Contents

Meeting for the first time

At reception

Company visitors

10

What do you do?

14

Making visitors feel welcome

18

Small talk

22

Introductions

26

An enquiry by email

30

A reply to an enquiry

34

A follow-up email

38

10

A reply to a follow-up email

42

11

Invitations

46

12

Replies to invitations

50

Emails

Telephoning

13

Incoming calls

54

14

Outgoing calls

58

15

When things go wrong

62

16

Telephone messages

66

17

Conference arrangements

70

18

Travel plans

74

Meeting again

19

Welcome back

78

20

Plans

82

21

A change of plan

86

22

How was your visit?

90

23

What can I do for you?

94

24

Goodbye

98

Resource bank
Answer key I Audio script

102

Key phrases for speaking

128

Key phrases for writing

132

How to address an envelope

136

Email signatures I Out-of-office messages

137

Model schedule

138

Model minutes

139

Keywords

140

Grammar reference

148

Useful abbreviations

155

How do I say ... ?

156

On the phone

158

At reception

Greeting visitors

Asking somebody's name

Completing a form

Conversation

~ 1 Sally Smith is the receptionist at Lowis Engineering in London. John

DVD

Carter and Paul Rogers are visiting the company today. Read their
conversation and watch the video. Who do they want to see?
Sally

Good morning, how can I help you?

John

Good morning. We're here to see Diane Kennedy at 10 o'clock .

Sally

Can I have your names, please?

John

Yes, it's John Carter and Paul Rogers from Australian Power
Utilities. Here's my business card.

Sally

Thank you . I'll just call Ms Kennedy.

Paul

Thank you.

Sally

And can you complete these security forms, please?

Paul

Of course. Excuse me, can I have a pen?

Sally

Here you are. Diane? I have Mr Rogers and Mr Carter in reception

for you. Right. Thank you.

Sally

Thank you . Please could you wear these visitors' badges? Someone
will come down to get you in a moment. Please have a seat.

Paul

Thanks.

John

OK.

Workplace English

At reception

I Unit 1

, Did you know?

In English we do not use the 24-hour-clock in everyday conversation. If we want to

make it clear it is morning or afternoon, we normally use am or pm, or say in the
morning or in the afternoon I evening.

Understanding

~ 2

Watch again. Are the sentences true (T) or false (F)?

DVD

John and Paul work at Lowis Engineering .

2

Diane knows John and Paul are coming to see her.

3 John and Paul will have to wear badges.

4 John and Paul will have to wait a long time for Diane.

T/F
T/F
T/F
T IF

Key phrases
Dealing with visitors at reception
Good morning I afternoon I evening, ....
How can I help you?

Please could you wear this badge I these

badges?

Can I have your name{s}, please?

Someone will come down to get you.

I'll just call fvfs ... .

Please have a seat.

-----

---

Can you complete this form I these

forms, please?

Practice
3

Put the words in the sentences into the correct order.

evening, Good help I can how you

-------------------------------------?
2 I Can names, your please have
--------------------------------------?
3

Please you these complete could forms

--------------------------------------?

4 will get come Someone down to you

5 seat Please a have

Workplace English

Match the questions to the answers.

Receptionist

Visitor

A Ali Khan.

Good afternoon. How can I help you?

2 Could you wear this badge, please?

B I'm here to see Diane Kennedy.

3 Can I have your name, please?

C Can you give me a pen?

D Of course.

Please can you complete this form?

5 Look at John Carter's business card and complete the details on the
visitor form.
Lowis Engineering -Visitor Form
Surname

I Last name _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __

First I Given name

Company address
Email
Visiting
_____q_.3_0________ Timeout _________________

Time in
Signature

lo~Carter

Canberra
Email: carterraapu.com

Complete the visitor form with information about yourself.

I Workplace English

At reception

I Unit 1

Language tip

Telling the time

Say nine o'clock or nine am for 9.00.
For 11.15 you can say a quarter past I
after (US] eleven or eleven fifteen {am].

For 14.30 you can say half past two or two

thirty {pm].

For 19.45 you can say a quarter to eight or

seven forty-five {pm].

Speaking

D)
01- 02

co

7 You work at the reception of Lowis Engineering when a visitor arrives. Read
the instructions and welcome the visitor. Play Track 01 and speak after the
beep. You start. Then listen to Track 02 to compare your conversation.
You
Guest
You
Guest
You
Guest
You
Guest
You
Guest
You
Guest

Good morning madam, can I help you?

Yes, I have an appointment with Diane Kennedy for 11 o'clock.

{Ask her name.]

Jane Taylor from Taylor and Curtiss Consultants.

{Ask her to complete a security form.]

Can you give me a pen?

{Offer a pen.]

Thanks.
{Ask her to wear a visitor badge.]

Of course.
{Ask her to have a seat and say someone will come to get her.]

Good! Thanks for your help!

Workplace English

Company visitors

Welcoming visitors to a company

Introducing yourself

Taking visitors to a meeting

Conversation

~ 1 Jasmine Goodman is Diane Kennedy's personal assistant at Lowis

Engineering. She comes down to meet the visitors in reception. Read their
conversation and watch the video. Who asked Jasmine to meet the guests?

DVD

~0

Jasmine

Excuse me, are you John Carter and Paul Rogers?

John

Yes, we are. I'm John Carter and this is my colleague, Paul Rogers.

Jasmine

Hello, I'm Jasmine Goodman.

Paul

Hi.

John

Hi.

Jasmine

Diane Kennedy asked me to meet you. Welcome to Lowis

Engineering.

Paul

Thank you.

John

Thank you.

Jasmine

Come this way, please. We need to take the lift or, as you'd say,
the elevator to the 3rd floor.

Paul

It's a great building.

Jasmine

Yes, it is. It's a nice place to work.

Workplace English

Company visitors

I Unit 2

Did you know?

In American English it is elevator. In British English it is lift. Also, the first floor in
American English is the ground floor in British English.

Understanding

a2
DVD

Watch again and answer the questions with yes and no.
1 Do John and Paul know Jasmine already?

Does Jasmine work at Lowis Engineering?

Do they need to take the lift?

Does Jasmine like where she works?

Key phrases
Meeting company guests
Excuse me, are you ... ?

Come this way, please.

I'm ... I this is ....

We need to take the lift I elevator I stairs

to the 3rd floor.

Diane Kennedy asked me to meet you.

- - - - - - - - - -1

Welcome to ....

Practice
3

Join the two parts of the sentences together.

1 Excuse me,

A to our company.

8 take the stairs to the 1st floor.

I' m Paul and

3 Ms Kennedy asked

4 Come this way,

D this is John.

Welcome

6 We need to

are you Paul Rogers?

E me to meet you.
F please.

Workplace English

11

4 Put the words in the sentences into the correct order.

is my this John Carter I'm and colleague, Rogers Paul

2
3

floor We to take need the to lift the 3rd

Carter me, Excuse are Mr you

____________________________________________ ?

D)
03

CD

way, Come this please

Carter me asked Mr meet to you.

5 Jasmine Goodman is meeting another visitor at reception. Complete the

sentences. Then listen to Track 03 and check your answers.
Jasmine
Guest
Jasmine
Guest
Jasmine
Guest
Jasmine
Guest

[1] ___ me, [2] _ _ _ you Ms Ringwood?

Yes, that's right.
I'm Jasmine Goodman . Diane Kennedy [3] _ _ _ me to meet you.
Oh, hello Jasmine.

[4] ___ to Lowis Engineering.

Thank you!
This way, please . We [5] ___ to take the lift to the 3rd floor.
OK.

12 / Workplace English

Company visitors I Unit 2

Language tip
Use Excuse me to start a conversation with someone you do not know or to
interrupt someone when they are speaking.
Use ordinals- first, second, third, fourth, fifth, and so on- for floor numbers.

Speaking
6
04-05

co

Meet Mr Stenson at reception. Read the cues and welcome him. Play
Track 04 and speak after the beep. You start. Then listen to Track 05 to
compare your conversation .
You
Visitor
You

Excuse me, are you Mr Stenson?

Yes, that"s right.

{Give your name and say your boss, Mr Brown, asked you to meet
him - welcome him.)

Visitor
You
Visitor
You

Thank you very much.

{Ask him to follow you to the lift- you need to go to the 8th floor.)

Of course. This is a great building.

{Say it's a nice place to work.)

Workplace English

13

What do you do?

Talking about your work

Describing your job

Asking about somebody's job

Conversation

~ 1 Jasmine Goodman is taking the visitors, John Carter and Paul Rogers, to
DVD

the meeting room. They are waiting for the lift. Read their conversation
and watch the video. What does Jasmine have to do in meetings?
John

So what do you do, Jasmine?

Jasmine

Oh, I'm Diane's personal assistant so I answer the phone and

manage her schedule.

Paul

Is she very busy then?

Jasmine

Yes! She travels a lot. I book all her plane tickets and hotels.

John

I see. And do you travel with her sometimes?

Jasmine

No, not usually. I stay here and then I'm responsible for the
office and deal with any problems.

Paul

You have a lot to do!

Jasmine

Yes. And in meetings, of course, I take the minutes.

Paul

... and you look after visitors to the company.

Jasmine

Yes, that's right! Ah, here it is. After you.

John

Thanks.

14 1Workplace English

What do you do? I Unit 3

' Did you know?

You can say 'skedule ' or 'shedule' with the word schedule. In American English it
is 'skedule' but with British English speakers you will hear both forms.

Understanding

C 2

Watch again. Are the sentences true (T) or false (F)?

DVD

Jasmine has lots of different responsibilities.

2 Jasmine usually travels with Diane .
3

Jasmine runs the meetings.

4 Jasmine helps the visitors.

T/F
T/F
T/F
T/F

Key phrases
Asking about and describing responsibilities
What do you do?

I answer the phone.

Is {s]he I Are you busy?

I reply to emails.

Do you travel with her?

I'm responsible for ... .

I'm a personal assistant I salesman I

receptionist.

I deal with ....

j / take the minutes at meetings.

I book all her plane tickets I hotels.

I /look after guests I

visitors.

Practice

3 Match the two halves to make word partners.

1 personal
2 responsible

A with

3 take the

D assistant

look

5 reply

6 deal

8 to
minutes

E for
F after

Workplace English

115

Match the two halves to make sentences.

I'm responsible
2 My colleague makes
3 The receptionist looks
4 I always reply
5 I don't answer

A after visitors to the company.

8 my work mobile after 6 o clock.
c to my emails.
D my flight reservations.
E for my boss's appointments.

5 Complete the sentences with information about your own work.

1 I'm a

2 I'm responsible for

3

I look after

4 I reply to
5 I deal with

16 1Workplace English

What do you do? I Unit 3

Language tip

When visitors ask you questions about your job, give as much information as you
possibly can to keep the conversation going. Give full answers, for example, Yes.
And at meetings I take the minutes not Yes, I do.

Speaking
6

06- 07

CD

A visitor asks you about your job. Play Track 06 and speak after the beep.
Then listen to Track 07 to compare your conversation.
Visitor
You
Visitor
You
Visitor
You
Visitor
You

So, what do you do?

(Answer the question.)

I see, that's interesting. Are you very busy?

(Answer the question.)

And are you responsible for anything?

(Answer the question.)

Do you do anything else?

(Answer the question.)

Workplace English

17

'

Making visitors feel welcome

Looking after visitors

Offering visitors refreshments

Apologizing for a delay

Conversation

~ 1 Jasmine takes John and Paul to the meeting room. Read their
ovo

conversation and watch the video. Why does Jasmine call Paul
'Mr Rogers'?

Jasmine

Here we are. Can I take your coat?

John

Thank you.

Jasmine

Would you like to sit down? I'm afraid Diane is still in a

meeting. Would you like a cup of coffee?

John

Er ....

Jasmine

Or a glass of water or juice?

John

I think I'd Like some coffee, please.

Jasmine

Would you like milk and sugar?

John

Yes, please . Both. Thanks.

Jasmine

And how about you, Mr Rogers?

Paul

Please call me Paul. I'd like some orange juice, please.

18. Workplace English

Making visitors feel welcome

I Unit 4

Jasmine

Here you are, Paul.

Paul

Thanks very much.

Jasmine

I'm sorry you have to wait, but Diane should be here soon.

John

That's fine. Don 't worry.

Did you know?

Another way to say Don't worry when someone apologizes is No problem.
Australians also use the phrase No worries.
In American English people often ask if you want cream in your coffee , not milk.

Understanding

C 2

Watch the video again. Are the sentences true [T) or false [F)?

DVD

Diane Kennedy is waiting for John and Paul in the meeting room.

T IF

2 Jasmine offers John and Paul something to drink.

T IF

TIF

Paul wants some coffee.

4 Jasmine is sorry because Diane is late.

TIF

5 John and Paul are angry that Diane Kennedy is late .

TIF

Key phrases
Polite offers and apologies

--- Can I take your coat{s}?

---~-

I'd like some orange juice, please.

I'm afraid that ... is {still} in a meeting.

Here you are.

Would you like some I a cup of coffee?

1

How I What about you, ... ?

Would you like to sit down I have a seat?

Would you like milk and s_ugar?

I'm sorry you have to wait, but ... should

be here soon.

Workplace English

119

Practice

Put the words in the sentences into the correct order.

tea you Would a like cup of

?
2 please like some I'd coffee ,
3

you down like to Would sit

sorry to you I'm wait have

5 Carter here soon should Mr be

6 you sugar like milk Would and

?
7 afraid Mrs White I'm meeting is still in a
8 are you Here

Match the sentences.

Would you like to sit down?

2 Would you like a cup of coffee?
3 I'm sorry you have to wait.
4 Would you like milk and sugar?
5 What about you, Mr Rogers?

A Just milk, please.

8 Thank you.

Please call me Paul.

D Don't worry.
E No, but I'd like some water.

5 Complete the sentences with words from the box.

like
please

afraid
should

I' m

soon
in

Mr Carter is

2 Would you
3

you are.

4 Can I

your coat?

5 I'd like

coffee,

I Workplace English

here
some
a meeting.
a seat?

to

6 Ms Goodman

20

have
take

be here

Making visitors feel welcome

I Unit 4

Language tip
When you offer a visitor refreshments, make sure you sound friendly and
enthusiastic. You can do this by making your voice go up at the end of the
question, for example, Would you like a cup of coffee? 71

Speaking
6 You have two visitors to your office. Read the instructions and Look after
os-09
co

them until your boss arrives. Play Track 08 and speak after the beep. You
start. Then Listen to Track 09 to compare your conversation.
You

{Ask if you can take the visitors ' coats.)

Visitor 1

Thank you.

Visitor 2

Here you are.

You
Visitor 1
You
Visitor 1
You
Visitor 2
You
Visitor 1
You
Visitor 2

{Offer them a seat.)

Thanks.
{Ask if they want some coffee or juice .)

I'd like some coffee, please.

{Ask what Visitor 2- /vfr Carter- would like.)

I'd like some orange juice.

{Say your boss, /vfs Kennedy, is in a meeting.}

No problem.
{Say she will arrive soon.)

Thanks.

Workplace English I 21

Small talk

Making conversation

Checking things are OK

Finding out what people like

Conversation

~ 1 Jasmine is talking to John and Paul while they wait for Diane Kennedy,
DVD

her boss. Read their conversation and watch the video. Does Diane arrive
for the meeting?
Jasmine

So, how was your flight?

John

Oh, it was fine. But we had to check in very early this morning
at Frankfurt airport.

Jasmine

Oh yes, airport security takes such a long time these days .

How's the hotel?

Paul

Very nice. Thank you for making the reservation for us.

Jasmine

My pleasure . Is this your first time here?

John

Well, not to London, of course. But it's our first time to

your company.

Paul

Yes. And we're very interested in your products.

Jasmine

Good. How long are you staying in London?

Paul

A week. What should we do at the weekend?

22.1Workplace English

Small talk I Unit 5

Jasmine

Mmm ... do you like football? You know, soccer?

John

Yes, very much.

Jasmine

Would you like to see a Chelsea match this weekend? I could

get you some tickets.

Paul

Thank you, that's a great idea!

John

Fantastic!

Jasmine

You're welcome. By the way, I've made reservation for lunch for
you and Diane at a French restaurant near here. Is that OK?

John

Excellent! Thank you.

Paul

That sounds great.

Jasmine

Good. Well, I'll find out where Diane is and let her know
you're here.

Paul

Fine.

Did you know?

Soccer in American English is called football in British English. Football in
American English refers to American football.

Understanding

2 Watch again and answer the questions.

DVD

Where did John and Paul fly from?

2 Who made the hotel reservation for John and Paul?

3

Have they been to Lowis Engineering before?

4 What does Jasmine offer to organize for the weekend?

5 Where will they have lunch today?

Key phrases
Making small talk
How was your flight I trip I journey?

Do you like ... ?

How's I How is the hotel?

Would you like to ... ?

------------

---------------~-------- 1

--------- -- --- -------r--

Is this your first time here?

- - - - - - -1

________ I'll find out where ... is and tell her I him

How long are you staying in ... ?

you're here.

------------------------1

What should we do ... ?

Workplace English

23

Practice
3

Join the two parts of the sentences together.

1 How was

A where Mr Brown is.

2 How is

B time in Paris?

the hotel?

D your flight?

5 Do you

E do in the evening?

6 What should we

F you staying in Berlin?

Is this your first

4 How long are

I'll check

G like Italian food?

Write the questions to go with the answers.

No, I often come here.

It's very comfortable. And close to the centre!

Terrible. The weather was bad .

Theatre? Yes, I do. Very much.

'The Lion King'? Yes, I would.

Only three days, unfortunately.

Language tip

Use Do you like ... ? when you want to know somebody's opinion, for example,
Do you like football?
Use Would you like ... ? to make an offer, for example, Would you like a cup of
coffee?
Use By the way when you want to change the topic of conversation.
When someone says Thank you, reply with fvfy pleasure or You're welcome.

24

Workplace English

Small talk I Unit 5

Speaking

5 Make small talk with a visitor from London. Read the instructions and
10- 11

CD

talk to your visitor while you are waiting for your boss to arrive. Play
Track 10 and speak after the beep. You start. Then Listen to Track 11
to compare your conversation.
You
Visitor

{Ask about the flight from London.}

Oh, not very good. The weather in London is terrible at the moment.
lt"s nice to see some sunshine here.

You
Visitor
You
Visitor
You
Visitor
You
Visitor
You
Visitor
You
Visitor

{Agree. Ask about her hotel.}

lt"s very nice. Thank you for organizing it.

{Reply then ask if she has visited your town before}

Yes, this is my first time. What should I do in the evening?

{Ask if she likes your country's food.}

Very much!
{Ask if she wants to try a local restaurant this evening.}

Oh, yes! Very much. Thank you.

{Reply. Then ask how long she is staying in your town.}

Until Friday. Then I fly back to London.

{Offer to go to find your boss.}

Thanks a lot.

Workplace English

Introductions

Making introductions

Meeting people

Using first or given names

Conversation

~ 1 Jasmine finds her boss, Diane Kennedy, and brings her to meet two
ovo

visitors. Read their conversation and watch the video. Why doesn't Diane
introduce Jasmine to Paul and John?
Jasmine

Here she is! Diane, I'd like to introduce John Carter and Paul
Rogers from Australian Power Utilities.

Diane

Nice to meet you!

John

Nice to meet you too, Ms Kennedy. I'm John Carter.

Diane

Please, call me Diane!

John

Fine, Diane. And I'm John. This is my colleague Paul Rogers.

Paul

Pleased to meet you, Diane.

Diane

Pleased to meet you too, Paul. And I see you've met my

assistant Jasmine already. I'm very sorry I'm late. I'm afraid
my last meeting went on for a while.

John

Oh, don't worry. Jasmine took care of us.

Diane

Good. So, please have a seat.

Paul

Thanks.

Workplace English

Introductions

I Unit 6

Did you know?

Sometimes people say How do you do? when you meet them for the first time but
it is a bit formal. The correct reply is also How do you do? It is not a real question.

Understanding

D 2
DVD

Watch again. Are the sentences true [T) or false [F)?

1 John and Paul have met Diane before.

T/F

2 Diane is very apologetic about being late .

T/F

Diane was in a long meeting .

T/F

Diane asks John to use her first name.

T/F

Key phrases
Introductions
I'd like to introduce ... from ... ?

This is my colleague ....

Nice to meet you.

Pleased to meet you.

Nice to meet you too.

Pleased to meet you too.

Please, call me ...

/see you've met .. . already

Fine. And I'm ...

Practice
3

Put the words in the sentences into the correct order.

to John meet Nice you,

is Diane colleague_, This Kennedy my

3 meet to you Nice too

4 Carter see you 've already my manager I John met
5

Ms to meet you, Pleased Goodman

Jasmine me call Please

Workplace English

I 27

Complete the sentences.

