PRE-INTERMEDIATE

Listening scripts
01 INTRODUCTIONS company behind award-winning fruit-based B: Officially 40 hours, but she often works
smoothies, ethics are fundamental to the late. We don’t see her at home much.
1.01 company’s success. Innocent says that, A: What’s she doing?
as well as making money, the objective is B: It’s the same company – you know,
A: Okay everybody, can we make a start?
always to leave things a little bit better than educational software – but she’s regional
First of all, allow me to welcome you
it finds them, an inspiring way to approach marketing manager for Latin America
all to Ashbourne Management College.
business. now.
My name is Mariah Wilson and I am
the main tutor for our ‘Results Through So, how did the success that is Innocent all A: Sounds impressive. What does it
Collaboration’ course. It’s always begin? Innocent was founded back in 1998 involve?
by Richard and two friends from Cambridge
useful to know something about the B: Quite a lot! Apart from being in charge
background of the other participants University. They decided to set up a business
of the sales reps she also works on new
so we normally begin by asking you to together and spent £500 on fruit to make
product development and the whole
introduce yourself to the rest of the smoothies to sell at a music festival. A sign
marketing strategy of the company.
group. Perhaps we could start with above their stall said ‘Should we give up our
jobs to make these smoothies?’ They asked A: Does it mean a lot of travelling?
you, Jan?
people to put their empty bottles in one of B: It seems to. At least a couple of trips a
B: Yes, hello. My name is Jan Werner. month.
two bins marked ‘Yes’ and ‘No’. At the end
I work for Metronet Fibre. Our main
of the festival the ‘Yes’ bin was full, so they A: I see.
business is fibre optics. We install
urban fibre-optic networks for
went into work the next day and resigned. B: I don’t mind that. It’s the weekends that
telecommunication systems all over the At first, finding investment was a problem cause problems.
world. I’m Director of Communications until an American businessman, Maurice A: Does she have to work weekends?
in the HR department. I’m Norwegian, Pinto, put up the £250,000 they needed B: Not every weekend, but we can never
but I live and work in the Czech to get started. With a fresh image and make plans.
Republic. Our headquarters are in careful use of social media for promotion, A: Oh, dear. How much holiday does
Prague. That’s where I’m based. At the Innocent soon became one of the fastest she get?
growing companies in the UK and enjoyed a
moment, though, I’m spending a lot of B: It’s not bad. Three weeks a year. But
time visiting our other offices in Europe. significant period of success. However, some
that’s a long way off.
My job involves organizing and running of its fans were disappointed when, in April
2009, Coca-Cola® bought a small stake in A You’re being a bit negative. Does
different management training courses she enjoy it?
for our senior management. the company for 30 million pounds. There
was further negative publicity when, a year B: It’s hard work, but I think she enjoys the
A: Thank you, Jan. Silvia? challenge.
later, the multinational increased its stake
C: Well, I’m Silvia Fortuni. I’m Catalan to 58% for about 60 million. Innocent now A: But you’re not very happy.
and I’m from Barcelona. I work for a big operates from its headquarters in London as B: I’m happy for her. The money’s good and
retail chain with franchises all over the a subsidiary of Coca-Cola. it’s great for her career, but there is a
world. We manufacture and sell clothes
Despite any issues they’ve had, Innocent downside.
and fashion accessories, but my role is
related to sales and promotion. I work
continues to innovate and the product A: Well, it’s always difficult at the
range now consists of vegetable pots and beginning. Anyway, give her my regards.
out of our headquarters in Barcelona
other healthy, natural products as well as Why don’t we go for a drink sometime?
and I’m the Regional Director of
smoothies, and the company is constantly B: Okay, I will and yes, I’d like that.
Marketing there. I’m responsible for our
working on new lines. Innocent sells to
campaigns in the European area. I have
to say I love my job and I welcome the
over ten thousand retailers in 13 European 03 TELEPHONE TALK
countries, and its market is constantly
opportunity to learn something more
about communication skills. I think
growing. 1.04
that’s it. If you want to know anything So what is it that makes Innocent an ethical A
company? Apart from only using packaging
more, you can ask me. A: Yes?
that can be recycled, it uses only 100%
D: My turn? Hi, everybody. My name is B: I’d like to speak to Derek LaMotte, please.
natural products and each year gives 10% of
Jean-Christophe Marchal, but most A: Who?
its profits to charities in the countries where
people just call me JC. I’m Commercial B: Derek LaMotte. Is that ILM?
its fruit comes from.
Director at PPTT Services in Paris. We
Innocent wasn’t the first company to tap A: What number did you want?
mainly work with big public companies
in the Paris area. My background is in into the fruit drink market, but it was one B: 0837 621 882.
new technologies and I’m responsible of the first. It’s always important to be A: No, I’m afraid you’ve got the
for promoting and selling our ideas different from the competition and, with wrong number.
for online services and products. I’m Innocent, the combination of ethics and
in charge of quite a large team and clever marketing is a recipe for success. 1.05
good communication is essential. You B
probably think from my accent that I’m
02 WORK–LIFE BALANCE
You have one message from 903586759 at
French. Actually, I’m Belgian but I’m 18.30 on April 1st: Hi, it’s Dave here …
based in Paris, where we have our 1.03
main office. A: Hi, Eddie. How are you? 1.06
A: Thank you, JC. Now, Elena, I think it’s B: Oh, hello, Jennie. I’m fine. And you? C
your turn … A: Fine thanks. How’s Fiona? C: This is the BetaGuide directory service.
B: Oh, she’s okay. She’s got a new job. Donna speaking. Which city?
1.02 A: Really? That’s good. D: I’m calling from Portsmouth. Can you
Hello, and welcome to Business Talk. B: Well, yes, I suppose so, but I’m worried give me the number of Budget Car
This month we’re looking at the role of she’s working too hard. Rental, please?
ethics in business. According to Richard A: Oh, dear. Does it involve long hours?
Reed, co-founder of Innocent Drinks, the

