1 Progress test

Working with words Business communication skills

Complete these sentences with words from the list. There is one incorrect word in each phrase. Underline it
and write the correct word at the end. See the example.
innovation rapport tradition principles
My name’s Peter Dill and I work to BNI. for
reputation professionalism extravagance
15 I have given your name by a colleague of mine.

1 Our famous____________________ with customers is built

16 Hello, I call about the email I sent you.
on good quality and a fair price.
17 I wanted to see if you are still interested of my proposal.
2 I don’t think he has an y____________________ As long as it
makes money, he’ll sell it. 18 I suggest we meeting to discuss things further.

3 Ongoing staff training is crucial in order to maintain a 19 Can you tell me how I go to your office?
high level o f _____________________
Complete this conversation with phrases a-e. Write the
4 Buying this brand new car was a n ____________________ , letters in the spaces.
but it’s good to spoil yourself sometimes.
a Whatever’s best for you.

5 The company needs some fresh ideas and real b I’ll email you a map with directions,

to bring it into the 21st century. c Let’s say, provisionally,

d See you next week,
6 I’m sad he’s going. We had a g o o d ____________________ e Is it best by taxi or public transport?
and relationship, so I liked doing business with him.
A When would you like to meet?
7 If we stretch the brand to appeal to a younger market, we B 20___ Wednesday at 2.00.
might lose the customers who lik e____________________ A Fine. 21___
and have always chosen our products. B Can you tell me how I get to your office? 22___
A Public transport. There are trams to the centre every five
Replace the words in bold with words from the list. minutes. 23___
B Great, thanks. 24___
expensive complex positive suspicious
practical over confident wary
Language at work
8 Why are you cautious__________ about employing her?
Complete these sentences with the present simple or
present continuous form of the verbs in brackets.
9 I like the functional___________ design. There’s nothing
too showy about it. 25 W e ____________________ (currently / update) our website.

10 The second candidate seemed a little too arrogant 26 The bus_____________________ (leave) every half hour.
for working in a team.
27 Online ordering____________________ (become) more and
11 Feedback on our latest line has been favourable more popular with many of our clients.
from nearly all our markets.
28 Let’s talk again when I ____________________ (get) back.
12 I’m a little mistrustful___________ of this applicant. He’s
29 The department____________________ (work) harder than
only 20 but says he’s been a CEO!
normal because two people are off this week.
13 Buying that subsidiary could turn out to be rather a costly
30 Yes, I ______________________ (remember) you told me.
mistake.

14 That was a rather complicated _ explanation.

R e s u lt_____________ / 30 marks
Can you say it in simple English?

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 2 Progress test
Working with words 18 I did my degree at Boston University. ___

19 I’ve heard the speaker has cancelled. Is that true? ___

Complete these sentences with words from the list.

20 Sorry, I don’t have time to chat at the moment. ___

rewards schemes recognition motivate
performance achievement morale a Oh, I’m so sorry to hear that,
b That’s amazing!
1 One way t o __________ staff is to simply give them praise. c What a coincidence! So did I!
d Actually, I’ve been to a few, but not this particular one.
2 Winning this contract is my biggest__________ so far.
e That’s OK. Call me tomorrow,
3 I don’t feel I get any_________ _for the work I do. No one f Hello. I’m Frank,
ever says how well I’ve done. g Apparently, yes.
h No, not at all. Catch you later.
4 Maybe you’d boost staff_____ __by holding some team
meetings and offering some incentives.
Language at work
5 We need to improve the overall________
department - w e’re quite inefficient at some things. Put these words in the right order to make questions and
write them in the conversation.
6 The company offers a number of incentive________
21 spent you China much time in have
For example, we give bonuses to effective employees.
22 you who told

7 Getting staff to work harder isn’t all about money. There 23 Jem do know you

are a number of non-cash___________ we can use. 24 that Randall and Sons was with
25 India you from aren’t you’re

Complete the missing words in these sentences. 26 did she where from come

8 I think all our staff feel v_ _and appreciated. A So, 21_________________________________________?

That’s why they stay working here. B No, only a few weeks. Before that I was in India.
A Yes, I heard.
9 The best benefit of my job is the company c_
B Really?22_________________________________________ ?
It saves me a lot of money on travel.
A Your colleague Jemima.

10 Giving positive f_ ____and saying things like ‘Well B 23_______________________________________ ?

done’ and ‘Good work’ can be simple but effective. A Yes, we both began with the same company.
B Amazing! 24_________________________________________?
11 My company pays 30% of my private pension p_________ A It was. Anyway, 25______________________________________ ?
B That’s right. My father was Indian and met my mother.
12 I have a low salary but I receive some perks and benefits
A 26_________________________________________ ?
like private medical i__________
B Ireland.

Business communication skills Complete the question tags.

Match 13-20 to a response in a-h. 27 It’sAnthea,__________ it?