1 Fine. And

Paul.

2 I see you've met Diane _ __

3 This

my

John.

4 Nice to meet you _ __

5 I'd
6

D)
12

to

Please

Paul Rogers from APU.

me Paul.

Put the sentences into the correct order to make a conversation. Then
listen to Track 12 to check your answers.

CD

MrKline

OK, but it was a bit late taking off.

Diane

Nice to meet you , Mr Kline .

MrKline

Nice to meet you too. But please call me Mike.

Jasmine

Diane, can I introduce you to Mr Kline?

Mr Kline

Thank you .

Mr Kline

No, thanks .

Diane

So how was your flight?

Diane

And would you like some coffee?

Diane

Of course. And I'm Diane. Would you like to take a seat?

28 I Workplace English

Introductions I Unit 6

Language tip
Always check that visitors have been introduced to everybody in the room. Notice
how Diane does this with And I see you've met my assistant Jasmine already

Speaking

6
13-14

CD

You are meeting a visitor to your company. Your colleague introduces

you. Play Track 13 and speak after the beep. Then listen to Track 14 to
compare your conversation.
Colleague
You

So here we are! I'd like to introduce Lee Toms from DPU.

{Greet fvfr Toms.}

Lee

Nice to meet you too but please call me Lee.

You

{Tell him your first name and ask him to take a seat.}

Lee

Thank you.

You

{Apologize for being late.}

Lee

No problem.

You

{Offer coffee.}

Lee

No, thanks.

You

{Ask about Lee 5 journey}

Lee

It was fine. No problem.

Workplace English

An inquiry by email

Writing a formal email

Explaining what you need

Asking for information

Email

1 Jasmine Goodman from Lowis Engineering is organizing a conference.

Who is she writing to?

From:

To:
Date:
Subject:

jasmine.goodman@lowis .com
info@a nchorhotels.co. u k
February 7
Event for Lowis Engineering

Dear Sir or Madam

I am writing to ask about conference facilities at your London hotel.
On May 3, Lowis Engineering is organizing an event for 500 major customers. We would
like to demonstrate some of our equipment and present information about our products to
our guests. Please let me know if your conference facilities are available on this date.
I would be grateful if you could send me information about the presentation equipment,
room sizes and catering facilities in your hotel. Please include a telephone number and a
contact person I can call to discuss details.
I look forward to hearing from you.
Yours faithfully
Jasmine Goodman
Lowis Engineering

30

Workplace English

~I

An inquiry by email I Unit 7

Did you know?

In American English, when you do not know the name of the person you are writing
to, you begin an email like this To Whom It fvfay Concern and finish Best regards. In
British English you begin Dear Sir or fvfadam and end Yours faithfully, as above.

Understanding

2 Read the email again and choose the best answer A, 8 or C for each
question.
Lowis Engineering is organizing a conference for:

A tourists in London
B company staff
C people it does business with
2 May 3 is the date when:

A Jasmine is writing the email

B the conference will take place
C the hotel says the conference can take place
3 Jasmine wants:

A the name of somebody at the hotel

B to visit the hotel
C to check the costs

Key phrases
Asking for information
I am writing to ask about ... .

----

I would be grateful if you could ... .

-----

- - -1

We would like to .. . .

Please include ....

Please let me know if ... .

/look forward to hearing from you.

Practice
3

Join the two parts of the sentences together.

1 Please let me know

A to ask you about your prices.

I would be grateful if

8 like to organize an event.

I am writing

if you can meet me.

4 I look forward to

D a photograph of the facilities.

5 We would

E meeting you soon . .

Please include

F you could organize a meeting.

Workplace English

31

4 Put the words in the sentences into the correct order.

your include address Please number telephone and

like would to We to invite you presentation a

I be grateful could you if send brochure us would a

4 let me is know for this time you possible Please if

5

I forward look to Tuesday seeing on you

Read this email from Jasmine to an event management company.

Find and correct the mistake in each numbered line.

Dear Sir or Madam

[1 I I writing to ask if you can organize an event for us in London.
[2] On May 3, Lowis Engineering is organize an event for approximately 500 major
[3] customers and business partners. We will like to demonstrate some of our
equipment and present information about our products to our guests.
[4] Please lets know if this date is possible.
[51 I could be grateful if you could send me information about your services and
[6] prices. Please includes a telephone number and a contact person I can call.
[7] I look forward to hear from you.
Your faithfully
Jasmine Goodman

32

Workplace English

An inquiry by email I Unit 7

Language tip
Use the present continuous tense to talk about what you are doing now,
for example, I am writing to ask about ... and to talk about future plans, for
example , On May 3, Lowis Engineering is organizing .. . .
In formal emails use the uncontracted forms, for example, I am writing ... not I'm
writing ... or I would be grateful ... not I'd be grateful ... .

See page 149 for more information on the present continuous.

Writing

6 Your boss, Joanna Timms, wants you to write an email. Use your notes to
help you. You work for Crayton Car Rentals.

Write to tJ,e Event Mana9erJ Carlton

Hotel.
We need a lar9e room for ovr Annval
General Meetin9 in Nei/J York;
Date; April1'1
Nvmber); )00 9ve>t>
We need information abovt;
1) Room >ize
l) Pre>entation equipment
3) Caterin9
Lf) Co>t>

Workplace English I 33

A reply to an inquiry

Sending information

Describing special offers

Providing contact details

Email
1 Jon Martin from Anchor Hotels writes an email to Jasmine Goodman to tell
her about their conference facilities. What special offer does he mention?

From:
To:
Date:
Subject:

[email protected]
jasmine [email protected]
February 8
Re: Event for Lowis Engineering

Dear Ms Goodman
Thank you for your email of February 7. With reference to your request for
conference facility information, please find attached a PDF file with a
description of our London hotel. The information can also be seen online at
www.Anchorhotels.com.
I am pleased to inform you that we are offering a discount of 25% for any
reservation made before the end of February. We still have rooms available for
the date of your conference, May 3.
If you would like further information about our services, please contact me on
020 8307 4001.
Yours sincerely
Jon Martin
Conference Manager- Anchor Hotels
Workplace English

A reply to an inquiry I Unit 8

Did you know?

In American English when you write 0110312012 you mean January 3, 2012 .
In British English when you write 0110312012 you mean March 1, 2012.
To make sure there is no misunderstanding, spell it out, for example, February 7, 2014.

Understanding

2 Read the email again. Are the sentences true (T) or false (F)?
Lowis Engineering is organizing a conference for February 7.

T IF

2 The hotel information can only be found on the website .

T IF

3 If Jasmine makes a reservation before March 1, she can get a discount. T IF

4 The hotel is fully booked on May 3.

T IF

5 Jon Martin is the conference manager at Anchor Hotels.

TIF

Key phrases
Giving information
Thank you for your email of ... .

We are offering a discount of X%.

With reference to your ... .

Please find attached I enclosed ... .

If you would like further information

about ... .

I am pleased to inform you that ... .

Please contact me on ....

Practice
3

Complete the sentences with words from the box.

available
discount

conference facilities
contact
price information
email

1 Our company is offering a

2 Thank you for your

3 Please find enclosed

of 10%.
of October 19.
for our conference rooms .

4 With reference to your request for _ _ _ information, please find attached

a brochure as a PDF file.

5 Please _ _ _ me on 0207 98 5151.

6 I am pleased to inform you that we have a meeting room

on

March 27 .

Workplace English

135

Put the word s in th e se ntences into th e correct ord er.

you 0207 98 5151 like further on would information , If contact me

the am inform pleased to you that this date is available I

3 morning Thank your for you phone call this

4 find service our information Please attached

5 reference of to 27 your With email March

Put the sentences in this email to Jasm ine Goodman from another hotel
in the correct orde r.

Dear Ms Goodman
Please find enclosed information about our conference equipment and prices. []
With reference to the date of your event , we have rooms available at that time. [] rYours sincerely []
If you would like further information , please let me know. []
Thank you for your phone call to my assistant this afternoon. [1]
We are pleased to inform you that we have a special offer for catering facilities
in May. []
Yours sincerely
Priti Makesch

36 .1 Workplace English

A reply to an inquiry

I Unit 8

Language tip

If you have a lot of similar emails to write, use one that has several key phrases
as a model which you can change slightly according to each different situation .

Writing
15

CD

You work in a hotel. Listen to Track 15 to hear this voicemail from your
boss, Fran Stein, and then complete the email to the customer.

From:
To:
Date:
Subject:

You
[email protected]
February 9
Meeting March 27

Dear Mr Carter
With reference to your email this morning, we have ...

We look forward to hearing from you.

Yours sincerely

Workplace English

I ~7

A follow-up email

Writing an informal email

Making a request

Asking for help

Email
1

Jasmine Goodman writes to Jon Martin about the Lowis event. How
many things does she want Jon to do?

From:

To:
Date:
Subject:

[email protected]
j. marti n@a nchorhotels.co. u k
March 20
Lowis event on May 3

Dear Jon
Can you help me? Would you mind arranging a visit for my manager, Diane
Kennedy, to see your conference facilities at the hotel? She wants to see what
they are like. Would you be able to arrange this for next week?

Secondly, could you arrange a gift for each guest at the event? Are you able to
do this for less than 50 per guest?
If that is OK, then could you send a new offer with the total price?
Many thanks for your help.
Best wishes
Jasmine
PS I can't open the pictures of the conference rooms you sent. Please advise.

38

I Workplace English

A follow-up email I Unit 9

Did you know?

You can use Best wishes or Best regards at the end of an email either to somebody
you know well or don't know at all.

Understanding

2 Read the email again and choose the best answer A, 8 or C for each
question.
This email is informal because:

A it's short

8 Jasmine uses Mr Martin's first name

C Jasmine uses a PS at the end

Diane Kennedy wants to:

A test the conference facilities

8 go to the Anchor Hotel

C cancel the event

3 Jasmine wants Jon:

A to buy her a gift

8 to buy one gift for all the guests

C to buy one gift for each guest

4 The present should cost:

A under 50

8 over 50

50

5 Jasmine is having problems:

A with a document Jon sent

8 with some photos Jon sent
C with some video Jon sent

Key phrases
Asking for help
Can you help me?

Could you ... ?

Would you mind +ing ... ?

Are you able to ... ?

Would you be able to ... ?

Please advise.

Workplace English

139

Practice
3

Join the two parts of the requests for help together.

Are you able to

A reply to this email?

2 Can you help me

B me as soon as possible?

3 Would you mind

C able to meet me?

4 Could you contact

5 Would you be

D helping me?
E send a new offer?

Put the words in the requests into the correct order.

the tomorrow you to Are come to able meeting

?
2 you sending possible mind a new contract as Would as soon

?
3 you to translation send the Paul Could Rogers

4 be you able Would to me help

?
5 you by Friday finish the Can report

5 Make a list of three to five tasks you have to do this week at work.
2

4
5

You are going on vacation tomorrow, but your tasks aren't finished yet.
Ask a colleague for help.

Could you !tYrite tJ...e meetif'l9 report?

Areyouableto _____________________________________ ?

40

Would you mind

Would you be able to

Workplace English

A follow-up email

I Unit 9

Language tip
Use Would you mind +ing ... ? when you want to ask somebody to do something
difficult. Note it is always followed by the +ing form, for example, Would you mind
organizing I calling I visiting I presenting ....
To say yes to a request with Would you mind ... ? use No, not at all or Of course not.

Writing

6 Jon Martin wants his assistant, Katy Jones, to show Diane Kennedy
around the Anchor Hotel. Complete the email he wrote to her.

From:
To:
Date:
Subject:

[email protected]
[email protected] .u k
March 28
Visit from important customer tomorrow

Dear Katy
Tomorrow, Diane Kennedy from Lowis Engineering is coming but I'm not well so
can you [1]
me? She is arranging an event on May 3 so could you
[2]
her the conference facilities?
Also, are you [3] _ _ _ _ to take her to lunch? I want her to see how good the
catering is .
showing her the gifts we plan for the guests at
Finally, would you [4]
the event? Her assistant, Jasmine Goodman, ordered them.
Is this OK with you? Please [5] _ _ _ _ if there is any problem.
Best wishes
Jon

Workplace English

141

10 A reply to a follow-up email

Writing an informal reply

Making suggestions

Offering help

Email
1

Jon Martin, the conference manager from Anchor Hotels, writes to

Jasmine Goodman at Lowis Engineering with some suggestions. How
many suggestions does he make?

From:

[email protected]

To:

[email protected]

Date:

March 21

Subject:

Lowis event on May 3

Dear Jasmine
Thanks for your email and your requests. I have put my answer after your questions:
7] Would you mind arranging a visit for my manager, Diane Kennedy?
Not at all. If you like, we could give Ms Kennedy a tour of the facilities and offer
her lunch.

42

Workplace English

A reply to a foLLow-up email I Unit 10

2) Could you arrange a gift for each guest at the event?

Yes, no problem. What about including a personal card from you or Ms Kennedy
with the gift?
3) Are you able to do this for less than 50 per guest?
Of course. Why don't you look at the attached list of possible gifts and tell me
what you think is best?
4) Could you send a new offer with the total price?
Yes. !.haven 't finished the new offer yet, but I will do it tomorrow. Would you like
me to send it to Ms Kennedy as well?
5] I can 't open the pictures of the conference rooms you sent.
Have you tried opening the pictures in Microsoft PowerPoint? Or should I send
you the photos in the post?
I hope these suggestions help. Let me know if you need anything else.
Best regards
Jon

Did you know?

You can respond to email requests by using the original email and adding
comments or replies below in a different colour or preceded by your initials.

Understanding

2 Read the email again and answer the questions.

When Diane visits the Anchor Hotel in central London, what will Jon offer
her?

2 What does Jon suggest including with the guests' gifts?

3 Why does Jasmine ask for a new offer?

4 What does Jon offer to send Jasmine in the post?

Key phrases
Making suggestions

Offering help

- - - - - - - - - - - - - - - - - - -1

Wha_t_!_Ho_w_a_b_o_ut+J_n_g_.._. _?__________~j_
lf_y_
o_
u _li_
k_
e,_w
_e_c_o_u_ld
__
...__
.
Why don't you ... ?

Would you like me to ... ?

Have you tried +ing ... ?

Should/ ... ?

- - - - - - - - - - -1

Let me know if you need anything else.

Workplace English

43

Practice
3

Put the words in the sentences into the correct order.

don 't you a meeting Why arrange
?

2 you Like me to send an Would email

?

3 you offices moving Have tried

?

4 What meeting of about the time the changing

?

me Let know if date you another need

I appointment change the Should

?

A colleague at work tells you he can 't finish a report because he has too
much work. Offer him some suggestions and complete the sentences
with your own information.
What about _____________________________________ ?

2 How about
3

If you Like, I couLd ----------------------------- - -

4 Let me know if you need ___________________________

5 Why don t you __________________________________ ?

5 Read this email from Jon's assistant, Katy Jones. Find and correct the
mistake in each numbered Line.
~ ~~~

Dear Jon

(1] Here are few suggestions for the Lowis Web event we 're organizing in May in
the central London hotel.
(2] Who don't we use the conference rooms next to the bistro on the top floor?
(3] The view of London is great. And how about have a celebrity chef for the
catering?
(4] My sister works with a celebrity chef and, if you Like, he could ask how much
it costs to hire him for the day.
(5] Also, have you thought about organize some music? It would be nice for the
breaks, I think.
(6] Would you Like me check the prices for a band?
(7] Let me know if you needs anything else.
Regards
Katy

44

Workplace English

~
(""

......

A reply to a follow-up email I Unit 10

Language tip
Use the present perfect tense - I have put my answers after your questions- to talk
about something done in the past that is still relevant now. We never use it with a
fixed time expression, for example, yesterday I last year.
See page 153 for more information about the present perfect tense.

Writing

6 A colleague of yours has to organize an office party. Send her an email

with some suggestions. Use the notes to help you.

Place - v)e company cafeteria, comfortable

Time- )tart" pm, fini)J, midni9J,t- need to tNork next day!
Mv)ic -live band. Offer to contactfriend in band 'TJ,e f3i9 Noi)e'?
AnytJ,in9 el)e?

Dear Sally

r-!

Here are some ideas for the office party. Why don't we ... ?

Workplace English

45

11 Invitations
Writing invitations

Describing events

Giving information about events

Emails
1

Jasmine Goodman is inviting different people to the Lowis event that she
is organizing . What is the difference between the two emails?

Dear Mr Cao

I am writing on behalf of Diane Kennedy, Sales Director for Lowis

Engineering. We would like to invite you to our Lowis event on Thursday
May 3 from 12 pm to 6 pm, followed by dinner, at the Anchor Hotel, London.
At the event, we are presenting our newest products to our major
customers and partners. It will be an opportunity for you to meet and talk
to our top engineers and designers.
Please find attached an agenda for the day and the venue. We hope you are
able to attend and we look forward to meeting you on May 3.
Yours sincerely
Jasmine Goodman

46

Workplace English

Invitations I Unit 11

Dear John
Diane asked me to write to you. On May 3 we are organizing a Lowis event
for our major customers and partners to present our latest products at the
Anchor Hotel, London . It starts at noon and there will be a dinner in the
evening. Are you free on this date, and would you and Paul like to come?
The agenda for the day and the location details are attached. I hope to see
you on May 3.
Best wishes
Jasmine

Did you know?

Another way to say noon in British English is midday.

Understanding
2 Read the emails again. Are the sentences true (T) or false (F)?
T IF

Jasmine is writing for Diane.

2 The event is for the whole day.

T IF

3 After the event, the visitors can do something together.

T IF

T IF

In the second email, Jasmine only invites John.

Key phrases
Invitations

-----------------------

X asked me to write to you. [informal}

1am writing on behalf of ... . [formal}

-

We would like to invite you to .... [formal}

-

---------1

It will be an opportunity for you .... [formal}

Are you free on this date I at this time I in

June? [informal}

We hope you are able to attend .... [formal} I Would you like to come? [informal}
We look forward to meeting you I seeing
you there. [formal}

I hope to see you on .... [informal}

.

Workplace English

147

Practice
3

Put the words in the sentences into the correct order.

Chairman It will an to our opportunity be for you meet

Thursday Like to would invite you meeting to a on We

3 Lunch you Like Would to to come

____________________________________________ ?

hope able you We are to conference attend the

Are o'clock free at 6 meeting you for a

____________________________________________ ?

You are writing an email to a colleague of yours to invite him to dinner at

the weekend. Some of the phrases in the email are too formal. Change
the numbered phrases to something more informal. Remember that in
some cases, a question can be used to make a suggestion.

r-1

Dear Marcus
We would Like to invite you
and Sally to dinner on Saturday.
I've asked Janette and Freddy
too so it should be good. [1]

________________?

We hope you are able to attend

and we Look forward to meeting
you then. [2]

2 _________________

Yours sincerely [3]

3 _________________

Katy

48 1Workplace English

Invitations I Unit 11

Language tip
Use in with months and seasons, for example, in January, in the summer.
Use on with days of the week, for example, on Saturday.
Use at with exact times, for example , at six o 'clock.
Use at with public holidays, for example, at Christmas{time}.
In Bri_tish English, use at the weekend, and in American English on the weekend.

Writing

5 Your boss, Joanna Timms, wants you to invite a very important customer
to a meeting and then lunch. Use your boss's notes to write the
invitation.

Pleas-e t,.vrite to Helmvt Probs-ij Order

Mana9er atTycoil Electronics-. Invite
him to ovr key cvs-tomer meetin9
Thvrs-day mornin9 1 April 7. I t,.vant him to
meet ovr Mana9in9 Director1 Tim l<in9 1
and the s-ales- team.
Then I t,.vill take him to lvnch atthe Ritz.
Thanks-!
Joanna -Sale> Director1 CMCX Ltd

Workplace English

149

12 Replies to invitations
Accepting an invitation

Saying no to an invitation

Giving reasons

Em ails
1

Look at these three replies to Jasmine Goodman's invitations to the

Lowis Engineering event. Who accepts the invitation and who doesn't?

Dear Ms Goodman
Thank you for your invitation to my manager, Mr Cao, for the event at Lowis
Engineering on May 3. Mr Cao is pleased to accept your invitation and will
attend from 12.00 until 18.00 and the dinner event at the Anchor Hotel.

Yours sincerely
Jenny Chang

Dear Ms Goodman
With reference to your email of March 7, unfortunately Ms Schmidt is unable to
attend the Lowis Engineering event on May 3 due to a business trip on that date.
We wish you success with your event.

