I

s3lels palrun. uop3ur) pell!n. ureds. erodPSurs. olrxs!,!. Paio) . uPdel. lrTerB. PllPll.snv
I
.Sururear -. I )NlNUVll
leveNsj r:. | ,,i+H3?;3 I
I
I
I
I
8-raquaso1 arrofue6 Wln sli.rllp716 auuv
I
'uosraPuEs Insd 'PoCInn uEl
I
I
uo!l!Pl Puof,es
I
I
I
5*h
I
;+"H"*'-i
n;= ;*-t i*" :p=--"i ; :Hi i*-
'-.*j' o=., 'tt'*', A* +* ; srek hi:*_F;
I
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etplrqureO I
ssvd I
I
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I
 I
re Wmmffiwffitrk I
'l
Asscsstr:g tearms
Work in pairs. Look at the following characteristics of a good team. Choose the five most
I
irnportant and put them in order.
I
;-
i

i
I

;
--.=------.- _/_-___--.-
Whaf makos a" good, W^tT1f
:------l
t

i
I
tt, Tnz nr-rt'bers n;ork
L1
urrrLci-"ds

Tnzy d)sutss roLe-5 s--,6 albu*tcz thora

& a.oifitfian cbjz;:clve.

tc Lzart mur,bers.
tr
,d
I
2
) Trtzy a-ope,r*te l"tLLy v't*h zaln otkzr.
+: Tnzg help tndLvwtals d.zveiap vltLlnln Lhe t*an.
J
-*1
IJ
I
,
6
Trte. nznbu.s LrusL each at\,nzr.

Lvz-rtlonz rt,akes ut zquc.L con,trLbr.ill:ri lo L;te Lea:n.

L-{

'--l
*T
t il
I
1 Thz nembe-r; sytale tr.,frrnaiion el-lzcLuvz1,4 t*tLhr,n *to tzt:t. ri
*T
8 Tnzy AsLen La a"Li{zren+- po;no; c{ v'tz,,,t. t-J
TltE ttlk openLy a"nd. honesLb; wvLntxr Llrte Lean. ffi !
10 Whon pzcpLe aro unde-r p(e53ur") oLhzrs ottzr ,{ i,.

hzLp. l#
i
i
T
11 Mern'oers shot: ,respecL
{or aL\t,ers and -lor Lheur opttnns. tr i
!
1L illernber; ux:rrg cuL tlte Lxsks L\,tet; are c,sslgneC ta d.o. L-i i
I.

i, t
Which of these have you personally experienced in a team? Did it help make the
I
team
successful? Why/why not? -
t

I
I
I
I
:l
I
I
I
irr:1,

14

I
 2 Read the article about l'row PZ Gussons plc developed teamwork at its Polish subsidiaries.
What did PZ Cussosts do? What do they oontinue to do? Wirat beqrefits did this bring?

Ti'-i -''r'i ,l:rl*'

:

i-"-'

'j
After 50 years of living
in centrally-controlled
economies, or-re of the
challenges eastern European
companies iaced *-as horv
to develop eff-ecrive reams
ro improve eltrciencl-.
PZ Cussons plc is a good
example of a cornparry that
succeeded rvitl'r this goa[.
POICS aD
- i --a .' ' herr Percr Velch. Pretidenr of
t' : PZ Cussons plc Pol.ka and
\ '
\. ; \, Uroda S\. arrivcd ar Cttssons'
,' ncrvlv acquirc,l Facrory in
Poland to take ou., CEO he discovered that
",
the concept of teamr.r,otk didn't exisc. 'Th. g.ry
r.vho ran it before had a queue of pcople outside
his olfice waiting lbr decisions on everything
lrrom reking l day r lrolidat to nraior inve stments.
Nl decisions rvere macle by one man.' PZ Cussons
entered Poland by raking over a manufacturer of
cleaning products in \Y'roclar.v. t1vo vears lacer
they bor-rghc \Xrarsaw-based Uroda toile rries.
Turnover increased at V'roclarv from 11m to
50m and the smaller l-r'roda quicklv grerv into
a L22m business. Both businesses are norv major
brands in Poland and export to other eastern
European markets.
But in spite of these sllccesses, it is sdll hard to
develop ner.v approaches. 'The company culture
here is rhe result of fiftv years of regulation
and control,' explains \Y'elch. 'Itt not easy to
get people to take or-r responsibility and be
accountable r'vhen things go wrong. The sales
Aft
'The imagin:rtil'e ideas participants came up u'ich
r,vere extraordinary - electric.' He describes the
programmes as helping people recognise that
there is a range of eilective management stvles.
'Vt u,anted ro thror.v ner,,'light on old prob1et.r.rs.'
The participants responded very positively' In one
task, they u,ere given .500 and told to make as
much profit r.vit1-r it as possible . 'They carre up rvith
amazing ideas] says Edmonds. 'They put on discos'
They rvent to the Czech border, bought products
and then sold them at a pro6t.'
We lch believes the programmes u'ere excellent
at 'getting people excited abouc the ir jobsl But he
warns, 'u'e need to ensure that what happens on
the programme happens back in the u'orkplacel
The results, horvever, are already very positive.
'The trvo prograrnmes cost us about 40,000
in total, including food and accommodation,'
says Velch, 'but the retllrns we are getting from
them are hr-rge. \Ve sirved about 200,000 from
the first programmc and u'e're expecting.savings
of around 700,000 from the second one.'
The programmes also form the basis of
monthly reviews, in wl-rich Progress is measure d

department used to be a guv nexc to t1-re phone
rvaiting for it to ring.'
To help solve tl-rese problen.rs, PZ Cussons
brought in three expatriate managers to rvork
closelyrvith tl-re local sales staff in project
te:rms. They also brought in senior Coveldale
manage ment consultant Keith Edn-ronds
to rvork on the team's m;rnagerial skills and
improve communication rvithit-t the team'
Edmonds held nvo one-r'veek Programmes,
rvorking on te am-buildir-rg and developing
creative thinking.
against targets sct ir-r the programmes. '1br-r
can see the results improving each month.
I'm very pleased rvith the rvay it ',vorked outl
says Velch. PZ Cussons has continued to
support and encor-rrage team lvork. Part of their
company strategy is the active recruitment and
development of staff. They iook for peopie
r.vho share, and r.vill help grorv, tl-reir values.
Tl-reir ultimate goal is to create a culture of higl-r
performance in the company and work as ;r
meritocracy rvhere staff become leaciers due to
rheir talent and hard r'i,ork.

3 Using the information in the article, complete each sentence with a phrase from the list.

1 When Peter Welch visited the new factory
he found one man ...
2 Cussons tried to deal with the problems
at Uroda bY ...
5 The programmes succeeded in .,.
4 It is possible to see the programmes
A waiting for a decision about holidays.
B making people enthusiastic about work.
e setting up training courses.
D taking responsibility for everything.
E organising amazing discos.
F contributing to improved profits.
G employing foreign sales staff.

Tea,"nwork 15
 Matchthefollowingverbs,prepositionsandnounsfromthearticle.Thenusethe
in Poland'
pl'lrases to desce'lbe url'lat !'lappened at FZ Cussol'ls
1 wait- , decisions
2 take\ \ in ,, ideas

3 bring --for" a consultant

4 work on a profit

5 come uP with people

6 sell at responsibilttY

7 look managerial skills

u:se teamwork? Give examp|es.

Do you know of other companies who effectively

Arirareg$m# & &&*fls&

a Folish subsidiary. Gina Theismann,
Carmichael, an American cosrnetics group, has
!-.iead of centra! European sales, receives
an emailfrom Tom Granger' the lOcal rnanagef
questions'
ln Warsaw. Read the ernail and answer the

rl- -

From: Tom Gnanger

To: Gina Theismann
Subiect: ne: sales team for new product launch in Poland
Daie: 14 JanuanY 2011

Hi Gina,

Mongan Theybothlookvenyinter^estir;
Thanksfor.sendingmethepr-ofilesfonstevecennyandJoni
local people hene'
and I think they wiil wonk very well with the thnee

fon a week in London would the week of 9th

Iwas thinking about getting the whole team togethen
February be convenient for Steve and Joni?
c-
The team could fir"st spend a couple of days with
team-building exencises' followed by discussions
ugtuurntnt on objectives' noles and schedui:=
the launch. lthink it is impontantthatthey come to "n
also needio give some thought to how they plan to communicate
by the end of that weet. ihey,ll
wrthin the team.