13 You don’t mind if I go and get myself a coffee? ___ 28 The speaker wasn’t very interesting,_________ he?

14 I’m afraid I’ve been a bit unwell recently. ___ 29 You haven’t been here before,__________ you?

15 Hi, I don’t think w e’ve met. My name’s Gertrude. ___ 30 Everyone liked the entertainment, _ . they?

16 Is this your first conference? ___

Result - . / 30 marks
17 Apparently, there’s over 3,000 people here! ___
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 3 Progress test
Working with words B Everything’s gone well. No major problems.
A 16____________________ are you with the final design?
Choose the correct answer from the words in italics. B Well, w e’ve hit a slight problem with the colour.
A 17____________________ you mean exactly?
1 Everything’s going according to plan and w e’re even
B Two of the focus groups don’t like the range of colours.
ahead o f / behind schedule.
A Which ones in particular?
2 I’ve looked at these figures and you’re over / within B They say the green is too light, the white looks like the
budget. How do you plan to solve that problem? main competitor’s and the pink isn’t bright enough.
A 18___________________ saying is they don’t like any of them?
3 Your lack o f / upfront planning shouldn’t result in a later
B They all like the blue one.
breakdown of the project.
A 19____________________ changing them?

4 To avoid delays, we mustn’t miss / make the deadline. B That’s not an ideal solution. It would put our schedules
back. W e’d have to postpone the launch.
5 I’ve run out o f / into some money. Can you lend me some? A 20____________________ we launch the blue one and say it
will be available in other colours at a later date?
6 How unrealistic / accurate is your forecast for the budget?
B I’m not convinced. It wouldn’t be good for our reputation.
Can you check it again to make sure it’s right?

7 Spending in your department seems to be completely

Language at work
under / out o f control! What can you do to cut costs?
Complete this conversation with the present perfect or past
Match 8-13 to a-f. simple form of the verbs in brackets.

8 Resolve any ... ___ A So what are you doing at the moment?
B I 21____________________ (change) companies since I saw
9 I’d like to check your ... ___
you last. I’m with Anateck now.

10 Let’s s e t ... ___ A Really? I 22____________________ (not / know) that!

B Do you still work for the same company?
11 I’m having trouble keeping ... ___
A Yes, and w e’re really busy. We 23____________________
12 Try to stay ... ___ (just / win) a new contract. So not much time for golf!
What about you? Are you still playing?
13 I’d say everything is running ... ___
B Yes. Actually, we 24____________________ (have) a holiday

a a launch date for the new brand. in Dubai last week so I 25____________________ (play) there.

b conflicts as soon as possible. 26 (you / book) a holiday this year?

c very smoothly since he took over. A No, not yet. Dubai sounds nice.

d on track, please - we don’t need delays.

Choose the correct option a-c to complete each sentence.
e progress on the project.
f track of where you are this week. 27 __________ there haven’t been any real difficulties.
a Up to now b Yesterday c A couple o f weeks ago

Business communication skills 28 We received all the offers by the end__________

a in the last month b of last week c to date
Complete this conversation with phrases from the list.
29 They haven’t made their final decision__________
How about How far How’s the What you’re
a already b just c yet
How are What do Why don’t
30 He booked the hotel two months__________
A Hi. 14____________________ things? a already b ago c so far
B OK, thanks.
A 15____________________ launch coming along? Result_____________ / 30 marks

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 4 Progress test
Working with words 17 After that I’d like t o __________ you some results.
a show b say c look
Choose the correct answer from the words in italics.
18 There are two main benefits__________ using this system.
1 Nanotechnology is one of the great technological a by b about c of
advantages / breakthroughs of the last few years.
19 T h is__________ that you won’t need an identity card.
2 Don’t bother me with theory! I need some key / practical a results b means c causes
solutions to this problem.
20 At the moment, you have to remember a code,__________
3 We use cutting-edge / key technology in all our phones. in the future you won’t.
No one else uses anything quite as modern. a whereas b although c in comparison

4 One potential benefit / concept is that it could help 21 Now I’d like t o __________ on to the next point.
refugees around the world. a look b turn c move

5 A major / revolutionary advantage of using fingerprints is 22 Finally, I’ll answer questions. Does that _________ OK?
that they are nearly impossible to copy. a hear b listen c sound

6 Apple always uses viable / state-of-the-art design which 23 A I’d like to thank you for inviting me here today.
makes its products so distinctive. B W e’r e ___________ you could be here.
a pleasure b glad c appreciate
7 I’m not convinced this is a commercially-viable
proposition / potential and so I can’t invest in it. 24 A After you. B __________
a You’re welcome. b Thanks. c No problem.
Complete these sentences with words from the list.

off round up out down up with about Language at work

Complete these sentences with verbs from the list. There is
8 How did you come u p __________ such a good idea?
one extra verb.

9 Can we g e t___________ the problem of high start-up costs?

will be able to can’t won’t be able to can
10 The company was set__________ in 1996. were able to couldn’t haven’t been able to

11 My staff have taken__________ the challenge and are 25 I ____________________ let you know until next week.
working on ways to reduce delays.
26 W e ____________________ find a solution for a long time but
12 I think my idea will bring__________ real improvements then someone in R&D came up with a great idea.
for people in underdeveloped countries.
27 Do you know what the problem is? I ____________________
13 W e’re carrying__________ research on the new systems. access anything on this computer today!

14 Our hard work has paid__________ Results are good! 28 T h e y ____________________ reduce their prices for over a
year but they promise to on this order.
15 W e’re over budget. Can we bring__________ travel costs?
29 We were lucky because w e ____________________ see a gap

Business communication skills in the market before anyone else.