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 PRE-INTERMEDIATE

C: Just one moment. I have three numbers. B: You want quotes for print runs of
1.12
D: Oh. I need to call them to report a 10,000, 20,000 and 30,000 of an A5
breakdown. C 100-page manual in black and white. The
C: Okay. It must be this one. A: … and it really isn’t good enough. cover is in colour and you’ll be supplying
D: I think the number … B: Yes, Mr Wright. I understand what the material on a memory stick.
E: The number you require is 0453678234.
you’re saying and I apologize for the A: That’s right.
error. As soon as Mr Downs is back I’ll B: Would you like me to visit you with
The number you require is 0453678234.
ask him to get in contact with you. I’m some samples?
really sorry about this.
1.07 A: Yes, okay.
A: Right, thank you. I realize it’s not B:
D your fault.
Would tomorrow morning suit you?
F: UKN Systems. Janet speaking. A: No, I’m out of the office tomorrow. How
G: Morning. My name’s Peter Bland from 1.13 about Friday? About ten o’clock?
Pressic SA. I arranged to meet Derek B: Friday … the 16th … at ten. That’s fine.
D
LaMotte at a factory out here on the I’ll bring the estimates with me and we
A: Could I have the sales department, can discuss the details then.
Houghton Industrial Estate, but I can’t
please?
find it. Could you give me his mobile A: Fine.
B: One moment, please. Just putting you
number so I can ask him where it is? B: Oh, could you give me the address?
through now.
F: Err, yes. Just one moment. A: 54 Eisenhower Lane North, Lombard.
G: It’s probably just around the corner. 1.14 B: And your telephone number?
F: It’s 0766 349 3782. E A: 630 953 3340.
G: I’m sorry. Could you say that again A: Shonagh Clark speaking. B: 630 953 3340. Right. Maybe you could
more slowly? give me your email?
B: Hello, I’m phoning about your letter of
F: 0766 349 3782. 12th June. A: Yes, it’s [email protected]
G: Right. Got it. Thanks. A: Have you got a reference number, B: Can I just check that? schmidt, at
F: Bye. please? amcelevator, dot, com.
G: Yeah. Goodbye. A: Yes, that’s right.
1.15 B: Okay, then, Mr Schmidt. See you
1.08 F on Friday.
E A: This is Jorgen Bode here. Could I speak A: Great. Goodbye for now.
Remember, you have the chance to win to Jean Simmons, please? B: Bye.
£1,000. Ring now on 090 238 6980. I’ll B: Oh, I’m sorry, Mr Bode, but Ms
repeat that for you. If you know the answer, Simmons isn’t in the office right now. 04 NETWORKING
phone us now on 090 238 6980. Can I ask her to call you back? Or I can
contact her on her mobile if it’s urgent. 1.17
1.09 Conversation 1
A: InterAir, can I help you? 1.16 A: Hello, do you mind if I join you?
B: Yes, please. I’d like some information A: Hello, could I speak to Barry White, B: Er, no, not at all.
about a flight arriving from Munich. please? A: How do you do? My name’s Rick
A: Yes. Do you know what the flight B: Speaking. How can I help you? Van Looy.
number is? A: Hello, Mr White. My name is Schmidt, B: Hi. Pleased to meet you. I’m Florent
B: The flight number? I’m not sure. I know from AMC Elevator. Rondele.
it leaves Munich at 17.30. B: Yes, I think I’ve heard of you. A: Are you from around here, then?
A: Oh, yes, that’s IA 345. A: I’m in charge of the customer support B: No, but my company has a store in town.
B: Yes, that’s it. Could you tell me what department. I’m phoning to ask for an Actually, I live in France.
time it gets in? estimate. It’s for a service manual we’re A: So, what do you do, Florent?
A: Yes, the arrival time is 19.10. preparing. B: I’m in marketing. I work for a retail
B: 19.10. Do you know if there’s any delay? B: Oh, yes. I don’t think we’ve done company. We deal mainly in leisure
A: No, the flight is on time. anything for you before. goods.
B: Right, thank you very much. A: No, that’s right. We’re in the process of A: Do you mean sports equipment?
A: You’re welcome. Goodbye. updating all our manuals. If the price is B: Well, both sports and casual wear.
right, it will mean quite a lot of work. Clothes, shoes, accessories, stuff like
1.10 B: I see. Well, could you give me the that. We have stores in several countries.
A details, then? A: Sounds like a big operation. How many
A: Can I have extension 305, please? A: Yes, it’s for a manual of just over stores have you got?
100 pages. B: Nearly 50 in total. And what line of
B: I’m afraid the line is engaged. Will
you hold? B: 100 pages. Could you tell me what size? business are you in, Rick?
A: It’s in A5. We want to print 20,000. But A: Well, quite similar really. I’m a sales
1.11 I’d like estimates for 10,000 and 30,000 manager for a large Dutch clothing firm,
B as well. Verweij Fashion – do you know it?
A: Could I just check that? You need 50 B: Okay. Is it in colour? B: Yes, of course. Are you opening a store
units by Friday, and Mr Johansson can A: No, it’s in black and white. Mainly text. here, then?
contact you on 943 694 726. The cover is in colour, though. I can put A: Yes, we’re looking at possible sites at the
B: Yes, that’s correct. it all on a memory stick for you. Is that moment.
all right? B: Hmm. That can be a slow process. Rick,
A: Right, Mr Smith. I’ll give him the
message as soon as he’s free. B: Yes, that would be perfect. Could I just do you fancy something to drink?
read my notes back? A: Erm, yeah, thanks.
A: Yes, go ahead. B: Come on, then. There’s a table free over
there.

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 PRE-INTERMEDIATE

1.18
million in its first weekend. Throughout 2010, 06 ORDERS
versions for other platforms appeared. The
Conversation 2 company claimed revenues of over $100,000 1.22
A: Excuse me, does this belong to you? a month just for the advertising on the free
A: S–A–G, can I help you?
B: Oh, thank you very much. version of the game.
B: Yes, could I speak to John Bird?
A: It was on the floor. In December 2010, on the anniversary of its
first release, Rovio announced over 50 million A: I’m afraid he’s not in the office right
B: Yes, I was looking for it just now. now. Can I take a message?
I wanted to finish this crossword. downloads, including 12 million on Apple’s
iOS devices and 10 million on Android. B: Oh dear! It’s an urgent order – we need
I’m feeling a bit groggy, actually.
In April 2011, the UK Appy Awards named five hydraulic pumps by 22nd June.
A: Yes, it’s a long flight.
Angry Birds as both the ‘Best Game App’ and A: Just a minute. Could you tell me your
B: Isn’t it? Have you got the time? name, please?
‘App of the Year’. In May 2012, the different
A: Yes, it’s … erm … just after midnight. B: Yes, I’m sorry. It’s Elena Moretti, from
versions of the game reached the one
B: So, do we land soon? billion downloads’ mark. At the Electronic Stern Hydraulics in Switzerland.
A: Yes, in about half an hour. Entertainment Expo in Los Angeles in A: Right, I’ll take down the details and
B: Oh, good. Do you know Bangkok? June 2012, Rovio and distribution partner get John to contact you. Did you say
A: Yes, I live there. Is this your first Activision revealed plans to bring Angry Birds five units?
trip there? and two of its spin-off games (the Angry B: Yes, the reference is SG 94321.
B: Yes, it is actually. Birds Trilogy) to the PlayStation 3, Xbox 360 A: SG 94321 – five units.
A: On business, I suppose? and Nintendo 3DS systems, taking advantage
B: Yes, that’s right. But the important
of their unique features, such as glasses-free
B: Yes, I’m visiting a supplier. thing is the delivery date – 22nd June.
3D visuals. It’s been quite a success story!
A: Oh, really? I wonder if I … A: I don’t think that will be a problem.
1.21 B: Good, it’s for a new customer.
1.19 A: I see. Right, when John comes in, I’ll tell
How old is the Internet? Different experts
A: Do you know Jan Nowacki? suggest different dates. It depends on what him immediately. Could you confirm the
B: Yes, isn’t he Director of Business they understand the Internet to be. order by email?
Development at Pepsico in Europe? We know that in 1965, the Advanced B: Yes, of course. Thanks very much.
A: Not any longer. Now he’s the Public Research Projects Agency (ARPA), under the A: You’re welcome. Goodbye.
Relations Manager at the National Bank US Department of Defence, began work on B: Goodbye.
of Poland. a system to connect computers. They called
B: The National Bank of Poland, that’s the project ARPANET. 1.23
interesting. Do you have any contact On September 2nd, 1969, in a laboratory A: Could I speak to Elena Moretti, please?
with him in your work? at the University of California, Professor B: Speaking. Is that John?
A: Not really, but I occasionally play golf Leonard Kleinrock connected the first two A: Yes. Hello, Elena. I’m just phoning back
with him. machines. For many people, that day the about your order.
B: What’s he like? Internet was born. The next month they
B: Yes, it’s quite urgent; I hope you
A: He’s a nice guy. You’d like him. sent the first message to a computer at
can help.
Stanford University.
A: Don’t worry. I’ve got all the details in
05 INTERNET HISTORIES By January 1970, ARPANET connected
your email. No problem – we’re happy
computers in four American universities,
to help.
1.20 and by the following year there were 23 in
the system, connecting different universities B: That’s good. I was quite worried about it.
With over one billion downloads, Angry A: It should be fine. Can I help you with
Birds™ is perhaps the largest mobile app and research institutes. In 1973, Ray
Tomlinson sent the first email via ARPANET. anything else?
success so far. It has been praised for its
successful combination of addictive games, In the same year the Net went international, B: No, thank you. I hope we get more
connecting computers in England business from this customer.
humorous style, and low price. There
are versions of Angry Birds for personal and Norway. A: Yes, of course. Okay, I’ll be in touch. Bye
computers and games consoles, a market The next step was to connect different for now.
for merchandise featuring its characters and networks and to create an ‘Internetwork’. In B: Goodbye.
even long-term plans for a feature film or 1974, Bob Kahn and Vincent Cerf invented
television series. Here is its history. a software called TCP/IP that connected 1.24
In early 2009 a designer, Jaakko Iisalo, networks using different operating systems. A: S-A-G, can I help you?
presented the idea for a new game to his On January 1st, 1983, this software became B: Yes, this is Elena Moretti from Stern
colleagues at Finnish computer game the universal language of the Internet – Hydraulics. Could I speak to John
developer, Rovio Entertainment. The game many experts think that this event was the Bird, please?
real birth of the Internet because it made it
featured some angry-looking birds. They A: Oh, hello, Elena. I’m afraid John isn’t
liked the basic idea, but decided to give the possible to link different networks in
here at the moment. Can I take
birds some pigs as an enemy because of an one web.
a message?
outbreak of ‘swine flu’ at the time. They More and more networks joined the system
B: Yes, he sent me an order confirmation
estimated the initial costs of developing the and the number of connected computers
– the reference is DH010601 – but the
game were €100,000. After a long period increased dramatically, from 10,000 in 1984
delivery date is wrong.
of development, in December 2009, in to 100,000 in 1987. By the early 1990s, the
network was accessible to anyone in the A: Oh, dear. Can you give me the details?
partnership with Chillingo, Rovio published
Angry Birds on Apple®’s App Store. In March world with a computer. In 1992, the number B: Yes, it says 7th July, but the agreed
2010, Angry Birds achieved top-selling app of hosts reached 1,000,000. delivery date was 22nd June. It’s really
status on the USA’s App Store, where it In 1993, two programmers, Marc important.
stayed until October that year. Also in March, Andreessen and Eric Bina, launched the first A: I see. Well, I’ll tell him as soon as he
they launched a version of the game for version of Mosaic – the first graphics-based comes in.
Facebook. In October 2010, Rovio released browser of the type we all use today – which B: Thank you. I’m not at all happy about
the first version of the game for Android, made the Internet an easy means to browse this. A lot depends on this order.
and experienced more than one million websites, get information and spread news. A: Right, Elena, leave it with me. I’m
downloads in the first 24 hours and two terribly sorry about this.

