Rod UR (e} a Business Objectives Fully updated for the international marketplace Vicki Hollett OXFORDContents 1 MEETING PEOPLE Page 6 foc fer Reretcay Trend entire ay Getting information Introductions Countries and SPEAKING 4: The Describing jobs. Prepositions—jobs nationalities Conference Game WRITING: A personal Commuters Wh- question forms Word stress Profile Personality profile Sinple prosentitenea: SPEAKING 2: Organizing How long does it take? your studies 2 TELEPHONING Page 16 Topics Language - eee ieee einen Starting calls Can / could / may... ? Telephone language LISTENING: Messages Transferring information can / could / would you lend and borrow SPEAKING: Two Deciding what to do ai telephone role-plays WRITING: Business. letters Instant decisions: Requests Spelling the alphabet Telephone numbers and e-mail addresses 3 ORGANIZATIONS | Page 28 ions [enter eerie? eens een Company profiles Present continuous and ‘Company departments LISTENING: A PowerPoint simple present tenses presentation Facilities +s endings: /s/, /2/, /iz/ Departments ave / ise Numbers eee reat Current activities He Tar Te Company strengths 4 EXCHANGING INFORMATION | Page 38 Topics Language Ree Teenie Pronunciation Description Adjectives Sorting and recording SPEAKING 1: Explaining what you need was and were new vocabulary A crossword Size and dimension Wheat was it ke? LISTENING: A sales‘team 5 - bic Words with different briefing ee gue spellings that sound SPEAKING 2: Executive It weighs / costs the same toys5 REPORTING Page 48 Topics PET Ey Aerosol Eel a Skills Work Pronunciation Company history Simple past tense in / on f at and time READING: Marketing Saying when Prepositions with time POreea peer Reporting on a trip Question forms SPEAKING: Reporting on Py -ed verb endings: /d/, won fenleat Complaints Wt, hdl 6 SOCIALIZING Page 58 Boris Language eee Sree Pronunciation _ Business lunches some and any Countable and ‘SPEAKING: Socializing eee Would you fhe. P luncountable nouns—food over lunch Interests and routines Expressions of frequency _Yerb-noun collocations: BEADING oprsonte sports survey Chatting Polite replies a Consonant sounds: /s/, WV and A) 7 MEETINGS Page 68 ices Language Wei? Briers Pronunciation Recommending action Should Multisvord verbs LISTENING: Taking notes of decisions at a Asking for opi ® i king for opinions xpressing opinions io i ing to (fu Vowel sounds Making suggestions Going to (future) SPEAKING: Holding a Justifying decisions Why don't we... ?/ meeting to discuss ld we. ? Problem solving ‘Should we ... ? / We budget cuts could 8- MAKING ARRANGEMENTS Page 78 Ee) (enon Peay Emons emer Dates Simple present and Verbs that collocate with WRITING: Email Schedules, plans, and ie bie spponiment SPEAKING: Arranging arrangements Dictionary entries and rearranging a Making appointments Would ‘schedule Invitations ‘Avoiding flat intonation Setting a time9 DESCRIBING TRENDS Page 88 fered Language Vocabulary, ene Rises and falls Prepositions—finance Guessing unknown Describing changes words from context Describing graphs Giving reasons Verbs of change—rise, fall, etc. Adjectives and adverbs Words with silent letters Cause/effect connectors 10 PROGRESS UPDATES Page 98 cos ~ ees Petey Se | eneen Giving news Present perfect tense Employment verbs Staff changes Question forms Targets Vowel sounds Checking progress e 1 PLANNING Page 108 ios rd Vocabulary, ease Talking about quantity Countable and Countable and uncountable nouns with uncountable nouns Making predictions mmudh'ata inary, Giving advice Future facts and Offering help predictions: Sees Event planning. Will / won't Should |... ? You's better... 412 COMPARING INFORMATION Page 118 ones fete Vocabulary, Eamets Comparing sales figures Comparatives and superlatives Jobs and occupations. Comparing countries Suffixes: -er / est Comparing companies yee a5... as, the -est / the most ... Stress patterns in words Sen cid ‘SPEAKING: Presenting graphs READING: The story of Coke Sreanens LISTENING: Radio business news SPEAKING: Discussing stock performance Senn LISTENING: A project briefing on an office move SPEAKING: Planning a business venture Skills Work SPEAKING 4: Job satisfaction READING: Stress levels of business people SPEAKING 2: Discussing, workplace stress13 BUSINESS TRAVEL Page 128 ions Language Air travel Modals expressing obligation Rules and regulations Future possibilities a Te P don't have to Eompeny paler Open conditionals, Social customs 14 COMPANY VISITS Page 138 cere Language Achievements Present perfect vs. eset simple past Systems and processes Fo" end since, ever anc never Passive voice ‘Sequencers 15 TACKLING PROBLEMS Page 148 ions Language Consequences would / might / could Hypothesizing Second conditional Issues What if. Solutions Negotiating Rerctiegy eaten ‘Travel vocabulary Voiced and unvoiced consonant sounds Vocabulary, eaters Make and do collocations. ‘Vowel sounds Vocabulary, Pronunciation Terms of sale Contrastive stress in sentences Skills Work READING: Business lunches ‘SPEAKING: Introducing ‘changes to work systems Skills Work WRITING: A report on leasing a fleet of vehicles LISTENING: A visit toa car assembly plant ‘SPEAKING: Showing a visitor around your organization Sears LISTENING: Problems with sales statistics SPEAKING 1: Negotiating solutions to problems SPEAKING 2: Evaluating your progress in English INFORMATION FILES Page 158 GRAMMAR AND USAGE NOTES Page 167 GLOSSARY Page 180 AUDIO SCRIPT Page 1832 I Aa: Meeting People OBJECTIVE @ to meet foreign contacts and get to know them TASKS ® to introduce yourself to other people to describe jobs and responsibilities to find out about other people's jobs to ask questions about foreign companies to read and write a personal profile PRESENTATION ‘L_ Do you know the other people in the class? Introduce yourself to everyone. Hi. / Hello. My name is... and I work for /in 2 Look at the people in the photographs. 1 Is it a formal or informal situation? 2 What are they saying? 3 (2-4 Listen to three conversations and match each one to the correct picture.1. Meeting People 4 {} 2 Listen again and complete the conversation. Louise Carlos Velazquez, fou to Peter Brien. Peter, Mr. Carlos Velézquez of Telefonica Méviles, in Argentina Mr. Velazquez pe oe Peter Louise Peter works for our New York branch. He's international accounts, 5 3 Put this conversation in the right order. Write numbers in the boxes. Then listen again and check your answers. Sven Sure I do. How are you, Jim? Jim Good. Let's go upstairs and get some coffee. Anna Sven! Welcome to L.A. Great to see you again, Anna. Just fine. Do you know my colleaguo, Jim Olson? Sven Great to see you, too! How are you doing? Sven Not bad Jim — Good, thanks. How was your trip? ooooo000 6 (4 Listen again and correct the mistakes in these sentences. Bob, Liz and Jin-ha are in an-effice. a fitness center 1 Liz and Jin-ha work together 2. Jin-ha is an engineer. 3 Liz's daughter works in a supply chain forecasting. 7 Work in groups. Practice making introductions. Introduce: 1. two people in a formal situation. 2 two people in an informal situation. 3 yourself at a company reception desk 4 yourself to a new colleague, 5 yourself to a foreign visitor you are meeting at an airport. Let me introduce you to this is Pleasure to meet you. Me, too, Do you know ... ? this is . Hello. / Hi Good to meet you. Good morning. My name is ..._ Ihave an appointment to see I don't think we've met. I'm. Excuse me, Are you Mrs. Eustace? I'm .. 8 When do we say good morning, good afternoon, good evening, and good night?a 4. Meeting People 12 LANGUAGE WORK Getting information ‘1. Six people are visiting your company today. Look at their business cards and ask and answer questions about them. ‘What's his/her name? (What is) What nationality is he/she? Who does he/she work for? Where does he/she work? What's his/her position in the company? SKANESBANKEN BIRGITTE SVENSSON DEPUTY MANAGING DIRECTOR NYBROKAJEN 7 5-15146 STOCKHOLM TEL: +46 8 66 50 40 CELL: +46 736 80 03 87 E-MAIL: bsvensson@skanesbanken.se CHEMA Y PUNTO SA MARGARITA VIDAL ROMERO Public Relations Oficer AV CORRIENTES 1048 1464 BUENOS AIRES, ARGENTINA Tel: +54-(0)11-4314-2687 Mob: +54-911-435-1214 E-mail: MVRomero@Chema.ar ‘ usiness Systems “© Consultancy Services = fy DALE CROSBY ~ VICE PRESIDENT 1049 DERWENT DRIVE SANTA BARBARA, CALIFORNIA ‘Tol: 805-963-9171 Cell: 805-962-8593 op E-mail: Dale,Crosby@BSCS.com ae sSi BUSIN SYSTEMS Adbullah S. Al-Humaid tome :tey abel Ernie Wong, Director cE re ere 288 Keelung Road, Sec. 1, LOR TS kN Stee BAe Taipei City 110, Taiwan R.O.C. ipei City 110, Taiwan ery enrer er ELy Tel: 896-2-2725-5233 Mob: 896-938.329-790 z Fax: 886-2-2757-6689 E-mail: E.Wong@msa.hinet.net ibe EAST ASIA () GULF PUBLISHING1 Meeting People Now find out about the people sitting next to you. What's your name? What nationality ... ? ete ‘A company called IPQ is having a conference. Put the right word in each space to make questions. When Where Why What How Who Which 1 ____ are those people? They're members of our solutions team. 2 ____ are they here? ‘There's a conference today. 