12
Working with Vocabulary
5 Listen and repeat the phrases in colour. Then 8 Listen and repeat the words and phrases.
write six sentences using the chart below. Use Then use them to complete the sentences.
all the phrases in colour.
compensation w consequences w due
makes a noise. make a claim w faulty part w pricing
is torn. credit your account w repair
isn’t fresh.
The dress has got a hole. 1. I’m afraid the shoes are completely torn.
The printer is broken. There’s no way to
The milk is missing a part. them.
2. This is not a small problem. It will have very
serious !
1. 3. The machine doesn’t work because it’s got
2. a.
3.
4. 4. What do you offer
5. for the delay in shipping?
6.
5. Was there really an error in
? Let’s check with
the Sales Department.
6. I’ve spoken to a lawyer about our complaint.
6 Listen and repeat the words and phrases. She suggests turning to the insurance
Then write each one next to its definition. company to .
overcharge w defect w be in touch
7. The service was terrible. We are
inconvenience w under warranty a full refund!
1. : have contact
2. : is guaranteed 8. I apologise for the mistake. We will
3. : something wrong with the amount we
4. : ask for too much money
5. : difficulty caused overcharged.
7 Listen and repeat the words and phrases in Your Turn
colour. Then match A to B to form sentences. Student A: You are a customer calling the
Director of Customer Service to make a
A complaint. Turn to page 88 and give the
1. We will ship the goods at our expense ... necessary details.
2. The customer insists on ...
3. These products failed to meet ... Student B: You are the Director of Customer
4. We were disappointed ... Service. Turn to page 97. Ask questions to fill in
5. The company has got expectations ... the complaint form and suggest a solution
6. We were supposed to have a meeting to the problem.
yesterday, ...
B
a. our requirements.
b. of making a good profit.
c. but it was cancelled.
d. with the quality of the shoes.
e. getting a refund, not a replacement.
f. instead of charging the client.
Writing Tasks, pages 108-109 Workbook, page 26 51
13 Market
Research
Getting Started: Vocabulary (page 125)
1 R ead the extract from a marketing course.
Then complete the sentences below.
CONDUCTING A MARKET SURVEY
Knowing what your customers want is very important when developing a product.
The best way to learn this is to conduct a market survey.
1 Decide on the The stages of planning a survey:
objectives of
the survey. W hat is the purpose of your survey? What information do you
2 Decide on want to find out? This determines who you will interview and what
your target questions you will ask them.
population.
You must interview the right type of people to get the information you need.
You must also decide how many people to interview.
3 Choose T here are different interviewing methods. Examine the
the type of
interview. advantages and disadvantages of each method before you Tip!
decide on the most suitable one for your purposes.
4 A simple definition
Create your D esign the questionnaire according to the type of interview of marketing is:
questionnaire.
you’ve chosen. Try to keep it as short and simple as possible. Putting the right
product in the right
5 Test the place, at the right
questionnaire to Before conducting the survey on your target population, test your price, at the right
see if it works. questionnaire on a small group of people to check if there are any time.
problems.
1. Companies do market research in order to .
2. The marketing team must decide what of the survey are.
3. They must decide they want to interview and also the quantity of .
.
4. They should analyse the positive and negative sides of .
5. The questionnaire shouldn’t be too and it should be .
6. It’s recommended to give the questionnaire to in order to see
2 Two marketing managers (A and B) are discussing how to do market research for a new product.
Listen to the dialogue and fill in the missing words.
A: We must decide on the best way to do our A: H ow about an e-mail survey? It’s fast,
market research. cheap and we can get information from
3. of interviewees.
B: P erhaps we should conduct personal
interviews and have small focus groups. B: True. We can also attach pictures and
That way we can show the interviewees a sound files. But then again, many people
dislike receiving that type of mail – they don’t
demo of our 1. . 4. it.
A: But that’s expensive and it’ll take a long A: Perhaps the best method is to conduct a
time. A telephone survey is faster and web survey. We’ll post our questionnaire
cheaper, and we’ll be able to reach more with a demo on websites that are
people. 5. with our target population.
B: Y ou’ve got a point, but many people refuse B: That way, we’ll get thousands of responses
to 2. questions on the quickly and cheaply.
phone and we won’t be able to show them
our demo. A: Let’s discuss all our options in the meeting
on 6. and reach a decision.
52
3 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words and phrases. Then
partner. Pay attention to the expressions in use them to complete the sentences.
colour.
find out w brand w focus group w buying habits
4 Read the dialogue in Exercise 2 again. Then interested in w demo w questionnaire w factor
go ahead w market research
choose two types of interviewing methods
discussed and write their advantages and 1. We’ll sell this product to people who are
disadvantages. sport.
Working with Vocabulary 2. When I buy a new air-conditioner, the most
5 Listen and repeat the words and phrases in important is the price.
colour. Then circle the correct answers. 3. We need to what
1. An interviewee asks / answers questions in an
people think about this new drink.
interview.
2. When you test something, you check / 4. How many people should we ask to answer
the ?
write about it.
3. You listen to / read a sound file. 5. I usually buy this of
4. If you are concerned about something, you coffee because it’s my favourite.
are enjoying / worried about it. 6. A of something shows
5. A loyal customer usually shops at what it can do.
different places / the same place. 7. Of course you can ask me a few questions –
6. When you have a few options, you have !
a number of possibilities / problems. 8. We met with a in order
7. If you don’t mind something, you’re
to discuss our new product with them.
angry about / fine with it.
8. A series is a number of things that are 9. Our provided data
about the of 12,000
connected / very different. people in the city.
6 Listen and repeat the words and phrases in Your Turn
colour. Then match A to B to form sentences. Listen to a telephone survey. Then complete
A the survey form below with the interviewee’s
1. You conduct a survey ... answers.
2. A method ...
3. Sales analysis ... GoodPrice Foods
4. Your target population ...
5. When something is on sale, ... Cereal Bars Survey
B
a. it is cheaper than it generally is. 1. How often do you eat cereal bars?
b. to collect information from many people. every day
c. is the group of people who you
2-3 times a week once a week
think may buy your product. 4-5 times a week not at all
d. examines how well products
2. What type of cereal bars do you prefer?
have sold. chocolate nut no preference
e. is a way of doing
honey fruit
something.
3. W hat factors are important to you when
choosing a cereal bar?
size packaging number of calories
price brand
4. How much would you pay for a single cereal
bar?
25-50p 51-75p 76p-£1.00
5. Are you loyal to certain food brands?
yes no
6. Age: 7. male female
8. Employment: student full-time job
part-time job unemployed
53
Marketing Strategies
Getting Started: Vocabulary (page 125)
1 R ead the e-mail. Then tick the topics
below to be discussed at the meeting.
Dear all, Tip!
I’m happy to announce that we’ve reached the
last stages in the development of our new electric USP is short for unique selling
vehicle – the NNT Mini. Bethany’s marketing team point. A USP is what makes your
will be responsible for planning our marketing product different or better than the
strategies. competitor’s similar product.
Bethany’s team will meet with Owen’s production 2 A telemarketer (A) is talking to a prospective
team on 5th July at 10.00 am for a brainstorming
session. The following issues will be discussed customer (B). Complete the dialogue with the
at the meeting. Please come prepared with your words below. Then listen to the dialogue and
thoughts and ideas. check your answers.
� What is the USP of our vehicle in comparison to
cost w slow w home w think w increase w address
our competitors’ vehicles?
� Who are our prospective customers? What are A: Good morning, Mrs Davis. This is Jessica
calling from Repair4U, a computer repair
they interested in? What are they concerned with? business. May I ask you a few questions?
� What is our market size? How will we increase the
B: OK.
demand for our product?
� What marketing techniques will be most effective? A: How many PCs have you got at
� How can we prepare an original marketing 1. ?
campaign? What kind of promotions will attract B: Well, we’ve got two PCs, but my son’s been
consumers to our product? What public complaining that his is rather
relations events should we plan? 2. .
Please confirm your attendance
by 15th June. A: Mrs Davis, we specialise in repairing PCs.
We’re extremely efficient and we offer
Ethan Graham excellent service at low costs.
Marketing Director
B: Sounds good.
1. Developing a new electric vehicle
2. Comparing the company’s new electric A: We’ve got a special offer. We’ll repair your
computer and 3. its memory.
vehicle with similar products made by
other companies We’ll add in a free wireless mouse, too.
3. What kind of people might want to use
the new electric vehicle B: How much will this 4. ?
4. Selling this product to people in other
countries A: You’ll get all this for only £60, which I’m sure
5. Finding ways of improving the product you’ll agree is great value.
to attract customers
6. How to make more people want the product B: Well, I’ll have to 5. about it.
7. Analysing the technology used in the
development of the product A: Mrs Davis, this offer is only valid till next
8. The best marketing methods for this product Friday. Why don’t you take advantage of it?
9. New ways of reaching customers We can pick up your computer today and get
10. Making the product a type of public transport it back to you within three days.
54 B: All right. Our 6. is 25
Bayswater Street.
A: Excellent, Mrs Davis. You won’t regret it.
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. 13
Then circle the correct answers. 7 Listen and repeat the words and phrases in
1. Jessica calls Mrs Davis to ... .
a. sell her a new computer colour. Then circle the correct answers.
b. sell her company’s services 1. A marketing campaign can include
2. Repair4U is a company that ... computers.
a. repairs demonstrations / budgets of products.
b. markets
3. Jessica says that her company’s service is ... . 2. Our financial / sales department is in charge
a. free of creating good public relations.
b. not expensive
4. Jessica offers Mrs Davis a wireless mouse ... . 3. A form of promotion is giving a free sample /
a. because Mrs Davis chose Repair4U conducting a survey.
b. in order to persuade Mrs Davis to accept
4. An original idea is one you often hear /
her offer have never heard about.
5. Mrs Davis can only get the company’s offer ... .
a. for three days 5. If a product appeals to you, you like / hate it.
b. till next week 6. When you regret something, you are happy /
sorry about it.
8 Listen and repeat the words and phrases.
Then use them to complete the sentences
below.
take advantage of w stages w specialise
in comparison to w image
Working with Vocabulary 1. Our alarm system has got many USPs
the competitors’
alarm systems.
5 Listen and repeat the words and phrases in A. 2. There are a few to
Then match them to their definitions in B. this project. You can’t do it in one step.
A 4. persuade 3. Our Marketing Department is working on a
1. consumer 5. marketing strategy new campaign to improve the company’s
2. competitor 6. prospective customer .
3. telemarketer
4. These companies in
producing medical equipment.
B 5. When you
a. convince something, you make good use of it.
b. possible future client
c. person who buys goods
d. someone that competes with you
e. plan of action for selling products
f. person who tries selling products by phone
6 Listen and repeat the words in colour. Then tick Your Turn
the pairs of sentences with similar meaning. Student A: You are a telemarketer trying to
1. a. There’s no demand for this product. persuade a prospective customer to join
Feelgood Health Club. Use the questionnaire and
b. People are interested in buying it. information on page 88.
2. a. This offer is only valid till May. Student B: You receive a call from a telemarketer
b. You can only get this offer till May. trying to persuade you to join a health club. Ask
questions to find out more information. Then
3. a. The business lunch in this restaurant make a decision.
is good value.
b. The business lunch is too expensive.
4. a. Our method is effective.
b. Our method works well.
5. a. My PA is a very efficient worker.
b. My PA gets a lot of work done in a
short time.
Writing Task, page 109 Workbook, page 28 55
14
Cash Flow
Getting Started: Vocabulary (page 126)
1 R ead the cash flow statement. Then
complete the sentences on the right.
EMERKSON CORPORATION, BOSTON Tip!
Cash Flow Statement (direct method) UK English and US English write the
For the year ending December 31, 2013 date in different ways.
All figures in USD in thousands. Parentheses indicate negative values. 31st December, 2013
Cash flows from operating activities December 31, 2013
Revenue (cash received from customers) 8,650
Merchandise inventory (1,225)
Personnel costs (2,250) 1. In 2013, Emerkson Corporation paid
to vendors.
