1 The business environment Start up foo am goodat problem-solving. Wf lenjoy teamwork. 1 { oT aE ‘am good at dealing with money.) 2 Compare your answers with your partner. EXAMPLE A enjoy teamwork What about you? B No,Idon'tactually. like being independent. Markus Buyer of luxury leather goods work fora department store. My offices in New York, but | travel alot, Hove travelling and [spend alot oF time in italy and Morocco. enjoy meeting new people and seeing the new styles. Hove the challenge of getting a good contract for my company negotiating a .g00d deal. spend lot of time on my own, but that’s not a problem as | enjoy being independent. tn fact,'mnot agreat ‘team worker. | don't realy like the routine paperwork when | get backto the office—but it needs to be done! like dealing with people.) am not very good at organizing information.) ——. oS What kind of person are you? What's the right job for you? Find outwith this questionnaire. 1 1. Dothe questionnaire Put atick (for yes’ ra cross (f) for‘no! Hike using technology. like being independent. te c being independent ike travelling and meeting new people. don't mind doing routine activities. Idon't like working under pressure.C 3 Read the texts below about Chloe and Markus, and answer the questionnaire for them, Put a question. mark (?} when there isn't enough information, Chloe Exhibition organizer Ireally enjoy my job | love working under pressure and like dealing with people. The other thing Ireallyenjoy se problem-solving. And when you « organizean exhibition, there are always lots of problemstto sort out! | enjoy workingasa team, but |hate dealing with money wasn't good at maths at school, but it'sa part ofthe job, and! have todoit. Sometimes | work in the office, but 'm really not an office sort of person, I ate theroutine!e Language spot Present Simple ‘© We use the Present Simple for facts enjoy teamwork. ‘My company makes furniture, They don’t work well under pressure. Read about Markus again and underline examples of the Present Simple. ‘© We can use certain verbs in the Present Simple (e- like /love / enjoy / be good at / don't mind / hate) with an ing form, like organizing information. You're good at working ina team. She doesn't mind doing routine activities. Read about Chloe again and find phrases with tie /love/ enjoy /hate+-ing. » Goto Grammar reference p.116 1 Choose three jobs trom A. Use phrases trom Btownite five sentences about each job. EXAMPLE Abank clerk deals with money and meets people. A bank clerk computer operator database administrator personal assistant market researcher secretary sales representative B askpeople questions doresearch arrangemeetings travel deal with money organize information meet people make phone calls sendemailsandletters _useacomputer attend meetings writereports sell products: 2 Inpairs,compare your answers. EXAMPLE ‘A What does a personatassistant do? B_ He makes phone cal arranges meetings, and sends emails and letters The business environment 5 ee Inthis unit talking about what you're good at and what you like @ Present Simple © describing what people do at work ‘@ saying numbers @ introducing people 3 Now write sentences asin the example. EXAMPLE Jacob /® travel/ ® organize information Jacob likes travelling, but he doesn't enjoy organizing information. 1 George/ © workin ateam /® doroutine activities 2. Stephanie/ @ deal with people /® deal with money 3 Lauren /@ do research /@ solve problems 4 Andy /@.use technology / @ be creative 5. Rachel/ @ meet new people / ® work under pressure Vocabulary orm jobs from these words. ‘buy administrate organize operate research train design control manage EXAMPLES buyer administrator 1 Workin groups. Discuss the questions DO YOU EVER “¢ bend private emaile? ‘@ text your friends? | @ do homework for another lesson? © gossip? ‘@ surf the Net? - © doodle? @ sleep? f@ listen tomusic?eee £2.5million Cost to UK companies of staff surfing the Net 2. Read the text and answer the questions. 1. Howmuch time each day do UK office workers spertd not working? 2. What's theirmost popular non-workactivity? 3. How much timeeach day do they spend using the computer fornon-workactivities? 4 What percentage of talian office workers firtin the office? 5 What do some employers do to reduce'absentecism inthe office?” 6 What do some employers doto make their staff happierat work? 3. Workin pairs. Discuss the questions. © Didanythingin the article surprise you? © Doyou consider these activities tobe ‘time-wasting’? Imagine you are the manager of a company. What ‘would you do about these activities? OW da ffice warkere spend thelr day? Well, they work of course, but they also find time for other things. A recent report reveals that UK office workers spend about an hour and a half day on personal business. ‘They spend 54 minutes gossiping, 16minutes flirting, 14 minutes surfing the Net, 9 minutes emailing friends and family, and3 minutes shopping online, Surfing the Net in office time for personal reasons is common throughout Europe. Nearly half of workers in Italy, the UK, and Germany confess to visiting sites for holidays and finance when they should be working. In Italy, 4 out of 10 office workers flirt in the workplace and 1 out of 3 employees sends and receives text messages on their mobile during. their working day. Unsurprisingly: employers are not happy with this ‘absenteeism in the office’. Many companies use filters to prevent surfing, and even turn off coffee machines to prevent gossip. In Milan, a worker who regularly surfed unsuitable sites was suspended for ten days. But is the best solution to stop workers socializing and surfing the Net? After all, you don't stop thinking about work when you go home, and your private life doesn't stop when you go to work. A study of the best employers in the UK says that laughing with colleagues, socializing, and having fun creates a ‘workplace where staff work the hardest! One sucessful company has a room with perfumed oils and music, where staff can relax. Another offers ‘games rooms and satellite TV. Itseems that only motivated workers give 100% attention to their jobs. ©The business environment 7 eee dot-com © (ad) relating to business doneon the internet © (x)acompany which sells products or serviceson the Listening 1 @ Listen to Maria, a customer sales assistant, describing how she spends a typical day. Tickthe activities she mentions, 0 wniteletters CO keyindata O sendemails O write minutes O dofiling 0 fillinforms O surfthe Net CO send faxes Ghavemeetings gossip 0 write reports 1 make coffee 1 speak tocustomers Cl arrange travel C fillintimesheets 1D book meeting rooms O distribute the post 2 @ Listen again and decide ifthe sentences are true (T) or false (F). 1. Maria makes a coffee before her morning meeting, 2 Inthe moming she meets people from allover ‘the world. She has to makea lot of phone cals in her job. She doesn tlike sending faxes because t's boring, She curfe the Net five or sixtimes during the day. She has to fillin atime sheetat the end of her day. Company profile Amazon.com 1 Discuss the following questions with a partner. Where does your family buy books computers, ‘ughts, food © Doyoubuytthings on the Net? © What are the advantages and disadvantages. ofe-shopping? 2 Now read about Amazon.com. Student A reads the text ‘on this page, and students reads tne text on page 12 Then cover the information and ask your partner these questions Student A's questions ‘How many people work for Amazon? ‘© What are some of Amazon's key features? fe How does it manage all the data? © Doesanything ever gowrong? Amazon.com Amazon.com is a website where millions of customers in over 200 countries can buy a wide range of goods online. They sell both products and services. These include books, CDs,DYDsand computer games, clothes, computers, mobile phones, cameras, and travel services. You can also rent DVDs. This amounts to tens of millions of items. The company is based in Seattle, inthe United States, but ithas an international division with localized languages, products, and customer service. Amazon doesn’t have just one website, but sixglobal websites, BS 3. With your partner, read the two texts again and translate the following key terms into your own language. Ifnecessary, use a dictionary. 1 range 2 customerservice 3. secure payment 4 product slow 5 toupdate Project 1 With your partner, write five questions about a well-known company. EXAMPLE Apple Mac What type of company sit? 2 Goonline and research the answers to your questions. EXAMPLE sone ofthe world’s leading computer manufacturers8 unt! ‘'mstudying business at ceollege.| want toworkin an international company. t's really important to get a good business qualification. Knowing English nowadaysis essential Keiko Sato Vocabulary Numbers 1 With your partner, decide how to read these numbers in English. 5B 2892 % 956 2 @ listen and write out the numbersas youhear them. 1 saying numbers 250 5799 2 saying fractions Me % % 3 saying decimal pouts 35 1506 196 Pronunciation Numbers 1G Listen and circle the numbers you hear. a 115000 150000 bay yw 15 50 @ 135 305 e440 £ 2317 2370 2 Workin pairs. ach student writes © twofractions © twodecimals © tworumbers containing 11-19 © twonumbers containing 20,30, etc. © twovery big numbers Dictate your numbers to your partner. Write your partner's numbers. Ifyou want to get ajob you must have lots of contacts. 1's not what you know i's who yeu know. Enrique Rivero 9to5 Meeting people 1 It’s Lisa Scacchi’ first day at Alchemy Advertising, What do you think is happening in picture 1? Can you guess the conversation? 2 @ Usten and check. 3 @ Inpicture2, Richard introduces Lisa to Sara Parkes. Whosays what? WriteR, Lor Snext to the expressions, Expressions Sorry, Richard. __ No problem. Haveyougotamoment? _ {like you to meet Lisa Scacchi, my new PA. This is Sara Parkes, our Accounts Manager. Pleased tomeet you. Ws nice to meet you, too 4 @ Now listen to Richard introducing Lisa toloe ‘Abrams, Why is Lisa surprised?Speaking ‘Work n groups ofthree. Two of you workin a company. One of youisa visitor, Student A goto p.108, Student B gotopil2,and Student A goto pil. Business know-how || Which of these are the three most important for you {in your situation? D Getting onin business Learn more than one language Get business qualification Network with farily and frends, Read business magazines and business sections innewnpaper Try toget workexperiencein an office 2 Discuss your opinions with a partner. With your partner,add two or three of your own suggestions. Writing ‘Afriend is looking for a jobin your field. Complete the following email. Explain to him /her about your job (you can choose one), the company you work for, and the essential qualities needed forthe job, |e seed S [x BO | tar] Boe, | got your email this morning. Great to hear from you again, ‘and congratulations on finishing your diploma at last! You wanted some info on my job. Iwwork for... ma Istartwork at | about this jan is Good luck! My main responsibilities are... The best thing ee Checklist Assess your progress in this unit. Tick (¥) the statements which are true. Icantalk about my strengths and weaknesses Icandescribe what people dos part of their obs I canask for and give basic information about acompany | can introduce people a Key words Verbs attend deal with employ fillin keyin research Jobs bank clerk database administrator market researcher sales representative Nouns customer service database manufacturer product range Look back through this unit. Find five more ‘words or expressions that you think are useful28 Units Start up E —————e ~ ONLINE MUSIC BLAMED FOR FALLING SALES 2 worsesales? Audio CD sales set to decrease ‘Fallin retail sales ) getting worse Fairtrade sales rise by 1% | MES ae o [c Net adverts show rising sales ‘ise in organic espite marketing, ° food sales cigarette sales fall Vocabulary Reading 1 Read the headlines again and completetthe table. ‘1 Workin paits Discuss these questions, + hatpersuades you to buy something? ts itt advert? A friend's advice? A magazine or internet article? Asales person? aon © Have you ever bought more than you planned to from = a shop? What were the reasons? adjective ja wu —___ Sa peadthe article and decide if these sales pitchesare vero toincrense effective (E)ornot effective (NB). Explain why. verb torise 1. This product has a camera, an alarm clock, and. 5 <> ee calculator. NE Sell benefits, not features. This machine is going to help you organize your life. noun 2 Workin groups. Talk about these products. Note your ideas and yourreasons. 