3 ______ isthe conference about? The RM110 data system. 4 ________ many people are there? About 30, 5 ______ divisions do they work in? Marketing and sales. 6 —_____ do we meet them? At 6 o'clock this evening, 7 —___is the party? In the Marriott Hotel downtown. Here are some answers, but what are the questions? 1 I'm fine, thanks. 2 Michael Wang 3 M-ECH-A-E-L. 4 I'm Taiwanese. T'm from Taiwan. FIMEX Ltd We export electrical appliances. I work in payroll. T'm an auditor. 6 a 8 9 10 Taiwanese, Mandarin, and English. All these questions are in the present tense. For more information on the simple present, see page 168 in the Grammar and Usage Notes. Write some questions to ask a colleague. Ask about: thoir company their job, their responsibilities, their hobbies and interests. Find someone you don't know very well and ask your questions.= 1. Meeting People Describing jobs ‘Study the words in bold type in these sentences. rm afinancial controller. _(a/an + job) an engineer. I work for ATT. a (for + employer) Tm in ‘marketing, (in + type of work) the chemicals business. chemicals. Complete this conversation. Use a, an, for, and in. A. What do you do for a living? B I'm _______ pharmaceuticals. ‘A Really? Who do you work 2 B Merck. I'm —______ product manager. What about you? A Lwork Bechtel. B So you're _______ the construction business? A Yes. 'm _______ engineer. 2 Complete these sentences about yourself. AsTtan fa a 2 Lwork for 3 I'min 3 How many senior and division managers does this organization have? Ahmed Sileen Nardo Mohammed otal naan [nc Patrick P. Amos _ Vera 0. Roberts Mates systems Space systems Celular Systems 10Commuters Rosa Gonzalez, architect. Works on 42nd Street, New York. Lives 2 miles away at Central Park West and 86th Street. 15-minute trip on rollerblades. Thinks about the day ahead or listens to her MP3 player 1. Meeting People Ask and answer questions about the organization. Whois responsible for cable systems? Emma Wood. in charge of Who is she responsible to? The chief executive officer. Who does she report to? Find out about your partner. Which division do they work in? ‘ What are they ‘responsible for? © Who are they responsible to? Ask and answer questions about these commuters. Matthew Long, data analyst. Works in Hatton Gardens, London Lives 4 miles away in Hornsey 25-minute trip on bike. Has to concentrate on the traffic. Daisuke Tanaka and Hideo Nakajima. Work for banks in Otemachi, Tokyo. Live 20 miles away in Chiba. 50-minute trip by train. Read, send text messages, or sleep. What does Rosa do for a living? Where does she live? Where does she work? How long does it take to get there? How far is it? How does she get there? What does she do on the way to work? Now ask a partner similar questions about their trip to work. a4] 1. Meeting People Countries and ‘1 Toshiba is a Japanese company. The headquarters are in Japan. nationalities nationality country What about these companies? 1 2 3 4 5 Honda 6 LOréal IBM 7 Barclays Bank Alfa Romeo 8 Nestlé Haier 9 Siemens Daewoo 10 Philips 2 Complete the chart. Country Nationality Japan Japanese The US. Italian China Korean France British Switzerland Germany The Netherlands 3 Work with a partner. Say where these letters and stamps are from. This one’s from Brazil. It's Brazilian What other countries and organizations does your company have contact with?E | 1 Meeting People Personality profile ‘L_Read this article about a businessman called Ram Charan. What information is missing? Suggest possible words to fill the spaces. Ram Charan is a business guru. He’s ' years old and he comes from?__, but he doesn’t live there now. Ram lives in 2 He flies about * miles each week. Ram has a*____ degree from Harvard Business School. He writes *________ and he travels all over the world. He meets with 7_______and helps them solve business problems. Ram doesn’t have a website, He gets his clients by Ram doesn’t own a ‘____. He just has a small black suitcase and his assistants Fedex eee tolbinny 2 Work with a partner. One person uses the information below and the other uses the information in File 4 on page 158. Ask your partner questions to get the information missing from the article. Complete the article. How old is Ram Charan? Where does he come from? Pronunciation 1 5 Listen to these words from Unit 4. Mark the syllable where the main stress falls. Example international a construction € information b engineer f responsible © headquarters g responsibilities d financial h nationality 2 Now practice saying the words. Make sure you stress the right syllable. 13_ 1. Meeting People — 1.3 Speaking 1 SKILLS WORK Work in twos or threes. You are participants at an international conference, Toss a coin to move. © Heads: move one square. © Tails: move two squares. Follow the Instructions on each square and start a conversation. The first person to finish is the winner. Ask another person about the department or division they1 Meeting People Writing Read the profile of Lani Silber Welss and then write another profile about yourself. Use the topics below to help you, name company responsibilities nationality position in the company hobbies home town. vacations T'm Lani Silber Weiss, and I’m the president and chief operating officer of the Potomac Nationals, an American baseball team. I work at our stadium in Woodbridge, Virginia, not far from Washington, D.C,, and I run all the financial and accounting operations. So I do a lot of different things, because I oversee the day-to-day bookkeeping and banking operations, and I'm also responsible for our monthly and annual statements. T'm always very busy and I don't get much five time, especially in baseball season, Bat when I can, | like spending time with my friends. And when the season ends I like to go on vacation. I love Europe, Mexico, and Africa, and I'd love to visit Asia some day. Speaking 2 Interview a partner about their learning objectives. 1 Why do they want to learn English? Who do they want to communicate with in English? What do they want to practice most: reading, writing, listening, or speaking? 4 How many hours a week can they spend studying English? 5 What English books, CDs and DVDs do they have to help them learn? 6 How can they practice English outside lessons? 152 4 Telephoning OBJECTIVE © to make contact and exchange information over the phone TASKS to exchange e-mail addresses to spell and note down key words and numbers in a telephone message to make, agree to, and refuse requests to respond to new situations and say what action you will take ooo 0 to write letters, e-mails, and faxes confirming telephone calls, eae PRESENTATION ‘L Study these two computer sereens. What are they are for? (2.67 Listen to the two telephone conversations and complete the screens, Conversation 1 File Edit GoTo Invoice Tools Product Tools Main Tasks Window Help PURCHASE ORDER Customer # [9045 oo Quantity Ref # Photoconductor units BILL TO. Contact Name Company Address Avenida México 3300 Guadalajara, Jalisco 44640 México 162 Telephoning Conversation 2 File Edit GoTo Invoice Tools Product Tools Main Tasks Window Help ih SALES PROSPECT CUSTOMER DETAILS AREAS OF INTEREST | Firesafe cabinets ey | ——————— —— ACTION NECESSARY SaaS Send brochure Send quote Arrange a sales visit Call back 2 Listen to the conversations again and answer these questions. Q6 a What question does Juan Lopez ask about the photoconductor units? b What does Karen ask Juan to do? Q7 © Why doesn’t the switchboard operator connect Jill Rosen immediately? d_ What does Lynne say she'll do? 3 Match the words and phrases (1-10) with similar meanings (a-). 1 acode a I'll connect you 2 an extension number b an office phone number 3. The line’s busy ¢ One moment. 