1craven Miles Cambridge English Skills Real Listening Speakin

C a m b r id g e English Skills
Listening
with answers
& Speaking
Miles Craven
Listening & Speaking 4
with answers
Miles Craven
PES C a m b r id g e
^ | .p U N IV ER SIT Y PRESS
C A M B R ID G E U N IV E R S IT Y P R E S S
Cambridge, New York, Melbourne, Madrid, Cape Town, Singapore, Sao Paulo, Delhi
Cambridge University Press

The Edinburgh Building, Cambridge CB2 8RU, UK
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Information on this title: www.cambridge.org/9780521705905
© Cambridge University Press 2008
This publication is in copyright. Subject to statutory exception

and to the provisions of relevant collective licensing agreements,
no reproduction of any part may take place without the written
permission of Cambridge University Press.
First published 2008
Printed in the United Kingdom at the University Press, Cambridge
A catalogue record for this publication is available from the British Library
ISBN-13 978-0-521-70590-5
Cambridge University Press has no responsibility for the persistence or

accuracy of URLs for external or third-party internet websites referred to in
this publication, and does not guarantee that any content on such websites is,
or will remain, accurate or appropriate.
Contents
Map of the book 4
Acknowledgements 6
Introduction 7
i® Social and Travel
[UJO
ijKI How's it going? 10
I’m looking for a camera 14
JO
T I need to see a doctor 18
4 What’s the problem? 22
Q0OD&Q5 What a lot of red tape! 26
i i[fL Q What a great view! 30
34
Work and Study
QJJDlI0'G7 I’d appreciate it 36
UDUD&G8 This is your office 40
HDdqB'G9 I’ll sort it out 44
(ME 10 Can I call you back? 48
ODddQE11 S all we move on? 52
CLDdQ&G12 I’d like to begin by . . 56
(yJOD&E13 Let. >take a closer look 60
EDDQ&514 Can you expand on that? 64
(yjmBEIS t’ll help me je t a good fob 68
GrD[fD&G16 work well under pressure 72
K @ w 0@ w 2 76
Appendices
/S\[p[p®DQ(a]te1 Useful language 78
/^[p)@[jD(l][]2X2 Pronunciation features 83
Z ^ )g )@ m *3 Speaking strategies 84
/S\[p)[o)®[jil(a]BEX4 Presentation skills 85
Audioscript 86
Answer key 99
3
Map of the book
Unit
number Title Topic How t o ...
Socializing start up a conversation and make small talk

develop and maintain a conversation
understand when someone is being ironic
use intonation to indicate emotions
Shopping ask about products in detail

negotiate and get a good deal
return an item to a shop and give an explanation
Healthcare enquire about and register for health services

understand a doctor's diagnosis
use stress to correct any important misunderstandings
Living away from describe everyday problems and speculate about causes
home and consequences
give advice and make strong recommendations
explain the consequences of particular actions
Bureaucracy ask about official procedures

understand official processes
be concise and to the point when answering questions
Sightseeing show visitors around your home town

talk about places of interest
ask about attractions in a city
make strong recommendations
7 I’d appreciate it Requesting o understand detailed requirements

services o make polite requests and explain what you want
s* o interupt politely and ask for help
■o
3 o specify requirements and justify your reasons
to
TS
£
CQ This is your office Organizations and o understand and explain company structures
X 8
people o understand roles and responsibilities
o o talk about your role and responsibilities
§
o describe personal qualities and strengths
Map of the book
Unit
number Title Topic How to .
9 I’ll sort it out Problems at work o handle customer complaints

o confirm and check important information
o put forward solutions
10 Can I call you On the phone o make and take calls successfully
back? o take and leave messages
o overcome phone-related difficulties
11 Shall we move on? Meetings o identify other people's opinions

o participate successfully in a meeting
o lead a meeting effectively as chair
o express your opinions diplomatically
12 I’d like to begin Attending lectures o take notes effectively

and talks o summarize what you've heard
Work and Study
by ...
o ask detailed questions for further information
13 Let’s take a closer Giving lectures and o understand detailed information

look talks o describe information in charts and graphs
o link ideas effectively using signpost words
14 Can you expand Participating in a

seminar
o
o
follow the development of a discussion
express your opinions and disagree politely
on that?
o ask for more detail
o participate effectively in a seminar
15 It'll help me get a Study o talk about your study plans in detail
good job management o ask for opinions and recommendations
o understand detailed course requirements
o understand library services and procedures
16 I work well under Interviews e describe yourself and your strengths

pressure o sound confident and make a good impression
o deal with difficult questions
5
Acknowledgements
The author would like to thank all the Cambridge University The authors and publishers would like to thank the
Press team involved in the development of Real Listening follow ing for permission to reproduce photographs:
& Speaking 4 for their commitment, enthusiasm and
Key: I = left, c = centre, r = right, t = top, b = bottom
outstanding support; especially Nomn Burke, Roslyn
Henderson, Caroline Thiriau, Linda Matthews and Martine Alamy/©UK Retail Alan King for p. 16 (I), /©Eric Nathan for
Walsh. Very special thanks also to Sheila Dignen and Claire p. 32, /©INSADCO Photography for p. 44, /©Neil Grant for
Thacker for their excellent editing, and to Bell International p. 70; BP pic for p. 40 (1); Getty Images for p. 40 (3);
for the use of their wonderful facilities. Finally, I would like to ©Google Inc, 2007. Reprinted with permission for p. 40 (5);
thank Jessica for her love, patience and support, which make Masterfile/©Jon Feingersh for p. 11, /©M ike Randolph for
p. 30 (b), /©WirelmageStock for p. 52, /© M in Roman for
all things possible.
p. 75; Photolibrary/©lmagestate Ltd for p. 14 (b);
The author and publishers are grateful to the following Punchstock/©Creatas for p. 10, /©Stockbyte for p. 41,
reviewers for their valuable insights and suggestions: /©image 100 for p. 48 (I), /©Digital Vision for p. 48 (r),
/©Polka Dot Images for p. 64, /©Digital Vision for p68 (I),
Kathryn Alevizos, UK /©Image Source for p. 68 (r), /©Stockbyte for p. 72; Rex
Steve Banfield, UK for p. 40 (6); Sony Ltd for p. 40 (2);The Moller Centre,
Barbara Gardner, UK Cambridge for p. 36 (all); Toyota Motor Manufacturing Ltd for
Nigel Daly, Taiwan p. 40 (4); Wal-Mart Stores Inc. for p. 40 (7).
Rosie Ganne, UK
Hebe Gomez, Spain Many thanks also to The Meller Centre, residential
Peter Gray, Japan management and conference centre in Cambridge for the use
Jessie Mackay, Spain of the photos on page 36 and inspiration for Unit 7.
Dr Zbigniew Mozejko, Poland
Paul Seligson, UK Illustrations:
Raymond Sheehan, UAE
Rui da Silva, Korea Kathy Baxendale pp. 22, 37, 39, 60, 61; Mark Duffin pp. 14,
Wayne Trotman, Turkey 17b, 23, 26, 30, 33, 38, 45; Katie Mac pp. 18, 46, 66; Laura
Martinez pp. 17t, 25, 28, 42, 59; Julian Mosedale pp. 12, 54;
The authors and publishers acknowledge the following Ian West pp. 2 1 ,5 1 ,7 2
sources of copyright material and are grateful for the
permissions granted. While every effort has been made, it Text design and page make-up: Kamae Design, Oxford
has not always been possible to identify the sources of all Cover design: Kamae Design, Oxford
the material used, or to trace all copyright holders. If any Cover photo: © Getty Images
omissions are brought to our notice, we w ill be happy to Picture research: Hilary Luckcock
include the appropriate acknowledgements on reprinting.
p. 13: graphs and figures on tourism with permission from

the Ministry of Tourism (New Zealand).
6
To the student
W h o is R eal L is te n in g & S p e a k in g 4 for? After each main section there is a review unit. The reviews
You can use this book if you are a student at advanced level help you practise the skills you learn in each section.
and you want to improve your English listening and speaking. At the back of the book you can find:
You can use the book alone without a teacher or you can use O Appendices: contain lists of Useful language for every unit
it in a classroom with a teacher. and more ideas about how to improve your listening and
speaking
H o w will R eal L is te n in g & S p e a k in g 4 help me O Audioscript: includes everything that you can hear on the
w ith m y listening and speaking? audio CDs and gives information about the nationalities of
Real Listening & Speaking 4 contains practical tasks to help the speakers
you in everyday listening and speaking situations, e.g. at the O Answer key: gives correct answers and possible answers
shops, sightseeing or travelling away from home. It also gives for exercises that have more than one answer
practice in a range of work and study situations. It is designed
to help you with listening and speaking tasks you will need to H o w can I use Real L is te n in g & S p e a k in g 41
do when communicating in English, at home or abroad. The book is in two sections: Social and Travel, and Work and
The exercises in each unit help you to develop useful skills Study. The units at the end of the book are more difficult than
such as listening for context, listening for specific information the units at the beginning of the book. However, you do not
and listening for the main idea. It is designed to help you need to do the units in order. It is better to choose the units
with listening and speaking you will need to do when that are most interesting for you and to do them in the order
communicating in English at home or when visiting another you prefer.
country. There are many different ways you can use this book. We
suggest you work in this way:
H o w is Real L is te n in g & S p e a k in g 4 organized? O Look in the Contents list and find a unit that interests you.
The book has 16 units and is divided into two main sections: O Go to Appendix i and look at the Useful language for the
O Units 1-6 - social and travel situations unit you want to do. You can use a dictionary to help you
O Units 7 -1 6 - work and study situations understand the words and expressions.
O Do the Get ready to listen and speak section at the start of
Every unit has:
the unit. This will introduce you to the topic of the unit.
O Get ready to listen and speak: introduces you to the topic
O Do the other exercises in the unit. At the end of each
of the unit
exercise, check your answers in the Answer key.
O Learning tip: helps you improve your learning
O If your answers are wrong, study the section again to see
O Class bonus: gives an exercise you can do with other
where you made mistakes.
students or friends
O Try to do the listening exercises without looking at the
O Speaking strategy: explains a useful strategy
audioscript. You can read the audioscript after you finish
O Speak up!: practises the strategy
the exercises. Some exercises ask you to respond to what
O Extra practice: gives an extra exercise for more practice
you hear. You can pause the CD to give you time to say
O Can-do checklist: helps you think about what you learnt in
your answer.
the unit
O If you want to do more work in this unit, do the Extra
Most units also have: practice activity.
O Focus on: helps you study useful grammar or vocabulary © At the end of the unit, think about what you learnt and
O Did you know?: gives extra information about vocabulary, complete the Can-do checklist.
different cultures or the topic of the unit O Go to Appendix I and look at the Useful language for the
O Sound smart: helps you with pronunciation unit again.
7
W h a t is C a m b rid g e E nglish Skills?
Real Listening & Speaking 4 is one of 12 books in the Cambridge English Skills series.
The series offers skills training to students from elementary to advanced level, and
also contains Real Reading and Real Writing books. All the books are available in with-
answers and without-answers editions.
Level Book Author

Real Reading 1 with answers Liz Driscoll
Real Reading 1 without answers Liz Driscoll

Elementary
CEF: A2 Real Writing 1 with answers and audio CD Graham Palmer
Cambridge ESOL: KET
Real Writing 1 without answers Graham Palmer
NQF Skills for life: Entry 2
Real Listening & Speaking 1 with answers and audio CDs (2) Miles Craven
Real Listening & Speaking 1 without answers Miles Craven

Pre-intermediate
CEF: B1 Real Writing 2 with answers and audio CD Graham Palmer
Cambridge ESOL: PET
Real Writing 2 without answers Graham Palmer
NQF Skills for life: Entry 3
Real Listening & Speaking 2 with answers and audio CDs (2) Sally Logan & Craig Thaine
Real Listening & Speaking 2 without answers Sally Logan & Craig Thaine

Intermediate to upper-
intermediate Real Writing 3 with answers and audio CD Roger Gower
CEF: B2
Cambridge ESOL: FCE Real Writing 3 without answers Roger Gower
NQF Skills for life: Level 1
Real Listening & Speaking 3 with answers and audio CDs (2) Miles Craven

Advanced
CEF: Cl Real Writing 4 with answers and audio CD Simon Haines
Cambridge ESOL: CAE
Real Writing 4 without answers Simon Haines
NQF Skills for life: Level 2
8
Introduction
W h e re are th e teacher's notes? W h a t is th e best w ay to use Real L is te n in g &

The series is accompanied by a dedicated website containing S p e a k in g 4 in th e classroom?
detailed teaching notes and extension ideas for every unit of The book is designed so that there is no set way to work
every book. Please visit www.cambridge.org/englishskills to through the units. The units may be used in any order,
access the Cambridge English Skills teacher's notes. although the more difficult units naturally appear near the end
of the book, in the Work and Study section.
W h a t are th e main aims o f R eal L is te n in g &
You can consult the unit-by-unit teacher's notes at
S p e a k in g 4?
www.cambridge.org/englishskills for detailed teaching ideas.
To help students develop listening and speaking skills in However, as a general guide, different sections of the book
accordance with the ALTE (Association of Language Testers can be approached in the following ways:
in Europe) Can-do statements. These statements describe Useful language-. You can use the Useful language lists in
what language users can typically do at different levels and in the Appendices to preteach or revise the vocabulary from
different contexts. Visit www.alte.org for further information. the unit you are working on.
To encourage autonomous learning by focusing on learner Get ready to listen and speak: It is a good idea to use
training this section as an introduction to the topic. Students can
work on these exercises in pairs or groups. Some exercises
W h a t are th e key features o f R eal L is te n in g & require students to answer questions about their personal
S p e a k in g 4? experience. These questions can be used as prompts for
It is aimed at advanced learners of English at level Cl discussion. Some exercises contain a problem-solving
of the Council of Europe's CEFR (Common European element that students can work on together. Other
Framework of Reference for Languages) exercises aim to clarify key vocabulary in the unit. You can
It contains 16 four-page units, divided into two sections: present these vocabulary items directly to students.
Social and Travel and Work and Study Learning tips: Focus on these and draw attention to them
Listening & Speaking 4 units contain: in an open class situation. An alternative approach is for
Get ready to listen and speak warm-up tasks to get you to create a series of discussion questions associated
students thinking about the topic with the Learning tip. Students can discuss their ideas in
Learning tips which give students advice on how to pairs or small groups followed by open class feedback.
improve their listening and their speaking The Learning tip acts as a reflective learning tool to help
Sound smart activities which focus on pronunciation promote learner autonomy.
Focus on activities which provide contextualized Class bonuses: The material in these activities aims to
practice, in particular language or vocabulary areas provide freer practice. You can set these up carefully,
Class bonus communication activities for pairwork and then take the role of observer during the activity so that
group work so you can adapt the material to suit your students carry out the task freely. You can make yourself
classes available to help students or to analyze the language they
Did you know? boxes which provide notes on cultural produce during the activity.
or linguistic differences between English-speaking Extra practice: These tasks can be set as homework or
countries, or factual information on the topic of the unit out-of-class projects for your students. Alternatively,
Extra practice extension tasks which provide more real- students can do some tasks in pairs during class time.
world listening and speaking practice Can-do checklists: Refer to these at the beginning of a
Can-do checklist in every unit to encourage students to lesson to explain to students what the lesson will cover,
think about what they have learnt and again at the end so that students can evaluate their
There are two review units to practise skills that have been learning for themselves.
introduced in the units. Appendices: You may find it useful to refer your students
It has an international feel and contains a range of native to these.
and non-native English accents. Audioscripts: occasionally non-native speaker spoken
It can be used as self-study material, in class, or as errors are included in the audio material. They are labelled
supplementary homework material. Did you notice? in the audioscript and can be used in the
It covers a wide range of highly practical activities that give classroom to focus on common errors.
students the skills they need to communicate effectively in
everyday situations. 9
How’s it going?
listen and speak
© Do you ... Yes Sometimes No
like going to parties? □ □ □
enjoy meeting new people? o □ □
prefer to socialize only with people you know? □ □ □
hate making small talk with strangers? □ - □ L □
switch off if you are not interested in the conversation? □ □ □
prefer to listen to others than give your opinion? □ □ □
© What do you think your answers say about your character?
go to Useful language p. 78
A Listening - Starting a conversation

1 I Listen and com plete these expressions you can use to
start a conversation.
a What jU<L.i}Qu__gel_up_ to at the weekend?
b How's..................................... ?
c Did yo u ................... last night?
d It's__________ , hasn't it?
e So, how ______..............................?
f Wow! I ................................
2 f © Listen and match each response (1 -6 ) w ith a conversation

s ta rte r (a -f) in Exercise 1.
B Listening - Making small talk

1 H E ) Kerri, from Ireland, is at a p arty in a friend's hom e. Listen
to tw o conversations (A and B) she has w ith p eo p le she m eets.
?Circle)th e correct answer.
Who ...
a talks about himself? /Tim )/ Nick
b responds to information? Tim / Nick Learning tip
c doesn't ask questions? Tim / Nick
To get on well in conversation it’s
d shows interest? Tim / Nick
important to be a good listener.
e asks lots of questions? Tim / Nick
Listen carefully and respond to
what you hear, showing interest
2 ♦ < D W hich conversation is m ore successful? W hy? Listen again
and asking questions for more
and n o te your ideas.
information, This will help keep
the conversation going.
10 ® Social and Travel

How's it going?
C Speaking - Keeping a conversation going (1)

Speaking strategy: Asking follow-up Speak up!
questions 2 Im agine you are speaking to som eone at a
1 Look a t this e xtrac t from Kerri's conversation party. W rite one follo w -up question fo r each of
w ith Nick. U nderline th e follo w -up questions these statem ents,
th a t Nick asks Kerri abo ut her w ork. a I've lived here for five years now.
before?............................................
b I work in Manchester.
^ c I'm going on holiday soon.
d I went to Paris last week.
• ,*4 . e I moved house last Monday.
«K Wk i
7"
Kerri: We work in the same department.
^
Nick: Oh. I see. How long have you worked there?

. o /
_
3 * © N o w listen to e ig h t statem ents (a-h ). For
each s tatem ent, respond by asking a follo w -up
question
Example
Kern: Nearly a year. You Hear: cl
Nick: Great. Are you enjoying it? , Hfty6 ^ 0
You say: OH really? WHaE are tHelr names?
D Speaking - Keeping a conversation going (2)

Speaking strategy: Using question tags Speak up!
1 Look a t tw o m ore extracts from Kerri and 4 Im agine you are speaking to som eone at a
Nick's conversation. H ow does Nick encourage party. Use th e ideas b elo w to m ake questions
Kerri to respond? using question tags. M ake your voice go down
a Nick: Great party, isn't it? at th e end, asking fo r a g ree m en t.
__ _
Kerri: Yeah, it's really good. Example: cl John’s a. nice guy, Isn’t He?
b Kerri: Have you ever been to Dublin? a John / nice guy
Nick: No, but I've always wanted to go. It's not b music / great
expensive, is it? c cold / yesterday
d you / two children
N o tice th a t using a question tag turns a
e they / not from here
s ta te m e n t into a question and invites the
f your birthday / last week
listener to reply.
5 N o w use th e ideas b elo w to m ake m ore
2 I © N o w listen to each extract. Does Nick's questions using question tags. This tim e , make
voice go up or dow n at th e end o f each your voice go up at th e end, asking fo r
question tag? clarification.
a ............ b
3 In which question ... a you / not live in London

1 does Nick ask for clarification?...... b he / not find a job yet
2 does he want Kerri to agree with him?...... c Julia / not pass driving test / last week
d you / not shopping / next weekend
e they / eat meat
f you / not watch the match / last night
11
How’s it going?
1 Make each statement a question by adding a

Speaking strategy: Reply questions
question tag.
1 Look at another extract from Kerri's a You haven't lived here long, haveyou ?
conversation w ith Nick. N otice how Nick shows b You like your job, ...... ?
interest by asking a short question Do you? This c Michael is a nice guy, ...................?
is called a re p ly question. d Tina isn't coming for dinner tonight, ......................
Kerri: I come from Dublin originally. e I've seen you somewhere before,.......................
Nick: Do you? That's great. They say it's a really fun city. f They come from Germany,......................... ?
g You won't be late, ............... ?
h We met at Julie's party last month,.......................
Speak up!
2 Say each question twice. First, make your voice go
2 C o m p lete each conversation w ith a reply
up, asking for clarification. Then make your voice go
question. down, asking for agreement.
a A: I bought a new car last month.
B :..................... ? What model didyou gofor?
b A: I don't like classical music at all. Did you know ...?

B :......................... ? I love it.
Conversations last longer when people smile
c A: I've got terrible backache. and keep good eye contact.
B :......................... ? Oh dear.
3 I € l ) Listen and check. Then play the recording

again and take the role of B. Try to speak at the
same tim e.
Imagine you are at a party. Stand up, mingle with your

4 » © N o w listen to eig h t m ore statem ents and classmates and start conversations together. Try to keep
respond to each one w ith a reply question. Try each conversation going as long as you can by asking
to add a follo w -up question to o , if you can. follow-up questions, using question tags and reply
Example.: You hear: a. It’s my birthday today. questions. Use your body language to show interest and
You say: Is it? Congratulations. What are you to relate to the people you are speaking to.
going to do to celebrate?
1 %® Listen and com plete conversations a and b. 3 I © N o w listen to th ree m ore conversations
a Emma: Oh no. It's......................... ! and match each conversation (a-c) to one o f
Tony: Great. 1was going to 1 th e pictures (1 -3 ) below .
afternoon. I 2
Julie: It said on the news that

going to fall.
Frank: Really? That's great. I've just bought a
2 Look at each conversation again and tick /

your answers.
a How do Tony and Frank both feel?
pleased O relieved Q disappointed O excited
b When they say Great / That's great, what do they mean?
'How wonderful!' HU
'Oh no. That's terrible!' Q
'I'm not interested.' O

How's it going?
4 * © Listen again and match

each expression you hear
w ith a conversation.
1 * ■ © The way you say something can change its meaning. Listen to these
What a pity! Conversation a
examples.
That's marvellous! Conversation b
How exciting! Conversation c a Guess what? I've passed all my exams. That's great.
5 * © Listen again. W h a t does b There's nothing to do and nothing on TV either. That's great.
each speaker re a lly mean?
In the first example the speaker has a high tone and emphasizes great to
a I'm pleased about that,
show enthusiasm. In the second example, the flat tone and lack of intonation
b How boring!
on great indicates boredom.
c What a disaster!
2 M 3 5 Listen to the examples again and repeat each response.
What a pity!
That's marvellous!...... t © Now listen to each expression below spoken in a different way.
How exciting! Tick / what emotion the speaker is trying to convey in each case.
enthusiastic bored
a That's really interesting. 0 □
b That's really interesting. □ □
c How marvellous. □ □
Complete each exclamation d How marvellous. □ □
with H o w .. , W hat... or e That's exciting. □ □
What a ... . f That's exciting. □ □
a What a terrible thing to say!
g What a good idea. □ □
b awful! h What a good idea. □ □
c ... pity!
d fantastic news! 4 f © Listen and check. Then listen again and repeat each sentence using
e great idea! the same intonation.
f appalling weather!
g ............. amazing!
h mess!
i unusual!
j .. .......... relief!
Find an English-speaking club in your area. Go along with a friend to the next
meeting. Use the question techniques and strategies in this unit to help you
communicate with the people you meet there.
Can-do checklist
Tick what you can do. Need more practice
I can start up a conversation and make small talk.
I can keep a conversation going using a range of question techniques.
I can understand when someone is being ironic.
I can use intonation to indicate emotions such as enthusiasm.
13
I’m looking for a camera
Get ready to listen and speak
o Match each item (a-l) with a picture (1-12). 1
a DVD recorder ..S..
b MP4 Player___
c plasma T V ___
d desktop PG ......
e laptop/notebook com puter.....
f smart phone
g USB memory stick___
h digital camcorder 8
i all-in-one printer.....
j memory card ___ -
k SatNav system
I shredder .....
o Tick / the items you own.
A Listening - In an electrical shop

1 4 <6DListen to five short conversations in an 2 # #ZD Listen again. M ake a list of the words
electrical shop. For each conversation, decide which and expressions that help identify each item.
item (a-l) above the people are talking about. a rnaps .pLyi..yowr route, _touch _screen......................
a SaiNcw _system b .................................................................................
b c .................................................................................
c d .................................................................................
d .................. ................. e .........................
e ....................................
B Listening - Asking for information

1 I © Paola is an Italian teacher working in London. She's
thinking o f buying a smart phone. Listen to her talk to an
assistant and com plete the expressions she uses below.
a I'm looking for a smart phone.
b I'm this one.
c Can wireless internet is?
d Sorry, 'hotspot' mean?
e Could you that?
f I'd more about that, please.
the battery life

2 M atch each expression

from Exercise 1 (a -g ) w ith a Learning tip
function (1 -3 ). Whenever possible, try to prepare for a conversation. Think in advance about
1 Asking for an explanation what you want to say, and how you can say it in English.
2 Asking for information
3 Saying what product you want

Did you know ...?
WEEE means Waste Electrical and Electronic Equipment. Every year,
millions of tonnes of old and unwanted electronic goods are thrown away.
3 * © Look at these things you This creates a huge environmental problem. Governments,
can do w ith a sm art phone. manufacturers and individuals around the world are trying to
Listen again and num ber collect, reuse and recycle these unwanted electronic goods.
each one in th e o rd er it is
m e n tio n ed (1 -1 0 ).
organize appointments |T|
take notes and write documents Q
The schwa h i I
store addresses and contacts Q
surf the Internet O The schwa is the weak vowel sound in some syllables that is pronounced h / .
read and send email O It is very common in spoken English.
listen to music □ 1 I © Listen to these words. Notice the schwa,
take photos and videos Q connect picture computer
watch TV I I 2 # © Now listen to these words. Underline the schwa in each word. It may
download video games Q appear more than once.
transfer files to your computer O camera popular feature
address appointment
4 *> © A nsw er these questions,
then listen once m ore and 3 f t © Listen to this sentence. Notice the schwa.
check. I often use my phone to surf the Internet.
a What is the advantage of wireless 4 f © Now listen to these sentences. Underline the schwas,
internet?... a Can I take a closer look?
b Here's a picture of me and my friend,
b What is a 'hotspot'? c The assistant said there's a sale on today.
5 » *15-18) Listen again and repeat the words and sentences. Try to pronounce
the schwa sound each time.
C Speaking - Finding out about a produ

Speaking strategy: Asking how to use Speak up!
something 3 • © Im agine you w a n t to buy a sm art phone.
1 Look at this extract from the end o f Paola's Use th e w ords b elo w to m ake sentences.
conversation. N otice the expression in bold th a t Listen and respond to th e assistant.
she uses to ask how to use the smart phone. Example.
You Hear: Can I Help you?
Paola: What happens if I press this button here?
a
Assistant: Er, nothing. You've got to turn it on first!
You say: Yes, please. I’m looking -for a smart pHone.
2 H ere are some o th e r expressions you can use a look for / smart phone
to ask how som ething works. b have / a closer look?
What does that (button) do? c happens / press this button?
What is this (button) for? d keypad / for?
e blue button / do?
15
D Listening - Making a purchase

1 * @ James is buying a D V D recorder. Listen and tick /
which extra services th e assistant m entions.
Special payment terms O An accessory at a reduced price Q
An extended warranty O Delivery Q
After-sales technical support O Installation and demonstration O
2 * @ Listen again and w rite th e cost o f each additional

service th e assistant offers.
3 *» "is) Listen once m ore. W hich service does James decide

to buy? W h a t does he n o t have to pay for?
E Speaking - Getting a good deal

Speaking strategy: Negotiating
1 Look at this e xtrac t from th e conversation in the
electrical shop. U nderline th e w ords James uses to
bargain w ith th e assistant.
Focus o n ... m m
the language of sales
James: If you give me free delivery, then I'll take the extended
<fcird g)the correct preposition in each
warranty option. How's that?
sentence.
Assistant: Hmm. OK. I think we can work something out here.
a Are these printers @ / at the sale?
b There's 25% down / off everything in
Speak up! the shop today,
c Have you got any special offers on / in at
2 Im agine you are a custom er and w a n t to bargain w ith the
the moment?
shop assistant. Use I f ... th e n to n e g o tia te these term s.
d There's a sale with / on all plasma TVs
Example-: a. free delivery / extended, warranty
this month,
You say: I f you give me free delivery, then I’LL take the extended
e I'm sorry. That item is not in / for sale,
warranty.
f All our computers are in / on the sale
a free delivery / extended warranty this week.
b 10% off / special payment terms g We've had a bad month. Our sales are
c free installation and demonstration / extended warranty down / under by 10%.
d free delivery / after-sales technical support
e a discount / buy two
f give me an extra battery / buy the leather case
Class bonus
Half the class are shop assistants, the other half are customers.
Shop assistants: Decide what electrical item you want to sell (e.g. a
digital camcorder, plasma TV, notebook computer etc.). What is the
full price? What extra services can you offer, and for how much?
Customers: Speak to various assistants. Find out what they are selling
and decide what you want to buy. What extra services do you
want? Try to negotiate a good deal.

F Listening - Returning an item to £ 3 llU {J I
1 I *15 Listen to four p eople each take an item back to a shop.

M atch each person w ith the item they are returning.
an all-in-one printer........................
a computer game ...............
a mobile phone........................
an MP4 player Jape........
2 | ® Listen again and com plete the reasons for

returning each item .
Jane She never listens. to..music._
Henri H e.................................... has................................
Pete It's faulty. The ................................—gets stuck andth e ...................................... doesn't work.
Karen It ................................. while on the Internet, and sometimes when she makes a call she
can't ........................
Speaking strategy: Describing a problem Speak up!

1 H ere are some expressions you can use to 3 Im agine you are a custom er returning an item
describe a problem . to a shop. Look at the inform ation b elow and
The thing is ... explain the problem to th e shop assistant.
The problem is ... Example: a
I don't understand why ... You say: I bought this radio last month but the problem
The problem seems to be ... Is the volume doesn’t work properly.
bought last month / yotemcf

2 i *15 Listen again to Jane, Henri, Pete and
Karen. Tick / the expressions you hear.
bought last week /jjcreecr
Imagine you are telling a friend about an electronic item

present / ] js
you own. Say where you bought it, when, what features it
has and if you have had any problems with it.
present / already have it
bought last weekend / rei
yyyyyyyyyyyyyyyy
Can-do checklist
I can ask about a range of products in detail.
I can negotiate with a shop assistant to get a good deal.
I can return an item and give an explanation where necessary.
17
I need to see a doci
O Match the health problems (a—f) with the symptoms (1-6).
a food poisoning 1 have a splitting headache, feel dizzy
b depression 2 have trouble sleeping, can't unwind or relax
c hay fever 3 have stomach cramps, feel nauseous, have diarrhoea
d migraine 4 feel lethargic, lacking in energy, pessimistic
e insomnia 5 have watery eyes, sneeze a lot, feel breathless
f a fever 6 have a high temperature, shiver and sweat
O What advice would you give someone suffering from these problems?
A Listening - Getting the right healthcare

1 1 ® Listen and match each speaker (a-d ) w ith a picture (1 -4 ).
4 1 ® Listen again to each reply and answer

2 1 ® Can you rem em ber w h at each person
these questions.
wants? N o te your answers, then listen again
and check. a What does MIU stand for?
a something for a, beoiLaxhe.
b How much do the headache tablets cost?
b .............................................................................
c ...................................................................................
c What does a new patient check-up involve?
d .................................................................................
d What time is the doctor's appointment?

3 l § ) N o w listen and match each reply (1 -4 )
w ith th e correct speaker (a-d ) in Exercise 1.
I .4 . 2 3.. ...... 4

I need to see a doctor
B Listening - Registering at a doctor's

Did you
y know ...?
Citizens of many European
1 | m Beata is a student from Germany. She is registering at countries aie entitled to free or
C ranfield House Surgery. Listen and com plete the steps inthe discounted medical treatment
registration process. throughout Europe, with the
Step l fill in a ...................... form European Health Insurance Card
Step 2 complete a ......... card (EHIC). Citizens from outside the
Step 3 have a ................. .......... . Check EU may have pay for treatment
if they become ill while
2 Listen again and answer the questions. visiting an EU country,
a What documents does she need to provide?
b What additional information does she have to provide?
C Listening - Finding out about health

serw ices
1 f *i§) Listen to the receptionist tell Beata abo ut the range of
services o ffered at the medical practice. N u m b er the services
listed on the leaflet in the ord er she m entions them .
2 M U ) Read the statem ents below . Then

listen again and w rite T (true) or F (false)
fo r each statem ent.
Cranfield House Surgery a You can only make an appointment by
phone.
b Usually you can see a doctor in less than 24
□ Well Person Clinic Pi hours.
□ Asking for advice p3 c Only a doctor can give vaccinations,
d You have to call before ten thirty if you want a
□ Home visits p4 home visit.
□ Seeing the nurse p5 e A nurse or doctor is available seven days a week
to give advice by phone.
□ Special clinics p6 f There is a Well Person Clinic twice a week. ......
ffl Making an appointment p9 g There is no special clinic for people with hay
fever.
□ Repeat prescriptions plO h You have to ask two days in advance for a
□ In an em ergency p ll repeat prescription. ......
3 N o w correct th e false statem ents.

0131 732 8900
19
D
1 * @ Listen to tw o patients, A nne and Brian, describe th e ir 3 • ® A fe w w eeks la te r Beata
sym ptom s to th e doctor. W rite A (Anne) or B (Brian) next to isn't feeling very w ell. She goes
each sym ptom below . to see her doctor. Listen and tick
/ th e sym ptom s she mentions.
1 can't switch off 0
2 is very lethargic 0 has trouble sleeping I I
3 is shivering and sweating 0 feels nauseous 0
4 has trouble sleeping 0 has stomach cramps 0
5 has a high temperature C has diarrhoea 0
6 feels tense and irritable 0 has been sick 0
7 feels weak and dizzy 0 has a high temperature 0
2 1 ® W h a t do you think could be th e m a tte r w ith each 4 Look at Beata's sym ptom s. W h a t
person? Listen to th e doctor's diagnosis and co m p lete his do you think is w rong w ith her?
notes. ______
5 » ® N o w listen to th e doctor's
A nne B ertrand diagnosis. A nsw er th e questions.
P roblem : d e p re s s io n ________________________________ a What is wrong with Beata?
T reatm ent: h litro p A n .____________________ -iA/eek c o u rs e . b What does the doctor prescribe?
One \f)f)f)inAq ta b le t_____________ a n d (another______________
c Does she have to go back to the
R eturn visit Y e s/N o [If yes, w h e n ________________________ ]
doctor?
Brian Kingston
P ro b le m :_______________________________________________ Learning tip

T reatm ent: O ordosole 5. l-iv e e k co u rs e .___________________ It is not always possible to
understand everything first time.
2 5£W ? ta b le ts , 3 x p e r d a y b e fo re _____________________
If you are not sure, then check you
R eturn visit Y e s /N o [If yes, w h e n ________________________ ] have understood, especially if the
information is important. A good
technique is to repeat the important
information back to the speaker.
Speaking strategy: Checking 2 You can also use these expressions w hen you w a n t to check
you understand you have understood.
So, you mean I should ...
1 Look at this extrac t from Beata's
Right, so you're saying I have to ...
conversation w ith th e doctor.
H o w does she check she has
understood correctly? Speak up!
Doctor: I'll give you a prescription for 3 » ® Im agine you are at th e doctor's. Listen to th e doctor's
some tablets. They're very good. instructions (a -e ) and respond each tim e by checking you
Take two every four hours and understand.
it should sort itself out in a few
Example.
days. You Hear:
Beata: OK, so I need to take two tablets This Is a prescription -for some medicine tHat sHould Help sort
every four hours. it out. Take two tablets tHree times a day, before meals.
You say: RigHt, so you’re saying I Have to take two tablets tHree times
a day before meals.

