Unit 3 Lesson 2: Storage and handling of goods
Grammar: going to
I. READ and listen to part of a conversation Will and going to
between some warehouse workers. What’s the A. We use will / going to when we make a
problem with the shelves? decision.
B. We use will / going to when we make a
Ali : Let’s put away these cartons of goods. decision.
Ahmed : OK, no problem. I’ll take the hand C. We use will / going to when we’re
trucks and trolleys.Where shall talking about a decision that we made
we put the cartons? earlier.
Ali : We’re going to put them over there, on D. We use will / going to for predictions
those shelves. I cleared some space fort hem based on facts.
earlier. E. We use will / going to for predictions based
Ahmed : Are you joking? Those shelves are on opinions.
covered in oil and dust, so 1the goods are
going to get really dirty. Before, you put the V. PRACTICE Complete the sentences with
goods on them, clean the shelves. the best form, will or going to.
Ali : That’s why I’ve got this bucket of water!
I’m going to clean them now!And you 1- Don’t put those pipes on the top shelf.
can help me! Come on, 2it won’t take long They ______ fall off if you’re not careful.
… I hope. 2- Be careful! Those pipes ________ fall off
the shelf! Move out of the way!
II. READ again and answer the following 3- Ahmed: Can you help me with these pal
questions. lets, Ali?
Ali: OK, I ________ help you in a moment.
1- When did Ahmed decide to take the trucks 4- Omar: Do you need any help with those
and trolleys? Before or during the conversation? pallets?
2- When did Ali decide to put the cartons on Ahmed: No, thanks. Ali ________ help me.
the shelves? Before or during the conversation?
3- When did Ali decide to clean the shelves? VI. SPEAK Work in small groups.
Before or during the conversation? 1- Make some predictions about events later
today / tomorrow / next week / next year.
III. LOOK at the two underlined 2- Talk about your plans for your future career.
predictions in the conversation. Answer the
questions.
1- Which prediction (1 or 2) is based on facts?
2- Which prediction (1 or 2) is just the spea
ker’s opinion or hope?
IV. Complete the rules in the grammar box.
51
Unit 3 Lesson 2: Storage and handling of goods
Vocabulary: Phrasal verbs
I. A phrasal verb is a verb with two or more 7- Before you can enter the warehouse, you
parts. Underline the phrasal verbs in these need to fill _____ this guest form with your
sentences from this lesson. name and phone number.
1- Can you put them away in the warehouse? 8- “Hello, can I speak with the supervisor?”
2- Maybe I’ll stand them up at the end of this “Sorry, but she’s in a meeting. Can you
call _____ in about an hour?”
aisle. 9- You shouldn’t pick _____ heavy loads by
3- With long, tall objects, there’s always a risk yourself. You can really hurt your back.
10- This equipment is really easy to use. Press
that they’ll fall over. this green button to turn it _____ and the red
4- You need to lie them down on their side button to turn it _____.
11- I’m afraid I can’t accept these damaged
… even if it means they take up more space. goods. I’d like to give them _____, please.
5- There’s a risk that somebody might trip 12- “What shall I do with this wrapping
paper?”“Just throw it _____! We don’t need it!”
over them, or a fork-lift truck might crash
into them.
6- Come on, I’ll show you.
7- Those pipes are going to fall off the shelf!
II. Complete the phrasal verbs in bold with III. SPEAKING Discuss in groups. Think of
the correct words from the box. You can use examples of the following situations.
each word more than once.
• When you need to put on a helmet
Away back in off on out up • When you need to fill in a form
1- “What time will the truck arrive?”“I don’t • When you decide to give back some goods
know, but I can find _____ for you.” • When you need to find something out
2- If you’re not sure what’s inside a package,
take _____ the wrapping paper.
3- “Hi, I’m here for a meeting with the war
ehouse manager.”“Great. Come _____ and
sit down.”
4- Before you go into the warehouse, re
member to put _____ a helmet to keep your
head safe.
5- I’m afraid you’re a little early. We’re not
ready for you. Can you come _____ in half
an hour?
6- Don’t leave the pallet truck over there.
Bring it _____ here and put it with the other
ones.”
52
Unit 3 Lesson 2: Storage and handling of goods
Speaking and writing: An action plan
I. READING Read the memo. Who is the III. USEFUL PHRASES Complete the phrases
writer? What does she want? for offering to help and asking people to do
things. Listen again to check.
1- Who is the writer?
2- What does she want? 1- I’ll / I’m going to do that if you like.
2- Next, someone should / needs to remove
To: All warehouse staff all the goods from the broken racks.
From: All warehouse staff 3- Ali, can / do you do that?
Subject: Storage issues 4- I’ll / I’m going to do that on Monday.
5- I’ll / I’m going to help you, if you like,
Dear XXX Saada.
6- Thanks, Fatou, but I think I’ll / I’m going to
The warehouse is very messy. There are be fine.
too many shelves with old, broken things 7- Sure, I can / shall do that.
on them, and not enough space to store 8- Shall / Will I do it on Tuesday?
new goods. Some of the racks look like
they’re going to fall down, so they need to IV. ROLEPLAY (in groups) a similar meeting
be replaced. There are also pallets of goods using the list of jobs in Exercise 2 and your
blocking the aisles and fire exits. We need own ideas. Use phrases from Exercise 3.
to solve these problems ASAP. Please hold
a team meeting to discuss what action you V. WRITING Write Saada’s email to Hamda.
plan to take and when. Please send me a Explain who is going to do what and when.
copy of your action plan for approval. Use going to in your email (Because, it’s about
HH decisions taken earlier)
II. LISTENING Listen to part of the meeting
that Hamda requested. Complete the notes
with names and days.
Task Who? When?
Identify all goods to
throw away
Remove all goods
from broken racks
Fix broken racks
Put goods back into
fixed racks
Organise other
goods to make more
space
Move pallets away
from exits and aisles
53
Unit 3 Lesson 3: Rules and regulations in a warehouse
Speaking: Punctuality and working times
I. SPEAKING Discuss in groups. 10- I guess that’s OK from time to time, but
1- How important is punctuality (= being on we really need to ________ to our official
time) for warehouse workers? working hours as much as possible.
2- What problems can happen if workers
aren’t punctual? IV. Which phrases in Exercise 3 are useful for
3- Is it important for workers to take breaks the following?
during their working day? Why?
a. Explaining a rule b. Describing a
II. LISTENING Listen to part of a staff meeting c. Making a promise recent problem
in a warehouse. In what order do they discuss e. Making a d. Making an excuse
these issues? There is one issue suggestion
that they don’t discuss.
V. VOCABULARY Match the beginnings and
a) break times b) holiday times c) starting
work each day d) finishing work each day endings.
III. USEFULPHRASES complete the phrases 1- Punctuality a. there’s nothing you
from the conversation with words from
the box. 2- If you remind can do to change it.
somebody,
afford always happen importance 3- If something is b. you are happy to
important must nothing rule beyond your control,
situations stick 4- If something change your plans if
happens at fixed
1- We had a few ________ recently where times, necessary.
there was nobody in the warehouse to put 5- If you’re flexible, c. you do exactly
away stock, and it caused some serious 6- If you coordinate
problems. with other people, what the rule says.
2- I’d like to remind you all of the ________ of 7- Your teammates d. means being on
being on time every day. 8- If you stick to a
3- There was ________ I could do about it. rule, time.
4- You could ________ take an earlier bus, e. are the people you
couldn’t you?
5- I understand that some things are beyond work with.
our control, but we really can’t ________ to f. you can’t choose
have a repeat of that situation.
6- We ________ have enough people here at when to do it.
all times. Is that clear? g. you work together
7- It won’t ________ again.
8- As I’m sure you know, we have a ________ to make sure your
that states that no more than two people may
take a break at any time plans are good for
9- It’s ________ to finish jobs before starting
your breaks. the whole team.
h. you tell them not
to forget something.
VI. ROLEPLAY Work in groups. Act out a
similar conversation about rules in a
warehouse. Use the phrases in Exercise 3.
• Warehouse manager: Explain some recent
problems and remind people of the rules.
• Warehouse workers: Make excuses, ask
questions and agree to stick to the rules.
54
Unit 3 Lesson 3: Rules and regulations in a warehouse
Listening: Warehouse etiquette
I. PREDICT Read the definition of etiquette. IV. VOCABULARY Match the beginnings and
Then, discuss the questions in groups. endings.
1- What do you think warehouse etiquette 1- If something a. it is extremely
means? works smoothly and
2- What are some rules for polite behaviour efficiently, important.
in a warehouse? 2- Your goals b. is when people
3- If you get into
Etiquette (n): a set of customs and rules the habit of doing need to act quickly
for polite behaviour, especially among a something,
particular class of people or in a particular 4- If something is to deal with a
profession vital,
5- If something is dangerous situation.
II. LISTENING Listen to a short presentation unexpected, c. is a document that
about warehouse etiquette. In what order does 6- An emergency
the presenter discuss these issues. 7- When you observe tells you what to do
safety rules,
a. Sanitation b. The importance of 8- Your job in your job.
(keeping things communication description d. are the things
clean) d. Written and 9- Your duties
c. Flexibility unwritten rules 10- A company’s that you’re trying to
f. Safety rules e. The importance of workforce
warehouse etiquette achieve.
e. is all of its
III. LISTEN again. Are the statements true or employees.
false, according to the presenter? f. you don’t know it’s
1- Warehouse etiquette ensures that everybody going to happen.
in the team is working towards the same goal. g. are the things you
2- Warehouses don’t need written rules.
3- Warehouse workers should spend less must do in your job.
time talking and more time working. h. there are no
4- Safety comes from doing what is right,
not only following rules. problems and there’s
5- Managers should help to clean the war
ehouse. no wasted time or
6- Everybody should work only their official
hours. money.
7- Warehouse etiquette is good for the business i. you do what the
and for workers.
rules say.
j. you start to do it
often.
V. SPEAKING Discuss the questions in groups.
1- Do you agree with all the advice in the text?
2- Do you think the advice is better for
workers or for managers?
55
Unit 3 Lesson 3: Rules and regulations in a warehouse
Grammar: Present simple and present continuous for
the future
I. READ and listen to a conversation. Write Present simple and present continuous for
the times in the spaces. the future
1. The time of the conversation: _____ 2. The
goods arrive: _____ 3. Salman’s break starts: We often use the present simple for future
_____ 4. Salman’s break finishes: _____ 5. facts, timetables, and scheduled events, etc.,
Salman’s meeting starts: _____ 6. Hodan’s which almost certainly won’t change:
break ends: _____ • Tomorrow is Wednesday. The train
leaves at 14:38 tomorrow. The lesson starts
Hibo: Can you help me put some goods in 5minutes. We often use the present
man? They’re arriving in about twenty minutes. continuous for future arrangements (i.e. very
Salman: Half an hour? Not really. Sorry, strong plans with other people, including
Hibo, but my break starts in 15 minutes – at dates, times, places, etc.):
10:15. • Our CEO is coming to visit next week. (=
We’ve made plans together and decided
Hibo: Oh. And what time does your break where and when For weaker plans, which
finish? might still change again, use going to.
