Business one to one intermediate teacher book

This is a useful guide for practice full problems of english, you can easy to learn and understand all of issues of related english full problems. The more you study, the more you like it for sure because if its values.

business

John Bradley Brian Brennan

How†o ask for something

This lesson practises polite and more direct ways of asking for things

et a boss a pay rise, a day off :

| abankmanager do loœn,d crecl† cord '

' a customer bank details, a cheque

: a colleague a calculator, a document i

' a supplier a quote, a discount

2 Discuss with the student the last time you both asked these people for something

Expressions

1 1.1 © Listen for the answers to the questions You could pre-teach invoice - a list of goods sold or work done that shows how much you must pay

Answers

1 Alvaro Gémez from Detecsys Systems

Susan Crawley is a customer

2 Alvaro asks for the payment of some computers Detecsys Systems supplied

Susan asks for a duplicate of the invoice and later she asks for more time to pay the invoice

3 Susan is polite because she wants Alvaro to give her company more time to pay

Alvaro is more demanding because he wants Susan’s company to pay the invoice now

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1 You work for a supplier of office equipment

business one : one

2 You are the boss of a small firm and you have arranged a training course for all your staff on Friday morning The student is one of your employees and has asked for that morning off

to sign some documents at the bank Suggest they sign the documents another day, so that they can attend the meeting

3 You are a ticket officer and the student wants

to buy a train ticket Ask what time the student wants to leave (rush hour trains are more expensive) and how they want fo pay

4 You and the student are colleagues You have been compiling a report together for head office, but you haven't finished your part because you've been off sick Apologize and promise to finish it before you go home tonight

1.20 The student listens to conversations replicating the speaking task, comparing the phrases the native speaker uses to their own

The student finds examples of the structures from the Language box in 1.1-1.2

Answers

: 1,1 I'd like to speak to Susan Crawley / Would

' you mind sending me a duplicate? / we’d

i like you to pay for the computers / we expect you to pay for the computers 1.2 |need you to repeat my last order /

I'd like a return ticket / I'd like to receive it

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The student writes an email fo Jack

Model answer Good morning Fran,

My boss Jack has to be in Milan on the evening of 10th February, so could you send me a list of the possible flignts he could take that day? He wants

to take the latest flight back to Madrid on 12th February, but we need to know what time it arrives

so we can send a car to pick him up Do you think you could also send me a list of prices for both journeys in business class and economy class?

Thank you for your help

Best wishes, Laura Hill

Starter

1-3 Student's own answers

Expressions

Ị Ask the student to study the reading text and the

_ notes Elicit the student's opinion of the importance

of the different problems

2.1 o The student listens and identifies the four problem areas that the consultant mentions You could pre-teach fo outline - to explain the most important aspects of a situation, founder - the person who siarts a business, fo recruit - to employ someone, and resources - the things or people you need to do something

; Answers

‘ 1 name of company -— change to something more international ' 2 sales manager obviously overworked

i - recruit new sales staff

: 3 company doesn’t use Internet at all

| — use as a marketing tool

‘ 4 reputation for top quality, but long delays

— reorganize production side of company

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Answers name of company : — change the name, not commercial enough sales and production meetings

:_— more frequent

staff don’t know what’s happening

| - do something about communication problems

:_ John Bruston MD

- 79 years old, get somebody younger company doesn’t use Internet at all ' — consider using it

! products old-fashioned

i: — employ new designer

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How to make suggestion

This lesson practises different ways fo put forward ideas

The student listens again to complete the sentences

‘| just feel I’m going nowhere in my job.’

Have you considered changing your job? What if you looked for another job? I’ recommend that you think about geiting a new job

Look

The student finds examples of suggestions in listening scripts 2.1-2.2

Answers

: 2.1 we would like to propose / we suggest / '

we recommend / our third proposal is to '

‘ 2.2 have you considered / what about / how —}

- Change class from Wednesday to Friday

- Change time from 8am to lpm The student chooses one topic and the person they will write fo and prepares a short email

Model answer

To: Course Director From: Tracey Chen

Is it possible to change the time and day of

my English class? Due to new work commitments,

| would like to propose that we change from Wednesday jo Friday ! would also suggest changing the time of the class from 8am to 1pm

Please confirm if this is possible

Thank you, Tracey

business one : one 5

ways of dealing with colleagues who

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: Possible answers

'_ They make personal phone calls in a loud voice

- Put the radio on

They arrive late and leave early

- Do the same thing

i They never return items they borrow

- Don't lend them anything

| They use bad language alll the time

i — Introduce a swear box

| They only talk about their children

: - Don't answer

They waste time and never get anything done

' - Shcre ou† your work

They smoke

- Suggest they smoke outside

i They never pay for drinks when you go out

- Organize a kitty before you leave

Expressions

3.1 © Listen first for habits, and afterwards for suggestions Then listen again to put a tick ora cross in the third column

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Answers

1 dialogue 1 Phil never pays for his lunch

dialogue 2 Michelle smokes in the office

dialogue 3 Juan shouts and swears

dialogue 4 Sue makes personal calls

2/3 dialogue 1 dialogue 2 dialogue 3 dialogue 4

Ask Phil directly for the money

: dialogue 1 I’d rather not

! dialogue 2 not sure / after alll

diadloögue 3 might work

: dialogue 4 agood idea

business one : one

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There are four situations to role-play here

Role-play help

1 Suggest arriving and leaving at the same time

2 Suggest covering your desk with photos of pets

3 Suggest refusing to lend anything to them

4 Suggest using headphones in the office,

Look

The student finds examples of reactions in 3.2

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Answers dialogue 1 dialogue 2 : I’d rather not have to do that

' dialogue 3 That’s a good idea / Yeah, let's! | don’t think that’s such a good

idea, actually yes, that might work, | suppose / i'd be better than doing nothing dialogue 4

