Unit 1- Things in An Office

A. Office Equipment

Match the equipment with the function.

1. calculator A. used for many office software and internet

2. cash registers B. needed to store all the office equipment on

 C. stores documents, books or anything that is
3. computer
needed to be stored in the desk
D. used for storing documents that need to be filed in
4. copier's
alphabetical order
E. for holding things like pens, pencils, paper clips so
5. desk top organizer
they don't make the desk untidy

6. desk F. sends documents over a telephone wire

7. disc copying
G. used for making mathematical calculations
equipment

8. draw unit with draw H. used to make exact copies of documents

9. fax machines I. used for totaling goods someone wants to buy

J. a machine that enables you to copy large amounts

10. files
of CDs or DVDs
K. used for inputting text to the computer then to the
11. filing cabinet
monitor screen
L. for making notes for things that need to get done
12. in-tray
or messages from a telephone call

13. keyboard M. needed to view computer output

14. label N. to put work that needs to be done

O. used to destroy documents so not to be seen by

15. monitor
unauthorized people

16. notebook P. to put finished work

17. out-tray Q. a machine used to print images or text

R. able to turn all the way round and move easily on

18. printers
wheels

19. shredders S. used for storing files in order

20. swivel chair T. used to let people know what's inside the draw
 B. Office and Stationery Supplies Vocabulary

Match the name of the supplies with the picture.

appointment book expanding files protractor

ball-point pen/ pen fastener binder ring binder

blade cutter filing box rubber stamp

clamp binder folder ruler

clip fountain pen scissors

clip binder/ bulldog clip glue stick scotch tape

clipboard hanging folder staple remover

compass masking tape stapler

correction fluid paper punch/ hole punch staples

correction tape pencil tape dispenser

dater pencil sharpener text liner/ highlighter

eraser post-it note thumbtack/ push pin

1. 2. 3. 4.
5. 6. 7. 8.

9. 10. 11. 12.

13. 14. 15. 16.

17. 18. 19. 20.

21. 22. 23. 24.

25. 26. 27. 28.

 29. 30. 31. 32.

33. 36.
34. 35.

C. Exercise

Complete the sentences with appropriate words or phrases.

1. Our teacher writes on the board with a red _________.

2. I draw straight lines with a _________.
3. Can I borrow your _________? I need to cut out this picture.
4. My printer has run out of __________.
5. I need a _________to keep these pieces of paper together.
6. During the lecture, I made notes in my _________.
7. Can I borrow your _________? My pencil is blunt.
8. I sealed the envelope with _________.
9. We use a stapler to _________.
10. Before you put the papers in the file, you must make holes in them with a _________.
11. You use _________ to mark something important in a book with a bright color?
12. A _________ is an object that holds a roll of tape and has a mechanism at one end to
shear the tape.
13. _________ is used over the signature as additional evidence of authenticity.
14. _________ is a liquid product designed to cover mistakes made while typing, hand
writing, or photocopying markings on paper.
15. A _________ is a writing instrument which uses a metal nib to apply a water-
based ink to paper.
16. A _________ is a measuring instrument, typically made of transparent plastic or glass,
for measuring angles.
17. A __________ is a drawing tool that can be used to draw circles or arcs, parts of circles.
18. An _________ with multiple pockets are ideal for organizing, storing and transporting
large amounts of paperwork.
19. A _________ a folded piece of thin cardboard that hangs in a drawer, and
in which documents can be stored in an organized way.
20. A _________ a short flat-headed pin, used for fastening paper to a wall or other surface.
Unit 2- Essential Job Vocabulary-1

A. Grammar

Where do you work?

Let’s begin by answering the question, “Where do you work?” This seems like a
simple question, but there are many ways to answer it:

I work at…
I work in…
I work for…
I work with…
I work at/for… (name of company)

For example, “I work at Espresso English” or “I work for Nike.” You can also use
“for” if you work directly for a famous person: “I work for Tom Cruise. I’m his public
relations manager.”

I work in…

a place:
I work in an office.
I work in a school.
I work in a factory.
a city/country:
I work in Paris.
I work in France.
a department:
I work in the marketing department.
I work in human resources.
I work in sales.
a general area/industry:
I work in finance.
I work in medical research.
I work in consulting.

I work with… (things / people that are the objects of your day-to-day work)

I work with computers.

I’m a teacher. I work with special-needs children.
If you want to add more details about your work, you can say “I’m responsible for…”
or “I’m in charge of…” or “My job involves…”
 I’m responsible for updating the company website.
I’m in charge of interviewing candidates for jobs.
My job involves giving tours of the museum.

After these phrases, use the -ING form of the verb.

Let’s review:

 I work at (a company).
 I work for (a company / a person)
 I work in (a place, city, country, department, or general area/industry)
 I work with (people / things)

B. Vocabulary

In conversational English, the question “Where do you work?” is commonly phrased

as “What do you do?” or “What do you do for a living?”

You can answer with one of the “I work…” phrases we just learned, or you can say
“I’m a/an… (your job title).”

I’m a teacher.
I’m an accountant.
How do you answer this question if you don’t have a job? You can say:

I’m unemployed.
I’m between jobs at the moment.
Here are some other reasons you might not have a job:

I’m a student.
I’m a stay-at-home mom/dad.
If you work for yourself, you can say “I’m self-employed.” If you have your own
company, you can say, “I own a small business,” or more specifically, “I own a
restaurant” or “I own a graphic design company.”

Describing Your Job

Do you like your job? Here are some different ways to talk about how you feel
about your work:

My job is interesting / exciting.

I find my work very rewarding.
(this means it satisfies you and makes you feel good)

The work is quite challenging.

