1photocopiable Worksheets in Company 3 0 Intermediate PDF

INTERMEDIATE
CASE STUDY A: Management style Rebecca Utteridge
1 Read about three management styles and match each one with an advantage and
disadvantage. Do you agree with the advantages and disadvantages?
Management styles
1 Autocratic: The leader 2 Democratic: The leader 3 Laissez-faire: The leader has
makes all the decisions and trusts his or her employees other major commitments
employees are never asked and allows them to put forward outside the business and
for their ideas or input. ideas and take part in decision- rarely communicates with
The management believe that making. The leader involves the employees. Staff receive little
staff motivation is achieved employees in the evaluation of guidance, and have the power
through a punishment and their performance and setting to establish their own goals
reward system. their personal goals. and make their own decisions.
Advantages Disadvantages
a This is effective when specialist knowledge is needed d Employees do not feel valued and may
to make important decisions. For example, if the become dependent upon the leaders.
management has little knowledge of required technology, The resulting lack of motivation could bring
they can consult employees who have the necessary about high staff turnover.
expertise. Under this kind of management, staff feel
e The lack of direction and clear goals can lead
valued and produce a high quality of work.
to frustration and dissatisfaction, as well as
b The objectives and decisions within the organization are a poor company image.
quick, clear and consistent. This can create the image of
f The decision-making process is slow, and
a well-managed business.
the need to reach a consensus may result in
c Ambitious, creative teams respond well to this leadership decisions that are not best for the business.
style, as they require little guidance and gain a lot of
satisfaction from their achievements.
2 Read about the new CEO of Optivik and discuss the questions below.
In December 2004, John Alston was appointed CEO The freedom given to managers had made Robins
of Optivik. When he arrived at the company, it was very popular but it also led to a lack of harmony and
in a poor state. He immediately took control and efficiency. Consequently, Alston decided to centralize
transformed Optivik’s systems and implemented radical all management procedures and decisions. In addition,
cost-cutting programs. Consequently, during the first as part of his cost-cutting strategy, he replaced
three years, profits increased sharply. experienced customer services staff with part-time
staff, which many believe has damaged the quality
Despite the positive results, he is not liked. Employees
of customer care and is the cause of the recent drop
are used to a more gentle approach, and have not
in sales.
welcomed his aggressive manner. Indeed, Mr Alston’s
management style contrasts significantly with that of Under his leadership, the workforce has begun to
the former CEO, Ian Robins, who allowed managers to lack motivation. Some of the company’s most valued
run their own stores. managers have either left the business or have failed
to perform to their usual high standards.
a What kind of management style had the workforce been used to before Mr Alston’s arrival?
b What were the advantages and disadvantages of this style?
c What kind of management style does Mr Alston have?
d What were the initial advantages of this style?
e What impact is it having on staff morale and the performance of the company now?
3 In groups, discuss what advice you would give to Mr Alston to improve staff motivation and
company performance. Write a set of recommendations.
In Company 3.0 Intermediate © Macmillan Publishers Limited 2014 PHOTOCOPIABLE WORKSHEET

INTERMEDIATE
CASE STUDY B: Brands and culture Rebecca Utteridge
Cards: Set 1 Cards: Set 2
a 1
A Swedish hotel chain established a luxury hotel Such information is meaningless outside the USA.
in London. They had difficulty getting customers to Fortunately, Walt Disney recognized their mistake
book into room 13. and tailored the material to other target markets.
For example, the UK version says that the resort is
‘the size of greater Manchester’.
b 2
AT&T supplied cables to NTT in Japan. The cables, Purple represents death and mourning in Brazil.
which were to be buried underground, met all the
specifications, but the Japanese refused to accept
them simply because they were ugly.
c 3
Campbell Soups had been successful on the US British consumers have different taste preferences
market for many years with their condensed soups. and the product wasn’t modified for the
When they tried to expand into the British market, British market. In addition, consumers weren’t
sales were very low. accustomed to the smaller can size.
d 4
A British company created an attractive website Some cultures use an explicit communication
targeting the South American market. The layout style, which means that people provide a lot
was simple and it had a white font on a purple of detail because they assume the listener has
background. Unfortunately, it got disappointing little background knowledge. Other cultures use
results in Brazil. an implicit communication style which means
that minimal information is given because the
listener is expected to be familiar with the subject.
Someone from Japan (implicit communication
style) would find explicit advertising patronizing.
e 5
A TV advert produced in the USA went into a lot In Japanese culture, appearance is closely
of detail about a new piece of technology. For related to quality. Because the product looked
example, it provided comparisons with other unattractive, the quality was considered poor.
similar products, described how it functioned, its
benefits and so on. The Japanese audience felt
insulted by the advertising.
f 6
The promotional material for the Walt Disney This is an unlucky number in the UK.
World Resort described the size of the resort as
‘roughly half the size of Rhode island’. Some foreign
audiences didn’t understand this.

INTERMEDIATE
CASE STUDY C: Body language Rebecca Utteridge
1 Work with a partner. Discuss the questions.

a What is non-verbal communication?
b What percentage of our communication is non-verbal?
c Is non-verbal communication the same in every culture?
2 Read about presentations taking place in eight different countries. Complete each
description with the appropriate words from the box.
a friendly warning arrogant and disrespectful bored or asleep embarrassed
excellent immodest not honest or trustworthy romantically interested
a Presentation in China: To demonstrate his mutual appreciation and respect, a speaker from
the USA claps when the audience applauds. The audience thinks that he is .
b Presentation in Italy: A speaker from New Zealand shares some interesting details with
her audience. As she does so, she taps the side of her nose to indicate that it is to be kept
confidential. The audience assumes that the shared information is .
c Presentation in Germany: After his presentation, a Brazilian speaker discusses a few points
with a female member of the audience. While he is talking, he frequently touches her arm.
She wonders if he is .
d Presentation in Hungary: To show respect, a Vietnamese presenter makes as little eye
contact with his audience as possible. The audience feels that he is .
e Presentation in the USA: A French presenter shows that he thinks a new system is useless
by forming a zero shape with his thumb and forefinger. The audience understands that the
new system is .
f Presentation in Korea: During her presentation, a Spanish presenter frequently smiles to
show her pleasure and enthusiasm. The audience believes that she is .
g Presentation in an Islamic country: An Australian speaker unintentionally shows the sole
of his foot as he turns around on stage. The audience thinks he is .
h Presentation in the UK: Some members of the Japanese audience close their eyes so that
they can concentrate on what the presenter is saying. She assumes they are .
3 Think about body language in your culture. Write a list of tips for a foreign presenter.
Consider the following points.
• facial expressions
• eye contact
• touching / distance from others
• gestures / signals
4 How can you find out about body language before you travel to a new country?

INTERMEDIATE
CASE STUDY D: Cultural differences Rebecca Utteridge
1 Read the texts and answer the questions below.

a In terms of uncertainty avoidance and individualism/collectivism, what kind of culture do
you think you come from? Why?
b Do you think there are individual differences within the countries mentioned?
UNCERTAINITY AVOIDANCE INDIVIDUALISM/COLLECTIVISM

The Uncertainty Avoidance Index (UAI) measures how Individualism/Collectivism focuses on how much
much individuals in a culture accept uncertainty. importance a society places on the individual or the group.
High uncertainity avoidance cultures Individualistic cultures Individualistic

cultures:
People in these countries feel more comfortable when People in these societies think
there are clear rules and regulations. They also prefer to in terms of ‘I’. In business, it is USA
have structure, stability and clear managerial guidance. important to protect personal Italy
Because they value security, they like to do business interests and pursue individual goals, Sweden
with long-term contacts who they know they can trust. even at the expense of others. The Netherlands
Entering new situations or dealing with unknown people is Business relationships are developed France
seen as a risk, rather than a challenge. They consider the specifically for personal gain.
long-term implications of decisions and prepare everything Competition with friends, family and
well in advance. colleagues is seen as healthy and
people in these countries appreciate
recognition for their successes.
Low uncertainity avoidance cultures
Individuals in these cultures are not afraid of new or
Collectivism Collectivist
unpredictable situations. They accept a variety of opinions,
cultures:
take greater risks and are open to change. There is In these societies, managers and
very little planning and a more adventurous and creative employees think in terms of ‘we’. China
approach to life. The success of the group comes Japan
before that of the individual. Trust, Ecuador
harmony and loyalty within the group West Africa
Uncertainity avoidance rankings
should always be maintained, which Pakistan
Romania – 90 Germany – 65 Denmark – 23 means that competition between
Argentina – 86 USA – 46 Singapore – 8 group members is not acceptable.
There is an emphasis on co-operation
and everyone takes pride in what
the group has achieved. In more
traditional collectivist societies,
respected authority figures make
decisions based on what is best for
the group, but in other collectivist
cultures teams engage in shared
decision-making. Public confrontation
and disagreement is always avoided.
2 Based on the information in 1, discuss how to deal with the situations below.
a During a meeting, a Chinese colleague expresses an opinion that you strongly disagree with.
b There is a long-term dispute between two of your team members in Ecuador. You are not
sure how to handle the situation. Should you involve an external mediator? And should the
dispute be solved within the team as a whole or with each individual?
c You are managing an international team made up of managers from the USA, the
Netherlands, Japan and China. When there are successes, you praise their joint efforts and
provide team-based rewards. You treat everyone equally so you cannot understand why the
managers from the USA and the Netherlands seem unmotivated.
d There has been some tension between two of your team members: Lars from Germany and
Jaslyn from Singapore. They are responsible for outsourcing a new IT service. Lars feels that
he needs more time to investigate the different options and examine them in detail. Jaslyn
is frustrated because she feels that they have already identified a good service provider so
any further investigation is a waste of time.

