UNIT Pe 1 Offer solution 3 piseuss how long a service wil ake, F evaate the quality of service 4 Planan event Getting Things Done PREVIEW Are youa Brn lat si 1 avtne beginning of every week, you. a. auays make todos or you calender T_, somatmes rake to-co ts, but you often forget 1 ent bother with paring and ust et things happen 2) wnen you need to buy someone aot you Da got something right away Bi & Scorn stow days beloe ounsetoer 1 « pexsorating wont day yau fewtogren 3) wen you have something thats Broken, you a. mmosetoy oko in tobe reared 5 8 tattcraccnenanttretotaet Dc. never get around to taking tin ‘Your resuts Moov answered “fur ormore es: ee eae poss vende ps tS you ane" furor more Hes: 4) wen you have a tot of things You need to do, you do — 2. the hardest things fst Date ia somethit ‘amount of time, you — Da teat motvated towork even harder G1 fedta ite nervous, but you et tO WO! Bc. naveahative dora t feot bad when there aro 2 you teeter gotten done yet Cla os Db sometimes 5 ewe ae ic a procrastinator, but youty get tings dae on ne. { . tt you answered “a" four or more times: A. PAIRWORK Compare responses on the survey with a partner. Does your score accurately describe the kind of person you are? Explain, using examples. B_ DISCUSSION Based on the survey questions, what is a procrastinator? What do you think it means to be an “organized and self-motivated” person? What do you tink are the advantages of being that ype person’© ae PHOTO STORY Read and listen to some customers placing orders at 2 copy shop. Manager: Sorry to keep you waiting, ‘Manager: What can | do for you today, Manager: Excuse me... Hello. ‘Ms, Krauss? Happy Copy. Ms Krauss Customer 1: Ineed to have these Customer 2: Hi, Sam. Ken Li here. Customer 1: Well, see you've got a lot on your plate today. | won't Kee ‘documents copied a.a.p.* Do you Manager: Hi, Mr. Li How can |help " you any longer think you could make 300 copies by "you today? 1:00? Ccurtomer 2, Well fm going through Manager: Don't worry, Ms. Krauss. Manager: afraid that might be ny todo bsyacel | athe "Your order will be ready on time sificut, "ve gota lot of orders to need to have ity 30-page sales Customer 1: Should | give you a call «complete tis mering binders made up for our meeting tater? ‘Customer 1: Sorry. know this is last next week. Any chance | could Manager: No need for that: Come in at minute But t's rally urgent have them fist thing tomorrow "11:00, and 'l have your documents morning? ready. Manager: Wel, you're a good ‘customer get someone to take Manager: Tomorrow morning? care of It ight away. 'No sweat. Can you bring the Customer I: Thanks milion. You'tea,_ documents in before noon? lifesaver Customer 2: Absolutely. | owe you. ‘one, Sam! Customer 1: Thanks, Sar. ‘asap. +s soon a pomble 1D FOCUS ON LANGUAGE Find an underlined expression in the Photo Story you might use for teach of these situations. (Two of the expressions can be used for the same situation.) 4 You want to assure someone that a request is no problem for you. 5 You want to express gratitude for a favor. 6 You don’t want to take too much of someone's time. 1 You need something a.s.a.p. 2 You can see that someone is really busy. 3 There isn’t a lot of time to do something. SPEAKING Based on the survey on page 26, how would you describe each character in the Photo Story? Complete the chart and then compare opinions with your classmates. Which character are you the most like? Procrastinator? | Organized? Explain Ms. Krauss Met a] ao | z= wuts 27EM ores | CONVERSATION MODEL ‘A P08 Read and listen to someone asking for a favor, ‘A: Do you think I could borrow your car this afternoon? Mine's at the repair shop, and I need to pick up my mom at the airport. 8: Gee, !'m sorry, but 'm going to need it. have a doctor’s appointment. A: No problem. think of something. 205 Ways to indeate x B: Hey. Ihave an idea. Maybe you No problem, could get ack o end you is car. esas A: Good idea. I'll go ask him, Don't wery about it B08 RHYTHM AND INTONATION Listen again and repeat. Then practice the Conversation Model with a partner. GRAMMAR The causative Use the causative to express the idea that one person vou can also use have + an object and a Base or 2 8 rear omreaes the ee atone person des ‘nother todo something. persuades or “causes” another person to do something. sete ce Use get + an object and an infinitive. fUnave — syasitant Seton 0 Ou oom abject inttive i a ae Vi get thewaiter to correct the check They got him ‘0 pay for dinner. EME p30 Did she gether friends _to give money to the school? + Causative make to indicate obligation Lette inteate permission > Causative have: common errors A. GRAMMAR PRACTICE Complete each sentence with the causative get. 1 (give) Why don’t you 2 (buy) I might be able to 3 (pick up) Could you 4 (make) You should .. 