is India's airports, says Mr Murthy of Infbsys: ‘The moment of truth comes when foreigners land in India They need to feel comfortable’

After airports, Mr Murthy lists better hotels, roads, schools and power supply, in that order.

Dilemma; A workplace bully

Elizabeth works for a com puter company At first, she liked the job and believed that she could do it well But now she has a problem : her team leader, Valma, is a bully Valma seems to dislike Elizabeth She always finds problems with her work If Elizabeth makes a small mistake, she shouts at her in front of her colleagues: ‘What’s wrong with you? Are you stupid?’ She doesn't talk to the other team members in this way She gives Elizabeth all the most boring and difficult tasks to do Elizabeth wants to go on a training course She wants to specialise and be able to do m ore interesting work But Valma always finds a reason to stop her

She tells her she has no ability Elizabeth feels tired and stressed She is starting to believe that she really is stupid What should Elizabeth do?

• talk to her colleagues about it

•* report the bullying to a senior manager in the com pany

Dedsion

Language check

C o m p le te th e s e n te n c e s w ith th e correct f o r m o f th e p re s e n t s im p le o r c o n tin u o u s ,

1 M ark is a m arket research assistant: he (a n a ly se ) m arket data.

2 Today is a h o lid ay a n d M ark isn’t in the office He (p la y ) football.

3 M ark (p la y ) _ football twice a week.

4 C urrently, M ark a n d his colleagues (work) on a special project.

5 They (conduct) ' m arket research for a n ew sports m agazine called Goal!

7 Goal? h as a pro b lem at the m om ent: Not m an y peo p le (b u y ) the m agazine,

8 M ark th in k s th at this is because m en (not r e a d ) m agazines very often. so m e / a n y / a / m uch / m any / a lot of

C o m p le te th e tex t w ith th e b e s t o p tio n a- a currency h co m p en sa tio n c career

C o m p le te th e d ia lo g u e w ith th e fo llo w in g w o rd s a n d p h ra s e s free I can't m ake see you Let’s say I’m afraid not C an we m eet I’d like to arrange

A I’m going to be in Riga next week an d ' a m eeting w ith you an d Jurga, if th a t’s possible.

B OK It w ould b e good to meet you w hile you’re here ^ on Friday?

A ' I’m only in Riga from M onday to T hursday But I’m

* on Tuesday and W ednesday W hat ab o u t you?

B ’ W ednesday m orning, b u t the aftern o o n is good for both o f us C^n you com e to the office?

A Yes, th a t’s fine I’l l ' on W ednesday at 2 o’clock, then.

C h o o se th e c o rre c t w o rd s in ita lic s

1 You d o n ’t have to stay in a jo b th a t you d o n ’t like; it m ay m a k e sure f be better to look for a new job.

2 But first, it’s im p o rta n t / w e to decide w hat you really w a n t to do.

3 It’s a good / a best idea to make a list o f your strengths, skills a n d interests.

■% A nd d o n ’t re m e m b er to /fo r g e t to add a list o f w hat you like a n d dislike about your present job.

5 Then m ake sure / essential th at you look for o p p o rtu n itie s th at m atch your abilities an d interests.

C o m p le te th e d ia lo g u e w ith th e fo llo w in g w o r d s a n d p h ra s e s we could w hy I th in k we should I’m not sure a good idea how ab o u t A So how should we en tertain o u r visitors? i B A restaurant?

! I’m sure they’d like to try som e local dishes.

And m aybe they like m u sic Perhaps ' take th em to a concert.

’ about that We d o n ’t know w hat k in d o f m usic they lik e

Well, ' _ n o t show them aro u n d the city? There are lots o f attractions.

I like that! ‘ show them ro u n d the city an d then go for dinner. i l ^ *

Make it cheaper and cheaper

Present perfect

Career skills: Describing a graph

Dilemma: Stock market challenge

Pushil PH ces

D w h a t k in d s o f p ro d u c ts a n d services a r e in c re a s in g in p ric e at th e m o m e n t? W h a t th in g s a re g ettin g c h e a p e i?

□ Look a t th e g r a p h a n d c o m p le te e a c h se n te n c e w ith a d iffe re n t ite m fro m th e key.

) Spending o n - increased u p to 1991 an d then fell sharply.

■5 Spending on rose by nearly 20 per c e n t

Speaking H o w im p o r t a n t is p ric e to yo u ? W h e n y o u w a n t to b u y s o m e th in g , w h ic h d o y o u do?

Make sure you get good value for m oney? b Spend tim e looking for the lowest possible price? c Not worry about price, just buy w hat you w ant?

Reading Q R ead th e a rtic le o n th e o p p o s ite p ag e a n d m a tc h th e h e a d in g s w ith th e p a r a g r a p h s a - d

\ Big superm arkets are m ore efficient 2 Drinks com e cheap er in large cans 5 Technology im proves food produ ctio n 4 Superm arkets force producers to cut costs a R ead th e a rtic le a g a in Are th e s ta te m e n ts tru e o r false?

1 It costs less to p roduce large q u an tities o f food th a n ever before.

2 Big superm arkets can offer food at lower prices because they can buy in large quantities.

3 Some food producers have reduccd their range o f products.

■1 To m eet superm arket dem ands, C adbury em ploys m ore workers than before.

5 Shoppers will buy larger q u an tities w hen there is a special price.

6 For the food com panies, larger po rtio n s are n o t m uch m ore expensive to produce.

7 The w riter thinks com panies w ill be h a p p y to reduce the sizes of portions.

M ake it cheaper and cheaper

Vocabulary 3 Verbs that take an object

Look a t th e ex a m p le s. verb + object I The c o m p a n y has d c c i d e d n o t t o raise salaries tliis year.

I The superm arket ra ise d the pricc o f milk, verb - no object ► Costs are rising all the time. i The price o f m ilk rose last m onth.

W h ic h o f th e v erb s in V o c a b u la ry 2 tak e a n o b ject, like 1 above?

Vocabulary 4 C h o o se th e co rrect v e rb s in ifnh’cs.

Earn less, spend more?

G row th slows, b u t co n su m ers still sp en d in g

C o n s u m e r sp e n d in g in th e US ' ro se / raised last year, n ia in ly b ecau se th e oil c o m p a n ies ' pusHeii u p ( ro se the

The Economist price o f oil to th e highest level for several years H ig h er oi! prices m ea n t th at s p e n d in g o n p etro l for cars, as well as h o m e h eatin g , * r a is e d / increased

H ow ever, salaries d id n o t * p u t u p / go u p to m atch the rise in sp en d in g M any co m p a n ies ’ cut / / e l l jo b s at th e start o f th e year in o rd e r to * rerfuce / rocket th eir costs These c o m p a n ie s are still not ' increô5m g / risin g th eir virt)rkforce

E conom ic grow th re m a in s slow a n d c u rren t tren d s seem set to c o n tin u e ■

1 Reduce costs by one per cent.

2 Increase the volume of sales by one per cent.

3 Increase all its prices by one per cent.

T h e c o s t p l u s n i c t h o f i o f p r i c i n g : 'Y o u c ilc iiL ttc w h a i it co.^ts ro ;in Ite m ¿in d t h e n y o u a c id ( l i e _ _ v o u d lik e to h n v e '

Y o u s h o u l d n ’t d e v e l o p a p r o d u c t a n d t h e n s a v : 'O K n o w let's i.aguauc chick Present perfect

H a s t h e p r i c e o f s o ft d r i n k s f a l l e n r e c e n tly ? T h e p r ic e o f e n e r g y r o s e b y 1*^ p e r c e n t la s t y e a r , b u t it h a s n ’t r i s e n in t h e la s t !2 j n o n t h s

W e u s e fh e p r e s e n t p c r f c c t / rh c p a s t s in i.p le to ta lk a b o u t t h in g s t h a t h a p p e n e d a t a s p e c if ic t i m e in t h e p a s t.

W e u s e th e p r e s e n t p e r f e c t / th e s im p le to ta lk a b o u t r e c e n t e v e n ts a n d e v e n t s t h a t a ffe c t t h e p r e s e n t s i t u a t i o n

□ W h ic h o f th e fo llo w in g tim e e x p re s s io n s d o w e u s u a lly use with th e p re s e n t perfect? in the last three m o n th s last year recently in recent years six m onths ago in 1999

D T ick th e correct se n te n c e s a n d c h a n g e th e in c o rre c t o n e s.

I Two years ago, we have seen big increases in th e p rice o f oil.

1 The price fell in the last two days a n d it is n ow 5 p er cent low er than before.

3 O ur com petitors reduced their prices in January.

4- We d id n ’t raise o u r prices in recent weeks: they are still at th e same level as they were two m o n th s ago.

3 Have you reviewed your prices recently?

6 We have reviewed o u r prices in M arch.

D L ook a t th e c h a rt a n d c o m p le te th e tex t w ith th e p re s e n t perfect fo rm s o f th e fo llo w in g verbs U se e a c h v e r b o n c e o n ly be d ouble d ro p fall rise grow

Iipin Wnv ftuhMViw UO: JNw* M tjttM laMk orxc:

^ Worid trends in j house prices

Property b going up, but not everywhere

In the Utsi 10 years, house prices in many countries ' h^ve grown gtster than ever before In Ireland, house prices

* by more than 250 per ce n t In Australia, the rsferherbnds and Spain, priccs ' _ However, in Germany and Japan, priccs

After huge increases during the 19808, they * every year in ihe last 12 years.

Speaking W ith a p a r tn e r , d iscu ss th e p rice s o f th e ite m s b e lo w H ave th ese p rice s in c re a se d , d e c re a se d o r sta y e d a t th e s a m e level in y o u r c o u n try in re c e n t m o n th s ? petrol new spapers coffee houses an d flats bus / train fares shares (stock m arket average)

People at work often have to describe graphs, figures and diagrams that show, for example, changes in price, sales or other data The following phrases are useful for describing graphs Match them with the graphs below and complete the missing numbers or dates increased from 95 to fell to a low point in remained steady at _ reached a peak o f fluctuated between _ and 40

I Company first six months of year

Jir* F*b Hjf Apr May Jur

I Chôr> 9 cs in of during Ust year

I Average cost of travel, to five years

L istening 2 0 D iis te n to d e sc rip tio n s o f th e five g ra p h s a n d ch eck y o u r an sw e rs.

Q Listen a g a in a n d c o m p le te th e titles o f th e g raphs.

Speaking Q W o rk w ith a p a rtn e r T ak e tu rn s to d e sc rib e e^ch o f th e a b o v e g ra p h s S tart b y say in g w h a t ea c h g ra p h sh o w s.

O You a re going to d e sc rib e a g ra p h to y o u r p a rtn e r S tu d e n t A tu r n to p ag e 139 S tu d e n t B tu r n to p a g e 143.

Culture a t work How much explanation?

In som e cultures, people like to use a lot o f detail to present inform ation

They think it is im portant to explain exactly w hat fiacts and figures m ean In other cultures, people th in k that only a little explanation is needed to help the audience understand How m uch explanation do people in your country include in presentations?

You are members of an investment group On January 1st you invested

€30,000 in shares in EU Airlines Corporation (EUA), a European airline

The share price is €1.50 an d you own 20,000 shares You also have

€50,000 which you could use to buy more shares Your task is to make as much money as you can from your investments over a year.

Guide to m aking monuy on the stock exchang

Unit 11 Insurance

Passives

PAGE 98 www.lon5m an -elt.co m w w w econom ist.com

Career skills: Expressing arguments

OUemma: A fair decision?

Honesty is the best policy

Vocabulary 1 Problems

Complete the insurance claim s below w ith the follow ing words, injured damaged destroyed lost stolen

T here was a n accident in the factory a n d tw o people were ' We would like to claim for their medical expenses.*

‘There was a bad storm last night a n d our ro o f was ^ to claim the cost o f repairing i t ’

‘r d like to claim for the theft o f m y car It w as hom e during the n ig h t’

*When I was on holiday last week, I * from outside my m y wallet on the beach.

I looked everywhere b u t couldn’t find it It had €1,000 insidef

*WeVe had a ftre in the com puter room All the eq u ip m en t is completely

’ We need to replace it as soon as possible.’

Listening 1 0 D Irene Foster, a n u n d e r w rite r a t th e in s u ra n c e c o m p a n y , G reen

Shield, e x p la in s h o w a n in su ra n c e c o m p a n y is stru ctu red Listen to p a r t o n e a n d m a tc h th e j o b activities a - f w ith th e p e o p le w h o p e rfo rm th e m 1-3. a Take care of general adm inistration, b H andle online and telephone applications and claims. c Agree to accept a risk or not d Manage staff. c Deal w ith the m ajority of applications and claims, f Take decisions on special cases.

1 m anager 2 clerical staff 3 underw riters

0 Listen to p a r t tw o a n d a n s w e r th e q u e stio n s.

! What example does Irene give o f a ‘high risk’ case? Com plete the sentence: V ^ e n som eone has m a d e _ claims or more in

What exam ple does Irene give o f a case where the com pany may ‘review the situation’?

What special term s does the com pany som etim es offer in cases o f high risk? C om plete the sentence: We may quote a _ prem ium or offer only lim it e d _ _

M atch th e w o rd s 1-^ w ith th e m e a n in g s a - f a request to your insurance com pany to pay for dam age or loss the am o u n t you pay for insurance during a particular period the conditions o f an agreem ent or contract tell a custom er how m uch som ething will cost m anaging or organising the work of a com pany a part, or section, o f a com pany w here people do a particular km d o f work. claim prem ium quote terms

Vocabulary 3 Insurance fraud

M a n y p e o p le m a k e fra u d u le n t c la im s o n th e ir in su ran c e W hich o f th e fo llo w in g a c tio n s c a n b e d e sc rib e d a s frau d ?

1 Being honest about the value o f your financial losses.

2 Making a dishonest claim for an injury you d o n ’t have.

3 Lying about how much cash was in the wallet you lost.

4 Telling the truth about the cost o f a car that was stolen.

5 Claiming th at the repair cost was m ore expensive than it really was.

6 Making a legitimate claim for item s destroyed by fire.

3 H o w m u c h h a s H ig h w a y I n s u r a n c e s a v e d a s a r e s u l t o f u s i n g th is te c h n o lo g y ?

B T f a f r a u d u l e n t p o li c y h o l d e r d e c id e s t o o p t o u t , w e a r e h a p p y t h a t t h e i r c la i m j u s t g o e s a w a y ,’ s a y s L a w r e n c e c: ‘N o w w e a r e a b le to p a s s th e s e s a v i n g s a l o n g t o o u r g e n u i n e c u s to m e r s ’

D W ith VRA, th e c o m p a n y is n o w a b le to i d e n t i f y t h a t n e a r ly o n e in fiv e a u t o th e f t c la im s a r e f r a u d u l e n t

E B ut m o s t o f t e n , n o o n e ’s g o in g to f m d o u t i f a n a v e r a g e c o n s u m e r s t r e tc h e s th e t r u t h a b it.

IN SU RAN CE FRAUD co sts A m ericans $80 billion a year - $950 per fam ily T h is is not ju st tKJcausc o f large-scale fraud - everyday consum ers also co n trib u te to the loss by m aking d ishonest claim s.

' A new lie d ctccto r telephone technology may change that T he L ayered Voice A nalyzer (LVA) m easures m icro trem ors in the voice to determ ine the em otional state o f speakers. i

VKA in their fraud detection program s

M ichael Law rencc, m arketing and spccial projects m anager with the com pany, reports that only 5 per cent o f claim s for auto theft w ere tho u g h t to be fraudulent before using the system

A sim ilar system , the Voice R isk A n alyzer (V R A ), is already in u se in the UK and has helped UK co m p an ies to m ake savings H ighw ay Insurance is a U K -based auto underw riter that uses the

‘The analysis lakes place in o u r first stage o f screen in g ,’ says L aw rence The process begins when a p olicyholder reports a claim to the co m p an y ’s autom ated telephone system T h e system inform s policyholders that th eir calls may be m onitored for fraud-prevention and detection purposes If the voice analysis readings show a claim to be su sp icio u s, the p olicyhokler is infonned that fu rth er investigation is required A live telep h o n e interview is then arranged V R A readings show that 38 per cen t o f claim s relating to iheft are high risk, and 18 per cent are eventually found to be fraudulent.

If p o licy h o ld ers w ithdraw their claim d u rin g the investigation process, the co m p an y w ill lake no action.

A s a result o f few er claim s and m ore accu rate identification o f fraud

H ighw ay Insurance has saved m ore than £3 m illion ‘ B efore we started using this technology, w c d id n ’t know how much frau d u len t claim s cost us, because we d id n ’t know w hich claim s were fra u d u le n t,’ ex p lain s Ijiw rence.

Glossary stre tc h th e tru th make something seem more important or bigger than it really is trem ors shaking voice that you can't control em o tio nai s ta te the way someone feels (e.g worried, afraid, confident) su sp icio u s possibly dishonest or fraudulent

V o c a b u la ry 4 C h o o se th e b e st w o r d a - c to c o m p le te th e sen te n c e s.

The com pany fraudulent, a screens

Calls a r e - controlled all claim s to see w hich o nes could be c determ ines h detects c using the Voice Risk A nalyzer b m a in ta in e d c

5 If any calls are suspicious, the c o m p a n y

\ The VRA system helps t o fraud. a pro h ib it b prevent

3 People o f t e n - — m onitored , them c investigates c protect frau d u len t claim s w hen they hear that the com pany will investigate them

Cl contribute b w ith d raw identify

Identifying fra u d u le n t claim s has helped the co m p an y t o money. a raise b sp en d c save

Speaking Honesty quiz w h i c h o f th e se d is h o n e s t a c tio n s is m o s t serio u s? P u t th e m in o rd e r ir o m th e m o s t to th e le a st se rio u s.

1 Your neighbour ordered som e pizza b u t it is delivered to your address by mistake You eat the pizza a n d say n o th in g to your neighbour.

2 You spend €15 on som e sh o p p in g for a friend You tell your friend that you spent €20.

3 A shop assistant gives you change for €50 w hen you only gave a €20 note You say nothing.

4 You find a €100 note in the changing room at the sw im m ing pool You keep it.

5 You o rd er 12 bottles o f w ine from an o n lin e distrib u to r The com pany sends you 24 bottles by m istake You d o n ’t tell th em ab o u t the mistake.

(> You claim €750 on y our in su ran ce policy for personal things stolen from your ap artm en t The real value was only €200.

Look a t th e e x a m p le s o f ac tiv e a n d p a ssiv e sen ten ces C h o o se the b e st a lte rn a tiv e s in ita lic s in th e ru le s b elo w

Active: The policyholder re p o rts a claim Passive:

- A claim is re p o rted by the policyholder.

* If the claim is suspicious, the policyholder is in fo rm e d and a live telephone interview is a r r a n g e d

- Eighteen per cent o f claim s a re fo u n d to be fraudulent.

- Your claim is b ein g c o n sid e re d a n d a decision will be taken shortly.

“ Three houses w ere d estro y ed by the storm

1 The passive is form ed by using the correct tense o f the verb to be / to hove w ith the past participle o f the verb (e.g./ourui, stolen).