Best regards
Eva Fleck
Workplace English

Replies to invitations I Unit 12

Hi Jasmine
Thanks for the invitation to the event on May 3. I'm afraid I can't come
because I'm on vacation at the time. But Paul is free and he's looking
forward to seeing you and Diane again . I hope everything goes well.
Regards
John

Understanding

2 Read the emails again. Find somebody who:

is on holiday on May 3.

2 will come to all of the Lowis event.

3 is on a business trip.

4 is looking forward to seeing Jasmine and Diane.

Key phrases
Accepting or declining an invitation
~---

Thank you for your invitation to .. ..

Thanks for the invitation to ....

Unfortunately, XYZ1s unable to attend ...

1 due to ... .

l-----------------------~-------------------------1

XYZ is pleased to accept your invitation.

I'm afraid I can't come because ....

XYZ is free and is looking forward to

I We

seeing .. . .

: I hope everything goes well.

wish you success with your event.

Practice
3

Look again at the phrases in the Key phrases box. Write F (formal) or
I (informal) against each phrase.

Workplace English I 51

Complete the sentences with information from the box.

attend

due

free

1 Mr Carter is unable to

2 I wish you

because of

pleased

success

the conference.
with your workshop.

3 Ms Kennedy is _ _ _ _ _ to accept your invitation.

4

This is

I'm

to another appointment.
on May 3 and I'm looking forward to being there.

6 I can't be there
5

a business trip.

Put the words in the sentences into the correct order.

you for on invitation Thank the the to Friday meeting

hope goes everything We on Friday well

3 to Goodman a business Ms Due is attend unable trip to due

4 Mr invitation Rogers your pleased to is accept

6 A colleague has been invited to a sales conference by a supplier to see

their Latest products. She has written an email but she wants you to
check it. The highlighted parts are too informal. Rewrite the highlighted
parts more formally.

~'iH~i~:
Dear Mr Hunter

Thanks a lot for the invitation to your sales conference on September 12. [1]
Unfortunately, I am unable to attend due to a business trip.
But my colleague, Jasmine Goodman, is free and will be there. [2]
I hope everything goes well. [3]

Regards [4]

2
3

4
Workplace English

'
r-

'-"'

Replies to invitations

I Unit

12

Language tip
If you cannot accept an invitation, always give a reason why, for example, due to a
business trip or because I'm on holiday (UK} I vacation (US}. Use something like
unfortunately or I'm afraid to make your reason sound more polite.

Writing
7 You have an invitation to an anniversary. Write an answer either
accepting the invitation or explaining why you can't go.

Dear Mr Rogers
We would like to invite you to our company's 25th Anniversary on Thursday
July 6 from 6 o'clock until midnight, followed by fireworks.
Please find attached information about the day. We hope you are able to attend
and we look forward to seeing you on July 4.
Yours sincerely
Katy Jones

Workplace English

153

13 Incoming calls
Answering the phone

Explaining somebody is not available

Calling back

Telephone calls

D)
16

CD

1 Listen to the two telephone conversations. Which department does Alan

want? Why can't Diane answer the phone?

II Sally

Lowis Engineering, Sally Tyrone speaking. Can I help you?

Alan

Hello, this is Alan Jay from Texas Consultants. I'd like to speak
to somebody in your Sales Department, please.

Sally

Please hold. I'll put you through toMs Kennedy.... Hello, Mr Jay?
I'm sorry but her line's busy at the moment. Can you hold?

Alan

Er, yes, OK.

Sally

I'm afraid she's still engaged. Can you call back later?

Alan

Hm. All right. Goodbye.

Sally

Goodbye.

IJ Jasmine

54

Diane Kennedy's phone, Jasmine Goodman speaking.

John

Hello, Jasmine. John Carter from APU here. Is Diane there?

Jasmine

Oh hi, John . I'm afraid she's not available at the moment.

She's in a meeting.

Workplace English

Incoming calls

I Unit 13

John

Oh, I see . I need to speak to her today.

Jasmine

Well, the meeting is until 11 o'clock. Can you call back later?

John

Yes, OK. I'll call back at 11.30. Is that OK?

Jasmine

Yes, that's fine .

John

Good. Thanks, Jasmine . Bye.

Jasmine

Bye, bye John. Maybe speak to you later.

Did you know?

In some companies, you can dial somebody's number directly. In other

companies, you need to speak to a receptionist or operator first.

Understanding

Listen again and choose the best answer A, 8 or C for each question.

16

CD

Alan can't speak to Diane because:

3 John wants to:

A she isn't there

B she doesn 't want to speak to him

A visit Diane today

B speak to Diane today

she's talking to somebody else

have a meeting wi t h Diane

on the phone

Sally asks Alan:

John says :

A to hold on to the phone

B to wait for a moment

A he w ill call back

B send an email

to put the phone down

wa it for a call from Diane

Key phrases
Dealing with calls
Please hold.

Can you call back later?

I'll put you through to ... .

I I'm afraid she 's not available at the

moment.

I'm sorry but her line :S busy at the moment.

Can you hold?
I 'm afraid she's still engaged {UK} I on
the line {US}.

I'll call back at ... .

{Maybe} speak to you later.

Workplace English

I 55

Practice

Join the two parts of the sentences together.

1 I'll put you through

A you later.

2 Can you

B available at the moment.

3 I'll call back

I'm afraid she 's not

I'm afraid she's

6 Speak to
7 Please

to Jasmine Goodman.
0 still on the line.
E hold?
F hold.
G this afternoon.

4 Put the words in the sentences into the correct order.

sorry moment busy but Mr at I'm Carter's line is the
2 boss later will My call back
3

afraid on a he's business I'm trip

4 you back morning call Can tomorrow

___________________________________________ ?

5 put through the you to Sales I'll Department

5 Write a sentence on the left to go with the response on the right.

1

OK. I'll call back after lunch then.

She's in a meeting? How long for?

The Sales Department? Yes, thank you.

No, I can 't hold. I'll call back later.

Still engaged? OK, I'll hold.

Language tip

Use will to show that you have decided to do something, for example,
The phone's ringing!- Don 't worry, I'll answer it!

I'll call back at 11.00.

See page 152 for more information.

56

Workplace English

Incoming calls

I Unit 13

Language tip
If you have to say a colleague isn't
available to speak on the phone,
it's polite to apologize and explain
what they are doing, for example,
I'm afraid he's in a meeting I on a
business trip.

Speaking
6
17- 18

co

A customer calls your company to speak to a colleague. Play Track 17

and speak after the beep. Then listen to Track 18 to compare your
conversation.
Customer
You
Customer

Can I speak to Mr Rogers, please?

{Tell him fvlr Rogers is in a meeting.}

Oh, I see. Well, can I speak to Pauline Coates in the Sales

Department?

You
Customer
You
Customer
You
Customer
You
Customer
You

{Tell him you will put him through.}

Thanks.
{Apologize and tell him that fvls Coates' line is busy.}

Oh, I see.
{Ask if he wants to hold.}

Hmm, I don 't think so.

{Ask if he can call back later.}

Yes, OK, thank you. Bye.

{Say goodbye.}

Workplace English

I 57

1' Outgoing calls

Asking to speak to somebody

Checking telephone numbers

Thanking people

Telephone calls

0)1
19

CD

Jasmine Goodman from Lowis Engineering wants to call three people to

check arrangements for meetings. Listen to her side of the telephone
conversations. Does she speak to the people she wants to contact?

Ah, good morning. Could I speak to Alan Jay, please? ... He 's
Jasmine

in a meeting . OK, I'll call back later.... Is 12 o'clock OK? .. . Great!

Can you give me his extension number, please? ... 8 - 6 - 5 -1.

Well, many thanks for your help!

II

Hi, I'd like to speak to Andrea Schmidt, please .... Hello, Ms

Schmidt. This is Jasmine Goodman calling from Lewis
Jasmine

Engineering ... . I'm calling about our meeting next Wednesday

in London. I just want to check if that is OK for you . ... Good.
Well, thanks very much , Ms Schmidt. ... See you next week .
Goodbye.

58 1Workplace English

Outgoing calls I Unit 14

II

Hello, my name 's Jasmine Goodman from Lowis Engineering.

Can you put me through to Mr Johansson, please? ... Oh, on a

Jasmine

business trip? ... Um ... can you give me his mobile number,
please? ... 00 49 1552 8896441. And can you give me his land
line number also? ... I see, so that's 00 49 899 315 96021 .... All
right. Well, thanks a lot.

Did you know?

A mobile phone in British English is a cell phone in American English.
Generally, in American English you say zero for 0 and 'Oh' in British English.

Understanding

2 Listen again and answer the questions.

19

Does Jasmine have Alan's direct telephone number?

CD

2 What reason does Jasmine give for calling Ms Schmidt?

Why can't Mr Johansson speak to Jasmine?

Key phrases
Making telephone calls
Could I speak to XYZ, please?

Hi, I'd like to speak to XYZ, please.

This is XYZ calling from ....

I just want to check ... .

I Many thanks for your help!

I

Can you give me his extension number,

please?
1

Can you put me through to ... ?

I'm calling about ... .

Thanks very much.

Thanks a lot.

Practice
3

Match the questions and statements to the replies.

1 Can you give me his extension?

A My pleasure.

2 Well, thanks very much!

B What time today?

C It's 4155.

Could I speak to Ms Kennedy?

4 I'd like to speak to Mr White.

D Hi, Paul!

I'm calling about our meeting today.

E I'll put you through to him.

This is Paul Rogers calling from APU.

F I' m afraid she's in a meeting.

Workplace English

59

Put the words in the sentences into the correct order.

you to Can me through put James please Harris ,
?

calling month about I'm the conference next

3 I number flight want to check just your

4 you mobile give Mr Can Carter's me number
?

5 I Please speak to could White Kate

?

D)

Anthony much very Well, thanks

5 Jasmine phones Anton White in Paris to check if he is coming to the

20

meeting at Lowis Engineering. Put the sentences into the correct order

co

to make a conversation. Then listen to Track 20 to check.

Jasmine

Could I speak to Mr White, please?

Wh ite

Hello, Jasmine.

Jasmine

Oh, good! Well, thanks a lot, Mr White and see you next
week. Bye .

White

Anton White.

Jasmine

Hi Mr White, this is Jasmine Goodman calling from Lowis

Engineering.

Jasmine

I'm just calling about the meeting next Tuesday at

10 o'clock. I just want to check if the time is OK for you .

Receptionist

I'll put you through .

White

The time is fine. No problem at all.

Jasmine

Bye .

White

See you then. Bye .

I
I
I

60

Workplace English

Outgoing calls I Unit 14

Language tip

Say telephone numbers individually, for example, 3156 is three one five six. Two
numbers the same are given either individually or with the word double, for
example, 004 is zero zero four or double oh four. 55 is double 5.
If you want to end a telephone conversation, use the word Well followed by a thank
you to let the person you are speaking to know that you have finished, for

example, Well, many thanks for your help! or All right. Well, thanks a lot!

Speaking

6 You want to try to call your contact at a hotel to arrange a meeting. Play
21-22

co

Track 21 and speak after the beep. Then listen to Track 22 to compare
your conversation.

Receptionist
You
Receptionist
You
Receptionist
You
Receptionist

Apelles Hotels, how can I help you?

{Give your name and company and ask to speak to Cindy Fox.}

I'll put you through .... Oh, I'm sorry she's on a business trip.
{Ask for tvfs Fox 's mobile phone number.}

Yes, of course. It's 0155 289 6645.

{Repeat the number, thank the receptionist and say goodbye.}

Goodbye.

Workplace English

61

15 When things go wrong

Checking deliveries

Dealing with delivery problems

Asking for information

Telephone calls

OJ
23

CD

62

1 Jasmine Goodman has to make a phone call to a catering supplier, Benji's,

and to a package delivery company, TPS. What are the two problems?

El Benji's

Benji's Catering, can I help you?

Jasmine

Yeah, this is Jasmine Goodman from Lowis Engineering. I'm

calling about an order for food I made for today.

Benji's

Yes?

Jasmine

There's a problem with the lunchtime special executive menu

for ten I ordered. You sent the wrong delivery.

Benji 's

What did you receive?

Jasmine

Er, let me see the delivery note. Ah yes, the children's party
special.

Benji's

Ah, I see.

Jasmine

Could you pick it up from our office?

Benji's

Yes, of course.

Jasmine

And can you give us a refund, please? We really don 't need the
lunch special now.

Workplace English

When things go wrong

I TPS

I Un it

15

Thank you for calling TPS. To arrange a pickup , press 1. For

the latest information on a package sent with TPS , press 2.

Tony

TPS, good morning. This is Tony speaking, how can I help you?

Jasmine

Oh, hi . My name 's Jasmine Goodman. It's concerning a

package I sent to Singapore. Something's gone wrong with the
delivery. It hasn 't arrived yet.

Tony

OK. Can I have your tracking number, please?

Jasmine

Er, it's MU 76344 HJ .

Tony

Let me just check for you .... Yes, sorry to keep you waiting. I'm
afraid it's been delayed . It's in the Singapore depot at the
moment. Apparently, there was a problem with the delivery
address.

Jasmine

Oh , really? What's happened to it?

Tony

It seems the house number didn 't exist. Can I check it with
you? Was it to 40 Golden Orchard Road?

Jasmine

No, 14!

Tony

Right- one four. I see.

Jasmine

Can you tell me when it'll be delivered?

Tony

We 'll put it on a truck right away so it will arrive today. I

sincerely apologize for any inconvenience.

Did you know?

With automated phone menus you sometimes press the hash(#}, pound(} or star
{*}keys.

Understanding

2
23

CD

Listen again to the tyvo conversations. Are the sentences true (T) or
false (F)?
Jasmine didn 't make an order to Benji 's Catering .

T/F

2 Jasmine wants Benji's to pick up the order.

T/F

3 Jasmine wants money back from Benji's.

T/F

4 Jasmine is waiting for a package from Singapore.

T/F

5 The package is still in London.

T/F

6 TPS had the wrong address.

T/F

Workplace English

163

Key phrases
Describing problems and asking for information

---There 's a problem with ... .

Could you collect it I pick it up ... ?

It's concerning ... .

I Can you give us a refund?

You sent the wrong delivery I order.

I What's happened to ... ?

Something's gone wrong with ....

Can you tell me when it'll be delivered?

Practice
3

Join the two parts of the sentences together.

A to our order?
8 the delivery.

Something's gone wrong

What's happened

3 Can you give

4 There's a problem with

D with the reservation.

5 Could you pick

E me a refund?

up the package?

4 Put the words in the sentences into the correct order.

you package me when Can you will collect the tell
?

2 equipment our order concerning for It's office

3 the delivered wrong with package Something is you

'

my concerning LO 743 KL package, tracking It's number

5 our happened to What's delivery

?

sent to the company wrong You delivery our

5 Complete the sentences on the left that go with the response on the
right. Use the Key phrases box to help you.

1
2 Can you
3

arrive?
?
it up?

4 What's _ _ _ _ _ _ _ _ _ ?
5 _ _ _ _ wrong_____
Workplace English

The truck is on its way to you now, sir.

Yes, of c~urse. How much did you pay?
No problem. When is a good time?
Can I have your tracking number, please?
Oh, what did we send?

When things go wrong

I Unit 15

Language tip

24

CD

24

CD

Be careful when giving the following numbers to a business partner. They

frequently cause problems. Listen to the pairs.
13 - 30 14 - 40 15- 50 16 - 60 17- 70 18 - 80 19 - 90
Make sure your pronunciation is clear, and, if you are not sure what your partner
says, check carefully to avoid mistakes.
Here is a way to remember how to pronounce similar sounding letters of the
alphabet in English. Listen to the letters.
AHJK
B C D E G P T Z [US]
F L M N S X Z [UK]

0
QUW
R

IY

Speaking

6 You call a supplier to complain about a delivery. Play Track 25 and speak
25- 26

CD

after the beep. Then listen to Track 26 to compare your conversation.

Supplier
You

Jackson Office Supplies. How can I help you?

(Give your name and company Say you have a problem with an order
you made last week.}

Supplier
You
Supplier
You
Supplier
You
Supplier
You

I'm sorry to hear that. Can you give me the order number?
(JYG 723 I 19 I BP Say they sent the wrong ink for the printers.}

Oh, I see.
(Ask them to pick up the wrong ink and bring the right ink- TP2000.}

No problem.
(Ask when they will come.}

I think tomorrow should be possible. Is that OK?

(Say that's DK and goodbye.}

Workplace English

65

16 Telephone messages
Taking messages

Leaving messages

Confirming information

Telephone calls

3)
27

1 Jasmine Goodman has to answer her boss's telephone this week. Listen
to extracts from three telephone conversations. Where is Diane?

:;o

II Jasmine
Alan

Good morning, Jasmine. This is Alan Jay from Texas

Consultants. I'd Like to speak to Diane Kennedy, please.

Jasmine

I'm afraid she's away this week, Mr Jay. Can I take a message?

Alan

Yes. Can you tell her I'm flying to London next week and I'LL see
her at the sales conference?

Jasmine

Can I just check that? You're coming to London next week and
you'LL see her at the sales conference.

Alan

Yes, that's right.

Ill Jasmine

66

Jasmine Goodman.

Hello, Jasmine Goodman.

Tina

Hi, Tina Jones here, Jasmine. Can I speak to Diane, please?

Jasmine

I'm sorry, Ms Jones, but she's not here. She's back on Monday
next week.

Workplace English

Telephone messages

I Un it 16

Tina

OK. Well, could you take a message?

Jasmine

Yes, of course .

Tina

Tell her I can come to the meeting on the 14th and that my
colleague, Marco Toncini, is coming too. But we won 't get to
you until 10 o'clock . Our flight from Milan only arrives at 8.30.

Jasmine

ALL right, let me repeat that: you and Mr Toncini will be at the
meeting on the 14th from 10 o'clock. Is there anything else I
can help you with?

II Jasmine

Jasmine Goodman .

Mark

Hello, Jasmine. It's Mark Pole here .

Jasmine

Hi, Mark.

Mark

Is Diane in the office?

Jasmine

She's on holiday this week, Mark. Do you want to leave a

message for her?

Mark

Well, you can tell her I called , but I also want to send her an
email. Could you give me her email address?

Jasmine

Yes, of course. It's diane.kennedyfalowis-engineering.com.

Mark

I'll read that back to you: diane dot kennedy at lowis hyphen
engineering dot com.

Jasmine

Right. And I' LL tell her you called .

Did you know?

In ema il addresses, '@ ' is at, - is hyphen, : is dot and _ is underscore.

Understanding

2 Listen again and find the mistakes in the messages Jasmine writes for
27

CD

Diane.
Telephone message 1
From: Alai) Jay

To: Dial)e Kel)l)edy

Mr Jay i> flyil)g to Liverpooll)ext mol)tJ, al)d will >ee you attJ,e >ale> col)ferel)ce.

Telephone message 2
From: Til)a Jame>

To : Dial)e Kel)l)edy

M> Jame> i> comil)g to tJ,e meeti/)9

5J,e'll arrive at 10 o'clock.

Of)

tJ,e lftJ, witJ, J,er colleague Marco Tof"lcif"li.

Telephone message 3
From: Mark Pole

To : Dial)e Kel)l)edy

Mark called . He i> )ef"ld il)g you )ometJ,if"l9 if"l tJ,e po>t

Workplace English

167

Key phrases
Taking and Leaving a message
Can I take a message?

Can I just check that?

Could you take a message?

Let me repeat that: ...

- - --I'll read that back to you: ...

----

- -

Do you want to leave a message for her?

Practice

Put the words in the sentences into the correct order.

Can for I Carter leave message a Mr

?
2

you me message like to leave him Would a

message read you the back I'll to

4 take you Goodman a message Could for Jasmine

?
5

I information just check Can the

Rogers want you leave a Do message for Mr to

?
?

OJ
28

CD

4 John Carter wants Jasmine to give Diane a message. Listen to Track 28

and complete the form.
Telephone message

From: JoJ.," Carter

Date: May Lf

68

Workplace English

To: Dial)e l<.el)l)edy

Telephone messages I Un it 16

Language tip
Don't be afraid to repeat something back if you are not sure you have the right
information. Speak slowly and clearly, especially when you repeat back numbers
and names.

Speaking

5 A customer calls you to speak to your boss. You have to take a message.
29-30

CD

Play Track 29 and speak after the beep. Then listen to Track 30 to
compare your conversation.
Customer
You
Customer
You
Customer

Can I speak to Mr Rogers, please?

{Say you're sorry but he 's in a meeting.}

Oh, I see. I have some information for him.

{Ask if you can take a message.}

Um ...yes , OK. Can you tell him that my conference in June is

cancelled? If he wants to speak to me about it, he can call me on
my new mobile. The number is 01521 300 9957.

