GROUPE EM GABON-UNIVERSITE

Business School

SYLLABUS ET SUPPORT DE COURS

Classe : Licence 1
Niveau : 1 Semestre : 1 Volume horaire 24h
Module : Anglais
Enseignant:
Profil de l’enseignant:
Références :

1. ABC International Elementary English International urriculum.

2. ABC International Intermediate English International urriculum
3. Beck, D. Goulvent,A. Le Graverend, F. Merour,C. Pedergnana,S. World Watch Tles STT-STI-SMS-STL.
Foucher 2002.
4. Bourne PE. Ten simple Rules for Making Good Oral Presentations. PLos Comput Biol 2007
5. FIORIBIND, Beatrice; FOURGERON, Marie-Hélène. Anglais, Texts and Methods. BTS. Nathan Technique.
2007.
6. MURDOCH-STERN, Serena. 2003. Le Monde du Travail en Anglais. Nathan.
7. SCHRAMPFER AZAR, Betty. 1999. Understanding and Using English Grammar. Third Edition. Longman.
https://www.myenglishpages.com/english/vocabulary-exercise-jobs.php

Page i Support de cours – EMG U

Description du cours

L’objectif de l’enseignement : Développer chez l’apprenant les capacités de lecture, d’expression et de

compréhension de l’anglais de spécialité dans le domaine de la gestion administrative et commerciale.

Compétences et objets d’apprentissages

Dans ce projet de formation, les apprenants vont s’initier à l’anglais de spécialité dans le domaine de la
gestion administrative et commerciale et du monde du travail en général. L’étude de la grammaire sera
accentuée sur les points pouvant permettre aux étudiants de s’exprimer correctement à l’oral ou à l’écrit.
L’objectif est de permettre aux apprenants, de comprendre un texte en anglais, de se familiariser avec le
vocabulaire de leur spécialité de suivre une conversation en anglais et accessoirement de participer à une
conversation.
Le programme est ainsi présenté :
 Une partie théorique composée de termes courants en anglais du monde du travail.
 Une partie grammaire pour une meilleure expression orale et écrite.

A la fin de ce module, l’étudiant doit être capable de:

 Utiliser le vocabulaire étudié en situation réelle,
 Ecrire les définitions des termes et expressions techniques,
 Utiliser la grammaire en situation réelle

Types d’examen prévus : Devoirs sur table

Matériel
Support de cours obligatoire.
 Type de séances : En présentiel
MODALITES D’EVALUATION
Page ii Support de cours – EMG U
 Pour participer aux examens il faut avoir assisté à au moins 80% du VH total du module.

Page iii Support de cours – EMG U

 CONTENU DETAILLE DU COURS
BASIC GRAMMAR
1. Greetings
2. Cardinals and ordinals
3. Personal pronouns
4. Possessive adjectives
5. Question words
6. Some – any
English for Specific Purpose
1. Jobs
2. Key words used in business administration
3. Key words used in banking
4. Company structure
5. Text comprehension

English Course Page 4 Mr. Edzang Essono

 Part I: Linguistic Competence
1. Greeting someone and answering them back

Hello, Ghyslain - Hi, Ghyslain

Good morning - Good afternoon - Good evening.
Good to see you again - Nice to see you again. -I’m glad to see you.
I’m happy to see you. - I’m pleased to see you.

Greeting someone How to answer them

How are you? Fine, thanks. And you?
How have you been? Very well. And you?
How are things? Not too bad, thanks.
How is your girlfriend? She’s fine.
Making contact with someone you don't know

Excuse me, are you Dr. Edzang? (how to answer) Yes, that’s right.
Hello, you must be Mrs Jones.
You are Mr. Abessolo, aren’t you?
Have we met before?