30 The new changes next year mean that our customers

Choose the correct option a-c to complete each sentence.
check their details online.
16 First, I’l l __________ you a brief overview of the product.
a do b give c tell
R esult_____________ / 30 marks

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 5 Progress test
Working with words Business communication skills
Complete these sentences with words from the list. Complete the three conversations with phrases a-j. Write
the letters in the spaces.
responsive repeat existing loyal high-quality
a How can I help you f You mean
attentive courteous sub-standard discourteous
b I’ll look into it straightaway g Could you give
c Let me get this straight h Can you tell me
1 It’s important to train our staff to give a ___________ service
d By Thursday at the latest i What I’ll do is
- customers will expect them to be polite and respectful.
e Talk me through j As soon as
2 It takes less effort to keep __________ customers than to
1 A Hello. 15____?
find new ones.
B I asked for a double room but it only has a single bed.
3 Lisa has been named ‘Employee of the month’. Customers A Really? 16____which room you’re in?
comment on h o w _____ _ _ _ she is to their personal B 101.
needs - she’s always very helpful. A Let me check ... Our records say you wanted a single.
17___ put you in a double on the first floor and ...
4 If you treat people well, you’ll always g e t__________
business with customers coming back time and time 2 A Hi. It’s me again. My computer has crashed again.
again. B 18___ what happened.
A Well I switched it on and it stopped.
5 They offer such__________ care and service - it would be
B 19___ Did you switch it on and it didn’t work?
hard to find a supplier with better standards.
A Not exactly. The screen just says ‘Error dxx.l. This
program is not available’ and then it goes blank.
6 The woman at the desk was s o __________ when she spoke
to me! I’ve taken my complaint to the manager. B 20___ it switches off or there’s nothing on it?
A The computer’s still on but the screen doesn’t work.
7 One way to make sure customers remain__________ is B 21___ Which office are you in? I’ll be up in a minute.
to introduce a card where they receive points every time
they shop with you. 3 A We ordered it two weeks ago and nothing has arrived.
B I see. 22____me the order number?
8 I phoned yesterday about the fault and an hour later the A 1011-7
technician was here. Now that’s what I’d call a __________ B Yes, there’s been a mistake. When do you need it?
service. A 23__
B OK. 24___ I’ve checked with our warehouse, I’ll
9 The hotel was rather__________ We won’t go there again.
arrange for another box to be sent out by courier.

Complete the missing verbs in these sentences.

Language at work
10 How do you m__________ the needs of your customers?
Put these words in the correct order to make direct or
11 Finding out how many customers come back year after indirect questions.
year is one way to m__________ the level of customer
25 can when they you are tell me arriving?
satisfaction.
26 did she when call?
12 We don’t aim to match our customers’ expectations. We
27 let me could called you know why he?
aim to e__________ them!
28 you his email got address have?
13 We g-------------feedback by asking clients to fill in this form. 29 is this it why doing?

30 this you who message took know do?

14 With so many problems, they’ll 1__________ lots of
customers to their competitors.
Result_____________ / 30 marks

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 6 I Progress test
Working with words 15 He says he isn’t prejud__________ against older applicants,
but he never employs anyone over 40.
Complete these sentences with verbs from the list. Change
the form of the verb if necessary. 16 We want to be described as an ethic__________ business.

17 Appearances can be decept__________ - he seems friendly,

act comply share reduce take donate stay
but be careful!

1 W e’ve always__________ true to our principle of fairness

to the customer and the supplier. Business communication skills
2 Companies in the 21st century which don’t __________ Complete the conversations with phrases a-g. Write the
responsibly are likely to receive bad publicity. letters in the spaces.

a w e’d be delighted to see you e You’re welcome

3 How about__________ more time to helping a charity?
b it would be a good idea to f That would
4 All our employees__________ an active part in our fund­ c That sounds really g That makes sense
raising activities. d It’s well worth a visit

5 If we did more videoconferencing and less flying, w e’d 1 A W e’d like to invite you to the theatre this evening.
the impact we have on the environment. B 18___ be great. What’s on?
A It’s a Russian theatre company performing Hamlet.
6 Currently, this factory doesn’t __________ with regulations
B 19___ interesting.
on the disposal of waste water.
2 A If you’re free, 20___ at dinner this evening.
7 All our subsidiaries__________ a strong commitment to B Sorry, but I’m meeting someone for drinks at six.
supporting the local community. A Oh well. 21___ to come later if you change your mind.

Each headline refers to ethical or unethical behaviour. 3 A While you are in Italy, 22__ visit our supplier in
Choose the noun from the list which describes the action. Salerno. It will save time and money later on.
B 23___
bribery generosity greed fairness discrimination A Ask them to show you round their factory. 24___

8 Company agrees to pay workers from other countries an

equal amount. __________
Language at work
Choose the correct answer from the verb forms in italics.
9 CEO paid colleagues to take part in illegal financial
activities. __________ 25 You can check the details with Amalie. S h e ’s coming / will
come in later this afternoon as arranged.
10 Woman to prosecute company for paying her less than
26 One day, when I have enough money, I start / ’m going to
male colleagues doing the same job. __________
start my own business.
11 Business owner leaves fortune to charity. __________ 27 A When are you back in the office?