Sound smart ** i
Using stress to correct mislinderstaRdSegs
1 I ® Stressing certain words is a useful way of
correcting someone if they have misheard or
misunderstood what you have said. Listen to these
two conversations and notice how the words in bold
have more stress.
A: So you have to take two tablets once a day?

B: No, the doctor said take two tablets twice a day.
A: Did you say your left ankle was swollen?

B: No, it's my right ankle.
2 * fH) Now listen and use the information below to

correct each speaker. Stress the important words in
your reply.
Example
You hear: a 'So you're saying I have to take three of these?'
So, your next appointment Is on Frixlay at 'That's right. Every four hours.'
five thirty?
You say: No, it’s on Friday a t six thirty.
a Friday 6.30pm
b after each meal
c three times a day
d right arm
e a blood test
Half the class are doctors, the other half are patients.
E bra practice Patients: Think of a health problem. Find a doctor and
Go to the BBC Learning English website and type 'health' explain your symptoms. Then listen carefully to the
in the search box. Press enter, then choose a link that doctor's diagnosis, and repeat back any instructions to
interests you. Click 'Listen to the story' and check for any make sure you understand. Visit several doctors to find
video material, too. Complete any exercises. You could who gives the best diagnosis and advice.
also go to the Voice of America Special English website to Doctors: Listen to each patient describe a health
watch or listen to more health stories. problem. Make a diagnosis and prescribe some
http://www.bbc.co.uk/worldservice/learningenglish medicine. Give instructions on taking the medicine.
http://www.voanews.com/specialenglish/ Make sure your patients understand clearly.
Can-do checklisb
f \
I can enquire effectively about and register for healthcare services.
I can listen to a doctor's diagnosis and check I have understood.
I can use stress to correct misunderstandings.
21
What’s the problem? h'MI S B l i g l l f c ^ g

O Label the diagrams using these words,
pipe fuse screw switch plug
thermostat screwdriver cable
O Match the expressions to complete six

sentences.
For example: A car engine can stall.
car engine run out of ink.

battery blow.
A pump can stall.
printer cartridge go flat.
computer break.
fuse crash.
A Listening - Dealing with everyday

problems
1 * «1D Listen to these sounds. W h a t do you think is happening? Try
to com plete the chart.
Object Problem
a car
b
c
2 4 ® N o w listen to th e conversation (a-c) th a t follows each

Learning tip
sound. Check th a t you correctly id entified each problem .
It can sometimes be useful to
3 I ® Listen again. W h a t does each person decide to do? listen not only to what people
say, but also to any sounds in the
a ................................................................................................................
background. You can find out a
b ................................................................................................................
lot of information by listening for
aural clues.

What’s the problem?
Focus on...
modals of deduction
When we think we are sure about something we use must 2 Now(grde)the correct answer to complete each
and can't. sentence.
It must be the battery. a It might / can't need a new fuse because I replaced
No. It can't be. It's new. The fuse must have blown. it yesterday.
b There's no cable! Someone must have / could have
When we are not sure about something we use may,
taken it.
might or could.
c This page is blank. I'm not sure, but the printer could
It may be the battery.
have / must have run out of ink.
Yeah, or it might be the fuse.
d The remote control isn't working. The batteries might
Hmm. It could have run out of paper, too.
have / can't have run out.
1 Study the examples above and listen again to the e The TV works fine now. I suppose someone might
conversations in Recording 34. Then(circie)the correct have / must have fixed it.
answers to complete the rules. f The garage might not / could not be open. It's nearly
To make a deduction in the present / past, we use a six o'clock.
modal of deduction and the infinitive.
To make a deduction in the present / past, we use a
modal of deduction + have + past participle.
B Speaking - Finding solutions

Speaking strategy: Speculating about 3 * ® N o w im agine your com pu ter isn't
causes w orkin g . Your friend suggests som e possible
causes. Listen and use th e ideas b elo w to have
1 Look at these expressions you can use to
a conversation.
speculate abo u t causes. N otice th e words in
bold. Example
You hear: Is there something wrong with your computer? It
The battery may be dead. could be the cable. It might not be plugged in.
It might have run out of paper. a
It could be the cable. You say: No, I’ve checked alt the cables. It can’t be
It can't be the fuse. the cables.
The cartridge must have run out.
a cables OK
Perhaps it needs replacing.
b fuses OK
c monitor OK
Speak up! d wireless keyboard and mouse - new batteries
e hard disk - not checked
2 * <§D Im agine you are living w ith a frie n d . Your
friend tells you ab o u t some problem s around
th e hom e. Listen and use th e ideas b elo w to
speculate a b o u t possible causes.
Example
You hear: a
Guess what? The dishwasher Isn’t working again.
You say: It could be the pump. It might have broken.
Perhaps it needs replacing.
a pump broken? / b batteries flat? / c cartridge run out? d thermostat broken? e fuse blown? / buy
replace? replace? a new fuse?
23
C Speaking - Offering your opinion

Speaking strategy: Giving Speak up!
strong advice 2 * ® Listen to five p eo p le tell you abo u t a p roblem . Use the
1 U nderline the expressions for ideas b e lo w to respond giving strong advice.
giving strong advice. Example,
You bear: a.
You really should get this fixed.
The toilet doesn’t -flush properly. I thinkI’ll take a look.
You really shouldn't leave it any
You say: You ought to call a. plumber. You shouldn't try to -fix It yoursel-f.
longer.
You'd better call an electrician. a call a plumber / / fix it yourself X
You'd better not touch that cable. It b call an electrician / / touch that cable X
might not be safe. c read the instructions again / / take it back yet X
You ought to call a plumber. d call an engineer S / take a look yourself X
e see a doctor / / wait and to see if it gets better X
3 r, ® N o w im agine a friend has a p roblem w ith his car. Listen and

Did you know ...?
use th e ideas b elo w to have a conversation.
The negative of ought to is
Example.
ought not to or oughtn t to.
You hear: My car Isn’t running properly again. I’m a bit worried about it.
However, these negative forms
a
are not common in You say: You’d better not drive it. You really should take It to a garage or
spoken English. it might break down.
a drive it X / take to a garage / / break down?

b leave it X / get worse ?
c repair it yourself X / mechanic /
d use car X / train /
e buy ticket in advance / / busy tomorrow a.m. ?
D Speaking - Speculating about consequences

Speaking strategy: Explaining Speak up!
consequences 2 ♦ «D Listen and respond to each sta te m e n t
1 H ere are some expressions you can use you hear using th e ideas b elo w and i f ... th e n ,
to explain consequences. U nderline the unless o r o th e rw is e .
consequence in each sentence. Example.
You hear: a
If you have a burglar alarm fitted, then this will act as a
I’ve got a really bad toothache.
deterrent.
You say: You should go to the dentist, otherwise tt’LL
You will be ill unless you eat more healthily.
get worse.
You should be more careful, otherwise you will have an
accident. a go to the dentist / get worse
b work hard / fail exams
c eat more healthily / put on weight
d get it repaired / fall behind with work
e apologize / lose your job

E Listening - Coping in an emergency

1 * ® Listen and match each em ergency (a-d ) w ith a picture (1 -4 ).
a .J... b __ c ____ d ......

Owen
Q D □ □ □
»□□□□
* ® Listen again and find one mistake in each 4 1 ® Listen again. W ould you have done the
o f th e pictures (1 -4 ) above. s a m e ? .........................................................................
1 .......................................... 3...... ..............................
Did you know ...?

I ® N o w listen to each person explain w hat Many people store an ICE number on their mobile
th e y did. W rite th e nam e o f each person next phone. ICE stands for In Case of Emergency.
to th e correct explanation (1 -4 ). It is the number of a friend or relative that
can be called in an emergency.
i 2 3 4 ............
With your partner, think of a different emergency

situation. Include as many details as you can, and then Go to this link and choose a video to watch that
decide what you would do. When you are ready, describe interests you.
your emergency situation to the class. http://www.videojug.com/tag/first-aid
uy ny urn o u n y y u u n y y y n
Can-do checklist
I can describe everyday problems and speculate about their causes.
I can give advice and make strong recommendations.
I can explain the consequences of particular actions.
25
What a lot of red tape!
© Look at the pictures and identify the documents. Which of these documents do you have?
© : Have you ever needed to get a permit or visa?

2Ij 3 .^ erw l^
1 . w u s te r m a n n
; C e r t if i e d c o p y o f an ;; ENTRY OF BIRTH
Pursiiant to th e B irth s and I D eath s R egistration A ct. 1953 2 H E ID I
3. SLOTTEN
O ration D istrict 4®.BERLIN «■
' 'T b 0 7 2 IW E S I«
W O R K P E R M IT
entry visa
PS
I f residency permit
itm ^ q t Y 8 9 G 0 0 0 i--, "»‘” 1' ' " ” 1
J yTDlGP7S9990-996e4S8
A Listening - Contacting the

Did you know ...?
visa office
'Red tape’ describes official rules and processes. It is
1 * @ Imagine you are on holiday in the UK. You
often used in a negative way, when these processes
call th e UK Visa section to find out w h a t visa you
seem time-consuming and unnecessary, e.g. My visa
require to study there. Listen to this recorded
application took ages becau se there w as so
announcem ent. Which num ber should you press
m uch red tape.
to continue your e n q u iry ? ........................
2 ♦ ' © N o w listen to the next part of the message.

Take notes o f all the im portant information.
\ \ \ u n u n h i i l l / Learning tip
When you take notes, note only the key words. Listen
closely for any numbers, times, dates, names and
Uk Visa section addresses. Use abbreviations and symbols wherever
Website possible. You can use your own abbreviations as well
as standard ones.
fax' umber
/fddress
Of&hfag doors

B ig - Enquiring about a visa

1 i © Yuki, from Japan, is on holiday in England. She phones the I © N o w listen again and
UK Visa section to ask ab o u t g ettin g a S tu den t Visa fo r th e UK. note th e answer to each
N u m b er her questions (a-f) in th e o rd er you hear th em (1 -6 ). question.
a Can I work if I have a Student Visa? Q ] Yes, she needs a visa.
b How much is it? Q 2
c What do I need to do to get a visa? Q 3
d Can you tell me if I need a visa? Q] 4
e What do you mean by 'supporting documents'? HU 5
f How do I apply? Q 6
C Speaking - Making sure you understand

Speaking strategy: Asking for clarification r Focus on...
1 Look at this e xtrac t from the conversation b etw e en official language
Yuki and th e visa officer. U nderline th e expression
Imagine you are applying for a visa.
she uses to ask th e visa officer to explain a te rm she
Here are some phrases you may hear.
d oesn't understand.
Complete each sentence with a word or phrase
Visa officer: ... with your passport, two recent colour passport-sized from the box.
photos and the necessary supporting documents.
Yuki: Sorry, what do you mean by 'supporting documents'? status run out signature print
register official fill in origin
2 H ere are som e o th e r expressions you can use.
The official dealing with your
What exactly does ... mean? application is at counter 17.
I'm sorry. Can you explain w h a t... means? Please this form and take a
Sorry. I don't understand. What are ...? ticket.
Your passport will in a few
Speak up! months. You need to renew it.
If you want to make an application then you
3 » © Im agine you are speaking to a UK visa official. have t o ......................... first.
Listen to each statem ent and use the expressions above We need your ..................at the bottom
to ask for clarification. Then listen to th e answer. of every page.
Example Can you ................. your name in block
Yon hear: You’ll need entry clearance to come to the UK. capitals please?
a What's your marital...................... ?
You say: What exactly does 'entry clearance’ mean?
Please put your name and country of
You hear: Entry clearance means official permission to enter the
country, so a visa or entry clearance certificate.
a entry clearance?
b IAS?
c UK Mission?
d the Schengen area?
e an EEA country?
27
D Listening - Applying for a green card in the US
1 ♦ <S§) Listen to this US im m igration official talk abo u t how to g et

p erm an ent residency in the US. W h a t are the three main ways you
can g e t a green card?
I .......... ...... .......... .... ..
I Ways of obtaining a green card Requirements
2 * *51) N o w listen again and note the requirem ents for each typ e
o f green card application.
3 ♦ %*?) Read th e requirem ents. Then listen and num ber each
requirem ent (a-e) in order (1 -5 ).
a Your US employer must file Form ETA 750. [T]
b Your employer must send in Form I-140. O
c The Department of State must approve your Immigrant Visa Petition. O
d The Department of Labor must approve the request. O
e You are given an Immigrant Visa Number. Q Did you know ...?
A green card is not actually
4 i § ) Look at the list below. Listen and tick which things are green in colour! It gives a
also needed in o rd er to g e t p erm anent residency in the US. non-US citizen permanent
birth certificate O fingerprints O resident status in the US. This
driving licence Q a physical Q gives them the same rights as
ID Card □ an interview I I a US citizen, and means they
biographical information O marriage certificate O can live, work and study there
passport O a work permit Q legally. In some states they can
two colour photos I I a letter from your employer O even vote in elections.

E Speaking - Giving
1 Prepare to role play an interview for a visa. Decide
with your partner who will be the interviewer and who
Speaking strategy: Being concise and to
will be the applicant.
the point Interviewer: Make a list of questions to ask. You can
1 If you have an interview fo r a visa or p erm it, use the questions in this unit to help you.
you will need to answer questions th a t the Applicant: Prepare for the interview. Anticipate
officials may have regarding your application. what questions you may be asked and
Should you ... practise your answers. Use the guidance
a keep your answers short and to the point? in this unit to help you.
b talk a lot, giving all the information you can think of? 2 Now role play the interview. When you finish, swap
roles.
Speak up!
2 Read situations 1 and 2 below . For each
situation, im agine you are having an in terview
Imagine an English-speaking friend wants to work in
w ith an im m igration official. Listen to five
your country. Go on the Internet and find out how to
questions and answer each one as clearly and
apply for a work permit. Make notes, then imagine you
precisely as you can.
are explaining this to your friend. Talk about what they
Example need to do. If possible, record what you say and listen to
You hear: So, when did you arrive In France? a
yourself afterwards. Can you identify any areas you could
You. say: Three weeks ago.
improve, e.g. grammar, pronunciation, etc.?
1 You are travelling through Europe on holiday. You've
been in France for three weeks and really like it. You
want to stay longer so you have found a job in a
supermarket. You need to apply for a temporary work
permit. You intend to leave in a few months to continue
your trip around Europe. You have all the necessary
supporting documentation.
2 You are studying sociology at university in Canada.
You need to get a job to support yourself for the next
year while you study. You have found a job in a local
restaurant but you need a work permit to work off
campus. You haven't got a Social Insurance Number.
Can-do checklist
I can enquire about official procedures, e.g. how to apply for a visa.
I can understand explanations of the various steps involved in

official processes.
I can answer questions clearly and concisely.
29
What a great view!
Look at the pictures and identify the
things you might see on a sightseeing
holiday in a city.
Tick / the things you try to see

when you look around a city.
What other things do you like to

see or do on a city break?
A Listening - Showing someone
1 # <so) Listen to Sarah show her friend Paul

around her hom e to w n . W h a t do you think
each o f these places is?
Ronelles ................................................
Crosswell Hill
Old Keller
The Typewriter .............. .....................................................
Figo's ...................................................................
2 * <5o) Listen again. M ak e a list o f th e w ords and

expressions th a t helped you decide w h a t each
place is.
Ronelles outside, dancing, clubbing
Learning tip
Crosswell Hill ...................................................................
Old Keller Listening for context is a useful skill. Listen out for
The Typewriter key words and try to identify a common theme, e.g.
Figo's ........................... .................... ................... if you hear huge, m ade o f m arble, and an important
person then this might be a statue.

What a great view!
Focus o n ... Sound smart

strong adjectives Exaggerating
Match each adjective in A with a stronger 1 © Listen to this extract from Sarah and Paul's
adjective in B. conversation. Notice how Paul emphasizes starving to
Example: big - Huge express how hungry he is.
A B Sarah: Yeah. It's famous for its sandwiches. They're
tired furious the best in town.
bad huge Paul: Great. I'm starving!
interesting starving
2 I © ) Look at the statements below and listen. Notice
angry fantastic
how the stress and intonation help to emphasize the
big terrible
emotion.
scared fascinating
I'm starving! We're exhausted!
hungry tiny
It's fantastic! It's huge!
good terrified
How terrible! That's fascinating!
small exhausted
I'm furious! I was terrified!
2 (fjrde)the correct word to complete the rules.
3 M U ) Now listen and use the ideas below to reply to
You can make the adjectives in A stronger by adding
each statement in an exaggerated way.
very / absolutely.
Example
You can make the adjectives in B stronger by adding You Hear: a
very / absolutely. Are you Hungry?
You say: Yes, I am. I’m starving!
3 Complete each sentence with very or absolutely and
starving!
an adjective.
exhausted!
a The talk wasn't fantastic but it was ....very_.gop<i..._.
fantastic!
b I wasn't scared. I was ........................................... .
tiny!
c Everyone felt tired but Jim was............................. .
terrible!
d Tina wasn't furious, but she was ............ .
fascinating!
e I wouldn't say the film was terrible, but it was
furious!
huge!
f I'm n ot.......................................... but I am hungry.
B Speaking - Talking about places of interest

Speaking strategy: Describing features N o w im agine you are
showing a friend around
1 *. *50) Look at these expressions you can use to talk ab o u t places
your hom e tow n . Use your
o f interest. Listen again to the conversation b etw e en Sarah and
notes, and th e expressions
Paul. Tick / th e expressions th e y use.
in Exercise 1, to talk abo u t
It's a good place to go i f ... places o f interest.
It's handy f o r ... / It's popular fo r ... Example: Chicago's Is a good, place
It's famous f o r ... / You can find/see ... there. to go I f you like pizza.
Record yourself w hile you

Speak up!
Places t o jo in hny hom e to vvn are speaking, then listen to
2 Think ab o u t your the recording and evaluate
hom e to w n . M ake a Chicago s restaurant - great pizza
your p erform ance. Can
list o f places you you id entify any areas to
know, and note im prove, e.g . gram mar,
w h a t p eo p le can pronunciation, etc.
do th ere.
31
What a great view!
c
Did you know ...?
According to the World Tourism
Organization, France is the most popular
country for tourists to visit. Nearly 80
million people a year go there on holiday.
The capital, Paris, is the world's favourite
city for sightseeing.
1 * © M ark is speaking to a travel ag e n t a b o u t his next

holiday. Listen and com plete each question he asks.
a Is it easy........... to..get .to.......... ? 1 1 © Listen to these extracts
b H ow is it, once you're there? from th e travel agent's replies.
c What's it like t o .................................... ? N o tice how th e im p o rtan t words
d ..................................... to do? have m ore stress and notice th e
e Are there any.....................................? regular rhythm .
f What's th e .................................... ?
There are three airports and they're all
g What's th e .................................... like?
well connected.
h Is i t ..................................... anything in particular?
It's generally quite mild, so you'll need a
i Are there any....................... ............ nearby?
coat whenever you go.
j When's th e ......................... to go?
2 Practise saying these sentences

9 © Listen again and re p e a t each question.
and underline w h ere you think
th e stress is.
2 » ® N o w listen to th e travel agent's answers. M atch
a The beaches are good but they're very
each answer (1 -1 0 ) w ith th e correct question (a-j).
crowded.
1 ..b _ ._ 2 ............................ 3......... .................................... 4 ......5 ...............
b Where's the best place to go for a
6 ...... 7 ............ 8........ ............... 9 10.............................
night out?
.
c How much is a single room for three

3 * © Look at th e statem ents below . W rite T (true) or F
nights?
(false) fo r each s tatem ent, then listen again and check
d It's a good place to go if you like
your answers.
wandering round street markets.
a Accommodation is reasonable, even in the centre. __F__
b It's a good place to go if you like different types of cuisine. ___ 3 * © N o w listen and check. Then
c It's best to hire a car if you want to see everything. ...... listen and rep eat. Try to copy the
d There isn't anywhere interesting to go nearby. ...... stress and rhythm closely.
e It's a good place for relaxing on the beach.......
f The weather isn't usually very hot. ......
g It's easy to get around the city using public transport.......
h It's very popular for people who like nightclubs and dancing. ___
4 Can you guess which fam ous US city this is?

What a great view! Q
D Speaking - Giving advice on where to go Class bonus

Speaking strategy: Making strong recommendations Make a group. Ask your classmates
questions about a town or city
1 Look at the statem ents b elo w and notice th e expressions you
they know well. Find out what the
can use to m ake strong recom m endations.
main attractions are, and ask for
You really ought to see the castle. recommendations on what to see
You should definitely go in summer. and do there.
The museum is well worth a visit.
You certainly mustn't miss the park.
You have to see the main square in the evening.
E Lsra practice
2 * © Listen again to the travel agent's answers to Mark's questions. Go to http://thomson.co.uk and
Tick / each tim e the travel agent uses each expression. search for podcasts. Listen to some
podcasts about popular places to
visit around the world.
Speak up!
3 Use the ideas b elow to make strong recom m endations and add
a reason.
Example.: a.
You say: You really ought to see the museum. It’s absolutely -fantastic!
a fantastic b fascinating c wonderful d huge e beautiful
4 Im agine a friend is visiting a city you know w ell. Look at the

topics b elow and use the expressions above to make some
recom m endations.
Example: a.
You say: You should, definitely stay a t The Grand, Hotel. It’s the best in town.
a where to stay b getting around c what to see and do

d places to eat e nightlife f the best time to go
y o u y m u y u n u i u y o h u o m n
Can-do checklist
I can show someone around my home town.
I can describe places of interest.
I can enquire about a city and ask about its main attractions.
I can make strong recommendations about places of interest.

J V_
33
Units 1-6
Section 1 Section 2
* *§D Listen and rep ly to each s ta te m e n t you hear. I * 59 ) Read each situation. Then listen and tick /
(jCircft|)yo ur answer. th e best reply.
1 1 You're buying a mobile phone in a shop. The assistant
a It's great, but the thing is, it doesn't fit. is trying to sell you an extended warranty. What do you
b I'm very interested in this sweater, say?
c It's a great sweater, isn't it?
a □ b □ c□
A
2 Your friend tells you that their watch isn't working. What
a Not at the moment, thank you.
do you say?
b Yes, they are.
c Thanks very much. a □ b □ c□
3 Your friend asks about the town where you grew up.
a Isn't it? What do you say?
b What a mess! a □ b □ c□
c Is it?
4 Your friend tells you their washing machine has broken.
4 What do you say?
a You'd better get it serviced, a □ b □ c□
b It can't be anything else,
c The garage must have fixed it. 5 A government official tells you that you need to fill out a
Statutory Waiver Form. What do you say?
5
a □ b □ c□
a No, it's not.
b You do, don't you? 6 The shredder you bought last month has broken. You
c Do you? That's interesting. take it back to the shop. What do you say?
6 a □ b □ c□
a Yes, I am, aren't I? 7 You are visiting a town for the first time when a tourist
b Yes, I am. I'm exhausted! asks you for advice on what to see. What do you say?
c Am I?
a □ b □ c□
8 You are trying to get a good deal in a shop. What do you

a Yes, you should definitely be.
say?
b I agree completely.
a □ b □ c□
c Can you explain what 'eligible' means?
9 A friend tells you they are going to try to repair their
8
television. What do you say?
a It might have run out.
b It could be the cable, a □ b □ c□
c The pump might need replacing. 10 You are thinking of buying a smart phone, but don't
9 know much about them. What do you say to the
a Aren't you? assistant?
b Don't you? a □ b □ c□
c Won't you?
10
a Yes, you really ought to.
b You should definitely stay at the Grand,
c No, I'd much rather you didn't.

Units 1-6
Section 3 10 If a shop assistant tells you a mobile phone has 'wireless

internet', but you don't understand what it means, what
Read each situation and(gircl^)your answer.
should you say?
1 Your doctor is explaining how to take some medicine, a Have you got a dictionary?
but you are not sure you have understood correctly. b Can I take a closer look?
What do you do? c Can you explain what 'wireless internet' is, please?
a Look confused and hope the doctor will repeat,
b Repeat the instructions to the doctor,
Section 4
c Say nothing and decide to phone later.
2 What should you do if a customs official asks you Read each s ta te m e n t and w rite your reply.
questions at an airport? 1 I worked all weekend.
a Pretend you don't understand,
b Keep your answers short and to the point,
2 I have an exam next week and I haven't done any
c Give as much information as you can think of.
revision yet.
3 Which of these expressions can you use to ask for
information in a shop?
a I'd like to know more a bo ut... 3 Good news. You've just won £100,000!
b You really ought to tell me more a bo ut...
c Right, so you're saying I have to find out more about... 4 What's wrong with this DVD recorder? It won't work?
4 To show approval, should your voice ...
a go down at the end of the sentence?
5 I've got three children, you know.
b go up at the end of the sentence?
c stay at the same level?
5 You think it's 6 o'clock, but you aren't sure. What is the 6 What did you think of the lecture?
best way to ask?
a Say 'It's six o'clock, isn't it?' making your voice go 7 Where are the best places to visit in your home town?
down at the end.
b Say 'It isn't six o'clock, is it?' with no change in
intonation. 8 Great party, isn't it?
c Say 'It's six o'clock, isn't it?' making your voice go up
at the end. 9 You need to send all these documents to the INS.
6 Which of these things should you not do when you take
notes?
10 I have very bad toothache.
a Note only the key words,
b Use abbreviations,
c Try to write everything you hear.
7 Your friend looks very III. What do you say?
a You really should see a doctor.
b If you see a doctor, I'll see one too.
c You'd better not see a doctor.
8 To help prepare for a conversation, what should you not
do?
a Take a large dictionary with you, to look up words you
don't know.
b Make a list of any questions you want to ask.
c Think about what you want to say and how to say it.
9 Which of these is not a good way to keep a conversation
going?
a Ask lots of follow-up questions,
b Give short answers,
c Use question tags.
35
The
Look at this brochure for a conference and training M0 [ier
centre in Cambridge, UK. Match each statement (a-h) Centre
with a picture (1-4).
Q uality assured conference and training
a all rooms en-suite ___

b impressive modern building ....
c com plimentary toiletries ___
d varied dishes, including full

vegetarian o p t io n _
e large and small meeting rooms
available ___
f video conferencing capability
g inspired, international cuisine
h light, spacious meeting rooms
Listening - Understanding detailed requirements

1 I C D M a rk is th e sales m anager at The M o lle r
C en tre. Listen as he takes a call from a client Learning tip
asking a b o u t organizing a conference th e re . If possible, try to identify the information you need
A nsw er th e questions. before you listen. Make sure you know exactly what
a What event does the client want to hold? you are listening for, then try to focus only on those
- _inference _ key details while you listen. Ignore everything else
b How many days will it last?.................................... and don’t worry if you don’t understand everything.
c Has the client used The Moller Centre before?............
d Which of these items are provided at no extra charge?
a whiteboard O a flipchart O
delegate pads/pencils O water Q
newspapers O wireless Internet access HU
36 Work and Study

m m
2 * CD N o w listen again and com plete th e booking sheet.
Conference booking sheet The

Company: AR.6> Mailer
Key contact: N a la s U c t PeTe-KS Centre
Conference details Meeting Room HG A HG B G C EG D G e I IF
Dates: Additional Equipment:
Number of people:
Accommodation
Catering
Single rooms: 32 Double rooms:
G Full-board I I Half-board
Refreshment breaks:
Times am pm
Additional information:
Training
Study Centre EG Shelley EG Byron EG Keats
I I Wordsworth EG Browning
Speaking - Asking for services

3 N o w im agine th a t during th e conference you
1 * 0 3 Look at these expressions you can use to need to m ake some m ore requests. Use the
ask for goods or services. Listen again to inform ation below .
Mark's conversation w ith th e client. Tick / the Example.: a.
expressions you hear the client use to make a You say: Mr Hammond, wants to move -from the groand,
polite request. •floor to the top -floor. Would, you mind, checking
to see t f that’s possible?
Would you mind ...ing? I'd appreciate it if you could ...
Could you possibly ...? I wonder if you could ... a Mr Hammond ground floor -» top floor
Can I ask you to ...? I'd be grateful if you could ...
2 Im agine you are organizing a conference fo r b turn up (all rooms)

your company. You call th e conference centre
to m ake some final changes. Use th e ideas
repair (Room G29)
b elow to m ake p olite requests. c
Example: a
You say: I’d. appreciate it If you could, give us three j lend (tomorrow morning, Meeting
rooms with a bath, rather than a shower. Room C)
a three rooms w ith bahi (noh shower) ass all training rooms
8=
b all rooms on ground Floor
c I refreshment- breaKs - 3 pm n o t 3.30 pm o f

d fresh Flowers ( all rooms)
trie--
e early morning call 7 am (all roomslewery day) 8=
QUOD&GT rd appreciate it
Speaking - Overcoming language difficulties

Speaking strategy: Explaining what Speak up!
you want 3 | © Imagine you are at a conference venue. You need
1 U nderline th e expressions you can use to to use the items below (a-d) but you d o n 't know the
explain w h a t you w a n t w hen you d o n 't name in English. Use the expressions in Exercise 1 to
know th e w o rd in English. explain w h at you need to the receptionist. Then listen
to the answers.
a I don't know what it's called but you use it to
clean your teeth, Example
You. hear: HeUo. Can 1 help you? a
b I need something to put these posters on a
You say: I need something to make holes in paper so I can
display board,
put It in a -file.
c Have you got anything for cleaning marks off
You hear: No problem. You can use this hole punch.
clothes?
2 * © M atch each s ta te m e nt (a-c) above

w ith a response (1 -3 ). Then listen and
check.
1 Sure. Here are some drawing pins.
2 Yes, of course. I'll get you some stain remover.
3 A toothbrush? Yes, you can buy one at reception.
Listening - Specifying your

requirements
1 f © P e ter works fo r a shipping com pany
in D ubai. Listen to him speak to his boss, Sound smart;
V iktor. Tick / the adjective th a t you think best Detecting mood
describe V iktor's a ttitu d e .
1 ♦ © Listen to the same sentence spoken in four
cooperative EG angry EG bored EG different ways. Match each sentence (a-d) with the
reluctant EG friendly EG speaker's attitude.
a OK,I'll do it for you now.— friendly/coo
2 * © Listen again and answer th e questions. b OK,I'll do it for you now.^— angry/impatien
a What project is Peter working on at the moment? c OK,I'll do it for you now.bored/uninterested
2I © Listen again. Notice how the speaker's voice

b Why does he say he needs some help?
changes to reflect their mood.
c What help does he ask for?............................................. 3 *"G> Now listen to eight more sentences. How
d How does he justify this request? .................................. does each speaker sound? Write the number of each
e When is the deadline?..................................................... sentence (1 -8 ) next to the way each speaker feels,
f What help does Viktor agree to provide? friendly/cooperative EG EG
angry/impatient ED EG
bored/uninterested EG EG EG EG
Did you know ...?

Dubai is known as the ‘Pearl of the Arabian Gulf. It
is a worldwide business hub, with over 170 shipping
companies operating into and out of the emirate.
As well as its excellent location, companies and
individuals do not have to pay tax in Dubai!
38 @ 9 Work and Study

I’d appreciate it QJJ[jQEfQ;7
Speaking - Arguing your case Focus o n ...

