WEEK 1

Career – Text

Check unknown vocabulary before you read the text:

cubicle – A small compartment, as for work or study

appearance – the state, condition, manner, or style in which a person or object

appears; outward look or aspect

reflection – an image; representation as in a mirror

capability – capacity; ability

flaw – defect; fault

within easy reach – not too far from you

to jot – to write or mark down quickly or briefly

train of thought – the connections that link the various parts of an event or argument
together

secure – free from danger or harm; safe

to stack – to pile, arrange, or place in a stack / pile

to alleviate – to make easier to endure

out of sight, out of mind – “if you do not see something, you do not remember”

anxiety – distress or uneasiness of mind caused by fear of danger

accomplishment – something done; fulfillment

to track – follow

to spin out of control – to move or run so fast that one cannot stop it

Is a messy office bad for your career?

Some say a messy cubicle makes a bad impression. Others say bosses only care whether you
get your work done. Who is right? People often don't realize that piles of paper, boxes in
corners, and stacks of stuff behind the office door can affect one's upward
mobility. Appearances are important.
Why? Your office is a reflection of your capabilities. Even though a messy desk isn't a sign
of a character flaw, it does tend to give your managers and colleagues the impression that the

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job is too much for you to handle, you can't make decisions, you are not doing the job, or all
of the above. Okay, then. Time to tidy up. Here's how to get started:
Store the information and materials you use most often within easy reach – perhaps in your
right-hand desk drawer.
Put things away as soon as you stop working on them. If you're working on something and
get interrupted, try posting a sticky note on the page, jot your thoughts on it, and then file it.
That will help you pick up your train of thought more quickly when you get back to it again.
Keep a to-do list close at hand, preferably sorted by category (Do, Call, Write, etc.). Update
it at the end of each day.
Set up a filing system. Many people feel more secure when all their active projects are in
sight, but that doesn't mean everything has to be strewn across your desk. If any projects are
visible, they should only be the four or five that need your immediate attention on any given
day, stacked in a vertical file. Put them away as you go. Your day is complete when all the
files are off your desk. Noting each project on your to-do list, keeps everything within view
and alleviates 'out-of-sight, out-of-mind' anxiety.
Plan your day. A short daily session to review each day's accomplishments, and a weekly
plan to track your goals a week or two ahead of time, are a must. Planning helps to prevent
many of the fires that cause our days to spin out of control. If you do it carefully, it will also
eliminate most of the paper from your desk.

Career – Comprehension Check

1. “That will help you to pick up your TRAIN OF

THOUGHT” means
2. A weekly plan to track your goals a week or two ahead of time, is a “MUST”
means

3. When should you update your to-do list?

4. Which of the options best completes this sentence? “That will help you pick up
your train of thought more quickly...”
5. Which description best matches the “out-of-sight, out-of-
mind” anxiety?

6. Which linking word best fits this sentence? “ a messy

desk isn't a sign of a character flaw, it does tend to give your managers and
colleagues the impression that the job is too much for you to handle.”
7. Which impression could your messy office give to your
colleagues?
8. Which phrases best defines SET UP in this sentence? “Set up a filing
system.”

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 9. When should you put things away from your
desktop?
10. Your office is “a reflection of your
capabilities” means

11. The business format – Vocabulary and Phrases

12. Useful vocabulary and phrases

13. concise – covering much in few words
14. diligent – hard working
15. alienate – to cause to become unfriendly
16. casual – informal
17. dull – boring
18. ambiguous – having more than one possible meaning
19. notice of resignation – information of resigning from your job position
20. sufficient – enough
21. effective – starting on
22. to possess skills – have skills
23. team environment – setting in a team
24. in order – for the purpose
25. contribution – something that you give (opinions, money, time, etc.)
26. enclose – add to a letter (resume, receipt, etc.)
The business format – Tutorial
It is essential to understand that writing for a business context can be very different than
writing in the humanities, social sciences, or other academic disciplines. Writing for business
should be clear and concise. It should be to the point, specific and accurate.
In most cases, the business letter will be the first impression that you make on someone. For
this reason it is important that you are diligent in your task of writing an effective business
document.
Business writing varies from the chatty, conversational style often found in email messages to
a familiar co-worker, to the more formal, legalistic style found in contracts. In the majority of
memos, email messages, and letters, a style between these two extremes is appropriate.
Always remember, writing that is too formal can alienate readers, and an overly obvious
attempt to be causal and informal may strike the reader as insincere or unprofessional. In
business writing, as in all writing, knowing your audience is critical.
The use of personal pronouns is important in letters and memos. Do not refer to yourself in
the third person by using one or the writer. It is perfectly natural and appropriate to refer to

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yourself as I and to the reader as you. Be careful when you use the pronoun we in a business
letter that is written on company stationary, since it commits your company to what you have
written. When a statement is your opinion, use I; when it is company policy use we.
Clarity should be the ultimate goal of your business writing style. One way to achieve a clear
style, especially during revision, is to eliminate overuse of the passive voice. Although the
passive voice is sometimes necessary, often it not only makes your writing dull but also can
be ambiguous, uninformative, or overly impersonal. The active voice will keep the pace of
the letter moving. Use of personal pronouns and a positive point of view will keep a reader
interested. Two examples…
PASSIVE: It was discovered that the salary totals were incorrect. Who discovered it? The
Accounting Department?
ACTIVE: The Accounting Department discovered that the salary totals were incorrect.

STRUCTURE OF A STANDARD BUSINESS LETTER

SALUTATION – GREETING
Dear Mr, Ms X….. Yours sincerely / Sincerely yours
Dear Frank … Sincerely / Sincerely yours
Dear Sir / Sirs / Madam / Sir or Madam … Yours faithfully / Faithfully yours
Gentlemen / Ladies / Ladies and Gentlemen …
To Whom it may concern … Sincerely / Sincerely yours
In emails you could also write:
Regards
Kind regards
Best wishes
THE OPENING LINES: introduction and reason for writing
THE MIDDLE: explain your reasons for writing in more detail, provide background
information etc.
THE CLOSING LINES: summarize your reason for writing again and make clear what you
want the recipient to do
The business format – Practice 1

Fill in the missing words and expressions. The first letter prompt will help you fill in the right
word or expression.
Dear Mr Brooks,
a n
Please this letter as my formal of resignation from
e
MasterCars, 31 August 2007. The associations I've made during
e y
my here will truly be memorable for to come.

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 h s
I a two-week notice is for you to find a replacement for me. If I can
k
help to train my replacement, please let me .
o
Thank you very much for the to work here.
S
,
Gwendolyn Mayer

Email content starting with good wishes are always a great way of being social and friendly.
Remember that socializing is vital in the business world, and you don’t need to be so formal
all the time. However, always be respectful and think twice before bringing to the table things
that can sound offensive. These are some common examples that you can use:

I hope you are well/all is well: It shows you care about that person. It’s respectful and a safe
phrase to initiate a friendly approach.
I hope you had a great weekend/week/day: It depends on which time or day of the week you
are reaching out. This phrase is one of the most common in business emails.
I hope you enjoyed your vacation: It works when you have the information that the person
was in their vacation period and when you want to continue a conversation that had to stop
because of that.
I hope you feel better soon: When you know the person is recovering from a surgery or illness
and therefore wasn’t available at work. Please pay attention to its variations, so you don’t sound
like you are rushing them to do something. It may repel them instead of looking like a pleasant
wish.
I hope you enjoyed the (name of the event): When you are reaching out after a corporate
event that you have organized, using this phrase makes a great first impression, mainly if you
will ask for something on the email.

2. “I am writing to you about…”

When you are emailing first, you need to introduce yourself and talk about the email’s purpose.
Sometimes you need to remind that person of who you are if you have been in contact before.
You can be impersonal or do your homework and research about the recipient. Because when
you personalize your message to show you are familiar with their work or doings, you increase
the chances of receiving a reply. Here are some examples of general email phrases for
introductions and some inspirations for personalizing them.
General email phrases
It’s [your name] from [your company]: Start by introducing yourself with your name and
the company you work for. If you want to omit the company’s name at the beginning, that’s
fine, but be sure that this information will be placed somewhere in the email body.

I am writing to you about… Here you can insert anything related to a previous conversation
or meeting you had with the recipient. Also, you can use this introduction to talk about future
events.

I am writing to ask/inquire/let you know/confirm/invite you to/to update you on/ask

for…”: Use this when you want to ask for information, a positioning, make an invitation
without further ado. It’s a way to be direct and keep the email short.

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Might I take a moment of your time to…: If you want and/or need to be very formal, this is
the best choice.

I am reaching out because…: It’s an informal way to introduce the reason for your contact.

Personalized email phrases

I read your article about [topic] in [channel] yesterday/ this morning. I couldn’t help
thinking about…: This is an example of how you can start a conversation about something
the recipient has published or done recently. Ensure precisely what you’re talking about to
avoid misunderstandings and not to cause a contrary reaction to them.
Congratulations on [what the person has achieved]! I’m sure it’s inspiring to see how this
can help…: Sincere compliments are always welcomed. Once again, only talk about what you
are sure about this achievement and don’t exaggerate. Be completely honest with what you say
to them.

3. “Thanks for…”

Showing gratitude is an excellent way of keeping your recipient’s attention and overcoming
problems that come to you on customer service. Mainly because you need to focus on solving
these issues as smoothly as possible. And sometimes, the customer asked a simple question
and didn’t even know it was a mistake, and you end up exposing and highlighting it. Let’s see
some email phrases that will help in both cases:
Thanks for letting me know: This shows you acknowledge what the person has informed you
and shows appreciation for that.
Thank you for your understanding/patience: This kind of message compliments the
customer while you still acknowledge the problem they are having, without apologizing for
mistakes unnecessarily.
Thank you for your email about…: This helps to remind the person about the matter you are
talking about and opens up a more friendly conversation, depending on the content of previous
emails.
Thanks for sending/asking about/attending: It shows people that you acknowledge their
actions and appreciate them.
Thank you for reaching out (to me): This is a more informal way to appreciate someone’s
contact.
Thanks for your feedback on/your suggestion: It welcomes feedback and suggestions,
making the person feel secure to continue giving them to you.

Extra tip: If you need to apologize for a major failure, use something simple like “Please
accept our apologies for any inconvenience caused.” But don’t spend your whole email
apologizing. Instead, offer solutions for what has happened. Avoid using “Sorry for the
inconvenience” because it sounds vague, informal, and insincere.

4. “Just a quick/friendly reminder that…”

You can use this kind of email phrases to provide information or address reminders to your
recipients. It’s also useful when you want to call their attention to another thing in your email,
mainly if you are writing to talk about more than one matter.

Please note…: If you want to call the recipient’s attention to a specific matter, use this.

