Vocat Bus_Admin SB

Writing Guide

Contents

Unit 1: Page
102
A business card
An e-mail introducing yourself 103
Unit 2:
105
An e-mail requesting a quote 106
An e-mail providing a quote
Unit 5: 107
107
An e-mail dealing with shipping arrangements 108
Unit 7: 108

An e-mail requesting a meeting 109
An e-mail accepting an invitation to a meeting 110
Unit 8: 110
111
An e-mail cancelling and rescheduling a meeting 111
Unit 9: 112

A leaflet for an exhibition
Unit 10:

An itinerary for a trip
Unit 12:

A letter of complaint
A response to a letter of complaint
Unit 13:

A product description
Unit 14:

A marketing report
Unit 17:

A job advert
Unit 18:

An e-mail congratulating a colleague
Unit 19:

An e-mail requesting job information
Unit 20:

A letter of recommendation

Writing Guide

1 A business card

1 Read the business card and answer the questions.

Kenilworth
Cosmetics

Lucinda Chambers
Financial Director

42 Bridge Street, Meadowfield, England
Office tel: 01632-960123  Mobile: 07700-900123
E-mail: [email protected]

1. Whose business card is this?
2. What is her position?
3. What is her phone number at work?
4. Where is her office?

2 Write a business card. Use the Writing Plan on page 86 of the Workbook.

1 An e-mail introducing yourself

1 Read the e-mail and answer the questions.

To: All Employees
From: Roger Morton
Subject: Nice to meet you
Hello everyone,
My name is Roger Morton and I am the new Director of Human Resources.
I’m from Lincoln and my previous job was Director of Human Resources
at Young’s Department Store. I managed the HR Department there for
six years. I’m very excited about moving to York and coming to work at
Millhouse. I am looking forward to meeting and working with all of you.
Best wishes,
Roger

1. Who is the e-mail to?
2. What is Roger’s position?
3. Where does he come from?
4. Where did Roger work before and for how long?

2 Write an e-mail introducing yourself as a new employee. Use the Writing Plan and the Useful Language

on page 87 of the Workbook.

102

Writing Guide WRITING GUIDE

2 An e-mail requesting a quote

1 Read the e-mail requesting a quote and answer the questions.

To: [email protected]
From: [email protected]
Subject: Quote for Office Equipment
Dear Mr Carter,
Our company is looking for reliable suppliers of office equipment. We would be
grateful if you could send us a quote for the items listed below:
1 colour photocopier
1 black-and-white photocopier
2 projectors
1 shredder
10 boxes of paper for printer
25 packets of large writing pads
10 packets of large envelopes
8 large staplers
Our payment terms are 30 days after delivery date. In general, we are interested
in express deliveries. Please note that the delivery date must be no later than
Wednesday, 2nd May.
Regards,
Daniella Ellis
Head of Administration

1. Who is the e-mail to?
2. Who is it from?
3. Which sentence states the request?

4. What additional information does the writer include?


2 Write an e-mail requesting a quote for at least five items. Use the Writing Plan and the Useful

Language on page 88 of the Workbook.

103

Writing Guide

2 An e-mail providing a quote

1 Read the e-mail providing a quote and answer the questions.

To: [email protected]
From: [email protected]
Subject: Quote for Office Equipment
Dear Ms Ellis,
Thank you for your recent request regarding prices for office equipment. Our prices are as
follows:
1 colour photocopier – £7,500
1 black and white photocopier – £5,500
2 projectors – £1,070
1 shredder – £180
10 boxes of paper for printer – £45
25 packets of large writing pads – £25
10 packets of large envelopes – £9
8 large staplers – £27
As a new customer, we are offering you a discount of 10% on these prices. The goods will
be sent to your offices by express delivery, as requested. The payment terms outlined in
your request for a quote are acceptable to us. If you confirm your order within the next 48
hours, we will be able to send the goods on Monday, 30th April.
We look forward to doing business with you.
Sincerely,
Paul Carter
1. What is the purpose of the letter?
2. Have the two companies done business before?
3. What discount is offered?
4. What must Ms Ellis do in order to get the items requested on Monday, 30th April?


