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STUDENT’S BOOK

Burlington Professional Modules

BUSINESS
ADMINISTRATION
& FINANCE

David Walker Includes:
Juan Manuel Rubio Santana • Writing Guide
• Vocabulary Builder
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Burlington
Books
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Burlington Professional Modules: B USINESS ADMINISTRATION &
FINANCE Student’s Book

by David Walker and Juan Manuel Rubio Santana

Burlington Books
P.O. Box 54411
3721 Limassol
Cyprus
Burlington Books is an imprint of Danos Books Ltd.
The publisher gratefully acknowledges the following for providing photographs:
© Shutterstock Inc.: cover, pages 4–83 (except page 11 highlighters)

Acknowledgements:
With special thanks to Laura Arrondo Catalán, CPIFP Corona de Aragón, Zaragoza; Juan-Tomás Linares Hernández, CIFP Santa Catalina,
Aranda de Duero (Burgos); Rosa Borrell Feliu, Institut Guindàvols, Lleida; Jose Antonio Lago Martínez-Tudela, IES Vallecas-Magerit, Madrid;
Alicia Miñano Molina, IES Alcúdia, Illes Balears
All rights reserved by the publisher. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any
means – electronic, mechanical, photocopying or otherwise – without permission in writing from the publisher.

ISBN 978-9963-51-055-9
Copyright © 2013 Burlington Books
10 09 08 07 06 05 04 03 02 01
22 21 20 19 18 17 16 15 14 13

Contents

1 Page Page

Office Orientation 4 11 44
Finding Your Way 6 46
Time Clock Regulations
2 8 Security in the Workplace 48
10 50
Office Routines 12
Purchasing Office Equipment 12 52
14 Customer Service 54
3 Handling Complaints
16 56
Using Voicemail 18 13 58
Using the Intranet
20 Market Research 60
4 22 Marketing Strategies 62

Handling Mail 24 14 64
Using a Courier Service 26 66
Cash Flow
5 28 Accounting 68
30 70
Shipping 15
Import and Export 32 72
34 Banking 74
6 Insurance
36 76
Receiving Calls 38 16 78
Following Up on Messages
40 Global E-commerce 80
7 42 Dealing with Suppliers 82

Scheduling Meetings 17 84
Booking Off-site Events 101
Training 113
8 Teamwork

Planning Meetings 18
Taking Minutes
Leadership Skills
9 Strategy Planning

Organising Exhibitions 19
Attending Business Events
Applying for a Job
10 Interviewing

Making Travel Arrangements 20
Booking Hotels and Restaurants
Preparing a CV
Writing a CV

Pairwork Appendix

Writing Guide

Vocabulary Builder

1
Office Orientation

Getting Started: Vocabulary (page 113)

1 R ead the e-mail. Then complete the diagram below.

Dear Ms Morgan,

Welcome to Top-Sport. I’d like to describe the structure of the company to you. Mr Bruce Larson
is the CEO. The company has got four departments: Marketing, Finance, Operations and Human
Resources. Each department is headed by a director who is in charge of the staff under him or
her. Mrs Lucy Grant is our Marketing Director. She has got four marketing managers who are in
charge of the sales teams. The Financial Director is Mr Edward Brown. He heads a team of
financial supervisors. Each supervisor has got an accounts assistant. Mr Gerald Trent is our
Operations Director. The Operations Department has got a number of production teams headed
by team leaders. They plan and develop our various products. Our Human Resources Director is
Ms Sally Burnes. Under her is the Personnel Manager, who has got a group of assistants.

Attached is a diagram of the company organisation. I hope it will make things clear.

Good luck in your new job!

Eve Clark Chief Executive Officer (CEO):
Senior Administrative Assistant,
Human Resources 1.

Marketing Director: 2. Operations Director: 3.

4. Edward Brown 5. Sally Burnes

6. 7. Production Team 8.
Leaders
Sales Teams (Reps) Accounts Assistants Human Resources
Production Team Assistants
Members

2 TAhdemSineinstiorartAivdemAisnsisistrtaatnivt e(BA).sLsiissttaennt t(oA)thate Tdoipa-lSogpuoert is speaking to a new Junior
and fill in the missing words.

A: This is your 1. , Lisa. I hope you’ve got everything you need.

B: Thanks.

A: Let me describe where everyone in the office sits. As you can see,
Human Resources is here on the 2. floor.

B: And I’ll be working in the HR Department, right?

A: Yes, your job will be to assist the Personnel Manager and her staff.

B: I see.

A: Marketing is also on this floor. The Operations Department is on the second floor.
It’s a 3. department, so they’ve got their own floor.

The Financial Department is on the 4. floor.

B: W here do the senior management sit?

A: They’re also on the third floor. Bruce Larson, the CEO, is in room 301.
Julie Black, his personal assistant, is in room 5. .

B: OK. I hope I remember all this.

A: Don’t worry. There’s a map of our facilities in your handbook. Now let .
me explain to you how to use the photocopier and the 6.

4

3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.

4 Read the dialogue in Exercise 2 again and complete the sentences.

1. Lisa is going to work in the .

2. T he Human Resources Department and

are both on the .

3. The whole second floor is for the .

4. The senior management, including the ,

work on the .

5. The CEO’s sits in room 302.

Working with Vocabulary

5 Listen and repeat the positions in colour in A. Then match A to B to form sentences.

A B

1. The Financial Director … a. is the head of the company.

2. The Marketing Director … b. plans how to sell a product.

3. The Chief Executive Officer (CEO) … c. manages the company’s money.

4. The Operations Director … d. travels to different places to sell products.

5. A Senior Administrative Assistant … e. finds new employees.

6. The Human Resources (HR) Director … f. manages the production of goods.

7. A Sales Representative (Rep) … g. are all the workers of a certain company.

8. The Head of IT … h. does office work.

9. The staff … i. looks after the company’s computers.

6 Listen and repeat. Then use the positions to complete the answers to the questions.

Personnel Manager w Production Team Leader w Senior Management
Financial Supervisor w Personal Assistant (PA) w Accounts Assistant w Junior Administrative Assistant

1. You would like to meet the CEO. Who will you talk to? Her

2. You are an employee and you would like to go on holiday. Who will you go to?
The

3. You need someone to photocopy documents. Who will do it? A

4. The company has come up with an idea for a new product. Who will be in Tip!
charge of developing it? A

5. You need someone to manage the company’s money records. Who will do it? Chief Executive
The Officer (CEO) =
Managing Director
6. You need someone to check money records

and payments. Who will you hire? Your Turn
An

7. You would like to do business with Listen to the Marketing Director introducing
the company. Who will you meet with? a new Marketing Manager to the staff in the
The department. Match the people below to their
responsibilities.
7 Listen and repeat the actions in colour.
1. Jen Baker 4. Clare Jackson
Then circle the correct answers.

1. sell: a. a job b. a product 2. Ed Harris 5. The sales team

2. hire: a. new plans b. new employees 3. Mark Hall

3. explain how a. meets customers out of the office.
to use: a. a machine b. a department b. is in charge of market research.
c. is in charge of customer relations.
4. describe: a. a name b. a problem d. assists Mrs Smith, the Marketing Director.
e. is in charge of producing promotional
5. develop: a. a product b. an e-mail
material.
6. b e in
charge of: a. a department b. a day

7. assist: a. a manager b. an office

5

Finding Your Way 2 Two visitors (A and D) at a company are assisted

Getting Started: Vocabulary (page 113) by employees (B and C). Listen to the dialogues
and circle the correct answers.
1 R ead the two e-mails. Then complete the 1. A: E xcuse me. I’ve got an appointment

floor plan below with as many room numbers with Mr Chandler at Cosmic Electronix.
as you can. B: He’s in room 1. 411 / 1411 at the end of

Dear Mr Rogers, the corridor. When you get out of the lift
Your interview next week is with the Marketing on the 2. fourth / fourteenth floor, turn right
Director. His office is on the second floor, Room and then left.
207. It’s the last room on the right.
When you come out of the lift, you will be in A: And where’s the lift?
front of Room 202. Turn right. Then, turn left B: It’s over there, opposite the stairs.
and walk down the corridor past the Conference A: One more 3. thing / question. How do I
Room.
I sit in room 206 which is opposite Room 207. get to the toilets?
Please come to see me first. There are some B: There are toilets here in the lobby, next to
forms you have to fill in before the interview.
I look forward to meeting you. the lift.
Sincerely,
Kelly Sanders A: Thanks for your help!
Marketing Department B: You’re welcome.

Dear Ms Gleason, 2. C: G ood morning, Mrs Landy. Welcome to
Your interview next Tuesday is with the Human Cosmic Electronix. I’m Amy Adams, a
Resources Director. Her office is on the second production team 4. member / leader.
floor, Room 203.
When you come out of the lift, turn left. Then, D: N ice to meet you, Amy. Your offices are
turn right. Room 203 is the second room on lovely.
your left.
Sincerely, C: Thank you. Would you like something to
Lisa Jones drink before your meeting with
Human Resources 5. Mr Carlyle / Mrs Carlyle?

Second Floor D: N o, thanks.
C: T hen I’ll show you around our offices
Conference
Room and introduce you to everyone.
D: T hat would be 6. nice / lovely.
Women’s Stairs Lift Men’s C: T he Operations Department is on the
Toilets Toilets
top floor, so we’ll take the lift.

3 P ractise the dialogues in Exercise 2 with a partner.

Pay attention to the expressions in colour.

4 Read the dialogues in Exercise 2 again. Then

write T (true) or F (false) next to the sentences.
Correct the false sentences.
1. Mr Chandler’s office is on the fourth floor,

next to the lift.



2. There are toilets on the ground floor.



3. Mrs Landy likes the offices.



4. Mrs Landy wants a cup of coffee before
the meeting.



5. Amy is taking Mrs Landy to the ground
floor.



6

1

Working with Vocabulary

5 Listen and repeat the words. Then use them to 7 Listen and repeat the words and phrases

complete the sentences. in colour. Then complete the sentences
according to the floor plan below.
reception w ground floor w lobby w top floor
conference room w maintenance w warehouse 1. G o up the stairs to the first floor. The
cafeteria w car park w toilet w kitchen is on your left.
stockroom
2. The is on the first floor,
opposite the lift.
1. We will need the for our

meeting on 27th March at 10.00. 3. When you leave room 603, turn left.
Go past Human Resources and you’ll find
2. You go into a building on the the on your right.
.

3. There is a men’s and a women’s 4. Take the lift to the sixth floor, then turn
on every floor of the
right. Room 602 will be on your right. It’s
building.
between rooms and

4. You can buy sandwiches in the .
.
5. Take the lift to the first floor. Turn right and

5. There’s a lovely view of the city from the go straight. The is at the
of the building. end of the corridor.

6. You can ask for directions to Mr Brent’s Toilets Stockroom 102

office at the desk in the

. 1st Floor

7. You can make yourself a cup of coffee in the Cafeteria Warehouse
.
101 103
8. There are hundreds of products on the Lift Stairs

shelves in the company .

9. There is a under the

building and there’s also one opposite the Toilets Kitchen Finance Human Conference

building. Department Resources Room

10. We have got a department. 6th Floor

They repaired the window in my office last

week. CEO

11. We keep office supplies, such as paper, . 601 602 603
folders and staplers, in the
Lift Stairs

6 Listen and repeat. Then match the words in A Your Turn

to their opposites in B. You have got an incomplete floor plan of the
5th floor. In turns give your partner directions
A B to one of the places on your floor plan.
Continue until you have both completed your
1. u p a. behind floor plan.
Student A: Use the floor plan on page 84.
2. enter b. exit Student B: Use the floor plan on page 93.

3. turn right c. down

4. in front of d. turn left

Tip!

In the UK, you enter a building on the
ground floor and you go up to the first floor.
In the US, you enter a building on the first
floor and go up to the second floor.

Writing Tasks, page 102 Workbook, page 4 7

2
Office Routines

Getting Started: Vocabulary (page 114)

1 Read the advertisement on the Internet.

Then write T (true) or F (false) next to the
sentences on the right.

Job Title: Administrative Assistant

Employer: StarOrb Corporation

Job Responsibilities:

Telephone: answering incoming calls, screening
calls, taking and delivering messages.

Correspondence: distributing incoming mail, sending
e-mails and faxes, updating mailing lists.

Meetings: scheduling meetings, typing agendas for The administrative assistant ... .
meetings, taking minutes, assisting in preparing 1. will talk to clients phoning the company
presentations. 2. will write letters to people on the
mailing list
Full-time work – Monday to Friday, 3. will sometimes be in meetings
9.00 am to 5.00 pm. 4. will work every weekend
5. must have a university degree
Candidates must have experience in: 6. must know how to type
word processing, spreadsheets, data entry and
searching the Internet.

Click here to apply as a candidate.



2 A Manager (A) is talking to her new Administrative Assistant (B). Complete the dialogue

with the words below. Then listen to the dialogue and check your answers.

arrive w taking w office w helpful w drink

A: Kate, I’d like to talk to you about your 1. duties. First of all,

as my assistant, you’re responsible for receiving visitors. Always offer them a
2. .

B: Should I keep a log of the visitors?

A: Yes, here’s the log. You must record the time they 3. and leave
and who they’re visiting.

B: No problem.

A: Y ou’ll also be in charge of office supplies. You must keep track of them by
4. an inventory and you should order new supplies when necessary.

B: Who do I order the supplies from?

A: Barbara, the Senior Administrative Assistant, can give you the shop’s details.
You’ve met Barbara, right?

B: Yes, I’ve spoken to her. She’s very 5. . Tip!

A: Barbara will also show you how we file documents. But first, There are many ways to make polite
would you please type this agenda? It’s important. requests in English. Using Could /

B: With pleasure. Would is more polite than using Can.

A: Thanks, Kate. Could you please type this agenda?

3 Practise the dialogue in Exercise 2 with a partner. Would you please type this agenda?
Can you please type this agenda?
Pay attention to the expressions in colour.