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Quick reminder…: This an informal way to introduce something that you want to highlight,
such as near expiration dates or incoming meetings.
I wanted to update you: Use this phrase to tell your customers about troubleshooting that
hasn’t been solved yet. Instead of openly addressing it as “an issue that hasn’t been fixed,” use
“update” as a form of saying that you’re working to solve it.
I’d like to inform you that…: A formal way to introduce a special announcement or give
back a critical answer.
Just a quick heads up: An informal email phrase is often used to notify somebody of
something, like a warning or a piece of helpful advice.
I hope you find this helpful: When you give them any information, advice, or even a solution
for an issue they were having.

5. “I’m sending you…”

When it’s necessary to send attachments or even additional information that requires special
attention of the recipient, these are some examples of how to approach this:
I’m sending you [file’s name] as a pdf file: Make sure to clarify the name of the file and its
format, so the person feels more secure about opening it.
I’ve attached [file’s name] for your review: Again, remember to specify the file’s name and
its objectives. Is it for the person to review, check or edit?
Could you please sign the attached document and send it back by [date]?: Use this one
when you need that the recipient sends you back a signed copy, and you have a due date for
that.
Please see the information below for more details about…: If you want to highlight
information, such as addresses or essential quotes.
Here’s the document you asked for/we discussed: This calls the recipient’s attention to
something they have asked before.
More information is available at [website]: If you want to share links, introduce what the
person will find there.

6. “Please feel welcomed…”

Sometimes you’re going to have to ask someone for help or more information. Use phrases that
create an open door on your communication with your recipient in a manner that they will feel
that it’s possible to reach out to you whenever needed.
Remember to describe what you need first when you are asking for help. And whenever you’re
providing information, you should give them a way to contact you if they have questions.

Please feel welcomed…: The phrase, “Please feel welcomed…” invites customers to reach out
more times and makes them feel comfortable to do so.
Could you please…?: It’s a formal way of making requests, and ask for further explanations
politely.
I’d appreciate it if you could…: Another way of asking for something politely.
It would be very helpful if you could send us/me…: You show the person that their help is
very appreciated. You can use it to send additional information or files.
Please keep me informed/posted/updated: This makes the communication open so that the
person can reach any time with new information about a matter.
If possible, I’d like to know (more) about…: You are not demanding anything, just letting
the person feel comfortable sharing something specific with you.

7. “… please let me know.”

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If you want to offer to do something for someone in the email, then demonstrate that you are
happy to do it. Show the receiver that you are there for assistance in whatever is necessary.
These phrases show people that you wish to help them out gladly:

I’d be happy to…: It expresses that you don’t mind helping, and the intention is to make the
other person feel comfortable asking you anything they need.

If we can be of any further assistance, please let us know: It’s a formal way of offering
additional help.

Let me know if you need any help: It’s the most common email phrase in this category. It’s
an informal way to let people know that you are open to assist them when they need it.

… please do not hesitate to contact me: This works as a complement for phrases like “If you
need further information…”. It emphasizes that you are willing to help.

… please feel free to contact me/to get in touch: It lets the person know that they can reach
out to you whenever they need to.

8. “Unfortunately…”

Giving bad news by email is never easy, but there are ways to do it properly. It sometimes
happens that you couldn’t attend to the person’s expectations somehow, and you need to give
this information.

Unfortunately, we cannot/we are unable to …: This is the formal and polite way of giving
negative responses.

I’m afraid it will not be possible to…: Use this informal phrase on a negative response,
followed by a brief explanation of why it wasn’t possible to accomplish the person’s request.

We regret to inform you that…: It’s a polite and formal way to give bad news. Right after
saying this, explain the reasons why it won’t happen.

After careful consideration, we have decided (not) to…: It shows that you have considered
what the person has sent you previously. It’s also a way to soften the gloomy reply.

It’s against company policy to…: It’s a way of explaining why you can’t do something the
person has requested when it goes against the company policy.
Despite my best efforts…: You show the person you made efforts to solve something or give
them a positive response.

9. “Looking forward to hearing from you.”

When finishing your emails, rather than using “Thanks again” or something similar, create an
expectation to be answered. Let the dialogue open. These phrases will encourage them to give
any additional help or feedback you need.

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Please let me know if this works/if you are available/if that sounds good/if you can/if you
can help/if you need to reschedule…: It’s a phrase to finish the email showing that you need
a response about what you have sent to the recipient.

I look forward to seeing/meeting you: Use it when you are scheduling a personal
appointment.

Any feedback you can give me on this would be highly/much appreciated: For when you
need to finish the email asking for thoughts/feedback from the person.

I would appreciate your help in this matter: Usually, you finish an email with this phrase
when you have described some situation or issue and need to ask for help with it.

10. Friendly email phrases to finish an email

Best regards: It’s a friendly way of saying goodbye and one of the most common in the
business context. It may be best for people you have had conversations with before.

All the best: It’s colloquial but a friendly and social way to say goodbye.

Sincerely: It’s a formal business close, and one you are certainly not offending anyone by
using.

Cheers: You can use this sign-off with your friends and close business colleagues. Depending
on the voice tone you have for your brand, it also can be useful.

Have a great week/weekend/day/night!: It depends on which time you are sending the email.
Be aware of timezones if you are exchanging emails with people from another country.

Stay safe: You can use it during conflicts or difficult times, such as the COVID-19 pandemic.

EXERCISE: E-mails for requesting / giving information - look at the two models bellow:

Dear Sir/Madam, Dear John,

I am writing to you to enquire about the I am a member of eJOY team. I am writing

medical volunteering in Cambodia that has
been advertised on your website. As a
medical student, I would be very interested in
participating in this program, and I would be
grateful if you could give me some further
details.
in reply to your phone call requesting
information about how to use eJOY
eXtension when watching videos on
Youtube, Facebook, or Netflix.
Unlike many other common translation
tools that can only translate texts, you can
look up any word or phrase directly on the

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 Firstly, according to your website, there is a subtitles of the video once installed eJOY
minimum duration of four weeks; however, eXtension to Chrome. Whenever you come
the maximum duration of the programme is across a new word that you want to learn,
not mentioned. I would appreciate it if you simply click on it. A detailed translation
could tell me whether it is possible to have with examples will appear. New slangs &
extended stays, since I would like to work in idioms are frequently updated for our users.
one of your hospitals for a period of over six
months. To really learn a word you will have to add
this word to your own wordbook. eJOY will
Secondly, you also inform that only students help you store, manage, and track your
in their 4th year of medical school can be vocabulary.
accepted as volunteers. In my case, I have
just finished my 3rd year and I would like to I hope that I have been able to answer all of
know if I can already be considered a 4th your questions. Please do not hesitate to
year student. contact me should you want any further
information.
Finally, I would appreciate some
information about accommodation. Could Best regards,
you please tell me if volunteers are offered a
room in a shared house? And if that is so, Your name
would you mind telling me if electricity,
running water and WIFI are provided?

I look forward to hearing from you.

Yours faithfully,

Derek Peters.

YOUR TURN! Work in groups of 4. Write formal emails for requesting/giving

information in each of these situations:
1. You are a business student that wishes to apply for an internship in one of the companies
located in your area. Write a formal letter addressed to the HR manager inquiring about such
a possibility. Then switch roles and provide an answer.
2. You are a furniture manufacturer currently looking to close new contracts with suppliers.
Write a formal letter to one of these suppliers requesting details and offerings. Switch roles
and provide an answer.

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WEEK 2
Staff – Text

Check unknown vocabulary before you read the text:

to flex – to bend, as a part of the body

funny bone – a sense of humor

significant(ly) – important; having a major effect

to enhance – raise to a higher degree; intensify; magnify; raise the value or price of

prank – a trick of an amusing, playful, or sometimes malicious nature; a practical

joke

levity – lightness of mind, character, or behavior

rapport – harmonious relation; connection

to facilitate – make easier or less difficult

to relieve – free from anxiety, fear, pain, etc.

jinks – prankish activities

mean – nasty; malicious

to berate – scold; rebuke; abuse

foible – a minor weakness or failing of character

to trip – stumble; make a slip, error, or mistake, as in conversation or conduct

head over heels – headlong, as in a somersault; intensely; completely

to tune in – adjust

to tickle – touch or stroke lightly with the fingers, a feather so as to excite an itching
sensation

to overwhelm – present with an excessive amount

stumper – an extremely difficult question, task, or problem

FLEX YOUR FUNNY BONE

Looking for something to smile about at work? How about this: Flexing your funny
bone can significantly enhance your professional prospects. Ninety-one percent of

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executives surveyed by Robert Half International consider a sense of humor important to
career advancement.
Consider the following real-life office pranks from a Robert Half survey that asked
executives to describe the funniest April Fools' jokes they have observed in an office
environment:
"Someone frosted a cookie with children's toothpaste and offered it to a co-worker." "A
couple of employees cleaned out everything from another person's office." "One person's
colleagues loaded his office with sand and beach toys." "We put tape underneath a
colleague's mouse so he couldn't move it." "We turned everything backward in one person's
office -- the computer, desk and pictures." "Someone changed the keys on my keyboard."
"We filled a colleague's office with balloons."
Displaying levity on the job can help you build rapport with those around
you, facilitate open communication, and contribute to a positive work environment. And,
perhaps most importantly, a comic touch can work to relieve tension on even the most
stressful days.
But keep in mind that not all high jinks are well received. It's crucial to take into
consideration your organization's and co-workers' perspectives when it comes to comic relief.
Humor should be work appropriate and never mean spirited or at the expense of others.
Here are some tips to ensure you're not an April Fool:

Say no to sarcasm
People often use humor as an indirect way of berating others. Here's an example: "I can't
believe you're here on time -- what's the occasion?" Sarcasm is rarely a good idea, so keep
these types of comments to yourself.

Be the butt of your own joke

Go ahead, poke fun at your foibles. Doing so can put others at ease in your presence, and you
don't risk offending someone else by making him or her the target of your joke. For example,
if you trip while giving a presentation, a comment like, "I hope you're as head over
heels about this idea as I am" can help ease any awkwardness. Just be sure to keep your
comments light; you don't want your co-workers to think your attempt at humor is a cry for
help.

Laugh with others

You can be perceived as having a great sense of humor without ever telling a joke. Just tune
in to the humor styles of those around you and share in the fun.

Create a 'funny file'

You have files for various projects or committees you're involved in, so how about
developing a "funny file," as well? Create a folder filled with appropriate workplace cartoons,
amusing newspaper articles, humorous letters or e-mails from friends, or anything else
that tickles your funny bone. The next time one of your co-workers feels overwhelmed or

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under the weather, you can surprise him or her with a snippet from your file. Just be mindful
to avoid items that are offensive or otherwise in poor taste.

Convene a fun committee

Invite co-workers to join in your quest to "up the office fun factor." Together, brainstorm
ways to add excitement to the workweek -- surprising co-workers with breakfast or treating
the team to an afternoon at the park, for instance. Just be sure to consult your department
head before executing any plans; you'll want to obtain his or her approval and determine
other details, such as budget and scheduling.

Issue trivia quizzes

What did Tom Cruise and Katie Holmes name their baby? From which state did the last
"American Idol" hail? Most people enjoy keeping up with pop culture, so why not create a
friendly competition around it? You also can grill people on sports, geography or food --
whatever topics the team finds interesting. Even if the only prize for answering the most
questions correctly is posting the name of the winner in a prominent spot, the joy of conjuring
up random information and discussing the "stumpers" can increase the general playfulness of
any work area.