Other operating expenses (advertising, shipping) (2,142)
Corporate income taxes paid (865) 2. It spent on employee
related costs.
Net cash provided by operating activities 2,168
3. The company was paid
Cash flows from investing activities for selling land it owned.
Sale of land 355 4. Emerkson Corporation paid
for renovating their buildings.
Buildings renovation (385)
Purchase of equipment (225) 5. It spent on new equipment.
Net cash used in investing activities (255) 6. When the company issued shares, it got
.
Cash flows from financing activities
Shares issued 150 7. Emerkson Corporation paid dividends of
in 2013.
Payment of dividends (125)
Repayment of long-term loan (945) 8. In 2013, the company increased its net cash by
.
Interest 115
Net cash used in financing activities (805)
Net increase in cash 1,108 Tip!
Cash balance on January 1, 2013 435 When the amount of money coming into your
business is more than the amount of money
Cash balance on December 31, 2013 1,543 leaving it, you have a positive cash flow.
2 The Financial Director (A) and the CEO (B) of a company are discussing their financial situation.
Listen to the dialogue and fill in the missing words.
A: Based on our cash flow statement, I’m B: W hy don’t we ask our customers to pay
afraid we might go bankrupt. us in advance? We can offer them a 1%
discount if they pay now.
B: B ut we’re a profitable company. How is that
1. ? A: They can’t. Most of our customers are
4. businesses and they’ve
A: We’re profitable, but we won’t survive if got their own cash flow problems.
we haven’t got enough cash to pay our
suppliers. B: T hen the only solution is to take another
loan.
B: W ell, we’ve got plenty of guaranteed sales in
the next 2. months. A: You’re right. If we don’t get a loan, we’ll go
out of business.
A: That’s correct, but we have to pay over
£125,000 to several suppliers next week B: I don’t think we’ll have trouble getting a loan.
and we won’t get paid by most of our Call the 5. right now. We
customers till next 3. . mustn’t waste any time.
56
3 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words and phrases in
partner. Pay attention to the expressions in colour. Then match A to B to form sentences.
colour.
A
4 Read the dialogue in Exercise 2 again. Then 1. The cash flow statement shows ...
2. When a company issues shares, ...
answer the questions. 3. Corporate income tax is money that ...
1. Why is the CEO surprised that the company 4. A successful company pays high dividends ...
5. Banks charge interest rates ...
might go bankrupt? 6. When you waste something, you use it ...
7. The renovation of the company’s head
2. How much money must the company pay
office ...
suppliers next week?
B
3. What does the CEO first suggest as a a. a company must pay the government.
solution to the problem? b. to its shareholders.
c. took two months.
4. Why isn’t the CEO’s first suggestion a good d. on loans.
solution? e. it receives money.
f. not for a good purpose.
5. What does the CEO suggest next?
g. the amounts of incoming and outgoing
money.
Working with Vocabulary 8 Listen and repeat the words and phrases.
Then use them to complete the sentences.
5 Listen and repeat the words in A. Then match profitable w figures w deductions w an increase
purchase w net w gross w a decrease
the words in A to their definitions in B.
1. Accountants and bankers work with
A B every day.
1. expense a. money received 2. We made a very large of
vehicles for the business last year.
2. income b. have an obligation to pay
3. owe c. giving money back 3. When something becomes bigger or greater,
4. survive d. continue to exist there is , and when
5. repayment e. m oney that is spent something becomes smaller or less, there’s
.
6 Listen and repeat the words and phrases in 4. My first business investment was extremely
. I only invested $1,000 and
colour. Then circle the correct answers.
1. Long-term is over a considerable I received $9,000 a year later!
period of time / amount of money. 5. My salary is $5,000, but my
2. When you take a loan, you give / owe all the salary – the final sum after
money. – is only $3,850.
3. A company’s revenue is its staff / Your Turn
income.
Listen to a radio interview with a business analyst.
4. The cash balance is the amount Write T (true) or F (false) next to each sentence.
of money left over / owed.
1. Sue Rice works as a business analyst in New York.
5. When you go out of business,
you stop operating / go on holiday.
2. C ash flow problems often start because customers
owe a lot of money to the business.
3. A business with a cash flow problem shouldn’t pay
salaries on time.
4. Mrs Rice suggests giving discounts on all invoices.
5. She suggests requesting that some payments be
made by customers before the service is completed.
57
Accounting
Getting Started: Vocabulary (page 126) Tip!
1 R ead the balance sheet. A balance sheet summarises a company’s
assets, liabilities and shareholders’ equity
Then answer the questions below. at a specific moment in time.
Premium Garden Ltd. 140 Dow Street assets = liabilities + shareholders’ equity
Manchester
Balance Sheet 2 A prospective investor (A) is talking to an
55 investment analyst (B) about the possibility of
28th February, 2014 195 idnivaelosgtiunge in a small company. Listen to the
124 and circle the correct answers.
All figures in pound sterling thousands.
25 A: I’m thinking of investing in a 1. book / clothes
Assets 399 shop.
Current assets
Cash & cash equivalents 67 B: Before making an investment, you have to find
Accounts receivable 466 out everything you can about the business.
Inventory
Other current assets 47 A: What should I 2. check / ask?
136
Total current assets B: First of all, the company’s balance sheet can
Non-current assets 42 be a good indicator of the business’ health.
Property and equipment 23
248 A: What should I be looking for?
Total assets
Liabilities 43 B: Well, for example, lots of inventory and little
Current liabilities 291 cash can be a bad sign.
Accounts payable
Accrued expenses 125 A: You mean it may have a lot of 3. goods /
Income taxes payable 50 products in stock because it hasn’t succeeded
Other current liabilities in selling them yet?
175
Total current liabilities 466 B: Exactly. Good business means a good
Non-current liabilities inventory turnover – when merchandise moves
Long-term debt from the warehouse to customers.
Total liabilities A: I see. And how can I check if the business
Shareholders’ Equity owes any money to creditors?
Share capital
Retained earnings B: Check the liabilities listed in the balance
sheet. Liabilities, for example, include 4. taxes /
Total equity loans, accounts payable and accrued
Total liabilities and shareholders’ expenses.
equity
A: And I guess the most important thing is to
check that the business’ assets are much
greater than its liabilities.
B: 5. Of course / Absolutely. You want to know its
equity.
1. How much money do customers owe 3 Practise the dialogue in Exercise 2 with a partner.
Premium Garden?
Pay attention to the expressions in colour.
2. Does the company own any equipment?
4 Read the dialogue in Exercise 2 again. Then
3. How much money does the company
have to pay in taxes to the government? complete the Investment Analyst’s Tips.
4. How much money does the company owe? Investment Analyst’s Tips
5. Has the company spent all of its earnings? 1. A lways research a business
you invest in it.
2. Analysing a company’s
is a good way to check its health.
3. If merchandise moves very
from the warehouse to the customer, the
business has got a good inventory turnover.
4. If a business money to
creditors, this will be listed under liabilities.
58
14
Working with Vocabulary 7 Listen and repeat the words and phrases.
5 Listen and repeat the words in colour. The Then use them to complete the sentences.
words are in the wrong sentences. Write the current w equity w in stock w equivalent
words next to the correct sentences. composition w sign w non-current w own
1. Investors are money that a company owes. out of stock
2. Turnover is goods to be bought and sold. 1. An has got the same
3. All the things of value that a company has value as another person or thing.
got, such as cash and equipment, are called
merchandise. 2. A is an indicator of
something.
4. Types of liabilities are land and buildings.
3. Is that boat company yours? Do you
5. Assets are people who spend money on a it?
business in expectation of making a profit.
4. The of something is
6. Property is the rate at which goods are sold
and replaced at a shop. the different elements it’s made up of.
6 Listen and repeat the words and phrases in 5. is the value of the
shares issued by a company and its retained
colour. Then circle the correct answers. earnings.
1. A company’s assets and liabilities are listed
6. When items are ,
on its … .
a. cash flow they are available for sale, and when they’re
b. balance sheet
2. Atterson Corporation has got … of $2 million , they are not
that can be reinvested in the company. available for sale.
a. accrued expenses
b. retained earnings 7. Something that is
3. You find the … of a company by subtracting belongs to present time, and something that
is doesn’t belong
its liabilities from its assets. only to present time.
a. debt
b. net worth 8 Read the questions and circle the correct
4. Our company has got to pay a lot of money –
responses.
in fact, we’ve got … of over $1.5 million. 1. What liabilities has your company got?
a. accrued expenses
b. share capital a. The main one is accounts payable.
5. … are listed as a company’s liabilities.
a. Accounts receivable b. The biggest one is accounts receivable.
b. Accounts payable
6. The company owes money to its … . 2. What is the composition of the company’s
a. cash flow non-current assets?
b. creditors
a. Its assets are worth $4 million.
b. It’s got two buildings and 20 industrial
bread machines.
3. Have you got any long-term debt?
a. Yes – our merchandise turnover.
b. Yes – a loan of 60 monthly payments.
4. What are cash equivalents?
a. They’re assets that can be changed into
cash easily.
b. They’re money that isn’t included on a
balance sheet.
Your Turn
You and your partner are investors. You’re
thinking about investing in a young company
that is profitable but has got a cash flow
problem. Ask and answer questions to
complete its financial statements. Then analyse
the information and suggest how to handle its
cash flow problem.
Student A: Turn to page 89.
Student B: Turn to page 98.
Writing Task, page 110 Workbook, page 30 59
15
Banking
Getting Started: Vocabulary (page 127)
1 R ead the advert. Then read the false sentences
below and correct them by changing the words
and expressions in bold.
SAVINGS BANK OF THE MIDLANDS 2 Aacscmouanlltbaunst i(nBe)s. sLioswtennetro(At)hies dtaialkliongguteoahnedr fill
Business Banking in the missing words.
Need help financing your business? A: Our cash flow 1. isn’t
Having short-term fluctuations in cash flow? improving.
Our Small Business Loan can give you the flexibility you
need to be able to fund your long-term projects. B: Yes, I think we have to consider applying for
a line of credit. It’s the only way to pay our
Overview 2. .
Business loans available between £1,000 A: A line of credit? How does that work?
and £25,000
C hoose your repayment terms: repayable over 12 B: I t works a lot like a credit card. You can
months to 10 years withdraw funds from the credit line any time
I nterest rate and repayments fixed for the duration and the 3. offers you flexible
of the loan
O nce approved, funds can be credited the same day payment terms.
Business current account required
Personal guarantees not required A: Does a line of credit have to be secured
O ne-month payment holiday allowed against collateral?
O nly £100 arrangement fee at opening
Y ou can apply online, by phone or at the branch B: Some do, but we can apply for an unsecured
line of credit so that no collateral is needed.
Apply for Small Business Loan Online at
[email protected] A: How much 4. can we get?
Or call us at 0880 800 8989 Or visit any of our branches B: I hope we can have access up to $50,000.
1. The minimum loan for a small business is A: And what will the bank require to approve
£25,000. this line of credit?
B: T hey’ll want to see our financial
2. The interest rate may change every year. 5. . They’ll check if we’ve
got a good business credit rating and if
3. There is no arrangement fee for taking a we’re profitable.
loan. 3 P ractise the dialogue in Exercise 2 with a partner.
4. After your loan has been approved, you will Pay attention to the expressions in colour.
receive the money in two weeks’ time. Tip!
5. All loans for small businesses must be repaid The advantage of a line of credit over an
ordinary loan is that interest is not usually
to the bank within 12 months. charged on the part of the line of credit that
is unused, and borrowers can draw on the
line of credit at any time that they need to.
60
4 Read the dialogue in Exercise 2 again. Then 7 Listen and repeat the words and phrases.
answer the questions. Then use them to complete the sentences.