2. Cardinals and ordinals

1- Cardinals
One, two, three, four, five, six, seven, nine, ten, eleven, twelve, thirteen,
fourteen, fifteen, sixteen, seventeen, eighteen, nineteen, twenty, twenty-one,
twenty-two, twenty-three… thirty, thirty-one, thirty-two, thirty-three…forty,
forty-one, forty-two, forty-three…fifty, fifty-one, fifty-two, fifty-three…sixty,
sixty-one, sixty-two, sixty-three…seventy, seventy-one, seventy-two, seventy-
three…eighty, eighty-one, eighty-two, eighty-three…ninety, ninety-one,
ninety-two, ninety-three…one hundred (a hundred), one thousand, one
million, one billion…
2- Ordinals
First, second, third, fourth, fifth, sixth, seventh, eighth, ninth, tenth,
eleventh, twelfth, thirteenth, fourteenth, fifteenth, sixteenth, seventeenth,
eighteenth, nineteenth, twentieth, twenty-first, twenty-second, twenty-third,
twenty-fourth…thirtieth, thirty-first…fortieth, forty-first…

English Course Page 5 Mr. Edzang Essono

 Activities
 Write in letters and read:

3- 3- 6 – 8 - 13 – 15- 21 – 23 – 39 – 41 – 49 – 53 – 60 – 65– 74– 82 –

88 – 91 – 98 – 100 – 106 – 108 – 123 – 153 – 103 – 203 – 587- 1,001-
1,246- 2,843- 4,358-6,758- 7,587 8,647- 9,951- 15,254- 16,368-
17,856- 198,573- 598,336-

 Write in letters
1- (Mon) 21/03/2016: 4- (Fri) 05/06/2011:
2- (Thur) 11/05/1965: 5- (Tues) 02/01/2017:
3- (Wed ) 2/12/2016:
3. Personal pronouns
The English language mainly uses two basic personal pronouns:
subject and object.
Subject pronouns (help to conjugate Object pronouns (complete the
the verb) verb)
I go to school tell me
You are lazy She loves you
She played in London last week Don’t call her
He is my brother Mick will not leave him
It was not interesting The teacher explains it
We can see the queen Remind us
You like your job Your brother goes with
you
They speak English She won’t forget hem

 Complete the sentence with the correct personal

pronoun.
1- My brother works in a hospital….is a
doctor. 5- Who is that man? I don't know …………
2- My sister also works in a hospital….is a 6- Who is that woman? I don't know …
nurse. 7- I love bananas. I eat …….every day.
3- I have a new car ………..is red. 8- I love tea. I drink ……..every day.
4- I have a new car. I bought …yesterday. 9- Our teacher is great.….all like him.

 Rewrite the sentences replacing the underlined words by the

appropriate personal pronoun.

1. Mary and I are students 3. Ghy is my classmate.

2. Melissa isn't an engineer. Melissa 4. My teachers are from the USA.
is an architect.

English Course Page 6 Mr. Edzang Essono

 5. Are Melissa and Pamela from 8. You and Hervan aren't from Italy.
England? 9. Shanole is not my mother's
6. Tommy, Bob and I are neighbors. friend.
7. Is Glenn a dentist?

 Fill in me, you, him, her, it, us, you and them.
1. Do you know that man? Yes, I work 7. I don't like dogs. I'm afraid of …..
with…….. 8. Where is she? I want to talk to ...
2. I am talking to you. Please listen 9. Those apples are bad. Don't eat ...!
to... 10. I don't know this girl. Do you
3. These photos are nice. Do you want know?.....
to look at..? 11. Alan never drinks milk. He doesn't
4. I like that camera. I am going to like…
buy…… 12. Where are the children? Have you
5. I don't know Peter's girlfriend. Do seen…?
you know…? 13. I can't find my pencil. Can you give
6. Where are the tickets? I can't find … one to….?

 Fill in me, you, him, her, it, us, you and them.

1. John can't do his homework. Can 9. Father is in the living room. Bring
you help….? ……..the book.
2. We don't know the way to the 10. These flowers are a present for
church. Can you help…………….? mother. Please, give ……… to ………...
3. I can't find my books. Can you 11. I cannot help ………., Betty. I have
see……? other work to do.
4. John, can you come to………………..? 12. My friend Susan lives in Oyem.
5. This pen is for Mary. Give it to …… This is a postcard from …………..
6. I need help. Please, help……………. 13. The children are thirsty. Give
7. The boys are playing football. ……… a glass of water.
Give…. the ball. 14. This note is for father.
8. We are hungry. Bring………….. the Give…… to……
sandwiches, please.

 Complete the following sentences by circling the correct

pronoun.
1. Unfortunately, the house was too expensive for (we, us, they).
2. I completed (mine, my, your) research paper, and she completed (his, hers,
theirs).
3. My dog Dallas is old, but (he, it, them) is very playful.
4. That ring belongs to my father, so it is (hers, his, theirs).