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B: No, it’s not your fault. Just ask John to B: You could try the Travel Inn. It’s not far Porsche stopped. He took me all the
phone me. from the terminal building. way across Austria. We went about 220
A: All right, then. Bye for now. A: Thanks. I really need somewhere to kilometres an hour all the way.
B: Goodbye. sleep. B: What about the police?
B: Would you like me to phone for you, sir? A: Well, they stopped us about four times,
1.25 A: No, that’s okay. I need to stretch my legs but this chap just showed some identity
A: CiclosCiclone, can I help you? anyway. Thanks very much. card and they waved us on.
B: Yes, I’m phoning from Ballyclare, in B: Was he someone important, then?
Northern Ireland. Could I speak to Diego 1.28 A: I don’t know, I didn’t ask. I suppose he
Martin, please? A: Good afternoon. was some sort of high-ranking official.
A: I’m afraid he’s out of the office right B: Good afternoon. Do you have any rooms Anyway, it was the fastest I’ve ever been
now. Can I help you? available? in a car.
B: Well, I sent him a text message and he A: Yes, sir. Is it just for tonight?
1.31
hasn’t replied. It’s really quite urgent. B: Yes. Well, actually I have a flight at 11
A: Can you tell me what it’s about? this evening so I’ll check out in a few a Yes, that was a long time ago. It was
while I was living in Italy. I had this
B: It’s a bit complicated to explain. I need a hours. I really need to get some sleep.
Is it possible to pay for a room by the apartment in the centre of Milan …
copy of a certificate for customs. Maybe
he didn’t get my message. Can I just hour? I mean, do you have any reduced b I can remember what happened. It was
check his mobile – 07636 746384? rates or anything? before I started working here. I was
A: working on a temporary basis …
A: Let me check. Yes, that’s the right Err … no, sir. I’m afraid not. I have to
number. Listen, why don’t you send charge you for the whole night. I’m c No, it wasn’t until much later. It
the details to me by email and I’ll send sorry, but that’s the hotel policy. was after I left university. I’d got my
you a copy of the certificate as an B: Well, never mind. I’ll take it anyway. degree …
attached pdf? A: Okay, could I see your passport please? d Oh, yes, that reminds me. It was when
B: Yes, that’s a good idea. What’s your And I’ll need a credit card. I was working at ICL. I was in the
marketing department …
email address? B: Yes, of course. Here you are.
A: e I had more time in those days. It was
Jim, that’s J-I-M, dot, J-F-A, at A: Would you like anything sent up to
CiclosCiclone, dot, net. CiclosCiclone is before I got married. In fact, I hadn’t
your room?
all one word. even met Mary …
B: Yes, please. I’d like a tomato and cheese
B: Can I just check that? Jim, dot, JFA, at f The timing was awful. It was just after
sandwich and a sparkling water. Oh,
CiclosCiclone, dot, net. my children were born. And there
and I need to send some emails. Is there
I was without …
A: Yes, that’s right. Internet access available?
g I’d just arrived in London. I was looking
B: Great. I’ll deal with the email straight A: Yes, of course. You can pick up the hotel
for a job. I bought the paper every day …
away. By the way, my name’s David, Wi-Fi in every room. And I’ll have the
David Holmbrook. And you are, Jim …? food sent up right away. h Yes, I was still studying at the time. I was
doing my Masters in the States. At the
A: Kutz, Jim Kutz. Don’t worry about B: Right, thank you.
Harvard Business School, in fact …
the certificate. You’ll have it by this A: You’re welcome. Have a good stay.
afternoon. i I was 19. I was studying at Cambridge.
1.29 Things weren’t going very well …
B: Okay, thanks for your help.
j No, it was with a different set-up. I was
A: You’re welcome. Bye. A: Room service. My name is Johan.
working for a small company north of
Can I help you?
1.26 here. One day the boss walked into …
B: Yes, this is room 301. Could I have an
k I was having a gap year after university.
A: Have we got the details of the order early morning call, please?
I was travelling through Asia. I’d just
from David Holmbrook? A: Certainly, sir. What time would you like arrived in Ho Chi Minh City and …
B: No, but don’t worry, I’ll ring him now. the call?
l It happened last March. I was staying at
A: I tried – there’s no answer. B: At half past six. the Continental Hotel in Prague. Lovely
B: Well, I’ll send him an email, then. A: 6.30. No problem. Would you like hotel, I recommend it.
A: You can’t – our server is down. breakfast sent up to your room?
B: Never mind – I’ll send him a fax. B: No, thanks. I’ll have it in the dining 1.32
A: I don’t think he has a fax machine. room. 1 A: Did you ever hitchhike when you
B: Well, in that case, I’ll write him a letter A: The dining room doesn’t open for were a student?
before I leave the office. breakfast until 7.30. B: Yes, but it was a long time ago, and
A: Oh, come on, that will take far too long. B: Oh, in that case I will have it in my I hated waiting in the rain, so if
room. Just coffee and a croissant. I could, I took a train ...
B: So, we’ll fly out to see him!
A: Oh, that’s a bit expensive … A: Coffee and a croissant. Anything else? 2 A: Have you ever had a car accident?
B: No, that’s all. B: No, I’m glad to say, but I nearly had
07 HOTELS A: Okay. Good night, sir. one this morning! I pulled out and
B: Thank you. Good night. didn’t see a motorbike. It was too
1.27 close for comfort.
A: Hello. My connecting flight, IB621, 08 TELLING STORIES 3 A: Have you ever been to Rome?
was delayed so I’ve missed the flight to B: No, but I’d love to see the Coliseum
Caracas. 1.30 one day. I once spent a few days in
B: Yes, sir. I’m sorry about that. You’re A: Look at that car! the north of Italy.
booked on the next flight. B: Yes, very nice. It’s a Porsche 911. 4 A: Have you ever lost any money on the
A: Yes, but it’s not until 11 tonight, right? A: Did I ever tell you about the time I had a stock exchange?
B: Yes. I’m afraid there’s nothing before. ride in a Porsche? B: No and I’ve never made any either.
B: No, I don’t think so. I don’t own any shares now.
A: That’s nearly eight hours to wait. Can
you recommend a hotel I could try? A: It was when I was a student. I was 5 A: Did you ever fail an exam at school?
hitchhiking in Europe and a man in a