2 We m ore com m only use the active / ^iossive form o f the verb w hen it is im portant to say w ho perform ed the action, o r w hat was responsible for the event.

3 The active / passive form o f the verb is usually used w hen we d o n ’t know w ho or w hat was responsible,

^ When passive sentences include in fo rm atio n ab o u t the agent (who or w hat was responsible for the action), we use hij / fo r w ith the agent.

Practice Q R ew rite th e se n te n c e s b e lo w u s in g th e c o rrc c t fo rm o f th e passive

O m it th e a g e n t if it is n ’t im p o r ta n t.

1 Howard Baines set up the co m p an y in 1978.

2 To begin w ith, Baines a n d his directors divided the com pany in to three departm ents.

3 Since then, they have restructured the co m p an y in to five departm ents.

1 A m anager heads each departm en t.

5 The com pany now em ploys 4,000 people.

6 They are build in g a new head office for 2,000 staff*.

7 They will com plete the new build in g next m onth.

O C o m p le te th e a rtic le w ith th e a p p r o p r i a te p a ssiv e fo rm o f th e v erbs in brackets.

Insurance companies see manual workers as high risk

L ow paid m an u al w o rk ers ( ‘ch arg e)

10 lo 2 0 p er cen t m ore for th eir m otor in su ran ce than h ig h -earn in g p rofessional p eo p le, a cc o rd in g to data from the A u to m o b ile A ssociation O ne m an ( 'q u o t e ) £713 fo r car insurance w h en he gav e his jo b as IT consultant B ut w hen the sam e person. with th e sam e c a r and ad d ress g av e his jo b a s fa c to ry w o rk e r, h e ( ‘o ffe r)

S o w hat are the best an d w o rst jo b s fo r car insurers? T h e h ig h est rales (^attract) b y h ig h -e a rn in g s p o rts n ^ n , b ecau sc they often d rive fasi, e x p e n s iv e c ars N ig h tc lu b s ta ff

( ' s e e ) as high risk because th ey park th e ir c a rs in areas o f high c rim e at nig h t A t th e o th er end o f the s c a le , th e lo w e s t p re m iu m s (''pay) by a c c o u n ta n ts T h ey(^believe) - - - to be carcful p e o p le w h o lak e few risks when driving.

In business, as in other areas of life, we often have to make difficult decisions The best way to decide is to look at all the arguments for and against and to see which is the strongest argument The following phrases are useful for putting forward arguments and responding.

□ □ f l Iren e, J a n e a n d M ike a r e th re e u n d e r w rite rs a t G r^ en S h ield In s u ra n c e C o m p a n y T h ey a re a rg u in g a b o u t a sp e c ia l case: a m a n w h o h a s a c r im in a l c o n v ic tio n fo r th e ft h a s a p p lie d fo r in s u ra n c e co v e r fo r h is h o u se S h o u ld th e c o m p a n y o ffer h im in su ra n c e ? Listen to th e d isc u ssio n H o w m a n y p e o p le a r e fo r o ffe rin g th e m a n in su ra n c e ?

□ Listen a g a in Tick th e p h ra s e s y o u h e a r in th e list above.

S p e a k in g D iscuss th e q u e s tio n s in p a irs P ractice p u ttin g a rg u m e n ts fo r a n d a g a in s t th e idea.

1 W hat do you think o f the case in Listening 2? Should the com pany insure the m a n ’s house?

2 Should insurance com panies covcr the m edical expenses o f people who sm oke a lot or drink a lot?

C u ltu re a t w o rk To interrupt or not?

W hat are m eetings like in your country? Does everyone try to speak at the sam e tim e? Or are there a lot o f silences? in som e cultures, people think it is a sign o f resp>ect to take tim e before responding to w hat others say In other cultures, people are uncom fortable ab o u t silence They norm ally respond im m ediately, or even in terru p t an o th er speaker to give their ow n idea.

Dilemma: A fair dedsion?

You are m embers o f the Financial Om budsm an Service ~ an in d ep en d en t organisation that helps to settle disagreements between com panies and their customers You have been asked to look at the following dispute between a car owner and an insurance com pany following the theft o f a car.

V"; Now listen to Carl Herring, a member o f the Financial O m budsm an Service explaining the decision of the Ombudsman.

Jane Buxton was at a restaurant in the city centre when her handbag was stolen Inside the bag were her house keys, car keys, wallet an d driving licence with her hom e address on it She reported the theft to the police an d to h er insurance company The police advised her to change the locks on her house But ten days later, her car was stolen from outside her house She m ade a claim on her motor insurance policy, but the com pany refused to settle the claim They told her she was at fault because she d id n ’t change the locks on her car after her handbag was stolen Jane thinks this is unfair and the company should settle her claim.

Work in two groups Group A, read the arguments for the insurance com pany's decision Group B, read Jane Buxton’s point o f view Group A turn to page 139 Group B turn to page 143.

Should the com pany settle the claim? Meet with two students from the other group and put forward the different arguments for and againsl D\%{m the argum ents from an objective point of view and try to find a satisfactory solution.

As the om budsm an, write a letter to the insurance com pany Tell them either that you support their decision not to settle the claim, or that you think it was an unfair decision and they should settle Explain your arguments.

WWW', longm an-cli com WWW econom ist,com

Conditional I

Career skills: Dealing with problems

Dilemma: Service not included

A complaint is

C ustom er satisfaction is an im portant p.nt of a company's sales strategy, so companies try to [)iovide good customer sennce That means offering high quality products and services,

•ins'.vpring queries, making it easy for customers to order and pay for goods, and delivering on time Companies also need to have a system for handling complaints, so th a t if they make a mistake or offer poor service, they can deal with the problem Most companies train their customer service staff to deal politely with customers.

Preview Complaining

Vocabulary 1 Feedback on service

C o m p le te th e c o m m e n ts to a h o lid a y travel c o m p a n y w ith the follo w in g w o rd s. apology dissatisfied friendly pleased useful mistake dirty rude poor wrong excellent

We had service fi'om first enquiries on the telephone to arrival at the resort Staff very a n d efficient. to V ery’ receive the receipt and confirm ation the day after booking.

We were very with the service at the hotel Our room was ’ _ and the hotel receptionist was

When I booked my holiday, your representative quoted me the ^ price.

I poin ted out the b u t she m ade

The holiday representative had good local knowledge and gave - inform ation.

( in the hotel restaurant was

Reading Q R ead th e artic le o n th e o p p o site pag e a n d cho o se th e sentence, a o r b, th a t b est d escrib es th e m a in p o in t. a Com panies that receive no com plaints offer the best service, b It’s good for com panies to receive complaints.

Q R ead the article a g a in A rt th e s ta te m e n ts tru e o r false?

1 Australians are correct when they say that the British complain too much.

2 The British aren’t very direct w hen they make com plaints.

5 Americans only com plain when there is a big problem.

4 British com panies d o n ’t spend m uch on service. s The Marriott Hotel G roup trains its staff to follow a fixed routine when handling com plaints.

6 C om plaining about bad service in Britain doesn't bring any results.

Glossary whinge complain (informal) pom (Aus) a person from Britain (informal) _ make a fuss become angry about something in a roundabout way not in a direct way phlegmatic always calm, not getting angry or excited

Getting better service

Conditional 1

Study th e follow ing exam ples C o m p lete th e rules below w ith pixseiit or fu tu re

If the customer d o esn ’t d e m a n d action, y o u ’ll have to suggest a solution.

If it’s a difficult person, you probably w o n ’t find a solution, if we m ake a mistake, w e’ll correct it.

If vve ask the customers for feedback, we can find out what they want

Most people will be satisfied if you apologise.

If you ca n ’t replace the product, will you give me a refund? in the first conditional, the verb following if is in t h e _ tense The verb in the other half of the sentence refers to t h e _ and is generally formed with will.

,t We use the first conditional to talk about t h e _ result o f a possible action or event.

Note: If the result is not certain, we use can or c o u li instead of will, meaning ‘It’s possible’.

For m ore inform ation, s e e p ag e 160

Low est prices g u aran teed ! a Look a t th e p a y m e n t te rm s b elo w W rite sentences lin k in g th e p o ssib le ac tio n s a n d ev en ts w ith th e fu tu re results Use c o n d itio n a l 1

Possible action o r event ■> F uture result You pay w ithin 10 days ^ you receive a discount

If you pay within 10 d ays, you will receive a d ie co u n t

Possible action o r event Future result

1 You pay by credit card > we add a charge of 2 per cent to your bill

2 We d o n ’t receive paym ent > we charge interest at 2.5 per cent a by the due date m onth

3 You request delivery w ithin •> there is an additional charge o f €20 24 hours

You decide not to keep the >- we refund your money in full product

0 C o m p le te th e extracts fro m c o m p a n y b ro c h u re s w ith th e p re sen t sim p le o r futu re fo rm o f th e v erb s in brackets.

If you ('find) th e sam e product at a lower price in a n o th e r store, w e (^refund) th e difference.

C ustom er service g u aran tee

dissatisfied in any way If you (^be) with th e quality of our service, we (“s e n d ) _ you a €15 voucher.

We (’deduct) _ th e price if you (^order) O ctober 31st.

If you (^cancel) _ less than four w eeks before th e d a te of departure, th e total cost of travel (®be) payable.

If you (R equire) _ fu rth e r inform ation ab o u t any of th e products fe atu red in this brochure, please call 040 900 900 and our sales staff (’° b e ) _ pleased to help you.

S peaking U W ork in p airs Look a t th e a lte rn a tiv e s below D escribe th e result o f tak in g each a c tio n

If I s t a y a t home, I’ll eave money

Go out with friends this evening or stay at hom e and study?

Buy a new mobile phone / coat / bag or keep the one I’ve got?

Buy a book online or in a booksht)p? look for a job abroad or work in my own country?

Q T h in k o f so m e real situ a tio n s w h e re y o u h av e to decid e betw een tw o o r m o re p o ssib le ac tio n s T alk a b o u t th e m w ith y o u r p a r tn e r u sin g i f , , r l l

When you have a problem, you have to look at all the possible options and find the best solution The following phrases are useful for discussing problems Match the five steps in problem-solving with the phrases a-e.

Step 1: Explain th e problem Step 2 : P re se nt t h e op tio ns

Step 3 : Consider th e result o f each o p tio n

S t e p 4: Choose t h e best so lu tio n Step 5: Promise action a I f y o u (do X), it will m e a n b ril a r r a n g e c I t's b e t t e r / b e s t i f I (do Y) d I've g o t a pro b lem e There are tw o possibilities: y o u could e ith e r (d o X) or y o u couid (do Y)

Listening 2 M agda Z aw adski p h o n e s S hane, the c u sto m e r service rep o f a UK su p p lier, a b o u t a p ro b le m w ith th e delivery o f so m e m a c h in e c o m p o n e n ts lis te n a n d a n sw e r th e questio n s. i What is Magda's problem?

; Wliat two options docs Shane present? i Which option does Magda choose an d why?

A What does Shane prom ise to do?

Speaking U W ork in pairs R ole-play th e p h o n e call b etw e en M agda a n d

0 Role p lay tw o situ a tio n s involving a s h o p m a n a g e r a n d a su p p lier.

Student A give Student B this in fo rm atio n S ituation 1; Shop m an ag er

Your shop sells fruit and vegetables You received some tomatoes this morning but they are damaf^ed and you can’t sell them Phone the supplier

Explain the problem, listen to the options and chcxjse the best solution ằ

S ituation 2: S upplier Your com pany supplies bread to stores You receive a phone call from a shop manager Listen to the customer and offer two possible options;

1 - offer to collect all the extra rolls.

2 - te!l the shop to sell what they can Refund the cost of any rolls that they d on’t sell

Listen to the shop manager’s decision and prom ise action.

S tu d e n t B tu rn to page 146.

Showing emotion

Review 4

C o m p le te th e text w ith th e p re s e n t p erfect f o r m o f th e fo llo w in g v e rb s (p o sitiv e o r n e g a tiv e ). be decide fall in tro d u ce rise see stay

The C h an n el T u n n el is an im pressive exam ple of m o d e rn technology, but it ‘ so successful as a financial venture Shareholders are u n h a p p y ab o u t the latest reports, w hich show th at th e n u m b e r o f cars using the tunnel ' _by 8 p er cent in the last twelve m onths The n u m b e r of trucks an d com m ercial v eh icle s’ at the sam e level, but the c o m p a n y ^ - an increase in its m arket share A irline traffic betw een London an d Paris ' _ because o f low cost airfares.

E u ro tu n n el’s d irectors ' not to review th e ir pricing strategy Instead, they ' a p ro g ram m e o f cost-cutting in the hope o f saving the com pany.

P a s s i v e s R ew rite th e s e n te n c e s in th e passive.

! We describe th e results o f this survey in our latest report.

? They call the new' m odel the ‘Robomat’.

They jrc building a ncv/ ufTici: hkxk in the city centrc.

A new ofTice i They will com plete the building next year.

S The co m p an y has developed a new drink.

The co m p an y raised salaries by 4 per cent last year.

/ The co m p an y offered a job to only one person

X The co m p an y m anufactures the T408 in Cằermany.

C o m p le te th e se n te n c e s w ith th e conrect fo rm o f th e v e rb s in b ra ck ets.

! If you have an accident, the insurance com pany (p a y ) the costs.

If you (not h a v e ) insurance, you will have to pay for the dam age yourself

You could m iss your plane if you (not hurry)

4 You (not lose) m oney if you invest in a strong com pany.

There will be an extra charge if the customer (not p a y ) on time.

The com pany (n e e d ) to recmit m ore staff if they set up the new oflRce.

O ur staff (le a rn ) to do a better job if we give them training.

If the quality (b e ) _ poor, our custom ers will com plain.

C h o o se th e c o rre c t fo rm o f th e w o rd o r p h ra s e in ita lic s.

Everyone thinks British food is the w orst in the w orld But it 'im p ro ved / has im proved a lot in recent years Britons \fo u n d / have fo u n d a new interest in food If you ’re a d / wnll read British new spapers, you w ill sec recipes a n d restaurant reviews New restaurants *is / are being advertised everywhere C ooking program m es 'sc h ed u le / are scheduled on TV every night an d kitchens ^becam e I have become bigger and better.

The biggest change that can 'see / be seen is in the q uality o f produce in shops Twenty years ago, there 'w'os / lux? been only on e kind of tom ato in superm arkets Now, if you / w ill visit a British superm arket, you can find 15 types of tom ato A sim ilar change '“has tooh / has taken place in other rich countries A nd in developing countries, it '‘koA' reported / has been reported that there is a lot m ore food available to the poor

But the wrong k in d o f food ’^was / is being consum ed too In som e countries, m ore than h alf the p o p u latio n is overweight Doctors w arn th at if people ’'w o n ’t / d o n ’t eat better, there ‘'a r e / w ill be m ore deaths from over-eating th an from sm oking.

D c h o o s e th e b e st o p tio n a - c to c o m p le te th e text.

John w ent skiing last w inter Me had an ' _ a n d fell 20 m etres dow n the m ou n tain He w asn’t ‘ , but his cam era was ^ _ The cost o f repairs was €200. on his travel insurance, He tried to * _ but the insurance com pany said that his ' d id n ’t cover dangerous sports.

2 a dam aged b unhealthy c injured n injured h dam aged (■ destroyed

Q C h o o se th e b e s t o p tio n a - c to c o m p le te th e text.

O nline shopping has increased dram atically in recent years as m ore an d m ore people use the internet to ’ travel tickets an d buy goods However, there can be problem s w hen buying online Some retailers have found it difficult to guarantee ' times: goods m ay arrive late or not at all Some custom ers becom e frustrated w hen they are unable to cancel an order or get a ' for goods they d o n ’t w ant C om panies that try to * spending on custom er service m ay find it difficult to ’ all the com plaints from

C h o o se th e c o rre c t p h ra s e to c o m p le te each se n te n c e d e sc rib in g th e g ra p h d ro p p e d from 6% to 4.5% fell to fluctuated rem ained steady reached a peak

From 1998 to 2000, the unem ploym ent rate _ _ betw een 4.0 a n d 43 per cent.

5 The level o f u n e m p lo y m e n t _ the next two years.

5 In,the second h a lf o f 2004, th e rate of i a book b require c com m and d

E x p re s s in g a rg u rm e n ts

A a n d B d iscu ss w h e th e r to h ire a big ro o m o r a s m a lle r ro o m fo r a p a r ty fo r cu sto m ers

T h ey d o n ’t k n o w h o w m a n y p e o p le w ill a tte n d M a tc h th e p h ra s e s w ith th e a rg u m e n ts a-e.

A My view is th at we should hire the big room, B O n the other h and,

A I understand your point, B Surely the m ain p o in t A That’s right.

;.t If the room is too sm all, our custom ers will , leave - an d that could cost us a lot! b but if a lot o f people come, we will need the space. c is to save costs w here wc can. because it’s better to have too m uch space than not enough. we might have to pay a lot o f m oney for space we d o n ’t need.

A n office w o rk e r (A) p h o n e s a te c h n ic ia n (B)

P ut th e d ia lo g u e in th e c o rre c t o rd e r.

B OK, but if we send som eone to you, you may have to w ait till this afternoon.

H Fine Then I’ll arrange for som eone to come to you.

A I’ve got a problem w ith my laptop - it isn’t working.

B Right Well there are two possibilities: we could send som eone to you to look at it, or you could bring it to us.

A I can ’t bring it to you very easily - it’s connected to other e q u ip m e n t at my desk.

W h ich o f th e fo llo w in g fa cto rs c a n h e lp to increase p ro d u c tiv ity for m a n u fa c tu re rs, a n d w h ic h c a n re d u c e productivity?

□ delays in delivery o f com ponents up-to-date technology effective quality control products that fail quality tests out-of-date technology

□ robots shortage of staff efficient suppliers good workers

Listening 1 O D Listen to P au l G a rd n e r, M a n a g in g D ire c to r o f a ch e m ic als c o m p a n y , A bsolute S olvents, ta lk in g a b o u t w h a t p ro d u c tiv ity m e a n s in h is b u sin ess Tick th e fa cto rs a b o v e th a t h e talks a b o u t W hich tw o factors h a v e h e lp e d to im p ro v e p ro d u c tiv ity a t A bsolute Solvents, a n d w h ic h tw o h a v e b e e n p ro b le m s?

\ Why is productivity an im p o rtan t concept in Paul’s business?

2 W hat factor does he say is ‘vital’?

3 What can happen if there’s a problem with the process?

4 What does Paul say is ‘the biggest problem ’?

5 W hat problem s can there be w ith people?

6 W hat does Paul say is ‘essential to high productivity*?

Speaking D o y o u th in k th e s a m e facto rs c o u ld h e lp to in crease p ro d u c tiv ity in th e c a r industry?

Reading Q R ead th e article o n th e o p p o s ite p ag e a n d d ecid e if th e follow ing sta te m e n ts a re tru e o r false.

1 Car m anufacturers can’t produce enough to meet custom er dem ands.

2 Models need to be updated m ore often.

3 Each car factory can only produce one model.

,S It takes too long to deliver finished cars to the customer.

7 M anufacturers could save m oney by building cars to order.

^ The car industry probably w on’t change m uch in the next few years.