1. What is the accountant’s solution to the
secured w payment holiday w projection
business’ cash flow problem? deny w personal guarantee
1. A is an estimate of a future
situation.
2. What is a line of credit similar to?
2. I’m afraid the bank will probably
us an additional loan.
3. What is an unsecured line of credit? 3. When a loan is , its
repayment is ensured.
4. A promises that a person’s
4. How much money does the accountant hope
the business will be able to access? assets will be given to the bank if the person’s
company can’t pay back its loans.
5. What must the bank look at in order to 5. You don’t have to start paying back your debt
approve a line of credit? for three months. The bank is giving you a
.
Working with Vocabulary 8 Complete the sentences with the correct form
of words and phrases from Exercises 5, 6 and 7.
5 Listen and repeat the words and phrases in 1. My line of credit isn’t secured against any
.
colour. Then circle the correct answers.
1. When you take a loan, you lend / borrow money. 2. A company’s cash flow is an
2. My restaurant has got its business account / estimate of its future cash flow.
branch at New International Bank. 3. Our company’s business account is at Eleven
3. When you withdraw / overdraw money, you
Bank’s on Leeds Road.
take out more money than you’ve got.
4. Last year, I my brother
4. I’ve got a standing order / credit limit, so my
electricity bill is paid automatically. $10,000 to start his own business.
5. The bank gave us a loan with excellent 5. You’ve reached your . You
terms / current accounts – only 1% interest. can’t withdraw any more money.
6 Listen and repeat the words and phrases in A. 6. Unfortunately, the bank has just
my request for a line of
Then match them to their definitions in B.
credit.
A 1. credit rating 4. collateral Your Turn
2. pay off 5. arrangement fee A business owner is meeting his Account
Manager at the bank. Listen to their
3. line of credit conversation and complete the Account
Manager’s notes.
B a. pay back
b. sum paid for organising a service ROYAL BANK OF WALES
c. evaluation of the ability of a business Meeting Notes
to pay its debts
Meeting called by: Kevin Rich, owner of Clean Right
d. assets that a company will give the Date: 5th March, 2014
bank if it can’t pay back a loan
Type of business: 1.
e. an amount of money a company can Reason for meeting: 2.
borrow from one place during Amount asked for: 3.
a period of time up to a Money to be spent on:
maximum limit • paying off debts to 4.
• purchasing 5.
Arrangement fee: 6.
Monthly interest rate offered: 7.
Possible collateral: 8.
61
Insurance
Getting Started: Vocabulary (page 127)
1 R ead the webpage. Then complete the sentences below.
OTIC - Old Trust Insurance Company
PROPERTY CAR LIFE RETIREMENT BUSINESS
BUSINESS INSURANCE POLICIES
➦ Choose OTIC and save 10% when you buy insurance online.
➦ Our policies are designed with small businesses in mind.
➦ You can pay your premium in one payment or six interest-free monthly payments.
Van Insurance Public and Employer’s Liability Insurance
At OTIC, we’ll cover your van whether you use it for Make sure you protect your business. Even if you
business or pleasure. Your van isn’t just a vehicle – it’s employ only one person, you’ll need employer’s liability
your business. So if an accident takes you off the road, insurance – it’s the law. If any of your employees or a
we’ll give you a guaranteed courtesy van. customer gets injured, you must be covered. Even the
smallest incident can lead to a big compensation claim
Up to 60% no-claim discounts from a third party.
Optional extra: legal assistance following an accident
Up to £100,000 to cover legal fees
Up to £10 million protection to cover damages
Professional Indemnity Insurance E-risks Insurance
Nobody wants to make a mistake in their work, It protects your business against damage caused
but it’s a good idea to have professional indemnity to computers by viruses and hackers, as well as
insurance to cover mistakes or negligence if a claim against the dangers of electronic identity fraud.
is made against your business.
1. If you buy an insurance policy online from 2 A business owner (A) is talking to an insurance advisor
OTIC, you will get a . (B). Complete the dialogue with the words below. Then
listen to the dialogue and check your answers.
2. Premiums can be paid in
, instead of in one money w three w fees w staff w discount w gardening
payment.
3. If you can’t use your van because of an accident, A: I’m starting my own 1. business
OTIC will give you . and I’d like to know what types of insurance you’d
recommend.
4. According to the law, an employer must have
. B: Are you going to work on your own, Ms Lane?
5. OTIC’s public and employer’s liability insurance A: No, I’m planning to hire 2. workers.
provides a maximum of
to pay lawyers for their work and a maximum B: Then you must purchase employer’s liability
of for damage insurance. UK businesses that employ
compensation. 3. are legally obliged to do so.
You can be fined if you’re not covered.
6. Professional indemnity insurance protects A: How does this insurance protect my business?
against claims related to
. B: If, for example, there’s an accident and the
business is sued, the insurance will pay your legal
7. E-risks insurance covers damage caused 4. and compensation costs if
by electronic identity fraud, hackers and necessary.
.
A: How much 5. will it pay?
Tip!
B: The limit on our policy is £10 million.
Insurance, as we know it today, can be traced to the A: I see. I also need to insure my van. I can’t work
Great Fire of London (1666), which burnt down more without it.
than 13,000 buildings. After the disaster, Nicholas
Barbon opened an office to insure buildings. In 1680, B: I can offer you a 20% 6. on your
he established England’s first fire insurance company,
“The Fire Office”. van insurance if you also buy employer’s liability
insurance.
62
3 Practise the dialogue in Exercise 2 with a 15
partner. Pay attention to the expressions in 6 Listen and repeat the types of insurance.
colour.
Then read the people’s comments and write the
4 Read the dialogue in Exercise 2 again. Then relevant type of insurance for each situation.
public and employer’s liability insurance
write T (true), F (false) or DS (doesn’t say) next van insurance w e-risks insurance
to the sentences. professional indemnity insurance w fire insurance
1. Ms Lane is going to employ members of 1. “I had an accident driving the business’
her family in her gardening business. vehicle while I was transferring goods.”
2. According to the law, an employer must 2. “My warehouse has been damaged by a fire
have employer’s liability insurance. that started because of electrical failure.”
3. The employer’s liability insurance offered 3. “One of my employees was injured by a shelf
will pay a minimum of £10 million. that fell on his head.”
4. The premium on van insurance is higher 4. “Some of my customers are very unhappy
than the premium on car insurance. with the advice I gave them.”
5. Ms Lane will save money if she purchases 5. “A hacker has damaged my computers
van insurance as well as employer’s and stolen some critical information.”
liability insurance.
7 Listen and repeat the words and phrases in
Working with Vocabulary
colour. Then tick the logical sentences.
5 Listen and repeat the words and phrases in 1. If your insurance policy covers legal fees,
the insurance company will pay a lawyer to
colour. Then match A to B to form sentences. give you service.
A 2. Identity fraud is legal.
1. A policy holder is a person or a company 3. A company can be fined for having a profit.
4. The business has suffered a number of
that ... public liability claims over the years.
2. You can be offered a no-claims discount on 5. A courtesy van is often supplied free of
charge by a van insurance policy.
your insurance when ... 6. The company’s computers were damaged
3. If someone is injured on the premises of your by a virus despite the anti-virus software
that was installed in them.
business, ... 7. We designed the offices with the
4. You can pay your premium in one payment ... employees in mind, so no one had enough
5. The company was sued ... space to work efficiently.
6. When you are covered by an insurance 8. A third party is a person or company that
is making a claim against a policy holder
policy, ... (the first party) and the insurance company
(the second party).
B
a. for negligence.
b. it means you are insured.
c. you can be liable for the accident.
d. or in a few monthly payments.
e. owns an insurance policy.
f. there haven’t been any claims against
your policy for a certain time period.
Your Turn
Imagine you and your partner are starting a small business.
Choose one type of business below. Then follow the chart
on page 90 and act out the conversation.
a café w a courier service w an accounting firm
a fitness club w a computer maintenance and repair business
Workbook, page 32 63
16 Global
E-commerce
Getting Started: Vocabulary (page 128)
1 R ead the webpage. Then explain why
items 1-7 on the right are mentioned.
SHUT TLE POWERING YOUR E-COMMERCE WEBSITE 1. templates
Company Services Pricing Showcase
2. Deal of the Day
We’ll host your e-commerce website and
help you to meet all your objectives:
3. Social Shop
Create a stylish professional site that’s sure to impress.
Choose from our ready-to-use templates.
4. mobile phones
Do business with unlimited bandwidth.
We set up and host your e-commerce website, enabling
heavy business traffic at all times. 5. feedback
Offer daily deals.
Use our Deal of the Day feature to keep customers coming back 6. credit cards
for more.
Sell your products on Facebook. 7. 24/7
Use our customisable Social Shop to list products directly on your
Facebook page and run promotions.
Put your shop in your customers’ hands. Tip!
We include mobile commerce features so that your customers
can browse and shop with their mobile phone. Your shop will be 24/7 means 24 hours a day,
compatible with all types of smartphones. 7 days a week. This term is used
to describe a service that is always
Stay connected to your customers. available.
Support your customers and gather valuable feedback from them.
Accept payments by credit cards with a secure shopping cart.
Credit card and order data is encrypted and secure with our service.
Work calmly with 24/7 support from real people.
Get help from our e-commerce experts round the clock for no
additional charge.
2 The owners of a jewellery business (A and B) are considering setting up an online shop.
Listen to the dialogue and circle the correct answers.
A: We could make more money if we sold our A: If we choose the Queen Package, it’ll cost
1. silver / gold jewellery on the Internet, too. $30 per 4. year / month. This package offers
We’d be open for business 24/7. unlimited bandwidth and we won’t be
charged any transaction fees.
B: But how are we going to set up an online
shop? We don’t know 2. much / anything B: Great. Let’s take photos of our 5. jewellery /
about online shops. products right now.
A: There are e-commerce platforms that can A: Good idea. We can run promotions and
provide us with everything we need. post the pictures directly on Twitter and
Facebook.
B: Really?
A: Yes, we just have to choose a template 3 Practise the dialogue in Exercise 2 with a
and we can create our website design. partner. Pay attention to the expressions in
B: How much does an e-commerce platform colour.
3. charge / take for hosting an online shop?
64
4 Read the dialogue in Exercise 2 again. Then 7 Listen and repeat the words and phrases in
match A to B to form correct sentences. colour. They are in the wrong sentences. Write
A 1. An online shop is ... the words or phrases next to the correct
sentences.
2. You use a template to design ... 1. You can use our support as models to create
3. The Queen Package provides ...
4. The Queen Package doesn’t charge ... your own website.
5. The two businessmen want to ...
2. When you shop online, you can see what you
B a. the look of your website. have chosen by looking at templates.
b. run promotions on social networks.
c. open all the time. 3. If your online store becomes popular, then
d. unlimited bandwidth. you’ll have a lot of customers at the same
e. transaction fees. time and will need a platform.
Working with Vocabulary 4. It’s important to have all the unlimited
bandwidth you can get when you start a
5 Listen and repeat the words and phrases in business because you will need help and
advice.
colour. Then tick the logical sentences.
1. Power is the opposite of ability. 5. To create your online store, you have to choose
2. A stylish shop is designed fashionably. your shopping cart that will provide you with
3. When you post information on a website, everything you need.
people can read it.
8 Listen and repeat the words and phrases. Then
4. An expert knows very little about a
certain field. use them to complete the sentences.
5. When you place an order, you want to adapt w impose w localisation w worth the effort
purchase something. compatible w retail
6. When a service is available round the 1. Is this software with any
clock, it is available most of the time.
personal computer?
7. We host your website – we provide all
the services necessary for it to function 2. You mustn’t your
properly.
ideas on the website designer. Let her make
8. Customers’ feedback about a product
includes their comments and reviews decisions.
about it.
3. How did the company
its vehicles for snowy weather?
4. is an important issue
when you want to sell a product in a different
continent.
6 Listen and repeat the words in A. Then match 5. It was very difficult to set up our business,
the words in A to their definitions in B. but now it’s very profitable. It was definitely
.
