BUSINESS ENGLISH

Beginner 1

LC16 (2)

Review 2
Review | On The Move
Match 1-8 with A-H to complete the phrases
*Some words in column a can pair with more than one option in column b.

Column a Column b

1. Change A- the lock

2. Unpack B- the boxes
3. Clean C- the house
4. Check D- the new address
5. Confirm E- the floor
6. Mop F- the room
7. Redecorate G- the ceiling
8. Repair H- the delivered boxes carefully

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Role play 1

You are moving into a new house. You are talking to a friend about this.

I - need - repair - ceiling in - kitchen - also -

Have you moved into your new house yet?
window - bedroom.

No - I - still - pack - boxes. Besides - house -

It sounds like a lot of work already.
not ready.

Oh, what else do you need to do? I - need - change - locks. I - haven't checked
- if there - water leaks - broken faucets.

Living room - not - look nice - I - want -

redecorate. I - change - wallpaper - polish - Do you need a hand? I can help you with that.
furniture - in - room.

Oh, how about the other rooms? Great!

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Review | Returns & Refunds
Complete the sentences with the suitable words

isn't working problem refund receipt

return repaired exchange warranty

1. I'm having a problem with the mouse that I bought at your store.

2. I would like to ___________ an item and get my money back.

3. My new phone ___________ .

4. I would like to get my phone ___________ .

5. Here is my ___________ .

6. I would like to ___________ the shoes I bought here for new ones in a larger size.

7. Is the phone under ___________?

8. I would like to ask for a ___________ .

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Role play 2
You want to get a refund for the headphones you bought because its microphone is not working.

Thanks, we'll take care of them right now.

Good afternoon. How may I help you? We'll check if we can get them repaired.

I - would like - get - refund - headphones - I I - not - want - get - repaired.

bought here. I - want - get - refund.

Sorry, you can only get the refund within 2

May I ask what is wrong with them?
weeks that you bought the headphones.

Mic - not - work. I - buy - them - 2 months - So, what happens if you cannot fix it?
they - still - under warranty. Here - receipt.

Can I take a look at the headphones? We'll replace them with new ones.

-Here- See - Thank.

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Review | Give Opinions & Feedback
Find the phrases (A-E) to:

A - I think that

1. ask for opinion

B - From my point of view
2. agree

C- Do you think that?

3. disagree

D- Certainly ... because ...

4. introduce opinion

E- Not really ... because ...

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Role play 3
You are having a meeting with the CEO of your company. He/ She is asking for your feeback about the
company's policy.
Good afternoon. Could you give me your
feedback about our company's policy?
Here are your two suggestions to the CEO:
1. Casual Fridays (Employees can relax the [say your 1st suggestion]
way they dress on Fridays.) Reasons:
• Lower stress What makes you think so?
• Create a more fun environment.
2. Strict dress code for Sales and Customer [say why you suggest this]
Service departments only. Reasons:
I like your idea. We'll start doing this next
• Sales and Customer Service departments
month. Also, do you think our dress code is
work directly with customers and must
too strict?
maintain the company's image
• The remaining departments (IT, [say your 2nd suggestion and why]
Production, etc,.) don't work directly with
customers. Okay, I'll consider that. Thanks for your
feedback. Do you have any other suggestions?

[say no]

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TOEIC Listening
Part 1: You will hear four statements about a picture. When you hear the statements, you must select the one
statement that best describes what you see in the picture. The question and the statements will not be shown
on the screen and will be spoken only one time.

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TOEIC Listening
Part 1: You will hear four statements about a picture. When you hear the statements, you must select the one
statement that best describes what you see in the picture. The question and the statements will not be shown
on the screen and will be spoken only one time.

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TOEIC Listening
Part 2: You will hear a question or a statement about a picture. You will be given three responses spoken in
English. Select the best response to the question or statement. The question or statement will not be shown
on the screen and will be spoken only one time.

A I would like to return an item.

B I'll take care of this right now.

C I see. Thanks for your help.

