SSANISNG FLVIGAWAFLNI YaddN NEW EDITION Uta ERIE R Pb) hee) 2: mtb) \E| John Rogers www.longman.com FT FINANCIAL TIMESPearson Education Limited Edinburgh Gate, Harlow Essex CM20 2)€ England and Associated Companies throughout the world woralongman.com (© Pearson Education Limited 2006 The right of John Rogers tobe identified as author ofthis work has been asserted by him in accordance withthe Copyright, Designs and Patent Act 1988. Allrights reserved; no part ofthis publication may be reproduced, stored Ina retrieval system, or transmitted in any form or by any means electronic, mechanical, photocopying, recording, or otherwise Without either the prior written permission of the Publishers ora licence permitting restricted copying Inthe United kingdom Issued by the Copyright Licensing Agency Ltd, 90 Tottenham Court Road, London W:P SHE, First published 2002, New edition 2006 Book ISBN-13: 978-1-40583323-5 ISBN-0: 1.4058-1323-7 Book for Pack ISBN-3: 978-1-40581316-7 ISBN-10: 14058-1336-4 Pack ISBN-13: 978-3-4058-340-2 ISBN-t0: 1-40581340-7, Set in 10.5/32.5pt MetaPlus Printed in Spain by Mateu Cromo, S.A. Pinto, Madrid wowmarket-leadernet ‘Acknowledgements | would tike to dedicate this book to all my students, past, present and future. {wish to thank Stephen Nicholl, Chris Hartley and Jane Reeve for their insightful comments on the ‘manuscript. Many thanks also to Diane Winkleby for her editorial work and to Alma Gray for her excellent audio production. We are grateful tothe following for permission to reproduce copyright materia: Pearson Education Limited for an adapted extract from The Pronunciation Book by T. Bowen and J. Marks published by Longman Group UK Limited 1992. We are grateful to Financial Times Limited for permission to reproduce the following copyright material “Finding the Right International Mix published November s6th 2000; “Online Shopping Expected to Grow By 35% This Year" by Elizabeth Rigby published éth April 2005; “Message Machine Creates a Buzz” by Bernard Simon published 8th April 2005; *Clampdown on the Overseas Cash Cows” by Josephine Cumbo published &th April 2005; "Marrying in Haste” by Michael Skapinker published sath April 2000 and *Cashing In on a Tailor-Made World” by Helen Jones published ath January 1999. Edited by Diane Winkleby Project managed by Chris Hartley Produced for Pearson Education by Phoenix Publishing ServicesNEW EDITION MARKET SE =e) Payee Ee) SSANISNG ALVIGAWYALNI YdddN John Rogers FT FINANCIAL TIMES www.longman.comATE LTE a ETE Atha ETUC RL PLUS Review: words Ue for talking about cormmunication age 4/ page 62 Extension: say or tell Unit 2 nln Review: words Compounds for talking ae about | ee marketing pose 8 / page sa ey Review and Multisword Cred extension: verbs ESM) words for talking about business Page12/page66 relationships Pe Review: Tenses tar prefixes Extension: pager6/page 6s idioms Ce Review: words Passives Job satisfaction Mayet about job page20/page 70 “asfaction Review and Adverbs extension: words for talking about page2n/page72 fish ued Review and Conditions EM extension words for talking abou pase2b/page74 fhe toner Doo Linking ideas. Editing Amemo Linking ideas Editing ‘Amarketing letter Linking ideas Asales letter Linking ideas Editing Summar points of agreement ing editing Responding to job applications Linking ideas Editing Describing events Linking ideas Complaints and suggestions Editing Se Individual sounds: The difference between /1/ and fi Connected speech: Contractions Stress and intonatior Questions Individual sounds: The letter 0 Connected speec Noun phrases Stress and Intonation: Noun compounds Individual soundst /1/ Connected speech: did you, do you, could and would you Individual sounds: -ed endings Stress and intonation: Correcting information Connected speech: Weak forms Stress and intonation: Two- and three-syllable words Individual sounds: Consonant clusters Connected speech: Linking sounds Stress and intonation: Stress patterns Individual sounds: /2:/ Connected speech: Contractions ‘Stress and intonation: Rising and faling intonation 61 Shadowing: pa Seen Gig Telephoning Communication breakdown Brainstorming First time conversation Giving friendly Handling difficult social situations Paraphrasing Agreeing and disagreeing Accepting or declining invitations Presentation skills e-mail etiquetteunr) burned page 32 / pase 76 ie) Cer au age36// page 78 age 40 / page 80 rer rrr Gaus age a4 / page 82 Tiers Cerca styles age 48/ page 84 age 52 / page 86 page 56 / page 88 eieecons ue Vocabulary {ff Language Enns ems review ried Review: prefixes Extension: idioms Review: words for talking about finance Review: words for talking about customer Extension: idioms Review: words for talking about crisis ‘management Extension: noun phrases Review: words for talking about management styles Review and extension: words for talking about takeovers. ‘and mergers Review: words for talking about the future Time words and phrases ‘Modal perfect Prepositions Gerunds Linking words. Referring words Newspaper headlines Predictions. aes Linking ideas ‘Summarising Emphasising Editing Requesting, payment Editing Letters of complaint Linking ideas Editing Reporting a problem Linking ideas Letters of enquiry Topic sentences Editing Describing results Editing Confirming arrangements Son Individual sounds: /2/ Connected speci Weak forms Stress and intonation: Sentence stiess Individual sounds: The lettera Connected speech: Linked sounds Stress and intonation: Rising and falling intonation Individual sounds: Consonants /p/, /U/ and /k/ Connected speech: Weak forms Stress and intonation: Sounding apologetic Individual sounds: Consonant clusters Connected speech: The weak form of of Stress and intonation: Stressed syllables Individyal sounds: 1). Isle IM fas Connected speech: Linking sounds Stress and intonation: Stressed syllables Individual sounds: Review of sounds Connected speech: The number of words Stress and Intonation: Stressed syllables Individual sounc Reading phonemic script Connected speech: Future forms Stress and intonation: Question tags Diplomatic language Negotiating an agreement Dealing with complaints ‘Taking action Asking pointed questions Asking challenging questions Ways of saying no Numbers TelemarketingLanguage work anne a Communication rine oO P Vocabulary + Complete the sentences with the best word. 1 Good presenters rarely ramble. They usually try to be as . succinct. as possible, a) inarticulate b) hesitant ¢) succinct 2 Her arguments were so... . that we all agreed to her proposal. a) fluent b) extrovert ¢) persuasive 3 The audience were very...,........ and carried him through his difficult presentation. a) responsive b) eloquent ©) coherent 4 Sheisavery............ person. She always keeps her attention fixed on what she wants to achieve. a) sensitive ) focused ¢) fluent 5, He never says what he thinks or shows what he feels. How can anybody be 20. ieniciea? a) rambling b) fluent ¢) reserved 6 Everybody seems so, here. They behave and speak freely, and do not really care what other people think. a) incoherent ) articulate ¢) uninhibited 7 We know that not all politicians are . - Some of them even use an autocue. a) eloquent b) inhibited ¢) hesitant Make nouns from the following adjectives, using endings from the box. ce cy ion -ness 1 coherent coherence. 