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B: Not at school, but I did at university. the competition and had the confidence forward, and always looking for new
Actually I arrived late and they to take a risk. There is always a certain opportunities and ways to grow. It seems
didn’t even let me take it. It was a amount of luck involved, but the other inevitable that the company will continue
disaster. thing I think they have in common is to expand and, with Zara leading the ‘fast
6 A: Have you ever been camping? a capacity for hard work. They have fashion’ movement and appearing on more
B: Yes, lots of times. Actually we worked incredibly hard to get where and more high streets across the world,
bought a camper van last year. they are today. Inditex will be a retail powerhouse long
We go somewhere most weekends. into the future.
1.34
7 A: Have you ever played a video game
in 3D? Inditex is a global fashion retailer with 10 STRESSED TO THE LIMIT
headquarters in Arteixo, Spain. It owns
B: I didn’t know you could. I’ve seen
several retailers, including its flagship 1.35
films with it though. I don’t like
store, Zara. The multinational company has Interview 1
having to wear those special glasses
over 5,000 stores worldwide with 120,000 A: According to statistics, around 75% of
much.
employees. The origins of Inditex go back to all visits to the doctor are the result of
8 A: Have you ever done anything illegal? 1963 when Amancio Ortega Gaona started
B: Not unless you count speeding work-related stress. Do you think you
his career as a clothing manufacturer. suffer from stress? That’s the question
and parking fines. Unless I’ve just Business was good for the young Spaniard,
forgotten something else! we’re asking in the streets of Edinburgh.
with several factories opening in the next Excuse me, I’m from the radio
decade. Finally, in 1975, the first Zara programme Work Today. We’re doing
09 SPIRIT OF ENTERPRISE opened its doors in downtown La Coruña in a survey on stress. Would you mind
Galicia, Spain. answering some questions?
1.33 From the start, Ortega wanted to make B: Eh, well, actually, I’m in a bit of a hurry,
A: … next on today’s programme we talk affordable and fashionable clothes, and this but … erm … go on, then.
to David O’Brian about his new book on has remained at the core of Zara’s business
entrepreneurial success The Sky is the A: Thank you. What’s your job?
model. There are four key factors which are
Limit. So David, are entrepreneurs born central to the company’s business process B: I’m an accountant.
or created? and which have contributed to the huge A: Do you suffer from stress in your work?
B: Well, I think they’re basically born, success of this clothing chain. The first is B: Eh, yes, I do, I think.
but obviously for an enterprise to be a turnover. In order to keep up with the latest A: What symptoms do you notice?
success there are certain key business fashions, Zara clothing has a very short B: Erm, I get a lot of headaches and I sleep
skills which have to be learnt. Business shelf life. While competitors such as H&M very badly.
studies courses provide an opportunity and The Gap may be restricted to seasonal A: And what causes your stress?
for the potential entrepreneur to get the fashion trends, Zara’s stock changes
B: It’s my boss. He’s a real … well, let’s just
skills without taking any risks while they regularly in order to meet customer needs.
say he doesn’t exactly make life easy. He
do it. In other words, they can learn from With 60% of production taking place in
always wants things done for yesterday.
the mistakes and experience of others. Arteixo, that demand can be met quickly
A: Thank you very much.
A: So you don’t think the classic MBA and efficiently.
course does any harm? The next two factors are variety and 1.36
B: No, not at all, but on the other hand quantity, which are just as important as each
other. The company makes small batches of Interview 2
an MBA is probably more important
when you want to get a job working for each product, which removes the expense A: … and what do you do?
someone else and not set up your own of large storage warehouses and ensures C: I work in a shop.
business. that stock can be sold at full price – sales A: Do you suffer from stress?
A: Tell us about some of the people you rarely happen in Zara stores. Finally, Zara C: No, not at work, I don’t. I find being at
feature in the book. prides itself on communication with its home more stressful.
B: Well, Mike Clare, the founder of the end-users and has invested in an IT system A: Why’s that?
which can track purchases from store to
bed shop chain, Dreams, and Michael C: Well, I’ve got three children and my
Welch, the entrepreneur behind car tyre store and maintain contact with in-house
mother’s ill. She lives with us. And my
distributor, Blackcircles.com, are both managers who get feedback directly from the
husband … well, he doesn’t help much.
good examples of people who started customer.
A: And do you have any physical
work when they left school. They first The customer remained central to Inditex’s
symptoms?
picked up knowledge and skills while they business philosophy throughout its
expansion in the 1990s and 2000s. During C: Well, I get a bit on edge at times and
worked for someone else, but each knew then I get this horrible rash on my neck.
that his real mission in life was to be an this time it created and acquired additional
retailers such as Pull & Bear, Massimo Dutti, A: So, stress is a problem in your life.
entrepreneur – to set up a business, take
risks and make a lot of money. Bershka, Stradivarius, Oysho, Zara Home C: Yes, definitely.
A: Apart from their first names, do they and Uterqüe. Under the watchful eye of
Ortega and current CEO Pablo Isla, Inditex’s 1.37
have anything else in common?
sales for 2012 were an astounding €13.79 Interview 3
B: Well, Welch started his business when
billion. The only question now is, what next?
he was a lot younger, but actually they A: … and you, sir. Do you suffer from
do have certain things in common. For The obvious next step would be to continue stress?
example, both have made customer with international expansion; regions such D: Well, to tell the truth, I’m off work at the
service a major selling point. This as the Middle East, Asia and South and moment because of it.
North America are all potential growth
sounds obvious, but bad customer A: Really, what do you do?
markets for Inditex. However, what they
service is often the reason why
gain in profit may be lost by high operating
D: I’m a teacher. I work with teenagers and
businesses fail. Both businesses rely on I don’t know why, but every year they
efficient distribution and they’ve been costs and increased competition, and the
seem to get worse.
successful at building up their networks. Inditex system and brand could become
diluted. One option is to raise the company’s A: Yes, that does sound stressful.
A: Surely there is more to it than that?