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5. I cannot find my textbook, so I think (they, it, he) is lost.

Possessive adjectives

 Fill in my, your, his, her, its, our, their.

1. I don't know the time because I can't 10. The Millers have a new car.……car
find………….. watch. is blue.
2. What's the boy's name?.........name 11. Obone Phrynea has got a
is Diavane. brother. ……….name is Giovanny.
4. The dog is very lively. …….name is 12. Nick Efoua has a
Ben. sister. ………….name is Sandrine.
5. We are at school.…..school is very 13. Yes, we have a dog….dog is very
nice. old.
6. I have a new laptop.….laptop is 15. Suddenly the children see an old
white. man. It's …………grandfather.
7. I'm from Oyem. Most 16. Aunt Mary is sitting at the table.
of ………..friends are from Oyem too. Peter fills ………..glass with juice.
8. The rabbit is white.….cage is in the 17. We take the guitars and start to
garden. play. ………..music is great.
9. Sandra and Jenny are 18. Captain Clark drives a yellow
friends. ………school is in the city sports car. It's …………car.
center.

 Fill in my, your, his, her, its, our, their.

1. Ann likes …………teachers at school. 12. The cats drink …………milk.

2. Is this Peter's book? No, ………..book 13. Tom and I like spaghetti. It is……….
is in the schoolbag. favourite food.
3. Mary, is this your bike? 14. Carol and Bob do not
No, …………bike is behind the house. like……..classroom.
4. The hamster is in ………….cage. 15. Can I play with….computer game,
5. Peter helps …………..little brother. Tom?
6. Children, where are……exercise 16. Dad always washes……..car on
books? Sundays.
7. The boys play with ……….football. 17. What's ………telephone number,
8. Tommy writes ……………homework. Susan?
9. Paul and Cathy 18. Ann has two brothers. ……….names
eat ………….sandwiches. are Bill and George.
10. My sister and I go 19. Lucy likes …………new bike.
to ………grandmother. 20. I can't find …new shirt. Have you
11. The monkey eats ………..bananas. seen it?

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 Some – Any
Some, adjectif ou pronom, se traduit selon le cas par : de, des, de la, du,
quelque(s), dans une proposition affirmative :
Exemples :
I have bought some candies for you.
Some said yes, some said perhaps.
Remarque : on emploie également some dans une question à laquelle on
attend ou on espère une réponse positive:
Exemple :
Would you like some sweets?
Mots composés à partir de some :
Somebody someone something somewhere

Any, adjectif ou pronom, se traduit selon le cas par : de, des, de la, du,
quelque(s), dans une phrase interrogative ou négative(dans ce cas, on a
not...any):
Exemples :
Have they left any message?
I haven't got any pen.
Mots composés à partir de any:
anybody, anyone anything anywhere

 Fill in something/anything - somebody/anybody -

somewhere/anywhere.

1. She said ………………., but I didn't 8. What's wrong? There's ………. in my

understand anything. eye.
2. Has …found my blue pencil? No, I'm 9. Do you like ……………… to drink?
sorry. Yes, please.
3. Would….help me, please? Yes, I can 10. ……….has broken the window. I
help you. don't know who.
4. Have you got …………. to eat? No, I 11. He didn't say ………
haven't. 12. I'm looking for my keys. Has
5. Tom, can you give me……… to drink, ………. seen them? No, I'm sorry.
please? 13. Teach me ……………. exciting.
6. Is there ……in the house? No, it's 14. I didn't eat……because I wasn't
deserted. hungry.
7. Do you know……….about London 15. Dad, can we go………on Sunday?
transport? No, I don't. Yes, what about going to the zoo?

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  Fill in some or any - something or anything - someone or anyone.
1. Where's Dad? – In the garage. He is repairing ………...
2. Look, there is……………. sitting under the tree.
Sorry, I can't see ………….. It's too dark.
3. The children want to have ………. crisps for their party, but we don't have …
4. I can't find my bag. – Is there …….. in it? – Yes, of
course, …….popcorn, ……chocolate but not ……money.
5. Where is Tom? - He is at the shop. He is buying………… for lunch.
6. I'd like……….milk for breakfast. - Sorry, but we haven't got …………milk. But
you can ……orange juice.
7. Yesterday there was a box in the street. - Was there…………in it? - Yes, there
…………… old magazines in it.
8. Look, there is someone in the garden. - Where? I can't see …………..
9. I didn't need ……….. to help me.
10. She wanted to do ………….. to help me.
 Fill in some, any, someone, anyone, something, anything, somewhere or
anywhere.