Capture Kodak moments

Keep a disposable camera on hand for all to use to capture those moments when you and your
colleagues are at your best -- or worst. Then, post the pictures on a community bulletin board.
A candid snapshot from the day everyone unintentionally wore lime-green shirts, for
example, is bound to brighten the mood.
A culture of fun at work can improve communication, reduce stress and increase
productivity. So don't be afraid to flex your funny bone -- just be sure to do so in a business-
appropriate way.
Staff – Comprehension Check

1. What can a comic touch at work help to

make?

2. Is sarcasm a good idea?

3. What is a crucial thing to be taken into consideration before playing an office
prank?
4. “I hope you're as head over heels about this idea as I
am” means
5. Which of the options best completes this sentence? “You don't
risk...”

6. What should a funny file consist of?

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 7. How do 91% executives surveyed by Robert Halt International feel about a sense of
humor at work?
8. If your colleague feels “under the weather”, it means
he...
9. If you want to make an office afternoon in a park,
you...
10. Which phrasal verb best matches the meaning in capitals? “Most people enjoy
STAYING INFORMED with pop culture, so why not create a friendly
competition around it?”
EXERCISE: LETTER OF RESIGNATION

What Is a Resignation?

A resignation is the act of leaving your job. A resignation letter expresses your intention to
leave the company you currently work for.

Should You Write a Resignation Letter?

You should write a resignation letter because it's the professional thing to do, whether you
work at a hospital or a coffee shop. A resignation letter officially gives notice to your boss
that you're leaving the job and someone else will need to be hired to replace you and take on
your responsibilities. Simply put, don't resign without one.

What Is a Two Weeks' Notice Letter?

A two weeks' notice letter is essentially the same thing as a resignation letter. (It's more
professional-sounding than "quit letter" and "job leaving letter," don't you think?) This letter
announces your intent to resign from the company and says you will remain in your position
for another two weeks before leaving. Two weeks is the standard amount of time from when
you announce you're leaving to your last day at your job.

How to Write a Resignation Letter

It goes without saying that you can't just write, "I resign. Bye." There's a formal outline to
follow for a letter of resignation, but it's not as imposing as you may think.

You don't need to write a lot or give excessive detail—you just need to tell your boss that you
intend to resign, add a few key points, and then respectfully wrap it up. Keep your resignation
letter to one page and make sure it includes the following:

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 • a statement of intent that you will be leaving your job
• the name of your official staff position
• the date of your last day on the job
• gratitude to your employer for hiring you
• a highlight of your time there (optional)
• an offer to train your replacement
• well wishes for the future of the company
• your contact info

Resignation Letter Example

If you're still a little shaky on what to say and how to write a resignation letter, use this
resignation letter template to see how the above points are incorporated.

Notice how the intent to resign is stated in the very first sentence—no flowery introduction or
greeting is necessary—and the tone is friendly but formal.

Dear Joyce,

Please accept this letter as notice of my resignation from my position as staff accountant. My
last day of employment will be [date].

I received an offer to serve as senior accountant of a Fortune 500 company, and after careful
consideration, I realize that this opportunity is too exciting for me to decline.

It has been a pleasure working with you and your team over the last three years. One of the
highlights of my career was collaborating with you to automate ABC Company's accounting,
financial and balance systems and setting up your accounting infrastructure. Your company
is poised for continued growth and I wish you much success with your upcoming acquisition
of XYZ Company.

I would like to help with the transition of my accounting duties so that systems continue to
function smoothly after my departure. I am available to help recruit and train my
replacement, and I will make certain that all reporting and records are updated before my
last day of work.

Joyce, thank you again for the opportunity to work for ABC Company. I wish you and your
staff all the best and I look forward to staying in touch with you. You can email me anytime at
jones@somedomain.com or call me at 555-555-5555.

Sincerely,

Roberta Jones

15
YOUR TURN! 1. You are a new mother who has been working as a broker for the past
10 years in X company. You address a resignation letter to the manager, effective June
30, 2022, because you do not wish to return once your maternity leave is over. Explain
your reasons.
2. You wish to resign your marketing position for personal reasons. You may not want
to share the details, especially if they aren't related to your career, and you're not
obligated to. How much you choose to disclose is up to you. Include the Date of Your
Last Day. Keep your reasons brief. Offer your help (to train a new employee).

16
WEEK 3
Every sentence has a common word order mistake that English language learners make.
Write the correct word order of the sentence in the blanks. More than one answer may be
possible.

1. 1. Rebecca was all morning stuck in traffic.

o
2. 2. I like more Macs than PC’s.
o
3. 3. Already I’ve finished the project.
o
4. 4. I worked for six months in Paris.
o
5. 5. Could you tell me what time is the meeting?
o
6. 6. I go sometimes to the gym after work.
o
7. 7. I never am productive at night.
o
8. 8. I started last week working on a new assignment.
o
9. 9. For who are you waiting?
o
10. 10. About what was the argument?
o
11. 11. Carla finished at home the project.
o
12. 12. We started offering last week a new course.
o
13. 13. Scott created at work the document.
o
14. 14. Who works normally the night shift?
o
15. 15. With who did you work?
o
16. 16. To who did you speak?
o
17. 17. Even I didn’t have time to eat lunch today.
o

17
2. Prepositions in Business Emails

1. Attached are the details your purchase.

2. Thank you bringing this matter our attention.

3. According our records, these invoices have not been paid.

4. Please let me know if I can be assistance.

5. Thank you for inquiring our product line.

6. I'm writing to express my dissatisfaction the customer service I received.

7. I'm forwarding your request our sales team.

9. A representative will be waiting you the airport.

10. Please contact me your earliest convenience.

11. We apologize any inconvenience this may have caused.

12. Your order should be ready shipment by the end of the week.

13. I have some questions the policy change.**

14. Thank you advance for your help with this matter.

15. I'd like to follow up our conversation from yesterday.

16. I look forward hearing you.

17. Could you please take a look this for me?

18. Please get back me as soon as possible.

19. Could you please give me an update your progress?

20. Would you be interested receiving our quarterly newsletter?

21. I should have an answer for you the end of the day at the latest.

22. On behalf the entire company, I'd like to welcome you to the team.

23. We're still looking the matter. We should have an answer for you tomorrow.

24. I need to check my supervisor first.

18
Correct the Mistakes

1. We are only five on our team.

2. I would rather to work from home than come to the office.

3. We’re used to have a lot of work to do, so meeting the deadline won’t be a problem.

4. My client sent me an email but I haven’t replied her yet.

5. Maybe I’m going to finish this today.

6. Please borrow me your badge so I can get into the storage closet.

7. I can’t finish this by the end of the day. Even though I spend all day on it, I won’t finish on
time.

8. Probably, I’ll go to the beach on Saturday.

9. The Old Man and the Sea was written for Ernest Hemingway.

10. Our office is near to the airport, so it will be easy for you to get here.

11. We have many stuffs to do this week, so I don’t know if I can go to English class.

12. Despite I was tired, I came to work today.

13. If we had a gym here, I can work out after work.

14. I always try to do things very careful and make sure I do them correct. (two mistakes)

15. We have people from all over the world here: India, United States, Venezuela, Canada,
United Kingdom, Germany, and France. (two mistakes)

16. Are we going to have to work overtime again this week? I hope no.

17. Yesterday, he told me that he will send the email after lunch, but he didn’t do it.

18. My schedule often changes, but I normally work since 9 a.m. to 6 p.m.

19. I thought you were still with Microsoft. When did you stop to work there?

20. I’m not pretty sure about what we should do.

21. How long time did you work in the public sector?

22. Do you know where is the restaurant?

23. He is well-experienced, so we know that he can do the job.

19
24. Who is in charge to decide which printer to buy?

25. I had a hard time getting in touch with my supervisor. After calling for hours, I finally
could get in touch with her.

Correct the Mistakes

1. I never traveled internationally. I might next year, though.

2. I really enjoyed to be there yesterday.

3. If you want to be successful, you need to believe in you.

4. She’s really selfish. She only cares about her.

5. They’ve been married during ten years.

6. Is important to be polite and respectful.

7. I wish I have more time to finish the proposal.

8. I work here since 2010.

9. I’ve been studied a lot lately.

10. The TV is too loud? Okay, I turn it down.

11. When I was a kid I used to playing sports with my friends.

12. Waking up early was hard at first, but now I’m used to do it.

14. They didn’t think that the house was enough big.

15. I had to think about the problem for a while, but I finally figured out it.

16. I got here late because the traffic.

17. They’re looking forward to go on vacation next year.

18. We need to analyze more deeply this problem.

19. If we hire more people, we wouldn’t be so busy.

20. Today we discussed about potential strategies.

21. This will allow us to concentrate on our business and don’t worry about our IT
infrastructure.

22. They gave him more responsibilities due to he is handling his current responsibilities very
well.

20
23. They wouldn’t let me to leave early today even though I had something really important
to take care of.

24. In the meantime John prepared breakfast, I worked on putting the finishing touches on my
presentation.

25. I wish to have a relaxing vacation this December.

Make the sentences more concise.

1. In spite of the fact that our budget for advertising is now higher, our sales figures have not
gotten any better.

2. In the event of an emergency, such as a fire or earthquake, please exit the building as soon
as you possibly can.

3. We currently have several available job openings for a variety of positions in our Sales
department.

4. The reason I’m having trouble with my computer is because the antivirus has not been
updated at all recently.

5. We consider the candidate to be a very good fit for either of the two positions.

6. As we discussed during our previous phone call, the shipping charges on your next order
with us will be waived.

7. We are now in the process of evaluating how to address the issue that exists regarding the
performance of our team members.

8. Our researchers carried out interviews with several people who are professionals in the
health care industry.

9. Please change the information on your employee profile to include the most recent
information.

10. We would like to offer congratulations to all the people who participated in and
completed the training program.

21
WEEK 4
Make the sentences more concise.

1. We certainly hope this decision won’t have a negative impact on the reputation of our firm.

2. Basically, what the training program is going to do is prepare each and every one of the
participants for their certification test that they will take soon.

3. Could you recommend to us someone in the area who works as a contractor?

4. There is a possibility that I might get together with some of the people in my MBA
program this weekend.

5. She is professional, courteous, and she always comes to work on time.

6. The problem was addressed at our meeting that we have every week.

7. Please talk to John and tell him about the benefits of the deal and that he should accept it.

8. The primary role of our recruiters is to search for and locate professionals with good
qualifications who live in our area.

9. Carlos speaks English fluently, and can also speak Portuguese at an intermediate level, and
in addition he is capable of conversing in German.

10. It’s a really excellent opportunity and one that you should definitely take advantage of.

Subjunctive Exercises
We use the subjunctive after certain verbs and expressions to talk
about suggestions, requirements, and urgent matters. The verb always takes the base form
(infinitive without to).

