Business Result Blo)aveWettrcdata Rew loum\ Lite a ce) elBusiness Result Intermediate | Student’s Book John Hughes & Jon Naunton Interactive Workbook material by Alastair Lane OXFORD ‘UNIVERSITY PRESSLage 1 | Working life Ed Luis an astronaut who spent six months on the International Space Station, Read what he says about working there. List the positive and negative points of his job. A job among the stars Which things in this list are the ast important:2 01,02> When Ingrid was a child she wanted to become a doctor. Mansour's ambition was to be a pilot. Listen and find out 1 what they do now 2. what they like / dislike about their work. 3. How near are they to their childhood dreams? 4. Work with a partner. Match the words from the list to definitions 1-11 {fun varied challenging routine depressing stressful ‘glamorous worthwhile rewarding dull demanding 1 a gaod thing todo: 2 boring: 3 needing all our effort and attention: = 4 dificuk ina satisfying way: 5 lively and enjoyable: 6 7 a 9 looks attractive from the outside: — predictable, the same every day: ‘makes us feel unbappy: different, not always the same: 10 makes us feel worried or anxious: 11 makes us feel good: Y) For more exercises, go to Practice file 1on page 102, 5 Worle with a partner, Describe these jobs using words from 4 Example: Being a teacher i quite o challenging 00 because you have to each trae groups of people who have dffren abilities 1's also very rewarding 6 Work with a partner or in small groups. Describe your own job using words from 4 @ » Interactive Worktook » Glossary ayn Bupyom | T UNTUT aecs meee Cama Socializing | Introductions and saying what you do 1 An NGO is @ non-governmental organization. Amnesty International and the Fairtrade Foundation are two well-known NGOs. Can you think of any others? 2, 03> The Culham Health Trust is an NGO based in New York. Ithas invited its key personnel, sponsors, and fundraisers to its headquarters to mark its 20th anniversary. Listen to these two conversations. Which is more formal? How 0 you know? 3 03> Listen again and write notes in this table. Job and responsibilities Lae Akele Jo Johansson Walter Mayer 4 Putphrases a-h below into categories 1-3. Then decide which are more formal ‘and which are less formal 1 Introducing yourself: 2. Introducing someone else: 3. Responding to an introduction [want you to meet Thisis ['m delighted to meet you [im very pleased to meet you too T don’t think we've met. Pm Nice to mest you would / Té like to introduce you to My name's (GN, «5.040 Listen and complete these sentences, Tip | actually 1 Well, fund applications, Use actualtyto mean in ft, not 2 Well,m________ our sub-Saharan Aftica operations at the moment, or rit now. Is @ at projects and make sure that the money is well spe Ee 4 their medical donations programme, ‘A Which part ofthe States are 5 [___all the inter-governmental work. ftom Ontario, in Carade. »F actice file 1 0n page 10 . a ame6 Work with a partner, Choose a job from A, but don't tell your partner which one. Describe the job's responsibilities using words from B and phrases from 5. Your partner must guess the job. ‘Example: A This person deals with customers an i responsible for responding to complaints B Ishe/she an aftersales assistant? budget, marketing director personnel ore customers administrator oe website ‘ees travel designer _ finance controller product development . human resources projects lab technician — training recruitment after-sales publicity team assistant complaints cid money machinery 7 Workin groups of three. Each person chooses a job from 6. 1 Student Introduce yourself to Student B, and then Introduce Student C to Student B. Find out about each other's jobs and responsibilities. 2 Change roles and use your ovin jobs and responsibilities. Work together and find aut ‘as much as you can about each other. @ ® Interactive Workbook 9 Email Practically speaking | How to express interest 1. Which of these phrases is nor. direet response to something someone has just said? 1 Really? 2. Arecruitment consultant? 3 That sounds 4 Sotell me, 5 Ohsight 2 Complete this conversation with phrases from 1 above. 1'm a recruitment consultant. ‘Yes, oversee recruitment forten of our key accounts ° really demanding, — what exactly does your job involve? Well, I'm responsible forthe department's spending. + De you enjoy your job? ‘ove it. ite great to be in 2 such a postion of responsibility think I'd find it stressfl Wean be at times, pero PER ee 3. 05P Listen and compare your answers from 2 above. 4 Work with a partner. Tell each other some information about your job. Respond with phrases from 2 and try to continue the conversation. ‘Example: A Lwork twelve hours a day. B Twelve hours « day? Wha do you do? Key expressions Introducing yours Helio. Hi in Hello. / Hi My name's I o'tthirk we've met. fm Introducing other people This is | want you to meet Vs keto intteduce you to Exchanging greetings 1m in charge of (+ noun ingd Tim responsible fr (+ noun ing) My job involves (+ noun / ng) Nee to meet you. c {1m very pleased to meet you § {im delighted to meet you = B Saying what you do al Veal witn <= "handle = oversee = a e @ » Interactive Workbook > Phracehank Pee ae Tip | right and really Inthe UX, realy ane right can mean the same thing. They can both shew that you ae interested in what someone i saying. ‘A 1d 2 ot of work 1m Ch B Right. /Really? In the US, night contms that what ‘someane has said is come. ‘A'S, you work twee outs 3 day? 2B Right - four cays 2 week. -Language at work | Present simple review | Frequency adverbs 1 Read this conversation. Why are the verbs in bold in the present simple? Hitoshi Dr Mayer, this is Véronique Denvir, She works for Medicine on the Move. I's ‘sal! medical NGO. Dr Mayer Pleased to meet you, Ms Denvir. So, which countries does your organization deal with? Bo you work in Nigeria? Véronique No, we mainly focus on Angola, We regularly visit villages and set up temporary elinies Dr Mayer And wha funds your projects? Veronique Mostly the general publi, but we also get come government granta, Dr Mayer On, that's interesting, Can I ask who your medieal supplier is? 2. Which of the questions a-d below from 1 1 can only be answered yes or no? 2 require information in the answer? 3 is /arcindirest? 4 docanit / don’t use an auxiliary verb? __ Why is this? So, which countries does your organization deal with? Do you workin Nigeria? © And who funds your projects? 4 Can Lask who your medical supplier is? >} For more information and exercises, go to Practice Bile 1 on page 103, ‘3 Work with a partner. Ask and answer questions about your jobs. Think about the hours you work, the distance from home, your tasks / responsibilities, and your colleagues / partners 4. Now work with a different partner. Ask your new partner questions about his / her first partner. Start each question with Do you know Example: Do you know where Johann works? 5 Frequency adverbs say how often we do something. Complete this scale with frequency adverbs from thelist. rrever usually rarely sometimes often always occasionally YJ] 7 7 Foon 1 2 3 4 5 always ) For more information and exercises, go to Practice file 1 on page 103, 6 Match adverbs from 5 to the phrases in italfes in 1-5. 