3. This products smaller, cheapertorun, and hasa longer battery life than our major competitor. mobile phones DVDs desktop computers radios organicfood low-costairlinetickets 4 ‘Right, let metell youall about our products. fastfood 5. Isee.Can yougive mean example of what EXAMPLE yournean? Ithink thesales of mobile phones arefalling Everybody 6 ‘Tell me about the product you arc using at has one already. themoment.Inthis unit ‘© Present Continuous forfuture © begoing to ‘@ making plans and arrangements © writing an email about your plans Sell benefits, not features When youare selling, the customer doesn't ‘want to know about the features of aprodiut. ‘They wantto know how itis going to benefit them. Is it going tomake them more attractive? Or save ‘me? Or help them to ‘work more etictentiy? SE B Differentiate your product ‘You must come up with atleast three ways in ‘hich your produet is different fromthe ‘competition. These are called USPs~Unique Selling Points. For example, your produet Sales techniques could be faster cheaper, | D 5 F e Sndamallerthanthe | Lethe customer | kearntelisten | Gell te people Tarn yo competition tell youwhat they | Salespeoplowhodo | whe buy an! rostof thetaking | ifyouaretryingtosell_| Salespeople ce Youneedtounderstand_ | stallylosethesate! | sproduct,don'ttryand | if yourcustomersare Moet your customer | jourcusiomer before | Listencarefullyand | sellittosomeone who happy they are goingto face-to-face | youcansolthimorher | don’tjumpto hasneverboughtit | telLother people Younoodtomeet your | Something. Don'tstart | conclusions. Take | fore. Sellyour Near 5% of sales are customers, especially if | ‘eling'something | notesandeoncentrato | producttosomeone _theresultof word" youarenen:Itisnot’ | untilyourcustomer | enwhatyourcustomer | whoalreadyhasone. | mouth. Sothink bout | worth spending a has talked about issaying.Findout | Show yourclientshow | how you can create fortuneonnewspaper | themselves Wwhatyoureustomer | yoursissuperiortothe | satisted customers. advertisingor direct really wantshy asking | competition ‘They wil do your mallingforfirsetime Jotsof questions. advertising for you! gntreprene | - ~ — 3 Find wordsand expressions that mean thefollowing 4 Workin pairs.Invent a product. Choose from 1 distinctive parts oraspects of something achocolate bar or sweet (paragraph a) amobile phone 2 tomake something different from other things (B) acomputer 3. sending adverts through the post (C) Giveita name and decide onits benefits and USPs 4. todecide too soon that somethingis true (B) 5 Work with another pait. Try to sell your product Use 5 betterthan (F) the techniques from the article 6 being told about something rather than reading aboutit (6)When the outcome of ‘meeting sta have anather meeting it hae been 3 ‘Meetingsarea symptom of bad organization. The fewer -mectinge the better. Peter. Drucker lousy meeting ‘Management Consutant Herbert Clark Hoover 1909-2005, Uuspresident 1929-1933 9to5 Invitations 1 Look at the pictures and discuss what is happening. 2 G Lstenand answertthe questions. 1 Why does Joe need a meeting with Richard? 2 CanRichard and Joe meet up? 3G Listen again and complete Richard's appointments, Monday show visitors around the studio. —of Talent to New York offce Tuesday am, rector from Fab Films Any simple problemcan be made unsolvable if enough mactings areheld to dicuse it Unknown 4 @ Listentothe second part of 9 to Sand answer the questions. What does/oe invite Lisa to doarter work? 2. Why can'tshe go? 3. Why can't lisa ge ont with ioe on Thursday? 4 Whats happening on Friday? 5 CanLisa go? Expressions let's How about...? What about ...? Canyou make...? Fm afraid can't Frm sory, t'm busy. e Language spot Present Continuous for future, be going to Present Continuous for future Read the rules and complete the examples. aregoingto increase going tocall ‘mgoingto are fomorrow ‘meeting © We use the Present Continuous totalk about things we have arranged in the past todoin the future. 1____Clare for dinner tomorrow evening. © We often use the Present Continuous with expressions like next week, in May, tomorrow, etc. We're leaving for Madrid begoing to © Weuse begoing toto talk about decisions and intentions. Who. you this afternoon? Imtiredl tum off my computerand go home. © Wealsouse it to predictthe future based on information we know now. Dvn sales >> Goto Grammar reference p.1171 Lookat Juan's diary and complete the dialogue. 2 monpay 9.30 Meeting Steve Irvine 13 tuespav 1.00 am. Brief TT Administrator 14 wepnespay 4 Prepare. sales report 15 tHurspay 10.00 am. Croup meeting: present sales Siqures 2.30 p.m. Call Madrid office, 16 Feipav 12.30 p.m. Lunch with Bales tean. Juan What'snext week looking like Alicia? Alicia Well on Monday you sameeting with Steve irvine. (have) Juan Whattime____he__? (arrive) Alicia At930.Andon Tuesday you__* the IT Administrator. (brief) Juan Oh, Hforgol avout thal! Du youTiave Ue documents? Alicia Yes, don’t worry. Juan What on Wednesday? (happen) Alicia You »the sales report. (prepate) Juan Oh, yes. Of course. Alicia Andon Thursday you Sthe group meetingat10.00am.and you? the sales figures (attend / present) Juan Fine 1 the afternoon? (see) Lisa Fuentes in Sales 31 Alicia No, you__* (not). But you 2° the Madrid office (call) Juan What about Friday? ___J__ anything exciting? (@o) ‘Alicia Well, you » junch with the Sales team. (have) Juan That'snot bad! ‘Work in pairs. Talk about things you have arranged to doin the future. Ask and answer questions. EXAMPLE ‘A What are you doing tomorrow? B Tmgoing on a PowerPoint training course Write sentences about Holly’s business trip next month EXAMPLE {Tmgoing to use the gym in the hotel use the gymin the hotel 7 meet alot ofkey customers 7 eat in some good restaurants 7 visit factories x negotiate some new contracts x callthe office every day / check emails every morning X Pronunciation going to @ Ustento the sentences. Notice that the ward fois shortened. This is very common in English. 1 He's going.to take the job in New York. 2. Arethey going tochange your computer? 3 Theyaren't going tomeet their sales target 4 We're going to doa lot of work tonight. @ Workin pairs Practise saying the sentences, Listen again to check your performance Speaking You are going to arrange a meeting. Workin groups of three. Remember to use the expressions fram 95 Student A goto p.108, Student B go to p13. Student C goto ps,32 Units | wouldlike to start a business seling brillant yoghurt and fruit drinks. love smoothies! Kamran Feroz Business know-how ‘Knowing about your strengths helps you find your {deal job, This quizhelps you analyse your dreams ‘and passions. D Find your own USPs © What excites you inthe world? ‘What angers you in the world? ‘What business would you like tostart? ‘What would you write a best-selling book about? Write down five talents that you have. Write down two talents that you don’t use. Wholives the life you most envy and what iit ike? 1 Write answers tothe quizin Business know-how on yyourown. a ‘2 Work in pairs. Compare your answers with your partner, Askand answer questions tofind out more. but Idon't paint, andi can dance but Idon't have time! Inge Samms ‘ents dontuse martes & — Company profile xt ‘Work in pairs. Discuss these questions. ‘© Have you eversold anything in person? @ Ifyouhave how did youdoit? © Have youeverbeen toan auction? © Have you ever bought or sold anything online? Read the company profile of QXL Match the questions andanswers 1. What figures dia QXL achieve in 2005? C 2. What do you know about its founder, Tim Jackson? 3. Whatis the value of QXL?. 4 What does OXL do tohelp the world?__ 5. What are the key features of QXI's service? __ 6 What is QxL?__ 7 8 Who can use QXL? What was OXI's original name? QaxL Europe’s online marketplace AA ttisone of Europe's leading electroniccommerce businesses Youcan auction almost anything, including tickets foreoncerts, computer software and hardware, electronics jewellery, books, and sports equipment. it was founded C ithad a group turnover of £717 milion in 2005 and ithad provides an efficient service Safety 3:75 million transactions. during payments and delivery and D Hea busines speciaist wrte, andpublic speaker. His books include F itclaimsto be easy to use and privacy are top priority. G trases money for charity ahistoryoF intel anda study of Richard Branson and Virgin. He's considered one ofthe fity most influential people in Europe. 1n}997, by Tim Jackson. B itwas originally ced Quel pronounced quicksel butt hanged the name nits second E People living inthe UK France, year of trading to give it a European. ee a ous. Italy, the Netherlands, Norway, Denmark, Poland,Sweden,or ‘Switzerland can buy and sell on QX through its auctions In Norway it hheld anart auction tohelp victims of the 2004 tsunami H Atthetime it merged with its biggest rival~a.German company, itwas worth $3billion. After the imergerit lost 99% ofits value! But by 2005 its market position had Improved radicallyProject Work in pairs.Go online and research eBay, the hugely successful global auction site. Compare your information with another pair and then writea short report. Use questions and answers as in the OXL report Writing Youare going toa sales conference in London. You havea moming sightseeing tour and the conference starts inthe attemoon, Read your itinerary, then waite anemailtoa friend about it Itinerary 10.00am, Goonthe London Bye Goon boat trip on the Thames 11.00 2.80 pm. Attend Sales Dinoctor's presentation oniast year's sales Guess what! 1m going to London next week fora sales Conference. The timetable forthe frst day is really good. We're {going sightseeing in the morning and not starting the sales conference unti the afternoon! First we're going Verbs auction decrease differentiate fall found increase merge rise Nouns benefit feature USP word of mouth Agyectives easytouse efficient Influential Look back through this unit, Find five more ‘words or expressions that you thinkare useful.7 Trade fairs Start up ‘Work in pairs. Look at the objects in the picture and discuss the questions. ‘© Have you got any freebies at home or with you today? © Which five freebies would you like to receive? © Which one wouldn't you wantto receive? © Whatare the advantages and disadvantages offieebies? @ The Manager and Sales Director ofa company called Liberation are choosing which promotional ‘freebies to offer at theirnext trade fair. Tick (/) the items they choose and cross (x) the ones they reject. showlogo.com 2. @ Listen again and note the reasons for and against the freebies they discussed item + E Tconferencefolder | practi ——_(ncrorighal | expenewe stress balls pocket radio mouse mat biro conference bag jouse mat stress ball “a z ‘umbrella | Tonference folder Business cardcaseEE Inthis unit e giving advice @tradefairs © should / shouldn't ‘© writing an email describing a trade fair shouldn't you in your Reading 3 Read the article and anawer the questions. 1 Whyarettrade fairs useful for businesses? 2 Why doyou think planning is important? 