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 Simon Clarke

SECOND EDITION
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PRE-INTERMEDIATE STUDENT'S BOOK WITH CD-ROM

MACMILLAN
SECOND EDITION STUDENT'S BOOK:

1S TOPIC UNITS focusing on .. '." _

current business issues and 'J1 INTRODUCTIONS

everyday skills

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S SPEAKING SKILLS UNITS
focusing on functional
business English language
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 1S LANGUAGE LINKS consolidating grammar and :
extending vocabu lary from the Topic Units
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S CASE STUDIES reflecting

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BACK-OF-BOOK MATERIAL:
3t -Degree
Case Studies Glossary
.---- ------
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• Listening Scripts with useful phrases from the - - --_. - -

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Language Links Phrase Banks in bold
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• Additional material for communicative activities I - I

SELF-STUDY CD-ROM:

Extra listening activities

• Interactive grammar and vocabulary activities
• Interactive glossary
• Downloadable Student's Book audio

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WEBSITE:
Course updates, regular e-Iessons and supplementary material avai lable at: www.businessenglishonline.net

I
Unit Communication skills Reading and listening texts Language links

Making a presentation about yourself Reading Vocabulary Describing your work,

Asking for personal information Description of Facebook Computers and the Internet
p6 Discussing social networking sites Facebook page Grammar Present Simple,
Discussing ideas for start-ups Listening Present Continuous
Introductions at a training course Phrase bank Describing your work
Company profile

Discussing blogs Reading Vocabulary Discussing and

Asking about work routines Blog description of a typical day expressing opinion,
Completing a questionnaire on exercise Article about exercise and lifestyle Jobs
Discussing exercise and ways to relax Listening Grammar Expressing frequency
Conversation about someone's new job Phrase bank Discussing ideas

Using telephone skills Reading Vocabulary Telephone language,

Discussing telephone frustrations Article about telephone skills Numbers
Telephoning for information listening Grammar Indirect questions
Different ways of saying numbers Phrase bank Telephoning
Apologising on the phone
Conversation about an order

Making conversation with new people Listening

Talking about other people Conversations With new people

Discussing policies for Internet use at work Reading

Article about Internet use at work
p28 listening
Explanation of company's Internet use policy

Completing a quiz about the history of the Reading Vocabulary Time expressions,
Internet Timeline describing history of Nintendo Business verbs
p30 Discussing personal experience of the Internet Article about the birth of the Internet Grammar Past Simple
Making a presentation about a company's listening Phrase bank Talking about the past
history Documentary on the history of the Internet

Discussing the importance of grammar Reading Vocabulary Business

Making on-the-spot decisions Article about grammar in business commUnication,
p37 Giving and receiving details about an important correspondence Punctuation and spelling
order E-mails about an order Grammar will for unplanned
Complaining about errors in an order listening decisions
Telephone conversation about an important Phrase bank Dealing with
order correspondence

Making and responding to special requests Reading Vocabulary Travel and

Discussing hotel rooms Comments about hotels accommodation
p44 Making comparisons Article about Yotels Grammar Comparatives and
Discussing the pros and cons of different office listening superlatives
locations Conversation at airport check-in Phrase bank Travel and
Conversation at hotel reception accommodation

Telling an anecdote listening

Using did for emphasis An anecdote about a journey
p52

Discussing how to deal with a major problem Reading

Article about a company's troubles
p54 listening
Interview with company representatives

Describing change in a country or company Reading Vocabulary Business achievements,

Completing a report about a company Articles about two successful companies language to describe change
Exchanging information about a company Business Briefing: Inditex Grammar Present Perfect
listening Phrase bank Talking about business
Radio programme about entrepreneurs achievements

Discussing the causes of stress Reading Vocabulary Stress at work, Health

Comparing different jobs Article about stress at work Grammar have to I don't have ro,
Asking about someone's responsibilities and listening should I shouldn't
duties at work People talking about stress at work Phrase bank Talking about your
Writing a consultant's report on a company health

Finding out more information about someone Reading Vocabulary Money,

Writing a report Time line describing history of Nokia
Report about someone's career
listening
Documentary about the founders of YouTube
Phone call from a headhunter
Company news
Grammar Present Perfect for
unfinished past, for and since
Phrase bank Money and company
background

CONTENTS
UnIt Communication skills Reading and listening texts Language links

Introducing yourself and starting a conversation Reading

Choosing safe topics of conversation Article about conversation strategies
Ending a conversation listening
People meeting by chance

Deciding what staff appraisal scheme to Reading

implement 810gs discussing staff appraisal
listening
Explanation of staff appraisal scheme

Discussing the dos and don'ts of business travel Reading Vocabulary Negotiating,
Negotiating skills Article about comfortable air travel Air travel
Article about cut-price business travel Grammar Conditionals with will
listening Phrase bank Air travel
Conversations at check-in

Discussing when sacking is justified Reading Vocabulary Asking for clarification,

Writing a letter of application Article about someone being fired Procedures
Asking for clarification CV Grammar The passive
Discussing labour lam and industrial action listening Phrase bank Asking for clarification
People talking about applying for a new job
Job interview

Discussing time management Reading Vocabulary Time collocations,

Asking and answering about time management Article about working without clocks Working conditions
techniques listening Grammar going to, going to vs will
Talking about decisions and plans A conversation about a delayed project Phrase bank Presentations, talking
A talk on time management about time

Asking for favours listening

Saying 'no' tactfully A conversation with a refused request
Using polite language Conversations to persuade, promise and
threaten
People making special requests

Discussing how to restructure a company Reading

Article about company structure
pl04

Reporting gossip Reading Vocabulary Office chat

Discussing the pros and cons of gossip at work Article about a company banning gossip RelatIonships at work
pl06 Discussing office policy about gossip Posts on a forum about office gossip Grammar Reported speech,
listening say and tell
Conversation about company gossip Phrase bank Social chat
Radio interview about the importance of gossip
at work