Speaking strategy: Asking for something interrupting
and justifying reasons 1 Look at this extract from Peter's conversation

with Viktor. Notice what Peter says to interrupt Viktor.
1 Look at th e sentences below . N otice th e Peter. Oh, sorry Viktor. Are you in the middle of
expressions in bold th a t you can use to ask for something?
som ething and justify your reasons.
2 Match the phrases to make complete statements.
I could (really) do with a hand. 1 Are you disturb you.
It would help a lot if someone could write up the report. 2 Am I anything, am I?
I'm in danger of falling behind. 3 I'm not interrupting' got a minute?
I may not finish on time if I don't get any help. 4 Have you come back later if you like.
5 Sorry to in the middle of something?
2 * € D Listen again to th e conversation b etw e en 6 I can interrupting?
P eter and Viktor. Tick / th e expressions in
Exercise 1 you hear.
Class bonus
Speak up! 1 Imagine you and your partner both work together in
3 Im agine you w o rk in an office. Use the ideas an office. Prepare to role play the following situation.
below to make requests, and justify your reasons. A B
Example: a Interrupt politely

You say: I could, really do wdh some help to -ftnlsh this Ask how you can help
sales report. I’m In danger o-f missing the deadline.
Explain a problem
help to finish (miss deadline) Express sympathy
Make a request
Respond negatively
explain how to use (make mistakes)
Justify your request
■Respond positively
need new, colour printer (reports not clear) 2 Now role play the conversation.
help photocopy reports (not finish in time) E bra practice

Go to the BBC Learning English website and type
'making requests' in the search box. Press enter, then
need holiday soon (become ill)
choose a link that interests you. Complete any exercises.
http://www.bbc.co.uk/worldservice/learningenglish
y i y KVNuunny y nil J i nny ii ji nil jim

Can-do checklisb
Tick what you can do.
r Can do
I can understand detailed requirements.
I can make polite requests and explain what I want.
I can interrupt politely and ask for help.
I can specify my requirements and justify my reasons.
39
■»: •i
:*” #' - *v ‘T
- . t» lV «
bp 2SONY
What do you know about these international
companies? Match each company (1 -7 ) with its
area of business activity (a-g).
a oil and gas exploration___
Ma
b banking and finance .....
c automotive manufacturing......
d retail......
TOYOTA HSBC
e computer technology___
f Internet search and advertising......
g electronics manufacturing___
"Google W A L -M A R T
In your view, is it better to work for a large or a small
company? Did you know ...?
Google came top of Fortune magazine’s ' 100 Best
Companies to Work For’. The company receives
go to Useful language p. 80 over 1,300 curriculum vitaes (CVs) every day.
Listening - Getting an
overview Company profile
Name: AGM Industries
1 I © Colin Vickerstaff is a com pany director. He
E stab lish ed :__
is speaking to a group o f new g raduate trainees.
Main activity: _
Listen and com plete the com pany profile.
H eadquarters:
T u rn o v e r:____
2 f CD N o w listen as Colin outlines th e company's
No. of e m p lo ye es:___
Mission S tatem en t. W hich slogan (a-d ) best
C urrent m arket share:
describes th e values o f th e company?
a Committed to continuous improvement
b Quality, Price and Speed
Learning tip
c The Customer is King
d Investment in People When listening for the main idea, focus on the overall
message rather than individual words and phrases.
3 » fjo) Listen as Colin describes the m anagem ent Take a mental ‘step back’ and try not to be distracted
organization o f his company. C o m p lete the chart. by small details.
a
CEO
...I •
Technical Business Strategy and C ustom er
Operations Finance
Services Development Planning ...... ....... Services
— t—
I— 1------
Product Quality
d e f
M anagem ent Control
40 @ 9 work and Study

This is your office [U Jn ^ S
Speaking - Talking about organizations

Speaking strategy: Describing a company
Study the language below th a t you can use to describe a company Prepare to describe a
and its activities. N otice the words and expressions in bold. com pany you know. M ake
The company was founded / established in ... / It is based in ... notes ab o u t its background,
The main activities of the company are ... main activity, structure and
t produces / supplies / exports / manufactures o rganization, etc. Then
It is one of the leading .. / at the forefront of . describe th e com pany in as
It has an annual turnover in excess of much d etail as you can.
It is headed by
It is organized into three divisions / made up of five departments
Speak up!
2 Look at th e com pany profile o f Drucher Bahn Systems. Use the language above and any
o th er expressions you know fo r describing an organization to talk ab o u t this company.
Company profile Managing Director: Hans Kilmer

Organization
Name: Drucher Bahn Systems Operations [Design, Maintenance]
Established: 1862 Production
Main activity: manufacture of railway vehicles Business Development [Strategy, Project Management],
Headquarters: Berlin, Germany HR
Finance
Turnover: € 5 7 5 million p.a.
No. of employees: 12,392 Extra information
Market share: 15% Carriages 20% lighter than competition
Rapid growth in recent years
Listening - Introducing new staff members

1 Look at th e sentences below . U nderline th e expressions you can
use to introduce som eone.
This is Tony Wilkinson.
Let me introduce you to our General Manager,
Can I introduce you to Sonya?
I'd like you to meet our new marketing director.
I want you to meet the rest of the team.
2 * © Listen to this new m em b er o f staff being shown around a

company. Tick / th e expressions you hear. Focus on ...
job titles
3 * © Listen again. W rite the correct jo b next to each person. Do you know what job titles these
Lisa Vickers Accounts. Adtsmistrator abbreviations stand for?
Carol Parks ................................... 1 MD.......................................
Tim Starks.................................... 2 CEO ....................................
Helen Green.................................... 3 CFO ....................................
W h a t d e p a rtm e n t do you think all these peop le w o rk in? 4 VP ............... ............ .......
5 CIO ....................................
6 COO ....................................
41
QJJoo&SBThisisy°ur office
Listening - Roles and responsibilities

1 * © Listen to four p eo p le talk a b o u t th e ir jobs. Which
d e p a rtm e n t do you think each person works in?
a Finance b Sales and Marketing c Human Resources
d Public Relations e Research and Development f Customer Services
Michiko A Carl Youssry Heidi ..........
2 * © Listen again and note any w ords or expressions th a t helped

you to identify th e d e p a rtm e n t each person works in.
Michiko __ _____ ____ ______
Carl .......................................................................... ........................................
Youssry
Heidi
Speaking - Describing your personal qualities

Speaking strategy: Talking about your
Sound smart*
strengths Word stress
1 Study these w ords and expressions you can 1 <i3.i) Listen to the word below and answer the
use to describe som eone's personal qualities. questions,
creative flexible determined efficient oo0 oo
reliable well-organized analytical analytical
methodical confident sociable
a How many syllables does the word have?
a good listener b Where is the main stress?
good with computers
Now look at these words and write each word in the
good at solving problems
correct column below,
can overcome challenges
creative flexible determined
can work under pressure
efficient reliable well-organized
able to meet deadlines
methodical confident sociable
good at communicating with people
■■vemBHHH
a good decision maker oOo Ooo oOoo I
Speak up!
2 Look at Michiko, Carl, Youssry and Heidi again.
mmmrn
For each person, say w h at qualities you think
3 f <13.2) Now listen and check. Then listen again and
they need in ord er to fulfil the ir role well.
repeat each word. Try to copy the stress.
\ > \ \ \ \ \ \. \ \ S f
3 W h a t are your personal

qualities? Tick / th e qualities
in Exercise 1 th a t you think Personal profile
you possess. C o m p lete the
P ersonal qualities
personal profile opposite,
then talk ab o u t your
strengths.
Abilities
42 Work and Study

This is your office [UjQj^g
Speaking - Talking about your work Focus o n ...

Speaking strategy: Describing your job prepositions with work
Complete each sentence with a
1 I *j D Look at th e expressions b elow you can use to
preposition.
describe the w o rk you do. Listen again to M ichiko, Carl,
1 I work ....•for.... a large international
Youssry and H eidi describe th e ir jobs. W rite M (Michiko),
company.
C (Carl), Y (Youssry), and H (Heidi) next to the
2 I w ork the sales department.
expressions th a t each person uses.
3 The colleagues I work are very
I'm in charge o f ... [Ml supportive.
My job involves ... I I I I 4 I work mainly our London office.
I'm responsible f o r ... ED 5 At the moment I'm working a big
My main responsibility is to ... ED project.
I'm interested in ... EH 6 I have to work...........very tight deadlines.
I'm (mainly) concerned with ... I I _________________________________
Speak up! Class bonus

2 Choose one o f th e follow ing: Think of a job and make a list of
your current job a job you once had a job you'd like to have personal qualities needed, and the main
responsibilities. Then make a group and
M ake notes o f your role and responsibilities below . Then
describe the job to your classmates. Can
use your notes to talk abo u t the jo b .
they guess the job you are describing?
\ \ y ^ \ \ \ y \ \ ] \ j I i ' I !
- h. - ffc, glSi m .? £4 i'Km d .5 ••* :. iU fi -»■ fit - < 0 ‘
-i. -u **. •**. -ft *4 ’®- '• «'*
E bra pracbice
Company:
Choose a company that you are interested
in and find out as much as you can about
Department: it. Visit their website and listen to any
interviews or watch any videos there. Then
imagine you are telling a friend about the
Job title: company. If possible, record what you say
and listen to yourself afterwards. Can you
identify any areas you could improve, e.g.
Main responsibilities:
grammar, pronunciation, etc.?
Can-do checklisb
Tick what you can do. Can do Need more practice j
1can understand and explain a company's structure and organization.
1can understand work roles and responsibilities.
1can talk about my work and what 1do in my job.
1can detail my personal qualities and describe my strengths.

__J
43
rr\
Match each adjective (a—f) with another adjective (1 -6 ) that has a similar meaning,
a polite 1 tactful
b flexible 2 well-informed
c sympathetic 3 dedicated
d committed 4 caring
e knowledgeable 5 accommodating
f diplomatic 6 courteous
Tick / the three most important qualities you think someone needs to work in Customer Services.
'The customer is always right.' Do you agree?
Listening - Handling customer complaints
Did you know ...?

According to a survey by the Trading Standards
Council, a consumer protection organization in the
UK, a customer who receives bad service tells at least
nine people, while a customer who gets
good service tells only two!
1 1 © Listen to tw o custom er services assistants deal w ith dissatisfied

customers on th e phone. C o m p lete th e chart.
What is the problem? the customer Hasn’t received a. book He

ordered
What action does the assistant take?
Is the customer satisfied?
2 * © Listen again to each conversation and co m p lete th e sentences below .

Conversation 1 Conversation 2
a I'm very sorry fo r ■ e I do apologize fo r......................
b I'm afraid we've been f Iknow, but unfortunately we've been having __
c Please give me a moment and g Could you bear with m e .......................... , please?
d I'll get onto i t h I'll sort it o u t ..................... .
44 Work and Study

0M Q 9
Speaking - Keeping the customer happy

Speaking strategy: Dealing with 3 1 © N o w listen and use th e ideas b e lo w to
complaints prom ise to ta k e action and say w h a t you will
1 Look at th e c om pleted sentences in Exercise 2 do. Begin w ith an apology.
of Section A. W rite th e le tte rs o f expressions Example
you can use to ... You hear: a
I ordered a set o f six wine glasses, but when
ask someone to be patient __R............... they arrived three were broken.
apologize You say: I’m very sorry. I’ll get onto it immediately, i’ll
promise to take action send you another set.
explain the cause of a problem ...................
a send another set
b book an engineer to fix it
Speak up! c arrange to exchange it
d refund 15%
2 * © Im agine you w o rk in a custom er services
e get someone to call you
d e p a rtm e n t. Listen and use th e ideas b e lo w to
explain th e cause o f th e pro blem . Begin w ith
4 » © Listen and use th e ideas b e lo w to have a
an apology.
conversation w ith a custom er. Speak a fte r th e
Example
beeps.
You hear: a.
I asked for a. brochure a. month ago, but I Example-
haven’t received, one yet. You hear: I paid for a Canon X40 printer online but
You say: Oh dear. I do apologize. I’m afraid we’ve run you’ve ju s t sent an email saying it ’s not in
out. stock, a
You say-. Yes, I’m very sorry for the delay. I’m afraid
a run out of brochures it’s a very popular model.
b very busy this month
a apologize / explain - (popular model)
c problems with our website
b ask the customer to be patient - (more next Monday)
d an administrative error
c promise action - (send one special delivery)
e the manager is ill today
d end the call
Speaking - Getting it right
Im agine you w o rk in a call centre and are takin g orders from

Look at these extracts from custom ers by phone. Use th e ideas b e lo w to confirm w h a t each
th e conversations in Section custom er w ants to order.
A. To confirm inform ation, Example: a You want to order three large black 'Oxford’ suitcases, and you’d
you can re p e a t th e details like them to be delivered on Friday 15th May, Is that correct?
and use these expressions.
a Fri 15th May delivery
You want 25 HP356 printer cartridges.
Is that correct?
So, you want six wine glasses.
Is that right?
OXFORD
X3
Learning tip
Remember your voice should e Mon 1st June delivery
go up at the end of a question
when you want to check that
something is correct. This shows
the listener that you are asking
for confirmation.
V a l e n c i a
45
QMG9
Sound smarb
Linking - / w / and / j /
1 $ tjD Listen to these sentences. Notice that a /w/ or /j/
sound is added when a word ending in a vowel sound
is followed by a word beginning with a vowel sound. Class bonus
a What would you like to /w/ order? Half the class are customer service assistants, the other
b We can guarantee delivery by the /j/ end of the half are customers.
month. Customer service assistants: Listen to each customer's
complaint and respond by apologizing, explaining the
2 Look at these sentences. Which sounds do you think
reason for the problem, and promising to take action.
are linked with /w/ or /j/? There are more than one in
You may need to ask some customers to be patient.
some sentences.
Customers: Think of a complaint you have about a
a I asked you over a month ago for a brochure,
product or service. Then speak to various customer
b Please give me a moment to check,
service assistants and complain. Try to resolve your
c I'll get onto it immediately,
complaint.
d We'll post the order special delivery,
e I'll post it in the afternoon,
f Can I ask who is speaking, please?
g I do apologize for all the inconvenience,
h You sent me an email to ask about delivery,
i I'll be out of the office all next week.
Mj DListen and check. Then listen again and repeat

each sentence. Practise linking the sounds.
Listening - Problems in the office

1 # #20 ) Listen and w rite th e n u m b er o f each speaker (1 -6 ) n ext to th e correct picture (a-f).
2 | * 20 ) Listen again and c o m plete th e expressions.

a The air-conditioning's orL_^6_bLi*i_k . d I can't get this fax to
b This computer.............................. e The projector ..........
c This printer w o n 't f This camera w o n 't...
46 @2Work and Study

I’ll sort it out (UJQQ0Q9
3 W h a t w ould you do in each

situation?
Speaking - Finding solutions
Speaking strategy: Putting forward a soiutioi
4 <• ® N o w listen to these ^ Look at this extract from M artin and Pilar's conversation,
replies. M atch each reply U nderline tw o expressions Pilar uses to p ut forw ard a solution.
(1 -6 ) w ith a p roblem in , . . . . . .
Exercise 2 (a -f) ar: Maybe it means there s some paper stuck inside. It might be worth
opening it and having a look.
1 ----- ^.. ...... ...... Martin: How do I do that?
4 ........... 5 6....... Pilar: You could try pulling that lever there. That's the one.
5 * @ Listen to Pilar and 2 Look at th e sentences b elow and underline tw o m ore

M artin deal w ith a routine expressions you can use to propose a solution,
pro b lem at th e office. ,
A nsw er th e questions. Have Y°u tned swltch'nS off f° r a fe,w m,nutes?
What about pressing the reset button?
a What's the problem?
b What do they do?

.............. -.................. 3 l § ) Im agine you are at w o rk and colleagues are tellin g you
What w as the cause a b o u t som e problem s. Listen to each pro b lem and use the ideas
of the pioblem ? b elo w to suggest a solution. Say your answers aloud.
Example
You Hear: a.
We’ve got so many orders we’re in danger of falling behind, on
Did you know ...? deliveries.
You say: Well, i t might be worth taking on more staff? Thai might help.
The top five complaints about
offices are: a take on more staff
1 temperature - too cold b ask a technician to look at it
2 temperature - too hot c reduce our prices
3 poor cleaning service d have a special promotion
e give the staff a bonus
4 not enough meeting rooms
f change supplier
5 insufficient filing space
E bra pracbice
Listen again to some of the recordings in this unit. For each recording, listen
carefully and try to identify a /w/ or /j/ sound. Then look at the Audioscript on
pages 9 2-3 and listen once more to check.
yymyyiiyyjjiiiiiiyiiiDyyiiJiii
Can-do checkiisb
Tick what you can do. Can do Need more practice
I can handle customer complaints effectively and in a

professional way.
I can confirm and check important information.
I can put forward solutions for dealing with general work problems.
V_
47
Can I call you back?
listen and speak
How often do you use the telephone to do these things? Write Do or Don't for each phrase below.
Tick / your answers. Good Telephone Manners
Often Sometimes Hardly ever sound relaxed
arrange a meeting 0 0 0 eat while you speak
deal with complaints 0 o 0 be polite
take an order 0 0 0 use slang words
place an order 0 o 0 speak quickly
find out information 0 0 o speak clearly
ask someone for help 0 o o rush the conversation
promote your company's services 0 0 0 sound friendly
apply for a job 0 o 0 speak naturally
answer customers' queries 0 o 0 continue to work while talking
Look at the guide above. Do you think

have good telephone manners?
Listening - Making a
1 I Listen to tw o conversations.
A nsw er th e questions.
Conversation 1
a What company is Norman Silvers from?
.Isywtnwnte__.... ......
b Why can't he speak to Mr Fredericks?
c When should Mr Fredericks be free?
d What message does he leave?

2 I @ Listen again to Conversation 1, and com plete each
Conversation 2 expression you hear.
e What department does Charlie call? a Hello....... This I f Norman Silvers.
b ...................... . possible t o ......................... Mr Fredericks, please?
f Why does he ask to speak to Sharon? c Will h e ............. ....... this afternoon?
d Could......................... to call me?
g Why isn't Sharon available? e ...................much. Goodbye.
h What message does he leave? 3 N o w match each expression (a -e ) w ith a function (1 -5 ).

1 Asking to speak to someone 0
2 Ending a call 0
3 Introducing yourself 0
4 Leaving a message 0
5 Asking when someone will be available 0
48 Work and Study

Can I call you back? QfjoQoGIO
4 * *H) Listen again to Conversation 2. W rite a

Focus o n ...
suitable expression fo r each function.
telephoning
1 Introducing yourself
Complete each sentence with a preposition.
&.j£ls__Ch«rUe._.....................................................
a Please don't put m e 9*L__ hold.
2 Asking to speak to someone
b He's n o t his desk, I'm afraid.
c I'll call you when he gets .
3 Asking when someone will be available
d She's............a meeting.
e I'll put yo u ............. right away.
4 Leaving a message
f She's another call.
g It's lovely to hear you.
5 Ending a call
h Can I call yo u ?
V________________________________________________✓
5 Which is m ore fom al, conversation 1 or 2?
Speaking - Making calls successfully

Speaking strategy: Leaving a message 3 | * 26) Im agine you phone th e Personnel
W hen th e person you w a n t to speak to is not d e p a rtm e n t in your company, but th e person
available, you can leave a message. N u m b er you w a n t to speak to is not available. Use the
the steps b elow (a -f) in o rd er (1 -6 ). ideas b elow to have an inform al conversation
w ith ano th er colleague and leave a message.
a repeat your name/company O
b end the call Q Example
You hear: Hello, Personnel, a
c introduce yourself [T]
You say: Hi, it’s [your name]. Is Trisha there?
d ask when the person will be available Q
e ask to speak to the person you want Q a Give your name. You want to speak to Trisha,
f leave a message I I b when will be back?
c say I called?
d give your extension - 344
Speak up! e end the call
2 « * 25) Im agine you w o rk fo r Suntours
International. You phone an im p o rtan t client
Learning tip
at Richmond Travel Ltd. Use th e ideas b elow
to have a form al conversation w ith the Before you make an important call, it is a good idea
receptionist and leave a message. to make a list of the points you want to raise. Make
Cxarople sure you have all the information you need. Have a
You Hear: Hello, Richmond Travel Ltd. a, pen and some paper ready in case you need to make
You say: Hello. This is [your name] from Suntours notes.
International. Would it be possible to speak
with Catherine Simmons, please?
a You are [your name] from Suntours International. You

Did you know ...?
want to speak to Catherine Simmons,
Using the phone effectively is a valuable skill. Some
b available this afternoon?
c can she call you asap? small companies even employ professional agencies
d Repeat your name and company. Give your mobile to deal with all their telephone calls. Surveys show
number: 07967 324094. that people respond more positively to
e end the call someone with good telephone manners.
49
QUdqB '5 1 0
C Listening - Receiving a call

1 * ® Listen to tw o conversations. W hich 3 M atch each expression (1 -8 ) in Exercise 2 w ith
conversation (1 or 2) is m ore fo rm a l? ......... a function (a-d ).
a Answering the phone 1>............. ........
2 ♦ © Listen again and com p lete each b Saying someone isn't available........................
expression below . c Connecting someone........................
1 Hello, T im speokdig . . . . d Offering to take a message........................
2 Can I take......................... ?
3 Hang on. I’l l his office for you.
4 No, sorry. The ...................... .
5 Hello. ........................ Jane Garston.
6 ......................... to leave a message?
7 I'll just p ut........................ .
8 I'm afraid he's......................... right now.
D Speaking - Practise receiving calls Sound smarb

Connected speech
Speaking strategy: Handling incoming calls effectively
1 %*3o) When words are spoken
1 W hen you answer a call and th e person th e caller asks for is not
together in English they are often
available, you can ask if they w a n t to leave a message. Look at
pronounced differently than when
the steps below and num ber each step (a—f) in order (1 -6 ). said on their own. Look at these
a offer to connect the caller O examples. Listen and notice how
b end the call O the sounds change:
c answer the phone |T] a Do you /dja/ know when she'll
d offer to take a message O be back?
e ask the caller (to confirm) their name CH b Would you /wudja/ like to leave
f say the person isn't available I I a message?
c Could you /kudja/ tell her I
called?
Speak up!
d Do you /dia/ want to /wonta/
2 Im agine som eone calls and asks to ta lk to your colleague call back later?
at w o rk. Listen and reply, using th e ideas below . e When's the meeting going to
Example /gona/ finish?
You hear: Oh, hello. I’d, like to speak to Franjoise Chirac, please, a
2 Listen again and repeat each
You say: I’ll Just put you through.
sentence. Try to copy the same
a put you through c a message? e end the call sounds and rhythm.
b on another line d caller's name?
3 I © Listen to five more sentences.
How many words do you hear in
3 t @ Im agine you take a call from a colleague in another
each sentence? Write the number
d ep a rtm en t. The person they w a n t to speak to is not available.
of words you hear. Contractions
Listen and reply, using th e ideas below. Have an informal
such as you're count as two words,
conversation and tak e a message.
a [jo] b □ c □
Example
d □ e □
You hear: Hi, Nigel. It’s Samantha. Is George there? a
Listen again and write each
You say: Hang on. I’Ll try his office -for you.
sentence in full.
a try his office c a message? e end the call
4 ♦ © Now practise. Listen and
b engaged d confirm caller's name?
repeat each sentence.
50 Work and Study

[UJoqd'G 1 0
Listening - Overcoming difficulties

Look at th e picture below . W hy do you think
I # *33) N o w listen and com plete each sentence
the w om an is having difficulty understanding
you hear.
w h at th e man is saying?
a Would you mind ..speUxn^.tiiai.. for me?
Sorry. I didn't quite catch that. b Sorry. Can yo u .......................... again?
c Could you ............................. , please?
d I think we have .I'llcallyou back.
e Could you speak ,please?
I * ® Imagine you take the follow ing five calls.

Listen and use one o f the expressions above
to help overcom e each difficulty you come up
against.
Example: a, Com you speak up, please?
Class bonus
In pairs, role play various telephone conversations.
Sit back to back, or use your mobile phones to talk to
each other. Choose formal and informal situations, e.g.
answering queries from an important client, or asking
Z - @ ) Listen to five peo p le speaking on the a colleague for information. Decide on a situation and
phone. W h y is it difficult to understand each prepare your call first, then practise.
speaker? M atch each speaker (a -e ) w ith a
reason (1 -5 ).
1 The speaker has an unfamiliar name. 0 E bra practice
2 There is too much background noise. 0
Some companies have free numbers that you can call to
3 The speaker is talking too softly. 0
ask about products and services. Think of some questions
4 The speaker gives too much information all at once. 0
to ask, then call and find out what you can. Use the
5 The line quality is poor. 0
language and strategies in this unit to help you. Why not
ring a company after hours and listen to their, recorded
message? You could practise taking notes of the important
information and ring back if you need to listen again.
mill i i i i i n y m y iiini 1 0 0 0 1 0
Can-do checklisb
f r *\
I can make and take calls effectively.
I can take and leave messages.
I can overcome common difficulties when speaking by phone.

V J
51
Shall we move on?
Look at these factors that help to contribute towards an effective meeting. Make a note of three things you need
Tick / the three that you think are the most important. to do to chair a meeting effectively.
There is a written agenda. O -................................ —
The meeting is controlled well. O —.................... ....... ............
The meeting starts on time. O -
People respect each other's opinions. Q
There is sufficient time to get through everything. □
Everyone gets to express their opinion. HU
Everyone is there who needs to be. O
The aims of the meeting are clear. Q
The meeting achieves its objectives. HH
Listening - Starting a meeting

1 » ® David is M anaging D irecto r o f A vocet
Industries, a large international chemical
company. He is chairing an im p o rtan t strateg y
m eetin g. Listen to him start th e m eeting and
com plete th e expressions he uses below.
a Perhaps we can ......... •
b First,........................................... you all for coming.
c I'd ......................................... welcome ...
d The this meeting is to ...
e You.................................... the agenda th a t...
2 W rite th e le tte r o f each expression (a -e ) next

to th e correct function (1 -5 ).
1 referring people to the agenda [e]
2 getting everyone's attention O
3 welcoming people O
4 thanking people Q
5 explaining the aims of the meeting O 4 » ® N o w w rite T (true) or F (false) fo r each
sta te m e n t. Then listen again and check.
3 W h a t o th e r expressions can you think o f th a t a The meeting will last two days. „„T .
you could use fo r th e above functions? M ake b Javier is the only representative from Spain,
a list. c Inessa interrupted her holiday to attend the meeting,
d The meeting has been called because of recent poor
performance.
e There are only two issues to discuss at the meeting.
52 Work and Study

(U M G 1 1
Listening - Identifying opinions

1 » ® Listen to this extract from la te r in the 3 I © Look a t th e functions below , then listen
m eetin g . The item being discussed is a again and w rite a suitable expression you hear
proposal to close th e company's operations in fo r each function.
France and Germ any. W h a t does each person 1 Interrupting
think o f th e suggestion? Tick / your answers. Sornp. .!_.come _to _Here. ? .........................................................
2 Expressing reservations
David
3 Making a suggestion
Inessa /
Javier 4 Accepting a suggestion
Ian
5 Rejecting a suggestion
2 Unscram ble the expressions each person uses

to give th e ir opinion. 4 N o w look at these expressions. M atch each
a to / I / extent / some / agree one (a -e ) w ith a function (1 -5 ) above.
I cujree to some extent.
a I know what you mean, b u t... [ t \
b not / it / completely / I'm / to / opposed b I'd like to say something if I may. O
c I'll go along with that. Q
c way / see / I / pros / can / cons / each / and d We might want to ... CH
e I think that would be a mistake. I I
d favour / it / I'm / of / in
e all / I'm / the / keen / very / idea / not / on / at

Did you know ...?
A survey by the Wall Street
Learning tip Journal found that most
managers spend an average of
When you are in a meeting, you need to be sure you 15 hours a week in meetings,
understand the opinions of those around you. but only 56% said the
Listen out for key expressions like those in B above
meetings were
that can help you understand what people are
productive!
thinking. If you can follow the discussion more
closely, you’ll be able to participate more.
- ------ A
Focus o n ...
the language of meetings
Match each word or phrase (1 -8 ) with a definition (a-h).
1 agenda a to put forward a plan for consideration
2 to second b to express your choice or opinion (by raising your hand, etc.)
1 3 minutes c a list of matters to be discussed
4 vote d a formal suggestion
5 to propose e a list of things that need to be done after the meeting
6 motion f the person who leads the meeting
1 7 action points g to formally give your support to a suggestion
1 8 chair h a written record of what was said or decided
V
53
Q M G 11 Shall we move on?
C Speaking - Acting as chair

Speaking strategy: Controlling a meeting
1 Look at this list o f things a chair has to do. M atch each responsibility
(1 -5 ) w ith tw o expressions (a—j).
a I don't think [name] has finished yet.
b I'm not sure that's relevant here,
c We need to look at this in more detail,
1 Deal with interruptions _±.. .....
d Let's go over what we've agreed,
2 Keep to the p o in t.............. e Could you let [name] finish, please?
3 Speed things up .............. f Perhaps we should discuss this a bit more,
4 Slow things down ..............
g I think we're drifting off the point a bit.
5 Summarize the main decisions
h Shall we move on?
i OK, to sum up then ...
j Does anyone have anything else to add?
2 * © Listen again to th e extract from the Sound smart

m eetin g b e tw e e n D avid, Inessa, Javier Using stress to emphasize a contrast
and Ian. Tick / th e expressions in Exercise 1
1 * © Listen to this extract from the meeting.
th a t you hear D avid use.
Underline the words that Ian stresses.
a We need to expand our European operations, not
Speak up! close them down!
3 Im agine you are th e chair o f a m eetin g . Look 2 » © Now listen again and(£imie)the correct answer
at th e situations below . Use th e expressions to complete the rules below.
above to control th e m eetin g . When you want to emphasize a contrast you should ...
Example-: a ... say the relevant words louder / softer than the
You say: I don’t think Carol has finished yet. other words.
a Carol is speaking but Jeremy tries to interrupt, 3 Underline the words you want to contrast in these
b An important decision needs to be made and people sentences, then practise saying the sentences
seem unclear about the options, stressing these words.
c The aim of the meeting is to decide overtime pay but a Sales should be increasing, not falling,
holiday entitlement is dominating the discussion, b We need our staff to work longer hours, not
d You feel the discussion has focused on one point for shorter.
too much time, c We should be hiring staff, not firing them,
e You want to draw the meeting to a close. d We need more skilled labour, not unskilled labour,
e We need to be more competitive, not more
expensive.
I © Now listen and repeat each sentence. Try to

copy the stress and intonation as closely as you can.
54 u p Work and Study

Shall we move on? \
i Speaking - Avoiding conflict

Speaking strategy: Being diplomatic Speak up!
1 Study these ways you can express your opinion in a s o fter w ay 3 Im agine you are in a m eetin g
to avoid o ffend ing o th e r p e o p le . Then m atch each exam p le (a-d ) and w a n t to express the
w ith a stra te g y (1 -4 ) you can use. fo llo w in g opinions. Use the
a Your opinion: The sales campaign was disappointing. s trategies abo ve to m ake
You say: Would it be fair to say the sales campaign wasn't as good as your opinions sound less
we'd hoped? critical.
b Your opinion: It was a terrible decision. Example.: a
You say: I'm not sure it was a very good decision. You say: Would, it be -fair to say
c Your opinion: The sales figures were extremely disappointing. that on the whole the
You say: The sales figures seemed rather disappointing. product launch didn’t go
d Your opinion: The project was a waste of money. very well?
You say: On the whole, the project didn't deliver good value for money. a The product launch went badly,
b Sales have been terrible,
1 Avoid negative adjectives by using a negative verb with a positive adjective. . A .
c Customers think the quality
2 Reduce the strength of what you say, e.g. extremely —»rather.___
is poor.
3 Turn a statement into a question.___
d The senior management are to
4 Use general and cautious language, e.g. on the whole, in general, tend to,
blame.
might, etc.___
e The company's reputation has
suffered a lot.
2 You can com bine tw o or m ore strateg ies to help avoid causing
offence. Look at th e exam ples below . H o w many strateg ies can
you find?
Your opinion: These meetings are a waste of time.
You say: These meetings don't tend to be particularly useful.
Your opinion: Our performance was poor.

You say: Would you agree that on the whole, our performance wasn't
very good?
Class bonus E bra pracbice

Make a group. You are going to hold a meeting. Decide Watch a current affairs programme in English on satellite
together on the topic of the meeting. Then choose who will or cable TV, or listen to a debate on a radio programme
be the chair, and decide what roles everyone else will have. in English. Notice the language the people use during
Now role play the meeting. Use the language and their discussion.
strategies in this unit to help you.
Can-do checklisb
Tick what you can do. Can do Need more pm
I can identify other people's opinions.
I can contribute to a meeting as a participant.
I can lead a meeting effectively as chair.
I can express my own opinions diplomatically.

J V_
55
*
B
!I
m B G 12
I’d like to begin by ..
m
Look at these different ways of taking notes. Which do you think is best?
Do you use a system like the ones below when you take notes?
Place period Events j importance
tAainpoin-h/ A/o/es
idtaS
heading 1
h ead iO J £
\
headiOJ *
/rtain idea
heading 4
Listening - Do’s and don’ts 2 t tog) Look at th e questions below . A nsw er as

many as you can from m em ory, then listen
1 * tog) Listen to this lecturer give some advice to
again and check.
her students on taking notes in class. M ake a
note o f the advice she gives in th e chart below. a What does she say a lecture is notl
b What should you do to be an active listener...?

d ecide wkccfc is Important note everything before the lecture
during the lecture
c In what two ways do lecturers often repeat themselves?
d What four things should you do when you review your

notes?
e What two advantages does she mention of reviewing

Did you know ...? notes?
The best time to review your notes is within
24 hours of a lecture. Studies show that after
this time it is more difficult to remember
important details.
56 (S^9 Work and Study

QJMG12
Focus o n ... Learning tip

arrows, symbols and abbreviations
Active listening is a useful skill
You can use arrows, symbols and abbreviations to help reduce the when taking notes. Decide what
amount you need to write. This will save time and allow you to keep up is important and what is not
with the lecturer. and listen for any guidance the
1 Look at the arrows, symbols and abbreviations below. Match each one with lecturer gives you. For example,
a meaning (1-16). notice when a lecturer repeats
e.g.. imp. temp, msg / = tT yr. vr. vs. etc. X i poss + C info something, and make sure you
note the point down.
in addition to 9 go down/fall
for example 10 a positive/good point
important 11 possible
and so on 12 temperature
message 13 versus/against
go up/rise 14 the same as
a negative point 15 information
Century 16 year
2 You can also make up your own symbols and abbreviations to help you take
notes more quickly. For example, @ (about/around), tk (take), Im (learn).
Make a list of non-standard abbreviations you like to use. Try to think of some
more to add to the list.
3 Look at your notes in the Do's/Don'ts chart. Can you make them more concise?
Listening - Note taking

jfc , e-ft-. <*& >.••« a s .•#.£, Aft •• h-’ -i-:. At Si. -a . .*>'
1 * © Listen to an extract from a lecture on the

Chinese economy. A fte r each section, pause
th e recording and choose th e m ost suitable dUr\a.'s economy
heading.
1 a China 40 years ago
(V ) Background to economic success
2 a Influence of the US
b Growth statistics
3 a A growing population 2
b A population on the move
4 a Economic deficiencies
b Labour costs
5 a More growth ahead 2,
b Future challenges
2 ( © W rite each heading in place in the

n o te p a d . Then listen again and m ake notes
under each heading. Be concise, num bering
points, and using arrows, symbols or
abbreviations w h ere you can.
3 R eview your notes. H o w concise are they? 5-

Do th e y contain all th e key inform ation?
Can you im prove them ?
57
QJMS1 2 ketobeginby■
C Speaking - Passing information on

Speaking strategy: Talking about a lecture
1 Here are some expressions you can use to talk abo u t a lecture
and pass on inform ation:
Learning tip
The talk was about... / The speaker began by ...ing / Then she argued th a t... / A good summary should not try
After that she reviewed/mentioned ... / Then she went on to say that... / to repeat everything, but simply
Finally she ... / I think the most important/interesting/relevant point was ... cover the most important points,
together with some details of
particular interest to the person
Speak up!
giving the summary. It should
2 Give an oral summary o f the extract from th e lecture on China be well-organized, easy to
you heard. Use your notes to help you. understand and accurate.
Listening - Summarizing
1 * © Listen to tw o summaries
o f th e talk you heard. Which Summary a
one (a or b) do you think is
b e tte r ? ............ Sfve+i^Hi5:
2 * © Listen again and make

a note o f th e strengths
and weaknesses o f each We-akne-SSe-S:
summary.
SumwQr'y b
Sfve^-HnS:
WeakneSSe.5:
Listening - Time for questions

1 * © Listen to fou r p eople each ask a question 3 * © Listen again to the replies and com plete
at the end o f a lecture. N o te th e key point th a t th e expressions th a t the lecturer uses to clarify
each person (a-d ) is asking about. w h a t she means.
a moss migration a Basically, what I want ...........to. say js
b b I suppose what I'm .................... is ...
c ...... __........... .............. c The point I'm . .......................... is ...
d ............................................... ............ .............. ............. d In other words, what I'm ......................... is
2 * © N o w listen to th e replies (1 -4 ). Match

each reply (1 -4 ) w ith a question (a-d ).
1 2 3 4........