6. It’s a business. It sells
A small quantities of goods directly to the public,
1. browse
2. gather 4. showcase but not for resale.
3. accept 5. encrypted
6. customise Your Turn
B Listen to an e-commerce expert on a radio
a. collect programme giving tips about setting up an
b. agree to receive online shop. Tick the tips he gives.
c. in code
1. It’s advisable to first check if consumers
d. change according are interested in your products.
to specific needs
2. It’s important to invest a lot of money in
e. look around setting up the online shop.
f. a place for 3. Your e-commerce shop doesn’t have to
displaying things change much over time.
4. To expand the business abroad, you must
adapt it to local demands.
5. It’s best to use one payment method to
do all your business.
65
Dealing with Suppliers
Getting Started: Vocabulary (page 128)
1 R ead the blog entry. Then circle the correct
answers to the questions on the right.
TEHNETRSPEoEsPNteRSdEIBbNyLEAEUmRy BYoLuOnGg Home About Archive Contact
Dealing with Suppliers 1. Which problem does the blog not mention?
when Starting an Online Venture a. The products supplied may be of low
You’ve set up an online retail business. Your website is striking quality.
and it’s getting a lot of traffic. But what about suppliers? It can b. There may be additional taxes you
be extremely difficult to find reliable suppliers for your products.
A lot of things can go wrong. Product quality may not meet the didn’t know about.
requirements, shipping can be late, there may be hidden taxes, c. The sourcing company may employ
or you might give your money to a fraud who has no intention of
shipping anything to you. If you don’t turn to a sourcing company, frauds.
here are some tips for working directly with a new supplier. 2. What should you do in order to check
Check product quality: To prevent errors and misunderstandings product quality?
in your order, ask as many questions as possible. Ask the supplier to a. Request a questionnaire.
send you a free sample in order to test the quality of the product and b. Request a free sample.
its packaging. c. Request products without packaging.
3. What happens with an escrow service?
Use an escrow service for first-time payments: With an escrow a. You transfer money to the supplier.
service, you and your supplier work with an intermediary, a neutral b. Only the supplier transfers money to
third party, and the supplier gets paid only after you have received,
inspected and approved the goods. the intermediary.
c. The intermediary transfers your money
Negotiate payment terms: You should pay at least 30 days after
receiving your product. This will allow you to manage your cash flow to the third party.
and to negotiate with suppliers if there are any problems. 4. What is recommended?
a. Paying for supplies as soon as possible.
Get to know the supplier: Beyond business talk, try to chat a little b. Paying for supplies 30 days or more
with the supplier. This will help you assess what kind of person you’re
working with. after receipt.
c. Paying only after you manage cash
2 An entrepreneur (A) is speaking to a prospective
flow problems.
supplier (B). Listen to the dialogue and fill in the
missing words. 3 Practise the dialogue in Exercise 2 with a
A: I’m setting up a lighting business 1. . partner. Pay attention to the expressions
in colour.
I’ve got all my designs ready and I need a supplier
who can make high-quality light fixtures. 4 Read the dialogue in Exercise 2. Give four
B: Well, we’ve been in business for over reasons why this supplier might be a good
2. years. Our light fixtures are supplier to work with.
handmade and this allows us to always 1.
3. high-quality products. 2.
3.
A: Could you send me some samples? 4.
B: Of course. I’m sure we’ll meet all your quality
requirements, but I understand your need to
4. our product.
A: Do you require an advance payment when we
place an order?
B: No, we use an escrow service so that we’re paid
after you receive and 5. the supplies.
A: And what is your returns policy?
B: Items returned within 30 days, get a full refund.
66
16
Working with Vocabulary 7 Listen and repeat the words. Then use them to
5 Listen and repeat the words and phrases in complete the sentences.
colour. Then circle the correct answers. allow w prevent w intermediary w packaging
1. Does your website get a lot of traffic? sensible w handmade w intentions
a. Yes, so it’s not very popular!
b. Yes, it’s got lots of visitors all the time! 1. These clothes are . They
2. We are negotiating the terms. aren’t created by machines.
a. I think we’ll win!
b. I think we’ll reach an agreement soon. 2. We work carefully, but we can’t
3. Mrs Erikson is a neutral lawyer in the business all errors.
contract between Neal and Rose. 3. The isn’t very strong. I hope
a. She is working on the contract for both
nothing breaks on the way.
Neal and Rose.
b. She is only Neal’s legal assistant. 4. The sum of cash we received will
4. I’m afraid something will go wrong at the us to purchase a colour
convention. photocopier.
a. There are only three hours till it starts.
b. Maybe there’s something we haven’t 5. He collects a lot of information and analyses
it before making decisions. He’s very
thought of. .
5. Ron is an entrepreneur.
a. He’s set up three businesses. 6. Despite the shipper’s good ,
b. He’s the Head of Customer Service.
6. The advert at the train station for Dunn’s the cargo was late because of stormy weather.
Jewellery is striking. 7. Instead of giving the money directly to the
a. Everyone notices it.
b. It’s not special. supplier, we gave it to an ,
6 Listen and repeat the words and phrases in who will give it to the supplier once we receive
colour. Then match A to B to form sentences. the goods.
A
1. A venture is a new business that ... 8 Complete the sentences with words from
2. I was surprised to discover hidden taxes
Exercises 5, 6 and 7.
that ...
3. An escrow service is a good way to ... 1. He charged us £200 for the mobile phone, but
4. It’s quite easy to assess ...
5. Some frauds are hackers that ... it didn’t work. He was a .
6. According to the company’s returns policy, ...
7. Misunderstandings often happen with 2. Kate’s appearance is . People
in the street often look at her.
suppliers that ...
3. Rick’s latest is opening a
B
a. added to the cost. restaurant inside his fitness centre.
b. obtain people’s personal details illegally
on the Internet. 4. We’ve planned everything so carefully. Don’t
c. speak a different language.
d. you can get a full refund for worry. Nothing can .
items you dislike.
e. the quality of this product. 5. An intermediary must be a
f. involves considerable risk. person who isn’t connected to either side.
g. make secure
transactions. 6. You must inspect the van and drive it in order
to if it’s worth buying.
Your Turn
Student A: You have just set up an online furniture
shop and are meeting with a furniture supplier.
Ask your partner questions to complete the chart
on page 90.
Student B: You are a furniture supplier meeting
the owner of a new online furniture shop. Turn to
page 98 and answer your partner’s questions.
Workbook, page 34 67
17
Training
Getting Started: Vocabulary (page 129)
1 R ead the advert. Then complete the sentences.
2GETTING GETHER
Does your team of employees seem tired, unmotivated or stressed?
It isn’t easy to work in a team and it doesn’t always come naturally.
If you feel that your team isn’t pulling together, we’ve got the solution!
We offer time stress presentation communication conflict
courses in: management management making skills resolution
We also offer exciting workshops to help your employees bond as a team Tip!
and really work together. Why not take your staff out of the office to experience
a different setting with new challenges? We sometimes form adjectives
These are some examples of our popular workshops: by adding the suffixes -ed or
B ushcraft – Go into the forest and survive as a team on its own in the wild! -ing to a word. When we add
-ed, the adjective describes a
Treasure Hunt – Work as a team to solve clues, and if you’re lucky, you’ll find the treasure! person’s feeling. When we add
-ing, the adjective describes
Laughter Yoga – If you prefer something less strenuous, try our laughter yoga workshop the noun causing the feeling.
in your office. It breaks the ice and helps participants become more relaxed and
comfortable with each other. Are you relaxed?
Contact us and we’ll send one of our advisors to your offices to help you This is an exciting workshop.
select the most suitable courses and workshops for your staff.
Send your details to: Daniel Bond at [email protected]
1. The courses offered are suitable for employees who feel exhausted,
or .
2. Two courses, and ,
focus on how employees speak to each other.
3. Two of the workshops involve being away from the .
4. The workshop helps people feel calmer.
5. The company offers to send to help you
choose from their services.
2 ASacleosmMpaannya’gseSrasle(Bs).DLiriesctetonrt(oA)thisetdalikailnoggutoe one of the regional answers.
and circle the correct
A: Meg, I’m very disappointed with your A: I think we need a different approach. In
region’s sales figures. They’ve decreased my opinion, we should try some bonding
by 1. 15% / 25% this quarter. activities for your team.
B: I know, Charles. I was shocked when I got B: Do you think they’ve got a problem with
the figures. I can’t understand it – our 4. interpersonal / organisational skills?
2. product / customer service is the best and
our promotional material is excellent. A: Yes, I do. They also seem 5. stressed / tired.
B: Have you got any suggestions?
A: If you ask me, the problem is the sales A: Well, there’s a company that specialises in
team. They’ve lost their team spirit.
teambuilding activities.
B: I don’t know why my reps are unmotivated. B: Oh? Sounds like it’s worth trying.
They received 3. small / big bonuses in the
last quarter, but this quarter, only one rep 3 P ractise the dialogue in Exercise 2 with a partner.
has achieved his target sales.
Pay attention to the expressions in colour.
68
4 Read the dialogue in Exercise 2 again. Then 7 Listen and repeat the words and phrases.
answer the questions. Then use their correct form to complete the
1. What problem does the Sales Director bring up? sentences.
bond w experience w treasure hunt w challenge
2. Why is the regional Sales Manager surprised conflict resolution w workshop
by the problem? List three reasons. 1. Louise is an expert on .
She helps employees find different ways to
resolve their disagreements.
3. What is causing the problem, in the Sales 2. Our company has
some difficulties lately – a slow turnover and
Director’s opinion? List two of the causes. growing debt.
3. This is not going to be an easy project, but I’m
4. What solution does the Sales Director suggest?
sure it’ll be an exciting .
4. Have you ever been on a
? It’s a game – you
search for hidden objects.
Working with Vocabulary 5. Last week, I went to a
on stress and laughter.
5 Listen and repeat the words. Then write each 6. Have the members of your new team
? Do they work well
word next to its definition.
together?
stressed w relaxed w unmotivated w interpersonal 8 Tick the logical sentences.
evaluate w strenuous w prioritise w shocked
1. Employees usually get a bonus when they
1. : without determination don’t complete their work on time.
2. : nervous 2. When people pull together, they work as a
team to achieve a goal.
3. : assess
3. You read the clues carefully when you are
4. : calm trying to solve a crossword puzzle.
5. : surprised in a negative way 4. Different clothes shops have got different
marketing approaches.
6. : between people
5. When you are shocked, you usually feel
7. : requiring hard work very relaxed.
8. : decide on the relative 6. When you have got many tasks to do in a
importance short period, it’s a good idea to prioritise
the tasks.
6 Listen and repeat the words and phrases in
Your Turn
colour. Then circle the correct responses.
1. How did you break the ice when you met Two employees who took part in training
activities are discussing them in the office.
the new group of employees? Listen to their conversation and complete the
sentences.
a. With laughter – I told them a very funny
joke. 1. Joe took a course on
management.
b. I gave each employee a bonus.
2. What is your approach to the company’s 2. One tip was to keep a and
study it at the end of each day.
cash flow problem?
3. Another tip was not to on
a. I think we must wait for clues. the phone for long.
b. In my opinion, we must meet with a
4. Alison’s workshop took place in a
financial advisor. .
3. My team didn’t pull together, so we didn’t
complete the project on time.
a. Haven’t they got any team spirit?
b. Did they not like the office setting?
5. In Alison’s workshop, they couldn’t take their
with them.
6. For dinner, they ate fish that they
.
69
Teamwork
Getting Started: Vocabulary (page 129)
1 R ead the blog entry. Then
answer the questions below.
BUSINESS MATTERS – Jennifer Chan’s Blog 2 Three employees at a
The Power of Teamwork fashion business are having a
discussion. Complete the conversation with the
Nothing can be more demotivating for employees than to words below. Then listen to the conversation
feel that they are alone, that they have to do everything and check your answers.
on their own, and that no one listens to them. Obviously,
when people aren’t motivated, they aren’t going to perform line w survey w focus w colours w meet w changes
to their best ability. That’s where teamwork comes in.