Discussing purchase decisions Reading Vocabulary Discussing advantages

Discussing advantages and disadvantages Survey about the future of the Internet and disadvantages,
Discussing marketing e-commerce to the over- listening Shopping and the Internet
sixties Radio interview about the pros and cons of Grammar will for future predictions
e-commerce Phrase bank Advantages and
disadvantages

Talking about hypothetical situations Reading Vocabulary Teleworking,

Discussing the advantages and disadvantages
of teleworking
Discussing company policy about teleworking
Article about the rise of e-workers Explaining things
Article about working from home Grammar Conditionals (future
listening reference)
Conversation about working from home Phrase bank Explaining things
People talking about their experiences of telewoO:

Describing food Reading

Describing different roles in a Job Article about business etiquette in Japan
Using the correct business etiquette listening
Conversation at a restaurant
Explanation of job roles

Discussing and evaluating different operating Reading

systems Article about Siemens adopting a new OS
p130

p132

p143

cas. Studies Glossa p155

CONTENTS I
 It may be a welcome break from the daily grind, but according to one in three US
workers, their most recent employer-provided training was a waste of time.
FROM

1 Match the words (a- k) to their defi nitions (I- I I).

a payroll I paying people
b quali ty control 2 all th e peo ple employed by a company
c retail chain 3 a company that suppli es workers for short periods
d pe rsonnel 4 m aking sure th ere are no mi stakes
e hiring and firin g 5 finding out what people think about products and services
f recruitment 6 employing and dismissing people
g te mporary employment agen cy 7 eva luation of how we ll people are doing th eir jobs
h management tra in ing 8 a gro up of shops with th e sam e nam e
market research 9 finding people for jobs
J personal assess m ent 10 th e thing th at m akes a product or service different
k unique selling point II courses in the skills of leading people
a [J]
UNIQUE SELLING
b Dc Dd D e D f D g D h D iDj D k D
POINT
2 Whi ch wo rds in 1 do yo u associate with the to pic of Human Resources?

3 ,:; 1.01 Listen to the start of the first session in a Human Resources training course. Which wo rds in
I are mentioned?
Retail chain.
4 Listen aga in and complete th e chart.

From Job Home

Jan Werner Norway

Silvia Fortuni Barcelona Director of Staff Training Barcelona

Jean-Christophe Marchal Belgum HR departemt Paris

5 Compl ete the phrases. Then listen aga in and check your answers.
a My .. i1.. . Jan
Werner. J work for Metronet Fibre. Our
main business is fibre opti cs .
b O ur head office is in Prague. That's where .. I'm based ............... , but at th e moment, .
c I work out of our headquarters in Barcelona.
d My rol e is related to personn eL am director,
e I .. ...... for recruitment and training in the European area . responsable of
r I ha ve a .. new job ...... ....................... in th e HR department of Aqualux. staff training
g I'm mainly involve wiht staff training.
h 1 have fi ve years' experience working in th e HR field .

01 INTRODUCTIONS
 6 Prepa re and give a mini-presentation introducing yourself to the rest of yo ur class and/or you r
social networking
tea che r. Use th e phrases in 5 to help.
tsooS(a)J ,nctw3:kilY
noun meet ing and
talking to people Discussion
informally
7 Work in groups a nd talk about traini ng courses. Do yo u ever go on trai ni ng co urses? kin d? Do
you thi nk they are useful ?

SOCIAL NETWORKING
1 Work in pairs and di scllss the qu estions. Th en read th e text to see if you are co rrec t.
a What is Facebook?
b Wha t can you put 0 11 your Facebook site?
C What must YOll ha ve in order to join Facebook?
d What is th e mai n purpose of Facebook?
e Can YOll choose who has access to yo ur information?

2 Find th e wo rds and phrases in th e text which mean th e following:

a To maintai n contact with .
b References to pages on the Intern et.
c Peopl e YOll have conta ct with at work.
d Gro ups of people whi ch ph ys icall y exist.
e Options in a computer program wh ic h limit access to information.

01 INTRODUCTIONS
 3 Jean-Christophe Marchal has a page on Facebook. Look at his page and answer the questions.
a What is Jea n-Ch ri stophe doing at the moment?
b Is he married?
c When is his birthday?
d Where does he live?
e What thin gs does he enjoy doing?
f What are his interests?
g What are his favourite TV shows'
h What do his friends say about him?

..•
Profile edit Friends • Networks • Inbo home account privacy logout

Search·
Jean-Christophe Marchal Profile· I
Jean-Christophe is: sleeping
Networks: None
Relationship Status: Married
Photos Birthday: May 24, 1962
Notes
Groups ... Information
Events Contact Info
Posted items e-mail:
5kype: je_marshal
Mobile: 674647487
Lan d Phone: 756757575
Current Address: 7, Rue Richard -lenoir, 93100 Montreuil -sous-Bois.

Personal Info
- - -- -
Activities: Cycling, writing, reading and socialising.
Interests: Video games, theatre, w ine .
Favorite Music: Cold pl ay.
Favorite TV Shows: CS I, Nip Tuck, Prison Break .

Education and Work

Education Info
College : University of Ghent
High School: Ecole Europeenne de Bruxelles
Work Info
Em ployer: Aqualux
Tim e Period : January 2008 - Present
I l ocation: Paris, France

i ____.___ _
Displ aying the only 2 wall posts. See All.
I {Write something on your own Wall ... 1
i Julia Maguire (no network) wrote at 9 46pm on July 28th, 2007

L you're putting on weight! _________ _

4 Now ask a partner or your teacher th e same questions.

What (lTe you doing at the moment?

Discussion
5 Work in grou ps and talk about soc ial networking sites. Do you know of any other social nehvorking
si tes like Facebook? Have you joined any? D o you think these sites are useful for people in business?
What problems do yo u think th ere might be with using these sites?