Doyouhaveanyideasforteam-building?shouldwesendthemonasunvivalcounse?Alternativeiy
wecouldbringinaConsultanttorunamor.etraditionalseminarifyouthinkthiswouldbebetter.,l,..
attached soml adventisements from diffenent providers

They are:
. Executive Adventunes
" Team Management
. Melville Management Training

Couldyouletmeknowasapaboutthedatesandwhichprovideryoupnefer-?

Regards

Tom Gr"anger

1 How many people will be in the sales team?

2 Where and when does Tom suggest a meeting for the team?
3 What are the objectives of the meeting?
4 When does Tom want an answer?
5 What needs to be decrded?

16
 2 work in pairs' Student A: Look at the Activrty
sheet on page 152. student B: Look
Activity sheet on page 157. at the

Don't rorset
1)
ilri a ki n g a rra n,gc ji?en1.s
The following phrases are useful
for makinq arrangements.
'" Suggesting times and dates
How about I What about the fottowing
week I A few weeks later?
Would the week of ... work for everyJne?
Shall we say 8th February?
o Asking for suggestions
When would suit you / your team?
Did you have a time / place in mind?
What would you suggest?
e Saying we are unavailable
lh afraid l'm / we,re / he,s / she,s busy then.
Sorry, but I can,t make it then.
o using the present continuous for tarking
about fixed
arrangements
They're working on another project
until l2 February.

L) Work in pairs. Look at the question

berow and discuss the different aspects
building. Add ideas of your own. of team

What is important when deciding on

team building?
where to hold a training session
setting clear goals before you start
what type of training would work best
for the team
Now took at the advertisements for the

I
team-building courses below. which of
be the best for the Carmichael team? the courses would
How woutd it benefit the fivp team members
and the project?
Which of these programmes would you personally
prefer and why?

T EXE C UTI TE AD TEAIT URE S LTD

t
Ixecutive Advenures outdoor eyenc help buiJd
leading
busincss teams by increasingpersonal
am.n.r, of ,bilii..
md complement,rcy slill: in colJeagu... The
erenr, invo[e r
combinrrion ofinr<llecru:i, phy,ical md
prrcrical chaJlengcs -
nccrmg ard der ling wirh rhc Lrncxprcr.d.
r
Ou, rr,k meu-rh"r
rndrlrduJs md cerms hare co:
T . idenri[v clcar and achie.1ilg qg;.q11,s.
. make best use ofresources
. work rogether and communicace openly
. l.rrn Lo otcrcontc storms tnd crtses.
T

YESIi:::i:[11;oii*'
Our team of exPert
.I'o*uou how.
h0w
consuitants will demonstrate.
Hiqh Performance Teams
..i'*"it.
realtY
Focusing on issues such ;il:,.##H;ffI$,Tii-o r::jj:,.
g:Ilnes ald,.
,;.;::
B;ar;'
j J{f
d'o.:ea'' b"
rruns are tun, o
as how to form al effective
rcam' attow n,i,se ,s .',",.",l-
fi
r:[Ji;1:: ] io':i'.lii|];i-i,l:;:J,;il:::
11o1, ^,".i,,-l.l!'.' 1t,t oeB6
i"u* arn.*i.t and communicalion :";,i:,j:j:
withinieams, our list ol speclauseo ;::::r;:i, i".:*iir" :::;, i : ;,:;: ;:l;
seminars inctudes:
(SMTs)
, iI
Self-managing Teams
MuLti-cultural Teams
Team_LeadershiP
) I:rrwork Chai/^
rvlorkef inn ntr^ .enge
-;
li;j
3

- __
Fast-iormrnq teatts
Building World C[ass Teams
-rArro lor
-\r'"ytvldrlla
profit

Teanrwork
ffi fi
 I
ffimffiaffiuffiE*-3+* I
Keepfireg ir: toue* I
Wonk in pairs. Decide how formal the forms of communication mentioned are. How often
does your partner use them? Mark them on the graph below.
t
text messages letters emails phone calls memos notes faxes

I
high
t
I
I
I
What are the advantages and disadvantages of each form of communication?
I
I
I
I
I
I
I
Read the article on the opposite page about using English for international business.
Think of a title for each paragraph. I
Answer these questions about the article.

1 Why does Ericsson use English as its oifrcial language?

t
2 what can native English speakers do to communicate more effeciively?
3 Why are native English speakers una\,i/are of the difficulties of Iistening to foreign I
I
Ianguages?
4 How does Ericsson make its employees more ar,nrare of these ditficulties?

18

I
 Ks
ffi%wffi
ffiffiffi"ffiffiffiffiffikMw
Engtish r:rrag bc tite *ongulcge *:f in',ier;re"ci.enat r-lsiness bui, elsAtisonThon'rss re'*oris,
it,s not cnlu non-r:,at!*re specke,-s vnslq,o nee,il to Xe,c:"n h'nw ta use lt e'ffee*ir'elE'
sk a Swedish Ericsson executive 'Talar du
Svenska?' and he may well reply'Yes. But
only at home. At work I speak Engllsh''
Ericsson is one of a growing number of
European companies that use English as their official
corporate Ianguage. These companies recognise and,
at the same time, increase che dominance of English as
the language of incernational communication' Soon the
number of speakers of English as a second language will
exceed that ofnative English speakers.
z Although a company might use English as its ofiicial
language, its employees are unlikely to be L'ilingual'
Lar-rgr*g. trainer Jacquie Reid thinks we consistently
over-estimate the fuency of non-native speakers'
'\7e
ffisamRmrufu
'Don't over-complicate the message. Reduce s'hat you're
saying to manageable chunks.' Reid ahvays tells people
to iimit themselves to one idea per sefltence' 'Itt also
important to slorv down and not raise your voice''
+ DrJasmine Patel, a language consuitant at
Europhone, says different languages aiso have their
own approach to dialogue. 'The British starr rvith
idiomatic expressions such as So, should we get down
to it ? and understate important issues with phrases
such as Thcre could be a slight problem. They also sav
That's a good idea, but ... when they mean No and they
repeatedly use the word get with different me 'rnings'
Arld ruorst of all, they insist on using humour which is
so culture-specific that no-one understands it''

always assume that because their language skills are s The majoriry of English native speakers are
better than ours, they understand everything r'l'e sav" insensitive to the stress oftrying to understand a
o
foreign language in a work environment because they !.o
ts

ffi ffi Dom'r CIver-c*{Txplicate rely on the business world speaking their language'
At Ericsson, however, this is not the case. Ac the UI(
o
a
o
W@ rhe ruaessagc" R*d*tu wl"rac subsidiary, Ericsson Telecommurications, management
o
o
(-)
.o
training courses include seminars on both language
yoLl're sayimg to rraa{xageah}e ancl cross-cultural issues. A frequent comment made
o
U)

elaurancs. W in follor.v-up evaluations is that increased ar'vareness

ffi has ir-nproved cotnmunication and, n-rore importantly, t:
e So hor,v should u,'e adapt our use of language and lvhat given participants a betrer understanding of their own 'o
'o
are the common problems ? 'simplify it,' is Re idt advice' language and how others might interpret it. q)
o,
(B
tl

4 What is important when talking with native speakers?

. ask them to sPeak more slowlY
" ask them to repeat worcls you do not understand
. ask them to explain using different words and examples

Discuss these points with your partner and add any other ideas you might have'

Csn'lr:runicatior, ffi 19
 I
o. 'l
Leanrxng wmsccffiasls
Frida Andersson, a rnanager at Sanderlin AB in Stockholm, receives five voicernails. I
@
I
Listen and decide what each speaker is trying to do.

1 ...,.
A make a complaint
2
I
.....
B request some information
e
C change an arrangement
4 D decline an offer

I
.....