1 Tworklate once ina while if have a lot of work to finish, 2 My colleagues seer to be strassed all the time. 93. Lharily ever use the phone ~1 prefer ts use eal, 4 From time 1e| go on a trip abroad if my boss can't go. 5 We don'toften meot socially - maybe two or three times a yeer 7 Work with a partner. Ask and answer questions about how often you do these things. Try to keep the conversation going as long as possible. + wavel for work + workat the weekend» have meetings with your boss + eat lunch at your desk — + deal with clients + socialize with your colleagues Example: A How often do-you travel for work? B Once ina while. Every few months, 1 ok > Exercises and Tests @minutes. Youve: ‘+ 2eminitesto talk about your company / ‘+ 2minutes to talk about your partner's company / orgarization «30 seconds to secre your partner, ard note own ftw acton + 30 econds to wave onto the next moetng sd networking fs proving to bea good Solution for mary siessos who smaly wan networking by meeting las of peopl, you to gel results, Contact25 estimetes that each have more chance of meeting ideal contacts fer attendee creates €5,000 worth fnew besiness your business perevent. Sait seems that speed networking How does it work? Each meeting ats Simple effective, ard generates results ‘Contaci25 aganizes businessto-business speed netwotking ever, At these events partetpants havea series of min: meetings ath new contacts. The idea's thar within a fey Frinutesoftalang to soma hoy wl now whether itis possibleto do business with them, This makes ta very efficient form of business ‘Why is networking important? What are the advantages and disadvantages of speed networking? Contact25 is thinking of going international. How could they make international speed networking possible? ‘You are going to participate ina speed networking event. Be yourself or choose & profile from File 01 on page 185. Make a note of your name, what you do, the name of your company / organization, what it does, and your personal and professional reasons for attending the event. ‘Work in small groups. Follow the rules of speed networking. Try to make as many useful contacts as possible and make a good impression on the people you meet. Foreach meeting * introduce yourself, say what you do, and who you represent * explain what the company / organization you represent does and why you are at this event 7 + listen to your partner do the same as above and take notes «give your partner a scare from 1 to 3 based on the folowing would never want to work with this persor 1 might want to work with them but [need to about them. = 2 paints 1'm definitely interested in working with follow this up immediately’ = 3 points nat you are going te do next with your conta 1 point nd out more his person and will ‘Tell the group who your most useful contact was, and what BURL ay Deena ee eee eta aE an essential management ere eg ee Contact er eet ae Co EYTS ona)ae ie Saal | ) : Vig Y \kS ‘aie a, * YE 2 Projects [A commitment to volunteerism2. Label these items with the words in bold from the text in 1 eas agreed that jonas wil * Took at ways ofcutting spending 5 june: complete decorating « talkto the bank about aloan 6 june: safety checks « aim ta palance the books in [ne omcal opening 6 months. Venue €2,000 ing expo * Aang ia : ok teeping Transport eas0 + ns how o operate 2\ Total 6,350 2 vary of compete sata 3 + Speats Eaglih and 4 a Spanish oO spaloid| Z uN 3. 06b Samira s telling someone about the volunteer project that she is working on. Listen to these extracts from the conversation and answer questions 1~2. 1 Which items in 2 does she tall about? 2. What does she say about each one? 4. 06> Listen again and complete the phrases that Samira uses in coluran A. Then work ‘with a partner. Take turns to cover column A while your partner tests you using the definitions in column B. ‘Example: A How can you say finish on time’? B ‘Meet the deadline? A Yes A B 1 the deadline = finish on time 2 fall schedule ‘make slow progress 3 catch get back to the original schedile 4 beback track = work tothe predicted schedule 5 finish schedule = finish before the planned date 6 resources = make use of people, money, time 7 stay budget = spend the right amount of money 8 tasks = give people different responsiblties —__ 9 get______arase = doajob ». updates = rovsiverepore oa igiete Tip |'in time and on 5. Workin small groups. A colleague has been asked totake overrunningaproject “lime for someone who is off sick. He / she has never managed a project alone. He / she __In time means having enough time has asked you for advice about how to manage the project and the projectteam. _to Be ble fo do someting suss what advice vou will give him / her. Then tell the class. Ife leave now, wel be there in ‘Example: He / she needs realistic schedule to meet the deadline. {ume forthe meeting. (On tne ean at the corect time YD For more exervises, goto Practice file 2 on page 104 have to be at work at 9 a.m. and 1 aways arive on time. Fm never late, but! dont keto be early ther aaa @ » Interactive Workbook 2 GlossaryTUT a MOOT ere 1 a(n TU Meetings | Updating and delegating tasks 1. 07> Jamie Ortega oversees several volunteer projects in the Chicago area, He is calling Samira Khan to ask about the progress of the community centre project she 000 Sekine Lissa crcamvcice aati nav an aaa Sool Call Samica Kran Gommunsy cent) 7b Listen again and complete these phrases. mee: 1 How over there? teal an Tee eee 2 Well, so far —__ a 3 Brethings = 4 Sowhat's —___ — the decorating? sone 5 Were — teeing 6 And where the lighting? _ 1 Wee im fag ~ 0 Spitealgoingacconing— 3 Pathe phrases fom 2int thse categories < dbgtran pio > Grin m waa © Summerang 4 Wor a peta Loot hss orn ofc ios Akad answer {heston about the profee using pase fom 2 Shang Witt proce vain hed ty? 3 Weveonienst task Deadline Date Rnished Order headed stationery 10705 0/05 Order new furniture 10s ios wm Seer nitvnscaristocionss 0s Tod Iseuestafrwithnewbaiges 1/05 “Mts Tip | Dates Paap pa 18/08 ontsing Dates wit tty he Fe 5 tor tien totite manta baween Suni, Jenin xadcaa eahiint, Joi and ‘American English the month comes Heuno. Who agreesto coe dab hecere rtet English); 05/20 (American English) 3. paint the ceiling?Fk 6 08> Listen again, Mark 1-10: A (allocating a task), 0 (offering / agreeing to doa task), D (declining to do a task), or § (summarizing). 1 Weneed somebody to be het Can you doit? Leave it with me. Jean go there this afternoon if you want. ‘Why don't go there now? ‘Ya prefer now ifuia’s OK, — FUcome with you, then. ‘You can carry on with the rest ofthis paint. —__ {im sorry, [have an appointment. 10 So, you two are goingto get the paint... —__ 1) For more exercises, go to Practice file 2 on page 104 7 Work with a partner. Some students are visiting your company and you need to: ‘book a room for the talk (task 1), get name badges (task 2), organize refreshments (task 3). Have a conversation using this flow chart A AskB to do task 1 B Agree, and ask A to do task 2, A Decline and give a reason, B Offer to do task 2 A. Ofer to do task 3 B Recap. 8 Work with a partner. Two project update meetings took place yesterday. Student A, turn to File 03 on page 136. Student 8, use the information below. ‘Student B: You went to the Project 1 meeting. Your partner went o the Project 1 ‘meeting, Your partner will eall you. Tel him / her about Project 2, ther find out what ‘is happening with Project |. These are the things you need to know. Key expressions Asking for an update How are things goine? Whats happening with .2 Where are we with ..? Giving an update So far so good, Everything's on track, We're (ring) Welve finished / completed .. et. ‘Allocating a task Can yeu .? You can | 7 We need somebody / you to Offering to do something Why dont. rH Ian. if you want Leave it with me. Declining to do something 1m sorry, ean" tim afraid l'm busy. 1d prefer not fo (that's OK). syaloid| Z HUN ‘Summarizing So, torecap X is/am/are gong to Is all going according to pan. @ » Interactive Worithook >> Phrasebank © D Interactive Workbook > Email aa EN SAS Practically speaking | How to start and end phone calls 1. Complete phrases a-fbelow. Which ones can you use to 41 start a call? 2 end acall? — fa Timreturningyour—__¢~__(name)here, What can__roryou? b Thanks yourhep. d —_forcalling. | T'm__about / for /10 2 Work with a partner. Have three phone calls using phrases from 1 ‘© You want to know the time of meeting tomorrow. ‘= You want an expenses authorization form. + You are calling someone back with information about your holiday dates,Language at work | Present simple and continuous 1 Look at the verbs in bold in these two sentences. Which tenses are used and why? 1 Pim calling for an update 2. Iget updates from people every two days. 2. Read these two questions. Are they talking about now or in general? Why do they use different tenses? 1 What's happening with the decorating? 2 What else do we need to do at the moment? 3 Complete these rules with simple or continuous. 1 Use the present to talk about general facts or regular actions. 2. Use the present to talk about a current action or temporary project. 3 Some verbs are not used in the present __ when they are talking about states, not actions, For example: understand, lke, know, believe, mean, need. 4. Choose the correct answer from the words in aus 1 What ise doing / does he doin my office? 2. He fixes / i fixing your computer 3. He is knowing / knows what is wong with it now. 4 He repairs /isrpotring computers every day ~ that's his jb, 1) For more information sind exercises, go to Practice file 2 on page 108. 