INTERMEDIATE
CASE STUDY E: The perfect team Rebecca Utteridge
1 Siblings Fabien, Alain and Sandrine are setting up their own design consultancy. They have extensive
experience in IT consulting and web-based design. Each has completed a personality test.
Look at the responses to the personality test and discuss the possible strengths and weaknesses
of the three siblings working together.
Fabien (F) Alain (A) Sandrine (S)
What makes you feel good?

F/A/S Taking time to consider all
1 Acting immediately
possible options
Experimenting with new

F/S/A Following familiar and reliable
2
approaches approaches
Assuming responsibility and

F/S A Receiving clear guidance and
3
leading direction
Persuading people to see

F S/A
4 Reaching a compromise
my point of view
F/A/S
5 Being imaginative and creative Being logical and rational
S A F
6 Being diplomatic Being truthful and direct
A S/F Getting the job done properly

7 Sticking to deadlines
regardless of deadlines
S F A
8 Working with people Focusing on tasks
A F S
9 Working out solutions myself Working out solutions with others
F S A
10 Talking Listening
How do other people annoy you?

A F/S When they don’t contribute
1 When they dominate meetings
to discussions
When they don’t finish a task

F/S A When they take a long time to
2
properly do a simple task
When they take a perfectionist

A F S
3 When they are careless
approach
A/F/S
4 When they take risks When they take the safe option
2 In your opinion, who would be best at handling the following situations?

Leading the team Setting up a new process or procedure
Planning and forming strategies Disciplining staff
Ensuring that deadlines are met Dealing with a dissatisfied client
Taking part in discussions with customers Recruiting a new member of staff
3 If you had to hire another person to join their team, what kind of person would you look for?
What kinds of skills would they need?

INTERMEDIATE
1A Networking Nicholas Sheard
1 Look at the list of jobs in the box. Choose three that you would like to do, and three that
you wouldn’t like to do. Compare with a partner, discussing the personal qualities and training
required for the three jobs you have chosen.
astronaut refuse collector studio sound recorder nurse physiotherapist
make-up artist farmer stockbroker news reporter accountant
long-distance lorry driver child psychologist undertaker taxi driver circus acrobat
policewoman private detective model nanny management consultant
personal assistant zoo keeper film director conductor librarian pilot
2 Choose one of the jobs in 1 and imagine that it’s your real job. Prepare to talk about who you
are and what you do. Write down three facts about your job: one neutral, one negative and one
positive.
e.g. I’m a nanny. I live with a family and look after their children. Sometimes I get very frustrated
working with young children. However, I supervise their play and development, and it is lovely to see
them grow up.
3 Complete the following comments that someone might make about the job you chose in 2.
Suggest more suitable comments, if necessary.
That must be a very (difficult / interesting / boring / unusual / fulfilling / well-paid) job.
I suppose you (travel a lot / work very long hours).
I imagine your job affects your (private life / family / health).
Tell me more about your (clients / patients / customers / typical day).
4 Use what you have written above as the basis of a conversation with others about your
chosen job and theirs. Use the expressions in the box to show interest and to react to what
people say.
Really? That’s right. I agree. I didn’t know that! No! How wonderful!
I know. What? Umm, no, not really. I’m not sure, actually. That’s good.
Me too. Oh dear! Poor you!
• Mingle with other students in the class.

• Introduce yourself and ask them questions about their job.
• Comment with interest on their replies.
• Offer three facts about your own job.

INTERMEDIATE
1B Fugitives Simon Clarke
Ten Most Wanted Fugitives

The FBI’s Ten Most Wanted Fugitives programme is designed to publicize information
about particularly dangerous criminals. Of the 468 fugitives who have been on the list
since March 14 1950, 440 have been captured, 142 of them as a direct result of citizen
co-operation. Originally this information appeared in posters and newspapers,
but nowadays it is posted on the FBI’s website at
www.fbi.gov/wanted/topten/fugitives/fugitives.htm
The descriptions of the fugitives include the following categories:
1 aliases 5 occupation(s) 9 race

2 height 6 hair 10 nationality
3 weight 7 eyes 11 scars and marks
4 build 8 complexion 12 remarks
1 Which is the appropriate verb to use when you are describing someone for each of the
categories 1–12? Choose from the following:
be have wear look use work as call yourself
For example:
aliases He calls himself ‘The Tiger’.
He uses the name ‘The Tiger’.
2 Match the words and phrases below to the categories 1–12.

(Some may be used in more than one category.)
black olive white stocky tattoo on upper arm security guard
medium green salt and pepper bald mole below left eye American
blue scar on chest dark/medium light male 1.7 to 1.8 m
Whitey approximately 73 kg is known to frequent libraries and historic sites
white/silver thin El Comandante large uses disguises to alter his appearance
3 If you have access to the Internet, go to the FBI website. Choose one of the fugitives on the
list and write a description of the person based on the information provided.
4 Perform the following roleplay with a partner.

At the bottom of each poster in the FBI website it says ‘If you have any information concerning
this person, please contact your local FBI office or the nearest US embassy or consulate. There is
usually a reward offered for information.’
Student A Student B
You are an FBI agent on duty in the consulate You are attending a business conference.
in [your country]. You are passed a call from The other day you saw the FBI web page on the
someone who claims to have seen one of the Ten Internet and looked carefully at the information
Most Wanted Fugitives. Deal with the call. about wanted criminals. You are convinced one
of the other delegates at the conference is
one of these fugitives because they match the
description perfectly. You have phoned the local
US consulate, and your call has been passed to an
FBI agent. Use the information from 2 to describe
the man and explain why you think the person you
have seen is a fugitive.

INTERMEDIATE
2 The right connections Jon Hird
1 Rephrase the telephone dialogue using more appropriate language.

A Yes? A
B Crystal Communications Consultants? B
A Yes. What do you want? A
B I want to speak to Silvia Garcia. B
A Wait. Maybe she’s here. A
B Be quick. B
A She’s in a meeting. A
B When can I speak to her then? B
A Who knows? Phone back later. A
B I don’t want to. I want to leave a message. B
A What is it? A
B Tell her to phone me. B
A Who are you? A
B Barry Clough. B
A What? A
B I said Barry Clough. B
A Spell your name. A
B B–A–R–R–Y, C–L–O–U–G–H. B
A OK, Barry. I’ll tell her if I see her. A
B You’d better. B
A See you. A
2 Silvia Garcia does not return Barry’s call and, two days later, he telephones again and
leaves a voicemail message. Rephrase his message using more appropriate language.
Where is everyone?
Am I the only person doing
any work? Look, I’m in Zurich. Oh, it’s
Barry by the way, Barry Clough. Silvia, I asked
you to call me back. Why didn’t you? Make sure you ring
me back this time! Immediately! This is what it’s about –
the publicity material for the Zurich Expo, where on earth
is it? The courier firm has never heard of you. What’s going
on, Silvia? You didn’t make the arrangements, did you?
The Expo starts tomorrow. Organize a new courier.
Everything’s going wrong and I don’t think
I can cope any more.