Q A n u m b e r o f facto rs in cre ase m a n u fa c tu rin g costs a n d reduce profits W h ic h o f th e fo llo w in g a re m e n tio n e d in th e article?

1 developing a wide range of models 2 high labour costs

5 holding com ponents in stock 4 holding stocks o f finished goods 5 price discounts

Glossary over-capacity when an industry' is capable of producing more than it needs to _ segm ent a particular part of the market (e.g Luxury cars, sports utility vehicles) order-to-delivery cycle the usual time between the customer pLacing an order and receiving the product assem bly the process of putting the parts together to build a finished product

Revolution in the car industry

C a r fa cto rie s o f th e fu tu re w ill be s m a lle r a n d cle an e r, a n d n o t all owTied b y c a r c o m p a i\ie s b u sin ess

T hu car b u sin e ss hn*; n serio u s p ro b lem : it is p ro d u c in g too m an y cars This over-capacirv' is resulritiR in fierce co m p étitio n , ta c h tn an u fu ctu rer is c o m p e tin g in ever>’ seg m en t o f rhe m arket, w ith a huge ranine o f m odels to y ttract different consum ers A nd m odels are Irequently u p d a te d to keep interest fresh Ih is is m ak in g th e b u sin e ss com plex a n d expensive So how can c o m p a n ies cut costs a n d increase their p rofit mar^ims/

To offer so m an y different i-nodels, car co m p an ies need factories that are co m p letely flexible They need to switch q uickly from m ak in g o n e m o d el to a n o th e r to m eet c h an g in g d em an d s

H o n d a was first to d o this, organising its factories so th at any o n e o f them co u ld m ake an y m odel o f car They can sw itc h to a n e w m o d el o v ern ig h t, s im p ly by c h an g in g the s o f ^ a r e m the robots.

[>iiverv- IS an o th er issue rh¿it affects m argins Tor vcars, com panies have tried to cut the rime betw een a custom er placing an o rd er for a car a n d taking deliver)-, Manufuctiirers now of>eratc a Just-in-tim e p ro d u c tio n system The com punenfs fiir each car im ive ai pre cisely ihe right m o m en t w hen they are needed on the assem bly line Such p ro d u ctio n m etiiods have cut the cost of h o ld in g com fx^nents in stcnik, an d have fesulled in high p J o J u t tivity .Most m akers are n ew able to nssem bie a car in just lH-20 m an-hours.

But o n ce the car is fin ish ed , it usually stays in a d istrib u iio n centre fot 40 80 day's A shorter o rd er-to d eliv ery cycle w ould low er the costs o f hí)ld¡ng stock.s o f finished cars M oreover, most o f these vehicles need to be d isco u n ted to get people to buy ihem W ith big d iscounts on sale price, there is no guarantee o f profits even w h e n the factories are busy.

Ih e m apic answ er to all this could be

" b u ild to o rd e r” (RTO) in stead of fo llo w in g the sales d e p a r tm e n t’s forecasts, cars co u ld be quickly a sse m b le d to the c u sto m er's orders

N issan h as c alcu lated th ey could increase profit by as m uch as $3.600 a vehicle in this way.

But som e people m the industr\' p re d ic t th at the shape o f car m an u fa ctu rin g wiil change even m ore rad ically D n e view is th at to d a y s m an u factu rers will disappear In their place w ill be vehicle b ran d ow ners (i'l VTK!>s) They w'ill d o only the designm g en gineering a n d m arketing o f vchick";

Everylhing else, in cluding even final assem l'Jy, w'ill be d o n e by the parts suppliers,

Such changes to the w ay the industry is o rg a n is e d m ay be necessary if c o m p a n ies are to survive ■ tt'oniMiiUtriMf

S peaking W h at are the ad v antages a n d d isad v an ta g es o f BTO for the m an ufacturers? W ould y ou p re fer to choose a car from the ones th a t y o u r local dealer has in stock, o r to o rd e r a c a r w ith your choice o f co lo u r a n d features? W h a t features w o u ld y ou choose to have?

(e.g satellite navigation, a ir c o n d itio n in g , C D -player ?)

M atch the w o rd s 1-8 w ith th e m e a n in g s a -h

1 delay a change from one thing to another 2 dem and b a set o f sim ilar products m ade by a particular

4 model c a situation w here som ething is late 5 range d a prediction about a future situation 6 stock e people’s need or wish to buy particular goods 7 switch f make som ething m ore m odern, using the latest

8 update technology g a type or design o f car or m achine h a supply o f item s that a com pany keeps to use when it needs them

V o c a b u la r y 2 Just-in-time production

Study the d ia g ra m a n d c o m p le te th e la b e ls, 1-5, w ith these w ords, assembly com ponents finished goods order supplier.

Manufacturers supplies electronically according to need. are taken to the assembly- line at the moment they are needed.

C om plete the tab les

9 _ delivers parts to the manufacturer several times a day. of parts to build the finished product. wait for delivery to the customer.

C o m p le te th e text w ith w o rd s fro m V o c a b u la ry sectio n s 1 3

M anufacturing businesses hold stocks o f to be used in the assembly process If a ^ _ fails to deliver parts on time, the com pany can use its stocks to avoid a ' - in production.

Com panies also hold stocks o f _ that are waiting to be sold.

Without these, the com pany could lose sales if custom er _ unexpectedly increases But holding '■ _ costs money so that’s why co m p an ie s' _ the m ininaum quantity for their needs, and arrange

L isten in g 2 G avin Floyd is P ro d u ctio n Im p ro v e m e n t M a n a g e r a t a c o m p a n y th a t m a n u fa c tu re s inks fo r p rin tin g Listen to h im talking a b o u t his w o rk a n d a n sw e r th e questio n s.

1 What is Gavin's m ain job?

2 What do com panies use Six Sigma for?

3 What can a Six Sigma analysis show?

4 What three types o f waste does Six Siyma help to reduce?

/ 1 S tudy th e exam ples W h ich o n e c o n ta in s a n adjective? W h a t is th e d ifference betw een a n adjective a n d a n a d v e rb ? W h ich adverbs describ e h o w you d o so m e th in g , a n d w h ic h d esc rib e k ow often?

Over-capacity in the car industry is resulting in fierce com petition

Cars can be assembled quickly to custom ers’ orders.

H onda can switch production easily between models.

Cars usually stay in distribution centres for som e time.

Supplies arc ordered electronically, by com puter.

Everyone is working hard to finish the project on time.

Our staiT Work well as a team.

1 W e u s u a lly f o r m a d v e r b s b y a d d i n g th e s e tw o le tte r s to th e a d je c tiv e :

2 When the adjective ends in -ij, wc form the adverb with , _ 3 When the adjective ends in -ic, we form the adverb with

4 Good, hard and/cist are adjectives Their adverb forms are irregular

3 C hoose the correct a n s w e r fo r each q u e stio n

1 V ^e rc do we usually place adverbs that describe how? m fro n t o f the m a in verb / at the end o f the sentence 2 Where do we usually place adverbs that describe How often? iji fr o n t o f ike m a in verb / at the end o f the sentence

For m ore inform ation, s e e p ag e 161

Fr,íctico a C o m p le te th e text w ith a d v e rb s fo rm e d fro m th e se adjectives. iniiial necessary regular effie ent sm ooth careful easy successful

M anagem ent at D artington Crystal, a glass-producing com pany, decided to try an experim ent to see if their workers could learn to work m ore

' efficiifntLv M any o f th eir sta ffs work a 50-hour week, b u t for the experim ent, (hey agreed to keep to 40 hours, , everyone was very optim istic, but they fo u n d that they co u ld n ’t change their habits

‘ _ They received train in g from a consultant w ho helped them to plan each day’s work ' a n d to deal with the m ost im p o rtan t tasks first After a few problem s, the experim ent ended * : everyone worked shorter hours an d the business continued to run ^ .

'W orking longer hours do esn ’t * _ im prove productivity,’ the Managing Director said.

0 P u t th e a d v e rb in th e c o rre c t p o s itio n a , b o r c in ea ch sentence.

1 We use software a to u p d a te b the inform ation c (automatically)

7 Employees a have to b w ork c at night (sometimes) 3 All our sales staff a speak b English c (well)

I We a send b orders c to suppliers every few hours (usually) 5 W hen we receive an order, we a have to b respond c (fast) 6 We check to m ake sure that everything a is b working c (efficiently)

C o rrect th e m ista k e s in th e checklist T h ere is o n e m ista k e in e a c h sentence.

1 plan exact w hat I have to d o each day.

—^ I plan exactly w hat I have to do each day. n n YOU work efficiently? tfj I don't waste time ctoing things that aren't necessariiy.

Q I deal with Importantly tasks tmmediatefy.

Q I fill my time constructive Q I skim read texts quick before I decide to read them tn detail, a Wy work area is always tkJity. g I share usefully tdeas with frierxte or colleagues.

B I regular review my way of working.

B 1 try to find more efficiently ways of doing things.

Q 1 only work a certainly number of hours every day.

Speaking W o rk in p a irs D iscuss th e ch e ck list ab o v e Tell y o u r p a r tn e r w h a t y o u u su a lly d o in o r d e r to h t m o r e efficient in y o u r stu d ie s o r in a n y j o b y o u d o W h a t e lse c o u ld y o u d o to im p ro v e y o u r efficiency?

There are many w ork situ a tio n s where there is a tim e lim it In more form al m eetings, i t is usually the leader who makes sure th a t th e m e e tin g fin ish e s on tim e In in fo rm a l m eetings or team a c tiv itie s , any member o f th e group may rem ind the others a b out tim e

The fo llo w in g expressions are useful fo r m anaging tim e : a W e don't have m u c h time e Couid w e quickly talk a b o u t ? b W e m u s t finish by 11 o'clock f Ca/i y o u please keep it short? c We're rur\r)ir\q out of time g OK - it's time to fir^ish d W e ne e d to b e quick

L iste n in g 3 O Listen to th re e ex tra cts fro m a m e e tin g , o n e firom th e sta rt, o n e fro m th e m id d le a n d o n e fro m th e e n d o f th e m e e tin g W rite sta rt, m id d le , e n d b elo w

0 Listen a g a in a n d tick th e p h ra s e s th a t y o u h e a r.

S p e a k in g W o rk in g ro u p s o f 4-6 Y our g ro u p h a s re g u la r m e e tin g s w h e re tim e is o fte n w a ste d b e c a u s e e v e ry o n e ta lk s to o m u c h D iscu ss h o w to m a k e y o u r m e e tin g s m o r e efficien t T ry to ag re e o n five d iffe re n t id eas Y our te a c h e r w ill give y o u a tim e lim it fo r th is d isc u ssio n

C u ltu re a t w o rk Managing time w h e n preparing m eetings or organising your work, d o you p repare a schedule an d keep strictly to it? O r do you th in k it is better n o t to worry ab o u t a schedule, just use as m uch tim e as you need? Some cultures th in k o f tim e as a precious resource that m ust be m anaged efficiently a n d not w asted O thers have a m ore flexible view o f time W hich culture d o you belong to?

ecision

Unit 14 Creativity

w w w lo n ^ m an -eU co m w vvw econom tst.com

A different perspective

Conditional 2

Career skills: Finding creative solutions

Dilemma: Gold rush

brilliant

We say that people are creative ^ when they have new ideas that \ ằ / / challen g e the trid it io n a l ways of | thinking Creative people have in n o vative ideas for new products, i ' ' ^ \ ! and find im ag in ative ways to sell v S ‘ V ' _ But creativity is important in every ^ , - field of business because creative \

, th in k in g helps to solve problems.

I f you try to look at a problem from f y ằ ' ' ! y' a different perspective, it may help you to find a rad ical solution '^ jn' / '■ o.v V " V

D In sm all groups, study the tw o pro b lem s below W h at do you think the solutions were?

Aquavision - aqtiarium m anufacturer Aquavision makes aquariums for the corporate market It delivers the glass tank, equipm ent and fish, and installs the aquarium on site It had a problem: the glass was often broken during transpon "nils cost the company a lot of money and caused delays for customers The staff discussed several solutions

Coutd they find a new material instead of glass for the tanks?

Could they improve the packaging? But none of these ideas gave them a satisfactory solution to the problem What did they do?

Kinko’s is a chain of shops offering photocopying facilities, including colour copying Their problem was that business dropped significantly every December

This was because people were too busy prepanng for Christmas to do much photocopying What did they do to increase revenue at this time?

Q T urn to page 146 a n d read the solutions-

D Read the article o n the opposite page W hat does the w riter say we should do if w e w a n t to b e b rillia n t thinkers? Tick all the correct answers.

I study problems from a single perspective look at problems from new directions use traditional methods consider a number of different perspectives take time to study a problem

Q C om plete the article w ith sentences a-e. a You could study a satellite photo or a map.

1> Competition in our business is not about price wars and moneynDfT coupons. c In this way, she was able to maximise revenue from the performances, d They took an entirely different view and transformed society, c How can we take a different view of a situation?

A different perspective

Vocabulary 2 M u ltl-p a it Verbs

Q t o o k c a n h a v e d iffe re n t m e a n in g s w h e n c o m b in e d w ith d ifferen t w o rd s M a tc h th e v e rb s 1-5 w ith th e m e a n in g s a~e. look at look for look after look like look forward to try to find som ething you have lost seem, or be sim ilar to observe take care of, be responsible for be pleased about som ething that is going to h a p p e n ^

Q C o m p le te th e text w ith th e c o rre c t fo rm s o f v e rb s fro m above. sfT u ^ • a fli ô

Hi Ramon I've started work on the new website and would welcome your comments and suggestions Could you go to www.sailinghistQrv.net and ’ the work I’ve done? I’ve got a problem with the photo of you with your first boat You can see that it’s very dark and there’s no colour in it at all It ^ _ the middle of winter!

I’m ’ a more colourful photo I’ve asked Silvia, who

‘ _ the photo archive, but she hasn’t been able to find anylhiiiy Pefhaps yuU have a pliutO (hat vVe COul(J uSG? W6 can discuss it when we meet in Cadiz next week I’m - _ the trip very much!

Look a t th ese ad jec tiv e s frtằm th e text a n d n o tic e h o w th e y are fo rm e d fr o m n o u n s tradition —*■ tra d itio n a l profit —> p ro fitab le im agination ^ im aginative beauty beautiful

H o w d o y o u fo rm ad jec tiv e s firom th e fbllow nng n o u n s? Use a d ic tio n a ry practice innovation success care com petition reason accident fashion

Pronunciation Listen to th e p r o n u n c ia tio n o f s o m e o f th e n o u n s a n d adjectives,

W rite th e w o r d s y o u h e a r a n d m a r k th e stress. eco n o my sco n o m ica I n o u n adjective

Developing company creativity

f l P aul S a u n d e rs, a c o n s u lta n t, ta lk s a b o u t th e im p o r ta n c e o f d e v e lo p in g creativity Listen to p a r t o n e a n d a n s w e r th e q u estio n s,

1 In w hat fields o f business is creativity especially im portant?

2 Why is it 50 im p o rtan t for com panies to do som ething different?

0 Listen to p a r t tw o a n d c o m p le te th e sen ten c es.

2 They are im p o rtan t f o r business.

3 Innovators are people w ho w ant

They look after thc_ in th e day-to-day ru n n in g o f the

They like to challenge the norm al way o f doing things a n d are h ap p y to

They are im p o rtan t to a co m p an y w h e n

It’s essential for m anagers to encourage th eir staff to „ an d be ready to try new things.

To be a creative leader, you have t o _.

S tu d y th e e x a m p le s a n d c o m p le te th e m le s b e lo w

Wliat w o u ld >'0u do if you h a d to study a river valley?

If you w e n t up in a spaceship, you w o u ld see the worid differently.

It w o u ld be easier if we discu ssed the problem together.

People w o u ld sugge.st m ore new ideas if they w e re n ’t afraid o f criticism

Most people co u ld be m ore creative if they p ra c tise d a few exercises, if wc h a d m ore m.oncy, we co u ld invest in research.

In conditional 2, the verb following i /is in t h e _ tense.

The verb in the other h a lf o f the sentence is form ed w i t h or _ , plus the infinitive.

W hat is the difference in m eaning betw een these sentences?

If you take a boat, you’ll see more / If you took a boat, you’d see more

Which one of the follow ing is not correct?

1 jtaik about the future result o f a possible action.

2 1 im agine the result o f im pro b ab le or unreal situations.

For more informât on, se e page 160

Practice n C h o o se th e c o rre c t fo rm o f th e v e rb s in tfalics.

1 if I th in k of any new ideas, i ’ll / I’d p h one you.

2 If wc had m ore tim e, we can / could do m o re careful research.

3 People would be m ore crcattvc if they -weren't / w o a ild n ’i be so stressed.

4 If we li/ive / fiod a m ore exciting product, w e’d sell more.

5 People will buy the p ro d u c t if we incàie / made, it m ore exciting.

6 Will / W ould com panies be m ore innovative if they encouraged more discussion?

7 If we d o n ’t / d id n 't take risks som etim es, w e w o u ld never make ar\y progress. s W hat w ould we do if the v e n tu re /a ile d / w o u ld fa il?

0 W rite a se n te n c e a b o u t ea ch p e r s o n ’s w is h u s in g th e seco n d c o n d itio n a l.

Pascale works in an o pen-plan office with a lot o f o th er people The office is noisy an d it’s difficult to work He'd like to have his ow n office.

‘i f I had my own o ffic e , i t would be e a sie r t o work/

1 M arta has young ch ild ren at school but also w orks full-time She has to work fixed hours from 9am to 5pm She’d like to w ork flexi-time so she can m eet her children from school.

2 Don travels a lot in his work He has a young fam ily but he doesn’t see them very often He w ould like to travel less a n d sp en d m ore tim e with his fBmily.

^ Trudy has to travel for an h o u r by train every day to get to work, it is tiring an d expensive She w o u ld like to work from h o m e for part of the week, to save tim e a n d costs.

4 Felipe has a tough boss w ho expects h im to w ork very long hours He feels very stressed He’d like to have a m ore sy m pathetic boss.

Speaking W h a t w o u ld m a k e y o u r life easier? W o rk in s m a ll groups Tell th e o th ers w h a t y o u w o u l d like to c h a n g e a n d w h y U se c o n d itio n a l 2.

C arees skills F in d in g c r e a t iv e s o lu t io n s

When your company or your team faces a difficult situation, you need to look for a creative solution It is a good idea to meet and brainstorm as many possible solutions as you can and make a list Don't discuss the ideas yet

Don't reject any of them Write down all the ideas, even crazy ones When you have a list, you can evaluate the ideas to see which ones would (or wouldn't) work It helps if you make a statement about what kind of solution you really want.

Look at the following examples Which ones are useful for brainstorming?

Which ones are useful for evaluating? Which one helps you to define the solution you want?

If w e did that, it would be

W h a t else could w e do ? That could be a solution

That wouldn't wo r k/wouldn't help

A large finance com pany has just produced an expensive colour brochure

Two m illion copies have been printed Unfortunately, there is a mistake

The telephone num ber for custom er enquiries is written as 0050 040 050

The num ber should be: 0050 040 040.

