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• Additional material for • Self-evaluation forms for
communicative activities Management scenario activities
• Listening scripts
New Online Workbook and Student's Resource Centre

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Online Workbook Student's Resource Centre

Everything you need to build and An extensive collection of resources,
expand on the Student's Book all available to download:
material outside the classroom, • Student's Book audio
and all accessible online: • 'In company in action' - Student's
• Interactive activities to practise: Book scenario videos
Vocabulary • 'In company interviews' -
Grammar additional video material
Reading • Glossary
Writing • Answer key
Listening • Phrase banks
• Automatic gradebook
• Grammar reference
3
Contents
Unit Business communication skills Reading and listening Language link
01 Discussing corporate entertainment

Sharing information to select appropriate
Reading
Information on four corporate events in
Vocabulary Small -
Grammar Tense re
Business or corporate events for clients the UK Phrase bank M
pleasure? Avoiding saying 'no' Listening conversation
p6
Paying and receiving compliments People chatting at corporate events
Fluency Keeping up a conversation Discussing corporate entertainment
02 Describing attitudes to and content of meetings

Paraphrasing information
Reading
Meeting: breaking bad news
Information Pointing out discrepancies Listening
exchange Dialogue-building using the language of meetings A meeting: problems with a product issues
p13
Fluency Breaking bad news and writing a report Five meetings: discrepancies
b In company interviews Units 1-2 The language of meetings
03 Strategies and techniques to build rapport

Fluency Building rapport with a colleague
Reading
Top tips for building rapport
People skills: Training manual checklists
apport Listening
p20 Two meetings to discuss teleworking
Management Identifying potential cultural differences Reading
scenario A: Avoiding a culture dash Cultural sensitivity checklist
Culture clash Fluency A meeting to discuss a merger b In company in action
p22 Al: A culture dash
A2: Positive cross-cultural understanding
04 Doing a quiz on how to command attention

Giving feedback on a presentation
Reading
Articles on voice and visual impact
Voice and visuals Using visuals in a presentation Listening
p24 Analyzing the voice in presentations Voicemail and commenting on
Fluency Giving a speech Presenters giving information in different
ways
Radio programme: drama for business
A Shakespeare. speech
05 Discussing phone usage and its usefulness

Dealing with 'chatterboxes'
Reading
Article on 'chatterboxes'
Vocabulary Phone, ta
and email
Problems on the Complaining and dealing with complaints Listening Grammar Complex
phone Toning down 'flames' Someone dealing with a 'chatterbox' question formation
p31
Speculating about a problem Someone dealing with a customer complaint Phrase bank On the
Fluency Solving problems on the phone People discussing a problem
People solving a problem
06Discussing dynamics of meetings

Disagreeing diplomatically
Reading
Article on behaviour in meetings
Vocabulary Compani
capital; The financial
Leading meetings Fluency Chairing a meeting Disagreement strategies Grammar Linking ana
p37
b In company interviews Units 4-6 Listening contrasting ideas
Radio programme: alternative approaches to Phrase bank Chairir
meetings meetings
Managing meetings
07 Discussing the role of a coach

The GROW model of coaching
Reading
Article on professional coaching
People skills. Fluency Coaching your colleagues Listening
C aching Four extracts from a coaching session
p44
Management Giving feedback on a presentation Reading
scenario B: Coaching dos and don'ts Coaching dos and don'ts
Coach crash Fluency Past-present-future presentations with b In company in action
p46 coaching Bl: A failed presentation
B2: Successful coaching
08 Discussing attitudes to public speaking

Discussing national stereotypes
Reading
Website extract: Intrapreneurs
Vocabulary Phrasal
Grammar The pass1
Promoting your Describing what makes a good talk Listening Phrase bank Pitchin.
ideas Discussing innovation in your company Presenters talking about what makes them idea
p 48
Fluency Presenting an idea for a product nervous
or service People comparing audience expectations of
presentations
Presentation: a new business idea
09 Discussing first impressions

Completing a questionnaire on networking
Reading
Questionnaire: Are you an effective networker?
Relationship-building Practising networking skills Article on sport and business sentences
pSS Getting out of the office Listening Phrase bank Networ
Roleplay Visiting a colleague's home Three small talk conversations
People chatting at golf
Conversation: visiting someone's home
4 CONTENTS
CONTENTS
Unit Business communication skills Reading and listening Language links
10 Discussing making decisions in difficult situations

Doing a quiz on life-and-death decisions
Reading
Website extract: Worst-case scenarios
Vocabulary Marketing
Grammar Articles
Making decisions Company crises Phrase bank Decision-making
Giving advice on worst-case scenarios or workplace
p 6 3 dilemmas Listening
Inserting missing articles into two texts Advice on surviving worst-case scenarios
Fl uency Holding a crisis management meeting Decision-making meetings
b In company interviews Units 8-10 Case study: Coca-Cola crisis
11 Analyzing attitudes to stress in the workplace

Identifying techniques for managing stress
Reading
Article on helping colleagues manage stress
People skills: Stress Fluency Helping a staff member in a stressful Listening
0
p7 situation Talk on stress management
Eight managers counselling their staff
Management Identifying effective pitching techniques Reading
scenario C: Using Cialdini's six principles of influence Article on building donor circles
Pitch and persuade Fluency Pitching a new project b In company in action
Cl: A failed pitch
p72
C2: An effective pitch
12 Discussing how to deal with emails

Correcting errors in an email
Reading
Extracts on emailing
Vocabulary Prepositional
phrases
Emailing Listening
Shortening and simplifying an email Grammar Future forms
p74 Adding the personal touch to an email Podcast: what your emails say about your Phrase bank Emailing
Choosing an appropriate email style career prospects
Fluency Writing and answering emails Radio programme: The biggest email
blunders ever made
13 Identifying effective presentation openings

Identifying rhetorical techniques
Reading
Book extract on opening a presentation
Vocabulary Metaphor
Grammar Rhetorical
Making an impact Rephrasing to add impact Listening techniques
p82 Identifying ways of closing a presentation Presentation openings Phrase bank Opening and
Fluency Producing a promotional presentation Extracts from political speeches closing a presentation
for a new country Closing remarks from four presentations
14
Discussing business travel and packing habits Reading Vocabulary Storytelling
Identifying ellipsis in conversation Extracts from The Accidental Tourist Grammar Narrative tenses
OUt and abOUt Listening
Striking up a conversation
rn'/.['
Phrase bank Sharing
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llliiilcy Chatting over a business lunch aperienc:ea
a
In company interviews Units 12-14 Conwnatlona Oft!' lunch
Identifying information needed for delegation Reaclinl
Discussing management styles �log post on delegation
Plaency Effective delegation and appropriate Usteninl
management styles Presentation on management styles
'lbree managers delegating tasks
Discussing implementing change successfully
....
Identifying the stages for managing change �t slide or managing cbange
Plaency Meetings to implement change • 1n COfflPIIIJ In action
D1: Imposing cbangea
2: Managing change
Discussing potential uses of tele- and Vocabulary Teleconferencing,
videoconferencing facilities Website extmct: Business bene6ta of Personnel and production
Discussing action in a crisis Te�Pmenu Grammar Reporting
---
Completing the minutes of a teleconference Emails about a film shoot Phrne bank Teleconferencing
Roleplay Holding a teleconference Lllllnlnl
An unexpected phone call
An emergency teleconference
Negotiating a tricky situation Voc:abulsy Negotiations
Identifying negotiating tactics Analysis of a negotiation Grammar Diplomacy and
l'I� Negotiating a contract Article about the music business persuasion
flll, In company interviews Units 16-17 Ulllnlnl Plwue bank Negotiating
Negotiations
People talking about negotiating strategy
Meeting: signing a new band
Discussing the qualities of a good mediator Readln1
Identifying the stages of mediation Article about causes of conflict at work
Plaency Mediating between colleagues Llltenln1
Poor and positive mediation
Staying assertive in meetings

Mediating to resolve a conflict olntt slide Oil UI tbwww
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CONTENTS 5
•
■
•
• I
'1 How important do you think it is to actually like the people you do business with-
All things being equal, people

2 Read these two short extracts from different business articles. Is the point they a.._
' making equally valid in your country?
will buyfrom afriend. All
thi11gs being not quite so
equal, people will still buy
from afriend. A study at the Stanford University When Jack Welch gave a guest
Mark McCormack, What They School of Business tracked MBAs lecture at MIT's Sloan School of
Don't Teach You at Harvard ten years after they graduated. The · Management in 2005, someone i
Business School result? Grade point averages had the crowd asked, 'What should v.::..
no bearing on their success - but be learning in business school?'
their ability to converse with others Welch's reply: 'Just concentrate
did. Being able to connect with on networking. Everything else yo,_
Do you ever do business others through small talk can lead need to know, you can learn on
with friends? to big things. the job.'
Learning objectives:
Unit 1
Business communication
skills Discussing corporate
entertainment; Sharing
information to select
appropriate corporate events
for clients; Avoiding saying
'no'; Paying and receiving
compliments; Fluency: Keeping
up a conversation
Reading Information on four
corporate events in the UK
Listening People chatting at
corporate events; Discussing
corporate entertainment
3 How good are you at small talk? Are you comfortable talking to strangers? You are
Vocabulary Small talk going to practise networking with a business contact.
Grammar Tense review a Note down some information about yourself in the chart below.
Phrase bank Making •
conversation Current job

Birthplace Languages Interests Travel Studieo
or employer
So, how are you

. .
enJoying ....7
Isn't this weather ...?
Where are you from
originally ... what's it
like.7
Am I right in thinking
you ...?
Ah, I see. So ...?
Oh, that's interesting,
because I ...
Really? That's a
coincidence!
So, tell me more about ...
b Work with a partner to set the scene of your conversation. Where are you - at a
Well, it's been nice
conference reception, a social event, in the coffee break at a training seminar?
talking to you.
c Swap personal information with your partner and use this and the scene you built -
in b as the basis for your conversation. How long can you keep the conversation go -
Use the language in the box on the left to help you.
4 How did the conversation go? Which topics had the most mileage? Did you find
anything in common?
6 01 BUSINESS OR PLEASURE?
relationships clients
members
team
experience
office seats
box
viewing
cuisine setting
service
Making conversation
1 1.02-1.03 Listen to some businesspeople chatting at two of the corporate e ·
you discussed, and answer the questions.
Conversation 1
a What's the connection between Helen Keating, James McRae and Alan Sullivan?
b When Helen asks James 'Mind if I join you?', how does he reply?
N____ .,_____ Cl----- B____ m_ __ g______
c What excuse does Helen make for leaving the rest of the party?
□□ ·
d Two of the following mean 'That can't be true'. Which two?
You're joking!
You're fooling!
You're kidding!
e Helen and James use several expressions to refer to memories. Can you remembe
first three words of each expression? Contractions (it's, you're etc) count as one
I ____________ _____ somewhere before?

2 ________________ __me to forget a face.
3 ______ ____________ recognized you.
4 ___________ _ _____ back to me now.
5 ___ _________ _____ remember spending most of the eve
trying to avoid some annoying little guy called Alan.
Conversation 2
a How would you describe relations between Mr Ishida and Mr Thompson?
warm D amicable D cordial D cool D strained D frosty LJ
b Mr Thompson uses the word 'so' five times during the conversation:
So, how are you enjoying the match?
So, shall we return to our seats?

So, tell me, have you been to one of these
big tournaments before?
Why does he need to use it so often? What's the equivalent word or expression in
own language?
c Mr Ishida says he's too old to play table tennis now. Mr Thompson replies 'Oh, I'm
that's not true.' Is he:
paying Mr Ishida a compliment? Dcalling Mr Ishida a liar? D
d Mr Thompson tries to use his background knowledge to keep the conversation go
Complete his remarks below.
I I ·�-----you're quite a tennis fan.
2 �----- the Japanese are world table tennis champions.
3 .,______ the Nikkei's looking strong. That •.,,_ _ ___ be good news
for you.
e What word is Mr Ishida avoiding by saying the following?
As a matter of fact, . . .
8 01 BUSINESS OR PLEASURE?
•
2 Work with a partner. Practise avoiding saying 'no' by playing the no-no game.
no no Your objective is to get the

Play
Imagine the two of you are chatting
at a conference or corporate event .
Take it in turns to make wrong
assumptions about each other using
Prepare the lists as a starting point but adding
other person to say 'no'. Their remarks of your own if you can.
Write down six false (but believable} objective is the same. Use the
statements about yourself, your I hear you're based in Rotterdam.
useful expressions below to
job, your family, your interests, your I understand you're a keen golfer.
help you to avoid saying 'no'.
company or your country. When you I believe your company's about to be
are ready, swap lists with a partner. Whoever says 'no' first loses. involved in a merger.
3 1.04-1.05 Listen to some businesspeople chatting at the other two corporate

events you discussed and answer the questions.
Conversation 1
Not very. a How would you describe the Hamiltons? Compare your impressions with a partner.
Not really.
b Put the words in the following greetings and introductions in the correct order, adding
Not especially.
punctuation where necessary.
Not exactly.
Not yet. 1 Dan call please me 3 meif.tioned name Julian's course your of
Not any more. 2 meet last to both pleasure at a you 4 Fioha calling me mind do don't you you
Not at the moment. you?
Not as far as I know.
c It's common when someone joins a group at a party to tell them a bit about the
Actually, ...
conversation you've just been having. Complete the sentences with the words in
As a matter of fact, ...
the box.
discussing saying talking trying wondering
1 ______ what a marvellous party this is.

2 ______ these new tax laws they're bringing in.
We were just 3 about you - how are things?
4 what this pile of dirty laundry was doing in an art gallery.
5 ______ to work out what this whole thing must have cost.
d Why does Dan say to Alistair 'I wonder if we could have a word?' when they're already
talking?
e All the expressions below mean Tm going'. Which also mean 'but I'm coming back'?
Some of them were in the conversation you just listened to.
It's been nice talking to you. D Would you excuse me a moment? □
I'll have to be going. D I'll be right back. □
If you'll excuse me. □ Is that the time? □
Don't go away. □ I'll catch you later. □
f Are you a fan of contemporary art?
Conversation 2
a Do Tom and Ricardo do a deal?
b What expression does Tom use to switch from discussing motor racing to discussing
business?
T ____ o____ races, how's the South African bid going?
c Complete the expressions below. They were all in the conversation you just listened to.
1 Glad ____ _ _ make it. 5 So, _ _ ____ person you wanted
2 I_ _ ____ missed it for the world. me to meet?
3 There's ______ like you to meet. 6 I ______ two know each other
4 Can't ______ standing there with already.
an empty glass. 7 I'll ______ two to chat. See you
later.
01 BUSINESS OR PLEASURE? 9
d What do the following remarks tell you about Ricardo and Elise's relationship?
You haven't changed a bit.
4 Work with a partner. Practise paying and receiving compliments.
mutual
You're looking well!
Great to see you again ... Play
I (really) like your ...!
Where did you get it/
them?
appreciation When you are ready,
• start exchanging compliments
with your partner.
By the way, you did
• respond to each compliment
a great job in the
Prepare you receive in an appreciative
meeting/presentation
Spend a few minutes thinking of but modest way.
the other day.
Compliments on your compliments you could pay your partner. See who can give the most
brilliant project design! Use the expressions on the left to help you . compliments in under a minute!
You really know how to
captivate an audience!
Great presentation
5 They say 'Flattery will get you everywhere.' How important is it in your culture to _
style. compliments? Can compliments be risky? How?
6 According to Dale Carnegie, author of the best-selling people skills book How to v·
Friends and Influence People, 'You can make more friends in two months by becoming
interested in other people than you can in two years by trying to get people intereste
you.'
Work with a partner to practise keeping up a conversation.
• First choose just three 'hot buttons' from the list below - topics you are especially
interested in talking about, but don't tell your partner what they are!
• Then take turns to ask each other questions from the list. Whenever your partner -
you about one of your hot buttons, you should speak enthusiastically about the t "
for a minute pr so. If the topic is not hot, then just reply very briefly and ask your�
question.
• Whenever one of you hits a hot button, you score five points. When you miss, you
one point.
• The game ends after ten minutes or when one of you has hit all the other's hot
buttons. Whoever has the most points at the end of the game is the winner.
hot buttons
Topics Conversation starters
WORK How's business? I hear ...
RECENT NEWS Have you heard about ...? ... news, isn't it?
THE ECONOMY I see the stock markets are ...

It's probably a good time to .. .
SPORT Are you into sport at all?
Did you see the game/match on ...?
MUSIC What kind of music are you into?
Have you heard .. .'s latest album?
MOVIES Have you seen any good films lately? I quite liked ...
TRAVEL Do you get to do much travelling?
Have you ever been to ...?
FOOD/DRINK Shall we get ourselves ...?
What would you like? How about ...?
lO O l BUSINESS OR PLEASURE?
1
■
Small talk Tense review

1 Put the conversation in the correct order. 1 · Try to complete the tense quiz in under five minutes.
a We were just talking about this new sports centre they're 1 He leaves at five means
building. Do you play any sport at all, Kim? [I] a today b every day c either
b
still got my Coldplay CD? □
Oh, right. Thanks for telling me. Incidentally, have you 2 We're having a meeting means
a now b soon c either
c Did you? Me too. I was never any good, though. D 3 Profits went up. Are profits up now?
d Me? Well, not really. I used to play a bit of football. D. a yes b no c maybe
e No, me neither. Talking of football, did you see the match 4 Profits have gone up. Are profits up now?
last night? D a yes b . no c maybe
f Yeah, I sent it yesterday. Oh, that reminds me. Clive said
5 He's gone. Is he here?
to tell you he won't be able to make Thursday's meeting.
a yes
He said he'd call you. D 6
b no
I've just been. Am I back?
C maybe
g Against Real Madrid? No, I missed it. I had to go to a

birthday party. D a yes b no c maybe
No problem. Oh, before I forget. I've got two tickets to
7 When I arrived he was just leaving. Was he there
h
see them in Manchester if you're interested. D when I arrived?
•
Not yet, no. Why, are you doing something? D a yes b no C we don't know
•
Pity. It was a great game. On the subject of parties, have 8 When I arrived he'd just le�. Was he there when
you made any plans for New Year's Eve yet? D I arrived?
No, nothing special. By the way, sorry to talk business, a yes b no c we don't know
k
but did you remember to send that estimate to Clive? D 9 I've tried to phone her. Am I still trying?
I Are you kidding? Of course I'm interested! I've never seen a probably b probably not c we don't know
them live. D 10 I've been trying to contact her all morning.
m Oops! Yeah, sorry. I meant to give it back to you. I'll bring Am I still trying?
it in tomorrow. Thanks for lending it to me. D a probably b probably not C we don't know
2 Find six expressions in 1 to guide the conversation or 2 Read the email and underline the best grammatical
change the subject. choice in each case.
LQFLGHQWDOO\
•
a I-----, ...
b T_DONLQJRI
_ _ _ of ...
From: Charles Wellcome
c B \ the w_D\ _ __ , ...
To: Deborah Newton, Stephen Clark, Willem Maes,
d B HIRUH RUJHW
I f_____, ... Tatiana Korbutt
e T_ K _D__ HPLQGV
W r_____ me, ... Subject: This year's client hospitality event
Q
f o___ _ _ L_
K HK H _
_ _
XEMHFW
__ s___ _ _ of ... Dear all
As you (1) know/ are knowing, the annual client
3 W hich words and phrases in 1 could you replace with
hospitality event (2) is fast approaching/ will fast
the following? approach. As of yet, we (3) did not make/ have
a Not so far. not made a final decision on where to hold it this
b Not to worry. year. One or two of you (4) already came forward /
have already come forward with suggestions,
c Nor me.
which (5) are currently considered/ are currently
d Shame. being considered. However, as we (6) will have to /
e So did I. are having to make the necessary arrangements
f Are you joking? quite soon, I'd like everybody's input on this asap.
CONTINUE ►
01 BUSINESS OR PLEASURE? 11
start
a e
bring
b k
compliment
f g
contradict
i L
change
h j
break
c d
Information exchange
1 Roughly how much of your working week do you spend in meetings?
Ifa problem causes many

2 Read the well-circulated web joke below. Is this anything like the meetings you take
part in?
meetings, the meetings
eventually become more
important than the problem. You can:
Arthur Bloch, Murphy's Law • catch up on the latest gossip
• complain about work
• ftirt
Then why not HOLD A MEETING! • take a nap during PowerPoint
How do you ensure that
presentations
meetings are kept to a
• chat, tweet or email on your
minimum? smart phone
• share whatever's on your mind
Learning objectives: • practise all the latest buzzwords
Unit 2 • offload nasty jobs onto absent
Business communication colleagues
skills Describing attitudes • reschedule missed deadlines
ro and content of meetings;
Paraphrasing information;
• postpone decisions
Pointing out discrepancies; • feel important
Oialogue-builcling using the
.anguage of meetings; Fluency:
Breaking bad news and writing
a report
Reading Meeting: breaking bad
news
Listening A meeting: problems
with a product; Five meetings:
discrepancies; The language of
meetings
Vocabulary Meetings 3 The language of business is constantly changing; phrases such as face time, cloud
Grammar Conditionals computing and exit strategy come and go. What are some of the current 'buzzwords' in
Phrase bank Debating issues
your line of business?
b In company interviews
Units 1-2
4 With a partner, try to complete the buzzword dictionary definitions below by writing
in the missing vowels.
1 A change of m_nds_t means completely rethinking your attitude and approach to
something.
2 A company's c_r_ c_mp_ t_nc__ s are its strengths, the things it does
particularly well.
3 P_r_d_gm shift is a fundamental change in the way something is done.
4 To bepr__ et_ v_ is to make things happen rather than waiting for them to
happen. Always having Plan A, B or even C, if necessary!
5 To syn_rg_z_ means to combine strengths and benefit from working together as
a team.
6 To think __ ts_d_ th_ b_x is to think in totally new and creative ways.
7 To dr _ll d_wn is to go into more detail.
8 Getting b_y-_n from people means getting their support for a proposal or project.
9 To take a business to th_ n_xt l_ v _l means to expand it and make it more
competitive.
10 You need to do ar - _l_ty ch_ck when you've lost touch with the real world.
11 Th_ b_tt_m Ii__ is the essential point in a discussion.
12 Looking at th_ b_g p_ct_r _ is looking at the situation as a whole.
13 To b_nchm_rk is to use a successful company's standards to measure and improve
your own.
14 Tor_mp -P production or sales is to increase them.
15 Emp_w_rm_nt gives employees the confidence and authority to take control
of their jobs.
02 INFORMATION EXCHANGE 13
5 1.06 You're going to play a game that's become popular with bored executives tl:.::
world over - buzzword bingo! First, turn to page 119 and choose a bingo card. Then list
to a manager in a corporate sales meeting and cross off the buzzwords as he uses them.
The first person to cross them all off and shout 'Bingo!' wins the game.
6 Some of the things you might really want to discuss in an information-sharing

meeting are listed below, but the second word in each pair has been switched with ano
in the same column. Switch them back. The first two have been done for you.
a 1 production margins --, b 1 quality campaigns c 1 customer budgets
2 balance appraisals 2 sales chains 2 recruitment set ·
3 market channels 3 advertising control 3 salary support
4 staff sheets 4 cost development 4 training relations
5 profit methods 1---- 5 supply projections 5 price procedures
6 distribution trends 6 product cutting 6 IT reviews
7 Work with a partner. Take turns to explain one of the terms in 6 and see if your
partner can guess which one it is. How many can you get right in two minutes?
It's predicting how many products you think you'll sell.
'Market trends'?
No.
Oh, you mean 'sales projections'?
Right.
Making things clear

1 How direct are people from your country when it comes to doing business? Complete -
diagram below with the nationalities in the box. Then check your answers on page 137.
American Brazilian British Chinese French

German Indian Italian Japanese Russian
2 4 8
3 5 6 7 9 10
Direct Indirect
I Barry Tomalin and Mike Nicks, The World's Business Cultures and How to Unlock Them
2 In meetings, especially in indirect cultures, people are sometimes reluctant to say

exactly what they mean - especially if they have bad news! Match the vague statements -
their blunt equivalents.
Vague Blunt
a I'm sorry to report that the project has not been a 1 Our assembly plant may be closed down too.
complete success. 2 Sales are falling.
b Technically speaking, we have run into negative profit. 3 People are going to lose their jobs.
c I think there's a general lack of consumer confidence. 4 It's failed.
d You know we've always been a market-driven 5 We'll have to hold another meeting!
organization.
6 We've made a loss.
e Now is not the time to expand, but to consolidate.
7 Let's do nothing.
f There will have to be some restructuring of the
department. 8 We've never had
•
an original idea.
g We may also have to consider outsourcing production
to cut costs.
h Of course, we won't be able to finalize anything today.
02 INFORMATION EXCHAN
in spite of has not been we have run into a
let's consider why the sales are There is a general we let all we do is a clone...
and we have always been when the it's
it's a it makes ... we may have to
to is we have to to make a
elbocsátás
Our products are not selling well
The project is likely to run over budget
b) exceed projections
c) reach our targets
d) run at a profit
e) phase them in
f) the unions approve it
g) crawl out of debt
h) domestic distribution
i) reduced prices
j) stable market
5 Turn to page 141. Look at the listening script of the meeting you listened to in
answer the questions.
a How many examples of conditional sentences and expressions are there?
b Apart from if, which three words are used to link the conditional to the main
c Only one of the conditional sentences refers to the past. Which one?
d Why is the past tense used in the following example from the meeting?
Even if we decided to do that, and it's a big if, it would take time to implement.
e If only it was that simple (line 29) means:
I wish it was that simple. D I doubt it's that simple. D
f We're not really in a position to invest in anything, even if we wanted to (lines 30-32)
We don't want to invest in anything. D
Wanting to invest would make no difference. D
The language of meetings
1 Work with a partner. One word will complete each of the following extracts fro
meetings. Can you agree what it is? If you need help, turn to page 122.
A scheduling meeting
Right. Basically, the is this: the contract is ours if we want it.
But we're not in a position to take on another project right now, are
I know. Jan, what's your on this?
An IT meeting
Look, it's not just a of software, Alessandro.
Of course not. It's also a question of hardware. The entire system needs upg
But that's out of the We can't afford that kind of capital outlay.
A marketing meeting
Sales are down. One would obviously be to cut our prices.
option
That's no longer an for us. We're barely breaking even as it is.
Well, then we've no but to rethink our whole marketing strat
An HR* meeting
Well, there's no easy answer to this, but how about voluntary redunda
I don't think that's the but maybe we could reduce people's hou
That might have been the if we didn't already have a strike on our h
A strategy meeting
Now, let's not make a out of this. What if we just pulled out of 5
Well, I've no problem with that, but our partners won't be hap
No, but that's not our is it? The political situation is just too un
A CRM** meeting
I'll get straight to the We're getting too many customer compla
point
I agree with you. But the is we don't have the staff to deal with the
That's beside the We shouldn't be getting them in the first
A crisis meeting
I'm afraid the is serious. And if the press get hold of the
Look, we'll deal with that stuation if and when it arises. Let's not panic just ,
You're right. What this calls for is calm and careful planning.
A budget meeting
The is, we're simply not spending enough on
As a matter of fact we've doubled our R&D budget this year.
That may be so, but the remains we're losing our technological lea
* Human Resources
** Customer Relationship Management
2 1.10 Listen to the meeting extracts in 1 and check your answers.
3 Now decide which of the words in the box on page 122 will complete the following
sentences and match them to what they mean.
a That's a matter of _____ fact _ You're wrong!
question
b I think that raises a different ______ I disagree!
C Yes, but look at it from my point of _v _i e_
w __ That's unimportant!
position _
d Actually, that might not be a bad ____ That's irrelevant!
option
e That's not an _____ _ Good point!
idea
f What gave you that _____ ? What about me?
I've been asked to Breaking the bad news

inform you that ...
1 Your company was recently acquired by a former competitor in a hostile takeover.
It seems/appears that ...
The new board of directors has decided it's time for a serious shake-up. Each of you has
I'm afraid that ...
been chosen to announce at a special interdepartmental meeting some of the changes
It's felt that ... they would like to see implemented. Speaker A turn to page 118. Speaker 13 turn to page
The following options 128. Speaker C turn to page 133. The phrases on the left may help you to prepare.
are being explored ...
The suggestion is that ... 2 When you're ready, take turns in your group to present the proposals. They could be
The basic idea is to ... controversial, so:
In addition, what's being • put them forward one step at a time and get reactions from the group before moving
proposed is ...
on to the next step
This would obviously
• invite discussion of each proposal and take notes on any comments or alternative
mean ...
suggestions
• even though you yourself may not be in favour of the proposal you put forward, you
should at least initially show loyalty to your new bosses by sounding positive.
�
� In company mterv1ews
. . 3 Write a memo to the board outlining the reactions to the proposals you presented at
�• Unitsl-2 your meeting.
ORMATION EXCHANGE l7
02 Information exchange
Vocabulary n Well, I haven't given/ taken it much thought.
o I'm for/ with you there.
Meetings p To my meaning/ mind, it's like this.
Metaphor: discussion is a journey q To a point/ an extent you're right.
1 A lot of the language of discussion refers to journeys. 3 Categorize the expressions in 2 according to their
□□□□
Read the conversation and underline the references to purpose.
□□□
movement and travel. There are 20. I asking for an opinion
Ian returns to the boardroom to find the meeting
in chaos ...
2
3
giving an opinion
giving no opinion □□□
□ □
□□
Ian Sorry about that. Had to take a phone call from 4 agreeing
□□□
Bangkok. So, are we any nearer a decision? 5 disagreeing
Erik Not yet, but we're getting there. I think we're more 6 half-agreeing
or less on the right track, anyway.
Sonia Are we? I'd say we've got a long way to go yet.
We just seem to be going round in circles. Grammar
Erik Well, we were making good progress before we got
sidetracked, Sonia. Now, returning to the question Conditionals
of logistics ... Put a cross next to the ending (1-3) which isn't
Ella Sorry, but could I just go back to what I was saying grammatically possible and then correct it.
earlier about freight charges? The first one has been done for you.
Sonia Hang on, hang on. Aren't we getting ahead of a As long as we're well prepared, ...
ourselves here? We haven't got as far as discussing I we've got nothing to worry about. ✓
transportation yet, Ella ... 2 we couldn't go wrong. X
Erik We don't seem to be getting very far at all! 3 we'll be fine. ✓
Ian The conversation seems to have drifted a little we can't....r
ao wrona
.....
.
while I was away ... I can't quite see where all this is
b I'll send them an email ...
heading.
I if you'll tell me what I should say.
Erik We've certainly wandered away from the main
2 if you think it's worth it.
topic. Now, logistics ...
3 provided I hadn't lost their address.
Sonia I was just coming to that. In my opinion, this whole
plan is totally impractical.
Ian I don't think I like the direction this discussion is C If you're going out, ...
going in. Okay, look, we've covered a lot of ground I you're going to miss the meeting.
this morning, but I think that's about as far as we 2 you'd better take an umbrella.
can go at the moment. 3 I come with you.
Erik Now, just a minute! We haven't come this far to
break off now, surely ... d Do that ...
I and you'll regret it.
Idiomatic expressions
2 if you'll get the opportunity.
2 In the fixed expressions below, delete the word you 3 - we'll lose business.
wouldn't expect to hear.
a So, what do you reckon/ guess? e I'd stay and help you ...
b I wouldn't go quite as far/ much as that. I if I'm not going out this evening.
c Where do you stand/ sit on this? 2 if I hadn't promised Jo I'd meet her.
d Well, that goes without saying/ speaking. 3 if you asked me nicely.
e I don't mind either/ each way.
f I'm afraid it's not so/ as simple as that. f I'd be grateful ...
g Any responses I reactions? I if you could sort this out for me.
h The way I view/ see it is this. 2 if you'd keep this to yourself.
I wouldn't/ couldn't say that. 3 if you don't tell anyone about this.
j Yes and no/ No and yes.
k I can't/ couldn't say, to be honest.
I I'd like us to share / spare our views on this.
m Oh, come on/ off it!
18 02 INFORMATION EXCHANGE
If he actually said that to her, ... You can use any tense in either half ( clause) of a conditional
1 she'd kill him. sentence.
2 I'd have been very surprised. As well as if, unless, as long as and providing/provided (that),
3 he must have been mad. you can also use and as a conjunction in a conditional
(Do that and we'll get complaints) or no conjunction at all
(Do that- we'll get complaints).
I wouldn't have asked you ...
Conditional clauses can come either first or second in the
1 unless I trusted you.
sentence. However, with and or no conjunction, conditional
2 if I'd known this would happen. clauses come first.
3 if you didn't say you wanted to do it.
You can put will or would in the conditional clause (Ifyou'll
wait here, I'll go and get herfar you; I'd be grateful ifyou'd give
If it hadn't been for him, ... this matter your serious attention), but this is unusual.
1 I'd still be working at Burger King. The Past Simple in a conditional can refer to the past
2 I'd have got that job. (Even ifI did meet her, I'm afraid I don't remember her), to a
3 I hadn't had a chance. future possibility (IfI resigned tomorrow, I could get another
job within the week) or to an unreal situation (IfI spoke
Italian, I'd phone her myself, but I don't).
Conditionals with the Past Perfect can refer to the effects of
the past on the more recent past (Ifyou'd made a backup, we
wouldn't have lost the whole document) or on the present
(IfI'dgot that job, I could be earning afortune now).
Phrase bank: Debating issues

A small number of words account for quite a lot of the language of meetings and discussions.
One noun will complete each of the sets of expressions below:
a _____ d
I agree with you up to a_____ The _____ is ...
That's beside the_ _ ___ The _____ remains that ...
That's not the_ ___ _ As a matter of _____ _,
That's just my_____ _ In actual---- --,
The _____ is ... Despite the _ ___ that ...
Okay, ____ _ taken. In view of the that ...
I'll get straight to the _____ _ e
Good _____ _ We've no_____ _
b That's not an______
That's out of the _ _ _ _ _ One _____ would be ...
Good _____ � _____ two would be ...
It's not a ___ _ _ of that. Another _____ would be ...
It's not just a_ ___ of ... f
It's also a _____ of ... There's no _____ _
The (real) _____ is .. . What's the_____ ?
C
We're not in a_____ to ...
What's your on this?
This puts us in a very difficult______
I'm in no _____ to ...
02 INFORMATION EXCHANGE 19
Rapport
1 What is the man in the cartoon
Learning objectives: trying to do? What is he doing wrong?
Unit 3
People skills Strategies and
techniques to build rapport;
2 What strategies or techniques can
Fluency: Building rapport with a you use to build rapport with people
colleague who are different from you?
Reading Top tips for building
rapport; Training manual
checklists 3 Read the web article below and decide on
Listening Two meetings to the techni ues ou discussed in 2 are men ·
discuss teleworking
GESTURES / EMPATHY
COMMON GROUND
Even if you're having a bad day, don't Take time to find common ground.
forget the basics: make eye contact, Finding a connection through your
smile and be sincere. Be sensitive education, experience, family or
to cultural differences in areas like interests brings you closer and helps
greeting people, respecting personal build trust. But always be sincere; in
space and making small talk. the long run, inventing shared interes
DRESSING /APPEARANCE or experience will only lead to trouble
HARMONY
Set your personal fashion sense
aside until the weekend and try to Matching and mirroring the other
look like the other person. T his could person's speech, behaviour and
mean 'dressing to impress' in formal thought processes is something
business meetings, but also dressing that comes naturally to good
down in a technical or creative communicators. Adapt your body
workplace. Your clothes, hair, language and the way you listen and
make-up, nails, jewellery, beard or speak to synchronize with the person
tattoos all send messages about you you are dealing with.
and your values."
EMOTIONAL INTELLINGENCE / CONFORMITY
Use your emotional intelligence
to create empathy. Developing an
awareness of how feelings and
emotions influence attitudes and
behaviour will allow you to accentuate
similarities and minimize differences
between yourself and other people.
4 Look at the photographs and describe the body language. Which of the five tech;
in 3 are being used?
20 03 RAPPORT
5 1.11 Listen to a director from Head Office in the US talking to the HR manager
of a subsidiary in southern Europe about a new teleworking policy. Discuss the questions
with a partner.
a How does each person speak? Describe their voices.
b Imagine a video of the meeting. What do you think Jacob and Helena look like?
Describe their body language.
6 1.11 Listen again and answer the questions.

a How do Jacob and Helena feel about the new policy and about each other?
b Why do Jacob and Helena fail to build rapport?
7 Complete the checklist from a training manual using the words in the box.
compromise crossed deep husky mirroring outcome restricted small

staccato subtle
. 0
. g
Observe, match and mirror the following:
D small
Gestures: with the hands or the head, large or (l) ____ , expansive or (2) ____
restricted
D crossed _
Posture: relaxed or tense, leaning forward or back, arms or legs together, apart or (3) ___
D subtle
Facial expressions: positive or negative, open or closed, overt or (4) ____ _
D deep
Breathing: fast or slow, shallow or (5) _ __ _ _, regular or irregular
D husky
Voice: high or low, loud or soft, clear or (6) ____
D staccato
Speech: slow or fast, fluid or (7) ----, confident or hesitant
D Key words and phrases
D Mirror: adapt your gestures, posture, expres�ions, voice, etc to the other person.
D compromise
Pace: make subtle changes, moving towards a (8) _ __ that is comfortable for both of you.
mirroring_
If the other person does not follow you, go back to (9) ___
D Lead: when the other person has moved towards your pace, lead them towards the desired
outcome _
(10) ___
8 How easy to use are the tips and techniques in 3 and 7? Do you find any of them
insincere or even manipulative? Why? Which of the tips and techniques could you use the
next time you need to build rapport with someone?
9 1.12 Listen to a second version of the meeting in 5. How have Jacob and Helena
changed the way they communicate? How do you imagine their body language has
changed?
10 Work with a partner to practise your rapport-building skills. Speaker A see page 138,
Speaker B see page 129.
03 RAPPORT 21
MANAGEMENT
SCENARIO
Culture clash
Management
scenario A
Business communicationskills
Identifying potential cultural
differences; Avoiding a culture
clash; Fluency: A meeting to
discuss a merger
Reading Cultural sensitivity
checklist
b Incompany inaction
Al: A culture clash;
A2.: Positive cross-cultural
understanding
1 How would you describe your organization's culture? Are your colleagues differ
from the people in other departments or companies you have worked in? Think ab
relationships, attitudes and communication styles.
2 Read the memo below and answer the questions.

a What kind of organizations are GWA and Blue Rock?
b Why have they merged?
C Why do you think Sue Jensen wrote the memo?
d What kind of culture clashes should managers anticipate when staff from two
organizations share office space?
From: Sue Jensen, CEO

To: All staff
Re: Merger
As you are all aware, our merger with Global Water Aid was completed last month
T he first of many synergies we hope to achieve will begin on Monday when staff
from GWA's headquarters will be moving into our London office. This will mean a
certain amount of reorganization to fit everyone in, but we expect everything to be
up and running in 48 hours.
GWA and Blue Rock share the same goals: to build a world where every man,
woman and child has access to safe drinking water and sanitation. GWA have ove,
40 years of experience of developing sustainable solutions to water, sanitation, anc
hygiene problems. Although Blue Rock is a much younger organization, I'm sure
I don't need to remind you of our recent achievements in building partnerships,
lobbying national and local government and setting up clean water programmes in
the developing world. Together, we will be even stronger; with more resources, mor:
expertise and more diverse talents at our disposal, our vision of a world with clean
water for all has just come a step closer.
I know I can count on you to give our new colleagues a warm welcome.
lncompany :,i...
inaction�• 3 Now watch video Al to see the first meeting between Ed Ryan of Blue Rock and�
Wright of Global Water Aid. While you watch, tick the cultural differences that are
J
referred to.
power distance D age and gender roles D dress code
communication style D attitudes to time D attitudes to humour
body language D personal space D attitudes to socializin�
22 A CULTURE CLASH
4 Put Ed and Jack's words in the correct order. Which cultural difference in 3 does each
phrase illustrate?
a around ceremony don't here on stand We. We don't stand on ceremony around here.
b busy one That's very woman! assistant Your? That's one busy woman! Your assistant?
c Minister the So, meeting today you? So, you meeting the Minister today?
d joking only Relax, I'm! Relax, I'm only joking!
e at back be by desk forty-five I'm my one supposed to.
f along bring don't her too Why you?/ merrier more, The the!
I'm supposed to be back at my desk by one forty-five
5 Match the beginnings (1-6) with the endings (a-f) in this slide on cultural sensitivity.
Why don't you bring her along, too? The more the merrier!
CULTURAL SENSITIVITY CHECKLIST

1 understand your own culture and a observing and analysing other cultures
2 suspend judgement while b common values, beliefs, goals and attitudes
3 identify and share c be aware of differences with others
4 respect differences and resist d be inclusive - prefer 'we' to 'I' or 'you'
5 use language sensitively; e keep trying however difficult it may be
6 be objective and positive; f the temptation to make converts
6 Using the checklist above, give examples of how Ed and Jack could have avoided
a culture clash.
Have you experienced similar situations, for example when working abroad or with
different nationalities? Give examples of what went wrong, or how you avoided a clash.
,;
In company a
in action •• • 7 Now watch video A2 to see a second meeting between Ed and Jack and answer
the questions.
a How have Ed and Jack's attitudes to their own and to each other's cultures changed
since their first meeting?
b What do they decide to suggest?
8 Complete the phrases from the video and then match each phrase (1-6) to the positive
attitude or cross-cultural understanding (a-f) it illustrates.
1 we got off on the wrong _____ a sharing common attitudes to
2 when the cat's _____ management
3 I'd better try to blend in with the b accepting limitations
c sharing common goals
4 to take a leaf out of your _____ d showing willingness to adapt
5 if it can't be _____ e recognizing mistakes
6 after all, we're all in this _____ f being prepared to learn from another
culture
Committee meeting
9 Work in small groups. You have been invited to join a committee to help staff adapt to
a merger between your two companies. Speaker A see page 118, Speaker B see page 120,
then discuss the agenda below. When you have finished, use the checklists on page 123 to
help you evaluate your performance.
AGENDA
l For discussion - cultural differences and potential 2 For decision - policy and guidelines for the new
problems: organization:
Power distance Work organization: office hours and layout
Gender/age roles Equal opportunities
Dress code Dress code
Time Compensation
Socializing Socializing
A CULTURE CLASH 23
Voice and visuals
1 When you stand up to speak in public, what keeps an audience interested in wha
you're saying? Expertise or enthusiasm? Visual impact or vocal range? PowerPoint o
natural presence?
I do not objed to people
looking at their watches
when I am speaking. But I
2 You are going to read about power and public speaking. First test your communi
awareness below by underlining the correct information.
strongly object when they
start shaking them to make
certain they are still going.
Lord Birkett, British judge
How do you keep your

audience's attention when The attention span of the average audience member is 15 I 50 minutes.
you give a presentation? People in an audience are distracted roughly every 12 seconds I minutes.
3 The best listeners are the Germans and Swiss I Chinese and Japanese.
Learning objectives: Using visual aids makes your message twice as Ifour times
Unit 4 more memorable.
Business communication It's been proved that presentations with visuals are 23% I 43%
5
skills Doing a quiz on how to
command attention; Giving more persuasive.
feedback on a presentation; The brain processes images 40,000 I 400,000 times faster than text.
6
Using visuals in a presentation;
Analyzing the voice in It's a fact I myth that only 7% of a presentation is what you actually say.
presentations; Fluency: Giving
a speech 1> People generally prefer lower I louder voices.
Reading Articles on voice and 9 Mrs Thatcher was trained to speak in a lower, more authoritative I
visual impact
softer, friendlier voice.
Listening Voicemail; Presenters
giving information in different I0 Dutch I Spanish women have the lowest female voices.
ways; Radio programme: drama
for business; A Shakespeare 11 Men's I Women's voices are gradually getting deeper.
speech I? What people see I hear overrides what they see I hear every time.
Vocabulary Presentations
Grammar Modal verbs I' Images and speech are processed by the same I opposite sides
Phrase bank Describing and of the brain.
commenting on visuals
For over 100 years the US presidential election has been won
by the taller candidate 70% I 90% of the time.
3 Work with a partner to check your answers in 2. Each read a different web article
opposite. Then share your information.
4 Do any of the points mentioned in the articles surprise you? If true, what are the
implications for a business presenter?
5 Highlight the following in the article you read and explain why you chose them t
your partner:
• three new words you'd like to remember
• three new phrases you'd like to remember
24 04 VOICE AND VISUALS

IS ANYBODY LISTENING? AN ORATOR AS PRESIDENT
Long before it is born, a baby can recognize its mother's The US presidential elections in both 2008 and 2012
voice. And it is said that our sense of hearing is the last were classic cases of the triumph of the charismatic
to fade before we die. As unique as our fingerprints, our voice, with Barack Obama putting the art of rhetoric into
voice is a key component of our personality. Indeed, the the spotlight. His catchphrase 'Yes, we can' has passed
word 'personality' itself comes from the Latin 'persona; into American history and he has already been described
which literally means 'through sound'. as the greatest orator of his generation. But New York
professor Ekaterina Haskins has a theory about that. 'I've
But, in our televisual age, we tend to shut out what we
been going through his speeches textually; she says. 'The
hear and be over-influenced by appearances. Maybe
text alone cannot tell us why they are so
that's why in nearly 90% of US presidential elections
powerful. It is about delivery: Philip
since 1900, the taller, usually better-looking, candidate
Collins, who used to beTony Blair's
has been the winner! The attention span of the average
speech writer, agrees. It's 'the way
audience member is just 15 minutes. In the more self
he slides down some words and hits
disciplined and data-hungry cultures of Germany and
others - the intonation, the emphasis,
Switzerland it might be half an hour. But even the most
the pauses and the silences:To become
attentive listener is distracted roughly every 12 seconds.
leader of the western world Obama's
HOW LOW CAN YOU GO? only visual aid was himself.
Is there anything we can do to hold their attention?There The rest was voice.
is some evidence to suggest that a low voice is preferred
in both men and women. Former British Prime Minister
MargaretThatcher famously hired a voice coach to lower
her voice. And, except in Japan, where higher female
voices are preferred, it can be no coincidence that over the
last 50 years, as women have risen to higher management
positions in the workplace, their voices have measurably
deepened - in the Netherlands, where women have
achieved almost equal opportunity, especially so.
TRUTH, LIES AND VISUAL AIDS

It's the oldest cliche in communication training: 55% of the message is how you look,
38% is how you sound and a mere 7% is what you say. But it's wrong!The original
research on which this myth is based was carried out at UCLA in the 1970s. Involving
just a handful of volunteers, the experiments actually focused on how people judge
others' feelings and had nothing to do with creating impact in a talk. So if your suit,
slides and winning smile fail to impress, take it easy. All is not lost.
What is true is that, if your body language is saying one thing and your words another,
people will believe what they see. When we're nervous or ill-prepared, our body
language tends to give us away.
POWERPOINTLESS?
Of course, good visual aids do powerfully reinforce your message. In fact, according to a
study by 3M, audiences shown visuals are four times more likely to remember what you
said and 43% more likely to be persuaded by it.
But it depends what you show them. The typical list of bullet points, for example,
can actually compete with you. At one stage, this became such a problem at Sun
Microsystems that CEO Scott McNealy banned the use of PowerPoint. Images, on the
other hand, are mentally processed 400,000 times faster than text and appeal to the
opposite side of the brain, making them the perfect accompaniment to speech.
A WHOLE NEW IMAGE
No-one knows this better than ex-US vice-president Al Gore.
Once the invisible man of American politics, after his presidential
election defeat in 2000, Gore returned to his true passion and
began an environmental lecture tour that literally took the world
by storm. Ditching PowerPoint for Apple Keynote, he created a set
of dramatic visuals, video clips and computer simulations that caused a
sensation around the world. Speaking to a thousand different audiences, in
what Fast Company magazine has called 'one of the most remarkable personal
turnarounds of all time; Gore went on to become the champion of the green
movement, the star of the Oscar-winning movie An Inconvenient Truth and winner of
the Nobel Peace prize. He readily admits that he owes it all to a slide show.
Giving feedback
1 Work with a partner to practise giving and receiving fe on a presentation.
Speaker A see page 120. Speaker B see page 138.
2 1.13 Listen to the voicemail from your Taiwanese die • ollo ving the
presentation in 1. Discuss his reaction with a partner.
Visuals
1 When you give presentations, what visuals do you e?
DVDs flipchart handouts PowerPoint slides ,-e sites
2 Read the book extract. Do you share the author's o
Adapted from The Ultimate Business Presenta o
3 All the expressions below can be used o co e • on a visual in a presentation.

Complete them using the verbs in the box.
draw give have learn mention put see show

our sales numbers were growing last year
Introduction Have
_____ a look a· see that
One thing you'll immedia·e notice is that we ... took over the market-leading position
Highlights
draw
I'd particularly like to _____ your attention to ... the sales achievments in 2022.
point
I'd also like to _____ o the performance of the service department.
And perhaps I should ____ mention _ the back-office ladies' effort.
they are the ones who
Context give
Just to _____ e of the background to this ... prepare the quotations.
To ____ put this. e kind of perspective ... these ladies are the engine of the
show domestic sales department.
Conclusions Clearly then, what _____ is ... a definite increase of both the sales
The lesson we can _____learn from this is ... figures and the revenue.
that we mussn't give up ever.
4 Draw a simple graph or chart rela · o an in eresting aspect of the business you're in,
the company you work for, or your coun 's ec:o omy. Use some of the expressions in 3 to
present it to the class.
Voice
1 How might pausing sometimes be the mo • e =e · ·e thing a speaker can do? Read
what communication expert Courtland Bm·ee ·o s.a, about the power of the pause.
A pause is more than just a way to vary yo r ,,_ ea.� !a·e. I ·s also an important
way to add emphasis and meaning to se ec.:ed .r-:- - a! d sentences. You can
insert a pause to allow an audience a mo .e · · ::-.:_ abo an idea. to indicate a
shift to a new idea or to a new section of yo .. !" ·o heighten anticipation
of your next idea.
From Contemporary Public Speaking by Courtland L ee

2 1.14 Listen to three presenters speaking in different ways. Decide which
presenter sounds:
1 fluent and confident.
2 fluent but boring.
3 hesitant.
a There's a whole market in Eastern Europe just there for the taking. D
b Quite frankly, the results we've been getting are absolutely incredible. D
C Now, I'm sure I don't need to tell you just how crucial this is. D
d Net profits are up 97% - yes, 97%. D
e Would you believe that so far we've not been able to sell a single unit? D
f Miss this deadline and we'll lose the biggest client this company's ever had. D
3 Why does the boring presenter sound so monotonous?
4 What exactly is the hesitant presenter doing wrong?
5 1.15 Work with a partner. Listen again to the fluent and confident versions.
One of you should mark the pauses like this: I The other should underline the stressed
words. Compare your results. What's the connection between where we pause and what
we stress?
6 1.16 Deliver all the sentences in 2 in a fluent and confident way. Experiment with
longer pauses and stronger stresses. Then compare your version with the recording.
7 1.17 According to Swedish businessman Jan Carlzon, 'All business is show

business.' Listen to an extract from a radio programme on how several training companies
have taken his opinion literally, and discuss the questions.
a Would William Freeman's advice help you face a business audience?
b What does Michael Lame think classically trained actors can teach business people?
c According to Richard Olivier, what makes someone a brilliant speaker?
d Which of the trainees' opinions would be closest to your own?
8 Work with a partner to make your Shakespearian debut! Read through the
Shakespeare speech on rage 28 and take turns to be the actor and director. Don't worry -
the speech has been slightly modernized!
• Decide where you are going to pause - mark short pauses like this: [ longer pauses like
this: 11 and very long pauses like this: 111
• Underline the words you are going to stress: usually nouns and verbs, but sometimes,
for dramatic effect, you can stress pronouns and conjunctions.
• Highlight in different colours parts of the text you really want to project, even shout,
and parts you want to say quietly or perhaps whisper.
• Try the speech a few times, the actor speaking, the director giving advice and feedback.
When you are ready, have fun performing it!
9 1. 18 Listen to the speech below. How does your performance compare with the
recorded version?
10 Prepare a 90-second presentation on a work or business topic that is important to

you. Try to keep some of the power and drama from your Shakespeare speech in your
voice as you present.
Kenneth Branagh
as King Henry in Henry V
The story so far:
The English army has fought a long
hard campaign in France and now
they face their final battle at Agincourt.
They are heavily outnumbered and the
soldiers are exhausted and almost ready
to surrender. Henry's generals, Bedford,
Exeter, Warwick, Talbot, Salisbury
and Gloucester, do not really believe
they can win. Henry knows he must
somehow build confidence and self
belief in his troops if they are to stand
even the remotest chance of victory.
And so he tells his men not to wish for
a bigger army, since all the glory can
now be theirs ...
The motivation speech:

If we are going to die, we are enough Warwick and Talbot, Salisbury and Gloucester,
To cause our country loss; and if to live, Be between cups of wine newly remembered.
T he fewer men, the greater share of honour. This story will the good man teach his son;
This day is called the Feast of Crispian. And Crispian will never go by,
He who survives this day, comes safely home, From this day to the ending of the world,
Will hold his head high when this day is named But we shall be remembered for it -
And stand up at the name of Crispian. We few, we fortunate few, we band of brothers;
He that shall live today and see old age For he today who sheds his blood with me
Will celebrate it yearly with his neighbours Will be my brother. However poor and humble,
And say: 'Tomorrow is Saint Crispian'. This day ,,ill make of him a gentleman.
Then he'll roll up his sleeve and show his scars And gentlemen in England, now in bed,
And say: 'These wounds I got on Crispian's Day'. Will curse the fac hey were not here,
Old men forget; yes, all will be forgotten; And question whe her they are really men,
But he'll remember all too well While anyone spea · who fought with us
What he achieved that day. Then will our names: Upon Saint Cri:, ian·- Day.
Harry the king, Bedford and Exeter,

04 Voice and visuals
Vocabulary Metaphor: trends and developments
4 Complete the joke by matching each noun or noun

Presentations phrase on the left to a verb or verb phrase on the right.
Use a dictionary to check the literal and metaphorical
meaning of the verbs, if necessary.
Commenting on statistics
1 Put the following verbs and verb phrases in order from

tlie best news to the worst.
mountaineering equipment totally collapsed
And on the stock market today ...
almost halved increased tenfold more than tripled military hardware were up and down
nearly doubled plateau'd quadrupled L
lifts went up sharply
kitchen knives peaked
but the housing market boomed
a
b
Sales have c
rubber quickly recovered
After a nervous start ...
medical�supplies shot up
d
e
f the automotive industry bounced back
rifles picked up after lunch
Which of the above means the same as a fourfold increase? and vacuum cleaners also rallied
Match the adjectives with ones which have a similar
swimwear hit rock bottom
2 In some of the fiercest trading seen in the City ...
meaning and put them in order from the biggest to the
smallest. mining equipment
� completely dried up
ice skates plunged
considerable huge massive moderate
and the market for raisins slipped a little
modest reasonable significant slight
fireworks remained unchanged

By close of trade ...
a _____ / _____
_____ ; _____ increase but paper products fell dramatically
�
b
_____ / _____ men's socks were stationary
a
C
d _____ / _____ and theatre curtains skyrocketed
3 Describe the following success rates using suitable 5 Mark the verbs and verb phrases in 4 according to the
adjectives from the box. trend they describe: up(?), down(",.), up and down(�),
disappointing disastrous encouraging miserable down then up('</) and no change(-+).
phenomenal promising spectacular unimpressive
a _____ ; _____ 95%

Grammar
a(n) success rate
b ____ _/ 65%
C _____ / 25% Modal verbs
1 In each of the sentences below, delete the modal verbs
d _____ / 3%
that are incorrect.

a We ... now, but we can if we want.
(mustn't pay/don't have to pay/haven't got to pay)
b I ... my laptop, so I left it at the office.
(needn't take/didn't need to take/needn' t have taken)
C We ... , if we'd known he wasn't coming in today.
(didn't need to wait/mustn't wait/needn't have waited)
d When I was a student, I ... for hours on end.
('d study/would have studied/used to study)
I ... quite left-wing, but I've become more conservative.
(used to be/would be/must have been)
e
f I took my driving test three times before I ... pass.