E give feedback
F confirm arrangements
G make an offer
H ask for permission I
I
I
I
I
!I
was there anything in the phone calls you found difficult to understand?
Look at the audioscript to find the difficult words or phrases. ri
J
iI
Don't torset
a\
Luaawi;:g voieemaiil rmessages
When we leave messages, it is important to be very clear.
s Prepare the Iistener for the message
This is Frank Larsen from Scandinavian Conferences.
It's 9.30 on Wednesday morning.
l'm ringing about the sales report.
3 Make requests simple and polite
Could you send me the report, please?
Could you please call me back?
J
s Give clear contact inforrnation
l'm in Helsinki until Friday.
My telephone number is 346 266.
J
s/ork in pairs. Look at the audioscript and choose one of the messages you found
J
difiicult. Flewrite it to make it easier to understand.
J
J
 '?akrng tm#ssiagcs
.i'o.1 Frida tries to return two o'f the calls. Listen and con:lplete the forrrrs belout vuitl'l one or tuvc
an6 1nrl words or a nurnber.

Event: No. of tickets:

b on rs h To i eco hlnLtt1 t L^l i an s (3)
U)

Name: Date of tickets:

Frlda Ande"sscn (Ll )

Company: Other name(s):

>^ndzrltn Ab (5)

TarAarynsoat'an (Z)

Srockhol m

WHILE YOU WERE OUT

RetrrnedyorrcLl ff Ptexe nng back

! WilL rinq back
I

MESSAGE
She reeix,A (C.)

Sl,e's (1) Lite rteeLLnq on 13 No'rzmbgr

Sha's (8) Lhe loLtnwLng ne,ek.

Cox gort nzpj her on (9) I

CoutA, gou calL hzr o.nd" ho) ,__ tkre d.aLz?.

l'" '
'n
--;1--''---'...

rcn i forget
1)
, a:iln9 l'Rcssa,g,Bs
The following phrases are useful for taking messages..
) Offering help
l'm sorry, she's not here today. Can I help you?
lh afraid he'svisiting a client.Can ltake a message?
Asking for information
Could I osk who's colling, please?
Could you give me your mobile number, please?
Checking inforrnation
Could you spell that, please?
So, that's 27 November.
Promising action
l'll give her the message as saon as she gets back.
l'll ask her to call you as soon as possible.

2 Work in pairs. Student A: Look at tl'ie Activity sheet on page 152.

Student B: Look at the Activity sheet on page 157.

e:rnrnunication ffi 21
 I
1 Cl'coose the eorrect word to fill each Eap. 3 Use the words to wriie seil.tenees with tearm.
She's ar, ef{ective
I
I
Ieat"a rnertbey.
PZ Cussons bought its first polish (1) . .in 2003.
The Canadian company soon discovered that multi-cultural
it would take more than a few (2) ..... managers
to make the business profitable. To improve
teamwork, PZ Cussons decided to
{S) .....
training sessions to improve (4) .. within the
manage

successful
work
I
cross-cultural teams. pZ Cussons then (5) .....
in a management consultant, who (6) ..... on
managerial and communication skills. Although
develop

effective
organise

leadership
I
the programmes cost aimost t40,000, the (7) ..... contribute to member
over the foilowing twelve months included
lmprove
savings of up to t1m and a clear improvement in
COUTSES building
management skills and (g) ..... towards
cross-cuitural teams.
skills

"l A branch Bsubsidiary Coffice

Present tenses
2 A strange tsoverseas Cexpatriate
3 A allocate Econtribute Carrange Complete the conversation. Fut each verb in
4 A responsibility ts togetherness C co_operation brackets into the correct form of the present simple
on present continuous.
5 A brought Efetched Ciook
6 A derreloped Bworked Cput O HiJulie. How are you?
TAvalues Bbenefits Cprofits V Fine, thanks. But l,m very busy at the moment. I
(1 prepare) 'rn ?rc?ayiirt 'f;;ih; [ig meet;ns
8 A attrtudes tstrust Oviews tomorrow.

Coi-nplete the telep[.lone comxr'ersation.

6 What's ihat allabout?
V Oh, it's all about that new product which we
A Paul Ficard speaking. (2launch)
Y next month.
Hello Paul. lt's Angela. (1) i'r,,' cr,tiliati c).ootir
a Yes. I hear it (3 notlgo)
the new project. couto *e@ Y
well.
sales team nexi week? You can say that again. We,re behind schedule
and I (4 begin) to think we won,t
@ Sure. (2) ? be ready in time for the iaunch.
Y V,/ell, (3) next Tuesday? Would @ What's the problem?
that be OK for you? Y The Marketing Department. They,re the problem.
A That should be fine. (4) Every time we (5 agree) ona
final design, they (6 want) to
Y I'd like to meet in the morning, early if possible. make some smail change. lt,s so unroy,ng[
(s) e.3o? s (7 youlmeet) them tomorrow?
a (6) . Could we meet a little later, Y Yes. We're going to tell them we can,t make
any
at say 10.30? more changes. We (g notlhave)
- the time for any more.
*
Sure, that's no problem. l,ll send everyone an
email. Should I ask people to bring anything I What (9 youlthink) they'll say?
with them?
Y To be honest, I (10 notlcare)
a No, just their great ideas. tn/e (11 have)
to stick to the
scheduie. It's as simple as that.
Y OK, that's fine. See you on Tuesday, paul.
@ Right. Thanks for calling, Angela. l,ll see you on
For furlher grammar practice see the Workbook
Tuesday at 10.30. Bye.
pages 8-9.

22
 'i Choose the correct word to cornpleie each sentence' 4 Complete the sentences wlth tn, at oY on-
1 OK, l'll (te/l / saY) him You called. 1 l'm afraid he s not here the moment.

2 Could you give her a (telephone I call) after lunch? 2 We'll be CoPenhagen until FridaY.

3 lt's been (put back I cancelled) until next week' 3 She's busy. She's the phone to someone.
4 -
The meeting's 3 o'clock tomorrow.
4 Unfortunately they are not (senslb/e / sensifive) to
other people's difficulties. 5 l'm afraid I can't make it the 18th.
5 We're trying to (rise I raise) awareness of good 6 l'm taking two weeks off Christmas.
telephone Practice. 7 You can call me back 0207 244 666.
6 Could you (ask I request) her to call me back? 8 l'm visiting the Madrid office April.

ll 7
8
Please (adopt I adapt) your language to the listener'
Shall we (go / get) down to business?
I We'll have the meeting
1O We should get the report
-
the weekend'
Tuesday morning'
-
lr I Put the telephone conversation into the correct order' -
Past simple and Present Perfect
Heception
Add a tirne phrase to each sentence.
J So that's the Alsterhof Hotelfor three nights from
il 22 August. Could you spell the name of the hotel
icr me, please?
when I on FridaY -ti ' latelY
started so far just :

l OK, Ms Meier. l'll give Paulthe message.

ll -J I m afraid he's in a meeting. Could ltake a so {'t'l
message? their{is
1 We haven't bought anything from year'

ll l
l
Thanks for calling. Bye.
And could I ask who's calling, Please?
2
3
You don't need to order them because l've done it'
The goods arrived.
Good afternoon, Pace Systems' Can I help you?
=t 4 They haven't phoned the suppliers.
II Cailer 5 I didn't have much exPerience.
i Sure. That's A-L-S-T-E-R-H-O-F. 6 We've been verY busY.

ll I Yes, please. l'm ringing about accommodation for

his trip to Berlin. l've booked him a room at the
7
8
She's gone to lunch but she'll be back in an hour'
The company was founded by two brothers'
Alsterhof Hotel for three nights from 22 August.
Complete the telephone message. Put each verb in
I J That's great. Thanks very much. Bye brackets into the correct form of the past simple or
--l Could I speak to Paul Kerridge, please? present perfect.
J lt s Kerstin Meier from Althaus Press in Berlin.
I :3 Are the sentences in each pair usually written (W)
Hi, Stefan. lt's Maggie. I (1 ger)
email yesterday, but I Q belnot)
qo\
able
your

or spoken (S)? What is the function of each pair? to open the attached report yet. You'll have to tell me
I 1 So, that's tomorrow at 10 am in your office.
which program you (3 use) when
you (4 do) it. I (s i/y)
2 I would like to confirm our meeting tomorrow
at '10 am in your office. to open up the document with different programs, but
T none of them (6 work) so far. I also
3 Would it be possible to postpone the meeting?
think we need to discuss one or two things before the
4 We couldn't put the meeting back, could we? - (7 say)
T meeting. I agree with what you
5 Please inform me bY next week' in your email about the department training budget

t 6

7
Could you let me know bY next week?

I am afraid I am not available on 12 November'

being {ar too small. I (8 tel/) --.-.-----._-...---- Chris
that ages ago but he still (9 notldo)
anything about it. Anyway, I'd better go. l'll speak to you

I 8 l'm sorry but I can't make it on the 12th.