01 INTRODUCTIONS
 COMPANY PROFILE
Name of Company: Cobra Beer.
1 1.02 Listen to an extrac t fro m a radi o progra mm e . T he speaker is talking
Founder : Karan Bilimoria
abou t ;] com pany. C ompl cte th c details in th c comp.my profil e all th c Icft.
45
Exports: To more than a)
countries worldwide. 2 Listen aga in an d complete th e phrases below.
Established in: 19 b) 89
a Th is m on th , we are looking at th e retail food trad e .
b Co bra exports to more th an 45 cou ntries worl d wi de, and now with
Countri es where Cobra is produced: the subsidi aries in India, South Afri ca and the US, .
UK, c) polan, belgun, ... indian
c ... it 's becoming a ma instrea m , global beer bra nd.
Product: d) beer with a lower d Cobra Bee r has a tu rnover of £75 m ill ion a year, .
level of e) gas • aimed at people e The company . is expanding ra pidly, with a growth ratc of 42% in th e last
eating Indian food. It has a premium strength ten yea rs.
5 %. f T he company headquarters are in Fullum, in sou th-west
Annual turnover: g) 75 millions London, but it now has subsidiari es in Ind ia, South Afri ca and
the US.
Growth rate: h) 42 % in last
g ... it is extending operati ons to meet th e demand for Cobra in th e
ten years.
E u ropean and wo rldwi de market.
Retai l outlets: Cobra Beer is stocked in
over i) 6000 restaurants and in 3 Matc h the se nten ces (a- g) in 2 to th e desc ripti ons.
most major supermarkets and off-licence a Presen t Simple to de scri be a stab le situation: b, d, f
chains in the UK. It is also sold in nearly
b Presen t Continuous to describe a c urrent situ ati on or act ivity: ..A,E,G
j) 6000 pubs and clubs.
B
c Presen t Continuous to describe a si tua tio n of change:
Location: Headquarters in Ful ham.
south-west k) .. London
..... ...... ) 4 Write qu estion s for these answe rs.
WHAT IS THE UNIQUE SELLING
Subsid iaries in I) .. indian, sudafrica ... a Cobra Beer. the VI ••I,I\'"\e?
POINT
Karan Bilimoria . WHAT IS THE FOUNDER NAME?
c Bee r. WHAT IS THE PRODUCT THAT COBRA PRODUCE?
d It do es n' t have as mu ch gas as norm al beer and goes very we ll with Ind ian food.
e Yes, to ove r 4 5 countries. DOES COBRA EXPORT THEIR PRODUCT IN OTHER COUNTRIES ?
f In Ful ham in sou th -west Lo ndon . WHERE IS THE COMPANY HEADQUARTERS?
g £75 milli on . HOW MUCH IS THE ANNUAL TURNOVER?
h 42% ove r the last ten yea rs.
HOW MANNY INCREASE THE LAST YEAR?
5 Combin e the ve rbs in A with th e words in B to make as lllallY differen t
combinati ons as possible .
A ex te nd have hire make flI11 set lip
B a company an idea operati ons previOUS expefJ encc a profit staff
a turn ove r a websi te

Collocations
6 Use the coll ocati ons in 5 to co mpl ete th e sentences below. You may need to
c hange th e fo rm of the verb.
a Our investors are happy because we ..
b We .. set up a website so th at people ca n get in fo rm atio n about our
products onl ine.
c They use a recruiti ng agency to . hire staff
d Giovanni Bianchi runs a company whi c h hi s famil y owns in
Mi lan .
e He has the ri gh t qu ali fications for th e job, but does . .. he
have previous experience .......... .?
f He has an idea for a new business, bu t I don 't think it will
work.

7 C hoose three coll oca ti ons from 6 and write you r own exa m ple sen tences.

01 INTRODUCTIONS I
..
. TOPICS
-',., ' .
"

Word building
8 The words in brackets arc all important business wo rds. Use the correc t form of each to com plete
th e sen tences.
success
a His new business is a great . (s uccessful )
b VVe have good ideas, but we need to co nvi nee OUT .. investors , (investment)
c As the market grows, they are inc reas ing production. (produ ct)
d It's a very profitable business. (prolit)
e Every day I read the financial newspapers. (linanee)
r We are looking for new supplier to provide us wi th the parts. (supply)
g OUf onli ne marketing led to ama zing .. growth ... in sa les. (grow)
h It's very importa nt La innovate if YO LI wa nt to survive in th e IT market. (i nnovation)

YOUR START-UP

1 Work wi th a partner. Discliss YO UT ideas fo r your OWIl start-up (a new co mpany). It ca n be either
seriolls or hUlllorous. Complete the 'YOUTstart-up' colum n in the table below, Th en change partn er an d
ask qu esti ons to complete th e 'yOUT partner's start-up' column.

Your start-up Your partner's start-up

Name of company

Product or service
I
USP (Unique Selling Potnt)
I
Location
I
Markets

Competition

2 Use the framework below to wr ite a descri ption of your new partner's company.
(nam e of com pany) IS a
(type of company) ..
The mai n activity of th e compa ny is
Its US P is
T he com pany is based in
but has ofliees in
Ils main ma rkets are ..
and its mai n competitor is

01 INTR ODUCTIONS
 ·. ",

"
...'" .. \ . '