8

4 Read the dialogue in Exercise 2 again and 7 Listen and repeat the office routines in colour.

complete the sentences. Then circle the correct responses.
1. Can you show the visitor around the office,
1. Kate has to receive to the
company. please?
a. Of course. Please sit down.
2. She must write down when b. Of course. Please follow me.
2. Can you distribute the incoming mail now?
. a. Yes, I’ll give it out right away.
b. Yes, I’ll send the letters now.
3. Kate must check that there are enough 3. Should I order supplies?
. a. Yes, I’ll tell the staff.
b. Yes, we need pens, envelopes and paper.
4. Barbara will explain to Kate how to 4. Would you schedule a meeting for
.
Mr Barnes and me, please?
5. Kate is now going to . a. Certainly, I’ll check the diary.
b. Certainly, I’ll read the document.
Working with Vocabulary
8 Listen and repeat the words and phrases
5 Listen and repeat the office routines in colour.
in colour in A. Then match A to B to form
Then tick the logical sentences. sentences.
1. I have to go to the post office to send A
e-mails. 1. Data entry is the process of ...
2. You should always receive visitors 2. W ord processing is a
politely.
3. I’ll send a fax with all the details. computer application that ...
4. You type agendas for meetings before 3. Spreadsheets are ...
you have the meetings. 4. You can prepare a presentation with ...
5. I’ll file documents that you want to throw 5. When you keep track of something, you ...
out.
6. I’ll deliver the message to Ms Crane as B
soon as she returns. a. allows you to type documents.
7. When you answer incoming calls, you b. posters and diagrams.
use the telephone. c. collect information about what’s

6 Listen and repeat the office routines in colour. happening over a period of time.
d. charts that help record and analyse data.
Then circle the correct answers. e. putting information into a computer.

1. You take a message when someone’s ... . Your Turn

a. waiting for a call Listen to a conversation between a senior
administrative assistant and a junior
b. not in the office administrative assistant. Tick the tasks that
the junior administrative assistant is going
2. When you type letters, you use a ... . to do today.

a. pen b. computer 1. receive a visitor
2. schedule meetings
3. You search the Internet to ... . 3. type agendas
4. update a mailing list
a. advertise information 5. take minutes
6. prepare a presentation
b. find information 7. file documents
8. take an inventory of office supplies
4. You update a mailing list with ... . 9. order office supplies

a. names and addresses of your customers

b. information about your company

5. You screen a call to ... .

a. find a phone number

b. decide if you should transfer it

6. You take minutes ... .

a. at a meeting

b. to check the time

7. If you keep a log, you ... information.

a. record b. learn

9

Purchasing Office Equipment

Getting Started: Vocabulary (page 114)

1 R ead the e-mail. Then answer

the questions below.

20th December, 2013
Dear Mr Preston,
Thank you for your enquiry regarding pricing information. Here is our quote:

Quantity and Description of Item Price per unit Price
10 three-drawer filing cabinets
5 projectors £101.79 £1,017.90
3 shredders £545 £2,725.00
4 black-and-white photocopiers £177.22 £531.66
£5,460 £21,840
Delivery date: 12th January, 2014 Subtotal £26,114.56
VAT 20% £5,222.91
Total £31, 337.47

Because we haven’t had the pleasure of doing business with you before, we would like to
make you a special offer. If you confirm this order within five days, we will give you a discount
of 15% on the order.

Sincerely, Tip!
Max Grey
Director of Sales Department In English, for numbers in the thousands we
Riley’s Office Equipment write 5,460 (not 5.460) and for decimals we write
177.22 (not 177,22).
1. Who would like to order the equipment?
2 A bank clerk (A) is ordering office supplies on
2. Has he ordered equipment from this company
the phone from a shop assistant (B). Listen to
in the past? the dialogue and fill in the missing words.

3. How many filing cabinets does he need? A: Good morning, I’m calling from Grey Bank.
I’d like to order some supplies, please.
4. How much does one shredder cost?
B: Sure. What would you like to order?
5. What type of photocopiers does he need?
A: First, we’d like two packets of highlighters –
6. What special offer will he get if he confirms one blue and one 1. .

the order on 23rd December? How much is each pack?

B: It’s 2. for a packet of ten.

A: Fine. We also need a dozen staplers.

B: W hat type do you want? We’ve got the small
ones that staple up to 3.
sheets for £3.76 each and the large ones
that staple up to 100 sheets for
4. each.

Tip! A: I’ll take the large ones, please.

VAT = Value Added Tax. B: No problem. Anything else?
This is a tax added onto
the purchase price. A: W e’ve run out of writing pads. I’d like 100.

B: OK, so ten packets of ten writing pads in
each. Each packet is 5. .

A: That’s it. When will our order arrive?

B: It should arrive by 11.00 tomorrow.

A: 6. . Thank you very much.

10

2

3 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words and phrases in A.

partner. Pay attention to the expressions in Then match them to their definitions in B.
colour. A
1. p rice per unit
4 Read the dialogue in Exercise 2 again and 2. subtotal
3. shipping cost
complete the invoice for Grey Bank. 4. invoice
5. delivery
Pearson’s Office Supplies 6. quality

Company: Grey Bank Invoice # 13752 B
Customer # 98950 a. getting items to a customer

Item (No.) Quantity Price per Total b. how good something is
unit £16.00
highlighters 1. £238.68 c. how much each item costs
(#923) (#924) £8.00 £146.90
packets £401.58 d. a document which lists the items that
large (#8) £19.89 were ordered and their prices
3.
2. £14.69 e. the price of all the items ordered, not
5. Subtotal including tax
4.
packets f. the price of sending items to a customer
(#127)

Working with Vocabulary 8 Listen and repeat the words and phrases in

5 Listen and repeat the phrases in A. Then look colour. They are in the wrong sentences. Write
the words and phrases next to the correct
at the pictures below and match A to B. sentences.
1. I’ve run low on printing paper. I haven’t got
A B
1. a packet of a. paper any.
2. a sheet of b. scissors
3. a roll of c. staples 2. D iscount must be made within two weeks
4. a pair of d. sticky tape of receiving the order.
5. a box of e. highlighters
3. I’ll give you a 20% quantity.
4. How much has he run out of you for all the

office supplies?

5. Since you are a new customer, I’m giving
you a payment – two for the price of one.

6. I’ve charged paper clips. I haven’t got
enough.

7. If you order a large special offer, you’ll get a
better price.

6 Listen and repeat the equipment below. Then Your Turn

use the words to complete the sentences. Student A: You work at Wilson Furniture. You
call Spring Office Equipment to order equipment.
shredder w filing cabinet w photocopier Order the items on the list on page 84.
wastepaper bin w coat rack w projector
scanner w air-conditioner Student B: You work at Spring Office Equipment.
Ask and answer questions about the items the
1. You use a to make copies of customer is ordering according
a document. to the price list on page 93.
Then complete the invoice
2. I’ll need a to show the chart. on page 93.

3. It’s hot. Can you turn on the ?

4. Hang your jacket on the .

5. I’d like to have these old photos on my ?
computer. Have you got a

6. We use a to destroy

confidential documents.

7. We file documents in the .

8. Don’t throw food into the .

Writing Tasks, pages 103-104 Workbook, page 6 11

3
Using Voicemail

Getting Started: Vocabulary (page 115)

1 Read the e-mail. Then complete the sentences below.

To all employees,

We have got a new voicemail service and we want everyone
to learn how to use it.
Over the next two weeks, Kim from the IT Department is
going to call each of you to arrange a suitable time for a short
training session (about 15 minutes). She is going to show you
how to retrieve, replay, save and delete messages. She is also
going to give you your own personal access number.

If there are any problems, please contact me.
Lucy Forbes
Head of IT

1. The employees don’t know how to use the voicemail service because it’s .

2. is going to teach them how to use the voicemail service.

3. The training sessions won’t be very .

4. They are going to learn how to save .

5. Each employee is going to get a personal to use.

6. If employees have got any problems, they should .

2 A supervisor in IT (A) is showing an employee (B) 3 Practise the dialogue in Exercise 2 with a

how to use the voicemail service. Complete the partner. Pay attention to the expressions in
dialogue with the words below. Then listen to colour.
the dialogue and check your answers.
4 Read the dialogue in Exercise 2 again. Then
office w listen w send w number w of course
read the quotes below. Which number on the
A: How do I check my incoming messages? voicemail system should each person press?
1. “I want to save this message.”
B: First, enter your access code. 2. “ I want to hear this message again right

A: I see. What’s my access code? now.”
3. “I want to retrieve my messages.”
B: I’ll check and 1. it to you. 4. “I don’t need this message any more.”
5. “I want to fast forward to the last 30
A: And what do I do after that?
seconds of the message.”
B: Dial 151#. Then press 1 to retrieve and
2. to your messages. Tip!

A: How do I replay messages? # = hash

B: Press 3 to replay messages, press 4 to save * = star / asterisk
messages or 2 to delete messages.
150# = one-five-oh-hash
A: Can I fast forward or rewind messages? 155# = one-double five-hash

B: 3 . . Press 7 to fast forward

or 8 to rewind.

A: When I’m not in the 4. , can I

retrieve my messages from any location?

B: Yes, you can. Simply dial our voicemail service
5. . It’s 773-411-1230.

12

Working with Vocabulary 7 Listen and repeat the words and phrases in

5 Listen and repeat the words and phrases colour. Then tick the logical sentences.
1. You place the receiver on your ear and
in colour. Then match A to B to form
sentences. near your mouth.
A 2. A mobile phone has got a cord.
1. You dial a phone number ... 3. You can press a button to change the
2. Press this button ...
3. You can’t listen to a message ... volume and make it loud.
4. When you rewind a message, ... 4. The phone is off the hook because the
5. When you fast forward a message, ...
6. When you want to listen to incoming receiver is in the correct place.
5. I’m going to put you on loudspeaker so
messages, ...
everyone in the room can hear you.
B
a. to record an outgoing message. Your Turn
b. after you delete it.
c. you move it closer to its beginning. Julie wants to record some outgoing messages
d. when you want to contact someone. on her voicemail. Tom from the IT Department
e. you must enter your access code. is helping her. Listen and choose the correct
f. you move it closer to its end. answers.
1. First of all, Julie enters her … .
6 Listen and repeat the words in colour. Then a. name
b. access code
read the sentences and write each word next c. outgoing message
to its definition below. 2. To record a daytime message, Julie needs to
a. Why did you save all these messages?
choose … .
Do you want to listen to them again? a. the number “1”
b. Can I retrieve voicemail messages from any b. the number “2”
c. “daytime message”
location? 3. Julie should press 3 … her message.
c. Let’s replay the outgoing message, so we a. before she writes
b. when she begins recording
can review it. c. when she finishes recording
d. Did you modify the outgoing message after 4. To modify her message after she reviews it,

you listened to it? she should press the number … .
a. 4
1. place: b. 5
2. play again: c. 9
3. get: 5. If there is an emergency at night, the caller
4. change:
5. keep: should … .
6. read or listen to carefully: a. call back
b. press 9 or 5
c. press 111

13

Using the Intranet

Getting Started: Vocabulary (page 115) 1. The topic of the memo is problems with the
Intranet.
1 R ead the memo. Then read the false

sentences on the right and correct them by
changing the words and phrases in bold. 2. Employees must click three times on the
company icon to log into the Intranet.

To all employees,

Here are instructions for logging into the company Intranet. 3. Employees need a company icon to log
into the Intranet.

To log in:

1. Double click on the company icon on your desktop. 4. For increased security, this is a good

2. Enter your username and password. password: 34AZL8.

Your password should include both letters and numbers.
For increased security, you should include upper case 5. You can share your password with your
and lower case letters, numbers and symbols. boss.

Notes:
1. Never share your password with anyone, including other
6. You can use the Internet and the company
company employees. Intranet at the same time.
2. Never access the Internet while you are using the


company’s Intranet.

For help with logging in, sending e-mails or using the Intranet, Tip!
call the IT Department and one of our technicians will be happy to
assist you. In everyday speech,
Kevin Jackson upper case letters are
IT Department usually called “capital
letters”.

2 Sandra (A) is asking Jackie (B) for help with an 3 Practise the dialogue in Exercise 2 with a

e-mail. Listen to the dialogue and circle the partner. Pay attention to the expressions in
correct answers. colour.
A: Jackie, can you please 1. look at / read this
4 Read the dialogue in Exercise 2 again.
e-mail? Is it OK in your opinion?
Then tick the things that Jackie suggests
B: Sure. Well, Sandra, everything you have doing.
2. written / done is fine. The heading is big. 1. moving a paragraph to a different
The flow chart is clear. But I would move this
paragraph to the beginning. place
2. bolding the dates of the meetings
A: OK. I’ll cut and paste it. 3. underlining the names of the people
B: Also, I think you should bold the dates of 4. making the font of the e-mail bigger
5. replying to Mr Taffet
the meetings. They’re the most 3. interesting /
important information in the e-mail.

A: Good idea. Should I bold the 4. room /
phone numbers, too?

B: Yes. You can bold them or maybe you should
underline them.

A: What about the font? Is it big enough?
B: It’s fine.
A: Great. Thanks for your help. I’ll send the

e-mail 5. now / soon.

B: Look. You’ve already got a reply from Mr Taffet.
A: Let’s see. Oh, no! I forgot to send the

attachment with the e-mail.

14

3

Working with Vocabulary 6 Listen and repeat the words in A. Then match

5 Listen and repeat. Then write the correct the words in A to their meanings in B.

words and phrases under the pictures. A
paste w upper case letters w username
1. log in 6. icon
bold w cut w underline w copy w italics
lower case letters w flow chart w password 2. log out 7. reply

3. font 8. forward

AmySun A45$*nnY 4. paragraph 9. attachment

5. double click 10. desktop

1. username 2. B
a. style of alphabet letters
U I b. go out, leave
c. press the button on the mouse twice
AbCdE AbCdE d. a small picture
e. a group of sentences on the same topic
3. 4. f. send on to someone else
g. the working area of a computer screen
ABCDE abcde h. answer
i. go into, access
j. another document sent with the main

document

7 L isten and repeat. Then look at the screen below

and write the correct letter next to each word.

1. background 4. row

2. heading 5. bullet

5. 6. 3. column

B a

AbCdE Incoming Calls

b ● Incoming calls decreased in 2010.
● I n 2012, there was an increase in
incoming calls across all markets. c

2009 2010 2011 2012

7. 8. -1.3 -1.4 -0.5 0.8
d 2.7 -1.8 1.0 2.6

-3.5 -2.0 -2.9 3.7 e

9.2 -3.2 -5.7 1.3

9. 10. Your Turn
11.
Student A: You are a new manager and you call the IT
Department for help with your voicemail and Intranet.
Ask questions to complete the information on page 84.

Student B: You work in the IT Department. Answer
the manager’s questions using the information on
page 94.

Workbook, page 8 15

4
Handling Mail

Getting Started: Vocabulary (page 116)

1 R ead the page from an employee handbook. Then answer the questions on the right.

Handling Incoming Mail 1. What is the first thing to do after opening the
mail?
1. Open the mail and stamp each document with the
correct date.
mail log. List the sender’s
2. Dnaomcuemanendtatdhderemsasial nind the recipient’s name. 2. How does the company keep track of its
the incoming mail?

3. Sort the mail according to the chart below and
distribute it.
mail marked “confidential” or “personal” 3. Which department or person should the
4. Deliver to the recipient. Do not open it. following go to?
directly
a. A letter saying, “The paper often gets
Sorting Procedures jammed in the printer.”