Listening 2 a Listen to three m e m b e rs o f th e c o m p a n y ’s m a rk e tin g d e p a rtm e n t ev alu atin g the three p o ssib le so lu tio n s below W h ich ones w o u ld / w o u ld n ’t work? W hy? / W liy not?

~ reprint all the brochures - fire the person responsible - print labels with the correct num ber and stick them on

□ Listen to th e next p a rt o f the discu ssio n S o m eo n e suggests a n ew idea W h a t is it? C o u ld it w ork?

Speaking You a re th e m a n a g e rs o f a sm a ll c o m p a n y Y our staff are using to o m u c h p ap e r It is a h ig h cost a n d m u c h o f it is w asted H o w can y ou encourage p e o p le to use less p ap e r? B rain sto rm as m a n y ideas a s you can a n d m a k e a list T h en ev a lu a te th e ideas a n d decide w h ic h one(s) w o u ld w o rk best.

Culture at work Showing disagreement

The kids are all right

Present perfect and past simple

Career skills: Giving reasons

Dilemma: Hot-desking

Listening 1 a Listen to Dilys Breeze, a h u m a n resources m a n a g e r, talk in g a b o u t

m o tiv a tin g w o rk ers in h e r c o m p a n y W hich o f th e factors in the list a b o v e d o es she m e n tio n ?

0 Listen a g a in a n d c o m p le te th e text.

Mosc people feel m otivated w hen they know they are m aking a ' and doing som ething ^ _ People need to receive praise They w ant to feel that others ' their problem s or suggestions And most want to develop th e ir " an d ' _ new things.

□ Tick w h a t m a n a g e rs sh o u ld d o , a c c o rd in g to D ilys Breeze, stim ulate Q encourage Q criticise Q support Q listen Q J shout Q help instruct

Speaking D id y ou h av e s im ila r id eas to Dilys Breeze?

Reading a R ead the article o n th e o p p o site p ag e a n d fin d fo u r reaso n s w h y so m e c o m p a n ie s a re try in g to a ttra c t y o u n g w orkers.

0 R ead th e article a g a in a n d a n s w e r th e fo llo w in g q u estio n s.

1 VVhat does CapitalOne offer its employees?

7 What five things are m ost im portant to young people in their work?

0 which o f th e fo llo w in g th in g s w e re g enerally tru e in the p a st (P) a n d w h ich are tru e to d a y (T), a c c o rd in g to th e article?

2 People only become top m anagers after years o f loyal service.

3 C'ompanies can grow rapidly an d also fail suddenly.

4 Workers have to show respect for their superiors.

5 Com panies prefer workers w ho understand e-business.

6 People work for the sam e com pany all their lives.

7 Young people have m any opportunities to show creativity.

The kids are all right

Y oung p e o p le a t w o r k o i n n o w expect o p p o r t u n i t y , rcspon sibtliry, rcspcc t a n d fun

Y outh IS a t i m e for f\in In o n e A i n e r i c a n p k i y g r o u n d i n F lo rid a , t h e r e a r c b a s k e t b a l l I 'o u rt s a n d v o lley ba ll !\cis I n s i d e , ằhere are br ig ht c o lo u rs N e r f p u n s a n d a c a r n e s n>om v/ith p u i g p o n g T h is is n o t a school, b u t t h e o ffi ce s o f C a p i t a l O n e , o n e o f A m e r i c a ’s larj’est c r e d i t -c a rd firms The f irm gives e a c h d e p a r t m e n t a m o n t h l y

•■fun buclget" ' i h e s a m e sort o f th i n ^ c a n be f o u n d across corperformance an d productivity, in the last tw o years, I T e n j o y ) m y j o b m u c h more 1 think it’s g r e a t ! ’

S p e a k in g Tell y o u r p a r tn e r a b o u t s o m e th in g th a t h a s c h a n g e d in y o u r p e rso n a l life, in y o u r w o rk o r in y o u r co u n try in th e last year o r tw o E xplain h o w th in g s w e re in th e p a s t a n d w h a t h a s h a p p e n e d since th e change.

liste n in g 2 0 What wofkcrs need in order to feel motivated

Q Listen to C lark M o rris, a h u m a n reso u rces c o n su lta n t, talking a b o u t fo u r faetón* th a t c o n trib u te to e m p lo y e e m o tiv a tio n M atch th e fiactors 1-4 w ith th e e x p la n a tio n s a -d n We need to enjoy our jo b a n d get satisfaction from it b Staff need to have a good relationship w ith managers. c We need to understand our role in the company. d The com pany’s systems need to wor< well.

□ W h a t sh o u ld m a n a g e rs d o in o r d e r to create a g o o d clim ate?

In business you often have to rhange things The reasons for your dedsion may not be clear to others, and then you have to give an explanation The following phrases are useful for giving reasons and explanations. so th a t (w e can ) so (in the m iddle o f a se n te n ce )

That means t h a t ( a t the s t a r t o f a sen ten ce) because verb phrase) because o f (+ noun) in order to ("+ in fin itiv e)

Listening 3 d L isten to five e x tra c ts f r o m j o b in te r v ie w s A n s w e r t h e q u e s tio n s

1 Why did Terry leave his previous job?

2 Why did Tanya leave her previous job?

3 Why did Tanya apply for this job?

4 Why did Tim decide to change his job?

5 Why did Tim apply for this job? o L isten a g a in W h i c h o f t h e a b o v e p h r a s e s d i d y o u h e a r?

□ C o m p le te th e s e n te n c e s u s in g th e p h r a s e s a b o v e

Your team has achieved excellent results, give you all a bonus.

Too many people are arriving late for w ork. _ enough staff on duty early in the morning.

We have decided to start a gym club in the company can keep fit. the old one wasn’t efficient

_ we’ve decided to there aren’t s ta ff our weak position, we can’t increase salaries. celebrate our 100th anniversary, the directors have decided to give all s ta ff a n extra d a y s holiday.

S p e a k in g S et y o u r s e lf th r e e g o a ls f o r t h e c o m in g y e a r (e.g c o n t i n u e to i m p r o v e

E n g lis h , get a n e w j o b , get fit, etc.) T ell y o u r p a r t n e r a b o u t t h e m a n d e x p l a in w h y y o u w a n t to d o th e m U se t h e la n g u a g e a b o v e

Culture at work Formal and informal presentations

Do you think business presentations should be formal or informal? In formal presentations, the speaker usually wears smart clothes and uses very polite language They don’t make much direct contact with the audience In informal presentations, speakers wear casual clothes and use more everyday language They talk in a friendly way to the audience, often asking questions and accepting interruptions Some cultures prefer business presentations to be formal; others prefer a more informal style Which culture do you belong to?

fi^ecision

You are the senior m anagers o f Sirius, a com pany selling nerwork solutions B2B You em ploy 115 staff: 40 sales consultants, 50 technical staff (program m ers, software designers) and 25 adm inistrative staff (accountants, lawyers, etc.) Because of a recent d o w n tu rn in your business, together with the rising cost o f office rent, you now have to move to a sm aller office This m eans that each m em ber o f staff will have less work space However, the sales staff are out o f the office for much of the time Should you introduce hot'desking or give each worker an individual work space? There are good reasons for introducing hot- de,sking, but it seems that m any o f the staff are against the idea.

Workers do not have their ow n desks

They choose a different space to work in each day They each have laptop com puters and m obile phones, and there are cupboards where they can store their files, books an d personal items Workers can choose to work in team room s or quiet room s Only the senior managers have individual offices.

The office space is divided into small units: each person has th eir own space with a desk an d K:, surrounded by a screcn Managers an d senior staff have bigger offices with walls, w indow s and a door There are meeting room s where team s can get together.

You are going to find out w hat different staff m em bers think Work in two groups Group A turn to page 140 Group B turn to page 144.

0 Now listen to Kok Tar f liang, the CEO of a Mong Kong softwiire design com pany, explamin^i tnc decision that was ti;ken when his com pany mc wcd to new offices.

Form new groups with students from group A and group B Present your decision to the others and explain your reasons When you listen to the other group’s decision, ask for explanations if necessary.

Write a m em o to the staff telling them what decision you have taken an d why.

We've decided to / not to

We think this is the best solution because

C h o 'o se th e c o rre c t fo rm o f th e w o rd s in ita lic s

^ i n d i v i d u a l / i y i d iv i d u a ll ij T l i e s t u d y ]cx)ked at h o w 'f r e q u e n t / f r e q u e n t l y t h e e n g i n e e r s h e l p e d c a c h o t h e r E n g i n e e r s w e r e a l s o a s k e d t o s a y h o w / h i g h i y t h e y r e s p e c t e d e a c h o f t h e i r c o l l e a g u e s T h e s t u d y f o u n d t h a t ^ h e l p / u l / h e l p f u l U j e n g i n e e r s r e c e i v e d a ' h i g h / h i g h l y level o f re r s p e c t f r o m t h e i r c o l l e a g u e s H o w e v e r , i f t h e y g a v e h e l p b u t d i d n ’t r e c e i v e m u c h , t h e y w e r e n o t v e r y ' p r o d u c t i v e / p r o d u c t i v e l i j 'I 'h o s e e n g i n e e r s w h o a c c e p t e d h e l p a s w e l l a s g i v i n g it w e r e a b l e to b o o s t t h e i r p r o d u c t i v i t y a n d w e r e a l s o m o r e

C o m p le te th e s e n te n c e s w ith th e co rrect fo rm o f th e v e rb s in b ra c k e ts. i I f t h e s t a f f ( b e ) m o r e m o t i v a r e d , t h e y w o u l d b e m o r e p r t x l u c t i v e

C o m p le te th e text w ith the present perfect or p a st sim p le o f the verbs in brackets.

H ertleins, a fin an cial services com pany He ( 'b e ) w ith this com pany since 2001.

Since jo in in g H ertleins, he ('h a v e ) tw o different kinds o f job To begin w ith, he (^sell) _ i n v e s t m e n t s t o c u s t o m e r s a ll o v e r t h e c o u n t r y B u t h e ( ^ n o t l i k e ) _ s e l l i n g v e r y m u c h , s o h e ( ^ a s k ) t h e c o m p a n y i f h e c o u l d m o v e t o a n o t h e r d e p a r t m e n t N o w h e w o r k s a s a n a s s i s t a n t i n t h e H u m a n R e s o u r c e s d e p a r t m e n t I le (’ w o r k ) i n t h i s j o b f o r n e a r l y t w o y e a r s n o w

C h o o se th e c o rre c t fo rm o f th e w o rd o r p h r a s e in ita lic s.

I n t h e p a s t , B r i t o n s m a i n l y ' d r a n k / h a v e d r u n k te a ; b u t i n r e c e n t y e a r s , c o f f e e ' b e c a m e / h a s b e c o m e i n c r e a s i n g l y p o p u l a r C h a i n s o f c o f f e e s h o p s , s u c h a s S t a r b u c k s , ‘o p e n e c i / h iiv e o p e n e d in c ity c e n t r e s a c r o s s t h e c o u n t r y a n d n o w m o r e t h a n 80 p e r c e n t o f B r i t o n s v i s it a c o f f e e s h o p a t le a s t o n c e a w e e k S p e n d i n g o n c o f f e e ‘ ro.se / h a s r i s e n b y 15 p e r c e n t s i n c e l a s t y e a r A 'r e c e n t / r e c e n t h j r e p o r t s h o w s t h a t S t a r b u c k s is t h e c h a i n t h a t is g r o w i n g m o s t ''r a p id / r a p i d l y a n d h a s a m a r k e t s h a r e o f 25 p e r c e n t C o s t a C o f f e e is a ' c l o s c / c l o s e h j c o m p e t i t o r w i t h a 21 p e r c e n t m a r k e t s h a r e T h e n u m b e r o f c o f f e e s h o p s in c i t y c e n t r e s " n a w r e a c h e d / has- n c n v r e a c h e d a m a x i m u m le v e l, a n d t h e c h a i n s a r e t r y i n g to e x p a n d i n t o s m a l l t o w n s T h i s c o u l d l:>c b a d n e w s fo r snial! c a f t ’’.; i f tlic c h a i n s c o n t i n u e to e x p a n d , i n a r i y s m a l l o u t l e t s ' w o i d c i / c o id r i g o o u t o f b u s i n e s s

‘I l i k e t h e c o f f e e ■ i t ’s e x c e l l e n t But r n y lo c a l c o f f e e s h o p is o f t e n v e r y ‘" n o i ? y / n o i s i l y I " w e n t / w o r i i d g o m o r e o f t e n i f it H u o u l d b e / w a s q u i e t e r ’ C a t h y M a n s f i e l d , a s t u d e n t , s a y s : ‘It’s g rc ^ t M y f r i e n d s a n d I g o t h e r e " r e g u l a r / r e g u l a r l y B u t t h e c o f f e e is q u i t e e x p e n s i v e [ / w o u l i i d r i n k m o r e c o f f e e i f it '"is / w a s c h e a p e r ’

Choose the best option, a-c to complete the text.

The product development team at Playtime pic, a toy ’ _, were highly ' _ They produced a ’ n u m b e r o f good ideas for n e w tcys, w h ic h m e a n t th a t th e ir c o m p a n y w as a b le tD ex te n d its " _ o f p o p u la r p ro d u c ts 3ut th in g s c h a n g e d w h e n th e te a m ’s m a n a g e r h h to jo in a c o m p e tito r The new m a n a g e r was m u c h less successful in ^ th e te a m , in ste a d o f* sta ff a n d p ra is in g tliem fo r th e ir ideas, h e p u t p re ssu re on th e m H e Tied to m a k e th e m w ork h a rd e r an d lo n g er This d id n 't in c re a se t h e i r ' : it re d u c e d it In fact, as th e te a m b ec am e m o re a n d m o re stressed, th e ir _d ec lin e d Their p ro d u c t ideas w e re u n p o p u la r a n d fa ile d to satisfy c u sto m e r ’ _ N o w th e c o m p a n y is lo sin g n a r k e t sh a re a n d n e e d s to fm d a s o lu tio n

1 a m a n u fa c tu rin g b m a n u fa c tu re r c m a iu f a c tu r e

2 a in n o v a tiv e b im ag m m g c th ir k in g

3 a shoT b re m a rk ab le c im f o r ta n t

5 a m a tin g b m o iiv a tin g c su p p ly in g

6 a encouraging b im p ro v in g c con'ributing

7 - a efTiciency b p ro d u c tio n c pro :ess

8 a c re a iv e b c re a iv ity c creation

Choose a phrase firom the list a-h to complete the reminders about time.

1 We don't have a by 5 o’clock.

2 We must finish b out of time.

3 It’s time c quick- 4 We're running d much time.

5 Please keep i t c to 12:30. f with delay. short. h to finish.

Complete the dialogue with the following phrases.

Would it help if That could be a solution Ifwe did that What could we do What if we That wouldn’t help

A The sales staff are selling lots of products, but it takes us too long to deliver the orders to the customer.' _ to make the system more efficient?

' took on more sales staff?

^ • WeVe got enough staff* Ifs the order processing system ihat’s not working well.

' the sales reps carricd laptops when they visited the customers? That way, they could enter orders immediately.

Yes! ’ could reduce the time it takes to transfer orders to the sales office.

Complete the reasons with the following phrases. because because of so that in order means that

1 I need a large desk _I have a lot of books and papers.

2 You should make lists of things to do _ you don’t forget anything.

3 A lot of people have to work in a quiet environment to think clearly

4 I usually switch off my mobile phone when I’m working T h is 1 don’t get any interruptions.

5 I can't work at home the television.

Pairwork

page 14 Dilemma Group A: George Johnstone

Unite page 22 Dilemma Group A

page 28 Student A

R o le-p lay situ a tio n s Ask S tu d e n t B fo r h elp O ffer to h e lp if y o u can

1 Y ou w a n t to p h o n e a c o l l e a g u e , b u t y o u d o n ' t h a v e h i s / h e r Te l ep h o n e n u m b e r 2 Y o u w a n t to p r i n t o u t a r e p o r t b u t y o u r p r i n t e r is n 't w o r k i n g

3 Y o u r t r a i n le a v e s i n 10 m m u t e s It is a 2 a n i i n u t e - w a l k t o th e s t a t i o n S t u d e n t H h a s a car.

page 39 Student A

T his C D ra c k sto re s 180 CDs [t is m a d e o f m e ta l W h o d o y o u th in k a re the targ e t c u sto m e rs? D o y o u like th is p ro d u c t o r not? D escribe th e p ro d u c t to S tu d e n t B.

N o w h stc n to S tu d e n t B’s p ro d u c t d e sc rip tio n a n d c o m p le te th e ch a rt.

Unit 8

R ead a b o u t R ocky F arm W h a t d o y o u th in k a r e its s tre n g th s a n d w eaknesses?

2000 Ken a n d Patsy C arr p roduce organic ice cream,

2002 They start selling ice cream to local hotels a n d restaurants.

2003 They increase produ ctio n a n d staff.

2004 They w in a prize for the m ost delicious ice cream in the country.

Very p rofitable business Low p ro d u c tio n costs But difficult to m eet increasing dem and

Ken a n d Patsy w a n t a bigger fectory, b u t will have to borrow a lot o f money.

page 5 6 Dilemma Group A

R e a d th e i n f o r m a ti o n a b o u t C e lf C u re M a k e n o te s a b o u t th e te c h n o lo g y a n d its fu tu re m a r k e t p o te n tia L

W ith C elf Cure, the body repairs itself This co m p an y w ants to in tro d u ce a new tech n iq u e to treat people w ith co m m o n diseases such as h eart disease E>octors take cells from the sick personas body, treat the cells in a laboratory w ith drugs a n d then put them back in to the body Research shows th at this is very effective This is an existing com pany that has already had success w ith other m edical products.

page 6 6 Dilemma Group A

R ead a b o u t L uton W h ic h fa c to rs in th e list in T ask I d o e s L u to n p ro v id e?

M a k e n o te s a n d p re p a r e to p re s e n t y o u r id e a s to th e class.

G e n e ra l: Luton is a m an u fectu rin g tow n w ith a p o p u latio n o f 184,000.

E co n o m y : A growing econom y w ith m any businesses: cars, electronics, aircraft an d airlines, travel com panies, pharm aceuticals. in fra stru c tu re ; Close to Ml motorway London 30 m inutes by rail Large airport.

C o m m e rc ia l There is a w ide range o f com m ercial prem ises available There p re m ise s: are plans to b u ild a new business park an d a technology village.

page 74 Dilemma Group A: Wide World Tours

J o b title: M a rk e tin g A ssistant, M a rk e tin g D e p a r tm e n t Pay: € 3 0 ,0 0 0 p e r y e a r

R esp o n sib ilities: M aintain custom er database, carry out m arket research, help with p rom otions No travel opportunities.

T he c o m p a n y : Large m odern offices, restaurant a n d sports facilities.

O p p o rtu n ities for training an d developm ent.

An existing em ployee says: *You have to b e ready to work very hard Great opportunities for people w ith energy a n d am b itio n ’

page 82 Dilemma Group A: Standard job recruitment methods

M eth o d : Post a jo b advenisem cnt —*■ Select from w ritten ap p lica tio n s —*■ Hold interviews in each university

[Decide w here you could put the advertisem ent, W hat could you put in the advertisem ent?