(“challenging” can be a way to say it’s difficult, but with a positive connotation;
you enjoy the difficulty)

My job is tough / tiring / demanding.

The work is rather dull / boring / repetitive.

(“dull” is another way to say “boring,” and “repetitive” means you do the same
type of task multiple times; there’s not much variation)

C. Exercise

I. Fill in te blanks with in, at, with or for.

1. She works __________ the head office.
2. My sister is a vet. She works __________ animals.
3. Paul has a lot of experience. She has worked __________ this company for
nearly 30 years.
4. Sharon works __________ the desk right next to the office entrance.
5. I’m working __________ my neighbors on an important project.
6. The government is working __________a reduction in unemployment level.
7. She has been working __________ the kitchen all afternoon.
8. I work __________ child education.
9. He works __________ food. That’s why he always washes his hands.
10. They work __________ the bank at the end of the street.
11. Being a teacher is wonderful. I like working __________ children.
12. People who work __________ money should be honest.
13. We should all work __________ a better world.
14. Alan works __________ that factory over there.
15. Tim works __________ the IT department.
 II. Complete the sentences with the adjectives provided.

creative well-paid relaxing dangerous dull fascinating

satisfying tiring

1. I'm a fashion designer and I make beautiful clothes. I have a

____________________ job.
2. I work in a big bank and I make a lot of money. It's
a ____________________ job.
3. I love working in the garden. It's quiet and I can think. It's
very ____________________.
4. I take photos of wild animals like lions and elephants. I love my job, but
it's ____________________.
5. I stand all day and wash dishes at a busy restaurant. I hate my job.
It's ____________________.
6. I love my job. I learn new things every day! It's ____________________.
7. I'm a lifeguard. My job isn't ____________________, so I don't make much
money.
8. I write music for films. People think I have a very ___________________
job – and they're right. I write music for many different kinds of film: action
films, animated films, historical films, horror films, so my work is
____________________. But it's also a very ___________________ job
because I work for many hours every day. Sometimes I only stop working at
midnight.
Unit 3 - Essential Job Vocabulary-2

A. Essential Employment Vocabulary

When you are officially accepted into a new job at a

company, you are hired by the company. For
example, “I was hired by an insurance company just
two weeks after graduating from college.”

When you’re hired, you become an employee of the company. The company
becomes your employer. The other employees in the company are
your colleagues or coworkers. The person above you who is responsible for your
work is your boss or supervisor.

You can work full-time (usually about 40 hours per week) or part-time (usually 15-
25 hours per week). A small number of companies offer flex-time, meaning the
employee can set his/her own schedule.

In some jobs, you work shifts – meaning the hours aren’t the same every day;
instead, you work a specific block of hours that the manager schedules. If you
work overtime, it means you work extra hours in addition to your normal schedule.

We typically use the expression go to work for arriving at work, and get off work for
leaving work. For example, “I go to work at 8:30, and I get off work at 5.”

Your commute is how long it takes you to arrive at work by car or public
transportation. For example, “I have a 20-minute commute.” Some jobs allow you
to work remotely – that means you can work from home or another place with an
internet connection, and you communicate with your coworkers by phone, e-mail,
and video conferencing.

As an employee of the company, you earn a salary – money you receive regularly
for your work. Don’t make the mistake of saying “win a salary” – the correct verb is
“earn.”

If you’re good at your job, you might get a pay raise (or a raise) – an increase in
your salary. You could also get a promotion – an increase in importance and
authority. At the end of the year, some companies give their employees a bonus –
extra money for work well done.

The opposite of “hire” is fire – when your company forces you to leave your job. For
example, “Peter was fired because he never came to work on time.” Usually if
someone is fired, it’s because they did something bad.
If an employee loses his or her job because of a neutral reason, like the company
reducing its size, then we say the employee was laid off. For example, “Donna
was laid off when her company started having financial problems.”

If you decide to leave your job, there are three verbs you can use:

I’m going to quit my job.

I’m going to leave my job.

I’m going to resign.

“Quit” is informal, “resign” is formal, and “leave” can be formal or informal.

When an old person decides to stop working, the verb for this is retire. In most
countries, people retire around age 65. If you’re older than that and you’ve stopped
working, you can describe your current situation by saying, “I’m retired.”

B. Corporate Hierarchy

Read the conversation between Juan and Peter, where Peter explains the different
job titles in their company hierarchy/structure.

From the context, try to guess what the meaning of the words/phrases in bold are.

Juan:'Peter, have you seen the global email about the restructuring of the company.
It says that the Board of Directors are going to make an announcement by the end
of the month. What is the Board of Directors?'

Peter:'The Board of Directors or as it is often called 'The Board', is the group of

people who make the big decisions about the company. About what we do and how
we do it.'

Juan:'So they are the owners of the company?'

Peter:'In some companies they are, but in our case because we're a large
multinational company, they aren't. Here, they are employed by the owners,
the shareholders, to oversee or supervise the company for them. The board is non-
executive, which means they aren't involved in the day-to-day running of the
company. The most important member of The Board is called the Chairman, in
some companies the Chairman is called the President.'

Juan:'So, if they don't run or manage the company, who does?'

Peter:'In our company the person responsible for the day-to-day running of the
company is the Managing Director. He or she is the most senior manager in a
company. In the United States this position has a different name, it is called
the Chief Executive Officer.'

Juan:'So, what does a Finance Director do? Are they non-executive also?'

Peter:'No, a Finance Director is the job title for a senior manager who is responsible
for the Finance Department. They are less senior than the Managing Director or
Chief Executive Officer, who they have to report to. Normally, the boss or head of
each department is called a Director, like Sales Director or IT Director. In America,
the title of this position is Chief Financial Officer etc...'

Juan:'I think I understand. So under them in the company structure you have
managers, like us. And under the managers, you have supervisors. Is that right?'

