Activity Book Office Administration

Answer Key
Answer Key
Office Administration Students Book

1
Whos Who in the Office?
page 4
1. Alicia Livingstone, Senior Administrative

Assistant
2. All employees
3. The Managing Director, Mr Bradley, Mrs
Cuthbert, Head of Sales and Ms Gilmore, Head
of Marketing
4. Mr Mortimer, the Human Resources Director
and Mr Robertson, the Financial Director
5. To the first floor
6. The Accounting Department
1. Human Resources Director

2. administrative assistant
3. Financial Director
4. now
Ivan Mell Managing Director

Jane Mack Marketing Director
Ben Li Financial Director
Lyn Clark Sales Director
Diane Young Human Resources Director
Working with Vocabulary

page 5
1.
2.
3.
4.
5.
6.
7.
Financial Director
Marketing Director
Human Resources Director
Head of IT
Senior Administrative Assistant
Telemarketing Representative
Customer Service Clerk
1.
2.
3.
4.
5.
6.
7.
8.
the Head of Research and Development

a Receptionist
the Chief Accountant
the Managing Director
a Junior Administrative Assistant
a Sales Representative
a Laboratory Technician
a Computer Programmer
8 1. second
2. Lily Finn
3. first
4. seventh
5. Meg Day
Your Turn
David: H
ello, Kate. My name is David Barton, and
Im the Managing Director of Warfords.
Youre going to be my administrative
assistant.
Kate:
Pleased to meet you, Mr Barton. Im
looking forward to working with you.
David: F
irst of all, let me introduce you to Wendy
McKenzie, our Senior Administrative
Assistant. You will work very closely with
her.
Wendy: Nice to meet you.

Kate: Nice to meet you, too.
David:
And this is Natasha Reid, our Financial
Director.

Kate: Nice to meet you, Mrs Reid.
Natasha: Good luck.

Kate:
Thanks Mr Barton, who is the Sales
Director?
David: Our Sales Director? Thats Colin Ashton.
Weve also got a very dynamic marketing
department. Their director is Liz Travis.

Kate: Let me see, Colin Ashton is the Sales
Director and Liz Travis is the Marketing
Director. Is that right?
David: Exactly. Theyre all in a meeting on the 3rd
floor now. Ill introduce you to them later.

Kate: Mr. Barton, Ive got a question.
David:
Certainly, Kate. What would you like to
know?

Kate: Whats the name of the receptionist?
David: Ah, our receptionist! Shes Lisa Brown.

1. d
2. e
3. b
4. a
5. c
Welcoming Visitors
page 6
1.
2.
3.
4.
5.
2. Head of Research and Development
3. seat
4. coffee
5. one
6. Thank you
1. Graham Bright
2. Dynamick
3. His coat
4. Mr Chandler and Mrs Shack
5. Coffee with milk and one teaspoon of sugar
Can I get you something to drink?

When did you get in?
Would you like some coffee or tea?
May I take your coat?
How was your flight?
Office Administration Students Book Photocopiable B Burlington Books
Answer Key
page 7
5 1. visitor
4. umbrella
5. sweetener
6 1. lemon
6. coat
7. jacket
8. milk
9. water
10. sweetener
2. seat
3. flight

2. umbrella
3. tea
4. teaspoon
5. coffee
7 1. teaspoon
4. jacket, coat
5. water, soda
6. coffee, lemon
2. seat
3. visitor
3 5 6 7
2
The Office Building
page 8
1.
2.
3.
4.
5.
1. Thank you
2. new
3. lift
4. meeting
5. coffee
1. DS
On the fourth floor

Customer Service, 3rd floor
On -1
Eat lunch
Reception on the ground floor
2. F
3. T
4. T
5. F
page 9
6 1. thirteen
2. forty-six
3. eleven
7 1. laboratory
2. stairs
3. lobby

1. conference room
2. ground floor
3. toilet
4. lift
5. stockroom
4. seventy-five
5. twenty-nine
6. eighteen
4. reception
5. warehouse
6. maintenance department
6. top floor
7. car park
8. cafeteria
9. kitchen
Your Turn
Andrea: Heres your office, Janet. Its room 205.
Janet: 205? Its very nice.
Andrea: Youll share an office with another sales
representative, Sharon Hunt, but Sharon isnt
here today. Why dont you put your handbag
here and Ill show you around the building?
Janet: OK. Thanks.
Andrea: This is the kitchen. Would you like some
coffee?
No, thanks, Andrea.

So, what would you like to see first?
The warehouse. Im sure its huge.
Yes, it is. It takes up an entire floor. Lets
take the lift down. The warehouse is on
minus one.
Janet: Minus one?
Andrea: Yes.
Janet:
Wow! Its amazing. Everythings so
organised.
Andrea: Yes, it is. Now, we can take the stairs to
minus two. Ill show you the car park and
heres your parking space. Here, number
186.
Janet: My parking place. 186. Great.
Andrea: Now, lets go back to the second floor and
Ill show you the stockroom. Here it is. Youll
find all the office supplies you need here. Ms
Lee has got the key to the stock room, or
you can ask me for my key.
Janet:
Ms Lee or I should ask you. Ill remember
that.
Andrea: Why dont we have lunch in the cafeteria
now and Ill show you the rest of the building
after lunch? Well take the lift because the
cafeterias on the 6th floor.
1. 205
2. Sharon Hunt
3. warehouse
Janet:
Andrea:
Janet:
Andrea:
4. 186
5. Ms Lee
6. Cafeteria
Getting Around the Office

page 10
1. his parking space number

2. Tammys office number
3. the floor of the car park where his parking
space is
4. his employee number
5. the floor where he can find Tammys office
2 1. Managing Director 4. 302

2. first
3. 123
5. ground
6. laboratory
a. Name of company: Firstway Computers

Name of employee: Mr Smith
Floor: first
Room number: 123
b.

Name of company: Sandys Textiles

Name of employee: Mrs Norton
Floor: third
Room number: 302
c.

Name of company: Pansy Cosmetics

Name of employee: Mrs Lipton
Floor: ground
Room number: 9

page 11
1. d
2. f
3. a
4. g
5. b
6. h
7. c
8. e
Answer Key
6
7
8

1. e
2. b
3. a
4. c
5. d
1. e
2. c
3. a
4. b
5. d
3. Go up the stairs to the second floor. Turn

right. The Marketing Department is next to the
Accounts department.
4. Go straight when you leave Room 202. R&D is
at the end of the corridor. Itll be the third door
on your left.
1. Japan
2. third, fourth
3. 25th, September
3
Office Routines
page 12
1 1. T 2. T
2 1. letters
3. DS
2. half past one
1. a
3. d
4. F
5. DS
6. F
3. euro
4. take minutes
4. good restaurants
5. 12.30, 1.30
Organising an Office
page 14
page 13
1. On the second floor of the Tower Central

Building
2. Yes
3. Desks, filing cabinets, office chairs, etc.
4. Yes
5. Yes
6. 500 square metres
2 1. great
2. e
4. b
5. c

7
8

1. Its half past nine.

2. Its quarter to twelve.
3. Its twenty past seven.
4. Its quarter past five.
5. Its seven oclock.
a. 9
1.
2.
3.
4.
5.
b. 1
c. 6
4. idea
5. too
2. window
3. next to
4
d. 8
e. 7
f. 5
answer the phone

search the Internet
send an e-mail
schedule a meeting
take minutes
1. c
2. a
3. b
4. e
5. d

page 15
5 1. photocopier
2. chair
3. air-conditioner
4. filing cabinet
5. desk
6. keyboard
7. shredder
8. lamp
7 In picture 1, the waste paper bin is near the
Your Turn
Female: OK, Paul. Youve got quite a few things to
do today. First of all, Id like you to file these
two documents.
Male: Where should I file them, Mrs Marks?
Female: Theres a file called Imports from Japan.
Put them in there. After that, at 10:30, the
post should arrive, so please distribute it
around the office.
Male: Is the post only for the people here on the
third floor?
Female: No, its also for people on the fourth floor.
Another thing is Mrs Price is travelling to
China on the 25th of September. Thats
next Tuesday. Shell be in Beijing and
Shanghai.
Male: Let me write this down. Mrs Price, Tuesday,
the 25th of September Beijing and
Shanghai.
Female: Yes, thats right. Please can you search the
Internet for some good restaurants in each
of these cities?
Male: Good restaurants. No problem. Is there