4 Can I put you on hold? Could I have your name? 5 Would you like his voice mail? e_I'm ready 6 I'll put you through. f a country or area number 7 May I say who's calling? & He's speaking to another 8 Hold on. caller, 9 Go ahead. h Is that all? Would you like to wait? Do you want to leave a message? 10 Anything else? 472 Telephoning 2.2 LANGUAGE WORK Pronunciation 1 65 Can you spell English words over the phone? Listen to the English alphabet and look at the chart. All the letters with similar sounds are grouped together. fy 2: 3 4 5 6 7 page see ten five home too = arm A B F 1 oO Q R H C L a U o D M w K E N G s Pp oo at Vv 2 2 Study the chart for a moment then close your book and try writing it ‘on your own. 3 9 Listen and write down the words you hear spelled, ie 6 a 4 Work with a partner. Take turns dictating abbreviations and write them down. One person dictates the abbreviations below, and the other dictates the ones in File 2 on page 158. IBM clo OPEC vip EL pvp FAQ clr ut AGM ASAP. IT Do you know what the letters stand for? You can find out in the Glossary on page 180. 182 Telephoning Transferring 4L_ Exchange work and home telephone numbers with a partner. information PRONUNCIATION NOTE In phone and fax numbers, we usually group the numbers in threes and fours, not twos. 610-555-9302—six one oh, five five five, nine three zero two not séx-one-oh five, five five, nine three, two-z6ro. We pronounce the number 0 as olt or zero. 2. Work with a partner. Take turns dictating telephone numbers and write them down. One person dictates the telephone numbers below, and the other dictates the ones in File 3 on page 158. 621-9: 9194 1-800-441-54 44-1525. 010-8 1-6-: 3 Exchange e-mail addresses with a partner. PRONUNCIATION NOTE ‘Tim_Harris-99@quickwork.org.de Lhaacr | underscore hyphen at alone word dot 4 Practice reading these e-mail addresses aloud, 1. s.famiglio@ovp.com michiko@suntime.netjp sunny1982@yahoo.co.uk sales-info@bargaindeal.com.br p_hubertsky@tre.org.de akon 192 Tolephoning Send 200 pieces, ref. no. BOG-AJ, to the Seoul Factory. Deciding what to do 20 5 When you transfer information by phone, try not to leave long silences or pauses. These phrases will help you. StantinG Ready? Go ahead. CONTINUING Have you got that? Got that. FINISHING Anything else? That's all. cuveKiNG Could you read that back to me? Let me read it back to you. Work with a partner. Take turns giving each other messages and write them down. One person dictates the messages below, and the other dictates the messages in File 4 on page 158. Here's Frank Fisher's e-mail address: Earn oR ae a to Vera in Sd Faulo, 00-55-1-223-3181 1 Sometimes we meet new situations or problems and we have to say what action we'll take. A. The line's busy. B /'ll call back later. A Could you take a message? B Hold on. Ill get a pencil. Decide what to do in these situations. A I'm afraid your train is delayed. B /'ltake a taxi 1 I'm afraid your train is delayed. (taxi) 2 The president is busy right now (later) 3 We need some more paper, (order) 4 They don't speak English (translator) 5. This quote is very high. (another supplier) 6 Ihave to go to head office tomorrow. (a ride) ‘hase order number. 7 They want the pui 8 The CEO just fainted. (water): | 2 Telephoning 2 Sometimes the person we phone is not available. Match these reasons to the right picture. a_ She's on the other line. She's out sick. She's not at her desk. Sorry, he’s ina meeting, caoe I'm afraid he’s not here right now. Can you think of any more reasons? 3 Work with a partner. Make up conversations deciding what to do when someone is not available. A. I'm looking for Barbara Morey. B I'm afraid she’s on vacation this week A Can you ask her to call me when she gets back? These phrases will help you. Tit hold. Tl call back later, Could you take a message? give her a message? Can you put me through to her voice 22 Telephoning Requests Could you ...2 Thank you. 22 ‘1 We use these phrases to ask other people to do things. Can you...?- Could you... ?- Would you... ? You're on the phone. What do you say in these situations? a You can't hear the other person. You want them to repeat something. They're speaking too fast. You want them to spell a word. You want them to transfer you to the Finance department. saoe 2 We can reply to requests like this. I'm afraid .. Vm sorry, but ... Practice these expressions with a colleague. Ask them to: spell their surname for you. tell you the time. tell you their computer password. give you a ride home tonight. lend you their dictionary lend you some money. sea ce VOCABULARY NOTE Put lend or borrow in these questions. Could |_____ some money? Could you ______ me some money? ‘Notice we lend to someone and we borrow from someone. So when we lend, we give; and when we borrow, we take.ee. REMI, 3 - gaetirns 27g 2 Telephoning 3 We use these phrases to ask if it's OK to do things. ASKING SAYING YE SAYING NO) CanT...? Sure, no problem, I'm afraid ... Could 1... 2 Of course. I'm sorry, but May1...? * Yeah, go ahead. ** Help yourself. * Informal “Inviting someone to take something Practice with a colleague. You are in their office and you want to: use their phone. No borrow a laptop to use the internet look at their copy of the production plan. Be copy a file from their cor borrow their copy of The ar Times. ao borrow their Who makes these requests: a customer (C) or supplier (S)? Can I place an order? —— May I have your name and company name? —— Could you tell me the delivery address? —— Can you deliver by Friday? May I have an address for the invoice? —— Could you tell me how much it will cost? Could I get a volume discount? —— Would you confirm this order in writing? Work with a partner. Make up a conversation between a customer and a supplier. Make and respond to as many requests as you can. Work in pairs. One person looks at the information below and the ‘other looks at the information in File 6 on page 159. You sell electronics. A foreign customer calls you. Answer their inquiries about your personal digital assistants. They will ask about: your prices. © delivery times, ‘® the guarantee, discounts. @ your terms of payment. Invent your answers. You can agree to or refuse their requests. Don't forget to write down their details. 232 Telephoning : 2.3 SKILLS WORK Listening 1 {) 10 Listen to a voice mail message and answer these questions. a Where is Anne Parker going? b How can you reach her? 2 {114 One of Anne's colleagues listened to Anne's messages and made notes. Listen to the call, find the mistakes in the note below, and correct them. A MESSAGE FOR FROM: TEL. NO. PLEASE CALL BACK WILL CALL AGAIN URGENT 3 © 12 Now listen to another caller and complete this message. AMESSAGE FOR: FROM: TEL. NO. PLEASE CALL BACK WILL CALL AGAIN URGENT 4 (13 Listen to a different recorded message. Who is it for and what's their extension number? 5 {) 14 Listen to some more voice mail instructions. What number do you need to press to: a replay a message? b continue recording a message? © erase a message? speak to an operator? € transfer out of the voice mail system? 242 Telephoning Speaking Sit back to back with a partner and act out these telephone calls. One person looks at the information below. The other uses the information in File 8 on page 159. Call Your company’s new price lists are still at the printer, You expeet ther to arrive today. A customer calls with a request. Write down the details call 2 Call your partner and ask them to speak at the International Management Conference in Las Vegas on November 16th. You want them to give @ talk on their company’s current projects Writing ‘L_ We often need to confirm phone calls in writing. Most written business communications contain a lot of standard phrases. Notice how some standard phrases are used in this fax. Avenida México 3300 els fototécnica Reem Fax: 52-33-813-1389 Tel: 52-33-813-1324 wwn-fototecnica.m. Attention: Karen Hayes From: Juan Lopez Your ref: 9045 Date: December 9 Re: PO number: 56281904 Dear Karen, Regarding our telephone conversation today, I'm writing to confirm our order for: 6 x Photoconductor units ref no 76905, I'd really appreciate it if you could deliver them as soon as possible Thank you for your help.