Speaking - Asking questions
Speaking strategy: Asking for clarification
1 Look at th e questions b elow and underline each
expression you can use to ask fo r clarification.
a Could you explain what you mean bv the biggest mass migration in
history?
b Can you go into a bit more detail on the cost of labour in China?
c What exactly are you getting at when you refer to the middle class as
the 'backbone of China's success'?
d Would you expand a little on the impact of China's economic growth?
Speak up!
2 Im agine you w a n t to ask a lecturer fo r clarification. Use
the ideas below , and say your answers aloud.
Example: a., current economic position - more d etail
You say: Can you go into a, bit more d etail on the current economic
position?
a current economic position - more detail

b economic superpower - explain?
c 'draining effect' of migration from countryside to cities - getting at?
d environmental cost of economic success - expand
e skill shortage - explain?
f causes of rising inflation - more detail
Learning tip
It may be possible to take a tape recorder into the Class bonus
lecture and record everything the lecturer says. This
Choose two volunteers from the class to each give a
is useful to refer to afterwards when you review your
short talk on any topic they like. The talk should last no
notes. Always ask the lecturer’s permission first.
more than two minutes. Each speaker should tell the
class the topic of their talk.
Decide which talk you want to listen to. Then divide into
E bra pracbice two groups and listen to the talk you chose, taking notes
Go to the website below and listen to a lecture that of the main points. When the talk finishes, compare your
interests you. Note the main ideas and then review your notes with the other students in your group. Finally, find
notes afterwards by reading the text of the lecture. a classmate who listened to the other talk and each give
http://www.thersa.org/audio/ a summary.
Can-do checklisb
~\ f Y
I can take effective notes in a talk or lecture.
I can give an accurate and concise summary of the main points.
I can ask detailed questions for further information.

j|| listei m e!
Look at the graphics below. Which ways of presenting visual information can you see? Choose from the list,
a line graph a flow chart a pie chart a bar chart a diagram a table a plan
70%
2012
60%
2005
Australia 2012
1,200
50%
1,000
40%
800
30%
20%
400
200
10%--
0 0%
84 86 88 90 92 94 96 98 00 02 04 0
a*'
C
Listening - Charts and statistics

1 ♦ © Kirsty McLellan works fo r th e M inistry o f 3 ♦ © A nsw er these questions from m emory,
Tourism in N e w Zealand. She is giving a talk to then listen again and check.
her colleagues on some recent research. a Which four countries do most tourists come from?
Listen and num ber each presentation slide
(a-c) above in th e o rd er (1 -3 ) Kirsty m entions b What two factors have helped the Australian market?
them .
a ............ b ............ c c What is the predicted rate of growth?
2 * © Listen again. Tick / th e main top ic o f each d What activities are most tourists on holiday
slide. interested in?
a The importance of tourism to New Zealand O

e What does VFR mean in the bar chart?
International visitor arrivals O
Market strengths and weaknesses O
b The history of the Australian market O
Reasons for growth of the Australian market Q
The importance of the Australian market O
c New Zealand's secret of success Q
Reasons for travel to New Zealand Q
The best place for a holiday Q
60 Work and Study

Let’s take a closer look (1£)0DSiQ 1 3
r
Focus o n ...
describing statistics
l Match each word or expression (a-h) with a graph ( I -8 ). Match a verb in A with a verb in B
a increase sharply _8__ b go up slightly., fluctuate d fall steadily. which has a similar meaning.
e recover well _____ f drop dramatically.. level o u t.... h remain stea A B
l climb--. a even out
2 3 4
2 decreaseX b reach
3 pick up X c get worse
4 stabilize v - d rise
5 deteriorate e decline
6 get up to f improve
6 7 8
/
/
/
Speaking - Presenting detailed information

Speaking strategy: Describing Look at th e slides b elo w from th e next p art o f Kirsty's talk.
charts and graphs Im agine you are giving th e talk. W h a t can you say ab o u t
each slide?
1 C o m p lete these expressions you
Visitor arrivals (000s)
can use to introduce inform ation 2005/06------ 2006/07 2007/08
on a chart by adding th e correct
words.
shows As you notice
this chart draw can see
a Y o u ' l l notice, th a t...

b You can see fro m ............ th a t...
c This graph................... .
d What w e .................... here is ... Total expenditure ($NZm)
Actual Forecast
e ...........„ can see from ... 12,000
f I'd like t o ................... your attention 10,000
8,000
to ...
6,000
4.000
Speak up! 2.000
0
2 Repeat Kirsty's talk on tourism
in N e w Zealand in your own
Growth in visitor arrivals (%)
words. Refer to th e presentation A nnu al Change
slides on page 60, and use the

language above to help you.
Did you know ...?

=
Experts say around 80% of what we I
learn is learned visually. Using visual I IIII
U O L .H l
aids such as graphs and charts is an
extremely effective way of
getting your point across. 90 92 94 96 00 02 04 06
61
QDod&B1 3 Let’s take a closer look
Sound smart Learning tip

Mentioning several points
When you give a talk using
I * © Listen and notice the intonation in this sentence. detailed statistics and charts,
People come to New Zealand to go sightseeing, do outdoor activities and go try to explain the information
in each chart in a clear and
shopping.
methodical way. Introduce
2 Now(grcie)the correct words to complete the rule. each chart, and use plenty
If you want to list several points one after the other, your voice should go up / of signposts to help the
down on the first two examples, and then go up / down on the final example. audience follow what you
are saying.
3 | © Listen again and practise.
4 Look at these statements and predict where your voice should go up and down,
a Great Britain is made up of three countries: England, Scotland and Wales.
b Wales is popular for walking, its great beaches and its many castles,
c In Scotland tourists visit Edinburgh, Loch Ness and enjoy the great scenery,
d Popular tourist destinations in England are the Lake District, Cornwall and of
course London.
e London's top attractions include the London Eye, the Tower of London and
Buckingham Palace.
f Three popular museums are the National Gallery, the British Museum and the
Tate Modern.
5 p ig ) Listen and check. Then listen and repeat each sentence. Try to use the
same rise-rise-fall intonation.
Speaking - Using signposts (1) Focus on ...

Speaking strategy: Linking ideas expressing contrast
Choose the correct answer to complete each
1 W rite each w o rd or expression n ext to the
sentence.
correct function.
a The company's profits were good although /(Respite)
although also furthermore however a slow start.
in addition whereas despite moreover b We decided to expand our European operations even
though / in spite o f advice to the contrary,
Linking supporting ideas: c The results were poor. However, / Even though there
Contrasting different ideas:.................. were no redundancies,
d Although / In spite o f performance was rather
disappointing, the board remained optimistic,
Speak up! e The management had a pay rise, whereas / in spite
2 im agine you are giving a presentation. Introduce o f the workers' salaries were cut.
the inform ation on each chart and link the ideas. f However / Even though we have reduced our prices,
sales have not gone up.
£xa.mpte: a.
You say: As you can see -from this chart, sales increased
in April and. -furthermore pro-ftts also went up.
April results . Ti irnover

Salaries Customer service
returns
domestic international
Let’s take a closer look [U][n]BQ13
Listening - Using signposts (2)

1 You are going to listen to a presentation on 2 * *4Z) N o w listen to fou r extracts from the
ice cream sales. Before you listen, look at the presentation and tick / any expressions in
functions b elow and make a list o f expressions your list you hear.
you m ight hear.
a Explaining causes and consequences ......................... 3 * Listen again and w rite any expressions
you have not already n o ted . W rite each
b Giving an example expression b elow the correct function.
c Repeating the same idea
d Summarizing the main points
Speaking - Making your point

Speaking strategy: Giving verbal cues Speak up!
1 M atch each expression (a -f) w ith a function (1 -3 ). 2 Im agine you are giving a
presentation. Use th e ideas
a The crucial point here is ...
b elow to finish one point,
b We've looked a t ...
1 Finishing one point „b __...... start ano th er and emphasize
c Let me turn to ...
2 Starting another point ........... im p o rtan t points.
d The thing to remember is .
3 Emphasizing an important point. Example: a.
e Let's move on to ...
You say: OK, so we’ve looked a t
f I've told you a bo ut...
turnover. Now let me turn
to sales. The thing to
remember Is the sales team
Class bonus E bra pracbice
Is much smaller now.
1 Prepare a short talk on a topic Listen to a talk in English on the
you know a lot about using a turnover / sales - sales team
radio or on TV. Notice the language
graphics. much smaller
the speaker uses and make a list
2 Give your presentation to the b productivity / profit - corporation
of any signposts you hear.
class. Use the language and tax up 2%
strategies in this unit to help c staff levels / salaries - no pay
you. rises for two years
d domestic maketing / international
marketing - big cultural
differences
e workforce / management -
fewer women than men
Can-do checklist
\ f l
Tick what you can do. Can do j Need more practice j
I can understand detailed information and statistics.
I can describe information in charts and graphs clearly and concisely.
I can use signpost words to link ideas effectively.
63
Q M G 1 4
Can you expand on that?
Write T (true) or F (false) for each statement, Have you ever been to a seminar? If so, what do you
a A seminar is an opportunity for a group of students think of seminars? Tick / your answers,
to explore various topics with a teacher. ___ a I like seminars. I enjoy debating issues with other
b Students often take turns to give short talks. ...... students. HH
c There is a lot of discussion. Students should b I think seminars are a waste of time. I want to learn
express their opinions openly. ...... from a teacher, not other students. O
d The teacher can take a 'back seat', leaving students c I find it hard to express my opinion in a group. □
in control. d Seminars are frustrating because one or two people
always do all the talking. □
e Seminars are fun but I don't know if they help me
learn anything. j_J
f I don't like to argue with people. I think it's rude. I I
Listening - Following a discussion

2 N o w answer these questions.
a Is the discussion well-
balanced or one-sided?
b Is the tone of the discussion

friendly, heated, or a bit of both?
c Does everyone get an equal

chance to express their opinion?
Learning tip
When you are trying to follow
a discussion between several
people, try not to focus on
1 * f5§) Listen to this extrac t from a seminar. W h a t do you think is
individuals or specific details too
th e main top ic th a t th e students are discussing?
much. Try to ‘step back’ mentally,
a The decline of minority languages and notice how the discussion
b The benefits of language education develops as a whole. Listen to
c The preservation of languages the general flow of the discussion
d The role of government in language development rather than specific details.
e The problem of poverty throughout the world
64 Work and Study

Can you expand on that?
3 | C l H o w does the discussion develop? Look at these areas (a-e) then listen
again and num ber each in o rd er (1 -5 ).
a conflict between saving people and saving languages HU
b examples of dying languages |T]
c reasons to protect languages O
d reasons not to protect languages Q
e languages that are reviving □
4 i® A nsw er these questions. Then listen again and check.

a According to the UNESCO report
- how many languages are there in the world today? .......................
- how many are in danger of dying out by 2100?........................
b Where do speakers of the Ainu and Maori languages live? ____ _____ ____________
c How many Welsh speakers were there in 1991? How many are there today?_________ __
d What are the arguments in favour of 'language revitalization'?
e What are the arguments against language revitalization?
Speaking - Expressing your ideas

Sp eakin g strateg y : D isagreeing politely Sp eak up!
1 Look at these extracts from th e seminar 2 I ® Im agine you are in a seminar. Listen and
discussion. Which expressions (1 -4 ) can you use th e ideas b elow to disagree p o litely abo u t
use to ... th e facts you hear.
a disagree about facts? Example.
b disagree about opinions? You hear: a
English Is the most widely-spoken language in
1 I don't quite see it like that. b the world.
2 I think you might be mistaken on that point....... You say: I don’t think you’ve got th a t right. I think it’s
3 I'm not sure I agree....... Chinese.
4 I don't think you've got that right.___
a Chinese
b 3,500 years ago
Sound smarb c one third
Sounding polite d top to bottom, and right to left
e Basque
As well as being careful with the language you use, you
f Portuguese
can also try to make sure the way you say something
sounds polite.
3 | teg N o w listen and use the ideas b elo w to
1 | teg Listen to this sentence spoken twice. Which way
disagree p o litely ab o u t th e opinions you hear.
(A or B) sounds more polite? Why?
Example
I think you might be mistaken on that point.
You hear: a
2 # teg Listen to each of these sentences repeated English Is a really d ifficu lt language to learn.
twice.(fdrcie)which is more polite, A or B. You say: I’m not sure 1 agree. I think it’s quite easy.
I'm not sure you've got that right. A B a quite easy

That's not quite how I see it. A B b depends on the individual
I'm not sure I agree. A B c too expensive
Sorry, can I finish what I was saying? A B d less interesting
e closely connected
• teg Now listen and practise saying each sentence
f more people
politely.
65
[yM' 3 1 4
Speaking - Making sure you understand

Speaking strategy: Asking for more detail Speak up!
1 U nderline th e expressions you can use to ask 2 Look at th e situations b elo w and ask p o litely
som eone to explain a point in m ore detail. fo r m ore detail.
Do you think you could say a bit more about that, please? Example: a.
I'd like to hear more about the impact of English on world You say: Do you think you could say a. bit more about
languages, if possible. the impact o f English on other languages?
Do you have any specific details about the decline in a impact of English on other languages?
minority languages? b endangered languages?
Can you give an example of a language that is enjoying a c language revitalization?
revival? d rate of decline of minority languages?
e threats to African languages?
f future of language development?
Listening - Asking effective questions

1 You can re p e a t a question in a d iffe re n t w ay to m ake sure others
understand w h a t you are asking, or to focus your question m ore precisely.
Use these w ords to com p lete th e expressions you can use below .
words asking Basically another suppose
1 In other .words I'd like to know ...

2 .......... ............. , what I want to know is ...
3 I guess what I'm (really)......................... is ...
4 To put i t .................. way ...
5 I ........................ what I'm driving at is ...
2 4 *5 3 ) N o w listen to questions 1 -5 and check.
3 4 453) Look at the questions (a-e) below. Then listen and match each
question you hear (1 -5 ) w ith an original question (a-e).
a Will English always be the dominant world language? O
b What are the main reasons for the success of the English language? [Tj
c Is it unavoidable that certain languages die out? Q
d Do you think all languages have equal significance? O
e Why do you think the issue of language revitalization is not more in the public eye? C
66 Work and Study

Can you expand on that? [UJ[jl|[]'Q14
Listening - Participating effectively

2 N o w match each expression (a-l) w ith a
1 I ® Listen and com plete each expression.
function (1 -1 2 ).
Then listen and rep eat.
1 Ask someone for their opinion [T|
a Sorry, what dx> you mean exactly?
2 Ask someone to explain what they mean O
b 1agree with some said.
3 Ask to interrupt O
c No, sorry. 1don't really that.
4 Stop someone from interrupting you CH
d 1 that it's important.
5 Apologize for misunderstanding someone O
e That's too.
6 Try to get the discussion back on target O
f Can we get here, please?
7 Agree with someone O
§ My mistake. 1 . Sorry.
8 Disagree with someone O
h That's not really
9 Partly agree with someone Q
i OK. So what is ...
10 Check you've understood CH
j What do , Peter?
11 Say someone has misunderstood you O
k Sorry, can 1just was saying?
12 Give your opinion strongly Q
1 Can 1 here?
3 A d d any o th e r expressions you can think o f for

these functions.
Class bonus
Make a group and have your own seminar. Choose a
E bra practice
topic, consider your opinion and then begin a discussion. Turn to page 95 and find recording script 48. Listen again
Participate as fully as you can, asking questions, giving and read at the same time. Underline any expressions
opinions and using the language and strategies covered people use for the functions above. Listen again and
in this unit. Remember to be polite when disagreeing notice how speakers A and D emphasize the important
with someone! words and expressions.
yyyyyy yyyyyyyyyn
Can-do checklist
Tick what you can do. Can do ^N eed more practice
1can follow the development of a lively discussion.
1can express my opinion and disagree politely.
1can ask for more detail if necessary.
1can use a range of techniques to participate effectively.
67
15 r
It’ll help me get a good jo b ^
jj listen €
Would you like to study abroad?
What country would you go to?
What would you study?
i to Useful language p. 82
Listening - Making plans

$ m Listen to Stefania from Italy and
H abib from Saudi A rabia each talk abo u t
th e ir study plans fo r th e futu re. M ake
notes, and find th re e goals the y share.
Speaking - Talking about your study plans

Speaking strategy: Describing plans in
detail MfiS IFIMH m
1 Look at these expressions you can use to
U i W "fin
describe w h a t you are going to do and hope
to achieve in th e futu re. A m e ric an L a n g u a g e and C u ltu re P ro gra m
I plan/aim/intend to ... D ates: J u ly /A u g u s t

My/The (main) focus/goal/purpose is to ... A ccom m od ation: live w ith a ho st fa m ily
I hope/expect it'll help me to ... - im p ro v e y o u r English
What I hope to achieve/accomplish/get from this is ... 26 hrs pe r w e ek, p ra ctise co m m u n ica tio n skills,
becom e m ore co n fid e n t
2 I »1D Listen again to Stefania and H abib. Tick / - discove r th e real US
th e expressions th e y use. learn ab ou t US cu ltu re , h isto ry, people, life styles
- m ake new frie n d s w ith people fro m all a ro un d
th e w o rld !
Speak up!
3 Look at th e advertisem en t fo r San Fransico
Language C enter. Im agine you are going to Class bonus
study on this p rog ram m e. Talk ab o u t w h a t you
Make a group and talk about your study plans. What do
are going to do and w h a t you hope to achieve.
you plan to do? What do you hope to achieve?

!,l
Speaking - Seeking advice

Speaking strategy: Sp eak up!
Asking for opinions and 2 f © Im agine you are thinking o f going on a study trip to
recommendations Britain. Listen and use the ideas b elow to have a conversation
w ith your English teacher. Ask fo r your teacher's opinions and
1 Look at th e expressions
recom m endations.
b elow you can use to
ask fo r opinions and Example.
recom m endations. You hear: Yes, dx> you want to ask we- something? a
You say: Yes. Do you think It’s worth going to the UK next summer to study
Would you recommend ...ing English ?
Do you think it's worth ...ing?
Is it a good idea to ...? a UK next summer - study English?
Do you think I should ...? b l month or 2 months?
What do you think o f ...? c London or Cambridge?
d host family or hotel?
e 15 or 28 hrs per week?
f General English or an exam (IELTS/TOEFL)?
s US or Australia instead?
Listening - Understanding course requirements

1 ¥ © Im agine you are starting a
business course at college in the . , _ _ „
U nited States. Listen to the college M o dule 3.2 The d e v e lo p m e n t o f th e EU
professor and w rite T (true) o r F
(false) fo r each statem ent. Gradingsystem
a There are five written assignments. „ F „ ——— °/o M id-term exam
b Some assignments can behanded in % Final exam
late. ...... % W ritte n assignments
c There are two exams. .... % Oral report
d Students have to do a 20-minute oral % Preparedness/participation
report.
e There are 25 classes. ___ Grades
f It is possible for all students to get
an A.
B ______
2 I © Listen again and com plete c ----------
th e fo rm . D ----------
F ______
3 «© N o w answer these questions. Then listen once m ore and check.

a How many per cent of the final grade does each written report represent?
b How are the exams organized? _____________ ____ ____ ________

c What is the format of the oral report? _______ ____ _____......... _____........
d What is the attendance requirement?........................................ _____........... .......
69
( U M 5 1 5 6 ,1 he,P me 9et a good job
E Listening - A tour of the library

1 # © R obert A rm strong is a librarian at a university
library. Listen as he shows a group o f new students
around th e library. Find th ree mistakes in the
inform ation below.
Library opening times:

(during term) Mon - Fri 9 am - 7 pm
Sat 9 am - 5.30 pm
Sun Closed
(at other times) Mon - Pri 10 am - 1 pm
Sat 10 am - 1 pm
Sun Closed
No admittance 50 mins before closing
2 f © N o w listen and note w h a t you can find in each of

these sections o f the library.
a Reading Room articles ajniL jowmats...........................................
b North Wing ..............................................................................
c Green Room .......... ........................................................ ...........
d South Wing ..................................................................... ........
3 ¥ © Answ er these questions. Then listen again and

check.
a Which locations contain material for reference only?
Did you know ...?

b What must you have to use the online catalogue?
Cambridge University Library is one of the
c What can't you find using the online catalogue? biggest in the world. It contains over eight
million books, and every year a further
120,000 books and 150,000 periodicals are
4 I © Listen to the final extract o f Robert's introductory added to the collection. There are
tour, and com plete th e chart. over 100 miles (160 km) of shelves!
Borrowing rights
1st year students ... N/a,
2nd year students ......... Learning tip
3rd year students ......... Some people naturally speak more quickly
than others. When someone speaks
Academics ......... quickly, don’t panic, listen closely for key
Research students ......... words, and check your understanding by
asking for clarification.
70 Work and Study

It'll help me get a good job QJJljj]01115
Listening - Asking about Sound smart;

services Intonation in questions
1 Think o f som e questions you m ig h t like to ask 1 Listen to these questions. Does the speaker's
w hen joining a library. voice go up or down at the end of each one?
a Is it OK to borrow these five books?
b How long can I have them for?
2 ( L © Listen and co m plete each question. Tick /
c Do you know how I can get to North Wing 4?
th e questions you th o u g h t of.
d What time does the library close?
a How exactly do I go about searching for book ? Q
b How do I know once 1have its 2 Complete the rules using the phrases below.
location? H begin Wh- have a Yes/No answer
c Can I on my laptop? E~i Questions th a t_______ usually have rising
d Can I intonation.
e What if the library doesn't __________ ________ ? □ Questions th a t ____ usually have falling
f What's the charge for __________ ____ ? ! intonation.
g Do staff every evening?
h Can I get any help on 3 * #6i) Look again at the questions (a—h) in
______ ________ ? □
Section F, Exercise 2. Predict the intonation, then
3 I <teD Listen to R o bert answer each question. M atch listen and check.
each question (a-h) to an answ er (1 -8 ). 4 ffis i) Listen and repeat each question. Try to
1 C 2 3 4 copy the same intonation.
5 6 7 8
4 •> #H) N o w look at th e statem ents below . W rite

T (true) or F (false) fo r each s ta te m e n t, then listen
again and check your answers. E bra practice
a You can access the Internet at various locations. Go to the website of a library you know, or try one
b InterLibrary loans vary in cost depending on your status. .... of the links below. Take a Library Tour! Listen to the
c You don't need to pay for the Research Skills programme. .... audio guide and watch any videos of the services
d You have to complete a Request form if you want to make each library offers.
copies. http://www.ncl.ac.uk/library/podcasts/
e You will need lots of time to get used to the system. ___ http://www.library.sunderland.ac.uk/podcasts
f The place to ask for help is called Library Enquiries. ...... http://www.library.jhu.edu/podcasts/index.html,
g The system of fines for overdue books is quite flexible. ..... http://www.wku.edu/library/libtour/
h Books should never be left on the desks. ......
m i nil umi i y unmi m o o n ot

Can-do checklist;
f
Tick what you can do. Can do ^ Need more practice "l
1can talk about my study plans in detail.
1can ask for opinions and recommendations.
1can understand detailed course requirements.
1can ask about and understand a library's services and procedures. M j
71
Look at the interview tips. Write Do or Don't
%
Top interview tips
next to each one. a p p e a r interested only in the salary and benefits.
Now tick / the three Do's and two Don'ts a p p e a r over-confident or superior.
that you think are the most important. arrive punctually.
criticize your current em ployer or colleagues.
dress smartly.
___ look a t the wall or floor when you talk.
mumble or fail to finish sentences.
research the com pany beforehand.
show enthusiasm.
tailor your CV to fit the job
Did you know ...?

The first 30 seconds can make or break an interview.
Make a good impression by dressing professionally
and giving a firm handshake. Look the
interviewer straight in the eye, and smile!
Listening - Getting o ff to a
good sta rt 2 | #65) N o w listen as she discusses w h a t to say in
an interview . C o m p lete th e notes.
- Do not talk about .y o u r .p e r s o n a l.
- Talk about any relevant..............................
- Mention any that relate to the job.
- Mention any skills o r ____.............. you have.
- Explain what yo u ..............................to the organization.
3 I © Listen to th re e candidates in an in terview

answer the question Can you te ll m e a little
a b o u t y o u rs e lf? Look at the notes above and
tick / w ho you think gives th e best response.
Juan □ Mark EH Amelia EH
4 I #6?) Listen again and n o te th e good and bad

points to each person's response.
Juan good: talks about ^uaitflcations and experience
1 I fJS) M aria Kelsey is a careers counsellor and bad:............ „_________
e x p e rt in terview coach. Listen as she gives Mark good:_____________ ____ __________________
some advice on giving an effective interview . bad:
H o w many points in th e Top in te r v ie w tip s Amelia good:.....................................
does she re fe r to? bad:____________
72 Work and Study

I work well under pressure [UjQQfjQi©
Speaking - Beginning an interview

Speaking strategy: Talking about yourself Speak up!
1 Look at these expressions you can use to talk 3 Prepare a o n e-m in u te answ er to th e question
a b o u t yourself and your experien ce in a jo b Can y o u te ll m e a lit t le a b o u t y o u rs e lf? M ake
interview . notes.
a As you can see from my CV ...
b I graduated in [subject] from [institution]
c I've got a lot of experience in ...
d I think I'm good a t ...
e I'd really like the opportunity to ...
2 * © Listen again to Juan, M a rk and A m elia.

M atch each person w ith the expressions th e y
use. 4 N o w im agine you are at an in terv ie w and give
you r answ er to th e question. If possible, record
Juan ___
w h a t you say and listen to yourself afterw ard s.
Mark
Can you id en tify any areas you could im prove
Am elia......
on, e.g . gram m ar, pronunciation, etc.?
Learning tip
If the interviewer asks Can you tell m e about
yourself? or Could you talk m e through your C. V. ?,
then talk about your qualifications, skills and abilities
and use the opportunity to explain any gaps in
your CV. Play to your strengths and try to direct the
interview by mentioning the things you want the
interviewer to ask about in more detail.
Focus o n ...
personal qualities and skills
I Match an expression in A with a similar expression in B.
B
I work well under pressure. a get along well with everyone,
I always meet deadlines. b like to think of ways round problems,
I am a good people person. ■c keep a clear head and never get irritable,
I am an excellent communicator. d make sure I finish reports on time,
I am an effective troubleshooter. e am very good at putting opinions across.
Write P (positive) or N (negative) next to each personality adjective.

independent 0 well-organized □
opinionated □ boastful □
strong-minded □ domineering □
tactful □ creative □
vain □ determined □
3 Choose expressions from Exercise l and adjectives from Exercise 2 that best describe your
personality. Now make a list of your strengths and practise talking about them.
73
QJjOOBljlIC I work well under pressure
Listening - Knowing what Sound smarb

employers want Sounding confident
1 I © I Listen to M aria Kelsey ta lk a b o u t th e skills A confident speaker ...
em ployers look for. N u m b e r each skill area - speaks clearly.
(a -e ) in th e o rd e r she talks a b o u t it (1 -5 ). - doesn't speak too fast.
- pauses where appropriate.
a Research skills EH
- has good pronunciation.
b Interpersonal skills ED
- has a natural stress and rhythm.
c Problem solving skills EH
- doesn't mumble.
d Leadership skills EH
- doesn't hesitate.
e Organizational skills EH
1 « © Listen to three people each answer a different
2 # © Listen to five questions th a t em ployers question. Tick / who you think sounds the most
som etim es ask and m atch each question (1 -5 ) confident.
w ith a skill (a -e ) th a t it aims to uncover. Speaker 1 EH Speaker 2 EH Speaker 3 EH
1 2 ...... 3 ...... 4 5 2 f © Look at the recording script on page 97. Listen
again to the most confident speaker. Repeat as closely
3 # © Raj is having a jo b interview . Listen to him
as you can.
answ er each question. Tick / you r impression
o f each answ er he gives. 3 Read the three questions the interviewer asks and
practise answering each question. Prepare your
Good OK Poor answer first, then try to sound as confident as you can.
/ If possible, record yourself and then listen to yourself.
„ _ >
2
3
4
5 Learning tip
If a question is confusing, ask for clarification by
4 ♦ © Listen again to each o f Raj's answers and saying I ’m sorry I don't quite g et your drift or What do
n o te th e reasons fo r your impression. you m ean exactly? Don't be afraid to pause for a short
1 while if you need time to think.
3 Did you know ...?

It is polite to maintain good eye contact with the
4
interviewer. It shows you are confident and
helps to make a good impression.
5
74 Work and Study

I work well under pressure MoflfJQI©
Listening - Dealing with difficult questions

1 I ® Listen and match each speaker w ith th e question th e y are
answering.
Learning tip
Speaker 1 What do you think is your greatest weakness? If an interviewer asks about
Speaker 2 Tell me about a time you failed badly at something. a weakness or failure, be
Speaker 3 If you like your current job, why do you want to leave? positive and focus on what you
learned from the experience.
2 •» *zD Look at these th re e strategies fo r dealing w ith difficult Say how you would do things
questions. Then listen again and match each speaker (1 -3 ) w ith differently next time and don't be
th e stra te g y (a-c) th a t th e y are using. intimidated. Don't try to cover up
a Show a desire to keep learning and developing, mistakes. Always tell the truth!
b Talk about a weakness that is actually a strength,
c Show that you have strategies to deal with the weakness.
3 Each speaker answers th e ir question w ell. H o w w ould you

answer each question?
Class bonus
1 Prepare to role play a job interview. Decide with
your partner what the job is and who will be the
interviewer/candidate.
Interviewer: Make a list of questions to ask. You can
use the questions in this unit to help you.
Candidate: Prepare for the interview. Anticipate what
questions you may be asked and practise your
answers. Use the guidance in this unit to help you.
2 Now role play the interview. When you finish, swap
roles.
E bra pracbice
Role play an interview with a friend and record your
interview. Then replay the interview and see how
well you did. What are your interview strengths and
weaknesses? How can you improve your performance?
yyyyyyyyyyyyyyyy
Can-do checklist;
1can talk about myself and my strengths.
1can sound confident and make a good impression.
1can deal with difficult questions.

J
75
K sm vn m m it
Section 1 Section 2
1 **D Listen and reply to each sta te m e n t you hear. I ® Read each situation. Then listen and tick S
(^irclg)your answer. th e best reply.
1 1 A client complains their order hasn't arrived yet. What do
a I'll show you what I mean, you say?
b I do apologize for the mix up. a □ b □ c□
c You could try replacing the cartridge.
2 A colleague's computer doesn't work and you want to
2 suggest a solution. What do you say?
a I don't quite see it like that, a □ b □ c□
b I'm very sorry for the delay, 3 A client asks to speak to your colleague. What do you
c I think we have a bad connection. say?
3 a □ b □ c□
a Is that correct? 4 Sales figures are falling badly. What do you say to your
b I completely agree, boss?
c Yes, that's right. a □ b □ c□
4 5 You are staying in a hotel and phone reception to ask for

a Can I leave a message? a late check out. What do you say?
b Do you know when she'll be back? a □ b □ c□
c I'm sorry, she's out of the office right now. 6 You are listening to a lecture and want the speaker to say
more about a certain point. What do you say?
5
a □ b □ c□
a No, I'm not. That's fine,
b Yes, that's fine, 7 You want to disagree with someone without causing
c That's not really what I meant. offence. What do you say?
a □ b □ c□
6
8 You ask a customer to be patient. What do you say?
a Yes, let's.
a □ b □ c □
b I'll get onto it immediately,
c What exactly are you getting at? 9 You can't hear the person on the phone because a train
is passing. What do you say?
7 a □ b □ c □
a I have no problem with that,
10 You are speaking when someone tries to interrupt. What
b I'm not sure you've got that right,
do you say?
c Yes, to show you what I mean...
a □ b □ c □
8
a Yes, of course,
b Right, let's finish there then,
c I'll see what I can do.
9
a I'll put you on hold,
b How are you getting on with that?
c I can come back later.
10
a You could try asking for help,
b I'm not sure I agree,
c That's the way I feel, too.
76 Work and Study

Section 3 Section 4
Read each situation a n d (^ rd e )y o u r answer. Read each s ta te m e n t and w rite your reply.
1 Which of the following is not a good way to ask for help 1 Tell me a little about the company you work for, please.
from a colleague?
a I could really do with some help to finish this report,
2 Your hotel room has a shower but you want a room with
b Help me finish this report,
a bath. You call reception.
c It would help a lot if you could give me a hand.
2 You want to ask for someone's recommendation. Which
expression should you use? 3 What do you think of that suggestion?
a Do you think it's worth ...ing?
b I'll get onto it immediately, 4 You want to remove a stain from your jacket and go into
c Could you tell me about that? a shop. What do you say to the assistant?
3 Which of these expressions should you use to tell a
caller someone is unavailable?
5 What are your strengths?
a I'll put you on hold for a moment,
b I'm sorry she's on another call rightnow,
c Who can I say is calling? 6 You think the latest sales campaign was a complete
disaster. Be diplomatic.
4 When listening for the main idea, you should ...
a focus on individual words and phrases.
b try to take notes of everything, 7 You want to introduce the new marketing manager, Mr.
c ignore small details and think about the big picture. Stevens, to your colleagues John and Lizzie.
5 You want to promise a customer you will take action.
What do you say? 8 You need some help to move a large filing cabinet.
a I'll ask someone to call you.
b I'll sort it out right away,
c Please give me a moment. 9 Imagine you work in the Accounts department of a large
company. Describe your job.
6 When listening to someone, you should ...
a ask the speaker to repeat if you don't understand,
b aim to understand almost everything, 10 Your boss is on the phone but you need to interrupt to
c pretend if you haven't understood. ask an urgent question.
7 Which is the most polite way to express a disagreement?
a I think you're wrong.
b That's not right at all.
c I'm not sure I agree.
8 When taking notes, you should ...
a only use standard abbreviations,
b use any abbreviations you wish, including your own.
c only use abbreviations where necessary.
9 Which of these is not a good way to prepare for a
telephone conversation?
a Make a list of points to cover,
b Have a pen and paper handy,
c Start eating a sandwich.
10 If the person you want to speak to is not available, what
can you say?
a Do you want her to call back later?
b Can I take a message?
c Can you tell her I called?
77
Useful language
This Appendix contains a list of expressions which are useful After you complete each unit:
when carrying out the listening and speaking tasks in each 3 Look at the expressions and check that you understand. Try
unit. The expressions are divided into Things you can say and to think of different examples using the same key words.
Things you might hear depending on how they are practised in Find the key words and expressions in the audioscript to
the unit. All the expressions are recorded on the audio CD. see them in context.
4 Listen to the expressions, and notice the stress and rhythm
You can use this Appendix in the following ways.
of the speaker. You may want to mark sentence stress in
Before you begin each unit: a highlighter pen. Listen again and repeat each expression,
1 Look at the expressions and use your dictionary to check practising the stress and rhythm.
the meaning of any words you do not understand. 5 Listen again to the expressions and notice the
2 Look at the expressions, but try to work out the meaning of pronunciation of any difficult words. You may want to mark
any words you do not understand when you see or hear word stress in a highlighter pen. Listen once more and
them in the unit. This is more challenging, but it is a very repeat each word, practising the word stress.
useful skill to practise. 6 Cover a column, then listen to each expression and repeat
from memory. This helps to focus your listening.
Q D m &ai
Things you can say Things you might hear

I'm a friend of Tim's. What did you get up to at the weekend?
Great party, isn't it? How's work going?
Did you see the news last night? So, how are the family?
I'm going away on business next week. It's been hot today, hasn't it?
I'm free tonight. How long will you be away for?
What's your new place like? They aren't from here, are they?
How long have you worked there? We work together in the same department.
They say London is a really fun city. What a pity!
That's marvellous! How awful!
HDod0<3 2
I'm interested in the ... It's got all the latest software.
Can I have a closer look, please? The picture quality is amazing.
Can you explain w h a t... is? You can download video games, too.
Sorry, what does hotspot mean? There's 10% off everything.
What's the battery life like? All our computers are on sale this week.
I can check email as well, can't I? It's for people who want to spread the payments.
What is this keypad for? This one is pretty popular.
What does that button do? We have a special offer on at the moment.
If you give me a discount, then I'll buy two. I think we can work something out.
No thanks. I think I'll leave it. The manufacturer's warranty is a year.
I'll take the extended warranty option.
I'll pay in full now.
I'm not sure it's working properly.
The thing is, it keeps crashing all the time.
78
Useful language
0JJGD&G3
I'd like to book a check-up, please. We try to see everyone within two days.
I'm not registered at your practice. We can fit you in at 4 pm.
I'm here to have a blood test. You need to fill in this form.
I've had a splitting headache all morning. Just drop in anytime.
It's killing me. We do vaccinations as well.
I've had a high temperature for a while now. We have special clinics for diabetes sufferers.
1feel dizzy and nauseous. It's all in this leaflet.
1have stomach cramps and diarrhoea. You have a mild case of the flu.
1can't seem to switch off. 1think you're suffering from depression.
I'm very lethargic. Take a couple of tablets every four hours or so.
1feel weak and dizzy. That should get rid of it.
So 1need to take two spoonfuls, twice a day? See me in a month.
So you mean 1should finish the course?