3 What tasks do statt do when they are ona stand? Youshoull makeup 4, What actions are important after trade fair? toattract. Staff shouldn't forge EXAMPLE Read the article again and list three reatone for attending a trade fair Trade fairs and exhibitions Crees eres BR ee eee an er ee Sects eros eco cree ce-to-face contacts with Seer me es See eta potential suppliers and ee ee eee esc ees entre ety em eerere epee eta Re re red chance todemonstrateand —_youattend the right one. You get et ee re eer Your staff should be well markets, andhndout what customersyouwanttoattract success. You should boo) prepared and ask appropriate Perea stein me reaeena se ramet ene yr ae ee ae Cererettity ate rae ee ge meee ate eee retard eens ees ean pete record of each visitor, and give out leaflets and busin pe Pee eee lets nreen Peewee ea ers could be improved on.¥ petra ee pee teen een eee Cera Bo eet ee err es eee ae eres Comrteyt big exhibition where ‘manufacturers and sellers of similar or telated products display their goods and m customersandeach other e Language spot should / shouldn’t Complete the rules using two of the following words. advice order stronger weaker Shouldis than must or have to. should invite my boss to the party ~ but 'm not going to! Weuseshould to give an opinion or You should look at a trade fair’ statistics. You shoulan’t neglect the contacts you make. >> Goto Grammar reference p.118 1 Complete these tips for attending a trade fair with should or shouldn't © You. get there early tosetup the stand © You. ‘wear your badge at all times © You Jeave yourbags and coats around © You_____wear smart clothes and be wellipresented © You bbe well-informed about your company © You. eat ordrinkon thestand © You carry anote book with you © You have plenty of promotional ‘materials © You gossip with your colleagues © You. _gct intercated visitors to leave their details 2. Read the problem and write youradvice Th finding te very difficult:to work because my office mate fe always talking on the phone to friends or wantte to gosaip with me. What should Ido? 3 Workin groups. Compare your advice and choose the best solution Idida lt of business at the fai. The products on display were superb They were well displayed andit was easy tosee the products. There was a good range of participating companies. | willreturn next year Bengt Svensson Speaking Workin pairs, Student A goto p.108, Student B go top. 113, 9to5 Eating out 1 Workin pairs and discuss the questions. How often do you eat out? Do you evereat out forworie What are the problems of eating abroad? Which foreign cuisines have you tried? What are your favourite national and foreign dishes? 2. Lisa and Richard are attending atrade fair. They're having lunch at a Japanese restaurant, What do you think they are saying in the pictures? 3 @ Listen and tick what they orderon the menu, chicken noodle soup miso & wakame soup beef teriyaki takoyaki sashimi sampler tuna tatakiTrade fairs 43 4 @ Usten and write T (true) or (false) foreach statement. 1 Lisa hasn't eaten Japanese food before. 2. Richard likes Japanese restaurants because the food is fresh and the service is efficient. 3 Richard can’texplain the dishes on the menu: 4 Lisa is vegetarian and can’teat meat orseafood. 5. Lisa and Richard order the same dishes. 6 Lisa would like to eat at a Japanese restaurant again 5 @ Listenandtick the expressions youhear Expressions Ordering Are you ready tocorder?___ 1 What would youtike? O rdlike ao lthave Talking about food © Canyou tell me what... is? 1 That sounds nice,__ 1 Idon'tlike the sound of that 1 What's the soup like?_ it’s delicious! it’s quitenice, __ Speaking Workin groups of three. Two of you (customers) are eating out ina restaurant. The other is the waiter Customers go to p.109. Waiter goto p13.Business has been so drab, all grey ultsand cufflinks But ‘there’ca whnlenew generation ‘of entrepreneurs starting to make it fun. Simon Woodroffe tel Company profile Yo! 1 Read about Yoland answer the questions. 1 Whois Simon Woodroffe? What was his big idea? When did he starthis business? What does he believe makes a successful business? What are his other companies? Do you think they will be successful? 6 Doyoufind anything about Simon and his business ideas surprising? Yolisa series of successful businesses using the name Yo! founded by entrepreneur Simon Woodroffe in 1997. Alapanese friend suggested he opened conveyor-belt sushi restaurants in the UK. Inspited, he invested his life savings of £150K and borrowed another 150K tostart up Yol Sushi. He started with one restaurant, but went on toopen restaurants| all over the UKand abroad. The company now has turnover of £17mand 10% growth per annum, ‘After leaving school at 16 with hardly any qualifications, Simon worked for over 20 years in the music business asa stage designer. He wanted to be a millionaire even when, hhewas 20,and at 40 decided itwas getting a bit fate! He believes that the key to success a postive attitude, ‘enthusiasm, realism, and the ability to handle fllure. Woodroffe has won many awards, and isan inspiring public speaker. Heis developing a hi-tech, reasonably-priced hotel chain alled Yotel based un Japanese capsule hotels He has Created the fashion chain Yo! Japan in over seven countries, and he is building new Yo! Sushi restaurants around the (world He alen eallesuichi meale ta Famous LK supermarket chain Yo! s one of those empires like Google or Virgin that wants to be a wayofliferather than a business 2. Witha partner read the textagain and translate these ‘words and expressions into your language 1 conveyorbelt 2 loan as 2 ime 4 growth 5 keytosuccess 6 gettingabitlate Project 1 With yourpartner research one ofthe following entrepreneurs Richard Branson Alan Sugar ona famous entrepreneur from your own country calvin Klein 2. Write areport with questions and answers like the article above Business know-how 1 Read about careers fairs. Then work in pairs, wiaest -ofcompanies would be at your ideal careers fair Careers fairs A careers fair is an opportunity for graduates to meet potential employers. They often, take place at universities. You can explore career ‘options, develop anetworkof contacts, or even get ‘an interview D Attending acareers air Introduce yourself Don'tbe shy. Dress appropriately First impressions are important. Research the companies in advance on the Internet. Be prepared to ask questions. Take notes—of names, telephone numbers.ete. Leave an up-to-date CV with potential employers. ‘After the fair, write to the companies that interest you 2 Read the tips and decide which three you think are the ‘most important Why?‘VWadetairs 45 Writing 1. Workin pairs. Read the email and choose the best description of Paola. a Managing Director of DG visitortothe trade fair junior member of staff at RDG badge business card client contact exhibitor freebies im \[Pooererero Soe leaflets »__|[Duncan Bar| __ promotional materials ‘sea _ [ows retailer samples HiDuncan, chanel ccrmengouoe Tevecongrermeetacioe pt pl ; "ve git nna piace nf advice ~ you should learn everything youn ccan about your company’s products before you go! . Look back through this unit. Find five more ‘Anyway, how are you and Kelly ‘words or expressions that you think re See you soon Paola 2 Youwentto atrade fairlast week and manned astand. forthe frsttime, Your company, Free forall, ‘manufactures the marketing gifts on p40, Writean ‘email toa friend describing yourexperience. Include © whatyoudid the best thing the worst thing apiece ofadvice10 Technology Start up ‘Work in pairs. Do the quiz together and calculate your scores. Count how many A, B, C, D answersyou gave. Then read your profile. Mostly As Whatateehnophile!Dayou Wall... youcanusea havetimeforhumans?You computer Andyouhavent | needtatake abreakandsee forgotten about your fiends, sometiends. Butdont geet ehindby netecrnoloy! Mostly Bs Mostly Ds ‘You've gotthe right attitudefor What century are you tiving in? thebusinesswarld.Youknow Modern technology can make ‘and understand technology. _yourlife easier and more fun! ction ut... becareful~don’tletit Andifyouwant ajobin a It'snota problem ~| have: a take over yourlife. business, you'd better lvenup. try dialling later, or do 4 Idon'tnotice, ‘Your computer is being repaired. Reading 4 use my atherPC — Ihave a spare. 'b lusemy laptop. 1 Discuss these questions. € I borrowa computerif necessary. ‘© What do you use a computer for? sso apreere cartel ‘© Howhas the internet changed our lives? Prnstcovoaprattodeathomelntheevenings? | zead the article and answer the questions ' play computer games 1. What two types of computers does the Internet use? 2. What type of server does your ISP operate? Isitusually better to contact you 5 4 bytext message? c by phone? ‘c watchTV dread a book How does a web page arrive at your computer? 4. What was ARPANET? What were its disadvantages? ! 5 What did Tim Berners-Lee do?eeiogy 1 So you think you know about the Internet! Serversand clients The Internet is a world wide network of hundreds of millions of computers linked together by telephone systems. Two basic types of computer are involved - ‘servers'and'clients’ Your home, school, or office computers a client, while the information you seek is stored on the servers Getting toa web page Every website in the world is located on a host server. When you type ina website address your home computers then connected toa ‘gateway’ server. Thisis ‘operated by your internet Service Provider (ISP).Then ‘your request to view a page's passed on by your SP to other servers. in seconds itis passed from server to server ntl it reaches the target host server. Then you can view the web page you requested, Early days The first computer network was developed by the US military during the 1950s. It was adapted by scientists in the 600 they could share information. This new system was called ARPANET. As more and more universities and other institutions used ARPANET.it became an information community. The internet wasstartingto | take shape, Going global | Unfortunately, ARPANET was complex anddifficultto | use. The internet was revolutionized in 1991 when the World Wide Web was invented by Tim Berners-Lee, Now anyone could access information witha click of the ‘mouse! Mosaic, the world’s first Web browser, was introduced in 1993. tworked for both PCs and Apple ‘Macs. And from then on, the Internet became truly global The Passive Complete the examples: wasinvented ispassedon «© The focus ofa Passive sentence! person or thing that does the action. talk about processes ‘Then your request. toy; other servers. © lf we talk about the person or thing in sentence we use by. The first computer network was developed military, © Weuse the Present Passive for things that are true, or things that happen regularly. Your home computer. ? toa gateway server © Weuse the Past Passive like the Past Simple, to tall about complete finished actions and events, or past processes. The World Wide Web > Goto Grammar reference p.120 ‘1 Underline examples of the Present Passive and circle examples of the Past Passivein the text. * by Tim Berners-Lee. 2 Usethese sentencesto write a paragraph Use the Present Passive. When you want to talk about who performs the action, use by. EXAMPLE How mail is delivered Firstthe mailis taken toa sorting office. tis sorted by ‘machines into geographical areas. Then... 1. Postal workers take the mail toa sorting offic. 2. Sorting machines sort the mail inte geographical areas Another machine prints the date on the stamps. ‘Machines put the rail in separate postbags. Postal workers load the bags onto lorries, Lorties take the mail to local sorting offices, Postal workers sort the mail into individual areas. Postal workers deliverthe mail.