B I’m not sure. I ’ll let / ’m letting you know before I leave.
12 Shareholders take profits while workers receive no pay
rise. __________ 28 The flight from Jakarta is going to land / lands at 5 p.m.
your time according to my e-ticket.
Decide if the word in each sentence is an adjective or noun 29 W e’ve booked places and we stay / ’re staying at the
and complete the word. Westin Hotel.
13 We are not involved in the corrup__________ scandal. 30 Sorry about the late delivery. Let me call the warehouse
to check and I ’m calling / ’11call you straight back.
14 Customers will ask questions about our credib__________
if we don’t do something quickly. R esult_____________ / 30 marks

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 7 Progress test
Working with words B 15W __________ you say is right, but there are some good
reasons. W e’ve had to invest in more advertising and
Match the adjectives from the list to the descriptions. marketing in order to grow.
A Yes, but that was budgeted for last year. What I
methodical outgoing creative tactful impulsive 16m__________ is w e’ve spent money on unplanned items.
pragmatic detached conventional A 17c____________ example is this list of expenses. I’m
18n___________ convinced that all these are necessary.
1 He loves socializing and meeting people. That’s what
Look at this restaurant bill for over $200!
makes him a good marketing manager. __________
B Exactly. But that is a marketing cost. Clients have to be

2 We need someone who takes a practical and realistic taken out.

attitude to any kind of task. __________ A In other 19w__________ , you’re saying our staff should go
to the most expensive restaurants they can find.
3 The reason for her success is that as soon as she hears a B Obviously I think it would be 20c__________ for an
good idea she takes action - she doesn’t wait to hear what employee on a business trip to only choose expensive
the problems might be. __________ places on their own. But with clients it’s important.
A Jens, what’s your 21p__________ on this?
4 If you work in design you need to be a person who likes to
C As 22f__________as I’m concerned, until we set clear
come up with original ideas. __________
limits and give our staff written guidelines on travel
5 I like a traditional approach to decision-making. _________ expenses, w e’ll always have this discussion ...
B ... but the drawback is that every trip is different. It’s hard
6 The CEO is diplomatic and good at talking to people
to say there’s one rule for every type of expense.
about difficult matters. __________
A Hang 23o__________ Let’s hear what Jens has to say.

7 He’s good at staying out of office politics and doesn’t get C In my 24o__________ we need to define what they can and

involved. __________ can’t do.

A Good idea. Let’s draw up some 25a__________ points ...
8 Our accounts manager does things step by step. As a
result, she never makes mistakes! __________
Language at work
Choose the correct answer from the words in italics. Match 26-30 to a-e.

9 I suggest you weigh up all the options /judgements before 26 Too few ... ___
you make a final decision.
27 Don’t spend too much ... ___
10 Sometimes you just have to trust your own perspectives /
instincts rather than spend more time analysing facts. 28 Hardly anyone ... ___

11 As long as everyone else has feelings / confidence in your 29 Lots o f ... ___

decisions, then things will probably work out OK.

30 I’d like to spend a little ... ___

12 I simply can’t decide / consider between the two options.

a time on this. It isn’t important,
Which do you think is better?
b less time in meetings and more time actually doing
some work.
Business communication skills c people have applied for the post. We don’t have enough
good candidates,
Complete the missing words in this meeting extract.
d internally has applied. They are nearly all external,
A 13L-------------at the facts. They’re here in black and e time has been spent on this. Too much in fact.
14w------------- We are overspending.
R e s u lt_____________ / 30 marks

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 8 I Progress test
Working with words Put these phrases in the right order to make a dialogue.

I completely forgot the time

Choose the correct answer from the words in italics.
I was busy too
Journalist Will the fact that so many companies are now
I’m really sorry
outsourcing l lead to /free up major job losses over here?
No problem
Politician Certainly jobs in 2infrastructure / sectors such as
A 18____________________ 19_______________________
telecommunications and IT could be affected.
B 20_____________________ 21________________________
Journalist But this means 3skilled / offshore workers are out of
work. Where will they find new jobs? Language at work
Politician Well, of course, companies will retain their core
Rewrite these sentences using the passive or active form.
4activities /facilities which will always need well-qualified
people with 5expertise /growth. I also want to add that 22 A business award has been given to him.
outsourcing is necessary for companies to 6gain / get H e _________________________________________
through a competitive edge. Without 7streamlining /
23 We expect he will leave straightaway.
achieving their operations they won’t survive in the global
economy. It is _________________________________________

24 You are being fired. I have made the final decision.

Business communication skills You are being fired. The final decision____________

Complete these sentences with words from the list.