- Sincerely yours, Tun Lopex Juan Lopez Director—Procurement START REFERENCE REASON FOR, WRITING REQUEST CLOSING REMARKS FINISH 252 Telephoning 26 2 Look at this list of standard phrases. Which ones are more formal? Use the list to complete the letter and e-mail on page 27. Tie START "THE FINISH Dear Sir or Madam, Sincerely you Dear (Mr/Mrs./Ms. Sloan), Best regard: Dear Mary-Lynn, ‘Take care, Margaret, Have a great day, ‘TE REFERENCE Regarding _your advertisement in the Reporter your phone call today ‘Thanks for your e-mail your call THIF REASON FON WHETING: I'm writing to confirm ... apologize for ask if. ESTING I'd really appreciate it if you could .. AGREEING TO REQUESTS V'd be happy to Can you... ? Vd be thrilled to Please GIVING BaD NEWS: SENDING DOCUMENTS Unfortunately Please find enclosed .. I'm afraid that I'm attaching. Close with a friendly phrase or reference to future contact. CLOSING REMARKS ‘Thank you for your help. Please contact us again if we can help in any way. there are any problems. you have any ques REFERENCE TO FUTURE CONTACT Hook forward to hearing from you soon meeting you next Tuesday. seeing you next week, See you soon,| s2Reten lace Boston, MA 02110 WXYZNe —— Dear Mr. Cochet, Until then, + of our old brochure and an up to date price list. Jacqueline Scott Vice President—Sales 2 Telephoning Tel: 617-555:6092 Fax: 617-555-6092, ‘wowwwaxyznet. com _________ your phone call today, for not sending a copy o marcus@topspeaker.br.com From: Liackyscott.@wxyznet.com Subject Las Vegas tak Marcus, at the IM Conference in Las Veges. details as soon as you have them Jacky Vice President, Sales Tel: 617-555-6092 WXYZ Net your phone call yesterday, to confirm that ~ Race to come and speak send me more 27Organizations OBJECTIVE ® to discuss the business activities of different organizations TASKS ® to describe current projects ® to exchange numerical information ® to ask and answer questions about facilities © to give a presentation of your company 3.1 PRESENTATION ‘L_ What do these organizations do? Do you know anything about their activities? (} 15-17 Listen to three people talking about the organizations. Which one is each person talking about? 3 ) 45 Listen to the first speaker again and make notes of the figures. What businesses are they focusing on at the moment and why? 283 Organizations 4 16 Listen to the second speaker again and answer these questions. 1 What does the organization do? 2 How many volunteers does it have and how many local staff? 3 Where are volunteers working at the moment? 5 ()17 Listen to the third speaker again and complete these notes. 293 Organizations 3.2 LANGUAGE WORK Company profiles Work with a partner. Ask and answer questions about these companies. For help with the pronunciation of numbers, see page 177. A How many ATMs does Bangkok Bank have? B_ Seventeen hundred. A What about branches? Does it have any overseas? B Yes, it does. It has six hundred branches in Thailand and twenty- one overseas. @ ATM 600 branches in Thailand 1,700 ATMs 21 overseas branches 12,000,000 account holders Pirelli (tires and cables) 2 core businesses: tires and cables 93 factories Over 39,000 employees 12,400 patents 30 Herend (porcelain) 1 factory and visitors’ center 1,460 workers (including 630 porcelain painters) 16,000 different products (dinner 7 sets, ornaments, etc.) 10 stores in Hungary and 4 stores abroad in Germany and China IKEA (furniture) 201 stores 400,000,000 visitors a year 65,000 employees worldwide 12,000 different products3 Organizations Facilities ‘L Would you like an office like this? Why/Why not? Petrobras (oil and gas) i 2 Make sentences about the office. Begin: 15,834 oil wells "4 ie Itisn’t... 16 ol ee There's a... There isn't a.. 5,074 gas stations . p 27,120 kilometers of pipeline There are some ... There aren't any ... Use words from the box. computers plants coffee machine small dark map photographs bookcase very neat windows water cooler similar to my office What else can you see in the picture? Make some more sentences. GRAMMAR NOTE We use there is and there are to say things exist or don’t exist. There's a child’s picture, but there aren’t any plants. We use it for things. Takeda (pharmaceuticals) ae i 7 : e The picture is on the notice board. It’s orange. 14,592 employees pee CSI EAT EEL So we often use there when we talk about something for the first time ieee i and it when we describe the details. 20 subsidiaries outside Japan : : ae 76,107 stockholders There's a water cooler by the wall. It’s two-thirds full. 3d)Departments 32) Find out about a partner's place of work. Ask questions about the building and its facilities. Use the words below and begin: Is the building ... ? Is there a(n)... ? Are there any ... ? 1 modern 8 separate rooms for smokers 2 cafeteria 9 large parking lot 3 facilities for disabled staff 10 near a train station 4 elevators 11 bus stops nearby 5 noisy 12 daycare (for children) 6 air conditioning system 13. sports or recreational facilities 7 cold in winter 14 nice to work in Study this organization chart. Which department: a puts the products in boxes and crates? b places ads in magazines? c pays the staff? d_ buys supplies? e sells the products to customers? f plans how to sell new products? g services the machines and equipment? h_ arranges training for the staff? recruits new employees and answers personnel questions? manufactures the products? invoices customers? looks after customers’ problems and complaints? m dispatches the products and sends them to customers? n_ organizes control systems to prevent mistakes? o deals with taxation, investment, and cash management? ——emOrganizations : ‘ Pronunciation ‘1 {48 There are three ways to pronounce s at the end of words: /s/, /z/, and /1z/. Practice saying these words. SINGULAR PLURAL /s/ mistake mistakes product products fal employee employees sale sales /tz/ box boxes package packages 2 (19 Now listen to some verbs. They all end with s. Which ones end with an /1z/ sound? Check (/) them. 1 puts 6 plans 11 invoices 2 places 4 7 services 12 looks after 3 pays 8 arranges 13 dispatches 4 purchases 9 recruits 14 organizes 5 sells 10 manufactures 15 deals with Current activities ‘L We use the present continuous tense to talk about actions that are going on at the moment. Complete these sentences using words from the box. wait call live build grew develop stay reach spend a This sector of the market growing fast. b Azto Pharmaceuticals _________ ________ a new drug. ce We _____ ss __ as new factory in China. d These products _______ ______ the end of their life cycle. e People _______ ________ longer because of improved medical care. f We ______ ______ too much time on paperwork He) at the MarrioteHovell tonight. h | _______ __________ about your ad in the paper. i Someone ________ _________ for you in your office. GRAMMAR NOTE We use the simple present tense to talk about regular activities. I work for IBM. But we use the present continuous tense to talk about temporary activities. I’m working on an interesting project at the moment For more information on these two tenses, see the Grammar and Usage Notes, pages 168-169. 33)3 Organizations Company strengths 34 iE 2 Work with a partner. Find out what's happening in their company at the moment. @ Are they entering any new markets? (Which ones?) ® Are they developing any new products or services? (What?) @ Are they building any new facilities? (What? Where?) Are they introducing a quality control program? (What exactly?) @ Are they working in any joint ventures? (What?) And what's happening in their department or division? @ Are they taking on new staff? (Why?) @ Are they reorganizing any work systems? (Which ones? Why?) ® Are they introducing new technology? (What?) Are they implementing new software? (What?) ® Are they working on any interesting projects? (What exactly?) ‘L Are these statements true for your company? We're number one in our field. We produce a wide range of products. We provide a wide range of services. We have offices all over the world. We use the most advanced technology. We invest a lot of money in research and development. We own important brands. Why is your company special? What is your company’s main strength? 