The student thinks of ways to deal with the problems

Role-play the conversation between Charlie and Sam

Model answer Organize a workshop to explain how to use the new software, with an informal lunch afterwards

Negotiate with the smokers a suitable place to smoke where they won’‘t disturb their colleagues

Propose moving Richard or Sally to another department

The student writes a reply to the email

Model answer Hello Charlie, Just a few ideas to help you out

1 Why don’t you find out if the software people run courses and organize a workshop? People can ask questions and relax over lunch afterwards

2 I'd agree with the smokers on an area where they can smoke

3 Finally, how about talking to Richard and Sally about which of them to move?

Hope this is helpful

sam

1 4.10 Listen first for what was done well and

_ afferwards for the result You could pre-teach brochure - a free magazine, advertising a particular company and its services or products

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Answers

: 1 didloguel stand at the trade fair, good

location, looking after visitors '

dialogue 2 agood presentation on time

i management : didlogue 3 brochure and customer stories in it

‘ 2 dialogue1 lots of enquiries have come in, i

large orders from visitors to stand dialogue 2 colleagues have already tried out :

time-saving ideas

: didogue3 Paris office wants more brochures!

2 The student completes the sentences, then listens

to 4.1 again to check their answers

Answers

1 very pleased with

: 2 did very well

4 how much | enjoyed / great job

: § liked the way you

' 6 ‘ve done

Speaking

1 There are three situations to role-play here

Role-play help

1 You recently submitted a report to your boss

You haven‘t had much experience of report writing, so you weren’t sure what was expected You spent a long time deciding what key points to include You’re nervous about what your boss will say,

2 You joined the company a year ago and you've been working very hard over the past few months to get a particular company to sign a contract You know that the person who had your job before tried very hard too, but didn’t succeed You've spent time working out exactly what they needed and had several meetings at their offices Last week, finally, they signed Your boss wants fo talk to you

3 Recently, you've been working on the company’s new website You were very

pleased to be offered this task, as you have experience of website design and enjoy this sort of work However, it has meant hours of overtime and you're still very tired Some people in the company have seen the website, which goes live next month One of your colleagues wants to talk to you about it

2 4.20 The student listens to two conversations replicating their speaking fasks, comparing the native speaker version with their version

we've been quite busy

| dialogue 2 _ it’s quite difficult to remember

| was fairly pleased with it

It is a really big event for us, and it’s important that

we keep a high profile If you have time, it would

be really useful if you could write up your talk and participation for the newsletter Let me know if you'd like to do this The deadline would be the end of this month

Thanks again, Brian The student writes a letter to a member of staff Model answer

Dear Alex,

As you know, we recently had a very unpleasant case of theft within the business Many of us were aware it was going on, but it was very difficult to find out who was responsible Id like to inform you, that as a result of your reporting the incident, we have since saved a considerable amount of money We obviously had to ask that employee to leave, but I’m sure you will understand that that was necessary

I’d like to thank you for informing us

Yours, Jeff

business one : one 7

Ề How to criticize

This lesson looks at useful language for giving negative feedback to

colleagues

Starter

1 5.1 e The man has'been late for work again There

are a number of problems with how the woman _ talks to the man Her intonation is very negative

She doesn't give him time to explain She's quite rude to him ‘Just because you can't ’

2 5.20 She is far more sympathetic, but still firm She checks whether he has time to talk She

introduces her complaint, ‘I’m afraid it’s about .'

She asks if there is a specific reason why he is late She gives him the opportunity to explain

3 Student’s own answer

Expressions

1 5.30 The student listens first for who the people are and afterwards for what is being criticized

Answers dialogue 1 = A staff member is criticizing her

boss / a senior colleague

dialogue 2 A manager is criticizing the report

of a junior colleague

dialogue 1 The manager often interrupts his

colleague when she’s busy

dialogue 2 The report is too long and includes

too much detail

Some clients have your mobile phone number, which you're happy to use for work purposes

Your colleague doesn’t like not knowing what

to tell people who phone Perhaps you could suggest they pass on your mobile number to anyone who phones

business one : one

2 You hate wearing a suit and tie, so occasionally - when you know you won“† be meeting clients - you wear jeans to work, although you know you're not supposed to This time it was Friday, and you were only at work in the afternoon, so you didn’t think it mattered Accept the complaint and apologize

2 5.40 The student listens to the conversation replicating their speaking task, comparing the native speaker version with their version

so much information

so much detail nearly as long as that

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Writing

1 The student writes an email to their boss

Model answer Dear Angus, I'm writing as | am a bit disappointed with what happened during last week's client meeting

As you know, | have worked hard to keep these clients and | have built up a good relationship with them | want to point out that | was very unhappy when you spoke to me in the meeting in that manner

I'd be grateful if, next time you want to criticize what

| do, you do it in private and not in front of clients Yours,

lvan The student writes an email to all the staff in the sales department

Model answer

To all staff, I'm afraid we’ve had a complaint from our cleaning staff It’s about the dirty cups, etc that are always left in the kitchens

As I’m sure you are all aware, it is not their job to wash these Please, therefore, make sure that you wash up your Own cups and mugs

Thank you, Jim

e that the callers probably think they’re calling : their own country If they realize that they're ! calling India, they might worry they‘re being!

charged for an expensive international call :

Reassure them that they‘re not

e that she needs to get the right information

from the caller

e that she should keep calls as short as possible, though she should always be patient

e that if the caller wants to chat a little, she should be friendly but brief

e that when the light goes on, she has a call

When she presses the button, she’s connected

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Answers

1 The first caller's computer is new True

2 Having the caller’s password helps Rajiv to solve his problem False

C‘No, | don’t need that’)

3 The second caller can’t connect to the Internet False

(When | connect to the Internet, it works’)

4 Davina tells him that there is no immediate solution True

The student completes the sentences and then listens to 6.1 and 6.2 to check their answers

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far so good ! make sure they