@ Thee signs $00 years ol, It was first used by allan merchants. Itwasa measure fcapacty for olor grain ‘ofcommunication on the Internet iin English Reading ‘1 Workin pairs, Discuss the questions. © How often do you send emails? © Whodo you send them to? © What styledo you use? Formal, friendly, chatty, ete? 2 Read the article and decide whether each tip is © something the article recommends. which you doalready © something the article criticizes, which youhave done in the past © something you didn’'tknow before © something you will do differently now. 3 Workin pairs Read the articleand decide what the writers of these emails did wrong. EXAMPLE 1 Ahmed shouldn't forward Karen’ reply without her permission. T] Ahmed 5 Iam forwarding you Karen's reply to my enquirs ' haver't asked her but Im sure she won't mind, What do you think? SS [2] Frankie FYI There is @ group meeting next Monday, 2.00 pm. TL) =| [3] Claudia Why didn't you apologize? You are really rude! | can't believe yau - — oe 4) Keiko id you receive my email? | sentit this morning. | need an ancwer immediately. Oe adiaeeeeeeemeenemnll 1981 the frst Personal Computer was introduced by IBM and ran on Microsoft D05 10! Netiquette {Emails are an inevitable part of the modern business world, and they are part of your business image. But can we improve the way we communicate by email? Remember that emails are not private! Only write what you wouldn't mind other people reading, ‘Avoid replying to an email when you areangry. Sending an angry replys called flaming. Don't expect an instant reply. Emails are not phone calls Don't forward someone's message without permission. It may be confidential. Be polite and warm -open and close youremail witha ing and a closing salutation. Keep your message brief—it's not a novell Use only a few paragraphs. ead your message through for ‘tone of voice’ and content. Have you said al you need to say? Don't include the whole previous email. Only quote ‘the relevant part ofthe original message.Put the symbols <> around the quote. Limit your use of abbreviations and emoticons-not everyone understands them! Emoticons 250. surprised sad disappointed Ht +-@ :-S embarrassed crying angryCommunication gaffes cost businesses £4 billion a year 31% TUK consumers stopped doing business with companies because of poor communication. ‘Turn-offs include: (© mistakes in namesor titles © spelingand grammar mistakes © over-familarty Listening 1 @ Before yousend an email there are some simple things to remember. Listen and complete the gaps, Getting ready been) « Always complete the Subject line so the recipient knows what the. enough! Ais about.'Hil'isnot usually ‘@ End your email with a signature. Include your company name, title and contact details. You can make this appear. Soneveryemail. ‘© Only use'Reply toallifall the. read your email. Sneed to ‘© Read your message through, and check spelling, 5, and punctuation. Typing in ‘ is considered to be like shouting, ‘© Remember to.attach that It’seasy to forget! *orpicturet ‘© Check with your. “before sendinglarge attachments, Mailboxes can fill up quickly 2. Workin pairs. Discuss which of these tips you regularly do. Reading 1 Read the anecdotes onthe right. Match them with thesetttls. Bugskilled my computer __Andres can youhearme? No computer, no work Whoops—wrong address! E-ticket-no ticket! you realize how dependent Youcan't write reports, print things. But you get to kno bit better! er twas travelling on a business trip with e-tickets~you just have a printout. But when Itried to check in at Frankfurt airport there was no record of my booking. And the fight was fully booked! Have you ever sent an email o the wrong person? Its so easy just to press’ Send. once wrote an emailto my girlfriend but sent it to my boss by rmistaket 29 Computer viruses. They're really scary. once opened an email attachment and my computer gota virus, [couldn't open any of my documents! My hard disk was destroyed. My mobile phone battery went dead—just aS was closing a business deal! !nearty lost my job. because of it, A dead battery wasn’t an excuse, po ‘Work in groups. Discuss the questions © Have you had similar experiences? © Has your mobile phone or computerlet you down? © Has acomputerized system made amistake?ee Pronunciation Email addresses 1 @ Withyour partner, decide how to read these email addresses. Then listen and check. 1 alicia ramirez@sagacityau 2 gemma [email protected] 3 Ryszard [email protected] 2 Listen again. How do you say the following? 1@ 2.3 4 5G 68 3. @ Listenand write the email addresses. Call centre Taking a message 1. @ Listen and make a note of the information. — the name of the caller — he nanie oC his company — the reason For his call 2. @ Lstenand number the expressions in the order you hhearthern Expressions What can do for you? ‘(Tina Jones) speaking. DCant speak to (Robert Adams) please? {Dlsee that (Robert) gets the message. ‘How can help you? G'm afraid he’s away from his desk UO Thisis oe Enderby) Am calling at a convenient time? ‘BCould you ask him tocall me? Speaking ‘Workin pairs. Student A goto p10, Student B gotop.ld. Ws my job 1 Workin pairs. Discuss the question. ‘©. What does someone in the IT department of acompany do? 2. Read about Gary's job. What skills and qualities does he say are important in his ob? Which ofthese do you ‘think are important inother businesses? Gary Wilson ‘Age:26 Nationality: American What exactly do you do? ma Senior Desktop Analyst.1 am responsible for everything on the users'desktop PCs. What's your favourite part of the job? The variety - Lam involved with lots of people, lots of projects, and hardware and software. very rarely have a regular boring day. What's the most important thing you've learnt? ‘People’ skills areas important.as technical skills. You haveto be able to relate to people, find out information. The solution is not always technical. ‘What are the main challenges? ‘Multitasking - keeping lots of balls inthe air at the same ‘time. Thave alot of different tasks and responsibilities that need tobe properly managed and scheduled. What advice would yougiveto: someone just starting? Neverstop learning, TheIT world moves ata fast pace. You have tokeepup witht. ‘And you should try to understand the wider business you work for ~thatis the reasonBusiness know-how 1) Workin pairs. Think ofall the ways you can stay upto date in business. EXAMPLE attend conferences ‘2 Read the tips below Did you have any different ideas? D Staying up to date Attend conferences. Read magazines related to your area, ‘Swap ideas with classmates and colleagues. Goon training courses it's worth the investment. Keep your contacts list up to date. Never say Ican‘tdo that’ Visit business advice websites ares TS Internet ont browser cent dot ISP lowercase network signature underscore upper case ‘web page Verbs attach connect Writing forward ead the following email from your boss. Katie clearly Be hasn't read the tips on writing emails. What has she done wrong? Referto the advice on p.74 and p75. Look back through this unit. Find five more ‘words or expressions that you thinkare: (Can you contact Adam Krasinski in the Polish office? | want you to send him a copy of the document called ‘personne!’ so he knows about the recent changes to the company organization. Can you also ask him to send me his latest sales figures? | need the information by tomorrow morning! And copy me in on youremall Thanks, 2 Write the email that Katie requests, referring to the adviceon p74 and p75,‘Unitt 11 Job satisfaction Start up Listening 1 Work in pairs, Diseuee what makes you happy. 1. @ Usten to the radio phone in and match the callers to ExampLe I'm happy when Igo out with my friends their main points. Are they happy or unhappy about £ Sicsainmnte ees their workplace? ange the ten factors helow that yout ennsidler most o duis wi ak important for a happy working Ife. oes SUE 2 Dylan unpaid overtime 3 Workin pairs. Compare your answers. sobeew is ape 4 Andy 4 long hours 5 Laura € arelaxed atmosphere G Listen again and complete the sentences. Nuria Being kept__ makes everyone feel better. Dylan Alotof____expect their 3 to work twelve hours a day ~and that is stressfull Beate Theatmosphere hereis relaxed,and that's a = sing 3 3 os Ure i andy incl ofsupportfrommy______~s0 ING truste, pleshouldbe_____ a isteq Pernttsy ct) laura People should be. * for the work they do Pen Gate responsibility ANCE oe es hc aaae Le ee PAN Or ; d iF Urs g Lytle) et working Waa a rec ‘ Siciigl | a etme ve Saami pet MU 3 Workin groups. Discuss the callers’ opinions. OTT9to5 Making sure Lisa is helping Richard and Joe toleave the office. They are going to makea presentation toa client, How do you think they feel? What do you think they are taking with them? @ tsten tothe dialogue and write who 1 booked acab. 2 packed thenvns 3 prepared back-up disks of the PowerPoint presentation 4 istaking printed artwork 5. isgoingtotalktoSara 6 forgot the train tickets @ Tiekthe expressions youhear. Expressions 1 Don't worry. 1D That's a good idea. lil take care of that. 1 That's right. 1D Noprobiem. 1 everything's unuer control 1 Of course | will ‘What advice can you give Richard to help him prepare better? How do you prepare for an important trip? Job satisfaction 79 Ba Inthis unit ‘© question tags ‘© tating about working ite ‘© writing about your ideal job e Language spot Question tags © A question tag isa short question Wecanadditto the end of a sentence, and use ittecheck information © The verb we use in the tag depends onthe verpan the statement. You've packed the CDs, haven" you? Complete the rules with these words: positive negative A positive question hasa___tag. You booked your cab for a quarter past didn't you? Anegative question hasa__tag. You haven't forgotten anything, have you? % Coto Grammarreference p20 1 Complete the sentences with appropriate question tags. 1 Youdidn't miss themeeting,__? 2. Hewas working athome yesterday, __? 3. You'llbein the office before8:30,__? 4 You didn't finish that project,__? 5. Shecan finish the report today,__? 2. You're staying in a hotel with your team fora group, meeting. You're chatting about it witha colleague. Write questions in yournotebook 1 Youthink this hotel is very expensive, This hotel's very expensive, isn't it? > 2. Youdon't think your colleague, likes the meeting You ae 3. Youthink the bedrooms aren't warm enough. 1 4 Youthink that everyone else ishaving breakfast. ‘Everyone else —__ aa 5 Youthink thatthe meal lastnight was terrible Themea]________ as Speaking Workin pairs Student A goto p.110.StudentBgotop ts80 Uniti! People can copy your Hove working here.| work products but theycan'tcopy _longhours,/work hard, and yourculturalstye.(vetried to | want people whowork here “reate a businessinwhich joythemselves ulNaden 2, Hfs Group Financial Sen Chief Executive, Nationwide Reading 1. Kead thelist of companies below. Which ones are shops? Which one has factories? Which ones work mainly with money? SUNDAY TIMES Best big companies to work for in the UK Nationwide ‘The Carphone Warehouse Financial services ‘mobile telecoms retailer Asda Mothercare supermarket retailer KPMG Cadbury Schweppes ‘uit tax, and advisoryservices + food and drink manufacturer ae 2 Read the article and make notes about the companies. Nationwide —gives bonuses, has good managers, works with the community 3. Find these verbs in the article and match them with the words and phrases. 1 make a incompany values 2 offers b their training path 3 express © their colleagues are helprul 4 feel 4. suggestions 5 choose careerbreaks 6 believe f appreciationJob satisfaction 81 Se Job description an official list of job responsibilities job sharing when two people ‘work parttimeandshare fone job Job satisfaction the feeling of enjoyment and reward Every year the Sunday Times newspaper analyses employees’ opinions to find out the eee Ue hsm aed Ce eee tot a aad AtThe Carphone Warehouse Peo there are forums forstaffto the most influential factor takwith tir managers Leaders and senior managers fave to inspite trust Asda uns aschemewherestaffcan _-yourimmediate colleagues make suggestions to thelr MD ~ good ideas win a holiday ts ditectorsalsovst stores and Saren ‘At Asda there are daily bonding sessions, and most staff feel their colleagues are helpful patie sat ‘There are also national sports Eo tournaments, parties,and theatre trips the balance between work f and home Ero Flexibility aboutholidaysis__ newskills and new essentialina good workplace. challenges AUKPMG olaff ua buy’ extra Gaystolday Both Asdaand, AtKPMG there isan e-learning Mothercare are family-friendly, Websitewherestaffcan Mothercare offers career Peesdaedlel Ue re romotion is important for ieee career development ~70% of ‘sda managerscome from the dcp workforce Digtoeritetnebeetts chartyand Be tottislonrce a ene Be se roi cee recip’ Noles decal diy Be Nee cateatierieicen ea Sangha age Catalyysonieipar thet soph mi oe Teale to-day boss taean The best managers trust aR TE OE yeurjudgement and express Mostof The Carphone ‘2ppreciation. 