Verbs and expressions followed by the subjunctive:

advise (that)…
ask (that)…
demand (that)…
insist (that)…
propose (that)…
recommend (that)…
request (that)…
suggest (that)…
urge (that)…
It is crucial (that)…
it is essential (that)…
It is important (that)…

Examples
My supervisor suggested (that) we have fewer meetings.

22
Our teacher recommends (that) we speak in English every day.
It is important (that) we be on time.
It is important (that) we not be late. (negative form = not + base form)
Mark insisted (that) Kelly be considered for the position. (passive voice)

Note that:

o The verb is in the base form for all subjects.

o The verb is in the base form even if the first verb is in the past.
He suggested that I go to the event.

o The word that is optional.

He insisted that I be there.
He insisted I be there.

o The verbs above can be used with other structures as well.

He suggested that I take an English course. (subject of sentence changes =
subjunctive)
He suggested taking an English course. (subject of sentence doesn’t
change, suggest + gerund)
He recommended that I take an English course. (subject of sentence changes =
subjunctive)
He recommended taking an English course. (subject of sentence doesn’t
change, recommend + gerund)
He asked that we inform him of any new developments. (subjunctive)
He asked us to inform him of any new developments. (ask + indirect object +
infinitive)
(Using two verbs together can be tricky. See this guide for more information.)

Subjunctive Exercise 1

All of the examples below require the subjunctive form. Choose the correct answer.

1. 1. What did your customer say about the quote?

_______________________________________________
o She requested that I matched a competitor's price.
o She requested that I match a competitor's price.
o She requested me to match a competitor's price.
2. 2. The law is always changing and ______________________________________
o it's extremely important that we are aware of any changes.
o it's extremely important that we be aware of any changes.
o it's extremely important being aware of any changes.
3. 3. The customer was extremely upset.
___________________________________________

23
 o He demanded refunding his money.
o He demanded that we refunded his money.
o He demanded we refund his money.
4. 4. I can’t take any days off around Christmas.
____________________________________________
o Our supervisor insists that we not take vacation during the holidays.
o Our supervisor insists that we don't take vacation during the holidays.
o Our supervisor insisted that we didn't take vacation during the holidays.
5. 5. What did John suggest?
____________________________________________________
o He suggested that we consulted an expert before deciding.
o He suggested us that we consult an expert before deciding.
o He suggested that we consult an expert before deciding.
6. 6. We don’t want to lose any more employees.
_________________________________________
o It's important we to keep our staff motivated and happy.
o It's important that we keep our staff motivated and happy.
o It's important keeping our staff motivated and happy.
7. 7. Kevin knows what he’s talking about.
______________________________________
o I recommend that you take his advice.
o I recommend you to take his advice.
o I recommend that you takes his advice.
Subjunctive Exercise 2
Some of the examples below require the subjunctive form. Choose the correct answer. Note
that not all of the correct answers will be in the subjunctive.

1. 1. I have some free time this afternoon. ______________________________

o Do you want that I help you with your report?
o Do you want me to help you with your report?
o Do you want I help you with your report?
2. 2. During the meeting, _______________________________________
o I proposed that we restructure the department.
o I proposed them to restructure the department.
o I proposed that we restructured the department.
3. 3. I asked Paula for help but ________________________________
o she refused to help me.
o she refused that she help me.
o she refused helping me.
4. 4. I think _______________________________________

24
 o It's good you be taking on more responsibility.
o It's good that you be taking on more responsibility.
o It's good that you're taking on more responsibility.
5. 5. Please don’t be late for the meeting. ___________________________________
o It's important that we will make a good impression.
o It's important we make a good impression.
o It's important making a good impression.
6. 6. Someone in my department _________________________________
o demanded she was paid more.
o demanded she be paid more.
o demanded that they paid her more.
7. 7. At my monthly meeting with my supervisor, she
___________________________________
o suggested that I got an additional certification.
o suggested me to get an additional certification.
o suggested that I get an additional certification.
8. 1. I can’t believe that you wrote a seven-page proposal in one day. That
_____________________.
o must have been exhausted
o must have been exhausting
o should have been exhausting
o should have been exhausted
9. 2. I know a lot about Microsoft Excel. If you
____________________________________.
o told me you were having trouble, I would help you
o would have told me you were having trouble, I would have helped you
o told me you were having trouble, I would have helped you
o had told me you were having trouble, I would have helped you
10. 3. One of my coworkers gave me some good advice. She suggested
___________________.
o me to make a to-do list every morning
o that I made a to-do list every morning
o that I make a to-do list every morning
o to make a to-do list every morning
11. 4. I stopped ________________________.
o responding to emails as soon I get them because it's a distraction
o to respond to emails as soon as I get them because it's a distraction
o responding emails as soon as I get them because it's a distraction
o to respond emails as soon as I get them because it's a distraction

25
12. 5. __________ I work on this all day, I’ll never finish on time.
o In spite of
o Despite
o Even if
o Even though
13. 6. My team will definitely have the work done on time. ____________________.
o We've used to work with strict deadlines
o We used to work with strict deadlines
o We're used to work with strict deadlines
o We're used to working with strict deadlines
14. 7. If I were you __________________________________.
o I should have taken the offer
o I would of taken the offer
o I would have taken the offer
o I would have taking the offer
15. 8. My previous boss always insisted
______________________________________________. He didn’t tolerate people
arriving late.
o us to be on time
o to be on time
o we are on time
o we be on time
16. 9. I hope the client will let ______________________________________________.
o us postpone the project
o us to postpone the project
o postpone the project
o that we postpone the project
17. 10. Everything is a bit confusing. I’m not sure
__________________________________.
o what they suppose we do
o what are we supposed to do
o what is supposed that we do
o what we are supposed to do
18. 11. In no way _________________________.
o we broke the law
o did we break the law
o we did break the law
o did we broke the law
19. 12. No one has volunteered, ____________________________________________.

26
 o neither we do expect anyone to volunteer
o neither do we expect anyone to volunteer
o nor do we expect anyone to volunteer
o nor we do expect anyone to volunteer
20. 13. We will have some important visitors here tomorrow.
_________________________.
o I'd appreciate it if you could dress professionally
o I'd appreciate it if you can dress professionally
o I'll appreciate it if you could dress professionally
o I'll appreciate it if you can dress professionally
21. 14. _________________________________________________________. He was
expecting my call — I told him I would call right after lunch.
o I had to call my client but I forgot
o I was supposed to call my client but I forgot
o I needed to call my client but I forgot
o I must have called my client but I forgot
22. 15. I traveled a lot as a university student.
______________________________________________________.
o By the time I was 22, already I had traveled to nine different countries
o By the time I was 22, I already traveled to nine different countries
o By the time I was 22, I had already traveled to nine different countries
o By the time I was 22, I traveled already to nine different countries
23. 16. _________ the construction on the highway today, many people arrived late.
o For
o Because
o Due to
o Since
24. 17. The retreat was held in a(n) ___________________________.
o old charming English town
o old English charming town
o English old charming town
o charming old English town
25. 18. I have some marketing ideas.
__________________________________________?
o Who is responsible to manage the company's social media accounts
o Who is responsible for managing the company's social media accounts
o Who is responsible for manage the company's social media accounts
o Who is responsible managing the company's social media accounts
26. 19. Our new human resources specialist is excellent. _______________________.

27
 o We wouldn't have asked for a better employee
o We couldn't have asked for a better employee
o We shouldn't have asked for a better employee
o We can't have asked for a better employee
27. 20. Your presentation should include visual aids,
______________________________________.
o such as pictures, tables, and graphs
o for example pictures, tables, and graphs
o as pictures, tables, and graphs
o for instance pictures, tables, and graphs
28. 21. It was nice meeting you. _________________________________.
o I look forward to work with you
o I'm looking forward to work with you
o I'll look forward to working with you
o I look forward to working with you
29. 22. ______________ anyone objects, let’s move forward with the proposal.
o As long as
o Unless
o While
o Pending
30. 23. Management is very concerned about this.
_________________________________________.
o It's important that the problem is dealt with right away
o It's important that the problem is dealed with right away
o It's important that the problem be dealt with right away
o It's important that the problem be dealed with right away
31. 24. That website is a security threat.
__________________________________________.
o For no circumstances you should visit it
o Under no circumstances you should visit it
o Under no circumstances should you visit it
o For no circumstances should you visit it
32. 25. Knowing people is important.
_________________________________________________________.
o The best connections you have, the more successful you will be
o The better connections you have, the more successful you will be
o The better connections you have, the more successfully you will be
o The better connections have you, the more successful you will be
33. 26. ________ growing up poor, Harold became well-educated and very successful.

28
 o Even though
o Although
o In spite of
o Though
34. 27. I’m so tired today. _________________________________.
o I wish I hadn't stayed up late last night
o I wish I didn't stay up late last night
o I wish I went to bed early last night
o I wish I had went to bed early last night
Even though/Although/In spite of/Despite Practice Exercise
We can use even though, although, despite and in spite of to communicate that something is
surprising or unexpected.

We use despite/in spite of before a noun or gerund. We use even though/although before a
subject and a verb.

Despite being sick, I came to work.

In spite of being sick, I came to work.
Despite I was sick, I came to work.
In spite of I was sick, I came to work. (We need the gerund or a noun after despite or in spite
of.)

Although I was sick, I came to work.

Even though I was sick, I came to work.
Although being sick, I came to work.
Even though my sickness, I came to work. (We need a subject + verb
after although or even though.)

Additional Notes
[icon name=”caret-right” class=”” unprefixed_class=””] In sentences with even
though, although, despite, or in spite of, the condition can come before or after the result. If
the condition comes before the result, we need a comma.
Examples:
Despite having little experience, Shirley has succeeded in her new role.
Shirley has succeeded in her new role despite having little experience.
Even though Shirley has little experience, she has succeeded in her new role.
Shirley has succeeded in her new role even though she has little experience.

[icon name=”caret-right” class=”” unprefixed_class=””] In spite of and despite can be

used interchangeably. Despite is a little more formal.

[icon name=”caret-right” class=”” unprefixed_class=””] Even though and although can

often be used interchangeably. However, we often use even though as a stronger, more
emphatic form of although.

29
[icon name=”caret-right” class=”” unprefixed_class=””] We can use though instead
of although. Although is generally considered more formal.
Example:
Although/though I was tired, I went to the event.

Examples:
In spite of the fact that the application is free, few people have downloaded it.
Despite the fact that the application is free, few people have downloaded it.
Although the fact that the application is free, few people have downloaded it.
Even though the fact that the application is free, few people have downloaded it.

Practice Exercise
Fill in the blanks with even though, although, despite, or in spite of. More than one answer
will be possible. When you are finished, click “finish quiz” and then “view questions” to see
the correct answers.

1. .
o 1. being the CEO of a successful company, Nancy was always a
humble, down-to-earth person.

2. we’ve listed the job opening, we’ve had few qualified

candidates for the position.

3. Nothing has changed our recommendations.

4. the stiff competition, our firm has continued to succeed.