There are many advantages to collaboration. First of all, Greg: Kate, what do you think of my idea?
research has proved that businesses achieve their goals
more quickly and efficiently when people work as a team. Kate: Conducting an e-mail 1. ?
Team members constantly exchange ideas, as teamwork
facilitates good communication. Moreover, it encourages I think it’s problematic. Very few people
personal accountability. When each team member has participated in the previous one.
got a goal and is responsible to the rest of the team for
achieving it, everyone works harder. Commitment and Greg: That’s true. What about conducting a
contribution become key words. In addition, if there is a street survey in addition?
conflict, a team that works well together can settle it much
more easily. Kate: Actually, I think we need to concentrate
on improving our new 2.
Remember there’s no “I” in “team” – of summer clothes first – before we start
all for one and one for all! asking for customer feedback.
Comments: Greg: Kate, you’ve been working on that with
Sara. What 3. have you
Alison: I think teamwork is overrated. It doesn’t suit everyone.
Many people work better on their own, in a quiet place. Teamwork come up with?
is good when it’s limited to certain aspects of a project.
Kate: I’m afraid we’ve got different points of
Ray: I think teamwork stands or falls by personal accountability. view. We need the rest of the team’s input.
When there’s no personal accountability, there are always
people who sit around and let others do the work for them! Sara: You see, I’d like to improve the style of the
clothes and Kate insists we only need to
1. How do employees feel about working
alone, according to Jennifer? change the 4. .
Greg: We could always look into both aspects.
2. Why does Jennifer mention research?
Kate: Good idea! Greg and I will do research on
the latest colours, and Sara can
3. Why does Jennifer mention conflicts? 5. on the style.
Greg: That sounds reasonable.
4. Why doesn’t Alison agree with Jennifer
Sara: I agree. Let’s 6. on
about teamwork?
Thursday morning to share our ideas.
5. What problem has Ray got with teamwork? 3 Practise the dialogue in Exercise 2 with two
partners. Pay attention to the expressions in
70 colour.
Tip!
Companies often use a SWOT analysis
to analyse their situation in the market:
Strengths, Weaknesses, Opportunities
and Threats.
17
4 Read the dialogue in Exercise 2 again. Then read 7 Listen and repeat the words in colour.
the false sentences below and correct them by Then match A to B to form sentences.
changing the words and expressions in bold. A
1. Kate thinks an e-mail survey is a great idea. 1. He always makes a huge contribution ...
2. This idea is problematic because it
2. Kate thinks they should focus on improving requires ...
their winter clothes. 3. Let’s collaborate and design ...
4. He doesn’t share his ideas ...
5. Her main strength is that she’s ...
6. Her main weakness is that she is ...
3. Sara wants to change the colours of the
clothes in the summer line. B
a. sometimes rude.
b. a lot of time and work.
c. to the team’s work.
4. Greg suggests looking into the prices and d. very relaxed.
sizes of the clothes in the summer line. e. a line of shoes together.
f. with the rest of the team.
5. The team is going to meet again on
Wednesday afternoon.
Working with Vocabulary 8 Listen and repeat the words and phrases. Then
5 Listen and repeat the words and phrases in use them to complete the sentences.
colour. Then circle the correct answers. e ncourage w demotivating w input w prove
1. We must work together on this project if we perform w facilitate w commitment
personal accountability
want to do it well. We have to cooperate /
express with each other. 1. Unfortunately, the team is finding its new
2. When did you settle / come up with these
wonderful ideas? They’re so original! project .
3. I think that’s a reasonable / an overrated 2. Did all members of the team
salary for a receptionist. their tasks as requested?
4. What is your point of view / aspect on this 3. I always my co-workers to
issue?
express their opinions.
4. How did researchers that
6 Circle the correct answers. teamwork makes people more efficient?
1. We tried to settle the … . 5. is very important in
teamwork. Everyone must be responsible for
a. meeting b. conflict his or her own part within the group’s work.
2. That’s an overrated … . It’s not as good as 6. The new computer program will
everyone says it is. decision-making because it
a. book b. problem presents the data in a clear format.
3. It isn’t easy for him to express his … . 7. I don’t know how to handle this problem. I’d
a. time b. feelings like your on it.
4. I think the most important aspect of teamwork 8. Jill’s to the team is
is … .
impressive. She’s always ready to work
a. personal accountability b. workshop overtime and help others.
5. You should cooperate when you have … Your Turn
objectives.
You work for a company that manufactures
a. the same b. different jeans and you must decide how to market
the new line of jeans. Work with a partner.
Make suggestions and give feedback on your
partner’s suggestions. Together, decide which
option you prefer. Use the ideas on page 91 or
ideas of your own.
Writing Task, page 110 Workbook, page 36 71
18 Leadership Skills
Getting Started: Vocabulary (page 130)
1 R ead the page from a business coursebook. Then write T (true) or F (false)
next to the sentences below. Copy the phrases that gave you the answers.
HOW TO BE A LEADER
A leader has got the ability to direct the actions of others for the good of all. You can learn to be a leader,
but you have to work at it – hard. This list of techniques can help you transform into the type of leader you
choose to be:
BE PROACTIVE, RATHER THAN REACTIVE. Try to identify potential problems and solve them before they turn
into a crisis. Good leaders constantly analyse the situation and adapt their business to the circumstances.
COMMUNICATE CONSTANTLY. Make sure your employees know what you are doing and planning. Share your
vision to provide direction for your entire team and enable your vision to become a reality.
EMPOWER – DELEGATE AND FACILITATE. After you set clear objectives for your team, leave the detailed
implementation of these objectives up to the team. Don’t try to micromanage, but be available to offer advice
and support.
DEVELOP YOUR TEAM. Ensure all team members receive continuous training to develop and enhance their
skills. Have regular review sessions to assess each member’s performance and give feedback.
STAY CLOSE TO YOUR TEAM. Be seen. Visit each department on a regular basis, and remember to thank
employees and praise them constantly. Make time in your busy schedule for people to approach you –
and most importantly, make sure you really listen to them.
1. To be a good leader, you must be born one.
2. A leader should look for problems.
3. The employees should not have any information about their manager’s projects.
4. Employees should be trained well, not only when they start their job.
5. It’s important to be in touch with employees and speak to them face-to-face.
2 AL instoerngatnoisthateiodniaallopgsuycehaonlodgfiislltin(At)hies talking to the Head of Design (B) at Desgo.
missing words.
A: Lisa, I understand you’ve recently become B: Y es, that’s one of the issues. Another issue is
head of the department, after working here the lack of time. I can’t get my own work done.
for 1. years. A: Well, one problem leads to the other.
B: Y ou’re right. But what’s the solution?
B: T hat’s right, Lily. Being a manager isn’t as A: I’m sure there are many. How about setting
simple as I’d thought.
up a daily meeting with your team to discuss
A: No? What are you finding difficult? problems? You’ll have to keep these meetings
5. and focused.
B: W ell, I’m very close to my team. I don’t B: Y es, and then everyone can learn from each
2. alone in my office all other’s problems. That will definitely save time!
day. I walk around the floor and help my
designers solve all kinds of problems. Tip!
A: T hat sounds good to me – like you’re doing We can use reflexive pronouns to talk about actions
a 3. job. where the subject and the object are the same.
The employees must learn how to work things
B: T he problem is that I can’t make all the out for themselves.
decisions. I solved the problem by myself.
A: You mean your employees must learn how
to work things out for 4. ?
72
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. Do you constantly receive phone calls?
4 Read the dialogue in Exercise 2 again and a. Yes, two or three a day.
b. Yes, all day long.
complete the sentences. 2. Keep the outgoing domestic mail separate
1. The Head of Design is surprised by how from the international mail.
a. OK, I’ll put everything together in this
hard it is .
box.
2. She spends a lot of time helping her . b. OK, I’ll use two boxes.
employees to 3. We must identify the problem so that we
3. She is complaining that her employees don’t can solve it.
. a. Yes, we must find the part that needs
4. She is also complaining that she hasn’t got repairing.
b. But let’s think of solutions first.
enough . 4. Our supervisor really empowers us.
a. Does he give you a lot of work?
5. The organisational psychologist suggests b. Does he allow you to make decisions?
having 5. Doesn’t that noise bother you?
. a. Yes, I can’t stand it.
b. Yes, it’s very relaxing.
6. The Head of Design thinks the organisational 6. Did you work things out with your business
psychologist’s suggestion will help her partner?
a. Yes, we resolved the conflict.
employees b. Yes, we stopped working together.
7. Do you get along with your team?
and it will give her . a. Yes, we work well together.
b. Yes, we work overtime every day.
Working with Vocabulary
Your Turn
5 Listen and repeat the words and phrases.
Two friends who work at different companies are
Then write them next to their definitions. discussing their managers’ leadership styles.
Listen to the conversation and tick the correct
direct w delegate w enhance w lead to columns.
praise w socialise w approach
Brsiaunp’servisorSasnudprear’svisor
1. : supervise, control 1. has lunch with the employees.
2. : improve, increase separates personal life from
2. work life.
3. : cause
is an inspiring model to the
4. : get together, go out 3. employees.
5. : come near 4. often praises the employees.
6. : give responsibility to 5. trains the employees well.
often answers phone calls
another person
6. while training employees.
7. : express approval or
admiration about achievements
6 Listen and repeat the words in colour.
Then circle the correct answers.
1. Managers must be entrepreneurs. They
have to be reactive / proactive.
2. Your ideas are wonderful, but their
implementation / inspiration won’t be easy.
3. The Operations Director meets with her team
on a regular basis / crisis – twice a week.
4. Our main problem right now is a reality / lack
of space in the office building.
5. Our Managing Director has got a clear
vision / circumstance of the company’s goals
in the next five years.
73
Strategy Planning
Getting Started: Vocabulary (page 130)
1 R ead the notes from a seminar. Then circle the
correct answers on the right.
Building a Strategy = A Leader’s Role
Cdarniv’etrj’sussteabte–renaacvtiigvaet,imngustthebefuptruoraectwiivteh.
The leader sits in the 1. A leader mustn’t be … .
strategic awareness. a. reactive
Be prepared – don’t be caught off guard. b. caught off guard
Middniiussosctrtirdpaselctirtenipetoontbosea,vcsatkeoltufaaranotseamidltyeehsvietneitmgrhyseed,fasrayiowtmwuaaoyatrfikborronliomfaaendadaellnrmtdphaepekruoestpptpeeilncraatgnitsvoi.eou.ntIatflitraekse, s c. prepared
Keep on looking for ways to do things better, faster and d. proactive
cheaper. Maybe reinvent the business and its strategy.
NIscttoormmtaueptnesatgonyubygeilshecvatleenhlada,rtdwtemhopaaeatnvrahtegmirseyem/snhietnenglrtelervkoenellem,otwipesltaoihmnyeealececohvwmeihelpa,vtaipnnetgyrh’setsohcnseotagmrlaolpteaaevlsngeyyl–.’.sat 2. The best thing for a leader to do is to
constantly … .
Questions to ask:
• Wabpfaohfrwagetecarctinhotaifhnnegcgubepssuotswoairmneereeslorisskf?e–s(luyndpetepwomlictaeoanrmksdepi-npegrtlaailticosoewirneisgnrettpnhhrteeiecirrfeiusnp?tgr)uictreheset?hmbaaatrrwkgiealtlin?ing a. have meetings
Wpriloldauncytsofirtrheelesveacnhtatnogecsusmtoamkeeryso?ur(tchormeaptaonfy ’s services / b. make the business work better
• substitute c. put out fires
d. focus on operational distractions
products / services?) force for positive
A re there ways for your company to be a in the field?) 3. … should be aware of the company’s
• change? (lead a technological revolution strategy.
a. Only the Managing Director
b. Only the management
c. Every employee
d. Every single department head
4. A leader should try to evaluate how …
will affect the company.
a. new competitors
b. an increase in the cost of supplies
c. substitute products
d. a, b and c – all the answers above
2 The Managing Director (A) of a hotel is talking to the Marketing Director (B). Complete the dialogue
with the words below. Then listen to the dialogue and check your answers.
luxurious w Thursday w electricity w update w competitors w prices
A: We’re having a board meeting on A: Right. We must gather more information
1. to discuss the hotel’s about this new competitor. What does the
strategy in the light of changing circumstances. hotel offer and for what 5. ?