Salman: Well, it’s a -30minute break, so I • She’s probably going to stay for three days,
finish at 10:45. but she hasn’t decided yet.
Hibo: OK, so can you help me after your break.
Salman: Not really. I have a meeting at 11, III. PRACTICE Complete the sentences with
and I’m giving a presentation, so I’ll need the most suitable form, the present simple
some time to prepare for it. All the managers or the present continuous.
are going to be there, so it’s going to be
quite stressful. Why don’t you ask Hodan? 1- Their plane ________ (land)at 19:37 tonight.
His break finishes at quarter past ten. I’m 2- I’ve just had a call from the delivery com
sure he’ll be able to help you. pany. The courier ________ (arrive) in five
Hibo: OK, I think I will. Thanks a lot, Salman. minutes.
3- The company has announced that twenty
II. READ about the present simple and workers ________ (lose) their jobs next month.
present continuous for the future. Then 4- Hurry up and turn on the TV! The match
underline the following in the conversation. ________ (start)in two minutes!
5- The new warehouse ________ (open)in
1- Two examples of the present continuous July … if they finish building it.
for future arrangements
2- Five examples of the present simple for IV. SPEAKING Discuss in groups.
fixed future events
3- Two examples of ‘will’ for predictions based 1- Do you have any strong arrangements for
on opinions
4- One example of ‘will’ for making a decision the future? What are you doing?
5- One example of ‘going to’ to talk about a plan 2- What are some important future facts for
6- One example of ‘going to’ for a prediction
based on facts you? (e.g. lesson times, bus times, etc.)
56
Unit 3 Lesson 3: Rules and regulations in a warehouse
Vocabulary: Sanitation rules
I. Read the memo. Answer the questions. 4. a. 5.a. 6.a.
1- Who do you think wrote it? 7.a. an 8. a. 9. a.
2- What does the writer want?
III. Complete the definitions with underlined
To: All warehouse staff words and phrases from the memo.
Please can everybody do more to keep our
warehouse clean and tidy. 1- ________ is everything that you should
There is rubbish all over the place. Some throw away in a bin.
workers drink soft drinks and leave their 2- ________ are things you eat between
empty cans and bottles in the warehouse. meals (e.g. chocolate, biscuits).
Or they eat snacks in the warehouse and 3- If you do the ________, you wash the dirty
throw the packets and wrappers on the cups, plates, knives, forks, etc. after eating.
floor. 4- If something is ________, it looks/tastes/
Yesterday, when I went into the warehouse smells horrible.
kitchen for my break, it was absolutely 5- When a place is ________, everything is in
disgusting. There were cups, plates and the right place.
bowls, all over the tables, and there were 6- ________ are cups, bowls, plates, etc.
more dirty dishes in the sink. When I tried to 7- ________ include cola, juice, water and milk.
find a clean knife and fork to eat my dinner, 8- When you have a ________, you stop
I couldn’t find any – everything was dirty. work for a short time to relax.
I think some employees expect our office 9- ________ are people who keep offices,
cleaners to keep our warehouse clean, factories, etc., clean.
but I believe sanitation is everybody’s 10- If you make a ________, you make a
responsibility. We should all do our own place dirty and not tidy.
washing-up after we finish preparing our
food and eating. If we make a mess, we IV. PRACTICE Look at the photos. Which
should clean it up ourselves. And we must things from this page can you see?
all throw away our rubbish in the bin, not
leave it lying around the warehouse.
II. Label the pictures with words in bold from
the memo.
1.a. 2.a. 3.a. V. SPEAK Work in groups. Write some rules
for the warehouse. What should the workers
do? What should they stop doing?
57
Unit 3 Lesson 3: Rules and regulations in a warehouse
Final scenario
I. READING Read some warehouse rules. III. LISTENING Listen to a warehouse
Answer the questions. manager talking about the rules to a group
1- Where can you eat snacks? of new employees. Which rules(6 – 1) does
2- Where should visitors go? she mention?
3- What does WMS stand for?
4- Who should clean the warehouse? IV. Complete the extracts from the recording
with words from the box. Then listen again to
WAREHOUSE RULES check.
1- Report damaged goods or missing follow hesitate place record suitable
materials immediately. understood
2- No eating or drinking inside the
warehouse – only in the kitchen areas. 1- If you notice any …, don’t ________ to
3- Take great care when lifting heavy report them as soon as possible.
goods – always follow safety procedures. 2- Always use ________ equipment, because
4- All visitors must report to reception. No otherwise you can injure yourself.
unauthorised visitors. 3- We have a set of procedures …, so you
5- Keep accurate records of all stock must ________ those carefully.
movements in the WMS (Warehouse 4- … you should keep a careful ________ of
Management System). the stock …
6- Everybody is responsible for keeping 5- That means you shouldn’t make a mess in
the first ________, …
the warehouse clean and safe. 6- Is that ________?
II. VOCABULARY Find words and phrases V. WRITING Work in groups. You are a team
in the rules that mean the following. of warehouse managers. Write some rules for
your warehouse.
1- as soon as possible, without waiting:
i________ VI. ROLEPLAY Take turns to explain your
2- be very careful: t________ g________ rules warehouse rules to your warehouse
c________ workers. Use some of the phrases from
3- rules and instructions: p________ Exercise 4.
4- without permission: u________
5- without mistakes: a________
6- changes in how many items or where
they’re stored: s________ m________
7- has a duty to do something: is r________
for doing something
58
VII. Look at the pictures: What can you see?
1- How many people can you orally and in written. 4- What about the materials or
see in each picture? tools they are working with?
3- Where are they exactly
2- What are they doing? in the warehouse? In which
Describe the activities both area?
1. 2.
3. 4.
5. 6.
59
Consolidations (Unit 1, 2 and 3)
I: Put a circle around the proper warehouse area in which the activity takes place
1 - The goods are selected and put together in the units required by the customer.
a) Order picking and sortation b)Unloading area c)Collation area
2 - The goods are prepared for warehouse operations.
a) Storage area b) receiving area c) Loading area
3 - Complete orders are packed and wrapped.
a) Reserve storage area b) Loading area c) Collation area
4 - Where the goods are kept until required.
a) Receiving area b) Reserve storage area c) Dispatch area
5 - Goods are brought together for leading and transport.
a) Receiving area b) Dispatch area c) Unloading area
II: Turn into negative the following sentences
1 - The goods will arrive tomorrow morning.
2 - We shall check and record it in the afternoon.
3 - We often unpack and repack it together.
4 - We are going to dispatch it in two days.
5 – The warehouse manager is leaving tonight to buy new equipment.
6 – The new employees will label all the packaging or products.
7 – The truck loaders usually put goods on vehicles.
III: Complete the sentences with will, won’t or shall.
1 - “What time _____ the goods arrive?” “I don’t know.”
2 - “I have a lot of work!” “Don’t worry. I _____ help you. It _____ take too long.”
3 - “Where _____ I put these heavy packages?”“Over there, next to the wall.”
4 - “I _____ finish all this work today. There’s too much.”“Then you _____ have to work faster,
_____ you?”
5 - “Those crates are too big for that shelf. They _____ fit!”
6 - “I’m tired! _____ we take a break?”“Good idea!”
IV: Complete the definitions with words from the box.
batch bulk cartons consolidate handling incoming
1 - ________ goods are the goods that arrive in a warehouse from suppliers.
2 - ________ is the general name for moving goods around, using machines or by hand.
3 - If you break ________, you pack large amounts of goods into separate units.
4 - When you ________ several orders together, you deal with them all at the same time.
5 - ________ are boxes, usually made of cardboard.
6 - When you ________ lots of goods, you bring them together so you can send them
together.
60
V: Read the passage and replaced the underlined words with those in the box
Appropriate, unloading, mainly, conveying, goods
The Forklift truck is mostly used for loading and unloading, stacking and conveying
the merchandise on the pallet, in addition if the forklift truck is equipped with suitable
attachments it can also be used for loading and discharging, stacking and handling over the
goods which is not placed on the pallet.
Warehouse basic processes:
VI: Match the warehouse areas in the box with their definitions
Storage, picking, packing, receiving, put-away,
a) …………………….. the warehouse verifies that it receives the right product, in the right
quantity,in the right condition, and at the right time.
It also involves the transfer of responsibility for the goods to the warehouse.
b) ……………………….. is the movement of goods from the receiving dock to the best
warehouse storage location.
c) ……………………… we locate goods into their most appropriate storage space. If so, the
storage process fully maximizes the available space in your warehouse and increases labor
efficiency.
d) ……………………………... we collect products in a warehouse to fulfill customer orders.
e) ……………………… we consolidate picked items in a sales order and prepare them for
shipment to the customer. We make sure or at least minimize the damage before the materials
leave the warehouse.
VII: Put the adjectives between brackets in superlative or comparative.
1 - My brother has a (tidy) _______room than me.
2 - Avatar is probably the _______________ (bad) film I›ve seen!
3 - Australia is (big) than England.
4 - He thinks Chinese is the_________________(difficult)language in the world.
5 - I›m (good)__________ now than yesterday.
6 - Who is the __________________ (powerful) person in your country?
VIII: Match each truck with its cargo.
1. A dry van trailer a. Liquid cargo such oil, milk
2. A tank trailer b. Vehicles such as cranes, excavators
3. A reefer trailer c. Containers
4. A car trailer d. Cars
5. A low bed trailer e. Perishable cargo such as fruits
61
Safety is not a product but a process, a way of life.
1. What types of accidents happen in a warehouse?
2. What is Personal Protective Equipment (PPE)?
3. What safety rules do you need to have a safe workplace?
Lesson 4.1 Hazardous Lesson 4.2 PPE and safety Lesson 4.3 Creating a
materials and activities equipment safe warehouse
Speaking: Reporting an SPEAKING: Understanding SPEAKING:
accident PPE Understanding safety
Reading: Types of accidents Reading/ Video: Personal signs
A2 Vocabulary: Adjectives Protective Equipment Reading: Creating a safe
connected with safety A2 vocabulary: PPE and body warehouse
A2 Grammar: Past simple parts A2 vocabulary: Verbs of
and past continuous A2 grammar: Must, have to movement
Writing and speaking: and should A2 grammar:
Warehouse hazards Writing and speaking: PPE Conditionals
procedures WRITING &
SPEAKING: Warehouse
safety advice
Lesson 4.1 Hazardous materials and activities
Speaking: Reporting an accident
I. Look at the picture. Specific Location Emergency services
1- What can you see? of Event (e.g. called? Y/N
2- What’s wrong with the shoes? On third floor of Reason why/ why not:
building A, near
elevator shaft)
Incident
description
(include all
events):
IV. Match the words to the definitions.
II. LISTEN to a conversation about an 1. injured a. give somebody
accident. Answer the questions. medical care
2. first aid b. a formal statement
1- What is the safety controller’s name? 3. treat about what happened
2- Where was Mr Diriyeh at the time of the 4. report and why
accident? c. hurt (e.g. with a
3- What happened? broken bone)
d. simple medical care
V. USEFULPHRASES Complete the safety
controller’s statements and questions
with words from the box.