25 Sue still hasn’t fixed the problem with all the computers.
turn notice look move show send
The problem with all the computers__________________
leave mention relates see

8 Statistics__________ that export growth is at 5% this year. 26 Everyone knows that the CEO will retire next year.
I t _________________________________________
9 You w ill__________ on this chart how many jobs have
been lost. 27 Employees will answer all customer complaints within
five working days.
10 Have a __________ at these figures.
All customer complaints____________________________
11 A further point t o __________ is that Bangalore has a
highly-trained workforce.
28 Somebody locks up the warehouse at ten.
12 Let’s __________ our attention to the effects of this. T h e _________________________________________

13 Looking at this slide, we can __________ the reason for the 29 You were phoned while you were out.
fall. Somebody_________________________________________

14 W e’ve looked at India, so let’s __________ on to China. 30 They are promoting you to office manager.
You_________________________________________
15 This next part__________ back to what I was saying
earlier.
Result_____________ / 30 marks
16 Before I go today, I’d like t o __________ you with some
food for thought.

17 The message I’d like t o __________ you away with today is

this.

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 9 I Progress test
Working with words B Sorry, b u t15___ if we offered everyone the same. For
example, you have some people with no children and
Choose the correct answer from the words in italics. some with five. Then you have people already with a
house and those with nowhere to live when they get back.
1 They’re offering people over 55 the chance to take early
A Well, 16___ we gave everyone the same salary rise as a
retirement / redundancy.
percentage?
2 They’ve asked me to move to Sales, but it seems like a B That’s a good start. And then 17___ that we take each
transferable / sideways move. person case-by-case. So i f 18___ equal pay rises, I think
they’d let you bargain more easily with other incentives.
3 Many women in my position reach a corporate / glass
A Good. 19___ a plan. So, a recap. 20____look at realistic
ceiling and can’t go any further.
figures for the rise, you’ll spend some time looking at each

4 If I take this course, it’s a quick way to update / train my individual’s needs. OK?

computer skills. B 21___ with that. I can even talk to each o f them by phone
before the official meeting ...
5 It’s only a temporary secondment / relocation for six
months while a colleague goes on maternity leave.
Language at work
6 1,300 workers have been laid off / unemployed from a
Complete these sentences with the correct form of the
factory in Marseille.
verbs in brackets to make first or second conditionals.

7 To appoint / retain our key staff, it may be necessary to 22 If I ask Lisa, you ____________________ (ask) Tish.
offer additional incentives.
23 But if I ____________________ (give) you my best people,
8 We found that bringing in flexitime reduced staff who would I have left?
development / turnover and in fact increased applications
from skilled people. 24 W e ____________________ (not / have) a high turnover, if
we paid a decent salary.
9 Many employees prefer plenty of job mobility / vacancy to
staying in one place for the whole of their career. 25 If we decide before Friday, then everyone
(know) by Monday.
10 In order to get in / on in life, it’s who you know, not what
you know. 26 W h at____________________ (you / offer) if I could pay you
in cash?

Business communication skills Choose the correct answer from the words in italics.
Complete this negotiation with phrases a-k. Write the 27 I won’t do anything supposing that / unless everyone wants
letters in the spaces.
me to.
a One option would be to g Let’s look at
28 In case / As long as you keep quiet about your deal, no one
b The areas we need to h what I propose is
else will ask about a remuneration package.
c you guaranteed i That sounds like
d Ifl j I’m happy 29 Provided that / Unless I have use of IT support all next
e What we need to decide k supposing week, there’ll be no problems with installing the new
f it just wouldn’t work
software.

A 11---- on today is what to include in the repatriation 30 Supposing / In case we stretch the budget, then we can
package. 12— discuss are salaries, education for children take on a trainee.
and the request for loans to buy houses. 13___ what our
options are. 14— offer a basic package to everyone.
Result_____________ / 30 marks

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 10 Progress test
Working with words g Could you put me in touch with
h How’s life treating you?
Complete these sentences with a word from each list. i The thing is
j When was the last time we saw each other?
return financial investment capital
k I’ll certainly think about it.
business start-up market contacts
gap network backing capitalist 1 A Jose, I don’t believe it!

venture plan B Tonya! How are you?! 13__ _

A Oh, the same old things ... still working for TTB. What
1 In a competitive business, you can only succeed if you see about you?
a n ew __________ in the __________ B I’ve had a couple of jobs since I left TTB but I’ve just
set up on my own. Which reminds me. 14___
2 I think you’ll need about €50,000 a s _____________________ A Sure.
to launch your new company. B 15___ , I’ve been looking for a document recently on
website insurance. I think I left it at TTB.
3 If you look at our_____________________, you’ll see it
A Well, I’m not sure. 16___ and I’ll see what I can do.
contains our financial estimates.

2 A It’s good of you to meet me this morning.

4 I’d rather borrow the money from my parents than have to
B Don’t mention it. 17___
share the profits with a _____________________
A At that conference in Lisbon.
5 If I lend you €30,000 to set up the business, what do you B That’s right. 18___
expect will be th e__________ on m y ___________? A Not bad, though I’ve had problems with my employer.
19___ I asked to meet. 20____anyone who might have a
6 A business angel could give you some extra__________
position, 21___ well known in the business?
__________ , until you start making a profit.
B 22___ Why don’t we have a drink first. 23____
7 We made use of our large__________ o f ___________and
found people who could help us. Language at work
Choose the correct answer from the words in italics. Choose the correct answer from the words in italics.

8 This project is totally / extremely risky. Be careful! 24 I’ve called / been calling her all afternoon and she still
hasn’t got back to me.
9 My new member of staff is totally / hugely useless.
25 They’ve sent / been sending me the final report. I just need
10 You’ve been incredibly / completely helpful. Thanks a lot. to check it.