1. She bought ……… new skirts. 9. ……… broke the window.

2. He never does………….. homework. 10. Have you seen my key? I can't find
3. We have ………… to eat for dinner. it………..
4. Let's go ……….. else. 11. He didn't want to eat ………..
5. I cannot hear ………. because it's too 12. Would you like ………. tea?
loud. 13. I haven't got ……………. more
6. I have ………….. questions. questions.
7. He lives ……… near the city centre. 14. I saw ………… at the window.
8. There wasn't ……….. at home. 15. I saw them………… minutes ago.

Question words

We use question words to ask certain types of questions (question word questions).
We often refer to them as “WH” words because they include the letters WH (for
example WHy, How).

Question Word Function Example

What? asking for information What is your name?

about something

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 asking for repetition or What? I can't hear you.
confirmation You did what?

What...for asking for a reason, asking What did you do that for?
why

When asking about time When did he leave?

Where asking in or at what place or Where do they live?

position

Which asking about choice Which colour do you want?

Who asking what or which Who opened the door?

person or people (subject)

Whom asking what or which Whom did you see?

person or people (object)

Whose asking about ownership Whose are these keys?

Whose turn is it?

Why asking for reason, asking Why do you say that?

what...for

How asking about manner How does this work?

asking about condition or How was your exam?

quality

How + adj/adv asking about extent or see examples below

degree

How far Distance How far is Pattaya from

Bangkok?

How long length (time or space) How long will it take?

How many quantity (countable) How many cars are there?

How much quantity (uncountable) How much money do you

have?

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 How old Age How old are you?

 Fill in the correct question word.

1. ………………….sits next to Lyzz? Obone. 16. ……….are you so angry? Because they
2. ……does the boy come from? He's have lost again.
from Bitam. 17. ……is that boy over there? That's
3. …………….old are her children? They Yann.
are seven and ten. 18………………old is his cat? 6 weeks, I
4. ……….is Peter's birthday? In April, I think.
think. 19 …………….book is this? It's Nelly's.
5. ……much is the shirt? It's twenty 20. …………..does the film begin? At
pounds. 7.30.
6. ……………..is best at playing tennis? It's 21. ………….does Mr. Aba’a live? He lives
Bob. in Ntoum.
7. …are you going? I'm going to my 22. ………….is the weather like in
friends. Mbigou? It's cold and windy.
8. ………..is an orange juice? It's fifty 23. …………are the ski boots? They are
pence. 380 dollars.
9. ………….does the restaurant open? It 25. ……….do you usually have for
opens at six o' clock. breakfast? I usually have toast and
10. …………can I get some ice cream? You coffee.
can get some at the snack bar. 26. ………can speak French? I think Stacy
11. ……are you going to order? Fish and can.
chips. 27. ………..pullover is that? It's Frank's.
12. ………….are you going to do on 28. …………does your mother get up? At
Saturday? I don't know. 7.
13. …………….has got my pullover? I have 29. ………..is Mr Jackson's job? He's a
got it. dentist.
14. ………….is your name? Carol. 30. ………….is your telephone number?
15. ……………is Susan's party? It's on It's 241 004729147.
Friday.

 Fill in who, what, how, when, where...

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……….likes westerns? Brenda and bed.
John. 9. ……is this pullover? Twenty
2. …………do you live? I live in a flat. pounds.
3. ……………..are your hobbies? 10. …………color is your car? Red.
Swimming and collecting stamps. 11. ……are you, Peter? I'm fine,
4. …………..is your birthday? In April. thanks.
5. …........many minerals are in the 12. …………….has got a pencil for me?
box? Ten, I think. Claudia has got one.
6. ………………is good at English? 13. ……………..do you watch Tom and
Tom. Jerry? On Sunday at 9.
7. ……………old is her son? Seven. 14. ……….is your fish tank? On my
8. ………are your posters? Over my desk.

 Complete the questions with how much or how many.

1. …………….. lemonade have we got? got a lot.