2 How do you search the web? Do you use Google? (Why/Why not?) What do you know about Google? Are these statements true or false? What do you think? a Google operates the largest search engine on the web. b Ifyou have an internet connection, you can do a Google search for c d Google offers search services in five languages. e Google has “pop-up” ads on its site. f You can buy a better page rank for your website from Google. g Google advertises its services on television. h Google doesn’t offer its users chatroom services. i Google wants people to leave its website as fast as possible. j Google employees wear suits to work. k The company chef played guitar in a famous rock band. Now read the article and find out.eae results in 35 ‘ 't answers, they website as quickly as possible. rowth through trust oogle never sells “places” in its ch results. You can't buy rankings from have one of the ds in the world a of mouth. It of TV ad and ws doesn't grow campaigns. It gro good. Careful advertising Google generates revenues i two wa! ling website 3 Interview a partner. Ask: 3 Organizations use text eee don’t accept pop-up ads. Fun In our corporate culture, the work is challenging but fun. Visit our headquarters in Silicon Valley and you'll find a piano in the lobby, bicycles in hallway, and large rubber exercise balls on the floor. There’s a gym, an ite » doctor, and er ees ¢ compat ref wade to cook for the A single focus Google does just one searches. So at Google, we ont offer horoscopes, financial advice, or chatrooms. We're all focused on one thing: sear you do a Google to understand ¢ vhat you perfect search engine and we're working a Would you like to work for Google? (Why/Why not?) Do you offer any “free” services to your customers? oy How important is trust in your relationship with your customers? b c How many different languages does your company work in? d e How do you get new customers: by word of mouth or by advertising? f What do visitors see when they visit your work place? Is there anything surprising? g Does your company focus on just one core business or is it more diversified? Is that a good or a bad thing? 35)3 Organizations 3.3 SKILLS WORK Listening ‘L Look at these PowerPoint slides for a presentation. a What do you think the presentation is about? b Who do you think the presenter is? c What do you think they will say? Community Education Programs School and '____ programs Life-long learning program Theater * workshops Audience 54% Female 46% Male New Haven 40% Changford 2% Eaglesville * % Surrounding counties 20% Budget Earned income Staff Roles Ticket sales $ 1,980,000 Management team Operations Merchandise $° General manager 1 Production 2 Rentals @.s8 000 Administration 2 Box office 2 Donations Aflistie director 1 Front of house ° Marketing 7____ Interns "° TOTAL Development 2 Education °__ 2 {} 20 The slides are in the wrong order. Listen to four extracts from the presentation. Number the PowerPoint slides in the correct order. 3 (20 Listen again and complete the missing information on the slides. Then answer these questions. a How many seats does the Harbor Theater have? b What do the different employees do? c What education projects does she talk about? d What happens if the theater makes a profit? 363 Organizations Speaking ‘L Prepare to make a short presentation about an organization to the class. You can talk about your own organization or one of the organizations from this unit. Write notes first. Don’t write sentences—just write key words and numbers. (Guess any information you don’t know.) | Name of organization Products/Services Main customers Locations (factories, branches, etc.) Size (no. of employees/revenues) Main strengths Current projects Other information? 2 Now decide on the structure of your presentation. These phrases will help you order the information. THE INTRODUCTION INTRODUCING TOPICS Good afternoon. Thanks for coming. Let me begin with ... Welcome to ... I'd like to tell you about ... Let's move on to ... Before I begin, can I ask .. REFERRING TO SLIDES FINISHING As you can see, ... Are there any questions? Have a look at this. Thank you very much. Use your notes to give the presentation and answer questions from your colleagues. 37Exchanging Information OBJECTIVE @ to exchange information about products and services TASKS ® to give effective descriptions and explanations @ to exchange information on size and dimension @ to get information about transporting a product @ to evaluate different ways of recording new words ® to make an informal product presentation 4.1 PRESENTATION ‘L_ Use these words to label the pictures of inventions. a the spray can c the bar code e the pull-tab opener b the jigsaw puzzle d_ the remote control 2 2 21-25 Close your book and listen to some people talking about the different inventions. Which invention are they talking about? 3 {24 Listen to the person talking about the spray can again. You can read the text at the same time. This was designed in World War II by the United States Department of Agriculture. It was originally developed to protect soldiers from insects. Today’s version contains no CFC gases and is designed to be environmentally friendly. A famous user is James Bond. He uses one to make a flame thrower in the movie Live and Let Die. Why do they say was designed in one place, but is designed in another? 384 Exchanging Information s 4 i?) 22 Listen to the person talking about the bar code again and read the text. Originally these were circular. They were first used in the early 1960s to identify railroad cars and keep efficient records of stock in warehouses. Then supermarkets used rectangular versions for point-of-purchase inventory control. Radio Frequency Identification (RFID) tags are replacing them today. RFID uses radio waves to identify items in warehouses and shops, and can be used in ID cards. Was is the past form of is. What is the past form of are? Find it in the text. 5 923 Complete this text with was or were. Then listen to the person talking about the pull tab again and check your answers. These '_____ invented in 1963 by Ermel Freize, a metals expert, after a family otcaatte We avery hot day, and there *______ cans of cold drinks around, but no can opener. Ermel *________ determined to find a solution to the problem. And this is it. It tears a strip of metal from the can and leaves a hole to drink from. There *________ a litter problem with the original pull-off type and there ° a lot of complaints, but now we use a push-in type. 6 { 24 Listen to the person talking about jigsaw puzzles again and read the text. Adults and children may like to play with them, but they weren't designed to entertain. They were created by a teacher named John Spilsbury in 1767 “for the purpose of teaching geography.” He stuck maps onto thin pieces of wood and cut out the shapes of different countries. It wasn't possible to make fully interlocking pieces until a century later, when power tools were invented. What are the negative forms of was and were? Find them in the text. a 9 25 Complete this text with was, were, wasn’t, and weren't. Then listen to the person talking about the remote control again and check your answers. The first version, in the 1950s, ' infrared. It*_________ connected to the television by a wire. So there ’________ a wire across the user's living room floor, and it *__ very safe. The early models °________ very popular and°______ replaced by ultrasound models in the early 1970s. These i fine for humans, but °_ ___ popular with dogs and cats. Today we use infrared versions to change channels. 39)4 Exchanging Information - 4.2 LANGUAGE WORK Description 1 Do you know what all these adjectives mean? cold old-fashioned expensive inefficient unfriendly crowded five-star busy wonderful boring useless short tiring inexperienced informative windy fast entertaining large uncomfortable 2 Cold is the opposite of hot. 1 Find opposites for these adjectives in the box. slow, cheap, long. small, modern, interesting. terrible 2 What are the opposites of these adjectives? (Look in the box to check your answers.) comfortable, efficient, friendly, experienced, useful 3 Find adjectives in the box to describe the things below. What other adjectives can you use to describe them? A HOTEL = THE WEATHER ENGLISH CLASSES 404 Exchanging Information 3 Work with a partner. 1 Imagine one of you went on an excellent training course in England. Answer your partner's questions about: the trip. @ the hotel. @ the lectures. @ the weather. @ the trainers. @ English pubs. What was the trip like? What were the lectures like? 2 Now imagine one of you went on a terrible camping vacation in England. Answer your partner’s questions about: the trip. the weather. the campgrounds you stayed at. the people you met. the restaurants you visited. English food. What was the trip like? What were the campgrounds like? eee @ 4 Interesting and interested are both adjectives. Interesting describes a quality something has. Interested describes a reaction. Complete these sentences with interesting and interested. Hilt wastrel es 2 [was very 3 There are working on some _________ projects. 