6 persuasive 2 eloquent, 7 responsive 3 fluent. 8 sensitive 4 hesitant, 9 succinct 5 inhibited .. yo clear... Complete the phrases with say or tell as appropriate. a ...fell.... a story 6 . Somebody what to do 2. the time 7 . hello / goodbye 3 asfarasican, 8. allie /lies 4. yes orno 9 s+. What you mean, Pa somebody to do 10 assess Something under your something breath Complete the sentences with the appropriate form of say or tell. 1 Can you think of situations when it might be better not to... fell... the truth? 2 How easy or how difficult do you find it to things for you? other people to dorrmrcoiy oO Idioms 1 Communication J 3 Inmeetings, how often do you . what you think? 4 Have you ever... a joke in English? 5 How easy or how difficult is it to............ the difference between the banknotes used in your country? 6 Can you ‘good morning’ in more than three languages? 7 When you were a child, did you use to do as you were 2 ‘Check your answers inthe key. Then answer the questions for yourself. Complete the idioms in the sentences below with the correct nouns. 1 They sent usa very long reply with all the details. But to put it ina , that’s it, we've won the contract! 2 | wish my boss would stop beating about the............. and tell me clearly whether or not | stand a chance of being promoted soon. 3 She expected profit figures and | was going on about sales figures. Once again, we were just talking at cross 4 Not offical yet, but it seems we're going to relocate. Just heard it on the PSL aT 5 IF you think you can give a good presentation just hecause you know your subject inside out, well, 'm afraid you've got the wrong ............ of the 6 Thisis avery badly written report. | just can’t make ... oft. Reorder the words to make idi 1 to/ on/ wavelength / same /be / the 2 to// picture / somebody / the / in / put 3 to/ point / come / the / straight / to 4 to / crossed / get / wires / one’s ms. Complete the sentences with the correct form of an idiom from exercise B. 1. | know you couldn’t attend the meeting, so here’s a summary of the ma points to ..put.you in. the. picture. 2 | meant six in the morning, not in the evening, It seems that we .......... 3 Letme . 1 think your performance is totally unsatisfactory. 4 Fortunately Sue and |............ ,80 we hardly ever disagree about anything. ‘Match these new idioms with their definitions. 4 alryour views ———_ a) tell somebody all the information 2 beatalossforwords they want or need to know 3 drop ahint ‘\ 6) unable to say anything because 4 give sormehtidy the lowdown \ something surprising or totally unexpected has happened Si Keep Somebody up toidate ©) express your opinions about something in public 4) give somebody regular information about things e) make a suggestion in an indirect wayPETER id inking ideas | © Complete the sentences with the appropriate form of an idiom from exercise D. 1 E-mail me every day to , .Keep.me. up. to date... with the latest developments, will you? 2 When she was told she'd been nominated Businesswoman of the Year, she 3 Could you briefly this afternoon? 4 Every week in our department there's a meeting where the administrative staffcan ............ and discuss problems. 5 We can't be sure, but management redundancies. . on their financial situation before our meeting that there might be @ Study the examples of linking words. 1 Despite his great sense of humour, he often finds it difficult to respond to his audience. 2 Inspite of his shyness, he's a brilliant speaker, 3 Although he generally communicates his ideas clearly, | often find it hard to follow him. 4 Even though 'é put them in the picture, they didn't seem to grasp what | was on about, Cross out the two incorrect explanations, The words in italics are used to a) express the cause of something, the reason for something. b) reinforce an idea, add information ©) contrast ideas @ Tick the three sentences in which the linkers are used correctly. 1 I managed to follow their conversation although my attention had drifted away. 7 2 Even though he had something relevant to add, he interrupted the speaker. 3 Despite | knew | was wrong, | refused to admit it. 4 In spite of their criticisms, | didn’t lose my confidence, 5 | was unable to express my disagreement although | am generally assertive. 6 remained alert throughout the meeting although my tiredness. @ Rewrite the sentences in exercise B in which the linkers are not used correctly. 1. Even though he had nothing relevant to add, he interrupted the speaker, © Use your knowledge of linkers to guess the meai phrases in italics. 4 Although Sue is usually very direct, this time she was really beating about the bush. 2 Despite the market's bearish trend, he was optimistic about share prices going up again soon. 3 Although he often tends to wayfle, today he made a presentation that was clear, concise and to the point. 4 Their new product sold quite well even though the advertising campaign was a complete flop. 5 They managed to find a huge site for the new factory in spite of the scarcity of land in that part of the country, 1g of the words and4 Communication Editing @ Read the passage below about giving presentations. In each line 1-8 there is one wrong word. * For each line, under 1e the wrong word in the text and write the correct word in the space provided. special way of captivating their audience. tell you, is half the battle Amemo Its probably true thatthe most effective presenters have all developed their own Having said that, they often have a number of common feature. Like all good communicators, they are aware that there audience is just as important as what they hhave to say. Therefore, they tried to find out how much their listeners already know about the topic and about their attitade for it. Whenever possible, good presenters also arrive 10 or 15 minutes before their talking is due to start. This gives them plenty of time not only to prepare theic notes and check the equipments but also to chat to the participants as they come in, By create a relaxed atmosphere, they can easily establish rapport for the audience. And good rapport, as many presenters will ratures. SOC i a | ey aneune You work in the Human Resources Department of a modern, forward-looking ‘organisation. You are very interested in the course advertised below. BRENTFORD COLLEGE BUSINESS AND ADMINISTRATION TRAINING Autumn ~ Winter Courses Communication & People Skills [Course Ref. No. 23-D] ‘The aims of this one-week seminar are to: + improve participants’ speaking and listening skills + analyse common commonication problems and explore ways of resolving them + give participants opportunities to expesiment with confit resolution strategies + help participants deal with defensiveness and aggressiveness This seminar will be of interest to all professionals who have to deal with people and work out problems with others. Facilitator: Patricia McGovern, PhD, President of Schréders Consultants in Geneva, author ofthe bestseller How to Listen 1o Others and Resolve Conflicts Course fee (including manual): £520 Date: 715 October Venue: Brentford College For further details, contact: Martin Lowles, BATP. Brentford College, 27 Burrard Street, Brentford TW9 OAK, Email: [email protected] Write a short memo (70-80 words) to your Head of Department, including: * a request to go on the course * why you think the course would be useful * some details about the course an enquiry about the possibility of financial support towards the course fee. MEMO. From: To: Date: Subject:PEUTIC a nae International marketing PSELIe a Complete the collocations and compounds in the sentences below with words from the box. shopping position target standardisation design consumer behaviour competitive mix mi 1 The most important decisions for international marketing are probably those of product .. standardisation. and variety reduction. 