(could/was able to/managed to)
04 VOICE AND VISUALS 29

2 Complete the conversation using the modal verbs in Modal verbs have to, have got to and must mean there's an
the box. obligation to do something.
don't have to and haven't got to mean there's no obligation to
can't can't could have could have '11 '11 might
do something.
must must have needn't have shouldn't won't
would have wouldn't
mustn't means there's an obligation not to do something.
I needn't have done means I did something but it wasn't
A Ivan, (1) _____ Alexis be here by now? necessary; I didn't need to do means it wasn't necessary so
It's gone four! I didn't do it.
B Yeah, she (2) _____ got held up somewhere. would do means used to do for repeated past actions.
A But (3) she have phoned? She should have left means I expect she's left or She's supposed to
B Well, you (4) thought so. have left or It would have been a good idea ifshe'd left.
A I mean, we're only having this meeting for her benefit. You use was able to (not could'} to talk about a specific past
If she doesn't come soon, we (5) _____ achievement.
bothered. 1hat must be him is the opposite of 1hat can't be him.
B Quite, though I (6) _____ think what will is the most versatile modal verb and can be used for
(7) ____ held her up. I (8) ____ offers, spontaneous decisions, assumptions, predictions and
ring her and see what's going on. That's to express willingness or determination.
funny, I (9) _____ find her number.
I (10) _____ sworn I put it in my diary.
It (11) _ ___ be in here somewhere!
A Well, if you ask me, she (12) _____ be coming
now, anyway.
B Hang on. That (13) _____ just be her now.
I (14) go and check.
Phrase bank: Describing and commenting on visuals

All the following phrases and expressions can be used to describe and comment on visual aids.
Add them to the chart according to their function.
INTRODUCTION HIGHLIGHTS
CONTEXT CONCLUSIONS
a Have a look at this ... To put this into perspective, ...

b What these figures clearly show is ... j What this means is ...
C I'd particularly like to draw your attention to ... k The take-home message here is ...
d As you can see, ... I Okay, let's take a look at ...
e I think this demonstrates ... m One thing you'll notice is ...
f Just to give you the background to this ... n The lesson we can learn from this is ...
g I'd like to point out ... 0 Let's run the video ...
h I'll just talk you through it ... p I'll just show you how this works ...

Problems on the phone
1 It's been said that 'When the phone rings, there's usually a problem on the other end
of it.' What sort of problems do people phone you with at work? Have you ever had to deal
with a chatterbox? Share examples with a partner.
Most people spend more ii.me
and energy going around
problems than in trying to
2 Complete the article below by underlining the correct words.
solve them.
Henry Ford, founder of Ford
Motor Company
HOW TO GET RID OF CHATTERBOXES ON THE PHONE
We are living in the age of telephony. Over half the planet now owns a mobile. China has the
biggest mobile phone market worldwide.Over 70% of the population uses a mobile phone.
What's your top tip for Whenever we want, wherever we want, we can get in (a) communication/ touch.
problem-solving? But when we do, it seems we can never get to the (b) point/ business. Up to two hours in every
working day are wasted in small talk on the phone. And great skill and determination are needed
to escape the deadly game of social chit-chat - 'How are you? ... Settling (c) in/ down to the new
job? ... How's Ellen? ... And the kids? ... Hasn't your eldest just gone to college? ... How (d) life/
time flies! ... Oh, I hear you're moving house as well. ... Did you have a nice holiday, by the way?
... I suppose you haven't heard the (e) last/ latest, then? ...Well, I'm not supposed to say, but
there's a (f) rumour/ gossip going about ...'
Of course, what you really want to say in these circumstances is, 'Look, I haven't got all
(g) year/ day. Either state your business or kindly get off the phone; but professional courtesy
forbids it.Here, then, is the definitive executive guide to getting rid of chatterboxes on the phone.
GETTING DOWN TO BUSINESS
The most tactful way of bringing the conversation round to the subject of business is
to ask in a slightly louder than normal voice, 'What (h) can/ could I do for you?' If
you know the caller, you could try, 'I (i) expect/ believe you're calling about .. .'
and then mention anything you can think of.They, hopefully, will reply, 'Er, no,
actually, it's about something else' and you can finally (j) pull/ cut the chat and
get down to business. Should this strategy fail, you may have to resort to a firmer,
'Was there (k) nothing/ something you wanted to talk to me about?'
ENDING THE CONVE RSATI ON
This is more difficult.The trick is not to seem too abrupt.'Anyway, ...; though a
clear signal to most people that you want to end the call, is much too subtle for
chatterboxes.Try instead, 'Well, I mustn't (I) hold/ keep you; 'I'll let you (m) get I go
on' or the more insistent, 'I'll have to let you (n) go/ leave now: If you feel that
sounds a little too harsh, friendlier alternatives include, 'Well, (o) listen/ see, it's
been great talking to you; 'We must (p) come/ get together soon' or, 'Oh, one
last (q) thing/ point and then I really must go: Of course, with an incurable
chatterbox this last alternative may be asking for trouble!
DRASTIC MEASURES
In genuine emergencies the following may be used: 'Ah,
Learning objectives: someone's just this minute (r) dropped/ stepped into
Unit 5 the office. I'll have to ring (s) off/ out: Or, 'I've got an
international call just come (t) in/ over on the other line.
skills Discussing phone usage
and its usefulness; Dealing with Can I call you back?' And, if all else fails, you can always try,
'chatterboxes'; Complaining and 'Hello? Hello? Are you still (u) there/ here?' Of course the
dealing with complaints; Toning secret with this one is that when the caller says, 'Yes, I'm
down 'flames'; Speculating about still here; resist the temptation to reply 'Well, I can't
a problem; Fluency: Solving
hear you!'
problems on the phone
Reading Article on
'chatterboxes'
Listening Someone dealing with
a 'chatterbox'; Someone dealing
3 Do you agree with the article that small talk on the phone wastes time at work?
with a customer complaint;
People discussing a problem; 4 1.19 Listen to someone trying unsuccessfully to get a caller off the phone. Raise
People solving a problem your hand when you hear them use one of the expressions mentioned in the article in 2.
Vocabulary Phone, tablet
and email
Grammar Complex question
formation
Phrase bank On the phone
05 PROBLEMS ON THE PHONE 31

5 Work with a partner to practise dealing with a chatterbox. Speaker A see page 120.
Speaker B see page 128.
Dealing with complaints

1 In 2009 American businessman Howard Schaffer got so fed up wasting time trying
to get the phones in his office fixed, he worked out it had cost him $5,481.16, billed the
phone company for it and was paid! Have you ever wanted to do that to a company that
wasted your time?
2 When was the last time you made a formal complaint about something? Was it in
person, in writing or on the phone?
□□
3 Put the following stages of handling a customer complaint into the most likely order:
suggest possible solutions
□□
get the details
end on a positive note
□□
agree on a course of action
greet and reassure the caller
listen and empathize
4 Which of the following expressions would be most inappropriate at each of the stages
in 3? Delete one from each set of three below. Then underline which of the remaining two
you prefer.
Stage 1
a How can I help you?
b What can I do for you?
C What's the matter, then?
Stage 2
a Can you tell me exactly what the
problem is?
b What exactly is your problem?
c What seems to be the problem?
Stage 3
a Tell me about it! I know just how you feel.
b I can understand exactly how you feel.
C I can understand how upset you must be.
Stage 4
a Well, I suppose I could send you a new one, but I can't give you a refund. Sorry.
b I can't give you a refund, I'm afraid, but I can certainly send you a new one. How's
that?
C Unfortunately, we're not authorized to give refunds, but what I can do is send you a
brand new one. How would that be?
Stage 5
a Is that all okay for you?
b Are you satisfied now?
C Are you happy with that?
Stage 6
a I'm so pleased we've managed to sort this out. Was there anything else?
b Glad to be of assistance. Is there anything else I can help you with?
C Good. Anything else or is that it?
5 1.20 Listen to a customer services adviser at iDeals, a computer supplies retail

chain, dealing with a complaint. Compare what she says with your choices in 4.
32 05 PROBLEMS ON THE PHONE

6 A 'flame' is an angry or insulting email. Have you ever received or been tempted to
write one?
7 Read the 'flames' with a partner. Imagine you wrote one to your partner, then phone
him/ her. Take turns to hold the conversations. Caller, be as direct as you like. Receiver, try
to calm the caller down and deal with their complaint.
Why do you never answer your phone? May I suggest you turn your mp3 off
occasionally?
What I want to know is, are you making any progress on the Samsung report or not?
And if not, why not? No, don't even bother answering that. I already know you've
been far too busy with more important matters to even get round to starting it.
Correct?
Look, I asked you to type up this report ages ago and you know full well I've got to
have it for Thursday's meeting with the people from head office.
This is the second time you've fouled things up and I'll be reminding you of that
when your probationary period finally ends.
So, I'll ask you once again. WHEN WILL THE SAMSUNG REPORT BE READY ?
For the third time this week, WHERE IS OUR ORDER?

We ordered $15,000 of shirts from you three - yes, three - months ago and so far
what have you sent us? That's right, nothing! Not so much as an email to explain
why it's taking so long. This is an utter disgrace.
You call yourselves the world's leading promotional products company and you
can't even manage to organize 6,000 polo shirts with a simple company logo on.
Frankly, it's pathetic. I notice you had no problem debiting our account for the
$15,000, though.
I'm sure it's too much to expect an apology, but if I don't see those shirts within the
next 48 hours, I'll see you in court. GOT IT?
8 Rewrite your email from 7 to make it more polite but equally assertive. Use the
prompts below.
a Unfortunately I unable/ reach/ phone
Can/ tell/ managing/ make/ progress/ Samsung report?// having/ problems/
please let/ know/ soon / possible// understand/ been preoccupied/ other matters/
may not/ even/ made a start yet/ although/ hope/ not/ case
did ask/ some time ago/ this report/ as you know/ do need/ urgently/ Thursday's
meeting I people I head office
not Ifirst time/ let me down/ consequently/ shall have/ discuss/ matter/ when/
probationary period ends
really must know today how/ longer/ going I take
b again writing/ regard/ order/ ref no 099X
records show/ order/ $15,000 / shirts/ placed three months I but so far/ received
anything// Nor/ sent/ email explaining/ reason/ delay// afraid/ quite unacceptable
You advertise/ world's leading promotional products company// therefore/find/
inability/ take care/ simple order like this both surprising/ disappointing// notice/
however I were more efficient/ debiting/ account/ sum/ $15,000
should like/ delivery/ 48 hours/ together/ apology// Otherwise/ no alternative/
hand/ matter over/ legal department// hope/ made myself clear
9 Exchange the rewritten emails with your partner and hold the two telephone
conversations again. How do these calls compare with the ones you had in 7?

Tackling problems
1 1.21 Listen to an overheard
telephone conversation. Take notes and,
with a partner, try to work out what the
problem is.
It sounds like ...

It seems as though ...
There's been some kind of ... , by the
sound of it.
I'm not (exactly) sure whether ...,
or whether ...
It's definitely something to do with ...
2 1.22 Now listen to both sides

of the conversation in 1 and check
your ideas.
3 You heard the following idiomatic expressions in 2. Can you remember the missing
words? The first two letters are given. Use the definitions in brackets to help you.
a I'm working·�- flat --- out. (I'm working as quickly and as hard as possible.)
slipped my mind. (I completely forgot to do it.)
b It completely s�----
sno wed
c We're s,L------ under at the moment. (We've got too much work to deal with.)
4 What would you do in Graham and Piotr's situation?
5 1.23 Listen to Graham and Piotr's second conversation and compare your
solutions with theirs.
6 Match the sentence beginnings (a-n) to the endings (1-14). You heard them all in 5.
a Can you get hold 1 of sending someone else out here?
b Idon'tsuppose � 2 to have a phone number for the promotions people?
C Do you happen 3 getting some brochures to me in Polish?
d Is there any chance 4 of the organizers?
e I'll check 5 what I can do, but I can't promise anything.
f I'll see 6 with Liz and see if she can spare Kim for a few days.
g Would you mind 7 you remembered to put another laptop in?
h Is there any point 8 the minute I get off the phone.
Are you absolutely 9 if we got a local Polish interpreter in?
j I'll look into it 10 to me.
k Could I ask you 11 in sending the ones we've got in Russian?
Would it help 12 to that right away.
m I'll get on 13 to hurry that up a bit, please?
n Leave it 14 sure we didn't order a reprint of the Polish ones?
7 Work with a partner to practise solving problems on the phone. Speaker A see
page 120. Speaker B see page 130.
8 Would you follow up the phone calls you had in 7 with emails or meetings? Why?
Do problems and complaints need all three methods of communication to get resolved?

05 Problems on the phone
Vocabulary Grammar
Phone, tablet and email Complex question formation

Complete the telephone conversation using the words in Polite question forms
the box. Rewrite the requests and offers to make them sound
around as back by down down for in off friendlier and more polite using the words in brackets to
off off on on on on on on out out help you. Make any necessary changes to grammar.
out up up up up under a Can you turn the air conditioning up a bit?
(think/could)
A design agency offzce is in chaos. The phone is ringing.
Do0t1ou tl11i1k...,uou couM turn the air conditionina utJ a bit?
Tina fmally answers it. J ,
b Can you help me? (wonder/could)

A Hello? Tina Mallon. I wonder if you could help me?
B Tina. Thank goodness you're there!
up c Don't mention this to anyone else. (could/ask you)
A Hi, Geoff. What's (1) _____ ?
in Could I ask you not to mention this to anyone else?
B Listen. I'm (2) _____ a bit of a mess here.
d Can you do some overtime next week? (think/could/
A Where are you?
on ask)
B I'm just (3) _____ my way to see the people at Do you think I could ask you to do some overtime next week?
FlexiPak and you'll never guess ... I've left the file with
the visuals in it back at the office! e Do you want me to put in a good word for you? (would/
like me)
A Oh dear ... Well, can I fax them through to you at their
Would you like me to put in...?
office?
B No, I don't think they'd come (4) ____ out _ f Can you stop whistling while I'm trying to concentrate?
properly. (would/mind not)
up Would you mind stop whistling while I'm trying to...
A Geoff, I'm (5) _____ to my neck in it here. I can't
access my email because the server is (6) ____ down _ g Is it okay to leave early today? (do/mind/if)
this morning. And I'm having some problems with Do you mind if I leave early today?
my tablet, so that's not much help either! I'm rushed h Do you want me to give you a few days to think about
(7) _____off my feet, running (8) ____ around _
it? (would/help/give)
out
trying to sort things (9) _____ with IT and get Would it help if I gave you a few days to...?
those posters (10) _____off to Milan by midday. Can I ask you a personal question? (Would/mind/I)
B Look, Tina, this is urgent. Could you go over the road to Would you mind if I asked you a personal question?
the print shop, scan the visuals and ask them to email
When is Mr Alvarez coming back? (happen/know)
them to me (11) _____ as attachments? I'll give Do you happen to know when Mr. Álvarez coming back?
you FlexiPak's email address.
k Can you lend me €50 until Friday? (don't suppose/
A Geoff, I'm sorry, but I'm really snowed
could you?)
under
(12) _____ here.
I don't suppose you could lend me 50EUR until Friday?
B Tina, I wouldn't ask you if I wasn't desperate. I haven't
got time to come (13) ____ back _ and pick them Being polite takes longer!
(14) ___ up _ Modal verbs (could, would) soften a request that may be
A Well, maybe it would be easier just to send them unwelcome.
(15) _____ by courier. Hang (16) _____ on Let 'Typ e 1' conditionals (Do you mind ifI leave early?) make
d o w n
me take (17) _ ___ the details. Which visuals do requests more diplomatic.
you need exactly? Hello? Geoff? 'Typ e 2' conditionals (Would you mind ifI left early?) make
B Tina? requests even more diplomatic.
A Geoff? You're breaking (18) _____ up Are you Do you happen to know ...? is useful when you're not sure the
on
(19) _____ your mobile? I can't hear you! other person knows the answer to your question.
B Hello? Oh, what's going (20) _____ on with this I don't suppose you could ..., could you? is a good way of asking
phone? I can't be (21) _____ out of range. I must people to do you a favour.
be running low (22) _____on batteries. No,
it's charged. Tina, can you hear me? I'll have to ring
(23) _____off and look (24)____ for _
a payphone or something. Tina?
Tina hangs up, smiling.
on
A Now, maybe I can finally get (25) _____ with
some work!

Phrase bank: On the phone
Small talk on the phone
1 Put one word in each box below to make 30 things you could say to encourage a bit of small talk during a business
call. Contractions (You're, How's, etc) count as one word.
a how's life/business/the family/it going I the new job/your golf doing/your course going?
b how are you doing/keeping/enjoying Paris/getting on in Manila/settling down in Seville/

settling in at Goldman Sachs?
C
congrats on the promotion/the new baby/winning the Dubai contract/finally getting your MBA!
d I've heard you'removing house I getting married/about to visit Russia/about to sign a deal with
Samsung, is that right?
e Have you just been on holiday/come back from Buenos Aires/opened a new office in Cologne?
Have you heard the news/the latest/from Ron lately/about the Asian situation?
g Good job on the Siemens report I luck with presentation tomorrow, by the way!
Getting down to business on the phone
2 Complete the ways of switching from small talk to business. The initial letters are given.
nyway
t
a Subtle
o
b S---� hat
w____ an
�--- ou
I do for y____ ?
c xpect y____
ou're bout
calling�----
d as
w____ ou
there omething y____ o alk
wanted �---�---to e
H�---- bout
�----? Direct
• Requesting assistance on the phone
3 Put the words in bold in the correct order.

a mind you would letting me know when they arrive? Would you mind....
b hold you can of get someone in accounts? Can you get hold of...
c ask I could to you arrange that for me? could I ask you to...
d chance there is any of extending the deadline? Is there any chance of...
e you suppose could don't I speed things up a bit, could you? I don't suppose you could...
f have you happen do to Alicia's mobile number? Do you happen to have...
g sure can't absolutely you you are do anything today? Are you absolutely sure you can't...
Offering assistance on the phone
4 Complete the sentences using the pairs of verbs in the box.
check + see help + give leave + get look + give

see + promise worry + get
a I'll see promise

what I can do, but I can't _____ anything.
b I'll check with IT and see if they can help.
worry
C Don't -----� I'll _____ get on to it right away.
d I'll look give
into it. _____ me an hour.
help
e Would it _____ if I got someone to _ give_ __ you a hand?
leave get
f Why don't you _____ it with me and I'll back to you?
Ending a call
5 Each sentence ending in bold has been switched with another. Switch them back to
make eight ways of ending a call.
a I mustn't let you go now. e It's been great running a bit late.
b I'll let you get together soon. f I'll have to keep you.
c Someone's just come in on the other line. g I've got a call just stepped into the office.
d We must get on. h Listen, I'm talking to you.

Leading meetings
1 How much influence do you have at the meetings you participate in? When it comes to
meetings, would you rather lead, follow or simply get out of the way?
Either lead,follow orget out
2 Think about a regular meeting you attend and consider the following:
ofthe way.
• Who is the most powerful person in the room? Does he/she actually lead the meeting?
Sign on the desk of Ted Turner, • What are the seating arrangements - fixed or flexible?
founder of CNN
• Does anyone tend to dominate the discussion? Is that ever a problem?
• Are there people who hardly speak at all? If so, why are they there?
• Who, if anyone, is the most 'dangerous' person in the room?
What are the pros and
cons of being a 'leader' or a Explain to a partner how the meeting works. A simple diagram may help you.
'follower'?
3 Combine one word from each box to make ten common problems encountered in
meetings. Do you have similar problems in your meetings?
communication communication group- agendas barriers breakdowns
Unit 6 hidden inadequate late over + preparation rank runs scoring
skills Discussing dynamics point- pulling time starts think wasting
of meetings; Disagreeing late starts
diplomatically; Fluency: Chairing 1 6
timewasting
a meeting 2 7
Reading Article on behaviour
in meetings; Disagreement
3 8
strategies 4 9
Listening Radio programme: 5 10
alternative approaches to
meetings; Managing meetings Which of them mean:
Vocabulary Companies and a misunderstandings? communication breakdowns
capital; The financial pages overruns
Grammar Linking and b failing to finish on time?
contrasting ideas point-scoring
c competition between colleagues?
Phrase bank Chairing meetings group- think
b In company interviews d the need to agree at all costs?
hidden agendas
Units 4-6 e secret intentions or objectives?
pulling rank
f using your status to get what you want?
communication barriers
g things which make people reluctant to talk?
4 Read the suggestion below. Does it strike you as a good idea? Which of the problems
in 3 might it help to solve? Which would it probably make worse?
-
r
Suppose you removed the table from

your conference room and replaced
the seats with armchairs. Suppose you
turned it into a living room. How much
would this affect your meetings?
That's how much your meetings are
about power, not communication.
David Weinberg,·· .., e C,etra n Manifesto
23 AUG
HW 5 Five alternative approaches successful companies have taken to the problem of
meetings are listed below. What do you think they might involve?
a the non-stop meeting
b the virtual meeting
C the recreational meeting
d short stand-up meeting
e informal drinks and snacks meeting
6 1.24 Listen to an extract from a business news programme and match the
companies to the approaches in 5 that they adopted.
Ritz-Carlton □
Yahoo □
Michaelides & Bednash Media □
7 Could any of the approaches in 5 and 6 work in your company? Would any be thought
ridiculous? What could be the pros and cons of each meeting style? Discuss with a partner.
Chairing skills
1 Complete the following and compare with the other members of your group.
sea, jewel crime story
A meeting without a chairperson is like a __________ without a
shark gold murder
2 Complete the collocations by writing the nouns and noun phrases in the right-hand
boxes. They are all things the leader of a meeting might do.
the agenda the final decision an action plan areas of conflict

the main goals the meeting follow-up tasks the key issues
the participants points of view other speakers troublemakers
a open g bring in
the meeting
close shut out follow up tasks
/ other spakers (rude) / areas of conflict
b welcome h anticipate areas of conflict

introduce the participants avoid
C set identify
stick to the agenda discipline troublemakers
d ask for work out an action plan / final decision)/ key

points of view (
summarize draw up issues
e establish k prioritize follow up tasks

the main goals
define / an action pan assign
f deliberate over the final decision explain

the main goals
take focus on
Which of the skills above are mostly about managing:

• the content of the meeting? a; c; d; e; f; g; j; k; l
• the people present? a; b; g; h; i; k
Write C or P.
38 06 LEADING MEETINGS
3 What, in your opinion, is the single most important task of a chairperson? Read the
article below. Does the author agree with you?
W e work. therefore we meet. But why do so few of our meetings

meet our expectations? tepee a tent used by
Native Americans
Michael Begeman is a leading authority on one of the business
world's most universal rituals: the meeting.An anthropologist and tribe an ethnic or
computer scientist by training. he is manager of the 3M Meeting cultural group
Network. blaring making a
So what's the most effective meeting that Begeman has seen loud noise
lately? He says that it didn't take place in a high-rise office building
or at a cutting-edge chip factory. In fact. it took place in a tepee
- in a scene from Dances with Wolves, the Oscar-winning film
featuring Kevin Costner.The scene takes place after a group
of Native Americans discover Costner not far from their camp.
Between 20 and 30 members of the tribe gather around for a
meeting.There's one big question on their agenda: what should
they do with this mysterious white man?
What follows. claims Begeman. is a masterclass in good meeting
behaviour.
'People actually listen to one another,' he marvels. 'There are some
genuine disagreements. but everyone recognizes merit in everyone
else's position and tries to incorporate it into his thinking.The chief
spends most of his time listening. When the time comes to make a
decision. he says something like "It's hard to know what to do. We
should talk about this some more.That's all I have to say:· And the
meeting ends! He is honest enough to admit that he's not ready to
make a decision:
How does Begeman compare that with what takes place inside
most conference rooms today? 'Do you want to know the truth?' he
asks. 'Here's my mental image of what happens at most business
meetings: you could take the people out and replace them with
radios blaring at each other. and you would not have changed
very much.That's what most meetings are like. People wait for the
person who's speaking to take a breath, so they can jump into
the empty space and talk.The quality of communication in most
meetings is roughly comparable to the quality of the arguments
that you used to have with your ten-year-old brother.'
Adapted from Fast Company magazine,

www.fastcompany.com
4 How do you think Michael Begeman would describe the ideal meeting? You may want
to refer to some of the terms in the box.
authority consensus decisions diplomacy disagreement

listening patience respect teamwork
5 In the article, Begeman points out that while 'there are some genuine disagreements'
in the meeting, 'everyone recognizes merit in everyone else's position and tries to
incorporate it into his thinking'. How can you avoid upsetting people you disagree with?
How important is it in your culture for people to 'save face'?
06 LEADING MEETINGS 39
6 Match the examples (a-j) on the right to the disagreement strategies (1-5) they
exemplify.
e □i2a0� □
10� g 3 □�□
c h4 □�□
d b f
j so�□
Disagreement Examples
strategies aI think I'm going to go with Janine's idea, but tell me more about your idea first.
1 Show support before bThat's not quite how I see it, but how about looking at this a different way?
you disagree I'm not sure, but maybe I'm missing some thing. Run me through it again.
c
2 Disagree but ask for dI'm not against your whole idea, just the part about pricing.
more detail e While I agree with a lot of what you say, I think you may be exaggerating
3 Check you've the problem.
understood correctly
f I don't quite agree with you there. However, you've given me another idea.
4 Be specific about your
g I'm not so sure I'm going to agree with this. I'd like to hear more about it,
disagreement
though.
5 Disagree but offer
an alternative h Before I answer that, let me just check I understand what you're saying.
I can understand exactly how you feel, but at the moment it's just not an option.
It's not so much your plan I have a problem with as how you intend to
implement it.
Managing meetings
1 1.25-1.27 A venture capital firm is discussing the start-up company it had talks
with last week. Listen to three extracts from their meeting and answer the questions.
Extract 1
a Who's absent from the meeting and why?
b What are the two main goals of the meeting?
Extract 2
c What's the main area of conflict in the meeting?
d Who do you think the main troublemaker is?
e Whose side is Tania on - Pieter's or Jack's?
Extract 3
f Does timeofyourlife.com's business plan sound good to you?
g What follow-up tasks are assigned?
h In your opinion, how effective was the chairman of the meeting?
2 You heard the following idiomatic expressions in 1. Complete them by filling in the
missing letters. Use the words in brackets to help you.
put
a I wanted his i,�---- on this one. (I wanted to hear his views.)
b We're interested in taking things ,u....rther
_____ (We'd like to progress with this deal.)
c I don't want us r..._shing

____ into anything. (We need to think about this carefully.)
d rough
We've been t,�---- this. (We've discussed this in depth many times before.)
e gures
The '�---- don't quite add up. (The financial part of a proposal is suspect.)
3 The following expressions are all useful in chairing meetings. Complete them by filling
in the missing vowels.
Opening the meeting
a _kay, l_t's g_t st_rt_d , th_n, sh_ll w_?
b Th_nks f_r c_m_ng, _v_ryb_dy.
I
Setting the agenda

c _s _ s__ d _n my _m__l, th_ p_rp_s_ _f t_d_y's
m__ t_ng _s t_ ...
d By th_ _nd _f th_s m__ t_ng _'d l_k_ s_m_ k_nd
_f d_c_s__n _n th_s.
Managing the discussion

e W_ s__ m t_ b_ g_tt_ng s_d_-tr_ck_d h_r_.
f C_n w_ g_ b_ck t_ wh_t w_ wer_ d_sc_ssing e_rli_r?
g _kay, s_ j_st t_ s_mm_r_z_ wh_t w_'v_ s__ d s_ f_r.
Managing other speakers

h Jack, c__ld Pieter j_st f_n_sh wh_t h_ w_s s_y_ng?
_kay, _kay! L_t's _ll c_lm d_wn, sh_ll w_?
Tania, wh_t's y__r p_s_t__ n _n th_s?
Assigning follow-up tasks

k Pieter, c_n _ l__v_ th_t _n_ w_th Y--?
I Tania, c_n Y-- g_t b_ck t_ m_ _n th_t?
Closing the meeting

m I th_nk th_t's _bo _t as f_r _s we c_n g_ _ t th_s st_ge.
n _'m _fr__d w_'ll h_v_ t_ st_p _t th_r_.
4 1.25-1.27 Listen to the meeting extracts in 1 again and tick the expressions as you
hear them. Which one is not used?
5 Play the Chairperson's game in groups. Flip a coin - heads move forward three spaces,
tails move forward one space. Follow the instructions on the square you land on using
appropriate chairing expressions. The first person to close the meeting is the winner!
2 3 4 5
1
Outline the aim Ask Mia to
Open the of the meeting give the
meeting - to give a new background
project the go- to the project
ahead
ru.---�- 6
14 15
Try to stop 16
people all
A FIGHTHA S Suggest a
Find out
START BROK EN OUT! Resume the what Philippe
talking at the short break meeting
MISSA TURN thinks
same time!
17 7
13
Give a Ask if
■
Show support
follow-up people have
for James, FINISH task anything
but disagree
to Dan to add
19 18 8
12 Thank people
Move on to for their Comment that Sum up
the next item contributions the meeting has • what's been
on the and close the been productive said so far
agenda meeting �
10 9
YOU'RE 11
Tell Frank Go back to an
MA KING he'll have
Try to keep
PROGRESS. the meeting earlier
a chance to point about
M OVE ON 3 speak later
on track
SQUARES production
,, . .
.,..._ In company mterv1ews 6 Work in groups of three. Take it in turns to lead three short meetings. Speaker A see
a,:,:,,• Units 4-6 pages 121 and 130. Speaker B see pages 121 and 136. Speaker C see pages 121 and 134.
06 Leading meetings
Vocabulary The financial pages
Companies and capital 3 Match the heads (a-h) with the tails (1-8) of the
□□
following headlines.
1 Group the verbs according to their meaning. a Disappointing pre- 3
□□
acquire build up buy into buy up de-layer establish b Venture 6
expand found grow liquidate rationalize sell off C $500m rights 8
□□
start-up streamline wind up d Kagumi plan ¥200bn stock 7
set up start-up found build up e Fears of another rise in base 1
□□
take over acquire buy up buy into f Contex reject hostile takeover 4
restructure rationalize de-layer streamline g Government crackdown on offshore 2
develop expand grow build up h Record fourth- 5
wind up sell off liquidate
close down 1 rates hit housing market
2 investments
2 A manager is comparing business in the past with
3 tax profits for Kovak
business now. Complete what he says using the words in
the box. 4 bid from Avalon
5 quarter earnings tipped to top €90m
1-8 customer economy flatter global outsourced 6 capital dries up
stakeholders vision value
7 market flotation
9-16 effectiveness empowered flexibility functional
8 issue to finance acquisition
layers learning total networked
'Well, the most important difference, obviously, is that 4 Find words and phrases in 3 which mean:
nowadays we're all operating in a (1) ____ global _ a attempted acquisition by
market, rather than simply a national one - the so-called predator company takeover bid f4
economy
borderless (2) ______ And the increased amount of b exceed top h5
competition means that this company, at any rate, has gone C rate of interest charged by banks base rate e1
from being product-driven to much more (3) ____ customer _ tipped h5
d predicted
oriented. And whereas we used to focus on price, now we crackdown g2
e strict new laws or measures
focus on customer (4) ______ value And where we used
f profits for the period October
to set goals, we now have something called a corporate
vision to December fourth quarter earnings h5
(5) ______ A lot of it is just a change in terminology
g affect badly hit e1
but it certainly looks like we're doing something new!
A company's chief responsibility used to be to its h money invested in a foreign
country with lower tax offshore investment g2
shareholders, but these days we prefer to talk about
stakeholders not just the people with a financial
(6) ------, when a company goes public market flotation d7
stake in the company, but everyone who has an interest in and issues shares
the way it's run. A big change in the organization of this runs out dries up b6
company is that we now have a much (7) ____ flatter _
□□x
structure, instead of the old hierarchy. Everything used to 5 Divide the following into good (✓) and bad ()() news.
be kept in-house. Now a lot of work is (8) _____ outsourced_ a downturn in demand
□□□
functional
So, we're a (9) _____ company now, with fewer b sales boom
layers
(10) _____ of management. For the most part, we C windfall profits
work in cross-(11) _ networked
_ __ teams, which gives us d housing slump
□□
much greater (12) _____ flexibility _ And we aim to have an
e upswing in the economy
empowered rather than simply loyal workforce. That
(13) _____
f economic recovery
□□
means we give training and development top priority. In
learning g rise in the cost of living
fact, we like to think we're a (14) _____ company.
effectiveness is a much more important
For us, now, (15) _____ h rise in the standard of living
□
concept than efficiency and we see product quality as just stock market crash
one part of a (16) _____total quality mindset.' credit crunch
a-, b,+ , c+ , d-, e+, f+, g-, h+, i- j-
Grammar You can use the following words and phrases:
• to make contrasts and contradictions
Linking and contrasting ideas all the same even though
although however
Read the meeting extracts below. For each of the words or
and yet nevertheless
phrases in bold, underline the word or phrase in brackets
but though
that is similar in meaning. Don't change any grammar or despite whereas
punctuation. in spite of (the fact that) while/whilst
a A Well, in spite of all these problems, I'd say we're even so
still on target for a January launch. (despite/ even
though) • to express purpose or intention
B W hat, even though we've hardly completed phase in order to/that so as to
one trials? (in spite of the fact that/ despite) to so (that)
A Yes. Although obviously I'd have liked us to be
• to link cause and effect
further ahead by now, I'm confident we'll be ready in
time. (However/ Whilst) / while as owing to
B Well, I admire your optimism, Sergio, but as a result (of) seeing as
because of since
nevertheless, I think we should make some kind of
consequently thanks to
contingency plan. (all the same/ however)
b A I'm afraid that, because of the strong euro, exports
are down again this quarter. (consequently/
Phrase bank: Chairing meetings
owing to)
B And as a result our share price is falling. Complete the following chairing expressions.
(consequently/ owing to) in
a Bjorn, could you just fill us _____
on to
A Quite. Now, whereas we've been able to sustain _____ the background ____ _
these losses so far, we clearly can't do so indefinitely. the project?
(despite/ although) b Janet, would you like to come ____ over _
c A Right, well, as nobody seems to be in favour of this here or are you okay _____ with that?
proposal, I suggest we just scrap it! (due to/ c back to
Going ______ ______ what we were
seeing as) saying earlier, I'd just like to point _ o__ u _t
B It's not that we're against it, Jakob, although it is one thing.
an unusual idea. (though/ whereas) d Hold on
____ ________ a minute, Jack -
C Yes, I'd like to support you on this one, Jakob, but you'll get your chance in a moment.
off for
I can't help feeling you're rushing things. (whilst/ e Let's break _____ here ____ _
and yet) a few minutes, shall we?
A Well, how much more time do you need? In order f anything they want
Does anybody have ___________ _
to put this before the board, I have to have your _____ to add?
approval. (To/ So that) g Now, the Tokyo situation - Rashid, can you get
back to ____ _ me ____ on
d A Now, I don't want to spend a lot of time on these ______ _
new European guidelines. I do think we should go that?
through them briefly, however. (though/ although) h And then there's the training report - Suzanna,
to
B The guidelines do affect all of us, Renata. can I leave that one _____ you?
A Even so, we have more important things to discuss. Okay, I think that about wraps things
(Whereas/ Nevertheless) up
----- for today. But we'll need to set
e A Well, everybody, thanks to all your hard work, the _____up another meeting.
campaign has got off to a great start. (as a result/
as a result of)
B And while it's too early to say exactly how successful
it will be, it's looking very good indeed. (whilst/ as)
A Yes. So as to give you a clearer idea, I've prepared
copies of our sales projections for year one. (so/
in order to)
B The figures are broken down by country so that you
can get the full picture. (since/ in order that)
A And, since we're celebrating, the drinks are on me!
(seeing as/ because of)
Coaching
1 What kind of things can coaching help a
Learning objectives: businessperson with? What can't it help with?
Unit 7 Work in a group to make two lists and briefly
People skills Discussing the role
of a coach; The GROW model
present your ideas to another group.
of coaching; Fluency: Coaching
your colleagues 2 Look at the cartoon. In what ways is the
Reading Article on professional man on the left like a personal coach? In what
coaching
Listening Four extracts from a ways is he not like a coach?
coaching session
3 What does a coach actually do? With a
partner, underline the things involved in being
a coach.
asking questions building rapport clarifying goals establishing priorities

facilitating commitment to goals fixing problems focusing on action
giving advice giving feedback imparting knowledge influencing behaviour
listening setting goals sharing experience showing empathy supporting
using intuition
4 Now read the article below and compare what it says with your answers in 1-3.
Perhaps you are transitioning to a new role within your company.

Suddenly, you require leadership or team-motivation skills. Or you are
posted abroad and now need better intercultural awareness. Either way,
there will be day-to-day issues, decisions, conflicts and personality clashes
where you could also do with some support. Problems such as stress and
burn-out may also be something a coach can help with, but remember -
a coach is not a therapist. Personal hang-ups, difficulties at home and
negative past experiences are not the business of coaching, which tends to
focus instead on professional self-development, meeting future goals and
overcoming present obstacles at work.
Nor is a coach the same thing as a mentor. A mentor, usually a more
experienced executive in the same company, is there to offer advice and
pass on some of their own hard-earned wisdom. Coaches do not give
advice and needn't even have direct experience in their coachee's line of
work - although, increasingly, managers themselves are required to coach
members of their team.
So what exactly does a coach do? Perhaps the key skill is the ability to
ask good questions in order to get you - the coachee - to work out what
your own goals are and dedicate yourself to achieving them. This will mean
prioritizing those goals and clarifying what action needs to be taken. It
goes without saying that empathizing with your concerns, building a good
relationship with you and really listening to what you have to say will be
paramount.
A coach, then, is not a fixer, but a facilitator. The coach is there not to
influence you but to smooth the path you have set yourself on, to help get
you from where you are to where you want to be - quickly, comfortably and
with the minimum of hold-ups. The coach is a vehicle for your success.
5 Work with a partner. Check you know what the highlighted words and phrases in the
article mean. Try to work out the meaning of any you don't know from the context.
44 07 COACHING
• I •
6 Look at the grid below, which shows a popular approach to coaching called the GROW
model. Work with a partner and complete the chart with the phrases in the box.
• commit to specific actions 7

• decide on the conversation topic 3
• describe the current situation 4
• discuss alternatives
5
• give examples of present challenges 6
• identify possible obstacles to those alternatives 2
• put a timeframe on those actions 8
• set objectives for the session
1
GOAL REALITY OPTIONS WAY FORWARD

1 3 5
2 4 6 8
7 Look at some of the things said during a coaching session. At what stage of the GROW
process do you think the coach said them? Write G, R, 0 or W.
a So what alternatives do you think you have here? D
b So what are the steps you need to take now? D
c Okay , so what would you like us to work on today? D
d What's the most challenging thing about this right now for you? D
e Is there anything else you could be doing? D
f What precisely would you like to get from this session? D
g What's stopping you from pursuing these options? D
h In comparison with the ideal situation, where are you at the moment with this? D
What do you think is the first thing you need to do? D
j On a scale from one to ten, how important would you say this issue is to you? D
k And when are you planning to take that first step? D
Can you give me a few examples of what you're finding most challenging? D
8 2.01 Now listen to four extracts from a coaching session using the GROW model
and check your answers in 7.
9 2.01 Listen again and make notes on how the coachee answers the coach's
questions in 7.
10 Work in groups of three to practise your coaching skills. Turn to page 124.
07 COACHING 45
MANAGEMENT
•• Coach crash
SCENARIO
Blul!Rodc· Af .vat p
Management
scenario B
skills Giving feedback on a
presentation; Coaching dos and
don'ts; Fluency: Past-present
future presentations with
coaching
Reading Coaching dos and
don'ts
b In company in action
B1: A failed presentation;
B2: Successful coaching
1 How does a sports coach give players feedback on their performance? Is it different
in business?
2 Read the email below and mark the sentences T (true) or F (false). Then compare with
a partner.
a The goal of the meeting is to secure more funding. D
b Cassie has plenty of time to prepare her presentation. D
c Cassie can see Peter for more information if necessary. D
d Peter seems to be a good coach. D
Hi Cassie,
We have a meeting on the 22nd with the lottery people: we're hoping to persuade
them to increase their contribution to our East Africa clean water project. I know
you're new to the team and I'm sorry it's short notice, but I'd like you to make a
short presentation comparing our budgets and expenditure in the past, present and
future. Obviously a successful presentation could be really influential in securing
funding for the future of the project, so this is top priority; let's do a dry-run together
on Friday just to iron out any problems. Let me know if you need any help, but
remember I'm in Stuttgart today and tomorrow; I won't be back in London until
Friday morning.
Thanks,
Peter
Peter Neubauer
Marketing Manager
Blue Rock
Tel: +44 (0)20 5689 5423
Mobile: +44 (0)7157 554 237
In company
in action
a
1
•• • 3 Now watch video Bl to see Peter giving feedback on Cassie's presentation and then
talking to CEO Sue Jensen. Which statements best describe each person? Tick the boxes.
□□ □□□ □□
Cassie Peter Sue
Feels nervous
□□ □□
Criticizes personal behaviour
Makes excuses
Is diplomatic
□□ □□ □□
□□
Makes judgements
□ □
Refuses to share responsibility
Makes constructive suggestions
46 B COACH CRASH
4 Watch the video again and answer the questions.
a What does Peter say he likes about the presentation? Why?
b What does he dislike?
c What reasons does Cassie give for the presentation's weaknesses?
d How does Sue tell Peter he shouldn't shout at Cassie?
e What coaching skills (or lack of them) from the list in 3 do the following phrases
illustrate?
I If I'd known there was a problem, I could've done something about it.
2 Why did you speak in that funny little voice?
3 Don't you think you're being a little hard on her?
4 You might want to look through it.
5 Have you ever found yourself in Cassie, Peter or Sue's situation?
6 Work with a partner. Discuss how Peter could have improved his feedback to Cassie.
Brainstorm a list of coaching dos and don'ts.
7 Speaker A see page 122, Speaker B see page 129. When you have finished, summarize
what you have read for your partner. Compare what you read with your own list of dos
and don'ts.
In company a;
in action • • • 8 Now watch video B2 to see Peter and Cassie working on the presentation again. I·
1·.
Tick the points in the list of dos on page 122 that Peter implements.
9 Which coaching dos are illustrated by the following phrases?

a Have you got a few minutes to talk about it now?
b You go first.
c There were lots of really good points.
d I just wonder whether we still have too many slides?
e Shall we have a look through them together?
10 Prepare a three-minute 'past-present-future' mini-presentation asking for investment

in your company, your association, your town or city, your sport or hobby, or your own
idea, using the structure below.
The 'past-present-future' presentation
Introduction
The Past
The Present
The Future
Conclusion
With a partner, take turns making and giving feedback on your presentations.
Use the checklists on page 133 to help you.
Speaker A: Make your presentation and listen to Speaker B's feedback.

Then give Speaker B your feedback on how well they coached you.
Speaker B: Listen to Speaker P:s presentation then give your feedback.
B COACH CRASH 47
Promoting your ideas
1 How important is it in your line of business to be able to present your ideas
professionally? Do you enjoy giving presentations or generally try to avoid them?
Surveys consistently put
giving presentations near the 2 2.02 Listen to five experienced presenters talking about what still makes them
top ofthe list ofpeople'sfears. nervous every time they give a presentation. Underline the speakers whose worries you
Snakes, spiders, loneliness share. Then compare concerns with a partner.
or even death have no
Speaker 1 Speaker 2 Speaker 3 Speaker 4 Speaker 5
comparison to the dreaded
speaking infront ofa group! 3 Complete the following expressions from the extracts in 2 using a single verb.
Forbes.corn a Your mind blank.
b Your mouth dry.
C Your mike funny.
What is your biggest fear? d The audience quiet.
e Everything wrong.
Unit 8
4 Which of the expressions in 3 means:
Business communication skills you can't think of anything? 0 your microphone doesn't work properly? 0
Discussing attitudes to public
speaking; Discussing national 5 Complete the expressions from the extracts in 2.
stereotypes; Describing what
makes a good talk; Discussing about down down of out over to up up up
innovation in your company;
Fluency: Presenting an idea for a a You dry _____ completely.
product or service
Reading Website extract: b Your equipment breaks ______
Intrapreneurs C You run _____________ time.
Listening Presenters talking
about what makes them d You run ______ schedule.
nervous; People comparing e You pace _ _
____ and ______
audience expectations of
presentations; Presentation: a
f Your wave your arms ______
new business idea g Your heart speeds ______
Vocabulary Phrasal verbs h Your legs turn _____ jelly.
Grammar The passive
Phrase bank Pitching an idea
6 Someone once observed: 'There is nothing wrong with having nothing to say - unless
you insist on saying it.' Read the text. Can you think of any less extreme ways of achieving
the same objective?
KEEP IT SHORT
AND SIMPLE!
According to ancient custom, the elders of a remote
African village have to stand on one leg while addressing
their audience at council gatherings. As soon as their
second foot touches the ground, they must stop
speaking immediately.
Audience analysis
1 2.03-2.08 Listen to a group of businesspeople talking about audience expectations
in different countries. Which countries do you think they're talking about? Match the
countries to the extracts.
Country Extract
USA □
Germany □
Japan □
UK □
France □
Kuwait □
Compare your ideas with a partner.
Then check the answers on
page 122. How do they compare
with your discussion in 1?
2 In an increasingly global economy are certain national stereotypes still valid?
3 Match the phrasal verbs in these sentences. They were all in the extracts in 1.
a Wisecracks - that's what they tend to go 1 off altogether.
b The one thing you can't do 2 across as a person.
c The audience may switch 3 up a certain level of formality.
d They'll want you to go 4 for.
e Anecdotes and amusing stories seem to go 5 without is a sense of humour.
f What matters is how you come 6 off.
g Be too techie and they'll think you're showing 7 down well.
h You have to keep 8 through all the main points again.
4 Match the phrasal verbs in 3 to the meanings below.

a present yourself e like
b lose interest f repeat
c be appreciated g maintain
d try to impress h manage without
5 In your experience, what sort of thing do audiences in your country tend to go for?
What doesn't go down so well?
6 You heard the following idiomatic expressions in 1. Complete them by filling in the
missing letters. Use the words in brackets to help you.
a You should have all the technical information at your·�----- (easily available)
b Give your presentation the personal to.______ (aim it directly at your audience's
needs)
c You'll get loads of interruptions, but just go with the·�----- (let things
happen)
d Don't get too carried aw______ (be overenthusiastic)
e Have a few gimmicks up your sL-..______ (plan some clever surprises to attract
attention)
f It really is essential that you do your ho______ (prepare very carefully)
7 Which piece of advice in 6 do you think is the most important?
08 PROMOTING YOUR IDEAS 49

Innovation
1 How much of your company's business depends on innovation? Give a few examples.
2 Look at the extract from a website below. What do you think the title means?
Now read the text. Does your company encourage this kind of initiative?
I NTRAPREN EU RS Ideas are like insects

- many are born,
but few live to maturity. Because they closely resemble entrepreneurs,
we call the people who turn ideas into realities inside an organization
'intrapreneurs'. lntrapreneurs are the hands-on managers who make a
new idea happen.
Texas Instruments, well known for intrapreneurial successes, studied fifty
of their successful and unsuccessful new product efforts. In each of their
successes there were one or more dedicated intrapreneurs who persisted
despite great obstacles. Similarly, the common denominator of their failures
was that every one of them lacked a champion, an intrapreneur. Innovations
just don't happen unless someone takes on the intrapreneurial role.
Gifford and Elizabeth Pinchot, www.pinchot.com
3 Find the words and phrases in

the text which mean:
a describing people who don't
just talk about it, but do it
b giving a lot of time and energy
to something
c kept on trying to do something
d things that make progress
difficult ;
e the only thing in common
f someone who supports and
fights for an idea
4 What new ideas within your company or department have you been closely involved
with recently?
5 It is important when presenting new ideas to be well organized and to give the
information clearly. With a partner, complete the stages of a presentation with the words
and phrases in the box.
a gap in the market interest the key message the main product features
the new product the objectives the presentation project approval
the Q&A session some relevant statistics
1 Open
2 Outline
3 Arouse
4 Quote
5 Identify
6 Introduce
7 Describe
8 Sum up
9 Ask for
10 Lead into
50 08 PROMOTING YOUR IDEAS

I
6 2.09-2.12 Two managers for MaxOut, an American chain of fitness centres, are
presenting a new business idea to their board of directors. Listen to four extracts from
their presentation and answer the questions.
Extract 1
a Are the presenters successful at arousing the curiosity of their audience? Why/
why not?
b Is it more effective having two speakers instead of one?
c What advice would you give the speakers if they had to present in your country?
Should there be more or less technical detail, humour, formality, audience
involvement, 'hard sell'?
Extract 2
a What do these figures refer to? Do you find them surprising?
1 a mere 13%
2 a staggering 92%
b What do you think 'mere' and 'staggering' mean when they talk about figures?
c Complete the chart, which shows the results of the survey.
Nationwide survey
Reasons given for not becoming a
member of MaxOut Health Clubs
d What product do you think the speakers are about to present?

Extract 3
a What is the product?
b How long has it taken to develop?
c Complete the product features chart.
Main product features

• weighs just over ___________________
• fits easily into ____________________
• assembles in ____________________
• offers 35 different----------- - -----
d What's the main selling point?

e In what ways do you think the product would benefit MaxOut's main business?
Note down two to three possibilities. Share your ideas with a partner.

Extract 4
a Complete the extract below using the verb phrases in the box. The first one has been
done for you.
are currently being considered could be recorded has bee11 fully costed
has been suggested is included is still being carried out
would probably be reasonably priced
Okay, to wrap things up. The Micro-GYM (1) has heen fulf1 costed - a complete
breakdown (2) ___________ in the report. Product testing
(3) -------- -� but we would obviously need the go-ahead from you
before we proceed further with that. The Micro-GYM (4) _ ____ ____
at around $35. It (5) ___________ that exercise demonstrations
(6) __________ on DVD and sold online. Both these suggestions would
incur extra costs, but (7) _ _________
b If you were on the board of MaxOut, would you give the new product idea the
go-ahead? If not, what other information would you need before you were persuaded?
Pitching your idea

Work with a partner to present a new product idea.
Step One: Prepare

You'll find information on real concept products in the additional material section. Team 1
turn to page 131, Team 2 turn to page 135. Choose which product idea you want to pitch
and decide what kind of company would be able to manufacture it. Find out or invent any
supporting figures you'd like to refer to and create any simple visuals you'll need.
Step Two: Practise
Run through your pitch a couple of times. Use a similar presentation structure to the
pitch you listened to in exercise 6. Some of the phrases and expressions in the phrase
bank on page 54 may be helpful. Practise handing over to your partner after each phase
of the talk.
Step Three: Perform
When you're ready, give your presentation. Make sure you invite questions at the end.
Whose pitch was the most persuasive? Who gets the go-ahead?
08 Promoting your ideas
Vocabulary Grammar
Phrasal verbs The passive

1 The five most common verbs used in phrasal verbs are: 1 Make the following extracts from reports more formal:
get, come, go, take and put. Complete each set of sentences • use the passive
using one of these verbs in the Past Simple and a particle • replace the words in bold with an adverb from the box
from the box. Use the definitions in brackets to help you.
• delete the subject
across around down for in into into currently formally generally provisionally
off off on on on out out over
roughly tentatively thoroughly unanimously
over through through under up unofficially
a We ... _____ too much work. (accepted) a Our site engineers estimate that construction will take
____ _ a few details. (wrote) about 18 months to complete.
_____ a bank loan. (obtained) It ,'., rouah!u
J....,. estimated that construction wd/ take 78
_____ the project. (got control of) months to complete.
b They ... ______ the recession. (survived) b They've given us the go-ahead, but it's not official yet.
______ an accounting error. (discovered) We've-------------------
____ _ a lot of money. (inherited) c We're considering several options at the moment.
_____ _ pressure to resign. (received) Several ____________________
c She ... ____ _ to talk about training. (proceeded) d Almost everyone felt the project was taking too long.
____ _ the figures with us. (checked) It ____________________
_____ the idea. (started to dislike) e Everyone agreed that the proposal required further
_____ option B. (chose) discussion.
d We ... ____ _ the problem in the end. (avoided) It _____ ______________
_____ an argument.·(became involved in) f We have tested every part of the new software.
___ __ a ton of paperwork. (completed) The ____ _ ____________ __
_____ well. (had a good relationship) g The company will announce the plant closure at the
e They ... _____ hours of work on it. (did) official press conference next week.
_____ the meeting. (postponed) The _____________________
_____ a press release. (issued) h They've okay'd the training budget at this stage, but
_____ most of the cash. (provided) they may change their minds.
The ____________________
2 Some phrasal verbs have three parts. Complete the They suggested that we could import the raw materials,
serttences using the pairs of particles in the box. but stressed that this was only a suggestion.
in for + back to in for + down as on about+ on with It ___,_=--..---------------
out of+ ahead with round to + on to
up against+ round to up with + up for 2 Make the accusations below less personal by removing
all references to 'we' and 'you' and making any necessary
a I'm afraid I haven't got _____ doing that report grammatical changes.
yet, but I'll get it as soon as I've finished
a But we understood that you'd agreed to this.
these spreadsheets.
But it was ,mderst.Jod that th,�, l1ad hcen a__qreed.
b I know there's no point going ______ it, but I
b We assumed that you'd accept this.
really don't get ______ this new boss of ours.
It _ __________________
c I'm not putting ______ this situation a moment
longer - it's time I stood _____ myself!
d I know it's too late to back _____ it now, but I'm c We stated quite clearly in the contract that you must
really sorry we went ______ this agreement. make your payments on the first of the month.
e We seem to be coming ______ a lot of opposition It ____________________
from marketing at the moment , but hopefully they'll
soon come ______ our way of thinking. d We presumed that you would comply with current
f I put _____ that promotion I was telling you health and safety regulations.
about but they haven't got _____ me about it. It ____________________
g I hear Jon's come ______ a lot of criticism
from the board and may have to stand _____
chairman.