5 (wash) Why don’t you 6 (lend) I'm sure you can .. your friends someone ‘your kids | 8 Now rewrite each sentence from Exercise A, using have. 1 aueun your assistant my brother the restaurant ... them a ride to the meeting? Us tickets to the game. some things for the party? hotel reservations for us. the dishes after dinner? you a tie© GRAMMAR PRACTICE Choose the correct forms in these sentences with the causatives get and hi 1 have someone atthe front desk (recommend / to recommend) a restaurant. 2 Will your fiend get someone (go / to go) shopping for her? 3 Did you have the salesclerk (find / to find) you a larger size? 4 I'm going to get someone (clean / to clean) up this room. I 5 They should have the waiter (bring / to bring) them the check. D206 LISTEN TO ACTIVATE GRAMMAR Listen to the conversations. ‘Complete each statement, using the causative get. 1 She's going to... the assistant to the post office. FE 2 tracing ses forthe mea 4 At the party, they te to him for everyone. 4 He might try to his parents masiese money. 5 Shes going to ounce the kd [EE 6 they someone the plc QUOTED rte stucco feet A. CONVERSATION ACTIVATOR Wit a pares change ga for euests the Conversaon Model. Change the reqs, he es cabrio Fes i wy. te ptetan, 2 ee eneaead Use the Ideas from the box or your own ideas. Pilsen ewe the mall en change ae _ ‘Some reasons to turn down a request Been ee ze «© You'e late fr an appointment B: Gee, 'm sorry, but 1 Souhveamestnainan hour A Vil think of something, 1 You're eqecting an important phone ci * Your own reason: B: Hey. | have an idea. Maybe you could get oe to ‘i A: Good idea. I'l go ask Do you think you She me ade to DONT STOP! Make other suggestions. What about _? Why don't you ask _? 1B CHANGE PARTNERS Make other requests. Offer other solutions.GRAMMAR The passive causative trim pare conn oye a rchangs neon me We got our pict The passive causative fo }cuses on the object rather than the subject of the Sentence. Use a form of have + an object and a past participle. bjt past partie Wehad — our picture taken after the meeting. (We had someone take a Treyglonse hove the ffces punted edt week. They have someone pat them) Can shehave her. Xerays: ‘Sent this morning? (Can she have someone send Remember: in the Passive voice, a by phrase is used when the information is important. ‘We had the oftice painted last week. It looks great. (no by phrase) sei We're having the office painted by Royal Painting Services, They're the best! ts The passive causative: the by pase es A FIND THE GRAMMAR_Look atthe Photo Story on page 27. Find and underline two example of the passive causative with have. GRAMMAR PRACTICE Write statements and questions, using the passive causative weirs room. 1 Vlike to make an appointment to / my teeth /clean, 4 I need to / my luggage / bring / to my - ry short. 2 could I/ these two sweaters /gitavrap? 5 yesterday /he / his hair / cut / very shor veu__3 Where can / my car / wash /in this neighborhood? 6 we need to / these photos / upload / .s.a,p. "= VOCABULARY Services ‘A 207 Read and listen. Then listen again and repeat. 5 lengthen / shorten a skirt 6 print a sign 7 copy areportB VOCABULARY / GRAMMAR PRACTICE Name other things you can get the services on page 30 for. Use the passive causative. © aide|LISTEN TO ACTIVATE VOCABULARY AND GRAMMAR Listen to the conversations. Complete each statement with the item and the service. Use passive causatives. 1 She needs to have her 2 He needs to have the 3 She's thinking about having a 4 He needs to have his 5 She has to have her 6 He needs to havea 7 He wants to have his new this morning. CONVERSATION MODEL |A_ 208! Read and listen to someone requesting express service, ‘A: Could | have this jacket dry-cleaned by tomorrow? B: Tomorrow? That might be difficult. A: I'm sorry, but it’s pretty urgent. My friends getting married this weekend, B: Well, Ill see what | can do. Butit won't be ready until after 4:00. A I really appreciate it. Thanks! 