III. LISTEN again and complete the incident happened helpful injured next
report. questions report see start time
understand warning
Name: Date:
Time: Site/ Location of event: VI. ROLEPLAY Work in pairs to role-play a
conversation between a safety controller and
Name of the Name and Phone an agent.
other person Number (of the person
involved: filling out report) Student A: You are the safety controller. Use
phrases from Exercise 5 and your own ideas.
Incident type: Student B: You saw the accident. Answer the
safety officer’s questions. Use your own ideas.
o Injury- First aid
o Injury – Medical treatment
o Equipment Failure
63
Lesson 4.1 Hazardous materials and activities
Reading: Types of accidents
I. Read the sentences and write the underlined a. Falling accidents
words under the correct images. b. Slips and trips
A simple slip on a wet warehouse floor can do c. Motion issues
a lot of damage. d. Hazardous energy
Forklifts lead to serious accidents and cause a e. Toxic and harmful substances
lot of injuries every year. 1 ________ A large number of physical
Harmful substances such as corrosive acids injuries arise from motion issues every year,
can cause extensive damage. including repetitive motion and not lifting
Touching working machines with bare hands items properly.
is dangerous. 2 ________ This is essentially a release of
energy from equipment – such as a machine
II. Label the pictures with words from the that suddenly starts working which can trap
box. or injure employees.
3 ________ In a warehouse, someone
carrying items walking into the path of
another person, or a forklift, for example
can cause multiple injuries.
4 ________ You don’t have to be dealing
with serious heights for accidents to occur
where falls are concerned. In fact, almost
half of workplace fall injuries occur from 15
feet or lower.
5 ________ The damage that can be done
by harmful substances such as a corrosive
acid is extensive. It happens when
employers are not protected and rooms
where harmful substances are being used
are not ventilated.
a slip a fall a trip
V. Read the poster again. Are the following
sentences true or false? Correct the false ones.
III. SPEAK Work in pairs. Discuss the 1- A machine that suddenly starts working
questions. can’t damage workers.
2- Most physical injuries occur when
1- What are some possible causes of the employers do not lift boxes appropriately.
accidents in Exercise 2? 3- It is necessary to ventilate rooms with
2- What are some possible effects of the harmful substances.
accidents? 4- It is safe if agents carry items or forklift
3- How can we prevent accidents like these? drivers walk in the same direction.
5- Half of all workplace accidents occur in
falls from 15 feet or lower.
IV. READING Read a safety poster about VII. Work in small groups. Think of TWO
accidents at work. Write the headings in the examples of injuries and accidents in a
spaces. warehouse for each section of the poster.
64
Lesson 4.1 Hazardous materials and activities
Vocabulary: Adjectives connected with safety
I. Which picture shows the things in the box? VI. Match the beginnings and endings.
an open drawer a heavy container a stray
1. Physical a. he might crash into
cable overloaded boxes injuries you.
2. Repetitive
II. Complete the sentences with words and motion injuries b. is how high it is
phrases from the box. above the ground.
3. If something c. happen if you make
cables overloaded boxes drawers traps you, the same movement
heavy container again and again hun-
4. If somebody dreds of times.
1- There are different types of forklift. A small walks into your d. are very dangerous
one can’t lift a _____________. path, chemicals which can
2- When you’re coming down stairs, you 5. The height of cause a lot of damage.
shouldn’t carry ________________. something e. clean air can come in
3- For a safe warehouse, ________ must 6. Corrosive easily.
always be closed. And the floor must be clear acids f. involve somebody
of stray ______. 7. If a room is hurting or damaging
ventilated, his/her body.
g. you can’t get away.
V. SPEAKING Discuss in pairs. Which
adjectives in Exercise IV describe good
situations for health and safety?
III. SPEAKING Work in pairs. What is
happening in the pictures in Exercise 1?
IV. Match the underlined adjectives with
their opposites from the box.
closed dangerous dark dry full
healthy hard heavy high quiet
65
Lesson 4.1 Hazardous materials and activities
Grammar: Past simple and past continuous
I. Read the sentence. Write the infinitive Infinitive Past simple
form of the underlined words. 1. to clear
2. to break
Jawhar Bilal tripped and fell 3. to load
down the stairs to the floor in 4. to rent
front of the forklift. Hewas lucky 5. to carry
and was not hurt because of the safety 6. to send
equipment he had. 7. to ship
8. to crash
II. Read about the past simple. Which verbs 9. to climb
in Exercise 1 are irregular?
We use the simple past to report about IV. Complete the sentences with the past
an event or accident that happened in simple form of the verbs.
the past. 1- The floor_________(not/be) wet.
Positive form: 2- Jacfar ___________ (seem) to be
struggling with the load
Regular verbs: Add -ed: 3- He __________ (carry) a heavy load.
4- She ___________ (not/see) him trip.
walk walked 5- Deck __________ (drive) near the elevator.
slip slipped 6- He __________ (lift) a container.
close 7- I ___________ (not/assist) in the meeting
closed yesterday morning
Irregular verbs: You need to learn the form V. Read about the past continuous.
for each irregular verb – see the list on Underline three examples of the past
page XXX: continuous in the paragraph below and
three examples of the past simple.
be was/were
have had Walid was repairing a forklift truck when the
fall fell driver turned it on. Walid was wearing noise
protective headphones, so he didn’t hear
Negative form: DID + NOT + VERB the driver’s warning. Wahid wasn’t wearing
a safety helmet at the time, so he suffered a
I saw I did not see / I didn’t see serious head injury.
PAST CONTINUOUS VERSUS SIMPLE PAST
Questions: DID + SUBJECT + VERB We use the past continuous to describe an
action that was in progress at a particular
He saw Did he see? time in the past.
Form: was / were + verb + ing
Negative and question form of BE: We often use it together with the past simple,
to describe the background (= what was
(-) was / were + not: He was not (= happening?) to an event in the past (what
happened?).
wasn’t) wounded.
(?) Was / Were + subject: Was he on
the first floor?
III. Complete the table with the past simple
forms of the verbs.
66
Lesson 4.1 Hazardous materials and activities
Writing and speaking: Warehouse hazards
I. Read the leaflet about Warehouse hazards. IV. Work in pairs. Look at the picture and
How many different categories of hazard does discuss the questions.
it mention?
Hazards are dangers not only to the people 1- How many agents can you see?
in the company but also to the company’s 2- What are they doing?
reputation in the industry and its relationship 3- Can you find all the hazards?
with clients.
Aside from negatively impacting the lives of V. Read a conversation between a safety
workers and their families, injuries caused by controller and a warehouse manager.
unreported hazards also cost the company Complete the gaps with words from the box.
time and money through a reduced
workforce and long-term medical expenses. stored arrangements work on healthy
Hazards can come in many forms, but they substances
generally fall under the following categories:
Safety Hazards (wet floors or malfunctioning Safety controller: Where are the dangerous
equipment), Chemical Hazards (flammable (1) _________ stored?
or toxic gases, liquids, and solids), Physical Manager: Toxic materials are (2) __________
Hazards (lifting heavy boxes without a in well ventilated rooms.
machine to help), and Biological Hazards Safety controller: Do you think that this
(due to mould, dust, insects, bacteria, and room is (3) _________for employees?
viruses). Manager: I think we need to make some (4)
_____________to make it suitable.
II. Find words and phrases in the leaflet that Safety controller: Yes, you have to (5)
mean the following. ___________ cleaning the air in this room.
1- Other people’s opinion about you Manager: Alright, we will.
2- A smaller number of workers
3- Not working properly
4- Can catch fire easily
5- Dangerous, poisonous
6- Fungus (e.g. on old bread)
7- Tiny pieces of dead skin, dirt, etc.
III. SPEAK Work in small groups. Can you VI. Continue this conversation in your book.
see any possible hazards in the room you’re in Use the ideas in Exercise IV.
now?
VII. PRACTISE your conversation with your
partner.
67
Unit 4 Lesson 2: Personal Protective Equipment And
Safety Equipment
Speaking: Understanding PPE
I. SPEAK Work in small groups. Discuss IV. LISTENING Listen to a conversation about
the questions. a safety controller describing to a new agent
- Do you wear a uniform at school? the importance of PPE in work places. Which
2- What is it? item of PPE does each statement refer to?
3- Do you like it?
1- You only need to wear it/them when you’re
II. READING Read about PPE. Answer the handling certain items.
questions. 2- You only need to wear it/them in certain
1- What does PPE stand for? parts of the warehouse.
2- What hazards can it protect against? 3- You need to wear it/them all the time.
3- What is the purpose of wearing PPE?
V. USEFUL PHRASES complete the extracts
Text from the conversation with words from the
box.
Personal protective equipment (PPE) is
protective clothing, helmets, goggles, safety from have here over protect safe
shoes or other garments or equipment
designed to protect the wearer’s body from safety save some
injury or infection. The hazards addressed
by protective equipment include physical, 1- ________ are your safety shoes.
electrical, heat, chemicals and biohazards. 2- They have a stainless steel cap ________
The purpose of personal protective your toes.
equipment is to reduce employee exposure 3- That means that if you drop something
to hazards. heavy on your foot, your toes will be ________.
4- Next, I ________ your helmet.
III. VOCABULARY Read again. Find the names 5- This will obviously ________ your head if
of the PPE in the pictures. something falls on you.
6- A helmet can ________ your life in such
situations.
7- Finally, here are ________ goggles for you.
8- These will protect your eyes ________
dangerous chemicals …
9- ________ first!
1 some 2 some VI. Which phrases in Exercise V can you use
for these reasons?
3a a. to give somebody some PPE
b. to explain why PPE is important
VII. ROLEPLAY Work in groups to act out
this situation.
• Safety Controller: Welcome your new
workers. Explain what PPE is and why it’s
important. Give the workers their PPE.
• New warehouse workers: Ask questions
about PPE (e.g. why it’s useful, where and
when to wear it, etc.)
68
Unit 4 Lesson 2: Safety Equipment
Video: Personal Protective Equipment
I. PREDICT Discuss in groups. 1- Your s________ is your ability to see.
1- What can happen if you don’t wear PPE? 2- A r________ is a dangerous situation that
2- Why do you think some people choose might happen.
NOT to wear PPE? 3- A p________ d________ is when somebody
can never do something (e.g. walk, see) that
II. VIDEO Watch the video. most other people can do.
1- How many examples of PPE does the 4- D________ c________ are very bad results.
speaker mention? 5- An e________ is when somebody tries
2- How many reasons for not wearing PPE to explain why they did something bad/
does he mention? stupid.
6- B________ is the disability where somebody
III. USEFUL PHRASES Match the beginnings can’t see.
and endings to make useful phrases for talking 7- If something will p________ you, it will
about safety. Then watch again to check. keep you safe.
8- D________ is when somebody loses their
1. PPE will protect a. your life. life.
you
V. SPEAK Discuss the excuses for not
2. PPE provides a b. their sight. wearing PPE. What advice would you give to
last line of somebody who uses each excuse?
3. It can save c.in permanent
disabilities, blindness or
even death.
4. People conti d. for not wearing PPE.
nue to sustain
5. People e. against health and
foolishlyrisk safety risks at work.
6. Injuries can f. devastating
result consequences.
7. Some people g. defence against
choose to put injury.
their lives
8. Whatever the
reason, there is h. head injuries.
no excuse
9. Not taking PPE i. in danger.
seriously can have
IV. ROLEPLAY Find words in Exercise III to
complete these definitions.