Peter:'Basically. Although today it is more common to call a supervisor, a team

leader. They make sure that staff are doing what they should. Then under them,
you have analysts and assistants, who don't have any management responsibilities.
In theory the job title of analyst is for a position where they have to analyse
information or data, for example a Business Analyst analyses data to find trends. An
assistant is the general job title for a normal member of staff, like a Customer Care
Assistant. But the actual title of this position depends on the company (some
companies have different names for it).'

C. Exercises

I. Complete the sentences with approprioate words or phrases.

1. We threw a big party for my father when he __________ after 35 years in

the company.
a. hired an employee
b. laid off
c. retired
2. "Good news - I __________!" "Congratulations!"
a. got a raise
b. was fired
c. retired
3. The employees with the best work will ___________.
a. get laid off
b. get a bonus
c. get overtime
4. A lot of people ________________ during the global financial crisis.
 a. got promotions
b. were laid off
c. earned a salary
5. After six months looking for a job, she was finally ________ by the country's
biggest TV station.
a. hired
b. fired
c. retired
6. I __________ because I didn't like working such long hours.
a. got a raise
b. quit my job
c. fired my colleague
7. I get along well with all of my __________. They're great to work with.
a. employers
b. colleagues
c. retires
8. You need to get approval from the _________ before signing that contract.
a. resign
b. pay raise
c. supervisor
9. I'm ______-employed; I do freelance web design.
a. auto
b. owner
c. self
10. Helping kids learn to read is very ___________ because it's a skill they'll use
for the rest of their lives.
a. demanding
b. rewarding
c. repetitive
11. A person or company that pays people to work for them.
a. employer
b. employ
c. employee
d. employment
12. A person who is paid to work for someone.
a. employer
b. employ
c. employee
d. employment
13. He was let go. (=The company let him go).
a. He was fired.
 b. He was praised.
c. He was hired.
d. He was promoted.
14. Find a sentence that doesn’t mean “He decided to leave his job.”
a. He quit.
b. He resigned.
c. He handed in his notice.
d. He applied for the job.
e. He reported for duty.

II. Complete the following sentences.

1. The American job title for the top executive manager in a company, is

__________.

2. The title of the lowest positions in a company is generally __________.

3. The name of the people who have shares in a company is __________.

4. The most senior/top person on the Board of Directors is called the

__________.

5. The job title of the staff that analyze information or data is __________.

6. The name of the group of people who represent the owners of the company

is the __________.

7. The British title for the head of the finance department is __________.

8. When somebody isn't involved in the daily running of a business, their role is

__________.

9. A different job title for supervisor is __________.

10. The British job title for the top executive manager in a company is

__________.
Unit 4 – Numbers - 1

A. Numbers

1. Cardinal numbers

Cardinal numbers are ordinary numbers like 1, 2, 3. The numbers from 13 (thirteen)
to 19 (nineteen) all end in -teen and are called the teens. Therefore, people from
thirteen to nineteen years of age are called teenagers.

Arabic numeral word Arabic numeral word

0 zero, naught 101 one hundred and one
1 One 152 one hundred and fifty-
two
11 Eleven 200 two hundred
12 Twelve 1,000 one thousand
13 Thirteen 1,000,000 one million
15 Fifteen 1,000,000,000 one billion
19 Nineteen 1,000,000,000,000 one trillion
20 Twenty
50 Fifty
100 one hundred

For numbers in the hundreds, the British usually say "and" but the Americans often
do not say "and":
British English: 120 = one hundred and twenty
American English: 120 = one hundred twenty

2. Ordinal Numbers

We use ordinal numbers to talk about the "order" of things or to define a thing's
position in a series.

first 1st eleventh 11th twenty- 21st Eightieth 80th

first
second 2nd twelfth 12th twenty- 22nd Ninetieth 90th
second
third 3rd thirteenth 13th twenty- 23rd hundredth 100th
third
fourth 4th fourteenth 14th twenty- 24th hundred 101st
fourth and first
fifth 5th fifteenth 15th thirtieth 30th hundred 152nd
and fifty-
second
sixth 6th sixteenth 16th thirty-first 31st two 200th
hundredth
seventh 7th seventeenth 17th fortieth 40th thousandth 1,000th
eighth 8th eighteenth 18th fiftieth 50th Millionth 1,000,000th

ninth 9th nineteenth 19th sixtieth 60th Billionth 1,000,000,000th

tenth 10th twentieth 20th seventieth 70th Trillionth 1,000,000,000,000th

Note that after the numeral or digit, we write the last two letters of the word. For
example, we take the last two letters of first and add them to the digit 1 to
make 1st.

3. Thousands in English
In English, when we write numerals or digits, we separate thousands with a comma
(,) as in this example: 5,300,000
We count 3 digits from the right and insert a comma, like this:

1,000 one thousand

4,500 four thousand, five hundred

96,000 ninety-six thousand

450,000 four hundred and fifty thousand

$6,300,000 six million, three hundred thousand dollars

We do NOT use a point (.) to separate thousands.

We do NOT use a space ( ) to separate thousands.
There is NO space before or after the comma.

When we have exact numbers with thousands (and hundreds), we do NOT add "s".
So, for example, for 2,500 we write and say:
two thousand, five hundred

We do NOT write and say:

two thousands, five hundreds

But note that we DO add "s" when we don't have an exact number:
There were thousands of people at the game.
Hundreds of people complained on Twitter.