3 Rewrite the impersonal email below using only active You use the passive when you are more interested in actions,
verbs and replacing some of the more formal words and views and decisions than in the people who actually took
phrases with friendlier-sounding alternatives from the box. them. The passive sound· more formal and objective than
the active. For this rea on it i frequently used in reports.
each other exchange views from now on get the chance
in this way look forward meet pencilled in If the subject of the active en ence i they, you, one, people,
seeing you there up to speed various everyone or no one, it is u ually unnece ary to refer to it
in the passive. No one can do it become It can't be done -by
mryboriy.
When using reporting \·erb he pas ive, you need
From: Robert Masters to insert the word it. 'Tb,_ aui t e :...as absolutely no
To: All departmental managers corruption' becomes 1t -...as sfrljn � denied that there had been
Subject: Interdepartmental meeting any corruption'.
It has been decided that an interdepartmental meeting The active generally ound more per.onal than the passive.
will henceforth be held every month. Heads of The danger is that in critici i can al o sound more
department will thus be able to network and generally aggressive, and so in delica e ne!!O · ation the passive is often
be brought up to date on recent developments in preferred to depersonalize po�emial conflict.
other departments. Furthermore, they will be given the
opportunity to have their voice heard on a number of
matters relating to overall corporate strategy.
The first meeting is scheduled for next Thursday. Your
attendance would be appreciated.
Robert Masters
Phrase bank: Pitching an idea

11■■■■ 1■
Complete the crossword using the clues below.
■ ■
Down
■ ■ II II
■ II ■ ■ II
1 We are one of the major _____ in
■■ ■
our industry. (7) ■
2 We are constantly looking for ways to stay
ahead of the _____ (11)
■ ■ ■ ■ ■ ■
■ a
■ ■ ■ ■■■■
D
3 We did a nationwide _____ of our
target customers. (6) ■ ■■■ ■ ■
4 A complete _____ of costs is
included in the report. (9)
11 ■ ■ ■ ■
■ ■
■ ■ ■ ■ ■
II ■
5 We set up special _____ groups. (5)
6 What we need now is the green ■ ■ ■ ■
a ■■ ■
_____ from you. (5)
■■■■■ ■■ ■ ■ ■
9 The main _ ___ of the product
are clear. (8) ■ ■ ■ II ■
10 The _____ so far has been ■■■■ ■ ■ ■■■■
■ ■
■
overwhelmingly positive. (8)
12 We think this product has ■ ■ ■■■■■
enormous _____ (9) ■ ■ ■ ■
13 Full _ ___ are in the report
in front of you. (7)
11 ■1 �■■■ ■ ■
15 Believe me, we've really done our ■
_____ on this one. (8) ■
■
Across
1 As you know, we've been working on a _____ of our own for some time now. (7)
7 We think this would be an excellent addition to our current _____ of products. (5)
8 Let me quote you some interesting ______ (7)
11 The product meets a real _____ (4)
14 We need to maintain our competitive ______ (9)
16 This is a great opportunity for us to stretch our ______ (5)
17 I'm sure you'll agree this feature is a real selling ______ (5)
18 This chart highlights our main _____ (8)
19 Okay, we'd like to throw this _____ open now for questions and suggestions. (7)
54 08 PROMOTING YOUR IDEAS

Relationship-building
1 In business, have you ever:
a felt an instant rapport with someone you've only just met?
Never do business with b taken an immediate dislike to someone you've just been introduced to?
anybody you don't like. Ifyou C misjudged someone by taking too much notice of the way they looked or sounded?
don't like somebody, therd a Tell the story to a partner.
reason.
Henry Quadracci, CEO of
2 How good are your networking skills? Complete the questionnaire using the pairs of
Quad/Graphics verbs in the boxes. Then circle your answers. Compare your answers with a partner and
then read the analysis on page 122.
Have you ever worked

with someone you don't
QUESTIONNAIRE
like?
crack + break feel + mingle introduce+ slip cut+ get exchange+ get
hover + wait look+ say make + escape persevere + find get+ mention give+ keep
moan+ complain stick + ignore try+ draw go+ make look + pretend
relax+ let talk + catch
3 You meet a fascinating person at a 5 You see someone you don't get on
1 You meet a group of business cocktail party. Do you: with at a function. Do you:
people for the first time. Do you: a _____ to them like glue a _____ the other way and
a _ ___ them in the eye, and _____ everyone _____ you haven't seen
smile and _____ hello? else? them?
b _____ in the background b and b _____ over and
and _____ to be other people into _____ the effort to speak
introduced? the conversation? to them?
C _____ a joke to C obliged to go C _____ them a polite nod,
_____ the ice? and with other but _____ your distance?
people?
2 You meet up with some colleagues 6 You're introduced to a potential
after work. Do you: 4 You're stuck with a bore at a client. Time is short. Do you:
a _____ shop and conference. Do you: a _____ the preliminaries
_____ up on all the a in the hope you'll and _____ straight to
latest gossip? something in the point?
b _____ about work and common? b _____ to know them
_____ about the boss? b some kind of a bit before you _____
C _____ and excuse and ? business?
_____ your hair down? C them to someone C _____ business cards
else and away? and say you'll _____
back to them?
Unit 9
Business communication skills
Discussing first impressions;
Completing a questionnaire
on networking; Practising
networking skills; Getting out
of the office; Roleplay: Visiting a
colleague's home
Reading Questionnaire: Are you
an effective networker?; Article
on sport and business
Listening Three small talk
conversations; People chatting
at golf; Conversation: visiting
someone's home
Vocabulary Social English
Grammar Multi-verb sentences
Phrase bank Networking
3 Discuss the following points of view with a partner:
a It's a cliche, but it's true: 'You never get a second chance to make a first impression.'
b It's not how you start; it's how you finish. Last impressions are what really count.
c They say 'humour is the shortest distance between two people'. But it can also be the
furthest!
d As you travel round the world, you find that business and pleasure mix in very
different ways.
4 2.13 Now listen to four extracts of business people talking about the same points
you discussed in 3. Make a note of anything you either find interesting or disagree with.
Compare with a partner.
5 2.13 You heard the following phrases in 4. Complete them then listen again
to check.
a li__ ha__sh___
b soc___ bu____fl
C lou___ aro___
d soc___ chit-____
e schm______
f wor____ the r___
6 Work with a partner. For each of the situations below, make a short list of things
you could say.
a The person standing next to you in the hotel lobby is a good customer of your
company. You've heard a lot about them from your new boss, who was about to
introduce you, but suddenly had to take a phone call.
b You're at a trade fair. The person on the stand hasn't met you before. A friend gave you
their name, told you they might be able to help you make some business contacts and
said they'd mention you'd be dropping by to say hello.
c You unexpectedly bump into a very good friend at a conference who you haven't seen
for ages. You've loads to talk about but unfortunately you were just on your way to a
business appointment when you met them.
7 Compare lists with another pair.
8 2.14-2.16 Listen to three short conversations. How quickly can you match them
to the situations in 6?
Conversation 1 0 Conversation 2 0 Conversation 3 0
9 2.14-2.16 Listen again to the conversations. How similar is the language the
speakers use to the lists you made in 6? Look at the listening scripts on page 148
and underline any expressions you'd like to remember to use yourself.
10 You're going to act out one of the situations in 6 with a partner. First, work with him
or her to build up your scenario.
• decide who's who
• establish exactly where you are
• agree on a few background details (names, shared acquaintances, past experiences,
current business)
• you may find some of the language in the phrase bank on page 62 useful.
If you prefer, base your scenario on people and places you know.
11 When you're ready, take a couple of minutes to have each conversation. Try switching
roles if you like. Which situations were the most challenging to deal with?
56 09 RELATIONSHIP-BUILDING
Getting out of the office
1 Can the golf course, tennis court or a sailing boat be a good place to do business?
Read the following three short business articles (on pages 57 and 58) and think about the
questions in the boxes. Then discuss them with a partner.
Competing with the boss outside the workplace is an ancient ritual designed to test
your thinking, competitiveness and ability to fit in. Once it involved weapons, but
today it involves tennis rackets. Your goal is to leave a good impression and that
doesn't necessarily mean losing.
Before stepping onto the court, check two things: the boss's level of expertise and
how much he cares about the game. It could be he's an A-tournament player so
you'll have to sweat to survive. But if you judge your abilities superior, you'll have
more decisions to make.
Even the game, if possible. Play to win but not to kill. It's a Is it easy to fit in where you work? Is there a
one thing to beat the boss. It's another to take the match competitive atmosphere?
in straight sets six-love. This doesn't mean deliberately b Are you a good loser or do you always play to
missing shots. But you might consider scaling back your win?
160 kph serve, if only because you want everyone to have C
a good time.
Golfd
Not everyone can play tennis,
but everyone thinks they can
play golf. In an age of health and
b'usiness enlightenment, golf has replaced
the business lunch as the preferred
vehicle for sealing deals. Sun Microsystems co-founder Scott
McNealy is a scratch golfer and Bill Gates is devoted to the
game.
So why is golf the preferred sport of business? In a d What's so wrong with a business lunch for
word, relationships. 'Four to five hours on the golf sealing deals?
course, and you get to know the character of your e Are you a golf fan or do you agree with Mark
golfing partners - honesty, humility, ability to handle Twain that 'golf is a good walk spoiled'?
success and failure, approach to risk, desire to have
f What else might your opponent do to reveal
fun,' says Miller Bonner, a public relations veteran.
their character on the golf course?
'That translates into a successful business relationship.'
Marketing director Derek Van Bronkhorst has his own
test of character on the links. 'Do they cheat?' he asks. 'If they
cheat in golf, would you want to do business with them?'
Picture the scene: open water, no
GJJJhe land in sight, the sound of water g Can a business situation ever be too relaxing?
1
<fBlue
gently lapping against the side of h What environment do you find is most
the executive yacht your company conducive to doing business?
has chartered for the day. Not Would you prefer a three-hour business meeting
the most obvious setting for a business meeting but an
at the office or an all-day meeting at sea?
increasingly popular one. Whether you are trying to attract
potential clients or keep existing ones, a trip on a luxury
yacht may help to seal the deal.
The setting alone is conducive to a positive and successful
business outcome, with no unwanted interruptions and a relaxing
atmosphere. Being out of your normal environment may also get
the creative juices flowing - be inspired by the incredible scenery
and think of all the possibilities as you gaze at the horizon!
If all goes to plan, by the time you dock at the marina, alliances
will have been forged and bonds strengthened. Even if you didn't
get the result you were after, this nautical adventure will stay with
your clients for a lot longer than a buffet lunch in the boardroom
served with second-rate coffee!
2 2.17-2.18 Listen to a group of oil company executives chatting during a game of

golf and answer the questions.
Extract 1 Extract 2
a According to the group, what are the a How's Craig playing today?
benefits of a cup of coffee? b What do Craig and Stella disagree on?
b Why are they only playing nine holes? c What do you think Craig has to do if he
c How would you describe the men's wants the job?
attitude to the game?
3 Reorganize the words in bold to make correct sentences. They were all in the
conversations in 2.
a We be should thinking making probably of a move quite soon.
b We count staying can't weather fine the on at this time of year.
c I have have arranged lunch us to for at the clubhouse.
d We be get should able to around the course in a couple of hours or so.
e You be teamed been had must wishing you with up Max.
f I have have meaning been word you a with to about this disposal operation.
g I get would was mentioning wondering you when round to that.
4 Work with a partner to practise mixing business and sport. Speaker A turn to
page 123, Speaker B turn to page 131.
Visiting someone's home
1 What are the advantages and disadvantages of inviting a client or colleague to your
home? Is it as common in your country as it is in Britain, Australia and the States?
2 2.19-2.21 Listen to some people entertaining at home and answer the questions.
Extract 1
a Did Magda have a problem finding Anne's house?
b What do you think 'Martin's still slaving away in the kitchen' means?
c What do you think Magda brought as a present?
Extract 2
a What do you think 'The whole place was an absolute wreck when we moved in' means?
b What do you think Martin means by 'I had to rescue the starter'?
c What word does Anne use which means 'more to drink'?
Extract 3
a How does Magna describe the duck?
crispy D juicyD soggy D tastyD delicious D tender D
b Who raises the subject of business? Complete the expression: I've been rn_____g
to talk to you about this business in Poland.
c What excuse does Martin make to leave the two women to talk business?
d How many times does Magda indicate she's going to leave soon?
3 All the remarks below were in the conversation in 2. Work with a partner. See who can
remember the most in just three minutes!
L _____ t me take your coat.

Oh, I b t you this.
You shouldn't h _____ e.
Come on t _____ h.
Oh, w t a fabulous apartment!
Now, how about s g to drink?
Make y f at home.
Dinner's r _____ y when you are.

Sit w r you like.
Now, there's more duck if you w _____ t it.
And help y_____ f to vegetables.
Mm, this is a _ ___ y delicious!
I'm g d you like it.
You m t let me have the recipe.
Well, I o _____ t to be making a move soon.

You don't have to r _____ h off just yet, do you? How a _____ t
some more coffee?
Okay, · t half a cup. And then I really must be g _____ g.
Thank you b _____ h for a lovely evening. Next time you must come to
my p _____ e.
T e care now.
09 RELATIONSHIP-BUILDING 59
A dinner invitation
Work with a partner. Act out the situation of a business person (the guest) visiting the
home of a colleague (the host) from arrival to departure. The host is the guest's immediate
boss. Before you start, establish:
• what company you work for (name, location and main business activity)
• exactly what your roles are at work
• how business is doing and what problems or opportunities your company currently has.
You both have an ulterior motive for the dinner. Guest see page 131. Host see page 123.
Step 1 This is the host's living room.

Host, welcome your guest, ask about
their journey, make them feel at home
and try to keep the conversation going.
Guest, make up any information you like
about the journey, make some positive
comments about the apartment, ask
questions and show interest in the
answers.
Step 2 This is the dinner.

Host, explain what the food is. Guest,
compliment your host on the meal.
Step 3 Guest, take your leave, thank your

host. Host, say goodbye to your guest
and thank them for coming. Conclude
any business you discussed during the
evening or arrange to meet to discuss
it again.
9 Relationship-building
Vocabulary 2 Underline eight new expressions in 1 that you could
use yourself.
Social English
1 Complete the conversation extracts from a dinner party
�ing the pairs of verbs in the boxes. Grammar
got+ joking is+ accept looking+ ask makes+ think Multi-verb sentences
mean+ talking reckon+ is 's+ be see+ doing
ells+ going think+ happen 1 Decide which of the verbs below precede the infinitive
with to, the -ing form or both and tick(✓) the appropriate
A So, what do you(1) _____ is going to boxes. The first one has been done for you.
□□□ □□□ □□□

_____ with this Ukrainian contract then?
to do doing to do doing
□□[Z]
B Good question. You know, something(2) _____ agree manage
me we're not _____ to get it.
admit enjoy
□□ □□□ □□ □□
A Oh, really? What(3) _____ you _____
suggest hope
that? It(4) not like you to _____
so pessimistic. try miss
□□ □□ □□
B Well, for one thing, we've gone in way too high. My put off avoid
□□
guess(5) _____ they'll _____ a lower aim expect
□□□ □□□ □□□

tender. stop promise
□□
A Mm. By the way, have some more meat - there's refuse go on
plenty of it. You know, I don't(6) _____ price carry on fail
_____ really the issue. remember dislike
B No?
A No. I (7) ----�we're _____ long-term 2 Complete the conversation using the correct form of the
here. This is a seven-year project, maybe longer. verbs in brackets.
B So? A Hi, James. Client meeting overran a bit, did it?
A So, reliability is what they'll be(8) _ _ _ __ for, B Mm. And Lucy and I stopped(1) _____(have)
if you _____ me. They'll pay more for that. a coffee on the way back.
B You've(9) _____ to be __ ___ This is one A Oh, right.
of the most price-sensitive markets in Eastern Europe. B By the way, did you remember(2) _____ (send)
The way I (10) _____ it, we'll be _____ those invoices off?
well just to get part of the contract. They'll probably get A What invoices?
a local firm in to do the main work. B Stuart! I distinctly remember(3) _____ (ask)
A Hm, well, that's bad news ... you to deal with the invoices. They should have gone
can't+ say had+ would hear+ going is+ getting last week.
knew+ coming might+ known 's+ help A Well, I've been a bit busy trying(4) _____ (fix)
shouldn't + saying stop+ get suppose + heard this wretched computer!
B Okay, look, stop(5) _____ (do) whatever you're
A I(11) _____ you've _____ the news
doing and deal with them now, would you? And what's
about Alex?
wrong with the computer?
B About her leaving to join HP? Well, we
A No idea. It keeps crashing.
(12) _____ that was----� didn't we?
B Well, have you tried(6) _____ (ask) Callum
A I suppose so. The word(13) ____ _ that
about it?
Eduardo's _____ her job now. You know,
I(14) _____ a feeling he _____
A Of course I have. I've been trying(7) ____ _ (get)
through to him all morning. But he's like you, isn't he?
B Mm. I(15) ____ _ really _____ I'm
He's never in!
surprised. He's had his eye on it for a while. And,
anyway, if you get engaged to the executive
vice-president's daughter, it(16) _ _ __ bound
to _ ___ your career prospects, isn't it?
A He's what? I (17) _____ have----�
He'll(18) _____ at nothing to _____
a promotion.
B Well, you didn't(19) _____ this from me, but
there's a rumour _ _ _ around that ... well,
maybe I(20) be _____ this, but ...
A No, no, go on!
09 RELATIONSHIP-BUILDING 61
3 Complete the conversation using an appropriate Some verbs can precede both the infinitive and the -ing
preposition and -ing form from the boxes below. form, but the meaning usually changes (I like to work out
twice a week = l think it's a good idea; I like working out=
about about of in on I enjoy it).
Some verbs normally followed by the -ing form change to
being having making putting telling
infinitive without to when there's an indirect object
A Of course, Tim succeeded _ _ _ _ _____ (I suggest stopping now - I suggest we stop now).
a complete fool of himself at the party. When a verb is followed by a preposition other than to, the
B Did he? -ing form is usually used ( They apologized for not getting back
A Oh, yes. Well, he will insist ____________ to us sooner).
those tasteless jokes, won't he? The president's wife was Modal verbs always precede the other verbs in a sentence
not amused. and are followed by the infinitive without to (You must be
B Well, he can forget __________ in for wishing you'd never come to work here!).
that promotion, then, can't he? Certain expressions always precede the -ing form: It's no
A Hm, not much chance of that here, anyway. You know good complaining; There's no point (in) complaining; What's the
I complained _____ us _____ to work use of complaining?
another weekend? A number of expressions take the past form: I'd rather you
B Mm, I hear Angela went mad about it. didn't; It's time we went.
A Yeah, she practically accused me _____ A number of expressions of intention take the infinitive
_____ disloyal to the company! Can you with to: I'm planning to do it later; I've been meaning to have
believe it? a word with you.
B Sounds like her.
Phrase bank: Networking

Complete situations 1-12 using the words in the box. Then match each situation to two things you might say.
asking breaking bumping catching looking meeting offering paying raising referring saying taking
1 people for the first time a You managed to find us okay?

b You're looking very well!
2 into old friends C Bye now!
d I don't think we've met.
3 compliments e It's been great talking to you.
f Long time no see.
4 about a journey g I could put in a word for you if you like.
h Fancy meeting you here!
5 up with old friends Is that the time? I must be going soon.
j I wonder if I could have a word with you.
6 an important subject k Married life obviously suits you!
I We must get together soon.
7 to help someone m Give my regards to Theo when you see him.
n Take care.
8 to third parties o I didn't expect to see you here!
p I could put you in touch with someone I know.
9 off a conversation q How's life treating you?
r I've really enjoyed our conversation.
10 your leave s Fiona mentioned you might be dropping by.
t I don't think we've been introduced.
11 forward to future contact u I should be making a move.
v Did you have any trouble finding us?
12 goodbye W Let's not leave it so long next time.
so □ GO □
x There's something I've been meaning to talk to you about.
40D
100 □ □□ □□11 12
Making decisions
1 When was the last time you were faced with a difficult decision and were unable to
make up your mind? How did you decide in the end, or was the decision made for you?
Standing in the middle ofthe
road is very dangerous - you
2 You may be a cool-headed decision maker in the office, but would you know what to do
in a real life-or-death situation? Read the following extract from an unusual website and
get knocked down by the
discuss the questions.
trafficfrom both sides.
argaret Thatcher The principle behind this site is a simple one: you just
Worst-case never know.
scenarios You never really know what nasty surprises life has
Do y ou find decision in store for you - what is lurking around the corner,
making easy or difficult? what is hovering over your head, what is swimming
beneath the surface. You never know when you might
be called on to perform an act of extreme bravery
Learning objectives: and to choose life or death by your own actions.
Unit 10 But when you are called, we want to be sure that you
Discussing making decisions
know how to react. We want you to know what to do
in difficult situations; Doing a when the pilot passes out and you have to land the
quiz on life-and-death decisions; plane. We want you to know what to do when you
Giving advice on worst-case see that shark fin heading toward you ...
scenarios or workplace
dilemmas; Inserting missing www.worstcasescenarios.com
articles into two texts; Fluency:
Holding a crisis management a What kind of things 'lurking around the corner', 'hovering over your head' or
meeting
Reading Website extract: Worst 'swimming beneath the surface' do you think the website is referring to?
case scenarios; Company crises b Have you ever found yourself in a really dangerous situation where you needed to act
Listening Advice on surviving quickly? Tell the story.
worst-case scenarios; Decision
making meetings; Case study: c What worst-case scenario would you least like to face:
Coca-Cola crisis 1 at work? 2 in life?
Vocabulary Marketing
Grammar Articles
Phrase bank Decision-making
3 Work in two groups. Hold an emergency meeting to decide what decisions you'd make
b In company interviews in real life-and-death situations. There are four items on your 'agenda' and you have just
Units 8-10 five minutes to decide what action to take. Group A your worst-case scenarios are below
and on page 64. Group B turn to page 124.
1 On a driving holiday in India you lose 2 On a trek in the Chilean Andes you get cut off from
control of your hire-car travelling downhill the rest of your group and become hopelessly lost.
at 70 mph on a mountain road. You've no As you try to work out which direction to take, you
brakes and there's a 300m drop to the are confronted by a hungry mountain lion. Do you:
valley below. Do you: a lie down and play dead?
a try to jump out of the car and roll to b shout and flap your coat at the animal?
safety? c run and hide (maybe find a tree to climb)?
b steer away from the cliff edge and into
the mountainside to stop the car?
c steer into the crash barriers on the cliff
edge to slow the car down?
10 MAKING DECISIONS 63
3 During a flight over the Grand Canyon in a
private plane, your pilot passes out and you have
to land the plane yourself. You manage to reach
the airfield. Do you:
a keep the nose of the plane pointing above the
horizon as you descend to the runway?
b slow down to about 60 mph as you touch
down and then hit the brakes hard?
c keep the plane at a steady altitude of 150 feet
as you approach the beginning of the runway?
Whilst walking over a frozen lake in Norway, which

you were assured was perfectly safe, you fall through
the ice and are in danger of drowning. Do you:
a attempt to pull yourself out?
b move about in the water to generate body heat?
c stay calm, conserve energy and cry for help?
4 Work with a partner from the other group. Briefly summarize the scenarios you faced
and the decisions you took.
5 2.22-2.29 Now listen to some advice on how to survive the eight worst-case
scenarios in 3. How many lives did you lose? W hich group did better?
6 Put the following expressions on the scale below according to how likely they are. Most
of them were in the advice you just listened to. The first one has been done for you.
a You've a good chance. g You've blown your chances.
b You don't stand a chance. h There's a fair chance.
C There's a 50-50 chance. There's an outside chance.
d Your chances are slim. j It's a million-to-one chance.
e You're in with a chance. k No chance!
f The chances are remote.
0
more likely possible less likely
7 Complete expressions a-n using the nouns and verbs in the boxes. They were all in the
advice in 5.
bet circumstances idea mistake move point thing
a Your best ______ is to shout and flap your coat at the animal.
b Do not in any try to stand up on the ice.
c It's a good to brake as soon as you've gained control of the steering.
d There's not much trying to force the door open.
e By far the most sensible to do is to open the car window.
f Just grabbing on to the nearest person with a parachute is not a smart ______
g It's a common ______ to think the shark's nose is the best area to target.
64 10 MAKING DECISIONS
do forget make put resist take think
h Don't even _____ about jumping from a moving vehicle.

_____ the temptation to run from a mountain lion.
j _____ any ideas of playing dead out of your mind.
k _____ sure that the nose of the plane is six inches below the horizon.
_____ care to land on your back to avoid breaking it.
m _____ about trapping air inside a sinking car.
n You'd _____ much better to strike at the eyes or gills.
8 Work with a partner. Practise using some of the expressions in 6 and 7 by advising
them on how to handle one of the following situations. Don't worry if you can't give
expert advice!
• on a round-the-world cruise the ocean liner you're on • your boss is working you to death
hits an iceberg and starts to sink • a colleague is taking the credit for all your ideas
• during a trip across the Australian Outback, your car • you've been passed over for promotion - again!
breaks down in the middle of nowhere
• there's a rumour your company is about to announce
• a poisonous snake has crawled into your sleeping bag
redundancies
'Gentlemen, I take it The decision-making process

we are all in complete
agreement on the decision 1 Read the anecdote about Alfred P. Sloan, the man who built General Motors into the
here. 'Alfred P. Sloan, biggest company in the world. What point is being made about group decisions?
the head of General
Motors, looked around 2 2.30-2.32 Listen to extracts from three different decision-making meetings and
the committee room table. answer the questions.
His senior managers 1 An industrial dispute
nodded in assent. 'Then,' a Why is Dan so concerned about a strike?
continued Sloan, 1 propose b Who's the calmest person at the meeting?
we postponefurther 2 Political instabilities
discussion ofthe matter a What's Hans's objection to the proposal?
until our next meeting
b What's Andrea worried about?
to give ourselves time to
3 A product recall
develop disagreement
and perhaps gain some a Whose side is Laura on?
understanding ofwhat b Do you think Simon has already made up his mind?
the decision is about.'
3 You heard the following idiomatic expressions in 2. Can you remember the missing
words? The first two letters are given. The meaning of the idioms in brackets may help
you.
a the ball is in their co_ ___ (we're waiting for someone else to make a decision)
b jump to co_____ (decide too quickly without considering all the facts)
c when it comes to the er (when a decision finally has to be made)
d sit on the f (refuse to support either side in an argument)
4 The following remarks were also all in the meetings in 2. Replace the words and
phrases in bold with similar ones from the box.
advantages and disadvantages alternative come to complete support

I don't think we should make a decision information intuition the main thing
opm10ns plan pool our ideas serious thought stand by suggest undecided
we need to take our time on this we're running out of time we unanimously agree
a Look, time is short ___________ So let's put our heads

together and see what we can come up with
b Okay, we've weighed up the various pros and cons ____________

Now it's time to reach ___________ a decision and stick to
___________ it.
c I don't want us rushing into things ___________ This whole issue
requires careful consideration __________ _ _
d I take it we're all in agreement ___________ that our first priority
________ _ _ _ is to safeguard the well-being of our personnel.
e Well, then, I don't see we have any option ___________ but to give this
proposal our full backing _ _ _ _ _ _ _ _ _ _ _
f I'd like your input _ _ ________ on this before committing us to any
definite course of action.
g I'm in two minds about it. At this stage I think we
should keep our options open ________ __
h Well, in the absence of more reliable data _ _ _ ___ _ _ _
_ I think I'm
going to have to go with my gut instinct on this one.
Crisis management
1 What sort of crises can companies be faced with these days? Can you think of recent
examples of any of the following?
accusations of fraud a consumer boycott an environmental disaster a hostile takeover bid

insider trading a lawsuit mass redundancies a product recall
2 Work in two groups. Group A read about a crisis at McDonald's, Group Bat Mercedes.
Twenty-five articles (a, an and the) are missing from each text. Write them in. If you do
the exercise correctly, both groups should use a, an and the the same number of times.
In 1994 Stella Liebeck, New Mexico grandmother, ordered coffee at McDonald's

drive-through restaurant. Minutes later, sitting in her car in car park, she accidentally
°
spilled coffee - heated, in response to customer preference, to scalding I 80 F - and
suffered severe burns requiring surgery. Crisis was about to unfold.
When McDonald's refused to take responsibility for paying woman's medical

bills, she went to attorney and sued company. At trial jury found McDonald's
liable and awarded $200,000 in compensatory damages (less $40,000 for
negligence on Liebeck's part) and massive $2.7 million in punitive damages
because of what they saw as McDonald's unacceptably dismissive attitude.
One might have expected bad publicity to ruin McDonald's, but instead
newspapers leapt to company's defence, declaring what nonsense court's
verdict was. 'America has victim complex,' announced San Francisco
Chronicle. Punitive damages were later reduced by judge to $480,000
and, while awaiting appeal, parties made out-of-court settlement for
undisclosed sum. But by then 'three million dollar coffee-spill' had
already passed into corporate legend.
In automotive industry trend for many years has been towards
smaller, more economical vehicle. So in autumn of 1997, Daimler
Benz introduced new economy model, Mercedes 'A Class'. It was car
designed to compete with ever-popular Volkswagen Golf. But just
before November launch, disaster struck.
Swedish auto magazine had conducted what they called 'elk test' on
new car. Test is standard in Sweden to make sure cars can steer to
avoid large deer crossing road. Bue at just 60 kph 'A Class'
overturned, injuring both test drivers. Storm immediately blew up
in press and on TY, as buyers waiting to take delivery cancelled their
orders. For Mercedes it was not only financial but image crisis too.
Daimler responded quickly, adding wider tyres, electronic stability
mechanism and stronger anti-rollbars - all at no extra cost to
customer. Highly successful advertising campaign and public support
from Niki Lauda, ex-formula one racing champion, helped to restore
consumer confidence in 'A Class' but at cost of hundreds of millions
of dollars.
3 Summarize the story you read in 2 to a member of the other group. What lessons can
be learned from how the companies behaved?
4 Which are the best things a manager can do in a crisis? Which do you think are
good advice? Match the following collocations.
a deny someone g admit honest
b stay time h take data
c delegate
=\ calm make charge
d buy decisive j act quickly
e blame everything k collect nothing
f be responsibility be promises
5 Work in groups to act as crisis management consultants to the Coca-Cola Company.

It is May 1999 and the world's most famous brand is in trouble ...
Step 1
2.33 Listen to the first part of the case and answer the questions.
a How many Cokes are sold each day?
b How would you describe Coca-Cola's advertising strategy?
c What has just happened?
d Which markets are directly involved in the crisis?
e Calculate how much those markets are worth in annual sales.
Step2
2.34 Listen to the second part of the case and answer the questions.
a What do the following figures refer to?
+25% -13%
b What is the significance of these figures?
c What have the inspectors at the Belgian bottling plant found?
d What is the toxicologist's verdict?
e Who is benefiting from Coca-Cola's current problems?
Step 3
,,� In company .mterv1ews
. Hold a meeting to decide what recommendations to make to your client. As well as the
1:.:.1• Units 8-10 information you have just heard, read the article and agenda on page 121.
10 Making decisions
Vocabulary 6 Which of the terms in 5 refer to:
a the number two player in a market after the market
Marketing leader?
The marketplace b the importance the customer gives to prices?
C a small number of customers requiring a particular type
1 Complete the adjectives by writing in the missing of product or service?
vowels. The adjectives range from positive to negative.
d the shop or store through which products are sold to
l
b_ _rn_ng thr_v_ng + the consumer?
h__lthy b__y_nt e a method of persuading consumers to buy by invisible,
The market is v_]_t_L_ _npr_LcLbL psychological means?
w_ ___k sLgg_sh f getting customers' permission before sending
fl_t d.._pr_ss_d information to them?
2 Complete the sentence using some of the adjectives 7 The verbs and verb phrases in the box all form strong
in 1 and information that is true for you. collocations with 'the market'. Put them into the most likely
The marketfor ___ _ _ in _____ is chronological order. One of them has been done for you.
----�, whereas the market is be squeezed out of break back into compete in
dominate enter target
3 Complete the collocations by writing a noun from the

box before each set of three nouns below. 1
1
H H
tt
advertising brand distribution market marketing
a ____ _ mix/ drive/ strategy

b _____ forces/ research/ share
16 +t
The verbs and verb phrases in the box all form strong
dominate
C ___ _ network/ channels/ costs

collocations with 'the competition'. Put them into the most
d _____ campaign/ expenditure/ agencies likely chronological order. One of them has been done
e ___ _ awareness/ loyalty I stretching for you.
4 Which collocations in 3 are the following examples of? come up against destroy fight back against
outclass succumb to take on
a
H H
Omnicom, Publicis, Doyle Dane Bernbach, Dentsu
b competition, the state of the economy, political stability
c
d
'the four Ps': product, place, price, promotion
wholesalers, retailers, sales reps
17 outclass
12
Hl Ho
e Virgin Cola, Camel watches, Ferrari sunglasses
1
5 Listed below are some of the terms commonly used
in marketing departments, but the second word in each
collocation has been switched with another in the same
column. Can you switch them back? The first two have been Grammar
done for you.
Articles
a ma,ket outlet g subliminal relations
b competitive brand
� h price marketing Complete the text with a, an, the or zero article 0, as
C retail challenger niche analysis necessary.
d mass sensitivity public advertising They say 'All's fair in (l)_____ love and
j
(2) _____ war'. And when it comes to getting
e price market k consumer market
(3) _____ good deal, (4) _____
f leading advantage permission war
same is true of (5) _____ business. For
(6) ___ _ _ example, in 1803, (7) _____
half of what is now (8) _____ USA was actually
bought from (9) _____ French for three cents
(10) _____ acre! How were they able to get such
(11) _____ bargain? At (12) _ ___ time,
(13) _____ Emperor Napoleon was preparing to go
to (14) _____ war with (15) _____ Britain
and was desperate to sell.
68 10 MAKING DECISIONS
The indefinite article is used: The definite article is used:
• before a singular countable noun when it is unspecified • before a noun that has been mentioned before. I used to
and mentioned for the first time. I need a holiday. have two BMWs and a Lotus, but I had to sell the Lotus.
• before singular countable nouns in exclamations. What a • before a noun that is later specified in the same sentence.
day!; It was such a nuisance! The guy I met in Rio runs his own business.
• before the names of professions. She's an engineer. • when it is clear from the context what we are referring
• before a singular countable noun where a plural could be to. I'll drop you offat the hotel.
used to mean the same thing. 1here's no such thing as afree • when the thing referred to is unique. The human race.
lunch = 1here's no such thing asfree lunches. • before an adjective referring to a group. The Dutch.
• to mean per when talking about prices, speed, rates, etc. The zero article is used:
€3 a kilo; three times a day. • before mass or abstract nouns. Greed is good.
• before the names of most countries. Exceptions include:
the USA, the UK and the Netherlands.
• in certain fixed expressions. Go to war.
Phrase bank: Decision-making

Listed below are six key things you need to do in a decision-making meeting. Match each to three
things you might say. The first one has been done for you as an example.
1 Encourage collaboration 00
[}]
2 Comment on options DDD a That's a big plus, as far as I'm concerned.
□□□
DDD
3 Consider pros and cons But let's look at some of the minuses.
□□□
4 Advise caution
□□□
5 Check agreement
6 Commit to a decision
d I don't see we have any

option but to go ahead.
f I think I'm going to have to go h Okay, that's

with my gut instinct on this one. the upside. But
what about the
downside?
I take it we're all in k Let's put our heads together and

agreement on this? see what we can come up with.
I'm not wholly in favour of this, m Okay, we've weighed

but what alternative do we have? up the advantages and n Does anybody have any
disadvantages. objections to that?
o So that's decided
then. I don't want us rushing
q
into things. r Okay, so we're going
p Let's pool our ideas to go with Marc's
on this. idea.
Stress
1 Look at the cartoon and answer the questions.
Unit 11 a How would you describe the woman's behaviour in the cartoon?
People skills Analyzing b How does the man feel about the woman and her problem?
attitudes to stress in the C What are their attitudes to stress?
workplace; Identifying
techniques for managing stress;
Fluency: Helping a staff member
MY DOCiOR iOLD ME
in a stressful situation THAT IF YOU DON'T REDUCE
Reading Article on helping THE JOB STRESS HERE... COULD BE
... I
colleagues manage stress DEAD IN SIX

MONTHS.
Listening Talk on stress
management; Eight managers
counselling their staff
2 What attitudes to stress have you encountered in different workplaces?
3 What does the chart below show? Compare your ideas with a partner.
1
w
0
z
c::(
:E
cc
0
LL
cc
w
ll.
LOW STRESS HIGH
4 2.36 Listen to an extract from a talk about stress management and label the three
coloured areas on the chart.
5 2.36 Listen again and match the work environments in the photos on the left to
the levels of stress on the chart.
6 The speaker mentions 'the symptoms of distress' - what do you think they are?
Consider the effects on the body, the mind and on behaviour. Compare your ideas with
a partner.
7 How do you manage your own stress? Do you have any techniques or tips that would
help colleagues or team members to manage their stress?
0 11 STRESS
8 Read the article quickly and match the headings in the box to the paragraphs.
Ease the strain Facilitate change Identify the source Share feelings
Stress is contagious; if not handled carefully, a colleague's distress

can quickly ruin your own day. Following a four-step action plan will
help keep the whole office on track.
3
First, encourage your stressed-out Ask yourself what you can do to
colleague to talk or even cry; take the pressure off. Can you
expressing their emotions will provide give your colleague more time, or
temporary relief. Don't be judgemental shift some tasks to someone else?
and don't be tempted to force your A quiet word with other people
advice on them; if their frustration who are a source of pressure, or
is directed at you personally, resist small improvements to the work
the urge to defend yourself. Simply environment, can help overcome
empathize and help them not to feel that 'out of control' feeling.
guilty about the way they feel. 4
2 Use counselling techniques like
Next, ask neutral, open questions echoing, summarizing and asking
Helping to elicit the cause of their distress.

Very often a minor annoyance will
prove to be the tip of a much bigger
hypothetical questions to help
your colleague find their own
solutions. Don't provide your
colleagues iceberg. But don't probe, and don't
ask leading questions. Don't minimize
own answers to their problems;
help them take control of their
manage stress
the problem, but try to help your life by making changes or simply
colleague keep things in perspective. learning to live with the problem.
9 Reread the article. How many of the points you discussed in 7 are mentioned?
10 According to the article, you should not do the following things. Why?
• force your advice on colleagues • ask leading questions
• defend yourself • minimize the problem
• probe • provide answers
11 2.37 Listen to eight managers Manager ✓IX Advice

counselling staff members who are suffering 1 Mark
from stress. Decide if each manager is doing
2 Jacky
things right(✓) or wrong(X). Then match the
3 Corey
manager to the advice from the article (a-h)
that they are following or need to follow. 4 Brett
a ask what you can do to take the pressure off 5 Jo
b don't probe, and don't ask leading questions 6 Perry
C encourage colleagues to express their emotions 7 Chris
d don't provide your own answers 8 Georgie
e use counselling techniques like echoing, etc
f li�lp them not to feel guilty
g don't minimize the problem
h resist the urge to defend yourself
12 2.37 Complete the useful expressions you heard in 11. Then listen again and check.
1 It's _____ normal. 6 There's no need to feel _____
2 It's better to get it off your ______ about it.
3 I understand how you _____ _ 7 What would _____ if you didn't ...
4 Would it _____ if ... 8 How a problem would
5 It could _____ to anyone. that be?
13 Work with a partner to practise helping a staff member in a stressful situation.

Speaker A see page 118. Speaker B see page 136.
11 STRESS 71
MANAGEMENT
SCENARIO
Pitch and persuade
Management
scenario C
Identifying effective pitching
techniques; Using Cialdini's six
principles of influence; Fluency:
Pitching a new project
Reading Article on building
donor circles
Cl: A failed pitch;
C2: An effective pitch
1 Who is the most persuasive person you know? How do they get people to do what they
want them to do?
2 Read the article below that Cassie sent to her boss, Peter, and mark the statements
T (true), F (false) or D (doesn't say).
Peter - thought '::}Oil..

n1.1ght find this 11..sef11..{ In today's difficult giving environment, the best place to look for new funding is with your
current donors. Put their loyalty and social media contacts to work for your organization.
for the €. Jndio..
j Forget about mass mailshots and advertising campaigns; new donors are no longer
prq eCt. recruited in batches of hundreds or thousands but through small circles of friends,
Co..ss. one at a time. Many of your loyal donors are active social media users. Invite them to
leverage their willingness to promote your cause by recruiting new supporters from their
own circles of friends. Give them the tools to build new donor circles from among their
Facebook friends and Twitter followers and organize events to promote your projects.
Soon your new supporters will go on to build their own donor circles.
The power of social media lies in its almost unlimited numbers of connections.
When you build high-quality relationships with your followers, your donor circles can
multiply indefinitely.
a Cassie tells Peter he should use social media to raise money for a project in India. 0
b Investing in media campaigns and direct mailing is the best way to recruit large
numbers of supporters. 0
c Existing supporters are happy to tell their friends about a good cause via
social media. 0
d Developing donor circles costs the organization nothing. 0
In company El�
in action •• • 3 Now watch video Cl to see Peter Neubauer, Marketing Manager at Blue Rock, pitching
a new fundraising strategy to Sue Jensen, his CEO. Which of the following are mentioned?
a three-day conference O an important interview 0
a budget cut O an urgent decision 0
recruiting new staff O waste water treatment 0
return on investment O a precedent for non-profit organizations 0
4 Watch video Cl again and answer the questions.
a Why doesn't Sue want to schedule a presentation after the conference call?
b What is the goal of the Eastern India project?
c Why is Sue uncomfortable with the concept of multi-level marketing?
d What major costs does Peter's strategy involve?
e What two reasons does Sue give for saying no?
72 C PITCH AND PERSUADE
5 Peter makes a number of strategic and tactical mistakes. Match the following phrases to the errors they illustrate.
1 Couldn't Cassie deal with it? a forgetting that a pitch is much shorter than a presentation
2 My presentation is in three parts ... b not seeing an opportunity for reciprocity
3 So why didn't you say so? c using jargon
4 I've been there, I know what it's like. d losing Sue's sympathy by rejecting her objection too directly
5 Sorry Peter, you've lost me there. e not adapting the pitch to the audience, giving too much detail
6 No, you don't understand. f not explaining the need for new funding
6 Work with a partner. Discuss how Peter could improve his pitch. Brainstorm a list of
dos and don'ts for pitching and persuading.
7 Complete the emails below with words from the boxes. The first box is for 1-6 and the
second box is for a-f. Compare Emma's advice with your own dos and don'ts.
details discussion jargon Authority Consistency Liking

overview specific structure Reciprocity Scarcity Social proof
Hi Emma, Peter,
I still don't understand Sue really put you on the spot, didn't she? For what it's worth, here are a few
what went wrong thoughts.
this afternoon; any As you know, an elevator pitch isn't the same thing as a presentation. You don't
suggestions? have time for 1) ______, your goal is just to give a high-level 2) _____
Thanks, Peter and get your audience interested enough to start a 3) -----· So you have
to have a very clear, simple 4) _____ - e.g. (i) a reason to listen, (ii) the
objective, (iii) the problem, (iv) the solution, (v) the benefits, (vi) a call for action.
Secondly, be passionate, be lean, be 5l-----� and be sincere. Show that
you believe in what you're doing, don't use 6) -----� keep it clear and
simple, and show that you really want that agreement.
Finally, have you ever heard of Cialdini's six principles of influence?
a _____ give something first, d _____ having the
then people are more likely to return appropriate credentials makes you
the favour. more persuasive.
b _____ - it's easier to e _____ - a logical sequence of
persuade people if there is mutual arguments builds pressure to agree.
like and respect f _____ - show that others are
c _____ - people more often already doing it and people will follow
agree if they think they won't get their example.
another chance.
...
Hope this helps; as you know, Sue always likes to give people a second chance!
a�
Good luck, Emma
In company
in action •• • 8 Now watch video C2 to see Peter make a second pitch. Which points in Emma's advice
do the following phrases illustrate?
a Leave them with me. I'll deal with them.
b Did you know 68% of social media users will ...
C This was Cassie's idea, so she should take the credit.
d I know exactly what you mean.
e This strategy is already being used very successfully by high-profile nonprofits like ...
f I've put all the details in this handout.
g If we wait till everybody's doing it, it won't be so effective.
h That's why I'm asking you to give the go-ahead ...
9 After making an unexpected profit, your company has allocated a budget of $1M
for an exceptional project to benefit employees. Among the suggestions are building a
gym, setting up a day-care centre for young children, or funding MBA courses. Prepare a
two-minute pitch to defend one of these projects or your own idea. Make your pitch and
answer the group's questions. Hold a vote to decide who gets the go-ahead.
When you have finished, use the checklists on page 127 to help you evaluate your
performance.
C PITCH AND PERSUADE 73

Emailing
1 Read the extracts below from web and press articles and discuss the questions with
a partner.
The beautifulpart ofwriting
is that you don't have to get
2 Make a list of your three top tips for dealing with emails. Compare your list with the
rest of your group.
it right thefirst time, unlike,
say, a brain surgeon. You can
always do it better. a According to the Electronic Messaging Association, around seven trillion emails are
Robert Cormier, author sent annually. How many of them end up in your inbox? And how do you deal with
the following problem?
When everybody has email and anybody can send you email, how do you decide
whose messages you're going to read and respond to first and whose you're going
Do you prefer to email or to send to the trash unread? Tom Peters in Fast Company magazine
to call colleagues?
b Is email a time-saver or does it distract you from more important business? Are you
anything like the typical workers mentioned below?
Learning objectives: As Clive Thompson pointed out in The New York Times magazine, after a worker
Unit 12 has been interrupted with a message, it generally takes nearly half an hour for him
Business communication skills to return to his original task. According to researchers, 40% of workers moved on
Discussing how to deal with to completely new tasks after being interrupted, leaving their old task behind,
emails; Correcting errors in
neglected and unfinished. SEND, The Essential Guide to Email for Office and Home
an email; Shortening and
simplifying an email; Adding C Are you ignoring your email more these days? Does this company's idea sound like
the personal touch to an email;
it could work?
Choosing an appropriate email
style; Fluency: Writing and Signs are that the first rush of enthusiasm for email may be waning. One big
answering emails company in the computing industry is considering banning emails in the afternoon.
Reading Extracts on emailing It found that its people had stopped talking to one another. Stuart Crainer in A
Listening Podcast: what your
Freethinker's A-Z of the New World of Business
emails say about your career
prospects; Radio programme:
The biggest email blunders
d Have you ever sent an angry email or hidden behind an email when you had bad
news to deliver? How do you feel about the advice below?
ever made
Vocabulary Prepositional Rule number one: never send an email when you're mad. And if you want to know
phrases if you're mad, just take two fingers, close your eyes and touch your eyelids. If
Grammar Future forms they're hot, researchers say you're mad and you should
Phrase bank Emailing
put it in the draft pile and send it later. One of
the things I've learned is that email is for
saying 'yes', email is for answering or
asking questions. If you say 'no', if you
criticize, if you attack, please, do it in
person - or, worst-case, do it over
the phone.
Tim Sanders, Better Life Media
e The Institute of Management puts
working with computers amongst
'The Top Ten Stress Factors at
Work'. Have you ever resorted to
any of the following?
A survey by Mori reveals that three
quarters of computer users shout
and swear at their machines. A
similar study by IT support company
Sosmatic shows that 43% of them have
slapped, smacked and even kicked their
computer. The mouse is the most abused
piece of equipment, receiving 31.5% of the
punishment, followed by the monitor, the
printer, the hard drive and the keyboard. Over
a year such outbursts of 'computer rage' can
cost companies up to £25,000 in lost earnings and
damaged hardware.
74 12 EMAILING
Writing emails
1 Read the article below. Is it easy or difficult to understand?
Aoccdrnig to rsceearh at Cmabrigde Uinervtisy, it deosn't mttaer in what oredr the ltteers
in a wrod are. The olny iprmoatnt tihng is taht the frist and !sat ltteres are in the rghit
pclae. The rset can be a toad mses and you can sltil raed it wouthit a porbelm. This is
bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.
2 2.38 Listen to a podcast explaining what the kind of email you send says about
your career prospects. Match the person to the email type.
a high-flier 1 reply to all
b born leader 2 filled with emoticons
C corporate loser 3 prefer face mail
d time-waster 4 bee to boss
e poor team player 5 neatly paragraphed
f office joker 6 short phrases
3 If Professor Owens's research is right, are you writing the kind of emails that will get
you promoted?
4 Look at the email below and the one on page 76. From what Professor Owens said in the
podcast you just listened to, which do you think was written by a junior manager?
Steve
Can you udpate me on where you are with hte Rome Expo arrangements I
was unable to open the attatchment you sent me, so i dont have a copy of the
programme. As for as the Copenhagen conferrence is concerned I don't just have
time for dealing with it myself. So please can you sort this out with the Danes asap?
You'll need probably to contact Margrethe Rasmussen at there headquarters in
helsingborg. Copy me in on any correspondance.
Thanks alot. Your a star!
Maxine
(BTW any news on Garys feasability study???)
5 Correct the grammar, spelling and punctuation mistakes in the first email above.
There are 18. Break up the text into short paragraphs and add a suitable subject line.
6 Read the following statements about the emails and decide if you agree (A) or
disagree (D).
The mistakes in the first email are mainly language errors or typos. D
Emails like this create a bad impression. D
Mistakes don't matter as long as the message is clear and the tone friendly. D
I would be more tolerant if I knew the writer was not a native speaker. D
7 Make the second email below shorter and simpler by deleting as many words as you
Glossary can without changing the basic message or sounding too direct.
asap /,e, es e1 'pi:/
(abbrev) as soon as
possible. In AmE, asap is
often pronounced Dear Stephen
/'e1sa!pl I do realize that you must be very busy at the moment with all the arrangements tor
BTW (abbrev) by the way: our exhibition stand at the Rome Expo in two weeks' time, but, if you have a spare
used in emails and text moment sometime over the next few days, could you possibly just have a quick
messages for adding look at the first draft of my report on the ComTech feasibility study, which I've been
additional information working very hard on since we last spoke? As I'm sure Maxine has already told you,
it was actually due last week and I know that she needs it quite urgently, but there
FYI (abbrev) for your
are just a couple of points I need to check with you, if that's okay, before I submit
information: used in the final report - see attachment.
emails and text messages
as a way of introducing FYI, I don't know if anyone has spoken to you about it yet, but it looks like I'm
probably going to be coming to Copenhagen with you, Fiona and Michael in
a useful piece of
September after all. You'll remember from my CV when you interviewed me for this
information
position that I studied German and Danish at university and, as a matter of fact,
KR (abbrev) kind regards: I still speak pretty good Danish, which might just come in handy ;-) although I'm
used in emails and text quite sure most of the Danes we'll be meeting at the conference will have no
messages for an informal problem whatsoever with English!
closing greeting KR
Gary
...
8 Now make the shortened second email friendlier by adding a few personal touches.
Use some or all of the following information to personalize it in your own way.
Stephen:
• has just become a father for the first time
• has put in for a promotion
• is under a Jot of pressure because three people in his department are off sick
• has never been to Denmark (Gary knows it well)
• is a keen squash player (so is Gary).
76 12 EMAILING
Email style
1 How you write an email largely depends on who you are writing to. If you are writing
to a business contact for the first time or you don't know the person, a formal style is
generally used.
Read through the email below and underline the best option. This is the first timeSimon
Allen has contacted Timothy Green.
Dear (1) Timothy Green I Mr Green

(2) I hope everything's fine / I trust you are well.
(3) I would like to congratulate you on an excellent presentation / Just to say you did
a fantastic presentation. The product demonstration was extremely (4) well received/
went down really well.
However, (5) I'll tell you something I really didn't like/ there is one aspect which
concerns me. As it stands, the packaging design (6) may be problematic/ would
really cause a lot of problems. (7) How about changing the design? / Would you
consider changing the design? (8) Let's meet next week and see what other ideas
we can come up with/ Could we meet next week to discuss some alternative ideas?
(9) BTW, I need you to take a look at the Singapore report. / Also, I would be grateful
if you could read over the Singapore report. In particular it is rather urgent to get the
cost breakdown figures from the report. Would it be possible for you to (10) provide
me the information by Wednesday 10 am? / send me the cost breakdown from the
report ASAP?
(11) For any questions don't hesitate to contact Sandra Taylor in accounts. /
Should you have any questions, please do not hesitate to contact Sandra Taylor in
accounts.
(12) Yours sincerely/ Best wishes
Simon Allen
Director of Marketing
2 Write a short email in reply to the one above using the prompts below. Remember to
use an appropriate style.
glad/ enjoyed/ presentation I also pleased/ response/ product demo// disappointed/
hear/ not keen/ design// thought/ quite stylish// let/ know/ free/ discuss/
alternatives// around/ most/ next week// happy/ go through/ report// costing/
ready/ within/ few days// may need/ check/ few things/Sandra// happen/ have/
extension number? I thanks
The biggest email blunders ever made
1 Work with a partner and discuss the following questions.
a There are an estimated 100,000 computer viruses out there in cyberspace. Have any
of them found you yet?
b What kind of things do people use their office computers for which are not strictly
business? Have you ever been tempted to do any of these things yourself?
c Have you ever sent an email and later regretted it? How dangerous is it to send
business emails (even internally) without considering the possible implications?
2 2.39 Listen to the story of some of the biggest email blunders ever made and
number the following in the order they are mentioned.
Netscape D Merrill Lynch D
Dow Chemical D Cerner D
the Love Bug D Western Provident D
AOL D Norwich Union D
Microsoft® D The Pentagon D
3 Work with a partner. Without listening again, can you remember:
a how much the Love Bug cost computer networks worldwide?
b how much the two insurance companies settled out of court for?
c how an English schoolgirl got a hold of US military communications to the UK?
d how many people lost their jobs at Dow Chemical?
e whose stock fell by 28%?
f how much Merrill Lynch had to pay out because of Blodget's email?
g which executives regretted sending emails in the Microsoft antitrust trial?
4 2.39 Listen again to see if you were correct.
78 12 EMAILING
You've got mail!
1 Work with a partner to practise exchanging emails.
Stage 1
Write an email (maximum 150 words) to a real colleague on one of the subjects below. Use
the suggested phrases to help you, but change and add anything you need to.
Subject: Change of plan Subject: Update please

I was/we were originally hoping to ..., but I'm Sorry to be a pain about this, but I'm still
afraid that won't be possible now because ..., waiting for ... Can you let me know how much
so what I'm/we're planning to do is ... longer it's likely to be? Do you think you'll have
it finished by ... because ...?
Sorry it's a bit short notice, but do you think
you'll be able to ... or is that going to be a If you anticipate any problems, let me know. I'll
problem? I'll wait to hear from you. ... tomorrow to see how you're doing. Cheers!
Subject: Urgent request

Subject: Can you do me a favour?
I've got an important meeting/presentation
I've had an email/phone call from someone
coming up on ... and I'm going to need ...
called ..., who wants ... Can I leave this one with
Can I leave it to you to ...? I expect I'll also be
you? I'm sure you'll know a lot more about it
needing ...
than I do. But keep me in the loop.
I know you're probably up to your neck in work BTW a few of us may be ... on ... Are you going
at the moment, but if you can get ...
to be around? Fancy joining us? Should be fun.
to me before next ..., it'll be a real help. Thanks.
Stage 2
Exchange your emails from Stage 1 with your partner. You are standing in for the person
they emailed while that person is off sick/ on holiday/ on maternity or paternity leave/
away on a long business trip (you decide which). Write a reply (maximum 100 words)
explaining the situation and asking for clarification or any details you need. Mention that
you are new to the department.
Stage 3
Exchange replies and continue the correspondence as long as necessary to complete
your business.
2 Give your partner your impressions of the emails they wrote in 1.