online presence, which offers the freedom to D: Everyone thinks teaching’s an easy
B: Well yes, of course. They both saw an expand without the financial burden. option because of the holidays, but
opportunity in a market where they felt you get to a point where you just can’t
One thing is for certain: Inditex is a
they could do something better than handle it any longer. You lose control.
company which is constantly moving
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A: Well, I hope things get better for you. PR. As a result, his company flourished while years from now? At least find the time to
D: Thanks, but I think that basically the the rest went bankrupt. Following the rise talk to us.
solution is probably to change jobs. of smartphones and tablet computers, it B: I’d like to think about it. Can I phone
Fortunately, I’m still young enough modified its original technology so it could you back?
to do that. run its services on mobile devices and allow A: No, I’d prefer to phone you back myself
A: Right. Good luck, then. external developers to build applications. in a couple of days. In the meantime,
Company sales grew 37% between 2007 think about what I’ve said. A more
1.38 and 2011, and MercadoLibre is the eighth stimulating work situation, not to
Interview 4 highest-ranked retail site for traffic in the mention a considerable rise in salary …
world. During 2011, there were almost 53 Talk it over with your wife.
A: Can I ask you if you suffer from stress? million products sold, an increase of 35%
E: Who? Me? No, not at all. I don’t B: Fair enough.
from 2010. Every month the company
understand what it is, really. A: Oh, and one more thing, Peter. I’d
manages more than 1.2 million transactions,
A: And what do you do for a living? appreciate it if you didn’t mention this
attracting 750,000 buyers, and business has
call to anyone in your company, okay?
E: I’m a self-employed architect. I work more than doubled every year for the last
for myself. five years. B: Yes, yes, all right. So, you’ll call me,
then?
A: I see, and what’s your secret?
2.02 A: That’s right. In a couple of days. We’ll
E: I’m sorry?
arrange a meeting somewhere. Bye for
A: I mean, how do you avoid getting A: Good morning. Could I speak to Peter
now, then.
stressed? Davis, please?
B: Bye.
E: I think it’s all down to a philosophy of B: Speaking.
life. I just take each day as it comes. I A: Oh, hello, Mr Davis. My name is John 12 CONVERSATION GAMBITS
don’t worry about things. What I say Lindsay.
is that if you’ve got a problem, solve B: What can I do for you, Mr Lindsay? 2.03
it. And if you can’t because there’s no A: It’s more a case of what I can do for you Conversation 1
solution, there’s no point in worrying … Erm, how long have you worked for
because that won’t help. A: Excuse me, are you here for the ITM
Blueprint International, Mr Davis?
A: So, you think avoiding stress is to do conference?
B: For about six years. Why do you ask?
with mental attitude, not what you do? B: Yes, that’s right.
A: And before that you worked for Navigate
E: Yes, that’s basically it. A: Me too. Do you know where to register?
for three years?
A: Well, thanks very much. B: I think it’s over there.
B: Yes, I joined them as a trainee manager
E: Not at all. when I left university. But … what is this A: Oh, yes, right. I’m Paulo, by the way.
about? B: Hello, Paulo, I’m Kate. Let’s go and
11 TOP JOBS A: And you were made head of the register.
International Division a year ago. How’s
2.01 it going? 2.04
In July 2012, Marcos Galperin, founder and B: Very well, thank you. Now, could you tell Conversation 2
CEO of MercadoLibre, was named as an me what you want, Mr Lindsay? C: Phew! Is it me, or is it boiling in here?
‘Ernst and Young World Entrepreneur of the A: I’d like to talk to you about an extremely D: Yes, they always seem to have the
Year’. His company is the world’s interesting career opportunity. I work heating on full.
second-largest online auction site. Since for People Search, the management C: So, it’s not your first time?
September 2001, it has been a partner consultants. We’ve been approached by D: No, it’s my fourth time here.
company of the US auctioneer, eBay™, which a client who’s looking for someone with
acquired 19.5% of MercadoLibre in exchange C: Oh, right, so you’re an old hand.
just your professional profile. I’m Boris.
for its Brazilian subsidiary, Ibazar.com.br. B: Oh, I see. So that’s what it’s about.
Galperin grew up in Buenos Aires, but D: David. Pleased to meet you.
Listen, Mr Lindsay, I’m really quite
went to college in the United States. After
graduating, he returned home and worked
busy and … 2.05
A: Yes, I understand that, but you should Conversation 3
for three and a half years at the largest oil know I’m talking about a considerable
company in Argentina. He then went back to salary increase. You’ve been married E: Is it my mobile phone, or is there some
the United States to do an MBA at Stanford. for a couple of years now and recently problem with coverage here?
While Galperin was there, he pitched his became a father, I believe. F: Oh, hang on. No, mine seems to be
ideas for an Internet company to John working okay.
Muse, the founder of a private equity fund.
B: What’s that got to do with it?
A: Well, think about your family and E: Typical – flat batteries and nowhere to
Muse thought the ideas showed potential charge up.
and agreed to invest. the financial possibilities of an
advantageous career move at this F: Can I lend you mine?
Galperin has known the co-founder of
moment in your life. I think you should E: Oh, that’s very kind, but I was expecting
MercadoLibre, Hernan Kazar, since they
at least talk to me. a call on this number.
were students together at Stanford. In
fact, after creating the business plan and B: Erm, well, I suppose so. What’s the name F: I see.
securing financing, Galperin recruited several of the company? E: My name’s Nadine, by the way. From
classmates there to help manage the business. A: I’d rather not say over the phone. Xanadu Electronics.
Since its creation in 1999, MercadoLibre has Perhaps we could meet to discuss things F: Pleased to meet you. I’m Miko.
grown dramatically to become the largest further?
online commerce platform in Latin America, B: I’m not sure I’m that interested … 2.06
with sites across nine countries, including Blueprint International have been very Conversation 4
Brazil, Argentina and Mexico. good to me. G: Excuse me, do you know anything about
Back in the 1990s there were many A: Oh, come on, Peter! What are the real this speaker?
start-up companies trying to become the prospects in your present post? You’ve H: No, I’m sorry, I don’t.
Latin American eBay. Galperin was different got as far as you can in Blueprint. Do G: I can’t find my programme notes.
to the others in that he focused more on IT you want to be in the same place ten
H: Oh, here. Borrow mine.
and the platform and less on marketing or