W hat could you offer students to encourage them to apply?

Unit 10

page 91 Student A

P etra is a s tu d e n t w h o w o rk s p a r t- tim e in a café G ra p h A s h o w s th e w ages a n d tip s sh e re ceiv ed last w eek D escrib e th e g ra p h to S tu d e n t B.

T o n i is a m u s ic s tu d e n t w h o gives p i a n o lessons a t € 2 0 p e r h o u r Listen to S tu d e n t B's d e s c rip tio n o f T o n i's w a g es la st w e ek a n d c o m p le te g ra p h B.

page 100 Dilemma Group A: Insurance company

R ead th e a r g u m e n ts M ak e n o te s a n d p re p a re fo r a m e e tin g

1 You will not pay a claim for theft o f a vehicle except w hen all doors a n d w indow s are locked, the keys are removed and the scrurity devires m set.

2 Your contract says: 'The insured person m ust take all reasonable steps to prevent loss o r dam age.’ You think Jane Buxton d id n 't do this.

3 Jane knew that a th ief had h er address a n d car keys It was obvious that she should replace the locks.

page 108 Dilemma Group A: Recruit more staff

C u rre n t s itu a tio n M any em ployees stay only a few m onths It is difficult to replace people an d there aren't enough staff in the stores.

P ossible g o o d results: More staff to h e lp customers.

P ossible b a d results: Higher recruitm ent costs an d higher salary costs.

Unit 2

R ead th e o p in io n s , d iscu ss th e m a n d d e c id e w h e th e r to in tro d u c e h o t-d esk in g o r n o t M a k e a list o f th e re aso n s.

'It w ill create a more dynam ic environm ent Staff can co m m u n icate m ore easily People will w ork next to difFereni colleagues, so everyone will know everyone else.'

‘I’m o u t o f the office m ost o f the lime I often work af hom e, o r in m y car I only com e to the office for team m eetings so I d o n ’t need my ow n space.’

‘I like fam ily photos on my desk and my personal things aro u n d me.'

page 14 Dilemma Group B: Linda McCade

■ Linda is an excellent m anager She is very good at p la n n in g a n d organising her work.

■ Speaks Spanish Experience o f Spanish-speaking cultures Good relationships with S panish customers.

■ Travels a lot on business Mexico w ould m ean longer flights.

■ 29 years old an d m arried Hopes to sta n a fam ily in tw o to three years.

page 21 Student B

W rite th e in f o r m a tio n th a t S tu d e n t A gives y o u

N o w give y o u r p a r tn e r th is in fo r m a tio n N am e: H arry Clarke Age: 28

Salary: $52,430 a year C ar: buys new car every year; expects to spend $50,000 on next car Drives 30.8r/j kilom etres a year

Works in ? com pany w ith 8,940 em ployeesS pends 4.!% o f salary on clothes

page 22 Dilemma Group B

2 M ost people use internet cafés Not m any com puters at hom e - expensive.

4 M ost people use the internet for em ail (72%), o r e n tertain m e n t; 50% o f young users use it for education an d studying Very few do in tern e t shopping.

6 N ot m any people use credit cards O n lin e shoppers use cheque o r bank*

page 28 Student B

R o le-p lay situ atio n s Ask S tu d e n t A fo r h e lp O ffer to h e lp if y o u can.

1 You w ant to write a letter in English but you haven’t got a dictionary.

2 You w ant to buy som e chocolate from a m achine but you haven't got any coins.

3 You have to give a presentation tom orrow about the econom y o f your country You d o n ’t know much about it Your partner is an expert on this subject.

page 30 Dilemma Group A

Some bullies love power They w ant to be in control o f everything an d everybody These bullies make life difficult for all their subordinates They usually have psychological problem s and it isn't easy to change their m anagem ent style.

page 39 Student B

Listen to S tu d e n t A*s p ro d u c t d e sc rip tio n a n d c o m p le te th e chart.

Product Use(s) Features looks Target customers

T h is b o o k c a se sto res 100 b o o k s It is m a d e o f c h e a p b u t stro n g w o o d W h o d o y o u th in k a re th e target cu sto m ers? D o y o u like th is p ro d u c t o r not? D escribe th e p ro d u c t to S tu d e n t A

Units page 47 Student B

page 56 Dilemma Group B

R ead th e in f o r m a tio n a b o u t S p ace T ra v e l Inc M a k e n o te s a b o u t th e te c h n o lo g y a n d its p o te n tia l fu tu re m a rk e t.

Space Travel inc is a new com pany that has develo p ed a spacecraft for tourists looking for adventure The spacecraft can carry six to eight people u p into space at a cost o f

$30,000 each The cost o f m ain ten an ce a n d in su ran ce will be high.

page 66 Dilemma Group B

R ead a b o u t S w in d o n , W h ic h facto rs in th e list in T a s k 1 d o e s S w in d o n p ro v id e?

M a k e n o te s a n d p re p a re to p re s e n t y o u r id e a s to th e class.

G e n eral: Sw indon is a fam ous railw ay tow n, in the past a m an u fa ctu rin g town with a popu latio n o f 157,000.

E conom y: M any m anufacturing co m p an ies closed an d people lost jobs.

New businesses setting u p include; car m anufacturing, m obile communications, transport.

In fra stru c tu re : Close to M4 motorway Excellent rail com m u n icatio n s Loncion one h o u r by rail The nearest airp o rt (one h o u r by road) is Heathrow, London’s biggest airport.

C o m m e rc ia l M odern business parks w ith high q u ality office premises. p re m ise s:

page 74 Dilemma Group B: Oz Travel

J o b title: T rav el c o n s u lta n t Pay: € 2 2 ,0 0 0

R esp o n sib ilities: Deal with phone enquiries, sell tours, provide custom er ser\ ice; deal w ith suppliers by phone an d em ail; general a d m in istra tio n if necessary.

T ravel: Visit A ustralia, h elp set up new contacts a n d new tours.

T he c o m p a n y : Small office in city centre Small business b u t if successful, m ay expand

An existing em ployee says: ‘It is a very frien d ly place to work, b u t it can be stressful.’

page 82 Dilemma Group B: Attend student fairs

Universities h o ld fairs for students at the start o f each year Different com panies have stan d s at these fairs to sell their products or services to students Students can find out about things th a t m ay b e helpful d u rin g their stu d e n t life.

M eth o d : Set up a Virgin M obile stan d at student fairs.

Tell students w ho com e to the stand about m arketing o p p o rtu n ities.

Recruit interested stu d en ts ‘on the spot'.

Decide how to attract students’ atten tio n at the fair.

W hat could you do to encourage students to ap p ly for th e work?

How could you choose the most talented stu d en ts d u rin g the short tim e available?

Unit 10 page 91 Student B

P etra is a s tu d e n t w h o worics p a rt-tim e in a café Listen to S tu d e n t A’s d e s c rip tio n o f P e tra ’s w ages a n d tip s la st w e e k a n d c o m p le te g ra p h A

T o n i is a m u s ic s tu d e n t w h o gives p ia n o le sso n s a t €20 p e r h o u r G ra p h B sh o w s th e m o n e y h e m a d e la st w eek D e sc rib e th e g ra p h to S tu d e n t A

Unit 11 page 100 Dilemma Group B : Jane Buxton

R e a d y o u r a r g u m e n ts M ak e n o te s a n d p r e p a r e fo r a m e e tin g 1 The car was old w ith a value o f only €2,OCX) New locks w ould cost €1,000.

2 You reported the theft o f your handbag to the police a n d also to your insurance com pany But n o b o d y told you to replace the car's locks after the keys were stolen.

3 You d id n ’t k now that you w ouldn’t be able to claim if your car was stolen.

page 30 Dilemma Group B

Some bullies hate m istakes They w ant their o w n w ork to b e perfect a n d they w ant everyone else to be perfect too These bullies d o n ’t co n sid er other people’s feelings w hen they find problem s w ith their work They often d o n ’t know they are bullying Som etim es it can help to talk to these bullies about th eir m an ag e m en t style.

Unit 15

Units

page 30 Dilemma Group C

S o m e p e o p l e b e c o m e b u l l i e s b e c a u s e th e y a r e v e r y u n s u r e o f t h e m s e l v e s T h e y a r e a f r a i d o f c o m p e t i t i o n f r o m o t h e r p e o p l e w h o m a y b e b e t t e r t h a n t h e m T h e y h a t e t h e i d e a o f s o m e o n e e ls e d o i n g w e ll in t h e i r j o b T h e y t h i n k t h a t t h e o n l y w a y t o i m p r o v e t h e i r o w n s u c c e s s is to k e e p th e i r c o m p e t i t o r s b a c k

Dilemma Group C

R e a d a b o u t G o ld e n Valley W h a t d o y o u th in k a r e its stre n g th s a n d w eaknes.ses?

1993 Six o r g a n i c f a r m e r s s t a r t s e l l i n g o r g a n i c d a i r y p r o d u c t s t o l o c a l s h o p s 1995 T h e y f o u n d th e C io l d e n V a l l e y c o m p a n y a n d s t a r t t o sell m o r e p r o d u c t s 1997 C o m p a n y d i s t r i b u t e s to s h o p s a n d s u p e r m a r k e t s a r o u n d t h e c o u n t r y 1998 P r o d u c t i o n m o v e s to b ig n e w p r o c e s s i n g p l a n t

C u rre n t situ a tio nT h e c o m p a n y e m p l o y s 2 0 0 staff It h a s a l a r g e r a n g e o f p r o d u c t s , s u p p l i e s m o s t o f t h e b i g s u p e r m a r k e t s a n d is v e ry p r o f i t a b l e

R ead th e in f o r m a tio n a b o u t F in g e rtip , M a k e n o te s a b o u t th e te c h n o lo g y a n d its fu tu re m a rk e t p o te n tia l.

Fingertip is a new technology for o p en in g doors w ith o u t a key People p u t their finger to a sca n n er beside the door The system recognises fingerprints a n d opens the door for the right people A group o f scientists already have a design for the fingerprint scanner and they now w ant to set up a co m p an y to m anufacture a n d sell it The system costs about

Unit 7 page 66 Dilemma Group C

R ead a b o u t Exeter W h ic h fa c to rs in th e list in T ask 1 d o e s E xeter p rovide?

M a k e n o te s a n d p re p a re to p re s e n t y o u r id e a s to th e class.

In fra stru c tu re :

Exeter is a beautiful historic city w ith a p o p u la tio n o f 113,000

G overnm ent is attracting new em p lo y m en t to the area

Businesses include: finance com panies, banks, electricity

Close to M5 motorway London is two h o u rs by rail Small airp o rt w ith d estin atio n s in the UK a n d som e in Europe.

M odern business parks with high q u ality office premises.

U n its page 74 Dilemma Group C: Kate

Good exam results - but not top class Practical, not very academ ic.

W o rk experience: Before university, spent six m o n th s in A ustralia w orking in a hotel

Several different office a d m in istratio n jobs as a student.

P erso n ality : Outgoing, lively an d energetic, hard-w orking, am b itio u s Likes working with people an d being in a tea.m Dislikes routine tasks a n d w orking at a PC for long hours

C a re e r p la n : Become a product m anager in a travel co m p an y , setting up new tours, negotiating contracts an d m aking key decisions.

Unit page 82 Dilemma Group C : Hold a competition

Unit 10 page 92 D ecision

EU Airlines share price trend T he b est d e c isio n s w ere:

Buy 50,000 shares at the e n d o f M arch

Do n o th in g at th e en d o f June.

Sell all shares at the en d o f Septem ber

70,000 shares @ €3.50 gives you €245,000 Total value a t D ecem ber 31st = €245,000

Unit 14 page 120 Preview

The solution w as to use n o packaging The workers w ho tran sp o rte d the glass were m uch m ore careful a n d there w eren’t so m an y breakages The c o m p a n y saved a lot o f m oney o n packaging, as well as the cost o f replacing broken tanks.

K in k o ’s used th eir colour copying facilities to create in d iv id u a l calendars using personal photos They m ake good C hristm as presents an d were very successful.

Unit 12 page 107 Student B

S itu a tio n 1: S u p p lie r Your co m pany supplies vegetables to stores You receive a p h o n e call from a shop m anager Listen to the custom er a n d offer tw o possible o p tio n s:

1 - cancel the ord er a n d refund the cost.

2 - replace the ord er w ith a new delivery (they will receive it in ab o u t three hours).

Listen to the shop m anager’s decision a n d prom ise action.

S itu a tio n 2: S h o p m a n a g e r Your sh o p sells bread You o rdered 200 rolls this m orning b u t the su p p lie r delivered 400

You c a n ’t sell 400 Phone the supplier, listen to the o p tio n s a n d choose the best solution

Glossary

Image

ad v e rtisin g n [U] te llin g p e o p le p u b lic ly a b o u t a product o r service in o rd e r to p e rs u a d e th e m to

>uy it: The co st o f T V a d ve rtisin g is v e r y h ig h C ollocations a d v e rtisin g c a m p a ig n - a d v e rtise v

[T] a d v e rtise m e n t n [C| a b b re v ia tio n ad v e rt, a d a piece o f film , a p ic tu re o r w ritin g u se d in advertising: / s a w th e a d v e rtise m e n t i n th e n e w sp a p er y e s te r d a y brand n [C] a n a m e th a t a c o m p a n y gives to a p ro d u c t so th a t p e o p le ca n recognise it easily:

We b u ilt the Veuve C liq u o t b ra n d slo w ly m 'e r sev en y e a rs C ollocations b ra n d n a m e , bra n d im a g e - b r a n d in g n [U] image n ¡C] th e g e n e ra l o p in io n th a t m o st p eo p le h a v e o f a p e rs o n , o rg a n is a tio n o r p ro d u c t:

G o o d a d v e rtisin g Kelps to p r o m o te a c o m p a n y ’s im a g e logo n [Cj a d e sig n o r w a y o f w ritin g th e n a m e th a t a c o m p a n y o r o rg a n is a tio n uses as an official sig n o n its p ro d u c ts a n d advertising:

N ik e uses a tick as its logo. loss leader n |CJ a p r o d u c t th a t is sold at a loss to en c o u ra g e p e o p le to b u y o th e r m o re p ro fita b le p ro d u c ts: S u p e r m a r k e ts so m e tim e s sell b rea d as a loss le a d e r to b rin g cu sto m e rs in to th e store. luxury n [C] s o m e th in g th a t is ex pensive a n d n o t really necessary, b u t p le a sin g a n d enjoyable: The sto re sells lu x u ry g o o d s su c h as p e rfu m e promote v [T] to try h a r d to im p ro v e sales o f a p ro d u c t by a d v e rtisin g it, re d u cin g its price, etc.: t h e y are p r o m o tin g h er n e w f i l m h ea v ily - p r o m o tio n n (C] a sp e c ia l activity in te n d e d to sell a p ro d u c t o r service publicity n [U] th e a tte n tio n th a t a p erso n o r c o m p a n y gets fro m n e w sp a p e rs, television, etc.:

The sh o w re c e iv e d g o o d p u b lic ity i n the m e d ia target market n ¡C] a g r o u p o f p e o p le th a t a p r o d u c t is a i m e d a t; a d v e r tis in g o f th e p r o d u c t is d e s ig n e d to m a k e th e p r o d u c t a p p e a l to th is g ro u p : Y ou c a n ’t se ll a p r o d u c i i f y o u d o n ’t k n o w th e ta r g e t m a r k e t. value n [C, U] th e a m o u n t o f m o n e y so m e th in g is w o rth - v a lu e fo r m o n e y o f good qu ality , c o n s id e rin g th e p rice : These je a n s are g o o d v a lu e f o r m o n e y a t o n ly $15.

Unit 5 Success

Eo u r d e b ts a n d so n o t a llo w e d to c o n tin u e a n y lusiness a c tiv ities: A lo t o f p e o p le w ill lose th e ir jo b s i f th e c o m p a n y goes b a n k ru p t. business plan n [Cl a d o c u m e n t p ro d u c e d by a n e w c o m p a n y g iv in g d e ta ils o r expected sa le s a n d costs, h o w th e c o m o a n v ca n be fin a n c e d p r o v id e m o n e y f o r th e sta rt-u p company n |C] a n o rg a n is a tio n th a t m akes o r sells g o o d s o r services in o r d e r to m a k e m oney: He w o rk s f o r a s o ftw a r e c o m p a n y co'TTipetition n (U| a situation in which businesses a re trying to be m ore succcssflil than others by selling m ore goods a n d services an d making m o re profit: There is strong com petition b etw een the two com panies - com pete v [I] - c o m p etito r n |C) - com petitive adj demand n [U| the total am o u n t o f a type of goods o r services that people or com panies w ant to b u y : There wcw strong d ^m a n a fo r jea n s lost m o n th distribution n \U\ the activities o f m aking goods available to custom eis after they have been p roduced, for exam ple, moving, storing and selling goods: The co m pany p la n s to ttse zom puters to impro\>e distribution. entrepreneur n (C) som eone w ho starts a com pany, arranges business deals an d takes risks in order to m ake a profit: She’s a e n trep ren eu r w ho has started several com panies. fin an ce n [U] m oney provided o r lent (for exam ple by a bank) for investm ent in a business: We n ee d jln iin ce to start m a n u ja c tu n n g o u r new product - finance v [T\

C onliocation get fin a n c e , provide fin a n ce, raise fin a n c e loss n [U] w hen a business spends m ore monev th a n it receives, or loses m oney on a particular deal or problem ; We had a loss o f $20 m illio n last year C onliocation m a ke a loss, suffer a loss - lose V [T| market share n |C Li] the percentage o f sales that a co m pany or product has in a market: The co m p a n y hopes to increase its m arket share by

5.p e r cent next y ear. profit n [C, Uj m oney that you m ake from selling som ething or d o m g business in a particular peruxi, after taking away costs: Coca-CJoia rtT^orted strong projit5 last year Conliocation m a ke a profit, earn a profit start-up n [C] a new com pany that has started to d o business recently: This hank s-pecialises in prcrvidin^ fin a n c e fo r start-ups.