• Do they sound friendly but businesslike?
• Is the email written in an appropriate style?
• Have they kept their messages short and to-the-point?
• Have they made any important spelling, punctuation or grammar mistakes?
12 EMAILING 79
12 Emailing
Vocabulary 3 Underline the other seven prepositional phrases in 2.
Prepositional phrases
Grammar
1 In each box write the preposition that precedes the
words and phrases below.
Future forms
a I I present first least first glance
the very most any rate the latest 1 Present tenses for the future
the same time best Match the verbs in bold to their main function below.
b the whole average the contrary Our train leaves (1) at six. So our taxi's coming (2)
second thoughts reflection at quarter to.
the one hand the other hand I'm not working (3) this Saturday! It's (4) my wedding
no account anniversary for goodness' sake!
C practice other words theory an arrangement D an indisputable fact
the circumstances general short
particular effect some respects
a refusal D a schedule or timetable
any case 2 will

d a result a general rule a matter of fact
Match the remarks on the left to the way they were late
a last resort
reported.
e to now to a point
a I'll help you. He promised to be there.
f the top of my head
b You'll regret it. He suddenly had an idea.
C I'll be there.
2 Complete the meeting extracts using some of the He offered to help me.
phrases in 1. d I'll try it this way. He refused to do it.
e I won't do it! He warned me about it.
a A Well, I haven't had time to study them in detail but,
at ______ ------,I'd say these figures
were quite encouraging.
3 will be doing
B Yes,on _____ -----� they're pretty In each pair of sentences below tick the one you are mor
much in line with what we were expecting. In fact, likely to hear.
in ______ ------, they're even better. a We'll land at Heathrow in about 15 minutes.
b A Have you been in touch with New York yet? b We'll be landing at Heathrow in about 15 minutes
B As _ _ _ _ _______ _ _ _ c Will you go past the chemist's this morning?
______,I have. d Will you be going past the chemist's this morning�
A And are they in favour of this new initiative? e Give me five minutes and I'll call you back.
B One or two of them aren't,but in------,yes. f Give me five minutes and I'll be calling you back.
A Well,that's something at _____ g By the way, I won't attend the meeting.
h By the way,I won't be attending the meeting.
C A I'm going to authorize this budget increase, but on
__________ is this project to go 4 Match the sentences (a- d) to what was said next (1
over budget again. a I don't think I'll go.
B Yes,okay. b I don't think I'll be going.
A By the way,how much are the admin costs on this? C Will you go to the post office this afternoon?
B I couldn't tell you off _ _ _ _ _ _____ d Will you be going to the post office this afternoon?
_____ _ _ _ _ ____ _ _ _,but_
1 At least that's what they've told me.
it shouldn't be more than 30% of the budget at
2 If you're not too busy,that is.
A 30%! On ______ -----� I think we'd 3 And if so, could you post this for me?
better look at this whole budget again. 4 I certainly don't want to.
d A This idea of yours is fine in -----� but in
----- � I don't think it'll work.
B But you were all for it when we spoke about it
last time!
A On ____________,I was as sceptical
then as I am now. In ____ _ _-- - - - - ,
even if I supported you,this strategy would only save
us a few thousand pounds at ______
80 12 EMAILING
5 Lexical future
English there are a lot of be ( + word) to expressions to
Phrase bank: Emailing
:aik about future intentions and expectations. 1 The following expressions are all useful in emails.
We're to Complete them using the prepositions in the boxes.
We're due to
against at back down in of off on
We're about to on out through to up with with with
_ We're hoping to with with with with
meet them to discuss the matter.
_ We're aiming to
We're planning to back + to in + on on + to out + on out + with
We're intending to through + to up + on up + to
We're going to a Have a quick look _____ these figures and
get _ _ ____ me asap.
ruch of the sentences above refer to:
_ something which will happen very soon? D b Let me know if you need any help _____
D
the Koreans. And copy me ______ any
something which has been formally arranged?
correspondence ______ them.
something which other people are expecting? D c Could you get _____ our suppliers and
-
something which has already been decided? D sort something them? I'll leave
something we'd like to happen, the details _____ you, but keep me
but it may not? DDDD _____ the loop.
d BTW, you did a great job _____ the
future in the past
presentation. It went ______ really well
• the sentences (a-d) into the past and match them to _____ the Belgians. We'll just have to
-· was said next (1-4). wait and see what they come ______ to us
• e're going to fly Lufthansa. D
• 'e're meeting at three. D e Could you update me ______ where we are
m just about to leave. D ______ the Expo arrangements? I'm a bit
think we'll have problems. D ______ of touch. Can I leave it ______
you to contact the speakers?
it wait till the morning?
f I'd like to sound you _____ this new
t something's come up. packaging idea. Let's meet ______ to discuss
t there's been a change of plan. it sometime next week. BTW, I still can't seem to
t I never expected this! get ______ Monica.
g I haven't had time to read _____ the whole
t in the future report and I'll probably need to check some of these
- e sentences which refer to the future. figures ______ the computer, but leave it
� ey won't have heard the news. D ______ me.
have missed my chance by then. D h Thanks for your offer _____ a drink. If I
'11 have seen our advertisements, I suppose. D can finish this report
just take you
by 7, I may
it! I could certainly do
ther month and I'll have been working
for ten years. D ______ one!
ent Continuous and be to are frequently used to 2 Label these business email expressions according to
t fixed arrangements. their function using the labels in the box.
ent Simple is often used either to talk about
Asking for advice Buying time Delegating tasks
e- and timetables or to refer to the future after words
Requesting information
hen, as soon as, before, etc.
range of expressions including be going to and be a C
� which are used to talk about plans and intentions. I'll leave the details to you. Give me a week and I'll see
:. ill and going to can be used to make predictions: will Would you mind taking what I can come up with.
·nions and going to for more informed predictions. this off my hands? Leave it with me. I'll sort
uently used to make offers, promises and take b it out.
1: . Can I sound you out on d
ture Continuous, will be doing, is used to talk about something? Can you update me on
ng which will be in progress or which is part of a Can you just cross-check where we are with this?
the figures for me? Keep me in the loop.
rure Perfect, will have done and will have been doing,
to talk about something which will already be
·ed at a future time. The continuous form usually
zes the activity rather than its completion.
12 EMAILING 81
Making an impact
1 Look at the Emerson quote. Can you see any techniques he's using to make his
statement more powerful? Think about sounds, lists and repetition.
Speech is power: speech is
2 How important is it to make an impact right at the beginning of a presentation?
to persuade, to convert, to
Read the book extract. Do you agree with the author?
compel.
Ralph Waldo Emerson, American OPENING
writer, philosopher and orator
The opener to any business presentation is nearly always important, establishing the tone
for the rest of the event. It's that vital moment when you cake charge, gaining people's
close attention.
What was the best
People tend co remember openers more than any other part of a presentation, except perhaps
presentation you ever for the closing remarks. You waste a wonderful opportuniry if you resort to trivia like:
attended? 'Good evening, ladies and gentlemen, it's a great pleasure to be here today.'
Adapted from The Ultimate Business Presentation Book by Andrew Leigh
Unit 13
Business communication skills 3 With a partner, make a list of ways you can attract people's attention when you start
Identifying effective a presentation.
presentation openings;
Identifying rhetorical
techniques; Rephrasing to add
4 3.01 Listen to the openings of six business presentations. Do the speakers use any
impact; Identifying ways of of the techniques you listed in 3? What other techniques do they employ?
closing a presentation; Fluency:
Producing a promotional 5 How effective are the speakers in 4 at capturing your attention?
presentation for a new country
Reading Book extract on
opening a presentation 6 The openers below were all used in 4. Can you remember the first three words of each?
Listening Presentation Contractions (I'd, I'm, it's, etc) count as one word.
openings; Extracts from political
speeches; Closing remarks from
a __ ___________ _ _ _ that of the world's 100 biggest economies
four presentations only 56 are actually countries?
Vocabulary Metaphor b ___________________ favourite lawyer jokes is: this guy's having a
Grammar Rhetorical techniques
Phrase bank Opening and quiet cafe latte at a coffee bar when an angry man starts shouting ...
closing a presentation c _ ___ _ ____ _ _____ start off by thanking Dr Jensen, Dr Tan
and Dr Martinez for inviting me to speak today.
d ____ ______________
_ was Thomas Edison who said: 'I have not
failed. I've just found 10,000 ways that don't work.'
e _________________ through the appointments pages the other
day and came across this unusual job advertisement.
f __________________ about Total Quality, I think of the story of
the American steel magnate, Andrew Carnegie.
7 3.01 Listen again and check your answers.
82 13 MAKING AN IMPACT
Glossary Presence and performance
charisma /bnzma/ 1 For many people the magic ingredient great presenters have is charisma. What's the
a strong personal quality equivalent word in your language?
that makes other people
like you and be attracted 2 3.02-3.05 Listen to extracts from four famous political speeches. Rank them in
to you: A man sadly order of how charismatic they sound. Compare with a partner.
lacking in charisma.
Extract 1 D Extract 2 D Extract 3 D Extract 4 D
3 The speakers in 2 used a number of rhetorical techniques. The main ones are listed
below. Complete them using the words in the box.
language opposites points questions sounds threes words
The seven rules of rhetoric

1 Repeat _ _ _ _____
I still have a dream. It is a dream deeply rooted in the American dream.
2 Repeat __________
We are the people ... who persuaded others to buy British, not by begging them to
do so, but because it was best.
3 Use contrasts and _________
Ask not what your country can do for you - ask what you can do for your country.
4 Group key points in ____ ____
We must therefore act together as a united people, for national reconciliation,
for nation building, for the birth of a new world.
5 Ask rhetorical _________
What are our chances of success? It depends on what kind of people we are.
6 Accumulate supporting _________
We are the people who, amongst other things, invented the computer, the
refrigerator, the electric motor, the stethoscope, rayon, the steam turbine,
stainless steel, the tank ...
7 Use metaphorical _________
To lead our country out of the valley of darkness.
4 Look at the extracts on page 84 and find more examples of the rhetorical techniques
listed in 3.
I still have a dream. It is a dream deeply rooted in the
American dream. I have a dream that one day this
nation will rise up and live out the true meaning of its
creed: We hold these truths to be self-evident; that all
men are created equal.' I have a dream that one day
on the red hills of Georgia the sons of former slaves
and the sons of former slave owners will be able to sit
down together at the table of brotherhood ... I have a
dream that my four little children will one day live in a
nation where they will not be judged by the colour of
their skin but by the content of their character. I have a
dream today.
I do not shrink from this responsibility- I welcome it.

I do not believe that any of us would exchange places
with any other people or any other generation. The
energy, the faith, the devotion, which we bring to this
endeavour will light our country and all who serve
it - and the glow from that fire can truly light the
world. And so, my fellow Americans, ask not what your
country can do for you - ask what you can do for your
country.
We understand it still that there is no easy road to

freedom. We know it well that none of us acting alone
can achieve success ... Let each know that for each
the body, the mind and the soul have been freed to
fulfil themselves. Never, never and never again shall
it be that this beautiful land will again experience the
oppression of one by another ...
W hat are our chances of success? It depends on what

kind of people we are. W hat kind of people are we?
We are the people that in the past made Great Britain
the workshop of the world, the people who persuaded
others to buy British, not by begging them to do so, but
because it was best.
5 3.06 Look at the following extracts from ineffective business presentations and
rephrase them to give them more impact. Then listen and check.
a Cash flow is the main problem we're facing.
W hat's the ___________________ facing? The ______
_____________ cash flow.
b It's critical to our success, even though it's so risky and problematic.
It's ______ risky, ______problematic, ______yet ______
critical to our success.
c It's faster, cheaper, more reliable- that's the most important thing- and easier to use.
It's ______,______ and ____________________
But, above------, it's more ______
d We can still be the best, but we can't ever be the biggest again.
Even ______we can ______again be the-----� we ______
still __________________
e Fewer jobs are being fought over by more graduates, that's the point.
The point----- -,more and ______graduates ______
______ over fewer _____________ ______
f We're number one in Latin America now, not just Brazil.
Not _____________ we number one in Brazil. We're ______
______ _ _ ____ in Latin America.
g There isn't a company that's ever outperformed us in this market.
In this-----� no ______has ______us, not ______
h We've had no complaints in over 30 years of business.

Not------,in over 30 _____________ -------,have
____________ had a complaint - not a ____________
6 Look carefully at word order and the order of clauses in the rephrased extracts in 5.
What information tends to come last?
7 Practise delivering the rephrased extracts to make as big an impact as possible.
8 3.07 The last few minutes of a presentation are your final chance to make a
lasting impression. Listen to the closing remarks of four presentations and number the
techniques in the order you hear them. Which is the most effective?
the sum up O the call to action 0
the famous quotation O the emergency stop 0
9 Prepare the last 15 seconds of a presentation you have given or may give in the future
using one of the techniques in 8. Use the script on page 153 to help you. Present your
close to the class.
A new country, a new start
1 Work with a partner and discuss the questions.
1 _If you could create your own country, what would it be like?
2 What factors give a country an ideal standard of living?
3 Develop a profile with key features for your new country. Consider the points in the
list below.
a location: which continent? landscape?

b climate: how many seasons?
C population: city vs. rural areas?
d mother tongue: one common language or a mix?
e infrastructure: electricity and water? education and transport systems? political
parties?
f established/ developing industries: overseas trading policies? effect on employment
figures?
g cost of living: pay scales? housing? typical outgoings?
h crime rate: police competence? penal system?
ecology: strategies to deal with environmental change?
j immigration policies: rules and regulations?
k healthcare: private or public?
I family structure: marriage laws? average number of children?
m tourism: attractions? appeal? economic effects?
2 With your partner, prepare a short presentation about your new country based on the
profile you have created. Your aim is to persuade your audience that your invented country
is the best place to live and work, as well as being an appealing tourist destination.
The rest of your class will rate your presentation on clarity, persuasion and impact on a
scale of 1 to 10 using the card below. It is not necessary to cover all of the points listed on
the card, but there must be an opening and close. The class will then vote for the country
they would like to live in or to visit!
Rating card: clarity, persuasion and impact

1 2 3 4 5 6 7 8 9 10
introduction
□ □ □ □ □ □ □ □ □ □
cost of living
□ □ □ □ □ □ □ □ □ □
infrastructure
□ □ □ □ □ □ □ □ □ □
housing
□ □ □ □ □ □ □ □ □ □
crime rate □□□□□□□□□□
environment
□ □ □ □ □ □ □ □ □ □
healthcare
□ □ □ □ □ □ □ □ □ □
education □ □ □ □ □ □ □ □ □ □
□ □ □ □ □ □ □ □ □ □
□ □ □ □ □ □ □ □ □ □
□ □ □ □ □ □ □ □ □ □
3 Making an impact
I! kabulary Grammar
aphor Rhetorical techniques

-..;.siness English is full of metaphor (describing 1 Word repetition
:;ring in terms of another). Match the following Decide which word in each statement could most effectively
I
• sions. Then match them to their metaphorical be repeated after a short pause and underline it. Read the
statements aloud to check. The first one has been done
• eover recovery war for you.
park debate fire a This is very important. ('This is very ... very important.')
eated � flow health b This is a much better option.
• onomic figure water c It's now or never.
h battle sport d There'll always be a market for quality.
e It is here in Europe that the best opportunities lie.
- ::nplete the sentences using the words in the boxes.
f And today we start to turn this company around.
growing pooling pouring sowing trickling Rewrite (a) so that you can repeat the word important.
is liquid 2 Sound repetition

--:cy're _____ millions of dollars into R&D.
1 Replace one word in each sentence with a word from the
mall amount of cash has started _____ in. box that starts with the same sound as other words in
e should be _____ our resources - together the sentence.
• d have sufficient capital to fund new research.
b-etter dynamism past promotion
are plants
simpler team willing
-er years of work, our plans are finally _____
better
re's _____ support for the project - most of a It's bigger. It's supe1io1. And it's British.
people we spoke to think it's a good idea. b I'm not interested in our history or in our present, but
·'re ____ _ the seeds of doubt in the mind of in our prospects for the future.·
,. customer and, as a result, we're losing sales. c We'll reach our targets together as a group.
fight goalposts guns d We need the right product at the right price with the
:xlds stakes victory right advertising.
e We have the drive, energy and determination to
ent is war succeed.
<;,��t...-i.�'<..,��¼, -----�(<:,.<;.."-.,l_'._<ls._..__,¼..__,��"'-<l"' ' "e-.."t.�"'(<(�"'i_l't.�"'i_lG."I..�\..Q "'(<(Q�\..Q"'(<).G.'¼.'io:t,;i..G.\.. 'b"-�-
chance to ex1?_lain it.
'g Tue new s-ys'lem\sno'm mDie sec.uie ann s1gri1ncan'U-y
h We came under _____ from the marketing team. easier to install.
He didn't put up much of a In fact,
he just seemed to give in completely.
2 What sound is being repeated in each of the sentences
above?
She stuck to her _____ and refused to move
an inch.
a
Competition is sport
b
C
We've scored a significant _____ in the home
market. d
The _____ are high - we're risking the future of e
this company. f
m The _____ are against us, but there's still a g
chance we can succeed.
What do sentences a, b, d and e all have in common?
n We don't know what our objectives are supposed to be
because they keep moving the ______
13 MAKING AN IMPACT 87
3 Contrasts and opposites In adverb + adjective phrases it is more effective to repeat the
Complete the sentences using the idea of contrast to adverb (technique 1).
help you. If you want to repeat an adjective, it is more effective to use
a It's not a question of time; it's a question of money. an adverb before repeating it (technique 1).
b If we don't seize this opportunity, some..__ _ _ _ It is more effective to repeat consonants than vowels
e�_ _ __ w
_ _____ (technique 2).
c Tackling a few minor problems now will save us a whole Lists of three are especially memorable (technique 2).
J...______ of m�-----pr_____ _ In a contrast it is more effective to make your main point
second (technique 3).
d Some people are saying we can't afford to advertise, but Asking questions (particularly negative questions) is a more
I .,____ _ _ we._______ au_______ effective way of getting audiences to think than making
·�-----to. statements (technique 4).
e I'm not saying we're certain to succeed: what I Talking about 'us' is a more effective way of building rapport
"------- "----- - i s we'll n"-- - -- than talking about 'you' (technique 4).
ku_ _ _ _ _ un.________ we tr____ _ __ Rhetorical questions sound more convincing when you
f Three years ago this company was going nowhere; answer them using some of the same words (technique 5).
to,_ ____ it's nu,u,.__ _ _ _ o,_ _ _ _ You can give weight and formality to what you say by
in the in.�----- sometimes reversing your word order (technique 6).
4 Rhetorical questions
Phrase bank: Opening and closing
Rephrase the statements as negative questions and change a presentation
the second person plural to the first person plural.
a This is what you need to be doing. Label the presentation openings and closes below
b You should be learning from your mistakes. with the headings in the box.
C Deep down, you all know this to be true. Is anybody out there? Let me take you on a journey
Now, here's a funny thing Oh, and one last thing
5 Rhetorical questions + repetition This is a true story, by the way To cut a long story short
Complete the following using one word from the box in Wise words Would you believe it?
both gaps. 1
problem chances answer point advantages result Did you know that ...?
Statistics I Studies show that ...
a So much for the disadvantages, but what about the
2
______? Well, the _ _ _ _ _ _ are obvious.
One of my favourite stories / jokes about that is ...
b We're losing control of the company. So what's
the _ _ __ ? Clearly, the ___ _ is to Whenever I'm asked about ... I think of the
centralize. story of ...
3
c What are our ______ of success? Well, frankly,
our ___ _ _ _ are slim. I'd like to start off by ...
d So what's the _____ of offering an unprofitable By the end of this morning's talk, ...
service? The------ is it makes us look good. 4
e So what's the basic _____ with this system? The I think it was ... who said ...
basic---- - - is it's far too complicated! In closing, I'm reminded of the words of ...
f Three years of R&D and what's the net _____ ? 5
The net- - - - - - is a product that doesn't work! I was ... the other day and happened to / came
across ...
6 Inversion I remember when I was working / living in ...
Rephrase the statements below making any necessary 6
changes in word order.
Could you just raise your hand if you've ever ...
a This company is not only leaner, it's also greener. Have you ever been in the situation where ...?
Not only_ _ _ ____________ _ 7
b We mustn't under any circumstances panic. So how do you sum up ...?
Under no circumstances _____ __ _ _ _ _
So my central message today is this ...
C We've done better in Mexico than anywhere. 8
Nowhere ______ _ _ _ _ _ __ _ _
That just about brings me to the end of my
d We'll only be ready to launch after exhaustive tests. presentation, except to say ...
Only after _ _ _ _ __________ _ If you take just one thing from today's talk,
take this ...
Out and about
1 When packing to go on a business trip, apart from your travel documents, what are the
absolute essentials? A good book? Swimming things? A decent hairdryer? An air pillow?
Chargers? Adaptors? A travel alarm? An iPad? Compare with a partner.
Take a little ofhome with
u, and leave a little of
�urseifat home.
ark McCormack, founder of IMG
'.>Orts agency
o you enjoy travelling

rwork?
_earning objectives:
nit 14
iness communication skills
.scussing business travel and
packing habits; Identifying
-i>sis in conversation; Striking
.::= a conversation; Telling an
�dote; Fluency: Chatting over
iness lunch
-eading Extracts from The
ridental Tourist
ning People talking about 2 In The Accidental Tourist, travel guidebook writer Macon Leary gives advice on how to
worst flying experiences;
- versations over lunch
pack for a trip. Read the extract and discuss the questions.
bulary Storytelling
mar Narrative tenses
se bank Sharing anecdotes The business traveller
:,. In company interviews
'The business traveller should bring only what fits in a carry-on bag. Checking your
::uts 12-14
luggage is asking for trouble. Add several travel-size packets of detergent, so you won't fall
into the hands of unfamiliar laundries. There are very few necessities in this world which
do not come in travel-size packets.
'One suit is plenry if you take along travel-size packets of spot remover. The suit should be
medium-gray. Gray not only hides the dirt, but is handy for sudden funerals.
'Always bring a book as protection against strangers. Magazines don't last and newspapers
from e\sewb.1:.te. tem\nu you you dont 'oe\ong. "But dont take mme t'nan one 'oook. lt ·1s a
common mistake ro overestimate one's potential free time and consequently overpack. In
travel, as in most of life, less is invariably more.
'And most importantly, never cake along anything on your journey so valuable or dear chat
its loss would devastate you.'
From The Accidental Tourist by Macon Leary
a Do you tend to travel light or do you bring along 'everything but the kitchen sink'?
b Have you ever had any bad experiences with lost luggage or hotel laundries?
c Is grey your colour? Do you dress for comfort or dress to impress?
d What's the best way of avoiding unwanted conversations with strangers?
e Is it important to allow yourself some free time on a business trip?
f Have you ever lost something valuable on a journey? Tell the story.
3 What kind of person is Macon Leary? Tick the correct answers. Would you want to sit
□□ □□ □□
next to him on a flight?
a bit paranoid D antisocial bitter dull
□□
D
□□ □□ □
fussy gloomy lonely outgoing
overserious practical private sarcastic
sociable well organized witty
14 OUT AND ABOUT 89

Glossary 4 3.08 Read and listen to an extract from The Accidental Tourist, where Macon Leary
finds himself sitting next to an overweight man on a plane. What coincidence links the
cocoon a warm, safe
two men?
place
Traveller I'm sorry I'm so fat. Name's Lucas Loomis.
You're my hero
I really admire you/your Leary Macon Leary.
work Traveller You a Baltimore man?
Leary Yes.
Traveller. Me too. Greatest city on the earth. One of these seats is not really enough for
me. And the stupid thing is, I travel for a living. I demonstrate software to
computer stores. What do you do, Mr Leary?
Leary I write travel guidebooks.
Traveller Is that so? What kind?
Leary Well, guides for businessmen - people just like you, I guess.
Traveller 'Accidental Tourist'!
Leary Why, yes.
Traveller Really? Am I right? Well, what do you know? Look at this. Gray suit - just
what you recommend, appropriate for all occasions. See my luggage? Carry-on.
Change of underwear. Clean shirt. Packet of detergent powder.
Leary Oh, good.
Traveller You're my hero. You've improved my trips a hundred per cent. I tell my wife,
going with 'The Accidental Tourist' is like going in a cocoon.
Leary Well, this is very nice to hear.
Traveller Times I've ffown clear to Oregon and hardly knew I'd le� Baltimore.
Leary Excellent.
Traveller I see you have your book for protection there. Didn't work with me, though,
did it?
5 Find expressions in the conversation which mean:

a That's interesting.
b I suppose.
c How did you know that?
d What a coincidence!
6 In natural conversation certain words are sometimes omitted. Look at the six
sentences in italics in 4 and decide which three types of word are missing.
7 The following things were said at different times during a business trip. Delete any
unnecessary words to make them more conversational.
a A Is everything okay with your meal, sir?
B It's delicious. It couldn't be better.
b A Do you need anything else, sir?
B I don't think so, thanks.
C A Are you ready to start?
B Yeah, I'm just coming.
d A Do you mind if I switch the reading light on?
B It doesn't bother me. I think I'll get another coffee. Do you want one?
e A I saw you earlier in the fitness centre. Have you been here long?
B No, I just got here yesterday. Are you here on business too?
f A Have you got a light?
B Sorry, I don't smoke.
8 What are the advantages of having someone to chat to on a long journey? Do you find
it easy to start conversations with people you don't know?
90 14 OUT AND ABOUT

9 Match A to B to make conversation phrases.
1
A B
1 You couldn't help me with my bag, ... a by any chance?
2 Do you mind ... b for a bit of turbulence, doesn't it?
3 Looks like we're in ... c help you with that.
4 Sorry about my kids. Let me know if ... d swapping seats?
5 Is this row 17, ... e could you?
6 I like your mobile. ... f Is that one of the new ones?
7 Let me ... g you're flying on to Caracas.
8 I'll get someone ... h is that getting in your way?
9 I see ... I love Prada!
10 Nice bag. ... j to come and help you.
11 I'm sorry, ... k do you know?
12 Are you from Lima,... they're bothering you.
10 Now match these common ways of starting a conversation with a stranger to the
phrases in 9.
a make an observation
b pay a compliment
C make a request
d ask for information
e offer assistance
f make an apology
11 Work with a partner to practise holding short conversations with fellow passengers
on planes. Speaker A see page 125. Speaker B see page 132.
Travellers' tales
1 3.09 Listen to four business people talking about their worst flying experiences
and answer the questions.
a What was all the noise about on Emma's flight?
b How might Enrique's flight have ended in disaster?
c What surprised Joe on his flight to London?
d Who got lost on Joe's flight to Frankfurt?
e What was the strange request on Selina's flight in Asia?
2 Read this extract from the first conversation and underline the best grammatical choice.
B After a while, some of the passengers (a) were starting/ had been starting to get
nervous, me included!
A I'm not surprised.
B Anyway, eventually, after (b) we were sitting/ we'd been sitting there for about ten
minutes with no announcement and the i;ilane still not movini, (c) I said/ I'd said
something to one of the stewards and they (d) went/ were going and (e) opened/
were opening the door to see what (f) went/ was going on.
A And what (g) happened/ had been happening?
B The pilot (h) got/ had got in!
A You're joking!
B No, (i) they'd locked/ they'd been locking him out. Seems quite funny now, but it
(j) didn't/ wasn't doing at the time.
3 In the extract in 2 how many examples can you find of the:

Past Simple? D Past Continuous? D
Past Perfect Simple? D Past Perfect Continuous? D
4 According to publisher David Weinberger, 'most of our best conversations are about
stories.' How useful is it in business to be able to tell a good story? Do you agree that the
best ones are usually true?
5 Listed below are the typical stages in a story or anecdote. Add the expressions in the
box to the correct place in the list. They were all in the conversations in 1.
(a) And the strange thing was ... (b) And then, to top it all, ...
(c) Anyway, to cut a long story short, ... (d) But that was nothing compared to ...
(e) Did I ever tell you about the time I was ... ? (f) I ended up ...
(g) Seems quite funny now, but it didn't at the time. (h) This was around the time of ...
(i) Way back in (1985) it was. (j) You should have heard/seen ... !
□
---------
Opener
I'll never forget the time I was ...
Context
It's quite a few years ago now, but I can still remember it. □□
Emphasis
You're not going to believe this, but ... □□□□
Close
Anyway, in the end ... □□□
6 Tick which one of the closes could also come straight after an opener.
7 Match the following to make six things you might say while listening to someone
telling a story. They were all in the conversations in 1.
a You're goodness! d So, what terrifying!
b I don't joking! e Sounds happened?
c Oh, my believe it! f I see what you mean.
8 Tell the story of your worst (or best) travel experience to the rest of the class.
92 14 OUT AND ABOUT

The business lunch
1 What's the most expensive meal you've ever had? Was it worth the money?
Who was paying? Was it on expenses? Tell a partner about it.
2 Read the information below. Does it shock or amuse you?
Out to lunch This one's on me

n 1997 a London banker made the headlines when he One of the world's most expensive business lunches
was sacked for taking a five-hour lunch break - from ever was held in a top London restaurant back in 2002.
11.30am to 4.30pm! Luxury truffles were flown halfway around the world,
to form part of a specialist main course prepared
He won back his job after an industrial tribunal ruled that
exclusively for a group of six diners. In addition, the
he had been unfairly dismissed. The court decided that
dessert was prepared using gold leaf. The food and
ive hours is not an excessive amount of time to conduct
drink bill totalled a staggering £44,000!
business over a meal.
:::>o you agree with the court ruling? How could so huge a bill be justified?
3 3.10 You are in a noisy restaurant with a group of colleagues and have to
keep going outside to answer your mobile. Each time you come back in, the topic of
conversation has changed. Listen and see how quickly you can guess what it is.
4 3.10 Listen again and note down key words and phrases that helped you decide.
Compare with a partner and then check in the listening script on page 154.
.,
�
.
In company mterv1ews
. 5 Work in groups. Use the chart below to practise chatting over lunch with business
�• Units 12-14 contacts. Start off by talking about what you've just ordered and then keep changing the
subject as indicated until your meal arrives - it seems to be taking a long time! Try not to
interrupt each other too abruptly, but keep the conversation moving.
Anyway, ... Before I forget, ... By the way, ... Incidentally, ...
On the subject of... So, talking of... That reminds me ...
To change the subject for a moment ...
the best place

you've ever eaten in
a problem you're
having at work
14 O D ABOUT 93
14 Out and about
Vocabulary The art of exaggeration
3 Complete the conversation below using the words and

Storytelling phrases in the boxes.
Descriptive power
1-5 I'm telling you is literally like something out of
1 When describing things in a story or anecdote, try to you'H never guess you should have seen
avoid overusing (not) very + neutral adjective. Replace the
dull descriptions in bold with more interesting alternatives 6-10 I'm not exaggerating out of this world talk about
from the box. you'll never believe me tell you
absolutely ancient absolutely delighted (In a restaurant)

absolutely fabulous absolutely filthy absolutely hilarious A Did I tell you about my trip to Sweden?
drop-dead gorgeous quite inedible really fascinating B No, I don't think so. On business, were you?
totally pointless utterly astonished utterly furious A Yeah, but (1) j/ou'II never3uess the hotel the Swedes had
utterly miserable
booked us into.
total/_:; pointless B Somewhere posh, was it?
a The meeting was not uei y useful. A No, not exactly. It's called The Ice Hotel. Have you heard
b It was a very interesting book. of it?
c They were very happy about the idea. B No, I don't think so.
d The food was not very good. A Well, (2) __________ this place.
e The weather was very bad.
(3) __________ it was
(4) ___ _______ a James Bond movie!
f Their boss was very good-looking.
Right in the middle of nowhere. And completely built out
g Her apartment was very nice. of snow and ice!
h I was very surprised.
B What? You mean the walls were made of ice?
The whole thing was very funny.
A Walls, ceilings, doors, tables, beds, chandeliers, the lot!
j The PCs they were using were very old. The whole thing (5) __________ made
k He looked very angry. of ice!
The hotel was not very clean. B But, hang on. That's not possible, is it? I mean, it would
just melt!
2 If you do use neutral adjectives, try using a more A It does. They have to rebuild it from top to bottom
interesting adverb to describe them. Match the following
every summer.
pairs of adverbs to a suitable adjective from the box.
B You're joking.
beautiful dangerous difficult disappointing A No, it's true. But in the winter it's minus nine or
enjoyable expensive funny quiet something.
a hysterically I hilariously B So how come you didn't freeze to death?
b stunningly I breathtakingly A We nearly did. Let (6) -----------, it was
like an igloo in there. It's incredible! They even make their
C outrageously I prohibitively
glasses out of ice so you don't need any in your drink.
d immensely I thoroughly
B Now, you're having me on.
e bitterly I terribly
A No, it's true. (7) __________ All the
f deathly/ blissfully
glasses are made of ice.
g highly/ downright B Amazing! But it doesn't sound like the sort of place I'd
h exceedingly I fiendishly
want to stay in.
A Actually, it wasn't that bad once you got used to it. And it
was great at night, lying in bed under a reindeer skin,
looking up at the Aurora Borealis lighting up the
midnight sky. (8) __________
spectacular; it really was (9) ______________,
And, (10) ______ ___ who we bumped
into in the bar one night.
B Who?
A Naomi Campbell and Kate Moss!
B Oh, come on! You mean the models?
A Yeah, apparently, it's really popular with all the celebs.
It's where the cool people go, you might say.
B Yeah, very funny!
94 14 OUT AND ABOUT
Grammar
Phrase bank: Sharing anecdotes
arrative tenses 1 All the following phrases and expressions can
Kead the story about Pepsi A.M. and underline the best be used to share anecdotes. Add them to the chart
grammatical choices. according to their function.
OPENER CONTEXT
The Story of Pepsi A.M.
In the late 1980s Pepsi (1) thought/ was thinking it
(2) identified / had identified a lucrative gap in the
highly competitive soft drinks market: breakfast cola.
Although it (3) wasn't conducting/ hadn't conducted
very thorough market research, it (4) seemed/ was
seeming that a lot of young consumers (5) switched /
were switching from coffee to cola for breakfast. Pepsi's
R&D department promptly (6) went away/ were going EMPHASIS CLOSE
away and (7) came up with / had come up with Pepsi
A.M., a breakfast cola 'with all the sugar and twice
the caffeine'!
But what the company (8) wasn't realizing/ hadn't
realized was that the Pepsi drinkers (9) were / were
being perfectly happy with the normal brand. Pepsi
A.M., on the other hand, (10) sounded/ was sounding
like something you would only drink in the morning. Six
months after its launch it obviously (11) didn't sell/
wasn't selling.
a You're not going to believe this, but ...
�arketing experts (12) were/ had been quick to point b Anyway, to cut a long story short ...
out the company's mistake. What (13) had it thought c Did I ever tell you about the time I was ...?
of? I had it been thinking of? At a cost of millions, it d So, in the end, what happened was ...
(14) had developed/ had been developing a product e It's quite a few years ago now.
nobody actually (15) needed! / was needing! f I'll never forget the time I was ...
Pepsi A.M. (16) was/ had been immediately withdrawn. g Talking of ..., that reminds me of the time I ...
h You should have heard/seen ... !
And then to top it all, ...
'ou use the Past Simple to talk about the main events in a
j This was around the time of ...
.· ory or to give factual information about the past.
k And you'll never guess who/what/where ...
ou use the Past Continuous to talk about the things
Seems quite funny now, but it didn't at the time.
appening at the same time as these main events. Events in
die Past Continuous are often interrupted by those in the m And the strange/funny/silly thing was ...
Past Simple. Reactions
ou use the Past Perfect Simple and the Past Perfect
Continuous to look back from the time of the story to
2 Switch the endings in bold below to make 14
common reactions to anecdotes. The first two have
n earlier time, but the Past Perfect Continuous usually
been done for you.
emphasizes the activity rather than its completion. For this
xason, it is not normally used with 'state'verbs like be, know, a I'm not awful! •�-----,
•em, understand, mean and like. b I can blame you!
c How serious!
d What a goodness!
e You're you!
f Sounds surprised!.-�--�
g You can't be odd!
h I don't imagine!
Wow, that's really?
j Oh, I see what happened?
k Were you amazing!
So, what you mean!
m Oh, my nightmare!
n Lucky joking, right?
14 OUT AND ABOUT 95

Delegation
1 How do you think the woman
Learning objectives: in the cartoon feels about her new
Unit 15 project? What feelings do you
People skills Identifying
information needed for think the manager and the woman
delegation; Discussing have about each other?
management styles; Fluency:
Effective delegation and
appropriate management styles
2 What information do you need
Reading Biog post on delegation to specify when you delegate a task
Listening Presentation on to someone? Compare your ideas
management styles; Three "This Is a major project of utmost importance, but It has no budget.
with a partner. no guidelines, no support staff, and it's due In 15 minutes.
managers delegating tasks At last, here's your chance to really Impress everyone!"
3 Read the blog post quickly and match the headings in the box to the paragraphs.
Check Deadline Method Objective Means
When assigning tasks to your staff, always give them a clear action plan.
Depending on your team's skills, experience and autonomy, you will nee
to specify some or all of the following points:
1
Make sure your people know exactly what they are supposed to achieve
and, mos importantly, why. Nobody likes working in the dark!
) :
Explain clearly how you would like the job done, or, if you
are leaving the choice to one of your staffers, what options
are available. There's always a best way to do things, but
your folks may not agree on what it is.
3
Give your co-workers clear guidance as to what tools they can use,
the budget available and what help they can expect from you, from their
subordinates and from their peers.
4
Your associates will need to know exactly how much time is available in
order to plan their work and deliver on time. Make sure the timeframe is
realistic; avoid the temptation to 'move the goalposts' at a later date.
5
Never, ever delegate a task to a team member without evaluating the
results and giving them appropriate feedback . Nothing damages a
colleague's motivation more than knowing it makes no difference whether
they do a job well, badly or no at all.
4 Reread the blog post. How many of the poin ou discussed in 2 are mentioned?
5 Underline all the words in the text that mean 'e oyee(s)'. Which ones are used in
your company, by your suppliers or by your cus o ers? How do you prefer to refer to your
colleagues? How do you like your manager to o: ou?
96 15 DELEGATION
6 3.11 Write the headings from the blog post in 3 in the left-hand column of the
table. Then listen to three managers delegating tasks. Which points does each manager
specify? If they omit some points, why is that?
Manager 1 / Daniel Manager 2 / Gina Manager 3 / Pete

1
2
3
4
5
7 What is the difference between the four management styles in the box below? Which
stage on the timeline of staff development is each style likely to be most suitable for?
Coaching Delegating Directing Supporting
one month six months one year two years
8 3.12 Listen to part of a presentation about management styles and complete the
diagram below. Then listen again and check your answers to 7.
2
5 4
6 3
1
high----------------- low
Staff development level
9 3.11 Listen again to the three managers in 6. Which management styles are
they using?
10 Which style(s) do you feel most comfortable with when working with a superior?
Which do you prefer when working with subordinates? Give examples.
11 Work with a partner to practise delegating tasks. In each situation, decide which
management style is appropriate and which points in the action plan need to be specified.
Speaker A look at page 119. Speaker B look at page 132. When you have finished, use the
checklist on page 137 to help you evaluate your performance.
MANAGEMENT
SCENARIO
Change champion
I
Management
scenario D
skills Discussing implementing
change successfully; Identifying
the stages for managing change;
Fluency: Meetings to implement
change
Reading PowerPoint slide on
managing change
D1: Imposing changes;
D2: Managing change 1 Give examples of how you or other people have made successful changes in lifestyle or
organization of work.
2 Match the stages in the change staircase in the cartoon to

people's needs (a-h) at each stage.
People need:
a to be shown that the change is feasible.
b to understand why they should change and what the
benefits are.
C an incentive to start the process.
d to understand the process and the tools that are available to
help them.
e to be motivated.
f to be congratulated and to celebrate their achievement to
reinforce good habits.
g to be motivated to continue to follow the new process.
h to be to be encouraged and accompanied.
3 Format the email from CEO Sue Jensen to staff at Blue Rock with all necessary
punctuation and spacing.
to all staff re travel and entertainment as from the first of next month several
changes will be introduced to our travel policy and expense claims procedures as
in the past all travel must be approved by senior management however our travel
bureau's contract has been terminated and staff should make their own bookings
and arrangements please note that from now on only economy-class travel will
be reimbursed hotel accommodation should no longer exceed a three-star rating
or local equivalent staff are also reminded to use public transport in preference to
taxis whenever possible and to obtain separate receipts for all meals and other
necessary expenses finally when entertaining visitors or local contacts you will now
need to provide a justification statement and a guest list containing names titles and
occupations of every guest I know I can count on you all to ensure these changes are
implemented as smoothly as possible Sue Jensen CEO Blue Rock
98 D CHANGE CHAMPION
4 Read the email again and answer the questions.
a What four changes are being introduced?
b Which three things have not changed?
c What is the situation in your own organization regarding travel and
entertaining clients?
d What objections might Blue Rock staff have to the changes?
In company ;
in action a•• • 5 Now watch video Dl to see Sue talking to Jack Wright from Operations and number
□□ □□
the problems in the order they are mentioned.
booking flights D a computer problem admin time
imposing changes D public transport company credit cards
6 What do the following phrases tell us about Sue and Jack's attitudes and feelings?
pretty risky What's not to like about it? that's not exactly the message that comes across
don't take my word for it they soon get used to it
7 Complete the PowerPoint slide on Managing Change with the words in the box.
benefits champions communicate need resources
steps to Managing Change

explain the ______ _ _
help people to understand why change is necessary
explain the ________
show people why the change is in their interest
recruit change ________
identify and train key people to lead the change
provide tools and ________
make sure people have ever ything they need to make the change
continue to ________
celebrate success, monitor and consolidate the change
8 Look at Sue's email and what she said in the video and compare them with the
PowerPoint slide. What mistakes has she made? What advice would you give her?
In company
in action a••; • 9 Now watch video D2 to see Sue talking to Ed Ryan. In addition to the five steps to
Managing Change, what additional piece of advice does Ed give?
10 Watch the video again and answer the questions.

a What does Ed mean by 'more wes' and 'fewer yous'?
b Why does Sue want to make changes?
c What is Ed's solution to the problem with booking flights online?
d Why does Ed suggest holding regular meetings?
11 Match each phrase below to the relevant step 1-5 in Managing Change in 7.
circulating the figures the people with the most air miles virtual credit card numbers
more control over when and how they travel get people on your side
12 With a partner rewrite the email in 3 in a more collaborative style. Explain the need
for change and the benefits; invite key Blue Rock staff to a meeting to decide how to
implement change, what tools and resources they will need, and how the organization can
continue to communicate about the change.
13 Work in small groups to hold meetings about changes in your company. Speaker A see
page 134. Speaker B see page 136. When you have finished, use the checklist on
page 124 to help you evaluate your performance.
D CHANGE CHAMPION 99
Teleconferencing
1 Is business travel a perk or a pain? With today's sophisticated telecommunications,
how much of it is really necessary? Are business trips being cut back from company
budgets?
Teleconferencing is so
rational, it will never succeed.
2 George Mackintosh is the serial entrepreneur who set up Geonconference, at one time
John Naisbitt, Megatrends Europe's fastest-growing teleconferencing company. Do you agree with what he says?
Videoconferencing is never going to eliminate the

What's the best thing need for at least one face-to-face meeting. If you
about teleconferencing? are doing business with someone for the first time,
And the worst? I don't dispute the fact that you need to meet them,
look them in the eye and shake their hand. After
that it is likely you are going to be speaking to
them on the phone or by email. Videoconferencing
Unit 16 allows you to have a more personalized
Discussing potential uses of relationship.
tele- and videoconferencing
facilities; Discussing action in a
crisis; Completing the minutes
of a teleconference; Roleplay:
3 Read the web page below, which presents Cisco's
Holding a teleconference TelePresence videoconferencing system, and answer
Reading Website extract: the questions.
Business benefits of
TelePresence; Emails about a film
a What is the 'paradox' the web page describes?
shoot b How does TelePresence solve this problem?
Listening An unexpected
phone call; An emergency
teleconference
Vocabulary Teleconferencing,
Personnel and production
Grammar Reporting
Phrase bank Teleconferencing
Business benefits
We live in a world of paradox.Technology has allowed us to establish economically advantageous business
operations worldwide. However, to excel in today's fast-moving business environment, you have to interact
and collaborate with co-workers, partners, and customers all over the world at a moment's notice.You need
to continuously innovate and transform your business model to maintain competitive edge.And you need to
plan ahead to respond rapidly to unexpected issues that affect business continuity.
At the same time, much of business is still done based on the quality of your relationships with the people
with whom you interact most often.To build and maintain these critical relationships, you often need to
travel, which translates to lost time and reduced productivity, not to mention valuable time spent away from
home and family.
All of this points to the need for a technological solution that allows the same type of face-to-face business
interactions, without the constant need for global travel. That's where the concept of Cisco TelePresence
comes in. It allows for real-time, face-to-face communication and collaboration over the network with
colleagues, prospects and partners, even if they're in opposite hemispheres.
4 Find two-word phrases in the web page which mean:
a how your business works
b an advantage you have over your competitors
c making sure your business can still operate even in a crisis
5 3.13 Now listen to a short commercial for TelePresence. Cisco recommends the
system for the following kinds of meeting. Which do you think it would be best suited to?
Would you use it?
• design team meetings • consultations with vendors, suppliers and clients
• in-company executive meetings • job interviews
• product demonstrations • project meetings
• sales presentations
6 Which types of meetings above have you experienced? Have you used teleconferencing
equipment for them?
Trouble at the plant

1 3.14 Peter Devlin is CEO of the European division of Oriflamme, a manufacturer of
candles and home fragrance products. Currently on a business trip to Vancouver with his
marketing director Monica Brookes, Peter was woken at 2 am by an unexpected phone call
from his plant manager in Hamburg. Listen to the conversation and answer the questions.
a What has happened at the Hamburg plant?
b Why didn't Max have any alternative?
c What happened last time there was a similar disaster?
d What does Peter suggest doing now?
2 Complete the phrasal verbs in the following sentences from 1 with the correct
preposition. Use the synonyms in brackets to help you.
a We're going to have to shut _____ the Hamburg plant immediately. (close)
b Otherwise, the whole thing could go _____ ! (explode)
c We'll have container lorries backed _____ from Hamburg to Lubeck. (queueing)
3 You also heard the following idiomatic expressions in 1. Can you remember the missing
words? The first two letters are given. Use the definitions in brackets to help you.
a Who on e�----- can that be? (I have no idea who this is.)
b All h<--------'s broken loose here. (Everything's in chaos here.)
c Everything grinds to a h�----- (Everything comes to a complete stop.)
d There's not a mo_____ to lose. (We must act immediately.)
e I'm sorry to get you up at this unearthly ho_____ ... (I don't like to disturb you
so late/early.)
4 Work with a partner. List the implications of a crisis like the one above.
5 Now match the words below to produce some implications. Did you include them
in your list in 4?
a a backlog of bottleneck
b a production hazard
C a safety productivity
d a fall in orders
e a damaged man-hours
f adverse reputation
g lost deliveries
h delayed publicity
16 TELECONFERENCING 101
6 Work with a partner to discuss what immediate action Oriflamme should take to avoid
the implications in 5.
7 3.15-3.17 Listen to three extracts from Oriflamme's emergency teleconference to

decide what action to take. Answer the questions.
Extract 1
a Who hasn't been able to join the teleconference?
b Where are Peter and Monica?
c How long will it take to fix the problem at the plant?
Extract 2 Ha
a What state is the plant in? o·
b Why can't the orders be met completely?
p
c Describe Monica's response to Peter's suggestion that they buy products from their
competitors to sell on to their customers 'to cover the shortfall'. A
enthusiastic D N
negative □
positive □
hostile □
lukewarm □
cool □
Extract 3
a Why may Handelsmann be prepared to help?
b Is there still a safety hazard at the plant?
c What arrangement does Peter make with Otto?
02 16 TELECONFERENCING
I MMUNICATION
8 The minutes below were taken by Frarn;:oise Fleurie directly after the teleconference.
Complete them using the verbs in the box.
Points 1 and 2
assure authorized confirmed ensure estimated informed keep
Points 3 and 4
agreed follow mentioned Okay'd opposed pointed proposed
reach report smooth
Hamburg Plant Shutdown: Minutes of the teleconference

Date: 12thMarch
Participants: Peter Devlin, Monica Brookes, Max Schiller, Otto Manser. Frangoise Fleurie
Apologies: N/A
Next teleconference: 12 pm ET
Point Details Action
1 Situation report PD that a total shutdown of the OM to PD up to

H'burg plant has been officially date on any changes in the
OM us that the site had been situation
evacuated in order to conduct safety checks,
but was later able to us that
the situation has now been brought under
control.
2 Repairs MS that repairs will probably MS to oversee and

estimate take three days to carry out. The main completion of repairs within
reason given for the delay was the amount three days
of time needed to obtain a replacement heat
exchanger (48hrs).
3 Production plan PD rewriting the production OM to a

plan to give priority to key customers, but compromise re main
OM out that we hold insufficient customers' orders and
reserve stocks to fully meet current orders. It back to PD
was generally that our European
plants are too overstretched to transfer
goods to H'burg.
4 Traded goods PD's suggestion that traded goods be FF to up the

bought in from another supplier was initially Handelsmann offer and
by MB on the grounds that it things over with
would damage Oriflamme's reputation. FF key customers
the possibility of Handelsmann
being able to help us out. This was
provisionally by PD.
Desert island blues
The RJK Group is one of the world's leading advertising agencies with an impressive list o
blue-chip clients. At the moment RJK (UK)'s top creatives are on location on the remote
island of Oamu-Oamu in the South Pacific, filming a commercial for Vivacity, the new
shower gel range from French cosmetics and toiletries giant Eternelle. But after eight days
on the island, the film shoot is turning into a disaster.
Step 1
Work in groups of three. You are the senior management of RJK (UK). Add your names to
the organigram below.
RJK Group President
Nathan T. Auerbach
CEO RJK (UK)
CFO RJK (UK) Creative Director RJK (UK) Account Director RJK (U
Gavin Hartnell
Film Unit Director (freelance) Senior Account Manage

Ridley Hurs Amelia Devine
Account Manager
Jason Roberts
Step 2
You are about to take part in a teleconference to decide what to do about the situation.
First check your latest email and make a note of any points you want to bring up.
Speaker A CEO of RJK (UK): You are currently attending an international conference::
Milan. Read emails 1 and 2 on page 125.
Speaker B Creative Director, RJK (UK): You are currently in the middle of a pitch for -
€15m Heine account. Read emails 3 and 4 on page 133.
Speaker C Account Director, RJK (UK): You are currently on two weeks' holiday in
Mauritius. Read emails 5 and 6 on page 135.
Step 3
Hold the teleconference using the agenda below. The CEO should chair the meeting.
Report what you have learned from your email and try to commit to a definite course
action on which you all agree. The final decision, however, is the CEO's.
Agenda: Eternelle Account - Vivacity Shoot