Types of Mail Department

bank statements, invoices, Accounting b. An envelope marked “Confidential for
cheques, receipts Mrs Holmes, Managing Director.”
contracts, letters from
lawyers Legal

customer complaints Customer Service c. A letter saying, “I’ve completed my
Masters in Engineering.”
requests for product Sales
information

product manual Research & Development Tip!

job applications Human Resources UK post US mail
parcel package

2 The Manager of the Mailroom (A) is speaking to 3 Practise the dialogue in Exercise 2 with a partner.

a new clerk (B). Listen to the dialogue and fill Pay attention to the expressions in colour.
in the missing words.
4 Read the dialogue in Exercise 2 again. Then
A: I’d like to explain the procedures for handling
outgoing mail. First, you collect the mail write T (true) or F (false) next to the sentences.
from the outgoing mail basket in each Copy the words that gave the answers.
1. . 1. Each department takes its outgoing mail

B: At 11.00 and 2. ? Right? to the mailroom.

A: Yes. Then bring it here and check all items. 2. The clerk usually writes the postcode.

B: What exactly should I check? 3. The cost of sending a letter is determined

A: M ake sure all letters are signed and by its weight.
enclosures are included. Also, check that the
address includes the correct postcode. 4. Second class post is faster than first class

B: How do I know what the postcode is? post.

A: T he postcode directories are 3. . 5. Contracts must be sent by registered mail.

B: Right! What about postage?
Tip!
A: You weigh the envelopes and determine the
postage using this chart. In the UK, first class post is for next day
delivery and second class post usually takes
B: I see. Are items sent by first class or second 2 or 3 days.
class post?

A: We usually use 4. post

unless the item must reach its destination the

next day. Oh, and all legal documents must
be sent by registered mail.

16

Working with Vocabulary 7 L isten and repeat the words. Then use the

5 Listen and repeat the types of documents in A. words to complete the sentences.

Then match each type of document to the mail log w postcode w registered mail
reason for getting it in B. international w sort w sender w collect
A
1. cheque 1. mail is addressed to
2. customer complaint
3. job application places outside the country.
4. request for information
5. receipt 2. When you write a letter to someone, you are
6. bank statement the .
7. contract
8. directory 3. I the outgoing mail from
9. product manual
B every department twice a day.
a. A customer is unhappy.
4. We the incoming mail
b. The company has paid for something.
before we distribute it to the departments.
c. The company is receiving money now.
5. It is important to list all the incoming mail in
d. The company wants details about its the .
accounts.
6. You use to get a
e. The company wants to be in a legal
agreement with another company. confirmation that a letter has arrived safely.

f. A customer wants data about the company 7. Can you tell me the for
and its products or services. Carnaby Street in London?

g. A person wants to work at the company. Tip! MT2raB9sragFnNeobatruteaDrslyeitesOAiFgXvrn1ee6.son
England
h. A customer needs instructions on how to When writing an address,
use a product. we often use abbreviations
for different types of
i. A person needs an alphabetical list of streets.
people or organisations with their details,
such as addresses. Street = St.

6 Listen and repeat the words in colour. Then Road = Rd.

decide if the pairs of sentences have got the Avenue = Ave.
same meaning. Write S (same) or D (different).
1. a. I’ve documented today’s mail. Boulevard = Blvd.
b. I’ve opened the mail.
Your Turn
2. a. The postage for this letter is £1.28.
b. It costs £1.28 to send this letter. Listen to a conversation between two mailroom
clerks about handling incoming mail. Tick the
3. a. This bag of mail is domestic. topics they discuss.
b. This mail is going out of the country.
1. sorting mail efficiently
4. a. The letter reached its destination. 2. stamping mail
b. The recipient got the letter. 3. throwing envelopes away
5. a. Mr Ross signed his letter. 4. documenting mail
b. Mr Ross wrote his name at the end 5. writing an address correctly
6. opening confidential mail
of his letter. 7. letters for more than one recipient

6. a. All the letters were stamped with 17
yesterday’s date.

b. All the letters were sent yesterday.

7. a. The package weighs 2.5 kilos.
b. T he weight of the package is 2.5 kilos.
8. a. This letter has got two enclosures.
b. Two documents are attached to the

letter.

Using a Courier Service

Getting Started: Vocabulary (page 116)

1 R ead the waybill. Then complete the sentences below.

Speedy Services Receipt No. 20314

Tel: (002) 553 7609 • Fax: 055 7776882
[email protected]

FROM: PARCEL DETAILS

Company name: DLT Electronics No. of Item type: Total weight:
Sender’s name: Ronald Green parcels: 3 computer parts 17.9 kg
Address: 115 Church Street

City / Country: Liverpool, UK Postcode: L1 9RE Item Length Width Height Weight
1. 13 cm 7 cm 8 cm 5.2 kg
Telephone: 0151 496 9980

TO: 2. 14 cm 8 cm 10 cm 7.4 kg

Company name: Epcot Computers 3. 12 cm 10 cm 8 cm 5.3 kg
Receiver’s name: Pamela Harkins
Address: 23 Pine Street Special instructions: keep dry 3

fragile handle with care
Postcode: B5 6HQ keep away from heat 3
City / Country: Birmingham, UK

Telephone: 0121 496 0000 Receiver’s name: Pamela Hawkins

Sender’s name: Collected by Date: Receiver’s signature:
Ronald Green courier: 3 2/2/2013

Sender’s signature: Time: Date: 3/2/2013
11.00 am Time: 4.00 pm

1. The name of the company sending the goods 2 The Shipping Manager (A) is training a new
is .
shipping clerk (B). Complete the dialogue with
2. The recipient is located in . the words below. Then listen to the dialogue
and check your answers.
3. The goods were collected by a courier on
at . address w organising w call w box w file
A: Y ou are responsible for 1.
4. The packages contain .
the shipment of goods. This includes
5. All the packages together weigh preparing packages, doing paperwork and
. tracking shipments.

6. Item 3 is long and B: How do I prepare packages?
high.
A: F irst, you must put the goods in a
7. The special instructions on the packages say: 2. . Fragile items need extra
. protection, such as bubble wrap. Then
weigh and measure each package.
8. The goods reached their destination on
at . B: Do I label the packages?

Tip! A: Yes, you must attach our company label
and any relevant special instruction labels.
Both the metric system and the Also, always make sure the recipient’s
imperial system are used in the UK. 3. is written clearly.

Imperial Metric B: Right. What about the paperwork?
1 ounce = 28.350 grams
A: Y ou fill in this form for the courier. It’s called
1 pound = 0.4563 kilograms a waybill. One copy goes to the courier

and you should 4. the other

one here.

B: OK. How do I track the shipments?

A: T o make sure the shipments are delivered
on time, you can either 5.
the courier or access the courier’s website
using our password. The website has got
updates on all the shipments.

18

4

3 Practise the dialogue in Exercise 2 with a partner. 7 Listen and repeat the words and phrases in

Pay attention to the expressions in colour. colour. Then circle the correct answers.
1. You label / measure something to check
4 Read the dialogue in Exercise 2 again and copy
how long it is.
the sentences that have got the same meaning
as the sentences below. 2. You use bubble wrap / goods to prevent an
1. Pack the items. item from breaking.

2. Check how big and heavy each package is. 3. You must track / inspect each package
carefully before it is sent.
3. Check each package has got the details of its
4. Did all the items arrive in good condition /
destination. special instructions?

5. Use that nice paper to mark / wrap the
4. Give a copy of the waybill to the courier. gifts.

6. According to the update / waybill, the
5. You can check if shipments are on time on shipment is 30 kilometres from Miami.
the Internet.
7. I wanted to know how high the package
was, so I measured its width / height.

8 Listen and repeat the words. Then use the

words to complete the sentences.

parcel w paperwork w signature w insure
pick up

Working with Vocabulary 1. Don’t forget to add your to
the cheque.

5 Listen and repeat the words in colour. Then 2. What’s inside this ?
It’s very heavy.
circle the TWO correct answers.

1. You can send a shipment of ... . 3. Where is the courier? He must
a. books b. messages c. clothes the packages soon

2. The length of something can be 120 ... . because we’re closing in an hour.
a. metres b. centimetres c. kilograms
4. There’s a lot of to do

3. A courier is a ... that transports items. today. I have to fill out these forms and file

a. vehicle b. person c. company those documents.

4. An example of something fragile can be a ... . 5. You must the shipment.

a. clock b. TV c. shirt It can get lost or something can

6 Listen and repeat the phrases. Then write the happen to it.

correct phrase under each label.
keep dry w handle with care

keep away from heat w this side up

12

3 4 Your Turn

FRAGILE Student A: You are a manager.
Turn to page 84 and give the mailroom clerk
instructions on how to send three items.
Student B: You are a mailroom clerk. A manager
is giving you mailing instructions. Ask questions to
complete the chart on page 94.

Workbook, page 10 19

5
Shipping

Getting Started: Vocabulary (page 117)

1 R ead the shipping order. Then write T (true) or

F (false) next to the sentences below.

Ocean Shipping UK LTD Shipping Order no.

Full Container Worldwide Shipping Specialists 1245/13
St Murrin, Grove Lane
Cherwell, Essex IG7 6JD Date of shipment
United Kingdom 14th November, 2013

SHIPPED FROM: SHIPPED TO / CONSIGNEE:

Company Name Company Name
Wilson Microsystems Ltd LectrumGroup

Contact Name Contact Name
Margaret Brennan Emilio Vinuesa del Corral

Telephone number (Business hours) Telephone number (Business hours)
01424-254-5679 (34) 947 456 568

Street Address Street Address
25 Mosley Street 190 Vitoria Street

City – Province / State Country Postcode City – Province / State Country Postcode
Hastings UK TN34 1RT Burgos Spain 09007
East Sussex

E -mail Address (Shipment tracking information available via e-mail), E -mail Address (Shipment tracking information available via e-mail),

[email protected] [email protected]

P lace of Receipt (if different to sender’s address) P ort of Discharge (POD)
Shoreham Container Terminal Gijón Port

Port of Loading (POL) Scheduled Vessel Place of Delivery Shipping Term
Shoreham Port Spirit of the Sea CY FOB

PARTICULARS No. of Containers 2 Freight Charges £540
Reference Number/s 1245/13/20/1-2
20’ (foot) containers (FCL)
contents: books

40’ (foot) containers (FCL) No. of Containers 3 Freight Charges £675
contents: books Reference Number/s 1245/13/40/1-3

Terminal Handling Charges (THC) £154

Total Charges £1,369

SHIPPER’S DECLARATION
We warrant that the details of cargo declared above are correct.

(Logistics Manager)

Signature

SHIPPING ORDER (OFFICE COPY)

1. The shipper specialises in sending full Tip!
containers.
Common abbreviations in the shipping industry are:
2. The shipper can send containers to other
continents. CY = Container Yard (containers delivered at
container yard)
3. It is impossible to track the shipment.
20 FOB = Free On Board (containers delivered on
4. The shipper will pick up the containers in board ship without charge to the buyer)
Hastings.
FCL = Full Container Loads
5. The name of the vessel carrying the
containers is listed. LCL = Less than Container Loads

6. The shipper only offers one size of Can you find more abbreviations in the shipping
containers. order in Exercise 1?

2 T he Shipping Operations Manager (A) is talking 6 Listen and repeat the words in colour. Then

to the CEO of his company (B) about a new complete the sentences with the correct words
shipper hired by the company. Listen to the or phrases.
dialogue and circle the correct answers. from w will arrive w onto w has come from
A: We’re very happy with the new shipper that 1. The workers load the cargo

we hired last 1. week / month. They are offering the ship.
the best rates at the moment. No one can 2. The workers unload the cargo
compete with them.
B: What discounts are they offering us? the ship.
A: They’re offering us a 2. 12% / 20% discount 3. The port of origin is where the cargo
on shipping orders to Europe. We only paid
£1,600 for our shipment to Valencia last week. .
B: How much did you pay for a similar shipment 4. The port of discharge is where the cargo
by another shipper 3. two / a few weeks ago?
A: We paid £ 4. 2,000 / 20,000. .
B: OK. We’re saving money, but do you think
they’re reliable? 7 L isten and repeat. Then use the words and
A: Yes, I do. They guarantee fast shipping and
the shipment to Valencia was completely phrases to complete the sentences.
free of damage.
B: Is it possible to track their shipments online? free of damage w compete w reliable
A: Oh yes, we tracked the shipment with our guarantee w loss w free of charge w contact
5. smartphones / tablets.
B: That’s great. You know, the biggest problems 1. How can a small business
are loss and damage. So it looks like we’ve with big international companies?
found the perfect shipper.
2. Can you that these goods
3 Practise the dialogue in Exercise 2 with a
will arrive at the destination before Saturday?
partner. Pay attention to the expressions in
colour. 3. Who is our in Miami – is it
Mr Jones?
4 Read the dialogue in Exercise 2 again. Why is
4. Did we receive our goods in perfect
the company pleased with the new shipper?
Find three reasons. condition? Were they ?
1.
2. 5. Is this extra service ? Is it
3.
included in the rates you’ve listed?
Working with Vocabulary
6. A customer has just phoned to complain
5 Listen and repeat the words in colour. Then
about the of his cargo!
circle the correct answers.
1. A shipper transports / sells goods. 7. Is the shipper’s service always good? Is it
2. A freight container is a large metal box used ?

for transporting goods / passengers. Your Turn
3. A container terminal is located near the sea /
The Shipping Operations Manager of a company
an airport. is having a phone conversation with the Sales
4. Volume is size / quality. Manager at Ocean Shipping. Listen to their
5. The consignee is the person who sends / conversation and complete the sentences.

receives the goods. 1. Mrs Sullivan is phoning to complain about the
6. Worldwide service is international / local. that they’ve received.
7. A vessel is a large box / boat.
8. Cargo is transport / goods. 2. Ocean Shipping is offering a % discount on
9. A company’s rates are its prices / services. shipping orders over £1,200.
10. A quote is a definite / an estimated price.
3. Mr Becker emphasises that other companies

don’t guarantee like his

company does.

4. Ocean Shipping is planning to
offer an online tracking system
.

5. Mrs Sullivan and Mr Becker plan
to meet at
next Monday.

21

Import and Export

Getting Started: Vocabulary (page 117)

1 R ead the webpage. Then read the sentences

below and copy the sentences or phrases in
the webpage that give the information.

www.sourcing4uinasia.com

Sourcing4Uinasia.com Buyer Service Log in

Connecting Buyers with Asian Manufacturers

HOME FIND MEET TRADE SHIPPING
SUPPLIERS SUPPLIERS ASSISTANCE ARRANGEMENTS

Are you thinking of importing from Asia? We can help you.
Sourcing4Uinasia.com is an online sourcing service that offers you assistance in finding
reliable suppliers to match your requirements.