5. we advertised the job opening, we didn't receive many

applications.

6. my best efforts, I wasn’t able to find an answer to the problem

online.

7. the growing popularity of travel web sites, many people still use
travel agents.

8. We opened for business it had snowed heavily the night before.

9. we've made a lot of progress, we still have a long way to go.

10. I refused the job offer the salary was excellent.

30
11. His performance has been mediocre being highly qualified for
the position.

12. we rarely have meetings, our team communicates very well

and we’re always on the same page.

13. his poor health, Gary maintains a positive attitude.

14. I studied finance and accounting, I’ve been working in sales.

15. Many people applied for the internship it was an unpaid

position.

31
WEEK 5

Economics vocabulary: Describing how the economy is performing exercise

The performance of the economy is a common topic of conversation. Because how well
or how badly it is performing affects all of us.

So it is important to not only be able to describe what the situation is with the economy, but
also be sure that you both understand and use the economic terms and phrases correctly.

In this online exercise on economic vocabulary, I'll both show you and explain common
English vocabulary which is used to describe the performance of the economy (if the
economy is doing well, badly etc...).

Exercise: Talking about the economy

In the following conversation, two friends (Juan and Peter) are talking about the situation
with the economy.

From the context, try to guess what the meaning of the words/phrases in bold are. Then do
the quiz at the end to check if you are right.

Juan:'So, what's your opinion about the economy at the moment?'

Peter:'More positive than I was a couple of years ago when the economy was in recession
and people were losing their jobs and businesses were closing down.'

Juan:'I know that a recession is bad, but what actually does it mean?'

Peter:'A recession is when the size of an economy decreases in two consecutive quarters of
the year. For example, January to March and April to June.'

Juan:'But how do they know if an economy is either decreasing or increasing in size?'

Peter:'To see how well an economy is doing, economists look at the total value of products
and services that are bought in the economy of a country during a specific period of time (e.g.
a quarter or a full year). This value is called GDP (Gross Domestic Product). By comparing
the amounts of GDP over a period of time, they know how well the economy is doing.'

Juan:'So, what's the difference between a recession and a depression then?'

Peter:'A depression is a very bad recession. When a recession continues for two or more
years, it is called a depression. Like what happened in the 1930's.'

Juan:'What caused the economic depression in the 1930's?'

Peter:'Many factors. But the main one was the stock market bubble.'

Juan:'I don't understand what a bubble means.'

32
Peter:'A bubble is when the value of a particular type of product increases dramatically.'

Juan:'But isn't that a good thing for the economy?'

Peter:'Not really. The price of a product or service mainly depends on two things. Firstly, on
the amount of demand there is for it, how many people want to buy or use it. And secondly,
on the amount of supply of it, how much there is available to be bought or used. When there
is more demand than supply, the price/value of a product or service increases.

Normally, as the price of a product or service increases this encourages other companies to
start selling the product or service. This increases the supply and as a consequence the price
of the product falls. But with a bubble, this doesn't happen.'

Juan:'Why?'

Peter:'Normally, because there is a limited supply of the product (like land or stocks and
shares in companies) or it takes a long time for new supplies to be produced (like housing or
buildings). As result, the product can become very overvalued as demand continues to grow
and supply doesn't.

When the product becomes too overvalued, people stop buying it.'

Juan:'So the price falls?'

Peter:'Yes. But normally with bubbles people start to panic and the price falls dramatically,
causing people to lose lots of money. Often this can affect the whole economy and cause
an economic downturn, where the rate of growth in GDP falls or the size of the economy
decreases. If the economic downturn lasts and the size of the economy is
contracting/decreasing in size, it can become a recession.'

Juan:'So what's the opposite of an economic downturn?'

Peter:'When the size of the economy is growing (GDP is increasing), the economy is in a
period of economic expansion. If the level/rate of this expansion/growth is very high and
lasts for a long time, it is normally called a boom (also called an economic boom). A boom is
like the opposite of a recession.'

Juan:'I've heard people call economic expansion after a recession a different name, but I
can't remember what.'

Peter:'After a recession has ended and the economy is growing again, it is often called a
period of economic recovery.'

Juan:'So it seems that most countries have a period of boom followed by a recession, then
followed by another boom?'

Peter:'Generally that happens. But sometimes countries have a very low rate of economic
growth/expansion (less than 2% a year) so they never have a boom. If an economy has this, it
is called stagnation.'

33
Juan:'But stagnation sounds like a good thing. At least the economy is growing?'

Peter:'Not really. A healthy economy should be expanding at more than 2% per year.
Economic stagnation shows that something is wrong with the economy. For some reason,
companies are not performing very well and not employing more people.'

Quiz:

Below is a definition/description of each of the words in bold from the above text. Now
choose the word/phrase from the question's selection box which you believe answers each
question. Only use one word/phrase once.

1. The statistic that is used to measure how well an economy is performing, is called
2.When the size of an economy is growing, it is called a period of

3.When an economy decreases in size for 6 months of more, it is called a

4.The amount of a product or service that is available to buy, is called the

5.When the size of an economy starts to decrease in size, it is called an

6.When an economy has a long period of very low economic growth, it is called a period of

7.When the value of a type of product increases dramatically and it becomes very overvalued,
it is called a

8.When the size of an economy starts to grow again after a period when it has been
decreasing in size (e.g. a recession), it is called a period of

9.When an economy decreases in size for 2 years of more, it is called a

10.The amount of people or consumers who want to buy a product or service, is called the

11.When an economy has a long period of good economic expansion, it is called a

34
Vocabulary for describing business relationships exercise
All companies work with other companies in some way when either buying, producing or
selling the products or services which they create.

Being able to explain the relationship which either your business or the company which you
work for has with other companies is important when speaking in English in many different
situations (e.g. speaking with a client, in a job interview etc...).

Exercise: Talking about their companies

In the following conversation, two friends (Simon and John) are talking about the different
relationships that the companies they work for have with other companies.

From the context, try to guess what the meaning of the words/phrases in bold are. Then do
the quiz at the end to check if you are right.

Simon:'You work for a company that makes televisions, don't you John?'

John:'That's right. The fifth largest television manufacturer in the world.'

Simon:'Does your company manufacture all the parts it uses to make a television itself? You
know, the electronic components and the screens etc...'

John:'The company used to make all the different parts it uses to make a television in the
past. But now, apart from manufacturing the screens and the plastic cases, we purchase all the
electronic components used in them from suppliers, other companies which manufacture or
produce them.'

Simon:'But why does your company buy the components from suppliers?'

John:'It's basically cheaper than manufacturing them ourselves. So we have contracts with
these companies, Legal agreement with them to supply us with parts we need to make our
TVs.'

Simon:'So, apart from the electronic components, your company does everything else itself?
It assembles all the TVs itself?'

John:'Yeah, unlike many other companies we assemble/put the TVs together in-house. We
do it within the company, in our own factories, with our own employees/staff.'

Simon:'And other TV manufacturers don't assemble their televisions themselves? I can see
why they would pay third-party companies to do things that they don't specialize in. But I
would have thought that assembling TVs is something they would want to do themselves!'

John:'Most don't. They normally outsource the assembly to other companies to do. It
sounds strange, but it's cheaper for them to pay another company to do it.'

35
Simon:'Where I work, they have outsourced some of the important operations as well.
Human resources and accounting for the company is now done by an external company.'

John:'I know you work in a web design company. What do you do if you suddenly need
more staff to work on a project?'

Simon:'We don't outsource it to another company. Normally, we temporarily contract

people or a small company to help us finish it. These external contractors work with us for a
couple of weeks or months until the project is done.'

John:'How do you find the external contractors to hire?'

Simon:'A lot of the times, it's people or small companies we know or have worked for us
before. But sometimes we use intermediaries to find them. A company who specialise in
finding external contractors with the right skills and experience for companies.'

John:'We sometimes use intermediaries at my company when we urgently need some parts
or materials. It's easier and quicker for them to put us in contact with the suppliers who have
them available than it is for us to do it ourselves. But they do charge a lot for the service they
provide.

And if you have a large project, do you hire external contractors to help you do it?'

Simon:'We often hire them. The problem with the web design industry is that sometimes
you have a lot of work and other times you have little. So to help us when we are busy, we
have a verbal agreement with a couple of other web design companies that we can use some
of their staff if they don't need them.'

John:'So you have a contract with them?'

Simon:'No, it's not a contract. It's like a promise. We'll help them if we can and they'll help
us if they can.

But on very large projects, we normally have to work together with another company to do it.
So, it's a project for both companies. We often do these joint ventures when we are doing a
large project in a country we are not based in or we don't have the expertise to do all the
project ourselves. So, it's better to partner with a company who does.

Does your company sell its TVs directly to customers?'

John:'No, we don't. We normally sell our products directly to retailers, like electronic
stores, supermarkets etc... They order them directly from us. They then sell our televisions to
customers.

Does your wife still work for McDonald's?'

Simon:'She doesn't work for McDonald's, she owns a McDonald's restaurant.'

John:'How can she own a McDonald's restaurant?'

36
Simon:'She owns a franchise of McDonald's. McDonald's like many other restaurant
companies (and some retail chains) don't own most of the places which use their name and
sell their products. Instead other people or companies both own and run them.'

John:'So how does McDonald's make any money?'

Simon:'The people who own the restaurants both have to pay McDonald's to use their brand
name and purchase all the products they sell directly from McDonald's.'

Quiz:

Below is a definition/description of each of the words or phrases in bold from the above text.
Now choose the word/phrase from the question's selection box which you believe answers
each question

1.

When two companies work together on either a project or to produce a product, they are
called

2.

People hired to work within a company for a short time who are not employees, are called

3.

The different 'activities' which companies do (e.g. manufacturing, selling, paying and hiring
staff etc...), are called

4.

When a company pays to use the brand name and sell the products of a well-known company,
it is called a

5.

Companies that sell products or services to people, are called

6.

37
When an operation/activity is done inside a company by its own employees, it is called

7.

An arrangement/promise between between companies or people that they should do

something, is called a

8.

When a company pays another company to do some of its business operations/activities for
them, they

9.

Companies that sell products or services directly to other companies, are called

10.

A legal agreement between companies or people that they have to do something, are called

11.

Companies that provide a service that connects different businesses together, are called

38
WEEK 7

Environmental impact of online shopping

Online shopping may not be as green as you think. Here's how shopping online can have a
surprisingly large carbon footprint.
Do the preparation task first. Then read the article and do the exercises.

PREPARATION: Match the words with the definitions.

Landfill, ecological, a retailer, a campaign group, carbon footprint, to purchase, an impact,
retail

the activity of selling goods to the public

the powerful effect that something has on something else

to buy something

the calculation of how much CO2 a person, company, organisation, etc. produces, which is

used to measure the environmental damage they cause

a place where large amounts of rubbish are buried in the ground

a person or shop that sells goods to the public

a group of people that organises actions or protests to achieve a particular aim

relating to the relationship between plants, animals, people, water, land, air, etc.
Read the text:
In the past few decades, the way we shop has changed dramatically. We used to buy our
goods in traditional shops, on the high street or in department stores. Now, customers are
increasingly buying online, where they can order whatever they want directly to their door
with the click of a mouse. One in seven sales are now made online and studies suggest that by
2021, global online retail will reach an enormous US$4.8 trillion. As companies race to
improve their internet shopping experience, the trend towards shopping online is predicted to
continue.