2 Write an e-mail providing a quote for office equipment. Use the Writing Plan and the Useful Language

on page 89 of the Workbook.

104

Writing Guide WRITING GUIDE

5 An e-mail dealing with shipping arrangements

1 Read the e-mail dealing with shipping arrangements and answer the questions.

To: Maggie Tyler
From: Tim Gilbert
Subject: Our shipment to Singapore – 2891/53
Dear Mrs Tyler,
As you know, your company has arranged the shipping of one container from Harwich
to Singapore for our company. According to the shipping documents, the container
was sent on 7th June on the vessel Valiant. The estimated time of arrival in the port of
discharge was 19th July. However, it is now 22nd July and our clients have not received
the container.
The shipping of this container is part of a very important contract for our company and
we could lose a lot of business as a result of this delay.
Please look into the problem immediately to ensure there is no further delay. Looking
forward to hearing from you soon.
Thanking you in advance,
Tim Gilbert
Head of Shipping
Whizz Electronics
1. When did the shipment leave Harwich?
2. Which ship was it on?
3. What is the problem with the shipment?
4. Why is the problem very serious?

2 Write an e-mail about shipping arrangements. Use the Writing Plan and the Useful Language on page 90

of the Workbook.

105

Writing Guide

7 An e-mail requesting a meeting

1 Read the e-mail requesting a meeting and answer the questions.

To: Finance Department, Head of Sales, Head of Marketing
From: Millie Gordon
Subject: Meeting – 17th August
I would like to schedule a meeting to discuss our end-of-year report. I’d like to hold the
meeting in the conference room on Wednesday, 17th August, from 14:00 till 16:00. Make
sure to come well-prepared with all the relevant data on your projects. I hope the time is
convenient for you all. Please confirm your participation or let me know if there are any
problems.
Regards,
Millie Gordon
Director of Finance

1. What is the topic of the meeting?
2. When is the meeting?
3. What does each person have to take with them to the meeting?
4. Do the employees of the Finance Department need to reply to the e-mail?

2 Write an e-mail requesting a meeting with people in your office. Use the Writing Plan and the Useful

Language on page 91 of the Workbook.

7 An e-mail accepting an invitation to a meeting

1 Read the e-mail accepting an invitation to a meeting and answer the questions.

To: Millie Gordon
From: Alex Croft
Subject: Meeting – 17th August
Dear Millie,
Thank you for your e-mail regarding the meeting on Wednesday, 17th August, at 14:00. I’d
like to confirm my attendance. I will bring the data on all our financial activities in Scandinavia
over the last year. Is there anything else you would like me to prepare?
Sincerely yours,
Alex Croft
Financial Department

1. Who is the mail from?
2. Does he mention the time and date of the meeting?
3. Does he mention the meeting place?
4. What is he going to take to the meeting?


2 Write an e-mail accepting an invitation to attend a meeting. Use the Writing Plan and the Useful

Language on page 92 of the Workbook.

106

Writing Guide

8 An e-mail cancelling and rescheduling a meeting WRITING GUIDE

1 Read the e-mail cancelling and rescheduling a meeting and answer the questions.

To: Sales Department, Marketing Department, Management
From: Ed Chesterton, Head of Marketing
Subject: Rescheduling Sales and Marketing Meeting
Dear All,
Unfortunately we cannot hold the Marketing and Sales meeting on 14th
March, as originally planned. This is due to the fact that some members of
the Sales Department are attending an important exhibition on that date.
We would like to reschedule on 21st March, a week later. The meeting will
still be in the conference room on the 3rd floor from 10:00 till 14:00 and there
will be a lunch break. Please confirm your attendance. If you are unable to
attend, let me know as soon as possible.
Looking forward to seeing you on 21st March.
Ed Chesterton
Head of Marketing

1. Who is the e-mail from?
2. Who is the e-mail for?
3. Why is the date of the meeting being changed?

4. When and where will the new meeting take place?

2 Write an e-mail cancelling and rescheduling a meeting. Use the Writing Plan and the Useful Language

on page 93 of the Workbook.