1 Situation report: Clarification of the situation on location
2 Financial considerations: Eternelle account - budgetary constraints
3 Action plan:
• Change of location? If so, where?
• Switch to studio filming? Implications?
• Change of actress? Contractual problems?
• How to present change of plan to client?
• Any other suggestions?
16 Teleconferencing
Vocabulary
Teleconferencing
1 Complete the puzzle using the extracts from the teleconferences in this unit.
a Okay, so we're just___ ___ for Otto.
b Let's go__ · __ and get the meeting started.
c Max, could you first of all just__ _ us in on what's going on?
d Well, Pete, it's difficult to say at the___
e I'll see whatI __ do.
g Monica, is there any___ _ in us buying in traded goods?

h Pete, you know how I ___ about buying from the competition.
Just for the time_
What ____ ______ do we have?
k CanI___ in on that?
I've already__ _ on to Handelsmann.
m Okay, get back to them and see if we __ hurry things up a bit.
n And get somebody in after-sales to_ __ round all our biggest customers.
o Okay, I'll see to it
p Otto, keep me posted if there's any___ _ _ in the situation.
Personnel and production 4 Which of the collocations in 3 refer to:

Organizational issues a unprocessed materials?
b where the factory workers put the products together?
2 Combine one word from the box on the left with one c a group of workers and managers who meet to discuss
word from the box on the right to complete each sentence
quality?
below.
d a series of suppliers selling on raw materials and finished
human incentive prospects benefits components to manufacturers?
promotion appraisal scheme interview
fringe job satisfaction resources
These days people talk about ________

Grammar
a
rather than personnel.
b Rates of pay, recognition and opportunities for personal
Reporting
growth contribute to overall ________ 1 Look at some silly things politicians have said and report
c An ________ is one way of monitoring each, making grammatical changes where necessary, e.g.
employee performance and personal development. have(n't) ___. had(n't), did(n't) ___. had(n't) done, I___. he,
d ________ include health insurance, a this___. that, etc.
company car and contributory pension plan. a We have managed to distribute poverty equally.
e For hardworking and ambitious young managers there Vietnamese Foreign Minister, Nguyen Co Thach
are excellent ________ Mr Thach announced that ____________
f Many companies operate an ________ b I have opinions of my own, strong opinions, but I don't
commissions, bonuses and so on. always agree with them. US President George Bush Sr
President Bush affirmed that ___________
Operations management
C I will not tolerate intolerance. US Senator Bob Dole
3 Listed below are some of the terms commonly used Senator Dole insisted that ____________
in production departments, but the second word in each d It isn't pollution that is harming the environment - it's
collocation has been switched with another. Can you switch the impurities in our air and water that are doing it.
them back? US Vice President Dan Quayle
raw goods safety defects Vice President Quayle pointed out that
zero regulations stock line
quality chain finished materials e I haven't committed a crime - whatI did is fail to comply
assembly control supply circle with the law. New York City mayor, David Dinkins
Mayor Dinkins denied that ___________
2 Read the meeting extracts and write a summary of each Niels Anna and I think the situation should be reviewed.
using the words in brackets to help you. (both Anna/Niels/recommend/review/situation)
Jon First of all, I'd like to hear your views on this.
(Jon/open/meeting/invite/comments/ group) Niels Well, I'm very much against these spending cuts.
/on ooened
r
the meetina
r
..__
hu
...,r
invitinq
......
commentsr
f;-om the...r
aroutJ.
,
Jon But they won't affect your department, Niels.
Anna I don't think this training programme is necessary. Anna Jon's right. These cuts won't affect us.
Niels Neither do I. (there/be/some initial opposition/spending cuts)
(Anna/question/need/training programme. Niels/be/same
opinion) Anna So, you see, Niels, the new system will actually be
an improvement.
Anna And what about the training budget for this? Niels Hm, well, on reflection, I suppose you're right.
Jon I haven't made up my mind about that yet. Jon So do I take it we're now in agreement on this?
(Anna/raise/issue/training budget. Jon/reply/not come/ (issue/finally/resolve)
decision)
Jon I think this is an excellent proposal.
Niels So the board's okay about this? Anna So do I.
Jon Absolutely. Niels Me too.
(Jon/confirm/project/give/go-ahead) (there/be/unanimous agreement/proposal)
Jon How about bringing in consultants? In reports:

Anna I don't think that's a good idea. • it is more important to communicate the basic message
(Jon/wonder/if/be/good idea/bring in consultants. than to repeat the exact words that were spoken.
Anna/be/against) • we tend to use the passive when what was said is more
important than who said it. It was suggested that ...
• long conversations are often summed up in a simple
noun phrase. There was some disagreement ...
Phrase bank: Teleconferencing

Across
2 Before we start, could we all just
ourselves? (9)
4 Okay, let's go and start. (5)
6 Sorry, I had a bit of getting
through. (7)
8 So, just to on what we've said
so far. (5)
13 Let's try to keep to a
minimum. (13)
14 Sorry, I can't you very well. (4)
16 So, are we all on that, then? (6)
17 I suggest we item three until
Beatrice can join us. (8)
18 Can we take a quick on that? (4)
Down
1 Looks like we're just for Stefan.
(7)
2 Can we keep our quite short? (5)
3 I think that just about
everything. (6)
5 Did everyone get a copy of the _____ ? (6) 11 Could everyone in _____ just
7 I'd like to be_ _ _ _ _ by 11 if that's okay with everyone. (8) say 'Yes'? (6)
8 Right, we're _____ short of time, so let's move on. (7) 12 Let's move _____ on to item four. (8)
9 Could I just in here? (4) 15 ----- to the meeting, everybody. (7
10 Elise? Hello? We seem to have _____ Elise. (4)
106 16 TELECONFERENCING
Negotiating deals
1 Work with a partner and answer the questions.
a Are you a good negotiator? Work in groups of three to try out your negotiating skills.
Don't ever slam a door. You Speaker A see page 126. Speaker B see page 127. The third person in the group should
mi ght want to go hack in. observe and take notes on the kind of language the other two use.
b Speakers A and B, did you reach an agreement or did you get into an argument? What
::Jon Herold, US negotiator
was the main problem you faced?
C Try the negotiation again, but this time read the extra information on page 123 first.
The observer should again take notes.
Are there any business
d Was the negotiation easier this time? Did you manage to reach a compromise? Find
contacts you wish you'd
out from the observer if the language used was different in the two negotiations.
kept in touch with?
2 3.18 Listen to a management trainer giving feedback to some trainees who have
just finished the negotiations in 1. Do you agree with the analysis?
Unit 17
Business communication skills 3 Complete the phrases by matching the compound adjectives. Then match each phrase
egotiating a tricky situation; to its definition. You heard all the phrases in 2.
Identifying negotiating tactics;
a a single- sum game one which is very direct
Fluency: Negotiating a contract
Reading Analysis of a b a long- win situation one from which both sides feel they've gained
negotiation; Article about the C a win- issue negotiation one that lasts
music business
Listening Negotiations; People d a one- term relationship one where one side wins what the other side loses
talking about negotiating e a zero on conflict one that happens only once
strategy; Meeting: signing a
new band f a head- off deal one where only one topic is being discussed
Vocabulary Negotiations
Grammar Diplomacy and 4 You also heard the following expressions in 2. Can you remember the missing words?
persuasion The first few letters are given. The definitions in brackets may help you.
Phrase bank Negotiating
a In company interviews a There's little room for ma,,_______ (It's difficult to change your position.)
Units 16-17
b win at all co_,______ (do whatever you have to do to win)
c It simply wasn't worth the has�----- (It was too much trouble.)
d The negotiation ended in <lea�----- (Neither side was prepared to move.)
e resort to emotional blac (make people feel guilty to get what you want)
f reach some kind of comp (an agreement that partially satisfies both sides)
Negotiating style
1 Work with a partner. Listed below are the eight most common high-pressure tactics
negotiators use. One of you should match the first four to their description. The other
should match the second four. Then compare notes.
The shock opener Make it look as though you are ready to leave the negotiating table if your
demands are not met, that you are not prepared to move an inch further.
The strictly off-limits ploy
Point out at the start that, though you are prepared to negotiate A, B and C; X,
The take-it-or-leave-it
Y and Z are definitely not negotiable.
challenge
Having obtained a concession from your opponent, inform them that you need
The 1'11-have-to-check-with
your boss's approval before you can do what they ask in return.
head-office ploy
Make a ridiculous initial demand (or offer), but keep a straight face as you
The good cop, bad cop
make it. This works particularly well on inexperienced opponents.
approach
Don't make all your demands right at the start. Make a small demand and get
The once-in-a-lifetime offer
agreement on it before you make the next, and the next ...
The salami technique
Pressurize your opponent by suggesting that the offer you're making is only
The last-minute demand for a limited period and if they don't act quickly, they'll miss it.
After the deal has been done, make one modest extra demand in the
hope that your opponent will not want to jeopardize the agreement for one
small detail.
One of your team is friendly and flexible, the other unpleasant and
unreasonable. Your opponent will want to please Mr/Ms Nice to avoid
Mr/Ms Nasty.
2 How might you respond to each of the tactics in 1? Can you see any risks in using
them yourself?
3 3.19-3.20 Listen to extracts from two different negotiations. Which tactics in 1

are they trying to use? How successful are they?
Extractl DD
Extract2 DD
4 Work with a partner. One of you should reconstruct sentences a-j from the
negotiation extracts in 3 by putting the bold words in the correct order. The other should
reconstruct sentences k -t. When you have finished, check your answers together.
a Okay, so, do take agreement we're in on I it volume?
b Wouldn't it be a idea before talk to good we prices go any further?
c But in happy principle taking about you're 40 cases, right?
� \,��\__,�'t\<:..��\,�t.t.\.'\.\.\_t.o a fot moment.
e Can you give us some what idea of kind figure were you thinking of?
f There seems slight a been have to misunderstanding.
g With prices respect simply are your not competitive.
h I'm afraid that absolute really bottom our is line.
l Let's set the 12rice side moment the issue to one for, shall we?
\ '::_\\\.\\.""..�� lx.�� '<.'lie.� 1.'2. �arts and months' as in well.
k Now, I can't fairer that say than, now can I?
I What we'd really like to movement see is more on bit a price.
m A 6% discount quite is had not what in we mind.
n We were closer hoping something for bit a to 10%.
o I don't think stretch far could I as as that.
p Surely sort we something out can here.
q Would meet willing be you to us halfway?
r We might position be a increase to in our order.
s We'd need to bit on flexibility see a more terms of payment.
t I suppose manoeuvre room there be may some for there.
108 17 NEGOTIATING DEALS
5 Look back at the expressions in 4 and answer the following questions.
a Find two phrases which mean 'bad news coming'.
b Explain the use of the word seems in f).
C If you change sentences e) and n) into the present tense, does this make them sound
more or less negotiable?
d Do the question tags in i) and k) make it easier or more difficult to disagree?
e Does the negative question form in b) make the suggestion:
more persuasive? 0 more diplomatic? 0 both? 0
f Why do you think the speakers use words like slight, some, a bit and quite?
g What is the overall effect of changing:
wouldn't to isn't in b)?
can to will in e)?
could to can in o)?
would to are in q)?
might to are in r)?
may to is in t)?
6 The following expressions from the negotiations in 3 show strong disapproval, but
think twice before using them yourself as they may cause offence. Complete them using
the pairs of words in the box.
joke + something lot + that other + time way + earth
a Is this meant to be some kind of _____ or _____ ?

b There's no _____ on _____ I'm paying you €4!
C Oh, come on! You'll have to do a _____ better than ______
d Frankly, I think we're wasting each _____'s _____ here.
7 3.21-3.23 Listen to three experienced negotiators talking about strategy and

answer the questions.
Speaker 1 Why isn't win-win a realistic outcome?
How can a friendly attitude be counterproductive?
Speaker 2 Why is silence more powerful than talking?
In what way is listening 'gold'?
Speaker 3 How do you avoid pointless debates?
What are the two most useful phrases in a negotiation?
8 Discuss the meaning of the following idioms with a partner. They were all in 7.
a Give them an inch and they'll take a mile.
b Play your cards close to your chest.
c They can talk till the cows come home.
Negotiating a recording contract
1 What kind of music are you into? Compare your tastes with a partner.
2 Work with a partner to answer the following questions. If you've no idea, just have
a guess! Then check your answers in the article.
a Which is the world's wealthiest rock band?
b Who are the world's four most bankable solo performers?
c What is the bestselling album of all time?
d What are the two bestselling singles of all time?
e Which pop song has been recorded in over 2,000 versions?
l The world's biggest band 4 Bankability

When Mick, Keith, Charlie and Ronnie come on stage Today's most profitable solo performers remain Madonna,
to 40,000 adoring fans, they have the satisfaction of Elton John, Celine Dion and Garth Brooks. The back
knowing that the Rolling Stones are easily the world's catalogues of Sinatra and Elvis also bring in millions. In
wealthiest rock band. Having generated more than $1.5 fact, dead Elvis started out-earning live Elvis in 1988. The
billion in gross revenues since 1989, two thirds of that version of 'Candle in the Wind' Elton John sang at the
earned on tour, they have made more money than even funeral of Princess Diana overtook Bing Crosby's 'White
fellow megastars U2, Bruce Springsteen and Sting. Christmas' to become the world's bestselling single of all
time and the most recorded pop song ever is The Beatles'
2 Financial acumen 'Yesterday' , which exists in over 2,000 different versions.
But the real money has always been in albums, not
Now firmly established rock legends, the Stones are also
singles. The top seller is Michael Jackson's Thriller, which
a rock-solid business. It was their chief financial advisor,
has sold over 100 million units worldwide, more than
London banker Prince Rupert zu Loewenstein, who was
double the most successful albums of runners-up AC/DC,
first to see that, whilst concerts make the most money,
the Eagles and Backstreet Boys.
music rights provide the steadiest income stream. And
though the Stones may never have produced a real
5 Rights and rip-offs
blockbuster on the scale of Fleetwood Mac's Rumours or
Pink Floyd's Dark Side of the Moon, Jagger and Richards With this kind of money at stake, it's not surprising that
have made over 40 albums and written more than 200 the relationship between artist and record company
songs. Each time they get airplay, they collect 50% of the can be an uneasy one, with young up-and-coming
royalties.According to Fortune magazine, that amounts bands often too dazzled by the prospect of stardom to
to $56 million in the past decade. Microsoft® alone paid look closely at the small print in their contracts. Even
them $4 million to use 'Start Me Up' in the Windows 95 established performers like Prince and George Michael
commercial. have had well publicized clashes with their management.
Courtney Love wen so far as to file a lawsuit against
3 Big business Geffen Records o be released from her contract. And
Mariah Care found herself in the opposite situation,
The music business has come a long way since the
reputedly bei g paid o o the tune of £19.5 million
Stones started out in the 60s. In those days record
when · rgin Records decided it didn't want to record her
labels like Motown, Island and Elektra all had their own
after all.
distinctive sound, and you could have a string of top
ten hits but still barely be able to afford the bus fare
home from your latest sell-out gig. These days just five
major music companies - UMG, Sony, Warner, EMI and
BMG - control 75 to 80% of all commercially released
recordings and the sums of money involved are huge.
3 Find words and phrases in the article which mean:
a money earned before tax and costs (paragraph 1)
b the most regular source of money (paragraph 2)
c highly successful album, book or film (paragraph 2)
d money paid to artists each time their work is sold or performed (paragraph 2)
e a series of bestselling records (paragraph 3)
f a musical performance to which all the tickets are sold (paragraph 3)
g earning more than (paragraph 4)
h likely to become popular soon (paragraph 5)
excited at the chance of becoming stars (paragraph 5)
j the details in a contract - often limiting your rights (paragraph 5)
k angry disagreements (paragraph 5)
4 3.24 A major record label is considering signing a new band. Listen to an extract
from a meeting between their A&R people (talent scouts) and senior management.
a Why does Kate think they have to sign the band quickly?
b What are the band's strengths?
c Why isn't Ronnie as impressed as Kate?
d Why does Ronnie sound more enthusiastic at the end of the meeting?
5 Work in two teams to negotiate a recording contract between the record company and
the up-and-coming rock band you heard about in 4.
Team A You are representatives from the band The Penitents and their managers. The
high-profile record company Starburst is interested in signing your band. See page 126 for
your negotiating objectives.
Team B You are executives from the record company Starburst and their lawyers. You
; . .
� In company interviews are interested in signing the promising new band The Penitents. See page 137 for your
&:i:.i• Units 16-17
negotiating objectives.
17 Negotiating deals
Vocabulary Negotiating procedure
4 Complete the phases of a negotiation using the nouns

Negotiations in the box.
Sounding out your opponent
atmosphere breakthrough champagne concessions
1 Complete the questions using the prepositions in the box. deadlock details interests options phase position
procedure proposals strategy table time-out
about at for of towards with
What sort of ... 6 11

a figure were you thinking ? create a good make counter return to the
b terms would you be happy ? negotiating
C discount were you hoping ?
d delivery time are we talking ?
e timescale are we looking ?
2 7 12
f deadline are we working ?
agree on a trade discuss the
Discussing terms basic
2 These are all key points you may want to discuss in a
negotiation. Write in the missing vowels.
pr_c_ c_ns_gnm_nts 3 8 13
d_sc__nt m__nt_n_nc_
state your reach a make the final
cr_d_t d_l_v_ry t_m_ opening
v_l_m_ p_ym_nt t_rms
tr_nsp_rt_t__ n sp_r_ p_rts
p_ck_g_ng _xch_ng_ r_t_
d_c_m_nt_t__n _ft_r-s_l_s s_rv_c_ 4 9 14
g__r_nt__ p_n_lty cl__s_s explore each col fora work out the
other's
3 Complete the negotiator's proposal using the words and
phrases in 1. Which one is not needed?
Well, on a repeat order of this (1) _____ 20,000
units - we'd be able to offer you what I think you'll agree 5 15
is a very generous (2) _____ of 17%. I think you'd
enter re e- • your crack open the
also find our (3) _____ extremely favourable - 120 bargair, g
days' (4) ______ of course - and we'd cover any ;::
fluctuations in the (5) _____ between the dollar and

the euro.
We'd also be prepared to include in our quoted
(6) _____ all (7) _____ costs.That is to
say, we'd handle the shipping charges, insurance and
all the necessary (8) _____ to save you doing
the paperwork yourself. We would have to use the
same carrier for each delivery, however, which means
the (9) _____ would be 14 days. I hope that's
acceptable to you.
Now, all our products come with a three-year
(10) _____ which includes full (11) _ __ _ _
and (12) ______ There's also a free 24-hour customer
helpline, so your customers would be getting excellent
(13) ____
I think we could also be fairly flexible on (14) _____
if you decided to increase or reduce your order from time
to time.
So, that just leaves the question of (15) ______
We normally use styrofoam containers ...
l 12 17 NEGOTIATING DEALS
I Grammar
Phrase bank: Negotiating
omacy and persuasion The following negotiation expressions are grouped
a the negotiation extracts. Make the direct remarks according to their function. Alternate letters are
_ •·plomatic and persuasive using the words in brackets missing from key words. Complete them.
• you.
Then circle the appropriate heading for each.
Agreement / Probing
-� · is still too expensive.
a Can you give us some i_e_ of delivery times?
a.Eraid/would still/a little out of/price range)
b What k_n_ of figure were you thinking of?
,1fiwrl {/,at would still l,e a little out ofour price rat�9e.
C We were hoping for something a bit c_o_e_ to
'ell, how much do you want to pay? $3,000.
- ·hat sort/figure/did/in mind) Agreement / Flexibility
-12 per unit. d So, in p_i_c_p_e, you're happy with the
were thinking/somewhere/the region of/$12 per unit) proposal, right?
; I can't go as low as that. e So, do I take we're in a_r_e_e_t on payment
fbe honest/not/a position/quite/low/this stage) in installments?
gotiation 2 Probing / Compromise
- You said we'd get 90 days' free credit. f Would you be w_l_i_g to meet us halfway?
were promised/90 days' free credit) g Surely, we can s_r_ something out here.
,., Yes, but you said you'd be placing a larger order. Flexibility / Agreement
respect/was understood/rather larger) h I suppose there may be some room for
- Look, this is getting us nowhere. We want free credit. m_n_e_v_e there.
doesn't seem/getting/very far/afraid/must insist/ free I don't think I could s_r _t_h as far as that.
credit) We might be in a p_s_t_o_ to increase
Well, I can't offer you that unless you increase your our offer.
order. k What we'd really like to see is a bit more
(unfortunately/unable/offer/you're prepared/slightly) m_v_m_n_ on price.
. · egotiation 3 We'd need to see a little more
We need a commitment from you today. f_e_i_i_i_y in terms of interest rates.
(had/hoping/some kind) Miscommunication / Concessions
Impossible! We're still unhappy about these service m Okay, I'll t_r_w in free service and maintenance
charges. as well.
(this point/might/a bit difficult/not entirely/service n I can't say f_i_e_ than that, now can I?
charges) Compromise / Rejection
But you said you were okay about those! o 3% is not quite what we had in m_n_.
(was assumed) p I'm afraid that really is our absolute bottom
3 Not at all. Look, I think we should go over these figures l_n__
aga'm. q "N1.'t'n r _ s _ e _ 't, your 'terms are s·1mp\y not
(afraid/ shouldn't we/figures/ again) competitive.

Ptobini, / Refocusini,
Modal verbs lwould/might/could, etc) are often used to
r Look, g_t_i_g back to price for a moment.
soften the verb.
s Let's set the issue of discounts to one s_d_ for
Modifiers are common (a little difficult).
the moment.
Continuous forms keep your options open ( We were
Miscommunication / Flexibility
wondering; We had been hoping).
t There seems to have been a slight
Introductory softeners (I'm afraid) warn that bad news is
m_s_n_e_s_a_d_n_.
coming!
u I think we may be talking at
egative adjectives like expensive are often avoided.
c_o_s-p_r_o_e_ here.
seem is common (We don't seem to agree.)
There's a lot of approximation (sort ofi.
Qyalifying phrases are common (at the moment).
Alternatives are preferred to can't and won't.
The passive sounds less like an accusation (not You promised
us ..., but We were promised ...).
Suggestions are often phrased as negative questions
( Wouldn't it be better to ...?).
17 NEGOTIATING DEALS 113

I f,Q 'iCi-.1 fkJT/-1 r>G�� WA, n.l\':> To'NN
V?N'T BI�� wio OF 'iO\.l.
Mediation
WlcLL, \ i\-1\\'\K. i\-11>-i f,µp'I'¥., wi;.'R�
ff-/>.l<\1¥,, ?Ro<,\<i;.½ \..II,� •••
1 How would you define the relationship

Learning objectives: between the two men in the cartoon?
Unit 18 What is the woman's role and how is she
People skills Discussing the
qualities of a good mediator;
trying to achieve this?
Identifying the stages of
mediation; Fluency: Mediating 2 What are the qualities of a good
between colleagues
mediator?
Reading Article about causes of
conflict at work
Listening Poor and positive 3 What sort of things can cause conflict in the workplace? Compare your thoughts with
mediation a partner.
4 Skim read the article below. Does it mention any of the types of conflict you
discussed in 3?
8 Causes of Conf lief at Work

You arrive at the office expecting g_ 1 Conflicting needs 4 Conflicting goals
relatively hassle-free day. Your schedule This might just be a case of competing You think we're supposed to be
is light, you hove nothing urgent to over limited resources - office supplies expanding our customer base. I think
deal with and everything seems to be or the use of a meeting room. Or it we're in the business of improving the
running smoothly. Then the problems may be something deeper, such as quality of our service. Asking us to
start. Two members of your team ore when one person needs more personal work on the some team is a recipe for
at each other's throats over their shored recognition than another. Either way, disaster!
office space and another colleague there's friction.
is clearly leaving it till the very lost 5 Conflicting pressures
minute to write the report you need by 2 Conflicting styles A common cause of conflict when
tomorrow morning. And, to top it all. People obviously hove different ways you're relying on other people to help
you get on email informing you that of working. Some require order, while you do your job. I need you to send
your deportment's budget hos been others thrive on chaos. Some ore team someone to fix my computer, but you
sloshed and you now hove a whole players, while others work best alone. need your whole IT team to attend a
new set of team objectives to satisfy. Expect these people to collaborate and training session!
Welcome to work! you're heading for a personality clash.
6 Conflicting roles
According to psychologists Art Bell and 3 Conflicting perceptions I was called in to help you with g_
Brett Hort, there ore eight classic causes Two people may view the some incident crippling workload. You think you con
of conflict in the office. How many of in two totally different ways. As for as manage just fine without me and don't
the following sound familiar? I'm concerned, you went ahead and appreciate the interference.
mode a decision without consulting me
7 Different personal values
first. You thought you were doing me a
favour by saving me time. Now we're Your boss asks you to do something
heading for a confrontation. you disapprove of ethically. But, if you
refuse, you'll lose her trust and hove to
face the consequences!
8 Unpredictable policies
W henever company policy is changed
without warning or is inconsistent,
there will be negative reactions. Poor
communication is always a major cause
of irritation.
In all cases, it sounds like a job for ...

the mediator!
114
5 Work with a partner. Check you know what the underlined words and phrases in the
article mean. Try to work out the meaning of any you don't know from the context.
6 Reread the article. Have you found yourself in any of the situations it describes? If so,
share your story. How did you resolve the issue?
7 3.25 Listen to a manager trying to resolve a dispute between two of his team
members and answer the questions below.
a Which two of the eight causes of conflict do you think are the main ones here?
b Whose side (if anybody's) are you on? Can you see any possible solutions?
c What is the manager doing wrong? Which of the qualities you discussed in 2 does
he lack?
8 Complete the stages of a mediation session using the verbs in the box.
describes encourages generates gets holds identifies imposes

listens opens prevents sets speaks writes
1 The mediator ______ the meeting, ______ the process and ______
the ground rules.
2 Each party ______ in turn. The mediator ______ carefully and
______ interruption.
3 The mediator ______ the main issues and ______ alternatives if they can.
4 If necessary, the mediator ______ one-on-one meetings with each party.
5 The mediator _ ____ the parties to reach an agreement, but ______
nothing on them.
6 The mediator _ ____ up what's been agreed and ______ the parties to
sign up to it.
□□
9 Match the sentences below to the stages in 8 that you would you expect to hear them.
a Okay, so clearly this issue is important to you.
□□
b Remember, this is entirely your decision.
c First of all, I'm completely impartial in all this.
□□
d Do you think you could both live with that?
e Okay, let's talk about this a bit more in private.
□□
f It's just a suggestion, but how about this?
g So, if you'd just like to check what you've agreed.
□□
h Here's one option you might like to consider.
Hang on, Ian! You'll get your chance in a minute.
j As I understand it, you're unhappy about this.
k Everything you say is totally confidential.
It looks like there's some common ground here.
□□
10 3.26 After their disastrous first meeting, James decides to bring in a mediator to
try and help resolve the conflict between Henri and Elena. Listen and make a note of what
the main issues are for each person. How would you rate the mediator out of ten?
11Are you in a better position now to find a solution to the conflict? If so, what
would you do?
12 3.27 Listen to what is agreed at the meeting and compare it with your
ideas in 11.
13 Work in groups of three to practise your mediation skills. See page 126.
18 MEDIATION 115
MANAGEMENT
SCENARIO
Moral quarrel
Management
scenario E
Staying assertive in meetings;
Mediating to resolve a conflict;
Fluency: A conference call
mediation
Reading PowerPoint slide on
assertiveness 1 Give a man a fish and you feed him for a day. Teach a man to fish and you feed him for
b In company in action a lifetime. - Chinese proverb.
El: A failed mediation;
E2: A successful conference call Should international assistance focus on immediate aid or long-term development?
2 Complete the minutes below using the verbs in the box and answer the questions.
agreed announced congratulated emphasized urged
Date: April 2 Time: 11.00 Chair: Charles OJara

Venue: Sheraton Hotel, Kampala Attendees: Amos Jeffah, Ed Ryan
Item Discussion Action

Village wells AJ (1) _____ Blue Rock on achieving the Ql target
project of 30 new wells. ER (2) _ _ _ _ _ that the objective for
Q2 had been raised by 20%.
Educating CO (3) ______ Blue Rock to invest in this project.
Engineers He ( 4) ______ that supporting national education
policies was critical to continued cooperation on local
water projects. ER (5) ______ to sponsor three
African students on water resources engineering courses
ER
at universities in the UK, to be confirmed by Blue Rock
headquarters. by April 16
Next meeting: April 16 11.00
a Who represented Blue Rock at the meeting?

b What could happen if Blue Rock does not sponsor African students in the UK?
C What action does Ed need to take?
In company Ef�
in action •• • 3 Now watch video El to see a discussion at Blue Rock's head office in London about
sponsoring African engineering students. Who is in favour of the proposal and who is
against it? Complete the table.
Cassie Ed Ryan, Peter Jack Wright, Emma

Sugden, Operations Neubauer, Operations Lambert,
Marketing Marketing Operations
For ✓
Against
Neutral
4 Watch the video again and circle the best answers.

1 Emma steps in to mediate because she has been (a) invited (b) disturbed (c) interested.
2 Her language is (a) passive (b) assertive (c) aggressive.
3 She tries to control the meeting by (a) listening (b) dominating (c) staying calm.
4 Emma is (a) subjective (b) impartial (c) uncommitted.
5 She takes disagreement (a) personally (b) professionally (c) passively.
6 Emma's attempt to mediate is (a) inconclusive (b) a success (c) a failure.
116 E MORAL QUARREL
5 Put Emma's words in the correct order. How could she reformulate these sentences to
make them less aggressive and more assertive?
a a bit Can down keep noise the you?
b asked I Jack, not Peter, you.
c do help, Look, me not or to to try want you?
d all collecting donations have I'll on out street the you!
e as be considered corruption could Don't realize that you?
f and are being totally Ed unprofessional You!
6 Match the beginnings (1-6) with the endings (a-f) in this slide on assertiveness.
Assertiveness tips
a give concrete examples not broad generalisations
ive: b build mutual respect not dominance or submission
1 Assertive, not passive or aggress
c describe benefits rather than imposing conditions
2 'I' not 'you';
uldn't'; d make constructive suggestions not negative vetos
3 'I'd like' not 'you can't /sho
e describe your own feelings rather than others'
4 Description, not judgement; behaviour
5 Specific, not general; f stick to facts rather than opinions
6 Incentives, not threats;
7 Referring to the tips in 6,give examples from the video of how Ed, Jack, Cassie and
In company
in action
a�
•• •
Peter were not assertive enough.
8 Now watch video E2 to see how CEO Sue Jensen mediates and tick the items you see
or hear.
The mediator:
describes the process □□ sets the ground rules □□
has each party speak in turn
prevents interruption □□ listens carefully
identifies the main issues □□
generates alternatives
encourages agreement
writes up what's been agreed
□□ holds one-on-one meetings
imposes nothing
gets the parties to sign an agreement
□□
9 Watch the meeting again and answer the questions.
a Why was the meeting held by conference call?
b How does Sue set up the meeting?
c How does she deal with aggressive behaviour from the participants? Give examples.
d What compromise does Emma suggest?
e What three things do they agree to do at the end of the meeting?
f Do you think the conference call makes mediation more difficult, or easier? Why?
10 Complete the gaps in these phrases from the video. Which assertiveness tips in 6 do
they refer to?
a Let's stay _____ _ please,Ed; tell us about the benefits rather than negatives,okay?
b I'd like us to ______ this ____ _ _ together ...
C ... let's leave ______ aside for the moment,all right?
d ... can you be more ______?
e Let's not get too ______ here,okay?
11 Work in groups of three or more to simulate a meeting or conference call. Speaker A

(mediator) see page 134, Speaker B see page 138, Speaker C see page 128.
When you have finished, use the checklists on page 132 to help you evaluate your
performance.
E MORAL QUARREL 117

Additional material
01 Business or pleasure? Scenario A
Corporate entertainment (p7, ex4) (p23, ex9)
Group A
Speaker A
You work for a well-established and respectable
British Grand Prix, Silverstone
business with a proud reputation for technical
(100 km from central London)
innovation. The company has a rather hierarchical
Engines roar, tyres squeal and sparks fly as $2 million
organization: managers have reserved parking spaces
supercars accelerate from 0 to 250 kph in under seven
and separate tables in the canteen. Relations are rather
seconds. 200,000 spectators descend on Silverstone
for this fabulous sporting occasion that attracts a formal - first names are only used between colleagues
worldwide TV audience of 350 million. From your at the same level. Most people work in small individual
trackside seat you'll soak up all the atmosphere of one or shared offices. Information is communicated on a
of the most glamorous and spectacular events in the need-to-know basis.
motor racing calendar. VIP treatment; breathtaking The company employs a majority of men, mostly
action! engineers, and only a few women, mainly
VIP box and hospitality tent: €1,500 per person administrative assistants. Your business is very
technical: customers' and suppliers' attitudes are very
conventional. The dress code is formal - customers
Banquet on board the Royal Yacht Britannia, frequently visit the office and expect high standards.
Edinburgh In your company, time is money. Punctuality and
(600 km from London)
efficiency are valued highly. Everybody, including
Dinner on board Britannia at her permanent berth in management, has to clock in and out. Humorous
Scotland's capital is a once-in-a-lifetime experience - emails or remarks are discouraged as a waste of time.
oysters and aperitifs, tables decorated with ice sculptures,
Criticizing the company, its products or its staff, even
waiters in white gloves and music played on the very piano
humorously, is discouraged. Staff do not socialize
Princess Diana used to practise on. You'll be seated in the
state dining room where the Queen once entertained much; romantic relationships between staff are actively
world leaders like Boris Yeltsin, Bill Clinton and Nelson discouraged.
Mandela. Why not really roll out the red carpet for your In your business, work is stressful and staff turnover
guests and make your corporate hospitality event a truly is high. However, people are generally happy because
'royal' occasion? the company is successful and they are well-paid;
Five-course dinner, military band, fireworks: €800 per bonuses are also awarded for exceptional individual
person achievement. You would like to keep as many of the
positive aspects of your culture as possible in the new
organization.
Breaking the bad ne�s (pl7, exl) 11 Stress
Speaker A
Proposal: Work environment
(p71, ex13)
• A lot of staff (35%) complaining about feeling tired and Speaker A
stressed 1 You are Speaker B's manager. Speaker Bis suffering
• Board thinks one of main causes may be poor work from stress. Try to:
environment • help them express their feelings
• Feng shui expert called in - recommendations include • identify the source of stress
radical changes to office layout • find ways to relieve pressure cc
• Reception area to be turned into a water garden to • find ways to adapt to their situation.
create positive 'chi' (energy)
2 Speaker Bis your manager. You are suffering from
• Internal walls to be removed to improve 'channels of
stress because you have financial problems. Your
communication' mortgage payments have just gone up, your car is
• Desks ideally to be moved during the year to remain 'in getting old and unreliable, your children's school/
harmony with the seasons' university fees are rising and your household bills are
growing. Your expenses are constantly increasing but
your income remains the same and there seem to be no
prospects of promotion. cc
Talk to your manager about the problem.
118 ADDITIONAL MATERIAL

02 Information exchange 02 Information exchange
Buzzword bingo (pl4, ex5) Queries and comments (pl5, ex2)
Choose a bingo card from the selection below. Speaker A
04329 1 Read out the following report to your partner. There

think outside core are seven discrepancies in it (marked in bold). Can your
mindset partner spot them? If not, keep reading. Apologize for or
the box competencies
justify any discrepancies your partner points out. If you
proactive empowerment drill down lose your place in the text, ask your partner: 'Where was I?'
paradigm shift the big picture the next level Report: World Trade Fair
Our exhibition stand at the World Trade Fair in Munich
was very successful again this year, attracting visitors from all
04330 over Munich. Although this was our first appearance at the
Fair, our people did a great job and handed out nearly three
core
ramp up drill down brochures.
competencies
We met a group of Austrian business people at the Frankfurt
the big picture mindset proactive Hilton, where we were staying, and arranged a formal meeting
with them by the pool. They were very interested in our
think outside products and said they would email us as soon as they got back
bottom line paradigm shift to Australia.
the box
Apparently, next year the Fair is being held outside Europe for
the first time - Paris here we come!
04331
benchmark ramp up empowerment 2 Now listen to your partner reading out a report.
There are also seven discrepancies in it. Can you spot
them? Remain polite no matter how confused your
synergize mindset bottom line
partner seems!
proactive the next level buy-in

Useful language
Sorry, I thought you said ...
Hold on, didn't you just say ...?
Wait a minute. You just said ... , didn't you?
the next level the big picture benchmark
buy-in ramp up bottom line 15 Delegation

scope out customer-centric paradigm shift
(p97, exll)
Speaker A
1 You are Speaker B's manager. You need them to buy
04333 some new equipment for the office (you decide what
and why). Speaker B is new in the job; last time they
mindset benchmark drill down were given a task to do they got it all wrong, so make
sure you give very clear instructions.
synergize proactive reality check 2 Speaker B is your manager and has a task to delegate
to you. You are a very experienced member of the
core team; you prefer to get on with the job without too
bottom line paradigm shift
competencies much interference from your manager. You tend to get
annoyed if your manager underestimates your abilities.
04334 3 You are Speaker B's manager. You need to delegate a
task to them (you decide what and why). Speaker B has
bottom line ramp up reality check been in your team for two or three years; they are able
to be autonomous and use initiative, but tend not to
finish work on time if you don't check up on them.
buy-in empowerment the big picture
4 Speaker B is your manager and has a task to delegate
core to you. You are new in your job and very keen to show
drill down synergize what you can do and make a good impression.
competencies
ADDITIONAL MATERIAL 119

04 Voice and visuals Keep the conversation going by asking lots of questions
(using Speaker B's list as a starting point). You don't really
Giving feedback (p26, exl) want to do any business today, but Mobelkunst's stylish
Speaker A: Boss chairs, tables and lamps have been very popular with
You are a senior partner in a major management your customers who love the bright colours and modern
consultancy. You have just attended a presentation by one designs. If the terms were right, you might want to
of your best consultants to an important Taiwanese client. increase your order - even double it - for a trial period.
Unfortunately, the presentation was an absolute disaster
from start to finish.
You forced a smile during the presentation but are now Scenario A
going to tell Speaker B exactly what you thought of their (p23, ex9)
performance. Base your criticisms on the following
SpeakerB
information. Try to end on a positive note by making some
You work for a creative and informal high tech
suggestions for future presentations.
company: most of the staff are recently qualified
• Speaker B was wearing a T-shirt and jeans. The
engineers. New employees are instructed to use first
Taiwanese must have felt deeply insulted.
names with everybody, from the most junior intern
• You couJd hardly hear a word Speaker B said.
right up to the President. Everybody except top
• The PowerPoint slides were not working properly- it all management works in large open-plan offices. Once a
looked very unprofessional. month the CEO organizes a tea party where everybody
• You have no idea what happened to the DVD you were is invited to give their opinions and chat about any
expecting to see. subject they like.
• You nearly died when they cracked a joke about China. The company has an equal opportunities policy:
The Taiwanese left the room in silence, clearly not over half of managers are women. The dress code is
amused. very informal - management want people to feel as
comfortable as possible. Staff can arrive and leave
Useful language when they want as long as they meet their objectives.
Why did/didn't you ...? However, meetings rarely start or finish on time and
You should(n't) have .. . there is a chronic difficulty to deliver projects on time.
Couldn't you at least have ...? Because work is stressful, staff are encouraged to
Don't you think it would have been a good idea to ...? organize informal, fun events. The social committee
Well, anyway, in future I suggest you ... organizes frequent parties, sports, cultural and
And next time - if there is a next time - just make sure you ... social events. Overall, people are happy because their
work is satisfying; even if pay is lower than average
for engineering companies and bonuses depend on
corporate results. Very few people choose to leave
05 Problems on the phone the company. You would like to keep as many of the
positive aspects of your culture as possible in the new
Dealing with a chatterbox (p32, ex5) organization.
Speaker A
If you don't know Speaker B well, swap lists of the
following with them before you start your telephone
conversation:
05 Problems on the phone
• your partner's name, job and main interest Tackling problems (p34, ex7)
• your children's names, ages and main interests Speaker A
• when and where you went on your last holiday At the end of each conversation, give Speaker B a score out
• your own main interest of ten for (a) helpfulness and (b) assertiveness.
• your favourite sport (spectator or player?) 1 You are having problems with your computer - it either
• the name of a close colleague won't do something you want it to or it's just done
• a problem you've been having at work recently something you definitely didn't want it to (you decide
which). Phone Speaker B and see if they can give you
You are director of the purchasing department for any advice. If not, ask them who you should phone
Mi Casa, a large chain of furniture stores in Mexico. You instead.
like to get in touch with your suppliers from time to time
2 Speaker B, your boss, will phone you with a problem.
- not necessarily to do business, just to maintain the
It's 6 pm and you are just on your way out of the office
relationship. It's 10 am on Friday morning, most of your
when the phone rings. You've arranged to go out with
week's work is done and the weekend is fast approaching.
a few colleagues this evening (you decide when and
Phone Speaker B, the sales director of Mobelkunst, a
where). This is the fifth time this month your boss has
designer furniture manufacturer in Berlin, for a little chat.
held you up right at the end of the day.

DITIONAL MATERIAL
3 You have just been promoted and Speaker B is now Strategy meeting agenda
your boss. You particularly like your great new office Client: Coca-Cola Co.
(you decide why), which is exactly what you need to • Should there be an immediate product recall in spite of
do your new job (you decide why). Someone told you the lack of solid evidence?
today that a colleague from an overseas division of your • In the absence of any proof of contamination, should
company may be coming to work at your division for a Coca-Cola appeal to the four European governments
few months and you are waiting for your boss to phone to lift their ban? Or even threaten legal action against
and give you the details. them?
4 Speaker B is usually a star member of your team, • Should any decision be postponed until the final results
but at the moment they are a month behind with an of the tests become available? Or will this just give the
important report and you are under pressure from competition time to increase its market share?
head office to get it completed on schedule (within the • How should the company persuade the public that
next two weeks). You think the best idea is to bring
there's no real threat?
someone else in (you decide who) to help get the report
• Should there be an official apology? Or would that look
finished in time and team present the final results to
like an admission of guilt?
senior management with Speaker B. Phone and make
• Should Coca-Cola put the blame firmly on its Belgian
your suggestion as tactfully but forcefully as you can.
bottling plant and their shippers, whilst exporting
Coke directly to Europe from the USA?
10 Making decisions • What kind of public relations exercise would restore
confidence in the world's number one brand?
Crisis management (p67, ex5)
Step4
Each group should present its recommendations to the
Coke products banned in Belgium class.
Associated Press
Step 5
BRUSSELS, Belgium (AP) - Stores across Belgium 2.35 Listen to the final part of the case and find out
removed all beverages of the Coca-Cola Co. from what really happened. How do your recommendations
their shelves today, complying with a ban prompted compare with the action Coca-Cola actually took?
by the hospitalizations of people who got sick after
drinking Coke products.
For a second consecutive day, poison alert centers 06 Leading meetings
across Belgium received hundreds of phone calls from (p41, ex6)
people seeking information. Some callers said they
Meeting 1
too had become nauseous after drinking Coke or
Coca-Cola brands.
On Monday, Health Minister Luc Van den Bossche
Should genetic tests decide job prospects?
banned all sales of Coke and Coca-Cola brands such What if you were faced, at a job interview, with a test that
as Fanta, Sprite, Aquarius, Bonaqua and Minute would tell whether you could expect to develop Alzheimer's
Maid fruit juices. or Parkinson's disease? What if you were turned down
because of that tiny bit of your DNA?
'We are hard at work trying
to find the cause of the This scary scenario is coming closer to reality with the
problems,' said Maureen development of a technology that will allow employers to
O'Sullivan, a spokeswoman for carry out genetic tests and get the results in the time it
Coca-Cola in Belgium. 'We are takes to stroll to the canteen and have a cup of coffee.
also implementing a total recall
of our products.' Would it be ethical? Would it be legal? Would it be
acceptable to recruiters, let alone society at large? The moral
The ban was imposed after debate lags behind the scientific advances. A technology
nearly 50 people , most of that will identify DNA electronically has been developed
them young people, were by Dr John Clarkson and his colleagues at the company
hospitalized on Monday Molecular Sensing. They plan to miniaturize it and build a
suffering from nausea after hand-held device that will produce results in less than 30
drinking Coke products. Eight minutes.
remained in the hospital today.
Adapted from The Sunday Times
ADDITIONAL MATERIAL 12 1
Meeting 2
Employers spy on workers The language of meetings (p16, exl)
Eight of these nouns will complete the extracts:
Big Brother is watching. And it's increasingly likely to
be your boss. answer fact idea issue opinion option point
position problem question situation view
She might be recording the casual conversations
between you and your co-worker, or tracking emails on
your company computer, or watching the goings-on in
the staff lounge. 08 Promoting your ideas
Sounds like an invasion of your privacy? T hink again. Audience analysis (p49, exl)
Most employee monitoring in the workplace is perfectly
Exercise 1 answers
legal, and it happens more than most people realise.
USA- Extract 3 UK - Extract S
Two-thirds of US businesses eavesdrop on their Germany - Extract 1 France - Extract 6
employees in some fashion - on the phone, via
Japan - Extract 4 Kuwait - Extract 2
videotape and through email and Internet files -
according to a survey by the American Management
Association International.
In fact, employers can trace everything from deleted
Scenario B
emails and voice mails to the exact computer keys a (p47, ex7)
worker strikes. Special software can follow employees' Speaker A
paths across the Internet and high tech employee
badges even let bosses track their workers' movements
within an office building. Giving feedback on presentations
Adapted from Knight Ridder Newspapers Do ...
Meeting 3 • Get permission to give feedback. Even if you
are the presenter's boss, make sure they are
ready to hear your feedback here and now.
Creative way to better management
• Invite the presenter to give feedback first. This
From Chopin to Schubert and jazz to jive, music,
helps you to be positive when they are overly
along with theatre, film, drawing and painting, is now
critical, and to identify which weaknesses
widely used in UK business schools to help executives
they are already correcting and which ones
improve their management skills.
they really need help with.
It may all be great fun, but does it work? Opinion is
• Start with the positives. Find things to be
divided. Strongly against is David Norburn, director of
positive about in order to build confidence
Imperial College Management School, London. He says
and trust.
that after a few drinks he could probably make a case
for any human activity having managerial relevance. • Be specific and constructive. Go on to point
'Weber's clarinet concerto and emotion; jazz and chaos out specific problems; make suggestions
theory; sex and timing.' as to how the presenter can improve. Try to
agree on a specific action plan.
His argument is that when executives and MBAs
invest time in business school programmes they want • Use questions and indirect language.
rigorous and relevant training.
• Encourage the presenter to find their own
But staff at many of the UK's leading business schools, solutions rather than telling them what to do.
such as Patricia Hodgins at the London Business
School, disagree. 'The key to creativity is being relaxed
and being able to think laterally. Using arts, music and
theatre helps us to find that.'
09 Relationship-building
Adapted from The Financial Times
Are you an effective networker? (p55, ex2)
Questionnaire analy sis
How you network in specific situations will, of course,
be influenced by many factors, but, in general, the most
effective strategy will be: la, 2c, 3b, 4b, Sc and 6c.
le, 2b, Sb and 6a could be risky.
3a and 4c might be unfair to other people.
lb, 3c, 4a and Sa may show a certain lack of assertiveness.

09 Relationship-building 09 Relationship-building
Getting out of the office (p58, ex4) A dinner invitation (p60)
Speaker A Host: Ulterior motive
Situation 1 You're considering promoting your guest to a more senior
Background: You're an IT security specialist. You're playing post (you decide what) at your company's subsidiary in
golf with Speaker B, the IT director of a major insurance Melbourne. You are very impressed with your guest's work
company and one of your best customers. It's a beautiful record and general management ability, but you haven't
spring morning. made up your mind yet about the promotion. So, drop a
Situation: You're playing really well today. Although few hints during the evening and see what the reaction is.
Speaker B is a much better golfer than you, you were Don't be too specific at this stage and be ready to change
actually a shot ahead on the 16th hole, but you've just the subject if things don't go according to plan!
dropped two shots on the 17th. Damn! It was looking as
though you might even beat them for a change.
Hidden agenda: You've heard a rumour that Speaker B Scenario A
may be looking to engage another IT security consultancy.
You've always got on well with them, but you know your
(p23, ex9)
company's fees are not the most competitive. When they Meetings checklist Yes No
invited you to play golf with them today, you saw it as your Was the meeting well structured?
chance to find out what's going on.
Was the objective achieved in the time
Speaker B will start. allowed?
Situation 2
Were all participants able to express their
Background: You're a sales director for an international ideas and opinions?
sports goods company. You're playing tennis with Speaker
Were all participants satisfied with the
B, a new member of your sales team. When you started
outcome?
playing it was a warm summer afternoon, but it's just
clouded over and looks like it might even rain. Did participants use appropriately direcV
blunt or indirect/vague language?
Situation: You pride yourself on being an excellent tennis
player, but Speaker B, who you haven't played before, is Did participants query discrepancies?
totally destroying you - 6-2 in the first set and 4-1 up Did participants reformulate to check
in the second. This hasn't put you in a very good mood, understanding?
especially as your company's marketing director, who's Did participants express disagreement
playing on the next court, seems to be thoroughly enjoying tactfully?
your humiliating defeat!
Hidden agenda: Although Speaker B joined you with Cultural sensitivity checklist Yes 1
No
excellent qualifications and a good track record in sales, Were participants aware of their own
they don't seem to be fitting in very well. The other sales culture and differences with others?
personnel complain that they're not much of a team-player
Did participants suspend judgement of
and that they act superior to the rest of the staff. In fact,
other cultures?
Speaker B is creating something of a morale problem. The
only good thing about them is that, if they always play Did participants identify and share
this well, you'll have no trouble beating marketing at the common values, beliefs, goals and
annual interdepartmental match! attitudes?
You start: There's something I've been meaning to talk to Did participants respect differences and
you about ... resist the temptation to make converts?
Did participants use language sensitively
and prefer 'we' to 'I' or 'you'?
17 Negotiating deals Were participants objective and positive in
(pl07, exl) spite of difficulties?
Extra information
You and the other speaker are ex-neighbours and very
good friends. Your kids even used to play together. You
both moved to different areas of the city about six months
ago and meant to keep in touch, but, what with work and
settling into new homes, you just haven't had the time.

10 Making decisions 07 Coaching
Worst-case scenarios (p63, ex3) (p45, exlO)
Work in groups of three and take turns to be the coach, the s
5 While staying in a hotel in Paris, you wake up to find coachee and the observer.
the whole place is on fire. Your way down is blocked Coach: Using the GROW model, listen, ask lots of
and you end up on the roof. Do you: questions and try to help your coachee identify their goals
a take a long run-up and and develop a realistic plan of action within a timeframe a
jump onto the next they are comfortable with. Resist the temptation to give
building (a distance of them advice unless you can see they are 'stuck'. If you do
four and a half metres)? offer advice, make it clear that is what you are doing, but
b jump six floors down and
land on your back in a
try not to influence the coachee too much. Show empathy •
and understanding, but remain neutral.
truck packed with soft
insulation materials? Coachee: Decide on a topic for the coaching conversation
c leap well away from you're about to have. Topics you could discuss include
the building to clear communication skills, learning English for business,
obstructions and land in new work responsibilities, time management, stress and
the truck? workload, career development, strategies for building
your professional network, personality clashes at work,
leadership and motivation issues. Try to focus on one
6 On a business trip to Amsterdam your taxi skids on specific aspect of the issue.
a patch of oil and plunges off the road and into a Observer: Watch the coaching session, but do not say
canal. In seconds you are half-underwater. Do you: anything. Take notes on how well the coach helps the
a force open the door and swim coachee to deal with their own issues. Do they use the
to safety (taking the driver GROW model? Are they empathetic? Do they stick to a
with you)? neutral coaching approach or move into a mentor role
b wind down the window fully too much? How does the coachee respond? What is the
to let the water in? outcome of the session? At the end of the meeting give
c wind the window up to trap both of your partners some brief feedback.
air inside the car in case you
sink?
Scenario D
(p99, exl3)
7 You agree to do a parachute jump for charity with a Meetings checklist Yes No
group of friends. But as you free-fall from 14000 feet Was the meeting well chaired?
at 120 mph both your parachute and emergency Was the objective clear?
chute fail to open. Do you:
Were all participants able to express their
a keep struggling with your
ideas and opinions?
emergency chute? It must
work! Did participants listen carefully to each
b grab hold of the nearest other?
member of the group before Did participants use appropriate
they open their chute? disagreement strategies?
c take valuable time to attach
Was the objective achieved?
yourself to the chest straps of
another parachutist?
Change management checklist Yes No
Did participants explain the need for
change?
8 Whilst snorkelling off the Great Barrier Reef in Did participants explain the benefits of the
north-eastern Australia, you suddenly see a large change?
shark swimming swiftly towards you from the depths. Did participants (plan to) recruit change
Do you: champions?
a try to attack the shark's eyes? Did participants plan to provide tools and
b punch the shark on the nose? resources to facilitate the change?
c splash about and make a
Did participants plan to continue to
noise to frighten it away?
communicate about the change?