Unit 6 Future budget n |C] a detailed plan prepared by an organisation o f how much m oney it will receive, how m uch it intends to spend a n d how it will sp en d the money: 'fhe departm ent has a budget o f $4 m illio n to spend on research

C onliocation a tight budget - budget v [I, T] capital n (singular, U] m oney used to start a business: You’ll need m ore capital i f y o u w ant the business to succeed. funding n [U] m oney w hich organisations, for exam ple banks, lend to people a n d businesses for specific projects: [+ for] Jane H unter got fim d in g fo r ner business fr o m venture capitalists Conliocation get fu n d in g , provide fiin d in g , raise fu n d in g funds n [plural] m oney that a person or organisation has available for a particular purpose: Ptter Jones is an entrepreneur w ith fu n d s to invest in new business ideas. investm ent n [C] m oney that people or organisations p u t into a business in the hope o f m aking a p ro m : in) Several rich people have m a d e large investm ents in the space project

- invest v (I,.T| |+ in] jo in t venture n [C] a business activity in which two or m ore com panies have invested together:

Ford and VW agreed a jo in t venture to build the Galaxy a n d Sharon m odels. launch v (T1 to m ake a new product available for sale for the first tim e: The com p a n y w ill launch a new m o d el next Trwnth. payback period n [C] the period of tim e needed to get back the cost o f an investm ent: The pa^bacl? p e r io d /o r space projects is very long. potential n [U] the possibility o f future success of a product o r venture: No one w anted to invest in the project because they d id n 't think it had m u c h poten tial. return on investm ent abbreviation ROI n [singular, U] the am o u n t o f profit on an investm ent in relation to the am o u n t o f money invested: 7)ie project is risky and there rruiy n o t be tt good re tu rn on investm ent. technology n [U] know ledge dealing with scientific oi industrial m ethods an d the use o f these m ethods in industry: New technology gives lis the possibility to explore space - technologies [plural] different types o f technology: The co m p a n y is m ohing use o f different technologies to develop the new m achine. venture n [C] a new business activity or project that involves taking risks: The co m p a n y is starting o n a new venture to build sm all private aircraft. venture capitalist n [C] som eone w ho invests m oney in new businesses: Venture capitalists invested over 5300 m illio n in com puter-related start-ups last year. development 1 n [U] the growth or improvement of a business, industry or cconomy; Tke go\'em m ent is prcnHfimg juriiiing fo r regiomil deveiopme?it 2 |U] planning and making new products or services: Tke com pany is irrvesting a lot o f moiiey in product develo^inent

Cotiocationsresearch and development economy n |C| the system by which a country's goods and services are produced and used:

Europe's economy is expected to grow /aster than the U.S C olocations a strong economij, a weak econo?ny employment n |U| the num ber of people in an area or country who have jobs, the types of jobs they have, etc: High eynployment is a key/actor in a strong econmuj. growth n |U[ an increase in the value of goods and services provided in a country or area:

Analysts are preiicnng strong economic grcnvih next year - grow v [I] The market grew slowly last year. inflation n |U| a continuing increase in the prices of goods and services: The rate o f inflation was 4 per cent last year. infrastructure n (C Uj the basic systems and structures that a country needs to make economic activir/ possible, for example, roads, communications, electricity: The government invested €250 m dlion in infrcL*itTucture. location n (C| the place where something is, especially a building or a business: All the com pany’s o/faces are in good iocaticms. m ulti-national n [C| a large com pany that has officcs, factnric’^ an d business activities in m any different countries: it is d ijjlc u lt/o r sm all local com panies to com pete w ith the m u lti-nationals. region n |C| a large area of a country or of the world: The north-east region is developing more rapidhj than the south - regional adj

Gollocationsregiomil ojtce unemployment n |'J| the num ber of people in an area or country who d on’t have a job: Since the factory closed, there has been high ujiem ploym ent m the area ~ unemployed adj application n [C] a formal, written request for sc^mething - job application a formal request to be considered for a job: We are considering your application fo r the job o f ynarketin^ manager - apply v (+ for]: He applied for the job o f sales o.ssTstant - job applicant n |Cj someone who is applying for a job candidate n |C| someone that a com pany is considering for a job: We are interviewing the candidates on fridaij. career n |C| a profession or job you have trained for and intend to do for your working life, and which offers the diance to improve your status and salary: i ’ni hoping to have a career in la^v

Collocations careers advLvor, careers ad\isor|j service, change careers curriculum vitae abbreviation CZV n [C] a document that gives details of a person’s experience and qualifications: it is im portant to prepare yo u r CV in the right way Synonym rcsi¿mé AmE experience n [U| knowledge or skill (hat you have ÍTom doing a pariicular job: He ha^i years of experience in selling. headhunting n |U] finding a manager with the right skills and experience to do a particular job, often by persuading a suitable person to leave their present job; We could ask a headhunting firm to find a new production director - headhunter n |C] human resources abbreviation HR n Iplurall the departm ent in a company that dea s with rccruitment, training and helping employees: fie works in hum an resources. interview ti |C| a formal meeting where som eone is asked questions to find out if they are suitable for a job: 1 have an in te rv ie w /o r a job af Microsoft next week - interview v |T| job n |C| the regular paid work that you do for an employer: Wlmt’s yoitr job? i ’m a p p lym ^fo r a new job. qualification n [Cl an examination that you passed at school, university or in your profession: Cayididates must have a university i^uali/ication - qualify v |I| - qualified adj recruit v [Tj to find new people to work for an organisation or company: We’re recruiting 10 new graduates this year - recruitment n [U] salary n [C, U] money that you receive as payment for your work, usually every month;

Ih e company ojfers good salaries Collocation to earn a salary s ta ff n [plural] th e employees o f an organisation A new ynanager is going to jo in the s ia ^ next m o n th S ynonym s eniploijees, workers.

Selling

consumer n [C] a person who buys goods, )roducts or services for their ow n use, not for business or to re-scll: CoTm^mers are d em a n d in g m o re choice and variety. customer n |C] a ¡verson or organisation that buys goods o r services from a shop or com pany: A cu5tom er telephoned this m o rn in g to osl? about prices. direct mail n [U] advertisem ents that are sent in the post, often to people w ho are specially chosen because they might be interested in the product: Over three H ilion item s o f direct m ail w ere sent in the po.sf last year. discount n |C| a reduction in the cost o f a product or service, usually to encourage people to buy som ething: We’re offering a ten per cent discount o n all fu rn itu re this weei? - discount

V [T1 flyer n [C] a sm all sheet o f paper advertising som ething Flyers are usually handed to people or delivered to people’s houses: Let’s use flyers to ftdvenise the ope?ain^ o f our new store. marketing n jU] activities to design an d sell a product or service by considering w hat buyers w a n t or need: W e’li have lo spend a lot on rnarfeeiing to get a ^ fo m ers back. sales n [plural] the value of goods an d services that a co m pany sells during a period o f time:

Sales increaved /oUowm g otir s u c c e s ^ i advertising cam paign last year. sales pitch n |C| w hat a salesperson says about a product to persuade people to buy it: 'Hie rep gave a ten -m in u te sales pitch about the new m odel. sales representative abbreviation rep n [C] a person w ho sells a com pany's products or services by speaking to custom ers on the phone or travelling to meet them: He travelled all over the US as a sales representative. special offer n [C) a reduction in the price of som ething for a short time, to encourage people to buy it; The com pany is ruyining a special offer - a new p h o n e /o r only £20. sponsor v (TJ to givt m oney to pay for a television program m e, o r sports or arts event, in exchange for advertising or to get public attention:

M astercard is sponsoring the W orid Cup - spon.sor n [Cj a person or com pany that sponsors som ething - sponsorship n [U1 cost 1 n [C, U] the a m o u n t o f m oney that you have to pay to buy or p ro d u c e som ething: The cost o f la n d in the cify centre is very high.

2 costs [plural] the m oney th at a business m ust regularly sp e n d in o rd e r to c o n tin u e its activities O u r profits are fa llin g because o f increasing costs Synonym expenses n [plural|

C onllocations labour costs, m a n u fa c tu rin g costs deal n |C| an agreem ent or arrangem ent, especially one that involves the sale o f som ething to get a good deal get an agreem ent to buy or sell a product at a good price: We got a good deal w hen w e bought this q ^ c e as d em a n d w as low at the time. graph n (C) a draw ing th at uses a line or lines to show the relationship betw een two sets of figures: This graph show s s a le s /ig u re s /o r the year 2005. price n |Q U] the am o u n t o f m oney for which som ething is bought, sold or offered; Tlie price o f this picture is £6,000. pridng n [Uj the prices o f a com pany's products in relation to each other an d in relation to the prices o f com petitors; also the activity o f setting prices: We need to discuss o u r pricing ^ we w a n t to boost sales. profit margin n [Cj the difference between the price a product or service is sold for a n d the cost o f producing it: We c a n increase our profit m a rg in by cutting the cost o f production, share n |C] the ow nership o f a co m p an y is divided into shares, w hich can be m ade available for sale as a way to increase capital

Investors buy and sell shares in the hope o f m aking a profit: He m a d e a lot o f m o n e y by investing in ÍBM shares. spending n (IJ) the am o u n t o f m oney an organisation or a person spends: |+ on] We need to increase spending o n research a nd developm ent. strategy n (C] a plan for achieving a goal; the best way for a com pany to develop in the future:

We need to develop a strategy fo r exporting the com pany's products.C onilocatlonspricing strategy, develop a strategy - strategic adj trend n [C] the general w ay in w hich a particular situation is changing or developing: Economists study the treyids in spending. workforce n [C] all the people w ho w ork in a particular country, industry o r workplace:

We are increasing o u r v>^orkforce fr o m ij.0 0 to

1,400. claim n [C\ request for paym ent for damage, injury, theft, etc for w hich you are insured: if y o u -want to niafic a n insurarice claim , you f ill out this fo rm - claim v |T| [+ on) He claiyned fo r the dam ag e o n hts car iyisurance. cover V |T| w hen a n insurance policy covers som eone or som ething, the insurance co m pany will pay o u t if the person is injured; o r if som ething is dam aged, stolen, etc: The policy doesn't cover accidents that Im ppen abroad - cover n (U) The p o licy provides cover fo r loss, danuige a n d tk ^ t. damage n [U| physical harm caused to som ething:

T h e ^ r e caused $100,000 o f dam age ~ dam age v

|T| Tne car w as badly dam aged in the accident. fraud n [U] a m ethod o f getting m oney illegally from a person or organisation often in a clever way: O nline banks n ee d special so/tw are to protect against fraud - fraudulent adj insurance n [U| an arrangem ent in which a com pany collects m oney regularly in prem ium s from a person or organisation, an d in return agrees to pay them a sum o f m oney if they are involved in an accident, have som ething stolen, etc,: Travel com panies reco m m en d that their customers take out insurance Conllocations insurance claim , im u ra n ce co m p a n y, insurance cover - insure v 1T| [+ against] We are irisured against fire and th ^ t. insurance policy n [C] an insurance contract covering a particular risk, an d the docum ent that gives details o f this: In the policy, it says tkaf w e ca n claim u p to £1 m illio n jo r m edical expenses. premium n [C] the am o u n t p aid for insurance during a particular period o f time: (f you haven^t paid y o u r prem ium s^ y o u w ill no longer,be covered. risk n |C| th e p o ssib ility o f a p a rtic u la r type o f dam age ag a in st w h ich you are covercd:

Check in d eta il the risks that are covered by y o u r policy. term n |C| one o f the conditions o f an agreement, contract or legal docum ent: According to the terms o f the agreem ent, the com pany w ill pay w ith in 10 days o f accepting the claim apology n [C] som ething that you say or write to show you are sorry for doing som ething wrong:

The c o m p a n y sen t a n apology to their cu sto m e rs/o r th eir p o o r service, apologise v 1+ for + -ing] We apologise f o r the inconvenience w e have caused you. complaint n [C] a w ritten or spoken statem ent by som eone saying that they are u n h ap p y about som ething: O u r sales assistants a re trained to deal w ith custom er com plaints in a frieyidly m a n n e r - com plain v |+ about] M any n tsio m ers have co m p la in ed about late delivery. customer satisfaction n |U1 w hen custom ers who have p a id for a pro d u ct or service feel happy with it: O ur m a in goal is to achieve customer satisfaction at all times - satisfied, dissatisfied adj [+ with] We are very dissatisfied w ith the service at y o u r hotel. customer service n [U] w hen an organisation helps custom ers by answ ering questions, listening to com pfam ts, giving pro d u ct advice, etc.: The co m p an y says that it off'ers good cusio7ner service - custom er services [plural] the d e p a rtm e n t in a co m p an y that deaU with custom er service feedback n |U| advice o r criticism about products, services or ideas C om panies m ay seek custom er feedback by providing questionnaires asking if custom ers are satisfied or not: We conducted a survey to g e i/e e d b a c h on custom ers’ opinions a b o u t o u r products. guarantee n [C] a form al w ritten prom ise to repair or replace a product if it has a fault w ithin a periud o f tim e after you buy it: The com pany ojffers a Vi\i \C\ som ctliing difTicult thai you feel determ ined to solve or achieve: Tlie ckailen^*e for the co?)ipiim/ ts kow to pa y its 53 billion

'dt’bt. creative adj producing or using new and interesting ideas: We need lo /n u i a creative so lu tio n fo tke probkim o f fa llin g sales.

- creativity n |U] discovery n |C som ething you learn or find out that was hidden or not know n about before:

Rcsearckers ]ia\>e m a d e som e interesting discavenes nbout h u m a n thinking - discover vITl innovation n jU] the introduction o f new ideas or niethods: Tke com pany encourages creativity and innovation ~ innovative adj radical oiij a radical solution involves looking at the original source o f the problem and m aking big, im portant changes solution n |C| a way o f dealing with a problem or difflcuh situation: Tliere are no simple solutio?LS to the probiem 0/ im em ploym ent Collocation fin d a solu tio n [+ for] ' solve v ¡T) tradition n jCj a way o f doing som ething lhat has existed for a long tim e - traditional aaj: We need to m ove aw ay jr o m the traditional vjay o f thinking.

Unit 15 Motivation

bonus n [Cj an extra am o u n t o f money added to an em ployee’s salary for doing difficult or good work: The sales sta ff get excellent boniises w hen they reach their sales targets. initiative n [U] the ability to make decisions and take action w ithout w aiting for som eone to tell you w hat to do: Em-ployees in o u r com pany are encouraged to use their initiative. job satisfaction n [U] a feeling o f happiness or pleasure in doing your jo b o r achieving som ething in your job: Job satisfaction is ju st as imiportant to w orkers as a bonus. loyal adj loyal em ployees stay with that com pany a n d d o n 't seek jobs in other com panies: M artin has given 15 years o f lo ya l service - loyalty n lU] motivation n [U] w illingness and entliusiasm to do som ething w ithout being told to do it;

M any o f o u r w orkers have little or n o m otivation - m otivate v IT] [somebody to do something] pay n [U] the m oney som eone receives for the job they do: 7’Jie w orkers have asked fo r a pay increase. performance n [U] the way that som eone does their jo b a n d how well they do it: Son;e people criticised his p e r fo w u o ic t as a iuanager.

- perform v |T| power n [U] the ability or right to control people:

We shcm ldn't give too m uch pow er to one m an.

- powerful adj promote v [T] to give som eone a better paid, more responsible jo b in a com pany or organisation:

The co m p a n y has p ro m o ted h im to the post o f m anaging director - p rom otion n |C| reward v [T] to give paym ent for excellent work, high perform ance o r special service: We like fo rew ard o u r stajfl^when they reach their production targets - rew ard n IC, U] senior adj having a high position in an organisation or com pany: Senior m anagers have their o w n office a n d drive a com pany car.

Glossaiy'testjs^*

B etiquette D relationship n Banks, financial services a n d consultancy businesses all belong to t h e sector.

A in d u strial B service C m an u factu rin g D activity

13 I f y o u te ll y o u r i n s u r a n c e c o m p a n y t h a t t h e v a l u e o f y o u r lo s s w a s h i g h e r t h a n it r e a l ly w a s , y o u a r e m a k i n g a c l a i m

23 W hen you have a m eeting with new business partners, it is im p o rtan t to be _

24 Some o f the item s were dam aged so the buyer m ade a/an _

25 Senior m anagers are responsible for their subordinates in the o rg a n isa tio n a l _

26 1 think we should offer a five per cent to encourage people to buy more.

27 are people w ho have new ideas an d think o f new ways to do things.

28 WeVe reduced the price by 15 per cent, so the buyer is getting a g o o d

29 Giorgio A rm ani is fam ous for creating a brand.

30 We ask custom ers for t h e i r _ to help us improve.

31 Ferdinand is hoping to go abroad to work in one o f his com pany’s offices.

32 O n t h e line, the parts are put together to make the finished product.

33 People on the trainee schem e have no work _ , just a university qualification.

34 We’ll have t o o u r products more if we w ant to sell more!

35 O ur staff are im p o r ta n t which we try to use efficiently.

36 Several com panies w orked together on a to launch the new satellite.

C jo in t venture D venture capital

37 The team did a b rillia n t jo b so the com pany decided to each o f them with a large bonus.

B reward D prom ote for a better job in a different com pany.

39 We collect inform ation ab o u t o u r customers an d store it on a

40 The econom y is weak, w ith h ig h an d unem ploym ent.

41 The product has a o n e-y ear , so ju st bring it back if you have any problem s with it.

42 Bill Sorter, a fm ance m anager, h a s for a team of 12 accountants.

_ _ _ 3 football club, so our com pany nam e is on the players’ shirts.

44 Advertising com panies need g o o d staff.

45 Before you ask a bank for money, it is im p o rtan t to prepare a g o o d A business plan B dem and

Present simple and continuous

T h e p re s e n t s im p le h a s th e fo llo w in g uses. regular o r ro u tin e events We usuaH y s ta r t the w eek w ith a team meeting.

“ p e rm a n e n t o r long-term situations f worfe at h ea d office in London.

The c o m p a n y d esig n s co m p u ter games.

Key words usucdlxft n o m u d ly , regularly, often, freq u en tly, som etim es, rarely, alw ays, never, every d a y / wcefe / m o n th / y ea n once a w eek / tw ice a m o n th

T h e p re se n t c o n tin u o u s h a s th e fo llo w in g uses.

" som ething h a p p e n in g now / at the m om ent Just a m o m e n t - I’m try in g to fin d y o u r file

N ick’s ta lk in g to a custom er right now

• tem porary situ atio n s We’re n o t d ev elo p in g a n y n ew products this m onth.

Eva*s w o rfû n g a t ho m e to d a y - she’s n o t in the office.

■ future fixed arran g e m e n ts We’r e ^ y i n g to Texas o n M o n d ay ¡9th.

M ike’s m e e tin g the directo rs tom orrow

Key words now , at the m o m en t, currently, this week

T h e c o n tin u o u s is n o t u s u a lly u s e d w ith th e fo llo w in g v e rb s.

■ giving o p in io n s like, d islik e , p r ^ e r , th in k , believe, know , m e a n

■ describing senses see, hear, fe e l, seem

• describing o w n e rsh ip a n d needs have, n e e d , ow n, w a n t

Countable and uncountable c o u n t a b l e n o u n s have sin g u la r a n d p lu ral form s use a ! a n w ith th e sin g u lar use eith er sin g u la r o r p lu ra l v e rb form w orker, book, desk,

TTUichine, coin, co m p a n y , suggestion u n c o u n t a b le n o u n s have no plural form never use a / a n use only singular verb form s ti^ , oil w ater, equipm ent, m o n e y , irrform ation, advice s o m e in positive sentences - w ith co u n tab le n o u n s in the plural - w ith u n c o u n ta b le nou n s

There’s s o m e coffee o n the table. in offers a n d requests - w ith both co u n tab le a n d u n countable nouns W ould y o u like so m e te a o r so m e Inscuits? a n y

• in negative sentences a n d questions - w ith c o u n ta b le n o u n s in the plural - w ith u n co u n tab le nouns

We d o n ’t use a n y videos on our website.