4 That's an ______ idea. 5 We're ______ in your feedback. 6 Please e-mail me if you're 5 Do these adjectives describe the products or services your company sells or provides? efficient good value high quality professional technologically advanced environmentally friendly reliable sophisticated well designed expensive Think of more adjectives to describe your products or services. Say what is special about them. Our prices are competitive. . Our technicians are very experienced. RESTAURANTS We offer a wide variety of options. 41: 4 Exchanging Information : a Explaining what you ‘L Label the photographs using the words in the box. need microphone _ socket remote control _flip-chart lectern marker projector power strip 2 © 26 Someone is preparing to give a presentation and they can't remember the names of the things they need. Listen and help them. Presenter / need a thing to show my PowerPoint presentation. You Do you mean a projector? There’s one here. 3 Now choose one of the items (or something else in the room if you like) and describe it to a partner. They must guess what it is. You It’s similar to a notepad—a big notepad. It’s white, rectangular, and made of paper. You use it to write on. Partner You mean a flip-chart. Size and dimension ‘L_ Study these ways of describing dimension. Then cover them up, look at the diagram opposite, and try to remember them. How long is it? It’s 484.5 cm long. _ The length is 484.5 cm. How wide is it? _It’s 165.0 cm wide. _—_‘ The width is 165.0 cm. How high is it? It’s 157.5 cm high. ‘The height is 157.5 cm. How heavy is it? It weighs 2,570 kg. How much does it weigh? The weight is 2,570 kg. How much can it carry? It can carry 1,160 kg. What's the maximum load? It’s 1,160 kg. 424 Exchanging Information 2 A transportation manager is thinking of buying some trucks for his fleet. Act out the conversation with the salesperson. Ask and answer questions about the size and dimension of the truck below. 3 Work with a partner. One person looks at the information below. The other looks at the information in File 7 on page 159. You want to ship some large steel components to a customer in Seattle. Call your partner's shipping company and ask for information. @ Your information The components are in 6 wooden crates. The dimensions of each crate are: Length—4m, Width—2m Height—2.5m. The cubic capacity of each crate is 20m? Each crate weighs 1,500 kg. Information required How many trailers do you need? How much does it cost? How long does it take to drive a trailer to Seattle? 43Pronunciation Sorting words 44 Some English words have the same pronunciation but different meanings and spellings. /wer/ How much does it weigh? Could you tell me the way to the center of town? /wet/ The weight is 3,370 kg. I'll wait in the car for you. ( 27 Listen to some words and write them down. Write different spellings for each word. Cnmrtranneawene Now turn to File 13 on page 161. ‘1 How do you write down the new English words you want to learn? Do you have a system? Here are some different ways of recording the meaning of a new word. Which one is: @ an example sentence? @ a translation? @ a diagram or picture? an opposite? @ an explanation in English? And which are good ways of recording words? Which ones: @ are quick and simple? ¢ explain the meaning clearly? ¢ help you to use the word in a sentence? make the word easy to remember? livvaison e length ae ae to change to @ now position. height “There are a lot. of companies in this market. It's a highky competitive business.” m|<—x-= 4 Exchanging ng Informa or tion 4 2 Record these words in different ways. Use a dictionary to help you, if necessary. (What is the best way of recording each one?) truck, inefficient, component, weight, reliable 3 Sorting words into groups can help you remember them. You can group together words belonging to the same family. Complete this table: VERB NOUN NOUN (PEOPLE) to produce production producer sale advertiser management to employ 4 You can group together words that often go together. Think of more words to add to these boxes. to make a product to manufacture —_a product a presentation to sell a mistake to market a phone call to design a to 5 You can group together words connected with the same topic. Use the words in the box to complete this network. length easy maintenance _ sophisticated dimensions shape selling points domestic plastic circular user-friendly competitive price steel RUBBER To BUSINESS4 Exchanging Information 4.3 Speaking 1 Listening 46 SKILLS WORK When you don’t know the exact word you need in English, you have to find another way of communicating what you mean, using words you do know. So, for example, when you can’t remember the word newspaper you have to paraphrase and say the thing you read every day in the morning. It’s important to do this quickly to increase your fluency in the language and this exercise practices this skill. Work with a partner to complete the crossword. One person uses the crossword below and the other uses the crossword in File 9 on page 159. There are no clues but your partner has the words you need and you have the words they need. You can say anything you like to help your partner, but of course, you can’t say the missing word. What's 2 down? What's 3 across? How do you keep fit? Do you use an exercise bike? Why/Why not? Who buys these machines? What features are they interested in? You are going to hear a sales manager briefing his sales team on this product. Before you listen, label the picture with the words below. seat foot straps belt tension handlebar grips meter menor pe wheelslength width for easy *+.., Es mobility adjustable 3 2 29 Listen and complete the specifications. 4 {) 29 Listen again and complete these sentences. 1 The AC4 was very successful The AC4 is popular with The AC4 doesn’t sell well in The ACS is designed for It comes with The AC5 works for The special feature of the AC5 is that it’s Naunewn 5 Match the words and phrases with similar meanings. 1 low price a collapsible 2 portable b good value 3 high stability c doesn’t take up much space 4 compact d easy to change to a new position 5 adjustable e easy to move 6 folds up for easy storage f doesn’t fall over easily Speaking 2 Work in groups of three or four. You are looking for executive toys to give your customers and clients this holiday season, and you want to give them something unusual. You each have collected information on a different product. Read the information and then take turns describing your product to the group. Tell them about: @ its use or purpose. ¢ the accessories (extras) it comes with. @ its size and dimensions. ¢@ the price. Decide what to buy your customers. Each person in your group needs to look at different information. (See Files: 5 on page 158, 16 on page 162, 24 on page 164, and 29 on page 166.) 47Reporting OBJECTIVE ® to report on past actions TASKS ® to talk about events in a company’s history ® to establish what happened on a business trip ® to deal with customer complaints ® to read about product launches and discuss what went wrong ® to give an account of a project in your workplace Seas PRESENTATION 41 30 Listen to someone describing the history of a product development project. Number these actions in the order they happened. modify the designs {) run a feasibility study send the drawings to potential customers run tests shelve the project design and construct the prototype prepare detailed drawings 48Pronunciation What problems did they have: 1 at the test stage? 2 atthe drawings and specifications stage? 3. at the design modification stage? 4 at the manufacturing stage? Regular verbs end in -ed in the simple past tense. This is pronounced in three different ways. /d/ joined, prepared id/ constructed, started iv finished, discussed Q 314 Listen to a description of a project. Notice how we pronounce the simple past tense verbs. Do they end in /d/, /t/ or /1d/? Q 32 Listen to the verbs again and complete the table. id/ itl iidi prepared discussed started Notice that we use the voiced /1d/ sound with verbs that end with /d/ or /t/. 