2 In international marketing, itis necessary to meet individual national requitements, in particular where .., . goods are concerned, 3 Licensing is an option which may enable the marketer to improve profits while retaining market , 4 Inotder to securea...... . advantage, companies will try to make their products and services stand out from their competitors’. 5 Itis extremely important for marketers to understand the buying of existing and potential customers. .--. Statement is a short written statement made by an organisation, intended to communicate its aims to customers, employees and shareholders, 7 Agood product... is one which satisfies the needs of the customer and makes a product eye-catching in the marketplace. 8 In most of our cities there are numerous ... _ malls, which offer the customer free parking and where all the major retail brands can be purchased under one roof. 9 The main elements of the marketing price, promotion and place. 40 Marketers sometimes focus on particular segments of a given overall market. This process is known as * . marketing’. are product, © Complete the passage with the best word from page 9. The dictionary defines advertise as ‘to make (something for sale, services offered, etc) known to the public’. Advertising can therefore be considered a form of ... communication... *, the ultimate aim of which is to ® consumers to choose a specific product or service. Every company tries to 3 Its products from those of the competition, and a key element here is the strategy of branding. A, .. “can be defined as ‘the name attached to a product or service, how that name is visually expressed through a .. 5 and how that name and logo are developed through a company’s communications’. However, a brand is much more than just a name. It also represents some intangible aspects of a product since it is haw the product or often even the whole 6 is perceived by its Itis a nexus of ideas, feelings, and perceptions about lifestyle and status, and quality. Creating a powerful brand identity is essential if you wanttto.. fa ‘strong competitive ... . ®. Asuccessful brand will make customers think of your company first when they think of the particular product category to which the brand is attached,Becca Compounds 2 International marketing | 4 a) distribution b) retail © communication) wholesale 2 a)recommend b) persuade —¢) suggest 4) decide 3 a)recognise —_b) distinguish _—_) harmonise 4) differentiate 4 a) brand b) label ©) cachet 4) slogan 5 a) visual b) logo commercial —_d) spot 6 a)association b) headquarters ©) company 4) subsidiary 7 a) patrons b)customers ©) regulars 4) visitors 8 a) picture b)illustration ©) photo 4) image 9 a)gain b) succeed ©) award 4) realise 10 a) surplus b) profit ©) advantage 4) bonus ind a word to go in each of the boxes below to make two compounds with the words on the left, and another two with the words on the right. The number of dashes corresponds to the number of missing letters. Pay a target segmentation > irks > youth receey share 2 home forecasting car volume 3 market - guru brand buyout 4 fair embargo world deficit 5 television [~ campaign outdoor revenue 6 B2B information relationship mix, Some frequently-used compounds become acronyms. Use the words from the box to work out what the acronyms below stand for. country cycle #® industrialised just life management | newly product prop Public quality relations me total unique 2 PR= 3 TOM= 6 USP= 2 JIT = just-in-time 4 NIC= 5 PL Use an acronym from exercise B to complete the sentences below. 41 Nowadays, a company that can supply deliveries has a strong competitive edge over suppliers who cannot. 2 The part of a company or organisation's work which is concerned with obtaining people’s approval for its activities, products or services is known, as. : 3 The concept of the . proposes that, once a product is introduced into the market, it goes through a process of growth, maturity and decline, and eventually disappears from the market. 4 A feature of a product that no other similar products have, and which is used in marketing to try to persuade people to buy it, is called itsUTR \2 International marketing @ Match the appropriate sentence halves below and join them with the correct linker. Linking ideas | 4 The company is planning a direct compete or even survive, mail campaign improving sales of their range of office | 2 Their mailing list contains sen Hotiehto supplies. | information and data iting imports of textile products from 3 Their competitors, however, still have India. ‘ ve with a view to to go through a specialist direct mail reach potential customers, which costs agency them extra time and money. 4 Every company must work hard solliat their market share would increase. 5, The government decided to introduce they won't have any difficulty identifying aquota the most appropriate recipients for the 6 They increased their competitiveness mailshots. © Cross out the two explanations which are not correct. The three linkers in exercise A are used to a) contrast ideas b) express the cause of something ©) express the purpose of something Editing @ Read the passage below about international marketing. * In most of the lines 1~12 there is one extra word which does not fit. Some lines, however, are correct. * Ifa line is correct, put a tick (V) in the space provided. * If there is an extra word in the line, write that word in the space. Globalisation has affected marketing strategies in many ways. In the past, for example, the best way to enter a market tended to be the main concern. ‘Today, by the contrast, international marketers ask themselves whether it is better to) the... standardise or to adapt a product across different markets. Finding the right 4 ‘international mix it has become one of the key questions, and answers vary greatly < from a company to company and from product to product. Coca-Cola, for example, has customised its soft drinks to every market. It is well known fact that Coke in Indonesia tastes lot different from Coke in the UK. Such a strategy is in stark contrast to Rolex’s. Indeed, Rolex uses the same advertising message and positions its watches the same way in the world over. Other companies strike a compromise between customising and standardising, and opt for a middle-of-the- road strategy. Car manufacturers, for example, cannot afford them to design a 10 ARAN we ovannwne separate car for each market. However, they domed to think of country-specific | 11 differentiating features, as consumer tastes vary enormously from one country to) 12 another. 