There is n ’t a n y in fo r m a tio n about hotels

Do y o u h av e a n y d e ta ils about this? m u c h

• m ain ly in negative sentences an d questions - w ith u n c o u n ta b le nou n s

Is there m u c h d e m a n d in Europe? m a n y ô m ain ly in negative sentences a n d questions - w ith co u n tab le n o u n s in the plural Do y o u have m a n y cw stom ere in the south?

No, n o t m a n y a lo t o f / lo ts o f (informal)

• in positive sentences - w ith co u n tab le n o u n s in the plural - with uncountable nouns

You see a lo t o f su rve illa n ce ca m era s in the streets in L ondon.

T here’s a lo t o f c o m p u te r crim e now a d a ys.

Modal verbs

F o rm ằ m odal verbs arc follow ed by the infinitive w ithout to

J m u s t go now / c a n 't f i n d tfi€ cu5to?nerjfile.

■ exceptions are have to a n d need to

We fio n ’t h a ve to keep these records.

Do y o u ha ve to leave now ?

W oulii y o u like ? C a n I h elp y o u u ’iiK y o u r hags?

W o u ld ỵ o u like to sit here?

Can I ? C ould Ỉ ? C an IJOU ? C ould Ijou ? W ould tjou ?

C o u ld Ĩ b o rro w Ijour p e n / o r a m om ent?

W o u ld tfo u sKow m e How to iưe fkis m achine, plecise?

• polite suggestions You c o u ld / We could

Vou c o u ld ta k e tke train - i t ’s v e ry /o s t i fKink w e s h o u ld tra vel first clo5S.

Can Ỉ ? M ay Í ? (m ore formal) Vou c a n / You m a y

C a n Í / M a y f sm o k e in Here? Ves, y o u c a n M o d a ls o f p o ssib ility

" certainty w ill / w o n ’t It’s late - I w o n ’t h a v e tim e fo read the report tonight.

• possibility / u n certain ty m a ỵ , m ight, co u ld , 7naij n o t, m ig h t n o t

We co u lớỉ Have p ro b lem ô w itk ưar\sport.

W e m a y n o t arrive in tim e fo r the m eeting

Note: to express u n ce rtain ty in the iiiture, we use m a y n o t o r m ig h t n o t We m a y n o t / m ig h t n o t m ak e a profit next Ijear.

• ability ca>i / c a n ’t, co u ld / c o u ld n ’t (past) i c a n ’t r e a d fJiis it's too sniuU.

J c o u l d n ’t u n iie rstfln ri the r c p o it it w as too difficult.

*■ advice You sh o u ld / You s h o u ld n ’t (stronger) You m ust / You m u s tn ’t (very strong) You s h o u lii ta lk to o u r accounts m anager - she ca n help y o u

Y o u m iw tn ’f lea ve London w ith o u t \nsiting the Tower!

• personal rule m ust / m u s tn ’t I m u s t tr y to get to \vork earlier.

Do y o u h a ve io h av e a visa to travel to

We n e e d to p l a n o u r next sales conference soon.

• not necessary d o n ’t have to / d o n ’t need fo

You d o n 't h a v e to h a ve a visa fo r the UK.

You d o n ’t n e e d to w rite a letter - ijou can phone. not allow ed m u s tn ’t You m u s tn 't leav e tjo u r c a r t7i fr o n t o f the hotel - it's a n o parking area!

Comparatives and superlatives

F o rm in g c o m p a r a tiv e a d je c tiv e s

• short adjectives (one syllable) + -er The new model l s cheaper.

“ short adjectives e n d in g -y y + -er The client is h a p p ie r w ith the n ế desi^'n.

** longer adjectives (two o r m ore syllables) m ore / less + adjcctive

J th in k this coat is m o r e fa sh io ru ih le. ô irregular com parative forms good - better bad - w orse f a r - f u r t h e r

The n e w design is w o rse th a n the old one.

The o th er restaurant is b etter - but it ’s jwrthe^r aw ay.

• to show difference A is bigger th a n ÍÌ B is n o t as big as A

The V8 is fa s te r th a n the V6.

■ to show sim ilarity A is as big a s B T hừ year's sales are as good OS lo5t y e a r’s

F o rm in g s u p e rla tiv e adjectives

• short adjectives (one syllable) the + adjective +

-est This laptop Ĩ5 th e sm atíesí one o n the m arket.

■ short adjectives ending -y (the) + adjective y + -iest

That VJOS o u r busiest w eek o f the year.

• longer adjectives (two or m ore syllables) (tke) m ost / the least t- adjective

/t ’s th e m o s t b e a u tifu l dress in ike show.

This is th e le a s t expensive m o d e l y o u can buy,

■ irregular superlative forms good - best bad - w orsi f a r - fu rth est

W hich p h o to do y o u think is best fo r our advertừ em en t?

A rriving late IS the w orst thing y o u can do

My desk ừ the one that ứ jitrth e s t jro m the w in d o u '.

T h e p a s t s im p le h a s th e fo llo w in g uses.

■ events that h ap p e n ed at a ciefiiiile (iiiic in ilit past

I jo in e d tỉie com pany in 7W3.

The new secretam d id n 't com e in yesterday.

• finished actions or events When ĩjoĩi w ere a studm t, did y o u worii in the holidays?

Yes, i w orked fo r a telecoms company in the ixoiidaijs.

^ finished tim e periods (w ith/or)

Aisha w o rked in the finance dqoartnient fo r two yeaT5, jro m 200} íiỉl 2005.

Key words in 2005, fr o m 2002 to 2004, lost week / m o n th Ị year, yesterdaỵ, ago, in the past

Future forms

w ill + in fin itiv e h a s th e fo llo w in g uses.

• predictions we feel certain about rll d ^ n i t e l i j fin is h this project tomorrow.

We w o n ’t have tim e to look at yo u r report this week.

■ intention, w hen we m ake the decision now to do som ething i ’ll let y o u hn o w w h at i decide.

• intention after the verbs think, hope and expect

Do y o u th in k y o u ’ll sta y w ith the com pany very long?

We hope y o u ’ll he able to jo in the research team next year. g o in g to + in fin itiv e h a s th e fo llo w in g uses.

■ predictions w e feel certain about Are the s t q f going fo accept the changes? it isn ’t going to be an easy meeting.

It’s going to be difficxdt to please everybody.

• intentions, w hen the decision to do som ething was m ade before

I’m going to visit the Greek office next m onth

We a re n ’t going to sta y very long.

Are y o u going to stay in Athens?

T h e p re se n t c o n tin u o u s h a s th e fo llo w in g use.

■ arrangem ents for things to hap p en at a fixed time in the future

We're m eeting in the conference room at iO.

Arie y o u seeing the accountant tom orrow?

• positive instructions: infinitive o f the verb w ithout to

T urn o ff the lights w hen you leave.

■ negative instructions: D o n ’t + infinitive w ithout to

D on't fo rg et to post those letters, ằ l e t ’s + infinitive is also a polite im perative leVs fin ish

Let’s go fo r lunch now. ằ co nditional instructions: i f ^ present tense + im perative

If y o u see Joan, give her m y best wishes.

Don*t in terru p t h im i f h e ’s busy.

I f we d o n ’t get an answer by Friday, send them another email.

T h e p re s e n t p e rfe c t h a s th e fo llo w in g uses.

■ recent events Soles jigures have im proved recently.

We h a ve n ’t seen a big rise in denum d.

• events that affect the present situ atio n (but we d o n ’t say w h en they hap p en ed )

Prices have gone u p so they’re very high now.

■ u n fin ish ed events starting in the past an d c o n tin u in g u p to the present (u s in g /o r an d since)

The c o m p a n y Has b een the m a rket leader f o r three y e a r s now

■ answ ering H ow long? abo u t an unfin ish ed event

H ow long have y o u w o rh ed fo r Exxon?

Key words recently, in recent m onths / -years, in the lost mx)nth f year, jiist, now, since, fo r (except w ith finished periods o f time)

Passive verbs

P assiv e s e n te n c e s a r e fo r m e d a s fo llo w s.

Subject + to be + past participle (+ by + agent [person or thing who did the action])

Active: W e m a n u f a c tu r e the goods in Korea

Passive: The goods a re m a n u fa c tu r e d in Korea.

Activc: The sales team sold 4,000 units last month.

Passive: F our th o u sa n d u n its w e re s o ld la st m o n th

Active: The CEO w ill o p e n the new factory next week.

Passive: The fa c to r y w ill be o p e n e d b y the CEO next week.

T h e p a ssiv e h a s th e fo llo w in g uses.

• when we don’t know who did something My purse has been stolen.'

■ when it isn’t important who did something TTiese products were tested yesterday.

■ systems and processes Job applicatùms are sorted, u7ui the best cãTidũìates are selected and hiierviewed.

■ formal language (letters and reports) Your eyufuiry has been passed on to the sales department.

The m arket fo r DVD players w as resea-rched last year, and thefir\dm gs are reported in our December survey.

Conditionals

C o n d iứ o n a l in s tr u c tio n s : I f + present tense + imperative i f f’m not in th e office, please lea ve a Tnessage.

C o n d itio n a l 1 1/ + present tense + future with ivill or won’t

I f + present tense + can / can’t / co u ld / couldn’t

I f our com petitors f i n d o u t about our new product, th e y ’ll w a n t to copy it

W e’ll be very happy i f y o u c a n jo in us fo r dinner.

C o n d itio n a l 1 h a s th e fo llo w in g uses.

■ talk about the future results of a possible action or event

I f w e sp en d too m u cK w e’ll r u n o u t o f money

They w o n ’t buy our prodĩicts i f they a ren ’t good ¿quality. ¡f m a n a g e m e n t d o esn ’t give xư the budget we need, we could have problems.

• terms in a contract or agreement Ịfĩjơii are tw tfid b j sa tin e d uith this- ỊTToduct, we w ill refu n d your m oney.

I f the price w a s lower, I ’d b u y it, Ỉ w o u ld n ’t b u y it i f it w a s n ’t good quality

I f y o u re d u c ed the price, we m ig h t be interested.

C o n d itio n a l 2 h a s th e fo llo w in g uses.

• imagine unreal situations i f everyone u sed em ail, we w o u ld n 't need to send letters.

I f electric cars d id n 't have so m a n y dừadvantages, m ore people w o u ld b u y them.

■ i m a g i n e t h e r e s u l t s o f i m p r o b a b l e a c t i o n s o r e v e n t s y o u r soles increased i;ij 15 per cnif, w e’d rnakc a lot o f profit.

I f oth er com panies entered the Tru^rket, fhere

Adjectives and adverbs

• describe or qualify nouns f ie ’s mi excellen t yyw.nager.

• in front o f the noun This is a n eo5Tj fash.

• w h e r e t h e r e a r e several adjective^s size a large colour black material leather noun bag

• after som e verbs; be, become, see m ,f e e l The qiialitij is good.

The co in p an y is becom ing pro fita b le.

• go w ith verbs to describe h o w you do som ething, o r h o w often you do som ething She woWiS efflcientlij. i o fte n check sh are prices on the internet.

A dverbs th a t tell you h o w often; sonieiimcs, often, itsnaily, rarehj, o c c a sio m liy , jreifuentiij, generaliij, n o n n a lly , alw ays, never

F o rm in g a d v e rb s fro m adjectives m ost adjectives: + 4ij slow - siow'ly large - largely

■ adjectives e n d in g in -y + -ihj steady - s te a d ih j

• adjectives e n d in g in -ic: + -ally au ioinatic ~ au to m aiicalh j

■ adjectives e n d in g in -able: change ending to -ably re a so n a b le - re a so n a b ly

It’s a very h a r d job to do.

A dverb He drives too fast.

Tl^ie sales team is working hard.

They do their job well.

• adverbs that tell you h o w ' follow the verb follow any object in the sentence

Sales rose ra p id h j lie -spohe English weli.

• adverbs tliat tell you h o w often, as well as adverbs o f c e rta in ty a n d uncertainty', can go:

- in front o f the m ain verb

- between the first part o f the verb an d the m ain verb

- at the beginning or en d o f the sentence

The p n c e w ill d e fin ite h j rise.

S om etim es prices go d ow n.

Audioscripts

Unit 1 Listening 1 page 12

M any co m p an ies em p lo y team s w ho work together across b orders a n d tim e zones We call them virtual team s because they com m unicate alm ost entirely by em ail M odern technology m akes co m m u n ic a tio n very sim ple a n d fast ~ but there can be problem s There is a big risk o f m isu n d erstan d in g W ith team m em bers speaking different languages a n d belonging to different cultures, sm all pro b lem s can becom e big problem s.

W hen you w ork together in a virtual team , you have to know a n d trust each other It’s im portant to b u ild a relationship W hen you jo in a virtual team , w rite an em ail to the others to introduce yourself Tell your colleagues about your job, your work experience, your interests.

W hen you w rite an em ail, d o n ’t ju st focus on work Make conversation - ask about the w eather or m en tio n som ething th at is going on at the m om ent.

You need to explain things clearly to m ake sure there is no chance o f m isund erstan d in g

If you have to say som ething negative, be careful

Rem ember, you can ’t sm ile in an em ail A w ritten message can som etim es seem very strong to the other person Using polite phrases helps a lot!

W hen you often w rite to the sam e colleagues, you usually develop a n inform al, friendly style But if you w rite to people in business that you d o n ’t know well, you need to be m ore formal.

Unit 1 Listening 2 page 13

Olaf: I'm a systems developer an d I work for a fm ance com pany I'm responsible for our website a n d m anaging the IT systems But I also develop new systems for the future

R an ia; I w ork as a project m anager for a travel com pany We h elp hotels to develop websites

My role is to m eet clients a n d find out what they w ant from th eir website Then I prepare a proposal a n d p re sen t it to them

Da The: I’m a lawyer a n d I w ork for a m obile p h one com pany We m ake deals with co m p an ies to supply parts an d services My m a in role is to check the contracts with suppliers, b u t I also negotiate new contracts

Jaana: I’m a n a c c o u n ta n t at a F innish paper m an u fa ctu rin g com pany We m ake the paper for m agazines I’m responsible for paym ents to suppliers I check the invoices from supp liers a n d sen d the paym ents.

Unit 1 Dedsion page 14

George Jo h n sto n e is an excellent export m anager an d a very good salesm an But he doesn’t have experience o f Mexico, W hen you start to do business in a new region, it’s very im portant to u n d e rsta n d the culture If you m ake mistakes, you can lose a custom er Linda has a lot o f experience o f d o in g business in S pain, a n d she knows som ething o f South A m erican cultures She also speaks excellent S panish So we think that Linda is the best person to take responsibility for exports to Mexico We know th at she may not w ant to stay in the jo b for m ore than two or three years, so we are also looking for a jiew person to jo in the sales team - som eone w ho speaks good Spanish a n d has a lot o f experience o f doing business in Latin America T hen if Linda w ants to stop travelling, we will have som eone w ho can take this role.

Listening 1 page 16

Amy: Hello, i’m Aniy I w ork in the sales d e p a rtm e n t a n d I m anage custom er data I keep records o f custom ers We have a file for cach custom er w ith th eir nam e, address and ord er details But I also store details about th eir buying habits W hat are their likes an d dislikes? How often do they order an d so on

A nd I en ter all this in the custom er database

We use the in fo rm a tio n w hen we w ant to send special offers to different groups of custom ers.

B ob: I’m Bob a n d m y jo b is to research the m arket I try to answ er three questions One: how m any co n su m ers arc there in the market?

Two: w ho are they? And three: w hat do they w ant? Wc collect a lot o f d ata about the people w ho brow se o u r website But we also use surveys a n d o th er m ethods I write reports to h elp th e m arketing team develop their strategy.

Carla : My nam e is Q irla 1 work as a buyer I always try to find the best products at the best pricc O f coursc we have o u r regular suppliers

But i also search for new products, new su p p liers an d special offers on the internet I use different si:arch engines and I update our files w ith the nevv^ i'iform ation.

Bob OK * lere is our weekly statistics report for o u r website As you can sec here, we had a total o f 4,542 hits this week Thai’s very good - a lot m ore th an wc usually have The averaiằe tim e for each session is 1.5 m inutes That’s q u ite norm al And the average num ber of pages th a t people view in a session is 2.7

Again, nothing unusual there The most p o p u la r page is the products page, w ith 2,4M) hits We expect this o f course Most pcop!e w ant to know about products Then there's the offers page w ith Iằ375 hits We had a num ber o f good deals on olTcr this weekằ and lots of people w'cre interested in those! Now let’s see the breakdow n o f traffic by continent Most people w ho visit our w ebsite are from N onh Amcrica - th a t’s 57 per cent The Americans arc usually to p o f the list, b u t this percentage isn’t as high as last week Then it’s Europe with 31 per cent an d after that

S an d ra R avell Lots of peo p le have to m anage large am ounts of inform ation You m ay be a m anager, a secretary, or a student W hen you have in form ation that you may w ant to use in the future, you have to store it w here you can h n d it again.

The fust step is to decide how to structure your filing system Ask yourself'; W hat are the m ain categories o f in fo rm atio n that 1 deal with? Then divide them in to sub-categories.

The second step is to create files for each kind of m aterial Give each file a name Ask yourself: Is this nam e helpflil w hen I w ant that file again?

The third step is to arrange your files for ea.sy access Ask yourself: W hich files do I use often?

Which are im p o rtan t? Put these files at the front o f the filing area Or on a com puter, crcate a short-cut to those files.

Finally, keep your filing system up-to-date Delete or throw aw ay old m aterial File new inform ation im m ediately in the right place And review your system often Ask yourself: Does this system work for me? C an I organise it better?

Finding in fo rm atio n takes time A good filing system can save you a lot o f time.

A Thanks for agreeing to help with my research

B 'Ih a t’s OK W hat do you need to know?

A Well, first, about how m any people are online, w orldw ide?

B W orldw ide? It’s difficult to say exactly But we think it’s about 600 m illion.

A Did you say 600 m illion? That’s a lot!

B Yes It’s difTicult to be precisc because it’s increasing all the time.

A Right So how m any o f tho.se are in Europe?

A Sorry can I just check? Thirteen per cent?

B No, not thirTEEN THIRty per cent.

A Thirty (:>cr cent Ilm m So th at’s about 200 m illion.

B Just u n d e r 200 m illion, yes The num ber I’ve got here is 1V0.91 m illion.

\ What a num ber! Can you repeat it, please?

B A h u n d re d an d ninety point nine one m illion.

A OK And how m uch tm ie dcx:s cach person spend brow sing the web?

B The average tim e is over 25 hours.

\ Do you m ean 25 hours a week?

A Right, thanks I th in k th at’s everything

D e ep ak G u p ta C ountries such as Ind ia an d C hina have huge num bers o f people a n d offer a great opportunity to com panies like eBay But there can be problem s if you d o n ’t u n d ersta n d the local market For example, people may shop in different ways and use different paym ent methods I here is also the problem o f com petition from local com panies, for exam ple Baazee, w ho liave a better understanciing o f the m arket in India.

So w hat d id eBay do? Well in 2004, eBay decided to buy the biggest o n lin e retailer in India - Baazee - for 50 m.illion dollars They believed that buying a ItKiil com pany was the best way to enter a new market Baazee understcx)d the m arket and could show eBay how to operate O f course it was a high cost for the first year or two But the com pany was sure that they w ould m ake m oney in the long term.