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G: Thanks. By the way, I’m Bill Smart from 13 AIR TRAVEL feign an illness or say you’re pregnant if
Silicon Technologies. you’re not. There’s no point in feeling guilty
H: Right, how do you do? I’m Kazuo 2.09 the entire flight.
Yamada from Lexico. Conversation 1 If, in spite of your best efforts, you end up
with the middle seat, here are some tips
A: Good morning. Is this where I check in
2.07 to cope:
for flight RA 264?
A: Excuse me. Would you mind if I had a B: Yes. Can you give me your reference
If you are late boarding and have your choice
quick look at your newspaper? of middle seats, go for the one up front near
number, please?
B: Er, no, go ahead. I’ve finished with it. the exit.
A: I’m afraid I’ve lost the paper I had it on,
A: There’s just something I want to Check out the aisle and window passengers.
but here’s my passport.
check out. Do they look like they will be self-contained
B: I’m sorry, but if you haven’t got the and give you plenty of room? Observe their
B: No problem. Take your time. reference number, I can’t check you in. body language and trust your instincts.
A: Thanks. By the way, my name’s Allan. You’ll have to go to the main desk over
Capture as much personal space as you can
B: Nice to meet you. there. They’ll give it to you.
right away. Dominate the two armrests. This
A: Here’s your paper then. Thanks A: But can’t you look it up? You’ve got will force your seatmates to give you more
very much. my name. space. Be polite, but establish your territory.
B: Don’t mention it. B: I’m afraid not, Sir. After all, they have ‘personal space’ on either
A: I’m glad to say we won. A: Do I have to queue up again? side.
B: Sorry? B: No. Just come to the front. Don’t work on your laptop during the
A: The football results. A: Okay. flight. A cramped space becomes even more
B: Oh, I see. B: Next, please. claustrophobic when you bring out the
A: I think I’ll have a coffee. Can I get you hardware. And don’t try to read a newspaper.
something? If you don’t have anything 2.10 Stick to small paperbacks.
else to do, that is. Conversation 2 Although it is important to keep hydrated
B: I was just about to go, actually, but … A: Can I have your reference number and in the air, don’t drink water by the gallon.
yes, why not, … Al, I think you said your passport, please? If you climb over seatmates repeatedly to get
to the bathroom, they’ll get annoyed.
name was? B: Here you are.
A: Get up once during the flight to stretch
Allan, Allan Vilkas. A: You’ve just got one suitcase to check in?
your legs, even if you don’t have to use the
B: Yes, this one. restroom. This time away will allow your
2.08
A: I’m afraid it’s over 15 kilos. You’ll have companions to move around as well and
B: I’m Sean, Sean O’Malley. to pay excess baggage. refresh the whole row.
A: Pleased to meet you, Sean. Can I get you B: It’s only just over, isn’t it?
something? A: Actually it’s 17 kilos. 2.12
B: A coffee, please. B: Are you sure? How much will it cost me? A: If I order 100 units, will you give me a
A: Right. Two coffees, please. A: It’ll be £30, but you have to pay over price of 5.5 euros?
C: Right, sir. there at the main desk. B: No, I’m sorry. I can’t do that. On 150
B: So, Allan, where are you from? B: What, over there? There’s a really long units I’ll give you a price of six euros.
A: Well, I was born in Lithuania, but I’ve queue. Can’t I pay here? A: Six euros. And what about payment?
lived in Germany most of my life. Are A: No, I’m sorry. But come straight to the B: Payment is within 60 days.
you from here? front when you come back. A: If we pay within 30 days, will you lower
B: Yes. What do you think of Belfast? B: Okay. Thanks. the price?
A: Well, I’ve only just arrived today and B: I’ll go down to 5.5 euros if you order 200
it’s my first visit, but it seems very nice. 2.11 units or more. That’s my best offer.
Lots of character. Book as early as possible – within three A: Well, what about the guarantee?
B: Are you here on business? weeks of the flight. With an early booking
A: Yes, that’s right. I have a meeting you can choose the seat you want. However, 14 HIRING AND FIRING
tomorrow. I’m a bit nervous about it. if you book months in advance, you’ll be too
B: I’m sure it’ll go all right. How long are early for a seat assignment. 2.13
you staying? If you use a travel agent, make sure they Speaker 1
A: Just a couple of days. I go back on have a record of your seating preferences – I think that these days you have to really sell
Thursday morning. I was just looking at aisle or window. Tell them you want to sit yourself. Certainly this is what employers
your paper to see how Bayern Munich close to the front. If you sit at the front, expect in the USA. You should show them
did yesterday. Do you like football? you’ll get on and off the plane faster. how great and self-confident you are.
B: If it’s a good match, but I’m not that When you receive your ticket and boarding Modesty isn’t going to get you anywhere and
keen. Actually, I prefer golf myself. pass or e-ticket confirmation, check the seat no one is going to mind if you exaggerate
A: Do you mean you play golf? assignment. Mistakes happen. If you have a bit and dress things up to sound more
time, cross reference with the airline seating impressive. Make the potential employer
B: That’s right.
chart. feel that, although this is the job you always
A: I play myself, but not very seriously.
If you are unable to confirm a seat, be sure wanted and of course you are the ideal
I find it relaxing though.
to get to the airport early – at least 45 to 60 person for it, if they don’t snap you up,
B: Yes so do I, I love spending … Oh, well, minutes before the flight. someone else will. So, they had better hire
Allan, it’s getting late. I have to be off. you before they lose the chance.
If you do have an assignment for your
Thanks for the drink, and good luck with
preferred seat, don’t check in too late.
your meeting. 2.14
Those few minutes reading magazines at
A: Right, it was nice talking to you. the newsstand can translate into hours of Speaker 2
B: It was nice talking to you too. Cheerio, discomfort in the air. It’s not often that qualifications and
then. Finally, the gate check-in attendant can be experience totally match up to an advertised
A: Bye. your best friend. Ask politely if there is a post, so it’s preferable to emphasize other
better seat available. Saying that you are qualities, like your willingness to learn and
claustrophobic might not hurt, but don’t the fact that you work hard. In fact, you
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should be careful not to give the impression A: You know this job is a managerial compatible with the new design. That
you are overqualified for the job. I think position. How much managerial means we have a different time frame.
that employers are often more interested experience do you have? It’s not very B: What do you mean? How long is it going
in things like loyalty and ability to fit in. clear from your CV. to take?
A high-flier who knows too much can create B: Well, in my present job I’m a A: We need to make sure that migrating
a bad working atmosphere and break a team. management team coordinator. the data from the old database is going
Personally, I want the employer to think that A: Yes. Does that mean you’re the leader of to go smoothly. We don’t want to lose
I am going to be easy to work with and won’t the team? anything important. And then there are
create too many waves. the security issues, but I think we should
B: Not exactly. I assist the general manager
in running the department. be ready by October.
2.15
A: Oh, I see. Are you a kind of personal B: I don’t understand. Are you saying that
Speaker 3 the schedule for all this is now next
assistant?
No one likes a ‘big head’ but, on the other October?
B: No, I think it’s a bit more than that …
hand, don’t be falsely modest either. A: Yeah. It shouldn’t take longer than that.
Basically, your qualifications and experience A: But are you a manager?
B: I suppose not. B: You’re joking.
tell their own story, so you’re not going to
A: It says in your CV that in your previous A: No, I’m not actually. It really is much
impress anyone by adding a lot of adjectives
position you were an ‘SPC professional’. more complicated than anyone
like ‘excellent’ and ‘outstanding’ to your
What exactly does that mean? Is Sales anticipated.
CV. Usually this will make an experienced
recruitment officer suspicious. It doesn’t Productivity Centre basically a sales B: Can you guarantee that you’re giving us
hurt to acknowledge one or two weaknesses department? priority on this? Will it be on time?
either – areas that you would like to improve B: Yes, we provided backup for 20 A: Yeah, sure, you’re at the top of the list.
and you want a chance to develop. Above all, salespeople from different sectors of the B: Okay. Listen, is Jorgen there? I’d like to
be honest, because if you exaggerate or lie, company. speak to him.
in the end someone is going to catch you out A: Are you saying you were directly A: Hang on, I’ll see if he’s available.
and you’ll end up looking stupid. involved in sales?
B: No, it was more about providing 2.19
2.16 support to help drive sales and increase Conversation 1
Speaker 4 productivity. A: Where are you going?
People’s motivations interest employers. A: I see. So, what sort of work did the job B: Well, I’ve finished everything I had to do
If you want to work for a specific company, involve? so I’m going to leave early.
tell them why, especially if you are changing B: I’d say it was a position that required A: What about the sales predictions for
jobs. Valid reasons would be that you are a lot of time management skills and next month?
frustrated by the limitations of your present prioritizing of tasks. It gave me a lot of B: Oh, I’d forgotten about that. I’ll start on
post, or that you can’t fulfil the potential insight into the sales process. them tomorrow first thing. I’ve arranged
of your background and education. Don’t A: Can you be a bit more specific, please? to meet someone at five.
whine, though, and don’t blame your current
B: Well, to be honest, some of the work
employers: you’ve learnt a lot with them, 2.20
was secretarial, but I am applying for
but it’s time to move on. Tell potential
your post because I’m capable of doing Conversation 2
employers that you have a lot to offer, and
far more. I’d like more responsibility C: Have you planned Mr Logan’s visit?
all you need is an opportunity to show it.
and to be able to use my studies and my What about lunch tomorrow?
If someone gives you a break, they won’t
languages.
be disappointed. D: I’m going to take him to The Redwing.
A: Yes, your English is obviously excellent
C: I seem to remember he’s a vegetarian.
2.17 and you speak Spanish. Is your Spanish
D: Is he? In that case, I’ll phone to check
as good as your English?
A: Right, shall we make a start? My they have a vegetarian menu.
name is Philip Rickett. I work in the B: Yes, it’s not bad.
human resources department and I’m A: Could you tell me about your degree 2.21
responsible for recruitment. course … in Spanish?
Conversation 3
B: Pleased to meet you. B: I’m sorry? Oh, I beg your pardon … Well,
E: Is everything confirmed for your trip to
A: Did you find us all right? I need a little time to think … Let’s see …
San Sebastián?
B: Yes, the map you sent me was very clear. 15 TIME F: Yes, the plane goes to Bilbao. I’m going
A: Good. Now, this is just a preliminary to take the train from there.
interview to check out some details. 2.18 E: No, don’t do that – it takes forever. The
If you’re successful, you’ll go on to a bus is much faster.
more in-depth interview this afternoon. A: Hello.
F: Is it? Well, I’ll take the bus, then.
Is that all right? B: Hello, is that Domingo?
B: Yes, I don’t have to be back at work until A: Yes, speaking. 2.22
tomorrow morning, so as long as I have B: Hi, this is Joe. Look, I need you to tell
Good afternoon. The subject of my
time to drive back this evening, me something about the new database.
presentation today is ‘The Myth of Time
that’s fine. We’re worried because it’s behind
Management’. There are thousands of books
A: Do your present employers know schedule. What’s the situation?
and online courses on the market which are
where you are? A: Well, yes, I’m sorry about the delay but designed to help people be better managers
B: No. I asked for a day’s unpaid leave for there have been some problems with of their time. They all suggest techniques
personal reasons. I didn’t say why. the application. for using our time more efficiently. They
A: What don’t you like about your current B: I appreciate that, but the system was recommend making ‘to do’ lists, prioritizing
position? supposed to be online last October. and not answering the phone as ways to
B: Actually, there are a lot of things You didn’t meet the deadline and it’s make us more time efficient. But do these
I do like about it, but no job is now February. My boss is getting a bit techniques really work?
perfect. I think I am ready for more nervous. And so am I. They say that time is money, but time is
responsibility and when I saw your A: Okay, okay. But you modified the not like other resources which we manage,
advert, I thought I should apply. requirements and the old system is not such as materials and machines. Use of time