anything else?
Female: Just one more thing. Can you answer the
phone and take messages between half
past twelve and half past one? Its Julies
lunch break and Kelly, the other
receptionist, isnt at work today.
Male: Between half past twelve and half past
one? Certainly.
reception desk.
In picture 2, the lamp is on the table.
In picture 4, the keyboard is in front of the computer
screen.
4
Managing Office Supplies
page 16
1. one box
2. No
3. Three
4. 10 writing pads
5. Staples
6. Highlighters
7. Computer toner cartridges, paper for printer and
photocopier
2 1. Three
2. black
3. 10
4. 50
5. last week
Answer Key
4
Item
Items in office
Quantity
Quantity
to order
black
3 boxes
1 box
blue
1 box
3 boxes
writing pads
2 packets /
20 pads
folders
12
50
markers
3 packets
Item
pens

page 17
6 1. scissors

7 1. c 2.
8 1. green

10. stapler
11. ring binder
12. marker
13. writing pad
14. sticky tape
15. toner cartridge
16. paper clips
17. staples
2. highlighters
3. pen
4. rubber
5. pencil
6. folder
7. paper
8. envelope
9. hole punch
b
2. orange
3. grey
4. white
5. red
6. brown
3. d
4. a
7. purple
8. blue
9. yellow
10. black
11. pink
Your Turn
Sally: H
i, Eve. Can you please help me take an
inventory of the office supplies in the
stockroom?
Eve: Sure, Sally. Lets start.
Sally: Well, first of all, there are five boxes of paper.
Eve: Five boxes? Ok. What else?
Sally: We havent got enough writing pads.
Eve: How many are there?
Sally: Twelve. Theres one packet of twelve.
Eve: OK. Ive written that down. Have we got any
scissors?
Sally: Yes. There are three pairs here. Yes, three pairs
and twenty-three, twenty-four, twenty-five
rolls of sticky tape.
Eve: Twenty-five rolls of sticky tape? Ok. How about
highlighters?
Sally: Weve got 20 yellow highlighters but there
arent any pink or green ones.
Eve: Ok. Only 20 yellow highlighters. What about
folders? I ordered a lot of folders last month.
How many are there now?
Sally: Thirty, I think. Ill count again. Yes, thirty. Well,
I guess thats it. Thanks for helping me, Eve. Ill
go and order some more supplies now.
Quantity
Paper
15 boxes
Writing pads
12 packets
Scissors
3 pairs
Sticky tape
23 rolls
Highlighters
20 pink
Folders
13
5 boxes
1 packet
25 rolls
20 yellow
30
Ordering Office Supplies

page 18
1 1. T 2. T 3.
2 1. writing pads
4. T
5. T
6. F
4. yellow
5. small
2. 20
3. 50
1. 200
2. 50
3. staples
4. more than seven

5. one type

page 19
5 1. c 2. f
6 a. Invoice
3. a
4. e
7 1. Tuesday
2. February
3. March
4. April
5. May
6. June
7. g
3. Friday
4. Sunday
2. Thursday

6. b
e. discount
f. delivery date
g. payment date
b. quantity
c. price per unit
d. subtotal
8 1. January
5. d
7. July
8. August
9. September
10. October
11. November
12. December
9 1. Wednesday

2. July
3. No
4. Saturday
5. Accept all logical answers.
6. 25th December
5
Photocopying
page 20
1 1. DS
2 1. First
2. T
2. paper
3. then
3. T
4. T
5. F
4. last
5. photocopier
6. T
Answer Key
4
1. c
2. e
3. a
4. b
2 1. wrong
5. d
page 21
1. d
2. a
3. c
4. e
5. b
6. h
6 1. new
7 1. T 2. T
8 1. diagram
7. f
8. g
5. long
6. dark
7. enlarge
2. narrow
3. turn off
4. close
4. F
5. T
6. T
7. F
5. catalogue
6. magazine article
7. chart
8. newspaper article
1. A cover sheet
2. Printed side up
3. Mrs L. Neuman
4. 01177-543-2198
5. Purchase of tables and chairs from
Bella Gianni Furniture Factory
6. The number of pages
Lisa:
Hi Bill, Ive got a question about the
photocopier. Can you help me, please?
Bill: Sure, whats the question?
Lisa:
How do I photocopy on both sides of a
page?
Bill:
Oh thats easy. Theres an icon for doublesided photocopying. First, put the papers
here, like this.
Lisa:
Just a second. Let me check that I removed
all the staples. Um ok, no staples.
Bill:
Good. Thats important. Now that all the
papers are in the right place, you select this
icon here. You see, this picture of two sides of
a page next to each other.
Lisa:
OK, I see. How do I make fifteen copies? Do I
press fifteen now?
Bill: Yes, thats right.
Lisa:
Oh no, a page is stuck somewhere inside the
machine.
Bill:
Dont worry. The photocopier shows you
which door to open and you can remove the
paper. You see the paper is stuck inside part
C of the machine. Open this door.
Lisa:
Part C? Here? Oh, OK. Ive removed the page
and Ive closed the door. Lets try again. Im
pressing Start.
1. two sides
2. staples
3. 15
Your Turn
4. C
5. Lisa
1. go through
2. resend, confirmation page
3. insert
4. programmed
7 1. hotel
5. hospital
6. law firm
7. department store
8. restaurant
2. bank
3. factory
4. museum
6
Handling Incoming Mail
page 24
1.
2.
3.
4.
5.
Accounting Department
Waste paper bin
Customer Services Department
Sales Department
Human Resources
2 1. date
4. distribute
5. Accounting Department
4 1. incoming mail
4. names
5. chart
2. after
3. recipient
2. received, date
3. date, day

page 25
1. d
2. g
3. f
4. c
5. b
6. h
6 1. stamp
page 22
1. Yes
2. Yes
3. You get a confirmation page.
4. Try to resend the fax.
5. Many clients fax numbers
1. e
2. c
7. e
8. a
4. sender
5. document
6. sort
2. procedure
3. adjust
Sending Faxes
1. Dr Hill / Eastside Hospital

2. blank page
3. side up
4. cover sheet
5. recipient
page 23
3. T
2. drawing
3. label
4. poster
4. person
5. good
2. Hospital
3. picture
3. d
4. f
5. b
6. a
Answer Key
4
Your Turn
Female: O
K, Jack, let me show you what we do
with the incoming mail. Take this stamp. Its
still got yesterdays date on it, so adjust it to
todays date its the 26th October today.
Jack:
And what do I do with the stamp?
Female: Well, you have to stamp every incoming
document, and then you must document it
on the computer in the incoming mail log
its a special program.
Jack:
How do I get into the program?
Female: You simply select this red and yellow icon
here. It says Mail Log.
Jack:
Red and yellow OK, so what do I type in
the date, the sender and the recipient?
Female: Yes, but also the type of document and if
possible the topic, too.
Jack:
Im not sure I understand.
Female: Here, lets go over the post together and Ill
show you.
Jack:
Heres a complaint letter something about
a late delivery. Im stamping it.
Female: Good, now lets put the details in the log.
So the date we received the letter is 26th
October. The senders name is Tony
Orlando. Have you got that Tony Orlando?
Jack:
Yes. Is the type of document a letter?
Female: Yes, but if you write complaint letter, thats
more precise.
Jack:
OK, complaint letter. And the recipient is
Customer Services, right?
Female: Correct. Next item.
Jack:
This is a letter for the Accounting
Department with a cheque inside it. Should
I stamp the cheque?
Female: No, Jack. Dont stamp the cheque, only the
letter. Youll take the letter together with the
cheque to the accounting department later.
Now, lets put the details in the log .