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TOEIC Listening
Part 2: You will hear a question or a statement about a picture. You will be given three responses spoken in
English. Select the best response to the question or statement. The question or statement will not be shown
on the screen and will be spoken only one time.

I'm afraid I don't. Our dress

A code is a bit lenient.

Certainly. Everyone enjoys a

B policy that allows them to
dress casually.

Yes, I do. Every job applicant or

C employee is treated equally.

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TOEIC Listening
Part 3: You will hear a conversation between two people. You will be asked to answer three questions. When
you hear the conversation, you must select the best response to each question. The conversation will not be
shown on the screen and will be spoken only one time.

1. Why does the woman call the hotline? 2. What happened to the jeans that she ordered?
(A) She wants to buy a new pair of jeans. (A) They are not the colour that she wants.
(B) She wants to exchange the new jeans for (B) They are not the size that she wants.
the ones with smaller ones. (C) They arrived too late.
(C) She wants to return the new jeans. (D) They were delivered to the wrong address.
(D) She wants to ask about a new jeans design.

3. What will most likely the woman do next?

(A) Say thanks and hang up the phone
(B) Wait for the man to check her order
(C) Find the reference number
(D) Say that she wants to get a refund

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TOEIC Listening
Part 4: You will hear a talk given by a single speaker. You will be asked to answer three questions. When you
hear the talk, you must select the best response to each question. The talk will not be shown on the screen
and will be spoken only one time.

2. How many days does a marketing executive

1. Who is most likely the woman talking to? work a week?
(A) newly appointed team leaders (A) 7 days
(B) new employees (B) 6 days
(C) new customers (C) 5 days
(D) the board of director (D) 4 days

3. Which is a term on the working schedule of this company?

(A) Team leaders only need to work 4 days a week.
(B) Team leaders in all departments only need to be in the office 4 days a week.
(C) Sales employees can choose any shift to work in.
(D) Marketing executives can choose a day not to come to the office.

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Skill up | Reading
Part 5: A word or a phrase is missing in each of the sentences below. Select the best answer to complete the
sentence.

1. May I _________ that I have 15 vacation days for 2. I would like to get a _________ for the camera I
this year? bought at your store.
(A) know (A) refund
(B) confirm (B) exchange
(C) ensure (C) repair
(D) explain (D) problem

3. Can you do me a _________?

(A) thing
(B) help
(C) chance
(D) favor
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Skill up | Reading
Part 6: Read the text below. A word, phrase, or sentence is missing in parts of the text. Select the best answer
to complete the text.

New email - x 1.
To: Jennifer Thompson (A) come
(B) get
From: David Smith
(C) stay
Subject: Request for late arrival (D) leave

Dear Ms Thompson, 2.
(A) on
I am writing to ask you if can 1. __________ late for 2 hours next (B) in
Monday. I have an important parent meeting at my daughter's school. I (C) up
will make 2. __________ for the time I come late by staying 2 hours (D) at
after work so that nothing is left incomplete.
3.
Thanks for considering my 3. __________ . (A) demand
(B) request
Yours sincerely, (C) suggestion
David (D) recommendation

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Skill up | Reading
Part 7: You will read an email. The text has three questions. Select the best answer for each question.
1. What does 'karoshi' in line 1 mean?
Japanese Work Culture (A) origin
Japan is the origin of karoshi – (B) death by overwork
“death by overwork” – a term (C) work-related stress
formed in the 1970s to explain (D) work culture
death from work-related stress and
pressure. In 2018, the Japanese 2. What did the Japanese government do in 2018?
government passed the Work Style (A) The Japanese government noticed that the rate of work-
Reform Bill to improve work-life related death was very high.
balance in the country. The bill (B) The Japanese government explained what 'karoshi' meant.
caps on overtime hours, allows (C) The Japanese government passed the Work Style Reform Bill.
employees to have a flexible (D) The Japanese government required workers to work for longer
working schedule and encourages hours.
them to take more time off. These
actions have shown some good 3. What is NOT MENTIONED about the Work Style Reform Bill?
signs when more and more young (A) Its purpose is to improve work-life balance in the country.
people voice against the long (B) It allows employees to have a flexible working schedule.
working hour culture. (C) It caps on overtime hours.
(D) It encourages them to take less time off.
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Skill up | Writing
Directions: Read the email

New email - x

From: IT Dept
To: Johnathan Smith

Subject: Welcome you to the system!