69
Unit 4 Lesson 2: Safety Equipment
vocabulary: PPE and body parts
I. Label the PPE with words from the box. II. What’s another name for the following
PPE?
apron ear defenders elbow protector 1- eye protection: g________
eye protection face mask hard hat 2- hard hat: h________
high-visibility vest protection suit 3- safety footwear: safety s________
safety footwear safety gloves
wrist protector visor III. Which PPE from Exercise 1 protects the
following?
1. He’s wearing a 2. She’s wearing 1- your eyes
_____ and a _____. _____ and _____. 2- your ears
3- your face
4- your head
5- your hands and arms
6- your feet
7- your whole body
IV. Put these body parts in the right groups.
ankle back blood bone brain
elbow fingers heart knee neck
shoulder skin stomach toes wrist
3. She’s wearing some 4. He’s wearing _____ 1- inside your head: _____
_____ and a _____. and _____ and some 2- inside your body: _____, _____, _____,
_____
_____. 3- safety footwear: safety s________
4- connecting different parts of your body:
_____, _____, _____, _____, _____, _____,
_____
5- ten of each on your hands and feet: _____,
_____
V. SPEAK Work in groups. Ask and answer
using the vocabulary in Exercise 4, as in the
example.
A. What can I wear to protect my ankles?
B. Safety footwear.
5. He’s wearing a _____
some _____ and some
_____.
70
Unit 4 Lesson 2: Safety Equipment
grammar: Must, have to and should
I. LISTEN to this conversation between a My boss says we have to wear goggles.
warehouse manager and a worker, Diriyeh. Are There’s an important difference between
the statements true or false? mustn’t (= must not) and don’t have to:
1- Diriyeh had an accident last week. You mustn’t take off your goggles. (= it’s
2- He had all the correct PPE at the time of the the rule)
accident. You don›t have to take off your goggles. (=
3- Diriyeh’s shoes are too small. but you can if you want to.)Should is weaker
4- Diriyeh’s manager is going to talk to Diriyeh’s than must and have to. We use it to make
supervisor. recommendations and say what is the best/
5- Diriyeh thinks it isn’t safe to leave his hard right thing to do.
hat in the warehouse. You should wear a tie in the office - you›ll
6- Diriyeh wants to wear his helmet in the look better.
office. You shouldn›t wear shorts in the office. It
looks too relaxed.
II. Read about must, have to and should. Then
complete the extracts from the conversation III. PRACTICE Choose the best form to
with the most suitable form: must/mustn’t, complete the sentences.
have to / don’t have to or should/shouldn’t. 1- You don’t have to / mustn’t eat in the
1- You ________ remember to wear your PPE warehouse! It’s against the rules!
at all times in the warehouse. 2- In the DHP warehouse, we have to / should
2- You ________ speak to your supervisor wear hard hats and high visibility vests. It’s the
about getting some new shoes. rule.
3- She says I ________ wear these big shoes 3- Important! All forklift drivers must / mustn’t
because there aren’t any smaller ones. wear gloves to protect their hands.
4- You ________ take your hard hat home! 4-You have to / shouldn’t wear your expensive
5- It ________ stay here in the warehouse! watch in the warehouse – you might break it.
6- Maybe you ________ write your name on it,
so everyone knows its yours. IV. SPEAKING Discuss in groups.
7- People ________ borrow each other’s 1- What are some rules in your school?
helmets – there ________ should be one for What do you have to do? What don’t you have
each employee. to do?
8- You ________ wear it when you’re in the 2- What would you like to change in your school?
office – but you can if you want to! Use should/shouldn’t.
Have to, must and should for obligation 3- Now imagine you are in charge of your school.
Think of some new rules for your school. Use
We use have to/must/should + infinitive must/mustn’t.
to talk about obligation, things that are
necessary to do.
Must is very strong. We use it when we’re
making the rules.
Listen to me! You must wear goggles! Is
that clear?
Have to is also strong. We use it when we’re
talking about the rules.
71
Unit 4 Lesson 2: Safety Equipment
Writing and speaking: PPE procedures
I. READING Read some procedures for 1- you are cutting some metal
using PPE. Match the procedures with the 2- you have to walk through a dangerously
PPE. noisy room
3- your job involves a lot of heavy lifting
ear defenders safety aprons wrist 4- you need to work with strong acids
protectors 5- you make the same hand movements again
and again
1 ________ are vital if you do a lot of heavy 6- you need to concentrate in a fairly noisy
lifting, to prevent damage to the bones room
and muscles in your hand and arm. As an
additional benefit, they protect your skin III. WRITING Choose another piece of PPE
from cuts. This type of PPE is essential if you from this lesson. Work in groups to write a
suffer from repetitive strain injuries (RSIs), similar procedure for your PPE. Think about
i.e. muscle injuries caused by repeating the the following.
same actions again and again. If your job 1- Who should wear it?
involves repetitive hand movements, speak 2- Where/when should they wear it?
to your supervisor about getting this PPE. 3- What can go wrong if they don’t wear it?
2 ________ protect your ears from very IV. LISTENING Listen to a conversation
loud noises. Noises over 120 decibels (dB) between a warehouse agent and a safety
can cause immediate damage to your supervisor. Complete the sentences.
ears, so protection must be worn even for 1- The agent wants to go into the engine room
very briefperiods of exposure. Prolonged for a few minutes / seconds.
exposur periods of exposure. Prolonged 2- The noise level in the engine room is almost
exposure to noises over 70dB can also be / over 120 dB.
damaging in the long term, so workers who 3- The agent is worried about feeling
regularly work in such environments must uncomfortable / looking silly.
wear protection. Noise can also reduce 4- The safety supervisor succeeds / doesn’t
people’s ability to concentrate and make succeed in changing the agent’s mind.
good decisions, so PPE is recommended for
all people in noisy environments.
3 ________ are heavy items of PPE made V. USEFUL PHRASE Put the words in the
of strong rubber. They must be worn when correct order to make the supervisor’s phrases.
working with corrosive substances (e.g. Then listen again to check.
acids), to protect your clothes the skin 1- ear defenders. / have / these / to / You / wear
beneath them from damage. They also 2- even if / damage / only in there / a few
protect you from cuts, so you should wear seconds. / your ears / You / for / can / you’re
one when working with sharp objects, 3- look like. / they / matter / It / what / doesn’t
carrying glass, cutting metal, etc. Finally, 4- they / that / safe. / you / matters / keep / It
they provide some protection from extreme just
heat. 5- to follow / or not. / want to / the safety
procedures / whether they / have / Al workers
II. Read again. Which PPE should you wear 6- lose / if you / You / the rules. / your job /
in these situations? break / can
7- enforce / can / the rules. / lose / And I / I
don’t / if / my job
72
Unit 4 Lesson 3: Creating a safe warehouse
Speaking: Understanding safety signs
I. PREDICT Work in groups. Look at the III. PREDICT Look at the shapes and colours
pictures. What do you think the signs mean? of the signs. What do you think these shapes/
colours mean?
1- A white circle with a red border
2- A blue circle
3- A yellow triangle with a black border
4- A green square or rectangle
5- A red square
IV. LISTENING Listen to part of a training
session to check your answers to Exercise III.
1- You ________ do something.
2- You ________ do something.
3- Be ________! Risk of ________!
4- ________ this ________
5- ________ ________
II. Match the signs A – R with the V. LISTEN again. Which seven signs from
explanations 1–18. Exercise I did the trainer mention?
1- No admittance
2- Fire alarm VI. Complete the trainer’s questions with
3- Head protection must be worn words from the box.
4- Danger! Mind your head
5- No smoking are far for know mean telling
6- Do not exceed speed limit think
7- First aid station
8- Fire extinguisher 1- Does anybody ________ what they mean?
9- Warning! Toxic 2- What do you ________ this one means?
10- Emergency phone 3- What are they ________ us?
11- Attention! Highly flammable 4- What ________ they?
12- Fire hose 5- What are these red square signs ________?
13- Emergency exit 6- Are there any questions so ________?
14- Danger! Corrosive
15- Wear gloves VII. ROLEPLAY Work in small groups to
16- Warning! High voltage roleplay a similar situation.
17- Face masks must be worn • Trainer: Ask your trainees about the
18- Danger! Forklifts in operation meaning of different types of sign. Explain if
necessary.
• Trainees: YAnswer the trainer’s questions.
Ask questions if necessary.
73
Unit 4 Lesson 3: Creating a safe warehouse
Reading: Creating a safe warehouse
I. ROLEPLAY Look at the pictures on the info 4In ___e_v_e_r_y___w__a_r_e_h_ouse,
graphic. Discuss in groups. What are some there should be enough
safeties issues connected with each picture? fire exits and fire
extinguishers to prevent
II. READING Read the info graphic. Write any serious damage to
the headings in the spaces. materials or people in
the event of a fire or
Air quality Fire prevention and control explosion. In addition,
Forklifts Lockout-tag out Preventing falls workers should be
trained in fire evacuation
FIVE WAREHOUSE SAFETY ISSUES AND procedures and
SOLUTIONS TO MINIMISE ACCIDENTS AND firefighting. Flammable
REDUCE INJURIES goods must be stored as
1 ________________ safely as possible, well
Drivers need to be well trained, away from other parts of
evaluated regularly and certified the warehouse.
for the wellbeing of the workers
and the company income. Safety P5re_v_e__n_ti_n_g____r_e_sp__ir_atory
procedures must be respected damage is essential.
for picking up loads (for example, Workers should wear
maximum safe lifting weights) face masks when
and putting them away safely, necessary, especially
especially at heights. Forklift when managing toxic
speeds must not exceed 8 km/h. goods. The space should
be well ventilated to
2Co_n_t_r_o_ll_in__g__o_r__p_r_e_venting falls, allow air to flow in and
trips and slips must be the first out of the building as
priority of the company. It is much as possible.
essential to safeguard floors,
holes and stairs, and to provide III. READING Read again. Which section(s)
fall protection equipment mention the following?
or devices. Employers must a. PPE _____, _____
ensure a safer environment and b. staff training _____, _____
provide the workers with safety c. safety equipment _____, _____, _____
equipment such as safety shoes d. rules and procedures _____, _____, _____
and full body protection where e. dangerous goods _____, _____
appropriate.
IV. VOCABULARY Find words and phrases
3 ________________ that mean the following.
In the warehouse, faulty or 1- how heavy some things are (section 1):
damaged machines and w_____
equipment must be made safe 2- how fast some things travel (section 1):
while they are being replaced or s_____
repaired. These things should be 3- the most important thing (section 2): the
labelled with an “Out of Service” f_____ p_____
sign. To eliminate the risk of 4- to make something safe (section 2): s_____
workers accidentally turning 5- when it’s the right thing to do (section 2):
on a dangerous machine, use w_____ a_____
a LOTO system. The engineer 6- not working properly (section 3): f_____
or supervisor fixes a lock to the 7- to cut something down to zero (section 3):
machine to ensure nobody else e_____
can start it, together with a tag to 8- damage or injury (section 3): h_____
identify the person with the only 9- leaving the building quickly (section 4):
key. As a result of this procedure, e_____
workers will be protected from
damaged equipment that may
cause serious harm.