1. 26th October
2. yellow
3. complaint letter
4. Tony Orlando
5. cheque
1.
2.
3.
4.
5.
6.
a.
b.
a.
b.
a.
a.
2. clock
Documents
Italy
send by courier
Free sample
Managing
Director of
Expolite
wrap in bubble
wrap, get postcode
Package
York
weigh it
send second class

page 27
5 1. stamp
3. bubble wrap
4. pre-paid envelope
6 1. address
3. city
4. country
2. post office
2. postcode
7 Accept all logical and grammatically correct

answers.
9 1. courier
5. fragile
6. stamp
7. reach their destination
8. Domestic
2. a sample
3. pick up
4. weigh
7
Receiving Calls
page 28
1 1. c 2. a
2 1. difficult
3. e
2. 7403
3. 7413
1.
2.
3.
4.
5.
4. d
5. f
3. last
4. York
6. b
4. ten
5. Financial
It was difficult.
She put a caller through to the wrong extension.
They couldnt receive calls.
Philip Grey
The Financial Director of Marchwell Cosmetics.
6 1. repeat
send the Williamson contract

sample of the A9 machine
bubble wrap and a box
packages for Jordane Ltd.
stamps
registered mail
2 1. Italy
Actions
page 29
page 26

Send to
Handling Outgoing Mail

1
Item
2. state
3. operate the switchboard
4. connect
5. wrong number
6. professional
1. no reply
2. put me through
3. patience
4. Be careful
5. ring
8 a. angry
d. funny
e. serious
f. rude
b. friendly
c. courteous
Answer Key
Taking Messages
Your Turn
page 30
Phone call 1:

Pam: Hello.

Peter: Hello. Is that Robertsons Computer
Supplies?

Pam: Yes, it is. Pam speaking.

Peter: Hello, Pam. Id like to speak to Chloe
Jones, please.

Pam: Shes not here.

Peter: When will she be back at her desk?

Pam: I dont know.

Peter: Can she call me back?

Pam: If youd like. Whats your name and phone
number?

Peter: Please tell her that Peter Jones called.
Shes got my number.

Pam: OK. Bye.
Phone call 2:

Ann: Good morning, Electrastore Appliances,
Ann speaking. How can I help you?
Martin: Good morning. Could you put me through
to Fiona Barnes, please?

Ann: Im sorry. Miss Barnes is on the other line
at the moment. Shall I put you on hold?
Martin: Actually, I havent got much time.

Ann: I see. May I take a message?
Martin: Maybe you could call me back when she
finishes this call?

Ann: Certainly. Can you give me your name and
phone number, please?
Martin: Its Martin Newman and my number is
921-8564.

Ann: Lovely! Ill call you back as soon as Miss
Barnes is finished. Thank you for calling.
Have a good day.

Martin: Thank you. You, too.
Pam
2 1. Anne
states the name of the

company
offers assistance
asks for the callers name

and phone number
ends the conversation

courteously
page 31
1. T
2. F
3. T
4. F
5. T

5 1. c 2. d 3. a 4. b
6 1. line is busy
5. cut off
2. spell your name
3. leave a message
4. interrupt
1. Alice and Edward

2. Linda
3. Ryan
4. Mike
5. Lisa
6. Richard and Kate
7. Richard
8. Kate
1. her line is busy

2. spell your name
3. transfer
6. out of town
7. return your call
8. interference
9. Richard
10. Lisa
11. Adam
12. Ryan
13. Linda
14. Adam
15. Lisa
16. Alice and Edward
4. aunt
5. put me on hold
6. cousins
8
Dealing with Phone Requests
page 32

1.
2.
3.
4.
5.
a.
a.
b.
a.
b.
not at work
correct the Muller contract
give Bob the new sweater designs
the filing cabinet
receive the e-mail
1. Don Hanson
2. boots
3. contact
4. Jim Murray
5. e-mail
6. contract
page 33
4. Max
5. 401 7139
2. please
3. fox
Ann
1. Mr Patel
2. Mrs Jacobs
3. Jason / Mrs Andersons son
4. Naomi
5. Mr Wright
6. Mr Bradford
7. Mrs Anderson
8. Mrs Gladstone
1. William Spence is out of town.

2. There is a problem with the boots he sent.
3. Mr Spence will get back to Don Hanson.
4. Bella Jones forgot to attach a contract to the
e-mail she sent Jim Murray
5. According to Jim Murray, he has lost valuable
time because of the mistake.
Answer Key
5 1. Theres a problem

2.
3.
4.
5.
6.
7.
8.
9.
deal with this problem

get back to
is unavailable
discuss the matter
isnt good enough
lose valuable time
let me know
get through
6 1. remind
2. as soon as possible
3. delay
4. Attach
7 1. skirt
2. dress
3. sweater
4. trousers
1. In China
2. Joe Oakley from Brighton Exports
3. The price is wrong.
4. It says they are ordering blue trousers but they
want black trousers.
5. Monday, the 17th.
Calling for Service

page 34
1 1. F 2.
2 1. help
3. DS
5. shirt
6. shoes
7. jeans
8. boots
Your Turn
1.
2.
3.
4.
5.
6.
5. T
Burtons Bread factory

Wellsmith Plumbing
A burst pipe
Turned off the water
A quarter of an hour
Turn off the electricity
Megan:
Good afternoon, Winters Textiles. Megan
speaking.

Joe:
Hello. Can I speak to Mrs Matthews,
please?
Megan:
Im sorry. Mrs Matthews is in China at the
moment.

Joe:
I see. This is Joe Oakley from Brighton
Exports. Can I leave a message for her?
Megan: Of course, Mr Oakley.

Joe:
Please ask her to get back to me right
away. There are problems with the contract
she sent me. First of all, the price of the
dresses is wrong. Also, the contract states
that were ordering blue trousers. But we
dont want blue trousers we want black
ones.
Megan:
OK. Mr Oakley, Ive noted the problems:
The price of the dresses is wrong and you
want to order black trousers, not blue
ones. Well contact Mrs Matthews and
someone will get back to you as soon as
possible.

Joe:
Another thing weve had a problem with
our e-mail. Can you please resend all the
e-mails that you have sent us in the last 24
hours?
Megan: That wont be a problem.

Joe:
Thank you and please remind Mrs
Matthews that weve got a meeting on
Monday, the 17th. Shell be back by then,
right?
Megan:
Yes, shell be back in the office on
Thursday, the 13th.

Joe: Thank you very much.
Megan: Youre welcome.
page 35
1. c
2. g
1.
2.
3.
4.
5.
6.
7.
1. f
3. i
4. f
5. b
6. e
7. d
8. h
9. a
dripping tap, burst pipe

carpet stain
car wont start
broken door handle, (jammed lock)
power cut
computer crash
break in
2. a
3. e
4. b
5. d
6. c
9
Scheduling Meetings
page 36
Type of meeting: marketing

Where: the conference room on the 5th floor
When: 22nd February from 9.00-1.00
Organiser: Jenny Berqvist
Equipment: microphone and projector
2 1. Katie
4. two
5. sales performance
2. directors
3. calendar
1. F All the directors are going to be at the

meeting.
2. T
3. F According to Diane, 3rd March isnt
convenient for Alice.
4. T
5. F At the meeting, John wants Alice to
give a presentation on the companys sales
performance

page 37
5
8
6. DS
3. before
4. a quarter
2. water
4. T
1. e
2. c
3. a
4. b
5. d
Answer Key
7 1. schedule

2. convenient
3. confirm
4. attend the meeting
5. previous commitment
6. give a presentation
7. busy, tied up
8 1. break
4. equipment
2. sharp
5. projector
3. light refreshments 6. microphone
Possible answers
1. time
2. busy
3. late
4. hear
5. see
6. stop
Your Turn
Jeff: H
ello, Amy? Its Jeff here. Were trying to
schedule the annual meeting for the Sales
Department and wed like to make sure you
can attend the meeting.
Amy: Sure. When is it going to take place?
Jeff: Is the 25th May convenient for you?
Amy: The 25th May? What day is that?
Jeff: Its a Wednesday.
Amy: Let me check my diary . Hmm! No, sorry!
Im afraid Im going to be in Manchester that
day.
Jeff: OK. Lets see. What about the following day,
Thursday, the 26th May? Are you available
then?
Amy: Thursday, the 26th May? That might work. Are
you talking about the morning or the
afternoon?
Jeff: In the afternoon, from two to five.
Amy: Two to five is OK, but Ill have to leave at 5
oclock sharp! Im flying to Italy that evening.
Jeff: Oh, really? Well, I dont think thatll be a
problem.
Amy: Where is the meeting?
Jeff: Its going to be at The Palace Hotel.
Amy: The Palace Hotel? Remind me, where is it?
Jeff: Its on Queen Street, opposite the train station.
Amy: Queen Street. Opposite the train station. Oh,
thats great. Ill come to town by train that day
and Ill take the train straight to the airport.
Perfect.
Jeff: Great! Then Ill see you on the 26th May and
Ill send an e-mail about the meeting to
everyone in the department now.
1. 26th May
2. 2.00 pm
3. 5.00 pm
4. Palace
5. Queen
6. train station
Rescheduling Meetings
page 38
1.
2.
3.
4.
5.
the conference in Swindon

the meeting with Jim Low
the meeting with the bank manager
the Sales meeting at City Tower
the meeting with Mrs Marks
1. a few
2. Monday
3. 5th January
4. New York
5. 13th January
6. 4.30
1. a few days
2. reschedule
3. Tuesday, 5th January is convenient for
Ms Marsden.
4. Mrs Brody has got a video conference scheduled
for the afternoon for 13th January.
5. They decide to reschedule the meeting for 11.00
in the morning.