1 The student explains how a work process functions

in their company, or how to use a basic piece of equipment Play the part of the new worker

You do the same, using the target language

Encourage the student to ask questions

= ừ.†o shov how to do something

This lesson practises:explaining things

Look

The student finds examples of the zero conditional

in listening scripts 6.1-6.2

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ó.] If they find out and start to get worried, just

tell them that they’re not being charged at i international call rates / All the answers are straightforward as long as you get the right ' information from the caller / If the caller wants to chat a little, then you can be 1 friendly / Now, when this light goes on, it : means you have a call / As soon as you i

press this, you’‘re connected '

When | type them, it says ‘user name or password incorrect’ / What happens if you i try to connect to the Internet? / When | i

connect to the Internet, it works / If you '

can‘t get† in†o your emdil, si,†here mustbe }

a problem with your email provider i

As you know, I'll be away next week, so I'd like you

to look after the website project If you open it, you can see that the links to the departments aren‘t working yet Make sure the other departments send all the information they promised, Watch out for any spelling mistakes and style problems As soon as it’s ready, contact Tomas

Regards, Andrei The student wrifes a note for a friend staying in their home

Model answer

Hi Clara,

| know you don’t like TV much but if you want to watch it, be careful to switch it off completely at night The stereo is easy - the power’s on all the time Just put the CDs back in the right pile - jazz, classical, etc Don‘t switch the computer screen off or on, just leave it, so all you have to do is push the big blue button on the CPU (the main box) Cheers,

Jo

business one : one 9

This lesson practises expressions to use when you are giving people

different jobs to do

job 3 national sales team meeting

job 4 5,000 more brochures need to be '

job 5 _ interviews for new sales assistant i

2 7.20 Refer to the short reading text Ask the

student to tell you what they think will happen at the meeting The student listens for the name of the person who will do each job and completes column two

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Answers job 1 Rob job 2 ~~ Arthur jjb3 David job 4 Monica job 5 Susœn

3 The student completes the sentences and then listens again to check their answers

Answers

1 could handle that '

2_ †o†oke ccre of

3 somebody to deal with

4 leave that with you

5 leave that to i

4 7.30 Before listening, ask the student how the

people at the meeting feel about the new tasks, if they have any problems, etc After listening, ask the student to play the role of Arthur with you as the only other person in the office The student should tell you about the different jobs and ask you to do them, using a different expression each time

business one : one

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Answers : Rob feels angry because he already has a lot of : work He doesn’t like the way his boss delegates

: work He is sarcastic about Arthur's decision to : go to Paris and then take a holiday

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Speaking

1 Student’s own answers

2 Ask the student to expand on the two lists giving you details about the different jobs or tasks You could even take the role of a colleague of the student and role-play a short conversation in which the student asks you to help with two or three tasks

Look

The student finds examples of expressions from the Language box in listening scripts 7.1-7.2

: Answers

: 7.1 Could you get Rob to do that? / Could you !

ask someone to go in my place? / you ' could ask either Monica or Susan if they '

i could look after that / we need to have some more brochures printed / I'll have Monica phone the printer’s /Can you get!

somebody from Personnel to deal with that? ! 7.2 | could get somebody to give you a hand /

i | need somebody to deal with brochures / ‘

i We need to get about 5000 printed / have i them do 500 business cards / Who are you going to get to go in David's place?

Thank you, Arthur Little General Manager

_ HOw to compromise

This lesson looks at how to negotiate a solution to a problem

Starter 1-2 Student's own answers

1 8.1 Listen first to understand the situation The _ student corrects the text, —

: Answers

: Ayse wants to talk to Derek, her boss, because

‘ today she’s reeeivec-etoter had a phone call ' from her family in Turkey, saying there’s a

! problem at home and they need her to come : home for three or four deys weeks Derek seers : doesn’t seem to understand her problem, and

‘ it’s ebusy-week the busiest month of the year

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2 8.20 The student underlines the answer

| Answers : 1 Derek will not agree to Ayse’s request i

i because he cannot manage without her / '

i he feels she is not being honest

: 2 Ayse’s main worry is her duty to her family /_:

| Qirfare if necessary, :

4 The student completes the sentences, then listens

again to check their answers

h Answers : 1 appreciate it from :

1 There are two situations to role-play here See the

model answers for Writing 2

2 8.40 The student listens to conversations

replicating their speaking task, comparing the native speaker version with their version

8.1 If you went for that long you’d be leaving

me in a terrible mess

If you went now, I’d be without my manager for ./ If | didn’t go now, what would | be? /

If it were any other time of the year, it would

be OK / Imagine if it were your family and you were in Turkey, what would you do? 8.3 If you went in four days’ time that would give us time to show the ropes fo

t '

:

' '

1 First of all, | hope you're alll settling in to the

company Here are a few tips on reaching

agreement:

Really listen to what the other person says

If you put yourself in the other person’s shoes, you'll be able to feel what they feel

If you want the other person to concede something, begin by conceding something yourself

Write down exactly what you've agreed

2 The student writes one email from Speaking

Model answers

1 Dear Alan, With regard to the delay in payment of our invoice, | do appreciate the situation from your point of view On the other hand, please understand that we need to get paid too As

we value your custom, how about if you paid 50% of the bill this month and agreed to pay the balance over the next two months? Would that be an acceptable compromise?

Hope to hear from you soon, Rita

2 Mr Patel,

| know this project is important for the company And | am prepared to put in some extra time, but if | were to work alll day Saturday and Sunday | would want to be compensated in some way So what | suggest is

- how about giving me four days of extra holiday after the project is completed?