9 A leaflet for an exhibition

1 Read the leaflet for an exhibition and answer the questions.

FEAXSPHOION Come and participate in this yeaR's FASHION EXPO exhibition.

The exhibition will take place from 12th-15th May, 2014 at the Lakeside Exhibition
Centre in Harrogate. It will feature the latest fashion trends from all over the world.
Every year, the exhibition attracts thousands of visitors from the UK and abroad.

We offer:
• attractive rates for participants who register before 28th February, 2014
• various sizes of stands
• special hotel packages for exhibitors

For registration or more information, contact K Patel at [email protected] or at telephone: 08081 570888

1. What is the topic of the exhibition?
2. When and where will it take place?
3. Where will the visitors to the exhibition come from?
4. How can an exhibitor get special rates?

2 Write a leaflet for an exhibition. Use the Writing Plan and the Useful Language on page 94 of the Workbook.

107

Writing Guide

10 An itinerary for a trip

1 Read the itinerary for a trip and answer the questions.

To: Penny Armstrong
From: Jack Robertson
Subject: Itinerary for your trip to Rome
Hi Penny,
Here are the final details of your trip to Rome. You’ve got reservations in business class for both
your outbound and inbound flights. Your flight, Sorrento Airways # MNM4637, leaves on Monday,
4th June, at 09:30. Its time of arrival is 13:00. An executive suite has been booked for you at the
Hotel Piazza for three nights. While you’re there, Donatella will look after you and she has arranged
meetings with all our key clients (see the detailed timetable attached). Your return flight, Sorrento
Airways #MNM7678, returns on Thursday, 7th June, leaving Rome at 16:00. We have arranged for
a taxi to pick you up at your hotel at 13:00. You’ll land in London at 17:50.
Please check the e-tickets, hotel voucher and timetable of meetings attached. If there are any
problems, don’t hesitate to contact me.
Bon voyage,
Jack

1. When is Penny going to land at her destination?
2. Where is she staying?
3. How will Penny get to the airport for her return flight?
4. Which documents are attached to the e-mail?

2 Write an e-mail giving a colleague his / her itinerary for a trip. Use the Writing Plan and the Useful

Language on page 95 of the Workbook.

12 A letter of complaint

1 Read the letter of complaint and answer the questions.

Efficient Engines
44 Park Street
Manchester
21st February, 2014
Dear Mr McGregor,
I am writing with regard to our order of spare parts for our engines – invoice # 35470. This
order was delivered to our factory yesterday. Unfortunately, all the items are faulty. They are
8 mm too long and cannot fit into the engines. This has caused us great inconvenience and we
may lose a lot of money as a result.
Please send us a new order immediately. Furthermore, I feel that you should offer us some
form of compensation for this inconvenience. I look forward to hearing from you.
Thank you,
Daisy Warner, Head Engineer
Efficient Engines

1. What did Efficient Engines order?
2. What is the problem?
3. What does Ms Warner ask Mr McGregor to do right away?
4. What else does she request?

108 2 Write a letter of complaint. Use the Writing Plan and the Useful Language on page 96 of the Workbook.

Writing Guide WRITING GUIDE

12 A response to a letter of complaint

1 Read the response to a letter of complaint and answer the questions.

Premier Parts
100 Regent Street
Manchester
22nd February, 2014
Dear Mrs Warner,
Thank you for your letter of 21st February in which you complained about a delivery of faulty
parts (Invoice 354701).
First of all, please accept our apologies for this mistake. We have sent a new order by express
delivery. Furthermore, as compensation for this unfortunate incident, we will credit your account
with a 20% discount.
We value you as a customer and look forward to doing business with you again.
Yours sincerely,
Kenneth McGregor
Customer Service
Premier Parts

1. Who is the letter from?
2. Which letter does he refer to?
3. What solution does he offer?
4. What compensation does he offer?

2 Write a response to a letter of complaint. Use the Writing Plan and the Useful Language on page 97 of

the Workbook.