page 39
1. b. reschedule
2. b. cancel
7 1. c 2. e
8 a. Alistair
3. a
3. a. suit
4. b. participate
4. b
5. d
e. Debbie
f. Neil
g. Sharon
h. Kathy
b. Olivia
c. Paul
d. Lucy
10
Exhibitions
page 40
1 1. d 2. e
2 1. cycling
3. b
2. fantastic
3. sure
4. a
5. c
4. country
5. participate
1. Visitor A likes the bicycles at the exhibition.

2. The weather is stormy / rainy today.
3. Visitor A comes from Thailand.
4. Visitor B is from France.
5. Visitor B likes cycling.

page 41
5 1. brochure
4. promotional material
5. free gifts
6 1. exhibition
4. leaflets
5. display boards
6.
7.
8.
9.
2. stand
3. business card
2. name tag
3. competitors
1.
2.
3.
4.
5.
10.
Thailand Thai
France French
Japan Japanese
Ireland Irish
Italy Italian
Peru Peruvian
Nigeria Nigerian
USA American
Britain British
Germany German
Answer Key
8

5 1. tram
6. underground
hot
warm
cool
2. ship
3. taxi
4. aeroplane
5. ferry
1. c
2. a
1. b a bus
2. a a train
cold
freezing
3. h
4. b
7. bus
8. train
9. motorbike
5. f
6. d
7. e
8. g
3. a a building
4. b a junction
8 1. entrance
9 1. snowy
2. stormy
3. rainy
4. windy
5. cloudy
6. sunny
Your Turn
1.
2.
3.
4.
a.
a.
b.
a.
to Cyprus
lovely
the companys
the companys display boards
Giving Directions

1. H Landsman Gallery
2. E Royal Restaurant
2 1. always
2. couple
3. Queen
4. seventh
page 43
1. Because there is always a long wait.

2. At the Greenfield Road exit
3. The 24 bus
4. Five
10
page 44
1.
2.
3.
4.
Accounts Department
Sales and Marketing Department
Shipping Department
Customer Services
2 1. A457
4. 12
5. 15
2. 007624
3. invoice
Callers name: Janice Taylor

Company: Brookers
Customer number: A457
Invoice number: 007624
Item ordered: scarves
Problem: the wrong price is given on the invoice
Transferred to: Accounting Department

page 45
1. an error
2. lost in the post
a. price list
b. charge
c. apologise for the inconvenience
d. overcharge
e. shipping date
f. make a complaint
g. customer number
h. cause a problem
a. 3
b. 6
page 42
11
Receiving Customer Complaints
Michael: Hi, Alison. Nice to see you back at the

office. How was your trip?
Alison: Oh, hi Michael. The exhibition was great.
Michael: Where did you go Greece, right?
Alison: Close! We went to Cyprus.
Michael: Oh, nice. So, you had good weather?
Alison: Yes, we had beautiful weather. It was
sunny and hot every day.
Michael: Youre so lucky! Weve had terrible
weather here. So, tell me about the
exhibition.
Alison: Our stand was extremely popular. I dont
think any of our competitors had as many
visitors as we did. We gave out a lot of
promotional material.
Michael: Really? Thats excellent. I saw some of the
display boards in the Marketing
Department. Theyre very impressive.
Alison: Yes. The designers did an excellent job.
Our business in Cyprus looks promising.
Michael: Thats good news. Anyway, good to see
you back!
Alison: Thanks, Michael.

4. get off
5. ferry
6. sign
2. bus
3. junction
c. 4
d. 5
3. the wrong item

4. satisfaction
e. 9
f. 8
g. 2
h. 7
i. 1
Your Turn
Emily: Good morning, Frosts Clothing. Emily
speaking.
Harry: Hello, Id like to make a complaint. We
ordered a hundred pairs of boots for our
winter sale and they havent arrived yet.
Emily: Im sorry about that, could you give me your
name and customer number, please?
Answer Key
Harry: Its Harry Perkins.
Emily: Thank you, Mr Perkins. And your customer
number?
Harry: My customer number is 4569.
Emily: 4569. OK. And you say a hundred pairs of
boots are late? Ill put you through to April
Green from the Shipping Department. Im
sure shell be able to help.
Harry: April Green? Good. Thank you.
Emily: Good morning, Frosts Clothing. Emily
speaking.
Sam: Good morning. This is Sam Cornwall
speaking. Ive got a problem with one of your
invoices.
Emily: A problem with an invoice? Sorry about that,
Mr Cornwall. Could you give me your
customer number, please?
Sam: Of course. Its 4892.
Emily: 4892? OK. Thank you. Ill transfer you to our
Accounts Department right away.
Sam: Thank you.
Emily: Good afternoon, Frosts Clothing. Emily
speaking.
Mark: Hello. Id like to make a complaint, please.
Emily: Yes, sir. Please can you tell me your name
and customer number?
Mark: My name is Mark Thomson and my number
is 3367.
Emily: Mark Thomson, 3367. Thank you. What
seems to be the problem, Mr Thomson?
Mark: Well, Im afraid theres a problem with the
swimsuits you sent me. They are all extra
small but we ordered a variety of sizes.
Emily: All the swimsuits are extra small? Thats
strange. I apologise for that, and Ill put you
through to our Sales Department.
Mark: Thank you.

Name: Harry Perkins

Customer number: 4569
Problem: The boots he ordered havent arrived yet
Transferred to: April Green, Shipping Department
Name: Sam Cornwell

Problem: Theres a problem with the invoice
Transferred to: Accounts Department
Name: Mark Thomson

Problem: All the swimsuits are extra small
Transferred to: Sales Department
Handling Customer Complaints

page 46
11
1.
2.
3.
4.
5.
a.
b.
b.
b.
a.
He is angry with their service.

It wasnt complete.
John Higgins lost money.
The representative didnt speak nicely to him.
He wont continue working with the company.
1. this morning
2. overcharged
3. manager
4. order number
5. mistake
1. The library received six lamps from Homeways

Furnishings.

2. Glen Barnard complains about Homeways
Furnishings service.
3.
Homeways Furnishings will pay to return the
broken lamps.
4. The price on the invoice was wrong.
Working with Vocabulary.

page 47
5 1. assist
2. return
3. compensation
1. credit your account

2. under warranty
3. check my records
1.
2.
3.
4.
5.
6.
4. refuse
5. suggest
The shirt is torn.

The shirt has got a hole.
The TV is broken.
The TV is missing a part.
The TV makes a noise.
The food isnt fresh.
8 1. satisfied
2. surprised
3. disappointed
4. confused
5. polite
6. embarrassed
12
Booking Flights
page 48
1
Flight Request:
Surname:
David
Miller
5553555203
Nationality:
British
3 Return
Destination:
One way
Tokyo
Place of departure:
London
Date of departure:
22nd March
Date of return:
28th March
Economy class 3 Business class
First class
3Direct flight
Stopover:
3Aisle
Seat:
Window
First name:
Passport number:
Special requests (meals, etc.):
2 1. 3rd

2. 10th
3. a morning
4. A window seat
4 1. Moscow

vegetarian meal
2. Mr Fisher wants a direct flight but the direct flight

is fully booked.
3. She puts him on the waiting list for the direct
flight and holds a place for him on the flight via
Vienna.
Answer Key
page 49
7
8

Problems with Flights

page 50
1. departure, arrival
2. stopover
3. return ticket, one-way ticket
4. special request
5. via
6. direct flight
7. book a flight
1. e
2. d
3. a
4. c
1. h
2. g
3. d
4. c
5. e
6. f
7. b
8. a
5. b
Your Turn
1 1. e 2. b 3.
2 1. Hong Kong
4. c
5. d
4. meeting
5. Miss Lee
6. four hours
2. London
3. Rome
1. Lindas luggage was overweight.