You

{Say that you want to check the information. Repeat the information
and the mobile phone number.}

Customer
You

That's right. Thanks very much. Goodbye.

{Say goodbye .}

Workplace English

69

17 Conference arrangements
Reserving a meeting room

Checking equipment

Arranging refreshments

Telephone call

D)
31

1 Jasmine wants to organize a large business meeting in a hotel. Listen to

her phone call. Where will the participants eat lunch?

CD

70

Cindy

Apelles Hotel Reservation Department, Cindy Fox speaking.

How can I help you?

Jasmine

Good morning. My name's Jasmine Goodman. I'd Like to

reserve a room for a meeting from 9 o'clock until6 o'clock for
next Friday, April 27th.

Cindy

Are you a customer of ours already, Ms Goodman?

Jasmine

Yes. It's Lowis Engineering.

Cindy

All right. How many participants will there be?

Jasmine

20 to 25.

Cindy

OK, let me check .... Yes , that's fine, Ms Goodman. The

Napoleon and the Wellington Suites are both available.

Jasmine

Excellent. I'd like the Wellington Suite, please. Now, does the
room have a projector?

Cindy

Yes, and Internet. Is there anything else you need?

Jasmine

Could you provide a flipchart and four pin boards?

Workplace English

Conference arrangements I Unit 17

Cindy

Yes.

Jasmine

Good. Now, can you set up a coffee break for 10.15, and
another break for 4.30, please?

Cindy

OK. What about water and juice during the meeting?

Jasmine

Oh, good idea! Next, lunch: Please could you reserve tables in
the hotel restaurant for 1 o'clock?

Cindy

Certainly, Ms Goodman.

Jasmine

Good. Now, would you mind repeating that back to me?

Cindy

Of course. Friday 27th, the Wellington Suite from 9.00 until6.00

for 20 to 25 people. Coffee at 10.15, lunch at one, and a coffee
break again at 4.30, plus water and juice in the meeting room.

Jasmine

And don't forget the equipment!

Cindy

One projector, one flipchart and three pinboards.

Jasmine

No. One projector, one flipchart and four pinboards.

Cindy

Sorry, got that. I'll confirm it all in an email to you .

Jasmine

Thanks. My email address is ....

Did you know?

A pinboard in British English is called a bulletin board in American English.

Understanding
2
31

CD

Listen again. Are the sentences true (T) or false (F)?

1 Jasmine wants to reserve a room for a conference.

T/F

2 The Wellington Suite has a projector for presentations.

T/F

3 Jasmine doesn't want any other presentation equipment.

T/F

4 Jasmine arranges an afternoon break for 3.30 pm.

T/F

5 The meeting will last all day.

T/F

Key phrases
Making a hotel reservation for a meeting

I'd like to reserve I book a room for a ....

Does the room have a ... ?
Could you provide a ... ?
Can you organize I set up a coffee break
for ... ?

Please-could you reserve I book tables in

the hotel restaurant?
Would you mind repeating that back
to me?

I Don't forget the ....

Workplace English

71

Practice
3

Complete the sentences with words from the box.

reserve

forget

mind

projector

provide

1 Can you set up a _____ in the room?

2 Could you

coffee and tea at about 4 o'clock?

3 Would you

repeating that back to me?

4 I'd like to
5 Don't

a conference room, please.

the pinboards!

Put the words in the sentences into the correct order.

you tables us reserve Please could some for
?

2 like I'd to reserve tickets some

3 you me repeating Would that to mind back, please

?
4 the connection room Does have Internet an

?
5 organize next a meeting you Can for week

OJ
32

5 Play Track 32 and listen to another customer speaking to Cindy Fox.

Complete the reservation form.

CD
Apelles Reservation Form
Customer n a m e : - - - - - - - - - - - - - - Company: Topaz Li9J,tin9
Date: _ _ _ _ _ _ _ _ _ _ _ _ _ _ Time: _ _ _ _ _ _ _ _ _ __
Meeting room: Napoleon 5vite
Participant n u m b e r s : - - - - - - - - - - - - - - - - - - - - Equipment required: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Refreshments: Coffee break+
Time required: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __

Workplace English

Conference arrangements

I Unit 17

Language tip

When you are calling to make a reservation, use I'd like to reserve .... Then to
make any particular requests, use Could you ... ? or Can you ... ?, for example,
Could you provide tea and coffee?

When making arrangements over the phone, it is always worth asking for written
confirmation, for example, Could you confirm the details in an email?

Speaking

Q] 6
33- 34

CD

You are calling Cindy Fox to make a reservation for your company. Play
Track 33 and speak after the beep. Then listen to Track 34 to compare
your conversation.
Hotel

Apelles Hotel reservation department, Cindy Fox speaking. How can

I help you?

You

{Give your name and company Say you want to reserve a meeting room
for July 30, 10.00- 3.00.}

Hotel
You
Hotel
You
Hotel
You
Hotel
You
Hotel
You

All right. For how many participants?

{Say 14.}

Yes, that's fine . The Napoleon Suite is available .

{Ask if the room has an Internet connection.}

Yes, it does. Is there anything else you need?

{Ask if the hotel could provide a multimedia projector and flip chart.}

No problem. What about refreshments?

{Say you would like sandwiches and coffee at 12.00.}

Fine. I'll confirm this in an email.

{Say thanks and goodbye.}

Workplace English

73

18 Travel plans
Arranging a meeting

Checking availability

Agreeing a convenient time

Telephone call

31
35

CD

74

Jasmine Goodman wants to make an appointment for her boss, Diane

Kennedy, with Peter Wasilewski in Gdansk next week. Jasmine phones
him. Listen to the conversation. When do they set up the meeting for?
Jasmine

Diane is flying to Warsaw the day after tomorrow and visiting

Gdansk next week. Would it be possible for her to see you
then, Mr Wasilewski?

Peter

Hmm, I'm quite busy, but I'm sure we can find time.

Jasmine

I see. Do you have time on Tuesday afternoon at 2 pm?

Peter

Er, no. I'm afraid I have a meeting from 2 until 6 o'clock.

Jasmine

OK. Well, would Wednesday morning be convenient for you?

Peter

Ah, I'm sorry but I have an appointment at the dentist at 9.00.

IsMs Kennedy available on the day after? I mean Thursday?

Jasmine

Oh sorry, no, I'm afraid not. She has to be back in London by

noon on Thursday. Are you available on Wednesday afternoon?

Peter

Hmm, let me see. Yes, I can do that.

Jasmine

Excellent! So, could you meet Ms Kennedy at 2.30 in your

office? Does that work for you?

Workplace English

Travel plans I Unit 18

Peter

Yes, that's fine. I look forward to seeing her then.

Jasmine

Thanks very much. I' ll tell her. Bye.

Peter

Bye.

Did you know?

Use fvls for both married and unmarried women, or fvlrs for married women.
There is no similar distinction for men in English. It is always fvlr.

Understanding

DJ 2 Listen again and choose the best answer A, 8 or C for each question.
35

Peter Wasilewski's office is in:

CD

A London

8 Warsaw
C Gdansk
2

Mr Wasilewski's Tuesday afternoon meeting finishes:

A at some time before 6.00

8 at 6.00
C after 6.00
3

Diane is coming back to London:

A no later than 12.00 on Thursday

not before 12.00 on Thursday

C on Thursday afternoon

Key phrases
Asking for an appointment
Would it be possible for her to see you
then I on ... I at ... ?
Do you have time on Friday I next Tuesday?
Would fvlonday I Thursday be convenient

Are you I Is she available tomorrow I on

Thursday?

I Could you meet her at 4.30?

Does that work for you?

for you?

Workplace English

175

Practice

Join the two parts of the sentences together.

1

2 Would Tuesday morning

b time on Friday?

3 Could you meet Mr Carter at

4 Would it be possible for

d Mr Rogers to see you?

e be convenient for you?

a 11.30?

Are you available

Do you have

on Tuesday morning?

Put the words in the questions into the correct order.

10.30 you Does work for
?

2 Would Kennedy lunchtime, be you convenient Ms for

?

3 be it possible Would for him to me see tomorrow

?

4 John morning available on Is Monday

?

5 you to Jasmine meet quarter at Could four

?

I
36

:o

Jasmine phones Eva Miskiewicz in Warsaw to make another

appointment for Diane. Put the sentences into the correct order to make
a conversation. Then listen to Track 36 to check .

I
I
I

76

Jasmine

... Diane will be flying to Warsaw on Monday. Do you have

time on Monday?

Eva

Sure. That would be fine.

Jasmine

Well, are you available on Monday evening? Ms Kennedy

would like to take you to dinner.

Eva

Well , after 10.00 perhaps.

Eva

That's very kind, but I have another appointment in the

evening .

Eva

On Monday? Hmm, that's difficult.

Jasmine

Mmm, well, would Tuesday morning be convenient for

you?

Jasmine

Great! How about 11 o'clock? Does that work for you?

Workplace English

Travel plans I Unit 18

Language tip
Use until to describe a complete period of time during which an action takes
place, for example, I've got a meeting from 2 until 6 o'clock.= The meeting starts at
2.00 and finishes at 6.00.
Use by to set the latest point when an action has to take place, for example,
She has to be back in London by noon on Thursday = 12.00 Thursday is the latest

time when Diane must be back in the office in London.

Speaking
6
37- 38
CD

You are calling a customer to arrange a time for a meeting. Play Track 37
and speak after the beep. Then listen to Track 38 to compare your
conversation.
Customer
You
Customer
You
Customer

So you are flying to Madrid next week? Hmm, when can we meet?
{Ask if he is free on Tuesday}

Tuesday? No sorry, I'm away on a business trip.

{Ask about Wednesday morning.}

I'm afraid Wednesday morning is no good. I have to go to the

doctor.

You
Customer
You
Customer
You
Customer

{Ask about Wednesday afternoon.}

Um ... yes ... I think so.

{Suggest 3 o'clock.}

Is a little later possible?

{Suggest 4 o'clock at the latest because you have to leave by 6.00.}

Yes, that's fine. I'll see you then!

Workplace English

77

19 Welcome back
Greeting people you know

Giving a gift

Thanking somebody for a gift

Conversation

~ 1 John Carter and Paul Rogers return to Lowis Engineering. Jasmine

v'D

comes down to reception to meet them . Read their conversation and

watch the video. Why does Paul give Jasmine a present?

78

Jasmine

Jasmine Goodman. Hello, Sally.... John Carter and Paul

Rogers? Yes, that's fine. I'll come and get them . ... Great,
thanks very much, Sally.

Paul

Jasmine, good to see you again!

Jasmine

Hello, Paul. Hi, John . Nice to see you again too!

John

How are you, Jasmine?

Jasmine

I'm fine, thanks. And you?

John

Very well, thanks.

Jasmine

Have you checked into your hotel OK?

John

Yes, we have.

Jasmine

Good, good .

Paul

Thank you for organizing everything for us again.

Jasmine

No problem.

Workplace English

Welcome back I Unit 19

Paul

And this is a small present from our company to say thank you
for all your help.

Jasmine

... Oh, thank you very much! That's really kind of you!

Paul

No worries.

Jasmine

I'll open it upstairs. Ready to go up?

Paul

Yeah.

Did you know?

In some cultures it is impolite to open a present or gift immediately.

Understanding

2 Watch again. Are the sentences true [T) or false [F)?

DVD

1 John and Paul come up to Jasmine's office by themselves.

T/F

2 Jasmine knows John and Paul already.

T/F

3 John and Paul needed to make a hotel reservation.

T/F

Jasmine is pleased with her present from John and Paul.

T/F

5 Jasmine opens her present immediately.

T/F

Key phrases
Greeting acquaintances, giving and receiving a gift
Good to see you again!
Nice to see you again too!

Very well, thanks.

---+-~s is a small present from ....

How are you7 _ _ _ _ __ __

I'm fine, thanks. And you? I How about you?

Thank you very much! That's really kind

of you.

Practice

Match the sentences.

That's really kind of you!

2 How are you?

A Thank you very much. It's lovely!

B Nice to see you again too!

Good to see you again!

This is a gift from our country.

D You're welcome.

Fine thanks, Jasmine. And you?

Workplace English

1_79

Put the words in the sentences into the correct order.

really you kind That's of

2 to again Diane see you Nice too ,

3 Tony are How you ,

_ _ __ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ ?

4 a us small of present from Here's all

5 thanks. about you And Fine , how
______________________ ?

5 Read the conversation between Jasmine and Jon Martin from Anchor
Hotels. In each numbered Line there is a small mistake. Find and correct it.
1

Jon

2 Jasmine

Hello, Jon. Nice to see you again to! _ _ __

How is you? _ _ __

Jon

4 Jasmine

Fine, thank . And you? _ _ __

Very while, thanks. _ _ __

Jon
Jasmine

Jon

Good.
Thanks four using Anchor Hotels for your conference. _ __

7 Jasmine

Mine pleasure. _ _ __

Jon
8
9 Jasmine

And these is a small present from Anchor Hotels. _ _ __

10

80

Hello Jasmine. Good too see you again! _ _ __

Jon

Workplace English

Oh, thank you very much! That are really kind of you! _ _ __
Not it all. _ _ __

Welcome back I Unit 19

Language tip
When somebody thanks you, use one of the following replies:
fvly pleasure.
You 're welcome!
Not at all!
No worries. [Informal]

Speaking
6
39-40

CD

You are meeting Colin, a colleague from another country, at your

company. Play Track 39 and speak after the beep. Then listen to Track 40
to compare your conversation.
Colin
You
Colin
You
Colin
You
Colin
You
Colin

Hello! Good to see you again!

(Reply.}

How are you?

(Say you 're fine and ask about him}

Very well. And thank you so much for arranging my hotel room.
(Reply.}

And here is a small thank-you present for all your hard work.
(Reply.}

My pleasure!

Workplace English

81

20 Plans
Explaining a schedule

Describing a sequence of events

Talking about future plans

Conversation

~ 1 Jasmine has put together a schedule for John Carter and Paul Rogers.
JVD

82

Read their conversation and watch the video. Who has John met before?
Jasmine

So, here's the schedule for the next two days. Can I just run
through it?

John

Yes, of course.

Jasmine

All right. First of all, this afternoon you're meeting Chris Fox,
the factory manager, together with Diane. They want to show
you the factory.

Paul

Interesting.

Jasmine

After Chris has given you the tour, Diane wants to show you some
of our ideas for the new equipment and you can talk to some of
our engineers. And then Diane is taking you to dinner, together
with Mr Harris, the Managing Director of Lowis Engineering.

John

Sounds good.

Jasmine

Next, tomorrow morning at 9.30, Diane and I are picking you up

from your hotel to take you by car to our test facility just outside
of London and you can see some of our equipment in action.

Paul

That'll be interesting.

Workplace English

Plans I Unit 20
Jasmine

I hope so. While you 're there, you're meeting the test manager,
Jim Gibson, and he can show you everything.

John

Great, I know Jim already, in fact.

Jasmine

Ah, good. Finally, at about 4 o'clock a taxi's picking you up from

here and taking you to the airport. Your flight back to Australia
is at 7 o clock, I think.

Paul

Yes, that's right. Well, that all sounds very well organized.
Thanks again, Jasmine.

Jasmine

You're welcome .

Understanding

2 Watch again and complete the schedule below for John and Paul.

OVD

Today
11.00
1.00
3.00
6.00

am- arrive LolNi Engineering

pm _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
pm _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
pm _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __

Tomorrow
9.30 am _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
4.00 pm -~---..,-----------------7.00 pm - ffightto Sydney

Key phrases
Outlining a schedule

First of all, ....

Next, ... .

After I After that _:__

While ... .

And then ....

Finally, ... .

Workplace English

183

Practice
3

Complete this article about how to run a successful meeting using the
words in the box below.

I after

finally

first

next

then

Did you know that the average business

person sits in meetings for 190 hours
every year? That's eight days! So how
can you organize effective meetings?
(1)
of all, think: is a
meeting necessary?
(2)
you have decided it is
necessary, don't invite too many
people. More than seven and good

while

discussion is difficult.
(3)
you must plan the
agenda carefully and (4) _ _ __
send it in time for people to prepare.
(5)
the meeting is
running, make sure that there is
coffee and water for everybody.
(6)
, check that everybody
has ... .

Put the words in the sentences into the correct order.

I'm to Today listen to to my, English work CD while planning driving

all, meeting we're having First a of

3 that, I'm lunch with having After Jasmine

4 writing for boss Then a report, I'm my

5 this a evening I'm going to Finally, movie

Look at your diary for next week and write down your plans.
First of all, on Monday I'm _ _ _ _ _ _ _ _ _ _ _ _ __
After I After that, on Tuesday _ _ _ _ _ _ _ _ _ _ _ __
And then on Tuesday afternoon _ _ _ _ _ _ _ _ _ _ _ __
Next, on Wednesday _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Finally, on Friday _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __

84

Workplace English

Plans

I Unit 20

Language t ip

Use the present continuous tense to talk about definite future plans, for example ,
This afternoon you 're meeting Chris Fox.
See page 149 for more information on the present continuous.

Speaking

0) 6
41-42

CD

Your manager wants you to explain her schedule for tomorrow with an
important customer, Ms Sahdi. Use the diary below to help you. Play
Track 41 and speak after the beep. Then listen to Track 42 to compare
your conversation.
Tomorrow
10 .00 am11.00 am1.00 pm3.00 pm7.00 pmManager

pick up M> 5aJ.,d i at airportj )hoi.N J.,er tJ.,e nei.N office

meetin9 M> SaJ.,di, you and >ale> team
take M> 5aJ.,di to lunch
vi>itfactory and explain about nei.N equipment
90 to tJ.,eatre and J.,ave dinner
Ah, there you are . Can you tell me about my schedule for tomorrow
with Ms Sahdi?

You
Manager

You
Manager

You
Manager

You
Manager

You

(First of all, at 70.00 you 're picking up fvfs Sahdi at the airport and .... )

I see. What next?

(Next, at 11.00 ... .)

Very well. And then?

(And then, ... .)

I see. After that?

(After that, ... . )

Good ! Anything else?

(Finally, ... .)

Workplace English

21 A change of plan
Changing arrangements

Apologizing

Giving reasons for changes

Conversation

~ 1 Jasmine has put together a schedule for John Carter and Paul Rogers.
>VD

Read their conversation and watch the video. What's the problem?

Jasmine

86

... and I think that Diane can explain that later. Just a moment! ...
Jasmine Goodman ... Oh, hello Diane ... yes, John and Paul are
here already ... Oh dear! ... Right ... Yes .... I' ll tell them ... No,
don't worry. Yes ... yes .... No problem ... OK ... Well, I hope she's
better soon .... Right, bye ... . Bye.

John

Is there a problem?

Jasmine

Yes, I'm afraid there is. That was Diane. Her daughter's sick.

Paul

Nothing serious, I hope?

Jasmine

No, I don't think so but she does need to take her to the doctor. I
truly apologize but she can't come around the factory with you
today. So we need to adjust the schedule because she really
wants to do that with you.

John

OK.

Jasmine

So I want to move forward the visit to our test facility that we

planned for tomorrow, to today ...

John

All right.

Workplace English

A change of plan I Unit 21

Jasmine

... and move back the visit to the factory to tomorrow so Diane can
come as well. She sends her apologies for changing the plan.

Paul

No problem. And ... at dinner this evening? Will you come as well,
or is it just Mr Harris?

Jasmine

Just Mr Harris. I'd love to come but unfortunately I have to

babysit for a friend this evening. I'm really sorry!

Did you know?

Use to move or bring forward in British English or move up in American English to
say that something will be done earlier than planned. In British English, to move
back or put back means to do something at a later time or date.

Understanding
2

Watch the video again. What changes does Jasmine make to the schedule?

DVD

Today
11.00 am- tovr factory with Diaf)e
af)d Chris- Fox
1.00 pm- s-af)dwicheS" if) office
3.00 pm- meet s-ales- team
6.00 pm- dif)f)er with Diaf)e af)d
Mr HarriS"

Tomorrow
9.30 am- vis-ittes-tfacility. Meet Jim

Gibs-of)
4.00 pm- taxi from LowisEf)9if)eerif)9 to airport
7.00 pm- fli9htto 5ydf)ey

Key phrases
Apologizing

Changing arrangements

----------------+----

I'm afraid there's a proble_m

_.__________ We need to adjust the schedule I change
I truly apologize but.. . .
the plan.
-----------------+------------------------------1
_S_
he__
se_n_d_s_h_e_r_a_
p_
o_
lo_
g_
ie_s_~_
or_._________ 1 want to move I bring forward {UK}/

I'd love to XYZ but....