There's something wrong with this printer. The car won't start. The battery might be flat.
The air conditioning keeps making a funny noise. It's not running properly.
Do you know what's wrong with it? What a drag!
The battery may be dead. You'd better call the garage quick.
You ought to call a plumber. It could be the cable.
It won't take five minutes. It may be the fuse.
The batteries might have run out. It might be the monitor, 1suppose.
It cost a fortune. It looks like the pump might need replacing.
You really should get this fixed. 1claimed on my household insurance.
mm
Can 1extend my stay if 1decide to study longer? You need to fill out form VAF1.
Sorry, what exactly does 'entry clearance' mean? Have you got all the supporting documents?
Can you explain what 'Schengen area' means? You should check you are eligible before you apply.
1need a job to support myself while I'm here. You need to send the documents by registered mail.
EM stands for European Economic Area.
You need to supply your birth certificate.
mm
That statue's very impressive. I'm not really into clubbing.
That's a fantastic view. That park is handy for joggers.
Is this place famous for anything? It's popular for walking dogs, too.
I'm starving. You should definitely go to Fisherman's Wharf.
Is it easy to get around? You mustn't miss Chinatown.
Where's the best place to go for a night out? You really ought to visit the museum here.
1like wandering around street markets. It's hardly ever hot enough to sunbathe.
It's well worth buying a weekly tourist ticket. The accommodation is quite reasonable.
79
/S\[°)[p®DQ(o]|fc1 Useful language
mm
I just need to check a few things. How can I help?
I wonder if you could provide ...? Let me just get my booking sheet.
Could you possibly provide ...? OK, fire away!
I'd be grateful if you could do this for me. All our rooms are accessible to wheelchair users.
I'd appreciate it if you could help me. These rooms can manage a maximum of fifteen each.
If possible we'd like to have a late check-out. I'm sure we can do that for you.
I need something to put these posters up. I'll see what we can do.
Have you got anything for removing stains? How are you getting on with that?
Sorry, are you in the middle of something? I'll get someone to help you out.
I could really do with a hand to finish this.
QUddEK®
ihings you can say Things you might hear
I'm looking forward to working with you. Let me introduce you to the rest of the team.
I work for a large finance company. I'd like you to meet our marketing manager.
I'm in charge of professional development. We aim to grow our share of the market.
I'm responsible for hiring and firing. Last year our turnover was in excess of £250 million.
My main responsibility is to set targets. We pride ourselves on being at the forefront of technology.
My job involves taking tough decisions. Our overriding objective is to deliver quality products.
I manage a group often people. The CEO is in charge of three divisions.
I'm interested in research and development. The President has control of four divisions.
I'm mainly concerned with quality control.
QDDD&G9

I need it urgently. Paul speaking. How may I help you?
How can we sort this out? I'm very sorry for the delay.
Can you post the order special delivery? I do apologize for the mix up.
I think the air conditioning's on the blink again. Please give me a moment and I'll check.
I can't get this fax to go through. Could you bear with me a moment, please?
The computer keeps crashing. I'm afraid your order hasn't been processed yet.
Have you any idea what this symbol means? I'm sorry but there's been an administrative error.
You could try pulling that lever. I'll get onto it immediately.
It might be worth changing supplier. I'll sort it out right away.
Have you tried asking a technician to look at it?
You'd like delivery on Friday, is that correct?
80
(UJodOGIO
m-' —• - ----------- •---------------rr7H----- —..... .......... ......... . i
Would it be possible to speak with Mr Jones, please? I'm afraid he's in meetings all morning.
Is Joanne there? She's out of the office at the moment.
Will he be available this afternoon? He should be available after lunch.
Do you know when she'll be back? She's on another call at the moment.
Please don't put me on hold. I'll put you through right away.
Can you ask him to call me? Sorry, the line's engaged.
Can you say I called? Would you like to leave a message?
Sorry, can you run that by me again? I'll make sure he gets the message.
I think we have a bad connection.
CLDdqOG1 1
Things you might hear

Let's get down to business, shall we? Perhaps we can get started.
I'm in favour of it. The purpose of this meeting is to ...
I agree to some extent. You can see from the agenda th a t...
I'm not very keen on the idea at all. How do you feel about that proposal?
I'm not completely opposed to it, b u t... Tony, what are your thoughts?
I see your point, b u t... Could you please let me finish?
I can see pros and cons each way. Perhaps we should consider closing the factory down?
I can't agree to that, I'm afraid. I have no problem with that.
Sorry, can I come in here? Does anyone have anything else to add?
I'd like to say something if I may. Shall we move on?
Would it be fair to say that was a mistake? I think we're drifting off the point.
(M G 1 2
Could you explain what you mean by ...? I'd like to begin by ...
What exactly are you getting at? By that, I mean ...
Can you go into a bit more detail on ...? So, now I've covered that I'll start with ...
Would you expand a little on ...? Basically, what I want to say is ...
The talk was abo ut... I suppose what I'm driving at is ...
The speaker began by ... The point I'm trying to make is ...
In other words, what I'm saying is ...
81
QJJDD&G13
I Things you can say Things you might hear
To put it another way ... You can see from this chart th a t...
In other words ... This graphs shows th a t...
In s h o rt... What we can see here is ...
To sum up, then ... As you can see from ...
To show you what I mean ... Let's take a closer look a t ...
I'd like to draw your attention to ... As you can see from this forecast, ...
You'll notice th a t...
I've told you a bo ut... so let's move on to ...
Now we've looked a t ... let me turn to ...
The thing to remember here is ...
The crucial point here is ...
Q M Q 14
I Things you can say I Things you might hear
Do you think you could say a bit more a bo ut...? I don't quite see it like that.
I'd like to hear more a b o u t... That's not quite how I see it.
Do you have any specific details a bo ut...? I'm not sure I agree.
Can you give an example o f ...? I think you might be mistaken on that point.
In other words, I'd like to know why ... I'm not sure you've got that right.
Basically, what I want to know is ... I don't think you've got that right.
I guess what I'm really asking is ... I think that's a good point.
I agree with some of what you've said ... Sorry, can I finish what I was saying?
That's not really what I meant. I don't really go along with that.
That's the way I feel, too.
So, what you're saying is ...
M B15
Next year I intend to study abroad. It just depends what you fancy.
I plan to go to the US. Each report will have equal weighting.
My main goal is to improve my English. We have wireless hotspots dotted around the place.
How exactly do I go about searching for a book? The fine for overdue books soon mounts up.
What's the charge for overdue books?
Can I access the Internet on my laptop?
(U M J1 6
I graduated in Hotel Management from ... You should try to play to your strengths.
I think I'm good at working in a team. Employers look for people who can relate on many levels.
I work well under pressure. You need to be a good people person.
I'm an effective trouble-shooter. They want people who can act on their own initiative.
I always meet deadlines. It shouldn't take you long to get up to speed.
82
— WHWWi
Sound sm art
Sound sm art gives additional guidance to help you develop your pronunciation
skills. You will find Sound sm art activities in most units of this book. This Appendix
contains a list of the pronunciation areas covered in Sound sm art at this level.
You can use this Appendix in the following ways:

1 Choose a pronunciation focus you want to practise. Go to the unit where the
Sound sm art section appears and practise again.
2 Find a pronunciation focus that you think is especially useful. Practise once more,
but this time record yourself and listen afterwards. Try to identify areas you can
improve.
3 Practise again, but this time listen to a different recording. Look in the audioscript
first to find a suitable recording.
Practise each pronunciation focus in Sound sm art several times. The more you
practise, the better your pronunciation will become.
List of pronunciation areas covered in Sound sm art
Indicating emotion
The schwa /a/
Using stress to correct misunderstandings
Exaggerating
Stress and rhythm
Detecting mood
Word stress
Linking /w / and /]/
Connected speech
Using stress to emphasize a contrast
Mentioning several points
Sounding polite
Unit 15 Intonation in questions
Unit 16 Sounding confident
83
Speaking strategies
Speaking strategies
Speaking strategies are useful techniques to help you communicate in a wide
variety of situations. You will find several Speaking strategies in each unit of this
book. This appendix contains a list of the Speaking strategies covered at this
level.
You can use this appendix in the following ways:

1 Choose a strategy you want to practise. Go to the unit where the strategy
appears and practise again.
2 Find a strategy that you think is especially useful. Practise once more, but this
time record yourself and listen afterwards. Try to identify areas you can improve.
If possible, practise with an English-speaking friend.
Practise each strategy several times. The more you practise, the easier it will be to
use the strategies when you need them in real life.
List of Speaking strategies covered
Unit 1 Asking follow-up questions Unit 10 Leaving a message

Using question tags Handling incoming calls effectively
Reply questions Unit 11 Controlling a meeting
Unit 2 Asking how to use something Being diplomatic
Negotiating Unit 12 Talking about a lecture
Describing a problem Asking for clarification
Unit 3 Checking you understand Unit 13 Describing charts and graphs
Unit 4 Speculating about causes Linking ideas
Giving strong advice Giving verbal cues
Explaining consequences U nit 14 Disagreeing politely
Unit 5 Asking for clarification Asking for more detail
Being concise and to the point Unit 15 Describing plans in detail
Unit 6 Describing features Asking for opinions and recommendations
Making strong recommendations Unit 16 Talking about yourself
Unit 7 Making polite requests
Explaining what you want
Asking for something and justifying reasons
Unit 8 Describing a company
Talking about your strengths
Describing your job
Unit 9 Dealing with complaints
Confirming information
Putting forward a solution
84
raiaremiHliBlH
- . ... ... .... N

Presentation evaluation
Excellent Satisfactory Weak
Organization
Were the aims dear? 6 5 4 3 2 1
Were the ideas clearly linked? 6 5 4 3 2 1
Was the summary effective? 6 5 4 3 2 1
Content
Were the facts and information accurate? 6 5 4 3 2 1
Was the content relevant to the topic? 6 5 4 3 2 1
Did the talk hold the audience's attention? 6 5 4 3 2 1
Did the speaker deal with questions effectively? 6 5 4 3 2 1
Language
Was the speaker's language accurate? 6 5 4 3 2 1
Did the speaker use a wide range of vocabulary? 6 5 4 3 2 1
Did the speaker use signposts effectively? 6 5 4 3 2 1
Delivery
Was the speaker's voice clear and easy to understand? 6 5 4 3 2 1
Was the speed and volume appropriate? 6 5 4 3 2 1
Did the speaker emphasize important points well? 6 5 4 3 2 1
Body language
Did the speaker use gestures where appropriate? 6 5 4 3 2 1
Did the speaker maintain good eye contact? 6 5 4 3 2 1
Did the speaker appear relaxed and in control? 6 5 4 3 2 1
Visual aids
Were any visual aids clear and well presented? 6 5 4 3 2 1
Did the speaker exploit the visual aids fully? 6 5 4 3 2 1
What is you overall impression of the talk? 6 5 4 3 2 1

Good points:
Weak points:
Suggestions for improvement:
................ ... ... . ... . . .....
My performance
Group's grades Group's comments
Organization
Content
Language
Delivery
Body language
Visual aids
Overall impression
My strengths: ______ ___________________________________________