5 Work with a partner. Ask and answer questions using these prompts, 1 what / you / work on / this week? 2 you / like / travelling? 3 how often / you / work late? 4 you / have / any problems at work / at the moment? 5 who / you / talkto/ right now? 5 how many people / be /in your English lace today? 7 what / you / think / at the mement? 8 you / understand / the word ‘deadline’? 6 Write notes on the notepad below about some current events or activities in your life. {Give a mini presentation tothe clas v 2 Listen to other memb ing your notes, 3 the class and prepare two questions on their presentations,_Enviu fan interattonal organization which awareness among young people of socia helps young people develop profitable and environmental issues. business ideas that have a postive effect on _Enviu and Dall are cooperating with be environment and the laeal community. the Technical Univesity of Delft and the is veorking in partnership with the Development Board of Rotterdam, Around architectural firm Dallon an exciting rew 80 volunteers, mostly students and young project a sustainable dance eb in the professionals, are working on the project, of Rotterdam, “They're heiping to construct and equip the The lub will have a lw impact ont club ready forthe launch party in a fe enviranment, recycle energy, ani raise weeks! time In what ways are nightclubs environmentally unfriendly? How could you make one more environmentally friendly? Listen to one of the volunteers talking about the project. Compare what she says with your answers to | and 2 above You are part of the project team planning to open a sustainable club in your city or town, The project is nearly complete and you are now planning the launch party which will take place in one month. Read about the key tasks that need to be done in this table. The venue ‘The launch party Publicity Finalize installation of |—--Confirmall DJs and special Print leafets and leetrical equipment events posters Frishte decoaion Confort ood ~ Sar drting Spindanintacaen “amen, SRS iy Receive delivery from food — Install ttohens and titre Receive delves prhas te webede Hire and train sta Organize a radio advertisement Rass ua) eet Hea ae Tera RR ae Server emer en) eee rene emer siete nin cee rcs errr fee ere erat eee cere Sree ihenrenhany earns es) The project team has divided into groups, A, B, and C. Each group has different responsibilities. Read the information for your group. Group A, turn (o File 04 on page 138. Group B, turn to File 11 on page 138, Group C, tur to File 20 on page 140. When you have read your information, hold a meeting to discuss the key tasks. Make sure you know at the end of the meeting exactly what needs to be done, who will doit, and when, + Update the other members of the project team. + Make a note of the tasks that are complete ané of al have to be done, + Discuss ava team how you will proceed + Allocate tasks and create a schedule for completing he tasks that acne etWhat is worl ife balance’? Why should employers ccare about work-life balance? Is there a ‘long-hours’ ‘working culture in your country? Leisure time Read this article and answer questions 1-3 1 Do you work similar hours to Todd Finck in his old job or his new job? 2. What does Todd tell his employees? Do you think he is right? 3 Could you do the same at your workplace? Why / why not? No more late nights After working fifteen hour days fr most of is cater, Tod Eick, 42, let his sles ab and stated [RT Mobile Computers He wanted tc ‘and have ime for hs wie and yo Nowadays, Todd leaves war assigaments home albonot allowed, ‘This is a quiz about your worilife balance. 1 Complete the quiz. Then add up your scares and turn to File 2 on page 135 2. Do you agree with your results? Find out your work-life balance Wrte 24th statements true for yo, ts mostly true and oifit snot tre, fe for outs sand hobbies 1 thave pent iy do overtime if3. 10> Work with a partner. Listen to this conversation between two colleagues, Nina and Florin, Student A, listen to for her? Student B, listen to Florin. Which parts of the quiz.can you answer for hhim? Now compare Nina and Florin’s work-life balance. Who do you think has a better work-life balance? 4 Mateh these verbs from the quiz in 2 and audlo 10> to the words in 1-4 take make do wort - exercise / work / overtime me somewhere / some holiday / paid leave / time off late / from home / flexitime time / useful contacts / progress 5 Work with a partner. Talk about the following using words from 4 + atypical week (Example: regularly work,fom home ..) «+ this week or last week (Example: made a lot of progress ast week.) ‘+ your holidays this year (Example: ike to take three weeks.) «the company policy on overtime (Example: We do three hours extra...) 6 Work with a partner. Use adjectives fram the list to describe the activities in the pictures. ‘exciting boring relaxing Interesting frightening exhilarating tiring ‘enjoyable hard werk 2 al an . a “wy 7 Work with a partner, Take turns to deseribe what you do outside work and why. ‘Example: I cook alot because its relaxing and tneresting to create new dishes 8 11 Alot of adjectives in 6 can have an ~ing ending or an -ed ending. Listen again. Which ending do you hear? Which form of the adjective describes how a persan feels? 1 I got home at about midnight 'm really tre f tiring 2. I'm taking the kids camping tomorrow. They're so exited / exciting. 3 Imade dinner and watched s bored / boring documentary about plans, )) For more exercises, goto Practice file 3 on page 108 9 Work with a partner. Say what you are + intorasted bored with © tired of + exhllarared by + excited about © frightened of, 10 What's your ideal balance of work and leisure time? Think about the following. ‘Then work with a partner, Take turns to deseribe the current situation in each ‘area, how you might like ta change things. and how this would make vou feel + hours worked in the week «activities outside work + hours in the office + number of weeks! holiday per year + type of job types ofholiday @ » interactive Workbook »» Glossary 1a. Which parts of the quiz can you answer ud au) aunsiey | ¢ wun Tip | really and so Use mato so od wpa Frnrely ented, noted, Tel i aire fem ahiaatng Ne ta when eu use eat wth the rete fm you can ay eter ofthe flowing Tea ot ie cing 2 dont rely hie cine The poston ora 1 aes yea enphace, The speeder Tallies Sing ve tan the etry amanTUE ALSO TU ore 1 MCE CLE Exchanging information | Talking about leisure | Exchanging ‘ontact details 1 12> Mirella Lyrio from Brazilis on a three-month work placement at a Swedlish ‘company. Itis the ond of her first week and she meets her line manager, Leif Gunnarsson. Listen and complete her notes. Department in wook Depastenent in w Travel to: We Ned to bu 2 {2D Listen again and complete these questions. Can you remember Mirella's answers to Leif's questions? Listen again and check if necessary. a ‘working in (HR)? Fig tie oe ene 2 your frst ime in (Europey? pl t 9 a things do you ike doing? infinitive 4 the eccommodation? You can use the ifn orthe-ing 5 the fay? form after the verb ike. British Englch tke srg israrmaly used 3. Work with a partner. You are both warking abroad on a six-month work inl sisal syeretod Gaia placement / contract. Decide what country and department you are in. Then take pera hd pei turns to ask and answer the questions in 2. Change the information in brackets ey stuharlare > Match the phrases from the lis tothe words in italic 1-4, Then listen again In American English ike + the 10 sap paeehainse h b fo th warden nln "Thema gl inne normaly usa for both aE wcusuay xm ‘De ou lite eaing rove ie non isntcrazy about ‘sintrestedin fondo te erat the veshand rth 1 She wants know more abou Human Resources. Engst) 2 He really i 0 You Tike to read novels? 3 ‘American Englich 4 She dose rr ut Brazil5 Work with a partner. Talk about things you like or dislike and about yourinterests Key expressions using this table Example: m realy interested in marketing Talking about leisure and interests 8 = you ke paying enn to relax area of work eg. computers inthe ening? Cy / county. eg Pare Is this your ofice/avourte * Inbject eg mathematics restaurant? Y (really) eae colier What sort of music-do you lke f ‘port 08 G08 things oyu ike dang? Fiend Hows your hotel tan do ou play? 6 13> Listen to the rest of Mirella’s conversation with Leifand complete hernotes. How do yuTnd our county / How does Mirella check her spelling? your ob? awn aunsiay|¢ Wun ‘Talking about likes and dislikes 1 ike realy he ove (+ ing! to... noun) 1 don't ke hate (ing? 0 oun) enjoy / don't enjoy (+ ing ''m (not interested in heen on fond of /erazy about (+ ing? noun) Saying telephone numbers (00 = double zero (ero 210 / °7. Write down two telephone numbers and two email addresses. double oh (British English) 1 Tellyour partner your email addresses and telephone numbers. ‘Say telephone numbers in groups 2 Listen to your partner’ email addresses and telephone numbers and write them Gown, _ of three or four 036 .. 