2. Lindas original flight to Hong Kong was
cancelled.
3. Lindas new flight will fly via Rome.
4. Lindas flight to Rome is delayed.
5. Linda asks Mark to reschedule her meeting with
Miss Lee.
Agent: Good afternoon, Travellog Tours, how may

I help you?
Robert: Hi, this is Robert Morris from Canter
Electronics. Our Managing Director, Bill
Canter, would like a business class ticket
to San Francisco.
Agent: Certainly. When would he like to travel?
Robert: On the 7th of June.
Agent: OK. Weve got a direct flight which leaves
at 8 oclock in the evening, or weve got a
morning flight with a stopover in
Washington.
Robert: Hed prefer a direct flight.
Agent: Fine. What about the return flight?
Robert: Is it possible to stop over for a couple of
days in Chicago on his way back to
London?
Agent: That shouldnt be a problem. When would
Mr Canter like to return?
Robert: Hed like to fly to Chicago on the 12th
June and then back to London on the
14th.
Agent: The flight to Chicago is fine, but the flight
to London is fully-booked. Im afraid Ill
have to put him on the waiting list.
Robert: Hmm. Oh dear. What about the 15th? Is
there a flight on the 15th?
Agent: Yes. Would you like me to book a seat for
Mr Canter on the flight on the 15th?
Robert: That would be great!
Agent: Has Mr Canter got any special requests?
Robert: Yes. Hed like a window seat, please.
Agent: OK, window seat. And what about food?
Regular meals?
Robert: No, he always has vegetarian meals when
he flies.
Agent: Vegetarian fine. Now Ill give you the
exact flight details
page 51
1. business
2. San Francisco
3. Chicago
4. 15th
5. a window
6. vegetarian
5 1. map

6. boarding pass
7. handbag
8. wallet
9. suitcase
2. passport
3. backpack
4. briefcase
5. camera
1. change of plan
2. itinerary
3. make a reservation
4. delayed
5. luggage
6. overweight
7. overbooked
8. cancelled
9. weather conditions, land, take off
10. diverted
1. business lounge
2. baggage claim
3. lost-luggage desk
4. transit desk
5. information desk
6. check-in desk
7. customs
8. passport control
13
Choosing a Hotel
page 52
1. Business travellers
2. In Frankfurt / In a central location in Frankfurt
3. Yes
4. In the fitness centre or one of the swimming pools
5. To the business centre
6. Yes
2 1. beach

4. 3rd
2. business travellers 5. full board
3. fitness centre
Name of hotel: Cornmere Hotel

Location: on Slithcoe Street, close to the beach
Type of guests: business travellers
Hotel facilities: free Wi-Fi, fitness centre and spa
page 53
12
1. e
2. h
3. a
4. g
5. c
6. b
7. d
8. f
Answer Key
6 1. lifeguard
4. masseur
5. shop assistant
6. housekeeper
7 1. housekeeper
4. masseur
5. bellhop
6. shop assistant
2. bellhop
3. guest
2. guest
3. lifeguard
1. It serves a very

good breakfast.
13
3. Its got two

restaurants.
Your Turn
Moor
Hotel
Castle
Hotel
2. Its close to Jakes

offices.
1. 3. 5. 8.
Female: Hello, Jake. Ive got a late meeting next

Tuesday at your offices, so Im thinking of
booking a room in a hotel instead of driving
back home. Can you recommend a hotel?

Jake: Sure. It depends on what youre looking for.
Theres Glenn House. Its a lovely little
family hotel. The rooms are small and
simple but very clean, and they serve the
best breakfast in town. Its also close to our
offices.
Female: I see. What category is it?

Jake: Its a three-star hotel.
Female: I think Id like something nicer, actually.

Jake: OK. Well, theres the Moor Hotel. Its also
close to the offices. Its got beautiful rooms,
and people say that its spa is fantastic.
Female: Ooh, I love to go to a spa at the end of a
busy day! Has it got a good restaurant?

Jake: Yes, its got two, actually. One has got
typical English food and the other is an
excellent Indian restaurant.
Female: Wow! Sounds good. What are their prices
like?

Jake: It is expensive. Its a five-star hotel, so I
think it costs at least 300 a night.
Female: Hmm! 300! Thats too expensive for me!

Jake: Perhaps youd like to try Castle Hotel. Its
close to our offices and its not too
expensive. Its a four-star hotel.
Female: OK. Have the rooms got Wi-Fi? Thats very
important.

Jake: Yes, theyve got Wi-Fi and its free.
Female: What about restaurants?

Jake: Its only got one restaurant, but its
excellent!
Female: Fantastic! Ill call the hotel and see if theyve
got any vacancies. You said Castle Hotel,
right?

Jake: Yes Castle. Good luck and see you
next week!
Glenn
House
4. Its a four-star
hotel.
5. Its very expensive.
6. The rooms have

got free Wi-Fi.
Booking a Hotel
page 54
1 1. 225
5. noon
6. towels and sheets
7. dial 1511
8. 8.00 and 19.00
4. two oclock
5. tea
2.
130
3. smoke
4. rates
1. standard rooms
2. nights
3. July
page 55
1. The hotel has got two different types of rooms.

2. The caller is planning to arrive on 7th July.
3. She wants to reserve single occupancy.
4. Guests can enter their rooms from two oclock.
5.
Breakfast is included in the price.

5 1. check-in time
4. balcony
2. low season
5. service charges
3. single occupancy 6. rates
6 1. shower
5. soap
6. mirror
7. hairdryer
7 a. blanket
e. kettle
f. sheet
g. coat hanger
h. pillow
2. bath
3. shampoo
4. towel
b. iron
c. armchair
d. safe
1. blanket, sheet, pillow

2. iron, coat hanger
Answer Key
14
Renting a Car
page 56
1
RENT A
CAR
David West
Drivers Name:
th
Rental period: From: 19 September
nd
To: 22 September
Pick-up point: Glasgow Airport

9.30
Time:
Drop-off point: Glasgow Airport

15.30
Time:
Compact Intermediate
Class of car:
Automatic Manual
Type of car:
2 1. 3rd February
2. airport
3. two
1.
2.
3.
4.
5.
a.
b.
b.
a.
b.
4. 1.15
5. 7.30
6. 7th February
at the train station

intermediate
three
at quarter past one
at the airport

page 57
5 1. rent

2. pick-up point
3. driving licence
1. e
2. h
a. a puncture
b. a breakdown
c. an accident
3. g
4. d
5. f
6. c
4. insurance
5. An intermediate car
6. an automatic car
7. a
8. b
d. run out of petrol
e. a tow truck
f. emergency services
Name: James Davidson

Contract Number: MLW344-677-856
a puncture
Problem:
Your Turn
James: Hello. Ive rented a car from you and Ive
got a problem.
Female: I see. First of all, can I take your details?
Whats your name and your contract
number?
James: My name is James Davidson, and the
contract number is MLW344-677-856
Female: Let me just repeat that. James Davidson,
contract number MLW344-677-856.
James: Yes.
14
Female: OK. What seems to be the problem with

the car?
James: Well, Ive had an accident! I was driving
along the A19 when I had to stop
suddenly. The car behind me didnt stop in
time and crashed into me.
Female: Is anyone hurt? Do you need emergency
services?
James: No, everyone is fine, but there is damage
to both cars.
Female: Can you describe the damage?
James: Yes. The boot of my car is badly damaged
and the bonnet of the other car is
damaged, too. Theres also a puncture in
one of the tyres of my car.
Female: I see damage to the boot and a puncture
in one of the tyres. Can you give me your
exact location, Mr Davidson, and Ill send a
tow truck to help you.
James: Im on the A19, northbound, about two
kilometres south of York.
Female: A19 northbound, 2 kilometres South of
York. And when exactly did the accident
happen?
James: About ten minutes ago, at half past three.
Female: OK. So thats Monday, 7th February at half
past three. Can you give me the details of
the other car?
James: Yes. Its a white Ford Focus. The number
plate is JD52VXU.
Female: JD52VXU. OK. And whats the drivers
name?
James: Its Sam Turner.
Female: Sam Turner. Have you taken his insurance
details?
James: Yes, I have.
Female: Great. As I said, Im sending a tow truck to
you. It should be there soon. Please stay in
a safe spot off the motorway.
James: Thank you very much.