13 A product description

1 Read the product description and answer the questions.

Elegant Purse (product number ST 158)

This purse is one of our most popular products for women. It’s made of
leather and comes in a variety of colours: brown, black, red or cream. It has
got three separate sections – one holds banknotes, another holds credit cards and the third,
which has got a zip, holds coins. It’s a large purse, but it fits easily into a normal-sized handbag.
The purse comes with a three-year guarantee.

1. What product is described?
2. In how many colours is it available?
3. How many different sections has the product got?
4. Is the product guaranteed?

2 Write a product description. Use the Writing Plan and Useful Language on page 98 of the Workbook.

109

Writing Guide

14 A marketing report

1 Read the marketing report and answer the questions.

Annual Marketing Report for the Marvo75 and Marvo73 Series of Tablet Computers
This has been a successful year for our Marvo75 series of tablet computers. Sales have
increased to 130,000 units in Europe and 325,000 in Asia. Our largest market this year has
been India. In general, sales for this product in the second half of the year rose significantly,
and we expect this trend to continue.
Sales of the older Marvo73 line have decreased, as expected, as people prefer the newer
Marvo75 series. Sales in both Europe and Asia dropped this year, and the forecast is that
they will continue to fall next year. This year, we sold 80,000 Marvo73 tablets in Europe
and 150,000 in Asia. Next year, we expect those figures to be around 35,000 and 70,000
respectively.

1. How many Marvo75 tablet computers have been sold in Asia this year?
2. Were more Marvo75 tablet computers sold by June or after June?
3. Which sales have decreased in the last year?
4. What is next year’s sales forecast for Marvo73 tablet computers?

2 Write a marketing report. Use the Writing Plan and the Useful Language on page 99 of the Workbook.

17 A ob advert

1 Read the job advert and answer the questions.

Marketing Manager Needed

Fashion Source is looking for a Marketing Manager with at least three
years’ experience in a similar position. We are a leading fashion company located
in Milan, looking for a manager with a fresh marketing perspective to increase
our sales across Europe. Job responsibilities include conducting market research
using a variety of methods, supervising marketing campaigns and running the
Marketing Department. Our company places great importance on teamwork.
We believe that colleagues should bond as a team, cooperate and share ideas,
especially when working under pressure.
If you are not only a team player, but can also lead the team, your place is with us!

Contact: Adam Preston * [email protected]
1. What job is advertised?
2. Which countries is the work related to?
3. How many job responsibilities are listed?
4. What aspect of the job is especially important to the company?

2 Write a job advert. Use the Writing Plan and the Useful Language on page 100 of the Workbook.

110

Writing Guide

18 An e-mail congratulating a colleague WRITING GUIDE

1 Read the e-mail congratulating a colleague and answer the questions.

To: Vivian Oakley, Head of Sales
From: Eddie White, Essex Branch Manager
Subject: Congratulations!

Dear Vivian,
I have just heard of your recent promotion to Head of Sales and wanted to congratulate you. Of
course, as someone who has worked with you over the last three years, it comes as no surprise
that you have been chosen for promotion. You are not afraid of hard work and are always willing
to work extra hours in order to get the job done. You also have a wonderful way with people, both
colleagues and customers.
I’m sure you will do a great job as Head of Sales and I wish you every success in your new position.
Yours sincerely,
Eddie White

1. Why is Eddie writing to Vivian?
2. How long have Eddie and Vivian worked together?
3. What does Eddie write about Vivian’s social skills?
4. How does Eddie think Vivian will do at her new job?

2 Write an e-mail congratulating a colleague who has been promoted. Use the Writing Plan and the

Useful Language on page 101 of the Workbook.

19 An e-mail requesting ob information

1 Read an e-mail requesting job information and answer the questions.

To: John Grant
From: Katie Buxton
Subject: Sales Manager Vacancy
Dear Mr Grant,
I am writing in response to the advert for a Sales Manager in the Rutland Express of 20th September.
I am interested in applying for the position, but would like some further information. Does the work
involve travelling abroad? Are you willing to accept applications from people without previous
managerial experience?
I look forward to hearing from you.
Yours sincerely,
Katie Buxton

1. Where did Katie read about the available job?
2. Is Katie thinking about applying for the job?
3. What does Katie ask about the work?
4. What else does Katie want to know about the job requirements?