9 ls it OK if we offer customers a 5% discount?

soon.
Bye.
-

10 Would it be possible to offer a 5% dtscount?

t 11 We can take10% off the price, if you like.
12 We would be willing to reduce the price by 10%'
For further grammar practice see the Workbook
pages 12-13.

t ffi23
 I
I
I
Reading Test Part Four

' Read the text below about interviewing candidates for jobs.
' Choose the correct word from A, B, C or D to fill each gap.
' For each gap 1-15, mark one letterA, B, C or D.

Catching out the dishonest candidate

I
Nlost personnel managers agree that job interviews are one of the ieast objective recruitnlent methods.
But the advantages of testing are not going to change the (0) ..... of the interview to employers. The
appeal of the interview has everlthing to do r,vith the (1) ..... factor.
I
Most people believe they are a (2) ..... judge of character and trust their instinctive feelings. \'Ve might
use some hind of test to aid the (3) . ... process, but r.r,e usually pick a candidate r.vho interviews well,
T
has good (4) ... and an impressive work record.

But (5) ..... the candidate lies or is less than completely honest 'This can be a serious, problem for
employersl (6) . AIan Conrad, Chief Executive at Optimus Recruitment. 'The rnost dificult liars to
I
findarethoservho {7) . .half-truthsratherthancornpletelieslResearch(8) ..... thatuptoT5pet
cent of curriculum vitaes are deliberately inaccurate. The most common practice is (9) ..... .
I
Intervier,versshouldthereforeconcentrateonareasof(10) ..... suchasgapsbetlveenperiodsof
emplovment and job (11) .... that seem strange. 'Focusing on these areas lvill force candidates to teil the
tr r-rth or become increaslngly, 1o2) . . This is usually r.r,hen people signal their (13) .... by their body
-anquase. Sl eat on the upper 1ip, false smiles and nervous hand movements a1l (14) .. discomfortl
I
Cirtrad does not suggest an aggressive police-style intervierv technique, but insists that (15) .....
lnspection of a curriculum vitae is absolutely essential. Only by asking the right questions can you
I
conhrm the suitability of the candrdate or put pressure on those r,vho are being less than completely
honest.
I
Example
0 Aattraction tsaddiction Cnecessity Dtemptation
T
ABCD T
1 A emotion B feeling C human D person
2 A, reasonable 11
sensible C substantial D normal T
3 A choice ts selection C identification D discovery
4 A examinations B papers C notes D qualifications
T
5 A pretend B think C suppose D fantasise

6 A reveals
TAsay
8 A shows
B admits
B tell
B predicts
C exaggerates
C inform
C calculates
D explains
D talk
D reckons
I
I A ignorance B forgetf ulness C omission D carelessness
T
10 A error B incorrectness C uncertainty D indecision
11 A descriptions
12 A unirue
13 A annoyance
B
B
advertisements
illegal
B anger
C interpretations
C dishonest
C anxiety
D
D
D
routines
crlminal
disapporntment
t
14 A indicate
'15 A immediate
B prove
B tight
C present
C near D
D picture
^t^^^
UIUSU
I
t
24

T
 Reading Test Part Five
o Read the extract from a business management
book'
olnmostlinesl_l2thereisoneextrawordwhichdoesnotfitin'somelines,however,arecorrect.
o lf a line is correct, write CORRECT'
LETTERS.
o lf there is an extra word in the line, write the extra word in CAFITAL

OEEEIIIIII
Example

OOqTEEEEE'],
Managing Your Business Finances

g lf you want to succeed in the business'

you need to know about financial

at developing a new product'

0O management. No matter how skilled you are
money you earn will
1 providing with a service, or marketing your wares' the

2slipbetweenyourtingersifyoudonotknowhowtocollectitkeepontrack
gofitsaveitandspendorinvesiitwise|yApoorfinancialmanagement

4lsoneofthemainreasonswhybusinessesfail.lnmanycases,failure
5couldhavebeenavoideclagainstiftheownershadappliedsoundfinancial

6principlestoalltherrdealingsanddecisionsSowhatisthemosibestwayof

Tmakingsurethatyouarehandlingafteryourrnoneycorrectly?Thetruthof

I SCourselsthatyoumusthavetopayaprofessionaltodoitforyouThis

I
gshouldbelookedatasanotherinvestment:youhavetospendmoneyinthe
However' you are then faced
1O short term to save money in the long term

I
best consultant for your
11 with a new other problem: how do you find the
getiing value for money? The short
12 business and make sure of you are

I answer is that onlY time will tell

I Writing Test Part One

o You are the Human Resources Manager
oi an insurance company' You want to arrange a2-day
team-buildingeventwiththetrainingCompanyTeam-Plusforeightsalesstatf'
Write an email of 40-50 words to your
assistant:
o
' telling him to contact the provider
' saying who and how long the event is for
suggesting two possible weekends for the
event'
'

ffi25
ffi ffisssxmffi$$ fu*,em,s
#hsosie":g a rtateE
't Read the custonrer satisfaction fornr. Which three of the criteria are n'lost iri'rportant for
you when choosing a hotel for a business trip?

Thank you for choosing to stay at a Bizte I Group Hotei. \7e are constantly striving to improve
dre quality of our sen ice and r,,,ould rvelcome your commenrs. Please help us by raking a feri,
I
momenrs to compiete this form.

Excellent Satisfactory Poor I

Location

Atmosphere

Comfort

Cleanliness

Room furnishings

Mini-bar

ln-house restaurant

Breakfast buffet

Business facilities

Value for money

Work in pairs. Use the criteria above to ask your partner questions about the tast hotel
he / she slayed at while travelling for business.

Head the three descriptions for business hotels on the following page. Which hotel does
each sentence 1-7 refer to?
1 This hotelwon an award for being very upto-date.
2 An attraction of this hotel is the building that houses it.
3 You will be greeted by modern technology right from the start of your stay.
4 You receive personal attention befoi'e, during and after your stay.
5 This hotel has a sports facility v,,hich gives guests the feeling ihey are outside.
6 The location of this hotel provides f exibility for travellers arriving by air.
7 This hotel has a restaurant yrhich never c oses,
4 Work in palrs. Describe the most memorable hotel you have stayed

26
 l'Oi (3;r .lrYj"=; uu"
ll1is
exclr-rsive hotel is located in modern Pudong, thc financral and commercial
centre of
Shanghai, making it convenicnt for business travelers. The locarion is aiso ideal for visiting
the
culrural attractions olrtl-re citl'and both the Pudong International Airporr and che Hongqiao
-\ir-port are only 45 minutes a*'a1.. In 2007, due to its modern design and technology-e quippe d
rooms, the Shanghai Plaza rvas ranked in the top ten business hotcls in an
online survey
conducted by Travel for Business, Inc. There is ample space fbr business meetings
and
banquets in rooms which can accommodate up to 400 people. The business
centre is available
ior guesrs ar any hour and \\riFi is complimentarv rhroughour the hotel. For relaxarion, a
iil1v equipped spa and indoor heatcd swimmingpool are fbund on the top foor an4 guests
can enjoy 6ne dining in any of tl-re restaurants or cafts located in the hotel. The newest innovation is rhe plaza e-burler u,hrch
en:rLrles
gllests to make online requests before they arlive, takes care ofall needs rvhile at
the hotel and is available for feedback and quesrions
after checl<,or-rt.

C2 I - d4 I 5I 23,1 etn ai i : ! t fi g sh t ngh,t i. il l,t z,zlt o /e/. t a; n

l.frj -- ^ /-l\
" I ;i'l; t )l ' t',)
1

:,( lYip1 "'r'i'r','r'3ra,r;ie

rote;;:1t.r; --,

Boasting an ideal location on Fifth Avenue and 57th Stre et in Manhattan, the Grande
Hotel
New York is in rhe centre of the prestigious business, shopping and culrural cenrre of Nerr.
York City. The location of the hotel in a landn.rark building from the 1900s aclds a feeling of
elegance to this exclusive hotel. The 125 spacious guesr roolns and 40 suites
have recentlv bcen
remodelled adding all the arnenities that the business traveller needs to feel at home.
At rhe
touch ofa button gllests can control their environrnent lvith tl-re state-of-the-art technology
fo.nd throughout the hotel. One of our latest additions is a glass-enclosed spa, fitness cenrrc
and pool affording a vierv of midtown Manhattan. Guests can also take ad.vanrage of the

rooftop garder-r by relaxing or er-rjoying a drink at the Garden Bar. \fle have three resrauranrs
rvhich provide br-tsiness travcllers rvith porver breakfasts as as comforrable settings for bu-s.iness lunches and dinrers. once r.,ou h,rvc
'.,e11
stayed with us, you .ivill ncver look for anothe r horel in The Big Apple.