2 3 FINANCIAL TIMES 42 International marketing | Amarketing © The letter below was sent by an institute for management development to a letter large number of companies throughout Eastern and Central Europe. ‘As you read it, complete it with the correct form of the verbs from the box. arrange consider contact enclose ferward require a 5 8 CENTRAL EUROPEAN INSTITUTE FOR MANAGEMENT DEVELOPMENT GD = Hviezdoslavovo nam, 128, 8 81203 Bratislava cS s 20 June 2 DearSiror Madam Ihave pleasure in enclosing five copies of our new brochure, detailing the Strategic Leadership Programme and the Advanced Management Programme available here at the Bratislava Central European Institute for Management Development for entry next September. I would be grateful if you could please .. the brochure as appropriate within your organisation, so that itis available to both the Head of Human Resources and employees when .? professional development options. In addition, , you could ... .° a poster which includes prepaid response cards and would be most grateful if for this to be displayed, Should you... 5 further copies of either brochure or poster, please ............° Igor Cutka at our Admissions Office by e-mail on , Finally, [hope you and your staff find the brochure of interest. Yours faithfully Ao ln Professor Irena Trollerova MBA. Head of the CEIMD WNL @ Ivan Gasperlin, the manager of Kommerz Bank (Trubarjeva 47, 1000 Ljubljana, Slovenia) wishes to order five more copies of both ‘the brochure and the poster. Write an e-mail message.aa Building relationships Wrelieing © Study how Speaker B responds to what Speaker A says. Focus on the words 7 a = in italics. = AA: It’s good to hear that they'e thinking of resuming diplomatic relations, a ismtit? = B: Yes. That's great. Restoring relations is probably the best decision they bo could make. e i Ba Now take Speaker B's part. Use the correct form of a verb from the box in your response. endanger maintain strengthen foster buildup sour 1A: I'm afraid lack of communication is now jeopardising our relations. agree. | think it really .. endanger .. future cooperation. 2A: Getting rid of those trade barriers should cement the friendship between our countries. B: Absolutely. ....... heir firm has developed considerably. AN. oooseseeee The key question is, how can we encourage cooperation between our organisations? Definitely. ; : What do you reckon damaged our relations with GlenStar? : Well, BA a Do you think we should stay in close contact with those suppliers? Yes. TELNET Es) © Complete the foltowing sentences with the best word. 4 Relations between them are rather Sta They don’t seem to like or trust each other. a) amicable b) cordial ) strained 2 Their continual interventions the whole meeting. a)corrupted —b) broke off ¢) disrupted 3 Their working relationship was often .. argument and criticism. - swith lots of angry a) stormy b) cool close 4 They may be our competitors, but we want to stay............ ood terms with them, ain b) on over 5 Ifyou want to do business with someone, first you should try to ..........45 a rapport. a)improve bb) establish €) promote9 Multi-word 3 Building relationships | Complete the short article below with an appropriate form of a verb from the box. build deal face implement pinpelnt understand Over 55 per cent of major retailers have seen their profits reduced because they are failing to adjust to new customer shopping trends and the move towards internet buying, according to a recent report. The report . pinpoints. ‘two key elements for a successful strategy. First, it says retailers need to need to acquire and , 3a relationship with the customer across a range of channels including the internet. Apparently, many of the major retailers have not ...4 strategies that 5 with customers who routinely use a range of channels - including phone, internet, catalogue and in-store visits — before they buy. The report adds that without a change in strategy, retailers .. S the tisk of losing their relationship with the new ‘networked consumers’. ‘Match the following sentence halves, as in the example. 4 They'te going to be sharing a) but are unlikely to put up with ? the value of each customer. Second, retailers BRO Eyst aii verbs this office, = rudeness. 2 Customers will tolerate a little b) so it came as a surprise when delay ) they fell out over such a trivial 3 They didn’t hit it off at first, Incident. ‘4 They'd always seemed to be on \ ©) acustomer who has a problem. good terms, d) so they'd better learn to get on 5 They will never let down together, 6 You should be able not only to e) but also to hold on to them. relate to your employees, f) but little by little they came to be friends, @ Match each item on the left to a suitable item on the right to make complete sentences that make good sense. 1 They've put off the date of signing a) come and see me at 10.30. the contract till 30 October although __ b) we'd all agreed on 15 November. 2 They hitit off straight away although but she doesn’t mind uncomfortable hotels. 3 Even though they've let us down on a 4) I think we should give them another chance. numberof occasions) a e) they have exactly the same tastes. 4 I'm going to be tied up in a meeting till 11.00, so f)_ but she can't stand untidiness. 5 They just don’t seem to get along although She can put up with almost anything 'g) we should definitely look for another supplier. h) they don’t seem to have anything in common, 1) come and see me round about 11.30. \j) we'd all agreed on 35 October. bsPUTER { 3 Building relationships Linking ideas @ Complete each of the following sentences with the appropriate form of a suitable phrase from the box. segeteatried away to get wrapped up | to cut something down to turn something / somebody into | to sound somebody out towake upto something | 1 He.,..géts... so.. .cacri¢d andy... in the excitement of securing orders and delivering the product that sometimes he actually neglects the customers themselves. 2 Organisations are just beginning to ...... opportunities that failure to retain customers represents. 3 Asa manager, you have to think of ways of .. a client, then a supporter and an advocate. 4 If we want to improve our performance, we need to. number of customers we lose. 5 It'seasy to get so, in your products and services that you forget about the people who buy them, 6 We are definitely going to create a new post, so | suggest we should .. a few people about it. the lost .. 