39
But what is the impact of all this online shopping on the environment? You might think that
online shopping is greener than in-store shopping. After all, an online store does not use the
electricity that a traditional store might use and it doesn't require the customer to drive
anywhere. Items are often delivered to several homes at once, so you would think the carbon
savings must be significant. Take the typical home delivery round in the UK, for example.
Supermarket drivers often do 120 deliveries on an 80-kilometre round, producing 20
kilograms of CO2 in total. In contrast, a 21-kilometre drive to the store and back for one
household would generate 24 times more CO2!

However, the reality is slightly more complex than that. Many home deliveries fail the first
time and the driver has to make a second or third attempt to deliver the purchase. Customers
who choose speedy delivery or those who buy single items from different places also
contribute towards increasing the carbon footprint.

The carbon footprint also goes up if the customer chooses to return the item. A study in
Germany showed that as many as one in three online purchases are returned. According to
another study, merchandise worth nearly US$326 million is returned each year in the USA.
Two billion kilograms of this ends up in landfill, leading to 13 tonnes of CO2 being released.

Clothing is one product that has high return rates. Unlike in a walk-in store, the online
shopper can't try things on before buying. So, companies offer free returns to make it easier
for shoppers to purchase the same item of clothing in different sizes and colours. Customers
try them at home, keep one and return the rest of them. However, when clothes are returned,
they are not always cleaned and put back for sale. This is because many companies have
found it cheaper to simply throw away the returned items than to pay someone to sort the
damaged goods from the unwanted ones. In these cases, the returned clothes, which might be
in perfect condition, end up in landfills or burnt.

When we take all these factors into consideration, we realise that online shopping isn't
necessarily as green as people might think. That last kilometre to your door is costly, for
companies and for the environment. There is some positive news, as various online retailers
are starting to lower their carbon footprint by investing in electric delivery vehicles.
However, the question of how to deal with returns efficiently and without waste is a
challenge that many companies have not wanted to face. As online shoppers become aware of
what companies are doing, and campaign groups demand urgent action in the face of the
climate and ecological emergency, there is increasing pressure for companies to take
responsibility for the environmental impact of their activities.
Are the sentences true or false?

1. More sales are now made online than in shops.

True

False

40
2. It is predicted that more and more shopping will be done online in the future.

True

False

3. Online shopping uses less electricity than in-store shopping.

True

False

4. The carbon footprint of online shopping is made worse by failed deliveries, speedy

delivery and returns.

True

False

5. Companies encourage customers to try clothes on at home.

True

False

6. Companies make sure returned clothes are repackaged and resold.

True

False

7. Most companies now use electric delivery vans.

True

False

8. Most companies have found environmentally-friendly solutions for the problem of returned

goods.

True

False

41
Write the word to fill the gaps.
8 items remaining

1.

In the past few decades, the way we shop

changed dramatically.

2.

We used

buy our goods in traditional shops.

3.

Now, customers

increasingly buying online.

4.

The trend towards shopping online is predicted

continue.

5.

You might think that online shopping is greener

in-store shopping.

6.

42
Customers

choose speedy delivery or buy single items from different places also contribute towards

increasing the carbon footprint.

7.

The carbon footprint also goes

if the customer chooses to return the item.

8.

Many companies have found it cheaper to simply throw

the returned items.

Do you shop online? How can online shopping's environmental impact be lessened?
Five essential marketing trends

preparation
Match the words with the definitions.
A RETAILER, TO MOVE WITH THE TIMES, TO ENGAGE WITH, TO BE AHEAD OF
THE GAME, PERSONALISATION, KNOWLEDGEABLE, A CONSUMER, A FOCUS

to change your ideas or behaviour as the world changes

a person or business that sells things to the public

a central or important thing that a company pays attention to

knowing a lot

43
the process of changing something according to a particular person's needs, likes, habits, etc.

a person who buys products and services

to get involved with or have contact with

to know more about new developments in a particular subject or activity than your

competitors
READ THE TEXT:
The marketing world moves fast. Technology has changed the way we live and the way we
promote and sell products. In the last ten years, increasing use of social media, online
shopping and platforms like YouTube and Netflix have allowed companies to connect with
customers in new ways. The number of people who go online every day is still increasing,
and the marketing trends you need to know about right now are digital.
Here are five essential marketing trends that companies must take note of in order to move
with the times.

1. Shopping on social media

Forbes reports that 72 per cent of Instagram users have bought something when using the app
and 70 per cent of Pinterest users use the platform to find new and interesting products.
Companies can now create posts that allow users to shop directly on social media instead of
companies' own websites. This allows retailers to reach their customers more quickly and
easily.

2. Focus on customer experience

When a customer comes to your company, you want to make it as easy as possible for them
to find what they need and buy your products. PricewaterhouseCoopers reports that 73 per
cent of people say that customer experience is an important factor when making a buying
decision. And when they say 'customer experience', they most value efficiency, friendly and
knowledgeable customer service and easy payment options. Companies that can provide a
good customer experience keep their customers and attract new ones.

44
3. Personalisation

There are so many marketing messages around us every day that people are very good at
ignoring them, especially ones about products they're not interested in. So, in order to target
the right kind of customer and connect with them, companies are personalising their
marketing content. This is made possible by the data that people generate through their
internet searches, online shopping habits and social media use. Online product
recommendations, adverts and even the design of the marketing message itself is adapted to
the interests and preferences of individual consumers.
According to a report, although 86 per cent of people were concerned about privacy issues,
90 per cent were happy to share data about their behaviour if it meant an easier and cheaper
shopping experience. In the same survey, 72 per cent of consumers said they would only
engage with marketing messages that are personalised according to their interests.

4. Video content

According to Forbes, 91 per cent of consumers say they prefer watching interactive and
visual content to reading a traditional piece of information about a product. And consumers
are 85 per cent more likely to buy your product after watching a video about it.
If an advertisement is interesting, amusing or unique, people will search for it online and
share it with their friends. Live videos on social media platforms like Facebook and
Instagram are also known to attract large audiences and get people interacting with
companies in the comments, where they can give feedback and ask questions about the
products.

5. SEO

SEO stands for Search Engine Optimisation – the strategies companies use to get themselves
high up in the results lists of search engines like Google, Bing, Yahoo and others. As the
internet plays an increasingly central role in marketing and selling, it is vital for your
company to appear in the search results when someone does a related search. For example, if
you sell coffee machines, you want your website to appear when someone searches for the
best coffee machines or even ways of making coffee.
There is no doubt that the trend of digital marketing and an increased focus on individual
customers is set to continue. Companies hoping to gain a larger market share should
constantly update their marketing strategies to get ahead of the game.

Are the sentences true or false?

45
8 items remaining
1. Television and newspaper advertisements are still the best ways to promote products.
TrueFalse
2. These days, people use social media more, shop online more and choose the videos they
want to watch.
TrueFalse
3. Nearly three-quarters of Instagram users have shopped on the app.
TrueFalse
4. Most people say that if they like a product, the buying experience doesn't matter.
TrueFalse
5. Most people will agree to share their data in exchange for a better shopping experience.
TrueFalse
6. Videos are a great way for companies to give information about their products and to
interact with their customers.
TrueFalse
7. SEO is about making sure people see your product or company when they do internet
searches.
TrueFalse
8. If your company is already using digital marketing, it doesn't need to change.
TrueFalse
Choose the correct marketing trend for each strategy.
Shopping on social media
Focus on customer experience
Personalisation
Video content
SEO

1. Advertisements using people's names to get their attention

2. A video about how to use your product.

3. Making it possible for people to buy your product on Facebook

46
4. Making sure your website contains keywords that people will search for

5. Customers being able to chat online with a friendly voice from the company to find out

more about the product

6. Showing clips of models walking around wearing the clothes you're selling

7. Making recommendations to customers based on their interests

8. Making sure that your website is easy to use and customers can find what they want easily

Discussion

How do you think marketing might change in the future?

47
WEEK 8

Describing work & business processes exercise part 1

Sometimes you will have to describe the stages/steps which are performed/done to
complete something that either your company or you do at work. Unfortunately, most
of the times that you will have to describe these tasks/processes are in important
situations (e.g. in a job interview, presentation, speaking to a potential or existing
customer etc...).

So, it is important that you can not only explain this workflow in both a clear and
understandable way, but that you also use professional sounding vocabulary to do it.

Exercise: Describing what you do in your job

Read the following conversation between two friends where one (Peter) describes to the other
(Juan) what the team he runs in a bank does.

From the context, try to guess what the meaning of the words/phrases in bold are. Then do
the quiz at the end to check if you are right.

Juan:'You work as a manager at a bank, don't you?'

Peter:'Yes, I do. But I don't actually work in a branch like you find on the high/main street
in any town or city. I work in the loans department in the bank's head office.'

Juan:'So, what do you do?'

Peter:'Do you want me to tell you? It's not exciting.'

Juan:'Yes, I do.'

Peter:'I am the manager of a team that is responsible for both processing loan requests
from existing customers of the bank (people who already have a bank account with us) and
deciding whether we should give them the money/loan.'

Juan:'How do you do that?'

Peter:'If somebody wants to borrow money from us to buy a house, a car etc..., they first
have to submit a loan request to the bank. They do this by either completing an online form
on the bank's website or by completing a paper form and sending it to the bank.

If the person completed a loan request form on paper, their form is then inputted on to the
bank's loan application system by another of the teams in the office here. That team has
to manually enter all the form's information by hand on to the system.'

Juan:'So, how does your team get the loan requests?'

48
Peter:'All the loan requests for the bank's existing customers are automatically sent to my
team either directly from the website or from the loan application system when they have
been inputted.

When we have received them, each request is then allocated to a different member of my
team. From that point, that loan request is their responsibility to process.'

Juan:'How do you decide who to allocate/give each loan request to on your team?'

Peter:'It depends on how many loan requests each member of my team is dealing with at
that time. If one of my team is working on less requests than others, they are automatically
allocated the request.'

Juan:'How long does it take them to process a loan request?'

Peter:'There is a 5 day turnaround time for each request to be processed. So we have to

make a decision within 5 working days for each request we receive in our team.'

Juan:'When you say working days, that doesn't include Saturdays or Sundays does it?'

Peter:'That's right. If we receive a loan request on Wednesday, we have to process the

request and make a decision by the following Tuesday at the latest.

But loans request which are for a large amount of money (e.g. over $40,000), are prioritized.
These loan requests are very important and the bank makes a lot of money from them. So,
these are not only allocated to the most experienced members of my team, but they also have
to be done quicker. So they have a 3 working day turnaround time.'