Good morning,
Welcome you onboard! This email from IT Dept gives you the necessary information to set up your account on our
online workspace.
Access this link to download and install the software: KSolution.it. Then, follow the instructions to set up the account.
Here are your account details:
• Username: jonathansmith12
• Password: Mh14zt
Please change your account password after you first sign in.
Just remember, we're always an email away if you need help. Email us at [email protected] to get IT support.
Regards,
IT Support
HR Department

Directions: Respond to the email. Respond as if you are a new employee in this company. In your email, make at least
TWO requests for information or support.
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Skill up | Writing

New email - x New email - x

From: IT Dept From: Johnathan Smith
To: Johnathan Smith To: IT Dept

Subject: Welcome you to the system! Subject: Re: Welcome you to the system!
Hello,
Good morning, Thank you for the welcome email. Could you 1. __________ me with
Welcome you onboard! This email from IT Dept gives you the 2 technical problems?
necessary information to set up your account on our online First, I am having a problem with 2. __________ the software. I
workspace. accessed the link and downloaded the software as instructed.
Access this link to download and install the software: However, when I installed the software, it said that 'Your
KSolution.it. Then, follow the instructions to set up the 3. __________ is not compatible with this version.' I'm using my
account. own laptop and it's a Mac Book. How can I solve this?
Here are your account details: Second, you set up my 4. __________ as jonathansmith12. However,
• Username: jonathansmith12 I'm afraid that you have misspelt my first name. It's Johnathan with
• Password: Mh14zt an H and N in the middle. Could you 5. __________ ? Can you correct
Please change your account password after you first sign in. my username? I'd greatly appreciate it.
Just remember, we're always an email away if you need help. Thank you so much for your support.
Email us at [email protected] to get IT support. I look forward to hearing from you,
Regards, Regards,
IT Support Jonnathan Smith

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Skill up | Speaking
Read the conversation
Hello. How can I help you?

Hello, I want to get a refund for the shoes I bought on your app.

Is there a problem with the shoes? Do you want to exchange the shoes instead?

They are not the size and the colour I want. And I don't want to exchange them. Actually, I
called your customer service and was promised to receive the right ones. However, it has
been one week since then and the shoes haven't arrived yet. I'm not happy with the service.
I want to get my money back.

Imagine that you are a customer service representative in the

conversation. How would you answer the customer?

A- Say that the customer cannot get a refund and wait for the right shoes instead.
B- Say that the customer can get a refund and sorry for the inconvenience.
C- Ask the customer to hold the line so that you can check the information for her.
D- Offer the customer a discount, and in exchange, she will not ask for the discount.

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Reflect!

In this lesson, I have

☐ reviewed vocabulary & structures about house & moving.

☐ reviewed vocabulary & structures about returns & refunds.
☐ reviewed vocabulary & structures about company policies.
☐ practised some parts in a TOEIC test.

I think I need more practice on .....

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 Beginner 1 Beginner 2
Personal background General business
Daily activities Technical issues
Jobs Global issues
Vacation and business trip Finance & budgeting
Travel Corporate strategy and corporate planning
Food and Dining out Internet & Technology
Health issues Communication and Media
Entertainment Sales and marketing
Music Customer Service
Meeting/Appointments Data analysis
Housing/Home Hospitality
Personnel Rules and regulations
Purchasing Investment and insurance
Office supplies - Workplace Economies and countries
Manufacturing Management issues

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 GOODBYE!

Please remember to do

Speaking Practice 16B

& Final Checkpoint