01 INTRODUCTIONS 9 It's like the Intern e t but th c pages are only accessible
in si de the company.
LANGUAGE LINKS lOWe pay them to include a to our
wcbsite on their page.
Phrase Bank: Describing your work II How much do you pay for your Internet
I work for IBM/a pharmaceutica l company. per m onth ?
I work in a bank/an office/l ondon. 14 Our system is infected by a
My job involves. 16 I don't have much time to the Intern et
My role is to . at work.
I have a post as head of marketing/in the marketing Down
department. I'll send you th e document as an e-mai l
I am responsible for accounts.
I have (five years of) experience in sales. 4 Don't get so close to the . It's bad for
We are based in . you r eyes.
Our headquarters are in . 6 You ca n music and pictures from our
site.
S Nowadays I buy all m y CDs and books
Vocabulary 12 here for further information.
Companies & the Internet 13 I'm looking for a web with information
about share prices.
Compl ete th e sentences using the words in th e box.
15 In order to the web in comfort you
need a good co mputer.
employs experience franchises headquarters
Internet involved investment profit responsible
turnover website

a The co mpany over 2,000 workers in

Europe, located in four different factories.
b McDonalds has all over the wo rld.
c My departm ent is for marketing an d
sales in Eastern Europe.
d OUf company provides information
about our services and products, but we don't se ll
anything online.
e We need more to finance our expans ion
in China.
f The of Nes tl e are in Geneva.
g I-I e has an MBA bu t does he have any previous
in sales?
h For the compa ny to survive, our needs
to grow by 20% this yea r.
In my opi ni on, the BBG has one of the best websites
on the
They make a of$4.20 on eac h book
they sell without any discounts.
k The compa ny is mainly with food and
drink products but also has other lines. Answers on page 132.

The Internet & computers Grammar

Complete the crossword. Present Simple
Across
2 vVe are designing a new at the
moment.
3 Please add our site to your of You You
work don't work
favourites. We We
5 If you give me your address, I can send you an They They

He He
7 A w ith no cable is much more She works She doesn't work
comfortable to use. It It

01 INTRODUCTIONS
 Interrogative Practice 1
Complete the sentences using th e verbs in the box in th e
Do you co rrect form - Presen t Simpl e or Present Continuous. Use
work1
Don't we each verb hvice.
they

he do get live sell think work

Does
she work?
Doesn't
it a Normall y, I am in th e offi ce in the aftern oon, but thi s
month I . ....... a cou rse.
You usc the Present Simple to talk abou t b In th e winter, th e reps more than in
• routi ne acti ons and hab its. th e summer.
I go to work by blls. c O ur most important marke t is the Far East. We
He works la te on Tllesdays. ................ business with several com pa nies
• ongoing situa tions we see as stabl e. th ere.
\.Ve live in London. d Our new product line very well this
Th,,), employ over 250 people. yea r.
e Our boss ...... very long hou rs.
Present Continuous f I-Ie of changing hi s job because hc's
no t ve ry happy.
Affirmative Negative g 'What's yo ur address?' ' I . in a hotel
I'm (am) "m not
until we find a nice Rat.'
h In Jun e, th e weath er .. . .. ......... ho t th ere, so
You're (are) You aren't take some cool cloth es.
We're (are) working We aren't working
They're (are)
I-I e .. .. ..... hi s job is rea lly interesting.
They aren't
It hott er. We need to get some air
He's (is) He isn't conditioning for this offi ce.
She' s (is) She isn't
k At present, we on new products and
It's (is) It isn't
services for the future.
Duri ng the week, he .. in h is city Aat
Interrogative
and at the weeke nd he goes to th e co untry.
Am
Aren't Practice 2

Are
you Vvrite qu estion s about the information which is missing.
we working?
Aren't
they
a The com pany makes m oney by ...
.. ..
he b O ur busin ess is expanding because
Is
she
Isn't Why ..
it
c T hey are sett ing up a busin ess in
You use th e Present Continuous to talk abo ut W he re
• ac ti viti es ha ppening at th e moment of spea kin g. d We are looking for $ .
I-fe's wearing a grey suit, a while shirt and a blue lie. How muc h
Don't interrupt me, please. I'm trying to concentrate. c He has previo lls expe rie nce in th e . .. business.
''vVh at are YOll doing?' 'I'm preparing this month's sales Wh at ki nd
figures.' f T hei r uni que selli ng point is ..
• activi ties or situation s you see as temporary. What
We're using this offi ce until the new one is ready. g M y company e mploys ... people.
I'll! working from home fo r a fell' days so don't phone How many
me at the office. h The ma nager of the company is ...
• situatio ns which are cha ng ing. Wh o
The econo mic situation is getting better. T hey are talking to ... abo ut further illvestm ent.
a llr company share price is steadily improving. Who

You often lise th e Present Con tinuolls with tim e

express ion s: at the moment, this week/month /yea r etc.
We ore having 0 lot of problems with Ollr suppliers at the
moment.
I'm doing a course th is month, but it's not very interesting.

01 INTRODUCTIONS
 The failure of Fortune 500 companies to add women to their corporate leadership
in the last three years highlights a startling gap between rhetoric and reality.
CATALYST CENSUS O F WOM EN CORPORATE OFFI CERS AND TOP EARNERS OF THE FORTUNE SOD

TOP EARNERS
1 Look at th e quotation above. What do you know about Fortune 500? Wh y is th e writer no t happy'

2 Compl ete th e statistics about the USA using th e numb ers in the box. Compa re your answers with a
partner.

6.4 % 16.4% 46.4 % 1.6% 14.7 %

a of all workers are women.

b . of corpora te officers in the Fortune 500 are wome n.
c represe nt .. .... of top earners.
d of indi vidua ls serving on Boards of D irectors are women .
e However, onl y ofCEOs in the "o rtune 500 are wom en .
Fortune 500
' ,f:>:(r)tJnn falv Discussion
'hAndrndi the 500
largest companies in 3 Loo k at page 132 to check the stati sti cs in 2. Then discllSs th e questions.
the US
Board of Directors
a Is the situa ti on similar in your cou ntry?
' ,b::l:d av da'rcktazl b Do you thi nk th is situati on wi ll cha nge in th e future?
noun a group of
people who control 4 Read th e bl og of a leading executive on a corporate website and an swe r the qu esti ons.
a company
a \-Vhat tim e does Sall y Mc Derm otl sta rt work in the morni ng?
CEO ',si: i: ':m/ noun
the most senior b What tim e does she normally ge t to th e office?
manager in the c Does she ever smoke?
company
d Wh y does she lise th e phone so mu ch'
Oefin ,uons from Macm,llan
0K;t1QlWy and
e How often does she have to wo rk at the we ekend ?
MiKmlllan English OlCllOllary
5 Howald do YOll thi nk Sally Mc Derm ott is? How lypical is he r life?