11 Their plan is extremely / absolutely ridiculous. 26 I’ve worked / been working in this department while two of
their staff are away.
12 This system is really / absolutely complex.

27 I hope they’ve kept / been keeping you busy. How much

Business communication skills longer are you on secondment here?

Complete the conversations with phrases a-k. W rite the 28 W e’ve finally agreed / been agreeing the deal and the
letters in the spaces. contract has been signed.

a Send me the details 29 She’s applied / been applying for a new job. I think the
b Could you do me a favour? interview for it is next week.
c since you’re
d Actually, that’s the reason why 30 Hello! I haven’t seen / been seeing you for ages!
e What have you been up to?
f Then let’s talk about it over dinner. Result_____________ / 30 marks

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 11 Progress test
Working with words Business communication skills
Complete these sentences with the correct preposition. Replace the words in bold in these sentences with a-j so
that the meaning stays the same. Write the letters after the
1 Teleconference technology allows us to interact numbers.
people from all over the world.
18 20 22 24
2 Now, I’d like to focus__________ how to improve this
19 21 23 25
system.

i ’ve got that f catch

3 What kind of websites do you subscribe__________ ?
i you must g faint
4 Currently, I’m involved___________ a project to improve do you mean h are ... with
communication across departments. i wait i speed up a little
you’re back j run through
5 The developments in mobile technology have probably
had the biggest impact__________ the way we work in 16 You’re very quiet.
recent years. 17 Hang on ... is that better?
18 Yes, I understand.
6 Sorry, but I don’t have access___________ that part of the
19 It’s essential to tell them how to use the website.
system.
20 What exactly are you saying?
7 The building project is going well. W e’re currently waiting 21 Can you explain that again?
to be connected__________ the main power network. 22 Do you understand me?
23 I can hear you again now.
8 We also collaborate__________ another 24 Can we discuss this more quickly?
telecommunications firm in Chenai. 25 I’m afraid I didn’t hear that last bit.

Complete these sentences with the words in brackets in the

correct form (personal noun, noun or adjective). Language at work
9 Nelson Mandela is a great__________ (communicate). Tick the modal, a or b, that can replace the modals in bold
in these sentences.
10 You need quite a n __________ (analyse) brain to work in
26 You don’t have to stay late tonight,
logistics.
a mustn’t b needn’t
11 I’d like to take a gap year and do som e__________
27 We ought to ask everyone how they feel about the plan,
(volunteer) work.
a should b can
12 With all your experience, you could leave this firm and go
28 They weren’t allowed the time off for all that overtime
freelance as a __________ (consult).
they did.
13 M any__________ (economy) are warning us that there a didn’t have to have b couldn’t have
may be a recession next year.
29 We can’t run over time today. The room is only booked
14 You’d be surprised how many of your skills a re __________ until 3.00.
(transfer) to other areas of business and management. a don’t need to b mustn’t

15 How many__________ (participate) did you have at 30 Have you got to pay for all your calls?
yesterday’s training session? a Do you have b Do you need

Result_____________ / 30 marks

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 12 Progress test
Working with words T o: All Staff From: Judy
Subject: Changes to working hours
Write the missing first syllable of the verbs in these
sentences.
16___ improving the system of fixed hours of 9-6, which
1 Opponents tend t o ___ sist change whenever possible. apply to most staff. 17___ months, therefore, we will be
looking at ways of changing the current system of working
2 Expect that people w ill__ _act differently to the plans. hours. 18___ month, w e’ll be holding a series of meetings
with line managers and staff. 19___ that everyone’s views
3 Staff want to know how this w ill___ feet them.
will be taken into account. However, this will only work
4 If you can’t ___ cept the change, you ought to leave. with your participation. 20___ you attend meetings. 21____
will be in place by the end of October.
5 Don’t ___ pose everything. Some ideas might be good.

6 I find it hard t o ___ dapt to all this new technology.

Language at work
Choose the correct answer from the words in italics. Complete these sentences with the future continuous or
future perfect form o f the verbs in brackets.
7 They ran into / out / with a few problems last year but the
consultant’s report helped to solve them. 22 Decisions will definitely____________________ (make) by
the end of April.
8 My company regularly puts off / on / out training courses
for its staff. There’s something every week. 23 Over the next few days, w e’l l ____________________ (meet)
each of you individually.
9 It’s my job to deal with /fo r / o f customer queries and
sometimes they are complaints. 24 I’l l ____________________ (travel) to New Zealand on that
day, so can we speak the day after?
10 At first I was worried by the plans to mix the two
departments but it has all worked o ff / into / out well. 25 By next year, we predict that the company will
(recover) most o f its losses.
11 We brought this policy in / on / into five months ago.
There was resistance at first but now everyone’s happy. 26 In twenty years’ time, a lot o f people will
________________ ____ (use) robots in their everyday life.
12 W e’ll be taking out / with / on new clients in the spring,
hopefully, if the expansion continues.
Complete the two missing words so the second sentence has
the same meaning as the first.
13 Personally, I’m in favour about / on / o/this strategy.
27 It’ll definitely change the way we work.
14 How keen are you on / towards / o f the car-sharing plan?
It’s b__________ t__________ change the way we work.