My weaknesses: _________ ______________________________ ______ _
Group's suggestions for improvement:_________________________ ____
85
Audioscript
These recordings are mostly in standard British Kerri: Yeah, it's really good.
English. Where a speaker has a different accent, Nick: Sorry for asking b u t... is that an Irish * g j$
accent? a
it is noted in brackets.
Kerri: Yes, I come from Dublin originally. A: Henry. Will you please hurry up? It's nearly
Nick: Do you? That's great. They say it's a half past eight.
® CD1 Social and Travel really fun city. B: Sorry. I can't find the car keys.
Kerri: Yes, it is. Have you ever been to Dublin? A: Oh, that's marvellous. Now I'm going to be
Nick: No, but I've always wanted to go. It's not late for my job interview.
(M G 1
expensive, is it? b
f C D (d and e = American) Kerri: Well, prices have been going up ... A: Is there anything on TV tonight?
a What did you get up to at the weekend? B: Not really. Just a black and white film, and I
b How’s work going? think we've seen it.
$ C D (b and f = Japanese, c, d, e and h =
c Did you see the news last night? A: How exciting. I don't know why we bother
American)
d It's been hot today, hasn't it? having a television.
a I have two children,
e So, how are the family? c
b I work in London.
f Wow! I like your jacket. A: I'm full. I don’t want dessert, thanks.
c I'm going away on business next week,
d I'm really tired at the moment, B: Oh, what a pity. I'll have to eat this
$ C D (5 = American) chocolate cake all by myself.
e I saw a great movie last night,
1 Yeah, terrible, wasn't it? I can't believe all
f I really love cooking,
the damage that hurricane caused.
g Ifs my wedding anniversary next weekend, I ©
2 They're all fine, thanks. Julie, that's my a Guess what? I've passed all my exams.
h I bought a new computer last month.
youngest, has just started primary school. That's great,
3 Nothing much. I wanted to play tennis on b There's nothing to do and nothing on TV
* ©
Sunday, but the weather wasn't any good. either.
a Nick: Great party, isn't it?
4 Thanks! I bought it last Saturday. It was in That's great.
Kerri: Yeah, ifs really good.
the sale.
5 Yeah. Great weather for being outside. b Kerri: Have you ever been to Dublin?
Shame I had to work all day! Nick: No, but I've always wanted to go. Ifs * <3D
not expensive, is it? a, b That's really interesting,
6 It's going well, thanks. I got promoted last
c, d How marvellous,
month, actually.
e, f That's exciting,
*#D
g, h What a good idea.
CCS a A 1bought a new car last month.
A B Did you? What model did you go for?
Tim: Hi, I'm Tim. b A 1don't like classical music at all.
QDqo& K 2
Kerri: Hi, I'm Kerri. I'm a friend of Michael's. B Don't you? 1love it.
Tim: Right... Great party. c A I've got terrible backache. I C D (b = American; d = South African)
Kerri: Yes, it is. B Have you? Oh dear. a Customer: So it's got maps of the whole
Tim: I like the music. of Europe?
Kerri: Me too. * & (a, c and g = American) Assistant: That's right. You can plan your
Tim: I'm in a band, actually. a It's my birthday today. route to wherever you want to go. It's
Kerri: Oh, really? b My car broke down last night, touch screen, too, so it's very easy to use.
Tim: Yes, we're quite good. Rock and roll. c I won't be here tomorrow, b Customer: It's quite light, isn't it?
Kerri: Hmm, really? d I'm not feeling very well at the moment, Assistant: Yeah. It's very portable. Perfect
Tim: Yes, we play in pubs and places. I'm free e John's passed his driving test, you know, for carrying around with you on vacation.
tonight, though. There was a cancellation. f Jane's going on holiday next week, You can record up to three hours of video
Kerri: I see. Oh, I think I see a friend over g This computer doesn't work properly, onto the hard disk, with audio, and take
there. Nice talking to you, Tim. h I didn't like that film very much. still pictures too, of course.
Tim: Oh, right. Er yeah. Cheers, then. Customer: That sounds great,
B * © c Assistant: This one has a 50-inch screen.
Nick: Hi, I'm Nick. a Emma: Oh no. It's raining! The picture quality is amazing, especially if
Kerri: Hi, I'm Kerri. I'm a friend of Michael's. Tony: Great. I was going to play golf this you're watching in high definition.
Nick: Me too. So, how do you know Michael? afternoon. Customer: Yeah, I love watching movies so
Kerri: We work in the same department. this will be great I just hope it will fit in my
b Julie: It said on the news that property
Tim: Oh, I see. How long have you worked living room!
prices are going to fall.
there? d Customer: It's wireless, isn't it?
Frank: Really? That's great. I've just bought
Kerri: Nearly a year. Assistant: Sure, and ifs very light. It has an
a new flat.
Tim: Great. Are you enjoying it? 80 gigabyte hard disk, and a 3 gigahertz
Kerri: It's OK. Every day's different, you know. Intel processor, which is really fast. The
Nick: Sounds good. Great party, isn't it? screen's big, too ... 17 inches, and ifs got
all the latest software of course.
86
Audioscript
Customer: Wow. That's pretty cool. Karen: I've only had this a few months but
e Assistant: It can do 24 pages a minute in I© I don't understand why it keeps crashing
black and white, and it's a fax, so you I often use my phone to surf the Internet. all the time when I'm on the Internet, and
can send documents too, if you like. sometimes when I make a call I can't hear
Customer: Great. And can I make copies I© anything. I'd like a refund please.
as well, yeah? a Can I take a closer look?
b Here's a picture of me and my friend, C?*Did you no tice?
Assistant: Yeah. Just lift this lid and put what
c The assistant said there's a sale on today. Henri says Can I to exchange it, please? A
you want to copy in here.
native speaker would say Can I exchange it,
please?
I <05 (Paola = Italian) ¥ © ) (The assistant = Australian)
Assistant: Can I help you? - Can I help you?
Paola: Yes, please. I'm looking for a smart a
phone, but erm, I don't know much about - Right, well this one is pretty popular, QH00&33
them. b
£ #JD (a = American; d = Spanish)
Assistant: Right, well with a smart phone you - Sure. Here you are.
a I've had a really splitting headache all
can install software and use it, you know, for c
morning. It's more like a migraine. Do you
your appointments, as an address book for - That switches it on.
have anything for it? It's killing me. What are
your contacts, that kind of thing... you can d
those, on the shelf behind you ...?
take notes and write documents, and link it to - That's for typing messages, like emails and
b I'd like to make an appointment, please,
your computer and transfer files. notes.
for as soon as possible. I've had a high
Paola: I see. I'm interested in this one. Is it a e
temperature for a few days now, and I feel
good one? - It switches on the wireless internet
dizzy and nauseous. I need to see a doctor,
Assistant: This one? Yes, it's pretty popular. It's connection.
c A friend recommended you. I'd like to book
got all the features you'd expect... a nice a check-up, please, and maybe have a
screen, a word processor, wireless internet... I #20) (James and the assistant = American)
polish, too. I'm not registered here, so what
Paola: Can you tell me what wireless internet James: I'd like this DVD recorder, please.
do I need to do?
is? Assistant: Sure. Er, we have a special offer on
d Can you please to tell me* which ward
Assistant: Well, it means you can connect this at the moment... pay $50 now and then
Ricardo Suarez is on? He's my father. He
to the Internet without have to plug into a just 20 a month for 12 months.
was brought in earlier this morning, feeling
computer. James: That makes it, what... $290? It only
breathless with a pain in his chest.
Paola: Right. So I can check my email, can I? costs 230. That's $60 more.
Assistant: Yeah, you can read and send email, Assistant: Yes, but it's for people who want to C?*Did you no tice?
and surf the Internet too, as long as you're spread the payments, you know. The speaker here says Can you please to tell
near a hotspot of course. James: No thanks. I'll pay in full now. me ... ? A native speaker would say Can you
Paola: Sorry, what does, erm, 'hotspot' mean? Assistant: Fine. By the way, the manufacturer's please tell me ... ?
Assistant: That means an area where you can warranty is a year, but for an extra 49.99 you
connect to the Internet. can have our three-year instant replacement MU)
Paola: Hmm. It's got a camera, hasn't it? guarantee. That means if anything goes 1 I think he's in Mill, that's the Minor Injuries
Could you tell me about that? wrong, just bring it in and we'll exchange it for Unit. It's on the fourth floor.
Assistant: Yeah, it's really good. Five an equivalent model, no problem. 2 These? They're new. They're quite effective.
megapixels. You can take photos or video. James: Hmm. No thanks. Oh, I nearly forgot. I Let me see ... you can take two tablets
Paola: And it's got, er, a touch screen. I'd like don't want to carry this around all day ... Do now and another couple in four hours or so.
to know more about that, please. you deliver? That should get rid of i t ... They're £4.50.
Assistant: Sure. You just press the feature Assistant: Yes, our standard delivery charge 3 You'll have to come for a new patient
on the screen you want to use, like this ... is $40. check-up before you can be treated. We'll
messages, or whatever... and there you go. James: Oh, I see. Er, well ... if you give me take an X-ray and check your teeth to see
Paola: I see. That's clever. free delivery, then I'll take the extended what work needs to be done.
Assistant: You can download video games, warranty option. How's that? 4 Right, well we can fit you in at four o'clock
and it's got an MP3 player for your favourite Assistant: Hmm. OK. I think we can work this afternoon with Dr Wilson. Is that any
songs. You can even watch TV. something out here. good?
Paola: Wow!
Assistant: Yeah. It's very easy to use. I © ) (Henri = French; Karen = American) I , © (Beata = German)
Paola: Oh, I nearly forgot. What's the battery Jane: Hello, I got this for my birthday a couple Beata: Hello, I'd like to register as a patient,
life like? of months ago but the thing is I never really please? I'm a student from Germany.
Assistant: Not so great, but it comes with two listen to music. I wonder if I can change it for Receptionist: Right, well first you need to fill in
batteries. something else? I haven't even opened it. this registration form. Do you live locally?
Paola: What happens if I press this button here? Henri: This was a present but the problem is Beata: Yes. Just round the corner.
Assistant: Er, nothing. You've got to turn it on I already have this one. Can I to exchange Receptionist: That's all right, then. As you're
first! it* please, for a different game? I haven't not a British citizen we need to see your
played it. passport, and proof you are working or
I © Pete: Yes, I got this last week but I'm not sure studying here, so a letter from your school.
connect picture computer it's working properly. The problem seems to Beata: OK.
be mechanical - the paper gets stuck all the
I © time. I can't use the fax function, either.
camera popular feature address
appointment
87
Receptionist: Once we've looked at your A: Oh dear. What a drag. Do you know what's
documents and you've filled in your # * 28) (Beata = German) wrong with it?
registration form, we give you what's called Beata: I feel nauseous all the time. I’ve been B: No. I have no idea. When I turn the key
a database card. You can fill this in at home, sick a few times and I have stomach cramps nothing happens.
with your health details, and details of your and diarrhoea. I feel absolutely awful. I don't A: The battery may be dead.
family's medical history. know what's wrong with me. B: Hmm. That must be it. I suppose I'll have to
Beata: Oh yes. call the garage.
Receptionist: Then you can come in for a Well I *29) (Beata = German) A: You'd better call them quick. It's getting late.
Person Check, which is a basic health check Doctor: Right, well I think you've got food B: Oh no. It's nearly six o'clock.
to make sure you're in good shape. Does poisoning. A: Yeah, I know. They might not be open.
that sound OK? Beata: Oh, no. Really?
Doctor: Yes, I'm afraid so. But it's not too bad. b (A = American)
I'll give you a prescription for some tablets. A: There's something wrong with this printer.
♦ 4§D (Beata = German)
They're very good. Take two every four hours, B: Really? You've only had it two months.
Beata: Oh, and what do I do if I feel sick?
and it should sort itself out in a few days. A: I know, but it won't print anything.
Receptionist: Well, you can either drop in or
Beata: OK, so I need to take two tablets every B: It might have run out of paper, I suppose.
phone to make an appointment We try to
four hours. A: No. It can't be that. There's plenty of paper.
see everyone within two days. For blood
Doctor: Yes, and if you're not feeling better in a The problem is it just won't print.
tests, vaccinations and so on you can see the
week, come back and we'll try something else. B: It could be the cable. Is everything plugged
nurse. She's here Monday to Friday, from
Beata: OK. Thank you very much, doctor. in properly?
8 am to midday. If you are very ill, then we
A: Yes, I've checked.
do offer home visits, but you must call before
#«§o) B: The cartridge might have run out.
10.30 in the morning. And if you are sick
A: Oh yeah. That's a point. I'll have a look.
out of hours, then we have an emergency a This is a prescription for some medicine that
number you can call. Oh, and if you just should help sort it out. Take two tablets three c (A = Japanese)
want advice, you can phone and speak to times a day, before meals, A: Hey, what's all this washing doing here? It's
the nurse or a doctor between 11.30 and 12 b Well, I'm going to give you a prescription. soaking wet.
on weekdays. It's all in the leaflet. Erm, what Here you are. Take a couple of spoonfuls of B: I think the washing machine might be broken.
else? Oh, we have a Well Person Clinic on this after every meal, A: Oh no. What's the matter with it?
Wednesday and Friday afternoons, where you c Now, these are quite strong, so just take one B: It won't spin, and it's full of water. Look.
can get advice on diet, smoking, stress, and tablet in the morning and one at night, A: Oh right. It looks like the pump may need
blood pressure checks. We also have special d There's enough there for four weeks. Finish replacing.
clinics for asthma, diabetes sufferers, and the course and then come back and see B: Maybe. I think I'll take a look inside and find
a baby clinic for new mothers. Oh yes, and me if you're not better, out.
for repeat prescriptions we need 48 hours' e I'd say it's just a bad case of indigestion. I A: You ought to call a plumber.
notice. Like I say, it's all in the leaflet. won't prescribe anything. Just try to eat less B: No, no it's not necessary. It won't take five
Beata: OK. That's great. Thanks a lot. and avoid rich food. Oh, and drink plenty of minutes ...
water.
♦® ¥ *@s) (The speaker = Canadian)
Anne: I can't seem to switch off. I'm having # ® a Guess what? The dishwasher isn't working
trouble getting to sleep. I feel really tense A: So you have to take two tablets once a day? again.
and irritable. B: No, the doctor said take two tablets twice a b I don't know why, but my radio won't work.
Brian: It started a few days ago with a high day. I think it's broken.
temperature and now I feel weak and dizzy. A: Did you say your left ankle was swollen? c My printer won't print anything. Do you
I'm very lethargic and I'm shivering and B: No, it's my right ankle. know why?
sweating all the time. d I've just had a shower but it was freezing
f ® cold. I couldn't get any hot water at all.
* ® a So, your next appointment is on Friday at e There's no picture on the TV. Do you think
Anne five thirty? it's broken?
Well, I think you're suffering from depression. b Do you have to take two tablets before
I'm going to give you a prescription for some each meal, then? f *36) (The speaker = Canadian)
Nitropan tablets. They're anti-depressants. Flere c So it's two spoonfuls, twice a day? - Is there something wrong with your
you are. The tablets I'm giving you are 1000 mg. d Did you say you had a pain in your left arm? computer? It could be the cable. It might
They're quite strong, so just take one tablet in the e You're here to have a check-up, aren't you? not be plugged in.
morning and another at night. There's enough a
here for eight weeks, but come back and see me - Well, it may be a fuse. One of the fuses
in a month, so we can see how you're getting on. could have blown.
Brian b
CUD
I'm afraid you have a mild case of the flu. This - It might be the monitor, I suppose. It may
[sounds]
is a prescription for some medicine called not be switched on.
Cordosole 5 that should sort it out. I want you c
CUD
to take two tablets three times a day, before - Well, what about the keyboard and mouse?
a (B = Chinese)
meals. It should get better in a few days. OK? They're wireless, aren't they? The batteries
A: What's the matter? I thought you'd have left
might have run out.
by now.
d
B: It's the car. It won't start.
- Well, the hard disk might have broken, then.
e
88
They'd wrecked the place, and taken just Yuki: Hello. I'm a Japanese citizen and I'm
• #37) (a = French; d = Egyptian) about everything of any value. here as a tourist now but I'm thinking of
a The toilet doesn't flush properly. I think I'll d Oh, well a few years ago, I remember one studying here on a course. Can you tell me if
take a look.
day I saw this smoke coming from under I need a visa?
b The cooker doesn't work properly. Maybe I the front door of my neighbours’ house. Visa officer: Will your course be over six months?
should try to fix it.
There was an old couple living next door, Yuki: Yes. I'm thinking of a one-year course.
c This new DVD recorder might be broken, you see, and I thought they might have Visa officer: Then yes, you'll need a Student
you know. It won't record anything. Maybe set fire to something by mistake ... left the Visa.
I'll take it back to the shop, oven on, or whatever. I knocked but there Yuki: Oh, right. What do I need to do to get
d The air conditioning keeps to make a funny was no answer... a visa?
noise*. Do you think I should take a look?
Visa officer: Well, there's quite a few things
e I've been sick twice this morning. What do
» ® you need.* First, you need to fill out a form
you think I should do?
1 I called the police, of course. They came VAF1, and send it in to your local British
C?*Did you no tice? and told me to go through the house Embassy Visa section with your passport, two
The speaker here says ... keeps to make a and make a list of everything that was recent colour passport-sized photos and the
funny noise. A native speaker would say ... missing. None of it was ever recovered, but necessary supporting documents.
keeps making a funny noise. I claimed on my household insurance so Yuki: Sorry, what do you mean by 'supporting
it wasn't a complete disaster. It was very documents'?
# #38) (The speaker = American) shocking, though. Visa officer: A letter from the school or college
- My car isn't running properly again. I'm a bit 2 I called the police on my mobile phone to say what you'll be studying, how long the
worried about it. and waited for them to arrive. There wasn't course is, etc. We also need evidence you
a much they could do, of course. It was my can support yourself while you're in the UK,
- I know, it's just that last time the repair bill fault. I should have put my bags in the boot, so your last six months' bank statements.
was so expensive. out of sight. Yuki: I see. And can I work if I have a student
b 3 I tried to force open the front door but visa?
- I suppose you're right. Maybe I'll take a look couldn't. I called 999 and asked for the Visa officer: Part-time or holiday work is OK,
myself first. fire service. Luckily they arrived very quickly but you mustn't work over 20 hours a week.
c and smashed through the door. It turns out Yuki: OK. Oh, I nearly forget.* How much is it?
- Yes, I guess you're right. But the problem my neighbours weren't in, but their TV had Visa officer: A Student Visa is £85.
is, I have to be in London tomorrow for an somehow caught fire and all the downstairs Yuki: Hmm. How do I apply?
important meeting. was covered in black smoke. Visa officer: You can apply by post or in
d 4 I called my friend and asked her to come person. Just make sure you apply at least one
- That's a good idea. I'll drop the car off at the and collect me. We left my car where it was, month before you plan to start your studies,
garage on my way to the station. and the next day I phoned a garage to come but not more than three months.
e and collect it. It cost a fortune, though! Yuki: OK. Well, I think that's everything. Thanks
- OK. Good idea. Thanks. very much for your help.
Visa officer: You're welcome. Enjoy the rest of
your holiday in the UK.
I #39)
Yuki: Thanks. Bye.
a I've got really bad toothache, • #«)
b I'm tired of doing all this homework, Welcome to the UK Visa section. If your enquiry C?*Did you no tice?
c I think I eat too much fatty food, relates to somebody already in the UK, please The visa officer says There's quite a few
d Oh no. My computer's crashed again, press 1 now to contact the Immigration and things you need. This is a common native
e I had another argument with my boss Nationality Directorate of the Home Office. For speaker error. It should be There are quite a
yesterday. information about various categories of visa and few things you need
the visa application process, press 2. If you are
C?*Did you no tice?
I ® enquiring about an appeal, press 3. If you are
enquiring about a working permit, press 4. For all Yuki says I nearly forget. A native speaker
a Oh, the last emergency I had was last month.
other enquiries, or to ... would say I nearly forgot.
I'd been shopping and when I got back to
my car I found that someone had smashed
the back window and taken all my shopping • #43) #©
bags and my handbag ... you know, with all Please note you can visit our main website at You'll need entry clearance to come to the UK.
my credit cards and money! www.ukvisas.gov.uk for information on the visa a
b I remember driving back from a friend's application process. You can also download Entry clearance means official permission to
house late one night. It must have been application forms, and email your enquiry. enter the country, so a visa or entry clearance
around 2 am, and er, they live in the middle Alternatively, you can send a fax on 020 7008 certificate.
of nowhere, so I was driving along this lonely, 8359, or you can write to UK Visa section, If you need extra help you might want to contact
isolated road ... all on my own, and, anyway London SW1A 2AH. If you wish to speak to the IAS.
my car just stopped ... the engine wouldn't an operator, you can call us between 9.30 am b
work. I was stuck on a lonely road in the and 1.30 pm Monday to Friday, except public IAS stands for Immigration Advisory Service. It's
middle of the night! And I didn't have any holidays. To speak to an operator, press 1 now. an organization which helps people wishing to
breakdown cover or anything, move to the UK.
c An emergency? Oh, yes. That's easy. A # #44) (Yuki = Japanese)
couple of years ago I came back home Visa officer: Hello, UK Visa section. This is You can apply through your nearest UK Mission,
and found I'd been burgled. Someone had Martin speaking. How can I help you? c
smashed a window and climbed through. That's the local British embassy or consulate in
your country.
89
Audioscript
The UK isn't part of the Schengen area, - How long are you going to be studying here e That was a bad film, wasn't it?
d for? f I thought it was an interesting programme,
The Schengen area is a group of EU countries c g You look angry,
that don't have border or immigration controls. - Have you found a job already? h That statue's very big.
d
Are you from an EEA country?
- Have you got a Social Insurance Number? * ©
e
e a Is it easy to get to?
EEA stands for European Economic Area. It's
b How expensive is it, once you're there?
made up of the EU countries plus a few others,
c What's it like to get around?
all in Europe.
d What is there to do?
#© e Are there any good beaches?
♦ #46| (The speaker = American)
Sarah: So what do you think of the view? Not f What's the biggest attraction?
There are three main ways you can get
bad, eh? g What's the nightlife like?
permanent residency, or a green card. If you
Paul: Yeah, it's fantastic. You can see for miles. h Is it famous for anything in particular?
are coming to work in the US and you have a
Thanks for showing me round, Sarah. i Are there any places to visit nearby?
permanent job, then you can get an employer-
Sarah: No problem. Glad you're enjoying it! j When's the best time to go?
based green card. If you have family here who
are citizens or already have a green card, then Paul: What's that over there? That big building
with the lights outside? • ©
you can apply for a family-based green card.
Sarah: That's Ronelles. It's a good place to go 1 Well, the hotels aren't cheap, but if you don't
Finally, you can win a green card through the
if you want to go dancing. It doesn't close stay in the centre then you can get a good
Diversity Visa lottery programme. 50,000 green
until four. hotel at very reasonable rates, and you can
cards are given away every year to people from
Paul: Hmm. Well, I'm not really into clubbing. eat out quite cheaply if you know the right
countries with low rates of immigration to the US.
Sarah: Me neither. Anyway, on the left is places to go. The food is fantastic by the way.
Crosswell Hill. I quite often go for a walk 2 The Golden Gate Bridge, for sure. You should
f®
there and read a book if the weather's nice. definitely walk across it. It's amazing!
There are several steps in applying for
Paul: Hmm. Crosswell Hill, eh? I guess it's 3 Er, the old-fashioned Victorian architecture,
an employer-based green card. Your US
handy for joggers? I guess, and the cable cars, of course. The
employer must complete Form ETA 750 and
Sarah: Yes, and it's popular for walking dogs. food is very varied and cosmopolitan, and
the Department of Labor must approve the
Paul: Well I might go jogging tomorrow morning. the views, too, I guess, over the bay area.
request. Then, the Department of State must
Hey, who's that, in the middle? It's huge! 4 Loads. There's the bay area, you mustn't
approve an Immigrant Visa Petition, which also
Sarah: People call him Old Keller. It's about miss that. There are lots of parks, great
has to be sent in by your employer. That's
100 feet high, I think. James Keller was an shopping at Union Square. You should
usually Form 1-140. After that, you will be given
important person here in the last century definitely go to Fisherman's Wharf, and the
an Immigrant Visa Number.
and when he died they built that. It's made sea lions at Pier 39 are well worth a visit.
of marble. You mustn't miss Chinatown, either. It’s
#@ the biggest outside China with some great
Paul: Right. And that's impressive,... on the
You need to supply your birth certificate, a copy markets. You have to stay there at least five
right, just over there.
of your passport, and two colour photographs. days if you want to see everything.
Sarah: Yeah, people call that the Typewriter,
We also need to take your fingerprints. You 5 Sure. There are three airports and they're all
because it looks like a typewriter. It was built
should also complete Form G325A with well connected. You can take the subway
after the Second World War. The names of
biographical information. We need a letter system or coach, bus, train. No problem.
all the men from the city who died in the
from your employer, and you have to have a 6 Yeah. You have to take a day trip to Alcatraz.
war are on it.
physical. You don't normally need an interview. It's quite expensive, but it's well worth
Paul: Why are we stopping?
Sarah: Because we're going in there for a bite visiting.
• #49) (The official = French) to eat. 7 Well, it's on the coast but it's not really that
1 Paul: What... Figo's? kind of city. It's hardly ever hot enough to
- So, when did you arrive in France? Sarah: Yeah. It’s famous for its sandwiches. sunbathe or go swimming.
a They're the best in town. 8 Anytime is good, but the warmest days are
- You have a tourist visa but you now want to Paul: Great. I'm starving! September and October. It's generally quite
work. Why is that? mild, so you'll need a coat whenever you go.
b 9 You should definitely walk, and take a cable
# ©
- If we grant you a work permit, it will only be car. It's the best way to see the city. Parking's
Sarah: Yeah. It's famous for its sandwiches.
for nine months. How long are you thinking a problem, and anyway you don’t really need
They're the best in town.
of staying here? a car. There are lots of ferries and buses, too.
Paul: Great. I'm starving!
c 10 Pretty good. It's not famous for it, though, so
- Have you found a job already? you really ought to check what kind of place
• ©
d you want to go to. There are a few good live
I'm starving! We're exhausted! It's fantastic!
- I see. And have you got all the necessary music bars, I guess.
It's huge! How terrible! That's fascinating!
supporting documentation?
I’m furious! I was terrified!
e # # 56)
2 (The official = Canadian) There are three airports and they're all well
* ©
- You're a student here. What are you studying? connected.
a Are you hungry?
a It's generally quite mild, so you'll need a coat
b Are you tired?
- Why do you want to work? whenever you go.
c That meal was good, wasn't it?
b
d The kitchen is a bit small.
90
Audioscript
»© CD2 Work and Study Mark: OK. I'll organize that for you.
Client: Thank you. Now, what's the best price
a The beaches are good but they're very you can do all that for?
crowded. m m
b Where's the best place to go for a night out?
f © I ©
c How much is a single room for three nights? Mark: Hello, The Moller Centre. Mark a (A = Japanese, B = Chinese)
d It's a good place to go if you like wandering speaking. How can I help you? A: I don't know what it's called, but you use it
round street markets. Client: Hello, Mark. It's Natasha Peters here to clean your teeth.
from ARG in London. B: A toothbrush? Yes, you can buy one at
Mark: Oh hello, Natasha. How are you? reception,
Client: Oh, I'm fine, thanks. Busy as always. b (A = Spanish, B = Chinese)
1© We've got our annual sales conference coming A: I need something to put these posters on a
Section l up again and I just need to check a few things. display board.
1 Why are you returning the sweater? Mark: OK, well let me just get my booking B: Sure. Here are some drawing pins,
2 Hey, I like your shoes. sheet and ... OK, fire away! Dates first, yes?
Client: Yes. It'll be from the 5th to the 9th of c (A = Japanese, B = Chinese)
3 Oh no. It's raining!
July, inclusive. A: Have you got anything for cleaning marks
4 My car's making a funny noise.
Mark: So that's five nights. Yes, we can do that. off clothes?
5 I come from Scotland originally, you know.
Client: Great. There'll be 34 this time. That's 19 B: Yes, of course. I'll get you some stain remover.
6 Are you tired?
7 The thing is, I'm not sure you're eligible. men and 15 women, plus myself as organizer
8 Oh no. My computer's crashed. of course ... oh and two senior HR people ♦©
9 I don't like travelling by plane at all. as well. Hello. Can I help you?
10 Can you recommend a good hotel? Mark: OK ... got that. All in single rooms? a
Client: Yes ... er no. Actually, Sally and James No problem. You can use this hole punch.
f © just got married, so I guess they'd want a Hello. Can I help you?
Section 2 double. And I'd be grateful if you could give b
1 me a double room too please, if possible. Yes, here's a recharger. Just bring it back when
a If you give me free delivery, I'll take the Mark: I'm sure we can do that for you. A bit of you've finished, will you?
extended warranty, extra space is always welcome, isn't it? The HR Hello. Can I help you?
b Yes, I'd like free delivery, thanks, people might prefer a double each as well. c
c Give me free delivery first Client: Oh, yes. Good idea. And one delegate Sure. Here are some scissors. Watch out!
2 is in a wheelchair, Mr Jackson. He'll need a They're quite sharp.
a It might not be broken, room on the ground floor.
Hello. Can I help you?
b It can't be the fuse, Mark: Fine. You remember most of our
d
c The battery may be dead. standard single rooms have showers rather
You mean a calculator. You can borrow mine.
3 than baths?
Here you are.
a It’s famous for a kind of chocolate cake, Client: Yes, but I'd appreciate it if you could give
b The problem seems to be in the centre, us as many rooms with baths as you can.
Mark: OK. I'll see what we can do. What about I © (Viktor = Russian)
c Yes, it's great, isn't it?
training rooms? Peter: Oh, sorry Viktor. Are you in the middle
4
Client: This year we need one large training of something?
a Is it? That's great,
room for us all and then three smaller rooms Viktor: No, that's OK, Peter. Come in.
b You'd better call a plumber,
each holding around a dozen people. Is that Peter: It's the London project. I could really do
c What a terrible thing to say!
possible? with a hand.
5
Mark: Hmm ... let me see for those dates ... Viktor: Really? I thought you were on top of
a Yes, I'm interested in that,
Yes, I can give you the Shelley Room in the everything.
b You'd better not do that,
Study Centre, that seats fifty so you'll all be Peter: Only just. It's a lot more work than I
c Sorry. What's a Statutory Waiver Form?
fine in there, and Meeting Rooms C, E and F. thought when I took it on.
6
They can manage a maximum of fifteen each. Viktor: Hmm.
a I don't understand why it's stopped working,
Client: That sounds perfect. Peter: If I had some help, I would be able to
b Could you tell me about this model?
Mark: It's full-board again, I assume, so finish on time.
c It's stopped working, hasn't it?
breakfast, lunch and dinner each day? Viktor: Well, I don't think we can spare
7
Client: Yes, that's right. Can we have the anyone. Everyone's busy on other projects.
a You should definitely get to know the area,
refreshment breaks at 10.30 and 3.30, please? Peter: I'm in danger of falling behind. I may
b The thing is, I don’t really know the area,
Mark: OK, I'll make a note of that. not finish on time if I don't get any help.
c I'd like to know more about the area.
Client: We need computer data projectors and Viktor: When is the deadline?
8
screens in all the rooms of course. Peter: A week on Friday. It would help a lot if
a If you give me 10% off, I'll take two.
Mark: No problem. Each room has a someone could write up the report.
b I ought to take two.
whiteboard, flipchart, delegate pads and Viktor: Hmm. Well, OK. I'll see if I can get
c You have to give me a 10% discount.
pencils and water as standard. By the way, anyone to help you out for a couple of days.
9
we're all wireless now, so delegates will be Peter: That's great. Thanks a lot.
a Someone must have repaired it.
b You really should take it to a garage, able to use their laptops for email and so on
c You really should call an electrician. wherever they want, also at no extra charge. I©
10 Client: That's great. And if possible we'd like a - d OK, I'll do it for you now.
a It can't be a smart phone, to have a late check-out on the 10th. Two
b I'd like to know more about smart phones, o'clock, please.
c Is it OK if I have a smart phone?
91
Audiost
Tim: Hello Lisa. I'm Tim Starks, the Payroll B Is that the best you can do?
• 05 Manager. A I'm afraid so. Is there anything else?
1 Have you finished the report? Peter: Tim's responsible for making sure B No, that's all. Thank you.
2 Do you want a hand with that? everyone gets their salary at the end of the A Bye.
3 Let's do this together, shall we? month!
4 We need to finish it today. C?*Did you n o tice
Lisa: Ah, so he's a very important person, then!
5 I'll photocopy those files for you, if you like. The speaker here says Can you tell me when
Peter: Oh, and I want you to meet Helen.
6 It's time to start the meeting. w ill I get it? A native speaker would say Can
Helen Green. She's the CFO. Helen?
7 Do you think you could help me with this, you tell me when I 'll get it?
please?
# #12) (Michiko = Japanese; Carl = American; Conversation 2 (B = Indian)
8 How are you getting on with that?
Youssry = Kuwaiti; Heidi = German) A: Hello. Home and Office Supplies. Can I help
Michiko you?
I'm in charge of promoting the company, both B: Yes, it's Thomson Electronics here. We have
within the industry and in the wider community. an account with you.
My main responsibility is to raise our profile A: Oh yes. How can I help?
® (Speaker = Australian)
and to make sure the image we project is a B: We've just had some printer cartridges
first I'd like to welcome all of you to AGM
positive one. delivered but they're the wrong ones. They
Industries. As you know, we're fast becoming one
Carl don't fit.
of the leading hi-tech companies in the world.
Well, my job involves taking tough decisions A: Oh dear. 1do apologize for the mix-up.
Nobody could have foreseen back in 1989
about our expenditure and any investments we B: I don't know how you could've got it wrong.
when the company was founded that we would
may make. I'm mainly concerned with budget We order from you all the time.
grow so quickly, and so successfully. Today from
allocation and resource management. A: I know, but unfortunately we've been
our home here in Cambridge, AGM Industries
Youssry having computer problems.
controls a multi-million pound business, providing
I'm interested in people. I'm responsible for hiring B: Well, how can we sort this out?
microchip technology to computer manufacturers
and firing, of course, but also for the welfare and A: Could you bear with me a moment, please?
all around the world. Last year our turnover
professional development of all the staff here. ... Ah yes, 1have the order here. You want
was in excess of £250 million. We have a total
Heidi 25 HP356 printer cartridges. Is that correct?
workforce of over 1100 people worldwide, and
I manage a team of ten people, and together B: Yes, that's right. But you've sent us 25
with your help we aim to grow our 15% share of
we work to design new technologies that the HP56 cartridges instead.
the market and become even stronger.
company can take forward to production. My A: I see. I'll sort it out right away and we'll post
job involves a great deal of research and study, the order special delivery.
• C®5 (Speaker = Australian)
and also a lot of practical testing and trials. B: Thanks.
At AGM Industries, we pride ourselves on
A: I'll put a £30 credit on your account to
delivering the best products at the most
* j6D make up for the inconvenience, as well. Is
competitive prices ... and in the quickest time
1 analytical that all right?
frame to our customers. I know all of you will
2 creative flexible determined B: Oh, that's very nice. Thanks.
take on board these values, and work with me
efficient reliable well-organized A: Not at all. It was our mistake. Can I help you
to achieve our goals.
methodical confident sociable with anything else?
B: No thanks. That's it Bye.
I iJS) (Speaker = Australian) A: Goodbye.
Our company structure here at HQ is fairly QHqd0G9
traditional. We are headed by the company # #jjs) (d = Chinese)
Chairman, and under him are the President, ♦SOD
Conversation 1 (B = French) a I asked for a brochure a month ago, but I
and the CEO. The CEO is in charge of three
A: Hello, Life and Times Book Club. Angela haven't received one yet.
divisions; Strategy and Planning, Human
speaking. How may I help you? b I placed an order with you over a month
Resources and Customer Services. The
B: Hello, yes. I still haven't received the book I ago, but I haven't received anything yet.
President has control of four divisions.
ordered two weeks ago, I'm afraid. c I've been trying to order online, but it won't
Operations, which is made up of the Product
A: Oh dear. I'm very sorry for the delay accept payment,
Management and R and D departments;
B: The thing is, I need it urgently. d You seem to have charged me twice for the
Technical Services which includes the Quality
A: I'm afraid we've been very busy recently same thing on the latest invoice,
Control and Technical Support departments
and ... e The manager said he would call me back
... the Business Development division, which
B: Can you tell me when will I get it?* today, but I've heard nothing.
includes Sales and Marketing, and finally there
is my division, Finance, which stands by itself. A: Please give me a moment and I'll check ...
What's your order number? • #HD (a and e = Chinese)
B: It's, er... GHY723. a I ordered a set of six wine glasses, but
# # 11 ) (The speakers = American)
A: Right. You ordered Stress M anagem ent... when they arrived three were broken,
Peter: Well, this is your office, Lisa. Carol? This
£14.99. b The TV I bought from you has stopped
is Lisa.
B: That's right. working. I've only had it two months,
Carol: Hi Lisa. Pleased to meet you. I'm Carol
A: I can see what's happened. We received c I'm sorry, but you seem to have delivered
Parks, the Accounts Manager.
your order on the ... 23rd, but it hasn't been the wrong sofa. I ordered a blue one and
Lisa: Hi. Lisa Vickers. I'm looking forward to
processed yet. I'll get onto it immediately. this is black,
working with you.
B: You mean you haven't sent it yet? d I've just seen my bank statement, and I've
Peter: I'll just show you around, so you get to
A: No. Like I say, the order hasn't been been charged the full price for the DVD
meet a few more people ... Oh, there's Tim.
processed. recorder I bought, but it was 15% off.
Tim? Let me introduce you to Lisa Vickers.
B: But you will send it today, won't you? e I've been trying to get through to your
She's our new Accounts Administrator.
A: I can't guarantee it. It's already after three, technical support line for ages, but it's
you see. constantly engaged.
92
Pilar: Maybe it means there is some paper
I© stuck inside. It might be worth opening it * ©
- I paid for a Canon X40 printer online, but and having a look. - Hello, Personnel,
you've just sent me an email saying it's not Martin: How do I do that? a
in stock. Pilar: You could try pulling that lever there. - Nope. She's out of the office at the moment,
a That's the one. b
- Well, I need one urgently. When will you Martin: Oh yes. You're right. There is some - She should be in after two, I think.
have more in stock? paper stuck in here. Thanks a lot. I think c
b that's sorted it now. - Sure. No problem,
- Well, can you make sure you send me d
one as soon as they come in? My name's
Ketson. It's order number 2374.
I© -
e
344. OK, got it.
a We've got so many orders we're in danger
c - Bye.
of falling behind on deliveries,
- OK, thanks a lot. Bye.
b My computer's running really slow. It's so
annoying! i©
* © c Our main competitors are all cheaper than Conversation l (Tim = Canadian)
a What would you like to order? we are. Tim: Hello, Tim speaking.
b We can guarantee delivery by the end of d I'm not sure how we can get clients to buy Judy: Hi, Tim. It's Judy. Is Mike there?
the month. any more of our stock, Tim: Hang on. I'll try his office for you. ... No,
e I've had reports that staff morale is rather low. sorry. The line's engaged.
• © f That's the third time this week our electricity Judy: Oh, right.
a I asked you over a month ago for a brochure, supply has been disrupted. Tim: Can I take a message?
b Please give me a moment to check, Judy: No, it's OK. I'll call back later.
c I'll get onto it immediately,
Conversation 2 (Hugo = Spanish)
d We'll post the order special delivery,
Q M K 10 Jane: Hello. This is Jane Garston.
e I'll post it in the afternoon,
Hugo: Hello. I'd like to speak to Brian Cardew,
f Can I ask who is speaking, please? > @ ) (A = American) please.
g I do apologize for all the inconvenience, Conversation I Jane: I'll just put you through ... I'm afraid
h You sent me an email to ask about delivery, A: Hello, Smart Finance Limited. he's on another call right now.
i I’ll be out of the office all next week. B: Hello. This is Norman Silvers from Highgate Hugo: Oh, well, um ...
Investments. Would it be possible to speak Jane: Would you like to leave a message?
* © to Mr Fredericks, please? Hugo: No, that's fine. I send him an email.*
1 This camera won't record anything. I can't A: I'm afraid he's in meetings all morning. Jane: OK. Thanks for calling.
understand it. B: I see. Will he be available this afternoon?
2 This computer keeps crashing. It's really A: Yes. He should be free after lunch. C?*Did you n o tice ?
annoying. B: Could you ask him to call me? It's very Hugo says 1send him an email. A native speaker
3 The projector doesn't work. I turn it on and important. would probably say I'll send him an email.
nothing happens. A: Certainly. Norman Silvers, wasn't it?
4 It's really hot in here. I think the air- B: Yes, from Highgate Investments. He has my I © ) (The speaker = French)
conditioning's on the blink again. contact details. - Oh, hello. I'd like to speak to Francoise
5 This printer won't print anything. A: Very good. I'll make sure he gets the message. Chirac, please.
6 I can't get this fax to go through. It won't B: Thanks very much. Goodbye. a
send it. Conversation 2 - Thank you.
A: Hello, Accounts. b
* © B: Hi, it's Charlie. I need to check some figures - Oh, I see.
1 You've checked there's some paper in it, from the sales report. Is Sharon there? c
haven't you? A: Nope. She's out of the office at the - Yes, please. Could you ask her to call me as
2 Yeah. It's probably the thermostat again. I'll moment. soon as possible?
call Maintenance. B: Do you know when she'll be back? d
3 The battery might be low I suppose. I'll get A: No, I'm afraid not. - Pierre Dupont. Francoise has my contact
you another one. B: Well, when she gets in can you say I called? details.
4 Why don't you ask David? He's good with A: Sure. No problem. e
computers. B: Thanks a lot. Bye. - Thank you. Goodbye.
5 The bulb might have gone. Do you want
me to call the technician? *- © ) (The speaker = Australian) ♦©
6 It might be worth checking the number. Are - Hello, Richmond Travel Ltd. - Hi, Nigel. It's Samantha. Is George there?
you sure it's right? a a
- I'm afraid she's in meetings all morning, - Thanks,
I #22) (Pilar = Brazilian; Martin = American) b b
Martin: Pilar. There's something wrong with this - Yes. She should be free after lunch, - Oh, right,
photocopier. I keep pressing the button but it c c
won't do anything. - Certainly. What was your name again? - Yes, please. Can you tell him I called?
Pilar: Oh dear. Do you want me to give you a d d
hand, Martin? - Very good. I'll make sure she gets the - Yes, that's right,
Martin: Thanks. Have you any idea what this message. e
symbol means? The one flashing here. e - Thanks. Bye.
- Goodbye.
93
Audioscript
# <30) Q0DD0G11 I©
a Do you know when she'll be back? • #35; We need to expand our European operations,
b Would you like to leave a message? not close them down!
OK, everyone? Erm ... Perhaps we can get
c Could you tell her I called?
started. We have a lot to get through over the
d Do you want to call back later? I ©
next couple of days. First, let me thank you all
e When's the meeting going to finish? a Sales should be increasing, not falling,
for coming. I know some of you have travelled
a long way. I'd especially like to welcome b We need our staff to work longer hours, not
f © Javier and Ian who've come from Spain to be shorter.
a What do you want to talk about in the here, and Inessa for interrupting her holiday. c We should be hiring staff, not firing them,
meeting? As you know, the purpose of this meeting is d We need more skilled labour, not unskilled
b Can you tell me if you're going to leave early? to come up with some recommendations for labour.
c When would you like to have the meeting? turning things around in the light of appalling e We need to be more competitive, not more
d When could you give me an answer? sales figures for the last quarter. You can see expensive.
e When do you expect to get a promotion? from the agenda that we have several items to
cover. Namely, falling European sales, increased
* <32) (b = Kuwaiti; e = Chinese) competition in our domestic market...
a Hello. I'd like to speak to Mr Watson in the
Personnel Department please about the # © j (The speaker = American)
# #36) (Javier = Spanish)
position advertised in the local paper. If Now, I'd like to begin by giving you a few pointers
David: So, I'd like to know what everyone
you ... on taking notes in lectures. This is a vital skill,
thinks about the Board's proposal to pull out
b My name? Yes of course. It's Hashem so listen up! Most important of all is that you
of France and Germany? How do you feel
Aghajari. I’m calling about... shouldn't try to make a note of everything you
about it, Inessa?
c So we definitely need this order by the 6th ... hear. A lecture is not a dictation. You have to
Inessa: Well, David, I think it's a bold move
d The thing I want to ... stress is ... that the listen and decide what is important and what
and it's probably the way we need to go, so
delivery should be ... made ... on the 20th isn't. Second, when you make notes, don't write
yes, I'm in favour of it.
at the latest... everything in full. Use abbreviations, symbols,
David: Hmm. Javier, what are your thoughts?
e So that means all five of us need to be numbers ... anything to help keep pace. Also, try
Javier: I agree to some extent, but there are
there on the fourth by three or at the latest to organize your notes effectively. Furthermore,
considerable costs involved. For example ...
four or else the meeting about ZX34 transit you should try to be an active listener. By that,
Ian: Sorry, can I come in here?
plans in Room 21 will have to relocate to I mean you need to try and predict what the
David: Could you let Javier finish, please Ian?
my office on the seventh floor which is speaker is going to say ... so before the lecture
Javier, you were saying?
available until six ... Got it? ask yourself what you already know about the
Javier: Yes, thanks. The costs are huge. It
topic, and during the lecture think about where
will cost over five million just to close our
I© the talk might be heading. Another useful tip
branches there and we can't guarantee
a Would you mind spelling that for me? is if you miss something then don't panic.
the move will succeed. It's risk.* I'm not
b Sorry. Can you run that by me again? Lecturers usually repeat themselves ... certainly,
completely opposed to it but, er, you know ...
c Could you speak up, please? the important information ... for example by
David: Ian, you wanted to say something?
d I think we have a bad connection. I’ll call paraphrasing or in summary. Something else you
Ian: Yes, Javier I see your point, but, well,
you back. should be sure to do is listen for the main ideas,
basically I'm not very keen on the idea at all.
e Could you speak a little slower, please? as well as the details, otherwise you won't be able
As well as the costs, we need to consider
to see the wood for the trees. And finally, after the
our long term future. We need to expand our
lecture, you should review your notes as soon as
# © European operations, not close them down!
possible. That means basically writing them out
a I'm sorry, I think I pressed the wrong Inessa: Perhaps we should consider just
again, but this time reorganize them, highlight the
extension. Can you put me through to ... closing down the least profitable of our
main points, and even add your own thoughts
b Peter called earlier. He's trying to get some branches in France and Germany.
and comments in the margin. Reviewing your
figures together and he wants you to see Javier: I have no problem with that. What do
notes in this way will help everything sink in, and
him at five o'clock in his office if possible ... you think, David?
make a useful study aid. So, now I've covered that
c If Mr Banks calls, then tell him I'm in a David: Well, I can see pros and cons each
I'll start with the register.
meeting will you, and after you've typed up way. It's quite a mixed picture.
the Vicks report this morning, I'd like you to Ian: I can't agree to that, I'm afraid. Like I
first arrange a meeting with Mike at FedEx for say, I think we need to stay in France and If©
sometime next week, and then book a flight Germany. That's where our future lies. Now, most people would agree that the
to New York leaving before midday tomorrow, David: Right. Does anyone have anything else massive economic growth China has enjoyed
d Please tell her that Machiko Katsumata called, to add? OK, then. I think I need to pass all in the last forty years represents perhaps the
e If Mrs Henries calls ... most important... your thoughts on to the Board for further most significant geopolitical event of the 21 st
don't agree until... meet first... 10th at the review. Clearly, we can't come to a unanimous century. It started with the economic reforms
earliest... decision here. Now, shall we move on? back in the late 1970s, before which time
China's economy was largely rural.
C?*Did you n o tice ?
Since the 1970s China's economy has grown
Javier says It's risk. A native speaker would
on average 10% a year. Exports have soared
probably say It's a risk or It's risky.
and industrial production is growing at 17%
per annum. Since 2001, China has doubled
its share of global manufacturing output. In
94
Audioscript
fact, China is second only to the US, and most wages going up there, but basically her idea is
## 45)
forecasts suggest it will overtake the American that the Chinese economy will continue to grow.
People come to New Zealand to go sightseeing,
economy within the next ten years.
do outdoor activities and go shopping.
China's population of 1.3 billion makes it a ## 42)
staggering one fifth of the world's population. a Could you explain what you mean by the
biggest mass migration in history? i ©
This huge population resource means not only
b Can you go into a bit more detail on the a Great Britain is made up of three countries:
is China the world's largest market, but it also
cost of labour in China? England, Scotland and Wales,
underpins the main reason for its economic rise
c What exactly are you getting at when you b Wales is popular for walking, its great
- a large workforce. The incredible economic
refer to the middle class as the 'backbone beaches and its many castles,
growth in China has meant huge changes for
of China's success'? c In Scotland tourists visit Edinburgh, Loch
the workforce. For example, it is estimated
d Would you expand a little on the impact of Ness and enjoy the great scenery,
that about 200 million people have moved
China's economic growth? d Popular tourist destinations in England are the
from rural areas to urban areas to find work,
Lake District, Cornwall and of course London,
resulting in the biggest mass migration in history.
♦ <43) e London's top attractions include the London
Employment in agriculture has been replaced for
Eye, the Tower of London and Buckingham
millions by jobs in manufacturing and industry, 1 Basically, what I want to say is that the
Palace.
which, for many people, has meant having to purchasing power of this new class is helping
f Three popular museums are the National
retrain, acquire new skills, and adapt to a new to support the domestic economy.
Gallery, the British Museum and the Tate
way of life. Many would argue that the growing 2 I suppose what I'm driving at is that never
Modern.
middle class is the backbone of China's success. before has such a huge movement of
However, some economists see weaknesses in people from rural to urban areas taken place
over such a short period of time. # #47) (Speaker = Chinese)
China's economy. They point, for example, to the a In fact, the weather was unusually hot for
fact that many of the manufacturing companies 3 Yes, an average factory worker in a coastal
city in China earns up to $350 a month the whole of the summer and as a result
that produce goods in China are in fact foreign. icecream sales increased sharply,
These foreign companies, they argue, will these days, while in some other countries it
can be as low as $100. The point I'm trying b Demand all over the country rose to new
continue to invest in China while labour costs heights. For example, in London we sold
are low, but if wages start to rise too much, they to make is that rising wage costs could make
China less attractive for foreign companies. 35% more ice cream than last year,
may move their production to other parts of the c Of course, all this has had a tremendous
world where rates of pay have remained lower. 4 Well, I think ifs a necessary factor for global
economic development. In other words, effect on our bottom line and has helped
China has come a long way since the 1970s, what I'm saying is that without China as the to lift us out of the difficult situation we
but it would seem that, for China to continue its economic powerhouse in the world, all our were facing last year. In other words, we no
economic success story, the country must not longer have to consider a programme of
economies would be worse off.
rely on outside investment and expertise, but compulsory redundancies,
must invest more in skills and training in order d ... and that is basically all I have to say for
to produce its own experts and entrepreneurs Q M G 13 the moment. To sum up then, results have
of the future. far exceeded our expectations and the future
# #44) (Kirsty = New Zealand) for Mills Ice cream looks very bright indeed.
So, lef s consider where we expect to see visitors
t
coming from in 2012. You can see from this chart
a (The speaker = Indian)
that we anticipate the vast majority of our visitors
The talk was about China's economy. The
to continue to come from our neighbour Australia.
[M G 1 4
speaker began by talking about the emergence
Other significant markets are the UK which we • (E = Italian)
of China as a major economic power, which
have included along with Nordic countries and A: According to the UNESCO report we read,
started with economic reforms in the late
Ireland, North-East Asia, principally Japan, and the there are more than 6,000 languages in the
1970s. Then she gave some statistics about
Americas, notably the US of course. world today, but over half are in danger of
China's economy today. It's the second largest
Let's take a closer look at our biggest market dying out before the end of this century ...
in the world, and should overtake the US in a
by far, Australia. This graph shows that visitor B: Yeah, like the language used by the Ainu
few years. She went on to talk about China's
numbers from Australia will continue to rise. in Japan. It has less than a few hundred
huge population, and how large numbers
Growth here will remain steady, as it has been speakers left.*
of people have moved from rural to urban
for the last twenty and more years. We expect A: Or the Maori language in New Zealand. The
areas to find work. Then she mentioned some
this to continue, thanks to a combination of low report says one language becomes extinct
potential weaknesses in the Chinese economy,
airfares and aggressive marketing by our Ministry every two weeks. It's terrible. Basically, I
such as a dependence on foreign companies.
of Tourism in Australia. With total growth around think we need to do whatever it takes to
Finally, she talked about the challenges for the
3% per annum we expect numbers from keep these languages alive.
future, especially the need for China to invest
Australia will get up to around 1.2 million. D: Hmm. I don't quite see it like that. Can you
more in skills and training.
As for why people come here, we don't expect actually protect a language anyway?
b that to fluctuate much at all. What we can see B: Yes, Welsh is a great example.
The talk was about the growth of China's here is that we expect almost no change in D: Really?
economy. The speaker began by saying it was fact, with the top reason continuing to remain B: Yes. When the Welsh Language Board was
the most significant event of the 2151Century, holiday, where ifs mainly sightseeing and set up in 1991, only 19% of the population
growing 10°/o a year although it’s still not the outdoor activities that are of interest, and then spoke Welsh. Now it's up to around 25%
biggest economy. After that she said that millions the principal other reasons ... visiting friends and I think, and rising, and most speakers are
of people in rural areas had moved from the relatives and business. younger than 30.
countryside to the city, and this was the biggest
A: Yeah, the fact is language revitalization is
mass migration in history, which I thought was
critical. Every government should do what
amazing. I think she said something about
they can to support languages.
95
D: I'm not sure I agree. I wonder if we need Habib
« #50) Well, next year I intend to start business studies
6,000 languages. I mean, languages
become extinct for a reason, you know ... a English is a really difficult language to learn, course* at college here in Riyadh. The course is
because nobody wants to speak them! We b I think children learn languages more two years so I hope it'll help me to get a good
can't assume that every language must quickly than adults, job after I graduate. That's the main purpose
naturally survive. c We need to protect all endangered in fact. But also I hope to develop contacts in
E: I think that's a good point. I mean, things languages. international business, and English is a big part
d The world would be better if we all spoke of the course so that's another benefit.
change.
C: But, you know, languages tell us about who the same language,
e Language and culture are not related, C?*Did you n o tice ?
we are. You can't separate language from
f I think fewer people are learning English Stefania says When I w ill come b a c k ... A
culture. Take one away, and the other dies.
these days. native speaker would say When I come back.
E: I don't agree. At least, not for Italy.
A: Do you think you could say a bit more C?*D id you n o tice ?
about that, please Maria? I ® Habib says I intend to start business studies
E: Sure. Before, there have been over a hundred A/B I think you might be mistaken on that point. course. A native speaker would say I intend to
languages* or at least different dialects, in start a business studies course.
Italy but now basically we all speak Italian, * ©
we all feel Italian. We haven't lost our culture A/B I'm not sure you've got that right. $ #56)
because we all speak the same language. A/B That's not quite how I see it. - Yes, do you want to ask me something?
D: And if we all spoke the same language at A/B I'm not sure I agree. a
least we'd understand each other. There'd A/B Sorry, can I finish what I was saying? - That sounds like a good idea,
be fewer wars and ... b
C: I think you might be mistaken on that point. • #53) - Well, longer is better I suppose. Two
I don't think there would be fewer wars, for 1 In other words, I'd like to know why you months, if possible.
a start. think English has become so important. c
E: Also it costs millions and millions of pounds 2 Basically, what I want to know is why more - Either of those places would be fine. It
to keep these tiny languages from dying out. people don't care about the problem. depends if you want to go to a big or a
A: I don't think you've got that right. 3 I guess what I'm really asking is do you think small city.
C: So you think everyone in the world should another language will ever take over as the d
speak English? language of global communication? - A host family would give you more
E: Why not? We all do! Let's use the money on 4 To put it another way, are some languages opportunities to practise your English and
food and clean water for people. more important than others? learn about British culture, and its probably
B: That's ridiculous. 5 I suppose what I’m driving at is can we cheaper.
D: I don't think so. Are you saying we should really protect all the languages there are in e
let people die just to spend the money on the world today? - Study full-time if you can. But make sure
saving a language hardly anyone speaks? you get the chance to socialize, too.
Which is more important... the life of a # #54) f
person, or the life of a language? a Sorry, what do you mean exactly? - Exams can be useful, but I think General
C?*D id you n o tice ?
b I agree with some of what you've said, English is best at this stage.
The native speaker here says I t has less than a c No, sorry. I don't really go along with that, g
fe w hundred speakers left. It should really be
d I really do think that it's important, - Sure. They're different, of course. The
I t has fewer than a hundred speakers left. This
e That's the way I feel too. accent is different and everything. It just
is a common occurence in everyday speech. f Can we get back to the point here, please? depends what you fancy, really.
g My mistake. I got it wrong. Sorry,
C?*D id you n o tice ? h That's not really what I meant, ♦ #57) (The professor = American)
Speaker E says Before, there have been over a i OK. So what you're saying is ... OK, so the focus of this semester will be on the
hundred languages. A native speaker would say j What do you think, Peter? development of the EU and its enlargement.
Before there were over a hundred languages. k Sorry, can I just finish what I was saying? You'll have four written assignments to do.
I Can I say something here? These must be typed and handed in on time
* #4§) or they will not be considered. They have equal
a English is the most widely-spoken language weighting and make up 20% of your final grade,
in the world, Q M G 15 so take them seriously. We'll also have a couple
b I heard the earliest writing is from China of exams; a mid-term exam which will count
around 2,000 years ago. f #55) (Stefania = Italian; Habib = Saudi Arabian) 30% towards the final grade and an end of
c About a quarter of all languages are African Stefania term exam which will also count for 30%. Each
languages. I plan to go to Beijing for a year if I can afford it exam will be in two parts, a multiple choice test
d Japanese is traditionally written from top to and stay with a host family while I'm there. My and then four short essay questions. At the end
bottom, and left to right, main goal is to improve my Chinese. I've been of the semester you'll also have to give an oral
e Greek is the oldest language spoken in studying at college here for three years but I report, which will take the form of a 15 minute
Europe today, expect actually living there will, you know, help presentation on a topic of your choice related to
f People in Brazil speak Brazilian. me a lot. When I will come back to Italy* my the main course themes, followed by a Q and A
experience and language skills will help me get a session also of 15 minutes. This will comprise
good job, perhaps in an import-export agency. 10% of the final grade. The remainder will be at
my discretion depending on how well prepared
96
Audioscript
you are for each class, and also how much you 3 Sure, just ask at Library Services. We also there, and I am head of my department so
participate in each class. Attendance is also a run a Research Skills programme. It's free, I'm used to managing people and I have got
factor in that there are 23 classes this semester so all you have to do is sign up! a lot of experience in implementing financial
and you need to attend at least 80% in order 4 Yes, the copy room is on the fifth floor. If programmes. I enjoy cycling and going to the
to pass. So that means if you miss more than it's a journal and you need permission, movies, and I am married with three kids. I
four classes, you fail. I hope you all understand then fill out a Request form and they'll do would like to work here because you are the
that. The grade you get is not dependent on everything for you. It takes 24 hours. best company in the business.
other students in the class, so it is possible for 5 Just follow the system we use. Each book is Mark: As you can see from my CV, I attended
everyone in the class to get As or to get Fs. To numbered with the floor and row, and has a Manchester International University and
get an A you need above 90%, 80-90 is a B code to show which part of the library it's in. studied Marketing for three years. Then I
and 70-80 is a C. D is 60-70 and below that is You'll soon get used to it moved to Richmond in the States and took
a fail, F. Basically, if you put in the time and effort 6 Start by looking in the main catalogue and my MBA. That really helped me gain a better
needed you will pass. then if it’s not there, you can go to Library understanding of marketing strategies and
Services desk and they'll help you find what how to use them effectively. Since then I've
* © you're looking for. worked as Strategic Marketing Manager for
OK, so if you'll all follow me ... Opening hours 7 Twenty-five pence a day. It soon mounts up, Gaviso. I'd really like the opportunity to use
are nine to seven Monday to Friday, and nine especially if you have several books, and we all this experience here as Marketing Director.
to five on Saturday, during term time. Out of make virtually no exceptions unless you have I have a lot of ideas that I'm sure will be very
term we open from ten till one weekdays only. a very good excuse so you have ... effective in marketing your products to a
Oh, and if you turn up less than fifteen minutes 8 Yes, but if you put a Retainer slip inside, you wider audience.
before closing, you can't come in. can leave books you haven't finished with Amelia: Well, I'm quite easy-going I suppose.
on the desk you're using and the staff won't I can work well with anyone. I have a good
♦ *59) clear them away. education. My degree is from the Sorbonne
Over there is the Reading Room. That's where in Paris. It's a very good university. I like a
you can access materials that can't be taken out, • *63 challenge too, in my work and my personal
so, er, articles, journals and so on. Rare books a Is it OK to borrow these five books? life. I plan to climb Mount Everest one day.
and manuscripts are in the North Wing, over b How long can I have them for? I'm freelance now but in my last job I had
there... also for reference only of course. To c Do you know how I can get to North Wing 4? a lot of responsibility, a lot of budgets and
search for a book, you'll find our main catalogue d What time does the library close? things. In my spare time I read and go
here in the Green Room, or you can search walking. I enjoy my work and I think I'm good
online if you have a password and what you at my job, so, yeah, what else can I say?
want was published after 1978. For any special Q M Q 16
collections you need to come in and go through * *64) (Maria = American) I <67) (Maria = American)
the supplementary catalogues in the South Wing. Well, employers look for people who can relate
Basically, it's all about preparation. Make sure
on many levels, you know. People who can talk
you know all about the company, and check
f *60) to the President of the company or the worker
your resumd matches the job you're applying
First and second year students can't borrow on the shop floor. They want someone who is a
for. Then on the day wear something smart, get
books. Third year students can borrow a good people person, basically. They also value
there on time, and when it's your time to shine,
maximum of five books for up to eight weeks, get in there and give it all you've got. You must the ability to take charge and head things up
and if you're an academic or research student from the front when it matters. Of course, they
appear like you really want the job. Don't act like
you can borrow ten books for up to eight weeks. need people who are good planners, efficient
you know it all, though. That won't go down well.
All books to be taken out at Lending Services in types, you know ... although increasingly these
the lobby. OK, any questions? days they also want free-thinkers who can
I © (Maria = American)
work their way through difficulties. Oh, and
Now, employers often start off with a question
employers want people who can act on their
I © like Can you tell me a little about yourself?, to
own initiative to collect whatever information
a How exactly do I go about searching for a get things going and what a lot of people do,
they need, rather than sit around scratching
book? believe it or not, is they talk about their personal
their heads wondering what to do!
b How do I know where to find a book once I life. You know, their kids, what food they like and
have its location? goodness knows what. That's bad. Do not talk
c Can I access the Internet on my laptop? about your personal life. Basically, you should
d Can I make copies? 1 Do you manage your time well?
talk about any relevant work experience. That's
e What if the library doesn't have the book I 2 What's the biggest difficulty you have ever
what employers want to hear. Play to your
want? faced at work?
strengths, and mention any qualifications that
f What's the charge for overdue books? 3 Can you remember a time when you
relate to the job. Anything at all, you know, as
g Do staff clear away books every evening? long as there is a clear link with the job you are helped resolve a conflict among your
h Can I get any help on using the library? colleagues or classmates?
applying for. You should mention any skills or
special training you have, as well, and perhaps 4 Have you ever had to work on a topic you
* © knew nothing about?
above all what employers want is to know how
you can help them, so explain what you can
5 Are you comfortable making decisions and
1 Yes, we have wireless hotspots dotted
taking the lead?
around the place ... just look out for the bring to the organization.
Wi-Fi symbol.
2 Then you can make an InterLibrary loan I © (Juan = Spanish; Amelia = Italian) I *69) (Raj = Indian)
and we'll order it from somewhere that has Juan: I graduated in Accounting from Madrid l Interviewer: Do you manage your time well?
it. It costs five pounds for members of the Raj: Yes, I think so. I'm a very organized
University and after I graduated I started work
University and ten pounds for everyone else. as a Junior Accountant at MTW. Now I am still person. I have a huge filing system and
97
Audioscript
I always know where everything is. I too, of course! Actually, I established a new 3
schedule my day carefully and try to make system to assess performance that seems to a Sorry, can I come in here?
appointments I can keep. be very effective ... b I have no problem with that,
2 Interviewer: What's the biggest difficulty 3 c Certainly. I'll just put you through.
you have ever faced at work? Q: Why do you want to work for this company? 4
Raj: Last year we had a problem with C: Because, er, you lead the market in a Let me repeat that just to make sure,
some new software we'd installed. It communications technology, and you have b Can you run that by me again?
wasn't working properly and we were the best reputation of any company in the c It might be worth reducing our prices.
losing a lot of money because of it. It business. I like the corporate culture here. 5
was down to me to fix it so I worked You're an ethical company, but you also, you a I'd much rather have a late check out.
round the clock. I finally found a way know, are driven by profit. That's important. I b I really must insist on a late check out.
round it, but it was really hard work and want to work for the best. I think I'd be happy c I'd appreciate it if you could arrange a late
the pressure was unbelievable! here. I'd need to relocate but that's fine. It's check out.
3 Interviewer: Can you remember a time not far. 6
when you helped resolve a conflict a I don't agree with that at all.
among your colleagues or classmates? • 1 0 ) (Speaker 1 = American) b The point I'm trying to make is ...
Raj: A couple of months ago there was a Speaker 1 c Can you go into a little more detail on ...
problem in my department. A new system Er, well last year I tried to establish a new 7
meant that you had to sign in and out system for internal mail, but it was a complete a I'm not sure you've got that right,
all the time. Many people didn't like this disaster. I didn't take enough time to introduce b That's completely wrong,
because there was only one place you it and nobody knew how it worked. I learned c I didn't quite catch that.
could sign in, which was a long way from that although something seems clear to me, it 8
where most people work. I suggested we doesn't mean that everyone else understands. a I'm sorry about this.
put signing-in stations at several locations, I'll take more time and do more trials before I b Could you bear with me a moment, please?
and that seemed to solve the problem. try anything like that again! c You'll have to wait
4 Interviewer: Have you ever had to work on 9
Speaker 2
a topic you knew nothing about? a Would you mind speaking a little slower,
Well, I enjoy the job I’m doing and I get on
Raj: Well, not really. Sometimes I'm given 10 please?
well with everyone, but I really want to move
something that I don't know much about, b I didn't quite catch that. Can you run that by
on and try something new. I've had this job
so I do some investigation and ask me again?
for two years now and I think I've outgrown it.
around, you know, to get up to speed. c I think we have a bad connection.
I'm ready for a new challenge, something that
5 Interviewer: Are you comfortable making
stretches me.
decisions and taking the lead? a No, sorry. I don't really go along with that,
Raj: Yes, but not always. I think some Speaker 3 b I'm afraid that's not really what I meant,
decisions are better left to people more I tend to worry too much whether the customer c Sorry. Can I just finish what I was saying?
senior. For example, I don't like firing is satisfied or not, and that means sometimes I
anyone. spend too much time on the customer and not
enough time on other aspects of the job.
f <ZS)
1
Q: Tell me more about the project you
mention on your CV, can you?
A: Erm, yeah, well, erm ... I started it, let me
1 <tD
1 The printer won't print anything.
see, about, erm, a year ago I guess. The
2 I asked over a month ago for a brochure.
purpose is to, to look at ways of increasing
3 So, you want four black ink VR10 cartridges
the company's income without adding
and a box of 500 envelopes?
additional cost. That's, that's very important.
4 Would it be possible to speak to Kate
Most of our employees work shifts so, you
Thomas, please?
know, we're looking at different things, um,
5 Are you in the middle of something?
like setting up a new shift pattern, maybe,
6 Shall we move on?
and erm ... ways of multi-tasking so that
7 Can you give an example, perhaps?
workers can cover for each other's absences
8 Can we get back to the point here, please?
and sickness. I guess you'd call that team
9 I'm a bit busy at the moment, I'm afraid.
building.
10 What do you think I should do?
2
Q: Can you tell me about your responsibilities in
your job at the moment?
# ®
B: Sure! I'm the Staff Development Supervisor, 1
so that means I have to monitor staff a I'm very sorry for the delay,
performance and identify areas where skills b Please give me a moment,
need to be supplemented or improved. It's c I'd be grateful if you could be patient.
2
about designing and implementing training
programmes, when and where they are a Can I call you back?
needed, to make sure we get the most from b It might be worth checking the cables,
c 1can't remember what it's called.
our staff, and to make sure they are happy
98
QDod& B I E
b D on't you? c Have you?
Your own answers. Possible answers:
G et ready to liste n and sp eak b Did it? What was the problem?
O Your own answers. c W on't you? Where are you going?
O If you like going to parties and meeting new people, then you
d Aren't you? What's the problem /m atter?
are probably quite extrovert. If you prefer to socialize only w ith
e Has he? That's great. When did you hear that?
people you know, then you are.more reserved. If you hate making
f Is she? Do you know where she's going?
small talk w ith strangers, switch o ff if you are not interested in a
g Doesn't it? What's wrong with it?
conversation, or prefer to listen to others, then your social style is
h D idn't you? Why not?
more passive.
f Focus on question tags