We've got only one bottle. 9. ..bikes are there in the garden? Two.
2. …bottles of juice are in the fridge? 10. ……children have they got? Two
Three. girls and a boy.
3. …meat do we have? We have got two 11. ………………. milk have we got?
steaks. About one and a half liters.
4. …………… bananas have we got? We 12. ……steaks have we got? We've got
haven't got any. eight steaks.
5. …………….. sugar have we got? 13. ………………time do you need to
Enough. finish your homework? An hour.
6. ………bread do we need? Two loafs
of bread. 14. ………………. friends does she invite
7. ……………….pens are in your bag? to her party? More than 30.
Six. 15. ……people work in your father's
8. …money have we got? We haven't company? Seven, I think.

Prepositions of Time - at, in, on

We use:

 at for a PRECISE TIME

 in for MONTHS, YEARS, CENTURIES and LONG PERIODS
 on for DAYS and DATES

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At : precised In : months- years-centuries and long On: days and dates
time periods
at 3 o'clock in September on Sunday
at 10.30am in Winter on Fridays
at noon in the summer on 8 June
at dinnertime in 1975 on 25 november
2021
at bedtime in the 1960’s on Christmas Day
at sunrise in the next century on Independence
Day
at sunset in the Ice Age on my birthday
at the moment in the past/future on New Year's Eve

Look at these examples:

 I have a meeting at
 9am.  There should be a lot of
 The shop closes at midnight. progress in the next century.
 Jane went home at lunchtime.  Do you work on Mondays?
 In England, it often  Her birthday is on 20 November.
snows in December.  Where will you be on New Year's
 Do you think we will go to Day?
Jupiter in the future?

Notice the use of the preposition of time at in the following standard

expressions:

Expression Example
at night The stars shine at night.
at the weekend* I don't usually work at the weekend.
at Christmas*/Easter I stay with my family at Christmas.
at the same time We finished the test at the same time.
at present He's not home at present. Try later.

*Note that in some varieties of English people say "on the weekend" and "on
Christmas".

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Notice the use of the prepositions of time in and on in these common
expressions:

In On
in the morning on Tuesday morning
in the mornings on Saturday mornings
in the afternoon(s) on Sunday afternoon(s)
in the evening(s) on Monday evening(s)

When we say last, next, every, this we do not also use at, in, on.

 I went to London last June. (not in last June)

 He's coming back next Tuesday. (not on next Tuesday)

 I go home every Easter. (not at every Easter)

 We'll call you this evening. (not in this evening)

Activity

 Test your understanding with this quick quiz.

1. Choose the correct prepositions: "Let's meet ___ midday ___Saturday."

At/at in/on at/on

2. Choose the correct prepositions: "The manager isn't here _______ present,
but she'll be back _______ half an hour." At/ in at / at in /in

3. Which are correct? "You won't be working _______ Saturday nights

_______ the future, will you?" at/in on/ in on, at

4. Which are correct? "I'm busy _______ moment, but I'll be free ______
evening." At the / in this in the/at this at the/ this

 Choose At, in, on to complete the sentences

1. See you……… Friday.
2. I brush my teeth…………. the morning.
3. The match is………. 4 o'clock.
4. We have lunch………….. midday.
6. I'm busy…………. the moment.
7. My parents always visit me…………. my birthday.
8. He was born…………………the 19th century
9. He usually goes on holiday……… July
10. They always get together………..….. Christmas.
11. You can come…………………… the weekend.

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  Choose the correct preposition of time to complete the
sentences below.
1. I have to meet the clients _____ lunchtime.

2. This happened _____ the 80s.

.3. We want to go for a drink after the concert _____ Friday evening
4. You can plant these flowers _____ the autumn.
5. Is your neighbourhood quiet _____ night?
12. I enjoy reading a book…………..bedtime every night.
13. I have an important meeting…………9 a.m. tomorrow.
14.We're leaving for our trip………….Monday.
15. We usually have break ………..noon.
16.The exam is…………….Friday morning.
17. The new semester starts…………September 2nd.
18. My birthday is…….the 1st August.
19.The movie starts………….8 p.m.
20. We might have flying cars………the future.

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 Part II: English for Specific purpose

JOBS

 Who are they?