I'm so sorry

I I'm so sorry for ... .

move up {US} .... [~]

I want to move back I put back {UK} ... . [-7 1

Practice

3 Join the two parts of the sentences together.

1
2
3
4
5

They send their apologies

The boss wants to move
I need to
We'd love to
The airline has put

A
B
C
D
E

up the meeting.
but we're away on vacation.
back the flight by two hours .
for the delay.
adjust the schedule.

Put the words in the sentences into the correct order.

salesteam telephone want bring The conference call forward to the

2 I for hotel truly the problems with apologize the

3

I'm afternoon there's the change to a timetable afraid this

4 sent apologies his He for delay the

5

so presentation sorry we put I'm the to tomorrow back

5 Complete the sentences with words from the box.

I truly

sorry

up

1 I'm

back

need

afraid

there's a problem with the flight.

2 I'm so

you had to wait.

apologize for the delay.

to change the schedule.

4 We
I'm
moving
the meeting from 4 to 3.
5
6

I'm putting

the visit from 3 to 4.

Language tip

If you want someone to understand that something is important, use the auxiliary
verb do, or emphasizing words like truly, really or so.

She does need to take her to the doctor.

She really wants to do that with you.
I truly apologize.
I'm so sorry.

88 1Workplace English

A change of plan I Unit 21

Speaking

0) 6
43-44

CD

You have to telephone an important customer, Ms Sahdi, about some

changes to the schedule for April 7 that you sent her. Use the diary below
to help you. Play Track 43 and speak after the beep. Then listen to
Track 44 to compare your conversation.
Ms Sahdi's schedule, Tuesday- April 7
10.00 am- met by Mr l<.i119 attJ.,e airport; t;hoLN J.,er tJ.,e 11eLN office
11.00 am - meeti119 LNitJ., Mr l<.i119 a11d t;alet; team
1.00 pm- lv11Ch i11 ret;tavra11t
3.00 pm- Vit;itfactory a11d t;ee 11eLN eqvipme11t
7.00 pm- tJ.,eatre a11d di1111er
Ms Sahdi

You need to make some changes to the schedule for tomorrow? No

problem. Tell me.

You

[Apologize because fvlr King is sick. You will pick her up from the
airport.)

Ms Sahdi
You
Ms Sahdi
You

I see.
[Bring forward the visit to the factory to 11 o'clock.)

I see. After that?

[Apologize that you want to cancel lunch in a restaurant. Sandwiches
in the office after the factory visit.)

Ms Sahdi
You
Ms Sahdi
You

That's fine. I don't eat lunch normally. Any other changes?

[fvlove back the meeting with the sales team to 3 o'clock.)

That's a good idea. And in the evening?

{Tell her you are taking her to the theatre and then to dinner.)

Workplace English

22 How was your visit?

Asking about past events

Answering questions about the past

Asking opinions

Conversation

~ 1 Jasmine asks John Carter and Paul Rogers about what they did yesterday.
Read their conversation and watch the video. What didn't Paul see?

tD

~0

Jasmine

... and Diane is just in a short meeting with Mr Harris. She'll be

here in five minutes to go with us to the factory. But how was
your visit to our test facility yesterday?

John

It was very interesting. We saw a lot.

Jasmine

Did you see the new computer centre?

Paul

Yeah, we did. Very impressive! How much did it cost?

Jasmine

Oh, it cost a lot of money! I'm sure Diane knows how much. You
can ask her later. What did you think of the testing equipment for
the pumps?

Paul

I didn't see it, I'm afraid. I stayed in the computer centre. But
John did.

John

I thought it was fantastic. Very important for checking quality.

Jasmine

How long did you stay?

Paul

A couple of hours, I guess.

Workplace English

How was your visit? I Unit 22

John

It was longer than that, Paul! We stayed at least three hours. And
then your Managing Director, Mr Harris, met us and took us to
dinner.

Jasmine

Did you like the restaurant?

Paul

Yeah, it was great.

Jasmine

How about you, John?

John

Yes, I liked it a lot. I can always eat Italian food.

Did you know?

There are small spelling differences between British and American English, for
example centre [UK] and center [US]. Another one is color [US] and colour [UK].

Understanding

2 Watch again and choose the best answer A, 8 or C for each question.

DVD

John and Paul:

A are going to the test facility
B were at the test facility
C are at the test facility
2

Paul:
A tested the pumps
B thought about the testing equipment
C was in the computer centre

The restaurant was liked by:

A both of them
B only Paul
C only John

Key phrases
Asking opinions
How was your visit?
What did you think of ... ?

Did you Like the ... ?

I

Talking about the past

It was ....

I didn't see it.

Did you see ... ? ~ Yes, we did. I We saw ....

How long did you stay?~ We stayed ... .

How much did it cost?~ It cost ... .

~I Liked it a lot I very much.

I thought it was .. ..

Workplace English

91

Practice
3

Comp lete the sentences with the words in the box.

I did

didn 't

emailed

was

was

wasn't

were

_ _ _ _ _ _ speak to Mr Harris yesterday. He was sick .

2 Jasmine _ _ _ _ _ _ him the report Last week.

3 'How Long

the flight yesterday? ' ' It _ _ _ _ _ _ that Long .

About two hours.

4

_ _ _ _ _ _ you see Diane this morning?

'How Long _ _ _ _ _ _ you in the meeting?' 'I think it _ _ _ _ __

about three hours.

Put the words in the sentences into the correct order.

How spend much did money you

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _?
2

night I the equipment checked Last

3 you yesterday presentation email Paul Did the

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _?

4 did have Where Lunch they

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _?

5 Fox did you Chris What show

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _?

5 Complete the sentences using the verb in brackets in the past simple
tense.
Jasmine _ _ _ _ _ _ [meet] the visitors from reception at 9 o clock.

Diane _ _ _ _ _ _ [not go} to the test facility with John and Paul
yesterday.

3 Jasmine _ _ _ _ _ _ [email} the invitation to Mr Cao in March.

4 How Long _ _ _ _ _ {to be} your flight?

5 When _ _ _ _ _ _ you _ _ _ _ _ _ [check] the equipment?

6 _ _ _ _ _ _ {to be} you at the airport on time?

7 Mr Harris _ _ _ _ _ _ [to have] a meeting with Diane at 9 o'clock .

92 1Workplace English

How was your visit? I Unit 22

Language tip
Use the past simple tense to talk about something that happened in the past at a
particular time and is now finished, for example, We stayed at least three hours or
It cost a lot of money

Also, when you want to give your opinion, start your sentence with I think or I
thought [if talking about the past].
See page 150 for more information on the past simple and page 154 for a list of
irregular verbs like cost.

Speaking

DJ 6 It's Friday. Your manager wants to know what you did this week. Answer

45- 46

CD

his questions using the key words below to help you. Play Track 45 and
speak after the beep. Then Listen to Track 46 to compare your
conversation.
Manager

You
Manager

You
Manager

You
Manager

You
Manager

You
Manager

You

And can you tell me about this week? What did you do on Monday?
{check I sales figures)

I see. What about the sales presentation?

{go I sales presentation I Wednesday)

How was it?

{think I excellent)

Very good. And did you visit the customer afterwards?

{visit I customer I Thursday)

That"s fine. Was Paul Rogers there?

{fvfr Rogers I not come I meeting)

That"s too bad .

{What I you I do I this week?)

Workplace English

93

23 What can I do for you?

Asking for help

Offering help

Looking after guests

Conversation

g)1

lVD

94

Paul needs Jasmine to help him. Read their conversation and watch the
video. How many different things does she do for him?
Paul

Jasmine, can you help me?

Jasmine

Yes, of course. What can I do for you?

Paul

I want to print the draft contract from this flash drive.

Jasmine

No problem. Which document is it?

Paul

There! The APU and Lowis Engineering contract document.

Jasmine

ShaUl print one copy or two?

Paul

Er, two please, if that's all right.

Jasmine

Fine. Would you like me to staple them together?

Paul

Yeah. Thanks very much.

Jasmine

There you are. Can I do anything else for you?

Paul

No. That's all thanks.

Jasmine

Well, let me know if you need anything.

Paul

All right. Thanks very much, Jasmine. Almost ready.

Workplace English

What can I do for you? I Unit 23

Jasmine

Ah, good. Thanks. Paul? John's downstairs when you're ready.

Paul

Great. Tell him I'LL be with him in a moment.

Jasmine

Yeah. He 'LL be with him in a moment.

Understanding

a2

Watch again. Are the sentences true (T) or false (F)?

DVD

T/F
T/F
T/F
T/F
T/F

Paul wants Jasmine to print the final contract.

2 The contract is on Jasmine's computer.

3

Paul wants more than one copy of the contract.

4 Paul doesn't need any more help.

5 John is waiting for Paul.

Key phrases
Offering help
What can I do for you?

There I Here you are.

Which document I file I folder is it?

Can I do anything else for you?

Shall/ ... ?

Let me know if you need anything.

Would you like me to .. . ?

Practice
3

Join the two parts of the sentences together.

1 Would you Like

A a car to the airport?

2 Can we do

B he needs anything.

3 Let us know if

C me to call a taxi?

4 Shall I book you

D can I do for you?

5 What

E anything else forMs Sahdi?

Workplace English

195

Put the words in the sentences into the correct order.

we for you arrange Shall a car rental

?
2

Cao like presentation Would else anything for Mr his

I do John Can anything else you, for

?
?
4 can do I for What them

?
5 Jasmine you something know if Let need
6

is Which it file
?

I
i7

:o

5 Jasmine needs some help from Sally at reception. Put the sentences into
the correct order to make a conversation. Then listen to Track 47 to check.

Jasmine

Sally, can you help me with something?

Sally

You're welcome!

Sally

Sure. What can I do for you?

Jasmine

Oh, a BMW I think .

Jasmine

Good idea. Then she can get the keys from you .

Jasmine

Yes. 9 o'clock is fine .

Sally

OK. Well, which type of car does she want?

Jasmine

No, that's all. Thanks a lot.

Sally

All right, a BMW. Would you like me to ask them to

deliver it to the company?

Jasmine

I need to rent a car for Diane, but I haven't done it before .

Sally

OK. Can I do anything else for you?

Sally

No problem. Shall I order one for 9 o'clock?

96 1Workplace English

What can I do for you? I Unit 23

Language tip
Use There I Here you are when you give something to somebody.

Speaking

6 Your manager needs your help with a business trip. Make suggestions.
48-49

CD

Play Track 48 and speak after the beep. Then listen to Track 49 to
compare your conversation.
Manager

You
Manager

You
Manager

You
Manager

You
Manager

You

Can you help me?

{Ask what he wants.)

I need to fly to London on Thursday morning.

{Offer to make a flight reservation for him.)

Oh, thanks very much. And I need a hotel for Thursday and Friday.
{Offer to reserve a room at the Anchor Hotel.)

Yeah, that's a nice hotel.

{Ask if he wants anything else.)

No, that's all at the moment, thanks.

{Tell him to ask if he needs anything else.)

Workplace English I

97

2' Goodbye
Saying goodbye politely

Thanking people

Wishing people a good trip

Conversation

~ 1 Jasmine is saying goodbye to John and Paul. Read their conversation

VD

98

and watch the video. Why does it sometimes take longer to get to the
airport on Friday?
Jasmine

So, your taxi should be here soon.

John

How long is it from here to the airport?

Jasmine

Oh, only half an hour normally. But on Friday there's

sometimes lots of traffic.

Paul

Well, our flight isn't until 7.00, so we have lots of time .

Jasmine

Oh, look, there 's the taxi!

John

Well, goodbye then, Jasmine.

Jasmine

Yes, goodbye. It was nice seeing you again.

Paul

Yeah, and thanks very much for organizing everything for us.

Jasmine

My pleasure. I hope you enjoyed your visit.

John

Definitely. It was great visiting the factory and seeing the

equipment in action.

Jasmine

Good. I'm glad you enjoyed it.

Workplace English

Goodbye

John

All right. We must go then.

Jasmine

Yes, the taxi's waiting.

Paul

So, see you again soon, I hope.

Jasmine

Bye, bye. Take care.

Paul

Thanks, Jasmine. Bye .

Jasmine

Bye. Have a good flight!

I Un it 24

Did you know?

When you say goodbye in English to somebody who is important to you, you very
often repeat yourself several times like in the example above. It is unusual to
simply say Bye and just go. That is seen as unfriendly.

Understanding

a2
DVD

Watch again and choose the best answer A, 8 or C for each question.
John and Paul's flight leaves:

A before 7 o clock in the evening

B at 7 o clock in the evening
C after 7 o clock in the evening
2 John was:

A pleased with his visit

B bored with his visit

C disappointed with his visit

3 Jasmine says that she hopes John and Paul :

A are very careful

B come again soon
C have a comfortable trip

Key phrases
Saying goodbye
Well, goodbye then.

Good. I'm glad you enjoyed it.

Yes, goodbye . It was nice seeing you again.

So, see you again soon, I hope.

Thanks very much for .. . .

Bye, bye. Take care .

I hope you enjoyed your visit.

Bye. Have a good flight!

Workplace English

199

Practice
3

Match the sentence on the left with the response on the right.

1 I hope you enjoyed the presentation.

A I hope so too.

2 Goodbye, take care!

8 My pleasure!

3 So, see you again soon I hope.

C It was great.

4 Thanks very much for looking after us.

D Thanks, bye.

5 Bye. Have a good trip.

E Yeah, you too! Bye .

Put the words in the sentences into the correct order.

Well, Chen goodbye, Mrs then

hope We you your enjoyed stay

3 glad interesting that your We're visit was

4 was again both great seeing It you

5

see hope you again So, soon, we

have flight Goodbye and a home good

5 Write a sentence that goes with the response underneath.

I hope to see you again soon too.

2
Definitely. It was a fantastic presentation.

3
I'm sure we will. Singapore Airlines is very good!

4
Yeah, thanks. Bye, Sally.

5
It was nice meeting you again too.

00 I Workplace English

Goodbye I Unit 24

Language tip
When you are thanking someone, make sure you sound enthusiastic about what you
did with them. You can use these adjectives to say what you think of something:
It was great I fantastic I wonderful I terrific.

Speaking
6
50- 51

CD

You are saying goodbye to two visitors to your company. Play Track 50
and speak after the beep. Use the key words to help you . Then Listen to
Track 51 to compare your conversation.
Visitor 1
You
Visitor 2
You
Visitor 1
You
Visitor 2
You
Visitor 1

Well, we must go. Goodbye then.

{goodbye I nice I meet I again)

Yes, it was. And thanks for making the hotel reservation.

{My pleasure I hope I enjoy I visit)

Oh yes, it was great. I learned a lot.

{I I glad I visit I useful)

Definitely. So, see you again soon, I hope.

{Yes I hope so I too I have I good I flight I goodbye)

Thanks. Bye.

Visitor 2

Bye bye.

You

{goodbye)

Workplace English

1101

Answer key I Audio script

Unit 1

At reception

Follow model in 5 above.

Conversation
John and Paul want to meet Diane
Kennedy.

Speaking

7
Model conversation

See page 6 for video script.

You

Good morning madam, can I

help you?

Guest

Yes, I have an appointment

with Diane Kennedy for
11 o clock.

Understanding

2
False . They work at Australian Power
Utilities.

2 True
3 True
4

False . They w ill only have to wait

a moment.

You

Can I have your name, please?

Guest

Jane Taylor from Taylor and

Curtiss Consultants.

You

Right. Can you complete this

security form, please?

Guest

Can you give me a pen?

Practice

3
Good evening, how can I help you?

You

Here you are.

Can I have your names, please?

Guest

Thanks .

Please could you complete these

forms?

You

Thank you. And could you wear

this visitor badge, please?

Guest

Of course.

You

Please have a seat. Someone

will come down to get you soon.

Guest

Goodl Thanks for your help!

4 Someone will come down to get you.

5 Please have a seat.
4

1
5

2 D

Lowis Engineering -Visitor Form

Surname

Last name

CARTER

First I Gi ven nam e

JoJ,I)

Compan y addre ss

Aus-tralia() Power Utilities- Il)c,

Block 7 Il)dus-trial Park, Cal)berra
carter@ apu.com

Email

DIANE KENNEDY

Visiting
Time in

0'1:30

~ ignature

Joluv Carter

02 Workplace English

Timeout _ __

Units 1-2

Unit 2

Company visitors

Jasmine

This way, please . We

[5] need to take the lift to
the 3rd floor.

Guest

OK.

Conversation
Diane Kennedy asked Jasmine to
meet the guests.

See page 10 for video script.

Speaking

6
Understanding
2
1
2
3
4

Model conversation

No, they don 't.

You

Excuse me, are you

Mr Stenson?

Visitor

Yes, that's right.

You

Hello . I'm Jan Smith.

Mr Brown asked me to meet
you. Welcome to our
company

Visitor

Thank you very much .

You

Come this way, please. We

need take the lift to the
8th floor

Visitor

Of course . This is a great

building.

You

Yes, it's a nice place to work.

Yes, she does.

Yes, they do.
Yes, she does.

Practice

3
1

5 A

2 D
6

4
I'm John Carter I Paul Rogers and
this is my colleague, Paul Rogers I
John Carter.

2 We need to take the lift to the

3rd floor.

Excuse me, are you tvlr Carter?

Come this way, please.

Mr Carter asked me to meet you .

5
Jasmine

[1] Excuse me, [2] are you

tvls Ringwood?

Guest

Yes, that's right .

Jasmine

I' m Jasmine Goodman.

[3] Diane Kennedy asked
me to meet you .

Guest

Oh , hello Jasmine .

Jasmine

[4] Welcome to Lowis

Engineering.

Guest

Thank you!

Workplace English

1103

Answer key I Audio script

Unit 3

What do you do?

Speaking

Conversation
Jasmine has to take the minutes in
meetings.

See page 14 for video script.

Understanding

Model conversation
Visitor

So, what do you do?

You

I'm a sales and marketing

assistant.

Visitor

I see, that's interesting . Are

you very busy?

You

Really busy! The sales team

travels a lot and I make all
the flight and hotel
reservations.

Visitor

And are you responsible for

anything?

You

I deal with inquiries and send

out information about our
products.

Visitor

Do you do anything else?

You

Yes, I also help to organize

the sales conference which
is a big job!

2
True

False. She usually stays in the office.

False. She takes the minutes .

True

Practice
3

1 0
5 B

4
E

5
Suggested answers

1
2

I'm a receptionist

I an

assistant.

I'm responsible for answering the

phone.

I look after guests.

4
5

I deal with inquiries.

I reply to emails.

14 1_Workplace English

.
Unit 4

Units 3-4

Speaking

Making visitors feel

welcome

6
Model conversation

Conversation
Jasmine calls Paul 'Mr Rogers to
be polite.

You

Can I take your coats?

Visitor 1

Thank you.

See pages 18-19 for video script.

Visitor 2

Here you are.

You

Would you like to sit down?

Visitor 1

Thanks.

You

Would you like some coffee

or juice?

Understanding

2
False. They have to wait for her to
finish another meeting .

2
3

True

Visitor 1

I'd like some coffee, please.

False . He wants some orange juice .

You

What about you, Mr Carter?

True

Visitor 2

I'd like some orange juice.

False . They say it's fine and tell

Jasmine not to worry.

You

I'm afraid Ms Kennedy is in

a meeting.

Visitor 1

f\Jo problem.

You

She should be here soon.

Visitor 2

Thanks.

Practice

3
Would you like a cup of tea?

I'd like some coffee, please .

3
4

Would you like to sit down?

5
6

l'msorry you have to wait.

Mr Carter should be here soon.
Would you like milk and sugar?

I'm afraid Mrs White is still in

a meeting.

Here you are.

4
B

5
afraid, in

I take

2
3
4

take

some

should, soon

like, have
Here

I a,

please

Workplace English

1105

Answer key I Audio script

I

Unit 5 Small talk

Speaking

Conversation

5
Model conversation

Diane doesn't arrive for the meeting .

You

How was your flight from

London?

Visitor

Oh, not very good. The

weather in London is
terrible at the moment. It's
nice to see some sunshine
here .

You

Yes, it is. How is the hotel?

Visitor

It's very nice. Thank you for

organizing it.

You

My pleasure. Is this your first

time here?

Visitor

Yes, this is my first time.

What should I do in the
evening?

You

Do you like Spanish food?

See pages 22-23 for video script.

Understanding

2
Frankfurt

2 Jasmine
3 No, they haven't.
4 Tickets for a football match .
5 In a French restaurant.
Practice

3
1

5 G

2
6

7 A

4
1
2

Is this your first time here?

Visitor

Very much I

How's your hotel?

You

How was your flight?

Would you like to try a local

restaurant this evening?

Visitor

Oh, yesl Very much . Thank

you .

You

You 're welcome. How long

are you staying here?

Visitor

Until Friday. Then I fly back

to London.