INTERMEDIATE
3 Yank’s or Chez Antoine? Paul Dummett
Two businesses, both restaurants, have come up for sale in a historic town in England.
The town attracts a wide range of tourists, but is particularly popular with older
visitors interested in sightseeing and history. About 60% of visitors come only for a day
trip. The remaining 40% stay for two to three days. Using all the information below,
decide which you think is a better investment.
Yank’s Chez Antoine

Restaurant type Pizza, pasta and salads – American-style French, quite up-market
1 km from city centre in residential
Location On High Street in town centre
and hotel area
Seating capacity 56 35
Customers per day 90 22
Current turnover £260,000 per year £148,000 per year
Amount spent per customer £8.30 £18.50
Planning permission to extend restaurant
Potential for expansion None
to seat 24 more
Rent and rates £34,000 per year £14,000 per year
Salary bill last year £106,000 £72,000
Cost £140,000 £75,000

INTERMEDIATE
4 Active listening Helena Gomm
1 Look at the definition of nonsense word. Are there any poems in your ’Twas brillig, and the slithy toves
language that use nonsense words?
Did gyre and gimble in the wabe.
nonsense word /ˈnɒns(ə)ns wɜː(r)d/ All mimsy were the borogoves,

noun phrase [C] And the mome raths outgrabe.
A words or sound that seems like an ordinary word but has no meaning
‘Beware the Jabberwock, my son!
The jaws that bite, the claws that catch!
2 Read part of a nonsense poem by Lewis Carroll. Don’t worry if you don’t
understand many of the words – the poet made a lot of them up, so nobody Beware the Jubjub bird, and shun
does! Look at all the words highlighted in grey. Your knowledge of grammar The frumious Bandersnatch!’
should tell you what kind of words they are, even if you don’t know the
He took his vorpal sword in hand.
meaning. Put them in the correct column in the table.
Long time the manxome foe he sought.
Noun Verb Adjective Adverb
So rested he by the Tumtum tree,
And stood awhile in thought.
And, as in uffish thought he stood,
The Jabberwock, with eyes of flame,
Came whiffling through the tulgey wood,
And burbled as it came!
One, two! One, two! And through and through
The vorpal blade went snicker-snack!
3 Take turns with a partner reading the poem aloud (pronounce the words He left it dead, and with its head
you don’t know in any way you like).
• When your partner is reading, you must listen actively: show interest He went galumphing back.
in what they are saying, question some things you don’t understand
(without actually asking directly for the meaning of a word), paraphrase
to show you are paying attention, seek further information by asking
questions, make polite noises and repeat key words. Use the Useful
language box to help you. Useful language:
• When you are reading, react to your partner’s attempts at listening Are you saying …?
actively by clarifying what you are saying (without actually explaining the Do you mean …?
meaning of any words). Respond to your partner’s interruptions politely, What do you mean by …?
but try to keep going as much as possible so that you reach the end of What do you mean exactly?
the poem. So what you’re saying is …
Example: In other words …
A ’Twas brillig and the slithy toves … It sounds like you think …
B Sorry, what kind of toves were they? Go on.
A Slithy toves. Slithy toves did gyre and gimble in the wabe. Really?
B You mean they were gyring and gimbling at brillig? In the wabe? That’s interesting.
A Yes, that’s right. In the wabe. Right, I’m with you. Good point.
B Go on. I’m all ears! I see.
But wouldn’t that mean …?
A All mimsy were the borogoves.
Why do you say that?
B Mimsy? Are you saying the borogoves were mimsy?
Okay, fine. Just one question …
A Very much so. And the mome raths outgrabe.
B Outgrabe? Sorry, I’m not quite with you? How do you mean?
A Well, you know, the mome raths outgrabe. They outgrabe like mome raths do.
B Right, I see. That’s extraordinary!

INTERMEDIATE
5A Destination desktop Jon Hird
1 Look at the title of the article. What do you think it is about? Read the article and find out.
Business travellers turn to their desktops

1 Business travel of the future is as likely to
lead to the desktop as it is to the airport.
Travel-reducing technology such as
videoconferencing, web-meetings and other
5 forms of electronic long-distance business
communication are increasingly being
investigated by businesses worldwide.
‘The main driving force is not the cost of
travel but the time that is lost,’ said William
10 Wood, business communications expert
and author of Virtual Teamwork. The desire
for conventional business travel is steadily
decreasing and there is now much greater
demand for this kind of remote technology.
15 At the same time, the cost of electronic
conferencing is dropping dramatically and
both the Internet and desktop computers
are becoming increasingly powerful.
This means that the user can establish a real-time visual link from desktop to desktop
20 anywhere in the world simply by clicking the mouse. You can sit at your desk and have
several remote meetings a day. You could hold a one-to-one meeting with a colleague in
Tokyo, followed by a group session with people in, say, London, New York and Zurich
and after that you could join a conference in Sweden. In these meetings, it’s possible to
have all the participants on the screen with the documents in the middle.
25 The technology also allows the participants to use email, instant messaging and other
applications readily available at the computer terminal. All this creates, according to
Wood, a much more productive environment. Participants can interact faster and better
than in a face-to-face setting and no-one is disadvantaged by travel schedules.
The long-held assumption that corporate travel and in-person meetings is the only real
30 way to do business, is being seriously reassessed.
What does each of the following refer to in the article?

a travel-reducing technology
b long-distance
c steadily decreasing
d dropping dramatically
e increasingly powerful
f readily available
g long-held
3 Work with a partner or in small groups and discuss the questions.

a Do you think the article gives a realistic account of the future of business travel?
b What are the advantages and disadvantages of conventional business travel?
c What are the advantages and disadvantages of Internet meetings and other forms of
electronic long-distance business communication?
d What do you envisage will be the long-term consequences, benefits and disadvantages
of this technology?

INTERMEDIATE
5B Valerie’s trip Colin Benn

Student A My next Hamburg visit
JOEL PETERS To [email protected]
You work for the Helger Group From [email protected]
at its headquarters in Paris. Sent 09 September 18:13
Your boss, Valerie Joule, the Joel – I hope all is well.
European Commercial Director, Just to confirm the revised arrangements for my trip to Hamburg next month.
is planning to visit Helger-Zorn, NB Several changes! The situation with TENGSTiL has really disrupted my plans!
the subsidiary in Hamburg, Arriving from Paris at 18.00 on Monday 27 October on flight AF 781. Could you
arrange for a driver to meet me and go straight to the hotel?
Germany. She has sent you the
Hotel: please book the Westlin Hotel on Kempnerstrasse (single room) for 2 nights
following email about the final (i.e. leaving on Wednesday 29 October). I’d like to invite Katia Felsner and Jurgen
arrangements for her visit. Bohn for dinner on Monday night at the hotel to discuss our strategy for the
Your contact at Helger-Zorn is TENGSTiL bid. Could you ask them to meet me there at 7.30?
Tuesday: meeting with Manfred Sprossel at the Brug factory at 9 on Tuesday
Susan Weil. Call her to check
morning. (Pls arrange for the driver to pick me up at 8.15.)
the details for the visit and note 11 am meeting with the board of TENGSTiL. I have invited the Chairman, Gerhard
any problems or changes. You Nagel, and his colleagues for lunch at the Waldorf in Herisbrunn. Could you book
will need to negotiate to create a table for five for 1 o’clock?
the final itinerary. Then write an After lunch I shall return to Head Office in Hamburg. Please arrange the following
meetings:
email to Valerie to confirm the
• a 1-hour appointment with Katia and and Jurgen at 3 pm
arrangements. • a meeting with Frau Greller, and Elena Nibelmayer at 4.30pm
I am having dinner with friends so I won’t need a driver in the evening. I don’t have
to be in Freiburg until 12.30 on Wednesday, so I’ll probably hore a car and drive
myself.
Please send me confirmation as soon as everything is arranged.
Kinds regards
Valerie
Student B
SUSAN WEIL HELGER – ZORN

You work for Helger-Zorn, in Visit of Valerie Joule, European Sales Director, 27–28 October
Hamburg. Helger-Zorn is the Monday 27 11.00 Driver pick–up from airport
German subsidiary of the Helger 11.30 Arrival at Helger-Zorn. Reception with staff
Group whose headquarters are in and senior management, lunch
Paris. Valerie Joule, the European 15.00 Visit to Rett store
Commercial Director, is planning 16.00 Check in to Hotel Westlin
to visit your company. Joel Peters 19.30 Dinner & theatre (Katia Felsner will
at Group Headquarters in Paris accompany VJ)
will call you about the visit. Tuesday 28 8.30 Meeting with Manfred Sprossel, General
You have prepared an itinerary Manager, Brug
(driver to pick up from hotel at 7.45) NB Katia
for the visit. When he calls, check
Felsner is in Berlin all day
the arrangements and note any
10.00 TENGSTiL board meeting
problems or changes. You will
12.30 Lunch with Jurgen Bohn
need to negotiate to create the
14.00 Working from the Hamburg office
final itinerary. Then send an Departure by train to Freiburg – book ticket?
17.40
email to all those concerned,
Wednesday 29 – Conference in Freiburg
attaching the new itinerary and
Friday 31
explaining the details.