other

a breakdown
an accident
th
Date: 7 February
Time: 3.30
Place: A19 northbound, 2 km south of York

In case of accident with another vehicle:
Name of driver:
Number plate:
Sam Turner
JD52VXU
Answer Key
Booking Train Tickets
2 1. Lucas
page 58
1. T Our trains are fast, quiet and comfortable

2. F and always on time
3. T We offer standard tickets and first-class
tickets
4. F You can make a reservation online
5. T book your tickets in advance to get a
significant reduction on your fare
6. F Many trains have also got a restaurant
2 1. morning
4. food
5. drinks
6. total
2. early
3. two
Station of departure:
Birmingham
International
Time of departure:
8.40
Type of ticket: standard ticket

YES
Seats reserved:
E
Coach:
NO
12 and 13
67

page 59
b. conductor
c. platform
d. trolley service
6
7

1. e
2. d
3. c
1. miss the train

2. change trains
3. buffet service
4. timetable
5. reserve a seat
e. ticket office
f. ticket machine
g. sleeper compartment
h. coach
4. f
5. a
6. b
6. make an online booking

7. fare
8. catch the train
9. in advance
15
Ordering Food
page 60
15
4. F
6. V
2. salad dressing
3. cheese
4. pizza
5. salad
3. d
8. V/F
6. spaghetti
7. tuna
8. roll
9. soup
10. sauce
4. a
5. c
6. b
4. sauce
5. special offer
Your Turn
Number of passengers:
2. F
2. Salad
3. cheese
9.54
5 a. passenger

5 1. V 3. V 5. V 7. F
7 1. e 2. f
8 1. Apples
Station of destination: London, Euston
Total cost:
4. No
2. Six people
5. 37.50
3. Vinaigrette dressing 6. By credit card
Date: 22nd October
Seat(s):
4 1. Lucas Street
6 1. lasagna
SUPERRAIL
4. 37.50
5. 2017
page 61
Time of arrival:
2. six
3. mushrooms
1. The caf offers vegetarian dishes.

2. The caf offers four different types of salad
dressing.
3. The restaurant delivers food 24/7.
4. Delivery is free if your order costs more than
10.
5. The food is delivered within 40 minutes of
placing the order.
Female: Jamie, our meeting with the Japanese

visitors will continue till very late this
evening, so Id like you to order some food
for us to eat at the office.
Jamie: No problem. Theres a great sushi bar round
the corner. Would you like me to ask them
to deliver a selection of Japanese food?
Female: No, I dont think so. Mr Yamamoto told me
he loves Italian food. Do you know of a
good Italian restaurant that has a take-away
service?
Jamie: Let me think Oh, a friend recently
recommended La Piazza.
Female: La Piazza? Never heard of it unless its the
Italian restaurant opposite the bank.
Jamie: No, its a new Italian restaurant next to the
library.
Female: OK. Lets try it!
Jamie: What shall I order? Pizza? Pasta?
Female: I think three pizzas and maybe two salads.
Jamie: What about the toppings for the pizzas?
Female: Lets have one pizza with tomatoes, another
with mushrooms, and the third hmmm
[thinking]
Jamie: Tuna?
Female: No lets make it olives.
Jamie: And what kind of salads would you like?
Female: Well have two chefs salads, with vinaigrette
dressing.
Jamie: OK, Great! What time would you like them
to deliver the food?
Answer Key
Female: The meeting will start at about half past six,
so lets say around half past eight.
Male: No problem. Ill call them now.

1.
2.
3.
4.
5.
a. Japanese food
b. next to the library
a. three pizzas and two salads
b. olives
half past eight
At the Restaurant
page 62
1. shrimp cocktail
2. roasted chicken
3.
grilled salmon,
mushroom risotto
4. three
5. fruit salad
6. wine
2 1. sir
3. mushroom sauce
4. water
2. chips
4 1. T

2. F The customer wants shrimp cocktail as a

starter.
3. F The customer orders salmon.
4. F The customer orders his side dish with
mushroom sauce.
5. F The customer orders water.

page 63
5 1. chicken

2. pie
3. ham
4. salmon
5. rice
6. orange juice
7. soft drink
8. steak
6 1. b 2. e
7 1. grilled
2. baked
8 1. butter
2. rice
3. d
9. butter
10. potato
11. chocolate
12. ice cream
13. wine
14. shrimp
15. cake
4. a
5. c
3. fried
4. roasted
3. steak
4. salmon
16
Searching the Internet
page 64
1. Paul wants a flight that lands in the morning or

early afternoon on 4th March.
2. Paul wants a hotel in the city centre.
3. Paul wants a hotel with a fitness centre.
4. One of Pauls clients is a vegetarian.
5. One of Pauls clients is mobility challenged.
6. Paul wants to use free images.
2 1. countries
2. picture
3. lost
16
page 65
4 1. watch sales
3. country
4. history
2. keywords

5 1. keyword
5. history
2. link
3. search engine
4. bookmark
6. back up
7. results
6 1. clip
4. statistics
5. review
6. draft
2. image
3. blog
1. c
2. b
3. d
4. e
5. a
Your Turn
Alex: Hi Emma. What are you doing?
Emma: Hi, Alex. Im doing some research for a
meeting with the Managing Director on
Thursday. Its an important meeting.
Alex: With the Managing Director? What are you
researching?
Emma: Were thinking of selling our toys in
Thailand, so Im trying to investigate if its a
good idea.
Alex: In Thailand, really? So, what have you found
out so far?
Emma: Here, take a look at these figures. Theyre
statistics about Thailands economy and the
sales of toys in the last five years.
Alex: Looks very impressive. Where did you get
these statistics?
Emma: From the Internet. They werent easy to
find, but once I narrowed my search, I was
able to find some good sites with links to
the figures that I was looking for.
Alex: What types of toys are you thinking of
selling there?
Emma: Well, were not sure yet. Im also trying to
find information about Thai culture and
childhood. That will give us more direction.
Alex: My wife has a close friend from Thailand.
Most of her friends family still lives there.
Would you like to speak to her about Thai
culture and how they raise children there?
Emma: It might be helpful to interview her. Yes,
thats a good idea. Thanks for the offer. Its
always good to have different sources of
information.

1. F
2. T
3. T
4. T
4. problem
5. future
5. F
6. T
Answer Key
Preparing a Presentation
Your Turn
page 66
Slide b: Headings should be upper case

Slide c: Images should be high-resolution.
Slide e: The maximum number of columns is three.
2 1. hotel
4. guests
5. search
2. Arial
3. interesting
1. The new hotel in Cuzco.

2. Arial
3. A photo of a cathedral in the town square in
Cuzco.
4. The image isnt clear.
5. She thinks its a nice idea.
6
7
4. paste
5. cut
6. copy
1. b
2. d
3. a
4. e
1. f
2. b
3. g
4. d
5. e
6. c
7. h
8. a
Mr

Mr
page 67
2. bold
3. italics
Mr

5 1. underline
5. f

6. c
Mr
17
Time Clock Records

page 68
1. Next to the reception desk

2. Every time they enter the building, Every time
they exit the building
3. Inform their department manager when they
arrive at work
4. Submit a request for leave well in advance,
Check that they have accumulated enough
holiday leave
2 1. last week
2. Next Monday
3. next month