2 Write an e-mail requesting more information about a job. Use the Writing Plan and the Useful

Language on page 102 of the Workbook.

111

Writing Guide

20 A letter of recommendation

1 Read the letter of recommendation and answer the questions.

Meadow College
10 Brooke Street
London
10th April, 2014
Dear Mr Lawson,
I am writing in response to your request for character references for Julia Hawkins.
I am a senior lecturer at Meadow College and I have known Julia for two years. She
studied the two-year Hotel Administration course, which I taught. Julia was an excellent
student who always handed in work of a very high standard. She showed great interest
in her studies, constantly contributing to class discussions. Julia was always very
pleasant and positive, and she got along with all her fellow students. I can’t praise her
highly enough and I am sure she will be a valuable addition to your staff.
Yours sincerely,
Liz Morton
Senior Lecturer
Meadow College
1. Who has asked for a recommendation?
2. How does Liz Morton know Julia Hawkins?
3. What does Liz say about Julia’s attitude to her studies?
4. What else does she say about Julia’s characteristics?

2 Write a letter of recommendation. Use the Writing Plan and the Useful Language on page 103 of the

Workbook.

112

Vocabulary Builder

1 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 4 Personal Assistant (PA)
Personnel Manager
POSITIONS Production Team Leader
Sales Representative (rep)
Accounts Assistant Senior Administrative Assistant
Chief Executive Officer (CEO) senior management
Financial Director staff
Financial Supervisor
Head of IT explain how to use
Human Resources (HR) Director hire
Junior Administrative Assistant sell
Marketing Director
Operations Director kitchen stockroom VOCABULARY BUILDER
lobby toilet
ACTIONS maintenance top floor
reception warehouse
assist
be in charge of exit on your right
describe go past opposite
develop go straight stairs
in front of turn left
before page 6 lift turn right
on your left up
AROUND THE OFFICE

cafeteria
car park
conference room
ground floor

GIVING DIRECTIONS

at the end of the
corridor

behind
between
down
enter

Extra! Legal Department 113
Logistics Department
appointment Managing Director
business card name plate
clerk parking place
Design Department receptionist
do business Research and Development
employee
employer Department
escalator title
interview

Vocabulary Builder

2 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 8 search the Internet
send a fax
OFFICE ROUTINES send e-mails
show someone around
answer incoming calls spreadsheets
data entry take a message
deliver the message take minutes
distribute the incoming mail type agendas
file documents type letters
keep a log update a mailing list
keep track of word processing
order supplies
prepare a presentation
receive visitors
schedule a meeting
screen a call

before page 10 a roll of
a sheet of
OFFICE SUPPLIES PHRASES

a box of
a packet of
a pair of

OFFICE EQUIPMENT photocopier shredder
projector waste paper bin
air-conditioner scanner
coat rack run out of
filing cabinet shipping cost
special offer
PURCHASING OFFICE EQUIPMENT subtotal

charge (v) price per unit
delivery quality
discount quantity
invoice run low on
payment

Extra! enquiry job
experience responsibilities
candidate half a dozen
client heater log (n)
correspondence in stock
couple inventory office duties
dozen
drawer out of stock

114

Vocabulary Builder

3 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 12 off the hook
press this button
USING VOICEMAIL receiver
record an outgoing message
contact someone replay
cord retrieve
delete review
dial a phone number rewind
enter your access code save
fast forward volume
listen to incoming messages
location
loud
loudspeaker
modify

before page 14 icon VOCABULARY BUILDER
italics
USING THE INTRANET log in
log out
attachment lower case letters
background paragraph
bold password
bullet paste
column reply
copy row
cut underline
desktop upper case letters
double click username
flow chart
font
forward
heading

Extra! numbering
pause
alignment redial
flash (n) spacing
headset training session
hold
increased security
indent

115

Vocabulary Builder

4 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 16 job application
product manual
TYPES OF DOCUMENTS receipt
request for information
bank statement
cheque
contract
customer complaint
directory