2 customer... the Complete each sentence with the correct linker, 4. Sanlito and RKB have only been doing business for a couple of months. Nevertheless, , Sanlito’s management has already given RKB their full confidence. a) Despite b) Nevertheless ©) Besides 2 Their prices are very competitive. swe have decided not to do business with them. a)Nonetheless —_b) Although ©) Furthermore 3. We reached out to customers with special offers, continuity programmes and appreciation letters. Customer retention did not improve. a) However b) Despite ©) Even though 4 Negotiating prices and securing orders is very exciting. : ensuring that the customer remains a customer can be less stimulating, a) Moreover b) In spite of ©) On the other hand 5 He likes keeping himself to himself. ....... he spends a lot of time entertaining suppliers. a) As well as b) Besides ovet Study these sentences; then decide whether the three statements below are true or false. * Although their prices are very competitive, we have decided not to do business with them. * Their ads are hardly noticeable. Nevertheless, they keep attracting new customers. a) Although, even though, in spite of, despite, nevertheless, nonetheless, however, yet and on the other hand are all used to contrast ideas. b) Although, even though, in spite of and despite are used to link parts of a sentence together. ©) Nevertheless, nonetheless, however, yet and on the other hand are used to link ideas across sentences.3. Building relations Asales letter @ Read the direct marketing letter below and cross out the one sentence which does not fit in. MORRISON OFFICE SUPPLIES INTERNATIONAL dsonn er Ta facoa 1658 Futuro Office Senter Le Harefield, Uxbridge Meese UB7 5S 2 Sepenber Dear Mr Potter, ‘Thank you for doing business with us for over three years. We contin to be one of the worlds leading business to-business supplies of ofce products and services, and our motto ‘continues to be’ Our ob isto make your job cose Nowe prepare tobe suprised about ou tes atonso our wide range of products Morrison's combined PXL-100 Laser Copier / Printer Scanner — it does what none of the competition i able to do inthe same way + ournew collection of Ward affce chairs * our recently expanded collection of Avalon’ seminar chars For more information cal: FREEFONE 0800 123 9876 or vist cur website: wwwmorrson.couk You wil notice that our ste has been completely redesigned to provide you with more information and to serve you better Let us know what you think about it The company runs other funds that would have competed withthe joint venture. Register with our ste by | October and win an ergonomic desk chair worth £300, We would also lke to draw your attention to our special fers for regular customers lke you * upto 30% discount off the normal purchase price on ALL orders placed in October + free constations We look forward t Best regards, Fanh Frank Lindsey General Manager, Morrison UK contwing our business with you HLwhe _ © You work for Futuro Office. Write a short reply (100-150 words) to Morrison Office Supplies International. * Express interest in one of the three products mentioned in their letter and request further information. * Enquire about the exact discount for that particular product. * Tell them what you think about their new website. Useful language Thank you for your letter of . We would like to take this opportunity to ... Could you please let us have further details of REsONie Were Nike fo Could you please specify . We look forward to hearing from you. We would welcome more information about... We look forward to your letter. As regards your Yours sincerely, Regarding your Best regards, With regard to your... Best wishes, ios= Success Language work Vocabulary [AJ Vreiithey Oo ‘Add the correct prefix from the box to the words in italics in the sentences. dowe co de ex mis out re ultra under In the late 1990s, many countries witnessed a sharp economic . dan. turn. 2 The profit figures are excellent. Once again, we've performed all our rivals. 3 We design and manufacture industrial use. 4 The.. -president of PG Steel Corporation is suing for $2.5 million he says the company owes him as a retirement payment. 5 Whether or not to........,...fegulate health care is a 6 Staff who never get any praise for their achievements may end up rating their own abilities. 7 When two of our ...........-Workers disappeared, all the boss had to say was that they'd ‘left to pursue other opportunities’ 8 China's largest car manufacturer, the FAW Group, is thinking of locating its headquarters from Changchun to Beijing. 9 Ofcourse | can see now that Brian is an asset to our company, and I'm sorry Iso badly judged him when he started working for us. -efficient air conditioners for ivisive issue. Match each verb with its definition. downsize ~\ a) to be greater in number outnumber( b) to improve, to make more efficient overselle) to reduce the number of employees and levels of undersell management that a company has underspend ¢) to say that a product or service is better, more useful, etc, than it really is @) to sell goods at a much lower price than the competition f) tospend less than you intended or than you are allowed to aurwne upgrade Complete the following sentences with the correct form of a verb from exercise B. 1 Last year we .Underspent, our budget by 21%, so unfortunately our budget this year has been reduced accordingly. 2 Inour department, men women by two to one. 3 Why don’t you have your PC if it's so slow? 4 We'll cut our expenses and our operations in order to become more competitive on the market. 5 Salespeople often ... . computer software, so consumers end up with things they don’t really need. 6 We are looking for ways of .. than us. . our rivals. No one will be cheaper4 Success | © Match these sentence halves. 1 It's been a lot of hard work, but she a) are getting there. 2 IFeverything goes smoothly, we —~\ b) beginning to bear fruit. 3 Atlong last, their hard work and investment is | c) came up trumps in the end. 4 What we are looking foris a candidate who can\ d) get results and work well under pressure. 5 Nobody thought wel clinch the deal, ut wee) seems tobe really making ago of her 6 The reorganisation of our business is not dry-cleaning business. finished yet, but we f) should be in Vancouver in plenty of time for the start of the negotiation. Underline the six idioms in exercise D which express the idea of ‘success’. © Complete the following sentences with the best word. 1 She's so bright ~ a real ..high flyer . I'm sure she'll be promoted again soon. a) high flyer b) slave driver ©) fly-by-night 2 After some teething troubles, they now have a a huge turnover. a) thriving b) smooth O fruitful 3. Since she’s been appointed General Manager, the business has really OES url | .. business with a) promoted b) proliferated ©) prospered 4 Our new product filled a gap in the market and .. was launched. as soon asit a) overflowed b) put up 0) took off 5 InterMedia ' .. Erling last year to become the largest media group in the region. a) overtook b) overran overdrew 6 ‘Yes, invest in InterMedia. It’s definitely a company that is ., a) making up b) going places) without a hitch @ Simple past or present perfect? For each of the sentences below, choose the correct ending. Tenses 1 Rebecca has been with our organisation for five years a) and she did a great job. \d she is doing a great job. 2 His hard work really paid off - a) he was promoted to Chief Adviser a year later. b) he has been promoted to Chief Adviser. 