Mr

Mr

4. IT
5. discuss
page 69
1. part-time
2. two weeks
3. late
1. Lily Sims
2. Mrs Brown, Director of Human Resources
3. Barbara Evans
4. Janice
5. Robert
17
Mr
Jenny: Mr Collins, have you got a moment to

go over the part-time employees hours
with me?
Collins: The part-time employees hours? Sure,
Jenny.
Jenny: Before I give this chart to the salaries
department, Id like you to check it.
Collins: Certainly . I see Mrs Marcus is still
working. Isnt she due to go on
maternity leave soon?
Jenny: Yes, she is in about two weeks.
Umm theres a problem with Tanya,
the new sales rep. Shes come to work
late every day this week.
Collins: Late every day? I see. Well, Ill have to
talk to her about that. Weve got a big
problem with absences and people
coming to work late.
Jenny: There have been a lot of absences
recently because of the flu. Tim Marshall
has just come back after ten days sick
leave. Heres his sick note.
Collins: Thank you. Well, this chart looks OK.
What about holiday leave? Has anyone
submitted a request for holiday leave?
Jenny: As a matter of fact, Rachel Forrester
and Tony Miller have. Rachel would like
to take two weeks in July.
Collins: Err, OK, I cant see a problem with that.
Tell her Ive approved her request.
Jenny: Great! And Tony wants to take a month
in August.
Collins: A month? Im sorry Ill have to reject
that request. August is a very busy
month in the warehouse. Tell him I can
give him two and a half weeks at the
most.
Jenny: OK, Ill tell him that.
Collins: Anything else?
Jenny: No, thats all for now. Thanks.
Security Issues
page 70

5 1. Full-time
4. clock in
1 1. T 2. F
2 1. products
2. reject
3. holiday leave
5. staff
6. submit a request
1. weekend
2. maternity leave
3. public holidays
4. time off
5. absent, sick note
6. overtime
4. g
1. e
2. f
3. a
5. b
6. d
4. ten
5. July
6. a month
3. F
2. month
3. car park

4. T
5. T
4. a computer
5. find out
1. c. warehouse
2. a. are definitely
3. b. Mr Gilmore
7. c
Answer Key


page 71
5
6
1. b
2. a
3. e
4. c
1. fire extinguisher
2. security guard
3. property
7
8

1. b
2. f
Mr

5. d
4. fire alarm
5. Access
6. premises
3. c
4. e
Mr
5. d
6. a
1. a. Its the fire alarm!

2. b. S
o, does a security guard stand at the
entrance to the warehouse?
3. b. Why? Is it company property?
4. a. Did you see any suspicious activity?
5. a. A
re you worried that visitors might steal
something?
18
page 72
3. T
4. DS
5. F
4. e-mail
5. ten
6. two
2. yesterday
3. Greece
Mr

Mr

Mr

At the Bank
1 1. F 2. DS
2 1. 5273411
Mr

1. current account
4. bank details
2. 3,000 in cheques 5. more cheque books
3. partners in Greece
BANK TRANSFER FORM

Transfer from:

1. b
2. e
3. a
4. g
5. h
6. c
2. current account
3. loan
1. g
2. c
3. e
4. h
5. a
6. d
Transfer to:
4. partner
5. signature
7. b
8. f
Your Turn
Account holder:
Star Computers
Bank name:
Brinkleys Bank
Bank number:
135
Branch number:
43
Account number:
109-57358
Amount to be transferred:
Mr Lawson: Hello, Cathy. This is Frederick Lawson,

the Director of Finance at Ice
Electronics. How was your holiday in
Tuscany?

Cathy: Good morning, Mr Lawson. It was
wonderful, thank you. Tuscany is so
beautiful and relaxing.
Mr Lawson: Yes, I know. Its one of my favourite
holiday destinations. In fact, Ive already
been there three times.

Cathy: Really? Thats great. So, how can I help
you today, Mr Lawson?
Mr Lawson: Id like to make a bank transfer, please.

Cathy: Certainly. May I have your account
details?
Mr Lawson: Sure, Ice Electronics account number
is 203-32675.
18
203-32675
Account number:
7. f
8. d
6 1. business account
Ice Electronics
Account holder:
page 73
Cathy: 20332675 yes, Ive got it. Who

would you like to transfer the money to?
Lawson: To a company called Star Computers.
Cathy: Star Computers can you please give
me their account details?
Lawson: Their account is with the Southfield
Branch of Brinkleys Bank. The bank
number is 135 and the branch number
is 43.
Cathy: OK. Star Computers at Brinkleys Bank,
bank number 135, branch number 43
OK and whats the account
number?
Lawson: The account number is 109-57358.
Cathy: 109-57358. Is that correct Mr Lawson?
Lawson: Yes it is, Cathy.
Cathy: Good. How much money would you
like to transfer?
Lawson: 23,470.
Cathy: 23,470. OK. Ill make the transfer
immediately.
Lawson: Thank you very much, Cathy. Have a
nice day.
Cathy: You too, Mr Lawson.
23,470
Banking Issues
page 74
1. Angela Phillips, Account Manager, Ten

International Bank
2. Mr Bates, Peggy Sue Clothing
3. Because the company has a negative bank
balance
4. 15,000
5. The bank wont honour them
6. That Mr Bates arranges a meeting with the
branch manager to review their credit limit
2 1. details
2. computer
3. correct
4. apologise
5. size
Answer Key
page 75
1. Greenview Imports bought Canadian dollars on

3rd July.
2. The bank gave Greenview Imports 1.35
Canadian dollars for every euro.
3. The bank will correct the error that was made.
4. The commission for exchanging foreign currency
depends on the size of the transaction.

5 1. d 2. a 3. b 4. c
6 1. foreign currency 3. exchange rate

2. credit limit
7 1. sum
2. honour
3. commission
4. standing order
4. convert
5. reviewed
1. a. better
4. b. examine
2. a. buy
5. a. your bank balance
3. a. deposit money
Country

5 1. team

2. educational background
3. abroad
4. under pressure
5. advanced
6. fluent
7. experience
8. logistical support
9. secondary school, vocational course
hard-working lazy
outgoing shy
confident insecure
nervous relaxed
7 1. knowledgeable
2. professional
3. organised
4. hard-working
Your Turn
Currency
England
pound sterling
South Africa
rand
Mexico
peso
China
yuan
India
rupee
Canada
dollar
Spain
euro
Russia
rouble
Welcome to Radio NSF. Today we have some tips on

how to prepare for a successful job interview.
First of all, be on time. This is very important. Arriving
late makes a very bad impression.
Second, dress professionally. Dont wear the same
clothes that you wear to hang out with your friends.
Its important to make a good first impression.
Third, answer questions clearly and politely. Dont just
say yes or no. Give examples.
Fourth, bring a copy of your CV and any other
relevant documents. Make sure all your documents
are well organised in one folder.
19
Finally, practise. Make a list of the questions an

interviewer might ask. With a friend, practise asking
and answering the questions.
Applying for a Job

page 76
1. F ability to work under pressure

2. F working with various heads of department
3. T scheduling meetings and providing logistical
support
4. T working with partners and customers abroad
5. T previous experience in office administration
6. F advanced typing and computer skills
7. F ability to work in a team
8. F fluent in at least one of the following
languages
2 1. Pleased
2. two
3. junior
4. people
page 77
4 1. Sylvia Cole is the Director of Human Resources

19
5. shy
6. nervous
7. responsible
of the company.
2. Glen Simpson finished secondary school.
3. He worked for two years at Greens Electronics.
4. He loved his job.
5. Glen left his job because the company closed.
Everyone gets at least a little nervous before an

interview. Its quite natural. If you follow these tips,
you will feel confident during your interview and will
hopefully get the job. Oh and one last tip dont
forget to smile!

1. 2. 4. 6. 7. 8.
Interviewing
page 78
1. Manchester
2. No
3. Word, Excel, PowerPoint
4. English and Spanish
5. One
2 1. come in
4. factory
5. first year
6. next Monday
2. details
3. no problem
1. d
2. b
3. a
4. e
5. c
Answer Key
Your Turn
page 79
5 1. hire
6. shift work
7. uniform
8. health insurance
9. retirement benefits
10. starting salary
2. fire
3. permanent
4. temporary
5. schedule
6
7
8
Accept all logical answers.
1. c
1.
2.
3.
4.
2. b
3. a
4. d
a.
b.
a.
b.
No, I dont want to do shift work.

Were they temporary workers?
Hes also a fast learner!
W
ell, at least the work isnt hard and the
schedule is fair.
5. a. Yes, shes really good at multitasking.
20
Preparing a CV
page 80
Janet Five
Adam Yes
Alice Yes
Diane Yes
Bruce Only if they are relevant to the job
2 1. Work experience
2. Personal details
3. Personal details
4. Education
5. Skills

page 81
1.
2.
3.
4.
5.
6.
7.
8.
a.
b.
a.
b.
a.
b.
b.
a.
I hope to be a senior administrative assistant.