Juan:'And what happens if you don't process a loan request within the turnaround time?'

Peter:'My team has to meet set targets. One of the set targets is to complete all loan
requests within the turnaround time (i.e. 5 or 3 days). If we don't, then the team is penalised.'

Juan:'So your team is punished for not completing a loan request in time?'

Peter:'Yeah. Every late loan request we complete reduces the bonus (extra money) the team
receives at the end of the year.'

Quiz:

Below is a definition/description of each of the words in bold from the above text. Now
choose the word/phrase from the question's selection box which you believe answers each
question. Only use one word/phrase once. Click on the "Check answers" button at the
bottom of the quiz to check your answers.

1.

49
In business, all the days of the week except the weekend (Saturday and Sunday) are called

2.

A different way to say 'punished' which is often used in business, is

3.

The amount of time that it takes something to be done/completed after it was started/received,
is called the

4.

A task or process that you have to do by hand and can take a long time, is done

5.

A phrase which is used to introduce what the main purpose is of either your job or your team,
is

6.

When a task or piece of work is 'given' to a person to do, it is

7.

When you have to achieve a fixed objective in your job (e.g. make a certain number of sales,
process a certain number of requests etc...), you have to

8.

A task or process that is done by a computer or a machine without you having to do anything,
is done

9.

When data or information is added on to a computer application/program by hand/manually,

it is

50
10.

When you treat some things as more important than other things, is

11.

A different way to say 'apply for' or 'send in' a request/form/enquiry to a company, is

Flexible working

What are flexible working arrangements and why are some people against them? Can
companies benefit from offering flexible working arrangements to their employees?
Do the preparation task first. Then read the article and do the exercises.

Match the words with the definitions.

EMPLOYEE RETENTION, TO COMMUTE, TO WORK REMOTELY, TO

MICROMANAGE, TO HAND AROUND, SUPERVISION, A MINDSET, A BOUNDARY

to stay or spend time in a place

to travel regularly between work and home

to work outside a traditional office environment, e.g. to work from home

watching someone to make sure they do something correctly

to manage people through excessive control and attention to detail

a person's way of thinking

a real or imaginary line that marks the limit of something

an organisation's ability to keep its staff and not have them leave the company

51
Fred works for a traditional company that expects him to start at 8.30 a.m. and leave at 5.30
p.m. or later every day. Most of his work is done on a project basis and, as a manager, he is
responsible for the quality of work that is produced and for meeting deadlines. On most days
of the week, there is often extra work to be done on a project, and Fred stays late in the office
or brings his work home. Occasionally, when he finishes all his work before 5.30 p.m., he
finds himself hanging around, chatting with colleagues and waiting for the time he can
officially leave.
With two small children at school, Fred has to use up his annual leave in order to take time
off when his children are ill, when he wants to attend their sports day or any time the kids
have a half-day at school. Fred also lives an hour's drive from his office and therefore spends
two hours a day commuting.
In the interest of increasing productivity and making better use of his time, Fred suggested
the idea of flexible working to his director. His director, however, rejected his suggestion,
saying that he saw flexible working as problematic for the company.
Fred's director isn't alone in this thinking. In many organisations, there is still a culture in
which the employee who arrives the earliest and leaves the latest is considered the most hard-
working, and many bosses still believe that they can’t trust their employees to work remotely.
They worry that there are too many distractions for workers at home or that team working
and communication won't be as good if workers are physically disconnected from each other.
Some employers think management is about the close supervision of employees to direct and
control not just what is done but also exactly how it is done.
However, the nature of a lot of work today involves meeting deadlines, achieving certain
objectives and hitting targets. As most people who've worked in these kinds of environments
know, productivity is less about how many hours you spend in the office and more about how
well you meet those goals. Even though they're outside the office, the remote worker who is
not meeting targets is quickly noticed. Micromanaging bosses don't help productivity either.
In fact, research shows that controlling bosses can have a negative effect on their
employees' performance.
In contrast, giving employees the freedom to organise their working schedule to fit with their
personal life means they are working when they are best able to engage fully with their work
and are therefore more efficient and productive. Having choices in their working environment
and timetable creates responsible and motivated workers who are likely to get better results,
knowing they can meet the demands of both their job and their personal life.
Whether it is giving employees the right to work remotely, offering job sharing or part-time
working, or allowing non-fixed start and finish times, flexible working is not just about
practical working arrangements but also about a culture and a mindset. For example, many
remote workers find themselves working past their working hours, partly because there is no
commuting to mark the boundaries between work and personal life, making it hard to switch
off from work. Companies might need to consider training both workers and management
staff to help them better understand what flexible working is, how to implement it and how to
encourage a results-driven approach. Only then can flexible working truly result in happier
employees, increased productivity and better employee retention.

Are the sentences true or false?

6 items remaining

52
1. Fred's director doesn't want Fred working remotely because he sees Fred making small talk

and not working when he's in the office.

True

False

2. If Fred was allowed to work from home, he'd work less and spend more time with his

children.

True

False

3. It is easy for a manager to know if a remote worker is not working effectively.

True

False

4. Bosses who are very controlling get better results from their team.

True

False

5. Giving employees more flexible working conditions doesn't really benefit the company.

True

False

6. People who work from home often end up working longer hours than when working in the

office.

True

False

Complete the sentences.

REMOTELY, HOURS, FREEDOM, RETENTION, MINDSET, BOUNDARY

53
1.

Working …………………… means that employees can use their commuting time to work.

2.

Flexible working gives employees more ………………….. to make their own decisions and

they become more engaged with their work.

3.

Remote workers are more motivated and may work past their normal

working ………………… .

4.

If employees are happier, they are less likely to leave for another company. Flexible working

can improve employee ………………… rates.

5.

One disadvantage for remote workers may be that there is less of a ………………..between

work and personal life.

6.

For flexible working arrangements to work well, staff who are used to traditional ways of

working may need to change their ……………..

Discussion

Do you think more companies should offer flexible working arrangements?

54
WEEK 9

Describing work & business processes exercise part 2

Exercise: Describing what you do in your job continued

Read the following conversation between two friends where one (Peter) describes to the other
(Juan) what the team he runs in a bank does.

From the context, try to guess what the meaning of the words/phrases in bold are. Then do
the quiz at the end to check if you are right.

Juan:'So can you explain the process your team uses to make a decision on who gets a loan
and who doesn't?'

Peter:'When a member of my team is allocated/given a loan request to process, the first

thing they have to do is to check that the loan request contains all the information we need to
process it (e.g. name, address etc...). If it doesn't, then the person who submitted the loan
request is contacted by phone or emailed and asked to provide the information.'

Juan:'So, when you have all the right information?'

Peter:'Then each loan request is assessed. The person dealing with the request looks
through all the information we have about the person and evaluates the risk of the person not
being able to repay the loan to us.'

Juan:'What information do you look at when you are assessing whether to give a person
loan or not?'

Peter:'Normally, how much the person earns, if they own a house and if they have had
problems in the past with paying back loans they have had with either us or another
company.'

Juan:'And if after this assessment of the loan request, the member of your team decides to
give a person a loan, what happens?'

Peter:'When a loan request is approved, it is then passed on to another team in the

department. My team has finished what we have to do. From there, it is the responsibility of
the other team to arrange the payment of the money to the person.'

Juan:'You don't have to tell the person that they have been approved for the loan?'

Peter:'It's not the responsibility of my team to tell the person they have been approved for
the loan. It's the team we've passed it to who notifies the person this by email or phone.'

Juan:'And if after assessing the request, you find that either the person has had problems
repaying loans in the past or you don't think they have enough money to repay the loan, what
do you do?'

55
Peter:'In most cases, the loan request is rejected. In these situations, we would then inform
the person that they can't have a loan from us and explain why.

But if the member of the team processing the request is unsure if they should reject the loan
request or not, it is then escalated to me. Because in these cases there is a possible big risk of
the person not repaying the loan, it's my responsibility as the manager of the team to make
the final decision.'

Juan:'So that's the only thing you do?'

Peter:'No! I do lots of other things. I have to make sure that the work that every member of
my team does, complies with the bank's rules and regulations. Making sure that they follow
the procedures when deciding to give a person a loan or not.

I also have to do reports about my team's performance. How many loan requests we received,
how long it took us to process them etc...'

Juan:'What do you create the reports from?'

Peter:'From the data on the computer system we use. I then analyse all the data in the
reports to identify what the team is doing well and doing badly on.'

Quiz:

Below is a definition/description of each of the words in bold from the above text. Now
choose the word/phrase from the question's selection box which you believe answers each
question. Only use one word/phrase once.

1.

When you give the responsibility of a task or of making a decision to somebody in the
company who is more important (e.g. your manager), is

2.

A verb which means to tell/inform somebody about a situation or a decision, is

3.

When the responsibility for doing something is given to somebody else, is

4.

56
A process where you 'study/evaluate' information, so that you can make a decision, is

5.

When a person follows official rules and regulations when they do their work, is

6.

When you make sure that something is correct, is

7.

A process where you 'examine' data, so that you can understand what is happening, is

8.

When you 'say yes' to a request for something that somebody has asked you for, is

9.

A different way to say 'organise', is

10.

A formal way to say 'speak to', is

11.

When you 'say no' to a request for something that somebody has asked you for, is

Influencing across cultures

Influencing others is a vital business skill, but how should you vary your approach to
get the best results in different cultures?
Do the preparation task first. Then read the article and do the exercises.
Match the words with the definitions.
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TO BENEFIT, AN APPROACH, TO CONCLUDE, PERSUASION, REASONING,
STATISTICS, VITAL, TO INFLUENCE
to affect or change how someone thinks or behaves
essential; most important
the act of convincing someone to do something
a way of thinking about or doing something
to end a speech, presentation, meeting, etc.
to be helped by something or someone
thinking about something in a logical, sensible way
a collection of numbers which show facts or measurements
The ability to persuade other people is a vital business skill that will get you the support you
need to go forward with your ideas. However, as Erin Meyer argues in The Culture Map, the
art of persuasion is not universal. Different cultures can have different preferences for styles
of persuasion. Choosing the right approach could make all the difference to the success of
your presentation.
Let's imagine you sell chairs that can help people with back problems. Tomorrow, you've got
a presentation where you're going to persuade the managers of a large company to buy your
chairs for all their employees.
How would you do it?

Presentation A

You start with the practicalities and go straight to real-life examples. You present some case
studies of people who developed back pain from sitting in uncomfortable chairs at work and
were no longer able to come to work. You show how they and their companies benefited
from buying your chair. Using those examples, you apply this to your audience and you tell
them that because your chair helped your previous clients and saved their company money, it
will help your audience too. You conclude that they should buy your chair.

Presentation B

You start with a theory: the theory that your chair can save the company money. You use
research and statistics to support your argument, showing how employees' back problems
cost the company money and explaining how your chair can solve those problems. You
take listeners through the process of how you arrived at your conclusions, and you finish with
the recommendation that they buy your chair.