1- Works on a farm. He also grows 6- Puts in and fixes electrical

vegetables and raises animals for meat, systems….
milk and eggs……….. 7- Fixes cars and trucks……………
2- Also serves food in a restaurant. 8- Cuts men's and boy's hair:…………
Now we call her a server: …………………… 9- Makes and builds houses with
3- Helps sick people: ……………… wood:…
4- Makes bread and cakes in a bakery: 10- Types letters and answers the
5- Cuts and styles hair………….. phone in an office:…………………..

 School subjects

Complete the missing letters to have school subjects

1. h _ st _ ry → ……………….. 6. m _ s_c → ……………………..
2. m _ ths → …………………… 7. p_ys _ cs →…………..
3. ch _ m _ stry → ………………… 8. sc _ _ nc _ → ………………
4. Fr _ n_h → …………………… 9. Sp _ n _ sh → ………………
5. b _ _ l _ gy →…………………. 10. s _ c _ _ l st _ d _ _ s →
 What are they?
1. Who repairs cars? - A ……………… . 4. Who makes bread? - A …………
2. Who drives a taxi? – A…………… . 5. Who works in a newspaper? – A
3. Who is the guy who catches 6. Who writes novels? – A……………
criminals? A…

Keywords used in business. The word is followed by the meaning then an

example

 Absent adj. - not present. Example: The manager is absent due to being away on
other business.
 Agenda noun - list of objectives to be covered at the meeting. Example: Pass a copy
of the agenda to anyone who is attending meeting in advance please.
 AGM noun (abbr.) - Annual (once a year) General Meeting. Example: At the next
AGM we will need to vote for a new chairperson.
 AOB noun (abbr.) - Any Other Business (unspecified item on agenda). Example:
The last item on the agenda as anyone got AOB (Any Other Business).
 Apologies noun - telling who is absent and have left their apologies for their
absence. Example: Only one person is absent and they send their apologies.

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 Board of directors noun - group of elected members of an organization/company
who meet to make decisions. Example: The board of directors met last night to
discuss the latest budget.
 Boardroom noun - a large meeting room, with one long table and chairs.
Example: The boardroom is busy tomorrow, but Friday will be fine to have a
meeting then.
 Chairperson and chair noun - a person who leads the meeting. Example: As
chair/chairperson, it is my pleasure to introduce to you, our new sales manager Mr.
Edzang.
 Conference noun - formal meeting for discussion, esp. a regular one held by an
organisation
Example: Before the conference there will be a private meeting for board members
only.
 Deadline noun - the date when something is due for completion. Example: The
deadline for the order is June 10th.
 Minutes noun - a written record of everything said at a meeting. Example: Let's
review the minutes from last month and see what has been resolved since then.
 Objectives noun - goals that need to be accomplish. Example: I'm pleased that we
were able to cover all of the objectives today within the designated time.
Opening remarks noun - chairperson or leader's first words at a meeting (i.e.
welcome, introductions). Example: As Mentioned in my opening remarks, we I
thank you all for attending.

Key words used when Banking.

Bank charges n. money that has to be paid to a bank for the bank's services,
cheques, going overdrawn etc.
Branch n. Where the local office or bank is, London has many local branches.
Chequebook UK or Check book US n. A book that contains removable checks that
are used for paying for goods.
Cheque UK check US n. are a written order to a bank to pay the person or company
the stated sum from your account;
Credit n. the money you have in your bank account; the sum of money added to your
bank account money lent by a bank, loan, and overdraft.
Credit card n. (Visa) card from a bank or a company that authorises the purchase
of goods on credit you require.
Debit n. The sum of money that is deducted from a bank account.
Deposit account n. A bank account where interest is paid on the money in the
account.
Loan n. money that is lent by a bank or Loan Company that must be repaid with an
agreed interest rate.
Statement n. Every month most banks will send you a record of all transactions
(debits/credits) made from your bank account.

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  Find the jobs in the chart.