A day in the life of Sally McDermott

We are a major telecom with operations in most of Europe and in Latin America. The career of our
International Operations Manager, Sally McDermott, includes periods of work in PDrtugal, Paris, and
London, and a post with British Telecom. She speaks Spanish, French and Russian as well as English.
People often ask me how I manage to combine a successful career with family life. The sec ret is that I don't
need much sleep! Five hours is usually enough. So by 5.30 I'm up and at my laptop, working on business
and e-mails from the previous day. Socially, my day begins with breakfast at 8.00, together with my husband,
Derek, and my 15-year-old daughter, Katie.
I go to work in a taxi which picks me up at 8.30 every day. On the way to work I look t hrough the daily
papers. I enjoy having this time to myself and switch off my mobile. It normally takes us about 20 minutes to
get to the office. My office is a beautiful room with fantastic views on the top floor of our headquarters. When
I arrive, my secretary joins me and we go th rough any correspondence and plan the day. I make decisions about
appointments and organise meetings. I'm giving up smoking, but I find it difficult. By 9.30, I feel like a cigarette!
I never have one of course, as apart from anything else, these days smoking in the office is not a ll owed, even for me.
I keep going by drinking a lot of coffee and mineral water. r usually have a working lunch in a nearby restaurant.
1 try not to eat too much and never drink any alcohol. Then in the afternoon, it's nearly always back to the office
and more meetings. When I'm not in a meeting, I'm constantly on the phone . I use the phone whenever possible
because it's nearly always quicker than using e-mail. Even if I'm in the office, I prefer to use my mobi le. I don't
know why, it's just a habit I suppose. r hardly ever send text messages, exce pt to my daughter - it's just t oo
time-consuming.
I like to pick Katie up from school when I can, but most days I work unt il at least 8.00 and then
t here is sometimes a business dinner to go to. Weekends are sacred and pretty much reserved for my
family. I don't often have to work but occasionally something comes up which I just can't avoid.
All in all, it's hard work but I enjoy my job. That is just as well, because at this stage in tife, jf
something isn't fun, I don't do it!

02 W OMA N AT W ORK
 6 Underline all th e ph rases in th e blog which say how often something happens. The fi rst one has
been don e for you.

7 Underl ine the correct option.

a In Illost cases, Adverbs of Frequency (sometimes, often, never, etc. ) go hefore/after the main ve rb.
b Adverbs of Frequency go before/after th e ve rb to be.

Expressing frequency
8 Add a frequency expression to eac h se ntence so that it is true for YOll.

always every day every week ha rdly ever neve r not often
often once a month sometimes twice a year usual ly

a I go to work by ca r. f M y boss gives m e a hard tim e.

b 1 get hOllle late. g My co mputer c rashes.
c I work at th e weekend. h I find time to relax and e njoy myse lf.
d I have a holiday. I have arguments with people at work.
e I fee l bored lV ith my job. I read the fi na ncia l papers.

9 Complete th e 'Ac tion ' and 'You' columns in th e chart below. Then ask qu estions to complete th e
'Your partner' col u mn.

You Your partner

ot"\ce G\ week

How often do you ... ?

I
i=
Do you ". much?
===;
Do you ever ... 7 I I I
BLOGS
1 Disc uss these questions with a partn er.
a W hat is a bl og? What different types of blogs are th ere? Do you ever read th em?
b How can blogs be useful in business? Do you know any famoll s corporate blogs?

2 1.03 Listen to hvo people talkin g about blogs. Are th eir ideas simi lar to yours in I?

3 Listen aga in . As YOll listen, number th e phrases below in th e orde r yo u hear them.
a 0 What do yo u think abou t ... ?
b 0 ror exa mp le, from a (business) point of view.
c 0 Yes, you're proba bl y right, but.
d 0 Okay, but.
e 0 Maybe, bu t.
r 0 Do you reall y think ... ?
g 0 I'm not sure about that.
h 0 \Vhat do you mea n ?

4 Form two groups.

Croup A: Think of argume nts in fa vour ofblogs and make notes. Look at page 133 for ideas.
C roup B: Think of arguments agai nst blogs. Look at page 139 for ideas.

5 Find a partner from the other group in 4 and have a di sc ussion where you defend your arguments
for /aga inst blogs. Use each ph rase ill 3 at least once.

02 WOMAN AT WORK
WHAT'S IN A JOB?
1 1.04 Two friend s meet and
ta lk about sOlllconc's new joh. l ,istcn
to their conversa tion and answe r th e
questions.
a What is th e relationship between
Eddie (the m an ) and Fiona (the
person with th e new job)?
b How does Eddie feel about the new
job?

2 Compl ete the dialogue usi ng th e

questions in the box.

Does it invo lve long hours?

Does it mean a lot of trave lling?
Does she enjoy it?
Does she have to work weekends?
How much holiday does she get?
What does it involve?
What's she doing?

A Hi , Eddie. How are you?