+l 2,12 777 A0l2 ntlil: iry'rt(eg-itntlthoielt4tt.L.onz

Y'mwl ,!'rfjii
V/e have one goal - rvc aim to offcr affordable luxury accommodation for business rravellers
as r'vell as al1 mobilc citizens globaily. Our Amsterdam location has trvice rvon the 11aveller's
Cl-roice arvard as the worlds trendiest horel. Located in rhc centre of Holland's
capital citv,
u'e are r.vithin rvalking disrance of the Worlcl Ti-ade Center, the RAI Convention
Center
and the historic Arnsterdan-r canals. Our rooms feature w.all-to-w-ali rvindows,
exrra largc
l<ing-size L,eds, pou'er rain shorr.ers, free on-demand movics, frce WiFi
internet connecrior-r,
and \biP reiephone rares. \bu can create thc mood you r.voulcl like f<rr your
room wirh our
Philips designed touch screen mood pad. It allorvs vou ro conrrol the blinds, the lighrs, the
tcnrper:lture, thc -1'V and mu.sic sr.srem, or to arrange for a lvake_up ca11.
Or,rr 24/7 canteenfu[
provides you rvith a'ariety of fbod. An additional feature is our self check-in
service on rouch screens found in our lobbies. Citi*nll
Ambassadors are al.so on hand to help u..ith any cluesrions volr may h:rve. Come and sta.i
s-ith us _ vou r.vill feel right ar hornc as soon as
YoLr enter our lobbv }'ith irs living room ambiance firrnished rvirh designer pieces. lbu ri.ill see, citizenM svillsoon become l,our horne
arv:r1, frorn home.

7b/: +31 (A)20 622i234 enzdl: iitJb@citixn,\4hatel.ztl

Eusiness hotels ffi zZ

 I
4 tlVork in pairs. Describe the most memorable hctei you have
stayed in.
T
fu?akEaag *sffi nflcrsaEscn
'' c'. "t
[@
Five people talk about their business trips. l-isten and decide which of the questions
each speaker answers.
I
1 .....
2.....
A What did you think of the food?
B How was your trip?
C What was the factory like?
I
3 .....
A
D What's your hotel like?
E How was your journey from the airport? I
F How did the meeting go?
G
l{
How useful was the information we sent?
What do you think of Rio?
I
t
t
I
I
C,2 Listen to a complete version of the last conversation. Look at the techniques below.
I
@ Which ones does the speaker use?
I
I
Don't torset
$
E n e,ou: na g 3 n,g orirversatio ;r

I
We can encourage conversation in the following ways.
0 Showing interest/surprise
Really?

o
l'm surprised to hear that.
Do you?lDid you?lAre you?lHave you?
Asking follow-up questions
t
What did you think of ...7
When are you going to ...7
How do you feel about ...?
I
s Using the speaker's words in a follow-up question
Y 5o the meeting's been postponed until next March.
I Next March?
I
Si-::r:+:.;;'r,:: 3 Work in pairs. Develop these statements inio conversations. Use the techniques above.
1 The trains were all running late. so I kner.nr I d miss my flight to Lisbon.
I
2
3
And when the bill came, I realised my wallet r,n,as in my other jacket.
The interview went like a drear a:c irev re going to offer me the job. I
4
5
llove English breakfasts. We ia,,,e .c:^rig ke tlis in my country.
As a way of saying thank vo- -\,' o.ss -as ! .s. me a few days' holiday. I
I
2B
1*ii.indrr 4 Play the game in groups. Your teacher will explain the rules. When you land on a square,
talk about the topic. The other students in the group should encorrrage you to talk
further. The game is over when one of the players reaches FlNlSH.

m,\
/ "orpury \
\uy>
where
Using
English at
work
Free
t,'he
choice/.o
dress
de at your
)ompany i

rhe t
Toss two coins.
--4-

-
I
Your
favourite
I advantages f
of living in a \

ffiffi
\

t--
restauranl
large city
L
I -F*'dr
:,W-..W I
I Your I

ru
I Free cnotc
= 1 spoce

@,ffi\ I

W,.w A place you

would like I
J
x!'iS*i*iD / rguage

= 2 spoces
J',"" t \tr {tr-"/
l@,,@
wqw i'"**i Free choice
Free choice

= 3 spoces \E
Your 7
The best
best/worst
way to learn t^h-"hrri.n I
a language

I A recent
triO
\business

m
r. t:i::i., ,,1
Criteria fc)r
a good .,,tti.,l
business
hotel

Business hotels ffilfiffifi$ 2s

ffi #*B'ffi'#rm.t fo.. sp$.mffi H.ffip
ffirTnxEmg husSncss wat?: p$easurc
,: r:l Bead the proflles of the business people below. Choose ways of entertaining
them from the following list.
. a meal at an expensive restaurant an evening at the theatre
. a round of golf a visit to a sports event
' a sightseeing tour of the city a shopping trip

A party of i,oi:r Japanese bursii:ess people in their mid-forties.

They are on a fact{indrng mission to help them decide whether
to offer your company a substantial contract.

computer software r" .

-.1i-i,:i;'ea Berg,3;1, 38, the Manager of a German "i
company, and her Personal Assistant, Regiira 1\lleiier. Several
orders you placed with their company arrived late. As a result,
you nearly lost a valued customer.

Fietro Zanelll, 45, the Managing Director of your company's

largest client, He is flying in from Rome to finalise one or two small
details concerning a major deal with you. His wife, Vittoria, is with
him on this trip.

T:]
Si6-

llriilie Greei-"w,ooel, 35, the Sales Manager of Shirts & Jackets, W4!:ffi 1*
Ei,'s-#e'
a manufacturer of fashion sportswear. This is a new but
important customer. He has a two-day stopover on his way
back to New York.
I
I
Read the article on ihe opposite page. Which ways of enterlaining
business clients are mentioned?
I
3 Head the article again. choose the best title for each numbered paragraph.

Paragraph 1 .....
A Being sociable
Paragraph 2 ...., B Building relationships
Paragraph 3 ..... C Choosing the right event
Paragraph 4..... D Choosing the right moment
E Enjoying corporate events
F Getting down to business
I
G Sering clear objectives
I
!
I
I
I

I
I

fl
I
s-"
&!Lf
;,, :.,

I '\
fu""6L
#r '*-

I !&i--.i-

Training to be
I
I and makfmg it
I Tips on how hosts and clients csn mix business z Another common mistake many businesses make is

I and pleasure more efJbctively.

Got a lunch r.vith a client or contact today? Are you sure

to send staff to colporate events rvithout telling them
rvhy they are there or r.vhat they should do. lt is not
sruprising that they see this as a chance simply to stand

I
your objectives for the meal are clear? If your answer
to the last question is yes - having some nice food and
getting to knorv the other person a little better - yoLt
around having free drinks on the company and chatting
to each other rather than talking to clients. Everyone
feels uncomfortable in this situation.
e A1so, many business people seem to be afraid of even

I could be in need of zr training course. Fortunately, one

is nor.v available. Called Effective Sociaj Tnfluencing,
the tailor-made programme run by Huthr.vaite, the Lll(-
based training consultants, wiil give you the knor,vledge
I
and skills to plan and achieve business objectives in
a social setting u.hile ensr-rring that your clients and
prospects still enjoy themselves.
mentioning the lvord 'business'at corporate events. Yet
too much social chit-chat and getting-to-know-you-
type conversation adds up to missed opportunities.
-
Corporate events need to be seen for tvhat they are
business meetings in a social setting.
+ A further dilEculty lies in deciding exactly n hen yon
bring up the matter of business at a social event. Some

I t The first thing the course stresses is that what you

enjoy may not be the ideal event for the goai you have.
For example, a night at the opera could be a much
appreciated 'thank you' to a valued client but yoLr
people slmply have poor timing. What client wants to
spend an evening at the theatre listening to you r.vhisper
half-yearly sales figures into his ear, no matter
exciting yolr may think they are'i
horr,

I lvilI not have mtich chance to discr-Lss business unless

you arrange lor a quiet meal aftertvards. There's no
point in taking clients to a rugby match ilyou lvant to
According
and the key
toHr"rthwaite, the recipe fbr success
to building good business relationships
is to consider the tirne you spend at social events as

I discuss the details of a business deal, but you might

find that a cricket rnatch lends itseif u,ell to a long
conversation and the opportr,rnity to combine business
and pleasLrre.
'influencing' rather than selling. Effective blrsiness
people have the ability to n'rix 'social' and 'purposeful'
conversation, moving smoothly from one to the other,
so if you're having lunch u,ith a client today ...