B M A G V F G V C
D D R N E G H M Z
N P O S T M A N C
I C D E N T I S T
C W A I T E R S C
X G X A W N D O J
T E A C H E R C I
F Z H U C H E F I
P Y V N U R S E R
U V Y O X Y S D P
N Y C B A K E R R
U H V G R J R U O

 Match the job with its corresponding activity

fashion designer Checks teeth

An actor Checks eyes
A computer technician Makes films
A hairdresser Cuts hair
A film director Makes tables
A Dentist Checks computers
A carpenter Advise people about the law
An optician Creates clothes
A lawyer Appears in films
 Rearrange the words to find the activity.
1. Shan’l is a ( I R E S G N) P I)
2. Serge Abessolo is an ( T R C O A) 7. Jimmy Hendrix is a (R T G S I I U A
3. Justine Mintsa is an ( R O U A T H) T)
4. When I'm sick, I call the ( O C R O T 8. A primary school (A C T E H E R)
D) 9. James Bond (007) is a (Y S P)
5. Who gives the letters? It's the ( T P M 10. Sherlock Holmes is a private ( T T D
A O N S) V I E E C E)
6. Who drives the plane? It's the ( T O L

Text comprehension

Text 1: Dealing with the complaints

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 The public is becoming more and more difficult. British companies are spending 22
millions per day employing people to deal with complaints.
Debbie deals with customer service for Browns department store in York. She says
it is important to listen to what people have to say and offer a solution. She has to
deal with all sorts of complaints from laddered tights to bobbly cardigans. She also
went to visit one lady who was unhappy with her bathroom carpet. But she refused
to change one customer’s two-year-old bra which had been worn.
Grass Roots helps companies with customer service by sending mystery shoppers
into stores to find out how they are treated by the staff. Tina uses a hidden camera
to record what happens when she goes into a shop. The tapes are then analysed and
the companies change their customer service policy.
www.bbc.co.uk/education/work/programmes
Comprehension. Answer the questions. Write complete and correct sentences.

1. What are British companies spending 22 million per day on?

2. Say what you know about Debbie: her job, the place where she works.
3. Pick out examples of complaints she deals with.
4. Which complaint shows that customers can be dishonest?
5. Pick out a word synonym for “shopper”
6. Who does Tina work for? What does her job consist of?

Text 2: Service is a people art

Julian Richer, manager of Richer Sounds hi-fi shops, consciously creates a bright,
cheerful and smiling atmosphere in his shops. He makes it clear that “the most
important part of the manager’s business is – the people.”
One of his recipes for success is “Spend some serious time thinking about fun. How
can you liven up the workplace? What goodies can you offer people in your
organization? How can you create a happier atmosphere?”
Cosmetics retailer Anita Roddick from Body Shop proclaims “the Body Shop
positively radiates passion.” A message she gives her staff is:
 Smile, smile!
 Never treat customers as enemies, approach them as potential friends.
 Think of customers as guests, make them laugh.
 Treat customers as you would like to be treated.
www.managementfirst.com
I- vocabulary
Find the opposite of the following words in the text
1. Least: …………………………. 3. Always: ……………………….
2. Failure: ………………………. 4. Real: …………………………..

L1 Ang.1 Syllabus et Support de cours Page 20

 Page 21

II- Comprehension. Answer the questions. Write complete and correct

sentences.
1- Say how many business people are giving their viewpoints and where they
are working
2- What do they consider to be the most important part of their work?.
3- Pick out the words referring to what the atmosphere should be like in a
workplace

Technical Jobs

Answer each question with a word from the list:

boilermaker – carpenter - ‘cement mason’ - electrician - ‘fitter and turner’ -
glazier - ‘joiner and wood machinist’ - ‘painter and decorator’ - ‘panel
beater’ - plumber

1. Who installs and repairs sewage, drainage and drinking water systems?
2. Who repairs the bodywork of cars and other vehicles damaged in road
accidents?
3. Who builds wooden structures such as timber frame houses and wooden
decks?
4. Who works on a lathe or milling machine to make metal fittings and machine
parts?
5. Who prepares and pours the concrete used in buildings, pavements, walls,
etc?
6. Who installs or replaces the glass in windows, glass doors, skylights, etc?
7. Who prepares the surfaces of a building and applies paint or wallpaper?
8. Who produces steel structures such as water tanks, bridges and steel
platforms?
9. Who installs and repairs electrical wiring, power points, light fittings, etc?
10. Who makes wooden fittings such as doors, cabinets, stairs and
benches?

Workplaces

Complete each sentence with a word from the list:

bank - cinema - gym - hospital- lawcourt - library - restaurant - salon - school -
shop
1. A teacher works in a 3. A teller works in a
2. A nurse works in a 4. A judge works in a
 Page 22

5. A librarian works in a 8. A cashier works in a

6. A fitness trainer works in a 9. A waiter works in a
7. A hairdresser works in a 10. An usher works in a