Our personnel visit suppliers to ensure their professional standards.

Our Sourcing Service Package includes:
➙ Finding suppliers you can trust
➙ Arranging meetings with suppliers
➙ Assistance in negotiations
➙ Production follow-up and quality control
➙ Packaging solutions and shipping arrangements

Sourcing4Uinasia.com can help you to identify opportunities in Asia, manage risk, minimise
costs and secure transactions. Sourcing4Uinasia.com means cheaper, safer and easier business.

Contact us now at [email protected]

1. The company specialises in connecting Asian exporters with buyers from other continents.

2. It looks for exporters that match your needs.
3. Its employees meet the exporters to check their work.

4. It offers help in reaching agreements.
5. It helps in arranging transport of goods.
6. It will help you save money when you do business.

2 Tbweloowb.uTsihneenssliastsesnoctioattehse(AdiaanlodgBu)eaarnedhcahviencgkayocuornvaenrsswaetirosn.. Complete the dialogue with the words

r ecommend w price w paperwork w money w difficult

A: I think I’d like to start my own business. A: It must be 3. to find

B: Really, Janet? products with an advantage and reliable

A: Yes, Mike. I’m thinking of running an suppliers that you can trust.
import-export business. It’s a type
of business that doesn’t take much B: Yes, that’s why I 4. starting
1. to start.
with only one or two products. You mustn’t
risk a large investment at the beginning.

B: You’re right. It requires very little investment. A: I see. Another question – buying directly
The first thing you need to do is choose from foreign countries requires a lot of
products from a foreign source for resale. 5. , doesn’t it?

A: What kind of products should I import? B: Yes, it does. Why don’t you contact a
sourcing company? They’ll offer you all the
B: L ook for products that have got an assistance you need.
advantage – ones that aren’t sold at all in
this country, or ones that you can buy at a

lower 2. in a foreign country.

3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.

22

5

4 Read the dialogue in Exercise 2 again and complete the sentences.

1. Janet wants to start an business.

2. Janet won’t need to invest .

3. Janet should look for foreign products that people can’t in her country.

4. At the beginning, Janet should only import products.

5. Mike suggests that Janet gets help from .

Working with Vocabulary

5 Listen and repeat the words in colour. Then match A to B to form sentences.

A B

1. A buyer ... a. produces goods.

2. A manufacturer ... b. bring goods from another country.

3. When you export, you ... c. might lose it.

4. When you import, you ... d. make a profit.

5. You make an investment in order to ... e. sell goods to another country.

6. When you risk money, you ... f. buys products from a supplier.

6 Listen and repeat the words and phrases. Then write each word or phrase next to its definition.

trade w shipping arrangements w foreign w advantage w ensure w resale
requirements w start a business

1. open a shop or company: 6. a favourable condition:

2. selling again: 7. needs:

3. make sure: 8. organisation of transport of goods:

4. export and import:

5. from another country:

7 Listen and repeat the words and phrases. Then use them to complete the sentences.

negotiations w follow-up w manage risk w minimise costs w sourcing
trust w secure transactions w run a business

1. We can by using this shipper. Their rates are cheap.

2. Are you sure you want to open a café? How will you have enough time
to on your own?

3. The between the two companies took two weeks,

but now they’ve finally signed a contract.

4. He’s a reliable supplier. You can him.

5. A company helps you find suppliers and it checks them carefully.

6. This computer program helps to that you make on the Internet.

7. Our Quality Assessment Department always does a to check the
quality of our products.

8. It’s very important to in business – you must identify the dangers
and think of ways to handle them.

Tip! Your Turn

The prefix dis- means not. Student A: You are a manager at a trading business.
You’re presenting a business option to the CEO. Use the
advantage – disadvantage information on page 85 to make your presentation and
trust – distrust answer questions.
Student B: You are the CEO of a trading business. A
manager is presenting a business option to you. Ask and
answer questions to complete the chart on page 94.

Writing Task, page 105 Workbook, page 12 23

6
Receiving Calls

Getting Started: Vocabulary (page 118) 2 Listen to the mini-dialogues between a

1 R ead the tips from a website page. Then read salesperson (A), a secretary (B) and a
manager (C). Fill in the missing words.
the sentences below and copy the sentences
with similar meanings from the tips. 1. A : Good morning, I’d like to speak to the
1. , please. It’s urgent.
Telephone Etiquette
B : May I ask who’s calling?
Good telephone etiquette can create a
positive impression. Follow the tips below to A: Y es, I’m calling from J-Leasing. We’ve got
a special offer for your 2. .
represent your company professionally.
B: I ’ll put you through to our Purchasing
Answering a Call Manager, Mr Bennet. Just one moment,
Always answer a call before the third ring. please. Good morning, Mr Bennet, I’m
Greet callers by introducing yourself and your transferring a call from J-Leasing.
organisation. Use a pleasant, friendly tone. Put a
“smile in your voice”. 2. A: Good morning, Mr Bennet. I’m calling
from J-Leasing. We’ve got a special offer
Putting Callers on Hold for you.
Always ask for permission to put a caller on hold.
Thank the caller for holding and don’t keep a person C: W e only consider offers received in
on hold for long. writing. You can send it by e-mail or
3. .
Transferring a Call
Make sure you are transferring the call to the correct A: Alright. I’ll send it and call back later today.
extension. Tell the caller who you’re transferring
him / her to and announce the caller to that person. 3. C: Kim, can you please come into my
office?
Taking Messages
A message must include the caller’s name, B: 4. .
company and phone number and the date and time
of the call. C: Kim, you should avoid transferring calls
like that to me.
Ending the Call
Before ending the call, make sure you’ve answered B: Oh, sorry. Should I have taken a
all the caller’s questions. End pleasantly by saying message?
“Have a nice day” or “Thank you for calling”. Let the
caller hang up first. C: No, when someone calls with an offer,
ask them to send it in writing. We don’t
1. Answer calls quickly. consider any offers on the
5. .
2. Identify yourself to the caller.
Tip!
3. Don’t put a person on hold without asking
Both can and may are used when asking for
the person if it’s OK. or giving permission, but if you’re being formal
or polite, use may.
4. When you transfer a call, say whose call you
3 Practise the mini-dialogues in Exercise 2 with a
are transferring.
partner. Pay attention to the expressions in colour.
5. When you take a message, write down
4 Read the mini-dialogues in Exercise 2 again. Then
when the person called.
write T (true), F (false) or DS (doesn’t say) next to
6. Give the caller all the requested information the sentences.
1. The caller wants to talk to the receptionist.
before finishing the conversation. 2. The caller wants to buy something.
3. The secretary puts the call through to the

24 Marketing Manager.
4. The company only looks at written offers.
5. It’s Kim’s first week in the job.

Working with Vocabulary 7 Listen and repeat the words and phrases.

5 Listen and repeat the words and phrases in Then use them to complete the sentences.

colour. Then circle the correct responses. call you back w line is busy w professionally
1. Would you like to leave a message? transfer calls w ring w urgent w friendly tone
pleasant
a. Yes, can you give me Mr Nelson’s mobile
phone number? 1. I usually answer calls after the first
!
b. Yes, would you please tell Mr Nelson
that Mr Larkins called? 2. She always uses a
when she speaks to her workers.
2. Do you know his extension number?
a. Yes, it’s 0778 900129. 3. I must go to a meeting now. I’ll
b. Yes, it’s 4706. in about an hour.

3. I’m sorry, Ms Sanders is out of the office. 4. I must discuss the contract with him. It’s
a. When will she be back? .
b. When is she leaving?
4. I forgot to announce the caller when I 5. The right now.
Do you want to wait?
transferred the call.
a. Next time, make sure you do. 6. You didn’t behave .
b. Do it right now. I’m disappointed in you.
5. Shall I put you on hold?
a. No, I can’t wait right now. 7. Please don’t to
b. Maybe later.
6. I’m putting you through to Mr Banks now. Customer Service in the next hour. The
a. I don’t mind waiting.
b. Thank you for transferring my call. department is having a meeting.
7. Dan has got a nice voice.
a. I enjoy listening to his presentations. 8. Everyone in my office is very
b. He writes a lot of e-mails. . I like working

6 Listen and repeat the words and phrases in there.

colour. They are in the wrong sentences. Write Your Turn
the words and phrases next to the correct
sentences. Listen to two phone conversations at two
1. You must create a positive impression companies. Tick the correct call in the chart.

if you want to be understood. Phone call
12
2. I’d like to greet you to my personal assistant, 1. The person that the caller
Mrs Kay. wants to speak to is not in.

3. Don’t ask for permission without saying 2. The clerk takes a message.
goodbye.
3. The clerk puts the caller on
4. Try to introduce receiving personal calls at hold.
work.
4. T he caller leaves a telephone
5. He’ll hang up as soon as he gets back. number.

6. Always avoid visitors politely. 5. T he caller tells the clerk what
he / she needs to discuss.
7. I’ll speak clearly to leave work early today.

8. It’s important to return your call on clients.

25

Following Up on Messages

Getting Started: Vocabulary (page 118) 2 Two sales managers (A) are following up on
ptohothnee dmieaslosgaugeess they each received. Listen
1 R ead the chart from an administrative and circle the correct
answers.
assistant’s message book. Then complete
the sentences below. 1. A: G ood 1. morning / afternoon. This is Sara
Fields from CI Exports. I understand
Nancy Ford was looking for me.

FOR PRIORITY MPayAoEleScuSaorASspceAyPoGs.moeEfmndtehnKetsac. toTen’sthreaKycittncewheietdnhwitare B: Y es, she wants to discuss the contract
with you. I’m afraid Nancy is currently
1 Tony High unavailable, but she’s specified the
issues to me.

EaoIJnrdIvdaGodeciicrtkEieogSnle#oacui9nltllrg5ipvoarn7ooniuc2dtsou4tncwot6mash1ino.sftroCsrmrooowtnbhtie-alect A: OK. Let’s 2. look at / go over them.

2 Anne Critical B: Great. First of all, regarding the
3. delivery / payments.

A: Just one moment, please. Let me get my
copy.

phone. 2. A: G ood afternoon. This is Janet Blake from
3 Bert Normal Rcreaoalblc.ehIrfet’dsit’sasoturr3rgy1e2hnet-,3mh6eis4scea-dn8yb9oe9ur2. EL Gardening. I’m getting back to Gerald.
Prceolgemaapsrdeuitnecgraletl hqMeuiapdrmeklievJnetro.yhnosfotnhe He left a message for me to call.
4 Denise High
B: I ’ll put you through to him 4. right away /
5 Bill High Edsu13hinmsiacp:0mvupa0saeisrlasaCtb,hnloebedoubptq1e4eustrowh:3teweeesa0nwn.filtrlsobmteo right now. Gerald, Janet Blake is on the
line, returning your call.
Tip!
C: H i, Janet. Glad you’re back in the office.
ASAP is short for “as soon as possible”. We had a problem with a delivery
5. yesterday / last week. One of the sales
reps tried to assist us, but he wasn’t sure
how to handle the problem.

A: I see. What was the problem?
C: W e received products that we didn’t order.
A: R eally? Let’s look at the order together.

What’s the 6. receipt / invoice number,
Gerald?

1. The most urgent message is the one for 3 Practise the dialogues in Exercise 2 with a
.
partner. Pay attention to the expressions in
2. The least urgent message is the one for colour.
.
4 Read the dialogues in Exercise 2 again.
3. Kate’s Kitchenware want a
Complete the chart.
.

4. EIG Electronics would like more Call 1 Call 2

. Name of
caller:
5. Robert leaves Bert a phone
number in case

. Company:

6. Mark wants to talk to Denise . Follow-up
about call for:
Topic to
7. Emma wants to talk to Bill . discuss:
about

8. From 13:00 to 14:30, Bill
won’t be able to
.

26

Working with Vocabulary 6

5 Listen and repeat the words and phrases. 7 Listen and repeat the words and phrases in

Then use them to replace the words and colour. Then circle the correct answers.
phrases in bold in the sentences. 1. If something is a priority, it is more / less
get back to you w regarding w interrupt
discuss w handles problems w essential urgent than other things.
as soon as possible 2. When you specify problems, you
1. I need to talk about this procedure with you.
explain exactly / don’t explain what they are.
2. I’ll finish typing the contract as quickly as I 3. If a matter is critical, it’s not so / very
can.
important.
3. It’s very important to get this delivery out on 4. If you are unavailable, you don’t answer /
time.
answer phone calls.
4. Why did you stop me in the middle of my 5. If you missed a call, you talked / didn’t talk
conversation?
to the person who called you.
5. Ms Darcy will return your call in a few 6. There was no reply. No one called /
minutes.
answered the phone.
6. Mrs Wright usually takes care of issues, but 7. The line was cut off, so we didn’t finish the /
she’s not here right now.
had a long conversation.
7. I must talk to the CEO about this new 8. When you go over a document with
product.
someone, you write / look at it together.
6 Listen and repeat the words and phrases in
8 Read the questions. Then circle TWO correct
colour. Then match the sentences in A to the
responses in B. responses for each question.
A 1. Mr Rogers would like to speak to the CEO.
1. Ms Parker is out of town.
2. Can you let me know as soon as you get an Is he available?
a. No, I’m afraid he’s out of town.
answer? b. No, I’m afraid you missed his call.
3. Where can I reach Mr Dean? c. No, I’m afraid he’s on the other line.
4. Have we received an order for the new 2. When would you like to discuss the SYP

dresses? contract?
5. David is on another line. a. Let’s do it as soon as possible.
6. Ms Shaw is currently working as a sales rep. b. Why don’t we go over it after lunch?
7. Have you got any comments about my c. When you interrupt me.
3. Did you reach Edward Fine? What did he say?
presentation – anything I should change? a. No, I don’t handle problems well.
B b. No, there was no reply.
a. Yes. Lenny’s Department Store wants c. Yes, he’ll get back to you with his

200. comments soon.
b. At 017-54033210. 4. Is this delivery a priority?
c. Of course. I’ll tell you right away. a. Yes, it’s critical that it gets to London
d. Oh, when will she be back?
e. No, it was short, but excellent! today.
f. Can you please interrupt him? It’s urgent! b. No, they didn’t specify its cost.
g. She hopes to become a sales manager in c. No, it’s not essential to send it right away.

the future. Your Turn

Follow the chart on page 85 and act out
the conversation.
Student A: You’re a sales rep at Penny’s
Sports Equipment. Answer the phone call
and take a message.
Student B: You are a client calling Penny’s
Sports Equipment.

Workbook, page 14 27

7
Scheduling
Meetings

Getting Started: Vocabulary (page 119)

1 R ead the meeting preparation form.

Then complete the e-mail on the right.