B O h hello, Jen nie. I'm fin e. An d you?
A Fine, thanks. I-low's Fiona?
B Oh, she's okay. She's got a new job.
A Really, that's good.
B We ll , yes. I suppose so, but I'm
worried she's working too haret.
A Oh dear. a ) 1:>qe.s it ;"vqlvelo"4how ,s?
B O ffi ciall y 40 hours, but she often works late. We don 't see her at home much.
A b) .
B It's the same co mpany - you know - edu ca tional software - but she's now Regional Marke ting
Manage r for western Europe.
A Sounds impressive. c)
B Apart from being in charge of the sa les reps, she's also in volved in new product deve lopment and the
whole marketing strategy of th e compan y.
A d)
B It seems to. At least a couple of trips a rnon th .
A I see.
B I don ' t mind that. It's th e weekends that ca use problems.
A e)
B Not every weekend, but we can never make plans.
A O h clear. f)
B It's not bad. Three weeks a year. But th at's a long way off.
A You're being a bi t nega tive. g)
B It's hard work, but I think she enjoys the challenge.
A But yo u're not very happy.
B I'm happy for h er. The mon ey's good, and it's great for he r caree r, but there is a downside.
A: We ll , it's always diffi cult a t th e begi nni ng. Anyway, give her my regards. Why don 't we go for a dri nk
sometim e?
B Okay, I wi ll , and yes, I'd li ke that.

3 \.york wi th a partner. Ask question s as in 2 to compl ete your chart.

Speaker A: Loo k at the chart on page 135.
Speaker B: Look at the chart on page 142.

4 Ask your partner similar ques ti ons about th ei r job or the job of SOll1eone th ey know.

02 WOMAN AT WOR K
 TAKING THINGS EASY
1 Do you take regu lar exercise? Do you think it's important? Work with a partne r and co mpl ete the
qu estio nna ire below.

a Taking exercise is the best solution for stress. true false

b Sport is the key to a healthy and long life. true false

c People who get up early suffer from stress. true false
d People who have a sleep during the day live longer. true false

e People in their 50s need to save their energy. true false

Brisk walks are the healthiest form of exercise. true false

2 Now read the article below to sec if your answers arc the same as the author's.

3 Underline three expression s in th e artic le wh ic h mean to relax or to rest.

4 Choose th e best title for th e art icle.

a All work and no play makes Jack a dull boy
b Health risks for the over 50s
c Siesta or Ma ra thon?
d .. (your own idea)

Discussion
5 Disc uss th e following questions with other peoplc in th e class.
a Do you agree with Professor Axt?
b What do you do to relax?
c Do )'ou lind it eas), to rela x?
d Do YOll do morc o r less exe rc ise th an YOll would like to? Do you do mo re or less exercise th an you
thi nk is good for ),Oll? Wh y?

THEY SAY that a healthy body is a healthy mind, but according

to a German expert it is lazy people who lead longer and healthier
lives. Professor Peler Axt recommends avoiding strenuous activity
like aerobics or working ou t in a gym. 'People who prefer to laze in
a hammock instead of running a marathon or who take a midday
nap instead of play ing squash have a better chance of living into
old age,' says this scientist. They are also less likely to suffer from
professional stress.
He co·wrote On the Joy of Laziness with his daughter; who is
also a doctor. In the book he advises people to 'waste half your time.
Just enjoy lazing around.' Those who get up early in the morning
usually feel stressed for the rest of the day, so his advice is to take it
easy.
However, Professor Axt stresses that laziness is only one of the
keys to a longer life. In fact, the subtitle of his book is How best to
use your energies. He argues that if you are too fat, you need more
energy to maintain body functions, and is in favour of moderate
exercise like Imeditative' jogging or brisk walks to Irel ax body and
spirit at the same time'.
On the other hand, any exerti on is not recommended, especially
for middle-aged people who should be particularly careful about
doing too much sport. Professor Axt believes we have only a
limited amou nt of energy, and people w ho use up their su pply more
quickly live shorter lives. I Research shows that people w ho run long
distances into the i r 50s are using up energy they need for other
purposes.'

02 WOMAN AT WORK
 WOMAN AT WORK Do as an auxiliary
LANGUAGE LINKS Complete the conversation using do , does, don't or doesn't.
A (aJ you do a lot of exercise?
Phrase Bank: Discussing ideas
B Yes, I suppose I (b) . Why do you ask?
What do you think about .. ?
A Well, it's better if you (c) ,according to a
German scientist.
For example, from a (business) point of view o.

I don't think that ..

B What (d) he say about it?
Yes, you're probably right, but.
A He (e) say that exercise is bad for you
Do you really think ... ?
exactly, but that if you do too much, you use up all
I'm not sure about that.
your energy.
What do you mean?
B T hat (0 make sense. Sport is good for
you and makes you fee l better.
A Yes, but according to him people who run a lot and
Vocabulary play squash (g) usually Iive to an old age.
B Well, I (h) believe it. He probably just
Work & routines (i) like sport.
1 Match the parts of the sentences below.
Jobs
a Professor Axt thinks that lazing.
b Doing as little as possible is better Reorganise the letters to form words related to jobs. Then
c Lying about is the key ... complete the sentences using the words.
d Take a midday break instead
e He's in favour. contacaunt denistrep driteer litte nacharim
nag ream soipoint texecuvie
f Try to take ...
g We only have a limited.
h If you get up early, you are likely to .. a She's the chief officer.
b He's the of the board .
I . . around is good for you . c He doesn't work, he's
2 ... of playing squash or going for a run.
d The CEO is the top . in the company.
3 amou nt of energy.
e Her job is 'vice presid e nt' .
4 .. it easy this weekend. f It's hard to explain what I do, but I guess I'm a sort of
5 ... than going to the gym. department
6 . to a long life. g The financial director is a qualified
7 . . . of moderate exercise li ke walki ng. h The job title ' , sounds more important
8 ... fee l stressed for the rest of the day. than 'chairman'.

a b c d e 9 h Phrasal verbs
Combine a verb from box A with a preposition from box B
to complete each sentence below.
2 Write in the missing pairs of words below, A

charge + hiring engineer + degree pick switch give go work use

experience + qualifications get + off
marketing + women ratio + to productive + day B
through up off up up out
a We only half an hour for
lunch.
a Please can YOll yo ur mobile
b You should get some practical as well as
phones before the presentation begins.
of and firing. b After a long day at the office. I like to
c She's in
at the gym before I go home.
d Whydo departments have more
c I want to smoking because I
than men?
, you'll need a know it's bad for my health.
e If you want to be an
d The taxi me every
morning at half past nine.
f The of men to women is two
e I don't want to all my energy
one in my job.
doing strenuous exercise.
g Nobody can be sixteen hours a
f She her correspondence with her
secretary every morning.