You

Well, I'll check where my

boss is and tell him you 're
here.

Visitor

Thanks a lot.

4 Do you like the theatre?

5 Would you like to see 'The Lion
King'?

How long are you staying here ?

06 Workplace English

Units 5-6

Unit 6

Introductions

Conversation

[1]

Jasmine

Diane , can I introduce

you to Mr Kline?

[2]

Diane

Nice to meet you,

Mr Kline .

[3]

Mr Kline

Nice to meet you too .

But please call me
Mike .

[4]

Diane

Of course. And I'm

Diane . Would you like
to take a seat?

[5]

Mr Kline

Thank you .

[6]

Diane

And would you like

some coffee?

[7]

Mr Kline

No, thanks .

[8]

Diane

So how was your flight?

[9]

Mr Kline

OK, but it was a bit

late taking off.

Because she has already met them.

See page 26 for video script.

Understanding

2
False . They have never met Diane
before.

2 True
3 True
4

True

Practice

3
1

Nice to meet you, John.

2 This is my colleague, Diane Kennedy.

3

Nice to meet you too .

I see you 've met my manager,

John Carter, already. I I see you've
already met my manager, John
Carter.

5 eaking

6
Model conversation

Pleased to meet you, Ms Goodman .

Please call me Jasmine.

Colleague

So here we arel I'd like to

introduce Lee Toms from
DPU .

4
I'm

You

Nice to meet you, fvtr Toms .

already

Lee

3
4

is, colleague

Nice to meet you too but

please call me Lee .

too

You

like, introduce

And I'm Sue . Please take

a seat.

call

Lee

Thank you .

You

I'm sorry I'm late .

Lee

No problem .

You

Would you like some coffee ?

Lee

No , thanks .

You

How was your journey here?

Lee

It was fine. No problems .

Workplace English

1107

Answer key I Audio script

Unit 7

An inquiry by email

Writing

Email
Jasmine is writing to Anchor Hotels.

Suggested answer
To Whom It May Concern [US English]
Dear Sir or Madam [UK English]

Understanding
I am writing to ask about meeting
facilities in your hotel.

Practice

c
5

2 F
6 D

4
Please include your address and
telephone number. Or Please include
you r telephone number and address.

We would like to invite you to

a presentation.

I wou ld be grateful if you could send

us a brochure.

Please let me know if this time is

possible for you.

I look forward to seeing you

on Tuesday.

I am writing

... is organizing .. .

We would like to .. .

I'm writing ...

... let me ...

I would be grateful ...

Please include a ...

... to hearing from you.

On April 19, Crayton Car Rentals is

organizing its Annual General Meeting
for about 300 guests. Plea se let me
know if your co nference facilities are
available on th is date.
I would be grateful if you could send me
information about room size,
presentation equipment, catering
facilities and costs .
I look forward to hearing from you .
Best regards [US]

Unit 8

faithfully [UK]

A reply to an inquiry

Email
A 25% discount on bookings before
the end of February.

Understanding

2
False . The conference is for May 3.

False . The hotel also supplies a PDF

file with information about the hotel.

True

False. They still have rooms available

for May 3.

5 True

08 Workplace English

I Yours

Units 7-8

Practice

Writing

3
1

discount

Audio script
Hi! This is Fran here. I'm in a meeting this
afternoon. Can you answer the email from
John Carter from Australian Power
Utilities to say that if he wants to organize
a meeting here on March 27th then it's ok?
Send him also the price information for the
meeting room and presentation equipment
and tell him about the 5% discount on
catering if he makes a reservation this
week. He can call me tomorrow morning if
he wants to speak to me. Thanks'

email

3
4
5

price information
contact

available

conference fac ilities

4
If you would like further information,
contact me on 0207 98 5151.

I am pleased to inform you that this

date is available.

Thank you for your phone call this

morn ing.

Please find attached our serv ice

information. I Please find our service
information attached.

With reference to your email of

March 27, ....

Suggested answer
Dear M r Carter
With reference to your email this
morning, we have a meeting room
available on March 27 . Please find
enclosed price info rmat ion for the
meeting room and presentation
equipment.

Dear Ms Goodman
Thank you for your phone call to my
assistant this afternoon. [1]
With reference to the date of your
event, we have rooms available at
that time. [2]
Please find enclosed informat ion
about our conference equipment and
prices . [3]

I am pleased to inform you that we

have a 5% discount for catering if yo u
make a reservation this week . If yo u
wou ld like further information, please
contact Ms Stein tomorrow morning.
We look forward to hearing from you.
Yours sincerely

We are pleased to inform you that we

ha ve a special offer for catering
facilities in May. [4]
If you would like further information,
please let me know. [5 ]
Yours sincerely [6]
Priti Makesch

Workplace English

1109

Answer key I Audio script

Unit 9

A follow-up email

Email
She wants him to arrange three
things .
Understanding

2
1

2 B
3 c
4 A
5 B
Practice

3
1

2 A
3 0
4

1 Are you able to come to the meeting

tomorrow?
2 Would you mind sending a new
contract as soon as possible?
3 Could you send the translation to
Paul Rogers?
4 Would you be able to help me?
5 Can you finish the report by Friday?

10 Workplace English

5
Suggested answers

Could you write the meeting report?

Are you able to go to the meeting on
Friday?
Would you mind making the hotel/flight/
restaurant reservation?
Would you be able to take my calls/my
clients to lunch next week?
Writing

1 help
2 show
3 able I available
4 mind
5 advise I let me know

Units 9-10

Unit 10

A reply to a follow-up
email

Email
He makes six suggestions [including
sending the photos in the post].

Understanding

2
1

Lunch.

2 A personal card.
3 Because the total price has changed.
4

The photos of the conference rooms.

5
1
2
3
4
5
6
7

some
Why
having
she
organ1z1ng
to check
need

Writing

6
Suggested answer
Dear Sally

Practice
3

1 Why don't you arrange a meeting?

2 Would you like me to send an email?

3
4

Have you tried moving offices?

What about changing the time of
the meeting?

Let me know if you need another

date .

Should I change the appointment?

4
Suggested answers
1 What about sending an email with
the main points?

2
3

Here are some ideas for the office

party. Why don 't we use the company
cafeteria? It's very comfortable. What
about starting at 6 pm and finishing
at midnight? We need to work the
next dayl
For music, how about a live band?
Would you like me to contact a friend
of mine in the band, 'The Big Noise'?
Let me know if you need anything
else.
Regards
[your name]

How about writing a brief summary

report now?
If you like, I could help vou with the

figures.

Let me know if you need anv help with

anvthing .

5 Why don't you leave it until you

get back?

Workplace English

1111

Answer key I Audio script

Unit 11

Invitations

Emails

A is formal, B is informal.

Writing

5
Suggested answer

Dear Mr Probst
Understanding

2
2

3
4

True
False. It is for the afternoon and
even1ng .
True
False. She also invites Paul.

Practice

2
3
4

It will be an opportunity for you to

meet our Chairman .
We wou ld like to invite you to a
meeting on Thursda y.
Would you like to come to lunch?
We hope you are able to attend the
conference.
Are you free at 6 o'clock for
a meeting?

1 Would you and Sally like to come to

dinner on Saturday? I Are you and
Sally free for dinner on Saturday?
2 I hope to see you then. I I hope you
can come .
3 Best wishes

112 Workplace English

I am writing on behalf of Ms Timms,

Sales Director for CMCX Ltd . We
wou ld like to invite you to a meeting
on Thursda y April 7 from 10 to 12,
followed by lunch at the Ritz Hotel. It
will be an opportunity for you to meet
Tim King, our Managing Director, and
the sales team.
We hope you are able to attend the
meeting and we look forward to
meeting you on April 7.
Yours sincerely

[your full name]

Units11-12

Unit 12

Replies to invitations

Emails
Mr Cao and Paul accept the
invitation . Ms Schmidt and John
cannot accept it.

Understanding

Due to a business trip Ms Goodman

is unable to attend .

Mr Rogers is pleased to accept your

invitation.

Suggested answers
1 Thank you for the invitation to your

sales conference on September 12.

John

2
3
4

My colleague Jasmine Goodman is

pleased to accept.

We wish you success with your

conference.

Yours sincerely

Mr Cao
Ms Schmidt
Paul

Practice

Writing

Thank you for your invitation to ... [F)

Thanks for the invitation to ... [I)

Suggested answers
Accepting the invitation

XYZ is pleased to accept your

invitation [F)
XYZ is free and is looking forward
to seeing ... . [I)

Dear Ms Jones

I'm afraid I can't come because of .... [I)

Thank you for your invitation to your

company 's 25th anniversary. I am
pleased to accept your invitation and
look forward to seeing you on July 4.

We wish you success with your event. [F)

Yours sincerely

Unfortunately XYZ is unable to

attend ... due to .. . [F)

I hope everything goes well. [I)

4
1 attend
2 success
3

pleased

4 due
5 free
6

Declining (= not accepting) the invitation

Dear Ms Jones
Thank you for your invitation to your
company's 25th anniversary.
Unfortunately, I am unable to attend
due to another appointment.

because of
I wish you success with your event.

5
1 Thank you for the invitation to the

Yours sincerely

meeting on Friday.

We hope everything goes well

on Friday.

Workplace English

1113

Answer key I Audio script

Unit 13

Incoming calls

Speaking

Telephone calls

Model conversation

A Alan wants to speak to the Sales

Customer

Can I speak to Mr Rogers,

please?

You

I'm afraid Mr Rogers is in a

meeting.

Customer

Oh, I see. Well, can I

speak to Pauline Coates
in the Sales Department?

Department.

Diane can 't answer the phone

because she is in a meeting .

Understanding

Practice

3
1

5 D

2 E
A

3 G
7 F

4
1 I'm sorry but Mr Carter's line is busy
at the moment.

My boss will call back later.

I'm afraid he's on a business trip .

Can you call back tomorrow

morning?

I'll put you through to the Sales

Department.

5
Suggested answers

1 Can you call back later?

2 I'm afraid she's in a meeting .
3 Can you put me through to the Sales
Department?

4
5

14

Can you hold, please?

I'm afraid she's still engaged .

Workplace English

You

I'll put you through.

Customer

Thanks.

You

I'm sorry but Ms Coates

line is busy at the moment.

Customer

Oh, I see .

You

Can you hold?

Customer

Hmm, I don't think so .

You

Can you call back later?

Customer

Yes, OK, thank you. Bye.

You

Bye!

Units 13-14

Unit 14

Outgoing calls

Telephone calls

[5]

White

Hello, Jasmine.

[6]

Jasmine

I'm just calling

about the meeting
next Tuesday at
10 o clock . I just
want to check if
the time is OK
for you.

[7]

White

The time is fine.

No problem at all.

[8]

Jasmine

Oh good I Well,
thanks a lot
Mr White and see
you next week.

[9]

White

See you then. Bye.

[1 0]

Jasmine

Bye.

Jasmine only manages to speak to

Andrea Schmidt.

Understanding

2
1
2

No
Jasmine wants to check the time of
the meeting is OK forMs Schmidt.
Mr Johansson is on a business trip.

Practice

5 B

Speaking

4
Can you put me through to James
Harris, please?

6
Model conversation

I'm calling about the conference ne xt

month .

Receptionist

Apelles Hotels how can

I help you?

I just want to check your flight

number.

You

Can you give me Mr Carter's mobile

number?

Hello this is Mary James

from Capital Investments.
Can you put me through
to Cindy Fox?

Receptionist

I'll put you through .. oh,

I'm sorry she's on a
business trip.

You

Oh, can you give me her

mobile number, please?

Receptionist

Yes, of course. It's

0155 289 6645.

5 Could I speak to Kate White, please?

6 Well, thanks very much Anthony.
5
[1]

Jasmine

Could I speak to
Mr White, please?

[2]

Receptionist

I'll put you through.

[3]

White

Anton White.

You

[4]

Jasmine

Hi Mr White, this is
Jasmine Goodman
calling from Lowis
Engineering .

Thats 0755 289 6645. Well,

many thanks. Goodbye.

Receptionist

Goodbye.

Workplace English

1115

116

Answer key I Audio script

Unit 15

When things go wrong

Suggested answers

Tete hone calls

A A wrong food order.

8 A delivery that has not arrived yet.

Understanding

2
1

Can you tell me when the package

will arrive?

2
3

Can you give me a refund?

What's happened to our package?

You sent a wrong delivery.

Could you pick it up?

False. She did order food from

Benji's Catering.

Language tip
73- 30

thirteen - thirty

2
3

True

fourteen - forty

False. She's waiting for a package

she sent to Singapore to be
delivered.

74-40
75-50
76-60
77-70
78-80
79- 90

True

False. The package is still in

Singapore.

True

fifteen - fifty
sixteen - sixty
seventeen -seventy
eighteen - eighty
nineteen - ninety

AHJK

B C 0 E G P T Z [US]
F L tv1 N S X Z [UK]

Practice

IY

2 A

0
QUW

R
Can you tell me when you will pick
up the package?

It's concerning our order for office

equipment.

Something is wrong with the

package you delivered.

It's concerning my package, tracking

number LO 743 KL.

5 What's happened to our delivery?

6

5 eaking

6
Model conversation
Supplier
You

This is Cathy King from Apcos

Ltd. There :S a problem with

You sent the wrong delivery to

our company.

Workplace English

Jackson Office Supplies .

How can I help you?

an order I made last week.

Supplier

I'm sorry to hear that. Can

you give me the order
number?

You

Yes, its JYG 723 I 79 I BP You

sent the wrong ink for
our printers.

Units 15-16

Supplier

Oh, I see .

You

Could you pick it up and

bring the right ink, TP2000?

Jasmine

Jasmine Goodman.

Supplier

No problem .

John

You

Can you tell me when it'll be

delivered?

Good morning, Jasmine.

It's John Carter here.

Jasmine

Hello John, how are you?

Fine thanks. Um ... can I
speak to Diane?

Audio script

Supplier

I think tomorrow should be

possible. Is that OK?

John

You

That's OK. Thanks very

much. Goodbye.

Jasmine

I'm afraid she's away this

week. Would you like me to
take a message? Or do you
want to send her an email?

John

Actually, could you take a

message? I'm driving to the
airport at the moment.

Jasmine

No problem .

John

Can you tell her that I want

to change the date of our
meeting from the 13th to the
30th of this month if that's
OK. And I've also changed
the restaurant for our lunch .
Tell her to meet me at The
Anchor Hotel in Mayfair at 1
o'clock. I think she knows
the place.

Jasmine

So, I'll read the information

back to you : 'John would
like to change the date of
your meeting from the 13th
to the 30th . Please meet
him for lunch at The Anchor
Hotel in Mayfair at 12
o clock.

John

No, 1 o clock, not 12.

Jasmine

Oops, sorry! 1 o clock .. ..

Unit 16

Telephone messages

Telephone calls

Diane is on holiday.
Understanding

He 's flying to London, not Liverpool;

next week, not next month.
2 Tina Jones, not James. Meeting on
the 14th not the 4th.
3 Mark is emailing something to Diane
not sending something in the post.
Practice

3
2

3
4

5
6

Can I leave a message for Mr Carter?

Would you like me to. leave him
a message?
I'll read the message back to you.
Could you take a message for
Jasmine Goodman?
Can I just check the information?
Do you want to leave a message for
Mr Rogers?

Workplace English

117

Answer key I Audio script

Telephone message

John Carter would like to change the

date of your meeting from the 13th to
the 30th . Please meet him for lunch at
The Anchor Hotel in Mayfair at 1 o' clo ck.
Speaking

5
Model conversation

Customer

Can I speak to Mr Rogers,

please?

You

I'm afraid Mr Rogers is in

a meeting.

Customer

Oh, I see . I have some

some information for him.

You

Do you want to leave a

message for Mr Rogers?

Customer

Um ... yes, OK. Can you

tell him that my
conference in June is
cancelled. If he wants to
speak to me about it, he
can call me on my new
mobile. The number is
01521 300 9957 .

You

Can I just check the

information? The conference
in June is cancelled and Mr
Rogers can call you on

01521 300 9957.

Customer That's right. Thanks very
much . Goodbye .
You
Goodbye.

II

Workplace English

Units 16-17

Unit 17

Conference arrangements

Telephone call

5
Audio script

Cindy

The participants will eat lunch in the

hotel restaurant.
Understanding

2
1
2
3

4
5

John

True
True
False. She also wants a flipchart and
four pinboards .
False . She arranges it for 4.30 pm.
True

Cindy
John
Cindy

Practice

1
2
3

projector
provide
mind

4
5

reserve
forget

John
Cindy

John

2
3
4
5

Please could you reserve some

tables for us?
I'd like to reserve some tickets.
Would you mind repeating that back
to me, please?
Does the room have an Internet
connection?
Can you organize a m~eting for
next week?

Cindy

John
Cindy
John

Cindy
John

Cindy
John

Apelles Hotel Reservation

Department, Cindy Fox
speaking . How can I help
you?
Good morning . My name 's
John Pitt. I'd like to reserve
a room for a meeting from 2
o clock until 7 o clock for
October 19th.
Are you a customer of ours
already Mr Pitt?
Yes. It's Topaz Lighting .
All right. How many
participants will there be?
15.
OK, let me check. Yes, that's
fine, Mr Pitt. The Napoleon
Suite is available.
Excellent, that's fine. Now,
does the room include a
multimedia projector?
Yes, and Internet access. Is
there anything else you
need?
Could you provide a flipchart
and DVD player?
Yes.
Good. Now, can you arrange
a coffee break for 4.30,
please?
OK. What about water and
juice during the meeting?
Oh, good idea! Next, dinner:
Would you reserve tables in
the hotel restaurant for
7 o'clock?
Certainly, Mr Pitt.
Good . Now, would you mind
repeating that back to me?
Workplace English

1119

Answer key I Audio script

Cindy

John

Of course . October 19th, the

Napoleon Suite from 2 until 7
for 15 people. Dinner at
seven and a coffee break at
4.3 0 plus water and juice in
the meeting room . And you
need a multimedia projector,
flip chart and DVD player.

You

For 74 participants.

Cindy

Yes, that's fine . The

Napoleon Suite is available.

You

Does the room have an

Internet connection?

Cindy

Yes, it does . Is there

anything else you need?

That's correct.

You

Could you provide a

multimedia projector and flip
chart?

Cindy

No problem . What about

refreshments?

You

Can you set up coffee and

sandwiches for 72 o'clock,
please ?

Cindy

Fine. I'l l confirm this is in

an email.

You

Thanks very much. Bye.

Customer name: John Piit

Company: Topaz Li9htin9
Date: October 1'1
Time:

2.-7 pm

Meeting room: Napoleon Suite

Participant numbers: 15
Equipment required: Multimedia
projectofj flip chart; DVD player
Refreshments: Coffee break+
dinner in hotel re~taurani; LNater
and juice for the meetin9
Time required: 4.30 coffee, 7.00 dinner
Speaking

6
Model conversation
Cindy

Apelles Hotel Reservation

Department, Cindy Fox
speaking . How can I help
you?

You

Hello, this is Jasmine

Goodman. I'd like to reserve a
meeting room for July 30th
from 70 o "clock until
3 o'clock.

Cindy

All, right. For how many

participants?

Workplace English

Units 17-18

Unit 18

Travel plans

[5]

Jasmine

Mmm, well, would

Tuesday morning be
convenient for you?

[6]

Eva

Well after 10 .00

perhaps.

[7]

Jasmine

Great I How about

11 o clock? Does that
work for you?

[8]

Eva

Sure . That would be

fine.

Telephone call
Diane will meet Mr Wasilewski on
Wednesday afternoon.

Understanding

Practice

Speaking

6
Model conversation

4
Does 10 .30 work for you?

Would lunchtime be convenient for

you Ms Kennedy?

Would it be possible for me to see

him tomorrow?

Is John available on Monday morning?

Could you meet Jasmine at quarter

to four?

Customer

So you are flying to Madrid

next week? Hmm, when
can we meet?

You

Would it be possible for me

to see you on Tuesday?

Customer

Tuesday? No sorry, I'm

away on a business trip .

You

Are you available on

Wednesday morning?

5
[1]

Jasmine

... Diane will be flying

to Warsaw on Monday.
Do you have time on
Monday?

Customer

I'm afraid Wednesday

morning is no good. I have
to go to the doctor.

You

[2]

Eva

On Monday? Hmm,
that's difficult

Could you meet on

Wednesday afternoon?

Customer

Um ... yes ... I think so .

You

Would 3 o'clock be
convenient for you?

Customer

Is a little later possible?

You

I could meet at 4 o'clock at

the latest because I have to
leave by 6.00.