4. Decimal Numbers
We can describe numbers smaller than one by using fractions or decimals. Today,
the decimal system is more common than fractions.
In English, the decimal separator is usually a point (.). Note that in some languages
the decimal separator is a comma (,).
Look at these decimal examples:

We write: We say:

0.3 naught point three

zero point three

3.45 three point four five

(NOT three point forty-five)

98.4 ninety-eight point four

$1.55 one dollar, fifty-five cents

one dollar, fifty-five

$700.00 seven hundred dollars

€3,500.50 three thousand five hundred euro and fifty cents

three thousand five hundred euro, fifty cents

B. Fractions

We can describe numbers smaller than one by using decimals or fractions. Today,
most systems use decimals, but it is still useful to know how to read and say simple
fractions in English.

Look at these examples of fractions:

We write: We say:

½ a half OR one half

¼ a quarter OR one quarter

¾ three quarters

⅓ a third OR one third

⅔ two thirds
⅕ a fifth OR one fifth

⅗ three fifths

⅛ an eighth OR one eighth

⅝ five eighths
1½ one and a half
5¾ five and three quarters

Although the system of fractions is not used much these days, we commonly use a
few simple fractions in everyday speech, for example:

They phoned half an hour ago.

Hurry up! The bus leaves in a quarter of an hour.
The police station is about three quarters of a mile past the traffic lights.
Note that after "one and a half", the noun is plural:
Go straight on for one and a half kilometres. (OR ...one kilometre and a half)
We had to wait for one and a half hours. (OR ...an hour and a half)

C. Exercise

I. Choose the correct answer.

1. Which is an ordinal number?

A. three
B. third
C. point three
2. Which is a cardinal number?
A. three
B. third
C. point three
3. Which is a decimal number?
A. three
B. third
C. point three
4. Which uses a fraction to express a period?
A. 1.5 hours
 B. ninety minutes
C. an hour and a half
5. How is the number 4.55 pronounced?
A. four fifty-five
B. four point fifty-five
C. four point five five
6. Which number is written as XIX in Roman numerals?
A. nine
B. eleven
C. nineteen

II. Fill in the blanks with appropriate words to complete the sentences.

1. If you buy a dozen eggs you get __________ eggs.

2. A person with a pair of gloves has __________ gloves.

3. A trio has __________ musicians.

4. There are __________ years in a century.

5. There are __________ days in a week.

6. There are__________ hours in a day.

7. Most people have __________ toes on each foot.

8. There are __________ states in the USA.

9. A child becomes a teenager at age __________ .

10. There are __________ cents in a dollar.


        
      

          

       

 
   
       
  

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Unit 7 – Filing Out Forms

A. Understanding Forms

Forms can be filled in different ways, including:

 by hand
 by word processor and signed by hand
 online (and sent online)

Before filling in any form it’s important to be sure of the purpose of the form and to
think about who might read it.

Tips

When you’re filling in a form:

 read it carefully before you start writing

 check that you understand all the language used
 make sure you understand the instructions on the form

Sometimes there are different types of questions in different sections of a form.

There may be questions with a list of possible answers and you have to choose the
answer that applies to you. You may have to circle or tick the right answer to a
question, or cross out the wrong answers. If you’re completing a form on a
computer, you may have to use the mouse to click on a drop-down menu and you
then click on the answer that’s right for you.

Example:

Read the instructions (left) and explanations (right) below:

Write in BLOCK CAPITALS Write the whole word in capital letters

Please tick appropriate box Put a tick in the box (√) that’s right for
you
Delete where applicable Cross out the answers that don’t apply
to you
Please print Write without joining up the letters
Please specify Please give details

There are several different ways of writing dates. The form should let you know
what’s required.
On some forms, you may need to write the date in boxes.

For example, you write the day first, then the month and then the year. D D M M Y Y Y Y

D (Day) M (Month) Y (Year)

It’s important to read a form carefully before filling it in:

 Are there different sections in the form?

 Do you have to answer different types of questions in different sections of
the form?
 Do all sections apply to you? On some forms, such as online registration
forms, you don’t have to answer all the questions. Questions that require an
answer often have an asterisk next to them so these are the only ones you
need to complete.
 Before signing a form, make sure you understand what you’re committing
yourself to. If you complete a form online, you can fill in the form and send it
immediately. You won’t need to sign an online form, but it’s important to
check the form very carefully before pressing the‘send’ button to make sure
that all the information is correct. It’s also a very good idea to print and save
a copy of the form so you have a record of what you’ve completed and sent.
This may also be helpful for the next time you need to complete a similar
form.

B. The Language of Forms

Match the word or abbreviation (short form of a word) to its meaning.

1. For office A. How you sign your name

use/official use
only
2. N/A B. The first letter of your forenames and surname

3. surname C. the particulars of the place where someone

lives
4. Forenames D. Your nearest or closest relative

5. Signature E. Not applicable

6. Next of kin F. Your National Insurance Number

7. Title G. Any family members who rely on you for

financial support
 8. DOB H. Your first names (not your surname or family
name)
9. Dependents I. Say if you are single, married, in a civil
partnership, divorced or separated
10. Marital status J. Are you employed, unemployed, self-
employed, a career, etc.
11. Initials K. Not to be filled in. This section is completed by
the organization.
12. sex L. Mr. /Mrs./MS/Miss, etc.

13. N.I. No. M. a hereditary name common to all members of

a family
14. Employment status N. the date, month and year when you were born

15. address O. either of the two main categories (male and

female) of humans

C. Exercise

I. Here are some examples of instructions that you may find on forms. Follow
the instructions and complete each section of the form for Maria. Maria
Webster is 34 years old and single. She lives at 47 Harewood Court,
Dunstan Road, Bingley, YA2 3EW. She does not have a driving license. She
has a visual disability and is registered disabled.

Please complete in black ink and write in block capitals.