8 pe2t0| RHYTHM AND INTONATION Listen again and repeat. Then practice the Conversation Model with a partner. "S53 A CONVERSATION ACTIVATOR With a partner, change the Ios for expres EEE Conversation Model. Use the Ideas to request an express frame [apto/ patna | 6. service and give 2 reason for why it's urgent, Then 4 anyean a stan adress skit pants) 3 leraten or shorten fa change roles. ‘eas for why i's urgent eee « Somoe scomng OVS. Cot ati > Sec en pot DONTSTE Gx sampled eal. Tharksa millon. I won't keep you any lor sw much iwi cost YouTea iesaver! 8 CHANGE PARTNERS Request other express services. uwTs. atBEFORE YOU READ WARM-UP What are the best ways for a business to keep its customers coming bac READING an completely tue, remember this secret: customers ‘them coming back Don't procrastinate! Make sure you get things done on time. Don't waste your customers valuable time by making them walt for service Giving customers what they want now i key to your success, and t should be at the top of your to-do list. The business that gets the ob done efficiently anc fasts the one tha customers wil come back Be really reliable. Ifyou say you are going todo something, doit. fa problem keeps ‘you from doing it, apologize and promise toffind a solution. However, avoid making promises you won't be able to keep. Treat ‘customers right by being honest, and they willrecommen you to thei colleagues ‘fiends, nd famiy ‘Stand by your products and services. ‘The good workmanship and attention that g0 nto your high quality procuct, excelent service, or easonable prices wil be apprec ated. Noone wants a product that falls apart or doesn't work. that happens, take responsibilty and arrange to repair it orreplace't A 1 if you waste your customers’ time, they... come back. a will b won't 2 If you don’t do what you say you will do, your customers, a will b won't 3 If you aren't courteous to your customers, they... complain. a will b won't 4 If your customers don’t feel valued, they feel important. a will b won't 5 Ifyou don’t have a “can-do” attitude, your customers a will b won't 2 UMTS 2 Explain your reasons. t may not Be tol trae toh a teat you or fr uses oh YOU Cm remember is secret cs don't really buy services id products; they buy solutions and relationships your own, Here's how to keep, we extremely friendly and courteous, ee vell asa good listener. Be Sure your aertomers feel respected and heerd. Pay Sttentio to complaints as well as praise ‘Always try tobe helpful. Sometimes its ‘Giffeut to answer a customers question ‘Sr fulfil a request. nstead of I don't Know." say, "may not have the answer right now, but Find out” Instead of “iRon't have time right now” say. Vit make time, A ean-do” attitude even under Stress assures customers that YoU will feat them professionally and that you are ready ‘and wling to help. Above all. make your ustomers fel important and valved, and ‘aiways thank them for thelr business INFER POINT OF VIEW Complete each statement, according to the point of view expressed in the Reading, think you are reliable. think you're willing to help.8) ACTIVATE LANGUAGE FROM A TEXT ty Find and underline these words in the feliable reasonable workmanship helpful _ professional Reading on page 32, Complete the descriptions, using the words, 1 Hind Portes prices really compared to other places. I've shopped around, and Ican't find another service with such low prices. 2 What | like about Link Copy Services is that they’re so - Even if the job isa bit unusual, they're willing to try 3 Jamco Design is extremely ......nnseise « YOU never have to worry about their doing anything less than an excellent job, 4 Dom's Auto Repairs increcibly If they promise to have a job ready in an hour, you. can be sure that they will. wR 5 The at J&N is amazing, Their products are all hand-made, and they as for years, ss PRONUNCIATION Emphatic stress to express enthusiasm ‘Past Read and listen. Then listen again and repeat. Finally, read each statement on your own, using emphatic stress. 1 They're REALIy reliable, 3 They're exTREMEly professional. 2 They're inCREDibly helpful. 4 They're $0 reasonable. Sl Evaluate the quality of service Reasons for choosing a business A FRAME YOUR IDEAS Complete the chart with services you a * beation ‘or someone you know uses. Write the name of the business professionalism and list the reasons why you use that business. Then compare rexsoral ices charts with a partner. oes other Fmd fn laundry / dry-cleaning repairs delivery haircuts copying other: B DISCUSSION. Recommend local businesses from your chart, Explain why you and their other customers use them. Use active and passive causatives. 