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So, which presentation style do you prefer?
If you chose Presentation A, then you prefer inductive reasoning. You go to real-life
examples, rather than theory, to persuade people of your message.
If you chose Presentation B, then you prefer deductive reasoning. You start with the theory
before the practical situation. You persuade people by taking them through how you arrive at
your conclusions.
In The Culture Map, Meyer suggests that Anglo-Saxon cultures like the US, Canada,
Australia and the UK prefer an inductive style of reasoning, while she connects deductive
reasoning to countries like Italy, France, Spain and Russia. Brazil, Argentina, Mexico and
Sweden fall in the middle of the two. Meyer also explains that Asian cultures tend towards
'big picture' thinking, which requires a different approach entirely.
It is important to remember that your preferred influencing style might not be the same as
your audience's preferred style. For best results, try to find out as much as possible about
your audience and get to know their preferences. If possible, ask an 'insider' – someone who
knows the culture and company you're dealing with well – for more information about how
they do things. If you're not sure whether to choose an inductive or deductive approach, do
both! Explain the theory and give an example at the same time. Finally, be ready to respond
quickly to the audience's reaction and try a different way of doing things if what you planned
doesn't seem to be working.

Are the sentences true or false?

1. There is one main way to be persuasive and it is the same for everyone.
TrueFalse
2. Some people like to start presentations with real-life examples and avoid getting too
theoretical.
TrueFalse
3. Presentation B starts with a recommendation and leaves the theory until later.
TrueFalse
4. If you use inductive reasoning, you start with the practical situation.
TrueFalse
5. If you use deductive reasoning, you start with the theory.
TrueFalse
6. The author of 'The Culture Map' says that Anglo-Saxon cultures generally prefer to skip
the theory and start with real-life examples.
TrueFalse
7. If you choose a presentation style that is unfamiliar for your audience, it will probably have
positive results.

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TrueFalse
8. Once you find an influencing style that works for you, you should stick to it.
TrueFalse
Write the word to fill the gaps.
1. The ability ……….. persuade others is a vital business skill.
2. However, the art ………….. persuasion is not universal.
3. Let's imagine you sell chairs …………….. can help people with back problems.
4. You present some case studies of people who developed back pain …………… sitting in
uncomfortable chairs …………….. work.
5. If you prefer deductive reasoning, you persuade people ……………… taking them
through how you arrive ………… your conclusions.
6. Be ready to try a different way of doing things if what you planned doesn't seem to …..
working.

Discussion

Do you normally use an inductive or deductive style of persuasion? What are the advantages
and disadvantages of your preferred style?

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WEEK 10
Business English time phrases for requesting & responding exercise
It is common in business for people to request or demand for things to happen or be
done/completed. Normally, they will not only want to know if something will happen or be
done, but they'll want to know when.
When either requesting when something will happen or responding to this type of question,
you could just say basic time phrases like next week or tomorrow.
But there are a lot of other time phrases (like 'right away' which means now) which are
commonly used in both business and general English. To be able communicate more
effectively, it is important that you understand these phrases.

Exercise: When will something be done

Read the following three different business situations where one person is requesting/asking
another person to do something or when something will be done.

From the context, try to guess what the meaning of the words/phrases in bold are. Then do
the quiz at the end to check if you are right.

Situation 1

Peter:'Hi John, I need you to do something for me.'

John:'What is it?'

Peter:'I need the customer report straight away.'

John:'I haven't finished it yet. You told me that the deadline was next Friday. I'm so busy at
the moment, it won't be ready until next Tuesday at the earliest'

Peter:'I know I said that the deadline was next Friday, but the Service Director is demanding
to see it now. Can you try to finish it as soon as possible?'

John:'I can give you a copy of what I've done. So at least the Service Director has some
information. I'll try to finish it as fast as I can.'

Peter:'Thanks. When do you think that will be?'

John:'Hopefully, by the end of the week. But I'm not making any promises.'

Situation 2

Wayne:'Gary, can I ask you a favour?'

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Gary:'Sorry, two seconds, I just need to send an email.

OK, what do you need.'

Wayne:'Well, you know I'm writing a recommendation for changes to the department. I
would just like you to have a look at what I've written. Just to see if there are any
mistakes. It's not urgent. I don't need to give it to my manager for a month.'

Gary:'It shouldn't be a problem. I have some things to do, but I'll look at it by Friday at the
latest. Is that OK?'

Wayne:'As I said, I don't need to give it to my manager for a month. So, in your own time.'

Situation 3

Jenny:'When do you expect to send out the minutes for yesterday's meeting?'

Mark:'Well, I've got two very urgent things to do before I can start it. Can't it wait for a
couple of days?'

Jenny:'No, it can't. I'd appreciate it if you could start doing it straight away!'

Mark:'I'm afraid I can't. I'll start it when I have time.'

Quiz: Business English time phrases for requesting & responding

Below is a definition/description of each of the words in bold from the above text. Now
choose the word/phrase from the question's selection box which you believe answers each
question. Only use one word/phrase once.

1. A phrase that has a similar meaning to 'it's not urgent', is

2.

A phrase that asks somebody to wait for a very short time, is

3.

Another way to say 'now', is

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4.

A polite phrase that you can use when you want somebody to do something 'urgently', is

5.

A response to a request which means 'I'll do it when I can/want to!', is

6.

A formal phrase which means something will be done before or on a specific time or date, is

7.

A phrase that means 'as quickly as I can', is

8.

A common way to call the previously agreed date to finish a report or project, is

9.

A phrase that has a similar meaning to 'in your own time', is

10.

A formal phrase which means something will be done after or on a specific time or date, is

11.

A neutral or informal phrase which means something will be done before or on a specific
time or date, is

Mindfulness at work

What are the benefits of mindfulness at work and how can we train ourselves to be more
mindful in the workplace?
63
Do the preparation task first. Then read the article and do the exercises.

Match the words with the definitions.

PRODUCTIVITY, THANKFUL, YOUR MIND WANDERS, TO BECOME CONSCIOUS
OF SOMETHING, MULTIPLE, INEFFICIENT, TO SHIFT YOUR ATTENTION FROM/TO
SOMETHING, FOCUS

you start thinking about something other than what you're doing

the ability to concentrate on something

to become aware of or start to notice a particular thing

having many or different types

grateful and glad about something

to move your attention from one thing to another

the rate at which a person produces useful work

working in a way that wastes time, money or other resources

Have you ever missed important information in a meeting because you were thinking about
something else? Or eaten your lunch at your desk without even noticing what it tasted like?
If this sounds familiar, you're not alone. Research has shown that 47 per cent of the time,
people are thinking about something other than what they're doing. People's minds wander,
whether they are trying to read important emails, speaking to clients, updating the sales
figures, or talking to colleagues. Interestingly, it was also found that people were less happy
when their minds were wandering than when they were not. Being mindful and paying
attention to the present can not only improve our focus, but it can also help us reduce stress,
improve relationships and allow us to feel more connected with the present moment.
But what exactly is mindfulness?
According to Psychology Today, mindfulness is a state of active, open attention to the
present. When one is mindful, one observes one's feelings and thoughts from a distance
without judging them as good or bad. Being mindful means living in the moment and actually
experiencing what life has to offer. There are different ways that we can train our minds to do
this. One easy and effective way is through meditation and mindfulness exercises.
So, how can we learn to be more mindful at work?

64
1. Make time for short mindfulness exercises.

You might not have time to sit down to do long mindfulness meditations every day, but you
can take a moment to focus on your breathing and become conscious of your senses. In A
Monk's Guide to Happiness, Gelong Thubten recommends practising micro moments of
mindfulness. One way to do this is by sitting with a good posture and becoming aware of the
sounds you can hear. Through exercises such as this one, you can learn to focus your
attention and train yourself to become more mindful.

2. Be aware of what you're doing.

Mindfulness is about being present and consciously experiencing every moment.

When you're talking to your colleagues, pay attention to their body language, their intonation
and what they're really saying. When you're sitting at your desk, be aware of the sensation of
contact between your body and the chair. If you find your mind wandering from what you're
doing, notice those thoughts and bring your attention back to the present.

3. Make a list of things you are grateful for.

In our busy day-to-day lives, it's easy to only focus on things that have gone wrong and be
negative about the people and the things around us. By making a list of things we're thankful
for, we can have a more balanced view of our reality. Being mindful of the things that are
going well can also help improve our motivation, creativity and productivity.

4. Avoid multitasking.

Do you sometimes try to reply to emails while attending a meeting? Or look through your
work chats while having your lunch? Doing multiple things at a time might make you feel
more productive, but it often means you are not concentrating fully on any of the things you
are trying to do. This makes you inefficient, more likely to make mistakes and worse at
ignoring things that are not important. It can also make you unhappier as you lose connection
with the present moment. So the next time you find yourself shifting your attention between
multiple things, allow yourself a moment to decide what you really need to focus on and try
to give that your full attention.
The more we practise doing these four things regularly, the more we can train ourselves to be
more mindful at work and the more we see its benefits. So, bring your mind back from
whatever you're thinking about and turn your attention to the here and now.
Choose the correct option to complete the sentences.

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8 items remaining

Having a wandering mind …

is common.

has no negative effects.

can't be helped.

makes people happier.

Mindfulness can help you …
become more intelligent.
do several things at once.
get physically fit.
improve your social relationships.
Mindfulness is …
another word for meditation.
paying attention to the present.
a kind of positive thinking.
getting better at deciding if things are good or bad.
The author recommends becoming more mindful by …
paying attention to your breath and senses.
dedicating an hour a day to meditation.
trying to think nothing at all for very short moments.
sitting in a comfortable chair.
Being mindful at work means …
being positive with your colleagues.
changing tasks often so you don't get bored.
focusing on whatever you're doing at that moment.
sometimes doing two tasks at once to be more efficient.
Being grateful for things helps us to …
recognise our own strengths and weaknesses.
see the good things as well as the bad things.
be organised and use lists.
shut out negative thoughts.
Multitasking is …
good for productivity but bad for your mental health.
useful but only for short amounts of time.
fine for people who have a certain type of brain.
bad for productivity, concentration and happiness.

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The author finishes the article by encouraging the reader to …
take a deep breath and notice how they feel.
start turning their dreams into reality.
try to accept that uncertainty is part of life.
focus their attention on the present moment.
Complete the sentences.
PRODUCTIVITY, MINDS, CONSCIOUS, ATTENTION, UNHAPPIER, GRATEFUL,
MULTITASKING, BENEFITS

1. In our busy modern lives, it is common for our ……………..to wander, even when we're

doing something important.

2.

We often try to do several things at once, but research shows that ….. makes us less

productive and more stressed.

3. Mindfulness is paying …………..to the present moment.

4. Being mindful helps us become more …………… of what we're doing and the people

around us.

5. Writing lists of what we are thankful or …………… for helps us to achieve a more

balanced view of reality.

6. When we improve motivation and concentration, we also find that we

improve……………..

7. When we multitask or get distracted, we're likely to feel ……………..

8. The more we practise mindfulness, the more we see its ………….

Discussion

What do you do to help yourself be more mindful at work?

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