748 w 3 Check you both got them ight. ems Saying emall addresses DD For more exercises, goto Practice file 9 on page 106. Tos dot {8 Work with a partner. Read the information for Student Aand Student Bbelow and —_ underscore plan what questions you might ask or what youmight say about the following. a + accommodation + workresponsbilities free time and interests eat - _ lamer case / UPPER CASE Student A: You are on a placement ata new company. Itis the end of your first week, Checking speling, zs 2 = S tor sugar ‘Student B: Your partner is on a placement at your company. Check thathe /sheis for egg happy with everything. tor Pas, ate ai the couversitlon and exes cuidnot details foe theoweekon @ » Interactive Workbook »» Phrasebank @ » interactive Workbook >> Email Practically speaking | How to end a conversation 11 Which of these expressions signal the end of a conversation? 1 Anyway, Id etter get on 3. IM get back to him in a minute, 2. [need to go now, 'm afraid, 4 should get back to work, 2. {4p Listen to the ends of three conversations and check your answers in 1 3 14> Listen again. How do the people respond to the phrases you chose in 1? 4 Workin small groups. Have conversations on the following subjects. End the conversations politely before starting the next one with a different person. ‘© what you did yesterday evening * a problem you're having st work + Shon cali checkon thee ofa mesting . 21Language at work | Past simple and present perfect {| 1. Work with a partner. Think of questions for these answers. Compare your ideas | with the zest ofthe class | Yes, | did. It was fascinating. ! € Good, thanks. ? 7 | Yes, a couple oftimes.? —_€No, I haven't 2. 15> Itis Monday morning, Mirella Lyrio is waiting for her manager, Leif, outside his office. Listen for the answers in 1. What were the questions? 3. 15> Listen again. Decide if these sentences are true (7) or false (F), How do you know which sentences are false? Discuss your ideas with a partner, Mirella waited for Leif and then left. ‘She went to the museum on Satueday. 1 2 3. Leif went there a couple of times on Saturday. 4 Miriam has never met Mirella, 5 Miriam has organised a desk for Mirella and it's ready for her ty use. 6 We don't now when Leif played tonnis, 7 Before the weekend, we don't know when Leiflast played tennis, 4 Match sentences a-d below to meanings 1-4, 1 Talking about a finished action that tock place ata specified time: 2 Asking about an action / event the speaker doesn't say / know / ask when Ittook place: 3 Talking about a very recent action / event: ‘Asking about an action / event = the speaker asks / knows when the event tole place: ve just organized a desk for you to work from, > Did you go to the museum on Saturday’? © Leifplayed tennis at the weekend. Have you met Mirella? 5 Complete these sentences with since or for. 1 Thaven't played tennis __ages. = 2 Thaven't seen you. + apertod (days, months, years) January, + a specific time (day, date, year) 6 Work with a partner. Choose the correct answer from the words in ialis. 1 I booked / have booked the hotel yesterday. 2 Have you ever ben / Did you ever goto India? 3 Tlive in London now, but I ave lived / lived in Paris from 2000 to 2002, 4 Thaven' sean / aida't see him recently. 5. Last year I have changed / changed obs 6 Did you go / have you been to the meeting last week? 7 Hie has worked here since /forelght years, She has been the CEO since / for December 2006. 1D For more information and 7 york with a partner. Ask and answer questions sbout the following. Start the Tip | Conversations questions with the word in italics. . Tees begs aoe cea your present job / company (How long have 2) rises, o to Practice file 3 on page 107 start conversations. Speakers often + date you joined (When did ye ..2) use the past simple to contioue the + previous ob (What was .7) conversation and atk for / ive more education (Phere did you 2) eta. ‘travel (Have you ever been 7) ‘A Have you been to Bra? + people (Have you met..2) bicdhes + other subjects (Ist havent asked you about.) ‘A When di you go? Ee B I wert two yeers age. @ interactive Workbook 0 Exerclses and TestsWorkin small groups. Each pla another square. Green squares Blue square Pink squares — a player talks to one other player Purple squares — follow the instructions. ‘The player who lands on ‘End’ first is the winner. laces @ counter on ‘Start’. Take turns to rolla dice and move to Jc all the players a question using the phrase move tothe nearest square another player is on and speak to that player Move to anothist player's square. Ask him / her about last night Move to anothér sk another player voce ie “ee Cheek the spelting aE Say hello and ask a thinks of Mexican ote Ce question, food o Move to another Where did you go ‘You make a useful player's square. when you last wen Work some unpaid contact. Have Ask him / heea abroad? Move to overtime. Miss TWO another go. question about his / join a player who goes. her leisure time, hhas also been there Start 4 Check another player's telephone ‘number. How do you find What sort of TI. WY 1 & lll Ask another player (..) eld you...? what he / she thinks of football, Take a day off. Miss ago. Move to another Check another player's square, Tall player's email tohim / her about ast address. weekend then end the ‘conversation politelyWorking with words | Service 1 Read these website reviews. 1 Which of the extrac is about a website for + Lloyds TSB (a bank)? = jan (a newspaper)? om (an online travel agency)? 1 interested in these services? Why / why not? Starting point 1. What services do you use regularly? 2 What do you like about them? 3 What makes services good or bad? mn the web. iceceeemeemenial o4. Work with a partner. Which of the adjectives you underlined in the texts in 1 might deseribe these services? Da you use services like these? 5 17D Listen to four people talking about a service from 4, 1. Which service is each person talking about? 2. How does the service make theit life easier or what does it allow ther to do? 6 Work with a partner. Make sentences using the words in this table. Example: Search engines allow people to ind velevane webstes Search engines help me infinitive Telecommunication allow you ett] companies make it easier for organizations Financial advisers companies Call contres -m people verb Consultants the word (without Legal services to.) Tip | let “The verb ftis followed by a noun and then a verb without fo. ‘7 Make alist of the type of services your company offers or services you often use. ‘They might be financial, travel, legal, or medical. Tell your partner about the benents or tnese services. Dont say Example: My financial adviser helps me to plan my future. cae s rnaee Booking tickets online is eclyeficiet ane! more cost-effective than using eee «travel agent bo say: ae a - nine banking lets me manage © >» interactive Workbook » Glossary imy account fom SAS > SaOIMAS |» HUN 8Business communication skills Presenting | Explaining how something works | Comparing new with old 1. Why do companies need databases? What cort of information do they keep? Do you use a database? If you do, isthe system easy to use? 2. 18> A hotel chain has anew customer database for all its hotels. Its being presented to the hotel manager and her staff for the first time. Listen and answer questions 1-4. 1 What was one ofthe disadvantages withthe old database? 2. When can they use the new database? 3 How is it similar to the old database? 4 Whatis new about it? 5 What does the hotel managers 1ggest is @ problem with the new system? 