74
Unit 4 Lesson 3: Creating a safe warehouse
vocabulary: Verbs of movement
I. Label the actions in the pictures with verbs II. PRACTICE Work in groups. Take turns
from the box. to point to pictures. Ask and answer questions.
climb fall jump point push pull A. What’s she doing?
shout throw turn B. She’s climbing a ladder.
1- 2- III. Complete the sentences with the correct
verbs.
3- 4- 1- If you see a fire, cover / hit / stand the fire
alarm button immediately.
5- 6- 2- Always wear goggles when you’re filling /
lying / moving these bottles with chemicals.
3- Take care when you lie / open / sit this
drum of toxic chemicals. And make sure you
cover / cut / stand it again when you finish.
4- If you feel ill, go and cut / fill / sit on a chair
for a few minutes. If you’re feeling really bad,
go and hit / lie / mix on the floor.
5- Always hold / move / open the hand rail
when you’re walking down these steps–
they’re very steep.
6- Don’t hold / mix / stand so close to the
cutting machine. Can you fill / move / open
back a few metres, please?
7- Wear a safety apron when you’re covering
/ cutting / sitting metal. It’ll protect you from
injury.
8- Be careful not to hit / hold / mix these
chemicals together. There might be an
explosion!
7- 8- IV. SPEAK Work in groups. Think of some
things that warehouse workers need to do.
Use the verbs in Exercise 3, as in the examples.
• They sometimes need to cover their eyes
with goggles.
• They need to cut cardboard and plastic when
they’re unpacking goods.
9-
75
Unit 4 Lesson 3: Creating a safe warehouse
A2 grammar: Conditionals
I. PREDICT Look at the pictures (A – C). Conditionals
What do they show? A conditional sentence uses ‘if’ (or a similar
word) to connect a condition (= something
a- b- that might happen) with a result. The
condition clause can come before or after
the result clause.
• If you have a safe warehouse [= condition],
it’s be better for everybody [= result].
• It’s be better for everybody if you have a
safe warehouse.
In general, don’t use will or going to in
the condition clause, even if it’s about the
future. It’s fine to use will or going to in the
result clause. You can also use modal verbs
like can and should in the result clause.
• If I see the safety officer tomorrow, I’ll ask
her about your shoes. (Not: If I’ll see …)
IV. Look at the examples in Exercise III. Find
c- the following in the result clauses.
II. LISTEN to part of a training session. In 1- won’t 3- can
2- should
4- going to
which order does the trainer talk about the V. PRACTICE Match the beginnings and
three pictures?
endings.
III. Read about conditionals. Then choose
the correct form to complete these sentences 1- If you’re cutting a- if you’re not
from the presentation. metal, wearing a helmet.
1- If you use / you’ll use your back, you’ll 2- You can cause an b- you might crash
really hurt yourself. accident into something.
2- If you try / you’ll try to carry too many 3- If you notice any c- if you don’t look
objects, you won’t be able to see where you’re hazards around the where you’re going.
going. warehouse, d- you’re going to
3- If there’s / there’ll be a hazard in front of 4- You won’t be able to damage your hearing.
you, you’re definitely going to see it. enter the warehouse e- you should always
4- You can cause a serious injury if you try / 5- If you drive your wear safety goggles.
you’ll try to lift things this way. forklift too fast, f- you must report
5- If an object is / will be too heavy for you 6- If you don’t wear them immediately.
to carry alone, you should ask a colleague to ear defenders,
help you.
VI. SPEAK Work in groups. Make five more
conditional sentences about hazards and
procedures. Use som-e of the verbs from the
vocabulary page.
76
Unit 4 Lesson 3: Creating a safe warehouse
Speaking and writing: Warehouse safety advice
I. Read the list of warehouse safety advice. II. Watch the video. Put the advice from
Decide whether they are things you should Exercise I in the right order.
always or never do. 1 _g_ 2 ___ 3 ___ 4 ___ 5 ___ 6 ___
7___
a- Always/Never carry so much that you can’t 8 _f_ 9 ___ 10 ___ 11 ___ 12 ___ 13 ___
see where you’re going. 14 ___
b- Always/Never stand ladders on the floor or 15 _t_ 16 ___ 17 ___ 18 ___ 19 ___ 20 ___
a stable surface. 21 ___
c- Always/Never climb on racks, shelves, etc.
d- Always/Never use a phone while operating III. Watch the video. Put the advice from
equipment. Exercise 1 in the right order.
e- Always/Never keep the forks of a forklift 1- pieces of equipment that help people climb
down when moving around the warehouse. safely: l_____
f- Always/Never smoke in a warehouse or 2- safe, strong, not going to move: s_____
near goods that might catch fire. 3- to turn something so it’s not straight: t_____
g- Always/Never keep fire exits clear. 4- liquid or powder that comes out of a
h- Always/Never climb on pallets, etc. – use a container by accident: s_____
ladder instead. 5- not in the right place: l_____ a_____
i- Always/Never try to lift heavy crates by 6- not give something your full attention:
yourself. g_____ d_____
j- Always/Never replace broken glass 7- pieces of equipment: a_____
immediately. 8- sources of electricity (e.g. on a wall): s_____
k- Always/Never twist your back when
moving heavy objects. IV. SPEAKING Work in groups. Close your
l- Always/Never eat while operating a forklift books and watch the video again. Tell your
truck. partners what is happening in the video.
m- Always/Never clean up spillages V. WRITING Work in groups. Make a safety
immediately. poster for a warehouse (or for your school).
n- Always/Never leave tools and equipment Use some of the advice from the video or
lying around. your own ideas.
o- Always/Never leave toxic or hazardous
materials open or lying around.
p- Always/Never stand near a forklift truck
when its forks are up.
q- Always/Never look out for hazards – don’t
get distracted by phone calls, etc.
r- Always/Never climb over safety rails.
s- Always/Never stand on the forks of a forklift
truck.
t- Always/Never be careful when using
knives.
u- Always/Never plug too many electrical
appliances into sockets.
77
Safety is not a product but a process, a way of life.
1. Look at the photos. Where do you think is it?
2. What are they doing?
3. Read the quote: Would you like to work in an office?
4) Which is better, working alone or in a team?
Lesson 5.1 Working in an Lesson 5.2 Ordering goods Lesson 5.3 Arranging
office deliveries
SPEAKING: Dealing with a SPEAKING: Placing an order SPEAKING: Submitting a
customer complaint LISTENING: Negotiation skills cargo Shipping request.
LISTENING: A manager 2 GRAMMAR: Imperative READING: Scheduling a
explaining about good sentences delivery.
customer service A2 VOCABULARY: A2 GRAMMAR: May
A2 GRAMMAR: Can for Negotiation team and their and Might
permission qualities A2 VOCABULARY:
A2 VOCABULARY: Office WRITING & SPEAKING: Money and Times
equipment Negotiating situations WRITING &
and supplies SPEAKING: Planning a
WRITING & SPEAKING: delivery with a customer.
Email complaint and
apology
Lesson 5.1 Working in an office
Speaking: Dealing with a customer complaint
I. LISTEN to a conversation between an IV. Put the sentences in the right order.
admin and a customer who is complaining 1- Can / please? / Excuse / sir. / me, / you / it / spell
about a bad customer service. Answer the 2- a / me / Hold / down. / take / on, / and / pen
following questions: / it / please. / Let / write
1- What is the customer’s problem? 3- very / helping! / Thanks, / for / much
2- What does the customer want? 4- good / a / You’re / day! / welcome. / Have
3- How does the agent help?
4- Is the customer satisfied? V. Match the advice 4–1 to the sentences a–d
below.
II. USEFUL PHRASES Listen again and choose 1- Acknowledge what the customer says.
the correct word in bold to complete the 2- Avoid challenging their complaint.
sentences. 3- Offer support.
1- What / How can I help you? 4- Always thank your customer.
2- What’s the problem / situation?
3- I’m really afraid / sorry about that sir. What a. “I’m really sorry about that, sir. What can I
can / do I do for you now? do for you now?
4- OK, let me check / verify. b. “Excuse me, sir, but I don’t follow you.
5- Holdon/upplease.Letmegive/takeapen. What’s the problem?”
6- Noted / Printed, sir. c. “Thanks for your understanding, sir.”
7- Thank you very much for helping / d. “Noted sir. Please hold on for 2 or 3.
checking. minutes. Let me check on my tracking
8- You’re welcome. Have a good / perfect day. computer system.”
III. Guess the missing words to complete the V. ROLEPLAY Roleplay the same conversation
sentences. Listen and check. between the customer service agent and the
complaining customer.
arrival calling docking speaking
tracking wait wondering VI WRITING Write a face-to-face
conversation between a customer
1- Hello, good morning, Massida transit, complaining about something and a customer
Hamda _ _ _ _ k_ _ _. service assistant. Think about how to solve
2- I’m _ _ _ _ i _ _ for the second time this the problem and satisfy the customer’s needs
week. following the advice in exercise E. Here are
3- I’m _ _n_ _ _ _ _ _ what’s wrong. some problems that a customer could face.
4- No problem. I want to know when You can choose one of them.
exactly
is the _ _ _i_ _ _ date of my container? 1- You waited many hours for a customer
5- Let me check on my _ _ _ _k_ _ _ computer service agent to speak to you.
system. 2- There was a long delay in receiving your goods.
6- Ok, I’ll w_ _ _. 3- You have experienced very bad customer
7- I have good information for you, sir. Your service on the phone and you have come in
container is coming with the vessel that the company.
is _ _ _ k _ _ _ in 3 days.
79
Lesson 5.1 Working in an office
Listening: A manager explaining the quality of good
.customer service
I. WARMER Look at the pictures above. III. LISTEN You are going to listen to a Ma
Discuss these questions in small groups. nager talking about good customer service.
1- Think about something that you would love Before you listen, answer these questions
to buy. Pick one thing e.g. a chocolate bar about a good customer agent. Then listen
or a pair of Nike trainers. and check your answers.
2- Where can you buy it? 1- Can he/she ignore a customer calling?
3- What if you face an angry shopkeeper? 2- Can he/she ask the customer to wait until he/
Would you buy the thing you love or leave the she gets information?
shop? How would you feel? 3- Can he/she decline an incoming call from a
4- Would you come to the same shop another customer?
day? 4- Can he/she reply in a bad way even if the
customer is angry?
5- Can he/she reply one or two days after
a customer message?
IV. LISTEN again and decide if these sentences
are true or false.
1- There are many complaints these days in
the company.
2- Communication is not connected with trust.
3- You don’t have to tell bad news to your
customer.
4- You should always tell the truth to your
clients.
5- It is important how fast you give the
information to your customer.
V. Complete the sentences with words from
the box.
clear Honesty quick trust
1- A feeling of _____ is when you know
somebody will help you.
2- If your answer is _____, it’s easy to understand.
II. SPEAK Work in pairs. Look at the picture 3- _____ is when you always tell the truth.
and answer the questions. 4- It is not good if you do not give a _____
1- Who is the customer and who is the
answer to your customer.
shopkeeper? VI. SPEAK Work in groups. Write some
2- What do you think the customer asked the qualities of good customer service. Then take
turns to present your advice to the others
shopkeeper? as a manager.