Customer

Yes, that's fine . I'll see you

then I

[3]

[4]

Jasmine

Eva

Well are you available

on Monday evening?
Ms Kennedy would
like to take you to
dinner.
That's very kind, but I
have another
appointment in the
evening .

Workplace English

11.21

Answer key I Audio script

Unit 19

for
My
8 this
9 is
10 at
6

Welcome back

Conversation

Paul bought Jasmine a present

because she organized their visit to
Lowis Engineering and booked them
a hotel.

Speaking
See pages 78-79 for video script.
Understanding

False . She comes down to meet

them in reception.
2 True
3 False . Jasmine makes the hotel
reservation for them.
4 True
5 True
Practice

3
4
5

That's really kind of you.

Nice to see you again too, Diane.
How are you. Tony?
Here's a small present from all of us.
Fine, thanks. And how about you?

5
2
3

4
5

to
too
are
thanks
well

~2 ~ Workplace English

Colin

Hello I Good to see you again I

You

Nice to see you again, too,

Colin.

Colin

How are you?

You

Fine thanks, and you?

Colin

Very well. And thank you so

much for arranging my hotel
room .

You

You're welcome!

Colin

And here is a small thank you

present for all your hard work.

You

Oh, that's really kind of you!

Colin

My pleasure!

4 A

1
2

6
Model conversation

Units 19-20

Unit 20

Plans

Conversation
John has already met Jim Gibson
before .

See pages 82-83 for video script.

Suggested answers
First of all, on Monday I'm flying to the
US to visit our New York office .
After I After that, on Tuesday I'm
meeting with the Sales Manager.
And then on Tuesday afternoon I'm
having a tour of the warehouse.

Understanding

2
Today
11 .00 am- arrive Lo~is- En9ineerin9
1.00 pm- tour factory ~itJ., Diane and

CJ.,ris- Fox

Next, on Wednesday I'm having lunch

with the Managing Director to discuss
the bus iness plan .
Finally, on Friday I'm doing some
sightseeing and getting a flight ba ck to
London at 10 pm .

3.00 pm- meet en9ineers6.00 pm- dinner ~itJ., Diane and Mr

Harris-

Speaking

6
Model conversation

Tomorrow
9.30 am- vis-ittes-tfacility. Meet Jim

Gibs-on
4.00 pm- taxi from Lo~iS" En9ineerin9
to airport
7.00 pm- fli9J.,tto Sydney

Manager

Ah, there you are. Can you

tell me about my schedule
for tomorrow with Ms Sahdi?

You

First of all, at 10 o'clock,

you're picking up Ms Sahdi
at the airport and showing
her the new office.

Practice
3

first

next

after

then

while

finally

4
1 Today I'm planning to listen to my
English CO while driving to work .

First of all, we 're having a meeting .

After that I'm having lunch with

Jasmine.

Then I'm writing a report for

my boss.

Finally, this evening I'm going to

a movie .

Manager

I see. What next?

You

Next, at 11.00, you're having

a meeting with Ms Sahdi and
the sales team .

Manager

Very well. And then?

You

And then you 're taking

Ms Sahdi to lunch at 1.00.

Manager

I see. After that?

You

After that you 're visiting the

factory at 3.00 to see the
new equipment.

Manager

Good! Anything else?

You

Finally, at 7 o 'clock, you're

going to the theatre and then
having dinner.

Workplace English

1123

Answer key I Audio script

Unit 21

A change of plan

Conversation

Di ane can't come in today because

he r da ughter is sick.

2
3

4
5

See pages 86-87 for vid eo script.

afraid [sorry is a lso possible]

sorry
truly
need
up
back

Understanding
Speaking

6
Model conversation

Today

11.00
1.00
3.00
6.00

am
pm
pm
pm

-a rrive Lowis- E"9i"ee ri"9

- tov r tes-t fac ility
- meet Jim Gibs-o fl
- di" "er witt, Mr Ha rri s-

Ms Sahdi

You need to make some

changes to the schedule
for tomorrow? No problem.
Tell me .

Tomorrow

You

9.30 am- vis- itfacto ry witJ., Diaf)e af)d

CJ.,ri s- Fox
4.00 pm- ta xi fr om Lowis- E"9i"ee rifl 9
to a ir po rt
7.00 pm- ffi9J.,tto Syd"ey

I'm so sorry but Mr King is

sick, so I'm picking you up at
the airport.

Ms Sahd i I see .

Practice

You

And I'm bringing forward the

visit to the factory to
77 o'clock.

Ms Sahdi

I see . After that?

You

I truly apologize but I want to

cancel the lunch in the
restaurant at 7 o'clock and
have sandwiches in the
office instead.

3
4
5

The salesteam want to bring forwa rd

the telephone conference.
I truly apologize for the problems
with the hotel.
I'm afraid there is a change to the
timetable this afternoon.
He sent his apologies for the delay.
I'm so sorry we put back the
presentation to tomorrow.

Workplace English

Ms Sahd i That's fine. I don't eat

lunch normally. Any other
changes?
You

I'm moving back the

meeting with the sales team
to 3 o'clock.

Ms Sahdi

That's a good idea. And in

the evening?

You

I'm taking you to the theatre

and then to dinner

Units 21-22

Unit 22

How was your visit?

Speaking

Conversation
Paul didn't see the testing
equipment.

Model conversation
Manager

And can you tell me about

this week. What did you do
on Monday?

You

I checked the sales figures.

Manager

I see. What about the sales

presentation?

You

I went to the sales

presentation on Wednesday

Manager

How was it?

See pages 90-91 for video script.

Understanding

2
B

Practice

3
I didn't speak to Mr Harris yesterday.
He was sick.

You
Manager
You

I visited the customer

on Thursday

Manager

That's fine. Was Paul

Rogers there?

You

Mr Rogers didn 't come to

the meeting.

Manager

That's too bad .

You

Af!d what did you do this

week?

2 Jasmine emailed him the report last

week.

'How long was the flight?' 'It wasn't

that long. About two hours.

4
5

Did you see Diane this morning?

'How long were you in the meeting?'
' I think it was about three hours.

4
How much money did you spend?

2
3

4
5

I checked the equipment last night.

I thought it was excellent.

Very good. And did you visit

the customer afterwards?

Did you email Paul the presentation

yesterday?
Where did they have lunch?
What did Chris Fox show you?

5
met

2
3
4
5
6
7

did not

I didn't

go

emailed
was
did, check
Were
had

Workplace English

1125

Answer key I Audio script

Unit 23

What can I do for you?

Conversation

She does two things for him: prints

the draft contract and staples the
papers together.

[5]

Jasmine

Oh, a BMW I think.

[6]

Sally

No problem . Shall I
order one for 9
o'clock?

[7]

Yes. 9 o'clock is fine .

[8]

Jasmine
Sally

[9]

Jasmine

Good idea. Then she

can get the keys
from you.

[1 0]

Sally

OK. Can I do anything

else for you?

[11]

Jasmine

No, that's all.

Thanks a lot.

[12]

Sally

You're welcome!

See pages 94-95 for vid eo sc ript.

Understanding

2
2

3
4

True
False. It is on Paul's flash drive.
True
True
True

Practice

Al l right, a BMW.
Would you like me to
ask them to deliver
it to the company?

C
4
1
2

3
4
5
6

Shall we arrange a rental car for you?

Would Mr Cao like anything else for
his presentation?
Can I do anything else fo r you, John?
What can I do for them?
Let Jasmine know if you need
someth ing.
Which file is it?

Speaking

6
Model conversation

Manager

Can you help me?

You

What can I do for you?

Manager

I need to fly to London on

Thursday morning .

You

Would you like me to book

you a flight?

Manager

Oh, thanks very much . And

I need a hotel for Thursday
and Friday.

5
[ 1]

Jasmine

Sally, can you help

me with something?

You

Shall/ reserve a room at the

Anchor Hotel?

[2]

Sally

Sure. What can I do

for you?

Manager

Yeah, that's a nice hotel.

[3]

Jasmine

I need to rent a car

for Diane, but I
haven't done it
before.

You

Can I do anything else

for you?

Manager

No, that's all at the

moment, thanks .

You

Well, let me know if you

need anything else.

[4]

Sally

OK. Well. which type

of car does she want?

:6 Workplace English

Units 23-24

Unit 24

S eaking

Goodbye

Conversation

Model conversation

There is more traffic on the roads on

Fridays.

See pages 98-99 for video script.

Understanding

Visitor

You

Goodbye, it was nice

meeting you agatn.

Visitor 2

Yes, it was. And thanks for

making the hotel
reservation .

You

My pleasure. I hope you

enjoyed your visit.

Practice

Visitor

Well, goodbye then, Mrs Chen.

2 We hope you enjoyed your stay.

3 We're glad that your visit was
interesting.

4
5
6

Well, we must go.

Goodbye then .

Oh yes, it was great.

I learned a lot.

You

I'm glad you found your

visit useful.

Visitor 2

Definitely. So see you

again soon, I hope.

You

Yes, I hope so too. Have a

good flight. Goodbye.

It was great seeing you both again.

Thanks . Bye.

So, see you again soon, we hope.

Visitor

Goodbye and have a good flight

home I

Visitor 2

Bye bye.

You

Bye.

5
See you again soon, I hope .

2
3
4
5

I hope you enjoyed the presentation .

Have a good flightl
Bye, take carel
It was nice meeting you aga1n.

Workplace English

1127

Key phrases for speaking

Dealing with visitors at reception

Good morning I afternoon I evening.
How can I help you ?
Can I have your names, please ?
I'll call Mr I Mrs I Ms ....
Can you complete this form, please?
Could you wear this badge, please?
Please take a seat.
Someone will come down to get you .

Meeting company guests

Excuse me, are you ... ?
I'm ...
This is m y colleague, ....
... asked me to meet you .
Welcome to .. . .
We need to take the lift I stairs to the 2nd floor.
Come this wa y, please.
After you .

Asking about and describing responsibilities

What do you do ?
Is he I she busy? I Are you busy?
Do you travel with him I her?
I' m a team assistant I PA I receptionist.
I work ....
I make sure that ....
I book [hotels I tickets I flights].
I answer the phone.
I reply to emails .
I'm responsible for ... .
I deal with ...

Polite offers and apologies

Can I ta ke your coats?
Would you like to sit down I have a seat ?
Would you like some I a cup of coffee?
Would you like milk and sugar?
What about you .. . ?
Here you are.
I' m sorry you have to wait, but .. . should be here soon .
l' m afraid that ... is [still] in a meeting.

81Workplace English

Making small talk

How was your flight I trip I journey?

How is the hotel?
Is this your first time here?
How long are you staying in ?
What should we do ... ?
Do you like [the city]?
Would you like to [sit down]?
Introducing other people

I'd like to introduce ... from ...?

Nice to meet you.
Nice to meet you, too.
Please, call me
This is my colleague, .
Pleased to meet you.
Pleased to meet you, too .
I see you've met ... already.
Dealing with incoming phone calls

Please hold .
I'll put you through to
I'm sorry but her line's busy at the moment.
Can you hold?
I'm afraid the line's still engaged [UK]. I She's I He 's still on the line [US].
Can you call back later?
I'm afraid she's not available at the moment.
I'll call back at ... .
[Maybe] speak to you later.
Making phone calls

Th is is ... calling from ....

Could I speak to ... , please?
Can you put me through to ... , please?
Hello, I'd like to speak to .. . , please.
Can you give me his extension number, please?
I'm calling about.
I just want to check.
Describing problems and asking for information

There's a problem with ....

It"s concerning .. . .
You sent the wrong I a faulty delivery I order.
Something's gone wrong with ... .
Workplace English

129

Key phrases for speaking

Could you collect it I pick it up?

Can you give us a refund?
What's happened to ... ?
Can you tell me when it"ll be delivered?
Taking and leaving a phone message

Can I take a message?

Do you want to leave a message for her?
Could you take a message?
Can I just check that?
Let me repeat that: ...
I'll read that back to you: ...
Making a reservation for a meeting room

I'd like to book a room for a ...

Does the room have a ...?
Could you provide a .. . and .. .?
Can you organize I set up a [coffee break] for ... ?
Please could you reserve I book tables in the hotel restaurant?
Would you mind repeating that back to me?
Don't forget the .. . .
Asking for an appointment

Would it be possible for her to see you then I on [Monday] I at [2 o'clock]?

Do you have time on [Friday]?
Would [Monday] be convenient for you?
Are you I Is she available on [Thursday]?
Could you meet [Diane] at [4.30]?
Does that work for you?
Greeting people you know, giving and receiving a gift

Good to see you again .

Nice to see you again, too!
How are you?
Fine thanks. And you? I How about you?
Very well. thanks.
This is a small present from ..
Thank you very much I That's really kind of you.
Outlining a schedule

First of all, ....

After I After that, ...
An l then
Next .. . .
While .
Finally, ... .

J I Workplace English

Apologizing
I'm afraid there's a problem.
I truly apologize but .. .
She sends her apologies for ..
I'd love to ... but ...
I'm so sorry. I I'm so sorry for

[the mix-up /the inconvenience].

Changing arrangements
We need to adjust the schedule I change the plan .
I want to bring forward [UK] I move up [US]
I want to move I put back ....

Asking opinions
How was yo ur visit?
What did you think of .. . ?
Did you like the ... ?

Talking about the past

It was
Did you see ... ?~ Yes, we did . I We saw ....
How much did it cost?~ It cost ... .
I thought it was .... I I didn't see it.
How lo ng did you stay?~ We stayed
I liked it.

Offering help
What can I do for yo u?
Which document I file I folder is it?
Shall I .. . ?
Would yo u like me to ... ?
There I Here yo u are.
Can I do anything else for yo u ?
Let me know if you need anything.

Saying goodbye
Well, goodbye then,
Yes, goodbye. It was ni ce seeing you again .
Thanks very much for ... .
I hope you enjoyed your visit .
Good . I' m glad it was useful.
So, see yo u again soon, I hope .
Bye, bye . Take care.
Bye . Ha ve a good flightl

Workplace English

1131

Key phrases for writing

Asking for information

Dear Sir or Madam

I am writing to as k about ....
We wo uld like to ....
Please let me know if ....
I would be grateful if yo u could ... .
Please include .
I look forward to hearing from you.
Yours faithfully
Giving information

Dea r Mr/Mrs /Ms ...

Thank yo u for yo ur email of .... I With referen ce to yo ur request .. . ,
please find attached ....
I am pleased to inform you ....
If yo u would like further information ... , please contact me on ....
Yours sincerely
Asking for help

Dear ...
Can you help me?
Would you mind ...?
Would you be able to

Could you arrange ... ? Are you able to . .?

Mar::1 y thanks for your help.
Best wishes

1. Workplace English

Dear Sir or Madam

What

How about +ing ...?

Why don 't I .. . ?

Why don't you ... ?
Have you tried ... ?

If you like, we could ....

Would you like me to

Should I .. .?
Let me know if you need anything else.
Kind regards

Workplace English

1133
.I

Key phrases for writing

Invitations
Formal

Dear ...
I am writing on behalf of .... We would like to invite you to
It will be an opportunity for you ... .
Please find attached [directions to our office].
We hope you are able to attend and we look forward to meeting you
on ....
Yours sincerely

Informal

Dear ...
... asked me to write to you. On [month I day] we are organizing ... .
Are you free on this date, and would you like to come?
The agenda for th e day and the location details are attached . I hope
to see you on May 3.
Best wishes

I Workplace English

Replying to invitations
Formal

Dear ...
Thank you for your invitation to ... on [month
accept your invitation and will attend.

I day].

... is pleased to

Yours sincerely

Dear ...
With reference to your email of [month
unable to attend due to ....

I day],

unfortunately ... is

We wish you success for your event.

Best regards

Informal

Hi Jasmine
Thanks for the invitation to the event on [month I day]. I'm afraid I
can't come because .. .. But ... is free and he's looking forward to
seeing you again . I hope everything goes well.
Regards

Workplace English

1135
I

How to address an envelope

The standard way to address an envelope in the UK is:

D
Mr I Mrs

Ms A Brown

Lowis Engineering PLC

Lowis House
21 Wardour Street
London
W1 OTH
United Kingdom

name of recipient
name of recipient's company or organization
name of building - where applicable
building number and street name
city or town
postcode
country

The standard way to address an envelope in the US is:

D
Jonathan Brown
Lowis Engineering
10 East 53rd Street
New York NY 10022

name of recipient
name of recipient's company or organization
building number and street name
city, state, zip code

But other countries do it differently. In Japan, for example, the name of the
recipient is put at the bottom of the address. In France, the whole address
should be in CAPITAL LETTERS, except the name of the recipient. Use the
Internet to check how to write different international addresses.

I Workplace English

Email signatures I Out-of-office messages

Email signatures
Some companies have standard email signatures . This is Jasmine's:

Jasmine Goodman Personal Assistant to Diane Kennedy

Lowis Engineering PLC, 21 Wardour St, London W1 OTH
Tel. no . +44 [0]20 8307 4001 Fax no. +44 [0]20 8307 4001

Out-of-office messages

I am currently out of the office 11-14 July. I will have no access to

emails during this time. Your email will not be read or forwarded . For
any urgent queries, please contact abc@ xyz.com

Jasmine Goodman Personal Assistant to Diane Kennedy

Lowis Engineering PLC, 21 Wardour St, London W1 OTH
Tel. no. +44 [0]20 8307 4001 Fa x no . +44 [0]20 8307 4001

Workplace English

Lowis Engineering
Schedule:
John Carter and Paul Rogers, Australian Power Utilities

Tuesday 15th November

1.30-3.30

Tour of factory
with Chris Fox [Factory Manager] and Diane Kennedy

3.30-5 .00

Discussion of ideas for new equipment

with Diane Kennedy and the team of engineers

6.30 onwards

Dinner
with Mr Harris [Managing Director] and Diane Kennedy

Wednesday 16th November

9.30

Pick-up from hotel to go to test facility

10.00-3.00

Test facility tour

with Diane Kennedy and Jasmine Goodman

with Jim Gibson [Test Manager]

4.00
7.00

BI Workplace English

Pick-up from office to airport

Flight departs to Australia

Minutes of the meeting

Date: June 27 , 20 11 .
Time : 3.30-5 .30
Place : Boardroom 3
Meeting objective: Diane Kennedy's visit to APU August 7-11
Present : Lowis Engineering : Dianne Kennedy [OK], Jasmine Goodman [JG],
Australian Power Utilities: John Carter [JC], Paul Rogers [PRJ
Apologies: Lowis Engineering : Jennifer Williams [JW]
Points discussed
1.

Trip schedule

OK to meet the APU Managing Director in Perth.

PR to confirm the trip to the APU Head Office in Sydney.
PR to send a schedule for the trip by August 1.
2.

Tra vel arrangements

PR to arrangeaccommodation for OK.

JG to be responsible for travel arrangements.
3.

AOB

JC to send the marketing plan by July 10 .

OK to send feedback on the marketing plan by July 30.

Did you know?

In minutes we usually use the form

Xto do something.

Workplace English

I:39

Key wor~:-

.-

--- -

Companies

Your translation
boss
-branch
colle ~
~partment _

-----~--

division
----employee
employer
_h! a_9_quarters
job___ - --to manage

-- -

--

f.----

- -

---

-----

- ---------- -

Computers

Your translation

bug
computer
crash
document
drop-down menu
error
file
keyboard
LAN

Laptop
monitor
mouse
patch
password
printer
printer cartridge
program
pop-up
software
tablet
virus
Wi-Fi
to <delete
to Log off
to Log on
to save

0 I Workplace English

---

--

----

--

Deliveries

Your translation
address
lorry [UK]

I truck

[US]

package
parcel
registered post
special deliv_ery
tracking number
truck [US]

lorry [UK]

to delay
to deliver
to order
to post
to send

Departments

Your translation
Accounting
Customer Services
Distribution
Human Resources
Information Technolo~y [IT]
Logistics
Marketing
Payr~ll

Production
Research and oevelopm.ent
Sales
Security
Transport
Warehousing

Workplace English

1141

Key words

Events and meetings

Your translation
-

catering

change
conference room
-

equipment
event
facilities
~

flipchart
invitation
meeting room

pa rtici pant

--

presentation
projector
-

to arrange
to attend
to book
to bring forward
to cancel
to invite
to organize
to put I move back
to reserve

:I Workplace English

Industry

--

--

Your translation

advertising
automotive

I car

aviation

------- -

--

banking
catering
construction
consumer electronics
energy
fashion
food and drink
healthcare

insurance
logistics
telecommunications

--

I
I

tourism
pharmaceuticals
public relations
publishing
retail

waste disposal I management

water

I
I

Workplace English

1143

II

Key words

In the office

Your translation
chair
computer
cubicle

I work station

desk
fax machine
hole punch [UK]

hole puncher [US]

paper
paper clip
pen
pencil
photocopy [UK]

I Xerox

[US]

print out
stapler
stationery
telephone
Xerox [US]

photocopy [UK]

to fax
to photocopy [UK]

I to Xerox [US]

to print something out

to staple
to Xerox [US]

I to

photocopy [UK]

\I Workplace English

Office job titles

Your translation
chairman I chairwoman
chief executive officer
chief financial officer

clerk
consultant
engineer
Lawyer
manager
managing director
personal assistant
receptionist
salesman I saleswoman I salesperson
secretary
Projects

Your translation
budget
client
cost
deadline
delivery
goal
plan
---~

phase
project
project manager I member I team
quality
--resources
schedule
status

r------

-+---- - - -

time
Workplace English

1145
I

i I

Key words

Reception

Your translation
appointment
badge
-

- - - - ----

desk

----

elevator (US)

----

lift (UK)

entrance
foyer

- - - --

guest

lift (UK)

--

I elevator (US)

-- ---

seat
security

- - - -- -

------

visitor

Refreshments

Your translation
biscuit (UK)

I cookie

(US)

coffee
cup
glass
juice
milk
mineral water
sandwich
sugar
tea

; I Workplace Engli-sh-

-- --

--

Telephone

Your translation
busy [line)

cell [US)

mobile [UK) phone

engaged [line) [UK)

-

--

---

extension
line
mobile [UK! phone

I cell [US)

to call
to call back
to connect someone to someone
to hold [the line)
to put someone through to someone
to ring

Travel

Your translation

--

flight

-- -

--

hire car I car rental

--

journey
plane

--

subway [US)

---

--

----

--

----

underground [UK)

--

--

---

--

taxi

-----

tour
-

-----

----- -

traffic

------

- ----

train

--trip
underground [UK)

--

I subway [US)

Workplace English

1147

Present simple
Positive forms :

I work on the reception desk.