495 Reporting 5.2 LANGUAGE WORK Changes over time 1932 The Tobata Casting Datsun car. 1933 1934 The owners rename the company “The Nissan Motor Company Ltd.” 1936 Nissan introduces mass production methods. 1938 Nissan stops producing passenger cars and concentrates on truck manufacture. 1947 After World War II, Nissan starts car production again. Company produces the first The Jidosha Seizo Company acquires the Datsun brand. JSS Triotigs 1958 A Datsun 210 wins the Australian Rally. 1966 Nissan sets up its first foreign manufacturing operation in Mexico. The 1970s The price of oil rises and so does demand for small economical cars. Nissan becomes the world’s number one car exporter. The 1990s The yen is strong and so is competition. Demand falls. Nissan has problems and begins talks with Renault. 1999 Renault buys a 37% stake in Nissan and sends Nissan a new CEO—a Brazilian, Carlos Ghosn (pronounced like “phone”), also known as “Le Cost Cutter.” The 2000s Nissan takes a $5.6 billion loss in 2000, but makes a $2.5 billion profit in 2001. Ghosn becomes CEO of Nissan and Renault in 2005. 50be graduate study be grow go manage return make begin take join send earn leave become lay off launch call pick hire close 5 Reporting Work in pairs. Ask and answer questions about Nissan. A What happened in 1925? B Three small motor companies merged. A What happened in... ? Regular verbs end in -ed in the simple past tense. Irregular verbs have a special form. There is a table of irregular verbs on page 179. Ask and answer more questions about Nissan. A When did the original three companies merge? B In 1925. A When did... ? For information on simple past tense questions, see page 170. Choose the correct verbs from the boxes to complete the passage. Remember to use the simple past tense. ——E—E——Ezzas— Carlos Ghosn speaks five languages fluently. He '_was_ born in Brazil in 1954, and that’s where he * up. But his parents s Lebanese, and he * to school in Lebanon. He ° in Paris too, and ° from the Ecole des Mines. Carlos ’ his career with Michelin, the French tire manufacturer. They quickly °_____ him manager of the Le Puy plant, and then head of R&D. In the 1980s, Carlos * the rate of inflation was more than 1,000% per year. He “__ charge of Michelin's operations in South America and he ''_____ to turn things around. to Brazil, where After that, Carlos the COO and then the CEO of Michelin's operations in the U.S.A. In 1996, he ™. Michelin and !____ the nickname “Le Cost Cutter.” him to Japan to turn Nissan around. Renault. That was where he " Renault '° Carlos wasn’t popular when he first went to Japan. He "__ plants and '* workers. But he also “. designers and “” a range of new vehicles. By 2001, Nissan was profitable and he was a business hero. Japanese newspapers 21______ him “Father of the year.” In a 2005 poll, Japanese women Sy him as one of the world’s most desirable husbands. new auto Bt5 Reporting 5 Work in pairs. One person uses the information below and the other uses the information in File 15 on page 161. Ask your partner questions and complete these notes. What happened in... ? When did ... ? __1844 Samuel Morse sends the first telegraph message. 1874 The BBC begins a regular television broadcasting service. Telstar transmits the first TV pictures from Europe to the U.S. through space. 1964 Douglas Englebart invents the computer mouse. Hewlett Packard introduces the first handheld electronic calculator. The Sony Walkman hits the market. 1981 Motorola starts selling an 800-gram cell phone. RIM launches the first BlackBerry. 2004 SeSaying when Reporting on a trip 4 * Study the different prepositions we use with these times. IN ON AT 2007 Saturday 5:30 August May 2 the start of the year the end of the month noon the winter New Year's Day the afternoon Which preposition do we use with: 1 dates? 6 holidays and festivals? 2 months? 7 hours of the clock? 3 days of the week? 8 parts of the day? 4 years? 9 points in time? 5 seasons? Put the right preposition with these times. 1 ee 62) (ener clo) 2 _____ Thursday 8 __ Christmas Day 3 ___ January 19 9 the fall 4 January 10 the 1960s 5 ____ midnight 11 the weekend 6 the morning 2) the turn of the century Ask a colleague when they did these things. Make sure they use a preposition in their answer. When did you join your company? In 2003. 1 joined their company 5 2 got married 6 3 got up this morning 7 last gave someone a present 8 last sent a text message bought their car last spoke English 4 last went on vacation Find out about your partner's last business trip. First write some questions. Town/country BVT 1a ae een ey Method of transportation gia HtoVink Sot ne erm set tOLE Travel time Howdong' === eee ee? Accommodation Where... a eee? Length of stay stay? Purpose of trip Why). a SE Opinion of trip Was successful? Now practice asking the questions with a partner. (The person answering them can tell the truth or invent answers.) bo:5 Reporting Complaints ‘38 Listen to half of a telephone call. What is it about? Roger Flora Hello, Roger. It’s Flora Sanchez. Roger Flora I’m fine thanks. How are you doing? Roger Flora There’s a problem with our order. You sent the wrong quantity. Roger Flora Sixty. We asked for eighty. Roger Flora Can you send them today? Roger Flora No, that’s all. Thanks a lot. What is Roger saying? Can you guess? Write in the words. 2 34 Now listen to the whole call and check your answers. Then turn to File 20 on page 163. 3 When customers make complaints, it’s important to ask questions to get all the facts you need. Ask questions about these problems. You delivered the wrong quantity. Oh, no. How many did we send? 3,000. We ordered 300. I don’t know how that happened. You delivered the wrong quantity. (3,000. We ordered 300.) You sent the order to the wrong address. (13th Street. We're on 30th.) You invoiced us for the wrong amount. ($4,000 instead of €4,000.) Ne DSP apy wo 4 The goods came with the wrong accessories. (Plastic hooks. We wanted metal.) 5 The cover was the wrong color. (Black. We asked for brown.) 6 The handles were the wrong size. (15 cm. We ordered 10 cm.) 7 The goods arrived on the wrong day. (Friday. We asked for Tuesday.) 8 The case was no good. (The glass was broken.) 4 What possible reasons are there for these problems? We're very understaffed at the moment. Our computer crashed and we lost a lot of data Think of some more excuses. 545 Reporting 5 Here are some useful phrases for dealing with complaints. Complete the chart with phrases from the box. I'll find out what happened and let you know. I’m afraid we're not responsible for damage in transit. Would you like a refund? T'll look into it right away. Would you like us to repair it? I’m sorry about this, but it’s not our fault. mono sw DEALING WITH COMPLAINTS MAKING OFFERS Would you like a replacement? PROMISING ACTION | We'll send the rest immediately. REFUSING RESPONSIBILITY We reserve the right to make small changes to products. Can you think of any more phrases to add to the chart? 6 Work with a partner. Act out the complaints in exercise 3 again. Deal with them. Make up excuses and/or use phrases from the chart. 7 Discuss these questions with a partner. 1 What kind of complaints do you have to deal with? 2 What advice would you give to someone who has to deal with complaints? 555 Reporting 5.3 SKILLS WORK Reading ‘L Sometimes products don't sell well in a new market. Suggest what went wrong in these cases. Aare Leal Western companies had problems selling refrigerators in Japan until they changed the design to make them quieter. In Hyderabad, India, a Pepsi television commercial showed a happy young boy (about 10 years old) carrying a tray of drinks along a dangerous route. At the end, he delivered the drinks to the Indian cricket team. Pepsi had to take the commercial off the air. An airline company called itself Emu, after the Australian bird. But Australians didn’t want to use the airline. ATV commercial for a cleaning product showed a little girl cleaning up the mess her brother made. The commercial caused problems in Canada. 