INTERMEDIATE
6 Calculated guess Mark Powell
Choose the noun from the box which collocates with each set of verbs (1–8).
Round 1: In the office
your computer a letter a phone call a form
a computer file a message a report your email
1 You can make it. You can take it. You can receive it. You can return it. What is it?
2 You can crash it. You can shut it down. You can play on it. You can reboot it. What is it?
3 You can complete it. You can draft it. You can file it. You can submit it. What is it?
4 You can get it. You can send it. You can address it. You can mail it. What is it?
5 You can sign it. You can make a copy of it. You can send it off. You can fill it in. What is it?
6 You can open it. You can delete it. You can create it. You can back it up. What is it?
7 You can send it. You can take it. You can leave it. You can listen to it. What is it?
8 You can reply to it. You can check it. You can go through it. You can delete it. What is it?
Round 2: On the road
your flight an appointment a meeting your office
a presentation an agreement lunch your hotel
1 You can go back to it. You can check into it. You can be dropped off at it. You can be
picked up at it. What is it?
2 You can miss it. You can give it. You can attend it. You can take notes at it. What is it?
3 You can come to it. You can reach it. You can work it out. You can negotiate it. What is it?
4 You can enjoy it. You can change it. You can miss it. You can be booked on to it. What is it?
5 You can fix it. You can cancel it. You can keep it. You can fail to turn up for it. What is it?
6 You can skip it. You can grab it. You can go for it. You can pick up the bill for it. What is it?
7 You can organize it. You can hold it. You can speak at it. You can lead it. What is it?
8 You can phone it. You can email it. You can check with it. You can keep in touch with it.
What is it?
Round 3: In a meeting
decisions problems ideas figures
excuses views proposals your colleagues
1 You can address them. You can deal with them. You can foresee them. You can solve
them. What are they?
2 You can develop them. You can share them. You can come up with them. You can
brainstorm them. What are they?
3 You can make them. You can consider them. You can put them forward. You can
withdraw them. What are they?
4 You can look at them. You can go through them. You can quote them. You can round
them up. What are they?
5 You can make them. You can question them. You can reach them. You can put them off.
What are they?
6 You can support them. You can attack them. You can back them up. You can chat with
them. What are they?
7 You can air them. You can share them. You can express them. You can exchange them.
What are they?
8 You can make them. You can look for them. You can invent them. You can refuse
to accept them. What are they?

INTERMEDIATE
7A Devil’s advocate Gina Cuciniello
Student A
You are going to lead a discussion where you try to get everyone in your group to reach an agreement.
• Choose one of the boxed topics to discuss. The group can either agree or disagree with the statements.
• Summarize your conclusions in your manifesto statement.
a Everyone should carry identity cards at all times.

b The number of working hours should be reduced to 30 per week for everyone.
c We should boycott goods made by companies who use child labour.
Manifesto statement: We believe that provided that / unless / so long as

.
Student B
a Giving money to beggars does not help them in the long run.

b Always start a presentation with a joke or funny story.
c Companies should charge employees who use the Internet for personal use.

.
Student C
a Public transport should be subsidised by the state.

b Mobile phones should carry a health warning.
c Salary should depend on length of service in a company.

.

INTERMEDIATE
7B Making decisions Paul Dummett
1 Use the following words to complete each expression.

consideration decision issue mind say thought
a Originally, he agreed to work with us, but now he has changed his .
b She said she would come, but now she’s having second s.
c The boss always has the final in purchases over £500.
d I’ve given the matter a lot of .
e Everyone in the department backed the to abandon the project.
f There are several factors to take into .
g There are several things that we should bear in .
h They haven’t addressed the problem at all: they’ve completely dodged the .
I I’m in two s about whether to accept their proposal or not.
j Time was short. We had to make a snap .
2 Describe a situation in which you …

• were in two minds about accepting an offer.
• changed your mind about something you had previously agreed to.
• felt unable to back your boss’s decision.
• dodged an issue.
• had to make a snap decision.
• gave something a lot of thought before making a decision.
• had second thoughts about something which seemed at first to be a good idea.
• had a lot of different people’s interests to bear in mind.
• had the final say in an important decision.
• had to take many factors into consideration.
3 Which of the following principles do you follow when taking an important decision?
• Consider the best way to transmit your decision, e.g. channel of communication.
• Consider who will be affected by the decision and what the likely effect will be on them.
• Anticipate obstacles and objections.
• Think of all the possible outcomes in the longer term.
• Formulate a Plan B.
• If in doubt, postpone making a decision.
• Suggest any other good principles which people could follow.

INTERMEDIATE
8 Influencing people Helena Gomm
1 Discuss these questions with a partner.

a Have you ever met a famous person? What did you talk about?
b What do you talk about when you meet a stranger for the first time?
2 What is the moral of this short story? Choose from a–d below.
William Gladstone and Benjamin Disraeli were prominent British politicians during
the reign of Queen Victoria, and they were fierce rivals. A young woman was invited to
have dinner with Gladstone one night and Disraeli the next. Gladstone entertained her
with fascinating tales of his life and his great achievements; Disraeli asked her questions
about her life and listened attentively to her answers.
When the woman was asked for her impression of these two powerful men, she replied,
‘After sitting next to Mr Gladstone, I thought he was the cleverest man in England.
But after sitting next to Mr Disraeli, I thought I was the cleverest woman in England.’
a People who get the opportunity to talk to famous politicians should not waste the chance
to ask them lots of questions in order to find out as much as possible about their lives
and what they have achieved.
b People who ask lots of questions and try to find out about the people they are talking to
are more impressive than those who are only interested in talking about themselves.
c People who tell interesting stories about their lives and their achievements make more
interesting dinner companions than those who have nothing to say about themselves.
d Politicians are poor dinner companions because they either spend all the time talking
about themselves or they have nothing interesting to say. What is needed is a balance
between the two.
3 Use the words in the box to complete this advice about communicating with other people
so that they will remember you as a Disraeli rather than a Gladstone.
attention balance competition greater important relationships shoes stranger
Next time you attend a social event with business associates …

1 Make a conscious effort to focus on others and pay to what they
are saying.
2 Count the number of questions you are asked and the number of questions you ask
other people. Make sure the number you ask is much than the number
you answer.
3 If someone starts to tell you a story, don’t interrupt with a story of your own. Listen to
the whole story and react to it. If you have a better, funnier or more interesting story
on the same topic, keep it to yourself and tell it some other time. A conversation is
not a !
4 Whenever you talk to someone, try to put yourself in their . Think about
their interests, what they want to say to you and what they want to hear from you.
5 Approach each conversation with a with these questions in your mind:
• Who are you?
• What is your story?
• What are your needs and desires?
6 Perfect the art of asking questions: you need to strike a between not being
nosy and showing interest in people’s lives and opinions.
7 Make people feel when they talk to you. If you do this, you can influence
people much higher in the business hierarchy than you are – and those who are much
lower, too.
8 Remember that building is more important (and more productive) than
being impressive.
4 Can you add two more pieces of advice to the list?

INTERMEDIATE
9 Small talk Jon Hird
1 Categorize the phrases and expressions a–w according to the following functions. Three
have already been done for you.
Opening a conversation Directing a conversation Showing interest Closing a conversation
b c a
a Is that the time?

c That reminds me …
b Hello again. d Really?
e It was nice talking to you. g I see.
f Excuse me, … h We haven’t met. I’m …
i Will you excuse me? k I must just …
j Uh huh.
l Long time no see.
m I’m afraid I’ll have to be going.

n I couldn’t help noticing …
p I understand you … o While we’re on the subject of …
r You’re … , aren’t you?

q By the way, …
s Right.
t Talking of …
u Funny you should say that because …
v You must be …
w [name] asked me to give you her regards.
2 Imagine you are at a conference reception. Walk round the classroom and improvise a brief
conversation with as many people as you can. Use the phrases and expressions in 1.

INTERMEDIATE
10A A business trip Paul Emmerson
1 You are planning to go on a business trip. Write the details below. The situation can be
imaginary, or you can make it similar to your real-life job.
Where are you going?
How long are you going to stay?
Why are you going?
What is your itinerary (the places you will visit)?
Who will you meet?
How well do you know them? Have you written / spoken to / met them before?
2 Write two emails, on separate sheets of paper, using the situation you created in 1.
If possible, use real people’s names and a realistic content. The maximum length for each
email is 100 words.
email 1: Write to the person you are going to meet. What do you need to tell them?
Perhaps you need to let them know what you want to discuss. Do you want them
to arrange anything for you?
email 2: Write an email to all your colleagues. Tell them about your plans and ask them
if they want you to take / do / find out / bring back anything.
3 Work with a partner. Exchange email 1, and read each other’s situations from 1. Ask and
answer questions about your two situations. In particular, talk about the kind of reply your
partner expects. You will need this information in the next activity.
4 Work individually. Imagine that you are the person your partner is going to meet.
Write a reply to your partner’s email. The maximum length for the email is 100 words.
5 Exchange and read the emails. When you are ready, act out two roleplays using the
situations that you and your partner created. In the first roleplay, student A is the visitor
and student B is the host. Then swap roles for the second roleplay.
Visitor Host
You are the visitor (who created the situation). You are the host, ready to receive the visitor.
You arrived at your destination a few hours ago, Welcome your visitor, offer them a drink and
you have checked in to your hotel, and now make some small talk (the journey? the hotel?
you have arrived at your host’s office by taxi. the news in their country? the state of the
The receptionist has shown you to the office. market?). Have a short business discussion.
Knock on the door. End in a friendly way and offer to take your
visitor to dinner this evening.