15 It isn’t surprising that so many of them are resistant o f /

28 It’s likely that we’ll expand.
to / on the cuts. It will mean longer hours with less money.
There’s a g__________ c___________that w e’ll expand.

29 We probably won’t be going to Germany.

Business communication skills
It’s d__________ t__________ w e’ll be going to Germany.
Complete the memo with phrases a-f. Write the letters in
the spaces. 30 Maybe they’re coming later.
They m__________ b__________ coming later.
a W e’d like to assure you d It’s crucial that
b Hopefully, the new system e Over the next few
c Many o f you have recently f Starting from next R e s u lt_____________ / 30 marks

asked about

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 13 Progress test
Working with words 19 According... ___
20 The bottom ... ___
Write these figures in full. See the example. 21 Overall, I’d say things are looking ... ___

3 000 nm ^ ree thousand, nanometres______________________ 22 The overriding ... ___

1 36.6 kbps ______________________________________________ a up and very positive,

b us the low-down on this?
2 31st ____________________________________________________
c trend is towards downloads instead of CDs.

3 121.8% _________________________________________________ d to a recent survey, more people are buying it.

e line is that we need to make some huge cuts,
4 20 ------------------------------------------------------------------- f speaking it’s about 5% more,
g terms of growth?
5 598,000,000 ____________________________________________

Read the figures and choose the correct answer from the Language at work
words in italics.
Rewrite the sentences using the words given.
6 $ 505: The final cost was a little / great deal more than five
hundred dollars. 23 ‘I’ll call her back.’
He said / he / her / back
7 53%: Roughly / Exactly fifty per cent of the people said
they liked it.
24 ‘When are you flying back?’
8 28.8kbps -*■ 42.2kbps: The Internet speed was increased My secretary / ask / when / flying back
marginally / substantially.

9 98: Just under / slightly a hundred people voted for the 25 ‘Have you seen Frank?’
idea. They / ask / if / Frank

Complete these headlines with words from the list.

26 ‘Check my messages, please.’
shoot level rapidly stay plummet slight She / told / to / messages

10 House prices_________ to an all time low.

27 ‘Thank you for all the hard work you’ve done.’
11 Upward trend in oil prices starts t o ____________off. Miles / thank / hard work / done

12 Concerns as shares suffer__________ fall.

28 ‘This product doesn’t work properly! ’
13 Interest rates w ill__________ the same for another month.
A customer / complain / the product / work properly
14 Unemployment set t o __________ back up to high levels of
the 1970s.
29 ‘I’ll look into it for you.’
15 Sales of downloads continue to g ro w __________ The sales assistant / promise / look into it / me

Business communication skills 30 ‘Sorry for being late. My train was delayed.’
Peter / apologize / late and said / delayed
Match 16-22 to a-g.

16 Could you give ... ___

17 What’s that in ... ___
R e s u lt_____________ / 30 marks
18 Roughly... ___

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 14 I Progress test
Working with words 13 __________ about because of cultural differences.

14 __________ , I’d read that being on time is important in this

Replace the words in bold in these sentences with words
from the list. country.

15 __________ arriving on time, we still didn’t start the

cautious strict liberal collectivist
meeting for fifteen minutes.
hierarchical egalitarian

16 _____ ____ we were talking, he looked uncomfortable with

1 In countries like Malaysia and Indonesia, companies tend
the topic of politics.
to be organized in levels. __________
17 __________ on. I’m listening.
2 I think the company would be more effective if the system
was more equal. __________ 18 __________ understandable.

3 You don’t need to be so careful. Take a risk! __________ 19 __________ was when I was aware we had a problem.

4 At meetings, I don’t feel comfortable with the way they

Choose the correct answer from the words in italics.
are so free with their opinions. __________
20 This new film is a real blockbuster / page turner.
5 In my culture, people like to be able to express their
own views. It’s individualistic rather than one where 21 It’s slow to start but there’s a great unwind / twist at the end.

everyone must agree as a group. __________

22 This is a great book /film. I couldn’t put it down.

6 When I first moved here, I found it very hard because all

23 It’s a box office cast / hit.
the rules were so rigid and had to be obeyed. _________

Match 7-11 to a-e. Language at work

7 Are you aware ... ___ Complete these sentences with the past perfect, past
continuous or past simple form of the verbs in brackets.
8 Do I need to inform ... ___
24 While th ey ____________________ (wait) for a taxi, a
9 Are you familiar ... ___ colleague stopped in his car and gave them a lift.

10 Have you found that they aren’t very sensitive ... ___ 25 By the time I arrived, the m eeting____________________
(already / start).
11 What aren’t you used ... ___
26 Just as I ____________________ (leave), I received a call to
a them about how they should greet each other?
say I didn’t have to go.
b to eating?
c to the way other cultures behave? 27 It was raining so w e ____________________ (not/w alk).
d of the importance of small talk with people from the UK? We took the subway.
e with their attitude to time?
28 At the end o f the project, my boss gave me a gift for all

Business communication skills the hard work I ___________________________ (do).

Complete these sentences with the words / phrases from 29 A ... Then on the way the car broke down!
the list. B So w hat_____________________ (happen) next?