3 18D Match 1-8 below to a-h to make pairs of phrases. Then listen again and check your answers. "The good news is Itmight seem a bit difficult to-use at first Itlooks very similarto ‘As soon as you Im other words, as well as (ing) The more (On tae one hand .., — (One downside is bot what's different is b italso ¢ butthe bad news is 4 baton the other hand utin fact it's very simple £ the (better) & baton the plus side b 4 Putthe phrases in 3 into these categories. a Comparing an reresting: — Describing what something does or how it w. DD Form 25, go to Practice fle 4 on pagrok 5 Work with a partner. Imagine your company has some new software for storing customer information. Make sentences using some of the phrases from 3 and these prompts. Example: The good news is we have new sofware, bu the bad news i we need six months training. 1 new software + need six months' training 2 prese this button + look for the customer's name 3 the old system + the quantity of information it can store 4 storing baste information + Nas more information 5. information you get + easier itis to target customers 6 the system is more complicated + itis faster 6 Work with a partner. Compare the functionality of the objects, systems, or services in 1-3. Make alist of the benefits and drawbacks of each of the more recent objects / systems. Example: Compared to CD players, MP2 players store more songs are smaller, and mare expensive. 1 CDplayers MP3 players 2, fling cabinets folder storage systems on PCs 3 goinginto a bank using an online bank Now work with a different partner. Take turns to talk about the functionality of 1-3. Example: On the ane hand, the MPS player is expensive, but on the other hand, ican store shousands of sores 8 Think of something that has recently changed st work. Tell your partner about the benefits and drawbacks of the change. It might be a change to ‘working hours / breaks ‘+ how supplies are ordered ‘+ measuring customer satisfaction @ » Interactive Workbook » Email Practically speaking | How to introduce information 1 19D Listen to 1-5. Notice the stressed words in bold and the pauses (/) after the introductory phrases 1 Asyou know, / we have anew customer database 2. Sothe purpose of today /is for you te start to become feiliar with 3 As say, / the good news is 4 Now. / upon the sereen you can see 5 Inother words, / as well s giving the customer more of what they want 2 Match the sentences in 1 to functions a-e. ‘Repeating something you have already sald bb Explaining a feature in a different way’ Giving snformation that is already common knowledge! 4. Explaining what is going to happen: € Introducing a new itera: — 3. Give a one-minute presentation to your partner about how an object in your classroom or office works. For example, the CD player or the answering machine ‘Try tw use all ive of the introductory phirases from 1 in your presentation. Key expressions Explaining how something works Lot me oxplain now it works. ‘ne / the main thing te note is What happens is. Basically, Wea bitte Yau can se what happen when you As soon as you .. isla to Explaining addtional features an benef ic Cuchaceatietivistat. = | fs wel 2s (+ un it aise =, The mor. the beter the) e Asking questions about Fe functionality 5 Wa et me. (vero? 8 Nt alow me. (+ infitve? a How des it know what toda? e What happens when 2 2 comparing 8 On the one hand. but onthe 3 ather hand a “he god nen is but te bas Whereas before. we no 1 ks very sila. But wats diferent is Umit seem. but infact (ne downside. Bt ont is side (One benefit is that. though a drawback might be... @ » interactive Workbook >» PhrasebankLanguage at work | Comparative forms 1 A hotel manager has received these comments from staff on using the new customer database. Complete their comments with the correct form of the adjectives in brackets. (easy) to find their information. ? 2 Git takes a little (long) to learn 2 6 When customers call, it's slightly 2 610's definitely not as } 3 Ww to use it. 4 ven the customers seem to be noticing the differences. They are far ___ (positive). ? 5 61m general, | thin! 's a great deal (good), (slow) as the old system was.? Read the comments in 1 again. For each comment, decide If the improvement of the new database is big or small or if there is no improvement, Correct the mistakes in this dialogue about a new office, ‘This office is more noisier than the last one. ‘Yeah, but at least it's not as darker as the od one. ‘Thats true. just wish it was biger It's much convenienter for teamwore though ‘Yes, bt it's much more worse far concentration. [think i’s as good than the last office, but in different ways Well, you've always heen more tolerant that me Pore e> Decide ifthese intensifiers indicate a big (B) or small (S) difference. slightly a great deal___ nearly as...as___not anything like as... as alittle significantly farmore much ess marginally not nearly...as— alot __ 9) For more information and exercises, goto Practice file 4 on page 102, ‘Work with a partner. Your local supermarket has changed its layout and updated its website. Take turns to ask and answer questions from this customer feedback form using the adjectives in brackets. Circle 0, 1, 2, or 3to show your partner's opinion, Bxample: A What do you think ofthe choiee of goods? . B The choices slightly wider than before, (Student A cicles (2) on the form.) Feedback form Level of improvement (0 = got worse, 1 = none, 2= some, 3= big ‘what do you think of the chico of goods? (nice) 0128 How easy iit ind ilems? (238) ° 23 What do you think u! ie wll tthe recht? (ag sa) ° 23 ‘What do you think ofthe café and children's area’ (good/bad) 0 23 What do you think ofthe website? (user-riencty) ° 23 ‘Work with a partner, Compare your present job with your lest job. Choose your own adjectives or use some from the list to talk about the areas below. ‘Plenaty tong seresful challenging helpful modern ‘onvenient fost comporioble dificult interesting = yourcolleagues + youroice / workplace» yourresponsibiltes * your working hours + your journey to work Ok ctive Workbook 9) Exercises and TestsBOe sca Crd f staff are dissatisfied (D) ee i aren am Gee gee Gc ieee eee When Nike World Headquarters relocated travel costs, or vouchers that they could ae 10a saburb outside Portland, Oregonin spend nthe cafsteras at work and at ike ones AkicUSA, the mangement decked to save stores. twas a pupular progtannme, but big money by building tower car parking spaces. it was expensive and ificut to monitor ce t the new site At this time, 98% of Nike's They then intraduced a new system called Cae eet ‘employees reve alone to work, and there TRAC Travelling Responsibly? Acceot the pe eiCaies = wete too many cars forthe number of Challenge. TRAC gave employees information rer imame parking spaces about publictransport cycling routes, and an ees ‘Management soon realized they n ‘arsharing nd offered monthly prizes to 3 willingness tot enpletodrveta work employees. The company also started to pay ee alone. They stared an inconewve-based 72% afthe costaf bus and ral passes. eis te programme ~emlayees who shared car he percentage ofemnployees driving lone est RD journeys, cycled to work or used public to works now 78%, However, the company ae ransport received money towards their would keto reduce this figurestil further. What are the advantages of not driving to work for 1 theemployees? 2 the company? Pee Mar ETT) E 3 the local community’ What could the company do to reduce the number of to work even further? ployees driving alone ‘What alternative means of transport would you consider using to get to work? Give your reasons. Work with a partner. You both work for a large manufeturing company. The commuting situation at your company needs to improve. Read this information. + Your company employs 30% more people than it did two years ago. Aga result there are too few parking epaces and tis unable to get more space for employees’ cars + Traffic in the areais geting worse and employees travellin in traffic jams and arrive at work late, feel 1g by car are often stuck ery stressed, Hold a meeting with your partner. Take turns to report some recent relevant data, Make notes as you listen. Student A, turn to File 05 on page 136. Student B, ‘turn to File 12 on page 138. Make a list of ways to improve the situation, Will you need to change the system of parking? Can you change the working hours? Perhaps you ean encourage alternative means of transport for employees, Present your ideas to the class. Explain how the new system will work ané explain its benefits compared to the current situation. Your audience may want to ask you questions about how it will work. eeei = Ba 5 Customers Read this information. What does Technogym do? Who are its customers? Technogym ‘i3 Which sections of the website in 2 should these customers click on? 1 ©L want to download a copy of the instructions for your treadmill. 