INTERMEDIATE
10B Spam Simon Clarke
1 Complete the text below with the following words. Then answer the questions.
adopt carried colleagues dealing guess harmless headache
hoax receive set spend unlikely wage work
Looking back over the emails I have received in the last couple of weeks, I can see
there is at least one message a day from someone I don’t know, offering some service
or product I am (1) to want. In some cases I can (2) where
they got my email address from, but in others I have no idea. For me, this unsolicited junk
email is not a problem, I can just erase it from my computer. However, in a recent survey,
(3) out for the company Novell Inc. in the UK, 75% of those who were
questioned claimed to receive as many as five junk emails a day, and 15% calculated that
they (4) at least an hour a day dealing with unsolicited spam.
Apart from spam which tries to sell products or services, there is also the problem of
(5) virus warnings, chain letters (where terrible things will happen to you if you
don’t pass on the message to 15 other people) and jokes from friends and (6) .
Although sometimes the content involved can be offensive and contain racist or sexist
language, most of it is relatively (7) . On the other hand, in terms of wasting
employees’ time, it’s a real (8) for many businesses.
There are various strategies you can (9) with spam. The easiest remedy is just
to delete any messages which come from an unknown sender or look suspicious. To deal
with nuisance mail which comes from a regular source, one solution is to (10)
up your email program to ignore mail from that particular address. More legitimate spammers
often give you the option to ‘unsubscribe’ so you don’t (11) any more of their
messages, although in my experience this often doesn’t seem to make any difference. Even
so, while you are (12) with spam you are not doing the work you were hired
to do. If the data analysed in the survey is correct, 1.4% of the national (13)
force is unproductive for this reason at any time during a working day. With a national UK
(14) bill of £368bn a year, this means that for UK businesses spam represents
an annual cost of around £5bn.
a What are the different types of spam?

b Why does it cost companies money?
c How much spam do you receive? What do you do about it? Is it a big problem for
your company?
2 You work in the marketing department of a fast-food chain. You and your partner are
working on a project to promote a new line of pizzas which people can order by phone or over
the Internet. You are considering various methods of promotion. Discuss the advantages and
disadvantages of these ideas.
• cold calling to selected telephone numbers
• flyers delivered by hand to people’s homes
• direct mailing by post
• spamming to email addresses on a database you have obtained
For each method consider the efficiency, cost and effect on your company’s image.
As you discuss your ideas, try to use the following phrases.
I (really don’t) think that we should … In my opinion … I’m not so sure about …
I (don’t) agree with your point … That’s an interesting idea, … I suppose we should …
The advantage of … The problem with … You have to remember that …

INTERMEDIATE
11A Employees’ centre Colin Benn
The company you work for has decided to create a new centre for its employees. (It could be a
centre for sport, learning and personal development, health, relaxation etc.) They are inviting
people to submit projects and a committee will choose the winner. The company is offering a
grant of €1.5M for the project and the centre will be located in the building where you are now.
1 Work in a group. Read about the competition

and decide:
• what project would best suit the building.
• what employees need and how your idea would
benefit them.
• what is required to make your project succeed,
e.g. staff, finance, building work, facilities
and equipment.
2 Draw a simple floor plan of the employees’ centre

and label the rooms and areas.
Have you
got the
winning idea?
We want to hear your suggestions for a
new employees’ centre. Projects to be
presented at a special meeting to be
held at 2.30 pm next Friday.
3 Now prepare a short presentation to persuade the Checklist – don’t forget these
committee to adopt your project. Each member of the team
should present one aspect of the project. Try to create
four key points
maximum impact using pauses, repetition and rhetorical
questions, and prepare visual aids to help you get your
• Tailor the presentation to
message across. your audience: what do they
know and what do they want
to know?
• KISS (Keep It Short and

Simple) and leave them
wanting more …
• Begin and end strongly

because that’s what people
remember best.
• Use eye contact and body

language to strengthen your
argument.

INTERMEDIATE
11B I am a DVD Mark Powell
1 Check you know the names of the controls on a DVD player. Write the words below
the symbols.
2 Your teacher is a DVD player and you have the remote control! Watch him/her play a film of
a business presentation and listen carefully for expressions containing the verbs give, take, make
or do. Pause the DVD each time you hear one and write down the complete expression in your
notebook under the headings: give, take, make and do. Rewind if you need to listen again.
give take make do
Soundtrack
Good morning, ladies and gentlemen. It gives me great in which, I think you’ll agree, we have made considerable
pleasure to welcome you all to our research centre here progress since our last meeting in Cambridge.
in Vitry. I’d like to take this opportunity to thank Mr Oyama,
I can report that we are continuing to make headway in
in particular, for his hard work in arranging this visit. As our
all our areas of research. But it is the results we’re getting
two companies hope to be doing business with each other
from the tests we’ve done on our anti–bcl–2 drug which
in the near future, we know there’ll be a lot of things you
are particularly exciting. To give you just one example, we
want to see. We’ll certainly do everything we can to help
have now been able to hold a cancer in remission, in a test
you make the most of your day with us.
subject, for three months without the need for radiology or
So, just to give you a brief overview of the centre and the chemotherapy. The point I want to make is that, with your
background to some of the work we’re currently doing collaboration, we are confident we can take the lead in this
here, as you know, since 1997 our biotech facility has important area of clinical medicine.
concentrated primarily on the development of a drug to
Please take as much time as you need to talk to our
combat bcl–2, the gene that prevents cancer cells from
research scientists during the tour. I’m sure they’ll do their
dying. Now, we haven’t yet made the final breakthrough,
best to answer any technical questions you may have.
but, given the extra resources we hope your company can
The security passes you have been issued with give you
provide, we believe we are only a few years away from
almost complete access to our research facility. Feel free
making such a discovery.
to take notes and compare data with our informatics
In a few moments, you’ll be taken on a preliminary tour department.
of the labs by our head of biotechnology, Dr Larousse.
Now, if I could just take a few minutes to talk to you about
This will give you a chance to see for yourselves just how
the use of protective clothing …
close we are to our objective. Dr Larousse will also be
giving a short talk this afternoon on the results of our latest
research into other forms of gene therapy in the treatment
of stroke, liver damage and heart disease, three areas

INTERMEDIATE
12 Stories with impact Helena Gomm
1 Number the sections of this story in the correct order.
The one-armed karate student

A The master said he could compete in the tournament, but only if he followed
his instructions carefully and put his trust in him.
B He was puzzled by this and asked the master how, as a boy with only one
arm and only one move, he could possibly have won against all the other
students. The master smiled and told him that there was only one defence
against the move he had learnt – and that was to grab the attacker by the
right arm.
C After a few months, he noticed that all the other students were preparing to
compete in a tournament, and one day the boy asked the master if it would
be possible for him to compete, too.
D 1 There was once a young boy who lost his right arm in an accident. When he
was ten, he told his parents that he would like to join a karate club. They took
him to a local club and asked the karate master if he could join.
E The master then taught the boy one move, and one move only. The boy
practised his one move very hard, but after a while he saw that the other
students were learning a range of different moves and he asked the master to
teach him these as well. The master told him he should just keep practising his
one move. So the boy put his trust in him and continued practising.
F The master said yes, and he soon became an enthusiastic and popular
member of the club.
G The day of the tournament arrived and the boy won the first round, then
the next, then the next, until by the end of the day he had won the entire
tournament.
2 Work with a partner. Which of these do you think is the best moral of this story and why?
Can you add any other morals to the list?
a Put your trust in your teacher and you will not fail.
b If you work hard, you can overcome adversity.
c Success comes to those who never give up.
d Your greatest weakness may turn out to be your greatest strength.
e Don’t let disability prevent you from doing what you want.
f The most unlikely people can accomplish the most amazing things if they try.
g Sometimes you only need to be good at one thing in order to succeed.
3 Successful presenters often use stories with impact to illustrate their presentations.
They say that the ideal formula is:
1 Make a point.
2 Tell the story that illustrates your point.
3 Repeat the point again.
Discuss a business situation in which a presenter might use the story of the one-armed karate
student to illustrate a point.