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 PRE-INTERMEDIATE

depends to a large extent on personality C: The thing is that I need somewhere quiet really nice to have a bit more space
and attitude, but also factors outside our where we won’t be interrupted. Could I and comfort.
control. Sometimes we can change our own use your office? A: Just a minute, sir.
behaviour, but time management really D: All right, as long as it’s free by four. I’ve B: I’m sorry to put you to any trouble.
depends on changing the behaviour of the got a meeting myself. A: No, that’s okay. Oh, yes, there’s lots of
people around us and the demands they C: Don’t worry, it won’t take that long. space in business class. I think we can
make on our time. This is always difficult and
do it.
often impossible. As a result, you can be a 2.25 B: Oh, fantastic. How much is that?
very efficient user of your time – disciplined,
organized and choosing the right moment
A: Richard, I wonder if I could ask you a A: That’s all right, sir. Don’t worry.
favour? B: Oh, thank you ever so much.
to do vital tasks, yet still feel stressed and
overworked. In fact, in many cases this is B: Depends what it is. A: You’re welcome. Have a good flight.
simply because you are being asked to do A: I’ve got to go over to the warehouse to
more than is possible in the time available. do something, and I haven’t got my car. 2.28
The reality is that our use of time is usually Would you lend me yours? Conversation 2
about making choices that we don’t in fact B: No way! A: Good evening, sir.
have. One of the recommended techniques is A: What? B: Look, I’m not at all happy with the room
to close your door at certain times, or leave B: I never lend my car! In any case, where’s you’ve given me. It’s on the wrong side
your voicemail to deal with calls. That’s all your car? of the hotel. It faces onto the road and
very well, but if interruptions and dealing A: It’s in the garage. Eh, I had a little it’s far too noisy.
with unpredictable human problems are part accident. A: I’m sorry, sir. No one has ever said
of your work, then those techniques don’t B: And you expect me to trust you with anything before.
help very much. mine? B: I can’t believe that. Are you going to
Another time-management technique is to A: It’s just a minor scratch. Oh, don’t change it?
analyze what you are doing and decide if it is worry. I’ll think of something else.
important or not. Well, I think most people A: I don’t think I can, sir. We’re a bit full
of average intelligence can normally see the tonight.
2.26 B: Look, I’m really tired, and the last
difference between activity which is useful
and activity which is a waste of time. Unless A: Sandra, we need someone to answer the thing I want to do is argue about my
they dislike their job or their employer, they phone from 2.00 till 4.00 while Julia is room. If you don’t change it, I’ll tell my
will do useful things in their work time. off sick. Could you do it? company not to use this hotel again.
Time management may work with jobs with B: From 2.00 to 4.00? It’s not my hours. A: I’m sorry. There’s no other room
very defined tasks, where procedures and A: I know, but you can take the time later available.
processes are very clear. Machine operators, on. B: Oh, come on.
for example, don’t have to worry much B: It’s not the time. I’ll have to get someone A: There’s nothing I can do.
about managing their time because the to pick the kids up from school. Isn’t B: What about some sort of discount,
pace of work is imposed from outside. On there anyone else? then?
the other hand, if you are faced with a task A: No, there isn’t. Look, I know it’s A: I’m afraid I’m not authorized to offer a
which involves creativity or problem-solving, inconvenient, but I can’t think of any discount on your room.
how exactly to perform the task may not be other solution.
B: So, I have to pay the full price for a noisy
clear. It could also be that you are in a job B: Well, can’t we just put the answering room. Great!
where you lack either the necessary skills machine on for a couple of hours?
or appropriate training to carry out your A: Sir, if you want, I can call you a taxi …
A: Not really. It creates such a bad
duties. impression. Listen, I’d do it myself, but 17 OFFICE GOSSIP
We have to remember that there will always I’ve got to be somewhere else.
be more work than time. This is what keeps B: I’m sure you would, but it’s not my 2.29
us employed. How effectively you use problem, is it?
your time is a question of ability, training A: Hi Quin. How’s it going?
A: No, it isn’t, and obviously I can’t force B: Trixy! Where have you been?
and proper planning. But above all, it is
you to do it, but …
about having a positive attitude towards A: I had a few days’ holiday owing to me.
B: But?
your work, combined with reasonable B: Go anywhere interesting?
expectations about how much you can do. A: … but on the other hand, if you do it,
A: I wish! No, I went up north to stay with
I’ll see it as a personal favour.
my parents.
16 GETTING THINGS DONE B: I see. I don’t really have much choice, do
B: So, you haven’t heard the news.
I? I hope it’s just this time …
2.23 A: What news?
A: Yes, in principle, yes. But you never
know. Your contract is up for renewal B: About the ‘restructuring’.
Conversation 1
next month. Enough said? A: What restructuring?
A: Oh, look outside!
B: Yeah, enough said. B: They want to reorganize marketing
B: What’s up?
and sales.
A: I’ve got to go to the Post Office to pick 2.27 A: No! Really? Is it official?
something up and it’s raining. Could you
lend me your umbrella? Conversation 1 B: No, but somebody overheard Gary
A: Good afternoon, sir. talking to one of the management
B: Of course. As long as you don’t lose it.
B: Hello. I’m on flight IB 603. I was consultants.
A: Oh, right. Don’t worry, I won’t.
wondering if there’s any chance of an A: What did he say?
2.24 upgrade to business class? B: Apparently he said that we were
A: Well, I don’t know. It depends how overstaffed in some areas.
Conversation 2
crowded the flight is. A: Never!
C: Gert, I have a meeting with an agent
B: Yes, I quite understand, but I’d really B: Yes, this consultant told him they would
this afternoon, and they’re decorating
appreciate it if you could have a look. have to let some people go.
my office.
I don’t mind paying the extra. It’s just A: But that’s awful.
D: Lucky you.
that I’ve had a really hard day and it’d be

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 PRE-INTERMEDIATE

B: Yes, Gary asked him how many people it allows employees to share information
2.33 and build relationships that benefit both
involved.
A: And what did he say? Conversation 4 the company and the employees.
B: He said it depended on individual G: Hi, Monica. A: Are you saying that gossip should be
performance and attitude. H: Oh, hello Jim. How are things going? encouraged?
A: Does that include Maureen? G: Great. In fact, you can be the first to B: Not exactly, it’s obviously a question of
B: What do you mean? congratulate me. balance. All gossip and chatting doesn’t
A: Well, you know what they say about her H: Yes, you look very pleased with yourself. make for an efficient company, but
What’s up? neither does no gossip or chat. All I’m
and Gary.
G: I’m the new head of the eastern saying is that I think companies would
B: Go on … do well to remember this when trying to
sales team.
A: I’m not saying who, but someone told improve efficiency and bring down costs.
me he often sees them in the Café H: Oh, really? What salary are you on now,
then? A: Karina, I’m afraid that’s all we’ve got
Au Lait. time for. Thank you very much for
B: That little café on Oxford Road? G: Sixty grand a year.
talking to us. It’s been very interesting.
A: That’s right. H: I can’t believe it. Sixty thousand!
B: Thank you for inviting me.
B: Well I never! The other day he asked G: And they’re giving me a new
company car. A: That’s all for now from Business Today.
her if she would stay behind to work So, until next week, goodbye.
on a report. H: Oh, really? Congratulations, then. The
A: There you are, then. There’s no smoke drinks are on you. See you later. 18 E-COMMERCE
without fire. G: Yes. Bye.
B: Listen, don’t tell anyone I told you. 2.35
2.34
A: Now, come on, Quin, you know me I: For most listeners, Amazon, eBay™
better than that. A: In this week’s Business Today, we talk to and PayPal will of course be household
Karina Schmidt. Karina is the author of
B: Back to work, then. names, and bring to mind books, music
a report by the Industrial Society which and shopping on the world wide web.
A: Right. Catch you later. looks at workplace relations, and how
B: Bye. According to latest surveys, three out
they’ve changed over the years. Karina, of five Europeans have at some time
first of all, welcome to the programme.
2.30 B: Thank you, it’s a pleasure to be here.
bought goods on the Internet and online
sales have doubled annually over the last
Conversation 1 A: In your report, you say that many five years. But will this growth continue?
A: Jeff, have you finished last month’s companies nowadays have abandoned And what will the state of online trading
production figures? some useful institutions which allowed and shopping be ten years from now?
B: No, Jane, I’m sorry. Can I give them to for social interaction. Our guests today – Paul Bradley and
you this afternoon? B: Yes, these days there’s less opportunity Johan Webb – are both well-known
A: It’s no good being sorry. There’s always to gossip and socialize. For example, commentators and bloggers on business
some excuse. If they’re not on my desk often the tea trolley has been scrapped, and online technology. Paul, how do you
by 4 o’clock, I’ll have to speak to and having a chat in the tea break was see the future of e-commerce? What are
Mr Bradley. an important part of the working day. the pros and cons?
B: Yes, Jane. I’ll start straight away. Going for a drink after work around the P: It’s difficult to say because things move
corner is another example. so fast, but I think the future is quite
2.31 A: And why do you think these things have bright. I’m pretty sure that e-commerce
Conversation 2 disappeared? will become the normal way to buy and
C: David, have you got a minute? There’s B: I think it’s all part of the revolution trade, not in all products, but in a fairly
something I want to discuss with you … in human resources. Some of these wide range of goods. The advantages
in my office. traditions have become unfashionable. for the customer are obvious: access
Talking about things not connected to to products that may not be available
D: What’s it about?
work is now seen as bad and as wasting locally, in online shops open 24 hours a
C: Oh, well, we’re missing a laptop day, seven days a week and 365 days a
time. There are even theories about
computer from the store. year, with delivery to your doorstep.
removing chairs from meeting rooms, so
D: What has that got to do with me? that the meetings are more efficient and J: Yes, for the customer the benefits are
C: Well, you are the only other person with finish quickly. clear – convenience and lower prices.
a key to the store and … And the seller can do business with
A: And are we more efficient now, then?
B: Well, that’s a good question, but in any anyone in the world connected to the
2.32 Internet. In fact, the only limitations are
case, something has been lost from the
Conversation 3 workplace which is very important. And transport and delivery costs.
E: Marie, the figures you need are ready. perhaps in the long term, with these P: That’s absolutely right, but there are
F: Thanks, Pedro. Is everything okay? drives for efficiency, companies are other drawbacks as well. When you buy
E: Yes, no problems. Would you like to look making false economies. online you have to wait for the goods to
at them with me? A: In what way? arrive – a lot of us just don’t have the
F: Yes, but I’m a bit busy this afternoon. patience. There is also the possibility the
B: The difference between a good job and
goods won’t arrive as expected and when
E: Me too. Er, do you know that new café a bad job are the human, emotional
there are problems they can be difficult
they’ve just opened? It’s nice and quiet. elements. In other words, happy
to sort out. Returning goods is not easy.
We can go through them there after employees are productive employees.
With a product like a computer or
work. People enjoy the social aspects of work,
high-definition TV for example, people
F: Oh, I suppose so, but I won’t be able to the personal interaction with colleagues,
like to have a shop where they can take it
stay for long. the friendships …
back to if something goes wrong. After-
E: Great. See you there at about six, then? A: And the gossip! sales service is still a negative factor.
F: Yes, all right. See you there. B: And the gossip. Yes, in some ways gossip J: On the plus side, the seller can deal
is the glue that holds the organization directly with the manufacturer and
together. Providing communal space offer a cheaper price as a result. For the
such as coffee areas or lunch rooms customer, of course, the price difference