20th May, 1993
Im fluent in German and Russian.
I work as a computer programmer.
Yes, I know Word and Excel.
Yes, they are listed on my CV.
Include your address and phone number.
I receive visitors, answer phone calls and
schedule meetings.
Personal Details
Education
married
graduate
single
certificate
gender
Bachelors degree
male
formal training
divorced
female
Male: Please tell me about your current job as a

senior administrative assistant.
Female: I work at the head office of Rightprice
Supermarkets.
Male: I see. According to your CV, youve been
there for two years.
Female: Thats correct.
Male: OK. It says here that you work closely with
the Managing Director, that you organise
his meetings and travel arrangements and
keep track of employees working hours. I
can see you play a very important role in
the companys administration. What about
handling mail?
Female: Actually, I dont deal with the mail. The
junior administrative assistants do that, but
I did it in the past, when I worked at
FastTalk Telephone Company.
Male: I see that after you graduated from
secondary school, you took a vocational
course in office administration.
Female: Yes, and I specialised in accounting.
Male: Im sure thatll help you with your work
here and I see that youre studying for a
Bachelors Degree in accounting, too.
Female: Yes, thats why I can only work part-time at
the moment.
Male: Yes, I see. Well, we often hire people with
good qualifications to work part-time, so
that wont be a problem, but it can get very
busy here at times. How do you work
under pressure?
Female: I work very well under pressure. Im very
organised and I believe that helps!
Male: Great! Thank you for coming. Well be in
touch with you shortly regarding our final
decision.
1. a. two years
2. b. Managing Director
3. a. has got
4. b. vocational course in office administration
5. a. part-time
Writing a CV
page 82
1. b. to say what job a person is applying for

2. c. to give information about a persons
qualifications for a job
3. c. repairing the photocopier
marital status
20
1.
2.
3.
4.
5.
6.
single, divorced
formal training
Bachelors degree
personal details
current job
foreign language
Answer Key
page 83
page 102
Unit 6 Addressing an envelope

1 1. Mr Edward Linder
1. Mrs Dewar
2. In the careers section of the Meadowbridge
Daily News
3. 26th August, 1994
4. King Alfreds Business School, and
Meadowbridge Secondary School
5. Yes
6. Two

1. his home address

2. a reference from a place where he worked
Unit 9 An e-mail requesting a meeting

1 1. the recent sales figures
2. Tuesday, 5th April from 10.00 -2.00
3. First-floor conference room
4. Yes
Writing Guide
page 103
Unit 1 A business card

1 1. Thomas Ward
Unit 10 A
n e-mail accepting an
invitation to a meeting
1 1. Janice Brown, Sales Department
page 98
2. Managing Director
3. 015578-9754110
4. 35 Queens Lane, Greendale, England
Unit 1 An e-mail introducing yourself

1 1. All employees
3. Cornwall
4. In an engineering company near London
page 99
Unit 2 An e-mail providing directions to

a meeting
1 1. 23rd September

2. Globe Tower, 7th floor

3. 7th floor
4. Turn left when you get out of the lift. Its the third
room on the right.
Unit 2 An office plan description

1 1. May Sherrington, Director of Human Resources

2. Because she is new to the company

3. To ask any questions
4. On the 6th floor
page 100
Unit 4 An e-mail requesting a quote

1 1. Coltraine office

2. Ann Dawson, Head of Administration at Surefire

Motors
3. We would be grateful if you could send us a
quote for the items listed below.
4. Their payment terms and their required delivery
date.
page 101
Unit 5 A cover letter for a fax

1 1. Mr K. Lawson, Blakely Computers
2. Kilburn Mechanics
3. Ms Rose Light
4. 2
21
2. Modern Art Museum

3. Westport
4. WS17 4RP
2. Yes
3. No
4. Yes if she would send a report on the sales
shes made since the beginning of March.
Unit 10 A
n e-mail declining an
invitation to a meeting
1 1. Ray Brick, Director of R & D

2. He will be tied up with visitors from the

Japanese office.
3. Wednesday, 6th April
4. The inconvenience
page 104
Unit 11 A letter of complaint

1 1. 25 toner cartridges for their printers
2. 56472
3. They only received 13 cartridges and one is
faulty
4. That they should look into the matter.
Unit 11 A
response to a letter of
complaint
1 1. Jack Osbourne, Customer Service clerk at

Barkers Office Supplies

2. From 10th July
3. He sent them 13 toner cartridges by special
delivery.
4. A 10% discount on their next purchase
page 105
Unit 12 A
n e-mail requesting the
organisation of travel
arrangements
1 1. To meet a client

2. Thursday morning
3. An aisle seat
4. Thursday evening
Answer Key
page 106
Unit 14 An e-mail asking for help

making travel arrangements
1 1. Mid-morning on 15th May

2. The evening of 18th May

3. A compact class manual car
4. The Bluebell Hotel
Unit 14 An e-mail booking hotel rooms

1 1. The bookings office at the Park Hotel
2. Executive suites
3. Suitable for 12 people, available on 16th April
4. No
page 107
Unit 15 An itinerary for a trip

1 1. Cape Town

2. Brett Van Rijk is going to pick him up and take

him.
3. The Stormy Bay Restaurant
4. E-tickets, hotel voucher and plan of meetings
page 108
Unit 19 An e-mail requesting job

information
1 1. In the Windsor Times of 18th September
2. Yes
3. Yes
4. No
22

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Answer Key

Office Administration Students Book

1. Alicia Livingstone, Senior Administrative

1. Human Resources Director

Ivan Mell Managing Director

Working with Vocabulary

the Head of Research and Development

Can I get you something to drink?

Office Administration Students Book Photocopiable B Burlington Books

On the fourth floor

No, thanks, Andrea.

Working with Vocabulary

Getting Around the Office

1. his parking space number

2 1. Managing Director 4. 302

a. Name of company: Firstway Computers

Name of company: Sandys Textiles

Name of company: Pansy Cosmetics

Working with Vocabulary

Office Administration Students Book Photocopiable B Burlington Books

3. Go up the stairs to the second floor. Turn

2. half past one

1. On the second floor of the Tower Central

Working with Vocabulary

1. Its half past nine.

answer the phone

Working with Vocabulary

7 In picture 1, the waste paper bin is near the

Male: Good restaurants. No problem. Is there

Office Administration Students Book Photocopiable B Burlington Books

Working with Vocabulary

Ordering Office Supplies

4. more than seven

Working with Vocabulary

Office Administration Students Book Photocopiable B Burlington Books

Working with Vocabulary

Working with Vocabulary

Working with Vocabulary

1. Dr Hill / Eastside Hospital

Office Administration Students Book Photocopiable B Burlington Books

Working with Vocabulary

7 Accept all logical and grammatically correct

send the Williamson contract

Working with Vocabulary

Handling Outgoing Mail

Office Administration Students Book Photocopiable B Burlington Books

Martin: Thank you. You, too.

states the name of the

asks for the callers name

ends the conversation

Working with Vocabulary

1. Alice and Edward

1. her line is busy

1. William Spence is out of town.

Office Administration Students Book Photocopiable B Burlington Books

deal with this problem

Calling for Service

Burtons Bread factory

Working with Vocabulary

dripping tap, burst pipe

Type of meeting: marketing

1. F All the directors are going to be at the

Working with Vocabulary

1. Alicia Livingstone, Senior Administrative

3. Go up the stairs to the second floor. Turn

1. On the second floor of the Tower Central

7 In picture 1, the waste paper bin is near the

Male: Good restaurants. No problem. Is there

7 Accept all logical and grammatically correct

1. F All the directors are going to be at the

Michael: Hi, Alison. Nice to see you back at the

1. The library received six lamps from Homeways

2. Mr Fisher wants a direct flight but the direct flight

Agent: Good afternoon, Travellog Tours, how may

1. It serves a very

3. Its got two

2. Its close to Jakes

Female: Hello, Jake. Ive got a late meeting next

6. The rooms have

Female: OK. What seems to be the problem with

Female: Jamie, our meeting with the Japanese

2. F The customer wants shrimp cocktail as a

1. Paul wants a flight that lands in the morning or