INTERMEDIATE
13A The good consultant Nicholas Sheard
1 Companies use consultants for many reasons. Match the sentence halves to discover
a few of them.
a Consultants are not involved 1 fresh ideas to the company.
b Consultants have experience of 2 specialist knowledge.
c Consultants bring 3 in internal company politics.
d Consultants can be used 4 things realistically and objectively.
e Consultants have 5 working with other companies.
f Consultants see 6 quickly and efficiently.
g Consultants work 7 by management to take the criticism
for unpopular decisions.
2 Read the story of ‘The consultant, the shepherd and the sheep’.
O nce upon a time there was a shepherd. He was standing by the side of the road, looking
after his flock of sheep. Suddenly, a brand new Cherokee Jeep appeared and stopped near
the shepherd. A young man wearing a Hugo Boss shirt, Yves St. Laurent trousers and Nike
trainers got out and said to the shepherd: ‘If I can guess how many sheep you have in your
flock, will you give me one of them?’ The shepherd looked at the man, looked at his sheep –
who were eating grass peacefully – and said: ‘Yes, OK then.’
The young man parked his car and took out his laptop computer and a GSM phone.
Then he logged on to a NASA website and scrutinized the local area with the help of a GPS
(global positioning system). Next, he created a database and 60 Excel tables full of statistics.
After that, using a hi-tech micro-printer, he printed a 150-page report. Finally, he turned to
the shepherd and said: ‘You have 1,586 sheep in your flock.’ The shepherd replied: ‘You’re
absolutely right, I do have 1,586 sheep in my flock. Now you can take your sheep.’
The young man took a sheep and put it in the back of his Jeep. When he had done this,
the shepherd said: ‘If I can guess your profession, will you give me my sheep back?’ ‘Yes,’
said the young man. ‘You are a business consultant,’ said the shepherd. ‘How did you guess?’
asked the young man. ‘Three things,’ said the shepherd. ‘Firstly, you came here when nobody
asked you to. Secondly, you charged me a sheep to tell me what I already knew. And thirdly,
you have no idea what I do, because you took my dog, not a sheep!’
3 Complete the sentences with a partner using modal verbs. Try to use a different one for
each sentence.
a A good consultant
.
b A good shepherd
.
c A consultant’s report
.
d A company employing a consultant
.
e The recommendations in the report
.

INTERMEDIATE
13B Business behaviour Jon Hird
1 How important are the following characteristics in your workplace or for business in your
country? Put a cross in the appropriate place on each line.
Not important / To be avoided Very important
a using first names
b punctuality
c physical contact
d humour
e giving gifts
f socializing outside work
g physical appearance
h small talk
i showing emotions
j working extra hours
k appearing to be busy
l formality between levels

in the hierarchy
2 Work in groups and share your profiles with each other. Give examples from your own
experiences to explain the characteristics of your culture or company’s business behaviour.
Use the following expressions:
It is always a good idea to … because …
One thing you should never do is … because …
People tend to / tend not to … because …
A lot of people … but I don’t because …
It’s usually appreciated if you avoid … (-ing), because …
On the whole, people don’t … because …
It’s just ‘not done’ to … because …

INTERMEDIATE
14 Selling the company Gina Cuciniello
1 Read the following extracts from letters and tick those which you could use in a letter
introducing your company to a new customer.
a Let me tell you about us.
b As I will be in your area next week,

I would like to …
c I would like to introduce myself

and my company.
d We want to present to you our

company which …
e I have attached our most

recent brochure which …
f Best wishes p I will call you at the end of the week to find
out when would be a convenient time.
g We can give you lots of products
to choose from. q You won’t find prices
better than ours.
h We are a small company which

specializes in … r It’d be great to hear your views.
i We have an international clientele. s All for now. Bye.
j You are requested to inform us t In the meantime, if you would like further
of a time as soon as possible. information, please do not hesitate to …
k Can we come and show u People from all over the world
you our products? buy from us.
l I saw your website and thought you v I look forward to meeting you very much.
could really do with our services.
w We have a great deal of

m Just wanted to let you know … experience in …
n Our range of products is extensive. x Our prices are very competitive.
o Yours sincerely y We would be happy to arrange

a meeting at your convenience.
2 Now write a complete letter to a new customer which your company would like to do
business with, using at least eight of the extracts you have selected. Use your imagination
to provide the details and expand where you feel it is necessary.

INTERMEDIATE
15A Dragon boat racing Nicholas Sheard
1 Discuss the questions with a partner or in small groups.

a Have you ever worked as part of a team to solve a problem?
b Was your team successful? Why/Why not?
c What are the advantages of teamwork compared to
working on your own?
2 Read the story of a boat race. Put the story in the correct
order. A is the first sentence and J is the last.
A A company decided to buy a rowing boat and enter a team for a boat race.
B The management decided to implement the consultant’s recommendations.
C The management called in an internal consultant to analyse the situation.
D With this new team, the company entered a new race. Again, they lost the race by a huge distance.
E Based on these preliminary findings, the consultant delivered her advice: to increase the number
of rowers on the boat.
F The company put together a team of rowers and the team trained hard for two months.
G The new team was made up of one executive director, one deputy director, one manager, one supervisor,
one coordinator, one drummer and four rowers.
H Her report stated that of the ten people on the boat, only two had actually been rowing. The other boats
in the race had had at least eight rowers, with one drummer and one oarsman to steer the boat.
I Despite this, the company came last in its first race by more than 200 metres.
J This time, the management made a quick decision. They fired the four rowers and the drummer
and sold the boat. They stopped all further investment straightaway. Then, with the money from
the sale they gave the managers and supervisors a bonus, and raised the salaries of the directors
in recognition for completing the project under budget.
Correct order
1 A 2 3 4 5 6 7 8 9 10 J
3 Would you have done anything differently if you had been part of the company
management?

INTERMEDIATE
15B Consultancy team Gina Cuciniello
Group A
1 You are a team of management consultants who have been asked by the directors
of a company to provide advice on a problem they are experiencing with their
management meetings.
The problem
The managers in the company are being difficult and unco-operative in the weekly
management meetings which take place at 9.00 am on Monday mornings.
• attendance is poor
• the managers frequently arrive late or leave early
• the managers are quiet and unresponsive
• there is a sense of a group secret or private joke going on
Discuss the problem and decide on your solutions to present to the directors of the company.
2 You are the directors of a company. You have asked a team of management consultants
to provide advice on a problem you are experiencing with your management meetings.
The problem
The managers in the company are being difficult and unco-operative in the weekly
management meetings which take place at 9.00 am on Monday mornings.
• one or two of the managers are dominating the meeting
• the discussion frequently goes off the point and becomes irrelevant
• the managers are not listening to each other
• the managers have not prepared adequately for the meeting
Listen to the management consultants’ solutions to your problem.
Group B
1 You are the directors of a company. You have asked a team of management consultants
to provide advice on a problem you are experiencing with your management meetings.
The problem
The managers in the company are being difficult and unco-operative in the weekly management
meetings which take place at 9.00 am on Monday mornings.
• attendance is poor
• the managers frequently arrive late or leave early
• the managers are quiet and unresponsive
• there is a sense of a group secret or private joke going on
Listen to the management consultants’ solutions to your problem.
2 You are a team of management consultants who have been asked by the directors
of a company to provide advice on a problem they are experiencing with their
management meetings.
The problem
The managers in the company are being difficult and unco-operative in the weekly management
meetings which take place at 9.00 am on Monday mornings.
• one or two of the managers are dominating the meeting
• the discussion frequently goes off the point and becomes irrelevant
• the managers are not listening to each other
• the managers have not prepared adequately for the meeting
Discuss the problem and decide on your solutions to present to the directors of the company.

INTERMEDIATE
16 Teamwork jigsaw Helena Gomm

INTERMEDIATE
17A Teleconferences Helena Gomm
1 Do you take part in teleconferences? If so, what do you like and dislike about them?
2 A business magazine asked its readers to say what they most hated about teleconferences.
Read some of the replies and see if any of the ideas match yours.
I find it particularly annoying when

people arrive late. For some reason,
this doesn’t matter so much in
face-to-face meetings, but it’s really
disruptive when people arrive late for
a teleconference. It’s hard enough to
keep track of who is there anyway,
without some of them joining in
I never know who is who! Some of the
halfway through!
companies I have teleconferences with bring
John extra people to the meetings, often people
I don’t know. I don’t know what their role is
within the company and at the meeting – or
how much importance I should attach to what
I can never tell who is speaking, which they say.
can be very embarrassing. I often have Sandra
teleconferences which involve two women
who sound incredibly alike. It’s not a
problem if we have a videoconference,
but when it’s just on the phone, I feel
stupid and a bit rude having to stop One of my clients has their side of the meeting
them all the time to ask who they are. in a busy office. They don’t seem to have a
separate meeting room, so there’s always a
Helen lot of background noise: people walking up and
down the office, phones ringing, people talking
and laughing – sometimes even people eating!
I find it very distracting. I can’t hear what
is being said in the meeting; and even if I can
I have teleconferences with colleagues in hear it, I can’t really concentrate.
Australia. The meetings always seem to be Lois
arranged at times which are convenient for
them and I find myself having to get up at
dawn or stay at work late in the evening to
take part in the meeting. It’s just not fair! I have had problems recently when I have been
unable to attend a teleconference and no one
Paulo
has been able to fill me in properly on what was
said or decided. At a face-to-face meeting
there is usually someone who takes notes and can
provide these for anyone who missed the meeting.
Teleconferences seem to be much more casual.
It’s treated more like a chat on the phone and
once it’s over, if you’ve missed it, you’ve missed it!
Duncan
3 Work with a partner to think of a solution for each of the problems. Compare your solutions
with another pair and write a list of Dos and Don’ts for people arranging teleconferences. Add
any further recommendations for Dos and Don’ts that you can think of.