30 A As a result of his comments, they asked him to leave.

Go Luckily That’s Despite All in That
B Why? W h at____________________ (he / say)?
It came While

R esult_____________ / 30 marks
12 __________ all, it turned out well.

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 15 Progress test
Working with words 16 Can w e __________ that as a personal__________ ?

17 I __________say, we’re v e r y __________ with all you’ve

Complete this text with the words from the list.
done on this project.
scale criteria tool views appraisal
18 On a less__________ note, y o u __________ have thought
performance issue
more about how your actions affect others.

1had my half-yearly s ta ff1__________ last week. Some people 19 Let’s — _______that on your___________of goals.
don’t like them, but I think they’re a good development
2_________ Anyway, it was fine. We began by discussing 20 Were there any__________ that affected your___________?

the assessment 3__________ so I understood them. Then my

boss allowed me to express my 4__________ on the way things Language at work
had gone since I joined the company. We rated my skills and
abilities using a 5_______ __ of one to ten. There was only Each sentence contains one mistake. Rewrite the sentences
correctly.
one 6__________ we really needed to address. One of the
people in my department had criticized me for using a new 21 You should have do that course.
supplier. Actually, the criticism was probably fair, but I’m not
sure about using colleague’s comments as part o f 7__________
22 If Sandra had left, I probably would applied for her job.
management. After all, what if they aren’t true!

Complete these sentences with the missing particles.

23 If I’d known, I might do something about it.
8 We ended___________ with an agreement to meet again in
six months’ time to see if things improve.
24 If they’d listened to my instructions, there wouldn’t been a
9 Mark com es___________as being confident, but in fact he’s problem now.
quite unsure of himself.

10 It’s time to m o ve__________ from this and discuss the 25 W e’d have enough staff for next week’s conference, if we
next criteria. would have planned properly in the first place.

11 Could you hand__________ this form to all your staff?

12 Let’s start by goin g__________ each of the points you’ve Choose the correct answer from the words in italics.
mentioned on the form.
26 I could / should have joined you for a drink if my train
13 I’m afraid you can’t possibly carry______ _ _ in the same hadn’t been delayed.
way. Your criticism of the others is affecting the team.
27 She should / might have complained about the way he did
her appraisal. He mustn’t speak to people like that.
Business communication skills
28 If I’d followed my mother’s advice, I would have / would
Complete these sentences with the pairs of words. become a doctor.

areas + improveput + list identify + goal 29 They still aren’t here. They ought to / might have decided
positive + could must + happy to work late.
consider + success constraints + performance
30 You ought to / would have waited to hear other offers
before accepting the first one you received.
14 What do yo u __________ was your biggest__________ ?

15 Are there an y__________ you feel you need t o __________

R e s u lt_____________ / 30 marks
on?

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 16 Progress test
Working with words The thing is, 11___ of mine to travel round the world, but
obviously I’d like to do something useful. Anyway, 12___ a
Match 1-10 to a-j. friend who is working for an educational charity in Laos.
13___ this as well because it would help children in the area.
1 My career break gave me a new perspective ... ___
They are setting up a school to educate local children. I’d
2 The best piece o f ... ___ help with administration, setting up computers and I might do
some teaching as well. 14___ opportunity. I understand if
3 When you leave university, don’t p u t... ___
15___ about letting me go for three months, but 16____for

4 I really feel my week off recharged ... ___ you. For example, you could sponsor me and print photos in
the local paper. I also thought some of the staff here could
5 He’s feeling a little ... ___ raise some money for the school. And then, of course, 17___
would be invaluable for my department. It’s much better than
6 I’m not convinced that a gap year broadens ... ___
the typical training course. So 18___ for us all. What do you
7 It taught me to be grateful ... ___ think?

8 After the break, my career headed ... ___ Complete these phrases with the missing prepositions.

9 The new policy of flexiwork has improved sta ff... ___ 19 I took a day last week.

10 Working there allowed me to develop some s o ft... ____ 20 We finally caught on all that paperw ork.

a uncertain about the whole project, 21 They managed to get away a few days.

b for the things I have got.

22 W e w ere a three-day spa break.
c retention at our company,
d advice I ever had was to take a gap year, 23 It was great to be away. I totally switched
e off applying for a job. In fact, it’s a good idea to start
looking before you leave,
Language at work
f on life, and I balance work and leisure time more
effectively. Choose the correct answer from the words in italics.
g skills like leadership and communication,
24 I’d really like taking / to take a gap year.
h your horizons. It’s more of a long holiday,
i my batteries. I feel much more motivated about work, 25 They enjoy working / to work abroad.
j off in a completely new direction.
26 It’s worth asking / to ask them what they think.
Business communication skills 27 I look forward to seeing / see them.
Complete the personal case with phrases a-h. Write the
28 It would be invaluable for improving / to improve my IT
letters in the spaces.
skills.
a you have some misgivings
b there are other benefits 29 I’m worried about having / to have so much time.
c It’s a once-in-a-lifetime
30 One day I plan running / to run my own company.
d I’ve been inspired by
e the experience I’d gain
f it’s been a long-term goal R e s u lt__________ __ / 30 marks
g I’d like to do
h it’s a win-win situation

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