3- How did she respond to his question?
4- Do you think this is a good way to answer
a customer?
80
Lesson 5.1 Working in an office
Grammar: Can for permission
I. LISTEN to a conversation between a a. That sounds like a good idea, …
customer service agent and her manager. b. Sure.
Answer the questions. c. Of course you can, Hamda.
d. Yes, of course. Good morning Hamda!
1- What does Hamda ask her manager? Why?
2- Does she ask politely? IV. Now put the words in the right order to
make negative replies for the four questions.
II. Read about using can for permission. 1- at / rather / Actually, / the / busy / moment. / I’m
Then complete the questions from the 2- but / a / Sorry, / secret. / it’s
conversation. 3- afraid / possible. / isn’t / No, / that / I’m
4- it / do / prefer / Actually, / myself. / to / I’d
1- _____ _____ _____ in? (I / come)
2- _______________meaboutyourproposition? V. Choose the correct answers to complete
(you / tell) the sentences.
3- _____ _____ _____ our customers gifts as an 1- Can I _____ this chair please?
apology? (we / offer)
4- _____ _____ _____ their gifts as I know a. take b. taking c. to take
them better? (I / choose) 2- Yes, you _____.
Can for permission a. can b. do c. take
We use can to ask for permission to do something, 3- _____ my friend stay with us tonight?
e.g. Can we sit here?
a. cans b. can c. does
Requests for Positive Negative 4- No, he _____.
permission replies replies
a. doesn’t b. doesn’t can c. can’t
- Can I open - Sure. -Actually, 5- Can she _____ the exam next month, and
the window? not next week?
- Can we sit - Go ahead. I’d prefer it
here? a. take b. takes c. to take
- No problem. closed. 6- I’m afraid she _____.
- No worries. -I’m sorry, a. can b. can’t c. takes
7- _____ pass me the newspaper please?
- Yes, sure. but I’m cold.
a. Can you b. Do you can c. Do you to can
- Yes of -Sorry, the 8- _____ leave early?
course you seat’s taken. a. Can I b. Do I can c. I can
9- No, you _____.
a. can’t b. don’t c. don’t leave
can. -I’m sorry, VI. ROLEPLAY Make a similar conversation
but you in pairs with the useful phrases in the
can’t. grammar box. Think about another situation
- Someone when you ask for permission to do something.
else is sitting For example:
here • A trainee his/her boss asks for permission to
do something in the office;
III. Match the positive replies with the • A student asks his/her teacher for permission
questions in Exercise II. in the class.
81
Lesson 5.1 Working in an office
Vocabulary: Materials in an office
III. Which of these things do you use? How
often do you use them?
IV. Match the names of the objects to the
pictures.
a notepad some paper a folder some
labels an envelope some post-it-notes
I. Look at the picture. Answer the questions. 1- ________ 2- ________ 3- ________
1- What are these things?
2- Where can we find them? 4- ________ 5- ________ 6- ________
IV. Match the words from Exercise D to their
I1I-. Ma caatlcchutlahteowr ord to the p2ic-tuarcelsi.pboard functions below.
a. You write down ideas on it: ________
3- some drawing pins 4- some glue b. You put a letter inside it: ________
c. You use them to show what is inside your
5- some highlighters 6- a hole punch box: ________
d. You stick them on your desk if you need to
7- some paperclips 8- some rubber remember something: ________
e. You print a document on it: ________
9- a rubber stamp bands f. You use it to store documents: ________
11- a stapler 10- some Sellotape
12- some Tipp-ex
a- ________ b- ________ c- ________
V. Complete the sentences with the correct
e- ________ words.
d- ________ h- ________ f- ________ a) filing cabinet b) coffee machine c) plant
g- ________ k- ________
j- ________ d) shelves e) water cooler f) awards
i- ________ 1- Doyouwantacolddrink?I’mgoingtothe_____.
l- ________ 2- I can’t close the top drawer of the _____.
There are too many documents in there.
3- You can put your books and files on these
_____ here.
4- iOur company does a lot of good work. We
have won many_____.
5- It’s great that we have a_____. I can
have a hot drink in the office now.
6- If we get a _____ for the office, we have
to remember to give it water.
82
Lesson 5.1 Working in an office
Writing and Speaking: two emails first one a
complaint customer email and the reply
III. Work in pairs. Think of at least two or
three possible solutions to this problem.
IV. Choose one of these situations and write
an email of complaint.
• You own a small shoe shop.You ordered 3 cartons
of women’s high-heeled shoes but in one of these
cartons all the heels from the shoes are broken.
I. SPEAK Look at the picture and read the • You own a supermarket. You ordered a large
sentence below it. Then answer the questions. quantity of yogurts but they arrived after the
1- Why are the two men shouting at the woman? expiration date.
2- What are they angry about?
3- Why is she staying calm? V. Read the second email. Answer the questions.
1- Whatisthesolutionthatthemanagerproposed?
II. Read an email from a customer who is 2- Do you think it was a good idea?Why?
complaining. Answer the questions. 3- What kind of solution do you think the manager
will propose to her?
To: [email protected]
Dear General Manager, To : [email protected]
I wish to complain about a delay of my container Dear Safia,
of liquid soap that I purchased online from France. I am very sorry you had to spend time figuring this
I am complaining because you did not inform me out. I totally understand your point and this must
about the delay of the vessel which my container be frustrating for you.
was loaded on. To resolve this problem I was I have already passed your complaint to our
obliged offer to my customer a discount on the operations team. I assure you that I will get back to
liquid soap and I am losing a lot because of this you within two or three hours to have some time
delay. to clarify all this.
When I first called to check about the arrival date, Sincerely
I contacted one of the customer service agents at Omar Abdo Ali
your company, and was told that nothing could
be done about my problem. I believe that this VI. USEFUL PHRASES Underline phrases in
response is unfair because you are responsible for the second email where the writer does the
informing me of any changes to the arrival date. following.
I would like a written statement explaining your 1- Apologise
company›s position and what you will do about 2- Acknowledge the problem
my complaint. 3- Say what action he has taken
I look forward to hearing from you as soon as 4- Promise to contact her
possible to resolve this problem. I am enclosing
copies of my receipt. I may be contacted at the VII. WRITE Work in pairs. Take one solution
above address and phone number. that you found in Exercise III and write
Sincerely, a reply email to this customer to propose
Safia Doubad Haji your solution. Use the useful phrases from
Exercise VI.
83
Unit 5 Lesson 2: Ordering goods
Speaking: Placing an order
I. SPEAKING Look at the picture, discuss the 5- May I get a price _____ before I place
questions.
1- What is the agent doing? the order?
2- Where does he work? 6- I’ll have it for you _____the end of the day.
3- Is he busy? 7- What does the estimate _____?
4- Why is he smiling? 8- Delivery dates depend _____ your location, …
5- Does he like what he is doing? 9- … but we usually deliver _____ 2 or 3
working days.
10- Do you _____ door-to-door?
IV. WRITING Work in pairs, write a
conversation about placing an order. Use
phrases from Exercise III. Choose one of
these two situations.
• Ordering more printers for the office
• Ordering office equipment for a new
employe
V. ROLEPLAY Act out your conversation from
ExerciseIV.
II. LISTENING Listen to a conversation
between an agent and a supplier. Answer
these questions.
1- What is the agent ordering?
2- How many did he order?
3- When will the goods arrive?
4- When is the sales assistant going to contact
him? Why?
III. USEFUL PHRASES Listen again and
complete the sentences with words from the
box.
a) by b) estimate c) include d) may
e) on f)order g)out h) ship g) stock
h) within
1- Hello, this is Salem from MarillTransit. _____ I
speak to Ms Hemeda?
2- Hemeda, I would like to place an _____for
office materials.
3- We keep a large supply in _____.
4- We are _____ of stock.
84
Lesson 5.2 Ordering goods
Listening: Negotiation skills
I. SPEAK Look at the picture and read the V. LISTENING Listen again. Tick () the
definition. Discuss the questions in groups.
things you should do in a negotiation.
1- What is a negotiation?
2- What does it mean if you ‘reach a 1- Observe the other side’s behaviour
compromise’? 2- Interrupt your counterpart
3- Who are the ‘parties’ in a negotiation? 3- Find a compromise for all parties
4- When do people use negotiation skills in 4- Express your anger, excitement,
business?
5- Do people use those skills in other situations disappointment, happiness or confusion
(e.g. at school, with friends and families, etc.)? 5- Speak clearly and slowly, with plenty of
6- Do you need to prepare yourself for a
negotiation? How? repetition
6- Get your point across
negotiation skills (n): the qualities that allow 7- Make enemies
8- Try to‘win’a negotiation even if you destroy
two or more parties to reach a compromise
your relationship
9- Identify the problem and to find creative
ways to solve it
10- Use verbal and non-verbal skills to change
their mind
VI. VOCABULARY Find words and phrases
in Exercise V that mean the following.
1- People who don’t like each other: e_____
2- To make somebody think in a different way:
to c_____ somebody’s m_____
II. LISTENING Listen to the beginning of a 3- A balance between what different people
presentation by an expert negotiator. How want: a c_____
many examples of negotiations does she 4- To say what you want to say: to g_____ your
mention? p_____ a_____
5- Using words and not using words: v_____
III. PREDICT Discuss in groups. Look at and n_____
these negotiation skills. What do you think 6- To stop somebody else from speaking: to
the presenter will say about them? i_____
a. analytical skills 7- An emotion when you don’t get what you
b. be patient and respect the other side want: d_____
c. be professional and control your emotions 8- The way somebody acts: b_____
d. communication skills 9- The other person in a negotiation: your
e. listening skills c_____
f. persuasive skills
G. problem-solving skills VII. SPEAKING Work in groups. Think of
IV. LISTENING Listen to the next part of the situations where you might need the different
presentation. Put the skills from Exercise 3 negotiation skills. Make a list of situations
in the order that she mentions them. that you need to negotiate.
85
Lesson 5.2 Ordering goods
Vocabulary: Business and money
I. Match the beginnings and endings. 6- I spend most of my time at work in meetings
/ notes / occupations with my colleagues.
1. If you earn a. you give it to somebody 7- If you buy three items, you can buy another
money when you buy something. one at appointment / half-price / offer.
8- Good morning. I have an appointment
2. If you b. you keep it (e.g. in a / occupation / offer to meet the HR manager
spend money bank). at 10:00 today.
3. If you save c. you use too much. IV. PRACTICE Work in groups. Write five
money sentences about business or negotiations.
Try to use as many words from this page as
4. If you d. you get it because you possible in your sentences.
waste money work.
V. SPEAKING discuss in group. Which
II. Complete the sentences with words from pictures do you think are about business
the box. meetings? Why?
boss businessman businesswoman
colleague contact customer staff
1- A _____or a _____is a person who works in
business, often a manager.
2- A company’s _____ are all the people who
work for that company.
3- A _____is a person who buy’s your products.
4- Your_____ is a person who works with you
and is at the same level.
5- Your _____ is the person who tells you what
to do at work.
6- A _____ is a person you know, often
somebody who can help you in your work.