I 4
Adapted from the Financial Times

I Llsing the infornnation in the article, coa'raplete each seritence with a phrase frorn the list.

1 In order to do business without "A tell staff what to do in social settings.

distractions, do not ...

I
2 At a social event, it is a mistake to
3 lt is important to choose the right
B combine both business and pleasure.
...
e chat to colleagues and ignore clients.
D improve techniques for social chit-chat.

I
moment to ...
mention the subject of business.
4 The key to establishing a business
e take clients to certain types of sports events.
relaLionship is to ,..

I
tjl have a nice meal and a oood time.

5 Wfrat are the advantaEes and disadvantages of mixing business with pleasure?

I e.oicoraje fiospl;aliiy ,., 31

 I
'l
Arrar"agum,# ffi #sffipa=y vis:t
Mr Fellini, the Purchasing Manager of Cuore Sportivo, has received this invitation from
I
Angela Goddard of Trackpius Lid. Read her letter. lVhat is the invitation for?

I
I .i &,1 l=

l.lf r 4
r\
I
I
Clv ey
nCus:rla Estate
43 BJits Road
0riord
0x4 2_rB u(

I
{orB65) 533:r36
info@rrac(plJs.com
rlvw i.aakp !5 ccm

Your re1-:

NIr Paolo Fellini

Purchasing Nlanager
Our ref: AG/MLTF/PF

I
I
Cuore Sportivo
Vra Nicolosi 3
20121 Niilan
Italy

5 November 201

Dear NIr Fellini

1

I
(r) to finally me et you at the Milan trade t'air last rveek and I would like to thank you
for the interest 1,ou expressed in Trackplus and our range of children's and teenage lashion sportswear ar-rd I
I
accessories.

(.2) to spend a couple oldays in the UK visiting our lactory in Oxford so you can get an
overuierv ofour facilities and production methods. This rvould also be an opportunity for lrou to visit our

I
Flead Office in London to meet our desrgn team and N{arketing and Sales Directors to discuss common areas
of interest.

As 1,ou lvould be our guest, rve would of coursc meet all your expenses. We can also put a company car and

I
driver at your disposal dunng your stay in London. (3) that you are a l<een theatre-goer.
\&'e would, therefore, be pleased to arrange an evening at a thcatre in the \\'est End ifyou like.

In terms olpossible dates, we rvere hoping that we could set up something lbr the end of the month. (4)

(s)

(6)
in the next ferv days ilthis wouid be suitabie for you. Please let me knorv, holvever, ifyou
rvould preler alternative dates

yonl schedule rvrll allor.v you to accept our invitation.

soon.
I
Yours sincerely
T
Aryzl^ Godd*C
Angela Goddard
I
Communications N4anager

I
2 Read the letter again. Are the foliowing statements true or false?

1 Mr Fellinifirsi met Ms Goddard at the Milan trade fair.

T
2
3
Mr Fellini has already seen Trackplus's production processes.
Trackplus wiil pay for Mr Feii n, s accommodation expenses only. I
4
5
Ms Goddard would like it/r Fe i i:: ?'isli ai tne end of November.
Ms Goddard is sure that ihe c?i3S ','; DS ccnvenient for Mr Fellini. I
32

I
 Choose the most appropriate phrase (,4 or ts) to fill each numbered space in the letter.
1 A lt rr",as really great
B I was clelighted
2 A We'd really like you to come
B We would like to invite you

r.Vritinq tiTr
3 A I believe you mentioned
o\
Alvna,!9'covside'{ .\f
Y
E l'm pretty sure you told me
with Yout
')iotllnshiT 4 A I would be grateful if you could tell me
;::#i,X;i!:'.!li^^' B lt'd be nice if you could let me know
should re'
,rn,,
i
lntter 5 A l'm really hoping
B I do hope
6 A I look forward to hearing from you
B Please drop me a line

.o). Don't torset

le,; ie,rs ro i li: vi l.:.t ti ;:t

The following phrases are useful for formal written invitations.
') Inviting /Offering
We would like to invite you ...
We should be very pleased if you could ...

We would be delighted if you could ...

i Thanking
Thankyou (very much) for your (kind) invitation to ...

It was very kind of you to invite me ta ...

I was delighted to receive your invitation to ...
'r Accepting
I would be very pleased to ...
lwould be delighted to ...
r Declining
Unfortunately, due to ..., I am unable to ....
I am afraid lwill not be able to accept... because ...

Writing letters for BEC

When writing letters for the BEC Vantage exam, there are guidelines you need to follovrr.
. Look at the instructions to see who you are and who you are writing to. Decide how formal or
informal your letter should be.
. Look at the five points mentioned. Some of them give you information which you have to
rephrase.The others ask you to make up your own information. Make notes first about the five
points and decide what you want to say.
. Decide how many paragraphs you need.
. Check your answer when you are finished.

Mr Fellini decides to accept Angela Goddard's invitation. Write a letter of acceptance

ot 120-140 words:
. thankrng Ms Goddard for her letter
. expressing interest in her suggestions
. accepting the invitation to the theatre
. saying the dates are unsuitable and explaining urhy
. suggest ng an alternative date.

Corporate tiospitallty ffi 33

"1 eonrpieie each sentence with a suitable preposition' 3 Complete each sentence wlth the correct fonnn of
iI
I
the word in caPital letters.
1 We are located the centre. I

iI
2 Guests control their environment pushing 1 SATISFY
a button. Customer is high.
3 Guests feel -_
home in our hotel.
2 LOCATE
4 We look forward Your next visit.
The hotel is in the
5 We are walking distance of the canals. centre of London.
b Self check-in is done touch screens.
COIVIFORT
7 The rooms are furnished designer

I
pieces. The rooms are extremelY

Guests enjoY the service the Shanghai CLEAN

Plaza Butler. Hotel- and friendliness

10
9 The meeting's been postponed
We're a long waY a decision'
Friday'

5
of staff are imPortant criteria.
ENTERTAIN I
He-arrange the words to rnake quesiions' Then
rnatch each question wlth a suitable answer'
- Perhaps we should organise some
for our visitors.
t
1 the enjoy meal You did
i-, : :, ,
,1 .. "-,.',0,/ 'i:le fngCti? fr
Auxiliary verbs

Write a followup question to each of the statements I

I
2 the how meeting go did below. Use only words from the boxes.

ls Do
3

4
s ilke your what hotel
Are
Was
Have
Does
Did
Could
I
t
was the how restaurant

5 was like flight what Your The mealwas pretty aw{ul, actually. \Jcts i-J

t
1

2 He doesn't speak much French. [)ozs' ,^:i'ne?

6 problems us have finding did you any 3 When the bill came, I realised l'd lost my credit card'

7 journey you a have good did

4
5
6
I much prefer continental break{asts.
They couldn't remember the name of their hotel'
We've postponed our end-of-year party'
t
8 of think you place did what the
7 They aren't gorng to offer him the job.
8 She's taking them to an English restaurant. I
I you here when get did
Complete each question with a question tag.
1
2
lt was a lovelY meal,
lt's a good place to take a new client, ?
t
A Wonderful. And it had a great atmosphere.
B lt was absolutely delicious, thank you.
3
4
Their trip's been postponed till June,
You don't work for lCl,
?
I
C Not at all. I just followed your instructions
D Just a few minutes ago, Sorry l'm late.
E Very comfortable, thanks.
5
6
7
You haven't met Mr Robefts,
The meeting went well,
You won't forget to get there earlY,
t
F
G
Not bad, I suppose. We did make some progress
I didn't really get a chance to look round
8 -?
There's a mistake here, ?
t
H
I
Fine, thanks. There were no delays this tLm:
Yes, thanks. lt only took a couple of hours
For further grammar praciice see the Workbook
pages 8-9.
I
J+