Full name:

Title (please circle as appropriate) Mr./Mrs./MS/Miss/Other

Address (including postcode):

What is your age group? Please tick as  Under 18 years

appropriate:  18-25 years
 26-40 years
 41-60 years
 Over 60 years 
What is your marital status (please tick  Single
as appropriate):  Married
 Civil Partnership
 Divorced
 Separated
 Widowed
Please answer Yes or No: Do you have a
full driving license?
Are you registered disabled?

Signature

Date DDMMYY Y

Now complete the form with the information of your own.

Full name:

Title (please circle as appropriate) Mr./Mrs./MS/Miss/Other

Address (including postcode):

What is your age group? Please tick as  Under 18 years

appropriate:  18-25 years
 26-40 years
 41-60 years
 Over 60 years 
What is your marital status (please tick  Single
as appropriate):  Married
 Civil Partnership
 Divorced
 Separated
 Widowed
Please answer Yes or No: Do you have a
full driving license?
Are you registered disabled?

Signature

Date DDMMYY Y
 II. Your local council is holding a consultation on library services in your local
area. They want to find out what you know about your local library and
what services you value. If you’re not already a member of a library, find
out what is on offer in your area. It’s free to join! So join up and then fill in
this form to make your voice heard.

Section 1

Family name: ______________________________________________________

Title (Mr./Mrs./MS/Miss/Other) ____

Forenames: _______________________________________

Address:
____________________________________________________________________

________________________________________Postcode: ___________________

Date of birth: _____________________________ Telephone: __________________

Email address:
________________________________________________________________

Section 2 (for people under 18)

Please ask a guarantor (usually your parent or career) to fill in this part. They must
be over 18.

Your guarantor’s name and address:

____________________________________________________________________

____________________________________________________________________

Section 3 Please tick the relevant boxes to identify any library services that you have
used.

 Borrowing books Reading newspapers

 Borrowing DVDs/CDs
 Children’s library
 Adult reading groups
 Children’s storytelling
 Use of computers/internet
 Film screenings
 On-line reference services
  Mobile library
 Home library service
 Author talks
 Courses
 Other services:

______________________________________________________________

Section 4 Please use this section to state your views on your local library services.
Your feedback will go straight to the Council’s customer service center who
will direct it to the relevant department.

______________________________________________________________
Unit 8 – Telephoning-1

A. Making A Call

1. Introducing yourself

Good morning, Yasmine speaking (person

receiving call)

Hello, this is Yasmine Alcaide from Spike British School. (caller)

Hi, it’s Yasmine from Melbourne. (caller, informal)

Hi, Yasmine here. (caller, informal)

Hey George. It's Lisa calling. (informal)

Hello, this is Julie Madison calling.

Hi. It's Angelina from the dentist's office here. (informal)

2. Explaining the purpose of your call

I’m phoning about…

I need some information about…

It’s in connection with…

I’d like to…

I’m ringing to….

3. Asking to speak with someone

Hi. Is Nina there? (informal)

Can you put Michael on? (informal)

Can I talk to Josef? Tell him Marilyn's calling. (informal)

May I speak to Mr. Green in the accounting department, please?

Good morning. Is Dr Martin available, please?

I’d like to speak to Mr. Jones, please.

Could I have the Accounting Department, please?

Could you put me through to Mrs. Weaver, please?

Could I have extension 234, please?

Could I speak to someone in the Accounting Department?

Is Mr. Robinson there, please?

4. Leaving a message

Could you give him/her a message?

Can I leave him/her a message?

Please ask him/her to call me back. My number is…

Please ask him/her to ring me back.

Please ask him/her to get back to me.

Can I leave a message?

Would you mind giving her a message?

Would it be possible to leave a message?

Could you tell her Jonathon called?

Could you ask him to call Paul when he gets in?

I don't think he has my number. Do you have a pen handy?

Thanks. It's James Brown and my number is 222 3456.

5. Leaving an answering machine or voicemail message

Hey Mikako. It's Yuka. Call me, OK? (informal)

Hello, this is Ricardo calling. Could you please return my call as soon as possible?
My number is 334 5689. Thank you.

Hi, Anderson. This is Marina from the doctor's office calling. I just wanted to let
you know that you're due for a check-up this month. Please call us to make an
appointment at your earliest convenience.

6. Ending a conversation

Well, I guess I'd better get going. Talk again soon, OK? (informal)

Thanks for calling. Bye for now.

I have to let you go now.

I have another call coming through. I'd better run.

I'm afraid that's my other line.

I'll talk to you again soon. Bye Jules.

B. Exercise

I. Match the phrases with their meaning.

Phone English Meaning

1. available A. I want to speak about

2. call back B. Don’t hang up

3. I’m calling about C. phone again

4. leave a message D. reachable, ready

5. Please hold the line E. connect me with

6. put me through to F. leave a note

7. suit G. be convenient for

II. Use the phone English to fill the gaps in the dialogue.

TELEPHONIST Douglas Marine Engineering. How can I help you?

MARIE NEMO Hello. Could you .............................................Mr. Douglas, please.
TELEPHONIST Yes. Could you tell me who’s calling, please?
MARIE NEMO Yes, my name is Marie Nemo ...................................... repairs to
my submarine.
TELEPHONIST Could you hold the line please, Ms. Nemo?
after a short while
TELEPHONIST Hello. I’m afraid Mr. Douglas is in a meeting right now. Would you
like to
..........................................?
MARIE NEMO No, it’s okay. Can you tell me the best time to ....................... ?
TELEPHONIST After lunch, at 4:30, say.
MARIE NEMO Thank you and goodbye.
At 4:30
MARIE NEMO Hello, this is Marie Nemo again. Is Mr. Douglas .........................
now?
TELEPHONIST Yes, he is. Just a moment. .............................................................. .
MR DOUGLAS Ah, Ms. Nemo. How can I help you?
MARIE NEMO Hello, Mr. Douglas. I’d like to arrange a meeting to talk about my
submarine.
MR DOUGLAS Of course. Would Monday morning ................ you?
MARIE NEMO I’m afraid not. How about Tuesday?
MR DOUGLAS That would be fine. Let me see. Would 10 o’clock be convenient for
you?MARIE NEMO Perfect. I look forward to our meeting.
MR DOUGLAS Me, too. Goodbye.
MARIE NEMO Goodbye.
Unit 9 – Telephoning-2
A. Receiving a call

1. Answering the phone (informal)

Hello. Matt here. (caller unknown)

Hi, Jody. How are you?