76% of staff Warehouse staff believe in Nationwide ate their company values and feel they managers highly. can contribute to its success, 4 Discuss the methods the companies usetoimprove the ‘workplace. Say if you agreeor disagree with the methods. EXAMPLE ‘A. Asda organizes sportand soctalevents Ithink tsa good idea. B Idon'tagree. My free time ts outside the workplace! 5 Workin groups. Create your own perfect company Think about the conditions, benefits, ete Complete he table with your notes, OUR IDEAL COMPANY NAME OF COMPANY PRODUCT / SERVICE COMPANY BELIEFS. | MANAGERS WORKING HOURS. SALARY | WORKING STYLE (TEAMWORK, ETC.) BUSINESS TRIPS SPORTING FACILITIES ortice LAvour (asics, ODEN-PLAN EATING AREAS SOCIAL EVENTS Houpays 6 Present yourideas to the class.62 Unith ‘Business know-how ‘1 Work n pairs. Discuss the questions. Hows studying and being in a classroom like being at work? ‘How is it different? 2 Job satisfactions alsoimportantifyouarea student. -Answerthe questions truthfully. > Are you getting job satisfaction? # ‘© Areyou well organized? Doyou take enough breaks? Do you feelin control of your work? Doyouhave fun with your workmates classmates? Doyou eel respected and valued? Does your current work fit your long-term plan? Areyou developing new skills? Doyoueverask fornew challenges? Company profile Lush 11 Workin pairs. What are you looking for when you buy cosmetics and tolletries? price brandname reliability natural nottestedonanimals scientifically proven results smells nice keeps alongtime doeswhatitpromises doesn't cause allergies feels nice 2 Read about Lush and answerthe questions. 1. What does Lush make? 2 Whostarted Lush and what stheirhistory? 3 How do staff feel about working for Lush? 4, What are their core beliefs about their products and customers? Lush isa family-run ethical company that invents, manufactures, and sells organic, vegetarian cosmetics. ‘The company headquarters look Iike afarm kitchen! Lush believes in making fresh products out of fruit, ‘vegetables, herbs, and ils. They buy from companies that don’ttest on animals or people. Lush products are ‘made by hand and have basic packaging in line with the company's ecological ideals. They only make products for theirown shops -the company owns all192 Lush shops around the world including shops in Australia, Iceland, Japan, Russia, Korea, Sweden, and the US. Lush was started by Mark Constantine, his wife Mo, and Helen Anbrosen. Twenty years ago the team, started by making products for the Body Shop.In 1990 they launched a company called Cosmetics to Gowhich ‘went bankrupt owing 21 million. after tha, in 1495, they set up Lush laboratories in Markand Mo'shome in the South of England. The company now has over 2,000 employees and profits exceeding £15 ulllion in 2003. Lush givesits staffallot of support responsibility, and training (itis number39.on the Sunday Times list) Staff say they have a laugh at work The company also consults its customers in a chatroom and gets ‘feedback. Lush declares:'We believe that our products should be good value, that we should makea profit,and that the customer is always rightWriting 1 Read this description written by somebody who loves theirjob.Then close your book and discuss witha partners what you can remember, © 1am an events organizer \ organize Social events For businesses. Ihave to talk to lots of different people and be vere organized. enjoy qoing out and visiting new places. My office. i small and open-plan. \ihke new gadgers, and \ use a BlackBerry $0 | can stay in touch shen | cam cu. My coleaques are ma friends and | love. qoing out with them. The compan, arranges trips +o Sporting events, The. things Like best about the job are. the. variety and +e. problem-soVing. e- on 2 itsimportantto visualize your Future career tohelp youfind out what you want. Write tw paragraphs about ajob you would like Paragraph yout ole and esponsbites, your working environment Paragraph? colleagues and sociallif the bestaspects Project These three companies are in the Sunday Times best companies list. Go online and find out why these three areincluded. Write a short report about one of thera, Eeplain why vou think itis a good employer. © WLGore Associates © AvisRent ACar = Alp Nouns atmosphere factor flexibility responsibilty -eupport ‘raining ‘Companies bonus overtime remntion workforce ‘Adjectives challenging essential financial ‘exible % relaxed : look back through this uit Find five more ‘words or expressions that you thinkare useful.14 Dealing with people 2 Dothe quiz. Add up your a,b, and canswers.Then read your profile Start up Workin pairs. Discuss the questions. What things make you inritated? depressed? stressed? upset? 3. Workin groups. Read the quiz again. Why do you think some responses are better than others? EXAMPLE I get irritated when people don't reply to my emails to) Ul AVE) ‘of CV EM QM EVN DEM We all have to deal with difficult situations in everyday life - at home, at school, and at work. But we deal with them in different ways. What would you do in each of these situations? Be honest! 1, Amonthago,acolleague _b_gotoitforfve minutes, | aidsomething that upset, ‘then explain that you J: you. you were alone hivetolesve together, you would € refusetogotoit. 2 calm tllthem what you did bodtyinan upset you 7 arson tora ob you b saynothingaboutit—irs ~~~" geally wanted, you would toolatetotalkaboutitnow 4st yourstrengths and € refuse totalkand simply weaknesses and decide walkaway, how toimprove 3) Youworkincustomer b remiteyourcy (Z, sarvices.youhadacall —¢ gohomeandbe really “1 froman angry customer, miserable. faeces Jo, you shared an office + slqustonstoundestand Z SMiyeurcobenguead Whythecalersangry ae ee b telithecaller that it isn’t you would yourfault ‘a explain toyour colleague hangup. how you fee Hyouwere leaving ajobthat youhated,and there wasa Party for you, you would gotoit,lookhappy.then ‘ignoreit, because youve probably got irtating habitstoo complain toyourboss. forget about it afterwards Mostly As You are aware of yourown ‘andother people's feelings but readthe restofthisunit~ there's stil plenty youcan lean Mostly Bs You think about your feelings and other people but you don't necessarily dotheright thing everytime. Read thisunit =youray find t interesting! Mostly Cs You have. it of trouble Understanding people and stuations,but thisisa skill you can improve. Read this unit andfind out more.e Language spot Second Conditional « Second Conditional sentences talk about things that are unlikely.or untrue future situations, ‘If youdid badly in an interview, you would decide how toimprove If my colleague had an irritating habit, Fwould complain tomy boss Find all the sentences using the Second Conditionalin the quiz. Then tick (/) the correct rules and puta cross (X) next to the incorrect rule. © Weuse the PastSimple after if © Weuse would after if © Togive advice we use: If were you, Twould » Goto Grammar reference p.121 Match the beginnings and ends of the sentences. 1 IfThad problems with my studies, Ifthad several different tasks to complete, fl wanted to get some experience abroad, Ifthad an interview fora job, Ifthad trouble with money, ifthad the chance to workin America, a Iwould write myselfa timetable, b Iwould go. © would give myselfa budget. 4 Iwould look foran exchange programme. € Iwould talk to my teacher. { Iwouldn’tstay up late the night before. 2 Imagine these situations. Write sentences to give your advice EXAMPLE Your friend is going to an interview and doesn't know what to wear. IfTwere you, [would weara smart sutt and black shoes. 1 Your friend is not sure whether to buy an MP3 player ora portable DVD player. 2. Your classmate wants toleam another language. She doesn’t know whether to study Chinese or Japanese. Dealing with people 97 EE Inthis unit ‘© Second Conditional ‘© complaining ‘© dealing with difficult situations ‘© completing personality tests 3 Yourbrotherhas been offered a good job in London. He's not sure what todo, 4 Your friend's uncle has giverther £10,000. She doesn't now what to dowith the money. 3. Training courses are designed to help you change your behaviour and be more effective in your studies orat ‘work, Work in pairs. Choose two courses you would like todo. Explain to your partner why you would choose them. Now isa great time to gain new knowledge and learn new skills. Choose from a wide range of courses. TELEPHONE SKILLS This will help you deal mare effectively with customers con the phone and handle those difficult calls better. TIME MANAGEMENT It's easy to waste time. This course helps you organize your time and prioritize your tasks. LISTENING SKILLS This important skill will help you achieve better results and get on better with colleagues and clients PRESENTATION SKILLS Don't poll your work with a poor presentation. Learn howto speak well in publicand get your point across.98 Unita AllJearning has an There sno thinking emotional base. without feeling, and no Plato. feeling without thinking ‘Mecown et al. Reading 2 Workin pairs. Take tums totell each other about 1 Thinkoftwo interactions you have had, where you had a strong emotional response. Make notes based on ‘these questions. © Whatsort of interaction wasit (email, telephone call face-to-face, etc)? What happened? How did you feel? Ol ene said something ‘that upset you,yourteam matehasn't done enough work,yould lke toaskyour bossforarise.in these situations you have to deal with emotions. We feel emotions every day of our $lives.But did you know they $ can make or breaka career? @ 2 Werte tin that intelligence $ guarantees a successfullife, buttit isnt always enough, Infact, psychologists have found that people with a high IQ (inteligence $ Quotient) don't necessarily § have better lives than those with an average IO. People who can manage their emotions have a better chance of success, And this skillisn'tlinked to how clever you are. @ 3 psychologist DanielGolemanwrotea ‘book alled Emotional Inteligence.It explained ‘Who was it with (friends, classmates, family, etc)? What would you do afferent nextumer that understanding your ‘emotions and managing your relationships with ‘ther people was an essential skill How well you manage your emotions is called your Emotional Quotient (€Q). Amazingly people who have high IOs but low EQs often work for people who have lower iOs buthigher £Qs.So being your interactions. Ask questions to help your partner remember better. 3. Read the article and answerthe questions. 1 Whyare the situations in paragraph difficult? 2 Does ahigh IQ guarantee success in life? 3. What isemotional intelligence? ‘Why are people with high emotional intelligence good communicators? 5. How do businassor benefit from having staff with a high EO? $ clever can get yous job, but } tosucceed youneed to Understand emotions. What happens ifyou find ‘outyou've gota low EO? Don't worry=youcan prove 4m high emetional intelligence are aware ofthe link between ther feelings # and theiractions.They understand other people's feelings, show sensitivity to ipeople'sneeds,andare {good communicators. A study of more than 300 top executives in global companies showed that people witha high EQ performed better Sales staff with high EOs selected bby LOreal soid much more than their colleagues. And aftersupervsorsina factory were trained in listening skills they exceeded productivity goals 50,000. by 2: eo: businesses recognize that emotional intelligenceis essential to theirsuccess.infact,a$40.