Clearson Brothers

MEETING PREPARATION FORM

Date: 9th January, 2014 Time: 9.00 am – 1.30 pm Dear all,
(Break: 11.00 am – 11.15 am)
Type of meeting: Sales and Marketing Our Sales and Marketing meeting will take

place on 1. in

4 On-site meeting Off-site meeting 2. on the third floor. The

Location: 3rd floor conference room meeting starts at 3. and

ends at 4. . Paul Miller

Number of participants: 15 is going to give a 5. on

Agenda: 6. . We will also learn
1. Sales figures presentation – Paul Miller
2. New marketing strategies presentation – about 7. . A whiteboard

Amanda Holmes and a 8. will be available.

Light 9. will be provided.

Please confirm your participation by

Audio-visual equipment: 10. .
Whiteboard and microphone
Refreshments: L ight (biscuits, fruit, cold drinks) Sheila Parker
Notify participants by: 2nd January, 2014
Confirm participation by: 5th January, 2014 3 Practise the dialogue in Exercise 2 with a

Meeting organiser: partner. Pay attention to the expressions
Sheila Parker in colour.

2 T wo personal assistants (A and B) are scheduling 4 Read the dialogue in Exercise 2 again.

a meeting. Complete the dialogue with the words Then circle the correct answers.
below. Then listen to the dialogue and check 1. Ellie calls to ... .
your answers. a. speak to Dan
b. cancel Emma’s meeting
day w diary w perfect w assistant w morning c. postpone Emma’s meeting
2. Emma can’t make it to the meeting
A: Good morning, Ann. This is Ellie from Computers
Direct. I’m Emma Ryan’s 1. . because ... .
a. she has to fly to New York
Emma has got a meeting with Dan scheduled b. she’s in New York
for tomorrow at 2.00 pm. c. she can’t fly to New York this week
3. Ellie and Ann do not reschedule for
B: Just a moment, please. Yes, I see it in Dan’s 11th May because ... .
2. . a. Dan is unavailable then
b. Emma isn’t working that day
A: U nfortunately, I’m going to have to postpone the c. Emma has already got plans on
meeting. I’m sorry it’s last minute, but Emma must
stay in New York for another 3. . that day

B: I see. Would you like to reschedule now? Tip!

A: Yes, let’s try for next week. Connectors such as because, since and as are
used to give reasons.
B: Would Thursday, 11th May, suit Emma? That won’t work because / since / as she’s got
a previous commitment.
A: Let me check her diary. I’m afraid that won’t
work as she’s got a previous commitment.

B: I see. Would an early 4. meeting

on Friday, 12th May, be convenient?

A: That’ll be fine.

B: Alright, let’s schedule it for 12th May at 8.30.

A: That’s 5. . Thank you.

B: My pleasure, Ellie. Have a nice day.

28

Working with Vocabulary

5 Listen and repeat the words and phrases in 7 Listen and repeat the words and phrases in

colour. Then circle the correct answers. colour. Then tick the sentences that use the
1. If you postpone a meeting, ... . words and phrases correctly.
1. When a meeting is longer than two
a. you move it to a later date
b. you decide not to have it at all hours, we usually have a break.
2. If you notify someone, ... . 2. I’d like to cancel the meeting to the 24th
a. you give this person some information
b. you ask this person for information if possible.
3. If something happens at the last minute, ... .
a. it’s very urgent 3. I’m afraid I can’t meet Ms Price next
b. it’s at the latest possible time week. I’d like to confirm the meeting
4. If you’ve got an on-site meeting, it’ll take with her.
place ... .
a. in the office 4. Who is going to take place the meeting?
b. out of the office 5. Will you be able to make it on time?
5. If you’ve got a previous commitment, ... . 6. We are going to have an off-site
a. you’ll definitely be out of town
b. you’ve already got plans meeting at the Parkway Hotel.
7. Does it suit you to meet me tomorrow
6 Listen and repeat the words and phrases.
morning?
Then use them to complete the
mini-dialogues. 8 Look again at the sentences that you did NOT
light refreshments w hold a meeting w attend
reschedule w organise w convenient tick in Exercise 7. Which word or words from
book a conference room w let’s try for Exercises 5 and 6 can replace the words in
check the diary w participants bold to make the sentences correct?
1. A: We’re going to have more

than we’d
expected.

B: Oh, then I guess we’ll need a larger
meeting room. Your Turn

The Operations Director is asking a production
team leader to help him organise a meeting.
Listen to their conversation and complete the
form below.

STT Science Meeting Preparation Form

2. A: Can you please Date: 1. Time: 2.
some cold drinks for the meeting?
Type of meeting: Operations
B: Sure. Would you like any other
? 3 on-site meeting off-site meeting

3. A: What time is for Meeting place: 3.
you to meet? an early morning
Number of participants: 4.
B:
meeting. Is 8.00 OK? Participants: Operations Director, production team

leaders, 5. and four people from

4. A: Bob won’t be able to LabTools
the meeting as
Topic: Presentation to LabTools
he is ill.
Audio-visual request: laptop, 6.
B: I’m sorry to hear that. Should we and 7.
the meeting?
Refreshments: 8. , fruit and

5. A: Can you for our 9.
meeting on 21st April?
Meeting Organiser: Brooke Leads

B: Yes, what time do you need it for?

6. A: Can we at 4.00? 9:00 meeting

B: Just a minute. I’ll
to see if Mr James will be available then.

29

Booking Off-site Events

Getting Started: Vocabulary (page 119) 2 The Marketing Director (A) is talking to his

1 Read the webpage. Then write personal assistant (B). Listen to the dialogue
and fill in the missing words.
T (true), F (false) or DS (doesn’t say)
next to the sentences below. A: Josh, we need to start planning our
1. convention. I’d like you to
About Event Management Photo Gallery Contact look for a venue.

B: Sure. I’ll get my notepad.

Event Organiser provides management services A: Here’s a list of places for you to call. We’re
going to need the venue from 14th-16th
for business events. From small intimate meetings to large November.
conferences, conventions and exhibitions – we do it all!
We hold meetings with your representative in order to understand B: How many 2. are there going
your exact needs. Then we prepare a special plan for you.
to be?

What do • We plan and manage your event budget. A: Between 50 and 70. We’ll have an accurate
we do? • We choose the best venue for your event. number by the end of 3.
• We take care of registration procedures. .
• We provide audio-visual equipment.
• We set up the equipment and display. B: Will you require any special equipment?
• W e plan the food and beverages.
A: Just standard audio-visual equipment:
microphones, 4. and screens.

Oh, and also podiums and laser pointers.

What do Event Organiser provided us with excellent B: What about catering?
our clients service.They chose a great location for our
say? event and created a memorable experience A: W e want two catered coffee breaks a day,
for our guests. Andrea Moore, ISM as well as a buffet lunch and dinner.

Event Organiser managed B: OK. I’ll get menus from several caterers. What
every little detail of our other requirements have you got?
conference, from planning our
budget to menu selection. It A: We’re going to need access to the convention
was a great success! Bob Ross, hall 5. hours in advance, so
Dason’s Trading
we can set up our equipment and display.

B: Right. I’ll contact a few places and get
quotes. I’ll update you by the end of
6. .

3 Practise the dialogue in Exercise 2 with a partner.

Pay attention to the expressions in colour.

Click here to check out our Photo Gallery. 4 Read the dialogue in Exercise 2 again and

1. Event Organiser only arranges events for complete the sentences.
over 100 participants.
1. The Marketing Director wants to
2. Event Organiser charges a service fee that a venue for the
is 8% of the event’s budget.
company’s annual convention.
3. Event Organiser selects an appropriate
place for the event. 2. It will take place from .
till
4. It organises projectors, screens,
whiteboards, etc. 3. The company will know the
number of
5. It prepares the food.
6. It has got many satisfied clients in London. participants by the end of October.

4. The company wants to provide food for
,
and
on each day.

5. The company needs to organise the
a few hours before

the convention begins.

6. Josh will find out
of some venues and report back before
.

30

7

Working with Vocabulary

5 Listen and repeat the words in colour. Then tick

the pairs of sentences with similar meaning.

1. a. Have you got access to the room?

b. Can you go into the room?

2. a. Our company had two important
events last week.

b. We had a convention in Paris and
a Christmas party in the office last
week. 7 Listen and repeat the words and phrases.

3. a. We’re going to have a display of our Then use them to complete the sentences.
products.
registration w convention w catered
b. We’re going to sell our products. buffet lunch w success w auditorium
in advance w laser pointer
4. a. This venue is big enough.
1. We’re planning to have our annual
b. This place is the right size. on 2nd May.

5. a. I don’t know the accurate number of 2. They hold many conferences and concerts in
guests yet. this .

b. I don’t know exactly how many 3. At 1.00, we’re having a at
guests we will have. the hotel restaurant.

6. a. What is the budget for our event? 4. We have got a budget for a
dinner.
b. How much can we spend on the
event? 5. You must give me a list of the participants

7. a. They are going to set up the two weeks .
equipment today.
6. Group and individual will be
b. They are going to order the
equipment today. possible online from 22nd to 31st January

with a 10% discount.

7. You can use the to show

Tip! everyone a specific item on the screen.

Some words can be verbs and nouns. 8. Everyone was pleased with the event. It was
We’re going to display our products. (v)
It was an interesting display. (n) a big .
I can’t access the Internet right now. (v)
Have you got Internet access? (n) 8 Circle the TWO correct answers.

6 Listen and repeat the words in A. Then match 1. We bought new laser pointers / podiums /
menus for our annual conference.
the words in A to their definitions in B.
2. Have you set up the display /
A audio-visual equipment / details?

1. exhibition 5. podium 3. We’re going to have a catered event / budget /
buffet lunch.
2. menu 6. memorable
4. I’ll have access to the convention centre /
3. beverage 7. provide auditorium / success three hours in advance.

4. detail 8. take care of 5. It was a memorable registration / venue /
exhibition. Everyone is still talking about it.

B Your Turn
a. give, supply
b. list of items you can select Student A: You are a marketing manager at PMA
c. display Mobile Phones. You must find a venue for a
company event. Use the information on page 86
d. individual fact or item to discuss your requirements with an event
organiser.
e. drink
Student B: You organise events at the Central
f. remembered because it’s special Convention Centre. Ask questions about the
requested event to complete the form on page 95.
g. organise, manage

h. a small platform for a speaker to
stand on in order to be seen clearly

Writing Task, page 106 Workbook, page 16 31

8
Planning
Meetings

Getting Started: Vocabulary (page 120) 2 The Marketing Director (A) is

1 R ead two extracts from the Marketing dwiistchuhsesrinagssthisetaunptc(oBm). iLnigstceonntvoentthioen
dialogue and fill in the missing words.
Director’s diary. Then answer the
questions below.

Wednesday, 3rd March A: Let’s go over the programme so
you can take care of all the details.
10.00 am, conference room #3
Staff meeting with marketing managers:
• Discussion about new marketing region B: Sure, I’ll just get my 1. .

• Brainstorming session on new marketing A: OK. The doors open at 9.00 am.
strategies The reps are going to greet customers
and hand out name tags and brochures.

8.00 pm, Bluemoon Restaurant, VIP room B: OK. What’s next on the programme?
Business dinner with clients from Russia:
• Presentation of new product A: First, the CEO has got 15 minutes for
Notes: rS eeptsutpoworaierdnstatthioenemndeeotfinMgafrocrhn.ew his opening remarks, from 9.45.
Then there’s Adam’s 2.
at 10.00 – Robotic Technology News.

Thursday, 18th March B: How long is Adam’s presentation
11.00 am, conference room #2 supposed to be?
B•• oDD aiersdmcumosnesseitotrinantogion:nfionfannecwialpsroitduuactitosnto board
Nootfedsi:re Sfmocearttormukrpseidtq-inAugparrsittler–arltyuepdgdeieapstae. rttmeaemntomneneetwing A: About 45 minutes. Then we’ve got
3. for an open discussion,
and a 30-minute break.

B: That means the coffee break ends at 11.35.

A: Right. Next on the programme is the
presentation Unmanned Vehicles. It’s an
hour long plus 25 minutes for questions.

B: Alright. When is the 4. ?

A: From 1.00 to 2.00. After lunch, we’re giving a
demonstration of our new line of products.

B: OK. And what’s the closing session?

Tip! A: S trategies for the 5. . It’s
from 4.00 to 5.00.
A discussion is a serious talk about a topic.
A chat is a friendly informal conversation. 3 Practise the dialogue in Exercise 2 with a

1. What is first on the agenda for the staff partner. Pay attention to the expressions in
meeting with marketing managers? colour.

4 Read the dialogue in Exercise 2 again.
2. Where is the meeting with the Russian
clients going to take place? Then complete the agenda.

RFY Customer Convention – 12th November
3. What meeting is the Marketing Director
planning for the end of March? 09:00-09:45: 1.
2. : CEO’s Opening Remarks
10:00-10:45: 3.
4. What is going to be discussed at the board 4. : Open Discussion
meeting? 11:05-11:35: 5.
11:35-12:35: 6.
7. Questions and Answers
5. When is the quarterly department meeting 13:00-14:00: 8.
going to take place? 14:00-16:00: 9.
10. Closing Session: 11.


32

Working with Vocabulary

5 Listen and repeat the words and phrases. 7 Listen and repeat the types of meetings. Then

Then use them to complete the sentences. match each type of meeting to its function.
Type of Meeting
opening remarks w line of products w hand out 1. orientation meeting
closing session w board of directors 2. briefing meeting
name tag w attendance list 3. brainstorming session
4. staff meeting
1. We’ve added sandals to our 5. board meeting
for children.
Function
2. The CEO welcomed everyone to the . a. to make important decisions about the
convention in his direction of the company

3. I haven’t got the , b. to try to come up with creative ideas

so I don’t know who the participants are. c. to give instructions on a new project

4. In her , she thanked d. to discuss various work-related issues
with employees
the organisers of the conference for making
e. to give information about basic
it a big success. procedures to new employees

5. Please photocopy this page and
a copy to each

participant.

6. We give each of our clients a 8 Listen and repeat the words in colour. Then
to wear at our
complete their definitions.
conferences.

7. The decided that Jeff

Evans would be the new CEO. 1. daily: once a

6 Listen and repeat the words and phrases in A. 2. weekly: once a

Then match them to their definitions in B. 3. monthly: once a
A
1. conference call 4. quarterly: once in
2. summarise
3. free gift 5. annual / annually: once a
4. brochure
5. demonstration Your Turn

B L isten to Richard, the Marketing Director,
a. pamphlet opening a staff meeting, and circle the
correct answers.
b. give the main points 1. Thomas Cooper is a sales manager in the

c. explanation and exhibition of how southwest / northwest region.
something works 2. Leah Spencer is / isn’t a new employee.
3. Richard has got a board meeting /
d. linking of several phones or computers
in different places, so all users can conference call at 2.00 pm.
communicate simultaneously 4. The last board meeting was on 24th

e. item that is handed out by a company in June / July.
order to promote the company 5. Each member of staff is going to give a

report on sales in their region in the last
three months / year.
6. They are / aren’t going to discuss the

new brochures at the meeting.