HANDLING MAIL postcode sort (v)
reach its destination stamp (v)
collect recipient weigh
document (v) registered mail weight
domestic sender
enclosure sign (v)
international
mail log
postage

before page 18 measure
paperwork
USING A COURIER SERVICE parcel
pick up (v)
bubble wrap shipment
courier signature
fragile special instructions
good condition this side up
goods track
handle something with care update (n)
height waybill
inspect width
insure wrap (v)
keep away from heat
keep dry
label
length
mark (v)

Extra! in error pound
initials road
attach mail basket routing slip
avenue metric street
boulevard ounce urgent
breakable package
efficient
imperial

116

Vocabulary Builder

5 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 20 port of discharge
port of origin
SHIPPING quote
rates
cargo reliable
compete shipper
consignee unload
contact (n) vessel
container terminal volume
free of charge worldwide
free of damage
freight container
guarantee (v)
load (v)
loss

before page 22 profit (n) VOCABULARY BUILDER
requirements
IMPORT AND EXPORT resale
risk (v)
advantage run a business
buyer secure transactions
ensure shipping arrangements
export (v) sourcing
follow-up start a business
foreign supplier
import (v) trade (n)
investment trust (v)
manage risk
manufacturer
minimise costs
negotiations

Extra! less than container load
middleman
delay on board
disadvantage profit margin
distrust risky
exclusive basis unreliable
foot wholesale
full container load
insecure

117

Vocabulary Builder

6 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 24 out of the office
pleasant
RECEIVING CALLS professionally
put someone on hold
announce put someone through
ask for permission return a call
avoid ring (n)
call someone back speak clearly
create a positive impression transfer calls
extension urgent
friendly tone voice
greet
hang up
introduce
leave a message
line is busy

before page 26 interrupt
let me know
FOLLOWING UP ON MESSAGES miss a call
no reply
as soon as possible order (n)
be cut off out of town
be on another line priority
comments reach (someone)
critical regarding
currently specify
discuss unavailable
essential
get back to someone
go over
handle a problem

Extra! low priority reason
operator smile
engaged patience take a call
etiquette
high priority
interference on the line

118

Vocabulary Builder

7 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 28 make it
notify
SCHEDULING MEETINGS off-site meeting
on-site meeting
attend organise
book a conference room participant
break (n) postpone
cancel previous commitment
check the diary reschedule
confirm suit (v)
convenient take place
hold a meeting
last minute
let’s try for
light refreshments

before page 30 in advance VOCABULARY BUILDER
laser pointer
BOOKING OFF-SITE EVENTS memorable
menu
access podium
accurate provide
auditorium registration
beverage set up
budget success
buffet lunch take care of
catered venue
convention
detail
display
event
exhibition

Extra! service fee
soft drink
biscuit sugar
calendar sweetener
coffee machine tablecloth
hall topic
microphone
paper cups
screen (n)

119

Vocabulary Builder

8 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 32 free gift
hand out
PLANNING MEETINGS line of products
monthly
annual name tag
attendance list opening remarks
board meeting orientation meeting
board of directors quarterly
brainstorming session staff meeting
briefing meeting summarise
brochure weekly
closing session
conference call
daily
demonstration

before page 34 objection
objective
TAKING MINUTES prepared
present (adj)
absent pros and cons
action raise
analyse selection
assign take notes
attract task
clarify time frame
expansion training
focus (v)
issue
key decision
major

Extra! region
report
area speech
chat term
client upcoming
deadline VIP
discussion workshop
district
lecture
programme

120

9 Vocabulary Builder Vocabulary Builder

Learn the vocabulary you need. Write the words in your language. 121

before page 36 pamphlet
promotional material
ORGANISING EXHIBITIONS sample (n)
sign up
award-winning slogan
banner specifications
booth stand (n)
business card storage space
catalogue store (v)
commercial trend
deposit (n) variety
display (v) video clip
exhibit (v)
feature (v)
field
giveaway
logo

before page 38 nod VOCABULARY BUILDER
potential
ATTENDING BUSINESS EVENTS rapidly-growing field
represent
achieve a goal show interest
age skill
body language thoughtful
enter a market valued customer
exchange (v) vendor
expand well-established
flow (v)
give a call
hot
increase business
make small talk