B: W hat are you most concerned about? B: Maybe we can market our hotel as a
personal, unique accommodation.
A: Unfortunately, there are a few problems to
overcome. We’ve already got a number of A: Perhaps, but first we must define the issues
serious 2. , and now a new clearly and try to break the problems down
into smaller problems.
hotel is opening down the road from us.
B: Yes, and it belongs to the Browne’s chain. Their B: OK, I’ll collect data on the new hotel and
hotels are very 3. . 6. you before the meeting.
A: Yes. In addition, our food suppliers have just Tip!
announced that they’re going to raise their
prices next month. There are many quotes about leadership.
“As we look ahead into the next century, leaders
B: And the price of water and 4. will be those who empower others.” – Bill Gates
have both gone up.
74
3 Practise the dialogue in Exercise 2 with a 18
partner. Pay attention to the expressions in 6 Listen and repeat the words and phrases. Then
colour.
use them to replace the words and phrases in
4 Read the dialogue in Exercise 2 again. Then bold in the sentences.
put out fires w overcome w be caught off guard
read the false sentences below and correct navigate w in the light of w substitute w force
them by changing the words and expressions 1. The CEO must plan and direct the
in bold.
1. The new hotel is opposite the discussed company’s business.
2. I’m sure we’ll succeed in dealing with this
hotel.
problem.
3. Our managers must handle crises all the
2. Two problems are the rising prices of petrol
and electricity. time.
4. Chimno is an important influence
3. The Marketing Director suggests promoting in the eco-friendly building market.
the hotel as a large, luxurious place to stay.
5. Plan ahead. You don’t want to be surprised
and not prepared.
4. The Managing Director wants to find the
solutions first. 6. I mustn’t have any sugar. What have
you got as a replacement for sugar?
5. The Marketing Director must collect 7. Our business is doing well considering
information for his department meeting. the present global economy.
7 Listen and repeat the words and phrases. Then
Working with Vocabulary use them to complete the sentences.
5 Listen and repeat the words in colour. Then distraction w reinvent w broader perspective
set aside w bargaining power w awareness
match the questions in A to the responses revolution w step back
in B.
A 1. How did the digital affect
1. What is your role in the department? the music industry?
2. Have you got discipline at work?
3. What did that customer demand? 2. The continuous ringing of phones in the office
4. What is the most serious threat to your
is a major for me.
company at present?
5. Does your bookshop belong to a chain? 3. The company must itself –
6. Have video cassettes become irrelevant?
perhaps it’ll make its main objective creating
B
a. She wanted a full refund. music, rather than marketing it.
b. Yes, it’s one of 26 in the country.
c. I think so. Nobody uses them any more. 4. When you look at things from a
d. I design promotional material. , you don’t focus on details.
e. I t’s the rapidly-growing competition in India.
f. Yes, I work seriously until I get my work 5. Now, let’s and evaluate this
done. information calmly.
Your Turn 6. It’s important to time to
evaluate your employees’ progress.
7. Today, there is more of
environmental issues than 50 years ago.
8. Our suppliers’ has grown,
and they have raised their prices by 10%.
You are managers at a local chain of fish restaurants. You are meeting
to discuss the company’s strategy in the light of changing
circumstances. Ask and answer questions to complete the chart with
the problems and possible strategies. You can add strategies of your own.
Student A: Use the information on page 91.
Student B: Use the information on page 99.
Writing Task, page 111 Workbook, page 38 75
19 Applying for
a Job
Getting Started: Vocabulary (page 131) 2 The Head of Sales (A) is interviewing a
1 R ead the job advert. Then write T (true) or F candidate (B) for the job of Sales Manager.
Listen to the dialogue and circle the correct
(false) next to the sentences below. Copy the answers.
phrases that gave you the answers. A: Good morning. I’m Jeremy Harper, the Head
International electronics company is looking for a of Sales.
B: 1. Nice / Pleased to meet you. I’m Liz
SALES MANAGER
Neilson.
for its Moscow office A: Have a seat, Liz. I’d like to ask you a few
Job responsibilities include: questions. Can you tell me about your
running a small but dynamic sales team educational background?
participating in exhibitions B: Of course. I studied Business Studies at
providing customer support Greenforest College for two years.
identifying and targeting new markets A: OK, and have you got experience in sales?
negotiating contracts B: Yes. I’ve been working as a 2. sales rep /
Sales Manager at Greendale Chemicals for
Job requirements: the last three years.
previous sales experience A: And why do you want to leave?
ability to lead and motivate a sales team B: I love my job there, but I feel I need a bigger
excellent interpersonal skills 3. salary / challenge, and the position you’re
ability to analyse local markets offering seems ideal.
effective negotiating skills A: I see. So why do you think you’re a good
fluent in Russian candidate for this job?
relocation to Moscow B: First of all, I’ve got a lot of experience in
f requent travel to other cities and sales. I’m very professional and organised,
and I’m excellent at negotiating. I’ve got
countries excellent people skills and I’m fluent in 4.
Russian / German.
Send CV to Becky Preston A: Well, thank you for coming to the interview.
[email protected] I’ll be in touch.
B: Thank you. It was nice meeting you.
Only suitable candidates will be invited for an interview.
Tip!
The Sales Manager … .
1. will supervise many people When companies want to fill a high-level
position and are looking for an especially
highly-qualified candidate, they often use
2. must have experience in organising exhibitions the services of recruitment companies
called “headhunters”.
3. will look for new customers 3 Practise the dialogue in Exercise 2 with a
partner. Pay attention to the expressions in
4. will direct and inspire a team colour.
5. will examine the Russian electronics market
6. must be good at reaching agreements with
customers
7. must speak a little Russian
8. will live in Moscow
76
4 Read the dialogue in Exercise 2 again. Then 7 Listen and repeat the words. Then find four pairs
read the false sentences below and correct of words with opposite meanings and write
them by changing the words and expressions them on the lines below.
in bold. o utgoing w insecure w hard-working w dynamic
1. Jeremy Harper is the Head of Human organised w lazy w responsible w confident
introverted w anxious w messy w knowledgeable
Resources.
2. Liz Neilson studied English. 1. –
3. She began working at her previous job two
2. –
years ago.
3. –
4. She hates her job.
5. She has got excellent accounting skills. 4. –
Working with Vocabulary 8 Circle the correct answers.
5 Listen and repeat the words and phrases 1. Lisa is showing me how to search for statistics.
She’s very knowledgeable / insecure about the
in colour. Then match A to B to form Internet.
sentences.
A 2. Tom is very good at keeping track of office
1. Bill has got a lot of experience in marketing supplies in our company. He’s very organised /
messy.
books, ...
2. You must be fluent in Spanish ... 3. Amanda is hard-working / confident. She’s
3. James is going to take an advanced course at the office from 7am to 7pm every day.
in English ... 4. Is Paul responsible / outgoing? Does he always
4. It isn’t easy to work under pressure, ... finish his projects on time?
5. When you target something, ...
5. It’s my first day at this job. I’m very lazy /
B anxious!
a. if you want this job.
b. especially when you’re a new employee. 6. Chloe isn’t a good marketing representative.
c. so we gave him the job. She’s too quiet and dynamic / introverted.
d. you make it your goal.
e. because his English is already quite 7. I’m not very confident about my work. In fact,
I’m quite responsible / insecure.
good.
8. I’m under pressure and I haven’t got time to
file papers, so my office is very messy / lazy
right now.
6 Listen and repeat the words and phrases. Your Turn
Then use them to complete the sentences. Listen to a radio presentation on interviewing tips.
Then tick the things the presenter mentions.
educational background w relocation
headquarters w logistical support 1. the importance of arriving on time
secondary school w vocational course 2. how to dress for an interview
3. how to greet the interviewer
1. The company’s 4. how to answer questions
are in London. 5. what documents to bring
6. how to organise your documents
2. The job requires a 7. which questions to ask the interviewer
to Paris! 8. the importance of smiling
3. What is your ?
Did you study at university?
4. I’m responsible for providing
. I make sure
that the equipment – the projector
and microphone – are working before
meetings.
5. I finished
when I was 18. Then I took a
in electronics.
77
Interviewing
Getting Started: Vocabulary (page 131)
1 R ead the interview form. Then answer
the questions below.
INTERVIEW FORM 2 The Human Resources Director (A)
Name: Liz Neilson isseicnotenrdviteimwein. gLiLsitzeNn etiolstohne(Bdi)aalogue
and fill in the missing words.
Telephone: 05796456721
Address: 27 Lilypond Drive, Coventry A: Hello, Liz. It’s nice to see you again.
Please 1. .
E-mail: [email protected] B: Thank you. I’m glad to be here.
Education: 3 secondary school A: As I told you on the phone, we’d like to offer
university 3 vocational you the job, but I want to go over a few
Skills: Computer skills: Word, Excel, PowerPoint 2. .
Languages: English (native), Russian (fluent) B: Certainly.
Work experience: Sales Manager – 3 years A: This job calls for a lot of overtime. How do
Greendale Chemicals you feel about that?
B: It’s 3. . I’m flexible about
hours – and I’m energetic.
Interviewer: Jeremy Harper A: Great. Your starting salary will be £60,000
per annum. Our sales reps work 40 hours a
Date: 6th August week, but as a manager, we expect you to be
conscientious and work as much as needed.
Impressions: hard-working, responsible,
organised, outgoing
B: That’s fair. What about holiday time?
No
Schedule a second interview: 3 Yes A: You get two weeks in your 4.
and eight days of paid sick leave. You also get
health insurance and retirement benefits.
1. In which city does Liz Neilson live? B: That’s great. It sounds like the perfect job.
2. Did she study at university? A: Good. So will you be able to start on
5. at 9.00 am?
3. What skills has she got?
B: Of course. I’m looking forward to it! Thank
4. Which languages does she speak? you, Mr Harper.
5. How many interviews has she had so far? 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. Then
match A to B.
A B
1. £60,000 a. holiday time
2. 40 b. minimum number of
3. 2 weeks work hours per week
4. 8 days
5. 9.00 c. starting time on first day
d. annual salary
e. paid sick leave
Tip!
When talking about managerial salaries, we
often use ‘k’ for ‘thousand’ and ‘per annum’
to refer to an annual or yearly salary.
£80k per annum means an annual salary
of £80,000.
78
Working with Vocabulary 19
5 Listen and repeat the words in colour. Then 7 Listen and repeat the words in A. Then match
choose the correct word to complete each the words in A to their definitions in B.
sentence. A
temporary w permanent 1. sensitive 4. creative
2. conscientious 5. industrious
1. I’m looking for a job. I want 3. easy-going
to work in the same company for a few B
a. has got original ideas
years. b. very serious about doing duties and
2. This job is for three months. It’s only a what is right
job. c. hard-working
d. is aware of other people’s feelings and
incentive w starting salary
behaviour
3. The is £60,000 per annum. e. pleasant and relaxed
4. Our company gives the best employees 8 Read the sentences and circle the correct
a weekend at a holiday resort. It’s a great
to work hard. responses.
1. Are you flexible about your hours?
shift work w schedule a. No, I don’t want to do shift work.
b. No, I’m easy-going.