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 PRE-INTERMEDIATE

has to be enough to make it worth c Having a good idea is one thing, but B: I had to get up at three in the morning
taking the risk. putting it into practice is another. so I could shower and dress, take my
I: Is payment a problem? d High productivity is one thing, but kids to my mother’s, and set off to
P: For me, security is still the big issue improving staff motivation is another. work by 4.30.
in people’s minds. They’re scared of e Creating a good product is one thing, A: 4.30!
identity theft and what happens to the but selling it is another. B: Yes, there was a lot of traffic. On a good
information they give online. For the day I got there by 6.30. That gave me
moment it’s something which is slowing 19 E-WORK half an hour to relax before starting my
down growth. shift at seven o’clock.
J: There are solutions out there. Payment 2.37 A: It sounds awful.
systems like PayPal offer guarantees and Interview 1 B: Yes, I was getting up in the dark and
security. If something goes wrong you A: The Internet and other new technologies getting home in the dark. I never saw my
can get your money back quite easily. have changed the way we work and the husband or children. I liked my job, but
I: What about the type of products that titles of our jobs. For example, instead my life was a nightmare.
can be sold? of the secretary, meet Jill Spencer, a A: And what is life like now?
J: Well, except for perhaps making your ‘virtual assistant’. Jill, what exactly is a B: Oh, I feel like the luckiest person alive.
order at the local supermarket via a virtual assistant? I now get up at 5.30. My mother still
webpage, I don’t think buying food is B: Virtual assistants, or VAs, work from looks after the children but I don’t have
ever going to take off. Books and DVDs home. We offer services to businesses the 80-mile drive to work along Highway
are one thing, but fruit and vegetables which don’t have sufficient work to 101. We’ve set up my workplace in one
are another. justify employing someone full-time. of the bedrooms. I sit down in front of
P: Yes, and buying online makes the A: Why did you decide to be a virtual a camera, pin on a microphone and I’m
groceries more expensive, so what’s the assistant? ready for business.
point? Actually, this highlights another B: I retired from my job as a conference A: How does it work at the hotel?
limitation. You can see pictures, read organizer, but I wanted to earn some B: Guests still go up to the concierge desk,
text and hear sounds on the Internet, extra money. I became a VA because it but instead of me in person, they see me
but you can’t smell a flower or feel the meant I didn’t have to leave my country on a giant TV screen. They can only see
quality of cloth online. There will always home down here in Cornwall. my head and shoulders, so I can wear my
be some products that people will want
A: Yes, it’s a lovely place – I can understand slippers while I work.
to touch and feel before they buy.
why you didn’t want to move away. So, A: What do your employers think about it?
J: Not only that, but when you go to a shop how did you start? B: Oh, they’re happy because they can’t
and pick something up, you choose what
B: I had a lot of contacts from my previous afford to lose me. In the hotel industry
to look at and how to look at it. On the
work. I began by providing things like we don’t have the high salaries of Cisco,
Internet, you only see what the seller
bookkeeping, but now I offer a range of Palm or Sun Micro, so there’s a high
wants you to see. That’s why people are
services for clients all over the UK. turnover of staff. With unemployment
more comfortable buying products like
DVDs, books and electronic gadgets. A: It’s going well, then? around here so low it’s hard to replace
B: Yes, I wasn’t looking to earn a fantastic workers. It cost them $50,000 but they
Often you’ve already seen them in a
amount of money. The biggest advantage thought it was worth a try.
shop before and you’re just looking for
a better price. Personally, for example, I is that you can do as little or as much as A: And the guests?
won’t buy clothes online unless I know you want. If it’s a lovely sunny day, I can B: They’re happy. Apart from anything else
it’s something I want because I’ve been sit out in the garden and do the work in they don’t have to leave a tip!
able to try it on to see if it fits. the evening.
I: Can we go back to the use of credit A: What do you need to get started? 2.39
cards? Apart from security, are there any B: The basic tools are a computer with an A: Have you seen this?
other issues? Internet connection, a scanner and a B: What?
P: Well, yes. Credit cards are an added cost mobile phone. Anyone with basic office A: ‘Make money while you work at home.
for the seller, but you can’t pay cash over skills could do the job. Apart from that No skill required.’
the Internet. it depends on the kind of services you’re B: Oh, it’s not really about working at
J: There’s another point here. Because going to offer and what the clients want. home. You sign up to a scheme where
payment is by credit card, very small or A: And what’s in it for the companies? they say they will pay you to reply to
very large transactions tend not to be B: Companies get a huge amount out of it emails or visit pages on the Internet.
conducted online. because they only use a virtual assistant Then you’re supposed to persuade your
P: And that brings us back to what when they need one. Also, they can friends and family to do it.
e-commerce is all about: buying and perhaps get someone with a higher A: Oh, so it’s like pyramid selling.
selling products which are suitable for professional level than they could get B: Yes, the more people you get to do it,
package delivery, where compared to if they had to pay someone full-time. the more money you make. The idea is
traditional retail, the costs of selling, There’s also no problem of office hours. to show potential advertisers that they
payment and transport make it worth A businessman can be out of the office have an audience. I doubt it really works.
doing business online for both buyer all day, but his assistant is still available If it was so easy, everyone would do it.
and seller. in the evening if he needs to discuss
A: That’s a shame. I wouldn’t mind working
I: Well, Paul, Johan, thank you both very things. I think it could make a big
at home if I had the opportunity.
much. If you would like to comment on difference to everyone’s lifestyle.
B: I’m not so sure. I wouldn’t miss
anything you’ve heard, don’t forget you
can email us at …
2.38 travelling in to work every day but if I
was at home, I’d miss the contact with
Interview 2
the people here.
2.36 A: Anna, what exactly do you do?
A: That’s true, but if you could just come
a The right qualifications for a job are one B: I’m a concierge at the Westin Hotel in in a couple of days a week it would be
thing, but having experience is another. Santa Clara, California. okay. On the other hand, unless you had
b A high turnover is one thing, but making A: What was life like before you became a somewhere quiet to work, it would be
good profits is another. teleworker? difficult to get anything done.

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 PRE-INTERMEDIATE

B: Do you think you’d be disciplined A: Er … about two million dollars’ worth

enough? worldwide.
A: I don’t know. I would if it was my own B: Could I see the documentation?
business, but otherwise, who knows? It A: Well, I’m afraid that’s confidential, but
probably sounds more attractive than it listen, if we can make a deal today, I can
would be in reality. offer you an even better discount.
B: They do talk about telework a lot these
days. Some people say that if people
stopped commuting, it would be much
better for the environment.
A: That’s probably right but in the end,
I think it depends on the type of job
you have.

20 WORKING LUNCH

2.40
A: This looks like a very nice place, Satomi.
B: Yes, I thought you would like it.
A: Yes, I really like the décor. Er, could you
order for both of us, Satomi?
B: Of course. I think we could have some
miso soup to start with. They do it very
well here.
A: Okay. Sounds good.
B: And then I think you should try
some unagi.
A: What’s that?
B: It’s eel – grilled and served on a bed of
rice. It’s delicious.
A: Hmm, I’m sure it is. Actually, do you
think I could have a steak?
B: Well, I’m afraid they don’t serve
steak here.
A: I’ll try the unagi, then.
B: Fine. Would you like some sake, or
would you prefer some tea?
A: No, no, let’s have some sake.
B: Right. Sake it is, then.

2.41
C: So, any news from Tokyo, Neil?
A: No, I’m afraid not, Jeff. It looks like
they’re not interested.
C: How did it go with Ms Tanaka?
A: Oh, she was really nice. She took me
to a great restaurant. Actually,
everything went okay until we got
down to business.
C: What happened?
A: I don’t know. I thought the sale was
a sure thing, but she seemed to lose
interest. I don’t know what I did wrong.

2.42
A: Mmm, that was delicious.
B: I’m glad you enjoyed it. So, Neil, tell me
about this digital control software. Why
do you think we should be interested?
A: Because it’s easily the best program for
the job on the market.
B: The system we use at the moment works
okay. Why should we change?
A: It’s a question of costs. It could save
you up to 30%. If you look at the
competition, there’s just no comparison.
B: Can you give me some information
about your sales?

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