Extra! media coverage
network
announcement one step ahead
exposure press conference
get left behind public relations
image
leaflet
man the stand

Vocabulary Builder

10 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 40 land (v)
make a reservation
MAKING TRAVEL ARRANGEMENTS one-way ticket
outbound flight
arrival overweight luggage
boarding pass passenger
cancelled rent a car
check-in return ticket
delayed seat assignment
departure stopover
direct flight take off (v)
driving licence unlimited mileage
drop off via
e-ticket voucher
fully-booked waiting list
gate
inbound flight
insurance
itinerary

before page 42

BOOKING HOTELS AND RESTAURANTS

bar guest room service
bill half board single room
business centre high season spa
chef laundry service standard room
cuisine low season swimming pool
double room luxurious tip
executive suite luxury suite vacancy
fitness centre non-smoking waiter
full board party

Extra! housekeeper
laundry bag
as per lifeguard
accident on board
aisle seat overhead compartment
baggage claim pilot
bellhop puncture
breakdown towel
connecting flight trolley
customs window seat
diverted
flight attendant

122

11 Vocabulary Builder Vocabulary Builder

Learn the vocabulary you need. Write the words in your language. 123

before page 44 maternity leave
overtime
TIME CLOCK REGULATIONS part-time
refuse
approve regulations
attend to reject
busy period restrict
card reader salary
carry over sick leave
clock in sick note
clock out submit a request
consecutive swipe your card
co-worker take time off
entitled to unpaid leave
family matters
full-time
give written notice
holiday leave

before page 46 protect VOCABULARY BUILDER
purpose
SECURITY IN THE WORKPLACE question
safety
accompany security camera
alarm system security guard
alert (v) software
anti-virus surveillance system
break-in (n) suspicious
firewall unattended
hacking unfamiliar
install valuables
key virus
lighting
lock
monitor (v)
personal belongings
premises

Extra! public holidays
authorised purse
disappear security measure
fence security warning
fingerprint scanner staircase
fire alarm weapon
fire extinguisher wedding
locker workforce
metal detector worm
pregnant

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before page 48 manner
politely
CUSTOMER SERVICE refund
remind
apologise replacement
argue reputation
assure respectfully
calmly rude
deal with satisfied
dissatisfied solve
enquiry treat
exhausted
impatient
in the long run
keep a promise

before page 50 insist on
is broken
HANDLING COMPLAINTS is missing a part
isn’t fresh
at our expense is torn
be in touch make a claim
compensation make a noise
consequences overcharge
credit your account pricing
defect repair
disappointed supposed to
due under warranty
expectations
fail to meet
faulty part
has got a hole
inconvenience

Extra! lose business
amazed paper jam
demand (v) raise your voice
file a lawsuit satisfaction
gain business shocked
is bent shout
is cracked treatment
is loose

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before page 52 loyal
market research
MARKETING RESEARCH method
on sale
brand option
buying habits questionnaire
concerned sales analysis
conduct a survey series
demo sound file
don’t mind target population
factor test (v)
find out
focus group
go ahead
interested in
interviewee

before page 54 persuade VOCABULARY BUILDER
promotion
MARKETING STRATEGIES prospective customer
public relations
appeal regret
campaign specialise
competitor stage
consumer take advantage of
demand telemarketer
effective valid
efficient value
image
in comparison to
marketing strategy
original

Extra! press release
product portfolio
appearance rebrand
exposure trade fair
eye-catching user profile
generate a buzz
launch
market share

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before page 56 issue shares
loan
CASH FLOW long-term
net
cash balance owe
cash flow statement profitable
corporate income tax purchase
decrease renovation
deductions repayment
dividend revenue
expense shareholder
figures survive
go out of business waste
gross
income
increase
interest rate

before page 58 investor
liabilities
ACCOUNTING merchandise
net worth
accounts payable non-current
accounts receivable out of stock
accrued expenses own
assets property
balance sheet retained earnings
composition share capital
creditor sign
current turnover
debt
equity
equivalent
in stock