33

Taking Minutes 1. The meeting took .
place on
Getting Started: Vocabulary (page 120) at the

1 R ead the minutes. Then complete the 2. didn’t attend the
meeting. took
sentences on the right. minutes.

Minutes of the Quarterly Sales Meeting 3. The participants examined the advantages
and disadvantages of
Date: 5th October, 2013 .
Time: 10.30 am – 1.00 pm
Location: J Taylor and Sons Head Offices 4. Sales figures haven’t changed since
Present: Sales and Marketing Department, .

Chief Financial Officer 5. The task of collecting from customers
cc list: CEO was assigned to the .
Absent: Jenny Dale
Minute Taker: Susan Rogers 6. The must analyse
Agenda:
1. A nalyse quarterly sales figures. the company’s training budgets by
2. D iscuss market research findings.
3. C larify the pros and cons of expanding the product line. .
Points made:
1. S ales figures – no change since last quarter. 2 Two sales team leaders (A and B) are talking
2. C ustomers want a larger selection of products, especially
about the process of taking minutes. Complete
for teenagers. the dialogue with the words below. Then listen
3. More pros than cons regarding expansion of product line. to the dialogue and check your answers.
Other issues raised: The need for additional sales reps and
better training, especially in the southern region. after w who w Thursday w everyone w make sure
Key decisions: Collect current purchasing information from
our major customers. A: I’ve been assigned the task of taking minutes
Objections: None at the meeting next 1. . I’ve

Action: never taken minutes.
TASK 1 Contact major customers to collect additional current
B: It’s not hard, but you have to come prepared.
purchasing information.
Assigned to: Sales and Marketing Director (Rick May) A: How do you prepare?
Time frame: 31st October
TASK 2 A nalyse ability to hire new sales reps and increase B: First, I read through the agenda carefully.
training budgets. I 2. I know what the
Assigned to: Chief Financial Officer (Dan Binder) objectives of the meeting are. That helps me
Time frame: 22nd October focus on what notes to take at the meeting.
Circulated: 6th October, 2013
A: What notes do you take?
Tip!
B: I don’t try to write everything down. You
When you cc people into should concentrate on the key decisions,
an e-mail, you send them a the actions and 3. is going to
copy of the correspondance.
The letters “cc” stand for do each task.
“carbon copy” – an old-
fashioned copying method. A: Got it. Anything else?

B: List the central issues that are raised. Also,
record any objections that are raised.

A: What do you do with the minutes
4. the meeting?

B: T ype up your notes soon after the meeting.
Then send them to the participants and
5. on the cc list.

3 Practise the dialogue in Exercise 2 with a

partner. Pay attention to the expressions
in colour.

34

8

4 Read the dialogue in Exercise 2 again. Tick 7 Listen and repeat the words and phrases in

the things that are advised. colour. Then circle the correct responses.
1. Type up the agenda for the meeting. 1. Were all the members of the team present?

2. Get ready for the meeting in advance. a. Yes, everyone was there.
b. Yes, everyone received a gift.
3. Understand the reasons for having the 2. Were there any objections to Kate’s plan?
meeting. a. No, everyone had lots of ideas.
b. No, everyone agreed to try it.
4. Try to write as much as possible. 3. Have they got a large selection of desks?
a. Yes, their prices are very high.
5. Type up the minutes a short time after b. Yes, they’ve got many different kinds.
the meeting. 4. Did the sale attract many customers?
a. Yes, there were a lot more customers
6. Send a copy of the minutes to the
people who were at the meeting or on than usual.
the cc list. b. Yes, the customers bought many things.
5. Did you take notes during the talk?
Working with Vocabulary a. Yes, I wrote a letter.
b. Yes, I wrote the main points.
5 Listen and repeat the words and phrases in A. 6. What is the time frame for this project?
a. We must be finished by Friday.
Then match them to their definitions in B. b. It starts in September.
7. Did they assign anyone to do this project?
A a. Yes, they’ve signed the contract.
b. Yes, Dean’s team is responsible for it.
1. task 5. major 8. Are there any issues regarding the new
marketing strategy?
2. objective 6. training a. Yes, there are some

3. focus 7. pros and cons problems.
b. Yes, it’s going well.
4. clarify

B
a. goal, purpose

b. teaching

c. advantages and disadvantages

d. concentrate

e. make sure something is clear

f. important, main

g. a job for someone to do

6 Listen and repeat the words and phrases in

colour. Then circle the correct answers.

1. Actions are things you ... .

a. understand b. do

2. To analyse an issue, you ... .

a. write about it b. study it carefully

3. A key decision ... .

a. will probably have a big effect

b. probably won’t have much effect

4. After the expansion of a product line,
it is ... .

a. bigger b. smaller Your Turn

5. When you are prepared for something, ... . Ask and answer questions with your partner to
complete the minutes from a team meeting that
a. you have cooked something was set up to plan the SLUCA 2014 Convention
and the SLUCA 2014 Convention programme.
b. you are ready for it Student A: Turn to page 86.
Student B: Turn to page 95.
6. I was absent from work because I was ... .

a. ill b. in a staff meeting

7. When you raise a topic, you want to ... it.

a. discuss b. cancel

Writing Task, page 107 Workbook, page 18 35

9
Organising
Exhibitions

Getting Started: Vocabulary (page 121)

1 R ead the invitation below. Then answer the questions on the right.

One Step Ahead 1. What is the topic of the exhibition?

Marketing Solutions 2014 2. When is the exhibition?

International Marketing Services Exhibition

INVITATION:
3. Where is it?
You are invited to exhibit at
One Step Ahead – Marketing Solutions 2014 4. What do you have to do in order
in Hong Kong.
The exhibition features the latest marketing to participate?
trends worldwide and attracts business
people from a wide variety of fields.
5. How can you contact the
Details: DSoInG’tNgeUtPleTftObDehAinYd!.
Dates: 2nd-5th February, 2014 exhibition manager?
Location: Agoda Convention Centre, Hong Kong
Exhibitors: Fill in the registration form and send it with
your deposit by 15th September, 2013 to: Lee Fong –
Exhibition Manager Tip!
10 Park Lane, Wan Chai, Hong Kong
Telephone: +852 2224 1122, Fax: +852 2224 1123, Hong Kong is situated on China’s
E-mail: [email protected] south coast. It is one of the world’s
leading financial centres. It was a
2 Two employees of a marketing company (A and B) are British colony until 1997.

pLilasntennintgoththeeir dcioamlopgauney’asnbdocoitrhclaettthheeceoxrhreibcittiaonns. wers.

A: We’re meeting the designer of our booth 3 Practise the dialogue in Exercise 2
1. today / tomorrow and we need to give him
specifications. with a partner. Pay attention to the
expressions in colour.
B: OK. Let’s make a list of the things we need.
A: First, we’ll need a big banner with the company 4 Read the dialogue in Exercise 2 again.

logo and slogan. Then complete the list below.

B: Right, and posters of our award-winning adverts Specifications for booth design:
around the booth. We’ll also need 2. two / three laptops
at the booth. • b anner with 1. and

A: What are we going to feature on the laptops? 2.

B: Video clips of some of our TV commercials • posters of 3. with samples
and 3. brochure / website designs, too. and
• two 4.
A: Nice. We’ll also need a stand for promotional of 5.
material.
6.
B: Yes, we’ll need a 4. big / huge stand for all the
pamphlets and catalogues. • 7 . for promotional

A: Where should we put the giveaways? material: 8. ,
B: They can go on the main stand with the rest
catalogues and 9.
of the promotional material.

A: But there won’t be enough space.

B: We can display a few giveaways on the stand and
we can store the rest 5. under / behind the table.

A: Good idea.

36

Working with Vocabulary

5 Listen and repeat. Then match the words to 7 Listen and repeat the words and phrases in

the items in the pictures. colour. Then circle the correct answers.
1. Have you seen / read this video clip? It’s great!
b 1. booth 4. pamphlet 2. There are many visitors here who work in the

2. banner 5. business card field of electronics / goods.
3. Can we see a sample of your name / artwork,
3. logo 6. slogan
please?
a
b 4. Award-winning films are usually famous / old.
c 5. There’s a lot of storage space in this book /

cupboard.

8 Listen and repeat the words. Then use them to

complete the sentences.

specifications w display w giveaways
deposit w feature w variety

1. We’ve got customers from a large
of businesses.

2. Companies sometimes offer
to attract customers.

3. Do you any diamonds in your
shop window?
d

4. The house was built according to the

architect’s .

5. You can give me a of

£1,000, and pay the rest when you receive the

e product.
f
6. This new city will eco-friendly
systems.

6 L isten and repeat the words and phrases in Your Turn

colour. Then choose TWO correct answers. An exhibit manager is talking on the phone to
a client. Listen to the conversation and number
1. A catalogue can include ... . the items in the order they are discussed.

a. prices b. contracts c. pictures a. how big Global Bookstore’s booth is
going to be
2. You use a stand to show your ... .
b. the number of parking places required
a. location b. products c. services for Global Bookstore

3. Promotional material can be ... . c. the type of books published by Global
Bookstore
a. projectors c. adverts
d. an invitation to phone with questions or
b. brochures other requirements

4. You can exhibit ... . e. the distance from the train
station to the exhibition
a. paintings b. issues c. machines

5. You store things ... .

a. in a warehouse c. in a lobby

b. on a computer

6. You often see commercials for ... .

a. teachers b. shops c. cars

7. You can sign up for a ... .

a. course b. convention c. hotel

8. Trends are ... .

a. procedures c. changes

b. developments

37

Attending Business Events

Getting Started: Vocabulary (page 121)

1 Read the memo. Then complete the sentences below.

Making Small Talk at Business Events

Small talk is an important skill in the world of business. By making
small talk at a business event, you can find out if a company is
well-established and if it has got the potential to become a valued
customer. We are always looking for ways to increase the company’s
business. The following ideas can help you achieve this goal:

coSntvaetrhrtseiantgion Hi, my name is ... . I represent ... . Getting
It’s a pleasure to meet you. more

information Do you serve the domestic
or international market?

Finding What do you do at ... ? Do you sell to the EU?
out about What department do you work in?
someone’s Ending
position the

That’s a rapidly-growing field. conversation
That’s a hot product now. Let’s exchange business cards.
Sinhtoewreinstg What’s the hardest part of your job?

I’ll give you a call next week.

When you make small talk, it’s very important to listen, too. Ask interesting and thoughtful
questions to make the conversation flow. Show interest by focusing on the person you’re
talking to, nodding your head, and adding “hmmm”s and “uh-huh”s at appropriate moments.

1. According to the memo, small talk 2 TLwisotevnistiototrhseatdaianloegxuhiebaitniodnf(ilAl and B) are making small talk.
is for business in the missing words.
people.
A: Hi, I’m Linda Robinson. I represent Cosmic Import &
2. Small talk can help Export.
how successful a business is.
B: 1. to meet you. I’m Jake West from Smart

3. The goal of small talk is to create Homes. We produce home automation systems.

more . A: It’s a 2. to meet you, Jake. I’ve read that

4. In order to ensure that a home automation is a rapidly-growing field. What do you
conversation flows, you should do at Smart Homes?

. B: I’m the 3. Manager. We’re looking for new
vendors.
5. In order to show your interest,
you should look at the person . A: I see. Which markets do you serve?
who’s talking and .
You can also say “uh-huh” and B: Currently, we only serve the domestic market, but we’re
“hmmm” when it’s about to enter the 4. market.

A: The European market is very hot right now.

Tip! B: Yes, we’re looking forward to expanding our business there.
There’s a lot of potential.
In different cultures, business people
greet each other differently, for A: Why don’t we exchange business cards? I’d like to send
example: some shake hands, some you some 5. about Cosmic Import & Export.
kiss and some bow.
B: Great. I’ll be 6. to have a look at it.

38

3 Practise the dialogue in Exercise 2 with a 9

partner. Pay attention to the expressions in 6 Listen and repeat the words and phrases in
colour.
colour. Then match A to B to form sentences.
4 Read the dialogue in Exercise 2 again. A
1. We hope to increase our business ...
Then write T (true) or F (false) next to the 2. Before you enter a market, ...
sentences. Correct the false sentences. 3. An important skill ...
1. Jake West’s company makes 4. A valued customer ...
5. I’ll give you a call so ...
smartphones. 6. An example of a rapidly-growing field ...
7. We exchanged business cards ...
2. Linda Robinson thinks that the types of
B
products made by Smart Homes are a. is learning how to make small talk.
becoming more and more popular. b. we can set a meeting soon.
c. is mobile phone applications.
3. Jake wants to find people interested in d. during a coffee break at the convention.
developing his products. e. by developing new products.
f. is important for your business.
4. Jake’s company sells its products in g. you must find out about your competitors.
many countries.
7 Listen and repeat the words and phrases in A.
5. Linda would like to do business with
Smart Homes. Then match them to their definitions in B.
A
1. age
Working with Vocabulary 2. nod
3. represent
5 Listen and repeat the words and phrases in 4. thoughtful
5. vendor
colour. Then tick the logical sentences. 6. body language
1. When you show interest in someone,
you want to know this person. B
2. A company with a lot of potential will a. act or speak officially for someone
probably be successful. b. move your head up and down
3. A well-established business is generally c. communication by movement, not words
a new business. d. how old someone is
4. You might need more workers if you e. attentive and considerate
expand your business. f. a business that sells products
5. A hot product is popular.
6. When you make small talk, you may Your Turn
discuss a serious family problem.
7. When a conversation flows, there are Imagine you are a businessperson at an
many moments of silence. exhibition. Make small talk with another
8. People want to achieve their goals. business person. Follow the chart on page 87
and act out the conversation.
Student A: You are the Marketing Manager at
H Toys. You are standing next to your company’s
booth.
Student B: You are the Purchasing Manager at
Cole Department Stores.

Writing Task, page 107 Workbook, page 20 39

10 Making Travel
Arrangements

Getting Started: Vocabulary (page 122)

1 R ead the e-mail.

Then complete Jill’s notes below..

Dear Jill, Tip!