Yours, John

business one : one

+

‘plans | ards for key

~ points You could pre-t quote - to tella

customer how much you will charge them for a job, service or product, launch - to make something available to the public for the first time, and sample - a small amount or example of something that can be tried to see what it is like

Answers

1 The company is moving offices

2 The company is launching a new line of sun creams aimed at teenagers

1 when they should move

2 which company to use

3 who is responsible for packing

1 aname for the product

2 the advertising agency they should use

3 the launch date

Make a general opening statement, e.g ‘Right where are we going to start with this presentation, then?’ This allows the student to introduce the three key points with the phrases from Expressions

business one : one

3 9.20 The student listens to the conversation replicating their speaking task, comparing the three key points used

4 Role-play the second situation with the student

Role-play help You and the student are planning the conference

Tell the student to make a general opening statement and then introduce the three key points using phrases from Expressions

Model answer Hello Rita, Just checking a few points concerning production

of the new scooter deluxe The first thing we have

to think about is assembly We need to use your factory in Gdansk as most of the parts are Polish

Secondly, distribution | think the best way to go is

to negotiate with a number of Polish firms and choose the best offer And finally, transport costs

What we need to do now is agree on a price and start negotiating on the accounting procedure

Best wishes, Jeremy

2 The student identifies the mistake in each case

Answers story 1 He didn’t know the store was holding a convention of store detectives

story 2 He forgot to organize distribution

3 Ask the student to write a short story about a mistake they made using the texts as a model

iSCUSS different ways of working out schedules,

ae €.g bosses imposing a deadline, fixed schedules

_ due to season, sales targets, trade fairs, customer

requirements, eic

~ Discuss with the siltteäi EEBlem: you've had with

deadlines You could also discuss sectors where timing is fundamental for the business, e.g

advertising, publishing, building

Expressions

10.1 o Listen for the progress made on the campaign You could pre-teach some adveriising vocabulary, market research - the process of collecting and analysing information connected with selling goods and services, media - the main ways that large numbers of people receive information and entertainment, pifch - talk or arguments used by a person trying fo sell something, provisional date - an arranged, but not yet definite, date

: Theyve met the managing director of Italcafé

' They’ve done some market research

They haven’t seen the creative team's ideas

1 They’ve decided which media to use '

: They've arranged a date for the presentation

Discuss whether the speakers seem happy with the progress

Answers They both seem happy with the progress, although Heather is obviously a bit dissatisfied with the creative team

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1 give me an update / going quite well

2 are you getting on with

3 in the process of speaking

4 already made a provisional date

marketing campaign to promote your company

Using the language from Expressions, ask the

This lessdff looks at different ways of talking about the progress of a

project

student about their progress with the telephone promotion, the email promotion, and the mailing 10.2 0 The student listens to conversations replicating their soeaking task, comparing the native speaker version with their version

: Answers + The speaker is not happy with the progress The i campaign isn‘t progressing as planned '

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Look

Ask the student to underline the examples of the present perfect used with adverbials in 10.1-10.2 Answers

10.1 we've already met the managing director / so far he’s agreed with everything / we've just got the results back / Have you decided which media you’re going to use yet? / up to now, we’ve only managed to contact two of the television companies / we've already made a provisional date 10.2 they haven’t arrived yet / I’ve sent about twenty emails so far / up to now | haven’‘t had any replies

There are two examples of meet a date / target 10.1 they haven’t met the date again

10.2 | haven't really met the target

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I’ve already got most of the photographs of the new products and I’ve written nearly all the

product descriptions | should be OK with the lay

out pages, as most of them have been done However, I’ve got real problems with the rest So far only 40% of the images have been prepared for printing and I’ve only managed to check about 10% of the text up to now I’ve ordered the paper, but it isn’t here yet Do you think you could get someone to give me a hand with this?

Best wishes, Ulrike

business one : one 13

~ How to report success

“This lesson practises different ways of announcing positive results

Starter oo

1 Student’s own answers Elicit as much detail as

Ossible Ask the student to give you figures and

dates where possible —

: Answers

' 1 A presentation of the sales figures for the

Home Sales department

9 Around October - the figures for the final quarter are forecasted sales

' 3 No.The figures are disappointing The department hasn’t reached its target

2 Listen again to 11.1 The student notes down the missing information for Home Sales in the spaces

on the chart

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: Answers : Jan / March 12.6%

© Apr / Jun 5.4%

: Oct / Dec 4.7% and 7,050 units sold

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3 11.20 Listen to the second part of the meeting

The student notes down the missing information for Export Sales in the spaces on the chart

1 I'm very pleased to say

2 over / in the history of / great result

14 business one ; one

If you feel the student needs help with saying percentages, large numbers, and decimals, then cover the contenis of the Hint boxes before this activity

Model answers I’m pleased to say that sales have been very good this year

I'm delighted to tell you that our profit margin has increased by 1.3% to 9.7%,

Client satisfaction is now 95%, which is a fantastic performance

Look

The student finds examples of the past simple and present perfect tenses in 11.1-11.2 Check that the student can refer to the ‘open’ and ‘closed’ time concepts Ask the student to explain why the different tenses are used

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11.1 it’s been a strange year so far / sales were very good / they went up / we sold / the next quarter was quite slow / this last third quarter has been a bit better :

11.2 the first two quarters this year were i

excellent / the sales figures have just come in / we have been able to sell / the!

department has been working / we have!

done really well / the new Madrid office '

has increased its sales i

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Writing

1 The student has to write a short report on developments in ABC Ltd using the information in the Speaking section Plan this with the student before they write

Model answer This has been an excellent year for ABC Ltd We have reached our target for the year and sales have increased by $2.5 million over last year Our profit margin is now 9.7% and our productivity has increased by 8% We have been able to sell 37,350 units, an increase of nearly 6,000 units Both employee and client satisfaction have improved considerably, which is a fantastic result We have reached our target for new clients and we have been able to reduce our average delivery time

by three days, one day better than our target of twenty-two days Overall, | think the results are very promising

~ How to make excuses

This lesson looks at polite ways of explaining problems, delays, and

mistakes

Starter

He thinks making excuses is a waste of time

2-3 Student’s own answers

_ Expressions

12.1 © Listen first for problems and afterwards for excuses You could pre-feach brochure - a free magazine advertising a particular company and its services or products