Extra! direct method
indirect method
accrual basis inflow
analyst lump sum
bankrupt market value
bonds (n) outflow
bookkeeping rent
book value wages
break-even point
burn rate

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before page 60 line of credit
overdraw
BANKING payment holiday
pay off
arrangement fee personal guarantee
borrow projection
branch secured
business account standing order
collateral terms
credit limit withdraw
credit rating
current account
deny
lend

before page 62 negligence VOCABULARY BUILDER
no-claims discount
INSURANCE payment
policy holder
courtesy premium
covered professional indemnity insurance
despite public and employer’s liability
e-risks insurance
fine (v) insurance
fire insurance sued
identity fraud suffer
injured third party
in mind van insurance
insurance policy
legal fees
liable

Extra! coverage
deposit slip
annuity disability insurance
appraisal fluctuation
ATM (automated teller machine) lease
beneficiary mutual fund
benefit period overdraft
cashier’s check
commission

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before page 64 platform
post
GLOBAL E-COMMERCE power
retail
accept round the clock
adapt shopping cart
browse showcase
compatible stylish
customise support
encrypted template
expert unlimited bandwidth
feedback worth the effort
gather
host
impose
localisation
place an order

before page 66 misunderstanding
negotiating
DEALING WITH SUPPLIERS neutral
packaging
allow prevent
assess returns policy
entrepreneur sensible
escrow service striking
fraud traffic
go wrong venture
handmade
hidden
intention
intermediary

Extra! plugin
scam
bank wire slideshow
checkout troubleshooting
domain name video tutorials
fake virtual mall
genuine widget
government regulations
online wallet

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before page 68 prioritise
pull together
TRAINING relaxed
setting
advisor shocked
approach strenuous
bond stressed
bonus team spirit
break the ice treasure hunt
challenge unmotivated
clues workshop
conflict resolution
evaluate
experience (v)
interpersonal
laughter

before page 70 overrated VOCABULARY BUILDER
perform
TEAMWORK personal accountability
point of view
aspect problematic
collaborate prove
come up with reasonable
commitment settle
contribution share
cooperate strength
demotivating weakness
encourage
express
facilitate
input

Extra! mission
accomplishments morale
assertiveness rewarding
attitude tactful
criticise teambuilding
expectations tension
mediation win-win solution
mentor

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before page 72 implementation
inspiration
LEADERSHIP SKILLS lack
lead to
approach (v) praise
basis proactive
bother reactive
circumstance reality
constantly separate
crisis socialise
delegate vision
direct work things out
empower
enhance
get along with
identify

before page 74 navigate
overcome
STRATEGY PLANNING put out fires
reinvent
awareness revolution
bargaining power role
be caught off guard set aside
broader perspective step back
chain substitute (n)
demand (v) threat
discipline
distraction
force (n)
in the light of
irrelevant

Extra! hidden opportunities
autonomy initiative
clarity innovation
coaching skills micromanage
consult resourcefulness
coordinate role model
core value routine
curious vision statement
group dynamics

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before page 76 lazy
logistical support
APPLYING FOR A JOB messy
organised
advanced outgoing
anxious relocation
confident responsible
dynamic secondary school
educational background target
experience (n) under pressure
fluent vocational course
hard-working
headquarters
insecure
introverted
knowledgeable

before page 78 incentive VOCABULARY BUILDER
industrious
INTERVIEWING permanent
punctual
ambitious recruit
articulate retirement benefits
conscientious schedule
creative sensitive
decisive shift work
easy-going starting salary
energetic temporary
fast learner
fire
flexible about hours
good at multitasking
health insurance

Extra! job vacancy
aptitude night shift
candidate placement
employee referral recruitment agency
expertise salary slip
headhunter seasonal work
highly-qualified talented
intermediate

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before page 80 graduate
job description
PREPARING A CV male
managerial skills
Bachelor’s degree marital status
career objectives married
certificate personal details
current job references
date of birth single
divorced
female
foreign language
formal training
gender

Extra! Master’s degree
fellowship qualifications
grant (n) résumé
headmaster spell-check
hobbies with honours
marks

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