3 There have been serious problems with the merger, a) but we proceeded with it anyway. b) but we have proceeded with it anyway. 4 The motor trade has been in the doldrums a) last year. b) all year. 5 She's been promoted a) because she's brought off that deal with a Japanese firm. 'b) while she was working as Head of R&D. 6 How long have you worked as Financial Adviser a) for your current employer? _b) before you became Financial Director?PETITE MT la 8) Success © Present perfect or past perfect? Complete the sentences with the correct form of the verb in brackets. 4 They had. hoped.. to organise a reception for their visitors, but it didn't come off. (hope) 2 They say they. answering machine. | 3. The manager is very upset as he , 4 We... always .... . a message, but there's definitely nothing on my ++. Several times already, (leave) (check) outvoted at the AGM. (be) ahead of our rivals until 2003 when they outstripped us for the first time. (be) 5 The new XY3 tyre series ........ really but then they were all recalled after a spate of complaints. (take off) 6 She the meeting. (give) . me the low-down on the merger, so | feel well prepared for @ Undertine the correct verb forms in these two texts. Coord 1 Four exchanges censured for anti- competitiveness The Securities and Exchange Commission said / hhas said" yesterday it censured I had censured? four US options exchanges for allegedly engaging in anti-competitive practices and ordered / has ‘ordered them collectively to spend $77m on surveillance and enforcement. Without admitting or denying the charges, the American Stock Exchange, Chicago Board Options Exchange, Pacific Exchange and Philadelphia Stock Exchange agreed | had agreed to settle with the SEC and the Justice Department, which were probing ! have been probing | had been probing S options listing practices at the exchanges since last year. 2 Burex names Franke successor Eurex, the Swiss-German derivatives exchange, appointed | has appointed I had appointed! Rudolph Ferscha to take over from Joerg Franke as chief executive at the end of the year. The appointment was announced | had been announced” yesterday by Deutsche Bérse, which owns | owned? 50 per cent of Eurex, and is seen / was seen* as a move by the exchange to develop a stronger international presence. Mr Franke, who annowiced | had announced’ his resignation from Burex the week before, was appointed | had been appointed® to the Deutsche Borse board a few days ago. @ Complete the sentences with the best linker, Since. a) Since Linking) * ideas problems. a) owing to machinery. a) because banned. a) owing to much this week. b) because 3. The slow rise in profit figures is b) since 4 The band’s second album didn’t do very well, b)as 5 The project manager's off sick, everybody is here, | suggest we get down to business. b) Due to 2 The introduction of our new model was delayed ©) Owing to ++. production for our large investments in new due to their video was Oso .. there's little chance of achieving a)as b)so Osince .- unforeseen circumstances, the CEO had to resign. b) Since ©) Owing to4 Success Editing @ Read the excerpt below about the chances of success of executives sent abroad to work. * Ineach line 1~9 there is one wrong word. * For each line, underline the wrong word in the text and write the correct word in the space provided. UK companies have failed in the past to prepare their staff in key areas before sending them abroad. What's new is what they are starting to paying attention to it. Previously, the definition of a successful assignments was that workers didn’t come back early, but now companies are waking up on the fact that assignments are not necessarily succeed just because the person stays abroad SNL | for the allotted period. While 89 per cent of companies formerly assessment a candidate's job skills prior to a foreign posting, less then half go through the same process for cultural suitability. Even few gauge whether the family will cope. Summarising @ Read this follow-up letter to a negotiation. Write Norman Furey’s reply to points of Grand Computers. agreement © lay out your letter correctly, including details of both supplier and buyer + reply before 5 April. + express thanks for letter and brochure * confirm details, but highlight misunderstanding regarding discounts: you had agreed on 3% on both the PC and the LIP GRAND COMPUTERS TB Gloucester Road Mr Norman Furey Leeds LS2 6EQ Se Tel 0113 223 1314 oe a 20 March Dear Me Furey, Further to our discussion of 15 March conceming your order for 12 of our Newus 2K FCs and 8 Orion Plus laser,et printers, I wish to summarise the details and confirm the terms of our agreement. | + List price Nexus 2K RC £650 ine VAT Orion Plus IP £250 ine VAT + Delivery Within a week for orders placed before 5 April + Payment Bankers draft ‘May I remind you that our offer of an 8% discount on our Nexus 2K PC is still standing, should you decide to order in excess of 20 items. In addition, we are now in a position to allow a (0% discount on our new Orion Super Plus LP / Scanner, about which a detailed brochure is enclosed. We look forward to your order and to doing business with you again in future. Best wishes, AS Ben Jacobson, Sales Manager Grand Computers _| PRL RAL ig”Language work eG POPE Ie © Complete the passage about job satisfaction wit 5 Job satisfaction the best word. Herzberg’s Theory of Job Satisfaction Frederick Irving Herzberg (1923-2000) was a management professor at the University ‘of Utah known internationally for his work on helping companies understand how to motivate workers and increase productivity. He is known for his ‘Motivation-Hygiene Theory’. According to Herzberg, five factors increase job satisfaction and staff motivation to perform: | Achievement ney a sense of .....accompliatiment. One way managers can contribute to this is by encouraging employees to set clear, realistic professional goals for themselves. 2 Recognition Wey the voesesssen ....2 of an individual's or group's efforts, or contributions. For example, managers can highlight staff efforts and contributions in meetings. They canalso give a genuinely positive performance ..... sssenetand devise a judicious system of ....... svoverereeee5) Such as housing allowances or extra holidays. 3 Challenging Work For work to be 6, there must be tasks that are challenging or ‘motivating. ust ual prefers some tasks more than others, each finds ‘some tasks more challenging than others. 4 Responsibility ‘When staff feel responsible and ae 7 for their own work, and when they are somehow involved in the decision-making process, their job satisfaction Increases, Managers can gradually increase staf. sesssaeesenseetand decision making as they gain expertise, 5 Growth and Development Everyone needs to continue to develop personally and professionally on the job, When there are limited opportunities for... 9 and development, ‘motivation decreases. Employees may commit energy to other aspects of their personal lives, seek other employment, or..... out. Managers can advocate educational or special training... .«!'for staff and encourage them to attend training programmes and conferences. 