WOMAN AT WORK I
Grammar Practice 1
Expressing frequency Reorganise the words and phrases to make correct
To say how often someth ing happens YOll lise: sentences.
• Adverbs of frequency a abroad times I a year travel four

always hardly ever never not often b a on department meeting we always have
often sometimes usually Monday morning

The adverb comes before the main verb: c often he to Germany doesn't go

d manager the deparhllenl usually leaves

You (don't/doesn't) usually on Friday early
We (don't/doesn't) often drive(s) to work.
They sometimes go(es) out for lunch.
He never e use the car never can't because drive
She
f has the office canteen she always lunch III

but after the verb 'to be'.

g often they for work aren't late

You (not) usually h always Microsoft IS the news 111

am (not) often
We late.
They are
is
someti mes tired. my every I change mobile year
He never
She ever do you have parties office?

• Frequency expressions k often to how gym you the do go?

every day/week
once/twice/three times a day/ week/month/ year etc. you your do use much laptop?
These expressions come at the beginning or end of
the sentence.
Practice 2
every day. Rewrite the question using question words what, who,
You a day.
once when etc.
We have (has) a break
twice
a week.
They go (goes) on holiday a month . a Do you go to work by car? On foot?
three times
He four t imes
a year. ..t9 .w.9.fk?
She
b Do YO ll use the phone a lot? Ever?

c Do YOll get to work at 8.30? 9.00?

Every day
a day you
Once
a week we have (has) a break. d Does he do the housework because he likes it? Because
Twice
a month they go (goes) on holiday. he has to?
Three times
a year he
Four times
she
e Does he play squash every day? Every week?

f Does she go to work with her husband? A friend?

g Do yo u spend the morning maki ng plans? Having

meeti ngs?

h Do you work 35 hours a week? Forty hours a week?

Does it take you 20 minutes to read the newspaper?

Half an hour?

Do you work so hard because it's fun? Because you

need the money?

02 WOMAN AT WORK
A Vodafone UK survey of more than 1,100 business people reveals that the
telephone is still the dominant networking tool (59 per cent), but phone usage
with clients has dropped by almost a third (30 per cent) in the space of a
generation, with e-mail taking priority.
HTIP:/MIWW.COMPUTING.CO.UK

TELEPHONE NUMBERS
1 1.05-1.09 Listen to the ex tracts and write down th e phone number.
a c e
b d

2 Listen again and put th e phrases in th e order that yo u hear them.

a IT] Can [ speak to Derek LaMotte, please?
b o You have one m essage from 903586759 at 18.30 on April 1.
cORing now on 0902386980. I'll repeat that for you. [f YOll know the answer. phone LIS now on
0902386980.
d 0 Can YOll give m e the numbe r of Budget Car Rental, please?
e 0 No, I'm afra id YOll've got the wro ng number.
f 0 ['m so rry. COliid YO LI say that again a bit slower?

3 Underl in e phrases in th e senten ces in 2 that YOll think are useful to know,

4 DisclIss th e foll owing questions with a partner.

a Do YO LI find it easy to reme mbe r tel ephone numbers? How man y do YOll know by me mory?
b Write down fi ve random telephone numbers and di ctate th em to you r partner as fast as poss ibl e.

INDIRECT QUESTIONS

1 1.10 We use indirect questions to sOllnd more polite. Com plete th e dialogue below. Then li sten
to see if YOll are correct.
A InterAir, ca n I help you?
B Yes, please . I'd like some information about a Right arriving from Munich .
A Yes. Do you ..
B T he Aight number? I'm not sure. I know it leaves Munich at 1730.
A Oh, yes, that's IA 345 .
B Yes, that's it. Could .. gets in?
A Yes, the arrival tim e is 1910.
B 1910. Do you any delay?
A No, th e flight is on time.
B Right, thank YOll very mu ch.
A You're welcome. Goodbye .

03 TELEPHONE TA LK
 2 Look at the prompts on page 132 and practi se th e conversation with a partne r.

3 Look al the cha rt below. T hen rephrase the qu estio ns using Do YOli know ... ? or Coulc/ you tell me .?

how long it takes?

Do you know... where the airport is?

Could you tell me ... if she got my message?

if you'll finish the order on time?

a What ti me does the Right leave?

Could you tel/me what time the fiight leaves?
NOT Could you tell lil t wi, dt LillK docs the AigLl lcd"e?
b \,Vhic h termina l does it leave from ?

c H ow far is th e factory from th e ai rport?

d How long is th e m eet ing with Mr Fuen tes?

e \ Vh ic h car h ire co mpany is it?

f W hi ch models do they have ava ila ble'

g Do I nee d an internatio nal dri ving licence?

h \Vh ere are we staying?

Is it a ni ce place?

How far is th e hotel from th e neares t town?

k Have they booked a meeti ng room?

4 \,Vork with a partner.