Hey, Justin. What's up?

2. Answering the phone (formal)

Hello? Serena speaking. (caller unknown)

John Sayles speaking. Who's calling, please? (caller unknown)

Doctor Martin's office. May I know who's calling, please? (caller unknown)

Thank you for calling Jeans Plus. Jody speaking.

Hello Maria. Nice to hear from you.

Hello Dr Jones. How can I help you?

City Library. Kim speaking. What can I do for you, Robert?

3. Saying someone is not available

I’m sorry, he/she is not available (right now).

Sorry, he/she’s away for the week.

Sorry, he/she’s not in.

I’m afraid he/she’s in a meeting (now).

He/she’s in Paris. He/she won’t be back until Monday

4. Connecting someone

Just a sec. I'll get him. (informal)

Hang on a moment. I'll see if she's in. (informal)

One moment please. I'll see if he's available.

Hold the line please. I'll put you through in a moment.

Please hold while I put you through to the manager's office.

All our staff are busy currently. Please hold for the next available person.

5. Taking a message
Can I take a message?

Would you like to leave a message?

Sammy's not in. I can tell him you called if you like. (informal)

No, that's okay. I'll call him later. (informal)

I'm sorry, but Lisa's not here now. Can I take a message?

I'm afraid he's stepped out. Would you like to leave a message?

She's busy right now. Would you like her to return your call?

He's in a meeting now. Can he call you back when he's free?

Fine. I'll let him know you called.

I'll make sure she gets your message.

6. Confirming a message

Let me repeat that just to make sure. It's James Brown at 222 3456?

Was that 555 Charles Street, Apartment 66?

I'll make sure he gets the message.

It's Johnny, right? And you won't be at the club until midnight. (informal)

Okay, got it. I'll let him know. (informal)

7. Answering machine and voicemail phrases

Hey, Brad here. What's up? Let me know after the tone, OK? (informal)
Hi, this is Liz. I'm sorry I can't take your call right now, but if you leave a message after
the tone, I'll get back to you as soon as I can.

You've reached 222 6789. Please leave a message after the tone. Thank you.

Thank you for calling Dr. Mindin's office. Our hours are 9 a.m. to p.m., Monday to
Friday. Please call back during these hours or leave a message after the tone. If this is
an emergency, please call the hospital at 333 7896.

You have reached Steve James, your guide to Computer Technology. Unfortunately, I
can't take your call right now, but if you leave me a message and include your name
and telephone number, I'll get back to you as soon as I can. You can also contact me via
email at [email protected]. Thank you for calling.

B. Other Phrases:

Making a request

Could you please repeat that?

Would you mind spelling that for me?
Could you speak up a little, please?
Can you speak a little slower, please? My English isn't very good, I'm afraid.
Could you let me know when she'll be in the office, please?
Would you mind calling back in an hour? I'm in a meeting just now.
Can you call again? I think we have a bad connection.
Please hold for just a minute. I have another call.
Please don't call this number again.

Asking for repetition

Sorry, I didn’t catch your name / your number…

Sorry, could you repeat your name / number / etc.
Sorry, I didn’t hear that.
Sorry, I didn’t understand/get that.
Could you spell that?

Acknowledging repetition

Ok, I’ve got that.

(Ms. Ventura.) I understand.
I see, thank you.

C. Exercise

I. The following are common phrasal verbs we often use while on the telephone.
Match the correct meaning with each phrasal verb.

Phrasal Verbs Meaning

1. hold on A. talk louder
2. put (a call) through B. to be disconnected abruptly
during a telephone conversation
3. get through C. return someone’s call
4. hang up D. make a telephone call
5. call up E. wait
6. hang on F. to be connected to someone on
the phone
7. call back G. put the receiver down
8. pick up H. return someone’s call
9. get off (the phone) I. answer a call, lift the receiver to
take a call
10. get back to (someone) J. stop talking on the phone
11. cut off K. connect one caller to another
12. switch off/turn off L. deactivate (a cell phone)
13. speak up M. wait

IV. Fill in the blanks with the correct phrasal verbs.

1. Caller: Hello. Could I speak to Lucia Rodriguez, please?

 Receptionist: She’s not in the office at the moment. Can I ____________________
you _______________ to her voice mail?
Caller: Yes, thank you.
2. Caller: Could I speak to Emma, please?
Emma’s mother: Sure. ____________________ a second and I’ll get her.
3. Automated Operator: Please____________________and try your call again. This
is a recording.
4. Mother: Magdalena, could you ____________________ the phone? I need
to call Dad.
Daughter: Okay, mom.
5. Chairperson of a meeting: I would appreciate if everyone could __________________

their cell phones. We have a lot of important things to discuss, and we

don’t want to be interrupted.
6. Caller: Hi, it’s Ahmed Mohamed calling. Could I speak to Martin Switzer
please?
Receptionist: I’m sorry. He’s not in now. Can I take a message?
Caller: Yes, could you ask him to me when he gets in?
` It’s urgent.
Receptionist: Certainly.
7. Voice mail recording: Hi, you’ve reached Josh Wills in Accounting. I will be out of
the office until July 2 but will be my messages while
I’m away. So please leave yours at the sound of the tone. Thanks and
have a great day!
8. Voice mail recording: You’ve reached Julia and Ben. We’re not available to take
your call right now, but if you leave a message, we’ll to you
as soon as we can. Thanks.
9. Caller: I can’t seem to . The line is always busy.
Unit 10 – Business Letters – 1

A. Business Letters

1. What is a Business Letter?

Business letters are formal paper communications between, to or from
businesses and usually sent through the Post Office or sometimes by courier.
Business letters are sometimes jokingly called snailmail (in contrast to email
which is faster).