INTERMEDIATE
17B A memorable meal Mark Powell
Did I tell you I went to this (type) restaurant the other day?

Yeah, me and (name of another person) . (Name of restaurant)
, it’s called.
I’ve been there before, actually. It’s got a really nice atmosphere. The staff are
very friendly. And I’ve had some absolutely delicious meals there in the past.
They offer a good range of dishes, too – everything from simple traditional
dishes like (give examples) , to more exotic things like (give
examples) . But this time I have to say the meal we had was a bit
disappointing.
Anyway, I ordered my usual steak, which I always have very, very rare.
Because with a good steak you shouldn’t have to cook it too much. It should
still be tender and juicy. And I didn’t want potatoes and vegetables so I just
asked for a side salad.
When the food arrived it was a disaster! The salad didn’t look very fresh .
And, as for the steak! It was so tough I could hardly get my teeth through it.
It obviously wasn’t rare – it was completely well-done!
Anyway, the waiter came over and asked, ‘How’s your steak?’ ‘Well-done,’
I said. ‘Thank you very much, sir,’ he said. I said, ‘No, I mean I ordered it rare
and this one’s been overcooked. It tastes like wood!’ He offered to replace
it, but I said I wasn’t so hungry now, and could I just have something a
bit lighter?
Anyway, after all that, we didn’t even order a dessert because most of them
looked too fattening and we hadn’t really enjoyed our meal. I just asked for
the bill and we left. It’s the first time I’ve left a restaurant without leaving a tip!

INTERMEDIATE
17B A memorable meal Mark Powell
Did I tell you I went to this (type) restaurant the other day?

Yeah, me and (name of another person) . (Name of restaurant)
, it’s called.
I’ve been there before, actually. It’s got a really nice atmosphere. The staff are
very friendly. And I’ve had some absolutely delicious meals there in the past.
They offer a good range of dishes, too – everything from simple traditional
dishes like (give examples) , to more exotic things like (give
examples) . But this time I have to say the meal we had was a bit
disappointing.
Anyway, I ordered my usual steak, which I always have very, very rare.
Because with a good steak you shouldn’t have to cook it too much. It should
still be tender and juicy. And I didn’t want potatoes and vegetables so I just
asked for a side salad.
When the food arrived it was a disaster! The salad didn’t look very fresh .
And, as for the steak! It was so tough I could hardly get my teeth through it.
It obviously wasn’t rare – it was completely well-done!
Anyway, the waiter came over and asked, ‘How’s your steak?’ ‘Well-done,’
I said. ‘Thank you very much, sir,’ he said. I said, ‘No, I mean I ordered it rare
and this one’s been overcooked. It tastes like wood!’ He offered to replace
it, but I said I wasn’t so hungry now, and could I just have something a
bit lighter?
Anyway, after all that, we didn’t even order a dessert because most of them
looked too fattening and we hadn’t really enjoyed our meal. I just asked for
the bill and we left. It’s the first time I’ve left a restaurant without leaving a tip!

INTERMEDIATE
18A Boss or Big Brother? Simon Clarke
1 Read the extract from an article on emails. In each sentence there are two words missing.
Fill the gaps with the following word pairs.
case + pay conducted + behalf customers + worried email + tool emails + words
liable + emails offensive + language perk + hot says + issue scanning + managers
sexism + pathetic systems + snooping take + telephone thinks + halt want + money
UK employers are keeping a close eye on (1) emails in an effort to trap those
using sexist or racist . Automatic (2) equipment is being used
to seek out potentially offensive words that set off an internal alarm, and
are then alerted.
Philip Ryan, from IT company Peapod, says in reality the (3) he develops are
more about protecting companies than on employees. ‘Our (4)
are very . They don’t want to be (5) for things written in
. People do not (6) to end up in court and lose .’
Mr Ryan points to the (7) of Norwich Union, an insurance company, which had
to out £450,000 after its employees sent out emails insulting a market rival.
Professor Helen Petric (8) UK employers may be overreacting to the email
. She recently (9) a survey of email content on
of MSN. There was a bit of (10) and some fairly jokes.
The University of Hertfordshire academic (11) employers’ time might be
put to better uses than trying to their workers’ personal emails. Most
(12) are between 50 and 100 . It doesn’t (13) very
long to read or type them, especially compared to the time a person could spend on
the . Ms Petric says (14) has proved an invaluable
to workers. It should be regarded as a small (15) of the job,
one people should not get too under the collar about.
2 What is your opinion about employers scanning their employees’ email? Discuss the ideas in
the text using some of the following expressions.
I don’t really think … On the other hand …
I agree with what it says about … I’m not really sure …
It’s ridiculous to say … It’s not something that bothers me, but …
I don’t agree with the idea that … I don’t have an opinion either way.
I see what people mean about …

INTERMEDIATE
18B A quality problem Paul Emmerson
1 Your company makes flat-screen TVs. There is a quality problem in the factory and the CEO
is writing an email to all the senior managers. The sentences a–f from his email are not in the
correct order. Decide which order is best and write the sentence letter in the numbered boxes.
a This is unacceptable – we are falling a long way behind our competitors in terms of quality.
b I am very concerned about quality levels in our plant over the last quarter.
c I’ve just been given the figures – defects are up 8% compared to the same period last year.
d When I have your initial thoughts by email, I’ll write a short report and call a meeting to
discuss it in more detail.
e Please give this matter your urgent attention, and reply by no later than the end of
next week.
f The situation cannot continue and I want to know your opinions about why quality is
so poor.
Correct order
1 2 3 4 5 6
2 Write one, two or three emails in reply using the information below. Use separate sheets of
paper. Expand the ideas and feel free to change details or invent extra details. The maximum
length for each email is 100 words.
email 1: email 2: email 3:
You are the plant manager. You are the head of quality You are the finance director. You
You think the problem is due control. You think it is a waste think that the problem is due to
to poor industrial relations in of time trying to motivate the the plant manager and head of
the factory. The workers have workers. The only solution quality control not doing their
no motivation. You think more is more automation using jobs properly. They should train
money should be spent on industrial robots, and at the the workers better, link pay rises
health and safety, improved same time reducing the number and bonuses to improvements
salaries and sports facilities for of workers. Automation is in quality, and investigate in
the workers and their families. expensive, but in the long term detail why the level of defects
the investment will be justified. is so high. Instead of this, they
try to avoid any responsibility.
Be careful how you make these
points in your email.
3 Think of a quality problem in your own company or organization. Answer the

following questions.
a What is the problem?
b Why do you think it has happened?
c Who do you need to email about this problem?
d Now write an email to the person you named in c. The maximum length for your email
is 100 words.
4 Imagine that you are the person who receives the email written in 3. How would you answer
it? Write the reply.

INTERMEDIATE
19A Peasants 1000 AD Paul Emmerson
Peasant A
You are a medieval peasant. You and your family live a simple, honest life.
You grow food and keep animals on a small piece of land. You are friendly with your neighbour.
1 Study the table. The second column shows items that you have now, and the third column shows
what you need (in total, not in addition). Note that there are some items where you have more than
you need, but other items that you will have to get from your neighbour. You are going to negotiate
and exchange items. You may not get a good deal for them. What are your priorities? Your cows won
a prize, so insist on a very good deal for them.
2 Prepare your ideas, then meet your neighbour. There are no rules for how much anything is worth
– it is up to you to get the best deal you can through discussion and negotiation. Before you begin
negotiating, talk a little about the weather, life in the village, the quality of your products etc.
What you have in your farm now What you need for your family What you have after the negotiation
Potatoes 40 kg 10 kg
Cabbages 20 kg 50 kg
Beans None 20 kg
Chickens 30 15
Pigs None 2
Cows 8 6
Milk 20 litres 20 litres
Eggs 40 25
Wine 40 bottles 70 bottles
Firewood 20 bundles 40 bundles
Peasant B
You are a medieval peasant. You and your family live a simple, honest life.
You grow food and keep animals on a small piece of land. You are friendly with your neighbour.
1 Study the table. The second column shows items that you have now, and the third column shows
what you need (in total, not in addition). Note that there are some items where you have more than
you need, but other items that you will have to get from your neighbour. You are going to negotiate
and exchange items. You may not get a good deal for them. What are your priorities? Your pigs won
a prize, so insist on a very good deal for them.
2 Prepare your ideas, then meet your neighbour. There are no rules for how much anything is worth –
it is up to you to get the best deal you can through discussion and negotiation. Before you begin
negotiating, talk a little about the weather, life in the village, the quality of your products etc.
What you have in your farm now What you need for your family What you have after the negotiation
Potatoes 10 kg 10 kg
Cabbages 40 kg 40 kg
Beans 30 kg 10 kg
Chickens 10 15
Pigs 6 2
Cows 1 4
Milk None 20 litres
Eggs None 30
Wine 80 bottles 70 bottles
Firewood 60 bundles 50 bundles