Answers

! 1 dialogue 1 The speaker failed to get to a k

meeting yesterday

dialogue 2 The worker is late

dialogue 3 There are three spelling

mistakes on the brochure cover |

: 2 dialogue 1 The speaker was having lunch

i and waited ages for service

dialogue 2 The bus broke down

dialogue 3 Sue was supposed to check

the cover and she was sick

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Student's own answers

Discuss how each problem could have been prevented using past modals

Answers

: dialogue 1 Because they knew the lunch was _:

' happening, they could have made a note to : say the speaker would not be able to come :

dialogue 2 The employee could have got an earlier bus so they could get fo work even if

i problems happen They have been late _ before, so the problem is not just the bus

: dialogue 3 They should have given clear ' instructions to another employee to check =:

i the cover or waited for Sue to return from sick leave before printing the brochure

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Answers

:T WQ§ going †o / one thing led to another

‘ 2 never going to / never happened

3 was supposed to / could have happened

pay the money directly into your account Give them a bank name, account number, and sort code

2 You have received a letter quoting prices in euros but you expected it in dollars The figure is right so it just looks like an administrative error You are happy

To accept the letter if your business contact can

fax you a message with the correction

12.2 0 The student listens to conversations replicating their speaking task, comparing the native speaker version with their version

British English uses day / month / year, whereas}

American English uses month / day / year i The man who shot his laptop must have been having problems with his computer for a long

time before he finally ‘snapped’ i

to find another venue

An American man was working on his computer in his office It kept crashing and he was becoming more and more angry with it Eventually he went into the bar next door and told customers to cover their ears because he was going to shoot it He went back into his office and shot the laptop four times He told people that he was feeling frustrated with the computer and that shooting it seemed like

an appropriate response

business one : one 15

3.1 o Listen fitst for general information You

ould pre-teach fo afforé=to have enough

money to buy or do something, and fo get rid of something - to dispose of something

Answers

' 1 husband and wife or a couple

; 3 they'll probably buy a new car and cancel ' their holiday in Miami ' The student listens fo 13.1 again and completes the sentences

a situation and make a conclusion Listen first for the answers to the five questions

' Answers

‘ 1 He thinks they have a problem with JPC, an

important client

! 2 Aliis more worried than his boss i

: 3 He thinks they should organize a meeting to discuss the problem : : 4 They’re going to study the question seriously :

5 They'll have to open a plant in China

The student listens to 13.2 again to complete the sentences

Otherwise much choice

Fe ee rn non” An cm mm HH mm HH” mm HH HH mm cm em HH HP mem HH mm mm" mm mm mm mơ nen mm c—

Study the instructions for the second role-play with the student You may like to cover the contents of the Language box before you do this activity Role-play help

Get the student to use all the suggested reasons Remember - you are not very keen on trade fairs Stands at trade fairs are very expensive and you are not convinced about the results you can get

13.2 If we don’t have a factory there they’ll

i look for another supplier

' Unless we can supply them from within China, | think we'll lose them

Bm ee ee a a ee i a ee ns

Writing

1 The student writes a short email to their boss, explaining why if is necessary to have a stand at the trade fair Try to combine ideas from Speaking with language from the Language box

Model answer Dear Chantra,

| think we should have a stand at the trade fair next December If we take a stand, we will be able

to show our products to a large number of potential clients Otherwise, we will have to visit clients individually and that will be more expensive In addition, if we go to the fair, we will

be able to see the new developments in our

market

Can we meet to discuss this?

Regards, Kantathi

Main advantages and oes:

Fone of voice, eres body o You can

~ discuss details and check them easily You need

to be well prepared It can be disruptive, requires time and effort, and may incur costs

On the phone: Communication includes words and tone of voice, but not body language It may be difficult to reach someone on the phone who’s very busy

Email: It’s very fast and cheap You don‘t interrupt anyone and can contact them any time You can plan what you want to say and can answer when you are ready You can attach documentation Because you cannot see or hear the other person, there is no intonation to help communicate the message

Expressions

1 14.1 © The student listens to three conversations

The first is a phone call, the second a meeting, and the third a phone call You could pre-teach server - a computer that controls all the compuiers in a network, and fo courier - to send something by special delivery

2 2 Adam offers an updated version of the content management toolbox, at price band B, within two months

3 Adam offers to install the toolbox at the end of next month, at price band C, but with less functionality

3 the time it’s taking for

4 could! suggest we meet

5 time’s our priority

6 can you get back to me

7 best means of contacting

8 away from my desk

Be ee ee ee ee ee ee ee ee eee

How TO deal with people off-site

“This lesson looks at different phrases for liaising with clients and

The advertisements were due to be sent back

to the client three days ago, but unfortunately one of your staff has been off sick and you were away The client now phones to ask when they are going to be sent Apologize and say that you can arrange to get them to the client by 12.00 tomorrow by courier

2 You have a meeting with a potential client

Your company offers training courses on communication skills, customer services, leadership skills, etc You are running a lot of courses over the next six months, but after that you could help out on this enquiry Your courses are usually quite expensive, unless they take place midweek

Look

The student finds examples of reflecting on the past in listening script 14.1

: Answers i : you must have called during our monthly update ! : meeting / it could have been because of some ! : problems / we shouldn‘t have turned down your Ì

‘offer / it must have been too expensive / it might

: have arrived already

be em eee

Writing

1 The student writes an email from Adam to his colleagues to update them on the situation with Mansoor

Model answer Dear All, I've recently had a number of meetings with Mansoor from Frozen Foods Fast about his website, Firstly, he wants all changes to the site done as fast as possible Our servers are now working well, so please respond to his requests promptly

He also wants to add new sections to the webpage himself with the content management tool box I’ve sold him However, we have to install this by the end of next month Could we meet next week to discuss this?