She enjoys her job very much.
Our employees Love helping visitors.

Negative forms :

I don't [do not] work for Lowis Engineering .

This visitor doesn't [does not] have a security card.
We don't allow pets in the company.
Does she work for Lowis Engineering?

Questions :

Where do you come from?

Long answers:

Yes. she does work for Lowis Engineering .

No. she doesn't work for Lowis Engineering.

Short answers :

Yes, I do .
No, I don't.
Yes, she does.
No, she doesn't.

This tense is used to express facts:

Jasmine works at Lowis Engineering in London but she Lives in Wimbledon.

The office is on the corner of Wardour Street and Oxford Street.

Diane works in London but she comes from Ireland .

and for actions that are regular activities or routines:

I check my emails every day.

The postman brings the post before lunch .

It is also used in with timetables and schedules:

The canteen opens at 12 o'clock .

The company closes at midnight.

It is also used in clauses with if, when, until, as soon as and after:

She'll give you her address when she telephones.

I'll help yo u after I finish this report.

We 'l l start the meeting as soon as the boss arrives .

Let's wait

until Paul gets here.

Words that often take the present simple are: often, seldom, usually, never, always,

normally, rarely:

It often rains a lot in April.

We never close .
Workplace English

Present continuous
Positive form:

I'm [I am] waiting for my taxi .

We're [We are] staying in the Anchor Hotel.
They"re [They are] having a meeting.

Negative form:

No, I'm not staying in the country.

She isn't [She is not] waiting for Diane.

Questions:

Are you staying at the Anchor Hotel?

Is Mr Jones waiting to see me?

When are they leaving?

Long answers:

Yes. I'm staying at the Anchor.

No, I'm not staying in London.

Short answers:

Yes, I am .
Yes, she is.
Yes, they are.
No, I'm not.
No, she isn't.
No, they aren't.

This tense is used to describe an action that is happening NOW:

Would you like an umbrella because it's raining [now]?

Or an action that has started but is not finished:

I'm waiting to see him .

It is also used for temporary actions or situations:

She's staying at the Anchor Hotel in London for three nights.

It can also have a future meaning and is used to talk about future activities that
have been arranged or planned:

I'm staying in the hotel next week too.

Words that often take the present continuous are: now, at the moment, presently.
Watch out- we don't usually use these verbs in the continuous form:

remember, understand, want, like, belong, suppose, need, seem, prefer,

believe, know, think[= believe!. hear, smell, have[= possess]

Workplace English

1149

)ast simple

)ositive form:

He arrived yesterday.
I confirmed my meeting last week.
We visited the company last month.
She knew there was a delay.
We ate in the restaurant last night.

~egative

form:

He didn't [did not] telephone yesterday.

You didn't tell me that I would have to pay.
They didn't enjoy their visit.
I didn't expect to have to wait so long at reception .

luestions:

Did Mr Lawson arrive yesterday?

Did you enjoy your visit?
Did the suppliers receive their money?
What did you buy in London?

_ong answers:

Yes, he arrived yesterday.

No, he didn't arrive yesterday.
Yes, we spoke to the manager about your problem.
No, we didn't speak to the manager about your problem.

;hort answers :

Yes, we did.
No, we didn't.
Yes, I did.
No, I didn't.

"his tense is used for finished actions in the past:

I visited your company last week .
nd for longer situations in the past:
I worked at Siemens for 20 years.
'lords that often take the past simple are: yesterday, an hour ago, Last year, in 2009,
:~st week, a year ago.

Workplace English

Going to future
Positive form:

I'm [I am] going to send an email tomorrow.

They're [They are] going to complain about the meeting .
He's [He is] going to book three conference rooms.
We're going to write to the manager.

Negative form:

I'm not [I am not] going to telephone tomorrow.

We aren't [We are not] going to eat in the restaurant tonight.
She isn't going to go to Australia.

Questions:

Are you going to telephone tomorrow?

Is he going to tell the boss?

Who's going to tell the boss?

Long answers:

Yes, I'm going to telephone tomorrow.

No, I'm not going to telephone tomorrow.
Yes, they're going to email the manager.
No, they aren't going to email the manager.

Short answers:

Yes, I am.
No, I'm not.
Yes, he is.
No, he isn't.
Yes, they are.
No, they aren't.

This tense is used to say something has been planned or decided and will definitely
happen:

We're going to move offices ne xt year.

When are you going to get a company car?

When I get home, I'm going to write a report about the conference.

Workplace English

1151

Present simple
Positive forms:

I work on the reception desk.

She enjoys her job very much.
Our employees Love helping visitors.

Negative forms :

I don't [do not] work for Lowis Engineering .

This visitor doesn't [does not] have a security card.
We don't allow pets in the company.

Questions:

Does she work for Lowis Engineering?

Where do you come from?

Long answers:

Yes, she does work for Lowis Engineering .

No, she doesn't work for Lowis Engineering .

Short answers:

Yes, I do.
No, I don't.
Yes, she does .
No, she doesn't.

This tense is used to express facts:

Jasmine works at Lowis Engineering in London but she Lives in Wimbledon.

The office is on the corner of Wardour Street and Oxford Street.

Diane works in London but she comes from Ireland.

and for actions that are regular activities or routines:

I check my emails every day.

The postman brings the post before lunch.

It is also used in with timetables and schedules:

The canteen opens at 12 o'clock.

The company closes at midnight .

It is also used in clauses with if, when, until, as soon as and after:

She'll give you her address when she telephones .

I'll help you after I finish this report.

We'll start the meeting as soon as the boss arrives.

Let's wait until Paul gets here.

Words,. that often take the present simple are: often, seldom, usually, never, always,

normally, rarely:

It often rains a lot in April.

We never close.

1481Workplace English

Present continuous
Positive form:

I'm [I am] waiting for my taxi.

We're [We are] staying in the Anchor Hotel.
They're [They are] having a meeting .

Negative form:

No, I'm not staying in the country.

She isn't [She is not] waiting for Diane.

Questions:

Are you staying at the Anchor Hotel?

Is Mr Jones waiting to see me?

When are they Leaving?
Long answers:

Yes . I'm staying at the Anchor.

No, I'm not staying in London .

Short answers:

Yes, I am.
Yes, she is.
Yes , they are .
No, I'm not.
No, she isn't.
No, they aren't.

This tense is used to describe an action that is happening NOW:

Would you like an umbrella because it's raining [now)?

Or an action that has started but is not finished:

I'm waiting to see him.

It is also used for temporary actions or situations:

She's staying at the Anchor Hotel in London for three nights.

It can also have a future meaning and is used to talk about future activities that
have been arranged or planned:

I'm staying in the hotel next week too.

Words that often take the present continuous are: now, at the moment, presently.
Watch out- we don't usually use these verbs in the continuous form:

remember, understand, want, like, belong, suppose, need, seem, prefer,

believe, know, think(= believe!. hear, smell, have(= possess]

Workplace English

1149

Past simple
Positive form:

He arrived yesterday.
I confirmed my meeting last week .
We visited the company last month .
She knew there was a delay.
We ate in the restaurant last night.

Negative form:

He didn't [did not] telephone yesterday.

You didn't tell me that I would have to pay.
They didn't enjoy their visit.

I didn't expect to have to wait so long at reception.

Questions:

Did Mr Lawson arrive yesterday?

Did you enjoy your visit?
Did the suppliers receive their money?
What did you buy in London?

Long answers:

Yes, he arrived yesterday.

No, he didn't arrive yesterday.
Yes, we spoke to the manager about your problem .
No, we didn't speak to the manager about your problem.

Short answers:

Yes, we did.
No, we didn't.
Yes, I did .
No, I didn't.

This tense is used for finished actions in the past:

I visited your company last week .

and for longer situations in the past:

I worked at Siemens for 20 years.

Words that often take the past simple are: yesterday, an hour ago, last year, in 2009,

last week, a year ago.

150

I Workplace English

Going to future
Positive form:

I'm [I am] going to send an email tomorrow.

They're [They are] going to complain about the meeting.
He's [He is] going to book three conference rooms.
We're going to write to the manager.

Negative form :

I'm not [I am not] going to telephone tomorrow.

We aren't [We are not] going to eat in the restaurant tonight.
She isn't going to go to Australia.

Questions:

Are you going to telephone tomorrow?

Is he going to tell the boss?

Who's going to tell the boss?

Long answers:

Yes. I'm going to telephone tomorrow.

No, I'm not going to telephone tomorrow.
Yes, they're going to email the manager.
No, they aren't going to email the manager.

Short answers :

Yes, I am.
No, I'm not.
Yes, he is .
No, he isn't.
Yes, they are.
No, they aren't.

This tense is used to say something has been planned or decided and will definitely
happen:

We're going to move offices next year.

When are you going to get a company car?

When I get home, I'm going to write a report about the conference.

Workplace English

1151

Simple future- will

Po sitive form :

I'll [I will] post it tomorrow.

We'll arrange a meeting .
Sally'll call me as soon as your ta xi is here.

Negative form:

I won't [will not] do it tomorrow.

Jasmine won't forget to do it. Paul.
They won't come back .

Questions:

Will you do it tomorrow?

Will she order me a ta xi?
When will my taxi come?

Long answers:

Yes, I'll do it in a minute .

No, I won't do it today.

Short an swers :

Yes, I will.
No, I won 't.

This tense is used for predictions about the future:

In the year 2020 we'll all work until we are 75 .

You'll never finish that report before 1.00 .

It is also used to give information about the future (that does not involve intentions
or arrangements):

In ten minutes we'll test the fire alarm .

It m.ust also be used for conditional use, for example in if-sentences:

If you do not cancel in time, you'll have to pay a fee.

It is also used to announce a decision in offers, promises and threats, requests and
instructions, and suggestions:

That sounds good . I'll have the steak too.

I'll tell you as soon as the report is ready.
I promise I'll inform my boss immediately.
Do that again and I'll complain your boss.
Will you fill in this form, please?

152 1Workplace English

Present perfect simple

Positive form:

I've [I have] worked here for ten years.

She's [She has] done secretarial work for ten years.
The manager has read your letter.

Negative form:

Questions :

I haven't [have not] worked in an office before .

She hasn't [has not] ordered a ta xi.
Have you worked in London before?
Has my ta xi been ordered?
Where have you put the brochures?

Long answers:

Yes, I've worked in London for five years.

No, I haven't [have not] ordered a ta xi.

Short answers :

Yes, I have.
No, I haven't.
Yes, it has .
No, it hasn't.

This tense is used to describe a completed action in the past which is still relevant
to the present:

Can you help me? I've Lost the key to my office. [= I don't have it.]

We have to cancel our visit because she's broken her leg. [= Her leg is broken.]

I've read some information about your company. [= I know about the company.]

We've moved offices since your last visit. [=The offices are different.]
Note that we do not use the present perfect if we say when something
happened , for example, with finished time expressions such as yesterday,
last week, at 10 o'clock this morning, in 2010, last October.

I'm sure we've met before!

Have you ever stayed in the Anchor Hotel before?

My boss has been to a conference here .

The hotel has been in the Anchor Group for over 25 years .

It is also used to describe events with expressions of 'time elapsing up to now'.

Signal words are just, yet, already.

Have you sent the report yet?

She's just finished the email.
We've just received a phone call from Paul Rogers .

I've already ordered Mrs Wilson 's coffee .

Workplace English

153

Irregular verbs
Infinitive

Past
simple

Past participle

Infinitive

Past
simple

Past
participle

be

was

been

meet

met

met

become

became

become

pay

paid

paid

blow

blew

blown

put

put

put

break

broke

broken

read

read

read
rung

bring

brought

brought

ring

rang

build

built

built

rise

rose

risen

buy

bought

bought

ran

run

ran

choose

chose

chosen

say

said

said

come

came

come

see

saw

seen

cost

cost

cost

sell

sold

sold

cut

cut

cut

send

sent

sent

do

did

done

show

showed

shown

drink

drank

drunk

shut

shut

shut

drive

drove

driven

sit

sat

sat

eat

ate

eaten

speak

spoke

spoken

fall

fell

fallen

spend

spent

spent

find

found

found

stand

stood

stood

fly

flew

flown

steal

stole

stolen

get

got

got I gotten [US]

stick

stuck

stuck

give

gave

given

swim

swam

swum

have

had

had

take

took

taken

hear

heard

heard

teach

taught

taught

hide

hid

hidden

tell

told

told

hold

held

held

think

thought

thought

keep

kept

kept

understand

understood understood

know

knew

known

wear

wore

Lead

Led

Led

win

won

won

Learn

Learned

Learned

write

wrote

written

Leave

Left

Left

Lend

Lent

Lent

Let

Let

Let

make

made

made

mean

meant

meant

154 1 Workplace English

worn

Useful abbreviations

a/c

account

am

to show the time is between midnight and noon

AGM

annual general meeting

AOB

any other business

approx

approximately

asap

as soon as possible

bee

blind copied to

cc

copied to

CEO

chief executive officer

FAO
FAQ

for the attention of

Inc

incorporated

Ltd

limited

N/A
NB
PA

pay particular attention to this

frequently asked question

not applicable
personal assistant

p.a.

per annum [per year)

pm

to show the time is between noon and midnight

PR

public relations

PTO

please turn over

p.w.

per week

qty

quantity

R&D

research and development

re

with reference to

RSVP
VAT

value added tax

www

world wide web

please reply [French: repondez s'il vous plait)

Workplace English 1155

How do I say ... ?

Dates

You write

You say

Monday 18 August !especially UK]

Monday, the eighteenth of August

Monday, August 18 IUS]

Monday, August !the] eighteenth

2011

two thousand and eleven OR twenty eleven

2I11I2011IUK]

the second of November, two thousand and

eleven OR twenty eleven

111212011!US]

November the second, two thousand and

eleven OR twenty eleven

October 3rd IUS]

October !the] third

3rd October !UK]

the third of October

In British English you usually write and say dates like this: date I month I year.
In American English you usually write and say dates like this : month I date I year.
Times

The time is ....

You say

09.15

nine fifteen OR quarter past nine OR quarter after nine IUS]

10.00

ten o'clock lin the morning] OR ten am

22.00 !UK]

ten o'clock lin the evening] OR ten pm

11.30

eleven thirty OR half past eleven

14.40

fourteen forty !UK] OR two forty in the afternoon OR twenty to

three

16.20

sixteen twenty OR twenty past four lin the afternoon] OR twenty

after four IUS]

16.21

sixteen twenty one OR twenty one minutes past four

15.00

fifteen hundred !hours] OR three o'clock lin the afternoon]

17.45

seventeen forty-five OR quarter to six

In American English you don 't use the 24-hour clock . For example, 22.00 is
10 pm and 10.00 is 10 am .
Time
1.5 hours

ninety minutes OR one and a half hours OR an hour and a half

15 minutes

fifteen minutes OR quarter of an hour

30 minutes

thirty minutes OR half an hour

45 minutes

forty five minutes OR three quarters of an hour

156 1Workplace English

In British English you use the 24-hour clock [16.45 =si xteen forty five] mainly to
talk about train and flight times. The 24-hour clock is rarely used in American
English.
We don't usually use the 24 - hour clock [16.45 =si xteen forty five] in everyday
language . For example, we do not say The meeting will start at fifteen hundred
hours but we do say The meeting will s tart at three pm I at three o 'clock.
Prices
You write

You say

10.99

ten pounds ninety-nine (pence]

. 140.00

one hundred [and] forty euros

$22.90

twenty-two (dollars] (and] ninety !cents]

87.00

eighty-seven pounds

Telephone numbers
The telephone number is:

You say:

0044171 200 3612

double oh, double four, one seven one, two double

oh, three six one two (UK]

0044171 200 3612

zero zero four four, one seven one, two zero zero,
three six one two (US]

. 020 677 3219

oh two oh six double seven, three two one nine

ex: 5640

extension five six four oh (UK]

ex: 5640

extension five six four zero

I oh

(US]

In American English you don't usually say double four or treble four. Just say four
four, or four, four, four.

You can say oh or zero for the number 0. Zero is used more often in American
English.
Email addresses and websites

. The email address is:

You say:

. [email protected]

jasmine dot goodman at Lowis dot com

The website address is:

www.lowisengineering.com/aboutus

You say:

www dot Lowis engineering dot com

forward slash about us

Workplace English

157

- - - - - - - -----

On the phone- useful phrases

You can use these phrases when you're on the phone. Why don't you photocopy
these 2 pages and keep them near the telephone for easy reference?

D)
~~

Asking to speak to someone on the phone

Could I speak t o - - - - please?

Can I speak to
, please?

Could you put me through t o - - - - please?

I'm trying to conta ct _ _ __

I'm trying to get in touch with _ _ __

I'm trying to get hold of _ _ __

Asking for identification on the phone

Who 's calling, please?

Who's speaking?

Who shall I say is calling ?

Could I have your name [again]. please ?

Could you give me your name, please?

I'm sorry I didn 't quite catch I get your name.

Would you mind spelling that [your name I first name I surname] for me?

Could you spell that for me?

Asking for repetition

I clarification on the phone

I'm sorry, I didn 't quite catch I get that. Could you repeat it?

I'm afraid that was a little [bit] too fast. Would you mind repeating it more slowly
for me?

I didn't understand the last word of the address . Could you give it to me again ?

Is that Mr Smith or Mrs?

I'm sorry, did you say Oxford Road or Oxford Parade?

I beg your pardon? I Pardon?

Sorry?
I'm [very] sorry. I'm not familiar with English I French I Japanese surnames .
Could you spell that for me?

Could you repeat that a little more slowly, please?

You may photocopy these pages.

158 1Workplace English

Keep next to your phone for easy reference

Asking the caller to wait

Hold the line, please.

Please hold the line.

Would you [just] hold the line a moment, please?

[Just] One moment, please . I'm just putting you through to that room

Could you hold on a moment, please?

Could you wait a moment, please?

One moment, please . I'll be with you in a second.

I department.

Answering the phone

Good morning, Lowis Engineering. Simon speaking . How can I help you?

Good morning, Lowis Engineering. Simon speaking . How may I direct your call?

Offering to help

I'm sorry, the line 's busy. Can I help?

I'm sorry, there's no one answering. Can I take a message?

Would you like to leave a message?

The aviation alphabet

Use the following words to check spelling.
My name's Mr Whyte- that's W for Whisky, H for Hotel, Y for Yankee, T for Tango and
E for Echo.
A for Alpha
B for Bravo
C for Charlie
D for Delta
E for Echo
F for Foxtrot

G for Golf
H for Hotel
I for India
J for Juliet
K for Kilo
L for Lima

M for Mike
N for November
0 for Oscar
P for Papa
Q for Quebec
R for Romeo

S for Sierra
T for Tango
U for Uniform
V for Victor
W for Whisky
X for X-Ray

Y for Yankee
Z for Zulu

Note that Z is pronounced zee in American English and zed in British English.

You may photocopy these pages.

1 .~ 1

Workplace English

1159