44 Valways get my clothes dry cleaned Textmining (optional) at Quick Clean. They're near my horne Find and undetine tree words or phrases in the Reading And the prices are reasonable, 7) {tha were new to you Us them in your seus. ne - For example “ret them ait” have my shoes repaired. But TAN Shoes is astandrlable. 77 unrs 33"@@ BEFORE YOU LISTEN again and repeat. A Pam VOCABULARY + Planning and running an event Read and listen. Then listen aga amike 2 setup the room mike be 8 lapel mik 3 set up the projector 4 putupthesigns 5 checkthe sound system its my pleasure to inode.) a podium © hand out the agenda 10 ahandout 17 introduce the speaker / the guest PAIR WORK Which of the activities in the Vocabulary have you done yourself or seen someone do? Which activities would you volunteer to do? LISTENING COMPREHENSION A. aM LISTEN TO CONFIRM Listen to the conversations and check the items and equipment they mention. agendas coffee hand-held mikes I lapel mikes Cl projectors) snacks a ints desks handouts podiums signs tickets 18 pi LISTEN FOR MAIN IDEAS. Listen again. Use the Vocabulary and the causative to complete the statements Conversation 1 4 She's also going to get them to 1 Brian's g get his to Ineach room, before the event. 2 Brian will also try to get to wn 5 Lesters going to get people to 1e morning ofthe eve with enough chairs for 30 to 40 people. es 6 He's also going to get people to — é things and get someone to a | they'll make the podium aiid introduce each speaker. a choice of mikes for each speaker.Plan an event ‘A GROUP WORK Pian an event for your class, school, or community il out the form. Discuss each person's strengths and weaknesses and assign who will be responsible for each activity. TYPE OF EVENT LOCATION DATE AND TIME Some ideas a special meeting © atatkora speech an“Engish practic’ day What do you nec i No will get it done ee Top Hatch TV cay 2 Top Noten Pop karacke show a r A (SA sty sgn ‘ a ve you organied and salmativated? | Let me see what can do don'tiwe get him to 1s you procrastinate and pu things of? | Hey, have an dea. Thal might be df How can | els? , [Ne] gota lot on [my late No sweat I'm not really good with technology, Gee. tm sorry. Thanks a milion! but ean get people to r something lowe you one 8 DISCUSSION Present your plans to your class. Be sure to use the causative with get land the passive causative with have. Then choose the best plan. UMTS 35‘A. iB Listen to each conversation. Then complete the statements, using the passive causative with have. Listen again if necessary. Example: He'd lke to have his shoes repaired by tomorrow morning, 1 She'd ike 2 He needs 3 He'd ike . 4 She'd tke B_ Complete each question or request, using the passive causative have. 1 (can / my sweaters /dry-clean) 2 (like / this skirt / lengthen) be os 3 (where can I / these pants / shorten) .. - a : 4 (could you / this document / copy) .. an : forme? 5 (where did she / her painting / frame) sscescsseie - — . 6 (how much did he pay / his camera / repair) S 7 7 (we'd like / some handouts J print)... : asap. 8 (can / this package / deliver) S.. : by Friday? . by tomorrow? © Complete each causative statement in your own way, using the correct form of get. Remember to use the infinitive form of a verb, 1 After dinner last night, we .... the waiter. 2 Last week, We sss OUF teacher 3 When | was young, my friends always me 4 When you arrive, you should nen. the HOt. 5 Don't forget to the doctor 6 Lean never nnn my friends WRITING Do you think being a procrastinator isa serious problem? Explain your views by giving examples from personal experience. os > Sprig otn eth seal fares ftORAL REVIEW GAME. Study the pictures for one minute, paying attention tothe time in each picture. Then close your books. Ask and answer questions about the photos, using the causative, Stat lke this: What does Paul need to have done at 2:00? PAIR WORK Create a conversation for each situation Start ike this Do you think could have this _by vy? STORY Close your books. n a small group, tll the story of Paul's day. Start like this: At#:00, Paul needed to have _ Vv 1D otera solution Discuss how tong a service will take Evaluate the quality of service. CO ptan an event.