Please get back to me and let me know

Thanks, Adam

business one : one 17

arter

he cartoon shows that it is sometimes difficult to

inderstand new technology and jargon

‘© explain what things were like

before these developments

Expressions

1 15.1 o The student listens first for general information

Pre-teach prototype - the first version of a new product, sample - an example of a product that you can fest or use, and besiseller - a product that has the best sales in a company or in a market

Answers

1 The new A471 model, which is now ready and has passed all the tests

2 He thinks if will be a bestseller in a short time

The student listens to 15.1 again to complete the sentences

Answers

‘ an excellent piece of news :

' great pleasure to announce

15.2 0 Go through the instructions and questions

Pre-teach the words highlight - pay special attention to and slimmer - thinner The student listens and completes the sentences with the missing information

Answers

140 grams 10x 4x2cms

5 gigabytes 15.3 o Ask the student to predict what the salesman

is going to say and then listen to the conversation

Answers

: 1] the new A471 at a lower price - 10% cheaper :

: 2 visit the client at 10.00 on Friday morning The student listens to 15.3 again to complete the sentences

business one : one

ounce a new product

ris lesson looks at ways to give news about a new product

it’s much lighter and smaller / a far bigger

memory / a lot more memory power /

a much better price / around 10%

cheaper / a bit earlier

Model answer

Dear Tony,

| have some good news for you! Our new production line is now operational, This means our delivery time will be much quicker, probably less than twenty days We also have a much bigger capacity than before When could you visit us to see the new line?

Regards, Sam The second email is from Peter to his client, Chris, about the A471 If necessary, listen to recording 15.3 again

Model answer

Hello Chris, Our A471 model is now ready It’s much smaller and lighter with a lot more memory than the old A47.| can also offer a much better price - the A471 will be 10% cheaper! Let’s meet and discuss this soon Is Tuesday at 10.00 a good time?

Regards, Peter

Dow to feed back on a project

‘This lesson looks: at useful phrases for giving and getting feedback

on projects

Starter

1- 2 Student’ $ own ‘answers

Expressions ate

_ the listening script comprises two conversations

‘You could pre-teach loop video clip - a short video which continues non-stop

16.1 o Listen and note down how successful each item was, and any suggestions made for next time

Ce ee ee nr ee ee eee ee eee eens

1 more than last year get more people to sign up

' 2 attacted big crowds / helped sales

i promote with big posters

: 3 many thrown away better distribution / not enough

16.20 Listen and note down how successful each item was and any suggestions for next time

: Answers

‘ 1 very good / ran out of Japanese drummers | match CDs with performers / order double

: next time :

! -2._ less familiar music didn'† sell well

: have listening posts at stand

3 worked well / promoted DVD sales

more screens ‘ The student listens to 16.1 again to complete the sentences

Answers

1 could you check up on

2 thing we must rethink

3 think it through The student listens to 16.2 again to complete the sentences

Answers

1 could go through

2 let’s take a look at

3 we need to make sure

Look

The student finds other examples of the third conditional in listening script 16.1 and 16.2

Ce ee te ce en el ak te xem ng

16.1 | would have done it this morning if |

' hadn‘t had a last minute phone call '

i If I’d been more insistent, | could have i asked a lot more people to sign up i : lf we d been more specific about , it wouldn‘t have happened

: 16.2 If we’d had more listening posts, we would!

have sold much more this time '

We had a lot of visitors to the stand, especially on the first day Most people were interested in the sample materials We should have taken more, because unfortunately we didn’t have too many

to give away I'll think that through for next time

Let me know if you want more details

Julia The student writes an email about an event they attended

Model answer

To organizers and future participants!

I’ve just spent a great week up in the Tatra mountains The one-week Course on communication skills was fantastic If ‘d known it was going to be so much fun, I’d have taken my colleagues! The trainers were very professional and approachable We had lots of social events in the evenings, including a folk music night (1 would have preferred it if we hadn’‘t had fo join in the dancing))

Thanks for a great week!

Alison (Bristol)

business one : one 19

expand the office, organize shift work, implement

ot-desking, flexible working, etc

7.10 Robin is discussing problems with his sales team The student writes down problems and possible solutions

Fe ae ee a em ee mm HH mm HH am

send in on email next day

Se ee ee eee eee ee

: Answers

: problem 1 too many meetings

‘ solution cut the number of meetings to!

just 1 or 2 per month ;

: problem 2 coming into the office after a

i long day to write up the reports

‘ solution write up reports from home, and!

2 17.20 Robin presents the problems and possible solutions The student should identify the concerns that management bring up

e working from home is not a good idea as it’s difficult to trust the employees to work at home

e access to the computer system from home

e area used by the sales team would be wasted

3 The student listens to 17.1 and 17.2 again to complete the sentences

Suggestions could include having one person responsible for finding out on a regular basis what each department needs, keeping records of what is in stock, and what is used, making sure departments aren‘t doubling up

on requirements, setting up a system for recycling paper, and photocopying onto

‘scrap’ paper where possible

business one : one

2 Elicit areas which need consideration from your colleague These could include location, office space, image, costs, transport, staff, etc

2 The student presents the ideas to the team

i | could send the sales data, which | can

do in the evening (adding information) 17.2 flexible working hours, which | touched on last week (adding information)

spend nearly all day on the road, which is all very tiring (adding information)

i they're getting more unhappy each week,

which is why I'd like to (reason)

they do some of their work from home, which | know (adding information)

' just one meeting a month, which will really

i help (adding information)

As for the amount of waste paper, would it be acceptable to place scrap paper in boxes provided by the printers and photocopiers, and

to use this when possible?