5. The workers at the factory do 2. Our company has just fired 20 employees.
– from 7 am to 3 pm and a. Were they too energetic?
b. Were they temporary workers?
from 3 pm to 11 pm. 3. The Sales Manager is giving a £2,000 bonus
6. Every week, the marketing reps get their to the sales rep who sells the most phones.
for the following week. a. That’s a retirement benefit.
b. That’s a great incentive.
recruit w fire 4. The Managing Director has just offered Mike
7. Greg was late for work again. I’m sure they’ll a permanent job.
him soon. a. That’s probably because Mike is such a
8. Does your company many fast learner.
college students? b. That’s probably because Mike is too
health insurance w retirement benefits ambitious.
5. It’s great that they hired Melanie.
9. What are the at your new a. Yes, she’s really good at multitasking.
b. Yes, she’s never punctual.
job? They’re very important for your future.
Your Turn
10. My pays for my visits to the
doctor. Student A: You are the Managing Director and
are interviewing a candidate for a job as Sales
6 Listen and repeat the words and phrases in Director. Ask questions to complete the interview
form on page 92. Then discuss work hours, salary
colour. Then tick the sentences that are true and benefits. Use the information on page 92.
for you. Student B: You are applying for a job as a Sales
1. I’m very articulate. I’m good at speaking Director. Answer the interviewer’s questions.
in public. Use the personal information on page 99.
Then ask questions about work hours,
2. I’m very ambitious. I want a career. salary and benefits to complete the job
3. I’m a punctual person. I’m never late. information form.
4. I’m not decisive enough. It’s hard for me
to make decisions.
5. I’m not very flexible about hours. I can
only work at certain hours.
6. I’m very energetic. I don’t need to take
many breaks.
7. I’m a fast learner. I don’t need a lot of
explanation.
8. I’m not very good at
multitasking. I can’t do
more than one thing at
a time.
Writing Task, page 111 Workbook, page 40 79
20 Preparing a CV
Getting Started: Vocabulary (page 132)
1 R ead the tips for preparing a CV. Then answer
the people’s questions below.
Tips for writing a CV
➜ Make sure that your headings are clear.
➜ Use the spell-check on your computer.
➜ T he headings you should include are: Personal details, Education, Work experience,
Languages, Skills and References.
➜ P ersonal details: Include name, home address, date of birth, phone number and e-mail
address. Other details you can include are your gender, nationality and marital status.
➜ Education: Include all relevant courses. State where you studied. Always start with the most
recent place you studied.
➜ W ork experience: Write your most recent place of work first. Give an accurate job
description. You can also include any part-time work that you have done.
➜ Languages: Mention any foreign languages you speak.
➜ Skills: List computer skills or any other skills that are relevant to the job.
➜ References: Ask two people if they would be prepared to give you references – one should
be from a place where you studied, the other should be from a place where you worked.
Lauren Lisa
1. How many headings should I include 4. I speak French, but knowledge of
in my CV? foreign languages doesn’t appear
in the job requirements. Should I
Amy mention being fluent in French?
2. Is it a good idea to mention part-time
work I’ve done? Patrick
5. Should I include my hobbies and
Ben sports?
3. Do I have to write the name of the
school I studied at?
2 Match the information below to the correct heading on the CV. Tip!
1. 2009-2013: Marketing Manager, Rainbow Paints. A CV or curriculum vitae
2. [email protected] is also called a résumé,
3. Date of Birth: 26th August, 1986. especially in the US.
4. 2008: Certificate in Business Studies – Bonnington Business School.
5. Responsibilities: negotiating with customers.
80
Working with Vocabulary
3 L isten and repeat the words and phrases in 5 Complete the sentences with words and
colour. Then read the questions and circle the phrases from Exercises 3 and 4.
correct responses.
1. What are your career objectives? 1. Miguel isn’t married. I don’t know if he’s
a. I hope to be a marketing director. or .
b. I hope to finish school next year. 2. I know a lot about marketing from my
work experience but I have never had any
2. What is your date of birth? in marketing.
a. It was last week – 20th May.
3. When I graduated from university, I received
b. 20th May, 1988 a.
3. Do you speak a foreign language? 4. Your gender, marital status and nationality
a. I’m fluent in German.
are some of your .
b. I’ve taken an advanced course in
computer programming. 5. Handling customer complaints is my main
responsibility in my
4. What is your current job? at Elite Department Store.
a. I work at Elite Department Store.
6. English is not a in
b. I work as a computer programmer. the UK.
5. Have you got managerial skills? Your Turn
a. Yes, my manager is very pleased with
Jonathan is being interviewed for a job. Listen to
my work. the interviewer and Jonathan discussing
Jonathan’s CV. Complete the sentences below.
b. Yes, I am responsible for a team of eight
people. 1. Jonathan has worked at Orchard Fruit Juice
for years.
6. Have you got any references?
a. I am very outgoing and creative. 2. Jonathan has got a team of
people.
b. Yes, they are listed on my CV.
3. Currently, Jonathan sells products in Europe
7. What personal details do you need? and .
a. Include any accounting courses you’ve
4. Since Jonathan started work at Orchard Fruit
taken.
Juice, the company’s market share in the UK
b. Include your address and phone
number. has increased by .
8. What is your job description? 5. Jonathan wants to get the job because he will
a. I conduct market research, improve
have a larger .
marketing strategies and train sales
representatives. 6. Jonathan has got experience in motivating
.
b. I work on Mondays and Fridays.
4 Listen and repeat. Then complete the chart
with the words and phrases.
graduate w married w single w gender w male
certificate w divorced w Bachelor’s degree
female w formal training w marital status
Personal Details Education
81
Writing a CV
1 R ead the covering letter and the CV.
Then circle the correct answers below.
From: Jane Rochester
To: [email protected]
Subject: Marketing Manager
Dear Mr Hunter,
I am writing in reference to the position of Marketing Manager as
advertised in the careers section of The Linton Gazette. Please find
my CV attached.
If you require any further information, please do not hesitate to contact me.
I look forward to hearing from you.
Yours sincerely,
Jane Rochester
CURRICULUM VITAE
Personal details: Jane Rochester
Name: 28th April, 1988
Date of birth: 01384 7567235
Telephone number: [email protected]
E-mail address:
Marketing Strategies Certificate, 2 years, Queen Mary’s College, Exeter
Education: Graduated from Ashford Secondary School, Ashford, Kent
2006-2008:
2006:
Work experience:
2009-present: Marketing Manager, Aunt Molly’s Organic Foods, Cornwall
Responsibilities: Planning marketing strategies for the company’s UK market,
identifying new opportunities, providing the company with market research data,
managing a team of three marketing representatives.
Languages: English (native), French (advanced)
Skills: Word, PowerPoint, Excel
References: Mrs Georgia Halliwell,
Lecturer
Queen Mary’s College
Exeter
01637 348126748
1. What is the purpose of a covering letter? 3. What is NOT one of Jane’s responsibilities at
a. to give basic information about a person Aunt Molly’s Organic Foods?
b. to say what job a person is applying for
c. to recommend a place of work a. providing information on the market
2. What is the purpose of a CV? b. analysing the company’s budget
a. to say why a person wants a job c. looking for new ways to sell products
b. to give a job description
c. to give information about a person’s Tip!
qualifications for a job It is common today to send a covering
letter and CV by e-mail.
82
2 Answer the questions according to the covering letter and CV in Exercise 1. 20
1. Who is Jane sending the CV to?
2. Where did she see the advert?
3. When was Jane born?
4. Where did she study?
5. Is Jane working now?
6. How many languages does she speak?
3 Look at the CV in Exercise 1 again. What two things Tip!
are missing from the CV? Use the tips for writing a When writing a covering letter, write To Whom
CV on page 80 to help you.
1. It May Concern, when you don’t know the
2.
name of the person you are writing to.
Your Turn
Imagine you are applying for one of the jobs in the adverts.
Write your CV and covering letter in the Workbook, pages 104 and 105.
1 2
forPlearrgseonfonoedlmMaannuafagceturrer Elgar Microchips
requires a
➤ To start immediately
Financial Supervisor
with at least
3 years' experience
Contact: J Hanson Send CV to:
[email protected] [email protected]
3 Gems& Jewels 4
is looking for a Nova
Fashions
Manager for its
offices in Rome is looking for a
P revious experience in Sales Director
running a busy office needed
Previous experience in the
Must be fluent in Italian field of fashion an advantage
Apply to: Christopher Smith Some knowledge of
[email protected] French necessary
Send CV to Mrs Tess Gladstone,
5 Join the tmoayWnmeaaganermeufleaoncottkuoirnfegar!floeraading [email protected]
Production Team Leader
Experience necessary
Contact: [email protected]
Writing Task, page 112 Workbook, page 42 83
Pairwork
1 From page 7 2 From page 11
Student A: 5th Floor Student A:
Toilets To order: FuWrniitlsuoren
Conference
Kitchen 1 scanner
Cafeteria Room 1 shredder
5 waste paper bins
3 toner cartridges - all black
20 pink highlighters + 10 yellow highlighters
25 writing pads
12 rolls of sticky tape
Lift Stairs
3 From page 15
Student A:
1. your voicemail access code
2. how to replay messages
3. how to record an outgoing message
4. how to log into the company Intranet
5. your Intranet username
6. your Intranet password
4 From page 19
Student A: Destination How to send Special instructions
Glasgow express courier Pack in bubble wrap.
Item Label “Fragile”.
1. clock registered mail
second class post Put in envelopes. Address envelopes.
2. contract Paris
3. invitations customers on list
84
5 From page 23 Pairwork PAIRWORK
Student A: 85
Recommended trade option:
importing red wines from France via a new sourcing company, The World
Source
Advantages of product:
1. not imported by any other UK company
2. expected profit 15%
3. manufacturer agrees to small initial investment (at least £2,000)
Advantages of sourcing company:
1. has worked with this wine manufacturer for years
2. guarantees secure transactions
3. provides shipping arrangements
Shipping arrangements:
Rates: £400 per shipping of 100 bottles
Time: fast shipping – 3 days
Tracking information: online
6 From page 27
Student A: A nswer the phone at Penny’s Sports Equipment
and greet the caller.
Student B: Ask for John Green.
Student A: Say he is unavailable and give a reason.
Student B: Leave a message with your details and the topic.
Student A: T ake the message and fill in the message form
below.
Student A:
Name of caller:
Company:
Call for:
Topic to discuss:
Pairwork
7 From page 31
Student A:
Date of event: 3rd-4th September
Type of event: PMA Mobile Phones Conference
Number of people: 120
Rooms: one auditorium and two small meeting rooms
Audio-visual equipment: 3 laptops, 3 projectors, 3 screens, 1 microphone, 1 laser pointer
Catering: coffee breaks, buffet lunch and dinner on each day
Additional requirements: Internet access in each room
8 From page 35
Student A:
Minutes of the convention planning team meeting
Date: 12th June, 2013
Time:
Location: MTI meeting room
Present at meeting:
Absent: Max Morgan
Agenda: Plan SLUCA 2014 convention
Decisions:
Action: Assigned to Time frame
Task
1. Prepare budget. • Toby, CEO’s personal assistant 15th July
2. • Lily, Marketing Director 22nd July
3.
Date of next meeting: 31st July, 2013
Agenda: 09:00-09:30: SLUCA 2014 Convention
09:30-09:45: Greet customers and give out catalogues and name tags
09:45-10:45:
10:45-11:15: Presentation: Plastic in the Building Business
11:15-12:15: Lunch break
12:15-13:00: Presentation: Recycling Plastic?
13:00-14:00:
14:00-15:30:
15:30-17:00:
86
Pairwork
9 From page 39 PAIRWORK
Student A: Greet Student B. Comment on his / her company’s booth.
Then introduce yourself and the company you represent.
Student B: Respond by introducing yourself and the company you represent.
Ask Student A for more information about what his / her company does.
Student A: Describe what your company does.
Student B: Show interest by making a comment.
Student A: S uggest exchanging business cards.
Student B: Respond and end the conversation.