14 Out and about 16 Teleconferencing
In-flight conversations (p9l, exl 1) Desert island blues (pl04)
Speaker A CEO of RJK (UK)
Hold short conversations with a fellow passenger, Speaker
B, on three different international flights. ee email
Use the information below to get you started, but invent
I'm becoming increasingly concerned about the
any extra information you need to keep the conversation costs we're running up on the Eternelle account.
going for a minute or two. I think we're in serious danger of exceeding our
1 Flight BA1311 from Dubai to London Heathrow, budget.
business class (9pm)
As you know, the Eternelle marketing people
• You are an engineer travelling back from Dubai, were extremely unhappy when we came in
where you have been working for Royal Dutch Shell €250,000 over budget last time, and it was for
(Emirates) for the last five years, to take up a senior this reason that they insisted at the planning
position at Head Office in London. stage on a ceiling of €2.5m for the Vivacity
• Your three-year-old son is accompanying you on the campaign.
flight, but your partner won't be joining you in the UK I've been looking at the figures and we're well
for another couple of weeks. past the €2m mark already. The main problem
• You're not looking forward to the flight much because is this two-day film shoot on Oamu-Oamu
your son is quite a hyperactive child and you can never which has already cost us €1 m. The Hollywood
sleep on planes anyway. actress the client insisted on using is costing us
€100,000 a day! What on earth is going on there?
• Try to start a conversation with the person sitting next
to you, Speaker B. They seem to be playing with their I estimate that with post-production costs, we
hand-held computer at the moment. could run €500,000-€700,000 over budget on
2 Flight AF6001 from Paris to Rio de Janeiro, this one.
economy class (3am) We desperately need to talk.
• You are a product manager for Pfizer Pharmaceuticals
Gavin Hartnell, Chief Financial Officer, RJK (UK)
on your way from a project meeting in Paris to another
meeting in Rio.
• You have an appointment with a group of Brazilian
research chemists with whom you are collaborating on
f> e e email
a new kind of miracle travel sickness pill, which, if all I'm hearing rumours of a budget overrun on the
goes well, could be on the market in six months. Vivacity campaign. Please tell me I'm imagining
things!
• So far your journey has been a nightmare. Your original
flight was cancelled due to bad weather and the only I had lunch with Eternelle's new head of
seat you could get was in economy class on the red-eye marketing, Thierry DuPont, and he sounded
(a night flight, on which you do not get enough sleep) pretty annoyed with what he called our 'endless
production hold-ups'. He even said they may be
leaving at two-thirty in the morning.
forced to postpone the Vivacity launch.
• To top it all, it looks like it's going to be a bumpy flight.
You can't sleep, so you might as well try and read your I'm sure I don't need to remind you that Eternelle
book, a crime novel you picked up in the airport called is by far this company's biggest European client
The Pentangle by A. J. Bell. Seems quite good. (worth €1 Orn annually) and that the loss of their
account would have a drastic effect on both
3 Flight LH1706 from Los Angeles to Munich, first
Group turnover and our reputation in the industry.
class (2pm)
• You are a film producer for Touchstone Pictures flying Your creative director must be in contact with
our team on Oamu-Oamu. Are they still having
from a meeting with Oscar-winning actor Al Pacino in
weather problems or what?
Los Angeles to a casting meeting in Munich.
• You are looking for a German- and English-speaking I'm counting on you to sort this one out. Don't let
actor to play the part of an environmental activist me down.
in your latest film and would prefer to choose an Nathan T. Auerbach, RJK Group President
unknown rather than a big box office star.
• You've just enjoyed your in-flight meal, when you
notice that the passenger sitting next to you looks
perfect for the part! You can't believe your eyes, but
remind yourself they are probably a business executive
with no acting ability whatsoever.
• At the moment they are watching the in-flight movie
on their headphones, but try to find an excuse to get
talking to them.

17 Negotiating deals 2 Term You'd like a three-year commitment from
Starburst. It can often take several albums before
(pl07, exl) band members make a profit, so you'd like them to
Speaker A commission at least two albums during that time. If,
It's 6 pm on Christmas Eve and you're still at the office. after three years, the contract is terminated, you'd
You've been so busy lately, you've hardly had a moment to prefer to keep the rights to all the songs you have
spend with your family. You even had to miss your young recorded - otherwise you would have to pay Starburst a
son's first match for the school football team last week to fee to perform or re-record your old material.
attend an important meeting. Apparently, you were the 3 Royalties You think a 15% royalty on net receipts
only parent not there. from album sales would be fair. If the band's current
Fortunately, you have a chance to put things right. You popularity does not last, you'd like to make as much as
know there's something kids are all going mad for this money as possible before the bubble bursts.
Christmas - the Z-Cube Gaming System. At $189, it's a 4 Deductions You expect Starburst to cover all the
little more than you were planning to spend, but it would costs of packaging and promotion, including any TV
be great to see the look on your son's face when he opens advertising. Accessing marketing power is one of the
it. After phoning seven stores without success, you finally advantages of signing to a major label.
find one that has three left. You try to reserve one, but the 5 Advances You are more interested in a good
shop assistant says 'Sorry, only my boss can do that and long-term relationship with Starburst than instant
she's not here. But if you hurry, you should be okay. We're cash. Nevertheless, a $200,000 non-repayable advance
open till 6.30.' would allow band members to cover living costs,
You fly out of the office and into a taxi. You get to the store purchase of equipment and stage costumes, etc.
just before it closes. To your horror, you see there's only 6 Territory You're happy for Starburst to have 'universal
one Z-Cube left. It has a big label on the box saying 'LAST rights' to your material globally, provided the terms
ONE'. But as you head for it, you see another person with are right. Otherwise, you'd like to be able to approach
the same idea (Speaker B) coming in the other direction. other labels in the States and Asia.
You both reach the box at the same time and grab opposite 7 Touring Touring is an essential part of building a
ends ... band, especially in the early stages of its development.
But some of the band members have other jobs and
family commitments. They wouldn't want to take on
17 Negotiating deals more than 20 weeks' touring (not consecutively) in the
The recording contract (plll, ex5) first year unless the financial rewards were high - say,
50% of ticket sales.
Team A: The Penitents (band and management)
8 Songwriting The lead singer, Rick Harlow, writes all
Obviously, you are delighted that a record company as
the band's songs. He says he wants the usual 50:50
high-profile as Starburst is interested in signing your band.
split with the music publisher on fees for airplay on
If the deal goes through, you stand to make a lot of money.
radio and TV and other public performances.
You are aware, however, that relatively unknown artists
are vulnerable to exploitation by the big labels and should
take this into account in your dealings with them. 18 Mediation
Read your negotiating objectives below and then work
with your team to plan your overall strategy. In particular, (pl 15, exl3)
make sure you know which of your objectives are: Work in groups of three: two colleagues and a mediator.
a tradeables (things you'll concede to get what you really Take turns to be the mediator in some or all of the
want in return) following situations. Spend at least five minutes preparing
b ideals (things you'd really like to get, but not if it costs for the situation as a group before you begin. Change
you the deal) anything you need to make the situation as realistic and
relevant for you as possible.
c essentials (things you absolutely have to get or the
deal's off)
As the mediator, make sure you follow the procedure you
I Band line-up The four members of the band - the looked at in 8 and try to remain impartial throughout the
lead singer and rhythm guitarist, lead guitarist, bass session. Keep order, encourage both parties to speak one
guitarist and drummer - all met at college in Dublin at a time, identify the main issues and phrase any ideas
and have played together through good times and bad of your own as suggestions. You can hold a maximum of
for five years. You've heard a rumour that Starburst one three-minute private session with each party. Write
Records may want to make changes to the line-up - down whatever is agreed and get both parties to sign up
perhaps sacking the drummer, who is also the band's to it before you close the meeting. If an agreement cannot
female backing vocalist. be reached, ask the parties if they think a further session
would be a good idea.

Situation 1: A simple dispute
You are two colleagues working on a six-month project
17 Negotiating deals
together (jointly decide what the project is). (pl07, exl)
Speaker A Speaker B
You like to have regular weekly meetings to discuss progress It's Christmas Eve and you and your family are placing the
and you generally dislike email (you decide why). last few presents under the tree. Your partner turns to
Speaker B you and whispers how excited your young son is: 'Thank
You prefer to deal with issues by email as they arise and you goodness you bought him that new gaming system back
generally dislike meetings (you decide why). in November. Apparently, the stores have completely
sold out, and it's all he's talked about for months. You
At the moment, neither of you is able to get on with the
remembered to get him the blue one, didn't you?'
project efficiently because of the other's work-style (you
decide what problems you've been having). Meet with your You feel a sudden surge of panic. Oh, no ... the Z-Cube
mediator to try and sort things out. Gaming System! How could you have forgotten? You
Situation 2: A more complicated dispute
meant to get one months ago, but you've been so busy it
completely slipped your mind. You mumble something to
You are unit managers of two separate work teams (jointly
your partner about going out to get some better lights for
decide what line of business you are in). Owing to a reduced
the tree and spend the next three hours searching every
budget (you decide why it has been reduced), only one of
store in town. But nobody has one. One shop offers to
your teams will be able to receive training this quarter. You
order it for you, but it will take at least a fortnight ...
both think your team should be the one to get the training.
In desperation, you try a tiny shop in a side street. It's just
Meet with your mediator to try and sort things out.
about to close as you walk in. To your relief, you see they
Speaker A
have one Z-Cube left - and it's a blue one. You can't believe
Your team has had no training for nine months (you decide your luck. It has a big label on the box saying 'LAST ONE'.
why you need it now).
But as you head for it, you see another person with the
Speaker B same idea (Speaker A) coming in the other direction. You
Although your team has had regular training, you have just both reach the box at the same time and grab opposite
acquired a lot of new recruits, who urgently need training ends ...
(you decide precisely why).
Situation 3: A very complex dispute
You are the area managers for two different branches Scenario C
of the company you work for (you decide what your
company does). Rationalization has meant that Speaker
(p73, ex9)
P.:s team has been relocated to the offices of Speaker B. Pitching checklist Yes No
This has obviously caused all kinds of problems concerning Was the pitch short and to the point?
space-sharing and resource allocation (you decide precisely
Did the pitch provide a high-level overview
how these problems are affecting you). At the moment
to encourage discussion?
there's a very bad atmosphere in office. Meet with your
mediator to try and sort things out. Was the structure clear and simple?
Speaker A Was the pitcher passionate, lean, specific
and sincere?
You are the manager of the team that relocated. The team
has lost some of its original members, who didn't want to Did the pitcher avoid jargon?
move, and so you now have to train up new staff. You are also Was the pitch successful?
worried that you may lose your job if senior management
decide it would be better to have just one person manage Influencing checklist Yes No
both teams. Did the pitcher use reciprocity to persuade
Speaker B the audience?
You are the manager of the team which has not moved. Was there mutual like and respect between
You don't like the idea of two separate teams 'under one the pitcher and the audience?
roof ' and would like to see a lot more integration. As the
Did the pitcher refer to scarcity to support
manager of the larger team (and with a higher turnover),
their proposal?
you think you should be managing both teams, with the
other manager as your deputy.
Did the pitcher provide proof of their
authority on their subject?
Were the pitcher's arguments consistent
and logical?
Did the pitcher provide proof that other
people are already adopting their solution?

05 Problems on the phone 02 Information exchange
Dealing with a chatterbox (p32, ex5) Queries and comments (pl5, ex2)
Speaker 8 Speaker 8 G
If you don't know Speaker A well, swap lists of the
following with them before you start your telephone 1 Listen to your partner reading out a report. There are
conversation: seven discrepancies in it. Can you spot them? Remain
• your partner's name, job and main interest polite no matter how confused your partner seems!
• your children's names, ages and main interests
2 Read out the following report to your partner. There
• when and where you went on your last holiday
are also seven discrepancies in it (marked in bold). Can
• your own main interest they spot them? If not, keep reading. Apologize for or
• your favourite sport (spectator or player?) justify any discrepancies your partner points out. If you
• the name of a close colleague lose your place in the text, ask your partner: 'Where was I?'
• a problem you've been having at work recently
Report: Korean ne gotiations
You are the sales director of Mobelkunst, a designer
furniture manufacturer in Berlin.Your stylish products are We held our first meeting with the Koreans two months ago at
getting rave reviews in the press, but business in Germany their headquarters in Osaka. Since then we've had 12 weeks of
has not been good lately. Fortunately, you have recently tough negotiations. There were some cultural difficulties at first.
won some very big overseas orders - one of them with Mi Of course, we've never done business in the Middle East before.
Casa, a large chain of furniture stores in Mexico. The only They were very positive about our products, although they
problem is Speaker A, Mi Casa's director of purchasing, weren't happy with the design, performance, price and
who seems to like phoning you rather too often for no maintenance costs. Initially, they were demanding a discount
on orders of over 10,000 units of 17%, but we finally managed
particular reason.
to beat them down to 18.
It's 5 pm on Friday afternoon.You would normally be We haven't heard anything from them so far, but the email they
getting ready to go home soon, but today there's been sent this morning looks promising - an initial order of a
a crisis to deal with - your factory in Potsdam has just dozen units.
turned out 1,000 leather sofas in bright pink (rather than
dark red) by mistake. You're still trying to sort a solution
out with your plant manager. The last thing you need now
is any interruptions.
Useful language
Sorry, I thought you said ...
Hold on, didn't you just say ...?
Scenario E Wait a minute. You just said ..., didn't you?
(pl17, exll)
Speaker C
You are in charge of International Marketing for a
company that sells high quality tea all over the world. Breaking the bad news (pl7, exl)
Recently, sales have decreased due to competition Speaker 8
from cheaper brands, so you have decided to invest in Proposal: Travel budget
reinforcing your upmarket image and justifying your • Board deeply concerned about cost of business travel
higher prices.
(nearly $13m last year)
You have just negotiated a deal with a top film • Insist on 60% cut in travel budget
star (choose a name) to star in a campaign of TV
• Propose three main courses of action (see below) 2
commercials and magazine ads endorsing your product.
• All flights from now on to be economy class or on
However, you are furious with the Sales team
low-budget carriers (no exceptions) - preferably on
(Speaker B).Without consulting you, they have agreed
cheapest early morning and late night flights
to give large discounts to all the major supermarket Si
• Motels and two-star hotels for everyone in future -
chains. This low value, high volume policy will not :o
only reduce your margins and damage the product's room-sharing wherever possible
image. It will also mean you will not be able to pay for • Meal allowance to be reduced to $20 a day (no alcoholic
•
the air time and media space you have ordered. You drinks)
•
will also have to cancel the contract with the film star,
who will probably demand compensation. You feel that
•
Sales' poor results are responsible for the company's
difficulties and you are determined to force Sales to •
cancel the discounts and support your advertising 2
campaign. Invent any other details as necessary.

01 Business or pleasure? Scenario B
Corporate entertainment (p7, ex4) (p47, ex7)
Group B
Speaker B
All England Lawn Tennis

Championships, Wimbledon Giving feedback on presentations.
(11 km from central London)
Don't ...
Experience the nail-biting climax to
the world's premier international tennis • Extrapolate or get off topic. Avoid the
tournament as the true giants of the temptation to criticize behaviour or
game clash in the men's Wimbledon final. weaknesses unrelated to the presentation.
All the tradition of strawberries and cream
• Mix praise and criticism. Avoid saying ·x was
combines with 225 km-an-hour serves and
awesome cross-court shots to make what good, but y was bad.'This just confuses people
many consider to be the greatest sporting and reduces the impact of both praise and
event on Earth. Game, set and match! criticism. Encourage the presenter first for what
they did well, then deal with the problems
Men's final, lunch, music:
separately and specifically.
€4,000 per person
• Forget that people are human beings, not
machines.Adapt your feedback to each
London Eye and Private Tour of Tate person's intellectual, emotional and physical
Modern, central London state. Evaluate how much criticism the
Your evening begins 130 metres above London in your presenter can accept without becoming
very own capsule on the London Eye. A waiter serves a negative.
choice of drinks. On a clear day you can see for 25 miles • Say 'you'. Use the third person to be objective
- all the way to Windsor Castle. You are then transferred
('it wasn't very clear' rather than ·you didn't
to the Tate Modern for a private tour of one of the world's
explain) or the first person to be collaborative
most cutting-edge contemporary art galleries, followed by
a superb dinner in the tasteful surroundings of the OXO ('how can we simplify this?' rather than ·you
Tower Restaurant overlooking the Thames. High altitude; have to simplify this').
high culture! • Damage confidence and motivation.
London Eye, tour of Tate Modern, dinner: €500 per The coach's role is to build skills, not to destroy
person (minimum 20) them.
03 Rapport
(p21, exlO)
Speaker B
Situation 1
You are a consultant. You are meeting Speaker A to discuss how to reduce administrative costs in their company.
1 Make a list of ways the company could reduce its administrative costs, e.g. downsizing, outsourcing, teleworking,
eliminating paper, investing in technology, etc.
2 Hold a meeting with Speaker A to get agreement for as many measures as possible. You will need to build rapport in
order to get agreement for your ideas; try to adapt to Speaker A's communication style in terms of posture, gestures,
facial expressions, breathing, voice, speech rate and key words and phrases.
Situation 2
You are meeting Speaker A, a consultant, to discuss how to improve staff motivation in your company.
Choose one of the following communication styles:
You are very self-confident and energetic; you speak loudly and fluently and make expansive gestures.
You are very reserved and tense; you speak quietly and hesitantly and your body language is defensive.
You are nervous and laugh a lot; you speak quickly in a high voice and you are constantly changing your
position and posture.
You are extremely relaxed and comfortable; you smile and nod your head a lot; you speak slowly in a deep voice.
Hold a meeting with Speaker A. Disagree systematically with their ideas. Wait until you consider that they have
adapted well to your communication style before giving your agreement.

05 Problems on the phone Leader's brief: Open the meeting, inform those present
of HQ's proposal, make sure everyone gets a chance to
Tackling problems (p34, ex7) speak and no one dominates. Try to avoid digressions and
Speaker B keep the meeting short. Give your own opinion only after
At the end of each conversation, give Speaker A a score out everyone else has spoken and try to reach a decision on
of ten for (a) helpfulness and (b) assertiveness. what recommendations to make to HQ.
I Speaker A will phone you with a problem. You are very Meeting 2: Employee surveillance (in favour)
busy at the moment (you decide what you're doing) You have heard a rumour that head office is planning to
but try to give them some advice. If you can't, suggest introduce a system of checking up on employees using PC
someone they could phone who might be able to help. monitoring software and closed circuit television (CCTV).
2 You are Speaker P.:s boss. It's 6 pm and you still have a You are about to attend a meeting to discuss the subject.
mountain of papers on your desk to go through before At the moment you are firmly in favour of the idea, but
the morning (you decide what sort of papers they are). listen to what the other participants have to say before
Phone Speaker A and ask them if they'd mind staying finally making up your mind. You are sure that huge
on for an hour or so to help you out. Be diplomatic but amounts of company time and money are being wasted
don't take no for an answer - unless they can suggest by employees accessing gaming and adult websites during
someone else. working hours. You've even heard some of the male staff
joking about it. An article you read in Business Week
3 Speaker A has just been promoted and you are now
claims that employees who play computer games whilst at
their boss. But a colleague from an overseas division
work cost US firms $100 billion a year - or 2% of GDP. You
of your company (you decide who) is going to spend
also remember the famous case of Chevron, who, by failing
the next three months working on an international
to monitor computer use, ended up being sued by four
project in your division and they need to be provided
female employees who had suffered sexual harassment
with a suitable office. Speaker P.:s office would be ideal
through the internal email system. The company finally
(you decide why). Phone them and try to get their
had to pay out $2.2 million in compensation.
agreement without causing any bad feeling.
Hidden agenda: You've heard that a junior manager in
4 You have been working on an important report for
your department, who seems to have his sights set on your
nine months. Because of a lot of unforeseen difficulties
job, spends hours in private chatrooms on company time.
and complications (you decide what) you are a month
In order to catch such people, you think the computer
behind schedule and now need six, rather than
surveillance should be covert.
two, more weeks to finish it. On completion of the
report you are due to present your findings to senior Meeting 3: Alternative management training
management and you think they will be impressed. (against)
Much to your annoyance, however, you think your You have heard a rumour that head office is planning to
boss, Speaker A, is going to try to speed things up by introduce a series of alternative management training
bringing in someone else to help you finish the job and courses for all levels of staff. You are about to attend a
take half the credit for all your hard work. meeting to discuss the subject. At the moment you are not
keen on the idea, but listen to what the other participants
have to say before finally making up your mind. Frankly,
06 Leading meetings you don't believe that 'fads' like this represent very good
value for money. A friend of yours works for a firm that
(p41, ex6) sent him and his colleagues to a Benedictine monastery to
Speaker A learn about 'Morality in the Workplace'. Predictably, it was
Meeting 1: Genetic profiling (chair) thought to be a complete waste of time. You've also heard
You have been asked by head office to chair a meeting about weird courses offered by drama groups, orchestras,
on the possible introduction of genetic testing for job circuses, the army and even the prison service where
applicants at all levels. Your company already insists executives spent a week in jail to build team spirit.
on a medical when people apply for a job, as well as Hidden agenda: You have a close friend who is in charge
psychometric tests and checks on possible criminal of in-company training at a prestigious business school in
records. Now they think a genetic profile would help to the United States. If your company booked a course, you
reduce the risk of employing or promoting people with personally might get some kind of 'thank you'.
potentially serious diseases and mental health problems.
The test would probably be voluntary - this hasn't been
fully discussed with the legal department yet - but
refusal to undergo it may affect a candidate's chance of
employment or promotion.
You have read that vulnerability to stress, alcoholism and
strokes - the three main causes of people being off work
for prolonged periods - are all to some extent genetically
inherited, but the idea of genetic testing does seem quite
drastic and is bound to provoke a certain amount of
hostility.

08 Promoting your ideas 09 Relationship-building
Pitching your idea (p52) Getting out of the office (p58, ex4)
Teaml SpeakerB
Situation 1
Standing Task Chair Background: You're playing golf with Speaker A, an IT

security specialist. As IT director for a major insurance
The Standing Task Chair supports the body in a company, you frequently engage their services. It's a
standing position which promotes a yoga-style,
beautiful spring morning.
healthy working posture.
Situation: Your game is a bit off today. Although you're a
Designed for use with standing better player than Speaker A and usually beat them, they
desks, the Standing Task Chair were actually a shot ahead on the 16th hole. Then they
supports the body in three were very unlucky to drop two shots on the 17th, putting
remarkable w ays. The user
you back in the lead.
sits on the seat and rests the
knees against a cushion. A Hidden agenda: You've always got on well with Speaker A
platform maintains the feet at and rate them very highly as an IT expert. However, the
an angled position. T he seat consultancy they work for charges extremely high fees -
is completely adjustable, higher than any of their competitors. You invited Speaker
and will pivot to allow more A to play golf because you've been considering offering
freedom of movement. them a permanent job within your company, but don't
mention this straightaway. They seem to have something
on their mind - or perhaps it's just that they don't like
losing!
The Pocket Tripod for iPhones can be folded flat You start: Oh, bad luck! Looks like it's all down to the
and conveniently put away inside a wallet or pocket. last hole ...
Easily folded back out, it can be set up to support the Situation 2
iPhone in a number of positions.
Background: You work in the sales department of an
The Pocket Tripod is only 3 mm thick - about the international sports goods company. You're playing tennis
same thickness as two credit cards. It can be set with Speaker A, the sales director. When you started
up with the phone in either landscape or portrait playing it was a warm summer afternoon, but it's just
mode - and can be easily tilted to almost any angle.
clouded over and looks like it might even rain.
Compared to most portable stands, the Pocket
Tripod gives smooth, 90 ° sweeps of tilt adjustment. Situation: You were warned that your boss takes tennis
This lets the photographer have precise aim when very seriously and doesn't like losing, but, even though
using the phone's camera. This is true flexibility! you're not really trying very hard, you beat them 6-2 in
the first set and you're 4-1 up in the second. You should
probably lose a few games to make them feel better, but
you've noticed the head of marketing is watching you from
the next court and you'd like to impress them.
Hidden agenda: You've only been in the sales department
for a few months, but already you hate it. Direct contact
with customers all day is just not you and you don't get on
with the rest of the team, who are all very competitive. You
studied strategic marketing at university and that's what
you really want to do, but there were no vacancies when
you applied to the company, so you took the job in sales to
gain experience. Big mistake. You keep meaning to talk to
your boss about your problems, but now doesn't seem like
a great moment!
09 Relationship-building Speaker A will start.
A dinner invitation (p60)

Guest: Ulterior motive
You've secretly applied for and been shortlisted for a
better job (you decide what) at another company in San
Francisco. You've been fairly happy in your current job
and you don't want to upset your host, so break the news
gently at some point during the evening and try to see
if they'll write you a good reference. Be careful what you
say and be ready to change the subject if things don't go
according to plan!

2 Flight AF6001 from Paris to Rio de Janeiro,
Scenario E economy class (3am)
• You are a financial speculator who specialises in
(pl17, exll)
medical, pharmaceutical and biotech stocks.
Mediation checklist Yes No • You are coming back from a meeting in Paris to Rio
Did the mediator: where you live with your American partner, the crime
describe the process and set the novelist A. J. Bell.
ground rules? • Due to the cancellation of your business class Varig
have each party speak in turn? flight, you've ended up in economy class on an early
morning Air France flight instead. And you are already
listen carefully and prevent
regretting this - there's barely room to move and
interruptions?
the plane seems to be experiencing some turbulence.
identify the main issues? You've never been a great flyer and are starting to feel a
generate alternatives? bit sick.
hold one-on-one meetings if necessary? • Perhaps talking to the person sitting next to you would
encourage agreement but impose nothing? take your mind off it. But they seem to be reading a
write up what was agreed and get the book. Actually, the book looks quite familiar ...
parties to sign up to it? 3 Flight LHl 706 from Los Angeles to Munich, first
class (2pm)
Assertiveness checklist Yes No • You are a highly paid German-English interpreter based
in Munich and travelling back from LA, where you've
Did participants behave and speak
been assisting at the American launch of the new BMW
assertively rather than passively or
sports car.
aggressively?
• When you arrived for your business class flight this
Did participants use 'I' to describe their
morning, you were delighted to find that it was
feelings rather than 'you' to criticize
overbooked and that you had been upgraded to first
others?
class.
Did participants use 'I'd like' rather than
• You've had quite an exciting, if stressful, week in LA
'you can't /shouldn't'?
and are now thoroughly enJoying the flight home.
Did participants describe facts rather than You've had an excellent lunch and have just tuned into
imposing judgements and opinions? the in-flight movie on your personal video screen.
Did participants give specific examples • You've already seen the film, but don't mind seeing it
rather than making generalizations? again as it stars your favourite actor, Al Pacino. And
Did participants offer incentives rather than anyway, the person sitting next to you looks like some
making threats? big-shot multimillionaire business type.
15 Delegation
14 Out and about (p97, exll) 81
In-flight conversations (p9l, exl1) Speaker B Sp
Speaker B 1 Speaker A is your manager and has a task to delegate Pri
Hold short conversations with a fellow passenger, Speaker to you. You are new in your job; last time someone •
A, on three different international flights. delegated a task to you it wasn't clear what they wanted •
Use the information below to get you started, but invent and it ended badly. Make sure you know exactly what
any extra information you need to keep the conversation you have to do and how you have to do it this time. •
going for a minute or two. 2 You are Speaker Ns manager. You need them to organize
1 Flight BA1311 from Dubai to London Heathrow, an event (you decide what and why). Speaker A is a very •
business class (9pm) experienced member of the team and has often done
• You are the senior partner in a small software this type of task before. Make sure you leave room for
them to use their skills and initiative.
•
company specialising in computer-assisted engineering
applications for the oil industry. 3 Speaker A is your manager and has a task to delegate
to you. You have been a member of the team for two or
•
• You are travelling back home from a series of meetings
with potential clients in Dubai. It's been an exhausting three years and are confident in your ability to do the
trip and not as successful as you would have liked. job. However, your manager is not always very clear
• Frankly, you'd just like to skip dinner and try and get about what they want and when they want it, so make
some sleep. First, however, you think you'll update sure you get enough information about the task.
your client files on your Blackberry. 4 You are Speaker Ns manager. You need to delegate a
• You are not pleased to see that the person sitting next task to them (you decide what and why). Speaker B is
to you, Speaker A, has a young child with them. There new in the job; they are very enthusiastic but a little too
goes your relaxing flight! optimistic about their skills and abilities in your opinion.

Scenario B 16 Teleconferencing
(p47, exlO) Desert island blues (p104)
Creative Director of RJK (UK)
Presentations checklist Yes No
Was the objective clearly stated? eO email
Was the presentation clearly structured Well, we've had eight days of incessant rain,
and signposted? two cameras damaged in transit and now the
Was the presentation the right length; not electricity generator's broken down. Whose idea
too short, not too long? was it to use a real desert island for the shoot?
Was the presenter's body language Flying Sandra in and out from Fiji every day is
appropriate? proving totally impractical. Didn't I say using a
Was the presenter's voice comfortable and big Hollywood star was asking for trouble? She
pleasant to listen to? came down with some kind of tropical fever two
days ago and hasn't come out of her hotel room
If the presenter used visual aids, were they since. So far we've only got about 15% of the
clear and helpful? commercial in the can.
Did the presenter invite and answer
To keep costs down the crew are staying on
questions?
Oamu-Oamu until we're finished. Today is the
Overall, was the presentation interesting first fine day, but there's still no sign of Sandra,
and convincing? so we're just getting some footage of the island.
I strongly suggest we either fly out a replacement
Coaching checklist Yes No or seriously consider filming the whole thing in a
Did the coach get your permission to give studio in Britain.
feedback? Ridley Hurst, Film Unit Director
Did the coach invite you to give feedback
first?
Did the coach start with the positives? • e email
Was the feedback specific and
No doubt you've already heard from Ridley.
constructive? The good news is that Sandra's PA tells me she
Did the coach use questions and indirect may be well enough for filming tomorrow. My
language to help you find solutions? suggestion is that we forget Oamu-Oamu and
Did the coach encourage and motivate you? find a nice secluded spot here in Fiji. I'm sure that
would suit Sandra much better if she's still not
feeling too well. I've sent some of the team out
scouting the beaches for possible locations.
02 Information exchange The bad news is that the animal handler's gone
missing. You remember that we wanted to use
Breaking the bad news (p17, exl) real animals on this shoot instead of adding them
Speaker C digitally later? Well, now I'm left here with 36
Proposal: Language training African parrots and a rather lethal-looking python.
• Board keen to market products more internationally Ridley seems to think we'd be better off doing
• English now language of international business but the whole thing in a studio, but I think it would be
many staff (65%) already speak it a shame to pack up and leave now we're all here.
• In board's view, Chinese is business language of the Might be rather hard to explain the unnecessary
expense to the client, too. Are we insured for
future
this?
• Mandarin, however, is one of world's most difficult
languages Amelia Devine, Senior Account Manager,
• Therefore, compulsory Chinese lessons (in employees' RJK (UK)
own time) to start immediately
• All new managerial staff to be obliged to accept
12-month transfer to new subsidiary in Beijing

Hidden agenda: You often surf the Internet on your
Scenario D office PC during coffee and lunch breaks (never during
working hours, however) and regularly log on to chatroo
(p99, exl3) channels. You see this as valuable networking and not
Speaker A an abuse of company Internet access. Still, if Internet
Meeting 1 monitoring was introduced, you'd prefer the company to
Lead a meeting with Speaker B to explain one of the announce the fact and not investigate past use.
following proposed changes: Meeting 3: Alternative management training (chair)
• Moving the office to a new location. You have been asked by head office to chair a meeting
• Outsourcing production to a low-cost country. on the possible introduction of a series of alternative
• A four-day week in return for a salary reduction management training courses. In the past, your firm
of 15%. has sent junior members of staff on practical office skills
• Your own idea. courses and middle and senior management on executive
Explain your proposals and try to get a commitment to courses at several top business schools. But the feedback
support the change from the other participants. has sometimes been rather negative. As people at all levels
in your company require a high degree of creativity, HQ
Meeting2
is proposing to hire the services of a number of 'arts and
Listen to B's proposals; ask any questions and raise any
business' companies to help employees 'think outside the
objections you can think of.
box'.
Suggestions so far include: working with a renowned
artist to produce a Sm x 30m company mural to be
06 Leading meetings displayed at HQ; putting on a variety show with the help
of professional actors with all members of staff taking
(p41, ex6) part in song, dance and comedy routines; choreographing
Speaker C a modern ballet to dramatize the challenges facing the
Meeting 1: Genetic profiling (in favour) company; and music lessons from professional musicians
You have heard a rumour that head office is planning to leading to an end-of-year company jazz session. Many
introduce genetic testing for future job applicants. You big-name companies have found similar training to be
are about to attend a meeting to discuss the subject. At highly enjoyable and successful - why not your company
the moment you are basically in favour of the idea, but too?
listen to what the other participants have to say before Leader's brief: Open the meeting, inform those present
finally making up your mind. You know that 350 million of HQ's proposal, make sure everyone gets a chance to
working days are lost each year in the EU alone through speak and no one dominates. Try to avoid digressions and
illness - stress being the cause of 41 million of those. UK keep the meeting short. Give your own opinion only after
companies lose £13 billion annually because of employees everyone else has spoken and try to reach a decision on
going off sick. If people with potential social problems what recommendations to make to HQ.
(such as alcoholism or drug abuse) could be screened out
at the job application stage, it would make for a healthier
workforce and could save the firm millions. Scenario E
Hidden agenda: Your department has been particularly
affected by people taking sick leave. At the moment you (pll7, exll)
are trying to cope without three of your key managers - Speaker A
one of them, you suspect, has a drink problem. You are the mediator. You have organized a meeting to
Meeting2: Employee surveillance (against) mediate between Speakers B (Sales) and C (Marketing).
You have heard a rumour that head office is planning to Their company sells high-quality tea all over the world,
introduce a system of checking up on employees using but sales are falling and they have developed opposing
PC monitoring software and closed circuit television strategies to try to rescue the company.
(CCTV). You are about to attend a meeting to discuss the Make sure you remain impartial throughout the
subject. At the moment you are very much against the session. Keep order, encourage both parties to speak
idea, but listen to what the other participants have to say one at a time, identify the main issues and phrase any
before finally making up your mind. You firmly believe ideas of your own as suggestions. You can put each
that a good work atmosphere is built on trust and that party on hold for a maximum of three minutes for a
such security measures should only be taken when there single private session with the other party. Make sure
is strong evidence to suggest that company facilities are you write down whatever is agreed and get both parties
being abused. Moreover, you suspect that phone taps, to agree to sign up to it before you close the meeting.
video cameras and PC monitoring may just be the thin end If agreement cannot be reached, ask the parties if they
of the wedge. You've heard in some companies workers think a further session would be a good idea.
have also been videotaped in toilets and locker rooms and
investigators have even been hired to follow them home.
What next? Electronic tagging devices? Implants?
- 134 ADDITIONAL MATERIAL

•
08 Promoting your ideas 16 Teleconferencing
(p52, ex6) Desert island blues (pl04)
Team2 Account Director of RJK (UK)
rag on rltaf D 8• email
W hy not personalize everything from a peanut jar to Sorry to bother you on holiday, but we're
a bottle of cola with Tag on That? This is a specially having major problems with the Vivacity
printer than can print on just about any surface. shoot. As you've no doubt heard through
the grapevine, we're running six days over
They're calling this "the world's first affordable schedule owing to bad weather, logistical
Specialty Printer Machine." The Tag on That has a problems and a leading lady with a fever ...
flexible stamp that allows printing on flat, curved or
even rough surfaces. The device can also work on I've been asked to look into alternatives and
cupcakes, sweets or even pieces of cheese. We offer have come up with the following, which I
a complete online training program for the system with thought I'd better copy you in on:
tips, techniques, ideas and support. 1 If we fly the film crew home to do the
commercial in a studio, with set building,
studio hire and post-production, we could be
looking at an extra €750,000. Plus we'd be
unlikely to finish on schedule.
tagOnthatI
2 Finding an A-list actress to replace Sandra
at such short notice would be extremely
difficult, although there is provision for
her replacement, if unable to perform, in
the terms of our contract. I did speak to
someone at a lookalike agency who said he
had 'Sandra's twin' and could let us have her
for €5,000 a day.
Jason Roberts, Account Manager, RJK (UK)
e� email
I must say I am very disappointed with the

Bulletproof paint extracted from rice number of delays on the Vivacity project.
A research chemist has announced a remarkable development - These problems with the film shoot are just the
latest in a series of expensive mistakes. I trust
paints made from rice husks that can resist bullets. fire. bacteria
the extra costs will not be coming out of our
or rust.
agreed budget.
The main material used to develop all four paints is the nano silica Your Group President Nathan Auerbach tried
found in the rice husk. The bulletproof paint vest requires less layers to persuade me over lunch that everything
than conventional vests. so it is more lightweight. And it can even stop was going well, but now I'm told we may have
a bullet shot from 2 meters away. Moreover. the flame-resistant paint lost our actress for the commercial. I should
can protect a surface for up to 6 hours. The antibacterial paint can kill emphasize that in France the use of celebrities
up to 99% of bacteria. Finally. the rustproof paint can keep an object to endorse products is a proven and powerful
under the ocean rust-free for up to 10 years. advertising technique. Sandra's appearance in
the Vivacity commercial was part of the original
oriet to your a,gency and any rep)�.c:emem
wou\a na\le \o be aµpm'Jea by TTY'J rnar¼e\ing
department.
I might add that, as RJK's Account Director
with overall responsibility for our account, I'm
surprised to see you've found time to take a
vacation in the middle of this crisis.
Thierry DuPont, Director of Marketing,
Eternelle (Europe)

06 Leading meetings found what you learnt at business school much use in the
real world of business. On the other hand, an ex-colleague
(p41, ex6) of yours went on a course to learn about negotiating
Speaker B technique from an Olympic gold medal-winning judo
Meeting 1: Genetic profiling (against) player and says it was the best business training she's
ever had.
You have heard a rumour that head office is planning to
introduce genetic testing for future job applicants. You Hidden agenda: You have a favourite cousin who runs a
are about to attend a meeting to discuss the subject. At company that teaches business people creativity through
the moment you are strongly against the idea, but listen song, poetry and drama workshops, stand-up comedy
to what the other participants have to say before finally and exotic sports like Zen archery and rodeo riding. He's
making up your mind. One thing you are fairly sure of is not doing too well at the moment and could do with more
that genetic screening without consent would be illegal clients.
under civil law. You certainly consider it unethical. Also,
since some of the conditions screened for (such as sickle
cell disease) affect mostly black people, and others (such Scenario D
as breast and ovarian cancer) solely women, you are (p99, exl3)
concerned that the tests could easily lead to racial and
Speaker B
sexual discrimination.
Meeting 1
Hidden Agenda: There is a genetically inherited disease
that runs in your family. Although you do not have the Listen to Speaker P:s proposals; ask any questions and
condition yourself, you are worried that it might show raise any objections you can think of.
up in a genetic test and that you might be discriminated Meeting 2
against if you applied for promotion. Lead a meeting with Speaker A to explain one of the
Meeting 2: Employee surveillance (chair) following proposed changes:
You have been asked by head office to chair a meeting on • A merger with your main competitor.
the possible introduction of surveillance and electronic • Introducing teleworking for all staff.
security equipment to check up on employees of the • Two weeks' intensive English training per year for
company. In your business confidentiality is essential as all staff - to be deducted from annual leave.
many of your workers are dealing with highly classified • Your own idea.
information. Of course, a lot of your company files are Explain your proposals and try to get a commitment to
encrypted, but leaks still happen. HQ is also concerned support the change from the other participants.
about the amount of time employees appear to be
spending making personal phone calls and sending private
emails. Details of what system to install have not yet
been fully discussed, but suggestions include Internet 11 Stress
monitoring software, random phone tapping and closed (p71, exl3)
circuit television (CCTV) throughout the building.
Speaker B
You yourself are a little alarmed at the number of
1 Speaker A is your manager. You are suffering from
unnecessary emails sent back and forth over the company
stress because your workload and responsibilities are
intranet and have overheard staff making international
constantly increasing. Several people have left the
phone calls that were clearly not business. Monitoring
company and have not been replaced; you work 12
Internet access and phone use is common practice in many
hours a day and haven't had a holiday for more than
companies these days and you don't see why anyone would
a year; there is constant pressure to reduce costs and
object unless they had something to hide. CCTV seems a
improve productivity, but you are receiving more and
bit radical, however.
more customer complaints. You feel exhausted and
Leader's brief: Open the meeting, inform those present
unable to produce the results that are required from
of HQ's proposal, make sure everyone gets a chance to
you.
speak and no one dominates. Try to avoid digressions and
Talk to your manager about the problem.
keep the meeting short. Give your own opinion only after
everyone else has spoken and try to reach a decision on 2 You are Speaker P:s manager. Speaker A is suffering
what recommendations to make to HQ. from stress. Try to:
• help them express their feelings
Meeting 3: Alternative management training
(in favour) • identify the source of stress
You have heard a rumour that head office is planning to • find ways to relieve pressure
introduce a series of alternative management training • find ways to adapt to their situation.
courses for all levels of staff. You are about to attend a
meeting to discuss the subject. At the moment you are
fairly enthusiastic about the idea, but listen to what the
other participants have to say before finally making up
your mind. You already have an MBA, but have never

15 Delegation 3 Royalties You think a 10% royalty on net receipts from
album sales would be fair. This might be renegotiable
(p97, exll) after the album, but you'd like to offset the initial risk
of taking on the band by maximizing profits in the
Manager's Employee's early stages.
Delegation checklist
o n
....................................... _ p_1_�!�. ........ -�p_i_�\�.�......... 4 Deductions If sales of the first album are good (at
Did the employee receive all least 200,000 units), you may want to run a TV
the information required to campaign. In this case you would like to deduct the cost
. P.��_r_r_n .\��- ��_?................. .................. ................... of 20% of this from the band's royalties.
Did the employee receive
5 Advances Since advances are normally non-repayable,
unnecessary details about
you'd prefer to offer a relatively modest one on the first
· ·the
· · · · task?
································· .................. ···················
Was the management style album (say $120,000) and promise higher ones on later
appropriate for the staff albums once the band is established.
. d_�� l-�p_m,��-t.!�.V.�!?............... .................. ................... 6 Territory As you'll be spending a substantial amount
Were manager and employee of time and money on promoting The Penitents, you
confident that the desired require total 'universal rights' to sell their music
outcome would be achieved? globally.
7 Touring With a band like The Penitents touring is a
key part of building a fan-base. The band is particularly
17 Negotiating deals strong live and you would like to capitalize on that.
'fou'. u ex-pec't 'tnem 'to 'tour for a't\east six mont'ns in
The recording contract (plll, ex5) their first year. Your preferred schedule would be:
release two singles, record the first album and do the
Team B: Starburst Records (executives and lawyers)
tour. You'd want 70% of the revenue from ticket sales
You are very excited about this band's prospects. The but will pay for hotels, coach travel, clothes and food
Penitents are musically exceptionally strong with proven while on tour.
songwriting abilities. What's more, they have already
8 Songwriting The standard songwriter-music publisher
generated a lot of media interest. However, the risks with
split on fees for airplay on radio and TV is 50:50. You're
a new signing are always high. Fashions change quickly in
quite happy with this arrangement as long as you
your business and you should bear this in mind in your
retain the rights (see item 2).
dealings with the band's management.
Read your negotiating objectives below and then work
with your team to plan your overall strategy. In particular,
make sure you know which of your objectives are:
1 tradeables (things you'll concede to get what you really
Making things clear (pl4, exl)
want in return) 1 American 6 Italian
2 ideals (things you'd really like to get, but not if it costs 2 Russian 7 British
you the deal) 3 German 8 Chinese
3 essentials (things you absolutely have to get or the 4 Brazilian 9 Indian
deal's off) 5 French 10 Japanese
1 Band line-up Three of the four members of the band
- the lead singer/rhythm guitarist, lead guitarist and
bass guitarist are exceptionally talented, though the
lead guitarist has a reputation for hitting members
of the paparazzi and was recently involved in an
unpleasant incident aboard an airliner that resulted in
his being banned for life. The weak link is the drummer,
who simply must be replaced.
2 Term You are prepared to offer a one-album deal,
but would like to retain an option on at least two
subsequent albums, if the first is successful. You'd also
like to keep the performing and recording rights to all
the songs - otherwise, if you don't renew their contract
and they later become successful with a different label,
you won't be able to profit from their backlist of songs.

Situation 2
Scenario E You are a consultant. You are meeting Speaker B to discuss
how to improve staff motivation in their company.
(pll7, exll}
1 Make a list of ways the company could improve staff
Speaker B
motivation, e.g. training and personal development,
You are in charge of International Sales for a company incentive schemes, bonuses, mentoring and coaching,
that sells high-quality tea all over the world. Recently, away days, etc.
sales have decreased due to competition from cheaper
2 Hold a meeting with Speaker A to get agreement for
brands, so you have decided to defend your market
as many measures as possible. You will need to build
share by temporarily reducing your prices. You have
rapport in order to get agreement for your ideas; try to
just negotiated a deal with all the major supermarket
adapt to Speaker B's communication style in terms of
chains; you have agreed to give a large discount if the
posture, gestures, facial expressions, breathing, voice,
supermarkets promote your brand as their 'best buy'.
speech rate and key words and phrases.
However, you are furious with the Marketing team
(Speaker C.) Without consulting you, they have agreed
to pay a top film star (ask Speaker C for their name) to
star in a campaign of TV commercials and magazine
04 Voice and visuals
ads endorsing your product. You consider that this high Giving feedback (p26, exl}
value, low volume policy is suicidal. It would not only Speaker B: Presenter
force you to raise prices and cancel the deal with the You work for a major management consultancy and have
supermarket chains, but could also lead to job cuts in just given a presentation to an important Taiwanese client.
production and sales if the company continues to lose The presentation didn't go very well and unfortunately
market share. You feel that Marketing don't understand your boss was in the audience.
how price-sensitive the market is; their insistence on You are meeting your boss now, and are not expecting
maintaining an upmarket image and high prices is very good feedback. Make it clear that the disaster wasn't
the explanation for the company's difficulties. You are entirely your fault. Defend yourself using the following
determined to force Marketing to cancel the advertising information, and assure your boss that this will never
campaign and support your strategy. Invent any other happen again.
details as necessary. • You've been asking your boss for a new laptop for
ages - the one you've got just can't handle PowerPoint
properly.
03 Rapport • You've been on the road for four weeks and are
completely exhausted - this is your tenth major
(p21, exlO} presentation. To make matters worse, the laundry
Speaker A ruined your best suit and left you with virtually
Situation 1 nothing to wear.
You are meeting Speaker B, a consultant, to discuss how to • Some of your jokes may not have translated very well,
reduce administrative costs in your company. but you were just trying to break the ice.
• You're sure the DVD you were going to use was stolen
1 Choose one of the following communication styles:
from your hotel bedroom.
• You are very self-confident and energetic; you speak
• No one checked the microphone: the amplifier was
loudly and fluently and make expansive gestures.
turned down much too low.
• You are very reserved and tense; you speak quietly and
hesitantly and your body language is defensive.
• You are nervous and laugh a lot; you speak quickly in a Useful language
How was I supposed to know ... ?
high voice and you are constantly changing your position
and posture. It's not my fault. You should have ...
Somebody should have .. .
• You are extremely relaxed and comfortable; you smile
It might have helped if ...
and nod your head a lot; you speak slowly in a deep
Look, I'm not trying to make excuses, but ...
voice.
I can hardly be blamed for ...ing, can I?
2 Hold a meeting with Speaker B. Disagree systematically
Rest assured, it won't happen again.
with their ideas. Wait until you consider that they have
adapted well to your communication style before giving
your agreement.
C

LISTENING SCRIPTS
Listening scripts
01 BUSINESS OR PLEASURE? B And I thought you Americans were B Maybe they meant table tennis. I used to
supposed to like all of that traditional play for my university in Tokyo - many
1.01 British stuff. years ago.
Speaker 1 A Yeah, well, you can have too much of a A Table tennis! Ah, yes. I understand
Okay, well, now, we don't know a lot about good thing. Thought I'd come out here the Japanese are world table tennis
and enjoy the view. I must say, though, champions, isn't that right?
what the team might be interested in.
it was an excellent lunch. Fabulous B As a matter of fact, that's the Chinese.
And, this is going to be a mixed group with
their partners so it'll be difficult to choose ship too. A Ah, yes, of course ... Erm, so, do you
something they'll all like. But, since this is B Yes, isn't it? I'm James McRae, by the still play?
the first visit to Britain for some of them, way. BP, engineering division. B Not any more. Much too old for running
I suggest we go for something, you know, A Hello, James. I'm ... around now.
quintessentially British. The main thing B Helen Keating. Exxon Mobil. A Oh, I'm sure that's not true.
is to make sure nothing can go wrong. A Yes, how did you ... oh ... ? Have we met B I assure you it is true, Mr Thompson.
Most important, let's plan on something somewhere before? Bad heart, you see. Doctor's orders.
weatherproof! And we definitely need to B We have indeed, but I obviously failed to A Oh, right. Sorry. Erm, ... I see the
provide a bit more than just an expensive make much of an impression. Nikkei's looking strong. That must be
dinner. What about doing something
A Wait a minute. It's not like me to good news for you.
cultural?
forget a face. I know - Riyadh. The B Not especially. It makes our exports
Speaker 2 Petrochemicals Conference. I thought more expensive.
Hm, I think culture can be tricky. We don't I recognized you.
want to drag the group somewhere, only
A The world economy is still really
B As matter of fact, we had dinner unpredictable, don't you think?
for them to be bored out of their minds. We together.
just need a pleasant setting to be able to B It may seem that way for now, but I'm
A You're kidding! Now, I think I would still hoping for some stability in the
socialize. Let's think of a good restaurant
have remembered that. markets.
where we can relax, enjoy decent food and
talk about business. Of course, we need to B Well, there were rather a lot of us in A Ah, well, I suppose, er ... Oh, look, the
check if any of the team are vegetarians the group. At least 40. I don't think we rain's stopped! Yes, the players are
actually spoke. coming back on. Excellent. So, shall we
before we make any bookings.
Speaker 3
A Aha. Okay. Yes, it's all coming back to me return to our seats?
now. I seem to remember spending most C Quiet, please. Nadal to serve. Nadal
Hang on. We'll have plenty of time to talk
of the evening trying to avoid some leads by three games to two and by two
business in the meetings. This is about
annoying little guy called Alan. sets to love.
making sure we show them a good time.
Russians are very people-oriented. This is an
B Alan Sullivan. My boss.
opportunity for us to build a good working A Oops! I'm sorry. I didn't mean to ... 1.04
relationship with them, you know, a bit of B No problem. He's not my favourite Conversation 1
team spirit. In some ways it could even be a person either. Anyway, Helen, looks A Alistair, we've been here nearly three
team-building kind of thing. And, let me tell like we've got the best part of the Royal hours! Can't we just make our excuses
you, Russians certainly like fine dining! Yacht to ourselves this afternoon. How and go? You know how I hate these
So top quality catering, sure, but let's offer about another drink? things.
them something a bit special as well. And A Okay. Why not? B Look, Fiona, I'm not enjoying myself any
keep business out of it! more than you are, but this is business.
Speaker4 1.03 Besides, I need to speak to Julian about
Well, I think the main thing is to make the Conversation 2 this Internet advertising idea of his.
visit as personal as possible. I mean, we A So, Mr Ishida, let me freshen your glass. A Oh, all right. W here is Julian, anyway?
could spend a fortune on attending some B Thank you. I'm fine. We haven't seen him all evening ...
big event, but that's not very personal, A Some more strawberries, then, perhaps? C Hello! You must be Julian's guests.
is it? In fact, spending a little less on the B Er, not at the moment, thank you. I don't think we've met. I'm Dan Wilson,
event might mean you could afford to do Creative Director at JJK Advertising.
something extra for the team members
A I am sorry about this weather. Typical
I work with Julian.
English summer, I'm afraid. The forecast
- I'm not necessarily talking gifts, but B Ah, pleased to meet you, Mr Wilson.
did say we might have showers. But I'm
something. And, by the way, I happen to No, we've not met. Julian's mentioned
sure it'll blow over in half an hour or so.
know that their project leader, Yuri, spent a your name, of course. Alistair Hamilton.
So, how are you enjoying the match?
year studying in London, so we might think And this is my wife, Fiona.
about taking them somewhere else. That B Ah, very entertaining, I'm sure ...
C A pleasure to meet you both at last. And
means travel expenses, of course, but I'm A Good. Splendid ... So, tell me, have you please call me Dan.
sure we can keep those within reason. been to one of these big tournaments
before? The American Open perhaps?
A We were just wondering what this pile of
dirty laundry was doing in the middle of
1.02 B Ah, no, I haven't.
an art gallery.
Conversation 1 A Ah. But I hear you're quite a tennis fan, B Fiona!
A Hi, mind if I join you? though.
C So, you're not a fan of contemporary
B Er, not at all. Be my guest. B Er, not really. In fact, I never watch
art then, Fiona - you don't mind me
tennis normally.
A Only if I have to sit through 'Rule calling you Fiona, do you? Actually,
Britannia' by the Band of the Royal Scots A Oh, ... I see. My marketing people must this, er, 'dirty laundry', as you call it,
Dragoon Guards once more, I think have made a mistake. came second in this year's Turner Prize,
I'll scream. believe it or not.
LISTENING SCRIPTS 139