INTERMEDIATE
19B Mini-negotiations Paul Dummett
Jason Electrics: Negotiating a reduction in working time
1 Read the text and complete the first section of the table with notes.
2 You are going to roleplay a negotiation with another student.
a First decide which of you is going to be the Manager and which is going to be the
Union Representative. Think of two concessions you would make in the negotiation
and write notes in the second section of the table.
b As you negotiate, complete the third section of the table.
You work for Jason Electrics, a company

that manufactures electrical cable.
It employs 95 people and is based in an Management Unions
industrial park near Swindon, England. What they want
The regular working week for production
staff is 39 hours, compared with a
maximum of 37 hours in other, similar What they can offer
companies on the estate. The union would
like to negotiate a reduction in working
hours to 37, without any reduction in Concession 1 1
basic salary. They realize that in return for
this they will probably have to increase 2 2
productivity. The management is happy Productivity deal
to consider a reduction in hours if it can
win greater productivity and flexibility in
working time. (It often needs to ask staff
to do overtime for special orders.)
Businessworks: Negotiating the allocation of extra resources
1 Read the text and complete the first section of the table with notes.
2 You are going to roleplay a negotiation with another student.
a First decide which of you is going to be the Sales Director and which is going to be the
Area Sales Manager. Think of two concessions you would make in the negotiation and
write notes in the second section of the table.
b As you negotiate, complete the third section of the table.
You work for the sales department of

a company which makes accounting
Sales Director Area Sales Manager
software. There are four export sales
managers, each responsible for a What they want
different area in Europe. The manager
responsible for Scandinavia feels that
he is overworked and that without extra What they can offer
staff he cannot achieve the targets he
has been set. He thinks that with extra
sales staff and a bigger budget he can Concession 1 1
increase the sales potential. The sales
2 2
director would like proof that sales can
be increased before providing extra staff Risk-sharing deal
and resources. She is prepared to risk
employing extra staff for the area if the
manager will share some of the risk also.

INTERMEDIATE
20 How assertive are you? Helena Gomm
1 How assertive are you? Complete the questionnaire and find out. Choose the option
(a, b or c) you most agree with.
1 Your boss suddenly asks you to do extra work 5 You got on well with your old boss, but she has now
this evening to help him prepare for a conference left and your new boss clearly doesn’t like you. He
tomorrow. It is your wedding anniversary and you watches you all the time, makes nasty comments
have bought tickets for a show. Do you … about your work and points out your mistakes in
front of your colleagues. Do you …
a call your partner and explain that you have to work late?
b tell your boss your can’t work late tonight and a try to work harder and make fewer mistakes in the hope
explain why? that your boss will like you better?
c tell your boss you can’t work late, but give no reason? b complain to the human resources manager and ask to be
transferred to a different department?
2 In the company canteen, someone pushes in front of
c make an appointment to see your boss and explain
you in the queue. Do you …
politely that you find his attitude and behaviour towards
a assume they didn’t realize you were in the queue and you unacceptable?
explain to them gently that you were ahead of them?
6 A colleague arranges to meet you at a local
b tell them not to be so pushy and to get behind you
restaurant. She arrives 30 minutes late and doesn’t
in the queue?
apologize or explain. Do you …
c say nothing?
a point out that you think it is impolite to keep someone
3 You are having an argument with a colleague who
waiting for 30 minutes and then not explain why?
plays loud music at work, which you find distracting.
b say nothing because you don’t want to start an
Are you most concerned with …
argument?
a making your point of view understood and stopping c ask her if something happened to make her so late?
the noise?
7 You order a meal in a restaurant and when it
b finding a way to allow each of you to get what you want?
eventually arrives, it is cold. Do you …
c understanding your colleague’s needs even if they conflict
with your own? a quietly point out the problem to the waiter and ask him
to heat up the food?
4 Someone at work makes unpleasant jokes about you.
b say nothing but don’t leave a tip?
Do you …
c demand to see the manager, complain about the food
a tell them you don’t find the jokes funny and that unless and try to get your meal for free?
they stop, you will report them to the human resources
8 You are about to go on holiday when your team
manager?
takes on a new project. They need your help.
b complain to the human resources manager and insist that
Do you …
this person is dismissed?
c pretend to find the jokes amusing? a postpone your holiday and stay at work to help with the
new project?
b tell them that you haven’t had a holiday in ages and that
you are sure they can handle things without you?
c go on holiday, but tell your team they can contact you by
phone or email if they need help?
fold fold
2 Work out your score. Then read the analysis. Do you agree with it?
Over 20 points 10 to 20 points Under 10 points

1 a 1 b 2 c 3
It is possible to be too assertive! You are assertive in You probably feel uncomfortable when things
2 a 2 b 3 c 1 In fact, you are rather aggressive the way you deal don’t go right because you hate any form of
3 a 3 b 2 c 1 in your dealings with other with other people conflict. Be careful that you don’t become a
4 a 2 b 3 c 1 people. You tend not to take but not over doormat. You may feel that you are getting
other people’s views into aggressive. Well along with people by being passive, but if you
5 a 1 b 3 c 2 consideration so long as you get done! You know don’t assert yourself a little more, everyone
6 a 3 b 1 c 2 what you want. Being kinder and how to get what you will walk all over you! Unless you tell people
7 a 2 b 1 c 3 gentler to other people doesn’t want without being what you want, they won’t be able to take
mean that you are letting them a bulldozer. your needs and concerns into account, so
8 a 1 b 3 c 2 walk all over you. learn to speak up for yourself!
3 What else could you do in situations 1–8? Write your own answers, then compare with a partner.

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What are the three main management styles described in the document?

What are the three main management styles described in the document?

What advice would you give to Mr. Alston to improve staff motivation and company performance based on the information provided?

What advice would you give to Mr. Alston to improve staff motivation and company performance based on the information provided?

INTERMEDIATE

CASE STUDY A: Management style Rebecca Utteridge

In Company 3.0 Intermediate © Macmillan Publishers Limited 2014 PHOTOCOPIABLE WORKSHEET

CASE STUDY B: Brands and culture Rebecca Utteridge

Cards: Set 1 Cards: Set 2

In Company 3.0 Intermediate © Macmillan Publishers Limited 2014 PHOTOCOPIABLE WORKSHEET

CASE STUDY C: Body language Rebecca Utteridge

1 Work with a partner. Discuss the questions.

In Company 3.0 Intermediate © Macmillan Publishers Limited 2014 PHOTOCOPIABLE WORKSHEET

CASE STUDY D: Cultural differences Rebecca Utteridge

1 Read the texts and answer the questions below.

UNCERTAINITY AVOIDANCE INDIVIDUALISM/COLLECTIVISM

High uncertainity avoidance cultures Individualistic cultures Individualistic

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CASE STUDY E: The perfect team Rebecca Utteridge

Fabien (F) Alain (A) Sandrine (S)

What makes you feel good?

Experimenting with new

Assuming responsibility and

Persuading people to see

A S/F Getting the job done properly

How do other people annoy you?

When they don’t finish a task

When they take a perfectionist

2 In your opinion, who would be best at handling the following situations?

In Company 3.0 Intermediate © Macmillan Publishers Limited 2014 PHOTOCOPIABLE WORKSHEET

1A Networking Nicholas Sheard

• Mingle with other students in the class.

In Company 3.0 Intermediate © Macmillan Publishers Limited 2014 PHOTOCOPIABLE WORKSHEET

1B Fugitives Simon Clarke

Ten Most Wanted Fugitives

The descriptions of the fugitives include the following categories:

1 aliases 5 occupation(s) 9 race

2 Match the words and phrases below to the categories 1–12.

4 Perform the following roleplay with a partner.

In Company 3.0 Intermediate © Macmillan Publishers Limited 2014 PHOTOCOPIABLE WORKSHEET

2 The right connections Jon Hird

1 Rephrase the telephone dialogue using more appropriate language.

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3 Yank’s or Chez Antoine? Paul Dummett

Yank’s Chez Antoine

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4 Active listening Helena Gomm

nonsense word /ˈnɒns(ə)ns wɜː(r)d/ All mimsy were the borogoves,

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5A Destination desktop Jon Hird

Business travellers turn to their desktops

What does each of the following refer to in the article?

3 Work with a partner or in small groups and discuss the questions.

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5B Valerie’s trip Colin Benn

SUSAN WEIL HELGER – ZORN

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6 Calculated guess Mark Powell

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