10 From page 43
Student A:
Jenson Hotel
Reservations Form
GUEST
Name: Melissa Edwards
Address: 18 High Street, Leeds
Country: England
RESERVATION Departure Date: 18/2
No. of Adults: 2
Arrival Date: 14/2
No.of Nights: 4 -
No. of Children (under 12 years):
ROOM TYPE
Executive Suite ✓ Luxury Suite
Single Occupancy ✓ Double Occupancy
MEAL PLAN
✓ Half board Full board
Special Requests:
1. Late check out on 18/2 – only at 6.00 pm.
2. Hotel transport service from hotel to airport on 18/2 at 6.00 pm.
3. Book dinner for four at the hotel restaurant on 15/2 at 8.00 pm.
87
Pairwork
11 From page 47
Student A:
My Work Regulations
Number of sick days: 10 paid
Holiday leave: 28 paid
If allowed to carry over holiday from year to year: Yes, 7 days.
If need to submit a request to work overtime: No.
Security procedures: 1. use of swipe card
2. locking of filing cabinet when leaving office
My Partner’s Work Regulations
Number of sick days:
Holiday leave:
If allowed to carry over holiday from year to year:
If need to submit a request to work overtime:
Security procedures: 1 .
2.
3.
12 From page 51
Student A:
Customer’s name / company: Toy World Shops
Order number: 738140-PE Under warranty until: 11/12/2016
Customer’s complaint:
1. Ordered 100 toy robots but have only received 50.
2. Five robots have been returned by customers complaining they don’t
work properly (have probably got the same defect).
13 From page 55 Feelgood Health Club
Student A: Facilities: • indoor swimming pool
• treadmills for walking / running • outdoor swimming pool
Questionnaire for • exercise machines with weights • sauna
prospective client: • exercise bikes
1. Do you do any sport? Classes:
• aerobics, zumba, yoga, pilates, spinning, swimming and water aerobics
2. Which types of sport do you enjoy? • C lasses are held early in the morning and in the evenings.
• T he health club specialises in swimming lessons for adults.
3. How often do you do sport?
Price:
4. Where do you do sport? £50 a month
Special offer valid till the end of the month:
• Get 12 months for the price of 10.
88 • I n addition, three FREE lessons with a personal trainer if you sign up this week.
Pairwork
14 From page 59
Student A: Britannia Racing Engineering Ltd PAIRWORK
Britannia Racing Engineering Ltd 54 Portland Place
London W1B 1NJ
54 Portland Place
London W1B 1NJ Summary of
Cash Flow Statement
Balance Sheet
31st December, 2013
31st December, 2013
All figures in pound sterling thousands. All figures in pound sterling thousands.
Assets 265 Net decrease in cash -100
Current assets 28 Cash balance on 1st January, 2013 45
Cash & cash equivalents Cash balance on 31st December, 2013
Accounts receivable 90
Inventory 156
119
Total current assets
Non-current assets
Property and equipment
Total assets
Liabilities
Current liabilities
Accounts payable
Accrued expenses
Total current liabilities
Non-current liabilities
Long-term debt
Total liabilities
Shareholders’ Equity
Share capital
Retained earnings
Total equity
89
Pairwork
15 From page 63
Student A: Describe what the business will do, how many employees it will have and how
many customers you think it will have.
Student B: Go over the different types of insurance – vehicle, public and employer’s liability,
fire, professional indemnity, e-risks – and say which ones your business needs.
Student A: Agree or disagree with your partner’s opinion about each type of insurance.
Then suggest applying for a line of credit in order to handle cash flow problems
that are typical of new businesses.
Student B: Ask your partner to explain what a line of credit is.
Student A: Explain what a line of credit is.
Student B: Ask if the business will need to show collateral to get a line of credit.
Student A: Respond by explaining it depends on the specific terms the bank agrees to.
Student B: Suggest going to the bank to get more information.
16 From page 67
Student A: dining tables chairs armchairs sofas beds night tables
FURNITURE DETAILS
Can supply: coffee tables
Quality: medium / high
Free sample: Yes / No
Delivery time: days
Advance payment: Yes / No
Returns policy:
90
Pairwork
17 From page 71 PAIRWORK
Student A + B:
Suggestions:
• hire a top model for a promotional campaign
• create an advertising campaign for television
• sponsor a concert with a famous band or singer
• have a competition – winners receive jeans or are chosen to model jeans
• reinvent the brand – give it a new name and create a new image
• use hot air balloons to advertise
• advertise through social networks, such as Facebook, Twitter, etc.
Problems:
• too expensive
• too difficult to organise
• not enough time to organise
• not original enough
• needs a lot of planning / logistics
• might not reach target population
• reasonable but nothing special
18 From page 75
Student A:
Problems:
• There is a lack of fish in the country, so prices have gone up recently.
•
Possible Strategies:
• Importing fish from other countries.
• Running a commercial for the chain on the radio or TV.
•
•
91
Pairwork
19 From page 79
Student A: university vocational
Date:
INTERVIEW FORM
Name:
Address:
Telephone:
E-mail:
Education: secondary school
Skills:
Languages:
Work experience:
Interviewer:
Impressions:
Job Information
Hours: Monday-Friday 09:00-17:00
Starting salary: £65,000 per annum
Holiday leave: 20 days a year
Paid sick leave: 14 days a year
92
Pairwork
1 From page 7
Student B: 5th Floor PAIRWORK
CEO
CEO’s
Personal
Assistant
Stockroom
Marketing
Director
Lift Stairs
2 From page 11
Student B:
Spring Office Equipment Spring Office Equipment
Price List
Item Price per item Company:
Customer #: 73502
writing pads £5.27 per packet of 5 Date:
staples – large £0.91 per box of 5,000 Invoice #: 45002
staples – small £0.45 per box of 5,000
paper clips – large £8.89 per packet of 1,000 Item Quantity Price per unit Total
paper clips – small £2.20 per packet of 1,000
markers £5.87 per packet of 12
highlighters (blue, yellow, £1.99 per packet of 6
pink, orange, green)
paper for printer £6.99 per packet
of 500 sheets
sticky tape £1.49 per roll
toner cartridge – black £32.59 per packet of 4
toner cartridge – colour £65.40 per packet of 4 Subtotal:
Discount: 10%
scanner £55.90 Total:
shredder £179
waste paper bin £5.25
93
Pairwork
3 From page 15
Student B:
Voicemail
Voicemail access code: *8745
Replaying messages: Press 5
Recording an outgoing message: Dial 555*, press “Program” to start recording and “2” to stop recording.
Intranet
Logging into the company Intranet: double click on the orange envelope icon
Intranet username: JamieR
Intranet password: Kw57$dB9
4 From page 19
Student B: Destination How to send Special instructions
Item
5 From page 23
Student B: Import of
Recommended trade option:
Advantages of product: 1.
Advantages of sourcing company: 2.
Shipping arrangements: 3.
1.
2.
3.
Rates:
Shipping time:
Tracking information:
94
7 From page 31 Pairwork PAIRWORK
Student B: 95
Date of event:
Type of event:
Number of people:
Rooms:
Audio-visual equipment:
Catering:
Additional requirements:
8 From page 35
Student B:
Minutes of the convention planning team meeting
Date:
Time: 9:00-12:00
Location:
Present at meeting: CEO, Marketing Director, Operations Director
Absent:
Agenda:
Decisions: Find a new venue for the convention.
Plan presentations and demonstrations.
Prepare a budget for the convention.
Action: Assigned to Time frame
Task CFO (Chief Financial Officer) 10th July
1.
2. Find venue.
3. Plan presentations and demonstrations.
Date of next meeting:
Agenda: 09:00-09:30: SLUCA 2014 Convention
09:30-09:45:
09:45-10:45: Opening remarks by Marketing Director
10:45-11:15: Demonstration of SLUCA’s new plastic furniture
11:15-12:15: Coffee and cake break
12:15-13:00: Presentation: The Latest Plastic Toys
13:00-14:00:
14:00-15:30: Closing session: The Future of Plastic
15:30-17:00:
Pairwork
10 From page 43
Student B:
Jenson Hotel
Low Season
Executive Suite – single occupancy Half board Full board
Executive Suite – double occupancy
Luxury Suite – single occupancy €140 €170
Luxury Suite – double occupancy €200 €230
€210 €240
€290 €310
Check-in: from 14:00
Check-out: by 11:00
Possibility for late check-out during low season for extra charge
of €20 per room.
Hotel transport service to / from airport: €30 per person for one way.
Reservations at Hotel Restaurant should be made in advance. Vegetarian
menu available.
Jenson Hotel
Reservations Form
GUEST
Name:
Address:
Country:
RESERVATION Departure Date:
Arrival Date: No. of Adults:
No.of Nights:
No. of Children (under 12 years):
ROOM TYPE Luxury Suite
Executive Suite
Single Occupancy Double Occupancy
MEAL PLAN Full board
Half board
Special Requests:
96
11 From page 47 Pairwork PAIRWORK
Student B: 97
My Work Regulations
Number of sick days: 12 paid
Holiday leave: 28 paid
If allowed to carry over holiday from year to year: No.
If need to submit a request to work overtime: Yes – at beginning of week.
Security procedures: 1 . use of swipe card
2. shredding of confidential documents
3. locking office door when no one in room
My Partner’s Work Regulations
Number of sick days:
Holiday leave:
If allowed to carry over holiday from year to year:
If need to submit a request to work overtime:
Security procedures: 1 .
2.
12 From page 51
Student B:
Techno Toys
Complaint Form
Customer’s name / company:
Complaint received by:
Order number:
Product under warranty: Yes No
Description of complaint:
Solutions:
correct the invoice and credit the customer
offer a discount for the next order
replace the item/s
collect the item/s for repair
offer compensation
offer a refund
other
Pairwork
14 From page 59
Student B:
Britannia Racing Engineering Ltd Britannia Racing Engineering Ltd
54 Portland Place 54 Portland Place
London W1B 1NJ London W1B 1NJ
Balance Sheet Summary of
Cash Flow Statement
31st December, 2013
31st December, 2013
All figures in pound sterling thousands 45 All figures in pound sterling thousands. 145
Assets 338 Net decrease in cash
Current assets 37 Cash balance on January 1, 2013
Cash & cash equivalents Cash balance on December 31, 2013
Accounts receivable 375
Inventory
20
Total current assets 46
Non-current assets 66
Property and equipment
156
Total assets
Liabilities 100
Current liabilities 219
Accounts payable
Accrued expenses
Total current liabilities
Non-current liabilities
Long-term debt
Total liabilities
Shareholders’ Equity
Share capital
Retained earnings
Total equity
16 From page 67
Student B:
FURNITURE SUPPLIER
Can supply: coffee tables, dining tables, chairs, armchairs and sofas (plan to expand types of furniture in future)
Quality: very high quality workmanship and materials
Free sample: can provide two or three free samples of furniture (to be returned on request)
Delivery time: within 60 days
Payment: via escrow service – no advance payment necessary
Returns policy: within one week of receipt
98
Pairwork PAIRWORK
18 From page 75
Student B:
Problems:
• There aren’t many tourists this season because the weather is very bad.
•
Possible Strategies:
• Adding meat dishes to the menu – reinventing the business by making it a fish and meat restaurant chain.
• Offering special deals for families and big groups and focusing the special deals on the new meat dishes.
•
•
19 From page 79
Student B:
Name: Jo Mercer
Address: 14 Cloverford Road, Eastford
Telephone: 01547 8966232
E-mail: [email protected]
Education: ✓ secondary school university ✓ vocational sales and marketing courses
Skills: Computer skills: Word, Excel, PowerPoint
Languages: English (native), French & German (fluent)
Work experience: Head of Sales in Western Europe – 3 years at Potter Cosmetics
Marketing rep – 3 years at Selby Mobile Phones
Personality: ambitious, motivates others, works well in a team,
responsible and organised
Job Information
Hours:
Starting salary:
Holiday leave:
Paid sick leave:
99
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