$ billion EQtraining industry helpsto improve performance, productivity, and customer lations. Many companies now use EQtests when they are recruiting new staff.Soif you're looking fora job, improve your EQ!Thereis only one corner ‘of the universe youcan be certain ofimproving The greatest abilityin businessis togetalong with others and influence Dealing with people 99 —_— Se ‘and that's your own st theiractions. Aldous Hunley John Hancock Vocabulary It’s my job Find words in the article to complete the table. 1 Workin pairs. What doyou think are the responsibilities TT __ ofatband manager? Noteyouridese! ee fem 2. Read the job profile Did you guess alle# Amma's 1 succeed responsibilities? a improvement — 3 feel 4 explan 5 listen ‘Age:23 7 ‘Job: Manager of a jazz band i Spero ‘Nationality: American Responsibilities Speaking ‘Managing a band is like having ten jobs in one. Companies often give employees tests to find out what type of person they are. They might ask questions like if you werea tree, what kind of tree would you be? ‘The answers help them match their employees with. the right job. Work in groups. Ask and answer questions about these things. Have fun interpreting the answers! A Ifyouwerea colowr, what colour would you be? B ldbe lve A Is that because blue isa relaxing colourand you're a calm person? B Ifyou werea patr ofshoes what would you be? A Tid be a really old comfortable pair of trainers. The sort of trainers you wear when you want to havefun covour Song car city building PAIR OF SHOES Animal game feinting food | guess I must be good at multitasking! Itakecareofthe finances, !apply for funding, [manage the website,and organize and promote our gigs and tours. Apart from. that, organize auditions for new band members and ‘choose who we recruit. Iproduce our CDs, too. And did mention Fmalsothe conductor? Essential skills ‘Tosucceed in this job you have to be efficient, bea good writer of emails (and text messages!),and bea great time manager. There are so many thingstodo— Thave to plan my diary a long time in advance. But above all, the manager ofa band has to be good at dealing with people, Favourite things really enjoy talking to all the different kinds cof people from theatre managersto musiciane,I've become a persuasive talkerand [usually get what want, Challenges Forme, the biggest problem is delegating, because [like being in control, Thisis something Ineed to Team! 3 Doyouthink you need a high EQtobea good band manager? Why? / Why not?100 Unit 14 (© Bad news travels fast! A customer whois treated badly bya company willtelltento fifteen friends about the experience ‘© Youareten times more ely tokeep a complaining customer that youhelp, than the customer who says nothing. Call centre Complaints 1 Workin pairs. Discuss the questions. © Doyoufind it difficult to complain? Why? © How do you thinka business should deal with customer complaints? © What happens if company ignores complaints? © Howcana complaint helpa company? 2 @ Listento dialogue 1 between Anna and Graham, and answer the questions 1. Why ie Graham angry? 2 Does Anna get upset? 3. What does she offer to do? 3G istento dialogue? and tick the expressions you hear, Expressions Dealing with complaints 1D I'msorry about that. 1 I'mafraid that C What seems to be the problem? 1D What would you like me todo? 1 r'llook into it immediately. 1D I'mgoing to Complaining 1B Thereseems to bea problem with 1D I'msorry to bother you but Threatening ifyoudon't..., Accepting an apology 1D That's OK /all right. ‘© Winninganewcustomer ‘costs five times morethan keeping an old one, 4 @ usstenand complete dialogue. Karina _Lightwaves Sales department, Karina 3.How canI____2 you? Brian _I'msorryto. *you,but!'m walling for an order from you, and tl ike to know where itis, Karina I'm. ‘sorry about that. What was your order? Brian Well, lordered five multimedia projectors fromyouin August. Karina In August? Brian Thats ».The payment has gone sat the projectorsstil haven't been delivered. Karina Something has clearly gone wrong here. Brian Yes. Andit’sreally quite. Tow. Karina Yes, of course. Iunderstand. First of ll,'m. goingto S with our Accounts department. Then I'm goingtto. ‘our Dispatch department tosee what has —___»vrrong. could you give me ‘yourordernumber? Brian Yes.Justamoment.It'... 5 Read the tips.Can youtthink of any otherhelpful advice? © How to deal with complaints + Be polite and keep calm © ‘Apologize + ASk about the problens + Be sympathetic + xplain what you're. going to do to help 6 Look again atthe dialogue between Karina and Brian, Find examples of where Karina follows the tips. Speaking ‘Work in pairs. Student A go to p.11 Student B go to p14Business know-how ‘I Work in pairs. Discuss these questions. How does your behaviour change when you areangry? ‘What are the advantages and disadvantages of ‘showing you are angry or hiding your anger? 2 Read these strategies for managing anger. Which are ‘new to you? Which seem most useful? ®D Dealing with your anger ‘© Breathe deeply -ithelps you stay calm. © Delay talking until yourangeris under control. Say‘Can wediscuss thislater” ‘© Keep your voice quiet and calm. Take time to think before you speak © Listen and say Iunderstand. This rally helps you. ‘understand the other person. ‘© Avoid making personal comments or using bad language. Writing ‘Two weeks ago you ordered the book How to improve ‘your FQ €40) from ABConline. The ordernumber ‘was #456-8790-003, Unfortunately, you weresent Adventures in Cinema (E14), You have already sent two emails to ABConline but haven'treceived areply. Before you write, decide © what you want to complain about © what you want ABConline todo 2 writeanemailtoaBConline, Project Goonline and find some personality tests -search for EQ.+ tests. Make notes and report back tothe class on your opinion of the tests you did. Do the results really represent your personality? Dealing with people 101 complaint customer relations Gi ¥ performance | productivity 4 recruit 3 look back through this unit-Findfivemore = ‘words or expressions that you think are useful.102 Unit 15 15 Getting ajob Start up ‘Workin groups. Discuss the questions © Whatkind of job would you like? © What skills and qualities do you need for it? © What sort of duties would you have? © Whatsortof working week would you have? Vocabulary Match the captions and the pictures ‘We would like you to start on iNoveriber. We can helpyouifyouneed torelocate. Why does Anya look sohappy? She's leaving, She's just won €2 million on the lottery!_— Your advertisement asks for someone with good computer skills. Tmafraidi've gota terible cold. I've got six months off.I can't wait to go back to work! ___ I'm delighted to announce that Cristina has been made team leader. _ o a ‘Match the expressions and the cartoons. beofferedajob apply forajob resign take maternity / paternity leave be off sick be promoted9to5 Talking about plans 1 @ Listen to the dialogue and answer the questions. 1 Whyis isa depressed? 2 What does Joe plan todo at the weekend? 3. WhyisLisaworried? 4. What does Lisa decide W dual the weekend? 2G Listen again and tick the expressions youhear. Expressions Talking about plans What are your plans forthe weekend? Vm likely to. Vilprobably Iplanto. Imay not: [hope to. might Talking about feelings \'m looking forward to (it) Vm not worried about (it). ¥’m not looking forward to (it) Vm dreading (it) Gettingajob 103 eee Inthis unit © talking about plans (© wil /won't may / might @ discussing feelings © job interviews ‘© completing ajob application form 3 @ Listen and complete the dialogues Use won't will may (not) might{not) A Lisa Anyway, what are Joe Actually, 1 tomorrow.1__3 shopping and then meet some! > goout-1. aDVDathome. 8 Joe Yeah, 'm looking forward toit. Hang-gliding: ‘sreally amazing, ButI___*goifthe ‘weather’ horrible. ifitraine, ‘ goswimming, What about you? isa Oh.1don'tknow... but my weekend _? vertuch fun, Wfact,it______»bepretly awful c Joe OKhe___* promote you... butyour appraisal_____ be ine. You shouldn't beworried about it e Language spot will/ won't, may / might Match these sentences with theriles helowr 1 Imaynot go out-Imay just watch a DVD at home. 2 Iwon'tgo ifthe weather's horrible. 3 Illprobably take it easy tomorrow. 4, He might not promote you. 5 sfttrains, might go swimming. 6 Myweekend won't be much fun. © a Weuse will/won'ttotalkabout things in the futur. O10 © b Weuse may or might totalkabout things that are possibienow or in the future. 10 @ c Remember to.use will won'tin First Conditional sentences. @ 4 Youcan use mayor might in Conditional sentences. 0 > Goto Grammar reference p.121104 Unit 15 eee IKEA factfile © 160 milion copies ofthe catalogue istnbuted each year ‘© 200stores worldwide ‘© 210 milion people visited a storelast year ‘© 76,000 employees © £76bilion annual globalsales © 10,000 products available (© Germans and British biggest buyers oftheir goods White sixsentences about next week Use will, won't, may, or might. EXAMPLES Iwon’t have an exam next week Tmight buy the new Coldplay CD, Iwill go to the doctor to have a vaccination, haveanexam buyacD goto the doctor dosome research onthe internet havea meeting gotothe cinema givea presentation meet anold friend ‘buy some clothes goawayfortheweekend _sendanemail ‘buy something online Pronunciation Dark‘? 1. @ tistenand repeat the sentences, Pay attention to the pronunciation of‘ 1 Tldothese invoices tomorrow. 2. She'll start the research this afternoon. 3. Helllbe promoted next year. 4. They'll have to work faster than that. 2. Work in pairs. Tell your partner about your plans for next week. Think about your pronunciation of the letter’, Speaking Work in groups, Student A go to p.1IL Student B go top15. Student Cgoto p.lls. Company profile IKEA 1. Workin pairs, Talkcabout your family’s buying habits. © Where do you usually buy:turuture, kitchens and bathrooms, home accessories such as vases and picture frames, office equipment, carpets and rugs? © Doyouever buy furniture that youhave to build yourself? What are the pros and cons of this type of furniture? IKEAissomewhere youcan't gowith both hands in your pockets. You have to be active, Goran Nilsson, IKEA 2 Read about IKEA and answer the questions, 1 What doyouthinkare the secrets of IKEA's success? 2. What do you feel about IKEAS attitude tothe customer? 3 Doyouagree with their employment policy? Shopping at IKEA the world’s leading furniture store. is different. Firstyou study the catalogue at home. Then ‘you drive to the giant store to ee the furniture. Then you collect your selection at the self service warehouse. Finally you have to takeithome and build ityourseit The creator ofthis concept, a Swedish business man called Ingvar Kamprad, realized in 1956 that furniture was easicrto store fit was'flat pocked',and more profitable ifyour customer built it. Kamprad is now one ‘of the richest men inthe world with a personal fortune ‘of €46 billion. IKEAS vision s'to createa better everyday life for ‘many people’ by offering’a wide range of well-designed, functional home furnishing products at prices so low ‘that asmany people as possible willbe able toattord them: Todo this it has developed cost-efficient ‘manufacturing and retailing methods. Although most IKEA products areal designed in Sweden, they are now manufactured in nine countries, mostly in Eastern Europe. There are many job opportunities in IKEA. not only in thestores but alsoin distribution, purchasing, product development 7, and their restaurants and food services {kKEAhasa strong company philosophy. They ook for ‘un enthusiastic, soctable people wno work wellin teams. They employ people of different views, ages, nationality,gender and ethnic backgrounds. They believe that thie wil improve business results, strengthen their competitiveness, and make IKEAa better place to work.Gettingajob 105 Listening 1 Thinkof the experience, skills, and qualities that you ‘would need for this job. Make notes. ood tau ‘contact Search jobs Experienced Clerk / Administrator is required for an expanding company Enter key words This is small, friendly, but busy company. We want someone who is flexible an i E tha jab done. Dutioe wil include: ‘© meeting and greeting clients * handling incoming and outgoing emails Select job sector ‘stelephone— handling messages, taking _ organization of conferences TI] calls ete Hours of work are 9.30 -16.30 Selectiob type le office clerk-~ =] ing orders and deliveries Monday to Friday with the post IF youwioh to click on the apply button. oply for thie job, ploase «= typing docums nts «data entry and database management © Apply 2 Workin pairs, Look at these three candidates for the job. What can youtell about them from the photos? Which one doyouthink might be the best candidate? 