56 Several European and American firms couldn't sell their products in Dubai when they ran their advertising campaign in Arabic. A laundry detergent ad had a picture of dirty clothes on the left, a box of detergent in the middle and clean clothes on the right. The detergent didn’t sell well in the Middle East. A company had problems when it tried to introduce instant coffee to the French market. The Hong Kong Tourist Board ran an advertising campaign in 2003. Ads appeared on billboards and magazines with the slogan “Hong Kong; It will take your breath away.” The Tourist Board wanted to change the slogan, but it was too late. An American golf ball manufacturer launched its products in Japan packed in boxes of four. It had to change the pack size. Nike shot an American television commercial for hiking shoes in Kenya. It showed someone speaking in the African language Maa and the Nike slogan “Just do it” appeared on the screen. People in America laughed when they heard about the ad.Speaking 5 Reporting 2 Here are the reasons for the problems, but they are in the wrong order. Number them from 1 to 10. How many did you get right? In Japanese, the word for four sounds like the word for death. Things don’t sell well packed in fours. People thought the commercial was too sexist and reinforced old male/female stereotypes. Some viewers were angry because the child was too young to work and the commercial showed a positive image of child labor. 90% of the population came from Pakistan, India, Iran, and elsewhere, so Arabic was the wrong language. An American anthropologist at the University of Cincinnati translated what the Kenyan said. He said, “I don't want these. Give me big shoes.” The advertisers forgot that in that part of the world people usually read from right to left. The SARS epidemic filled the news in April 2003. Shortness of breath is one of the key symptoms of SARS. Japanese homes were small and sometimes rooms were separated by paper doors. It was important for the refrigerators to be quiet. Making “real” coffee was an important part of the French way of life. Instant coffee was too casual. The emu can't fly. 3 Look through the passages again and find the words below. i 2 3) A word that means to introduce to the market The word for an advertisement on television An abbreviation for the word advertisement’ Think of a project you took part in at work, for example: wore @¢¢ eo @ 4 3) the launch of a new product/service a product development project the design/implementation of a new system a construction project setting up a new venture/operation What were the objectives or goals of the project? List the tasks you performed to achieve those objectives. How long did each task take? How long did it take to complete the project? What were your main problems? What were the results of the project? Work in small groups. Take turns explaining your projects to the group and answer questions. ouSocializing OBJECTIVE ® to hold social conversations with business contacts TASKS ® to welcome an overseas visitor © to order food at a business lunch ® to make, accept, and refuse offers @ to discuss leisure interests ® to read and discuss an article on executive life styles 6.1 PRESENTATION In the office 4 35 Kevin Donoghue is welcoming a client, Paolo Farneti, to his office. Listen to the conversation. Are these statements true or false? Pee This is their first meeting. Kevin gave Paolo directions. The trip took two hours. Paolo wants coffee with cream. aoe es 2 Act out their conversation with a partner. The pictures below will help you remember it. 58In the car In the restaurant 3 36 Kevin is driving Paolo to a restaurant. Listen to the conversation. Are these statements true or false? a This is Paolo’s first visit to Boulder. b Kevin offers to take Paolo hiking next week. c d Kevin plays golf. Paolo goes skiing once a month in winter. 4 Imagine you're welcoming a visitor to your home town. Act out a similar conversation. Complete this conversation first. A Is this your first visit to '_____? B Yes. I'd love to * : A I’m going tomorrow. Do you want to come with me? B That sounds fantastic! By the way, is there a good * here? A Yes, there is. *_________ interested in sports? B Yes. I play 5_________ and I go °________ . What about you? AI’ 5 Kevin and Paolo are ordering wine in a restaurant. Before you listen, read the conversation below and guess the missing words. Use one word per space. Server The wine list, sir. Kevin Thank you. Let’s see. What '________ of wine do you like, Paolo? Bacon) white. Kevin Do you’>_________ it dry? Paolo Yes, I do. Kevin Then let’s have the Chablis. It’s usually very good. Paolo How + Kevin About once a month. (to the waiter) Excuse me. do you come here? Server Yes, sir? Kevin We'll] >_________ the Chablis, please. Number 63. Paolo And I'd °________ a bottle of sparkling water too, please. {} 37 Listen to the conversation and check your answers. 596 Socializing 6.2 Business lunches 60 LANGUAGE WORK ‘L_ Match the dishes on the menu to the pictures. Coconut Shrimp King-size shrimp, rolled in coconut, wrapped in bacon, and grilled Yakitori Honey-grilled chicken served on wooden skewers with soy sauce Garlic Crab Crab cakes sautéed with whole cloves of garlic ETT em Lees Tangy Mushroom Soup Spicy Thai-style soup with mushrooms, lime juice, and chili peppers Classic Caesar Salad Romaine lettuce, garlic croutons, and parmesan cheese Gazpacho Fresh summer vegetable soup with tomatoes, celery, cucumber, and onions, served ice cold —__ Ei —_—_— Caribbean Salmon Salmon in a rum sauce on a bed of Jamaican rice and black-eyed peas Angus Steak 16 oz beef steak served with fresh asparagus and corn on the cob Sweet and Sour Duck Served with sweet potatoes and an orange and fig sauce Vegetable Lasagna Hand-made pasta with fresh mozzarella cheese, zucchini, bell peppers, and fresh tomato sauce ——_ EEE Black Forest Torte Our famous chocolate cake with whipped cream and cherries Apple Dream Apple pie topped with brown sugar, cinnamon, and vanilla ice creamOffers 6 Socializing 2 Put these different foods into the right list. asparagus salmon chicken apple beef celery corn on the cob fig bacon crab scallion duck lime shrimp tomato meat seafood poultry vegetables fruit Think of more words to add to each list. What is your favorite meal? 3 Work in small groups. Appoint someone as the server and give them your orders. Till have the Caesar salad. Salmon for me. What about you, John? I'd like the duck. Mushroom soup, please and I'd like the vegetable lasagna to follow. What do you suggest? ‘L_Look at the words in bold type in these sentences. Would you like a cookie? (a + single countable noun) Would you like some wine? (some + uncountable noun) Would you like some grapes? (some + plural countable noun) Take turns offering food and drink. OFFERING SAYING YES SAYING NO Would you like a... ? Thanks No, thanks. Some ... ? Do you want some... ? Yes, please. It looks great, but... . How about I'd love one. some.6 Socializing Pronunciation Interests and routines 62 2 You can make uncountable nouns countable by using a... of ... . wine—a glass of wine bread—a piece of bread Find the uncountable nouns in the pictures on page 61. Make them countable. Use phrases like some cake or a piece of cake. (38 Listen to this conversation, then practice reading it with a partner. Customer I'll have some chili and a chicken sandwich, and some fresh strawberries served with sugar. Server So that’s a some chili and a chicken sandwich, and some fresh strawberries served with sugar? Customer Uh... can I change the fresh strawberries served with sugar? Server Sure. Customer Give me a piece of cherry pie with some chocolate syrup Server So that’s some chili and a chicken sandwich and a piece of cherry pie with chocolate syrup? Customer Yeah! 1 Work in pairs. Find out about your partner's interests. What — kind of books do you like? type movies music Tlike... Idont like. lovess- “hate. detective stories musicals jazz novels. thrillers pop music biographies comedies classical music history books westerns folk music science fiction horror movies rock music others? others? others?6 Socializing Look at the pictures above. 1 Put the sports above with the correct verb in the table below. play go do 2 Think of some more sports. Which verbs do they go with? 3 What sports do other students take part in? Ask them. Do you play squash? Yes, I do. Where do you play? go cycling? No, I don’t. go? do aerobics? Do you? do it? Find out about a partner's routine. Ask how often they: 1 entertain customers or clients. 4 attend meetings. 2 use English at work. 5 travel overseas on business. 3 work overtime. 6 go jogging. How often do you... ? Every day. Once a week. two weeks. Twice a year. month. Three times a 63