Thanks, Susanna

2 The Management Team, Further to our meeting last week, I’d like to give you suggestions on relocating to Austria

The best option would be somewhere not too far from Vienna Property prices are much cheaper outside the capital and transport facilities are excellent An option could be Linz

Staff recruitment could include advertising in Bratislava, Slovakia, where labour costs are lower, but experience and knowledge of foreign languages are excellent,

I'd be grateful if you could consider these ideas

Yours, Anna

“questions he

Answers

1 diversifying / food packaging

2 Steve - against, Malcolm - neutral

3 To put together a business plan, with reasons why the company should diversify

The student listens to 18.1 again to complete the sentences

Fm a ew ee ey

1 all due respect

2 and large | agree

3 You've got a point

4 could be right

5 can’t agree with that

6 I’m not convinced yet

Bt ee ee em me ee ee ee ee eee ee eee ees

Fe ee em em ee ee ee ee eee meee

:_ Agreeing - by and large | agree

i you've got a point

‘Being neutral - Magda could be right i

i I'm not convinced yet '

' Disagreeing - with all due respect

| can’t agree with that

Be ee me eae ea eee ee ee HH HH.” TH a mm SH mm mm mm mm mm mm Ế

Speaking

The student pauses (or you pause) 18.1, and interrupts with their opinion, trying to use the target language where appropriate

Discuss some of these topics or ones suggested

by you or the student Remember not to stop this dialogue, but to stay in character until the end, so try to resist the temptation to interrupt, saving correction for the end of the activity

Noun + verb financial situation sorted out stay profitable / doing badly Verb + noun

doing some thinking / looking for opportunities / risk everything / dismiss an idea / consolidating our market / making a profit / put together a plan / come up with reasons

Adverb + adjective totally different / whole new / completely new / very established

Collocations with common verbs borrow money / have a good look at something / make a decision

Rm Re Re ee em eR ee mee me eee em

‡ '

ì ' '

i

3 '

1 The student writes a clear, opinion-based text in

an appropriately formal or semi-formal style This

is an opportunity to use some of the target language The task could be done in class or for homework, but make sure you provide feedback

Model answer Dear Sir / Madam,

| read with great interest the article last Friday about company cars With all due respect, | think the writer is being naive if they think that people will believe that company cars are such a problem By and large, people with company cars don't get rid of them Often a company car means free petrol too and if something goes seriously wrong, you usually get a replacement quickly | strongly disagree with the writer Most people with expensive company cars can and do relax in them Wouldn’‘t you?

Alan Walker

business one : one 21

The student answers the questions

1 range of prices / different cooking times / different loaf sizes / more extras in some retailer RRP = recommended retail price (to the public)

3 Student's own answers

ee a ee en ee mt

2 Trade price = price from wholesaler to

2 19.1 0 The student listens to complete the table

Answers : Model Final price Quantity '

€36,000-42,000 The job involves working Saturdays (75%+ in the first six months, then 25%-50%), managing a large shop, and relocating to another continent for two years, possibly after six months Free accommodation and one free return flight per year would be provided

Interviewee You are being interviewed for a job you really want,

as a shop manager for a large international chain

However, they want IT skills that you haven’t got If you do some training, they should pay You want a salary of €40,000-45,000 The job involves working Saturdays, managing a large shop, and possibly relocating for a period Wnen? Where? For how

business one : one

_ How t6 use Vague language

‘This lesson looks at how to avoid using direct language

long? Would they provide accommodation, flights home for you and your partner, a car, insurance, a pension scheme, and schooling for your daughter?

19.20 The student listens to a conversation replicating their speaking task, comparing the native speaker version with their version

Look

The student finds examples of vague language in listening scripts 19.1 and 19.2

: Answers :

: 19.1 lm no†reclly sure how mơny we wOUuld sell / :

a lot will depend on the price /Mmm —! : maybe / I’m not sure this idea would work / !

: we might have stock that we can’t sell / it

i all depends on whether we can find a i

good price / I’m not sure whether we

want to order / we might stock them /it ; depends on the sales

| mean, maybe / it really depends on : whether my partner is ready / we might be :

i able to arrange a package / maybe that’s a good option / but alot depends :

on whether / I’m not sure we’d pay for your partner

Should | contact the accounts department or would you like to go through my payslip with me?

Best wishes, Alex The student writes an email to explain that the order is more than the company can supply

Model answer

Dear Mr Luhman, Thank you for your order for 250 KR 250 and fifty KR

350 breadmakers However, I’m not sure we can supply so many at such short notice We will do our best but it will depend on whether our factory in Germany can get stock to us in time Would it be possible to give us ten additional days?

Yours, Mike Wise, Customer Services

How,to run a meeting

This unit looks at expressions used for running a business meeting

The chairperson didn‘t control the ị picture 2

meeting appropriately

picture 3 One of the speakers was boring

picture 4 One of the speakers couldn’t get

his presentation to work

Discuss with the student ineffective meetings you have aitended

meeting 2 The meeting is effective

2 meeting] The chair makes no attempt to _ control the meeting and allows:

i everybody to talk at once '

i meeting 2 The chair starts by statingthe | ' objectives, explaining the '

timing, and inviting the first k

The student role-plays an opening speech to the meeting using the phrases in Expressions

Model answer

‘Right then, | think we should start Now, as you all know, we are here to discuss how we could possibly reduce costs in the IT department As you can see, there are three items on the agenda and we're going fo try to stick to these as far as possible

Beatrice, could you start by telling us about the current running costs of your department?’