III. Choose the correct words to complete the
sentences.
1- What is your appointment / occupation /
meeting?’‘I’m a logistics agent.’
2- Because you’re a regular customer, we can
give you a 10% discount / job / meeting.
3- 15% is my final half-price / note / offer. I
can’t pay any more than that.
4- During a negotiation, it’s important to take
jobs / notes / offers so you remember who
said what.
5- Can you help me with a few small
discounts / half-prices / jobs this morning?
86
Lesson 5.2 Ordering goods
Grammar: Imperatives and let’s
I. READING Read the text and answer the Positive: infinitive: Come here. Be careful.
questions. Negative: don’t + infinitive: Don’t worry.
1- What is a “win-win” situation? Don’t be late. We use let’s + (not) + infinitive
2- How can you prepare yourself before a to make suggestions about ‘we’:
negotiation? Positive: Let’s start. (= I think we should
3- What should you do if the negotiation is start.)
going nowhere? Negative: Let’s not argue about this. (= I
think we shouldn’t argue.)
Negotiation techniques You can make imperatives stronger (in
Let’s imagine you’re in a negotiation writing) by adding an exclamation mark (!):
situation, trying to get the best possible Be careful! Let’s go! You can make them
deal from your suppliers. The ideal outcome more polite by adding ‘please’:
is when you give the other party what they Please sit down. Please don’t worry.
want, and they can also give you what
you want. But don’t worry if it doesn’t III. PRACTICE Match the reasons for using
work out like that. One person usually imperatives with the examples.
has to compromise and will probably try
to negotiate something in return. The 1. Giving advice / making a. Leave this luggage
important thing is that both parties feel suggestions at the gate.
happy with the final result: a “win-win” 2. Giving instructions b. Please join me for
situation. 3. Giving a strong order or dinner tonight.
Be prepared! Think about your goals (as command
well as those of the opposing party) to 4. Offering an invitation c. Put it down now!
make sure you are clear about what you
want. What can you trade with the other 5. Making a request d. Turn right at the
party? Do you have any alternatives that are traffic lights.
acceptable to you? If you can also work out 6. Giving directions e. Consider vegetables
possible solutions, then it is easier to find an over meat.
acceptable outcome. Finally, be clear about f. Please try a little
your “bottom line”: the point at which you harder next time.
can offer no more.
If the negotiation is going nowhere, don’t be IV. Rewrite these sentences using imperatives
afraid to walk away. Sometimes, you simply or let’s.
need to say to your counterpart, “Let’s not 1- You mustn’t be late for the meeting.
waste any more time on this.” 2- We should go outside.
II. Read about imperatives and let’s. How 3- You have to follow the instructions.
many examples of each structure are in the 4- I don’t think we should wait any longer.
text about negotiations? 5- Please can you wait outside?
1- positive imperatives 6- You always have to wear your uniform at
2- negative imperatives school.
3- let’s + infinitive V. SPEAKING Discuss in groups.
4- let’s not + infinitive 1- Think of five pieces of advice for negotiators.
Imperatives and let’s Use positive or negative imperatives.
We use imperatives to ask/tell somebody to 2- Think of five useful phrases for negotiators.
do something:
Use Let’s (not).
87
Lesson 5.2 Ordering goods
Speaking and writing: A negotiation
I. PRECTIC Look at the picture. Discuss the IV. ROLEPLAY Work in pairs to roleplay a
following questions in groups. similar negotiation. Use the useful expressions
1- What are these two men doing? in Exercises II and IV.
2- What are they talking about?
3- Are they friends? V. READING Read Lyna’s email to Mr Ahmed.
4- What are their relations? Answer the questions.
1- Why is she writing?
2- What does she want Mr Ahmed to do?
From: Lyna
To: Ahmed
Subject: Quotation
Dear Ahmed
It was great to meet you this morning. I’m
II. LISTENING Listen to the conversation. just writing to confirm what we agreed in
Answer the questions. our meeting:
1- What type of conversation is this?
2- Is it a face to face conversation or phone call? 1. We will offer a 7% discount on your
3- What does Mr Ahmed suggest to Lyna? order, which includes around 100 tables,
4- What does Mr Ahmed want to order?Why? 200 chairs and several other items (to be
5- When does he want the goods to be confirmed asap).
delivered? Why?
6- How much discount does Lyna offer? 2. We will do our very best to deliver the
7- How did Mr Ahmed negotiate this discount? goods by the end of the month. However,
8- Did they close the deal? I must ask you to place your order today
or tomorrow to give us time to arrange
III. USEFUL PHRASES Choose the correct everything.
word to complete these phrases from the
negotiation. Then listen again to check. 3. We will continue to offer a fixed rate
1- Let’s not waste each other’s money / time. discount of 7% on all future orders, after
2- What I have in mind is, I believe, a win-lose / we have signed a long-term contract. So I’ll
a win-win situation for both of us. look forward to receiving your order, and
3- We are interested about / in purchasing starting our long-term relationship.
a large amount of goods from your company.
4- Woulditbeavailable /possible fortheorderto Best wishes
be shipped at a later date? Lyna
5- How much of a discount / an amount would
you be willing to offer? VI. WRITING Write a similar email to confirm
6- I’m afraid that might not be enough to close what you agreed in your negotiation in Exercise
/ open the deal. V.
7- We’ll do our very best to deliver / order the
goods on time.
88
Unit 5 Lesson 3: Arranging deliveries
Speaking: Submitting a cargo shipping request
I. SPEAKING Discuss in pairs. What do you IV. VOCABULARY Complete the explanations
need to know first about a new customer? with words from the box.
Make a list of the information you could
collect. form forward previous request
submit
II. LISTENING Listen to a telephone
conversation. Complete the agent’s notes. 1- A _____is a formal way of asking for
something.
2- If you _____ a request, you give it to
somebody so they can make a decision.
3- A _____ request is one you made before
now.
4- If you _____something to somebody, you
send it to them.
5- A _____ is a document with spaces for
people to write information.
V. ROLEPLAY Work in pairs. Roleplay a
similar conversation.
Student A: You are a client. Phone a
shipping company to ask about submitting a
shipping request.
III. USEFUL PHRASES Listen again. Match the Student B: You are an office agent. Collect
beginnings of the questions to the endings. personal information from the client.
1- Do you have a a. name of your
previous company, please?
2- Could you let b. filling out all the
3- Could you
4- Can you repeat blank spaces?
c. shipping request
the
5- Next, what is your from our company?
6- Finally, what is d. phone number?
7- Would you mind e. your email
address, please?
f. me have some
information?
g. spell your name,
please?
89
Unit 5 Lesson 3: Arranging deliveries
Speaking and writing: A negotiation
I. LISTENING Scheduling a delivery IV. WRITING Match the beginnings and endings.
1- What three pieces of information does a sales
assistant need when scheduling a delivery to a 1- When you a. you check it again
customer? schedule a delivery, tobe100% sure.
2- What should the sales assistant do after 2- The delivery b. they are free to do
speaking to a customer about arranging a location something.
delivery? 3- If you assume c. is easy for
something is true, everybody and
II. WRITING Listen to a presentation about 4- If you double- doesn’t cause any
how to schedule a delivery. Check your answers check something, problems.
to Exercise I. 5- If you drop d. you plan where
something off, and when to deliver.
III. LISTEN again. Correct the mistake in 6- If somebody is e. is an email or
each sentence. available, letter that formally
1- The delivery location is the address where 7- If you confirm agrees something.
you should collect the customer goods. some information, f. is the place where
2- You should ask for repetition and then read 8- A convenient time the goods are going.
the address back to the customer quickly. 9- Written g. is the reason that
3- The delivery address is always the same as confirmation the company exists,
the customer’s business address. 10- A company’s and what it wants to
4-The perfect date is one that you plan with mission do.
your colleague. h. you think it’s true,
5- If they say, ‘as soon as possible’, you don’t but you aren’t sure.
need to schedule a date. i. you deliver it
6- When you’re sure that the delivery team somewhere.
is available, call them back to confirm the j. Iyou formally agree
location. that it is correct.
7- Being late is very important in the delivery
process. V. ROLEPLAY Workinpairs.Usethevocabulary
8- The delivery calendar is simple software to in Exercise 4 to schedule a delivery.
manage visitors.
9- The company’s mission is to deliver goods
in the right vehicle on the right day, at the
right time.
90
Unit 5 Lesson 3: Arranging deliveries
vocabulary: Numbers and times
I. Look at this picture and answer to the 4-We’re expecting between / over / per 200
and 300 people – probably about 250.
questions. 5- We waited here in / over / till 7pm, but
there was still no sign of the delivery, so we
1- What is the picture about? went home.
2- Where can you find it? 6- Can you deliver in for / minus / under a
3- What is missing in this picture for arranging a month? We really need the goods in about 25
days.
delivery? 7- Hello. I have an appointment by / for / plus
10 o’clock.
8- Do you accept deliveries between / during /
per the weekend?
9- It will take us just over / plus / minus a
week to produce the goods – probably about
8 days.
10-We need the goods by / in / till Wednesday
morning at the latest, but Tuesday would be
better.
11- The price is 4$ between / minus / under
your 10% discount, so you need to pay just
3.60$.
IV SPEAKING Discuss in group. What
are these pictures? Why we need them for
scheduling a delivery?
II. Write these numbers and times as words.
1 2 ½ 3 1/3
5 6 ¾ 7 1st
9 10 4th 11 12:00
13 14 1,000,000 4 8
0 2/3 2nd 24:00 12
1/4 3rd 1,000
III. Write these numbers and times as words.
1- The price is 4$ plus / till / under 10% tax, so V. WRITING Write a short conversation
between a sales assistant and a customer (e.g. a
$ 4.40 in total. negotiation, scheduling a delivery). Try to use
2- We have sixteen employees, and we need all the prepositions from Exercise II in your
one chair during / for / per employee, so 16 conversation.
in total.
3-Your goods will be ready for delivery by /
during / in five working days.
91
Unit 5 Lesson 3: Arranging deliveries
A2 Grammar: May and might
I. LISTENING Listen to a conversation about a It might be difficult * Might it be difficult?
delivery. Answer the questions. (Not: Does it might …?)
1- What is the order number?
2- When is the delivery scheduled? We make negatives by adding ‘not’ after the
3- What is the problem? modal verb:
4- What is the customer service assistant You might not know this. (Not: You don’t
going to do? might …)
II. Read about may and might. Then complete Use:
the extracts from the conversation with may, We can use may in questions with I/we,
might, may not or mightn’t. Sometimes two especially in very formal English, to make
answers are possible. requests and offers.
1- How ________ I help you? Request: May I speak with the manager,
2- ________I speak with somebody about please?
changing a delivery date, please?
3- ________ I have your order number, please? Offer: How may I help you?
4- I ________ get to the office in time to receive We can use may or might to say that
the delivery. something is possible but not %100 sure.
5- I ________ be able to contact the driver to tell There’s no important difference between
him to come later. may and might with this use, but might is
6- But it ________ be difficult if the driver is more common.
already at your office.
7- He has a lot of deliveries, so he ________ have We’ll be late. (= I’m %100 sure).
to come back tomorrow.