I
I Head this letter. Replace the numbered 4 fulatch the words to make phrases.
expressions with more suitable phrases. 1 a round of ----...- mission
2 a fact-finding
\gott
Dear Mr Rausch 3 a trade tour
4 a sightseeing event
(1) lt was fantastic to finally meet you in Berlin 5 a shopping tair
last month and I would like to thank you for the
interest you expressed in our products.
6 a sports trip

(2) We really want you to corne to spend two

or three days rn the UK to visit our factory to
5 Cornplete the sentences with tl'ae following verhs.
get an overview of our facilities and production
methods. place set
(3) [t'd be r:ioe if you could tell me in the next finalise build
few days if the end of March would be convenient
{or you. PIease let me know, however, if you
prefer alternatrve dates.
1 lt was generous of them io my expenses.

(4) l'em really hoping your schedule will allow 2 \A/e can details at the meeting next week.
you to accept our invitaiicn.
(5) Piease drop rne a line soon. 3 We hope he'll an order with us.

Yours sincerely 4 Corporate events are a good chance to

relationships with new customers.

2 Complete the sentences witl'l the fo!lowinE words.

5 lt helps if you _ clear objectives for staff who
are attending a corporate event.

missed golden social

poor free valued Countable or uncountable
g Choose the correct word to complete each sentence.
1 Staff sometimes see this as a chance to have
1 He set up several (buslness i busrnesses) in the UK.
drinks on the company.
2 Corporate events are an opportunity to do
2 Gianna gave me some good (advice I advices)
about how to do business in ltalY.
business in a setting.
3 There (is I are) still some work to be completed.
3 The rule of corporate hospitality is to turn
every social event to business advantage. 4 I need some (information I informations) about
marketing opportunities in Sweden.
4 Unfortunately, some people have _ timing.
The news about the contract (is / are) good.
It's a opportunity if you don't mention
business at a corporate event. b Have you made (much I many) progress?

6 We always look after customers. 7 l've only gol (afew I a little) money, l'm afraid.
I We've spoken (much I many) times on the phone.

3 Complete each sentence with a suiiable preposition'

G I asked if I could help with her (luggages I luggage).
'l We woulcl like to give you an overview
10 He has a lot of {experience I experiences) ot
production facilities. dealing with Japanese business people.

at ihe meeting. tt We rely a great deal on her (knowledge I

Z You can bring the matter
knowledges) of market opportunities.
They placed acar mY disPosal.
12 I have (little I a little) time at the moment, so we
A point
There is no taking a client to a rugby could talk about it now.
match if you want a- serious discussion.
5 The key _ a good business relationship is For further grammar practice see lhe Workbook
mixing purposefr:l and social conversation, pages 2A-21.

?tr
 I
Reading Test Part One
I
o Look at the four job advertisements and the sentences below.
o Which job does each sentence 1-7 refer to?
o For each sentence, mark one letter A, B, C or D.
I
o You will need to use some of the letters more than once.
I
Adrninistrative Assistant
We are seeking a lvell-organised and mature department assistant to act as PA to the Head of N,larketing I
I
and provide administrative support to three other busy department heads. The successful applicant
must have strong ofice skills and a command of business soliware. A good sense of humour and
excellent communications skil1s are essential.

B
Science Marketing Assistant
I
This position would suit a recent science graduaie with an interest in developing a career in marketing
in a publishing environment. Marketing experience is preferable but not essential as full training will be
given. The company also has a strong performance-based advancement policy.
I
C
Assistant Nluseum Nlanager
I
Reporting directly to the Manager, your role r,vill be to help improve visitor services. The flexible
3:-hour rveek rvi11 regularlv involve r,vorking
',veel<ends
and evenings. previous experience of workrng
in a similar roie is recluired. This is initially a one-year appointment but may be extended.
I
T
I
D
lnternational Management Consultant
Suitable bilingual applicants will have worked in a similar position here or abroad for at least two years.

I
Excellent communication and presentation skills are vital, as is the willingness to invest the necessary
time in order to succeed in a highly competitive and chailenging market.

Exarnple
0 A knowledge of languages is important for this job. I
AtsCD
I
1 Being computer-literate is essential. I
2 This company likes to promote people from within the {irm.
3 The successful applicant must be prepared to work long hours in this job.
I
4 Previous experience is not necessary for this job.
5 ln this job, the official working hours will change from week to week.
6 ln this job, you would have to report to more tnan one person.
7 This job would be unsuitable if you were lcoking fcr long-term employment.
iJ
36
J
J
Reading Test Part Two
o Read the letter below about a late delivery of goods.
a Choose the correct sentence from A-G io fill each gap.
o For each gap 1-5, mark one letter A-G.
o Do not use anv letter more than once.

Dear Mr \\'alker
I am writing in response to your letter of 1 3 X,Iar. concerning the late delivery of order reference no. S 19/61 1 .

First of all, I lr'ou1d like to apologise for your order not being delivered on the date r,ve agreed in our contract
and also for the difliculties you have had in tryir-rg to reach rne. (0) ..... The conflict involved all employees
and, as a result, ali prodr-rction came to a complete standstill. Administrative stalf r,vere also involved; this is
r,vhy it has been so dilicult for you to reach rne.

I am pleased to rnfornr you that the dispute has novgbeen settled and lve should be back to normal production
rvithin a fer,v days. (1) . I have spoken to olrr Production rVanager this morning, and he informs me that it
lvi11 take at least ten days to ciear these.

I can assure you thai we are doing everlthing we can to reduce this de1ay. To help us achieve this, our
prodr,rction r,vorkers have agreed to r'r,ork overtime. Our overseas sales outlets are also returnir-rg stock to help
us fulfiI these outstanding orders. (2) . . \\re do realise, holyever, that the goocis miry not arrive in tine for
you to meet yollr commitments to your or,yn customers.
You mentioned in yor-rr letter that any losses suffered due to late delivery r,r,ou1d result in vour taking 1ega1
action against us. i lvould like to point out, however, that our contract does state quite clearlv that in the event
of unforeseen circumstances, 1,\,'e cannot be held liable if we are unable to meet agreed delirrery dates. (3) .....
Holvever, lve do realise that the delay in dehverine your order puts you in a very r-rnfortunate position r,r,ith a
ner'v customer. ln vier,r, of this, r,ve are prepared to allor,v you to cancel your contract with us so that yoll can
piace your order lvlth another company. (4) \\re have been in touch lvith our legal advisers on this martter,
and they have informed us that r,\re are not legally responsible for any claims you might brir-rg irgainst us.

lVe deepiy regret the inconvenlence this delay has caused yor,r and other established customers. (5) ..... I
would like to take this opportunitv to assure ),ou that we r,vill continue to do so in the future. I u,or_r1cl be
grateful if you could let me knor'v as soon ils possible hor,v we should proceed r,vith your order.
I look forlvard to hearing from you.

Yours sincerely

P. Davies
NIanager

Example

OABCDEFG
Et-i-tfI-t-E

A I think you must agree that an industrial dispute is somethrng over which we have no control.
B Yours is only one of many other important orders that have been delayed by this dispute"
C Nevertheless, as you can tmagine, we are now faced with a sizeable backlog of orders.
D We must make it clear, however, that we will not accept any responsibility in the event of legal action.
E I am sure you will agree that untilthis incident we have provided a reliable and elficient service.
F we are giving your order priority and we hope to deliver by the end of the week.
G As you ma-v have heard in the news, we have experienced a malcr industrial dispute.

37
 I
ffiw#mmffiffiffi ffiffiffi#s I
Fier*in6 an,orucr I
Sclaneider, "lhe Frankfurt-hased nnaii order corflpany, has supptiens all over t['le worid.
What qua[ities do you thalmk Schneider looks for in its suppliens?
I
Koninna Krdrn'ler works at Sahneider's ireadquartens. She wrltes an ernaii to Anione!!a
at Schneider's iltalian subsfldiary and asks her to corntact the vendor to confirm t|'re
punchase of serverai lterlls and to make sonae changes in ti're original order. Read her I
es'naiB. Are the stater,nents beNow true or faNse?