There are different o p in io n s about w hat is polite or im polite Different cultures express politeness in different ways Even in the sam e country, there m ay be different views about w hat are good m anners or bad m anners But the sam e rules apply everywhere Politeness is about showing rcspect for others It m eans thinking about other people's feelings.

In formal situations, we follow standard rules for politeness In business, we are usually polite when we make new contacts, m eet custom ers or people from other com panies Politeness is often linked to status We are usually m ore polite to people above us in the organisational hierarchy In today's w orking en v iro n m en t, most m anagers show rcspect for their workers They m ight say,

‘We really need to send the report as soon as possible Could you please do it today?’ Ifyou consider other people’s feelings, they are usually more willing to w ork hard , to help and to cooperate.

We in Sydney are very easy-going an d relaxed about rules But we w ork hard We start work pretty early in the m orning Breakfast meetings are com m on, starting at Sam And we like to start m eetings on tim e - so it’s im p o rtan t not to be late!

We’re generally very inform al M en often w ear a jackct an d tie d uring office hours But we prefer inform al clothes w hen the w eather’s hot For lunch, we usually go out for a sandw ich W hat do we talk about? Well - it isn’t difficult to talk to A ustralians - we’re very friendly people But it helps a ioi if you can talk about sport.

Most p eople that 1 know d o n ’t like to start work early We h ate breakfast meetings! People are always in a hurry' - so being on tim e for meetings is im p o rtan t People th in k the British are very form al But things are changing I think we’re quite info rm al now adays Some men still wear formal business suits - but a lot o f people come to work in casual clothes Lunch is often a quick sandw ich a n d a coffee After work, we like to go to the p u b w ith colleagues At the pub you can talk about an y th in g you like!

Listening 2 page 55

People are w orried about the am ount o f garbage they create This idea offers people a way to m anage garbage But it’ll be quite expensive! So 1 th in k it’ll probably sell only in the luxury market

Maybe at first it will only sell in the luxury market But in the long term, I think the price m ay come down By 2020, the Intelligent Garbage C an could be in every home!

It’s a great product idea! It will solve all our garbage problems! This will definitely be a big success!

Sorry - I d o n ’t think so It’s a toy for people who like technology an d have too much money to spend It w on’t solve garbage problems I d o n ’t think it will sell - not in any big numbers.

Unit 6 Dedsion page 56

U’t’s look at the space travel idea first It’s true that there are people who would love to be space tourists But how many people will be able to pay

$30,000? There’ll be a very small market for this

A nd it’s also the riskiest venture of the three The co m pany will need huge am ounts of capital to build a spacccraft that is safe So at the end o f it all, there may not be m uch return on investment

OK, let’s look at Fingertip next This is a great idea

O ne day, this kind o f system will be in homes, officcs - everywhere But at prejicnt, you can only sell it to luxury hotels and big corporations So, in the short term, the market will be very small.

There is also a greater risk here bccause it’s a new start-up.

So, finally, let’s look at C elf Cure This is som ething we are very interested in We know that the technique can be used to treat several com m on diseases Tha^ m eans that there will definitely be a big dem and for this kind o f tre^atment There i.s also less risk investing in this business becausc it’s an existing com pany so we know they have the necessary m anagem ent skills lo develop the idea We think this venture will be a big success That’s why we’ve decided to invest our capital in Celf Cure.

Unit 7 Listening page 63

Declan Murphy Before setting up an offtce in another country, you’ll need to do quite a lot o f research There are a num ber of things to consider.

To start with, you want to be sure that the country has a strong economy And that means low inflation and a stable currency If the prospects for growth arc good, then so much the better.

Then you need to consider other factors For example, does the location have a good infrastructure - a modern airport, good roads and perhaps shipping facilities if you need them?

And the third main area to research is the financial side How much will it cost to rent office space?

Does the government of the region offer special encouragement to foreign business such as low taxation? If the local government has a positive attitude to foreign business and the costs are low, then obviously these are going to be big advantages.

Unit 7 D e d s io n page 66

There are three key elements in deciding where to locate a new office The first is the infi-astructure of the area Do you have good road an d rail com munications? Are you near to an international airport?

The second key element is the living environment

You need (o offer staff an attractive place to live where they c:amples o f sales prom otions include com petitions an d free gifts.

Aj-iother m ethod of prom otion is public relations

Tliis involves creating news and getting inform ation about the com pany or its products in the press or on IV For example, when a pop star launches a new album , people write about it in the m usic magazines And this brings publicity for the company.

The next m ethod is direct marketing 'I1iis includes ail sales activities w here consumers can buy the product immediately An example is direct mail - where you send inform ation to potential custom ers by post We cjin also include TV and internet shopping in this category And then there’s telephone selling, where sales staff telephone people an d try to sell products over the p h o n e

And finally, we have sponsorship A com pany pays m oney to have its nam e linked to an event or a person such as a sports personality The person wears clothing with the nam e o f the com pany on it

We know o u r custom ers very well, and we decidcd tha( a trade fair w asn’t the most effective way to launch o u r new m odem Instead, we w anted to create a fun event that our customers could rem em ber for a long tim e - a party.

The w ay we p ro m o ted the event was this We sent several em ails to o u r customers In the first email, we encouraged the custom ers to visit our website to see a Flash d em o n stratio n o f the new product

Next, we em ailed invitations to the launch party

We later sent a n o th e r em ail so that they couldn’t possibly forget The th ird em ail included directions to the event.

We chose a big hotel by the beach and we arranged special buses to m ake it easy to attend

Business Rre-lnợ^rtriediate I

Unit 1 Activities

Vocabulary: A c t iv it ie s Language: P resen t s i m p l e and p r e s e n t c o n t in u o u s Career skills: Explaining y o u r jo b

V o c a b u l a r y Q Find the eight jo b s b elo w in th e w o rd search. accountant analyst assistant manager banker engineer consultant technician e a X g n i m e h s \ n s u 1 t a n t s \ z g b a d e y e i d a

Q U nderline the tw o verbs th a t you c o u ld use to co m p lete each sentence- a ofTer b take c prpyicje They good service at a reasonable rate. a give b purchase c buy 1 products for my company. a crcate b design c imagine We new products every season. a invest b set up c found When you a com pany it is a good idea to get financial advice. a run b close c manage Does 1111 still the IT department?

L a n g u a g e ch e ck D C o m p le te th e s e n te n c e s w i t h th e p r e s e n t s i m p le o r p r e s e n t c o n t i n u o u s f o r m o f th e v e r b in b o ld U se a n a u x ilia r y v e r b w h e r e n e c e s s a ry

1 w o rk a Pggg , T heo J a m e s in th e Yes, h e does. sales d e p a rtm e n t? b h e _ d o a W h a t m o m en t? b W h a t

- you - you they th e re today? at th e early th is w o rk at aftern o o n ? b they u s u a l l y

4 o ’clock? d e v e lo p a th e c o m p a n y _ softw are program s? b W h a t it c u r r e n t l y ? n ew

!’m d esig n in g a new electric car

The factory is closing for repairs.

No, they u su ally finish at 6 o’clock.

A n ew en g in ee rin g p rogram

□ C o m p le te th e te x t a b o u t a m a n a g e m e n t t r a i n i n g s c h e m e w ith v e r b s fr o m th e b o x in th e p r e s e n t s i m p le o r p r e s e n t c o n tin u o u s get learn offer s p e n d w o rk n o t have nor ea rn

Inés G arcia is a S p an ish g ra d u a te in b u sin e ss a d m in is tra tio n a n d she

^ t o have a ca ree r in b u sin e ss m a n a g e m e n t At present, she 2 _for a large te le c o m m u n ic a tio n s c o m p a n y in M adrid It is a one-y ear g ra d u a te tra in e e p ro g ra m m e a n d sh e ^ any g u a ra n te e o f a jo b at the e n d o f th e year T he c o m p a n y usually

^ jo b s to o n ly a few o f th e best tra in e e s - Inés h opes to be o n e o f these T rainees o n th e p ro g ra m m e ^ up to six weeks w o rk in g in d iffe ren t d e p a rtm e n ts T his is u su a lly helpful b ecause the tra in e e s useful w o rk experience A d isad v an ta g e is th at tra in e e s ^ very m u c h m o n ey Inés says ‘It’s a h a rd life ju st n o w , b u t ifs good experience a n d I ^ a lot o f n ew things.'

Listening 0 T2 Q Listen to M atthew Davies register for a m ed ia industry confcrer cc an d com plete the in fo rm a tio n o n his registration fonn.

W h ich of these a ctiv itie s d e scrib e s w h a t your co m p o n y does (tick one)?

M anufactures g o o d s Retails producís Provide? services

6 A dditional inform ation obout yo u r job: i c r /A : „

Q Put the w ords in th e right o rd e r a n d m atch the questions to M atthew ’s answers-

3 W tia t’s / j o b / y o u r ? 4 W h a t's / role / m a i n / y o u r ? a I’m a f i n a n c i a l a n a ly s : h i’m r e s p o n s i b l e for e s t i m a t i n g th e cost o f n e w films, e W e p r o v i d e serv ices f o r t n e film in d u s tr y , d It’s a legal firm

Writing You are w orking o n a n e w project w ith a colleague from an o th e r branch of your c o m p a n y Read th e em ail from y o u r colleague a n d write a reply (30-40 w o rd s) to in tro d u ce yourself You can w rite about yourself o r in v e n t in fo rm a tio n

' Itiank her for the email.

- Say what your job title is and what you do.

Say what you are doing at the moment.

M y n a m e is C h e u n g Lo a n d I'm lo o k i n g f o r w a r d fo w o r k i n g with y o u o n th e n e w p r o j e c t I'm th e p r o j e c t c o o r d i n a t o r a n d I w o r k in the M a r k e t in g d e p a r t m e n t in th e H o n g K o n g b r a n c h

A \ the m o m e n t I'm t a k i n g e x t r a E n g lish le s s o n s to h e l p w ith o u r w o rk !

Ttien com pare y o u r a n sw e r w ith th e suggested an sw er on page 92.

Reading Read th e article a n d ch o o se th e correct a n s w e r (a-c).

1 The v/riter thinks that self-service is a good idea for ii companies not customers. b customers not com panies, c both customers and com panies.

2 The first supermarket was set up a before 1920 b in the 1950s c after 1975.

3 The store clerk’s m ain jo b was to a check items on the shelves. b give customers the goods they wanted, c open the supermarket.

4 Modern self-service is increasing because people a do n ’t want to work with employees. b are using cafeterias an d laundrom ats, c are using the internet a lot.

5 Mass production changed a the retail industry. b the service economy, c the m anufacturing industries.

You’re hired!

Firms can give custom ers m ore control - and save m oney too

M eet employee: you You may not your airlme's latest lave noticed, but you are also now working for your phone company jnd your bank Wliy^ of rhr growth of the sclf-service economy in which companies are making tiie customers do the work Self-service can have benefits both for companies and customers, It is already changing business practices in many industries, and seems likely to become even more widespread in future.

The idea is not new, of course Self- service has been around for decades, ever since Clarence Saunders, an American entrepreneur, opened the first Piggly Wiggly supermarket m 1916 in Memphis, Tennessee The idea is simple Shoppers enter the store, help themselves to whatever they need and then carry their purchases to the check-out counter to pay for them Previously, store clerks were respiinsible for getting items off the shelves; but with the arrival of the supermarketằ the shoppers took on that job themselves, rhcn came laundromats, cafeterias and self-service car washes, all of which were variations on the same theme But now, with the rise of the web, companies are taking self- service to new levels Millions of people now manage their finances, track packages and buy cinema and theatre tickets while sitting in front of their computers They plan their own travel itineraries and make their own hotel and airline bookings: later, at the airport, they may even check themselves in And they do ail of this W'ith mouse in hand and no h ti m a n employees in sight.

Self-service sy s t e m s can save companies m o n e y and make customers happy.

This suggests that they could transform the service economy in much the same way that mass production transformed manufecturing, by allowing services to be delivered at low cost in large volumes Though it may take five years before most transactions are conducted via self- service, we are definitely moving in that direction So, you never know who you might be working for next

Language: C o u n ta b le and u n c o u n t a b le

Vocabulary Q U n d e rlin e th e tw o verbs w h ic h can b e u sed w ith each o f the n o u n s below

3 details a check b am end c cross

4 inform ation a arrange b file c update

Q W rite the w o rd s in iffllics as n u m b e rs.

1 That’ll be tw enty-nine dollars and thirty cents, please.

$29.30 1 The room measures about two hundred and rwenty-nine'm etres.

3 The account num ber is six double-seven nine fwo eijiht.

4 He owns a third o f the company.

5 The data shows that nought p o in t fo u r per cent of people work from home.

6 There are exactly/our thousand, six hundred and two employees.

7 This shows a rise o f nineteen point five per cent.

8 The population o f the United States is over two hundred and ninety-six m illion.

R e a d in g 1 Q Read the article a n d d ec id c if these sta te m e n ts a re ‘Right’ o r

‘W ro n g ’ If th e re is n o t e n o u g h in fo rm a tio n in th e article to a n s w e r

‘Right’ o r W ro n g ’, c h o o se ‘D o e sn ’t say ’.

2 T h ie v e s s t o le c r e d i t c a r d s f r o m a d a t a - p r o c e s s m g f i r m in A tla n t a , a R ig h t h W r o n g c D o e s n ' t s a y

5 in E u r o p e , t h e l:nv sa y s t h a t c o m p a n i e s m u s t h a v e p r o c e d u r e s to lo o k at h o w to p r o t e c t d a i a

6 In J a p a n , c o m p a n i e s d o n ’t h a v e t o tel! t h e p u b l i c i f t h e r e a r e a n y p r o b l e m s w i t h d a t a s e c u r ity a R ig h t b W r o n g c D o e s n ' t say

Q Look at the article again a n d correct a n y w ro n g n u m b ers in these sentences.

Hot data

Listening 1 T3 listen to a customer calling his bank and complete the information

WRS Bank PO Box 84

Current Account Statement

Listening 2 T4 listen to the second conversation Are these statements true or false?

1 M r C o n w a y ’s c r e d i t < a r d n u m b e r is 77299424 True 2 T h e e x p ir y d a t e o n h is c a r d is 0 7 /0 8

3 M r C o n w a y is th e a c c o u n t h o ld e r 4 S a r a h ofTcrs to t r a n s f e r 2 0 0 d o l l a r s to M r CxDnway's c u r r e n t a c c o u n t 5 T h e q u e s t i o n n a i r e is to c o lle c t d a t a a b o u t p e o p l e ’s s e lli n g h a b it s

Look at the advertisement It shows the services offered by a data-

protection consultancy Decide which service (a-h) would be svitable for each customer (1-5) There are three services that are not used.

Do you need expert advice in any of the following areas?

We can help you: a stop unwanted emails and advertisements (spam), b identify your company’s data-protection requirements, c check that your company knows about the latest data-protection laws, d design data-protection systems that are right for your company e arrange staff training about the importance of data control and protection, f check that the computers in your company do not have viruses, g input data safely and efficiently, h protect confidential customer information.

1 E liz a b e th M o r r is w a n t s h e r e m p l o y e e s to l e a r n a b o u t h o w to p r o t e c t d a t a , ff

2 K a rim S h a h n e e d s t o s t o p e m a i l s t h a t h is c o m p a n y d o e s n o t w a n t to re c e iv e

3 A n n a O ls o n w a n t s to s t o p o t h e r c o m p a n i e s g e tt in g p r i v a t e i n f o r m a t i o n a b o u t lie r c u s to m e r s

4 V ik to r O r lo f f t h i n k s t h a t s o m e o f t h e c o m p u t e r s in h is c o m p a n y m a y h a v e v ir u s e s

Writing Write a short letter (60-80 words) to Mr Newton, the Manager of

WKS Bank You do not need to include any postal addresses.

Etiquette

Listening 1 0 T5 Listen to a conversation in a restaurant Are these statements true or

A lis o n sees o n e o f h e r c li e n ts N ig e l w o r k s in t h e IT d e p a r t m e n t A lis o n a n d H o w a r d w o r k f o r t h e s a m e c o m p a n y N ig e i in v i te s H o w a r d a n d A li s o n t o l u n c h

Listening 2 0 T6 Q Listen to the conversation after the meal and answer the

2 In th e r e s t a u r a n t c u s t o m e r s a c a n s m o k e d u r i n g t h e m e a l, b c a n s m o k e c ig a r e tt e s b u t n o t c ig a rs , c c a n n o t s m o k e a t a n y tim e

D w ho says these things: Howard (H), Alison (A) or Nigel (N)?

4 N o t fo r m e , t h a n k s 5 Is it O K to s m o k e c ig a r s in h e r e ? 6 I’m a f r a i d n o t.

I anguage check Q Correct the mistakes in these sentences.

1 y o u lik e to g o to t h e c o n f e r e n c e in B ru ss e ls?

D Choose the best response to each offer or request.

* C o u l d I h a v e th e d a t a b y t h e e n d o f th e w e e k , p le a s e ? b a N o t a t a ll b C e r ta in ly , c D o n ’t w o rry 2 I c o u ld b r i n g th e file s t o y o u r o ffic e , a T h a n k s - t h a t ’s v e ry k i n d o f y o u b Yes. c T h a t w o u l d b e v e r y n ic e

W o u ld y o u lik e a n o t h e r c u p o f co fF ee? a I’m a f r a id n o t b N o t j u s t n o w , th a n k s , c N o I d o n ’t.

C a n y o u g iv e m e a lift t o t h e s t a t i o n , p le a s e ? a Yes, p le a s e , b T m p le a s e d to c Yes, n o p r o b l e m Let m e s h o w y o u to t h e c o n f e r e n c e r o o m , a O f c o u rs e , b Y o u ’re w e lc o m e , c T h a n k y o u W o u ld y o u s e n d t h i s b y e x p r e s s c o u r i e r , p le a s e ? i t ’s u r g e n t, a I’m s o r ry , I c a n ’t a t th e m o m e n t , b It i s n ’t p o s s ib le I’m b u s y c N o t a t th e m o m e n t , t h a n k s

Reading Look at these notes and messages For each one, which answ'er

Re: O rder vximber H 3 7^5 A^r Dav\sor\ phov^ed - par-t- of +hi 5 order 15 Please call h\s of-fice ur 0 ev^-i-i'^ - o s s o s q ^ u h -3 w h a t is th e p r o b l e m ? b a T h e o r d e r d i d n o t a r r iv e , b S o m e o f th e o r d e r d i d n o t a r r iv e , c S o m e m a c h i n e p a r t s a r e m is s i n g

3 G e o rg e h a s to a g o to a p a r t y o n 1 A p r il To: Ge.C'f^e b o r d e r n e w c lo th e s Telephone message from: c r e p l y b e f o r e 1 A p ril.

" w h e n t h e o r d e r is d e li v e r e d , w h e n t h e o r d e r is p la c e d , w h e n th e a c c o u n t s o f f ic e s e n d s a n in v o ic e

Hi Sean A\r Lopez, c^^lled \r\\s -fli0h+ ¡5 del^'^ed

He \s hiring a car bu+ vs/ili +ol