3 @) Listen tothe candidates and make notes. foe experience skils and qualities strengths weaknesses your comments 4 Workin pairs, Compare notes.Decide whoyouthink 5) Listen tothe interviewer Which candidate did she getsthe job, choose and why? Make notes,106 Unit 15 ieht fight attendants, aged ‘35t055, won adiserimination case against an Australian ‘irline. One applicant wasn't asked about her experience she had tosinganddance Instead! Reading Read the article and match some ofthe interview mistakes with the advice. a Don't wear the wrong clothes. b Don'teat or drink. ¢ Doyourhomework~lear about the company, @. repare appropriate answers to questions f Don’t appeartired or bored. Don't be too aware of time passing, ‘Work in groups. Decide which candidate's behaviour was: © themost embarrassing the most stupid the most offensive © themost inappropriate How NOT to impress atan interview! ‘What mistakes do candidates often make during jobinterviews? ‘@ not much knowledge ofthe company ‘@ not wanting to discuss skills, experience, or career plans very ittleenthusiasm @ noeyecontact @ late artval 2001 survey of 1000 US companies Business know-how ‘1 Workin pairs.Imagine you are interviewing someone tobe the secretary of your place of study. What questions would you ask? 22 Interviewers want to know about your education and past experience, what sort of person you are, and what ‘you can offer. Read the key questions in Business know- how. Write your answers to the questions. D Keyinterview questions What are your best / worst subjects at school? Have you had any expenence of this type otjob? What skills and qualities do you have? What are some of your strengths and weaknesses? ‘Tellme about an achievernent in yourlastjob or at school. Why are you interested in this company? What experience have you had ot working ina teamora group? Speaking Workin groups of three. Goto pL Going for a job interview isa chance to impress and show a company your best qualities. Orit should be! Interviewers told us about their worst experiences. Are you ready for some surprises? 1 ‘Oneca ifitwa Twasal During’ ‘One woman started eatinga mywifeon thedeskand asked henweht her dog tothe candidate once went tosleep aacwerthe questinn clock went off in the candidate's bag. He got up andsaid he had to leave hamburger and fries during because he had another theinterview She said that interviews shehadn't had lunch. ‘Ourcompany does indidate saw a photo of telemarketing Butone candidate said she didn't like my mother. ‘talking on the phonel mazedwhenawoman @ Acandidatecamein wearing feces thr ca sre om interview, She even asked for a listen tome and tothe music bowl of water. at thesame time. Trifust be very boring: A Weinterviewed someone ‘who forgot thename of aur Garg ere had - : Company aay tough wake him up! ‘the interview. We weren't Thecanaastenaieaprare” —_mpressed GSlonns mode tastohs brotnershesnteshimronto If) Qucmganyiasa sua dress policy. But one ‘candidate took this too tar! He came to the interview ‘wearing shorts, flip-flops, andaT-shint the nterviewan alarmGetting a job 107 Writing 1. Complete the following job application form for yourself. Firstname Familyname Address: No.and Street be off sick , City "Town eee Postcode be promoted Home telephone number maternity leave paternity leave Languages youspeak English Other (Specify) ee Doyouhaveadrivinglicence? Yes No Going fora job application Education candidate duties 1 ‘School eaiestonl ay Town Years attended eee strength ificat Qualifications a University Look back through this unit Find five more words or expressions that you think are useful City ‘Town Qualifications Name of employer Duties / responsibilities List any useful skills and experience you have Project Go to www jobcentreplus.gov.uk Choosea job and write a paragraph explaining why you would like the Job and what skills and experience you have.———e Speaking activities Student A Unit 1 po Take tums to introduce a visitor to acolleague at ‘Alcherny Advertising. Your colleague should be busy (onthe phone, working at acomputer) when you make the introductions. Youare Steven/Silvia Johnson Introduce Student C:Kevin/Kia Brooke, Assistant ‘Manager with PTC Plastics to Student B: Martin/Martina DeVita, market researcher Be carefull Kevin/Kia is busy. You are interrupting Unit 2 p13 Take it in tums to role-play the following phone conversations. 1 Youarethe caller~Andrew/Anna Drake, Opus Music, Ask to speak to Alicia Diaz, 2 Youarea secretary at New Line Stores. Say that Steve Chinaloy is ina meeting, Askthe caller totry again in halfan hour, 3. Youare the caller—Frank/Frances Rich, Greenlight Publishing. Ask to speak to Ingrid Musil 4 Youare the receptionistat New Milton Press. Ms Hutton s out ofthe office She is back tomorrow. Unit 3 p.18 1 Youwere ate fora very important meeting with your manager! Unfortunately, your train stopped for more than an hour because of a problem with its engine. You couldn't call the office because your mobile phone battery was empty. Apologize, explain what happened, and promise that next time your mobile phone will work You are often lateso you will have tobe very apologetic! You start 'm very sorry 2 Youareamanager. Une ot your members of statt was an hourlate foran important business dinner witha client. Youwere atthe restaurant with the client andit ‘was very embarrassing, Itisnow the next day. Unit 3 p.19 1 Youareahotel receptionist atthe Millennium Hotel,Rome. Answer the caller's enquiries. Apologize ifthe hotel doesn't offer the facilities the caller requires. FOR ALL YOUR BUSINESS NEEDS « allccoms ofer en sute bathroom, minibar TV, phone, trouser press and hoikyer «+ intemet access in every oom « fness centre, inducing ndoor suring poo, sound ond oun + business centre: secretarial services, computes fox, open 8.00. am. unt 200 pm ‘+ two award-winning restourants and two bars 24-hour room service # meeting rooms to sual neecs (12-300 people) ree cor parang on ste cheek list © * trouser press + Sree parking «near to station + air conditioning + five meeting rooms, Unit 4 p.25 Youare the caller~Simon/Simone Okri You work for Palmer ports You want to speak to Caroline Banville You want to rearrange your meeting with Caroline for tomorrow. Unfortunately you cannotattend the meeting at 3otlock butafter4o'clockisfine Can Caroline call you on 0208 715345 tolet you know if thisis OK? You are the secretary Tell the caller that Richard Coldman is out of the office. Offer to take a message, Remember to check your notes! Unit p31 You want to arrange an urgent sales meeting with your colleagues on Thursday. The meeting will take about one hour, Find the best time for you all to meet. If you. aren't free at the same time, you may need tochange your arrangements,‘Speaking activities 109 9.00am. Sree 10.00am. interview candidate for new 1 adminis ation sect e-tee 1100am. Meeting with Mr Watanabe n200pm. free 1.00pm. have lunch with head of Spanish sales team 200pm. contact suppliers: 3.00pm. interview candidate for new administration Secretary 4.00pm, free 5.00pm. meet new clients 6.00pm. Sree Unit 7 p42 Take itin turns o talk about your problems. Give your partner as much advice as you can. Start by telling your partner your first problem. Problem Ineverget promoted. My boss says I'm doing really well but Isee my colleagues getting promoted and! don’t.1'm meeting my boss next week todiscuss my future, What can Idoto persuade him? Problem 2 Icanneversleep betore nave to give a presentation. 'mso tired when the time comes that don't perform very well. I've got an important sales presentation todo next month. What can Ido? Unit 7 p43 Youare customers. You have problems with the menu. ‘Ask forinformation from the waiter and order your food. [ o Main | Courses Taaditional English cottage pie | Lamb shank with vegetables and ed wine sauce Penne pasta with rocket, oles, nd feta cheese Salmon fh cakes wth salad Cod stutfed with pesto Desserts Torts bu cron with ream Creme bride “Death by chocolate’ with cream Unit p50 1 Youareinthe middle ofaphone conversation. Stodent rabonking ata hatel Yous hve made nls” bt unforseen You aren't sure! r s$ are co the: sstuationto: ‘Remember to use items from the Expressions box. Power Hotel © double room, no bate 2. You aren the mirdle ofa phone conversation You want Student Bto meet client at the airport Younave given the information but unfortunately it's abad line. Make sure they getit right! Rememberto stress the important words. foe reas Seen er) mT eed Unit 9 p.70 Take it in turns toask your work colleague todo the following things. Use as many different question forms aspossible, Can /Could you/ Would you mind. photocopy / letters pickup /visitar/airpart lunchtime meeting / tomorrow phone / New York office close / window stay /10 o'clock / evening answer/ phone‘N10 Speaking activities Unit 9 Company profile p.70 Gap ne sea company cperialiring in hasiceacnal styles for men, women, and children. It consists of three main. chains of stores -Gap, Old Navy and Banana Republic. Itemploys more than 150,000 people around the world Gap, the first Gap Inc, store in Europe, was opened in 1987 in London, England, Gap is very successful in the UK. 1n 1997 Gap Ine. went inte the electronic mail-order business. ‘student R'e questions © When was Gap Inc. founded? © Who founded Gapinc? © Whereis Gap Inc located? © What were the revenue and earnings of Gap Inc, in2004 How many stores does Gap have now? © Inwhich countries can you find their stores? Unit 10 p.76 1 Youare going tomake a phone call Before you begin, decide: © whoyouare © who you workfor © who you want to speak to © yourmessage ‘Try to be as polite as possible, Use expressions from ‘page 76, The person answering the phone begins. Answer the phone and identify yourself and your company / department. ay wha you are and who you want to speak to. Explain that the person is unavailable, Ask to leave a message. f ‘Take the message, then confirm it with the caller. ‘Thank the other person and say goodbye. 2. Now change sues. You ae going to aower Ue pune. Before you begin, decide: © whoyouare © whoyouworkfor Unit 1 p.79 1 Its Wednesday morning. You and your partner are preparing to go away orta business trip. Check that your partner has done /1s going todo the following tasks. Use question tags. Pook cab For ainport on Monday print out e-tickets pick up Polish mone Fron bank on Tuesday pack English-Polish phrasebook © dont Corget calec report! cancel meeting with Tim O'Grady for this af temoon 2 ts Friday morning. You and your partner are going tohaveameeting with an important client in the afternoon, Your partner will ask you about tasks you have (orhaven't}) done. Reassure your partner that you have done (orare going to do) what he/she asks. Use expressions from p.79, Unit 12 p.87 1 Youare an employee. Call your boss and ask for the following things very politely. @ ancxtza day to finish your report togo home early because you havea headache togotoa conferencein the USA ameeting about a project toleave early inorder to meet your sister at ‘the airport 2 Youare the boss, Answer the call and listen to your employee's requests. Decide whether ornot toagree to each one. Unit 1B p.93 A leading fast-food iain wants Wvinlioduce a nen ‘ment iter in their restaurants in your country. They want it to appeal to the local market. In your group you have tu decide: © thenewmenuitern @ itsprice itsname © howtopromoteit 1 2 Brainstorm ideas, Discuss your ideas and try to come toan agreement. Make notes of your decisions. 