As per our conversation yesterday, I would like to Car rental agencies classify cars
confirm the itinerary for your trip to Beijing with according to manual or automatic and
Adam Ford. I have booked two business class return according to size. Different agencies
tickets on direct flights. Please see the details below. classify cars differently:

Outbound flight: small: compact / economy
Flight number TA132 from London, Heathrow to BCIA medium: intermediate / mid-sized /
(Beijing Capital International Airport). Departure is on full-sized / standard
Sunday, 3rd March at 3.30 pm. Arrival is on Monday, large: luxury / premium
4th March at 8.00 am, local time.
2 TtrhaeveCl EaOge’snpt e(Ars).oLniaslteansstiosttahnet (dBi)ailsogcualelinagnda
Inbound flight:
Flight number TA145 from BCIA to London, circle the correct answers.
Heathrow. Departure is on Sunday, 10th March at A: Hello, Fast Air Reservations, Charlie
11.00 am. Arrival is on 10th March at 11.00 pm.
speaking. May I help you?
As requested, I’ve also organised rental of an
intermediate class car (automatic) for the week of B: Yes, I made a reservation for our CEO on
your trip. The car will be waiting for you at Check 20th July. However, I need to 1. change /
Cars at the airport. The drop-off point will be there, cancel the reservation.
too. Insurance and unlimited mileage are included.
Please send me a copy of your driving licence. A: Alright. May I have the passenger’s name
and flight number, please?
Your e-tickets and rental car voucher are attached.
If you need anything else for your trip, please let me B: Yes, it’s Leo Hunter, flight number 2. SA927 /
know. Thank you for choosing Tim’s Travel. CA927.

Sincerely, A: That’s the direct flight to 3. Mumbai / Tokyo.
B: That’s right. Mr Hunter would prefer to fly on
Ronald Peters
21st July.
Tim’s Travel
A: I ’m afraid business class is fully booked. I
Business Trip – Adam and Me can offer him a seat in economy class or
Flights place him on the waiting list.
Flight to Beijing: number 1.
London, Heathrow to: 2. B: Is there a flight on 22nd July?
Departure date and time: 3. A: T he direct flight on 22nd July has been
Arrival date and time: 4.
Flight to London: number 5. cancelled, but there are seats in business
6. to: 7. class on a flight going via Hong Kong.
Departure date and time: 8.
B: OK, I’ll take that.
Arrival date and time: 9. A: Fine. That’s flight number GIA604 to Tokyo

Car 13. Unlimited mileage on 22nd July at 4. 2.50 / 2.55 am.
Type and size of car: 10.
Rental agency: 11. B: Can I get the seat assignment now?
A: Sure. It’s 5. 7A / 70A. I’ll send you the
Includes: 12. Insurance
e-ticket shortly. Remember that check-in is
two hours before the flight.

Tip!

There are different types of airline
tickets: business, economy and first
class. Do you know which is the most
expensive one?

40

3 Practise the dialogue in Exercise 2 with a partner. 7 Listen and repeat the words and phrases.

Pay attention to the expressions in colour. Then use them to complete the sentences.

4 Read the dialogue in Exercise 2 again and passengers w rent a car w seat assignment
overweight luggage w drop off w driving licence
answer the questions. unlimited mileage w insurance
1. Which travel agent does Mr Hunter’s personal
1. We’re planning to and
assistant call? drive from Rome to Milan.

2. Why doesn’t she book the flight on 21st July? 2. T his car is big enough for six
.
3. Where is Mr Hunter’s flight going to stop on its
3. You must have a in
way to Tokyo? order to drive a car.

4. When does he have to be at the airport? 4. means you can drive

as many kilometres as you want without
Working with Vocabulary
additional charges.
5 Listen and repeat the words and phrases in
5. Don’t forget to weigh your suitcases before
colour. Then tick the pairs of sentences with
similar meaning. you leave home. You don’t want to be
1. a. Departure is at 23:15.
b. The plane lands at 23:15. charged for !
2. a. Our flight to Oslo goes via Munich.
b. T here’s a stopover in Munich on the 6. You must get suitable
before you travel – for medical problems and
way to Oslo. for your luggage.
3. a. I ’ve booked a return ticket to Rome.
b. I’ ve got a one-way ticket to Rome. 7. My on the flight is 17C.
4. a. It’s a direct flight from London to
8. I’m going to the car at
Los Angeles.
b. W e take off from London and fly all the the same place that I pick it up.

way to Los Angeles. Your Turn
5. a. The flight is fully booked, but more
D ave is talking on the phone to a clerk at a car
people want to get on the flight. rental agency. Listen to the conversation and fill
b. There are no seats available on the in the invoice.
flight, but there is a waiting list.
6. a. Our outbound flight lands at 2.00 am. JASON CAR RENTALS Invoice # 103692
b. Arrival is at 2.00 am.
7. a. My flight was delayed by an hour. Name of Customer: 1.
b. My flight was cancelled.
8. a. According to my voucher, the flight Address: 2.

back home is at 3.00 pm. 3.Type of car:
b. A ccording to my e-ticket, my
compact intermediate luxury
inbound flight is at 3.00 pm.
Pick up: Date: 4. Time: 5.
6 Listen and repeat the words and phrases in Place: Orly Airport in Paris

colour. Then tick the logical sentences. Drop off: D ate: 6. Time: 11.15
1. You can make a reservation for a flight Place: 7. credit card

months in advance. Number of drivers: 8.
2. You go to the gate to get on the plane. 9.Payment method:
3. Your itinerary includes the items you’re
cash cheque
going to pack. Price for rental: 10.
4. I showed my passport at the check-in desk.
5. You only show your boarding pass when Price for extra: €56 (GPS)
Total: 11.
you get off the plane.

41

Booking Hotels and Restaurants

Getting Started: Vocabulary (page 122) 3 The Financial Director’s personal assistant (A)

1 R ead the advert. Then look at a company’s is talking to a reservations clerk at a hotel (B).
Complete the dialogue with the words below.
requirements below and copy the phrases Then listen to the dialogue and check your
from the advert that show the hotel can answers.
satisfy these requirements.
C hinese w January w night w seats w dates
HONG KONG PORT VIEW
Five Star Hotel quotes
A: H ello, I’m calling from BH Import & Export.

We’re checking out different hotels for a
business trip from 17th till 19th of
1. .

B: How many people are we talking about?

A: A party of 12, and we’d like 12 executive suites.

Special Business Deal B: Let me check our vacancies. Yes, we’ve got
Our facilities will make your business trip 12 executive suites for single occupancy on
a comfortable and successful experience.
those 2. .

What do we offer our guests? A: Good. What are your rates?
• a central location
• 275 luxurious executive suites B: It’s £150 per 3. for each room,
• r ooms equipped with high-speed Wi-Fi
• several conference rooms for presentations and half board. Would you like me to book the

meetings rooms?
• room service 24 hours a day
• transfer to and from the airport A: Not yet. First, I’d like to get 4.
• business centre for printing and faxing from another two or three hotels.
• fitness centre, swimming pool and spa
• three restaurants offering local and international B: I understand, sir.

cuisine prepared by top chefs A: I’d also like to know if we can book a private
room for the 12 of us at the hotel restaurant
for business dinners on both evenings?

Rates per Night B: Yes, you can. Our Tulip Room
5. 12. It’s very elegant, with a
pleasant atmosphere for business dinners.

*Executive Single Double A: W hat type of cuisine do you serve?
Suite Rates Occupancy Occupancy
Low season B: We serve 6. , Japanese and
(January – April)
High season €140 €180 Thai food. Our head chef is from Thailand.
(May – December)
€180 €220 A: Lovely. Thank you for your assistance.

* All suites non-smoking 4 Practise the dialogue in Exercise 3 with a partner.

977 Lake Road, Hong Kong, Tel: +852 2270 2797 Pay attention to the expressions in colour.

Company’s Requirements: 5 Read the dialogue in Exercise 3 again. Then read
1. The hotel must be located in the centre.
the false sentences below and correct them.
2. The rooms must have access to Wi-Fi. 1. The business trip is four days long.

3. T he company needs a place for business meetings.

4. The hotel must have exercise facilities. 2. The party of business people want executive
suites with double occupancy.

2 The company needs three executive suites with

single occupancy for four nights in September. 3. The rooms offered cost £150 per night without
Its budget for these hotel reservations is €1,800. breakfast.
Is the hotel in the advert suitable?


4. The personal assistant wants to book rooms
at a few hotels.



5. The business people want to have lunch
together at the hotel restaurant.



42

10

Working with Vocabulary

6 Listen and repeat the words and phrases in 8 Listen and repeat the words and phrases in

colour. Then choose TWO correct answers. colour. Then write T (true) or F (false) next to the
sentences.
1. A business centre will probably have a … .
1. I f we go on holiday during low season,
a. secretary c. spa it’ll be more expensive than during
high season.
b. photocopier
2. An executive suite is usually used by
2. Hotel facilities may include … . business people.

a a waiter c. laundry service 3. A standard room is more elegant than a
luxury suite.
b. a bar
4. A single room is for one person and a
3. A chef … . double room is for two people.

a. creates recipes 5. If you choose full board, you get three
meals a day. If you choose half board, you
b. supervises meal preparation don’t receive any meals.

c. serves meals

4. If a guest orders room service, the guest
may want … .

a. a meal c. a drink 9 Complete the sentences with words and

b. another room phrases from Exercises 6, 7 and 8.

5. A fitness centre has often got … . 1. “I’ll be staying at the hotel alone, so I’d like to

a. a kitchen c. a swimming pool book a ,” said Brian to the

b. exercise machines reservations clerk.

7 Listen and repeat the words in A. Then match 2. “There are always more vacancies during
,” the hotel manager said.
the words in A to their definitions in B.
3. “Please send this fax for me,” Mr Wilson
A requested of the secretary at the hotel
.
1. luxurious 5. bill
4. “ We’d like to book a table at the restaurant this
2. party 6. non-smoking evening. We’re a of 10 adults

3. cuisine 7. vacancy and four children,” said Sandra.

4. tip 5. “My kitchen prepares Indian ,”
explained the head .
B
a. a style of cooking 6. “Of course a luxury suite is much more
b. very comfortable, elegant or enjoyable
c. an available room than a ,”
d. indicating smoking isn’t allowed
e. invoice explained the hotel receptionist.
f. a group of people doing something together
g. extra money paid to thank 7. “We’re ready to go. Can you please bring us
our ?” requested Sharon of
a person for giving a service her at the restaurant.

8. You can get a great massage at the hotel

, and there’s also a large

outdoor !

Tip! Your Turn

Some words have got more than Student A: You call the Jenson Hotel to ask about
one meaning, like tip and party. the following:
1. room rates
Read this helpful tip. 2. check-in and check-out times
Don’t forget to leave the waiter 3. if the hotel has got a restaurant with a
a tip.
vegetarian menu
I’m having a birthday party.
I’d like to book a table for Use the information on page 87 and the
a party of 20. reservation form to book your reservation.

How do you say each of Student B: You are a reservations clerk at the
these words in your Jenson Hotel. Use the information on page 96 to
language? answer the customer’s questions. Then complete
the reservation form.

Writing Task, page 108 Workbook, page 22 43

11
Time Clock
Regulations

Getting Started: Vocabulary (page 123)

1 R ead the FAQs (Frequently Asked Questions) page.
correct the sentences on the
Then right.

FAQs Holiday and Sick Leave at ynamic

Q: How much holiday leave does an employee receive? 1. Employees get three weeks of holiday leave
every year.
A: Employees who work a 5-day week receive 28 days paid
annual holiday leave.

Q: How do employees submit a request for holiday leave? 2. An employer must give leave at any time an
employee requests it.
A: The employee must give written notice.

Q: Can the employer refuse to give leave?
3. An employee who has got a week’s leave left
A: The employer may restrict when leave can be taken, for from the previous year can take it this year.
example at certain busy periods, but can’t refuse to let
workers take any leave at all.

Q: Can an employee carry over leave from year to year? 4. An employee must bring a doctor’s note if
he / she is ill for over a day.
A: If an employee has not taken the amount of annual leave
he / she is entitled to, the employee will be able to carry
over a maximum of five days to the following year.
5. An employee gets paid when taking leave
Q: How many sick days is an employee allowed to take? for a sick child.

A: Twelve days.

Q: Does the employee have to provide a doctor’s note to
the employer for sick leave?

A: An employee who is on sick leave for three consecutive
days or more must provide a sick note signed by a
doctor.

Q: Can an employee take leave for a sick child?

A: Employees are entitled to five days of unpaid leave to
attend to family matters.

2 The HR Director (A) is reviewing regulations with an employee in the
department (lBis).teCnomtopltehtee dthiaeldoigauloegaunedwcithhecthkeywouorrdasnsawnderpsh. rases
below. Then

right w keep track of w long w instructions w ask R&ADllan Kim ynamic

A: Carrie, let’s go over the company’s time clock regulations. You’ll need to
give these 1. to the new employees tomorrow.

B: I should instruct them to clock in when they arrive and clock out when they
leave by swiping their card through the card reader. Isn’t that 2. ?

A: Y es, but you should also warn them that they must never swipe their co-workers’
card for them!

B: You mean if colleagues 3. you to clock in or out for them for some
reason, you mustn’t do it.

A: Exactly. We need to know each employee’s work hours. In addition, we use the
card reader to 4. employees for security reasons.

B: I understand. What happens if an employee forgets his or her swipe card or loses it?

A: T he employee must notify his or her manager immediately.

B: I see.

A: Carrie, we’ve got a 5. list of regulations to go over – working overtime,

maternity leave, sick leave. Do you want to get some coffee before we continue?

44

3 Practise the dialogue in Exercise 2 with a partner. 7 Listen and repeat the words and phrases in

Pay attention to the expressions in colour. colour. Then match A to B to form sentences.
A
4 Read the dialogue in Exercise 2 again and . 1. I must take time off next week ...
. 2. You must give written notice to ...
complete the sentences. 3. According to our company’s regulations, ...
1. Employees must clock in when they 4. Did your supervisor approve your request ...
5. Are you entitled to ...
.
2. Employees must clock out when they B
a. s ubmit a request for holiday leave.
. b. or did she reject it?
3. The card reader records the c. to attend to some urgent family matters.
4. Employees who lose their swipe card must d. 28 consecutive days of paid annual leave?
e. you can carry over nine days of holiday
5. The HR Director suggests leave from year to year.
before going over the rest of the time clock
regulations. Tip!