8- It ________ be a problem. We may / might be late. (= It’s possible)
9- He ________ even be stuck in the same traffic
jam as you! III. PRACTICE Correct the mistakes in the
sentences.
May and might 1- Do I may have a drink?
Form: 2- It’s cloudy today. It might raining later.
3- The driver doesn’t may be able to help you.
May and might are modal verbs, like can and 4- How do we may help you?
must. That means: 5- Students may borrowed four books at a
There’s no ‘s’ with he/she/it: time.
He may be late. (Not: He mays …)They are 6- The examiner says she may leaves when she
always followed by an infinitive without to: finishes.
You may remember my last visit. (Not: You IV. SPEAKING Discuss the questions in groups.
may to remember …) 1- What might you do later today? Next
We make questions by moving the verbe weekend? Next year?
before the subject: 2- Where might you be ten years from now?
3- What might change in the world in the next
few years?
92
Unit 5 Lesson 3: Arranging deliveries
Speaking and writing: Planning a delivery with a customer
I. PREDICT Look at the picture. Answer the 7- Your ________ is important for us.
8- I’ll send you a short email to ________ in a
questions in groups. moment.
1- What is the man holding? 9- I’ll look ________ to receiving my goods.
2- What is the woman doing?
3- Where is this happening? IV. ROLEPLAY Work in pairs. Roleplay
a similar telephone conversation about
arranging a delivery. Use some phrases from
Exercise IV. Follow the steps in the picture.
V. LISTEN again. Complete Ms. Sagal’s email
with the missing information.
II. LISTENING Listen to the conversation and From: Ms. Sagal
answer the questions. To: Mr. Saleh
1- Why did Ms. Sagal call the Mr. Saleh? Topic: Delivery confirmation
2- What information does she ask for?
III. USEFUL PHRASES Complete the phrases Dear Mr. Saleh,
from the conversation with words from the box.
appropriate assistance confirm forward As discussed today on the phone, I can confirm
inform note priority satisfaction that we will deliver your goods (1) ________
sooner morning, at (2)________ o’clock. The delivery
address is in the industrial zone section, street
1- I’m calling to ________ you that your goods (3) ________, next to Algamil (4)________.
arrived in the country today. As always, it is a pleasure doing business with
2- The ________ the better, really. you, and we look forward to your next order.
3- OK, I have made a ________ of that. Best regards
4- Which day is ________ for you? Ms. Sagal
5- Our ________ is to deliver the goods at a
suitable time for you. VI. LISTEN again. Complete Ms. Sagal’s email
6- Thank you so much, Ms. Sagal, for your kind with the missing information.
________.
93
1. What do you think is delivery?
2. What do you see in the pictures? How are all the pictures connected with deliveries?
3. What does the quote mean? Why is delivery the heart of logistics?
Lesson 6.1 DELIVERY Lesson 6.2 DELIVERY Lesson 6.3 HANDING
PROCESS NOTE OVER THE GOODS
SPEAKING: Preparing SPEAKING: Talking to a driver SPEAKING: Delivery
Delivery about delivery documents driver conversations
LISTENING: Damage Pallet READING: The purpose of a LISTENING: Delivery
In A Warehouse delivery note confirmation
READING: Inbound And GRAMMAR: IPresent Perfect READING: The Email
Outbound Logistic for experience A2 GRAMMAR: Present
A2 GRAMMAR: present A2 VOCABULARY: perfect, for, since, just
perfect with already Negotiation team and their and still
A2 VOCABULARY: qualities A2 VOCABULARY:
Regular Verbs WRITING & SPEAKING: Verbs + noun collocation
WRITING & SPEAKING: Correcting mistakes WRITING &
Rules for the delivery SPEAKING: A delivery
process failure
Unit 6.1 The Delivery Process
Lesson 1.1 Speaking: Preparing Delivery
I. PREDICT Look at the pictures. Answer the II. LISTEN to a conversation between workers
questions. while preparing a delivery. Answer the questions.
1- Who are the people in the first picture?
Customers or warehouse agents? 1- How many people are speaking in the
2- Where are they? In a warehouse or an conversation?
office? 2- What are they doing?
3- What are they doing? Working on a 3- Do they all have the same job? How do
delivery or watching movies? you know?
4- Who is the boss? How do you know? 4- How many pallets are they loading onto
5- How many pallets can you see in the the truck?
second picture? 5- How will they keep the cargo safe?
6- What is the purpose of the white straps?
7- What is the purpose of the large brown III. Complete the useful phrases with words
piece of dunnage between the pallets? from the box. Then listen again to check.
better care help inform mean
name wait work
1- need your ________ to load some pallets
onto that truck.
2- Can it ________ little bit?
3- Now would be ________.
4- OK, I’ll take ________ of them.
5- I’ll let you get on with your ________, then.
6- Please ________ him to use enough straps
and remind him to use lots of wooden
dunnage to secure the load.
7- But what do you ________ by dunnage?
8- Dunnage is the ________ for different
types of packing materials …
IV. ROLEPLAY Work in group of three. Write
a conversation about preparing a delivery.
Choose one of these two situations.
1- prepare a delivery of 50 pallets of food
supplies.
2- prepare 10 computers for delivery.
95
Lesson 6.1 The Delivery Process
Listening: Damage Pallet In A Warehouse 1.2
I. Look at the picture. Work in pairs. Discuss
the questions.
1- If you see a broken or overloaded pallet IV. ROLEPLAY Work in groups. Choose one
while operating forklift, what should you do? of the roles below. Roleplay a conversation in
2- Should you load a broken pallet onto a truck? the warehouse like the ones in this lesson.
II. LISTEN to a short conversation about a Student A: Your name is Hibo and you are the
broken pallet full of goods. Check your answers warehouse agent.
to exercise I. Student B: Your name is Houssein and you
are the forklift operator.
III. LISTEN again and answer the questions. Student C: Your name is Mariam and you are
1- What is the conversation about? the truck driver.
2- Who refused to load the pallets?
3- What was the decision of the warehouse V. ROLEPLAY Repeat the role-play with your
agent? own ideas.
96
Lesson 6.1 The Delivery Process
Reading: Inbound And Outbound Logistics 1.3
I. Look at diagram above. Discuss the questions. 4. Customer d. The outbound
5. Transportation logistics team check
1- What is the diagram about? 6. Customer Order whether the goods
2- How many stages does the process have? are available and
3- What is the truck doing? plans when and
how to send them.
II. Match the six stages in the box to the e. People or robots
explanations in the supplier’s
warehouse pick the
STAGES EXPLANATION goods, pack them,
and send them out.
a. The sales f. A transport
department checks company moves
that the order is the goods to the
1. Customer delivery OK and tells the customer.
outbound logistics
team to prepare the
order.
2. Processing b. The delivery II. Readthetextbelowandanswerthe questions.
driver hands the
goods to the 1- What is the text about?
customer. 2- What is the difference between
inbound and outbound activities?
c. customer places 3- In which activity does the customer get
an order with the his/her goods?
supplier’s sales 4- When does the outbound process start?
3. Transmission department by
phone, email, or the
supplier’s website.
97
IV. Complete the definitions with words from
the box and skip the left word.
destination frequent inventory output
place plant retail tracking
1- The ________ is the place where something
needs to go.
2- ________ orders happen very often.
3- ________ is a way of checking the progress
of your deliveries.
4- When you ________ an order, you order
some goods.
5- Your ________ is all the things you have in
your shop or warehouse.
6- A ________ is another name for a factory.
V. Write about a delivery process. Choose from
the words below to make 10–5 sentences.
transport load unload warehouse
customer store truck forklift credit
card building boxes driver
operator warehouse agent
98
Lesson 6.1 The Delivery Process
Vocabulary: Regular Verbs 1.4
I. Match the beginnings and endings. 1- You must always finish / inform / report all
accidents to your supervisor.
2- Before you send the packages, don’t forget
to attach / call / happen the address labels.
3- I started loading the pallets, but I didn’t
have time to arrive / finish / print.
4- Accidents always happen / report / visit
when
you’re trying to work too fast.
5- You should always attach / finish / inform
the client if the delivery is going to be late.
1- If you weigh a. you write your II. All the verbs in bold on this page are regular.
something, name on it in your That means you make the past simple and past
2- If a company own special way. participle by adding ed. Write the past form of
fires an employee, b. you change the the verbs in the table.
3- If you fix date or the place.
something, c. you put paper or arrive attach call
4- If you sign a plastic all over it. 1- 2- 3-
document, d. he/she loses his/ damage finish fire
5- If you follow the her job. 4- 5- 6-
rules, e. you break them fix follow happen
a little, so they’re 7- 8- 9-
6- If you wrap not perfect any inform print rearrange
something, more. 10- 11- 12-
7- If you remind f. you check how remind report sign
somebody to do heavy it is. 13- 14- 15-
something, g. you do what you visit weigh wrap
have to do. 16- 17- 18-
8- If you rearrange h. you make sure III. SPEAK Work in pairs. Use the verbs from
a delivery, they don’t forget. this page to make sentences about what you did
last week. Your partner will guess if the sentences
are true or false.
9- If you damage i. you repair it “I fired my assistant.” “False!”
some goods, because it is broken.
II. Choose the correct verbs to complete the
sentences.
99
Lesson 6.1 The Delivery Process
Grammar : Present Perfect with already, yet and alway 1.5
I. LISTEN to a conversation between co- I have always taken the safe route. (= I
worker operators talking about a warehouse started taking that route a long time ago,
issue while loading or rearranging pallets and I still take it now.)
around the yard. Are the statements true (T) or
false (F)? III. Put the words in the right order to make
sentences and questions.
1- Djama wrote the report about the broken
pallets. 1- agent / The warehouse / yet. / hasn’t / the
2- Houssein damaged the pallet. report / checked
3- Houssein is going to meet the supervisor soon. 2- unloaded / the forklift / Has / truck driver /
4- Djama finished his work earlier. yet? / the pallets
3- delivered / has / The driver / the goods. /
II. Read about the present perfect. Then already
complete the extracts from the dialogue with 4- always / safety / followed / have / We / rules.
always, yet, and already. Listen again to check. / the
The present perfect shows a connection 5- him / hasn’t / fired / yet. / The company
between events in the past and now. 6- a delivery / be / always / wanted / to / driver.
We make the present perfect with have / / I’ve
has + past participle (e.g. broken, written). 7- the logistics / you / office / visited / yet? /
We use already with the present perfect in Have
positive sentences to show that something
happened earlier than expected, and now IV. Look at the to-do list. Make questions and
we don’t need to do it: answers with already and yet, as in the example.
• We have already finished loading the
pallets. (= We finished earlier, so we don’t 1- print delivery documents
need to do it now.) 2- wrap the products
We use yet with the present perfect in 3- weigh the packages
negative sentences to show that something 4- attach labels to the packages
didn’t happen earlier, and we still need to 5- load the packages onto pallets
do it: 6- call the delivery driver
• We haven’t finished loading the pallets
yet. (= We still need to finish it now.)
We use yet with the present perfect in
questions to ask whether we still need to do
something now:
• Have you finished loading the pallets yet?
(= Or do you still need to finish now?)
We use always with the present perfect to
show that something started happening a
long time ago and still happens now:
100
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