•
A Doesn't surprise me in the least, but, er, A Er, well, I'll leave you two to chat. See
1.07
still just looks like dirty laundry to me, you later. Don't forget the race starts at
I'm afraid. three. A Right. That brings us on to our main
C Well, yes, but I don't think that's what B Yes, see you later, Tom. So, Elise, how business this morning - the new Quasar
the artist would call it. about something to drink? Online Gaming System. As you already
know, the news is not particularly good.
A What does he call it, then? C Mm, sounds good. I'll have whatever
In spite of a considerable investment
C Erm, I'm not sure. I'll check the you're having.
in design and marketing, I'm sorry to
catalogue for you ... Here we are - erm,
02 INFORMATION EXCHANGE report that the project has not been a
exhibit 12, oh, 'Dirty Laundry'.
complete success.
A What did I tell you? B Not a complete success? What you mean
1.06
C Yes, quite. Erm, Alistair, I wonder if we is it's failed - dismally!
could have a word? Julian tells me you're A Okay, people. Let's get the ball rolling.
Well, you've all seen the latest figures
A Now let's not overreact, Alan. Certainly,
not very happy with the new Internet
it's failed to meet our original
campaign. and I don't need to tell you they're not
expectations. And, yes, technically
B Er, yes. Would you excuse us a moment, good. It's clearly time for a reality check,
speaking, we have run into negative
Fiona? Dan and I need to talk. ladies and gentlemen. This division is
profit ...
A about to go under if we don't change
Oh, don't mind me. There's a heap of B Negative profit! What do you mean
our attitude and fast. What we need
broken glass in the room next door I'm negative profit? You mean we've made a
is a complete change of mindset. We
just dying to see. loss - an enormous loss if these figures
need to synergize and take a much
B Er, right. Well, I'll catch you later, then
more proactive approach to product are anything to go by!
... Now, look, Dan, the thing is ... C Can we come back to the figures later,
development. The same tired old ideas
simply won't work any more. If we Alan, if that's okay? First, let's consider
1.05 why sales are so disappointing. Now, in
always do what we've always done, then
Conversation 2 we'll always get what we've always got. my view, it's not the product, but the
A Ricardo! Glad you could make it. And what got us where we are won't get market. I think there's a general lack of
B Hello, Tom. I wouldn't have missed it for us where we're going. consumer confidence ...
the world. It's not every day I get invited B I'm sorry? B In other words, sales are falling. Look,
to something like this. I hear Webber's A What I mean is we need to be thinking I'm sorry, Hannah, but you're just
out, so it should be a good race. outside the box, maximizing our looking for excuses. It's obvious that
A Yes, it certainly evens things up a bit creativity. Yes, that's right. I'm talking Quasar is simply not innovative enough
with Red Bull down to one car. Talking about nothing less than a complete for today's market.
of races, how's the South African bid paradigm shift in the management of A Alan, we leave innovation to companies
going? I heard it was just between you this company. like Sony and Nintendo. What we do is
and Swedish Steel now. B What's he talking about? clone the technology and do it cheaper.
B Hm, yes, the negotiations are still going C I don't know. C Alan, you know we've always been a
on, but we're hopeful. I don't think the A market-driven organization ...
Okay, the bottom line is: if we don't
Swedes can beat us on price. figure out how to turn this operation B Market-driven? What you really mean
A Well, let me know how it goes. We'd be around, we have no future in this is we've never had an original idea. I say
happy to organize the transportation if business. So, let's look at the big picture we need to be developing an innovative
you need it. We'd do you a good deal. and then see if we can drill down to the new product line ...
B Sure, I'll certainly keep you in mind if we details. A What, when the market's so massively
win the contract. D Can I just say something, Daryl? oversupplied? I don't think so. Now
A Great ... Ricardo, there's someone I'd like A Fire away, Kelly. is not the time to expand, but to
you to meet. consolidate.
D Erm, I don't think we're quite with you.
B Oh, really? B So what you're saying is, let's do
A I'm trying to say that it's very important
nothing.
A Yes, but first let me get you something I get your buy-in on this. What we
to drink. Can't have you standing there have to do is establish what our core
A No, I'm saying let's consolidate.
with an empty glass. What can I get you? competencies are and then benchmark B I see. And what will this 'consolidation'
B Just mineral water for now, thanks. ourselves against the current market mean in terms of our staff?
A Oh, all right ... Here you go. leader. Right now we're struggling just Redundancies, I suppose.
B Thanks. So, who's this person you to compete. If we can only learn from C Well, obviously, there will have to be
wanted me to meet? our competitors, then we'll be able to some restructuring of the department.
A Ah, yes ... Oh, here she is now. Elise, upskill our own people, ramp up product B You mean people are going to lose
this is Ricardo Piguet. Ricardo, Elise de development, and start to take this their jobs.
Cadenet. Elise is . company to the next level. C It's a possibility, yes. And we may also
C Hello, Ricardo. Long time no see. What C Erm, and you really want our input have to consider outsourcing production
is it, five years? on this? to cut costs.
B Hello, Elise. Must be five at least. You A Yes, Nigel. Change begins at the B In other words, our assembly plant may
haven't changed a bit. grassroots in an organization. be closed down too. I can't believe I'm
Empowerment - that's what this is hearing this!
C Neither have you\
A Ah, I see you two know each other already.
all about. A Of course, we won't be able to finalize
D Daryl? anything today.
C Ricardo and I go back a long way, Tom.
A Yes, Kelly. B You mean we'll have to hold another
B Yes, actually, we first met in Monaco - at
D meeting! If we've all still got a job by
Have you ever played buzzword bingo?
the Grand Prix, funnily enough ... So, then, that is.
Elise, last I heard you got married.
A Yes, well, I'm glad you raised that
C That's right. In fact we only just got back point, Alan.
from our honeymoon last month. But
now it's back to work. It's been really
B What do you mean?
hectic setting up this new business in
Biarritz.
140 LISTENING SCRIPTS

LISTENING SCRIPTS
D I hope you're not suggesting the

1.08 1.09
situation is hopeless.
Meeting! A Okay, everyone. It's bad news, I'm A Well, let's put it this way: we've cancelled
A Right, I'm allowing an hour and a half afraid. As you may have heard, the
the summer party!
for this meeting. Kate is going to fill us latest European sales figures are looking
in on how the appraisals went. That'll extremely disappointing. 1.10
take about a quarter of an hour or so. B Are you saying they've fallen short of
a
So that only gives us 45 minutes to deal projections again?
A Right. Basically, the position is this: the
with everything else. We'd better get A I'm afraid so. In fact, we may be 30%
contract is ours if we want it.
started. down. Now, this will be the third quarter
B Sorry, I thought we had an hour and a in a row we've missed our targets
B But we're not in a position to take on
half. and, frankly, unless things pick up another project right now, are we?
A What? Oh, yeah, sorry. We've got 75 considerably next quarter, we may have A I know. Jan, what's your position
minutes, haven't we? Still, there's a lot to rethink our whole pricing strategy. on this?
to get through. C Are you suggesting we introduce price b
Meeting2 cuts? A Look, it's not just a question of software,
A Alessandro.
A Look, it's no good going on about pay If we still can, Anna. Certainly if we'd
rises. We pay nearly twice what most of done that a year ago, it might have B Of course not. It's also a question of
our competitors do. And I really don't stimulated demand. But do it now and hardware. The entire system needs
see how people can expect another we may end up running at a loss. As you upgrading.
salary increase this year, when they're know, we're barely breaking even on A But that's out of the question. We can't
already earning three times the average some of our product lines as it is. afford that kind of capital outlay.
rate. D Surely you're not saying it's time to C
B Hang on a second. You said we pay twice phase them out! A Sales are down. One option would
as much, not three times. A No, no, of course not. At least, not yet. obviously be to cut our prices.
A Hm? Oh, all right, twice as much, then. But what I am saying is that we need to B That's no longer an option for us. We're
It's still a lot more than everybody else. keep production costs down somehow if barely breaking even as it is.
Meeting3 we want to remain competitive. A Well, then we've no option but to
A You know as well as I do that this project B Does this mean we should be investing rethink our whole marketing strategy.
was supposed to take 16 weeks. And more in new technology? d
this isn't the first time we've run over A If only it was that simple, Erik. But right A Well, there's no easy answer to this, but
budget, is it? I mean a 20% overspend is now we're not really in a position to how about voluntary redundancy?
pretty serious. And surely three months invest in anything, even if we wanted
B I don't think that's the answer, but
was sufficient time to complete the to. No, I'm afraid the situation calls for
maybe we could reduce people's hours.
project. more drastic action. It's clearly time for a
major restructuring.
A That might have been the answer if
B Just a minute. I thought you said we didn't already have a strike on our
16 weeks, not three months. D Are you telling us there could be lay-offs?
hands!
A Okay, okay, that's four months, then. A I don't see how we can avoid it, James -
e
But you've taken nearly six. unless, of course, we can get some of our
people to accept reduced hours.
A Now, let's not make a problem out
Meeting4 of this. What if we just pulled out of
A Frankly, with the Asian economic C You mean some kind of job-share
Sudan?
situation the way it is and both the scheme?
B Well, I've no problem with that, but our
euro and the dollar going up and down, A Yes, either that or introduce a
partners won't be happy.
we're not doing well in the Far East. four-day week - providing the unions
don't oppose it. Of course, it's not just a
A No, but that's not our problem, is it? The
South America is where we should be
question of costs. It's also a question of political situation is just too unstable.
concentrating our efforts. As a matter
of fact, Brazil is now our second biggest product. The fact is, better products are f
market after China. coming onto the market all the time. A I'll get straight to the point. We're
D getting too many customer complaints.
B Hold on. Didn't you just say we're not So you're saying we should be spending
doing well in the Far East? more on R&D. B I agree with you. But the point is we
Well, I meant apart from China, A As I've said, capital investment is no don't have the staff to deal with them.
obviously! China's always been a huge longer an option for us. Pour any more A That's beside the point. We shouldn't be
market for tobacco products. money into R&D and we'll simply slide getting them in the first place!
eetingS further into debt. And then there are all g
I'm sorry, but I don't want us bringing the problems we've been having with A I'm afraid the situation is serious. And if
our overseas distributors. the press get hold of the story, .
in people from outside the company to
sort this problem out. There's a lot of B Does this mean you're thinking of B Look, we'll deal with that situation if
highly confidential information on our centralizing distribution? and when it arises. Let's not panic just
intranet. And we should really be able A Well, that's one option, yes. But even if yet.
to deal with this ourselves. There's a we decided to do that, and it's a big if, A You're right. What this situation calls for
guy I play golf with who runs his own it would take time to implement - time is calm and careful planning.
consultancy. He's offered to help us out. we simply don't have. As you know, h
our share price has fallen to an all-time
Wait a moment. You just said you didn't A The fact is, we're simply not spending
want to bring in people from outside the low of just 85 cents. And I wouldn't be
enough on R&D.
company. surprised if, by our next meeting, it's
fallen even further. The fact is, we're
B As a matter of fact, we've doubled our
Erm, well, what I mean is I don't want R&D budget this year.
selling old products at inflated prices
just anybody. This guy's different. C That may be so, but the fact remains
I've known him for years. in a volatile market through inefficient
distributors. we're losing our technological lead.

03 RAPPORT A Yeah. But you know Harry's just
1.17
transferred to South America, don't
1.11 you? So I'm taking over where he left off. A Welcome back to CBN Business. To be
I won't beat about the bush, Helena; this or not to be? That is the question for an
A Come in, sit down. It's, um, Helena,
increasing number of companies putting
isn't it? Jacob Sanders. I think we is a global policy. Head Office don't like
exceptions, and it's my job to make sure their staff through drama courses in an
already met.
that we don't have any. attempt to turn them into better public
B Erm, thank you. Yes, in Chicago, but speakers. Jon Heller meets a group of
it was, erm, several years ago. Did you B I understand. And let me reassure you
on that point, I'm confident that we can British managers making their theatrical
erm, did you have a good flight? debut.
bring people round to the idea. It's just
A Yeah. Well, Helena, you know why I'm
that we're going to need a little more B 'Next time you are about to make a
here. We want to get this teleworking presentation, take a deep breath and
time ...
policy implemented as soon as possible. imagine yourself walking on stage
B Yes, well ... would you like some coffee 04 VOICE AND VISUALS - about to give the performance of
or tea? your life.' That's the advice of William
A No, I'm good to go. 1.13 Freeman of Cambridge Associates, one
B Erm ... well, as you know, I, erm, I Hello, this is Cheng Jing from Nanogen,
of a new wave of management trainers
spoke to Harry Stross about the special who believe that presenting is less about
Taiwan. I just wanted to let you know that
circumstances here, and ... PowerPoint and more about acting
your presentation this morning was a
A Harry's just transferred to South the part.
tremendous success with everyone here.
America, actually. Look, Ellen, um, What a brilliant idea to do the whole thing At Prospero, a company with similar
Helena, I won't beat about the bush, in such a casual, low-budget and alternative aims, Tina Packer and Michael Lame
this is a global policy. Head Office don't way! Very clever. The board certainly got the have taken the idea one step further and
like exceptions, and it's my job to make message. put Shakespeare on the programme.
sure that we don't have any. After all, who better to teach managers
Our executives really liked your calm,
B I understand. Erm, it's just that people how to speak effectively and relate to an
quiet approach. So please pass on my
here don't really like the idea of working audience than classically trained actors?
congratulations to your excellent presenter.
from home. And erm, not having their Whether you're a platform speaker at
Oh, by the way, the joke about Beijing
own office any more. It's quite upsetting the annual conference, a salesperson
was greatly enjoyed - even in translation.
for people who've been working here for pitching to a client or just chairing
So, see you at the next strategy meeting.
years and years. your weekly staff meeting, actors have
Goodbye now.
powerful communication techniques you
A So which part of the policy is it they
can learn from. Prospero is certainly in
don't understand? I mean, it's not as if 1.14
demand, regularly running courses at
they were losing their jobs! We just want a There's a whole market in Eastern Columbia Business School, Harvard and
them to work from home three days a Europe just there for the taking. MIT.
week. Most folks in the States are really
happy with it.
b Quite frankly, the results we've been So what is it that makes someone a
getting are absolutely incredible. brilliant speaker? Richard Olivier, Royal
B It's just that ...
C Now, I'm sure I don't need to tell you Shakespeare Company director, creative
A I'm sorry? just how crucial this is. management consultant and son of
B Oh, erm, nothing. d Net profits are up 97% - yes, 97%. acting legend Sir Laurence Olivier,
1.12 e Would you believe that so far we've not thinks it's 'self-belief'. According to
been able to sell a single unit? Olivier, 'Much of leadership is acting.
A Hi Helena, Jacob Sanders.
f Miss this deadline and we'll lose the Not faking it, but taking on a role.
B Hello. biggest client this company's ever had. Paradoxically, the acting makes it real.'
A I don't know if you remember me, we But what do the trainees think? We
met in Chicago. 1.15 questioned a few who'd taken a course in
B Yes, of course I remember you! It was a There's a whole market I in Eastern acting like leaders.
the conference with that awful team Europe I just there for the taking. C I thought my boss had gone mad at first.
building day, wasn't it? d Net profits I are up ninety-seven I mean, Shakespeare? No way! But, in
A Yeah; what a disaster that was! per cent I - �. I
ninety- seven I I fact, it's been really inspiring. And a lot
of fun!
B Anyway, how are you? Did you have a per cent.
good flight? D Frankly, I was terrified. Me, acting on
A Not too bad, thank you. But I have to 1.16 stage? I don't think so. But I've learned
a lot of stuff I never got on those boring
say, the Atlantic seems to get wider a There's a whole market I in Eastern
every time I cross it! presentation courses.
Europe I just there for the taking.
B Yes, it's a long flight, isn't it? Maybe you b Quite frankly, I the results we've been
E Well, the actors have been fun to work
should consider teleworking! I I
getting are absolutely incredible.
with. We've had a lot of laughs. I'm not
so sure how useful it all is - you know,
A Aha, touche! But you know why I'm C I
Now, I'm sure I don't need to tell you I in a business context. But, hey, it got us
here, Helena. We want to get this policy just how crucial I this is.
out of the office for a couple of days, so
implemented as soon as possible. d Net profits I are up ninety-seven I'm not complaining.
B Yes. Erm, would you like some coffee or per cent I - �. I
ninety- seven I I F Well, this really isn't my thing at all. I
tea? per cent.
mean, public speaking just frightens the
A Yeah. A cup of coffee would be nice, e I
Would you believe that .§2 far we've I life out of me, without getting up and
thank you. not been able to sell I a single unit? acting in front of an audience. Frankly, it
B So, did Harry Stross fill you in on our f I I I
Miss this deadline and we'll lose was hell. Never again!
special circumstances here? the biggest client I this company's G Best course I've ever done - by far. Just
ever had. totally brilliant. I never realized the true
power of the voice and the confidence it
gives you when you can make it work for
you. I'd definitely recommend this kind
of training.

LISTENING SCRIPTS
B So, there we have it. Time to shut down B Hm? Oh, a bit, yeah. Well, George, B Yeah, yeah. Look, it's about the
your laptop, brush up your Shakespeare I expect you're calling about that computer I bought off you two weeks
and learn bow to wow an audience with project ... ago ...
the professionals. A And how are your parents? Is the family C Yes? What seems to be the problem?
doing well? B Well, I was transferring my files to it
1.18 B They're all fine. Thanks for asking. Look, from my flash drive and it's lost the lot.
If we are going to die, we are enough George, I am rather busy right now. Everything!
To cause our country loss; and if to live, I've just got back from holiday, actually, C Okay, now don't worry. I'm sure we can
The fewer men, the greater share of honour. and you know what it's like. Was there sort something out. First, can you give
This day is called the Feast of Crispian. something you wanted to talk to me a few details? The computer has lost
me about? all your data, you say?
He who survives this day, comes
safely home, A Of course, how silly of me! You've just B Yes. But, you don't understand. It's
been on that safari you were planning wiped everything off the flash drive as
Will hold his head high when this day
last time we spoke, haven't you? well! My whole life, my whole life was in
is named
B Yes, and what with the new job and those files.
And stand up at the name of Crispian.
everything, there's a bit of catching up ... C Oh, my goodness! Are you sure? Sounds
He that shall live today and see old age
A Kenya, wasn't it? like the problem's with your flash drive.
Will celebrate it yearly with his neighbours
B What? B Of course I'm sure! And there's nothing
And say: 'Tomorrow is Saint Crispian'.
A The holiday - Kenya. wrong with my flash drive. I've had
Then he'll roll up his sleeve and show it years!
his scars
B Yes. Listen. George ...
A You know, I've always wanted to go to C Okay. I can understand how upset you
And say: 'These wounds I got on Crispian's must be. Now, I don't think we can deal
Kenya ...
Day'. with this on the phone, so I'm going to
B Well, now, George, I mustn't keep you.
Old men forget; yes, all will be forgotten; send a service engineer to see if they can
A What's that?
But he'll remember all too well retrieve your data. Can you give me your
B I'll let you get on. I'm sure you've got product reference number?
What he achieved that day. Then will
things to do, busy guy like you. It's been
our names: B Hm? Er, yes. It's ... here it is ... it's
great talking to you, though.
Harry the king, Bedford and Exeter, SFll-003.
A Yeah, likewise.
C Thank you.
Warwick and Talbot, Salisbury and
B We must get together soon.
B I'll be expecting a total refund and
Gloucester,
A Yeah, yeah. As a matter of fact, I'm going compensation if this can't be fixed!
Be between cups of wine newly remembered.
to be in London for a few days next
This story will the good man teach his son; C Unfortunately, we're not authorized to
month.
And Crispian will never go by, give refunds, but what I can do is send
8 Ob,no! 10-u a 'tnan o . n
- ew compu'ter.t\ow wou\o.
From tbis day to tbe ending of tbe world, A Sorry? t\:\atbe'l
But we shall be remembered for it - B I said 'Oh, nice.' Perhaps we can meet up B This is supposed to be a brand-new
We few, we fortunate few, we band for lunch or dinner. computer. You think I want another one
of brothers;
A Yeah, thatci be great. of tnese, after what the fast one did to
For he today who sheds his blood with me B But, erm, I'll have to let you go now, my files?
Will be my brother. However poor George. Someone just this minute C Well, let's see what our engineer can do.
and humble, stepped into the office. Hopefully, it's not quite as bad as you
This day will make of him a gentleman. A Oh, right, I see. think. Now, I've got your address here
And gentlemen in England, now in bed, B And it looks like I've got an international in your customer file. Oxford OX2 6BJ,
Will curse the fact they were not here, call just come in on the other line as right?
And question whether they are really men, well. Yes. 8 Yeah, right.
While anyone speaks who fought with us A No worries. I'll call you back in half an C And it's Mr Harris, isn't it?
Upon Saint Crispian's Day! hour, then. I haven't told you my good B Yes.
news yet. Wait till you hear it! C Right, Mr Harris. We'll have an engineer
05 PROBLEMS ON THE PHONE B What? Er, no. Erm, George? George? with you this afternoon. And I'll ask him
to bring a new hard disk with him. ls
1.19 1.20 that all okay for you?
B Hello? A Hello. Thank you for calling the iDeals B Er, well, I suppose ...
A Dan? customer service line. All our customer C Good. Glad to be of assistance. Is there
service advisers are busy right now. anything else I can help you with?
B Speaking.
Please hold and your enquiry will be B Hm? Oh, no, no.
A It's George. George Chatterton.
dealt with shortly ... This is the iDeals
B Ah, George ... How are you? C Well, best of luck this afternoon. I hope
customer service line. Thank you for we can solve the problem for you.
A Couldn't be better, mate, couldn't be holding. All our customer service
better! Someone happened to mention B Well, thanks. Erm, goodbye.
advisers are busy right now. Please hold
they'd bumped into you the other day. and your enquiry will be dealt with C Goodbye, Mr Harris.
So I just thought I'd give you a call. See shortly ...
how you're doing. 1.21
B Oh, come on, come on!
B Oh, right. ... yes ... er, George ... 8 Hello?
C Good morning. Lisa speaking. How can
A So how's it going, mate? Just been I help you? A
promoted, so I hear. B Oh, hello. At last! I was just about to B Yeah, speaking. Is that you, Piotr? Aren't
B Er, yes, that's right. ring off. you supposed to be at the Trade Fair in
A Glad to see they've finally started C I am sorry about that. The waiting Krakow?
appreciating you. system is a bit frustrating, isn't it? It's A
B Er, yes, thanks. So, George, what can the only way we can offer our 24-hour B What?
I do for you? service, you see.
A Bit more money too, I imagine.

A B Where's Lies!? A No, Graham, not a great idea. Send the
B You haven't got a stand? Well, how did A She's come down with some sort of German ones, if that's all we've got.
that happen? virus. I left her at the hotel. But are you absolutely sure we didn't
A B This just gets worse, doesn't it? order a reprint of the Polish ones?
B Maybe it's the laptop you're using. A Wait till you hear about the brochures ... B I'll look into it the minute I get off
B the phone.
A What's gone wrong with the brochures?
B Well, what happened to our laptop? A The English ones are okay. The others are
A Okay, but could I ask you to hurry that
up a bit, please? It is pretty important.
A all in Portuguese.
B
B I know, I know. Would it help if we got
B Those carriers! They're unbelievable! Portuguese! Oh, no ...
a local Polish interpreter in? I know you
That's the last time we use them! I'll give A What?
speak Polish, but it might help you out
them a piece of my mind when I speak B That may be because I forgot to phone a bit.
to them. Tony. You remember we were going to
A Well, I wouldn't have much time to
A attend the Lisbon Trade Fair originally.
brief them on the product, but yeah,
B Where's Lies!? A And you didn't tell Tony about the anything's better than nothing.
A change of plan?
B Okay, I'll get on to that right away. Leave
B This just gets worse, doesn't it? B It completely slipped my mind. Oh, I'm it to me.
A really sorry, Piotr.
A I did leave it to you and look what
B What's gone wrong with the brochures? A Graham, you've got to get me out of happened!
this mess.
A B Yeah, well. You're doing a great job Piotr.
B Portuguese! Oh, no ...
B Well, we're snowed under at the moment I owe you one!
trying to get things ready for the Midas
A
B That may be because I forgot to phone
launch, but, look, don't worry. I'll sort 06 LEADING MEETINGS
something out. Can I call you back in
Tony. You remember we were going to an hour?
attend the Lisbon Trade Fair originally.
1.24
A Okay, I'll be waiting to hear from you. A Coming up on CBN Business: an
A
interview with media king and head of
B It completely slipped my mind. Oh, I'm 1.23
News Corporation Rupert Murdoch, the
really sorry, Piotr. A Hello? stock market report and Katy Alexander
A B Hello, Piotr. with the week's business news round-up.
B Well, we're snowed under at the moment A Graham! You said an hour. But first, suffering from boardroom
trying to get things ready for the Midas
launch, but, look, don't worry. I'll sort
B Sorry. I got held up. blues? Tired of taking minutes at
A What's happening, then? meetings that take hours? Tess
something out. Can I call you back in an Liebowitz may have the solution ...
hour? B Right. I've been on to the carriers and
they're sending a new stand out on the B According to diplomat and economist JK
A Galbraith, 'Meetings are indispensable
next plane. You should have that by
tomorrow morning. when you don't want to do anything.'
1.22 Therefore, logically, if you really do
B Hello?
A Well, at least that's something.
want to do something, it's the meetings
A Graham?
B Can you get hold of the organizers you must dispense with. But can you
and tell them we'll set up tomorrow at
B Yeah, speaking. Is that you, Piotr? Aren't
seven?
dispense with meetings altogether? And
you supposed to be at the Trade Fair in what would take their place? At several
Krakow?
A Yeah, sure. I don't suppose you well-known companies they think
remembered to put another laptop in they've found the answer.
A I am at the Trade Fair in Krakow,
with the stand?
Graham. I'm just about the only thing At leading hotel company, Ritz-Carlton,
that arrived here in one piece!
B I've sent two - just in case. meetings have taken on a different twist.
B What?
A Oh, right. Good. Thanks. Hotel employees have short stand-up
A Well, the stand got badly damaged in
B And do you happen to have a phone meetings styled much like the catering
number for the promotions people? events they set up for their own guests.
transit, so I've basically just got a table
Because if those DVDs are defective, They stand, mingle and chat about the
here, a few chairs and a couple of posters
I'll get them to send more by courier. latest developments within the hotel.
with nothing to attach them to! It's a
complete disaster! A I've got it somewhere. Graham, is there This stand and talk style provides high
any chance of sending someone else out energy and motivation for the staff to
B You haven't got a stand? Well, how did keep maximizing hotel service.
here? Kim, for instance.
that happen?
A Don't ask. Look, it's not just that. I've
B Piotr, you know how short-staffed we Yahoo has gone one step further by
are here right now. holding regular Friday meetings in and
just tried out three of the promotional around the work cubicles. Talk is casual
DVDs and two were defective - wouldn't A What's this exhibition costing us,
Graham? $18,000? and relaxed yet informative - centred
play at all. I don't know how many more around the snack and drink tables set
are like that. B You're right. I'll check with Liz and see if
up in the office area. This creates an
B Maybe it's the laptop you're using. she can spare Kim for a few days.
inclusive communicative atmosphere
A Wouldn't surprise me. I had to borrow it A Thanks. It's murder here. that can't be replicated in any normal
from another exhibitor. B Well, I'll see what I can do, but I can't meeting room!
B Well, what happened to our laptop? promise anything. At media strategy company, Michaelides
A I'll give you three guesses. A Hm. And would you mind getting some & Bednash they've come up with a
brochures to me in Polish, seeing as I'm
B Those carriers! They're unbelievable! different solution. All employees,
in Poland? irrespective of status, work around
That's the last time we use them! I'll give
them a piece of my mind when I speak B Yes, we're having a few problems with one enormous central table. Meetings
to them. that - seem to have run out. Is there any become unnecessary when everyone
point in sending the ones we've got in in the company is sitting just across
A Yes, well, never mind that now. You've
Russian? the table from you the whole time.
got to do something, Graham. I'm
working flat out on my own here. The working day is a constant meeting!

UST£N'(N'G SCRrPTS
little concerned about the logistics, business cards, but not that many firm
1.25
though. The procurement and delivery commitments to meet.
Extract 1 system for a business like this would be A Okay then, let's look at that, then, shall
A Okay, thanks for coming, everybody. extremely complex. And the insurance we? Now, what precisely would you like
Erm, has anybody seen Lance, by the costs could be prohibitive. to get from this session?
way? He was supposed to be here. C Now, hold on a second! This is all B Well, I suppose I'd just like to be better
B Oh, yeah, he phoned to say his flight in covered in the proposal, Tania. What are at going beyond the small talk and doing
from Chicago had a two-hour delay. He you saying? I thought you were with me more real business at these networking
said to go ahead and start without him. on this one. events.
A Oh, I wanted his input on this one. A Pieter, I think what Tania is trying to say A All right. And, on a scale from one to
Okay, never mind, let's get started, is she likes the idea but the figures don't ten, how important would you say
then, shall we? Erm, so, as I said in my quite add up. this issue is to you? Let's say one's not
email, the purpose of this meeting is to B Exactly. important at all and ten's extremely
review last week's talks with the people A Okay, maybe we should take a short important.
from timeofyourlife.com and, secondly, break at this point, grab a coffee and B Um, well, at least an eight. Maybe a
to decide if we're interested in taking meet back here in 15 minutes. nine. I mean there's no point attending
things further. Pieter is going to fill us in these events if I don't bring home the
on the background. Pieter? 1.27 business.
C Yeah, thanks, Ross. Well, now, Extract 3 A Right, so an eight or a nine. This is
timeofyourlife is a really exciting
business proposition. Basically, the idea
A Okay, so just to summarize what obviously a priority for you right now.
we've said so far. Basically, we like the Okay, so ...
is that ordinary people can buy a kind of
timeofyourlife idea. At least most of us Step 2, Reality
timeshare in various luxury goods that
they could never afford to buy outright.
do. We're aware of the risks involved in A ... Okay, then. So what's the most
a major investment in an e-business, but challenging thing about this right now
What happens is you buy points online
we think the concept has great potential. for you?
at the timeofyourlife website and you
We need to make another appointment B I think the most challenging thing is just
can use these points to buy, like, a
with these people because we have some making sure I don't end a conversation
Ferrari for a day, a Rolex Oyster for a
doubts about their logistics. Pieter, can I with a potential contact without trying
weekend or a Jean-Paul Gaultier original
leave that one with you? to fix a definite appointment. But, you
for an evening! Neat, huh? I just love
this proposal ... C Sure. I'll get right on to it. know, I don't want to look desperate or
D Er, sorry to interrupt, but is this going A We're also a little concerned about the pushy. The problem is, once the event's
to take long, Pieter? Only I have an amount of insurance a business like this over, it's much harder to follow up, you
appointment at 11 and we have all read would need. Tania, can you get back to know?
the summary on this company already. me on that? A I understand that. So, ideally, how would
A Jack, could Pieter just finish what he B No problem, Ross. you like things to be?
was saying? We're looking at $20 million A Great. I think that's about as far as we B Ideally, I'd like to be getting
in seed capital here. I don't want us can go at this stage. Thanks, everybody. appointments with at least 60% of the
rushing into anything. But perhaps we E Hi, guys. Sorry I'm late. Tania told you people I'm meeting.
could speed things up a little, Pieter. We the story, right? Say, did I miss anything A Okay, and, in comparison with the ideal
are short of time and by the end of this here? situation, where are you at the moment
meeting I'd like some kind of decision on with this?
this. 07 COACHING B Hmm, I'm getting maybe 30% - on a
good day!
1.26 2.01 A So you're looking to double your
Extract 2 Step 1, Goal effectiveness?
C So, as you can see, the advance publicity A ... Well, that's great, Jim. I'm pleased for B Well, I know that sounds like a lot to
alone is attracting half a million visitors you. It sounds like all that work we did ask, but yes, I suppose I am.
to the timeofyourlife website every day. on your presentation really paid off. A All right. And can you give me a few
A Sorry, Pieter, but we seem to be getting B It really did. examples of what you're finding most
side-tracked here. This is all very A I knew you could do it ... Okay, so what challenging?
interesting, but can we go back to what would you like us to work on today? B Well, I guess the trickiest thing is just
we were discussing earlier? B Well, there was one thing. Actually, it's making the switch, you know.
C Oh, Okay. Sure. to do with the presentation. A The switch?
A Perhaps we can come back to this later. A Uh huh. B Yeah, the switch from small talk to
Tell us about their logistics. B I mean, as I said, the talk itself went business.
D Can I just say something here? really well. A Oh, okay.
A Hold on a minute, Jack - you'll get your A Right. B It's like that awkward moment when
chance in a moment. B But then afterwards there was this you have to say: 'So, perhaps we could
D It's just that I thought we'd agreed we networking event. do some business together?' I mean,
weren't investing in any more dot.corns. A Oh, yes? however you say it, it's difficult if they
B No, Jack. That's what you wanted. But B don't make the first move.
Yeah, and, obviously, a lot of people
nobody actually agreed. came up to talk to me about my A All right, let's explore some options
D Tania, we've been through this. presentation. And this was my chance here ...
B Wait a minute. Who was it that said ...? to make some useful contacts, but, you Step 3, Options
A Okay, okay! Let's all just calm down, know, I didn't feel I really made the most A Okay, now we've talked around the
shall we? We're here to talk about this of it. issue a bit, Jim; looked at some of
proposal we have on the table. Tania, A Okay, and what makes you feel that? the problems you're having. So what
what's your position on this? B Well, I didn't seem to get all that many alternatives do you think you have here?
B Well, I agree with Pieter that it's a appointments with people. You know, I B Well, you know, as we've been talking,
great business plan. Like you, I'm a came away with the usual mountain of it's struck me that maybe I'm coming at
this the wrong way.

A Uh huh. Go on. A Okay, and when are you planning to take
2.03
B Well, maybe I'm focusing too much that first step? Shall we commit to a date
by which that will be done? Extract 1
on what I'm getting out of these
networking events, instead of focusing B Yes, I think that's something I can Er, well, I think the most important thing
on the people I'm meeting. probably do by the next time we meet. to remember is that people expect you to be
A In two weeks? an expert in your field of business. I mean a
A Sounds interesting. Would you like to
real expert. That means you should have all
say a bit more about that? B In two weeks, yeah.
the technical information at your fingertips.
B Well, I could be spending more time A All right, so shall we discuss that next Which is not to say they won't want to
thinking about what I can do for them time? see it all in print after the presentation as
rather than what they can do for me. B Yes, let's do that. And in the meantime well. And if you don't cover every detail in
A Okay. And is there anything else you I'll also talk to my assistant about that your pitch - costings, cashflow projections,
could be doing? client research. everything - believe me, they won't be
B I think maybe there is. I mean these A Good idea ... slow to interrupt you to ask for it. People
events are hopeless for doing business, here seem to like PowerPoint, the whole
anyway. There's no privacy. Everyone's 08 PROMOTING YOUR IDEAS technology thing, you know. A word of
moving around, drink in one hand, food warning, though: forget the jokes. If you try
in the other. All I want is the chance 2.02 to be a comedian, they just won't take you
to talk to them again after the event. 1 Erm, well, to tell you the truth, there's seriously.
So perhaps if I can do them a favour of a part of me that's still scared I might
some kind - send them some interesting just dry up completely. I mean, you 2.04
data, introduce them to someone else know, your mind goes completely blank? Extract 2
- that's all the excuse I need to contact Makes me sweat just thinking about it. I Erm, I think the main thing here is to give
them again and start to build some kind have this nightmare where the audience your presentation the personal touch.
of business relationship. has gone deadly quiet, and everybody That's what they value above everything
A Sounds like another good idea. So what's in the room's just staring at me and I else. You see, they're judging you as much
stopping you from pursuing these haven't got a clue what to say next! It's as, if not more than, what you're actually
options? only ever happened to me once, thank talking about. But, erm, I think too many
B Well, nothing, I suppose - except that goodness, but I still lose sleep over it in presenters worry about offending the local
I'd need to know a lot more about the case it ever happens again. culture and then they end up sounding
people I'll be meeting, before I meet 2 Technology. Well, if anything can go much too conservative. Don't. Be loud, be
them. wrong, it will. About a year ago, I had lively, be eloquent. They love all that. It's
A Good point. Okay, let's think about how not one, but two projectors break down true that attention spans do tend to be a
you might manage that ... on me. And then my mike went funny bit short sometimes and you'll get loads of
Step 4, Way forward as well. I sounded like Darth Vader out interruptions, but just go with the flow. In
A All right, Jim, I think we're making some of Star Wars for about half an hour until any case, people will probably want to talk to
progress here. We've looked at some they fixed it. Completely ruined my you about everything all over again later.
of the options you have for improving whole presentation, obviously. I went
your networking - in particular, how to mad with the technicians afterwards. 2.05
turn things around and focus on your But what can you do? Extract 3
contacts a bit more. So what are the 3 I always seem to run out of time and Well, it's almost a cliche, but the hard sell
steps you need to take now? then have to rush the end of the talk does actually work here. And, believe me, .:
B Um, well, I obviously need to be doing or, even worse, run over schedule. you really can't be too assertive. In fact, �
a lot more research on the people I'm Audiences hate that. I've had people tell they want you to impress them and expect
meeting at these events, so that I can me I overprepare, but it doesn't seem to you to work hard to maintain their interest.
have some ideas for ways in which I matter what I do, I always have at least So, be fast, be slick, make sure you have a C
might be able to help them without 20 minutes too much material. So, for few gimmicks up your sleeve. They like all
actually having to talk business with me, every talk's a race against the clock! that stuff. And you can say as many nasty
them straightaway. 4 Well, some people, older people things about your competitors as you like
A All right. especially, have told me that I move especially if they're funny. Humour's nearly
B And I need to have a reason to contact around too much when I speak in public always appreciated, and, er, you don't need
them again at least once, maybe twice, - you know, that I pace up and down to be too subtle with that. They don't want
before raising the subject of business. and wave my arms about. They say dark sarcasm, though - so nothing too
And, hopefully, I won't need to raise it at it's distracting. They can't concentrate negative. Wisecracks, clever remarks - that's
all, because they'll do it. on what I'm saying. But for me, as an what they tend to go for.
Italian, you know, it's quite normal for 8
A Okay. So build the relationship first? us to jump around, be rather dramatic. 2.06
B Exactly. I think maybe I could also So, now I worry about trying to stand
benefit from some kind of course on Extract4
still. And that just makes me feel tense Erm, my main piece of advice here is: don't
networking. Perhaps I could improve my and uncomfortable.
communication skills there. You know, overwhelm them with your enthusiasm.
5 What was it Franklin D. Roosevelt Of course, they expect you to be highly
learn some tricks of the trade? 8
said? The only thing to fear is fear competent and confident, but quietly
A That could help too. So, what do you itself? That's the thing I'm afraid of,
think is the first thing you need to do? confident. People will probably have read
still, after all these years in business - through all the paperwork beforehand, but
B I'm not sure. I need to start getting my fear. Ridiculous, isn't it? But fear's an they'll want you to go through all the main
client research sorted out. That could absolute killer in a presentation. Your points again. For the sake of formality and
take some time and I may need some mouth goes dry. Your heart speeds up. politeness, they'll want to hear it directly
assistance with it. Your legs turn to jelly. In my experience, from you. But don't get so carried away
A Do you have someone to help you with the first two minutes are usually the talking about your own ideas that you
that? worst. Survive those and you're in with forget to point out why it's their company
B Yes, I think so. And I should also find a chance. you especially want to do business with.
out about networking courses. Maybe That's very important - creating a sense of
that's my first step. I'd like to feel I'm harmony and compatibility between you and
taking some immediate action.

LISTENING SCRIPTS
them. Oh, and a long-term commitment for overweight. That's an alarming statistic.
2.12
them, by the way, is 20 to 25 years, not three But, you have to admit, a tremendous
to five, as it is in the States. marketing opportunity! The question Extract4
is, how do we reach that market with A You'll have to excuse Brad. He gets a
2.07 something totally new? little carried away sometimes. But we
Extract S do think the Micro-GYM could be an
I suppose having a sense of humour's the
2.10 enormously successful sideline to our
main thing. In fact, you can't do without Extract2 main business. Okay, to wrap things
it really. Certainly, if you haven't made A A recent report claims that a mere 13% up. The Micro-GYM has been fully
them laugh even once within the first five of Americans are satisfied with their costed - a complete breakdown is
minutes, you probably won't be very popular. physical appearance. And a staggering included in the report. Product testing
People may even switch off altogether. 92% are dissatisfied with their current is still being carried out, but we would
Speakers are kind of expected to be fairly level of fitness. So, why aren't they obviously neea. the go-ahead from
entertaining as we'\l as Knowlea.geable a.oing something about it? We did a JOU.ue\me -we prnc.eeu nnfue1 v-11.fu
about their product or service. You don't nationwide survey of people who had that. The Micro-GYM would probably
actually have to crack jokes the whole time, previously shown an interest in joining be reasonably priced at around $35.
but anecdotes and amusing stories seem a MaxOut club and then changed their It has been suggested that exercise
to go down well. Making jokes at your own minds. Full details are in the report in demonstrations could be recorded
expense, especially, seems to help build front of you, but this chart highlights on DVD and sold online. Both these
rapport with an audience that can otherwise our main findings. As you can see, 15% suggestions would incur extra costs,
seem a bit cold and unfriendly. And don't of respondents said joining a gym was but are currently being considered. The
try to wow them too much with technology. simply too expensive. 53% said they'd prospects for Micro-GYM are exciting.
Be too techie and people']] just think you're love to join if they weren't so busy. What we hope you'll give us today is the
showing off. And, interestingly, 32%, almost a third, authorization to move on to the next
admitted they were just too embarrassed stage. Thank you very much.
2.08 to join a health club in their present B Thank you, Rachel. Okay, we'd like
physical condition. They wanted to get to throw this session open now for
Extract6
fit first! So, what does all this mean? questions and suggestions. Feel free to
Being stylish seems to be what matters
We think the implications are clear. try out the Micro-GYM for yourself. But,
here - both in terms of your personal
There's obviously a huge market for an sorry, you can't take it home. It's the
appearance and how you actually come
inexpensive alternative to going to the only one we have at the moment!
across as a person. It's true that you do have
to keep up a certain formality and your talk gym for people who are conscious of
their appearance but short of time. And 09 RELATIONSHIP-BUILDING
should always be logical and well organized,
but within those constraints you can be this represents a golden opportunity to
stretch the MaxOut brand and develop a 2.13
as imaginative and innovative as you like.
In fact, unless you are offering something new product that perfectly complements Extract 1
pretty special, something attractive - our existing business. Yes, well, it's easy to say don't judge by
something unique that they haven't seen appearances, but, I mean, we all do it, don't
2.11 we? You take one look at somebody and
before, you'll find them very difficult to
persuade. Obviously, knowing exactly who Extract 3 you're already weighing them up, deciding
you're presenting to is always important, but 8 And here it is! The MaxOut Micro-GYM! how friendly they are, how confident, how
here it really is essential that you do your 40% of our project budget went into interesting ... It's automatic. And then
homework. And, er, don't be surprised if the constructing the prototype, and it's two minutes talking to them and you've
questions you get asked seem quite hostile. taken 18 months to get this far with got them labelled - successful, intelligent,
Tough questioning is all part of the business the design, but isn't this just the coolest pushy, funny, boring, potentially useful
culture here. thing? I'll pass it around in a moment. contact ... or not.
Ladies and gentlemen, what you're You know, I read somewhere that we
2.09 looking at is the world's smallest actually evaluate people within 10 seconds
Extract 1 full-body workout system - ever. It's of meeting them. And apparently that's it!
A Good morning, everybody. Thanks for the ultimate go anywhere exercise It could then take 10 or 20 more meetings
coming. I'm Rachel White, area manager machine. And, we believe, it could be a with that person to alter our first impression
for the north-west division, and this is significant part of this company's future. of them. I'm not so sure that's true, but I
Brad Kennedy, head of our physiological With its sleek, lightweight design, the do think you can tell a lot about a person
research unit. Micro-GYM weighs just over a pound, or on first meeting them. It's the little things
450 grams. Disassembled, it fits easily - a classy watch, a sharp suit, a nice smile,
B Hi.
into a coat pocket. The assembly itself is a nervous gesture, an ugly tie. Bitten
A As some of you already know, Brad and
child's play. You can be ready to exercise fingernails are a no-no for me. Or a limp
l have been working on a project of our
in under 45 seconds. Now, I know what handshake. The wet fish! Absolute turn-off.
own for some time now - a project,
you're thinking. Can something so Actually, I think a good firm handshake is
which we think you're going to be as
small possibly work? Yes, it can. The really important. I'm working in Germany at
excited about as we are. Brad?
Micro-GYM offers 35 different exercises the moment. You know the Germans shake
B Thanks, Rachel. Well, now, as the USA's for upper body, lower body and mid hands practically before every meeting?
leading chain of health clubs with over section. It can be adjusted from the five Even if they've already met you!
a thousand centres in 35 states, we kilo setting for gentle exercise right up Extract2
pride ourselves on providing the best in to the 18-kilo setting for a real workout.
fitness training programmes. And for us, Actually, I think it's last impressions that
In fact, it can do just about anything
staying in shape is not just a business. we sometimes overlook. I mean, it's the
that much bulkier and more expensive
It's a way of life. According to the impression you leave people with that
equipment can. When you can't get to
National Center for Health Statistics, counts. If you're meeting a lot of people
the gym, the Micro-GYM comes to you.
seven out of ten of us don't take all at the same event, it's easy just to drift
You can get fit at home, on vacation, at
regular exercise. In fact, figures recently around from group to group and never
the office, even in-flight!
published by the Surgeon General show really make contact, like some kind of social
that 70% of Americans are now seriously butterfly.

I think you've got to be good at listening and A No, I don't normally come to these A Well, this is all new to me,
drawing people out, investing some time things. But a colleague couldn't make it, hoping to make some use:
in them and then making sure you close so I stepped in at the last minute. It's certainly been an eye-opener so ar.
the conversation in a positive way. The old B How long has it been? I'd no idea the industry was so develop
'Oops, gotta go. Been great talking to you' A Oh, ages. A year, at least. You're looking here.
thing is really bad. Or 'Here's my card. Give very well. B Oh, yes. There's a lot of interest right
me a call.' Way too impersonal. You have to now. I understand from Ana that you're
be careful how you end the conversation
B Just got back from holiday. St. Lucia.
looking for agents in Scandinavia, is that
because that's what people are going to A Lucky you! Look, Alessandro, I was just
right?
remember. And there's no point having the on my way to an appointment.
A Yes, that's right. We're also looking
conversation in the first place if you're not B Oh, okay. No problem. Don't let me keep
for a good business lawyer with local
going to try and make that person feel like you. Perhaps I'll catch you later.
knowledge to work with over here.
it's been really worthwhile. A I hope so. As a matter of fact, I should be
I don't know if you happen to know of
Extract 3 free in about an hour or so. Will you still
anybody?
be around then?
I think a good sense of humour is B Well, I can think of several people who
essential. At least, in Britain and America, B Oh, yes. It's just me on the stand this
might be able to help you there. And, as
it is. Humour's very much how we build year, I'm afraid.
far as agents are concerned, I can
relationships over here. On the other hand, A Oh, well, in that case, why don't I meet certainly put you in touch with some
have you ever done business in Finland? you back here when I'm done and very professional operations.
I have. Very different situation. You can perhaps we can go out for a drink - or
A That would really be very helpful,
forget the humour. They don't even really grab a bite to eat if you're free. I've lots
Ms Vatland.
like small talk all that much. They'll lounge of news to tell you. And I want to find
around with you in the sauna, no problem! out all about your holiday!
B Please. Lena.
A Lena. Ana said you were the person to
But they don't give much away personally. B Great. No, I've no plans for this evening.
Just not part of the business culture there. talk to and I can see that she was right.
See you later, then.
Of course, it may be that they just don't 2.17
understand our humour. I mean, humour's 2.15
very cultural, isn't it? You watch a comedy Extract 1
Conversation 2
on a foreign TV channel and it's hard to A Stella! Max! You're just in time to join us
A Ms Mendoza?
see what on earth they're laughing at. They for a little pre-match get together.
B Yes.
probably think the same about our jokes. B Hi, Craig. Hi, Karen. Mmm ... is that
A How do you do? I don't think we've been
But then I think jokes are usually a mistake, coffee I can smell?
introduced. I'm Martin, Martin Shaw,
anyway, unless you know the other people A Sure is. They use Arabica beans here -
the new assistant sales manager for our
very well. But you don't have to tell jokes it's just fantastic! Would you like a cup?
North American division. First week
to be humorous. Better just to make a few It really hits the spot.
here, as a matter of fact.
amusing observations. The worst thing is
B Oh, pleased to meet you. Welcome
C Oh go on then, I could do with warming
telling a long complicated joke and nobody up a bit.
to Mexico!
laughs. Agony! Don't do it! A There you go. Stella?
A Thanks!
Extract4
B So you're working with Richard, no?
B Yes, please. It is a little chilly this
Of course, now that we live in the so-called morning. Beautiful day, though.
'network economy', everyone makes a big A That's right.
A Isn't it? Well, now, we should probably
deal about networking. But it depends who B I head up the biotech team at Zantis
be thinking of making a move quite
you're networking with. Take the Russians. here in Tampico. Perhaps Richard has
soon. Unfortunately, we can't count on
I mean, they'll have a serious conversation mentioned me.
the weather staying fine at this time
with you on any subject you care to name, A Yes, of course. He told me all about your of year. Max, you're partnering Karen.
but small talk is not really their thing. Same set-up here. Actually, Richard's just been And Stella, you're stuck with me, I'm
with the Germans, the Swiss, the Swedes - detained for a moment. But I'm sure afraid. Now, I've arranged for us to have
generally very good English, happy to talk he'll be joining us shortly. Can I get you lunch at the clubhouse - they've got an
about work, but not really keen on the social anything to drink, Ms Mendoza? excellent restaurant there. So I thought
chit-chat. B No, I'm fine, thanks. And please, call we'd start at the tenth and just play the
But go out with a group of Russians after me Victoria. last nine holes, if that's okay with you.
work and they really let their hair down! A Right, Victoria, well, you don't mind That way we should be able to get round
In that sense they're a bit like the Chinese. if!...? the course in a couple of hours or so.
They like a big sit-down meal with plenty to B No, no, of course not! What are you B Sounds perfect.
eat. What they don't like is the mingling, the going to try? A And, Max, I think you'll find my game's
wandering around chatting to people.
A I'm not sure. Could you recommend improved a little since we last played.
Basically, it's the British, the French, the something typically Mexican? C Splendid! I always like a challenge, Craig.
Latins and the Americans who are into the
You know that ...
schmoozing thing. Americans, especially, 2.16
have made an art of it. I mean, they're 2.18
Conversation 3
always easy to talk to. It doesn't get very
A Good morning. Ms Vatland? Extract 2
deep usually, but they'll come right up to you
and start a conversation and, actually, I quite B That's right. A Oh, come on! I don't know what's the
like that. Working the room, as they call it, A We haven't met. I'm Daniel Crane. Ana matter with my game today. I just can't
and that's what it is for them - work. Lindstrom gave me your name. She seem to get the ball straight. Sorry,
might have mentioned me? Stella. You must be wishing you'd
2.14 B Ah, Mr Crane! Yes, Ana said you'd be teamed up with Max.
Conversation 1 stopping by. Can I offer you anything? A B Well, you have been in two sand-traps
coffee, perhaps? and a lake, Craig! And this is only our
A Alessandro!
A Thank you, that would be very nice. third hole!
8 Hello, Janine! How are you? I didn't
B Okay. ... There you go. So how are you A I know, I know. Your shot, Max ...
expect to see you here!
enjoying the Fair? B Craig, I've been meaning to have a word
with you about this disposal operation
of ours.
LISTENING S CRIPTS
A Ah, I was wondering when you'd get B Hello, Martin. Pleased to meet you.
2.23
round to mentioning that. Look, Stella, You're the chef, I understand.
you know my position on that . C Oh, yes. Doing a good job of setting fire 2 Resist the temptation to run. You
cannot outrun or outclimb a mountain
B Now, Craig, listen to me. You know I to the kitchen at the moment. I had to
rescue the starter. lion. And put any ideas of playing dead
want that oil platform disposed of at
out of your mind. While it may work
sea. It's by far the most cost-effective B So I heard.
method. Oh, sorry, Max. I'm not trying with grizzly bears, to a mountain lion
A Ah, so you two have met. Good. There you'll just look like a free lunch. Your
to put you off your game. Oh, great shot! we are, Magda. Let me know if you want best bet is to shout and flap your coat at
Wow, that's almost all the way to the a refill. the animal to make yourself look bigger
flag! Craig, you didn't tell me Max was B Thanks.
such a fantastic player. and fiercer than you really are. Mountain
A Are we nearly ready, then, darling? lions are not proud. If you look like more
A No, I, er, look, Stella, this oil platf orm
- disposing of it at sea. Don't you think
C Er, yes, I'm just waiting for the sauce. In trouble than you're worth, there's a 50-
fact, I'd better go and check on it. I don't 50 chance they'll back away.
it's a bit risky? I know it's technically
trust that new cooker.
possible. But there must be 130 2.24
tonnes of highly toxic and radioactive A Oh, okay.
substances on that platform! 3 Water transfers heat away from the
2.21 body 25 times faster than air. So trying
B Craig, you're starting to sound like
Extract3 to keep warm is more or less futile. And
a Greenpeace activist, for goodness
C Dinner's ready when you are. while you're staying calm and conserving
sake! ... By the way, I understand you've
energy, the chances are you're dying. You
applied for the top job here in Scotland. C Right, Magda, sit wherever you like.
have to get out. Turn in the direction
A Yeah, so? Now, we're having duck in a berry sauce.
you fell and use your elbows to lift
B So's Max. B Mm, smells delicious! yourself onto the edge of the ice. Reach
A What? C Now, there's more duck if you want it. forward as far as possible and kick your
B Yeah. And the way it's looking he may And help yourself to vegetables. feet as if you were swimming. Once you
well get it. Seems the board like his B Mm, this is absolutely delicious. are back on the ice, crawl to shore.
competitive spirit. A It's one of Martin's specialities. Do not in any circumstances try to
A I see. B Mm, it's really good. The duck's all crispy stand up.
B Of course, I could probably put in a word on the outside and juicy on the inside.
2.25
for you. Let's talk later. For the time C I'm glad you like it.
being, I'd like you to concentrate on your B You must let me have the recipe. 4 When landing a light aircraft, make sure
game! I'm not a good loser, Craig! that the nose of the plane is six inches
C Oh, it's very simple, really. You just need
below the horizon. As you approach the
the right ingredients.
2.19 runway the plane should be flying at
A Magda, I've been meaning to talk to you an altitude of about 100 feet. If you're
Extract 1 about this business in Poland.
higher, you'll overshoot the runway
A Magda! B Oh, yes, that. completely. The optimum speed on
B Hello, Anne. Brrr! It's a bit nasty out A Do you know what's going on there? landing is about 60 miles per hour. Go
there tonight. Because no one seems to be able to tell faster and you may take off again. Go
A Horrible, isn't it? Come on in. Let me me anything. slower and you'll drop like a stone. Upon
take your coat. You managed to find us C Right, well, excuse me a moment. If you landing, it's a good idea to brake as soon
okay, then? two are going to talk business, I'll go and as you've gained control of the steering.
B Well, I got a bit lost coming off the ring see to the dessert. By reducing your groundspeed by 50%
road, as usual. Sorry I'm a bit late. B Well, I ought to be making a move soon. you triple your chances of survival.
A Oh, don't worry. Martin's still slaving Early start tomorrow.
away in the kitchen. Actually, he had a C Oh, you don't have to rush off just yet, 2.26
bit of a crisis with the starter just half do you? How about some more coffee? 5 The current world record for the long
an hour ago. You should have heard B Okay, just half a cup. And then I really jump is just under nine metres, but most
the language! Probably just as well you people can barely manage three or four.
must be going.
weren't here. The chances are you can't either. To clear
B Well, thank you both for a lovely
B Oh, right. So Martin's cooking, is he? evening. Martin, you're a brilliant cook.
four and a half metres in conditions that
A Mm. He's quite an expert in the kitchen are far from ideal you'd need a 20 to 30
C Oh, I don't know about that.
metre run-up, perfect timing and a great
- fortunately for me. I can't boil an egg
B Next time you must come to my place, deal of luck. Frankly, your chances are
myself!
although I can't promise you such a slim. The truck is a much better idea and
B Oh, I brought you this. fabulous meal. it is quite possible to fall from the sixth
A Oh, thanks, you shouldn't have. I'll put A Bye, Magda. Take care now. See floor and live. But don't jump out from
it in the fridge. Come on through. you tomorrow. the building unless there are balconies
2.20 in the way. You'll be carried forward
10 MAKING DECISIONS and miss the truck completely. Drop
Extract 2 vertically and take care to land on your
B Oh, what a fabulous apartment! 2.22 back to avoid breaking it.
A Thanks. We like it. 1 Don't even think about jumping from
B Have you been here long? a moving vehicle. At 70 miles per hour 2.27
A Um ... about two years now. The whole the chances of surviving are remote. 6 The taxi could take anything from a
place was an absolute wreck when we And crashing into the mountainside at few minutes to just a few seconds to
moved in. We had to do just about this speed will almost certainly send sink. But there's not much point trying
everything to it. Now, how about you straight through the windshield. to force the door open because the
something to drink? So, even though you may be scared of water pressure will make this almost
B Whatever you're having is fine. going over the cliff, your best chance of impossible. If the car does sink there'll
slowing the car down is to repeatedly be little or no air left anyway, so forget
A Okay. I'll be right back. Make yourself
run it against the crash barriers. After about trapping air inside. By far the
at home.
all, that's what they're there for.
C Hi, Magda. I'm Martin. I don't think
we've met.
most sensible thing to do is to open the
2.31 A Well, in the absence of more reliable
window and actually let more water in. data, I think I'm going to have to go with
Even if you can't escape through the Meeting2 my gut instinct on this one. I'm just not
window, once the water pressure inside A Okay, we've weighed up the various prepared to put our customers' lives at
and outside the car are equalized, there's pros and cons. Now it's time to reach risk ...
a fair chance you'll be able to open the a decision and stick to it. Our latest
door and save yourself - and maybe the information is that the political 2.33
driver too! situation in Somalia is worsening. In Step 1
fact, it may only be a matter of days
The mighty Coca-Cola has been the world's
2.28 before the country is plunged into civil
number one brand for so long, it's hard
7 It's very unusual for both parachutes to war. The proposal is that we should pull
to imagine anything threatening its
fail, so by struggling with the emergency our people out of there immediately.
position of global dominance. One of the
chute there's an outside chance you'll B Now, wait a minute, Richard. I don't company's own publicity brochures proudly
get it to work. But don't bet on it. You want us rushing into anything. This declares: 'A billion hours ago human life
may just be wasting precious time. whole issue requires long and careful appeared on Earth; a billion minutes ago the
If you can share one of your friends' consideration. This is our biggest three great monotheistic religions emerged;
parachutes you're in with a chance, but production plant in North Africa and a billion seconds ago the Beaties performed
just grabbing onto the nearest person we're talking about closing it down here. on the Ed Sullivan Show - a billion servings
is not a smart move. The G-force when A I'm well aware of that, Hans. But I take of Coca-Cola ago was yesterday morning.'
the parachute opens will throw you it we're all in agreement that our first Quite a claim. And one that makes a loss of
apart. At 14,000 feet and falling at your priority is to safeguard the consumer confidence unthinkable.
terminal velocity of 120 miles per hour well-being of our personnel. But take yourself back to May 1999. The
you've got about 75 seconds before your B Of course. unthinkable has just happened. Hundreds
appointment with Mother Earth. So A Well, then, I don't see we have any of people in Belgium and France have
firmly attach yourself to the chest straps option but to give this proposal our full become ill after drinking what they claim is
of another parachutist. You don't stand backing. contaminated Coke. And when the cause of
a chance unless you do.
C Aren't we overlooking something here? the problem cannot quickly be established,
I mean it's all very well talking about the famous soft drink is officially banned
2.29 flying our management team home and in both countries as well as Luxembourg
8 You are 30 times more likely to be struck closing the plant, but what about our and the Netherlands. The price you pay for
by lightning than to be attacked by a factory workers? They'll all be out of being the brand leader is that customers
shark, but this is little comfort in your a job. expect quality, as Coca-Cola's CEO is the
present position. Splashing around and A I'm afraid our responsibility to local first to admit. 'For 113 years,' he says, 'our
making a noise will simply give the shark workers is different, Andrea. When it success has been based on the trust that
the idea you're in distress and easy meat. comes to the crunch, we have to look consumers have in that quality.' Now that
It's a common mistake to think the after our European staff first ... trust is shaken.
shark's nose is the best area to target. In fact, the four countries banning Coke
Punch it there and you are liable to lose 2.32 only represent 2% of the company's $18.8
a hand or arm - depending on the size of Meeting3
billion in annual sales. But within a week
the shark. You'd do much better to strike consignments exported from Belgium to
A Okay, you've all seen the results of the
other countries as far apart as Germany
at its eyes or gills since these are
road tests. It looks like the two-litre
a shark's most vulnerable points. and the Ivory Coast have also been seized
model has some kind of a steering
by officials. Though no definite proof of
problem and we may have to authorize
2.30 contamination has yet been found, the panic
a total product recall while we conduct
Meetingl is starting to spread
further tests.
A Right, as you know, our last offer to the B Isn't that a bit drastic, Simon? I mean,
union was a 3% pay rise and a two-hour
2.34
it's only a slight steering problem, isn't
reduction in the working week to be Step 2
it? And it doesn't seem to be affecting
gradually phased in over the next 18 the smaller-engined models. 1999 is not a good year for soft drinks
months. The ball is now firmly in their companies. Though the Dow is up 25%, both
A Well, that's what we're here to discuss,
court. Ragnar, do you have any idea Coke and Pepsi, normally well ahead of the
Matt. With a safety issue like this I don't
which way they'll vote? market, are down by around 13%. Coca-Cola
think we should take any chances,
B Word is they'll turn it down. In fact, but I'd like your input on this before
is not going to rush into a highly expensive
they might even be considering taking product recall.
committing us to any definite course of
industrial action. action. Laura? In any case, early examinations of the
A A strike? Belgian bottling plants find nothing unusual
C Hm, I'm in two minds about it. I mean,
B I don't know, Dan. It's a possibility. and an official toxicologist's report concludes
I agree with you that the safety of our
that the 200 cases of sickness are probably
A With the current backlog of orders a customers must come first. But if we
psychosomatic.
strike's the last thing we need! take the whole series off the market, I
But while Coca-Cola is deliberating over
C Now, let's not jump to conclusions. dread to think what the newspapers will
do with the story. At this stage I think what action to take, rivals Pepsi and Virgin
They haven't announced the result of
we should keep our options open. And Cola are quick to fill the gaps left on the
the vote yet.
these test results aren't conclusive, are supermarket shelves. And Coke's refusal
B My sources are usually accurate, Per. to react until it has conducted a thorough
they?
A Look, time is short. If the vote goes investigation is starting to look like a denial
against us, I want us to be able to come A Well, no, but I don't think we can just
of responsibility ...
straight back with an improved offer. sit on the fence here. In the long run,
So let's put our heads together and see failing to act quickly could do us a lot of
what we can come up with. harm.
B So what do you suggest?