2. Who writes Business Letters?

Most people who have an occupation have to write business letters. Some
write many letters each day and others only write a few letters over the course
of a career. Business people also read letters on a daily basis. Letters are
written from a person/group, known as the sender to a person/group, known
in business as the recipient. Here are some examples of senders and recipients:
 business ⇔ business
 business ⇔ consumer
 job applicant ⇔ company
 citizen ⇔ government official
 employer ⇔ employee
 staff member ⇔ staff member
 Why write Business Letters?
3. There are many reasons why you may need to write business letters or other
correspondence:
 to persuade
 to inform
 to request
 to express thanks
 to remind
 to recommend
 to apologize
 to congratulate
 to reject a proposal or offer
 to introduce a person or policy
 to invite or welcome
  to follow up
 to formalize decisions

B. Formatting Business Letters

Block format is the most common format used in business today. With this format,
nothing is centered. The sender's address, the recipient's address, the date and all new
paragraphs begin at the left margin, like this:

Wicked Wax Co. Ltd SENDER'S ADDRESS

22 Charlton Way may be printed company logo and address
London, SE10 8QY

11th January, 2016 DATE

Ms. Maggie Jones RECIPIENT'S ADDRESS

Angel Cosmetics Inc.
110 East 25th Street
New York, NY, 10021
USA

Your ref: 123 RECIPIENT'S REFERENCE (IF ANY)

Our ref: ABC SENDER'S REFERENCE (IF ANY)

Dear Ms. Jones, SALUTATION

Forthcoming Exhibition SUBJECT

First paragraph... BODY OF LETTER

Second para...

Third para...

Yours sincerely, CLOSING

Morris Howard SIGNATURE (HAND-WRITTEN)

Morris Howard, NAME (TYPED),

President TITLE

cc: Brian Waldorf COPY TO

Enc: catalogue ENCLOSURE

 C. Formatting Business Email

When using email in business, most of the guidelines for standard formatting in
business letters apply. Here are a few differences:

 Choose a subject line that is simple and straightforward. Refrain from using key
words that might cause an email to go into another person's trash box.
 Repeat the subject line in the body of the email, beneath the salutation (as with
a letter).
 Use the "cc" address line to copy more than one person with your
correspondence.
 You can request a receipt for important letters. The system will automatically
let you know when someone has opened your email.
 Instead of a signature, include your typed name, and below it include your email
address, business name and address, phone and fax number, and website if
appropriate.
 Remember that people often print out emails, so your own email address and
the subject line would be lost if you had not included them in the body of the
email.
 Internal electronic mail may be formatted more like a memo than a formal
letter.

D. Writing a Business Letter

The term business letter makes some people nervous. Many people with English as a
second language worry that their writing is not advanced enough for business writing.
This is not the case. An effective letter in business uses short, simple sentences and
straightforward vocabulary. The easier a letter is to read, the better. You will need to
use smooth transitions so that your sentences do not appear too choppy.

1. Salutation

 make sure that you spell the recipient's name correctly

 confirm the gender and proper title. Use Ms. for women and Mr. for men. Use
Mrs. if you are 100% sure that a woman is married
 Under less formal circumstances, or after a long period of correspondence it
may be acceptable to address a person by his or her first name
 When you don't know the name of a person and cannot find this information
out you may write, "To Whom It May Concern".
  It is standard to use a comma (colon in North America) after the salutation. It is
also possible to use no punctuation mark at all. Here are some common ways
to address the recipient:
 Dear Mr. Powell,
 Dear MS Mackenzie,
 Dear Frederick Hanson:
 Dear Editor-in-Chief:
 Dear Valued Customer
 Dear Sir or Madam:
 Dear Madam
 Dear Sir,
 Dear Sirs
 Gentlemen:

2. First paragraph

In most types of business letter, it is common to use a friendly greeting in the first
sentence of the letter. Here are some examples:

 I hope you are enjoying a fine summer.

 Thank you for your kind letter of January 5th.
 I came across an ad for your company in The Star today.
 It was a pleasure meeting you at the conference this month.
 I appreciate your patience in waiting for a response.

After your short opening, state the main point of your letter in one or two sentences:

 I'm writing to enquire about...

 I'm interested in the job opening posted on your company website.
 We'd like to invite you to a member only luncheon on April 5th.

3. Second and third paragraphs

Use a few short paragraphs to go into greater detail about your main point. If one
paragraph is all you need, don't write an extra paragraph just to make your letter look
longer. If you are including sensitive material, such as rejecting an offer or informing an
employee of a layoff period, embed this sentence in the second paragraph rather than
opening with it. Here are some common ways to express unpleasant facts:
 We regret to inform you...
 It is with great sadness that we...
 After careful consideration we have decided...
 4. Final Paragraph
Your last paragraph should include requests, reminders, and notes on enclosures. If
necessary, your contact information should also be in this paragraph. Here are some
common phrases used when closing a business letter:
 I look forward to...
 Please respond at your earliest convenience.
 I should also remind you that the next board meeting is on February 5th.
 For further details...
 If you require more information...
 Thank you for taking this into consideration.
 I appreciate any feedback you may have.
 Enclosed you will find...
 Feel free to contact me by phone or email.