Working with Vocabulary A phrasal verb is a verb that is followed by one or
more particles. The meaning of the phrasal verb is
5 Listen and repeat the words and phrases in different from the meaning of the verb alone.
You cannot carry over leave from year to year.
colour. Then tick the logical sentences. Let’s go over the regulations.
1. A part-time employee works more hours
8 Complete the sentences with words and
than a full-time employee.
2. A busy period is a time when there isn’t phrases from Exercises 5, 6 and 7.

much work. 1. I didn’t swipe my card this morning because
the wasn’t working.
3. Your co-workers are the people that you
work with. 2. It’s a very in the

4. Employees go to work when they take warehouse right now. We need you to work
holiday leave.
this week.
5. If you take a week of unpaid leave, you
will not get a salary for that week. 3. Are we entitled to any sick

6. An employee clocks in when arriving at
work and clocks out when leaving work.

6 Listen and repeat the words and phrases. Then days from one year to the next?

use them to complete the mini-dialogues. 4. Can the manager to give me
unpaid leave?
sick note w maternity leave w refuse
swipe your card w sick leave w card reader 5. I took a few days of unpaid leave last week to
restrict w overtime some personal issues.

1. A: Do you often work ? 6. I submitted a request to take time off. I hope my

B: Yes, I usually stay an extra hour. supervisor doesn’t my request.

2. A: Alicia is having a baby in the spring. Your Turn

B: When is she going on ? L isten to a conversation between a company’s
Shipping Manager and one of his employees.
3. A: John was ill last week. He was on Circle the correct answers.
for four days. 1. Ruby would like to take a one-month /

B: Did he bring a from his two-week holiday.
doctor? 2. Ruby submits her request less than /

4. A: How do you clock in? more than a month in advance.
3. There is / isn’t a lot of work at the company
B: You through the
desk. . It’s next to the reception right now.
4. From next month, Anne / Daniel isn’t going to
5. A: The company can’t to
give you holiday leave! work at the company any more.
5. Mr Jones approves / rejects Ruby’s request.
B: That’s true, but they can
when you can take it.

45

Security in the Workplace

Getting Started: Vocabulary (page 123)

1 R ead the security tips. Then write T (true), F (false) or

DS (doesn’t say) next to the sentences on the right.

Security Tips 1. All employees must be able to enter all
areas of the business premises.
for Office Managers
2. Visitors must wait for an employee to
Access: All employees should have entry cards. The business accompany them within the premises.
should control which areas in its premises each card can
access. Allow total access to as few employees as possible. 3. The CCTV surveillance system watches
who enters and leaves the premises.
Reception: All visitors should be received by a receptionist
and questioned about the purpose of their visit. Do not leave 4. The alarm system will notify the
the reception area unattended at any time. authorities of break-ins.

CCTV Surveillance System: Install a security camera system 5. There is no need for lighting outside the
to monitor and record people entering and leaving the office. building.

Alarm System: Install a good alarm system that will alert the 6. Anti-virus software should be updated
authorities if there is a break-in. at least every year.

Lighting: Install adequate lighting in car parks, staircases 7. Confidential documents must only be
and corridors. shredded on company premises.

Computers: Invest in anti-virus software and firewalls to 8. Teach employees how to use security
protect computers from viruses and hacking. equipment and tell them to report
suspicious activity in the workplace.
Confidential Documents: Make sure confidential documents
are locked in a secure place. They should be shredded when
no longer needed.

Training: Make sure your employees are trained to use
security equipment and follow procedures. Instruct them to
report any suspicious activity.

2 The Head of Security (A) is explaining security Tip!

procedures to a new employee (B). Listen to the A security camera is also called a
dialogue and fill in the missing words. CCTV = closed circuit television.

A: As you see, we’ve got a fingerprint scanner instead 3 Practise the dialogue in Exercise 2 with a
of a card reader. You press “in” when you enter
and “out” when you leave, then press your finger partner. Pay attention to the expressions
on the scanner. in colour.

B: OK. I’ll remember that. 4 Read the dialogue in Exercise 2 again.

A: Now let’s go over security issues in your Then answer the questions.
1. . Here’s the key to your locker. 1. What is the first thing employees must

B: Nice! I’ve got a locker for my personal belongings. do when they arrive at work?

A: Yes, always keep your purse and other valuables 2. Where do employees put their personal
in your locker and not on your 2. .
belongings?
B: I’ll make sure to do that.
3. What should an employee do at the end
A: Also, don’t leave papers on the desk when you
leave the office. We have a “clean-desk” policy. of the day? List three things.
1.
B: Do you mean at the end of the 3. ? 2.
3.
A: Yes, not every time you leave your office for a
few minutes.

B: I suppose I should also log off the computer when I
leave.

A: Of course. You don’t want anyone to see your
computer 4. . Remember to also

lock all office doors, 5. , drawers

and file cabinets.

46

11

Working with Vocabulary

5 Listen and repeat the words and phrases in A. 7 L isten and repeat the words and phrases. Then

Then match them to their definitions in B. use them to complete the mini-dialogues.

A security guard w lock w safety w question
key w surveillance system w valuables
1. software 6. hacking

2. install 7. monitor 1. A: Please the door with
your .
3. security camera 8. premises
B: Have you lost yours?
4. personal belongings 9. suspicious

5. viruses 10. protect 2. A: Did you the employees in

B your department about the missing items?
a. accessing a computer network illegally
b. keep safe B: No, I didn’t – all the items were found in
c. things that damage computers the conference room.

d. a person’s private things 3. A: Is there a place in the building to keep my
e. programs used by computers ?
f. watch
g. a company’s buildings and land B: Let’s ask the . He’ll know.

h. put in 4. A: How do you ensure your employees’
?
i. seems to be dishonest or illegal
j. a machine that records what it sees B: W e installed an excellent
for the entire building.

Tip! 8 The words in bold are in the wrong sentences.

Some words have got new meanings in the field Write the words next to the correct sentences.
of technology: 1. You should lock your security cameras in the

virus • mouse • window • bug • surf cupboard.
2. The security guards alert the company
What are their old meanings and new meanings?
premises.
3. Several keys have damaged my computer.

6 Listen and repeat the words in colour. Then 4. There are two firewalls next to the entrance
of the building.
decide if the pairs of sentences have got the
same meaning. Write S (same) or D (different). 5. You should install these viruses on your
computer for safety purposes.
1. a. Employees must accompany their
visitors on company premises. 6. Does the alarm system question the police
when there’s a break-in?
b. Employees must offer assistance to
visitors on company premises. 7. Where are the valuables to the conference
room and the stockroom?
2. a. The receptionist left the reception
desk unattended. 8. There’s an unfamiliar man walking around the
lobby. A security guard should protect him.
b. There was no one at the reception
desk. Your Turn

3. a. Those men are unfamiliar to me. Ask and answer questions to
b. I recognise those men. complete the notes and compare
work regulations at your workplace
4. a. The car park has got sufficient with your partner’s workplace.
lighting. Student A: Turn to page 88.
Student B: Turn to page 97.
b. The car park has got a firewall.
5. a. What is the purpose of the anti-virus
software?

b. What is the reason for installing these
computer programs?

6. a. The alarm system rings loudly when
there’s a break-in.

b. The alarm system alerts us when
someone accesses the premises
illegally.

Workbook, page 24 47

12 Customer
Service

Getting Started: Vocabulary (page 124)

1 R ead the e-mail. Then complete the

sentences on the right.

To all Customer Service Representatives, Tip!

Lately, I have received complaints from customers When dealing with customer complaints, try
who were dissatisfied with our service. I’d like to put yourself in the customers’ place. The
to remind you that customer service affects our customers need to feel you’re on their side and
company’s reputation in the long run. Therefore, that you empathise with them.
we must keep our customers satisfied. Here are
a few reminders of how to deal with enquiries or 1. Customers have recently
complaints. about the service they received from the
company.
1. Greet each customer in a friendly manner. Treat
the customer respectfully. 2. The company may lose money one day

2. Listen carefully and ask questions to understand because of a bad .
the customer’s problems and needs.
3. It’s important to be and
3. Apologise when necessary. Don’t argue with the behave to customers.
customer and always speak calmly.
4. Ask the customer questions to find out
4. Try to think of a solution that satisfies the .
customer. Depending on the situation, offer a
refund, replacement or gift. 5. You argue with the
customer.
5. Assure the customer that you will solve his or
her problem. Use phrases like “I’ll see what can 6. Try to think of a for each
be done” and “I will keep you updated”. problem.

6. Keep promises and follow up to check that 7. that all problems are really
problems are solved. resolved at the end.

Tina Logan
Head of Customer Service

2 The Head of Customer Service (A) is talking to a Customer Service Representative (B).

Listen to the dialogue and fill in the missing words.

A: Hello, Cathy. Come in and take a B: That was the 4. call of the
1. , please. day. I was really exhausted.

B: Hello, Ms Butler. You wanted to see me. A: That’s no reason to be rude to a customer.
A: Y es. I’m afraid there have been complaints B: I’m sorry, Ms Butler. It won’t happen

from customers about you. 5. .
B: Really?
A: First, I received a call from a Mr Jones. He A: I certainly hope not. Cathy, we’re generally
happy with your work. But, you must handle
complained about not getting a chance to customer complaints professionally.
explain his problem. You 2.
his call and he was disconnected. B: OK. Thank you, Ms Butler. I’ll do my
6. .

B: I’m really sorry about that. We were getting 3 Practise the dialogue in Exercise 2 with a
so many calls at that time.

A: O K, but that’s no excuse. There’s another partner. Pay attention to the expressions in
3. from a Mrs Terry. According to colour.

her, you were very impatient and you interrupted
her while she was explaining her problem.

48

4 Read the dialogue in Exercise 2 again. Then 7 Listen and repeat the words and phrases.

tick the correct sentences below. There is Then use them to complete the sentences.
more than one correct answer.
1. Customers complained that Cathy ... . a rgue w enquiries w reputation w keep a promise
a. didn’t allow them to explain their treat w in the long run w solve w assure

problems 1. That company has got a bad
b. didn’t transfer their calls properly because of its
c. interrupted them
d. argued with them unhelpful customer service.
2. Cathy explained to her supervisor that ... .
a. she is always polite 2. You mustn’t with
b. there is a lot of work
c. she gets tired customers. Stay calm and professional.
d. she isn’t happy at work
3. There have been many
this week about our new XY20 phone. People
want to know when it’ll be in the market.

4. We must all our

customers with respect and always speak

politely.

5. I hope we made a good decision, but we’ll only

Working with Vocabulary know the answer .

6. Did you the customer

5 L isten and repeat the words in colour. Then tick that she would get the delivery by Tuesday?

the sentences that relate to good customer 7. It isn’t always easy to
service. problems, but we try to find good solutions.

1. The customers are satisfied with the 8. You must that you
service they receive.
make to a customer if you want the customer
2. The reps are often rude to customers.
3. The reps respond calmly to customers’ to be satisfied.

complaints. Your Turn

4. The reps are usually impatient. Two Customer Service Representatives at
5. The reps always speak respectfully to Lloyds’ Office Equipment receive complaints
on the phone. Listen and complete the forms
the customers. below.

6. The reps always greet customers
politely.

6 Listen and repeat the words in A. Then match 1. Complaint received 1.
by:
the words in A to their definitions in B. Mrs Jackson /
Customer’s name /
A company: 2.

1. remind 5. deal with Description of 3.
complaint:
2. refund 6. dissatisfied in new photocopier
Action taken:
3. replacement 7. exhausted Transferred customer to

4.

4. manner 8. apologise

B 2. Complaint received 5.
a. the way something is done by:
6. /
b. very tired Customer’s name /
company: Harford College

c. substitution Description of Received 7.
complaint:
d. cause someone to remember filing cabinets instead of

e. handle 8.

f. say you’re sorry Action taken: Correct order to be sent by
9. and
g. unhappy
incorrect order to be
h. the return of money 10. then.

49

Handling Complaints

Getting Started: Vocabulary (page 124)

1 R ead the letter. Then answer the questions below.

Ellen Gill 2 The Director of Customer Service (A) is
123 Hill Road discussing a complaint with a customer (B).
Birmingham B56 Complete the dialogue with the words below.
25th July, 2013 Then listen to the dialogue and check your
answers.
Dear Ms Phillips,
FtSooulngloiHvweoitndegeltioanuilRrshtoeofldemepyshfcoronomempco9lantihvnettoras1bat6oituohtnJmyueylysft,ae2mr0d1ial3yy.,’sIhaomlidwaryitaint g a ssist w may w soon w goods w manager

A: Hello, Stradford Antique Company, Amy Kim
speaking. How 1. I help you?

Wypfuntscoohmrlnoeoueuecissersrbro-eeeelobmsldn.etworTtadoffkehoeorcedoerrrhadetftiuccancwtpcurbihoergrtoloem.hetaabId.erh’mimTelanoebhtysolmtreasioeddifnsbcaarashaeiwtmyoriiuc-nodtiaocrthneeuohktr,.henosottAee.fdhuhlMtiohegetthhfiohohroeoatoronSeeurottouelogemowrnwvchTmwehsaaotrnwtsah,sueitsencrwerhsavorhaeeeleatnorprfssaetdtywrmeteottolraoibahmlilrssdlllenleemlsaa!emriukonnIiinnpen.oddgpgmiatmodipswtsdaoeiaindodtseliloywana, s B: Hello, this is Mikhail Romanov from Moscow
Antiques. I’m afraid I’ve got a very serious
complaint. That’s why I asked to be
transferred to you.

A: I see. What is the matter, Mr Romanov?

B: All the 2. you sent us are

damaged! The container must have been

dropped because all the items are broken!

Icbofreomeclphteuhnraestaawtnioednaw,rseeindwcueeerietavffaeuirlllyerddeiftsuoanmpdpefoeoitnr ttthehdeis.dhIelooslcoidrkiapfyto,iorawnsawinrdetlhtloeas A: I apologise most sincerely, Mr Romanov.
hearing from you within the next two weeks. We value you as a customer. I will talk
to the 3. of the Export

Department, Mr Clark, to see how we can

4. you.

Yours sincerely, B: What can you do? We’ll have to make
a claim. Nothing can be repaired. This
Ellen Gill Tip! will have serious consequences for our
business.
We additioovn
use connectors of such A: I ’m sure we’ll find a way to compensate
you for the inconvenience.
as moreover, furthermore, in addition

and as well as when introducing more B: I hope so. I look forward to hearing from

similar ideas. you very 5. .

In addition, there were problems with A: I ’ll be in touch with you, Mr Romanov,
in the next few hours.
the hot water.

1. Why does Ellen Gill write the letter? 3 Practise the dialogue in Exercise 2 with a

2. Why was she dissatisfied with the rooms? partner. Pay attention to the expressions
in colour.
Find five reasons.
1. 4 Read the dialogue in Exercise 2 again
2.
3. and complete the complaint form.
4.
5. COMPLAINT FORM
3. What other problem was there at the hotel?
Stradford Antique Company
4. What is Ellen Gill requesting from SunTours?
Customer’s name: 1.
Customer’s company: 2.
Complaint received by: 3.
Description of complaint: 4.

Action taken: 5.

50