9 we're interested in having a small gym for employees in our office building but I don't think there’s space tor it. 3 3 6 would it be possible to get some more information about your products? 9 4 61d like all of my staif to understand how the machines work. 9 5 © 1 can't seem to change pe speed of the treadmill. 4 Complete this table with words from 1 and 2. Noun Verb t serve - 2 satisty satisfied 3 supply supplied 4 care caring i— expect expected 6 require required we produce = 5 Complete this text with the correct form of words from the table in 4 Customers always" and? They are are not met, however, tthe role ofthe customer? a company to? (tthe them with top-quality goods ave met thei department to try to sort, ‘ut any problems. Ithe customer receives efficient and helpful ®_ andfeels that the company really about them, ths willesult na happy customer who fs ‘more likely to buy the company’s. and services again Complete these questions with the correct form of words from the website sections in 2 to match the words in brackets. 1 What kind of customers do you =? (help) What do they usually 2 need) 2 How do you ___ their needs? (evaluate) 3 Isthere a department at your company which continually customer service? (checks) 4 What do you thinleis one way to satietion? (guarantee) ‘Are you able to 24-hour-a-day support to your customers? (give) Ist important to be able to your produets or services? (adap!) 1) For more exercises, goto Practice file 5 on page 110, ‘Work with a partner. Ask and answer the questions in 6 using the words you found in the website sections in 2 ‘Think of service you know well. It could be your own company's product or service, or one you have recently bought or used. Present this product or service to theclass, asif you are trying to promote it to them. Explain what makes it so good. (© > Interactive Workbook »> Glossary syawoisnd | S Wun [eer ee ence Tip |"eustomer, client, and consumer A customers someone who buys a standard product ar service A cllents someone who buys an snaiwuay designed procuct or service, for example, financial sevice Consumer is 2 general term to tak ‘bout any person who buys things, rot a specific product or service.SUES aM OO MUTE Cer 1 ACOA SLCLA Exchanging information | Getting information | Making and changing arrangements 11 20> Listen to this phone call between Elena Schenker, the facilities manager of a hotel chain, and Sergio Lanese, a Technogym representative, Complete Sergio's notes. What information does he ask for? 1 ¢ 2. 20> Listen again and complete these phrases for getting information. Ahan of 4 and 5 1 Télike to your services holes in Suzan 2 Can you alittle more? ‘ a 3 Were updating Taiwan 4 Is that something you 2 5 Woulditbe someone 10 ..? Elen 3 Work witha partner. Student A, you are a hotel facilities manager. Turn to File 05 ‘ on page 138. Student B, you ae a sales representative for Technogym. Answer ‘Your purluer's phone eall and ask forthe same information as in the notes In| Ten change roles. Student B, turn to File 14 on page 138. Student A, use the notes in 1 4 21> Listen to the end of Sergio and Elena's phone conversation and answer questions 1-3. 1. What do they arrango? 2. Whats planned for the 30th? 3. Whats planned for the Ist? 5 21D Listen again and complete these sentences. 1 Canwe meeting the 2 about Tuesday the 31st? 31 the Wednesday, 4 The ist of February? Yes, that me. 6 Work with a partner. Take turns to anewer the phone and make arrangements for the situations below. Use this fow chart and your own diaries if you want. A Answer the phone, BB Suggest an arrangemen A Agree and suggest two possible | Semana ee Seer Sree B State your preferred date / time Tip | make 1K Agree and say goodbye Make has many uses. Here it means to attend + meeting to plan + visting your new company headquarter {can't make the meeting. = can't + celebrating your birth + an aoniveesary di attend the mesting * playing \ 1 ____ ln7. 220 Sergio calls Elena again. Listen and answer questions 1-4. hat isthe main reason for his call? 2 What else do they tal about 3. What can't Sergio make? 4. What do Serglo and lena move back ) For more exercises, goto Practice file § on page 110 @ Read th sentence and then change the diary page helow. 6 Fabio can’t make the 27th, so we'll bring the meeting forward a day and move the tour back a day. ? 26 27 28 930 om N wera row a OD P™ ©. Repeat your calls in 6 but now you can’t make the appointments. Change the arrangements to a new time, Use this flow chart and your own diaries if you want. ‘A. Anawerthe phone. B Give yourreason for ealing ‘Apologize and explain, Suggest alternative dates / times A State your preferred date / time B Agree and say goodbye @ ® Interactive Workbook 9» Email Practically speaking | Starting a conversation on the phone 1 2: After that the calls may be more conversational. Match phrases 1-5 to responses ‘a-e, Then listen to five conversations and check your answers, 1. Sorry for calling so late 2 How are things? 3. Isthis a busy time for you? 4 What's the weather ike? — 5 Hello, Anna. This is Jamos. No, Fm not too busy at the moment, Ic really beautiful and clear. Everything's going fine, thanks. Hello, How are you? Don't worry ~ I don't usually finish before 7.00. 2. Work with a partner, Start a phone call. Use phrases from 1 or your own conversational openers. > The first time we speak to someone on the phone we are usually quite formal, Key expressions Stating interest Vike to tnd out about We're interested in Asking for information Can yu tet me a litle more ..2 Is that something you deal with? Would it be possible for ..? Suggesting arrangements Can we fix arrange a date forthe meeting? What / How about the 30th of Janusty? Stating a preference Vd prefer the Tuescay. Tuesday would be better The 31st good for me Thursday suits me suawoysn9 |g HUN, Changing arrangements Sorry, | ean't make the Thursday. Im aa | can't come on / make Thursday, Can we move it back 1 Ficay? (Can we bring it forward to Wednesday? The afternoon is fee /comveni @ » interactive Workbook >> PhrasebankLanguage at work | Present simple and continuous for future use 1 24D Listen to these sentences. Choose the correct answer from the verbs in italics, 1. We come / ‘re coming to Switzerland next month. 2 Customers often comment / are commenting on tis. 3 Leal fm cling for some information 4. My trip begins / is beginning on the 30th of January. 2. Which sentences in 1 are about the future? Which of the sentences you selected in 2 deseribes a an arrangement? b aschedule / timetable? 4 Complete these sentences with simple or continuous: 1 Use the present 0 tall about an arrangement forthe furore, 2. Use the present ___ to talk about a scheduled or timetabled event inthe future ) For more information and exercises, goto Practice file § on page IL 5 Complete this email with the present simple or present continuous form of the verbs in brackets, = Dear Elena 1!__ (write) o confirm that we 2 (meet) on Thursday at 2.00 p.m. My train 3 (atrive) at 12.30, so there shouldnt be any problems. One of aur technicians (Come) with me, He's called Mario |We look forward to seeing you Sergio 6 Work with a partner. Look at the diary and make sentences in the present simple or present continuous using prompts 1-9, Example: I'm going to a conference next week ‘The conference starts on Tuesday. 