5. Closing
Here are some common ways to close a letter. Use a comma between the closing and
your handwritten name (or typed in an email). If you do not use a comma or colon in
your salutation, leave out the comma after the closing phrase:
 Yours truly,
 Yours sincerely,
 Sincerely,
 Sincerely yours
 Thank you,
 Best wishes
 All the best,
 Best of luck
 Warm regards,

E. Writing Tips
 Use a conversational tone.
 Ask direct questions.
 Double-check gender and spelling of names.
 Use active voice whenever possible.
 Use polite modals (would in favor of will).
 Always refer to yourself as "I".
 Don't use "we" unless it is clear exactly who the pronoun refers to.
 Rewrite any sentence or request that sounds vague.
 Don't forget to include the date. Day-Month-Year (05/07/20) is conventional
in many countries; however, to avoid confusion, write out the MONTH
instead of using numbers (e.g. 5th July 2020 -- or July 5th, 2020 for American
English)
F. Exercise
1. The pre-printed part of the letter that appears across the top margin and
includes the name of the business is called the .
A. inside address
B. letterhead
C. c)addressee notation
2. What do we call the part of the letter that contains the receiver’s name
and mailing address?
A. salutation
B. addressee notation
C. inside address
3. What is the correct notation to indicate the purpose of a letter?
A. Subject: Formal Notice
B. Attention: Formal Notice
C. Please Note: Formal Notice
4. Which answer illustrates the correct form for the salutation (greeting) in
a business letter?
A. Dear D. J. Andrews:
B. Dear Mr. D. J. Andrews,
5. The body of the letter is followed by the complimentary close. Which of
the complimentary closes below is correct?
A. Yours Truly:
B. Yours Truly,
C. Yours truly,
6. What abbreviation is used to indicate that a separate document
accompanies the letter?
A. Enc.
B. Att.
7. What does the abbreviation “cc” indicate?
A. A copy of the letter has been filed.
B. A copy of the letter has been sent to the person(s) indicated.
Unit 11 – Business Letters – 2

When you send your CV to apply for a position,

you should also include a short letter. This
letter is called a covering letter or (in American
English) a cover letter. A covering letter sent
with a CV/resume is also called a letter of
application. Your letter of application is a sales
letter. The product it is selling is your CV.

A. Content

The reader of your letter may be busy and unwilling to waste time on unnecessary
details. You should therefore design your letter to be easy to read. It should be
short, concise, and relevant. It should not be too formal or complicated.

Your letter should:

1. confirm that you are applying for the position
2. say where you learned about the position
3. say why you want the position
4. say why you would be a benefit to the company
5. request an interview

B. Format

The layout of a modern business letter in English is very simple. Your address is at
the top, on the right or in the middle. The rest of the letter can be in 'block' format,
with each line starting on the left. Try to keep the whole letter on one single page,
with plenty of white space.
Here is the typical format for your covering letter:
1. Your address - telephone - fax - email

Put your address + your 1. Your address

telephone number, fax and/or telephone
email address at the top in fax
the center OR on the right. email

Do NOT put your name here.

2. Date Do not write the date as numbers only, for two

reasons:
1. It can be considered too official and
therefore impolite
2. All-number dates are written differently in
British English (31/12/15) and American
English (12/31/15). This can lead to
confusion.

3. Destination name and This is the name of the person to whom you are
address writing, his/her job title, the company name and
address. This should be the same as on the
envelope.

4. Reference This is the reference number or code given by

the employer in their advertisement or
previous letter. You write the employer's
reference in the form: 'Your ref: 01234'. If you
wish to include your own reference, you write:
'My ref: 56789'.

5. Salutation (Dear...) A letter in English always begins with 'Dear...',

even if you do not know the person. There are
several possibilities:
 Dear Sir
 Dear Madam
  Dear Mr. Smith
 Dear Mrs. Smith
 Dear Miss Smith
 Dear MS Smith,

6. Subject The subject of your letter, which for a job

application is normally the Job Title.

7. Body The letter itself, in 3 to 6 paragraphs.

8. Ending (Yours...)  Yours sincerely

 Yours faithfully
 Yours truly

9. Your signature Sign in black or blue ink with a fountain pen.

10. Your name Your first name and surname, for example:
 Mary Smith
 James Kennedy

11. (Your title) If you are using company headed paper, write
your Job Title here. If you are using personal
paper, write nothing here.

12. Enclosures Indicate that one or more documents are

enclosed by writing 'Enc: 2' (for two
documents, for example).

C. Cover Letter Format Sample

 D. Exercise
Choose the correct letter to complete the sentence.

1. A cover letter or covering letter can also be called

A. a resume or CV
B. a CV sales letter
C. a letter of application
2. Job applicants must send a cover letter _______ sending their resume.
A. before
B. when
C. after
3. A cover letter should be
A. clear and concise
B. friendly and funny
C. long and detailed
4. If a cover letter is poorly-written, most employers will _______ the applicant.
A. forgive
B. reject
C. contact
5. Which date format is best for a cover letter?
A. October 9, 2020
B. 9/10/20
C. 10/9/20
6. Your name should be _______ of the letter.
A. at the top
B. in the middle
C. at the bottom
7. Which topic isn't normally mentioned in a cover letter?
A. the position
B. the salary
C. the company
8. Your cover letter should explain how much you will _______ the company.
A. benefit
B. charge
C. disrupt
9. Cover letters often begin with the applicant explaining how they
A. began their education
B. spend their free time
C. found out about the job
10. Your cover letter can summarize a key selling point such as your
A. work history
B. medical history
C. relevant experience