An/to: Antonella
I
Von/From: Korinna Knamer
Subject: Christi & Faci skirts
Date: I October'2011 I
Dear Antonelia

Mn Hubnen and the other buyers have finalised thein neports and necommendations for-the
I
summer coilection. Mn Hubner"thinks thatthere might be pi'oblems with the differ-ent lenglhs
of some of the skirts included in the cataloque. I
As a result, we've decided to buy the following items in a standar.d length only,

Suppiieritem Article no.

I
Cr"isti Skint 315227
Faci Skint 314739 I
This, of course, means cancelling othen lengths of the skirts this yean, We'd also like to reduce
the orden quantity. Can you find out fr-om the vendon if it is possible to order only 4O0 pieces of
each article? Please let me know asap.
I
Best regar"ds
Koninna Ki'amer'
I
Si:ntiiaa l,rarf3:ric
a'].-r-i -is:i. n 5;i ;-: sri
I
I
-:ri:!ii:;i.f.r:,1.i
r: arli. i;r:.::ri
inir :'la ai: :iiii:t t'asaa r: at:i.1.:

I
T

1 The products mentioned in the email are men's clothing.

I
2 The buyers have now decided what they want to include in the summer catalogue.
3 Mr Hubner wants to order the skirts in different lengihs.
4 Korinna wants to increase the order quantiiy by 400 pieces.
I
5 She asks Antonella to reply quickly.
T
3B

T
3 Head Anloneila's reply to Korinna and answer the following questions'

1 What is the purpose of Antonella's email?

2 Why was she surprised by Korinna's email?
3 What is Antonella going to do?

a,j,l E $# 44j jij ii E *i fi F+ .il :=, :.i,* n 11; :j *. I ii;i i:i; i:

To: Korinna Kramer

From: Antonella Zanetti
Subject: Chnisti & Faci skirts
Date: 11 October'201'1

Dean Koninna

Thanks for- your- email concenning the Cristi and Faci skir-ts for the summer katalogue articles
S|5ZZ7 aad 314739 respectively. I discussed the pr"oblems negarding the two skirts with
migh:
Mr. Hubner- during his tnip to ltaly. The skirt made by Faci has a slit at the bottom which
make it difficult if the customen wanted to change the lenght of the skint so we agreed the
vendon would have to supply the skirt in two differ"ent lenghts. Mn Hr-rbnen thought it
might
be belter to leave the two differ"ent lenghts of the Cnisti skint. The skirt has a special
knitling
technik and it might be difficult if the customerwanted to shorten it. When Mr Hubner left ltalT
I thought we had sonted the pnoblems out. I was sut'pt'ised by
your email cancelling the othen
neducing
sizes. please let me know if you definitly want to cancel the other lenght skirts. As fon
L contact
the total quantity, I will wait for confirmalion of the information about lengths befone
the vendors.

Thanks and best negands.

Antonella

4 How could you improve Antonella's email? Make notes under the following headings'

layatrr a$$#ra{y

,/
----\-\__\

paraqrapke 5e'fii.ence9

CONNCCT,OTS

5 Now write a clearer version of Antonella's email.

GrderinE Eoods ffi 3{

 ffias'*ussamg ch*mg+s
C, 1 Korinna receives Antonella's reply and phones her. Listen to iheir cdnversation.
@ Wl'rat does Antonella have to do?

iti{tl
*r*f-i-\*r*r*f*r-
:#:=:-J:J.-r' ' I

Listen again. What phrases are used to express ihe following functions?

1 Stating the reason for calling l' s ritclir'clrtboLrt .

2 Confirminginformation
3 Requesting action
4 Promising action
5 Thanking
6 Referring to future contact

How would these functions be expressed in a lormal leiter?

3 Match each function with two of the phrases: one from a telephone conversation and one
from a letter.
1 Referring to a letter: Why don't we ...?
.-l got your letter about ...
2 Suggesting \ \
3 Giving information I would be very grate{ul if you could send me .."

4 Asking for confirmation 'Further to your letter of ...

5 Asking for information I trust you will find the following polnts of interest

6 Reminding We propose ...

May I remind you that ...?
Let me know when you have a definite date.
Here's ihe information you wanted.
Can y'cu send me details on ...?
D:: i icrget that ...
3:,. : ;,'31.1 Please conlirm the date?

40
 eenfi;'aming chaatges
Antonella speaks to the vendors and then emails Korinna. ln most numbered lines of her
email there is one extra word. Find the extra words. if a line is correct, mark it with a /.

To: Korinna Kndmen

From: Antonella Zanelli
Subject: Christi & Faci skirts
Date: 11 Octoben 201'l

Dear Korinna

Furtherto oun phone convensation of thrs morning, both the Cristi and Faci have
confir-med that lhey will be produce articles 315227 [Cr^isti] and 314739 fFaci]
in

standard length only. They are also able to neduce by the quantity to only 4oo
pieces for

each skirt. please advise whether the measurements charts we already have will need
to changing or not. Does this mean all knitted skirts will now be produced in a standard
length?

Thanks and best negards

Antonella

write a 40-50 word email to Antonella. Use the information below:

. tell her not to change the charts

. confirm that all knitted skirts will be in a standard length
. suggest a delivery date for the finished order.

:#:::;- , ]
-*#,r
ffiG5,gp ;,;i-=
tg

:,t !
"..,Y
F-- ' :-: -:a
-
,t- l',i),
1.,r. .:'.:-..1-)
',, ,-

l':,,:';

'l fr

I #fi

I
I
I &rdering goods ffi 41
 I
1 Fle-arrange the words to make formai phrases
from written conrespondenoe.
Complete each sentence with ihe correei forrn of
the word in capital lettens.
I
1 interest trust I find you the points following of will
I -i'rust you wi{l lind \he tollowinct poitis o'f in\erest.
1 RECOMMEND
The retail price is 124 a unit.
I
2

3
the you could please confirm date

you remind may that

2 FINAL

We'll the order details by the

t
I
end of next week.

DELIVER
T
4 of further letter your to

5 you very I would grateful be could if

Can I arrange

MEASURE
on 6 May?
I
6 you concerning email your for thank
I think we'll have to change the
for the new catalogue. I
2 You are a buyer at a mail order company. You
SUPPLY

We deal with a number of ltalian I

I
l'lave decided to reduce the size of next year's
catalogue. This means oancelling part of an order. STANDARD

Write a letter of 12A-140 words informing the We've decided to the lengths of
supplier. Make sure you nrention all the points
below and use your own words.
. explaining the cancellation
allthe skirts in the summer catalogue.

lntentions and arrangements

I
. saying which articles you '.ruish to cancel
. apologising for the cancellation
Complete each conversation wilh will, going to or lhe T
present continuous.
.
.
confirming the delivery date for the order
mentioning working together rn the future
1I
Y
Could you send me the measurements?
Sure, I (email) 'll ernail them to you I
t
now.
Complete the puzzle. Wtrich word runs verticaily
througl'r the answers? 2 O When {youlleave)
Y ln about an hour or so. I (order)

3e
v
a taxi in a few minutes"

Whal $ouldo) this weekend?

Nothing special. After such a stressful week,
I
I
I

(relax)
4a Can you make the meeting on 16 June?
V l'm afraid I can't. I (visii)

5C
suppliers then.
The attachment to the email you sent me is I
1 We d like to order 400 ...,., please.
Y
missing.
Oh, sorry about that. I (send)
it to you again. t
6a
I
2 The ..... of the workmanship is excellent. So what have you decided? Where
3 They're too long. We'll have to ..... ihem. (youltake) Mr lfem when he
4 We'll ..... the order if they put their prices up. comes next week?
Y
I
tr We usually take clients to Hunters - but maybe
Schneider is Europe's largest ...,. company.
| (try) somewhere new.
6 The ..... can supply the goods you want.

I
7 lf it s too short, change the ...,. .

I l'd like to ..... the quantity from 300 to 200. Fcr f uriher grammar practice see the Workbosk
q Our chref ..... does all the negotiating with supp =-: pages 1 6-1 7,
46