1 go//conference 4 conference /start 7 ‘fist session / start 2 have /team meeting § fly / Paris 8 Fight / leave 3 have / en 6 speak / at conference 9 presentation / tart May 6 wonday ‘ 7 Tussday ee reer 8 Wednesday Tip | Action and state 3 Thursday verbs Remember that some vers (state \erbs) are not used in the present ntinucus when they ae talking about states, not actions. For ample: understand, like, know, 10 book > Exercises and Tests @ » interactive WoLecia a) Pe a Limewood Spa is an exclusive country house hotel and spa. Ithas a very good ation, but recently it has received negative customer feedback on several Deed rr pu Limewood trimeintei Yerlo Spa vigorous Bie ai = eee ey St is hotl is se in a most bosutful lation. The problem was the restaurant. The service was, Ce poor andthe food itself was expensive and not very good. When we rmetioned tis to the ‘manager, she sald that we were the only peopie comping so things cold be that bad “Te room was very rice, and the sting is wonderful. It's a shame the stat arent more elu Tha tel was very clenn and yc coud se that the roms had been refurbished recerty, The health spa in the basement wae ofa realy Fighstandaré. The main problem was tat the sa jdt seem intereste, anc only realy attended to our nods when we asked them” ant at 934 (tobe exact), onto be told thatthe kitchen osed at eteo late fr diner!" We artved in the rest 9.30 and we Based on the information in their brochure, what would you expect as a customer at Limewood Spa? Do you think they are living up to their good reputation? Why / why not? Is itimportant to act on customer feedback? How much do customers’ comments affect business? How should Limewood Spa respond to the negative ‘customer feedback? Limewood Spa needs to do something about the bad feedback it has received from some customers. The hotel manager has decided to contact a firm of business consultants for advice. Work with a partner. Student A, turn to File 07 on page 137, Student B, turn to File 13 on page 138. Read the information and follow the instructions. ‘You are now at the arranged meeting. Brainstorm some ideas for how the hotel can offer better customer service and guarantee customer satisfaction, Discuss your ideas ‘and what you are going to do. Present your ideas to the rest of the class.How often do you have business guests or Why do they come to see you? How do you enter them (ifatall)? How often do you travel for work? What do you think of the hospitality you receive when you travel for work? How much you have fo or enjoying yourself? Do you prefer being the visitor or the host? Why? Read this information from a recent survey of business travellers and answer questions 1-2. 1 Are most business travellers positive or negative about business travel? 2 How close are the viows ofthe travellers inthe survey to your own views? Travelling for business — love it or hate it? and virtual meeting cana place face contac ree quarters of business travelers AA Sevilleis an important destination for business travellers. Ithosts many conferences and exhibitions. The local chamber of commerce is doing a survey at the airport to find out why business travellers come to Seville. Listen to two interviews and complete this table Travelled Reason for visit Plane (professional / person25> Listen again. Match the words from the list to definitions 1-10. conference entertainment exhibition facilities hospitality nightlife salty visiting interesting buildings and places as a tourist large meeting where people with the same work or interests come together: tho place where a conference or abig event is held: —__ space, equipment, and services provided (e.g, by a hot!) fviendly and welcoming behaviour to guests: ‘type of food or product that a restaurant or place is famous for: things to doin the evening (e.g. bars, restaurants, etc) somewhere you go to see different produets or warks of art a short, organized trip made for interest or pleasure: 10 activities which people do for fun and relaxation: sightseeing sp 4 Work with a partner. Cover up your answers in 3 and take turns to test each other with the definitions. Listen again. Match a word from A to a word or phrase from B to make anew phrase, Then mateh each new phrase to pictures a-h, hi - § Facet iat =o Tock (someone) off check up. a meet (someone) up show in erp up with eat (someone) around YD For more exercises, goto Practice fle 6 on page 112. © Work with a partner. two visitors are coming to speak at a conference in your nearest city. You have to look after both of them, Use the information below to ‘create a plan for their visit. Decide what will happen (and when) froma the time ‘you pick them up from the airport. Use words and phrases from 3 and 5. vitor Vitor Friday 16.30 Friday 10.30 Arrival Time of presentation Saturday 9.90-11.00 Saturday 11.30-13.00 Departure Saturday 16.30 Saturday 15.00 Preferences / requests + wantsto see conference + neds one hour on venue and facilites on Saturday to prepare / set Friday Up presentation ‘+ wants an eany mignon» (nkes ivaly evening Friday entertainment «+ likes traditional food “+ wants to see the city ‘wants to see the city Wants t go shopping © » interactive Workbook 9 Glossary Tip | travel, trip, and Journey Trae!) ved a ver 7 he oa y ta hrs deci cep bishhess tare, tel arangerens and trv! ages, Dont sar ‘ie yer vee good twel? Dosay ‘yu ave goo ey / tip nie? Juma pod sant tating your destnaton, Tiptsashot vatwth pect purpose (eg Bushes tp). ——EIUSTAT SSM ULTLUTL ere] CLM MSL OL Socializing | Welcoming visitors 1 When someone comes to visit your place of work, what do you show them? Are there any areas which are ‘off-limits’ (private or secret)? 2. 27> Jacinta Ross works for HYB Electronics, She meets Marvin Bernstein at reception. He is visiting the company for the day. Listen to their conversation and complete the agenda for Marvin's visit. Agenda for Marvin Bernstein's visit to HYB Bl Monday 2 October ‘Morning: unehsime: Afternoon: 3. 27> Listen again and complete these phrases that Jacinta uses. 1 our new facility 2 Wsnive to —inperson, 3 So,how was : 4 And did you have finding us? 5 He your coat, 6 Can ‘coffee? 1 OK Come this way end Il today’s programme 8 So, irst of ll, join a tour ofthe facility this morning. 9 Then, at lunchtime 10. He's introducing the tour this morning, but to-meet up with him over lunch, 11. You'll ned this ID eard to get around the site, — you keep iton you at all times. 12 Yes, that. I'l clear it with Facilites 4 Work with a partner. Match these responses to phrases 1-8 in 3 a Likewise, @ Yes, please. Black, no F rihangonto it, thanks, —— Tewas ine, thanks,5 Work with a partner. Have a conversation with a visitor to your place of work: ‘using this flow chart. Student A is the visitor and Student Bis the host. W1 have finished, change roles. you A Introduce yourselfto B B Identify yourself and welcome A. ‘A Respond, B Ask about Ais journey. A Respond. B Offer tea, coffee, etc A Respond, B Talk about schedule. ‘A Respond and ask to meet another colleague, B Respond. Work with a partner. Imagine you are welcoming a new person to the class today. Have a short conversation about their journey to the office / classroom and go ‘through the schedule for the lesson. 28D Itis the start of the tour. Listen fo this welcome speech and answer questions 1-3. 1 Who is Dilip Patel? 2 How is the dav organized? 3. What piece of advice does Dilip give the visitors? 28D Dilip's speech is more formal than Jacinta’s conversation with Marvin. Listen ‘again and find formal equivalents to these phrases. 1 Weleome to...) 2. Youll get a chance to 3 Remember 4 Make sure you DD For more exercises, goto Practice file 6 on page 112 9 Workin small groups. Prepare and give a short welcome speech to a group of first-time visitors to your place of work or study. @ » Interactive Workbook 2» Email Practically speaking | How to make and respond to offers 1 Which of these offers are more / less formal? 1. Would you like a drink? 3 Do you fancy a drink? 2 Do you want a drink? 4. Canl get you a drink? 29> Complete these responses to the offers in 1 with words from the list. Then listen to six conversations and check your answers. would sounds fine tlme love please 1 Nothanks, 'm 4 Adrink good. 2 That be great, thanks, 5 Id one, 3 Yes, — Acoffee wouldbenice. 6 I'maftaid I don't have — 3. One oryouiis the host and the other is the guest. Decide ifthe guest is: your boss, colleague, a visitor you haven't met before, or a regular visitor to your company. Offer your guest these things then ehange roles. ' aquick tour ofthe plant + dinner this evening ‘= Tunc in the canteen Key expressions Welcoming Weleome to It’s nice to meet yeu in person Likewise. Good morning, / Good afternoon. On beralt of It gives me great pleasure to welcome you to Asking about a journey How was your journey? Did you have any trouble finding us? Being hospitable Can get you a coffee? Let me take your coat Have a seat, Explaining the programme Let me run through / go over today’s programme. First of ll, | thought you could Well cach up again tater Jat ‘You will have the cpportunity to You'll get a chance to We're going to begin with Giving extra information Maka sure you. Please be sue fo Dont wony about (= noun / ing. (cant remind you that For your own safety, Ending Before | hand over to May I wish you al an enjoyable visit SIOWISIA »g ssan9 | 9 WUN @ » Interactive Workbook >> Phrasebank OE a eee Tip | catch up Catch up has several meanings. Used with wh, catch up mears see someone again. Wet cath up with each othr iter Used wth on, cath up means 0 et Dack on schedule with werk Ie warn lato ts evening 35 | have alt of work to catch up on ——Language at work | Obligation, necessity, and prohibition 1. 