3. Present your proposal tothe rest ofthe class.Unit 14 p.100 You workin the sales department of Sound and Vision, anelectrical goods supplier. Student #15 going to call you witha complaint. Try to find out what the problem ‘sand then decide what you are going todo. Follow the tips on p.100 and try to use expressions from the list. You work for Axis,a small website design company. In ‘the last two months, yan hau raceived several lattors from Space Energy, your electricity supplier. In these letters, Space Energy says that you owe them €200. This isnot the case, and you have written to Space Energy to explain this. Your letter has not been acknowledged. ‘This moming you have received another letterfrom Space Energy. They say that f you donot pay the €200 debtimmediately, your electricity supply will be cut off. This would be disaster. Decide what you want space nergy todo, then call them. Use expressions from p.100. Unit 15 p.104 Tellyour group about your plans for next week Try to use the Expressions from p.103 and will / won't, may or might. probably possibly feeling goto thedentist 8 seethenewlames © Bond film start driving lessons @ Unit 15 p.106 Activity 2 Read the jab advert below. Take itin turns to be the interviewer, the candidate, and the observer. The observer makes notes about the interview, then gives feedback. Speaking activities 111 Job description: Must skills, Must be computer ‘can-do’ attitude,and must be! team, Duties include answerin fling, and other administrative: ‘the car industry's anadvantage. ‘Thecandidate You have some administrative and customer care experience working fora local sports centre. Youhave studied computer skills at college, but you have never used a computer for your job. You don't know much about the ar industry, but you are keen tolearn. Expressions Let me think. Could you repeat the question, please? eet that I believe that. ‘Theinterviewer Askthe questions from Business know-how. Please come in. Nice tomest you. Please sit down, Wel that's about t. hank you for coming today. ‘The observer Makenotes about education experience skillsand qualities strengths and weaknesses suitability for the job Watch how the interviewer and the candidate ask and answer questions. Are they good listeners? sit successful interview?V2 Speaking activities Student B Unit1 p.7 Student B's questions © Whatis Amazon.com? © What sort of things does it sel? © Howmany products doesithave? © Whereis Amazon based? © Howmany websites does it have? ‘Amazon does not say precisely how many it employs, bbutitis probably over 5,000 people. It also offers tailored services, product reviews, secure payment systern,and the opportunity to'look inside’ over 250,000 books. Amazon's incredibly powerful database (data warehouse) manages product flow, interacts ‘with consumers, offers a fast service, and gets business intelligence. It doubles in size every year, and is ‘updated six times a day. However Amazon does make ‘mistakes. It once offered pocket computers for £7 instead of £192. Some people ordered 50 computers ‘before Amazon temporarily closed its website! Unit 1 p9 ‘Take turns to introduce a visitor toa colleague at Alchemy Advertising, ‘Your colleague should be busy (on the phone, working ona computer) when you make the introductions Youare Alan/Alana Prince Introduce Student A:Larry/Lauren Sinclair, Retail Manager with New Harvest Organics to Student C: Kim han,database administrator Be carefull Kim is busy. You are interrupting. Unit2 p13 1 Youare the receptionist at the Harper Artists agency. atthe caller through to Alicia Diaz 2 Youare the caller-Lou/Lucia Bond, Goth Fashions. Ask tospeakto Steve Chinaloy. 3 Youare Ingrid Musil. Say you are sorry, but youare ina meeting 4 Youare the caller~Charles/Charlotte Beckett, C and M designs. Ask to speak to Ms Hutton. Say you will call, back. Unit3 ps 1 Youare a manager. One of your members of staff was very latefor an impartant macting, You aren'thappy because this person is often late. 2 Youwere an hour late fora business dinner with an important client. You tried to get ataxi from your home tothe restaurant but all the taxi companies were ‘busy.So you decided to drive to the restaurant. Unfortunately, there were no parking spaces near the restaurant and you had to walka long way. Your ‘manager wasat the restaurant and he wasn't very happy! Itis now the nextday. Apologize to your ‘manager, explain what happened, and promise that next time you will book a tax! in advance. You start: rmverysorry Unit3 p.l9 1 Youare interested in staying at the Millennium Hotel, Rome.Call the hotel and ask about its facilites. check © tintemet access + gute + foom service = restaurant in hotel e + air conde iumine a iene Jules Verne fiotel ‘an oasis in the heart of Pari ‘* room description: en sate bathroom, air condraoming, ‘minibar, satellite and local TV, phone, deposit box, and Aadryer restaurant and bar ‘business facilities (conference room, two meeting rooms, computer cilities) «© guest parking, daly rate €5 «free airport shurtle bus “© 0.5 kam fiom the station ibSpeaking activities 13 Unit 4 p.25 1 Youare the secretary Tell the caller that Caroline Banvilleisin a meeting. Utter totakea message. Remember to check your notes! 2 Youre the caller~ Christian/Christine Hiassen, You ‘work for Adonis Sportswear. ‘You want to speaktto Richard Coldman. ‘Theresa problern with Richard's order of 2,000 palts of trainers. Youare travelling in Germany. Your mobile phone rumberis 0345 6262444, Its very important that you speakto Richard today! Unit p.31 Yourcolleague wants to arrangean urgent sales meeting ‘on Thuteday. The meeting will takeaboutone hour Find the best time for youal tomeet.Ifyouaren'tfree atthe same time, you may need to change your arrangements, 9.00a.m. Sree 10.00am. free TL00am. discuss new contract with IPC Giuportané client) have conference call with Paris office Sree Sree 12.00 p.m 1.00pm, 2.00pm, 3.00pm, 4.00pm. Sree discuss costs with Production Manager eed wihe in Central London have pre-theatre dimer 5.00 pan. 6.00pm. | Unit? p.42 Take Lin turns W lak about yous problesis Slast by listening to your partner's fist problem, Give your partneras much advice as you can. Problem 1 [don't get on with my boss. She’s rude tome andalways criticizes me. Propiem2 always tina taifncult to meet deadiines I've got an important jobto finish by next week. What can do toimprove things? Unit 7 p43 ‘Youare the waiter. Help the diners understand the menu. Then take their orders. Main courses ‘Traditional English cottage pie Cottage pie is minced meat with potato on top. Itis ‘cooked in the oven. lamh shank with vegetables and red wine sauce Zarb is meat froma baby sheep. The shankeis part oftheleg Penne pasta with zocket olives, and feta cheese Rocket isa type of salad. Feta cheese is Greekand is ‘made from sheep's milk. Salmon fish cakes with salad ‘ish cakes area mixture of fish, bread, and herbs. they are made into balls, and fried. Cod stuffed with pesto Cod isa whitefish. Pesto isa green italian sauce made with basil and Parmesan cheese. Desserts Tarte aucitron with cream Atart with a lemon filling Creme bralée This is cream, baked in the oven ‘Death by Chocolate’ with cream Aheavy chocolate pudding with chocolate sauce and fresh crea Unit 8 p.50 1 Youare in the middle of a phone conversation. You want Student A to make a booking at a hotel. Youhave given the information - but unfortunately it'sa bad line, Make sure they getitright! Remember to stress the important words Tower Hotel | © Double. room with bathroom | 2 nights: 24 +0 2b ume. | 2 Youarein the middle ofa phone conversation. Student A wants you tomeet a client at the airport. You aren't sure that your notes are correct. Check ‘your information using items from the Expressions box. Sandro Parenti _ Heathrow Airport © Flight number 8D 481 ees,114 Speaking activities Unit 9 p.70 ‘Take it turns to ask your work colleague to do the following ings, Use as anauy different questivn forms as possible, Can /Could you / Would you mind type /letters ‘take / 30-minute lunch break give /talk /sales conference ppass/dictionary finish / report /5 o’dock came / office /early /tamarrow check /letter Unit 10 p.76 1 Youare going to answer the phone. Before you begin decide: e whoyouare © whoyouworkfor ‘Try tobeas politeas possible. Use expressions from p.76 ‘The person answering the phone begins. Answer the phone and identify yourself and your company /department, ‘Say who you are and who you want to speak to. Explain that the person is unavailable. Asktoleavea message. Take the message, then confirm it with the caller. / Thank the other person and say goodbye. 2 Now change roles. You are going to make a phone call. Before you begin, decide: © who you are © who you work for © whoyouwanttospeakto © yourmessage Unit 11 p.79 Its Wednesday morning, You are preparing to goona business trip with your partner. Your partner will ask you about tasks you have (orhaven't!) done! Reassure ‘your partner that you have (or are going to do) what he/sheasks. Use expressions from p79, Its Friday morning, You and your partnerare going to have a meeting with an important client in the afternoon. Check that your partner has done /is going todo the following tasks. Use question tags. book a meeting room on Mondats amange. Sor drinks. fe theck PowerPoint presentation he Lore Friday, don't Forget to invite Kirsten +o the meeting! © cancel all other appointments meet the client at the airport Unit 12 p.87 1 Youare the boss.tisten to your employee's requests. Decide whether or not to agree toeach one. Youarean erployee.Call your boss and ask forthe following things very politely. © ahotiday next week © todolanguage classes during office hours © to collect for charity in the workplace © tobuyanew plant forthe office © tohave.aparty for someone's birthday in the office Unit 14 p.100 You work for Zap, a high street retailer of electrical goods. You have recently hought thirty top-of-the- range TLC sound systems from Sound and Vision, your supplier. You have already sold ten of these to your customers. Unfortunately, three of these systems had serious technical problems and you had to refund your customers. ‘You want Sound and Vision to deal with the problem. You have left several messages at Sound and Vision, but nobody has called you back Decide what you want Sound and Vision todo, then call them. Use expressions from p.100.‘Speaking activi + 2. You work for Space Energy,an electricity supplier, Student Ais going to call you with a complaint. Try to, find out what the problem is and then decide what you are going to do. Follow the tips on p100and trytouse expressions from the list. Unit 15 p.104 (Student B) Tell your group about your plans for next week Try to use the Expressions from page 00 and will/won't, may, ormight. probably possibly feeling gotoAnna’s party 2 presenta praject havea job interview @ Student C Unit 1 p.9 ‘Take tums t introduce a visitor toa colleague at Alchemy Advertising, Your colleague should be busy Unit 15 p.104 (Student C) (onthe phone, working at a computer) when yournake thetntraduetion Tell your group about your plans fornext week. Try to ras oebest ete use the expressions from p.103 and will/ won't, may,or might: Introduce Student B: Michael/Michelle Cohen, Sales s ‘Manager with Blue Sky Hotels to Student A: er John/oanna Hall, copywriter. probably _——_—possitly, new P ‘Be carefull Michael/Michell is busy. You are Bava neiyPE: io interrupting, seemyfriend.saul © Unit 5 p31 have job interview @ Your colleague wants to arrange an urgent sales ‘meeting on Thursday. The meeting will take about one hour. Find the best time for you all to meet. if you aren't freeat the same time, you may need to change your arrangements.