4 a)inspiration b) remuneration) accomplishment d) astonishment 2 a)carried b) broken ©) brought 4) pulled 3. a)reward b) congratulation ¢) prize 4) acknowledgement 4 examination b)evaluation _¢) testing 4d) interrogation 5 a)perks b) awards ©) praise d) loyalty 6 a) satisfying —_b) fulfilled ©) completed d) retaining 7 a)mature b)accountable — ¢) mindful d) comfortable 8 a)dependence b)autonomy —c) separateness _—_d) liberty 9 a)rise b)increase ©) growth d) raise 10 a) break b) run 9 fire d) burn 41 a)absence _b) peri 0 leave aterm5 Job satisfaction | PEAT © Complete the sentences with the correct passive form of the verbs in brackets, Passives 1 Future success ,, .will by by developing a workforce capable of challenging the status quo. (drive) 2 Over 600 people ........ 3 Our sister company’s leave policy sess + (revise) .. redundant last year. (make) recently 4 An agreement currently (negotiate) a 5 Tom. .. only, ... @ pay rise once before I September 2005. (give) a 6 Some people argue that during an emergency, a tough style of leadership a should .. (use) os Es Ey © Write questions about the sentences in exercise A using the verbs co in brackets. 1 How.....ill fa ?. (rive) 2 How many (make) 3 Whose (revise) 4 What sort of . (negotiate) 5 How many times ,.. « (give) 6 When (use) @ Look at the list of preparations that have been done or still need to be done fora staff training seminar. 4. design seminar programme v 2. send out seminar programmes X (tomorrow afternoon) 3. book conference room ¥ (earlier this morning) 4, order folders and note-pads ¥ (ast week) 5 x 6 x v (last Tuesday) check PowerPoint equipment (next Monday) book a room for trainer (oy the end of the week) 7 inform local media (earlier this month) 8 plan social evening Y (at our last meeting) Now took at these two exchanges between the seminar organiser and her personal assistant. 1. A: Has the seminar programme been designed? B: Yes, it has. It was designed last Tuesday. 2 A; Have the seminar programmes been sent out yet? B: No, I'm afraid that still needs to be done. I'll see to it tomorrow afternoon. ilar exchanges for the other items on the list.LETTE TCR TL | 5 Job satisfaction Responding to job applications © Like the passive, the expression have / get something done focuses on what happens and not on the doer of the action. A: Is the photocopier working? B: Yes. We had it mended yesterday. (We didn't mend it ourselves. Somebody mended it for us.) Complete the exchanges with the expression have / get. something done. 4A: This office looks rather shabby, doesn't i know. We're going to have. it redecorated soon. What a dazzling speech! : Yeah 'm sure he 3 A: The video's on the blink again, B: We definitely need to 4 A: Our fire alarm seems to have a will of its own, doesn't it? B: Yes. | think we should 5 A: I'm not sure the figures in this report are right. B: Well, why don’t you .... @ All punctuation has been removed from the following job advertisement. Rewrite it with the correct punctuation. Some words will need to be capitalised. FT Fairertrade Itd seeks an assistant project manager for 12 months on this, Project funded by the trust fund for kazakhstan and administered by the world bank the project which commenced in january this year aims to improve the capacity of kazakhstani communities to manage local government structures for the planning and implementation of local development initiatives through the project village level development councils have been established across the country through which small scale grant funds are being channelled © Complete the letter on page 23 with an appropr from the box. appoint issue pay setout fe passive form of the verbs5 Job satisfaction “Tel:01260 271289 Fax: 01260 271288 Mr Andrew Harris 77 Dunham Road Bolton Lancashire BL3 2FK 14 March, | Dear Mr Harris, Re: Assistant Project Manager, Kazakhstan Further to your application for the above post, I am pleased to confirm that the Selection Board which met on 11 March recommended that you to the above post, subject to medical clearance. Your salary Other benefits | should be grateful if you could confirm in writing by Wednesday 20 March that you wish to take up the post. 2atthe rate of £25,000 per annum. 3 in the particulars of post attached. The proposed start date is on 8 April and your contract, which is for a period of one year, 4 after we receive written confirmation of your acceptance. If you have any queries on the terms and conditions of service of the appointment in the meantime, please do not hesitate to contact me on the above number. look forward to hearing from you shortly | Yours sincerely, Karen Poulson Karen Poulson Recruitment Officer AO @ Write Andrew Harris’s reply to Karen Poulson. Useful language Polite requests I should be grateful if you could confirm in writing that .. We would be most grateful for your prompt answer. Your prompt answer would be appreciated. Your assistance would be welcomed. Accepting an offer am delighted to have been selected. I would like to confirm that | wish to accept the post. Enclosing documents lenclose a copy of .. Please find enclosed ... ‘As requested, | am enclosing... Offering assistance Ifyou have any queries, do not hesitate to contact me. Should you require further assistance, please do not hesitate to contact us. If you should require additional details, please write to me. lsSSN AE _24J Risk PTET ei gy © Use the clues to complete the crossword puzzle. Across 2 Ifa plan, an agreement or a relationship is in risk that it will fail. (8) 5A isa very risky action that you take in the hope that it will succeed and that you will gain something from it. (6) 7 Ifyou about your employees' health and safety, make sure all relevant regulations are respected. (4) 8 No tisk, no w 9 fan activity or action is. 40 They say there are politically unstable region. (4) Down a ifar . 3 Ifa company’s situation is... business. (10) 4 An informal word which means the same as risky. (5) 6 IFYOU........c20. ask, you reduce it to the lowest possible level. (8) ma] FRCP Pm] there is a serious itis dangerous or likely to fail. (5) tisks involved in investing in such a it is so small that it is not worth worrying about. (10) . there is a risk that it will go out of Ly) 2 ra = +O ° W EC uu 5] 1 The company was in such a... precar7ous,.. position that nobody wanted to lend it money. 2 ‘Anart gallery? That's a pretty wouldn't you say?" 3. She isn't very keen to start a new business as the risks involved are .. business at the best of times, 4 Many people say that playing the stock market for quick profit is a 5 Negotiations have broken down, and the future of the merger is now in 6 The government isn’t worried. It thinks the economic blockade will have a effect.Wrivtuey © ° Adverbs | 6 Risk J Match the following sentence halves. 4 Ifthe allegations against the a) you never take a risk. CEO prove to be well-founded, b) at the risk of being repetitive. 2 With such a provocative >) 9) you risk losing your no-claims advertising campaign, bonus. 