30> Aruna Singh is showing visitors around her company. Listen and answer questions 1-2 1 What happens inthe cleanroom? 2. What isthe biggest enemy? 3. What are the rules about clothing? b jewellery? 2. 80P Listen again and complete this table, necessary “not necessary against the rules 3. Put sentences and questions ah below into categories 1-6, 1 Talking about a prohibition: — 2 Talking about necessities / obligations: 3 Talking about an absence of obligation or necessity: ——__ 4 Asking if there is prohibition: 5. Asking if something is necessary 6 Talking about a rule that isnot very strict Everyone has to wear a special overall Do we have to get undressed? No, you don’t need to worry You don’t have to undress, ‘You mustn't wear any natural foes. You're not supposed to wear jewellery. We need to follow a very strict procedure. ‘Are we allowed to go inside? Y) Form @ information and exercises, goto Practice file 6 on e113, 4 Work with a partner. Finish these sentences so that they are true for you, ‘+ Inmy organization we have to + Luckily, we don't have to At work we're not supposed to ‘+ Where I work no one is allowed to * Ifyouworkhere, you musta... 55 Wor with a partner Cine af yon is welcoming a new collosgueto your pace of ‘work, Tell him / her about the rules you have to faliow. The other should ask questions about the rules, Talk about «phone and internet for private use Tip | Softening rules = Metin ene and regulations © Beak seclathicy Use supposed toto tak about ano what todo abun ree which fen broken oo make there yu ge sound ster ving guests on site sr parking ee + Neeson eg esoreress aaa Gm Interactive Workbook Exercises end TestPeer raa ce eee cd See ee ee ere) at oye from different cultiras ear eee rca ate behind schedule, and several important delivery een neary They create products andervices cr datashavelbeen missed, Also the elationship 7 ha computersndtelecommunetions indusies, between the Swedish managers and thet indian Suemontn ago toy started work onamajer teams geting worse. Mesrrgsto even Jectwithan inden software developer based progress and make decisions ar often very lng. ‘Banglore Anumber of project mansgers form and hec.tcomats noc always cl. There have vedee some them women feloetectalnda alsobeen some communicate problans even sa Swedish soar technology and design ee : Care aeat ‘manage thecifernt pars othe project. They though everyone speaks good English Doe reworking with local manages, 2nd oftwace The Swedes naw se tho Inan colleagues ees icigners and eninees asdiscrganized, efficent and uring ake eee oie ‘ioe the Swedish managers arved things respon. Tholndians think che weds are erie epee havent gene as wellas AKA hoped the too informal and relaxed et otk, dont say what pee eden Sandard of works very high, ut the rojectis they wart, and ae unable to make decisions. ‘Make a list of the main problems. What are possible reasons for these problems? How uld management improve the situation? Ifyou were relocated to a different country to work on a joint venture, how would you prepare yourself? Imagine someone from a different cultural background comes to work for your company for a year, How would you explain your work culture? Think about: dress code, hierarchy and status, attitudes towards time and deadlines, the working day, attitudes towards meetings and communications at work, ettiquette /- politeness (e.g. using first or last names), You and your partner work For two companies involved in a joint venture in the same situation as AKA and their Indian partner. Student A, you are the Human Resourees Director of the Swedish company and Student, you are the Human, Resources Director of the Indian company. Try to find out the reasons for the problems with the joint project and work together to make some recommendations sto how the situation could be improved, You have each received a number of complaints from your own employees about the current situation. Have a meeting to find out why things are going rong, Student A, turn to File 10 on page 137. Student B, turn to File 17 on ppage 139, Make a list ofthe issues to resolve. Work with your partner and diseuss how to deal with each issue in 1 Example: We could ask she Swedish managers to send a memo out saying they would appreciate punctuality at meetings, / We could edvise Swed'sh managers io {get someone to all them onee everyone has gathred for @ meeting Work together. Look at the suggestions in File 15 on page 138. Digesies the pros and cons of each suggestion then choose one to recommend to the management of the joint venture (Swedish and Indian). Present your choice, giving reasons, to another group. @ ceed N060CUMEEE. eeWhat security measures can / do youuse to protect your home and Possessions? ‘Which of these security measures do you use at work? Why is security an important issue for companies? Read these a icles and answer questions 1-3. 1 Ineach article, what was the security breech? 2. What was stolen in each ease? 3 Who were the victims of each theft? Credit agency reports security breach ‘ore than 1 400 Canadians have been notified of amor security breach at qutlax Canada agency According reports, unauthorized access was gained to the personal, detailed credit files which contained social insurance ruumbers, bank account numbers, ame addresses, an jab descriptions. With dentty helt in Canada rising mone yar from 8,100 013,000 reporteci cases, theindstry once again asking how to safeguard databases against deity that, and deter people fom entering the system without passwords Burglar doing ‘overtime’ Police arrested a man last woo for stealing from his company's warebause. Over a period oth teed his own e months, the employee vey paceta open up the ‘warehouse n the middle ofthe might ane Jada vanin full view cfsecunty cameras he boxes contained DVDs and CDa, When police questioned secutty staff who wer pal tomentarfarsuch activity, they sai We thought he was just doing overtime: Amemer of staf finaly reported the nan he saw him sling DYOS ia street markt on a Saturday afternoon “The company has declded to review ts security proceduresFind words in the articles in 1 to put into these categories. Security measures Security breaches ‘Work with a partner. Discuss questions 1-3. 1 Has there ever been a security breach at work? If so, what happened? 2. What do you need authorized access for at work? 5. Which members of staff are responsible for security? What do they menitor? ‘Find verbs in the articles in 1 to complete these verb + preposition phrases. 1 2 3 insure stop +(eomeone check + against + for protect - Samething) from scan prevent 1) Formore exercises, goto Practice file 7 on page 114 Look at these extracts from a credit card company information leaflet. Use a verb + preposition phrase from 4. Then work with a partner and compare your You can your card Joss for as little as €1 per month 2 To anyone else __ getting your card by mistake, all cards are sont recorded delivery. 3 _—the envelope any signs that it might have been opened belore you accept the delivery. 4% anyone else using your card, make sure you sign it immediately 5 To ‘Identification Number) down ~ keep it in your head. 6 Make sure you ____your monthly bank statement —_ any unauthorized use of your card. Work with a partner. Take turns to choose one of the security messures below and describe what it's for, using a verb + preposition phrase from 4. Your partner must guess what you are talking about, © PIN number + security pass = ccrv +» Tock and key «antivirus software Example: A We use it to sofeguard against other people taking ur money, B Isita PIN number? AYes password burglar alarm + Xray machine ‘Work with a partner. Think about your answers in the Starting point. Tell your partner why those security measures are in place. @© » Interactive Workbook » Glossary e = Su D fraud, never write your PIN (Personal Tip | safety and security Safety and sect hve ciferent meanings. Safes when someone Sometng isnt in danger or rk ‘am concerned about the safety of the its ints lig Secury teats the autos involved in protecting a parson / county ling, et We need to odie ae security measures to revent thers