LISTENING SCRIPTS
2 P Uh huh. How big a problem would

2.35
C I just never seem to finish my 'to do' list. that be?
Step 5 There just aren't enough hours in 0 Well ... not really that disastrous
This is how Coca-Cola actually handled the the day. actually, since the basic's gone up. It's
problem. D You obviously need to prioritize. HR run just the principle, isn't it? But yeah, if
Initially, full-page advertisements were a really good time-management course. you look at it like that, I suppose it's not
taken out in European newspapers to If I were you, I'd register straight away. the end of the world. Thanks.
reassure the public that the quality of Coke In fact I'm surprised you haven't already
was 'irreproachable'. This was not totally done it! 12 EMAILING
successful as the public at that time could C Oh, yeah. Erm, thanks, Jacky.
still remember a similar contamination 3
2.38
scare at Perrier some years before and all the Welcome to the In Company Business
talk was of pesticides on fruit and mad cow
E Look, Corey, even if I write the whole
thing again, I'm sure it still won't be Podcast Career Spot.
disease.
good enough for you! Forget about spelling, switch off your
But, fortunately, the source of the Coke grammar check, and you just might email
contamination was eventually traced to
F I understand how you feel. Would it help
if Martha took over some of your regular your way to the top of the corporate ladder.
a strange fungicide on cans shipped from According to research by Professor David
work for a couple of weeks? That would
Dunkirk and poor carbon dioxide at Owens of Vanderbilt University into what
give you more time, and then maybe you
Coca-Cola's bottling plant in Antwerp, which your email says about your career prospects,
could work from home some days?
makes the Coke taste a little different but sloppy, hastily written emails are a clear sign
does no real harm. It wasn't the Coke itself E Oh, yes, that would be great. Erm, thanks.
of leadership potential. 'High-status people
but the cans that were contaminated. 4
in a company' he says, 'send short messages
Coke took the necessary measures and, at G Brett, I just can't go on like this! and they have the worst grammar and
enormous cost to the company, all 17 million H What's the matter? spelling in the firm. This isn't because they
cases of Coke were withdrawn. Finally, in G I don't ... I don't want to talk about it. are the least educated. They just don't have
a spectacular public relations coup, and as H Was it Pete Jennings? Has he upset you time to waste on the small stuff.'
an apology to the Belgians who had been again? Owens's study shows that high-fliers
ill, Coca-Cola offered a free one-and-a-half G Mm. invest more time in 'face-mail', face-to-face
litre bottle of Coke to each and every one meetings with those they need to liaise with
of Belgium's ten million citizens! Coke was
H Was it something he said? D'you want
me to talk to him? or persuade. This leaves them just a few brief
immediately back in the stores. moments during the day to dash off emails
G No!! ... erm, no ... thanks.
confirming what was decided, making
11 STRESS 5
last-minute changes and tying up any loose
I Listen, Jo, how can you ask me to ends. Frequently the emails of natural-born
2.36 transfer to London when you know my leaders are no more than a phrase: 'Fine
Now, this next slide shows how performance partner's just found a good job here? by me', 'Let's do it!', 'Okay, see you at the
...iries with the level of stress. At very J Well it's harclly my fauft( f don't decide meeting'.
tow levels, as shown by the yellow area, company policy; I'm just trying to do my The neatly paragraphed 300-word email
performance, health and motivation are low. job. with a 5Mb attachment, on the other hand,
This state is referred to as Under-stressed; Oh, right! Well thanks! is strictly for corporate losers. The message
it may be experienced by people who are 6 it sends is: my job is so undemanding and
unemployed, or who have very boring jobs K That's the third time this week I've left lacking in challenge or responsibility, I have
with too little to do. after 8 pm. I'm burning out here, Perry! hours to craft this email into a work of art.
As the level of stress increases, in the green L It's just the time of year. It's always like 'Reply to all' usually indicates a time-waster,
area, performance improves and people this in November. You'll get used to it. whilst anyone who uses the 'blank carbon
feel more motivated. This state is known Anyway, it's not as bad as January. copy' to secretly involve the boss in emails to
as Eustress, that's E-U-S-T-R-E-S-S, or colleagues, is a poor player of office politics
K Oh great - thanks!
'good stress'. Many people need a moderate and definitely not to be trusted.
7
amount of stimulation and pressure in order Owens's research also reveals that anyone
to perform at their best. M What's the matter?
who has a habit of forwarding jokes or
However, if the level of stress increases N I've just had my head bitten off by sending animated electronic greetings cards
beyond a certain point it becomes Production. I ordered the wrong is destined never to reach the level of senior
destructive and reduces levels of components again. I can't seem to go management. An overuse of smileys and
performance, motivation and health. This a week without putting my foot in it. I other more elaborate emoticons further
red zone is called Distress. The first step in must be stupid or something! undermines professionalism and guarantees
managing both your own and other people's M Oh, come on! It could happen to anyone. you won't be taken seriously. According to
stress is learning to recognize the symptoms You're just going through a difficult Owens, office jokers play an important social
of Distress. period. It was an honest mistake, there's role - they boost morale and are unlikely
no need to feel guilty about it. to be fired, but they don't very often get
2.37 N Yeah, I suppose so. Thanks, Chris. promoted.
1 8 But is it really true that bad email is good?
A I'm sorry, Mark, you must think I'm so 0 I'm never going to meet the new sales A study attributed to Cambridge University
unprofessional! objective. It's just not fair! and widely circulated on the Internet, claims
B Not at all. You're frustrated because the P Not fair? that bad spelling, at least, is not much of
a barrier to communication. And surveys
customer keeps changing his mind. It's 0 Yeah, just because Marcus is always
perfectly normal, and it's better to get it suggest that when native English speakers
over target, you've raised everybody's
off your chest. receive emails from non-natives, the last
objectives! I mean come on, Georgie,
thing they care about is the grammar. So, if
A Thanks. we're not all sales superstars like he is!
you want to stay on the executive fast-track,
P Hmm. What would happen if you didn't don't waste your time on email - you're
meet your target?
supposed to be much too busy!
0 Well I wouldn't get my bonus for a start!

that is, Microsoft lawyers unearthed make a sale yesterday? ... Just about
2.39
an email from Netscape president Jim everybody, right? Well, congratulations!
A This week on CyberReport Terry Clark to a senior executive at Microsoft You're obviously on the right track!
Lancaster takes a look at some of the stating clearly: 'We do not want to 5 I was looking through the appointments
biggest email blunders ever made. compete with you.' And Microsoft, for pages the other day and came across
B In April 2000 millions of computer users its part, denied any attempt to push this unusual job advertisement. Here it
received an unexpected email. The subject Netscape out of the market - until an is: 'Good hours, excellent pay, fun place
line was intriguing. It said 'I love you.' email from Bill Gates to AOL executives to work, paid training, mean boss! Oh,
Those whose curiosity got the better of was submitted as evidence. The email well, four out of five isn't bad.' Wouldn't
them opened the message and unleashed clearly expressed Gates' desire to you like to be interviewed by that boss
what later became known as the Love Bug sabotage Netscape. Oh, dear! who admits he's mean? How powerful
- a virus so lethal it has so far infected So the message is clear. With email, that little touch of honesty is. And that's
45 million PCs and caused $8. 7 billion honesty is not always the best policy. exactly what I want to talk to you about
worth of damage to computer networks And if you must tell the truth, think this morning: honesty in advertising.
worldwide. twice before clicking that send button. And how you get people's attention
Computer viruses like the Love Bug A That was Terry Lancaster talking about when you simply tell the truth ...
sound like every company's worst the biggest email blunders ever made. 6 Whenever I'm asked about Total Quality,
nightmare. But the real danger these days And now a sneak preview of the latest in I think of the story of the American
is not so much what can get into your wireless technology ... steel magnate, Andrew Carnegie. It
email system as what can get out. You seems Carnegie was doing a factory
just never know where that email you 13 MAKING AN IMPACT tour one day, when he stopped to speak
now regret sending may end up. to one of the machine operators - a
The first high-profile blunder occurred 3.01 grey-haired old guy obviously coming up
in 1997 when employees at the Norwich 1 Did you know that of the world's to retirement. 'Wilson,' he said, reading
Union insurance company started 100 biggest economies only 56 are the man's name badge, 'how many
spreading a rumour about a competitor actually countries? That's right, 56. years exactly have you been working
on their internal email system. Western The other 44 are companies! In fact, for me now?' '39, sir,' Wilson replied
Provident, they said, was about to go if companies were allowed to join with a proud smile. 'And may I add that
bankrupt. Western Provident was not the GS group of the world's richest in all those years I made only one very
about to go bankrupt, and when the countries, Microsoft would take the small mistake.' 'Good work,' mumbled
emails suggesting it was came into place of the poorest country! I think it's Carnegie, 'but from now on, please try
their possession, it sued. The case was getting a little scary, don't you, when a to be more careful.'
eventually settled out of court for a cool corporation can outperform a nation?
£450,000. And maybe it's time to stop and ask 3.02
In yet another email blunder instance, ourselves: should business really be Extract 1
Devon schoolgirl Claire McDonald found that powerful? In the long history of the world, only a
herself receiving emails containing top 2 You know, the joke books of the world few generations have been granted the
secret information from the Pentagon are probably full of more lawyer jokes role of defending freedom in its hour of
after being accidentally added to a cc list than just about anything else. One of maximum danger. I do not shrink from this
by a naval commander. One of the emails my favourite lawyer jokes is: this guy's responsibility - I welcome it. I do not believe
was offering advice to the UK on how to having a quiet cafe latte at a coffee bar that any of us would exchange places with
prevent secrets from being leaked. She when an angry man starts shouting any other people or any other generation.
received so many secret files, it caused 'All lawyers are criminals!' The man The energy, the faith, the devotion, which
her computer to crash! jumps to his feet and cries 'I resent that we bring to this endeavour will light our
And the corporate email blunder remark!' 'Why?' says the angry man. 'Are country and all who serve it - and the glow
stories just go on. When Dow Chemical you a lawyer?' 'No' says the man, Tm a from that fire can truly light the world. And
discovered hundreds of controversial criminal!' But I'm here to tell you that so, my fellow Americans, ask not what your
emails being exchanged between not all lawyers are corrupt. It's just 99% country can do for you - ask what you can
members of staff, the company took of them who give the others a bad name. do for your country. My fellow citizens of
no chances. It fired 74 employees and 3 Good morning. Erm, I'd like to start the world, ask not what America will do for
suspended a further 435. off by thanking Dr Jensen, Dr Tan and you - but what together we can do for the
But disciplining your staff electronically Dr Martinez for inviting me to speak freedom of man.
isn't always a good idea, as the CEO of today. Our company has a long history
Cerner, Neal Patterson, found out to of collaboration with this university and 3.03
his cost. When Patterson reprimanded it's always a great pleasure to address the Extract 2
400 managers by email, his criticisms robotics experts of the future. Erm, yes, I say to you today, my friends ... so even
somehow found their way onto the before I begin, perhaps I could just take though we face the difficulties of today and
Yahoo! website - for all the world to see. a moment or two to introduce you to the tomorrow, I still have a dream. It is a dream
Cerner stock fell by 28% within the week. rest of my team, who are here with me deeply rooted in the American dream. I have
And at Merrill Lynch in 2002, the this morning ... a dream that one day this nation will rise up
company ended up paying out $100 4 I think it was Thomas Edison who said: and live out the true meaning of its creed:
million when Henry Blodget, an Internet 'I have not failed. I've just found 10,000 'We hold these truths to be self-evident; that
stock analyst, strongly recommended ways that don't work.' Of course, Edison all men are created equal.' I have a dream
buying stock in a company he had was an inventor, but he could just as that one day on the red hills of Georgia
previously described, in what he thought easily have been talking about sales. In the sons of former slaves and the sons
was a private email, as totally useless. sales, our success rate is nowhere near as of former slave owners will be able to sit
But perhaps the most famous business bad as one in 10,000. At least, it better down together at the table of brotherhood.
emails in history came to light during not be! But we have to go through an I have a dream that one day even the state
the Microsoft® antitrust trials. When awful lot of 'no sales' to make one sale. of Mississippi, a state sweltering with the
Netscape was still operational, CEO Jim And the ability to deal with failure is the heat of injustice, sweltering with the heat
Barksdale claimed his company never single most important characteristic of of oppression, will be transformed into an
wanted to collaborate with Microsoft the successful sales professional. Could oasis of freedom and justice. I have a dream
in the Internet browser market - until, you just raise your hand if you failed to
152 LISTENING SCRIPTS ·

LISTENING SCRIPTS
that my four little children will one day live

3.07 14 OUT AND ABOUT
in a nation where they will not be judged by
the colour of their skin but by the content of 1 Ladies and gentlemen, we are truly
3.08
their character. I have a dream today. on the brink of a revolution in
biotechnology. I'm reminded of the Traveller I'm sorry I'm so fat. Name's
3.04 words of futurist and science fiction Lucas Loomis.
writer Arthur C. Clarke: 'People go Leary Macon Leary.
Extract 3
through four stages' he said, 'before Traveller You a Baltimore man?
These are the two great challenges of our
any revolutionary development. Stage Leary Yes.
time - the moral and political challenge,
one: it's nonsense, don't waste my Traveller Me too. Greatest city on the
and the economic challenge. They have
time. Stage two: it's interesting, but not earth. One of these seats is not
to be faced together and we have to
important. Stage three: I always said really enough for me. And the
master them both. What are our chances
it was a good idea. And stage four: I stupid thing is, I travel for a
of success? It depends on what kind of
thought of it first.' In gene therapy we're living. I demonstrate software to
people we are. What kind of people are we?
about to enter stage four. And I'd like computer stores. What do you
We are the people that in the past made
this company to honestly be able to say do, Mr Leary?
Great Britain the workshop of the world,
'We thought of it first.' Thank you. Leary I write travel guidebooks.
the people who persuaded others to buy
British, not by begging them to do so, but 2 Uh-oh. Sorry. Looks like we've run out Traveller Is that so? What kind?
because it was best. We are a people who of time. Erm, so I'm going to have to
Leary Well, guides for businessmen -
have received more Nobel prizes than any cut it short. Er, yeah, I was hoping to
people just like you, I guess.
other nation except America, and head for show you some of the figures in our
comparative study. But, erm, never Traveller 'Accidental Tourist'!
head we have done better than America,
mind. I think you'll find all the main Leary Why, yes.
twice as well in fact. We are the people
who, among other things, invented the points are covered in the handout. So Traveller Really? Am I right? Well, what
computer, the refrigerator, the electric I'll, er, I'll just leave the copies here and do you know? Look at this. Gray
motor, the stethoscope, rayon, the steam you can pick one up on your way out. suit - just what you recommend,
turbine, stainless steel, the tank, television, Okay. So, sorry about that. That's it. appropriate for all occasions. See
penicillin, radar, the jet engine, hovercraft, Thanks. my luggage? Carry-on. Change
float glass, carbon fibres, et cetera - and the 3 Well, that just about brings me to the of underwear. Clean shirt.
best half of Concorde. end of my presentation, except to say Packet of detergent powder.
that the future of this company is Leary Oh, good.
3.05 now in your hands. For if there's one Traveller You're my hero. You've improved
Extract4 central message I'd like to get across my trips a hundred per cent.
to you this morning it's this: that this I tell my wife, going with The
We are both humbled and elevated by the
consultancy is no more and no less than Accidental Tourist is like going in
honour and privilege that you, the people of
the consultants who represent it. And a cocoon.
South Africa, have bestowed on us, as the
whilst our reputation as a firm may have Leary Well, this is very nice to hear.
first president of a united, democratic, non
been damaged by the recent unfortunate Traveller Times I've flown clear to
racial and non-sexist South Africa, to lead
events, our expertise as a team is in no
our country out of the valley of darkness. Oregon and hardly knew I'd left
way diminished. I want to see each and Baltimore.
We understand it still that there is no easy
every one of you raising this company to
road to freedom. We know it well that none Leary Excellent.
new heights. I know you can. We built
of us acting alone can achieve success. We Traveller I see you have your book for
our reputation on crisis management,
must therefore act together as a united protection there. Didn't work
and it would be ironic indeed if we were
people, for national reconciliation, for with me, though, did it?
unable to successfully manage this crisis
nation building, for the birth of a new world.
of our own - and come out on top. So
Let there be justice for all. Let there be peace 3.09
thank you very much.
for all. Let there be work, bread, water and 1Emma
salt for all. Let each know that for each the 4 So, how do you sum up the new Spearing
body, the mind and the soul have been freed Silhouette ocean cruiser? I could tell you A So Emma, what's your worst flying
that it has won just about every boat experience?
to fulfil themselves. Never, never and never
again shall it be that this beautiful land will show in the USA and Europe this year, B Well, I think the worst one's probably
again experience the oppression of one by that the orders for it are coming in so flying back from Bangladesh to
another ... fast we already have a five-year waiting Heathrow. It's quite a few years ago now,
list; that the first three names on that but I can still remember it. We were at
3.06 waiting list, though strictly confidential, the gate, ready to taxi to the runway,
include a famous Hollywood actor, a and suddenly there was this terrible
a What's the main problem we're facing?
member of the Saudi Royal Family and hammering noise from outside the
The main problem is cash flow.
one of the world's greatest sporting plane.
b It's so risky, so problematic, and yet so
critical to our success.
legends. I could also mention that, so A A hammering noise?
impressed are they with our award B Yes, and the strange thing was that the
C It's faster, cheaper and easier to use. But, winning design, the directors of the cabin crew just seemed to be ignoring
above all, it's more reliable. Museum of Modern Art are actually it. But all you could hear was this bang,
d Even if we can never again be the proposing to place a full-size model bang, bang on the fuselage. After a
biggest, we can still be the best. on permanent exhibition. But all that while, some of the passengers were
e The point is, more and more graduates would fail to do it justice. For the fact starting to get nervous, me included.
are fighting over fewer and fewer jobs. is that the Silhouette is in a class of
A I'm not surprised.
f Not only are we number one in Brazil. its own. It is a masterpiece of marine
engineering. It is, quite simply, the most
B Anyway, eventually, after we'd been
We're now number one in Latin sitting there for about ten minutes with
America. stunningly beautiful boat ever built.
Ladies and gentlemen, I give you ... the no announcement and the plane still not
g In this market, no company has moving, I said something to one of the
Spearing Silhouette!
outperformed us, not one - ever! stewards and they went and opened the
h Not once, in over 30 years of business, door to see what was going on.
have we ever had a complaint - not a A And what happened?
single one! B The pilot got in!
A You're joking! A Oh, my goodness! I don't believe it! d
B No, they'd locked him out. Seems quite 4 Selina B I'd really appreciate it, because I'm just
funny now, but it didn't at the time. A Selina, you've flown all over the world. snowed under at the moment, what with
2 Enrique You must have some stories to tell. all this backlog to deal with.
A Enrique, what's the worst flight you've E Hm, quite a few. I'll never forget the A Yes, I'm sorry to have dumped all that
ever been on? time I was flying in Asia and the cabin on you. Couldn't think of anyone else
C Definitely the time I was flying from crew asked me to sit on the toilet during I could trust. And with the deadline
Malaga to Stansted in the UK. This was take-off. coming up so fast ...
around the time of security alerts on A What? B It's no problem, but if you could let me
international flights and people were E Yeah, they wanted my seat next to the borrow Kim for a couple of hours, I'm
very nervous about flying. emergency exit. sure that together we could polish the
A Oh, yes, of course. whole thing off that much faster.
A Doesn't inspire much confidence in the
C I was travelling on business, but most of airline, does it? C You overworking this poor boy, Susan?
That's how she lost her last assistant
the passengers were British tourists. E Not a lot, no. And then, to top it all, I manager, you know, Ian.
A Uh huh. ended up sitting next to a guy with a
C Anyway, we were cruising at 30,000 feet rattlesnake in a basket! A Oh, ignore Roger. I'll speak to Kim about
giving you a hand as soon as we get back
and I looked out of the window and saw A Incredible!
to the office.
this French air force fighter plane flying E Yes, that's what I said. Apparently, he B Thanks.
alongside us. just brought it on as hand luggage.
A What? Oh, yes, I read about this. Didn't 15 DELEGATION
they think the plane had been hijacked 3.10
or something? a 3.11
C Well, apparently, air traffic control had A Ugh, isn't it dreadful? And we'd got
lost radio contact with our plane, so they 1
plans for the weekend as well. Thought
weren't sure what was going on and they we might have some friends round for a A Daniel, can I have a quick word?
weren't taking any chances. I mean, this barbecue. B Yeah, sure.
French jet was armed with missiles and B Well, it's always the same, isn't it? You A We've just had confirmation for the
everything. plan anything, it always lets you down. Ericsen order. You worked on it last year
A Sounds terrifying! And it was so fabulous yesterday. with Maggie, didn't you?
C It was. C Yes, wasn't it? Never would have B Yes, that's right.
A So, what happened? thought it could turn so nasty in A So this year, I'd like you to handle it on
C Well, the jet was there for about ten just 24 hours. But that's Britain for your own. Are you comfortable with that?
minutes checking us out. Fortunately, you, I suppose. Heatwave in the B Yes, no problem.
the captain of our plane managed to morning, a downpour in the afternoon A Great. So basically, the deliverables are
keep everybody calm. And anyway, to and a howling gale by dinner time. exactly the same as last year. You'll find
cut a long story short, everything turned Unbelievable weather! all the specifications in the file. The only
out okay. We even landed on schedule! b difference is we got a bit squeezed on
A But I bet you were glad to be back on the A What on earth is that? price this time, so if we can manage to
ground, weren't you? B Don't think you'd like it? Look, it's keep costs down as much as possible,
C You can say that again! seasoned with a bit of cinnamon and that would be great.
3 Joe dried mint. B Okay, I'll do my best. What's the
A Joe, have you had any bad experiences A Smells off to me. timeframe?
on planes? B Nonsense! It's really delicious. How A We've scheduled delivery for July 31st.
D Oh, yes, several. One flight I was on, about trying it? Do you think that's feasible?
I couldn't understand why they were A Cinnamon sounds a bit odd. And dried B Yes, should be fine. I'll get started
making us go through the lifejacket drill mint? As seasoning? straight away.
for landing on water. B Well, that's normal for Middle Eastern A Excellent. Let's schedule a meeting every
A But don't they always do that? dishes! Ian is giving it a go, so why don't couple of weeks, then, so we can look at
D What, on a domestic flight from you? It's really good! any problems together and think about
Manchester to London? A Hm. All right, if you insist! But if you ways of keeping costs down, okay?
A Oh, right. I see what you mean. ask me, cinnamon belongs in sweets! B Sure.
D I'm not sure which flight path they B Oh, give it a chance, Roger! We'll order 2
were planning to take but it goes you something else if you really can't C Hi Gina, how's it going?
nowhere near the sea. But that's nothing handle it. D Not too bad, thanks. But there's a lot
compared to one of my recent trips to C to remember!
Frankfurt. B No, it's not my thing at all, I'm afraid. C Yes, well, everybody says the first week
A What happened there, then? A Oh, but I thought it was marvellous! is the hardest; it gets better, believe me!
D Well, we didn't land in Frankfurt. And it was so well done. Because it must D Okay, that's good to know!
A You were diverted? have been a very difficult adaptation, C Listen, could you call these people as
D No, no, the pilot just landed in don't you think? soon as you can? They're old customers,
completely the wrong country! B Hm, yeah. It went on a bit, though, so you don't need to tell them a lot
A What, you mean he didn't know? didn't it? I mean, what was it, two and a about the product, just try to get
half hours? appointments for me. Tell them we've
D Hadn't got a clue. Just about everybody got a special offer on upgrades, so I'd like
on the plane was looking out the A Well, I found the whole thing absolutely
fantastic. Brilliantly directed. And the to meet them. You've got my schedule,
windows and saying 'Er, look, I'm
special effects were incredible! haven't you?
sorry to be a nuisance, but this isn't
Frankfurt.' B Yes, well, they were good, I'll admit, D Yes. Shall I email them first?
A So where did you land? but they've all got those nowadays,
D Luxembourg. haven't they? I mean it's all just CGI
digital animation. Like all those sci-fi,
superhero things ...

LI STENING SCRIPTS
C No, just keep calling until you can speak and evaluating their own results. Of course, A Tell me this isn't happening. It cost us
to them personally. You'll probably have they will always welcome a few words of millions last time ... Okay, look, I have
to call some of them back outside office support and thanks from time to time. no idea how long it will take me and
hours; if you need to work overtime, Monica to get a flight, but we're on our
that's fine, just keep a note of the extra 16 TELECONFERENCING way.
time you put in, okay? B I think that's best, Pete.
D All right. 3.13 A I'll phone you to fix up a teleconference
C I'd like us to contact everyone on the A Since you're new here, I want you to once we're airborne. Contact Fran�oise
list by this time next week. Book the meet your teams in London, Bangalore and Otto right away, will you? There's
appointments into my schedule as you and Tokyo. You need to do it right away. not a moment to lose ...
go, and we'll see how you're getting on B Oh, I'm really looking forward to A Monica? It's Pete. Look, I'm sorry to
when I get back from Spain on meeting them, but it's going to take a get you up at this unearthly hour, but
Friday, okay? week or more to get to all those places. there's been a disaster at the Hamburg
D Okay. A Actually, they're right down the hall. plant. Yeah. Better get dressed. I'll tell
C If you have any questions while I'm B Oh! ... A video conference. you about it on the way to the airport.
away, feel free to ask Mandy. Is that A I wouldn't call it that.
all right? 3.15
B No?
D Erm, yes. That seems fine. A I think you'll be pleasantly surprised. Extract 1
C Brilliant. Thanks, Gina, I know you'll do B Wow. A Okay, so we're just waiting for Otto.
a great job! Fran�oise, you told him when to call in,
A Hello, everyone. This is Patricia. right?
3
C Hello from London. Tania and C Yes, I did. Perhaps he's still at the plant
E Technical support? Owen here.
or he may just be having problems
F Pete? Frank here. D I'm Mohan. This is Seema. Greetings getting through.
E Uh-oh! from Bangalore.
B Pete, where are you and Monica?
F Yeah. Look, I know it's late, but the E And I am Hiro with my colleague Kumi
server's down again at Captain Discount.
A Just left Vancouver about half an hour
from Tokyo. Hajimemashite!
ago, Max. Should be back in 13 hours
E Oh for goodness sake! All right, I'll get B I really feel like I'm in the same room or so.
over there asap. with all of you.
C Pete, I think we should just start.
F Thanks, mate. Give me a ring when Voiceover This isn't the future. It's right
you've finished, would you? Just to let B Yes, I think so too.
now. With Cisco TelePresence you feel like
me know how things stand? you're sitting across the table from other A Okay, we really need to talk to Otto,
E All right. Will do. meeting participants. Seeing them in full but let's go ahead and get the meeting
started and hopefully he'll join us later
F Cheers. life-size images. Making direct eye contact.
on ... Right, well, as you all know, we've
Hearing them talk left and right ... and
had a serious mechanical failure at the
3.12 centre. Making everyone sound like they're
Hamburg plant and, basically, we've had
This next slide shows how you can adapt in the same room. TelePresence creates
to shut it down. There'll be time for a
your management style to different an in-person meeting experience over the
network, where the quality's so good, it's as proper analysis of what went wrong later
members of staff. The horizontal axis but right now we need a rescue plan.
indicates an increasingly directive style from if you took a conference table and just split
Max, could you first of all just fill us in
left to right, and the vertical axis measures it in half.
on what's going on? When can we expect
a supportive style, less at the bottom and to get the plant up and running again?
more at the top. 3.14
A Ugh! Who on earth can that be? Where's B Well, Pete, it's difficult to say at the
So, as you can see, there are four quadrants moment. My technicians tell me they
representing four main management styles. the ... the light switch! Ow! Er ... hello?
can't get a replacement heat exchanger
At the bottom right we have Directing. B Pete, is that you? for at least 48 hours. And then it'll have
Here the focus is on giving very explicit A Er, yes. Who is this? to be fitted, of course. We're probably
instructions: you tell people exactly what 8 It's Max. looking at three days.
you want them to do, why, how and when A Max! ... Max, it's ... it's two o'clock in the D Three days!
they should do it, and you follow them very morning! A It's worse than I thought. And is that
closely to make sure they do it right. It's
B I'm sorry, Pete, but this is an emergency. your best estimate? Three days?
the kind of approach you need for young,
inexperienced or new members of your team. A Well, it had better be, I've got to be up in B I'm afraid so, Pete.
a few hours. A Well, that's that, then. But I want
As people get to know the job, you can
gradually move up into the top right
B I think you'd better get up right now, us back in production no later than
Pete. All hell's broken loose here. Thursday, Max. Okay?
quadrant, which is Coaching. Here you can
We're going to have to shut down the B Okay, Pete, I'll see what I can do.
spend less time telling them what to do, and
Hamburg plant immediately.
more time working with them to develop
their skills. Gradually you can then move to A What! 3.16
the top left quadrant, which is Supporting: B It's the heat exchanger. We've got a Extract 2
here your main role is to make sure that they leakage between the hydrogenation
section and the oil heater. There's
E Excuse me, Mr Manser has joined.
have the resources they need to do the job,
and of course to continue setting objectives nothing we can do but stop all A Otto! Thank goodness you got through.
and checking achievement. If there are production straightaway. Otherwise, the Have you been to the plant yet? What's
problems, you may sometimes need to move whole thing could go up! the situation there?
back towards a more directive style. A But Max, do you have any idea what F It's pretty bad Pete. We've had to clear
Finally, the most experienced and expert you're saying? If you authorize a plant the whole site for the fire service to run
members of your team will be happiest with shutdown, everything grinds to a halt. safety checks.
a Delegating style, here in the bottom left We'll have container lorries backed up A I see. Otto, is there any chance we can
hand quadrant. They are almost completely from Hamburg to Lubeck! rewrite our production plan? I mean,
autonomous, setting their own objectives B Pete, do you think I don't know that? can we make sure our key customers get
priority on orders?

F I'm already working on that. The 17 NEGOTIATING DEALS B Is this meant to be some kind of joke or
problem is it doesn't look as though something? €50 per pack? That's over
we'll be able to meet any of the 3.18 €4 a bottle. By the time we've added a
orders completely. decent margin, you realize we're looking
The activity you just did is designed to
A What's the stock situation? demonstrate the critical importance in the at a retail price of €7 minimum. How am
F Not good. I supposed to sell a one litre bottle of
negotiating process of relationship building.
water for €7, Mr Koivisto?
A Oh, great. Just what I needed to hear. In your first negotiation you probably didn't
Don't we keep any stock in reserve for think much about your opponent's interests.
A Ms Barrett, O-Zone is an innovative,
this kind of thing? premium product. A pure
And why should you? After all, it was just a
oxygen-enriched drink. We're not
F What, for a complete plant shutdown? stranger who you'd never meet again. But
by concentrating on only one objective, talking about a bottle of Perrier here.
No, Pete, we don't.
A Okay, okay. Well, what about you reduced the whole encounter to a B Well, that's as may be, but €7!
transferring stock from one of our other single issue negotiation with little room for A O-Zone is an exciting opportunity to get
European plants? manoeuvre. This made it a simple zero-sum in at the start of a new trend in luxury
game - if I get what I want, you don't, and health drinks.
F It'd take too long. And, besides, they're
already overstretched as it is. vice-versa. B Well, there's no way on earth I'm paying
In order to win at all costs, perhaps you you €4 for a bottle of oxygenated water,
A Right ... Monica, is there any point in
became hostile and tried to pre-empt Mr Koivisto. With respect, your prices
us buying in traded goods from another
negotiation altogether by just grabbing are simply not competitive.
supplier to cover the shortfall? Just for
the time being. the box off the other person. Or maybe A Ms Barrett, there are no competitors in
you gave in completely, deciding it simply this market. O-Zone is a unique product
D You mean buy products from our
wasn't worth the hassle. Many professional and at €4 - well, I'm afraid that really is
competitors to keep the customers happy?
negotiators act the same way if they think our absolute bottom line.
A Just for the time being.
they are negotiating a one-off deal. As the B So you're saying it's take it or leave it?
D Pete, you know how I feel about buying negotiation ended in deadlock, perhaps you
from the competition. How are we
A I'm afraid so.
became desperate and resorted to emotional
supposed to build a reputation with B Well, then, I think I'll have to leave it ...
blackmail, inventing all sorts of reasons
our customers if we end up selling why your kid was more deserving than the
A What ...? Now, just a minute. You said
them other people's products instead of other kid. on the phone you might want 100 cases.
our own?
In the second negotiation, on the other
B That was before I knew your water was
A It's not as if we haven't done it before, hand, there was a long-term relationship more expensive than Chanel No 5,
Monica. And what alternative do you wanted to maintain. The circumstances Mr Koivisto. Okay, look, let's set the
we have? were exactly the same, but the prospect of price issue to one side for the moment,
one of you 'losing' was no longer an option. shall we? Tell me a bit more about the
3.17 By accepting the need to reach some kind product ...
Extract 3 of compromise, you were able to turn a
3.20
A Okay, now, we've got to make up this head-on conflict into a problem-solving
backlog of orders somehow. How about meeting. Now your main objective was to Extract 2
Handelsmann? generate options in the hope that you could A Okay, I'll tell you what I'll do. If you
C Er, can I come in on that? create a win-win situation, where you both order 250 units today, I can offer you
got something you wanted. not our usual five but a 6% discount,
A Go ahead, Fran�oise.
free delivery and I'll throw in 12 months'
C Well, I've already been on to
3.19 free parts and service as well. Now,
Handelsmann. They owe us a favour,
Extract 1 I can't say fairer than that, can I? Of
actually. We helped them out a few
A Okay, so, do I take it we're in agreement course, that's only if you can give me the
years ago when they were in a similar
order today. Can't hold the offer,
situation, if you remember. Anyway, on volume?
I'm afraid.
it looks like they may be able to do B Er, well, just a minute, wouldn't it be a
something, but probably not until good idea to talk prices before we go any B Well, erm, Robert, isn't it?
tomorrow morning. further? A Rob. Call me Rob.
A Well, at least that's something, A Yes, of course. But in principle you're B Well, now, Rob, we appreciate the free
I suppose. Okay, get back to them and happy about taking 40 cases, right? service and delivery, but to be honest
with you, what we'd really like to see is a
see if we can hurry things up a bit. And B Er, well, in principle, yes, if the product's
get somebody in after-sales to ring as good as you say it is ... bit more movement on price. I'm afraid
around all our biggest customers and a 6% discount is not quite what we had
A Splendid, that's settled then.
in mind. We were hoping for something
smooth things over with them.
B ... But, look, getting back to price for a a bit closer to 10%.
C Okay, I'll see to it now. moment. This would be just a trial order,
A Now, Max. Are you sure this thing can't
A 10%? I don't think I could stretch
you understand? Sale or return. Until we
just be fixed? I mean, if I gave your as far as that. Not unless this was a
see how it sells. So, can you give us some
technical people, say, 24 hours ... Max, substantially bigger order.
idea of what kind of figure you were
you still there? thinking of? C Oh, come on! You'll have to do a lot
better than that, Mr Hayes. You're not
B Still here. I've just been told the leakage A €50.
area has now been made secure. the only precision tool manufacturer,
B €50 per case. you know.
A Well, thank goodness for that. Anyway, A Er, no. Per pack.
okay, that's it for now. We're going to B Hold on, Gavin. Let's hear Rob out.
B Per pack? There seems to have been a C Well, frankly, I think we're wasting
try and get some sleep. I suggest we
slight misunderstanding. A pack is just each other's time here. We've already
schedule another conference call for
12 bottles, right? been offered a much better deal by
midnight European Time. But, Otto,
keep me posted if there's any change in
A Yes, that's right. Magnusson's.
the situation, won't you? B Now, wait a minute, wait a minute.
F Will do, Pete. Surely we can sort something out here.
Rob, would you be willing to meet
A Okay, thanks everyone ...
us halfway?

LISTENING SCRIPTS
A How do you mean? and trade concessions - preferably giving C I thought we weren't going to talk about
B Well, if you were to offer us an 8% away things that mean little to you but a that any more.
discount, we might be in a position to lot to him and receiving the opposite in A Okay, okay. Well, what do The Penitents
increase our order, say, by 50 units. But return. This is 'interest-based negotiation' look like? No, let me guess. Like they
we'd need to see a bit more flexibility on - discovering the needs, desires and fears haven't eaten a hot meal for a week and
terms of payment. Maybe on installation behind your opponent's position and they cut their own hair, right?
costs too. working on those. The two phrases you need D Not at all. The lead guitarist looks like
A Erm, well, I suppose there may be some most of all are: 'If ..., then ...?': If I give you Keanu Reeves. The drummer's fabulous
room for manoeuvre there. I'd need to that, then what do I get? And 'What if ...?': even if her drumming's a little off.
check. Can you give me a moment to What if we looked at this another way? What
In fact, they're all pretty glamorous.
have another look at the figures? if we did this instead? Ronnie, I have a good feeling about
B Sure. In fact, let's take a short time out, 3.24
this one.
shall we? And meet back here in, say, A Okay, call their manager and set
half an hour? A Tess? something up. But not next week. I'm at
A Okay, fine. B Mr Logan. It's Kate and Miles to see you. the MTV awards.
C I still say we'd be better off going with A Ah, good. Send them right in. C Okay, I'll do that. Oh, and by the way,
Magnusson's. C Hi, Ronnie. you might want to tune in to VHl
A Kate, good to see you. You're looking at eight this evening. They're being
3.21 great as usual. Miles, come on in. Erm, interviewed live.
Speaker 1 sit anywhere you like. Can I get you A They are? Well, why didn't you say so
Well, frankly, I get a bit tired of hearing something to drink? before? Look, give me their manager's
people go on about win-win negotiating. C Do you have an Evian? number, I might just call him myself this
I mean, let's face it, a lot of negotiations A No problem. There you go. Miles? afternoon ...
are basically win-lose, and your opponent's D I'll just have a black coffee.
interests are the last thing you should be A Good idea, Miles! You really look tired;
18 MEDIATION
worrying about. Buying a house, a car, coffee ought to perk you up! So, I hear
3.25
double-glazing - all win-lose situations. you two had quite a late evening at
And you'd be surprised how many business the Marquee. A Okay, take a seat. Now, look, you both
negotiations are basically one-off deals as know why we're here. Henri, you've been
D You could say that.
well. In my opinion, in a win-lose situation struggling to get the Panama project
C Ronnie, you have to sign this band.
completed for weeks.
the tougher you are - without actually being
You could hardly move for A&R people
aggressive - the further you'll get. That's
last night. If we don't snap them
B What? ...
because your opponent takes your attitude A No, hear me out, Henri. I've got another
up, someone else will. I saw Jimmy
as an indication of what's possible and meeting in an hour and we really must
Armstrong from Sony sniffing around.
what's not. And the friendlier you seem, the sort this situation out today. In fact, I
higher their expectations will be. It's like A Uh huh. Well, he usually is.
probably should have intervened earlier.
the old saying: give them an inch and they'll C Yeah, and EM! were there as well. This
Now, for one reason or another, you've
take a mile. band's hot. You listened to the demo
been having difficulty bringing this
I sent you, right?
project to completion. I brought Elena
3.22 A !did. in to help you out, thinking it would
Speaker 2 C And? make your life easier. And since then you
'You always know who is going to win a A Well, ... two have done nothing but fight, and
negotiation - it's he who pauses the longest.' C Oh, come on, Ronnie. These guys are the the project seems to be further behind
I forget who it was who said that but it's best thing to come out of Ireland since schedule than ever! Now can somebody
pretty good advice - basically, shut up! And U2 and you know it. please tell me what on earth's going on?
remember that silence is very often your A I wouldn't go as far as that, Kate. They Elena?
best weapon. It's a very difficult argument sound a little inconsistent on the demo. C Well, it's Henri. He's totally
to counter. Faced with prolonged and They need to work on a clear musical disorganized. I mean, I'm not surprised
uncomfortable silences, your opponent is identity, if you ask me. he's so far behind schedule. He can't
liable to make another concession or give C Well, maybe they need a little help in work to a deadline. We've got no proper
away their strategy or weaken their own that direction. We can work on that. But milestones in place for this project. I've
position by becoming defensive. So play you have to admit the lead singer's voice tried working with him, but it's just
your cards close to your chest. Talk less, is just amazing. In fact, they're musically hopeless ...
learn more. There's an old Swedish proverb: really strong all round. B I am not totally disorganized, Elena.
'Talking is silver. But listening is gold.' Just because you're obsessed with
A Okay, I'll give you that. Apart from
the drummer, that is, who's pretty ticking boxes at every stage of the
3.23 project, and I'm not, does not make me
second-rate. So he'd have to go.
Speaker3
C She. disorganized. In fact, I never asked for
I think the biggest trap less experienced your help in the first place. I was getting
A She? They have a female drummer?
along just fine without you, thanks very
negotiators fall into is to.turn the whole Interesting. Well, anyway, she's no good.
negotiation into a debate, which it isn't. This much.
C Could be tricky to fire. She's the lead
C How could you be 'getting along just
is sometimes called 'positional negotiating'.
singer's girlfriend.
Both sides end up arguing the whys and the fine'? Why do you think I was
wherefores, rationalizing their position, A Hm. I'm going off them already. brought in?
trying to justify themselves. They can talk C Ronnie, believe me, The Penitents are a B I've no idea. I certainly didn't request
till the cows come home but it's a complete class act. And I'm not easily impressed, your assistance.
waste of time. Besides, you're not there to you know that.
A People, people ...
convince your opponent that you're right. A True, you're not. Miles, meet the woman
C And I didn't ask for the job either, Henri.
He doesn't care if you're right or not. And who turned down Oasis.
I've got better things to do than sort out
neither should you. You're there to explore D Fine by me. I never liked them. your problems!
both sides' interests, generate options
LISTENING SCRIPTS. 157

A Right, everybody just hold it right there! A But James did not ask you to take charge
B Okay, that's it! I've had enough of this! of the project?
I'm sorry, James. If you want to discuss C Well, of course he didn't. I can't take
this matter with me in private, we'll responsibility for all this. I've got three
need to arrange another meeting. other projects I'm involved in at
A Henri . the moment.
B I'll be in my office if you want me. A So you agree with Henri that this is his
A Well, that went well! project and that you're just trying to do
what you can to prevent any
3.26 further delays?
A Okay, let's get started, shall we? Well, C That's right.
I'm Kaye and, as you know, James has A Henri, are you reassured by what Elena
asked me to mediate this session. He just said?
thought that maybe someone from B Well, ... yes, all right. I mean, if she'd just
a different department might be in a made that clear at the start instead of
better position to help you resolve your storming in.
issues. Is that okay with both of you? A All right. And, Elena, can you see how
Okay, good. Now, it's Elena and Henri, Henri might have thought you were
isn't it? All right, well, first of all, let taking control?
me say, that everything you say in this C Well, I suppose so.
meeting is totally confidential. Nothing A Good, we seem to be making
goes outside this room. And, of course, some progress.
I'm completely impartial in all this. I
have no personal interest in how you
C Look, Henri, I'm just trying to bring
a bit of organization to this project.
resolve your differences. I'm just here
I mean, you're great on the creative
to try and make sure we explore every
side, but you have to admit you're not
option, okay? Now, one or two rules to
strong on the details. We're still sorting
make this meeting more productive.
out things from phase one and we're
We'll speak one at a time if possible. So
supposed to be on phase three!
please try not to interrupt each other.
If you've anything to say, make a note B I've got all that covered, Elena.
of it, so you can make your point when C So you say, but how do I know that?
it's your turn to speak. And if you need You never send me progress reports or
to talk to me privately at any stage, just anything ...
let me know. All right? Now, Henri, let's A All right. It looks to me as though what
start with you, shall we? How do you see we have here is a conflict of working
the situation? ... styles. Shall we talk about that a
B ... So, frankly, I don't see what kind of bit more?
help Elena can possibly offer when she
hasn't been involved in this project, 3.27
knows nothing about it, in fact ... A ... Okay, so, can I just summarize what
C Now, hang on, Henri! I know as much you've agreed? Henri, you're going to
about this project as you do. I ought to remain in charge of this project, but
by now, for heaven's sake - I've been you're going to send weekly reports to
working on it 24/7 for the last three Elena, so she can keep track of progress
weeks! You see what he's like? Just no - especially on the details - and help
respect for anybody else's point of view. out just where she's needed. Otherwise,
A Okay, I understand your position, though, meeting deadlines is going to
Elena. But just let Henri finish what be your responsibility - and yours alone.
he has to say and I'll come back to you Is that acceptable to both of you? Okay,
in a moment, okay? Now, Henri, as I now it's just a suggestion, but you might
understand it, you're not happy about like to consider having scheduled daily
sharing responsibility for this project chats over a coffee just to keep everyone
with Elena, is that right? up to speed.
B Well, of course, I'm not. It's my project. C Good idea.
James had no right bringing Elena in at B Yes, sure.
all. I had everything under control. I just A Now, Elena, you've agreed to get that
needed a little more time. Maybe some extra IT support Henri requested,
more IT support would have been a nice which will free him up to concentrate
idea too. What I didn't need is someone on the creative side of things, and free
else coming in and taking over! you up to get on with some of your
C I have not taken over! other projects. Now, does this new
B Only because I haven't let you! arrangement sound like something you
can both live with?
A Okay, clearly, we have a
misunderstanding about roles here. C Yes, I think so.
Elena, what was your brief from James B Okay, let's give it a try.
when he brought you in? A Great, now I'll ...
C To make sure this project is completed
on time and on budget. At the moment,
it's five weeks behind schedule.

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01 Discussing corporate entertainment

02 Describing attitudes to and content of meetings

03 Strategies and techniques to build rapport

04 Doing a quiz on how to command attention

05 Discussing phone usage and its usefulness

06Discussing dynamics of meetings

07 Discussing the role of a coach

08 Discussing attitudes to public speaking

09 Discussing first impressions

Unit Business communication skills Reading and listening Language links

10 Discussing making decisions in difficult situations

11 Analyzing attitudes to stress in the workplace

12 Discussing how to deal with emails

13 Identifying effective presentation openings

Staying assertive in meetings

All things being equal, people

conversation Current job

So, how are you

I ____________ _____ somewhere before?

So, how are you enjoying the match?

So, shall we return to our seats?

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3 1.04-1.05 Listen to some businesspeople chatting at the other two corporate

1 ______ what a marvellous party this is.

You haven't changed a bit.

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THE ECONOMY I see the stock markets are ...

Small talk Tense review

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6 Some of the things you might really want to discuss in an information-sharing

Making things clear

American Brazilian British Chinese French

2 In meetings, especially in indirect cultures, people are sometimes reluctant to say

Our products are not selling well

The project is likely to run over budget

I've been asked to Breaking the bad news

Phrase bank: Debating issues

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compromise crossed deep husky mirroring outcome restricted small

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CULTURAL SENSITIVITY CHECKLIST

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