3 You can'thope tobe successful | —_)_you should know you are in business if \ doing so at your own risk. 4 Iwill say again that your \co the ruture ofthe company is Ey complaint is unjustified at risk. 4 5 Ifyou play the stock market, f)_ we run the risk of alienating Fy 6 Try not to make a claim on your our more conservative Cy insurance policy this semester, customers. 2 otherwise S Look at the graph, which shows sales of soft drinks produced by Kanko. Then underline the correct adverb in the text. <——— sales ro font ri 1. Tew Rw ast quarter 2nd quarter 3rd quarter ath quarter ‘As you can see from the graph, it has been a rather / slightly * disappointing year for Kanko overall. However, the first quarter was fully / exceptionally? g00d, as sales of our new soft drink N-Ergy rose steadily / dramatically > Unfortunately, owing to unexpected production problems, sales fell sharply / steadily * throughout the second quarter. They then rose slightly / sharply 5 until the end of July. The rest of the summer was badly / slightly less successful, and sales did not pick up again until the first half of September. We were then fairly / rather? confident that we had the situation under control, but sales just levelled off throughout the next two months. Subsequent problems at our Norwich subsidiary, however, meant that sales began to drop dramatically / gradually ®, and there are no signs of a possible recovery at present. It appears that we had slightly / badly 9 misjudged the seriousness of the situation at Norwich and that we were not fully / fairly ® prepared to handle such a crisis. bs[6 Risk © Complete each of the following sentences in such a way that it means the same as the sentence printed before it. 1. There has been a steady rise in sales Sales . leave. risen, steadily. since. 2 The overall po: n shows a gradual increase in profit. The overall position shows that profit wil ., = 3. They expected a dramatic increase in sales withthe introduction of their new soft drink. They expected sales 4 There was a marked growth in turnover, reflecting the group's rapid expansion over the last year. Turnover, ince last winter. winter, 5 INO, the Swedish financial group, has announced a sharp rise in net profits to €1.14bn. INO, the Swedish financial group, has announced that .. anguage work 6 Among electronics, there was a slight fall in microchip shares. ‘Among electronics, ... @ Study these examples. Hu ing 1 Besides organised crime and corruption, terrorism is also a grave cause of concen among executives. ideas g 2 The company is losing direction. Furthermore, appeal. 3 Sophisticated fraud as well as corruption and organised crime is seen as the Griving factors behind the increase in risks 4 Their financial situation is precarious. Moreover, there has been recent bad press about poor working conditions in their overseas factories, 5, There are financial risks involved in addition to legal and operational ones. ross out the two incorrect explanations. The words in italics are used to a) reinforce an idea, add information b) contrast ideas express the cause of something, the reason for something Note: furthermore and moreover are formal words; they often occur at the beginning of a sentence, 's core products are losing © Match the following items. Notice how the linkers are used. 4 We need executives who can manage a) in addition to a reduction in all our prices. Strategic risks properly ———_ b) Furthermore, we need to protect ourselves 2 There are still very few investment against negative changes in customer opportunities in the region. demand. 3 In order to increase our market share, we are ©) Moreover, the government appears to have considering a cut in our profit margin the situation firmly under control. 4 Itis clear that the risk of civil war has 4) as well as maintain good channels of decreased. ‘communication between the key players in 5 Increased competition is a threat to the \, _ ourcompany survival of our company. €) in addition to being able to take decisive 6 What we need to do is always get up-to-date action whenever necessary. information about the risks we face f) Besides, a political crisis is looming. 26)6 Risk Editing @ Read this short text about health and safety in the workplace. ‘+ In most of the lines 4~40 there is one extra word which does not fit. Some lines, however, are correct. * Ifa line is correct, put a tick («) in the space provided. * If there is an extra word in the line, write that word in the space. Implementing a systematic approach to workplace safety will require for a cultural change in many organisations and within the safety profession. All organisations they need to nurture a ‘safety culture’. Company policy and workstation practice must dictate that safety never takes in a back seat to other interests. No one should be tolerate a potentially disabling or life-threatening risk in the name of cost-cutting, productivity or any other a priority. Safety and health considerations must be with an integral part of the ew ovaurwne operating policies of every organisation. The consequences are too expensive when the health and safety are seen as secondary. 10 MOY Wey cihics Describing @ Read this conversation between Jeff Smithson, Staff Restaurant Manager at events _Kanko, and Paula, his assistant. Complete the text with the following words and phrases: and then / at least / apparently. Paula: Jeff: Ihear someone had 2 nasty fall in the staff restaurant at lunch time ... Pretty nasty, yes. You know Jim Perry from Accounts, don’t you? Well, From: [email protected] : [email protected] Subject: Accident in restaurant Te Jim Perry Mary Dawson Please complete an Accident Report Form (RF235) in accordance with the 1998 Safety at Work JS. he slipped somewhere near the salad bar... Paula: But how did he ...? Jeff: . *,one of our attendants had spilt some oil and was about to clean up, but too late .. Paula: Oh deat. Poor Jim! Is he badly hurt? Jeff: A broken elbow, as well as a minor head injury. Pe that’s what Mary Dawson diagnosed. She called an ambulance straight away. Paula: It's really good to have someone with a first-aid certificate around, isn’t it? Jeff: Absolutely... properly warned of wet or greasy surfaces. Use the information in exercise D to write Jeff Smithson’s e-mail to the Human Resources Manager. sgulations . 3 we must make sure restaurant users are5 ES @ i) © 3 Bb = GI Ba DT e-commerce RTE © Complete the text with the best word. Online shopping expected to keep growing In its first annual report, published today, the Interactive ‘Media Retail Group said it expected 4m more Britons to shop .. 20/2... ' this year, taking the total shoppers to 24m, more than half the UK's adult population. ‘The latest figures underline the sharp ... internet shopping in the decade since the aunch of aa Navigator, the first widely available internet , ‘in 1994. While internet shopping £300m of retail sales in 1999, by spending £14.5bn online, according to IMRG. “For a sector to have grown from scratch in 10 years with very litle investment suggests that the internet's time has. ‘come; said James Roper, IMRG chief executive. “Internet shopping is easier, more convenient and offers having to get to grips with it because consumers are