Look

The student finds examples of verbs followed by another verb in listening script 20.2

Answers let’s try to stick to the agenda / start by telling / thinking of doing / to prevent this happening / need to ask staff to bring / make people think twice / need to discuss this / can’t afford to keep / advise against outsourcing / could consider employing / remembered to ask / to stop taking their holidays / tried telling them / let’s go over

a ee ee 0 owe tom ene nn wa eh On Oe oA te or

Writing

1 Elicit the concept of the minutes of a meeting by asking the student these questions: What’s the name of the document that records what was said in a meeting? Do you ever have to write minutes in your job? Do you always receive minutes after a meeting? Discuss the typical features of minutes, e.g the use of initials instead

of complete names and the use of reporting verbs such as oufline, point out, remark and agree The student writes the minutes for the meeting in Speaking using the notes given

Model answer Minutes Managers’ Meeting 3'¢ March 2006 (Head Office)

Participants: BM, NW, AS

BM outlined the main expenses in the IT department: the rent paid for occupying the entire fifth floor of the building and the salaries paid to staff

AS pointed out that the rent paid by IT would be cut by 30% if they moved to cheaper premises on the outskirts The alternative would be to

restructure IT by cutting the staff by 10%

NW remarked that it would be very expensive to make 10% of the staff redundant as many employees have spent many years with the company Therefore the cost of redundancy payments would be expensive

business one : one 23

24

How to defend an idea

This lesson looks at different ways of supporting an idea

Starter

_ show paintballing, sailing, watching horse racing,

and an assault course Discuss with the student the advantages of each activity and ask them to

choose the best one for their company

2-3 Student's own answers

Expressions

1 21.1 o The student listens first for Luke’s proposal and his arguments in favour of it and afterwards for the arguments of his colleagues against his idea

' Answers '

' 1 Luke proposes a team-building weekend

! 2 His argumenis in favour œre - †o ledrn to communicate better with colleagues / to get

to know the other heads of department better / to improve company efficiency / to

| learn from each other’s experiences

: 3 The arguments against are - the heads of i

i department don’t need to get to know each |

i other / colleagues would have to give up i : their free time / the cost would be too high :

Ne ee ee ee a a a ee HH Am HH tem cm HH ƯA Em TH Ơn mm”,

1 I’m sure you must see

2 tobe frank

3 glad you've brought up

4 I’m quite sure

5 don’t you see

Possible answers Advantages - colleagues would be sharing an exciting experience / the trip would be a challenge / colleagues would be working together in a completely different environment

Disadvantages - many potential disasters, e.g

bad weather, crash landings, the organization of

so many balloons would be complicated, some older staff may not be fit enough to go up ina hot-air balloon

Sa ee ec kk eH Fn ee ee eo eo ke mm mm mm mm ow em me a ah

business one : one

2 Role-play the situation with the student

Role-play help You are an employee in the company celebrating its twenty-fifth anniversary and the student is a member of the social committee organizing the event, You do not like the idea of the trip ina hot-air balloon for a number of reasons, including some of those listed above Complain to the student and try fo persuade them that they should change their proposal

21.20 The student listens to a conversation replicating their speaking task, comparing the native speaker version with their version

What are the two possible social events?

Why can’t the company do both?

Which event do you have to defend in your email?

The student writes an email defending the idea of

the team-building weekend using phrases from

Expressions and the Language box

Model answer

Hi Kevin, Not an easy choice here, but | honestly think we should go for the team-building weekend The staff have been really down since we lost that big contract and this is just what they need to take their minds off it Basically nobody feels like celebrating right now, so quite frankly | think the party would be a disaster | can truthfully say that this team-building weekend is just what we need

to get rid of our frustration and start focusing on the future again

Hope I've managed to convince you

Best, Amaya

22 lo The student listens first for general

~ information Pre-teach PR - public relations and waste time - not use your time well

Answers

1 He works in PR at PJK Ltd

2 He’s showing a group of people round the factory

3 Not very well, he is impolite and seems a little

Rew ee ee meme ee ee ee ee ee ee eee

The student completes the spaces with a number, one to five, to show the correct order

Fm es tied et ssf nw etn fr ete et mt a et Xa Ơn Ơn vn Am oe Se Nt a a at oe ee ee

Answers

We can‘t waste time! 5

Oh, you weren’t listening, then? 3

Be quiet please! 2 Thanks for coming 1 Got that? 4

Le ee ee ee eee eee eee

Elicit more polite or formal ways of saying the five things that Tony says

FA a ae a ae a ee ae a oo a tớ

Possible answers

We don’t have much time

Perhaps | didn’t explain that clearly

Can | have your attention, please?

[d like to thank you for coming

Is that enough information?

Dee ee ee ee ae ea a we ee ee ee ew eet

22.2 0 The student listens and compares what Alvaro says with their suggestions in 3 Pre-teach casks - large barrels for wine or beer, appellation

of origin - a specific place or area where wine is made, and oak - a type of wood

The student listens fo 22.2 again fio complete the sentences

HT TH ee ee ce soe sn 49 99 l9 MP (BƠ n9 tk: a a Ft 0H 0ý 0H 4H

Answers

1 I'd like to thank you for coming today

2 I'd like to / My name’s

3 |am only / to answer any questions you may have

4 Ihave to

5 |hope you have / your visit

6 and!/a safe and pleasant journey home

1 Student’s own answers

2 Student's own answers Give the student time to prepare their answers Then exchange your opinions

Look

Go through the examples of relative clauses from the Language box and ask the student to find examples from listening script 22.2

‘ the casks we use / the storage room where we

: keep the casks

Writing

1 The student writes a short script for a visit to their company Prepare this carefully with them You may like to read the listening script of 22.2 as preparation for this activity Ask the student to make notes about the language they are going

to use, using the points suggested

Model answer

Good morning everybody and thank you for visiting us today My name is Toby Howick and I’m the sales manager of Top Golfing As you know, we manufacture special clothing for golf players | hope you will enjoy the programme we have prepared for you today Firstly, we will see the production area where we make the different articles Secondly, we will visit The company showroom where you can see the finished products Finally, we will be serving coffee in the 19th Hole coffee bar on the top floor, During our visit | will introduce you to Phil Ladbbrook, our marketing manager, and Olivia Smyth, our chief designer Please be careful when we visit the production area There are yellow lines around the different machines Please don’t go inside these lines as a safety measure Top Golfing was set up in

1985 and is now the leading company specializing

in the production of top quality waterproof clothing for golf

ˆ

+

business one : one 25