1 b do n't you c isn't he
1 b w ork going c see the news d been hot today
d is she e haven't I
e are the fam ily f like your jacket
f don't they g will you
2 2 e 3 a 4 f 5 d 6 b
h didn't we
B Note: We add a negative question tag to a positive statement: That
1 b Nick c Tim d Nick e Nick was a great movie, wasn't it?
2 Nick's conversation is more successful because he asks lots of We add a positive question tag to a negative statement: You didn't
questions, responds to information and sounds interested. see Miki, did you?
V . . ' . . .,
1 How long have yon worked there? F

Are you enioving it? 1 a raining; play golf
2 Your own answers. Possible answers: b property prices; new flat
b What do you do? / Do you enjoy it? 2 a disappointed b 'Oh no. That's terrible'
c Where are you going? / How long are you going for? 3 a 2 b 1 c 3
d How long were you there? 4 What a pity! c That's marvellous! a How exciting! b
e Where did you move to? / What's your new place like? 5 That's marvellous! c How exciting! b
3 Your own answers. Possible answers: ( \
b What do you do? / Do you like working in London? Focus on exclamations
c Where are you going? / How long will you be away for? b How awful! c What a pity! d What fantastic news!
d Have you been working hard? / Didn't you sleep well last night? e What a great idea! f What appalling weather! g How amazing!
e What was it? / Was it at the cinema or on TV? h What a mess! i How unusual! j What a relief!!
f What kind of food do you like to cook? / Are you a good cook?
g How many years have you been married?
h What make is it? / A laptop or a desktop? f Sound smart
b bored c bored d enthusiastic e bored f enthusiastic
D g enthusiastic h bored
1 He asks her questions.
2 a down b up
3 1 question b is it! 2 question a isn't it! (M G 2
4 b It's great music, isn't it?
c It was cold yesterday, w asn't it? G et ready to liste n and sp ea k
d You've got tw o children, haven't you? / You have tw o children, O b 10 c 3 d 6 e 9 f l g 7 h 2 i 1 1
do n't you? j 4 k 12 I 5
e They aren't from here, are they? f It was your birthday last week, O Your own answers.
wasn't it?
5 b He hasn't found a job yet, has he?
A
c Julia didn't pass her driving test last week, did she?
1 b digital camcorder c plasma TV d laptop/notebook com puter
d You're not going shopping next weekend, are you?
e all-in-one printer
e They eat meat, do n't they?
2 b portable, on vacation, record video, take pictures
f You didn 't watch the match last night, did you?
c a 50-inch screen, picture quality, watching movies, living room
d wireless, light, 8 0 gigabyte hard disk, 3 gigahertz processor, screen,
software
e 24 pages a minute, black and white, a fax, can make copies
99
Answer key
1 b interested in c you tell me what d what does

QMG3
e tell me about f like to know g What's; like
2 1 expressions c, d 2 expressions e, f, g 3 expressions a, b
O a 3 b 4 c 5 d l e 2 f 6
3 2store addresses and contacts 3 take notes and write documents
© Your own answers.
4 transfer files to your computer 5 read and send email
6 surf the Internet 7 take photos and videos
8 download video games 9 listen to music 10 watch TV A
4 a You can connect to the Internet without having to plug into a 1 b 3 c 4 d 1
computer. 2 b an appointment to see a doctor
b A 'hotspot' is an area where you can connect to the Internet. c a check-up and their teeth polished
d to find out where his father is in the hospital
3 2 a 3 c 4 b
Sound smart
4 a Minor Injuries Unit b £4.50 c an X-ray and check-up d 4 pm
2 camera popular feature address appointment
4 a Can I take a closer look? B
b Here's a picture of me and my friend, 1 Step 1 fill in a registration form Step 2 complete a database card
c The assistant said there's a sale on today. Step 3 have a Well Person Check
2 a her passport, and a letter from her school
b her health details, and details of her family's medical history
3 Your own answers. Possible answers:
C
b Can I have a closer look, please? c What happens if I press this
1 2 Seeing the nurse 3 Home visits 4 In an emergency
button here? d What is this keypad for? e What does that blue
5 Asking for advice 6 WellPerson Clinic 7 Special clinics
button do?
8 Repeat prescriptions
D 2/3
1 Special payment terms, an extended warranty and delivery. a False. The receptionist says you can 'drop in' (call in person) as well,
2 The special payment terms cost an extra $60. The extended warranty b False. We try to see everyone within two days,
is $49.99, and the delivery charge is $40. c False. The nurse can give vaccinations also,
3 He buys the extended warranty. He does not have to pay for delivery. d True.
e False. They are only available between 11.30 and 12 on weekdays,
E f True. On Wednesday and Friday afternoons
1 If you ... then I ... g True. The special clinics are for asthma, diabetes sufferers and a
2 b If you give me 10% off, then I'll agree to the special payment terms, baby clinic for new mothers,
c If you give free installation and demonstration, then I'll take the h True. The receptionist says they need 48 hours' notice.
extended warranty,
d If you give me free delivery, then I'll sign up for the after-sales D
technical support, 1 2 B 3 B 4 A 5 B 6 A 7 B
e If you give me a discount, then I'll buy two. 2 Anne Bertrand
f If you give me an extra battery, then I'll buy the leather case. Treatment: Nitropan 8-week course.
One I OOOmg tablet in the m o rn in g and another a t n ig h t
Focus on the language of sales Return visit Yes/No [If yes, when in a month]
b off c on d on e for f in g down Brian Kingston
Problem: the flu (m ild)
Treatment: Cordosole 5. 1-week course.
1 Henri: a computer game Pete: an all-in-one printer 2 x 250mg tablets, 3x per day before m eals
Karen: a mobile phone Return visit Yes/No [If yes, w hen..................... ]
2 Henri He already has this one. 3 has stomach cramps, has diarrhoea, has been sick
Pete It's faulty - the paper gets stuck and the fax doesn't work. 4 Your own answers.
Karen It crashes while on the Internet, and sometimes when she 5 a She's got food poisoning.
makes a call she can't hear anything. b The doctor prescribes some tablets (two every four hours),
c No (only if she’s not feeling better in a week).
G
2 You should tick all the expressions. E
Jane says: The thing is ... Henri says: The problem is ... I She repeats the important information.
Pete says: The problem seems to be ... Karen says: I don't 3 Your own answers. Possible answers:
understand why ... b OK. So I need to take two spoonfuls after every meal,
3 Your own answers. Possible answers: c Right. So you’re saying I have to just take one tablet in the morning
b I bought this camera last week but the problem is the screen and one at night.
doesn't work. Can I have a refund, please? d So you mean I should finish the course and then come back and
c This CD was a present but the the thing is I don't listen to music, see you if I'm not better,
really, so can I exchange it for something else, please? e OK. So I need to eat less, avoid rich food and drink plenty of water.
d I got this computer game as a present but the thing is Ialready
have it. Can I exchange it for a different one, please?
e I bought this DVD recorder last weekend but the remote control
doesn't work. Can I exchange it for a different one, please?
100
Answer key

Sound smart b Well, you'd better not leave it or it may get worse,
2 b No, I have to take two tablets after each meal, c You'd better not try to repair it yourself. You really should get a
c No, it’s two spoonfuls three times a day. mechanic to have a look,
d No, I said I had a pain in my right arm. d You really shouldn't use the car. You'd better go by train instead,
e No, I'm here to have a blood test.
e You'd better buy the ticket now. It might be busy tomorrow morning.
HDIH0G4 1 If you have a burglar alarm fitted, then this will act as a deterrent.
You will be ill unless you eat more healthily.
G et ready to liste n and sp eak You should be more careful, otherwise you will have an accident.
O 1 fuse 2 plug 3 cable 4 screw 5 screwdriver 2 Your own answers. Possible answers:
6 thermostat 7 switch 8 pipe b If you don't work hard, you'll fail your exams. / You'll fail your
O A battery can go flat. A pump can break. exams unless you work hard,
A printer cartridge can run out of ink. A computer can crash. c You should eat more healthily, otherwise you'll put on weight. /
A fuse can blow. You'll put on weight unless you eat more healthily,
d You should get it repaired, otherwise you'll fall behind with work. /
You'll fall behind with work unless you get it repaired,
1 Your own answers. e You should apologize, otherwise you might lose your job. / You
2 Object Problem might lose your job unless you apologize.
a car won't start
b printer won't print anything E
c washing machine won't spin 1 b 4 c 1 d 2
3 a This person decides to call the garage to have his car repaired, 2 1 The lock on the door is broken, suggesting that the burglar came
b This person decides to check the ink cartridge to make sure it in through the door, but the woman says the burglar had smashed a
hasn't run out. window and climbed through.
c This person decides to check whether the pump needs replacing. 2 The smoke is coming through an open window but the man says it
was coming from under the front door.
( focus on modals of deduction 3 The handbag is on the back seat of the car but the woman says
1 To make a deduction in the present, we use a modal of deduction the thief had taken all my shopping bags and my handbag. Also, the
and the infinitive. back door of the car is open, but the woman just says the thief had
To make a deduction in the past, we use a modal of deduction + smashed the back window.
have + past participle. 4 There are two women in the car but the woman says she was all on
2 a can't b must have c could have d might have m y own.
e must have f might not 3 2 a 3 d 4 b
V J 4 Your own answers.
B
Q JM 35
b The batteries might be flat. Perhaps they need replacing,
c It could be the cartridge. It might have run out of ink.
d It may be the thermostat. It might have broken, G et ready to liste n and sp eak
e It might be the fuse. I suppose it could have blown. I think you O 1 passport 2 ID card 3 birth certificate 4 driving licence
might need to buy a new fuse. 5US social security card (allowing youto work and claim benefits
if you are ill or unemployed) 6 residency permit
b No, it can't be a fuse either. I've checked them all already, 7 work permit 8 entry visa 9 visa
c It's not the monitor, either. There's nothing wrong with the monitor, O Your own answers.
d No, it can't be the keyboard and mouse. I’ve put new batteries in.
e Yeah. I suppose it must be the hard disk. It's the only thing I
haven't checked. It can't be anything else. 1 The number you need to press is 2.
website: www.ukvisas.gov.uk (download appl. forms + email Q)
1 You really shouldn't leave it any longer. Fax number: 020 7008 8359
You’d better call an electrician. Address: UK Visa section, London SW1A 2AH
You'd better not touch that cable. It might not be safe. Opening hours: 9.30 am - 1.30 pm Mon to Fri (except pub. hols)
You ought to call a plumber.
2 Your own answers. Possible answers: B
b You'd better call an electrician. You really shouldn't touch that cable. I a 4 b 5 c 2 d l e 3 f 6
c You really should read the instructions again. You'd better not take 2 2 She has to fill out a form VAF1 and send it in with her passport,
it back yet. two recent color passport-sized photos and other necessary
d You really should call an engineer. You'd better not take a look supporting documents.
yourself. 3 A letter of support from her school/college (e.g. saying what she’ll
e You really should see a doctor. You shouldn't wait to see if it gets be studying, how long the course is, etc.) and her last six months'
better. bank statements.
4 Part-time or holiday work is OK. Maximum 20 hours per week.
5 A Student Visa is £85.
6 She can apply by post or in person. She must apply between 1
and 3 months before she plans to go to the UK.
101
Answer key
c I Focus on strong adjectives

1 Yuki uses the expression What do you mean b y ...?
1 tired - exhausted, bad - terrible, interesting - fascinating,
angry - furious, big - huge, scared - terrified, hungry - starving,
2 Sorry, what's 'AIS'? 3 I'm sorry. I don't understand. What's a 'UK
good - fantastic, small - tiny
Mission'? 4 Sorry, can you explain what 'Schengen area' means,
2 You can make the adjectives in A stronger by adding very.
please? 5 What does 'EEA' mean?
You can make the adjectives in B stronger by adding absolutely.
3 b absolutely terrified c absolutely exhausted
Focus on official language d very angry e very bad f absolutely starving
b fill in c run out d register e signature f print g status
h origin
Sound smart
3 b Yes, I am. I'm exhausted! c Yes, it was. It was fantastic!
O
d Yes, it is. It's tiny! e Yes, it was. It was terrible!
1,2
f So did I. It was fascinating! g Yes, I am. I'm furious!
Ways of obtaining a green card Requirements h Yes, it is. It's huge!
1 coming to work in the US, an permanent job
employer-based green card
2 have family there, a family- a family member in the US must 1 It's a good place to go if you want to go dancing on a night out.
based green card be a citizen or already have a It's handy for joggers. It's popular for walking dogs.
green card It's famous for its sandwiches.
3 win a green card through the must come from a country with a
museum - interesting art gallery - beautiful paintings
Diversity Visa lottery program low rate of immigration to the US
city centre - lovely old buildings bars - great for a night out
3 a l b 4 c 3 d 2 e 5 markets - great bargains
4 birth certificate biographical information passport two colour photos 3 Your own answers.
fingerprints a physical a letter from your employer
C
E 1 b expensive c get around d What is there e good beaches
1 a is better f biggest attraction g nightlife h famous for i places to visit
2 Your own answers. Possible answers: j best time
1 2 2 f 3h 4 d 5a 6 i 7e 8 j 9 c 10 g
b That's because I really like it here. I'd like to stay here longer, 3 a False. The hotels aren't cheap.
c Just a few months. Less than nine for sure, b True. The food is very varied and cosmopolitan,
d Yes, I've found a job in a supermarket, c False. You don't really need a car.
e Yes, I have. Here it is ... d False. Alcatraz is 'well worth visiting',
2 e False. It's hardly ever hot enough to sunbathe,
aI'm studying sociology. f True. It's generally quite mild.
bI need the money to support myself while I study, g True. The cable car is the 'best way to see the city'. There are lots
cAnother year. of ferries and buses, too.
dYes, I've found a job in a local restaurant. It's off campus so I need h False. Ifs not famous for' nightlife, although there are some places
a work permit, to go.
e No, I haven't. 4 The city Mark and the travel agent are talking about is San Francisco.
CLDDQ&G6 Sound smart

2 a The beaches are good but they're very crowded,
b Where's the best place to go for a night out?
G et ready to liste n an d sp eak
c How much is a single room for three nights?
O a a statue b a piazza/square c a fountain d a museum
d Ifs a good place to go if you like wandering round street markets.
e a monument f a park g a beach/the seaside : V.......................... J
h a port i a castle
O Your own answers. D
O Your own answers. Possible answers: 2 You really ought to (1) You have to (2) should definitely (3)
go to souvenir shops, visit a zoo, go to a theme park (i.e. You mustn't (2) well worth (2) (with both a gerund well worth
Disneyland), walk around the 'old quarter' of a city, stop at cafes, visiting and a noun well worth a visit)
have a picnic in a park, go to the theatre 3 Your own answers. Possible answers:
b You should definitely visit the castle. Ifs fascinating,
A c The park is well worth a visit. Ifs absolutely wonderful,
1 Crosswell Hill is a park. Old Keller is a statue. d You have to see the monument. Ifs huge!
The Typewriter is a monument. Figo's is a cafe or restaurant. e You should definitely go to the beach. Ifs really beautiful.
2 Crosswell Hill: walk / read (if weather's nice) / joggers / walking dogs 4 Your own answers. Possible answers:
Old Keller: huge / 100 feet high / an important person / made of b Ifs well worth buying a weekly tourist ticket. Ifs handy for using all
marble the public transport,
The Typewriter: built after 2nd World War / names of men who died c You really ought to visit the park. You mustn't miss the Metropolitan
Figo's: eat / sandwiches / I'm starving! Art Museum and there are lots of monuments worth seeing too.
d You have to eat at Taki's Teriyaki Bar. Ifs a great place for really
traditional food.
102
Answer key
e You should definitely go to Shibuya in the evening and check out 2 Your own answers. Possible answers’.
the live music. The night markets are well worth going to as well, b Can I ask you to make sure all rooms are on the ground floor?
f If you can, you really ought to go in April because that's when the c Could you possibly arrange the refreshment breaks for three
weather is best. o'clock each day, not half past three?
d I wonder if you could put fresh flowers in each room?
e I'd be grateful if you could make sure all rooms have an early
w w l morning call at seven every day.
Section 1 3 Your own answers. Possible answers’.
b Could you possibly turn up the air-conditioning in all the rooms?
1 a 2 c 3 c 4 a 5 C 6 b 7 c 8 b 9 b 10 b
Section 2
c I’d appreciate it if you could get someone to repair the shower in
1 a 2 c 3 a 4 b 5 c 6 a 7 b 8 a 9 c 10 b
room G29.
Section 3 d I wonder if you could lend me a video camera tomorrow morning?
1 b 2 b 3 a 4 b
I want to use it in Meeting Room C.
5 c 6 c 7 a 8 a 9 b 10 c
Section 4
e Can I ask you to put some bottles of mineral water in all the
training rooms, please?
1 Oh really, did you? Why did you have to work? / What were you
working on? / Did you finish everything? 1 I don't know what it's called but you use it to clean your teeth.
2 You really should start revising. / If you don't start revising, you might I need something to put these posters on a display board.
fail. / You'll fail unless you do some work soon. You should do some Have you got anything for cleaning marks off clothes?
work, otherwise you might fail. 2 1 b 2 c 3 a
3 Have I? That's fantastic! / That's absolutely wonderful. / Are you sure? 3 Your own answers. Possible answers:
/ How did I win? b My mobile phone is low on power. Have you got anything for
4 It could be the cable. / It might be the fuse. / You really should get recharging it?
someone to look at it. / You'd better not try to fix it yourself. c Yes please. I need something to cut up this paper,
5 Oh yes? What are their names? / How old are they? d I don't know what it's called but you use it to add up numbers.
6 It was good, but it wasn't fantastic. / It was really boring.
7 Well, there's an art museum. It's a good place to go if it's raining. / D
You can find lots of great shops in the centre. 1 Viktor is reluctant to help. This is noticeable from his overall attitude and
8 Yes, it's great. / I'm really enjoying it. How about you? also the way he say Hmm. Well, OK. I'll see if I can get anyone to help
9 I'm sorry but can you explain what INS means, please? / I don't you out for a couple o f days.
understand. What is the INS? 2 a He's working on 'the London project'.
10 Have you? You should go to the dentist, otherwise it might get worse. b It's a lot more work than he realized when he agreed to do it.
c He asks for some help to write up the report,
d He says he's in danger of falling behind, and may not finish on time,
m m e The deadline is a week on Friday.
f Viktor promises to find someone to help Peter for a couple of days.
a 1 b 3 c 1 d 4 e 2 f 2 4 h 2
Sound smart
1 a angry/impatient b bored/uninterested c friendly/cooperative
3 friendly/cooperative 3, 8 angry/impatient 1, 7
1 b It will last five days (from the 5th to the 9th). bored/uninterested 2, 4, 5, 6
c Yes. There are several clues to the fact ARG held the same event
there the previous year. (There'll be 34 this time. It's full-board
again.) 2 Peter uses all of the expressions.
d a whiteboard, a flipchart, delegate pads/pencils, water, wireless 3 Your own answers. Possible answers:
Internet access b If would help a lot if someone could explain how to use the new
2 Dates: July 5 - July 9 (inclusive) database. I'm in danger of making mistakes,
Number of people: 37 (34, plus herself and two senior HR people) c I could really do with a new printer. The reports may not be clear
Double rooms: 4 enough if I don't print in colour,
Requests / Special requirements: d It would help a lot if someone could help me photocopy the reports.
- one delegate in wheelchair will need bedroom for disabled on I'm in danger of not finishing on time,
ground floor e I could really do with a holiday soon. I may become ill if I don't
- as many rooms with baths as possible take a break.
- late check-out on 10th; 2pm
Study Centre: Shelly Focus on interrupting
Meeting room: C, E, F 2 2 f 3 b 4 c 5a 6 d
Additional equipment: computer data projectors and screens
Catering: full-board
Refreshment breaks: 10.30am, 3.30 pm
Additional information: none
B
1 I'd be grateful if you could (give me a double room too ...)
I'd appreciate it if you could (give us as many rooms with baths as
you can.)
103
Answer key
s —
mm Sound smart
1 a There are five syllables in analytical.
b The main stress is on the middle syllable as shown by the stress
a 1 b 6 c 4 d 7 e 3 f 5 g 2 pattern 00O00.
Your own answers. 2
creative flexible methodical

1 Established: 1989
Main activity: provides microchip technology to computer efficient confident reliable
manufacturers determined sociable well-organized
Headquarters: Cambridge Turnover: over £250 million
No of employees: 1100 worldwide Current market share: 15%
2 b
the best products - Quality / the most competitive prices - Prices / 1 Michiko uses I'm in charge o f ... / My main responsibility is to ...
in the quickest time frame - Speed Carl uses My job involves ... / I'm mainly concerned with ...
3 b President c Human Resources d R and D Youssry uses I'm interested in ... / I'm responsible f o r ...
e Technical Support f Sales and Marketing Heidi uses My job involves ...
2 Your own answers.
2 Your own answer. Possible answer:

Drucher Bahn Systems was established in 1862. It is one of the leading Focus on prepositions with work
manufacturers of railway vehicles in the world. It is at the forefront of 2 in 3 with 4 in 5 on 6 to
2
technology in its field. The carriages it manufactures are 20% lighter than
the competition. It has enjoyed rapid growth in recent years and has an
annual turnover of 575 million euros. It has around 15 per cent of the [ujm oG9
market. Over 12 thousand people work for the company, which is based
in Berlin, in Germany. It is headed by Hans Kilmer, the Managing Director.
The company is organized into five divisions; Operations, Production, a 6 b 5 c 4 d 3 e 2 f l
Business Development, HR and Finance. The Operations division includes Your own answers.
two departments, Design and Maintenance. The Business Development Your own answers.
division is made up of the Strategy and Project Management departments.
3 Your own answer. Refer to the example above as a model.
C 1
1 Let me introduce you to our General Manager. Conversation 1
Can I introduce you to Sonya? The assistant promises to process the order and send the book.
I'd like you to meet our new marketing director. The customer is not satisfied because the book hasn't been sent yet and
I want you to meet the rest of the team. the assistant can't guarantee when it will be sent.
2 You hear: This is ... / Let me introduce you to... / I want you to m e e t... Conversation 2
3 Carol Parks: Accounts Manager Tim Starks: Payroll Manager
The problem is the wrong printer cartridges were delivered.
Helen Green: CFO
The assistant promises to post the correct cartridges by special delivery,
All these people work in the Finance Department.
and gives the customer a £30 credit.
The customer seems very satisfied.
Focus on job titles
2 Chief Executive Officer 3 Chief Financial Officer 2 b very busy recently c I'll check d immediately e the mix-up
4 Vice President 5 Chief Information Officer f computer problems g a moment h right away
6 Chief Operations Officer
1 ask someone to be patient: e, g apologize: a, e
promise to take action: d, h explain the cause of a problem: b, f
1 Carl a Youssry c Heidi e 2 Your own answers. Possible answers:
2 Carl: expenditure / investments / budget allocation / resource b I see. I'm very sorry for the delay. I'm afraid we've been very busy
management. this month.
Youssry: people / hiring and firing / welfare and professional c I'm very sorry for the inconvenience. Unfortunately we're having
development / staff problems with our website.
Heidi: design new technologies / research and study / practical testing d Oh, I do apologize. I'm afraid there has been an administrative error.
and trials e Oh dear. I'm very sorry. Unfortunately the manager is ill today.
b I do apologize. I'll sort it out right away. I'll book an engineer to fix it.
c I'm very sorry for the mix-up. I'll get onto it immediately. I'll arrange
They all need to be flexible, efficient, reliable, good with computers, etc.
to exchange it for the right one.
Michiko: creative, able to meet deadline, good at communicating
d I do apologize. I'll sort this out for you immediately. I'll refund the
Carl: analytical, good at solving problems
15% .
Youssry: sociable, good at communicating, a good listener
e I'm very sorry. I'll get onto this right away. I'll ask someone to call you.
Heidi: analytical, methodical
3 Your own answers.
104
Answer key
4 Your own answers. Possible answers: 2 b Would it be possible to speak to Mr Fredericks, please?
b Please give me a moment and I'll check. Yes, we should be getting c Will he be available this afternoon? d Could you ask him to call
some more in next Monday, me? e Thanks very much. Goodbye.
c Yes, I'll send one special delivery as soon as we have them, 3 2 e 3 a 4 d 5 c
d You're welcome. Goodbye. 4 2 Is Sharon there? 3 Do you know when she'll be back?
4 When she gets in can you say ...? 5 Thanks a lot. Bye.
5 Conversation I is more formal. Full names are used, and polite
questions.
b You want to order a pair of blue Extra-light trainers, is that correct?
c You want to order a plasma screen 32-inch TV, at €949, is that right?
Focus on telephoning
d You want to order a 5-piece Analon saucepan set, is that correct?
b at c in d in e through f on g from h back
e You want to order a red Valencia sofa and you'd like it to be
delivered on Monday 1st June, is that right?
B
Sound smart I a 5 b 6 c l d 3 e 2 f 4
2 a I /j/ asked you /w/ over a month ago for a brochure, 2 Your own answers. Possible answers:
b Please give me /j/ a moment to check, b I see. Will she be available this afternoon?
c I'll get onto Iw l it immediately, c Could you ask her to call me as soon as possible?
d We'll post the /j/ order special delivery, d [your name] from Suntours international. My mobile number is
e I'll post it in the /j/ afternoon, 07967 324094.
f Can I /j/ ask who Iw l is speaking, please? e Thanks very much. Goodbye.
g I do /w/ apologize for all the /j/ inconvenience, 3 Your own answers. Possible answers:
h You sent me /j/ an email to /w/ ask about delivery, b Do you know when she'll be back? c OK. Can you say I called?
i I’ll be 1)1 out of the /j/ office all next week. d I'm on extension 344. e Thanks a lot. Bye.
D
1 Conversation 2 is more formal. Full names are used, and polite questions.
1 a4 b 2 c5 d 6 e3
2 2 a message 3 try 4 line's engaged 5 This is
2 b keeps crashing c print anything
6 Would you like 7 you through 8 on another call
d go through e doesn't work f record anything
3 a 1,5 b 4,8 c 3,7 d 2,6
3 Your own answers.
4 2 a 3 f 4 b 5 e 6 d D
5 a The problem is that the photocopier won't work, 1 a 2 b 6 c 1 d 4 e 5 f 3
b They open the copier and look inside, 2 Your own answers. Possible answers:
c Some paper was stuck inside. b I'm afraid she's on another line right now.
c Would you like to leave a message?
d Certainly. Can I ask who's calling?
It might be worth opening it; You could try pulling th a t ...
e That's fine. I'll make sure she gets the message. Thanks for calling.
Have you tried switching it o ff... What about pressing the .
b No, sorry. The line's engaged.
b Have you tried asking a technician to look at it?
c Can I take a message?
c It might be worth reducing our prices,
d Sure. No problem. Samantha, isn't it?
d What about having a special promotion?
e OK. I’ll pass that on for you. Bye for now.
e You could try giving the staff a bonus,
f It might be worth changing supplier. ---------------------------------------------------------------------------------N
Sound smart
3 b l l words (the contraction you're counts as two words, you are)
QDddOGIO c 8 d 7 e 8
E
Your own answers. 1 Your own answers. Possible answer:
Do sound relaxed Don't eat while you speak The man is on a busy street, with a lot of noise from traffic in the
Do be polite Don't use slang words background.
Don't speak quickly Do speak clearly 2 1 b 2 c 3 a 4 e 5 d
Don't rush the conversation Do sound friendly 3 b run that by me c speak up d bad connection e a little slower
Do speak naturally Don't continue to work while talking 4 Your own answers. Possible answers:
Your own answers. b Can/Could you speak/Would you mind speaking a little slower,
please?
A c Sorry. Can you run that by me again?
1 Conversation 1 d Would you mind spelling / Do you think youcould spellthat for
b He's in a meeting, c He should be free after lunch, me?
d He asks that Mr Fredericks calls him because ifs important e I think we have a bad connection. I'll call you back.
Conversation 2
e The Accounts Department, f Because he needs to check some
figures, g Because she's out of the office, h To tell her that he
has called.
105
Answer key
QMS11 Sound smart

1 a We need to expand our European operations, not close them
Get ready to listen and speak down!
Your own answers. ... say the relevant words(joudefr/s o fte r than the other words.
Your own answers. Possible answers: 3 a Sales should be increasing, not falling.
- read the agenda in advance b We need our staff to work longer hours, not shorter,
- ensure everyone has the chance to participate c We should be hiring staff, not firing them,
- keep the meeting on track (not allowing too many digressions) d We need more skilled labour, not unskilled labour,
e We need to be more competitive, not more expensive.
I b let me thank c especially like to d purpose of e can see from

2 2 a 3 c 4 b 5 d 1 2 c 3 a 4 d
3 Your own answers. Possible answers: 2 These meetings don't tend to be particularly useful.
Other expressions might include Strategies 1 and 4
a getting everyone's attention Would you agree that on the whole, our performance wasn't very good?
OK, everyone. Are we ready to start?
Strategies 1, 3 and 4
Can we start? 3 Your own answers. Possible answers:
b thanking people b On the whole sales haven't been very good,
May I take this opportunity to thank everyone for being here today?
c Customers tend to think the quality isn't very good,
I'd glad you could all make it. d In general, would you agree that the senior management might be
c welcoming people
to blame?
I'd like to introduce everyone to ... e On the whole, the company's reputation may have suffered slightly.
d explaining the aims of the meeting
The main reason we're here is to ...
I've called this meeting because ... (LD[fD0,G 1 2
e referring people to the agenda
If you look at the agenda you'll see ... Get ready to listen and speak
We have five main items to discuss, ... Your own answers.
4 b False. Ian has also come from Spain, c True d True e False Your own answers.
There are several items to cover.
B A
1 1 Do: decide what is important; use abbreviations/symbols/numbers;
organize your notes effectively; try and predict what you will hear;
1 ' t T T ' * ''A listen for the main ideas; rewrite your notes asap
David / Don't: note everything; write everything in full; panic if you miss
Inessa / something
2 a She says a lecture is not a dictation.
Javier / b Before the lecture you should ask yourself what you already know
Ian / about the topic. During the lecture you need to think about where
the talk might be heading,
2 b I'm not completely opposed to it.c I can see pros andcons each
c By paraphrasing and summarizing.
way. d I'm in favour of it. e I'm not very keenon the idea at all.
d To review notes effectively you need to rewrite them, reorganize them,
3 2 I see your point, b u t...
highlight the main points and add your own thoughts/comments,
3 Perhaps we should consider...
e The two advantages she mentions are that this will help everything
4 I have no problem with that.
sink in and also provide a useful study aid.
5 I can't agree to that, I'm afraid.
4 b 1 c 4 d 3 e 5
Focus on arrows, symbols and abbreviations
,
1 + 9 i
Focus on the language of meetings
2 e.g. 10 /
2 g 3 h 4 b 5 a 6 d 7 e 8 f
\ ______________________________________________________ 3 imp. 11 poss
4 etc. 12 temp.
c 5 msg 13 vs.
1 1 a, e 2 b, g 3 h, j 4 c, f 5 d, i 6 T 14 =
2 Could you let [Javier] finish, please? 7 A 15 info
Does anyone have anything else to add? 8 C 16 yt-
Shall we move on? 2 Your own answers.
3 Your own answers. Possible answers: 3 Your own answers.
b I think we need to look at this in more detail. / Perhaps we should
discuss this a bit more,
c I'm not sure that holiday entitlement is relevant here. / 1think
we're drifting off the point a bit.
d Shall we move on? / OK. Does anyone have anything else to add?
e Let's go over what we've agreed. / OK, to sum up then ...
106
Answer key
1 2 b 3 b 4 b 5 b 1 b Can you go into a bit more detail on ...?

2 Your own answers. Possible answers: c What exactly are you getting at when you ...?
Background to economic success d Would you expand a little on ...?
Mass. econ growth / last 40 yrs / most signif geopol event 21 stC. late 2 Your own answers. Possible answers:
70s (econ rfms) b Could/Can you go explain what you mean by economic superpower?
Growth statistics c What exactly are you getting at when you refer to the 'draining
Grown av. 10% pa / Exports t effect' of migration from countryside to cities?
Ind prod 17% pa. t d Would you expand a little on the environmental cost of economic
>2001, 2x glob. Man. output. success?
No. 2, but will overtake US nt lOyrs. e Could/Can you go explain what you mean by skill shortage?
f Can you go into a bit more detail on the causes of rising inflation?
A population on the move
pop. 1.3bn.
200m people rural > urban areas Q M Q 13
middle class t
Economic deficiencies
many manufac. comps Slide a is a line graph, slide b a pie chart and slide c is a bar chart.
foreign
wages poss. t
Future challenges 1 a 2 b 1 c 3
must T investment in skills + training 2 a International visitor arrivals
must produce own experts + entrepreneurs b The importance of the Australian market
3 Your own answers. Refer to the answers above as a model. c Reasons for travel to New Zealand
3 a Australia, the UK, the Americas, North-East Asia.
C b Low airfares and aggressive marketing by New Zealand's Ministry
2 Your own answers. Possible answers: for Tourism.
The talk was about China's economy. The speaker began by talking about c The predicted rate of growth is 3% per annum (per year),
the emergence of China as a major economic power, which started d Most tourists are interested in sightseeing and outdoor activities,
with economic reforms in the late 1970s. Then she gave some statistics e VFR means Visiting Friends and Relatives.
about China's economy today. It's the second-largest in the world, and
C------------------------------------------------------------------------------------------- \
should overtake the US in a few years. She went on to talk about China's Focus on describing statistics
population, and the migration from rural to urban areas. 1 b 4 c 5 d 2 e 6 f l g 7 h 3
She then talked about some possible weaknesses in the Chinese 2 2 e 3 f 4 a 5 c 6 b
economy, like the fact that if wages rise, China might become less -
attractive to foreign companies. Finally, she talked about the challenges
facing China's economy, in particular the need for China to produce its
B
1 b this chart c shows d can see e As you f draw
own experts and entrepreneurs in the future.
2 See the audioscript for suggestions onhow to describe the slides on
D page 60.
1 Summary a is better. 3 Your own answers. Possible answers:
2 Your own answers. Possible answers: Visitor arrivals
Summary a You'll notice that the most popular months for visitors to come to New
Strengths: This covers all the main points. It is well-organized and Zealand are between November and the end of March. You can see
accurate, and uses a variety of appropriate signposts (words like: Then from this chart that there is almost no change in the popularity of each
..., Finally etc.), including some useful detail. month year after year. Numbers increase sharply from November,
Weaknesses: There are no specific statistics, and the speaker does not reach a peak in December, and then drop slowly from there. The least
explain why dependence on foreign companies may be a problem in popular months are from May to the end of September.
the future. Total experience
Summary b You can see from this chart that the total expenditure of tourists in
Strengths: Some useful information covered, together with the main New Zealand was level between 1988 and 1994, but then increased
points. Signposts are OK. dramatically to 1995. It levelled out briefly before a brief drop and since
Weaknesses: It misses a lot of information, e.g. background and 1996 tourism expenditure has been increasing steadily. It levelled out in
fails to mention relevant details, e.g. says China's economy is still 2002 but forecasts up to 2012 show a steady rise is expected.
not the biggest, rather than is second behind the US, which is more
Growth in visitor arrivals
informative. It is vague, e.g. millions rather than 200 million. There is
Now, this graph shows the forecast up to 2012. You can see that the
nothing on the challenges for the future.
percentage increase in numbers will remain steady at around four per
cent until 2011 when a sharp rise is expected, which will fall in 2112
1 Your own answers. Possible answers: to around 3 per cent. Looking back, the biggest rises in tourists coming
b cost of labour c middle class = 'backbone of China's success' to New Zealand have been in 1994, 2000 and 2004. There were
d impact of China's economic growth slight negative growth periods in 1991, 1997 and 1998.
2 2 a 3 b 4 d
3 b driving at c trying to make d saying
107
Answer key
Sound smart [M G 1 4
2 If you want to list several points one after the other, your voice
should go(upy down on the first two examples, and then go up /
(Sown)on the final example. a T b T c T d T
Your own answers.
4 a Great Britain is made up of three countries; England, Scotland
and Wales.
1 c
b Wales is popular for walklngjts great beacte and its many
2 a The discussion is fairly well-balanced. Three people are in favour of
castles. protecting languages and two people don't agree,
b Ifs a bit of both. The discussion starts strongly in favour of protecting
In Scotland tourists visit Edinburgh, Loch Ness and enjoy the languages, then reservations and counter arguments are made and
great scenery. things become increasingly heated. The discussion never becomes
hostile, though. A good seminar should involve lively discussion!
Popular tourist destinations in England are the c Not completely. Three speakers (A, D and E) do most of the talking.
3 a5 b 1 c 3 d 4 e 2
Lake District, Cornwall and of course London.
4 a According to the UNESCO report, there are more than 6000
London's top attractions include the London Eye, the languages in the world today, and over half are in danger of dying
out by 2100.
Tower of London and Buckingham Palace. b Speakers of the Ainu language come from Japan. Speakers of the
f Three popular musems are the National Gallery, the Maori languages live in New Zealand,
c In 1991, only 19°/o of the population of Wales spoke Welsh. Today
British Museum and the Tate Modern. ifs around 25%.
d The arguments in favour of language revitalization are: languages tell
us about who we are; you can't separate language from culture,
e The arguments against language revitalization are: it might be
1 Linking supporting ideas: in addition, also, furthermore, moreover
natural for languages to become extinct; speaking the same
Contrasting different ideas: although, whereas, despite, however
language might help global understanding; the cost of protecting
minority languages is high; the money could be spent on saving
b However, you'll notice that in May whereas sales continue to rise,
people from starvation and disease.
profits fell.
c I'd like to draw your attention to the figures for our turnover. You can
see from this chart that although domestic turnover has increased 1 2 a 3 b 4 a
from 4 million last year to 4.5 million this year, international turnover 2 Your own answers. Possible answers:
has fallen from 3.7 million last year to 3.2 million this year, b I think you might be mistaken on that point. I think it's over 3,500
d You can see here that salaries have continued to rise for managers years ago.
and also workers, c I don't think you've got that right. I think a third of all languages are
e What we can see here is our performance as regards customer African languages,
service. Interestingly, despite fewer complaints the level of returns d I think you might be mistaken on that point. I think ifs written from
has remained the same. top to bottom and right to left,
e I don't think you've got that right. I think ifsBasque,
Focus on expressing contrast f I think you might be mistaken on thatpoint. I think they speak
b in spite of c However d Although e whereas Portuguese.
f Even though 3 Your own answers. Possible answers:
b I don't quite see it like that. I think it depends on the individual,
D c I'm not sure I agree. I think ifs too expensive to do that,
1 Your own answers. d I don't quite see it like that. I think it would be less interesting,
2 Your own answers. e I'm not sure I agree. I think language and culture are closely
The expressions you hear are: connected.
a Asa result... b For example, In other words . f I'm not sure I agree. I think more people are learning English.
d To sum up, then ...
Your own answers. Sound smart
1 B sounds more polite. The speaker's voice is softer and calmer.
2 I'm not sure you've got that right. B That's not quite how I see it. A
1 1 b, f 2 c, e 3 a, d
I'm not sure I agree. A Sorry, can I finish what I was saying? B
b Right, I've told you about productivity so let's move on to profit. The
crucial point here is that corporation tax has gone up by 2%.
1 I'd like to hear more about the ...
c Now we've looked at staff levels let me turn to salaries. The thing to
Do you have any specific details about the ..
remember here is that there have been no pay rises for two years,
Can you give an example of a ...
d OK, I've told you about domestic marketing. Now let's move on to
international marketing. The crucial point is that here we can see
some big cultural differences,
e We've looked at the workforce. Now let's turn to the management.
The thing to remember here is that there are currently far fewer
women than men in managerial positions.
108
Answer key

b Can you give an example of any endangered languages? 2 Your own answers. Possible answers:
c Do you think you could say a bit more about language revitalization? b Do you think I should stay for one month or two months?
d Do you have any specific details about the rate of decline of c What do you think of going to London, or maybe Cambridge?
minority languages? d Do you think it's worth staying with a host family, or should I stay in
e I'd like to hear more about the threats to African languages, if possible, a hotel?
f Do you think you could say a bit more about the future of e Would you recommend studying for 15 hours a week or 28 hours
language development? a week?
f Do you think I should study General English or for an exam like
IELTS or TOEFL?
1/2 2 Basically 3 asking 4 another 5 suppose
g What do you think of going to the US or Australia instead?
3 a 3 b 1 c 5 d 4 e 2
T b F (They will not be considered if they are handed in late.) c T

1 b of what you've c go along with d really do think
d F (Students must do a 15-minute oral.) e F (There are 23.) f
e the way I feel f back to the point g got it wrong
T
h what I meant i you're saying j you think k finish what I
2 Grading system
I say something
30% Final exam 20% Written assignments
2 1 j 2 a 3 l 4 k 5 g 6 f 7 e 8 c 9 b l 0 i
10% Oral report 10% Preparedness/participation
I I h 12 d
Grades
A 90+ B 80-90 C 70-80 D 60-70 F 59 or below
1 What's your opinion? / Do you agree with ...?
3 a Each written report represents 5% of the final grade. (There are
2 Can you go over that? Could you say what you mean?
four reports and together they make up 20%. Each report has
3 Can I add a point here? / Do you mind if 1interrupt?
'equal weighting')
4 I'd rather you waited until I've finished. / Can you let me finish?
b The exams are organized in two parts. A multiple choice test and
5 Sorry, I misunderstood.
then four short essay questions,
6 I think we're drifting off the point slightly.
c The oral report takes the form of a 15-minute presentation (on a
7 You're right. / Yes, I agree (completely).
topic of the student's choice related to the main course themes),
8 I don't agree (at all). / I think you're mistaken/wrong.
followed by a Question and Answers session also of 15 minutes,
9 I don't completely disagree b u t... / That's a good point b u t...
d Students need to attend at least 80% in order to pass. As there are
10 Let me see if I've understood correctly. / Am I right in thinking ...
23 classes, if they miss more than four classes they will fail.
11 You didn't understand what I said.
12 I'm absolutely sure/convinced th a t... / I strongly believe th a t... E
1 The Library closes at 5pm on Saturday. It is not open on Saturday out
of term time, and there is no admittance 15 minutes before closing.
Q » 1 5 2 b rare books and manuscripts c main catalogue
d special collections
Get ready to liste n and sp eak 3 a The Reading Room and the North Wing b a password c books
Your own answers. published before 1978
Your own answers. 4 2nd year students N/A
Your own answers. 3rd year students 5 books for up to 8 weeks
Academics 10 books for up to 8 weeks
Research students 10 books for up to 8 weeks
They feel that studying will benefit their employment prospects.
They are both interested in having international careers.
1 Your own answers.
They both want to develop their language skills.
2 b where to find a book c access the Internet d make copies
e have the book I want f overdue books gclear away books
2 Stefania says: I plan to ... / My main goal is to ... / I expect... will h using the library
help me to 3 2 e 3 h 4 d 5 b 6 a 7 f 8 g
Habib says: I intend to / I hope it'll help me to / that's the main 4 a True. Wi-Fi hotspots are 'dotted around the place',
purpose / I hope to b True. £5 for university members, £ 10 forothers,
3 Your own answer. Possible answer: c True. You just need to 'sign up',
I plan to go to San Francisco Language Center next summer, for two d False.Only if it's a journal and you needpermission,
months, on their American Language and Culture Program. I'll stay with e False.'You'll soon get used to it',
a host family while I'm there. My main goal is to improve my English. f False.It's called Library Services,
I'll have 26 hours of tuition every week and get lots of practice in g False.There are 'virtually no exceptions',
communication skills. I hope it'll help me to become more confident h False. If you use a Retainer slip, staff won't take it away.
when I speak in English. I also expect I'll learn about American culture
and get to know the people better and the lifestyle. It'll be fun to make
friends with people from all around the world, too. What I hope to get
from this is a better understanding of the language and culture of the
United States.
109
Answer key
Sound smart 2 Juan b, c Mark a, e Amelia d

1 The speaker's voice goes up at the end of questions a and c. 3 Your own answers.
The speaker's voice goes down at the end of questions b and d. 4 Your own answers. See audioscript for possible answers.
2 Questions that have a Yes/No answer usually have rising intonation.
Questions that begin Wh- usually have falling intonation.
Focus on personal qualities and skills
3 The intonation rises at the end of these questions: 1 2 d 3 a 4 e 5 b
c Can I access the Internet on my laptop?
2 well-organized P opinionated N boastful N strong-minded P
d Can I make copies? domineering N tactful P creative P vain N determined P
g Do staff clear away books every evening?
3 Your own answers.
h Can I get any help on using the library?
The intonation falls at the end of these questions: C
a How exactly do I go about searching for a book? 1 a 5 b 1 c 4 d 2 e 3
b How do I know where to find a book once I have its location? 2 I e 2 c 3 b 4 a 5 d
e What if the library doesn't have the book I want? 3 2 Good 3 QK 4 Poor 5 Poor
f What's the charge for overdue books? 4 Your own answers. Possible answers.
1 Raj gives a good example of how he is organized (using a filing
system) and answers the question fully.
0UddB G 1 6
2 Raj explains the problem clearly, and why it was important (the
company was losing a lot of money). He showed he worked hard to
G et ready to listen and sp eak overcome the problem independently.
Your own answers. Suggested answers'.
3 Raj describes the problem clearly, and the solution he came up with
Don't appear interested only in the salary and benefits. solved it easily to everyone's benefit. However, he does not explain
Don't appear over-confident or superior. how he convinced the management and workers to accept the
Do arrive punctually. changes (i.e. exactly how he used interpersonal skills).
Don't criticize your current employer or colleagues. 4 Raj points out his ability to research new areas independently, and
Do dress smartly. shows initiative in asking colleagues. However, he doesn't give a
Don't look at the wall or floor when you talk. concrete example so it is very vague and lacks the necessary detail
Don't mumble or fail to finish sentences. to satisfy the interviewer.
Do research the company beforehand. 5 Raj clearly indicates his preference to leave difficult decisions to
Do show enthusiasm. others.
Do tailor your CV to fit the job.
Your own answers. Sound smart
] The most confident speaker is Speaker 2.
A Speaker 2 speaks clearly, not too quickly, and pauses where
1 Maria refer to 6 tips (in order): appropriate. Her pronunciation is good and her stress and rhythm
Do research the company / tailor your CV to fit the job / dress smartly sound natural. She doesn't speak too quietly or mumble (Speaker 3)
/ arrive punctually / show enthusiasm and she doesn't hesitate (Speaker 1) or speak too fast. She manages
Don't appear over-confident or superior. to come across as lively and enthusiastic.
2 Talk about any relevant work experience. 3 Your own answers.
Mention any qualifications that relate to the job.
Mention any skills or special training you have. D
Explain what you can bring to the organization. 1 Speaker 1 Tell me about a time you failed badly at something.
3 Mark gives the best response. (See below for details.) Speaker 2 If you like your current job, why do you want to leave?
4 Juan: This is OK, but there are some irrelevancies and not enough detail. Speaker 3 What do you think is your greatest weakness?
Good points: gives some academic background and work experience, a Speaker 2
including current position. Talks briefly about some skills. Gives an b Speaker 3
idea of why he wants the job. Bad points: no indication of type/level c Speaker 1
of qualifications. Fails to expand in enough detail on his experience, Your own answers.
or show how his experience might help the company. Talks about
personal life and hobbies.
Mark: This is clear, logical and concise. He covers all the main points ® @ w Q @ \w 2
well and sounds enthusiastic.
Good points: gives appropriate details of academic background and work Section 1
experience. He explains why he wants the job, what he can bring to the 1 c 2 b 3 c 4 c 5 a 6 a 7 c 8 a 9 c 1 0
organization and also hints at the positive effect he could have. Section 2
Bad points: he could expand in more detail on exactly how his MBA 1 a 2 b 3 c 4 b 5 c 6 c 7 a 8 b 9 b I 0
has helped him (i.e. what marketing strategies in particular he has Section 3
used effectively). 1 b 2 a 3 b 4 c 5 b 6 a 7 c 8 b 9 c l 0
Amelia: This is the weakest of the three.

Good points: gives some ideas of personal qualities and skills.
Bad points: disjointed and illogical order, no academic details, poor
explanation of her experience and no attempt to relate this to the job,
irrelevant personal details.
110
Answer key
Section 4
Possible answers
1 Oracle Inc was founded ".-.enty years ago. It is based in Sweden. Its
main activities a-e computer chip manufacturing and electronics. It
has a turnover of around five million dollars. It is headed by ...
2 Could you possib . let me have a room with a bath rather than a
shower? / I'd be grateful if you could give me a room with a bath. / I
wonder if you could find a room with a bath for me?
3 I'm in favour of it / I can see pros and cons each way. / To some
extent I agree. / I’m not very keen on the idea at all.
4 Have you got anything for cleaning marks off clothes? / I need
something to get this mark off my jacket. / I don't know what it's
called but it's a liquid you use to clean marks off clothes.
5 I'm well-organized, determined, reliable and I can work well under
pressure. I enjoy communicating with people and I'm a good listener,
too.
6 Would it be fair to say that the latest sales campaign was not a great
success? / On the whole, I think the results were rather disappointing.
7 Lizzie, John. I want you to meet Mr Stevens. He's just joined us. He's
our new marketing manager. / Mr Stevens. I'd like you to meet two
of my colleagues. Lizzie and John. / John? Lizzie? This is Mr Stevens.
He's the new marketing manager.
8 I could really do with a hand to move this cabinet. / It would help a
lot if you could give me a hand to move this filing cabinet.
9 I work in the Accounts department. My job involves making sure that
the company operates within budget. My main responsibility is to
keep expenses down.
10 Sorry to disturb you. Have you got a minute? It's rather urgent. / Are
you in the middle of something?
111
C A M B R ID G E English Language Teaching
Real skills for real life

A brand new, four-level skills series
For photocopiable skills Listening & Speaking
activities, try these Level 1 Level 2 Level 3 Level 4
Copy Collection titles...
in a a i
W ith answers & With answers & With answers & W ith answers &
Audio C D s (2) Audio C D s (2) Audio C D s (2) Audio C Ds (2)
Book & Audio CD Book Book
978-0-521-60848-0 978-0-521-53287-7 978-0-521-53405-5 97 8-0 -5 2 1 -7 0 1 9 8 -3 97 8-0 -5 2 1 -7 0 2 0 0 -3 97 8-0 -5 2 1 -7 0 5 8 8 -2 97 8-0 -5 2 1 -7 0 5 9 0 -5
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Listening Extra S S Speaking Extra §5
Writing
Level 1 Level 2 Level 3 Level 4
Book Book & Audio CDs (2)

a.
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Cassette Cassette Cassettes
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Level 2 Level 3 Level 4
Please o rde r t h ro u g h yo u r u su a l bookseller.

In case o f difficulty, p le ase contact:
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The E dinb urgh Building,
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Tel: +44 (0)1223 325922 With answers With answers With answers With answers
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Bring your skills to life

For teacher's notes, visit: www.cambridge.org/englishskills
C a m b r id g e
CRAVEN M.
L isten in g 4
?JJ.:.1J .!!? 43:808<075-8)
71000003252
71000003252
Listening & Speaking 4

with answ ers for self-study
Have you studied long and hard, but still feel unprepared for everyday life in a:
CRAVEN M.
world? Then R eal Listening & Speaking could be just w hat you need. L i s t e n i n g 4 /CD 1
811.111'243:808(075.8)
You can develop the listening and speaking skills you need to feel confident in an 71000003253
- whether you're travelling, studying, at work or just chatting with English-speakin
71000003253
based around the themes of Social and Travel and Work a nd Study cover a whole range or ev am r.k’i
situations and really help you to feel sure of the English you're using in your daily
O Feel more confident listening and speaking in English

A range of tasks based on real-life situations and texts w ill give you the c
any situation. CRAVEN M.
O Develop coping strategies that you can use in everyday life
L i s t e n i n g 4 /CD 2
Learning tips throughout the book w ill help you develop the listening and 811 .111 '243:808(075.8)
that you need. 71000003254
O M onitor your progress
71000003254
A unit-by-unit checklist, based on the ALTE Can-do statements, lets you see ii i i
achieved - and feel proud of it!
This book also gives you:

O cultural notes, helping you to put what you have learned into context
O the chance to take your learning off the page and into your daily life, through extra ‘real
w orld’ practice tasks
O bonus tasks suitable for pair and group work, giving you even more opportunities to get it right!
Teachers can visit the dedicated website at www.cambridge.org/englishskills to access complete

teaching notes.
Cambridge English Skills series is specially designed Discover the other skills ...
for learners wanting to communicate confidently in
English, and offers the flexibility to be used either in
the classroom or for self-study.
Also available:
Real Listening & Speaking 4 without answers
You could also try:

Cambridge
Advanced C a m b r id g e
Learner's U N IV ER S IT Y PRESS
www.cambridge.org
ISBN 978-0-521-70590-5
9780521705905
ISBN: 978-0-521-71266-8 ISBN: 978-0-521-69376-9 9 78C 52 705905 >

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C a m b r id g e English Skills

Cambridge University Press

© Cambridge University Press 2008

This publication is in copyright. Subject to statutory exception

First published 2008

Printed in the United Kingdom at the University Press, Cambridge

Cambridge University Press has no responsibility for the persistence or

Socializing start up a conversation and make small talk

Shopping ask about products in detail

Healthcare enquire about and register for health services

Bureaucracy ask about official procedures

Sightseeing show visitors around your home town

7 I’d appreciate it Requesting o understand detailed requirements

9 I’ll sort it out Problems at work o handle customer complaints

11 Shall we move on? Meetings o identify other people's opinions

12 I’d like to begin Attending lectures o take notes effectively

13 Let’s take a closer Giving lectures and o understand detailed information

14 Can you expand Participating in a

16 I work well under Interviews e describe yourself and your strengths

p. 13: graphs and figures on tourism with permission from

Level Book Author

Real Reading 1 without answers Liz Driscoll

Real Listening & Speaking 1 without answers Miles Craven

Real Reading 2 with answers Liz Driscoll

Real Reading 2 without answers Liz Driscoll

Real Reading 3 with answers Liz Driscoll

Real Reading 3 without answers Liz Driscoll

Real Listening & Speaking 3 without answers Miles Craven

Real Reading 4 with answers Liz Driscoll

Real Reading 4 without answers Liz Driscoll

Real Listening & Speaking 4 without answers Miles Craven

W h e re are th e teacher's notes? W h a t is th e best w ay to use Real L is te n in g &

A Listening - Starting a conversation

2 f © Listen and match each response (1 -6 ) w ith a conversation

B Listening - Making small talk

10 ® Social and Travel

C Speaking - Keeping a conversation going (1)

^ c I'm going on holiday soon.

d I went to Paris last week.

• ,*4 . e I moved house last Monday.

Nick: Oh. I see. How long have you worked there?

D Speaking - Keeping a conversation going (2)

3 In which question ... a you / not live in London

1 Make each statement a question by adding a

b A: I don't like classical music at all. Did you know ...?

3 I € l ) Listen and check. Then play the recording

Imagine you are at a party. Stand up, mingle with your

Julie: It said on the news that

2 Look at each conversation again and tick /

12 ® Social and Travel

4 * © Listen again and match

I can start up a conversation and make small talk.

I can keep a conversation going using a range of question techniques.

I can understand when someone is being ironic.

I can use intonation to indicate emotions such as enthusiasm.

o Tick / the items you own.

A Listening - In an electrical shop

B Listening - Asking for information

14 ® Social and Travel

a .J... b c __ d ......