Speaker B: Look at page 138.
Speaker A: Read the instructions below.
YOLI are tra ve llin g a ll business in th e UK. \,Vhen YOll fini sh there, YOLI are goin g strai ght to another cO ll ntry
for a spec ial sal es confe rence, You ex pected to rece ive in format ion abou t thi s tr ip from your office, but the
hote l's Intern et conn ection does n't wo rk , and yo u don' t have access to your e-mail account. Ri ng yo ur
office to get th e necessa ry information, Ask the ques ti ons in 3. rvlake a note of all the in for ma tion ,

03 TELEPHONE TALK
TELEPHONE FRUSTRATION
1 Co mpl ete th e list of possible telephone frustrati ons usi ng ve rbs in th e box.

call get (x 4) listen play put repeat return take transfer

a They irritating music when you're put all hold.

b You ......... e ut off in th e mi ddl e of yo ur call.
c People yo u ca ll a lo ng tim e to answer.
d They you on hold and fo rget about you.
e You ........ _an answer phone.
f They . you to anoth er person and YOLI have to .. yo ur enquiry.
g They don 't .. properl y to wha t you are saying.
h YOLI co nti nuall y an engaged to ne when yo u .. ........ . someone.
Peopl e don't your calls.
Yo u . th rough to a voi cema il SYStCI11 .

2 \-\lith a pa rtn er or you r teacher, decide which of the problems in 1 are th e fi ve most fru strating. Then
look on page 136 to see what th e five most frustratin g problems are acc ording to a survey.

3 Answer the questions with a partner.

a W hat percent age of all sales enqu iri es do you think begi n on th e telepho ne?
I) 25% 2) 50% 3) 90%?
b For what type of co mpanies m igh t effective li se of the telephone be espec iHlI y im portant?
c How many calls do YOll estim ate an average tele ph onist answers in a year?
I) 30,000 2) 300,000 3) 3,000,000
d Wh at kinds of th ings do tele phone recepti oni sts need to be good at?

4 Now rea d th e text. According to th e au tho r, what are th e answe rs to th e ques ti o ns in 3?

5 According to th e artic le, 'More business is lost thro ugh bad service than by poor product
perform ance.' D o YOLI agree?

Source www brendan com

03 TE LEP HONE TALK

 6 1.11-1.16 Listen to six extrac ts fro m te lephone calls. Iden tify whi ch skill listed in paragraph 2 of
Ringing in the Millions is being used .
a
b
c
d
e
r
7 Liste n agai n and complete the miss ing phrases.
a A Ca n I have 305, please?
B I'm afraid the line .. . Will you hold'
b A Could I .....? You need 50 units by Friday, and Mr Joh ansson can
contac t you on 943 694726.
B Yes, th at's co rrect.
A Ri ght, Mr Smith . I'll as soon as he's free.
cA ... and it rea lly isn't good eno ugh.
BYes, Mr Wright. I und erstan d what you're saying and th e erro r. As
soon as Mr Downs is back, I'll ask him to ge t in co ntact with you.
about th is.
A Righ t, th ank you . I rea lise it's not your fault.
d A Could I have the Sales Department, please?
B One momen t, please . Just now.
e A Shonagh C lark speaking.
B Hello, I'm .. .................. yo ur letter of 12th June.
f A This is Jorgen Bode here. Could I speak to Jean Sim mons, please?
B Oh , I'm sorry, Mr Bode, but Ms Simmons righ t now. Can I ask her
to call you back? O r I ca n . if it's urgent.

8 D iscuss th e following questions with a partner.

a Does your company have any policies on phone use? Does it provide training?
b Do you prefer to lise a mobile or a landlin e?
c What functions docs your ph one have? Do you know how to use them all ?

Telephone phrases
9 Match the following to make telephone expressions.

put a message?
repeat that?
Could you ... read that back to me?
give me through to (Accounts)?
take me your name?

leave to Mr Wilson?
speak over that again?
Could I. .. have extension 103, please?
check that?
go a message?

to your advertisement.

I'm phoning ...

about
to
an appointment.
some information.
I
for confirm our meeting.
about see if you could attend a meeting on the 20th.
•

03 TELEPHONE TALK
SALES CONTACTS
1 1.17 The sales team at ADH Graph ics uses the form below to record the details of all phone
ca lls with potential clien ts. Liste n to the conversation an d complete th e form.

PHONE CONTACT FORM

fl 4!>4D Graphics
DATE: Wedne",-"y If ",",y

CALL INITIATED BY: Oent

CALL HANDLER : 1>.White

CUENT: 1>ellstone & S"'ith

ADDRESS: (.) ....... , O.ph.", tel, London SWlf

CONTACT: IvIr O.(\,son

POSITION: -Il..d at (b)

TEL: (el .

E·MAIL: .... bellstol.le@hl..oeot.le.col.Yl

NATURE OF BUSINESS: ilev.tor roon"f.cn,(er

PURPOSE OF CALL: Wonts estiroote for printing. (d) . of

(e) . . p.ges. Copies, (f)
istirootes .Iso for (g) ... ....... • nd (h) ... . ....................... copies.
Si",,, (i) ... jt1 bl",a White. Cover it'l colOlAf, Will slApply Ot'l diSk of CP.

COMMENTS: They their $0 colAld give \AS rY\o(e wof!:. if the Pfice is fight.

ACTION REQUIRED: Visit client "'ith 9) .

BY WHOM: 1>. White

DATE AND TIME: (10 . . !vI.y ot 10 .'"

Role-play
2 Work with a partn er and practise tel ephoning for inform ati on and takin g no tes.
Speaker A Look at page 135.
Speaker B, Look at page 133 .

03 TELEPH ONE TALK

 TELEPHONE TALK A Just one mom e nt. I'm sorry, but th e lin e is
(d) .. . D o YOll want to
LANGUAGE LINKS (e) ?
B All right.
Phrase Bank: Telephoning A (f) now.
Can I speak to ... ? B Hello . (g) . ......... .. th e departmen t
Can you give me the number for ... ? m ana ge r, please ?
Can I/you take a message? C I'm afrai d he's not in th e offi ce this m orning.
Can I have extension ... , please? (h) ........................................................................... ?
This is ... B Yes, please. (i) ............................ . .. G eorge
The line is engaged. Smith . COllid yo u ask him to
You've got the wrong number. (j) ................ ?
I'm phoning about ... C Yes, of COll rse. Goodbye.
B Bye .

Vocabulary 3 Match the parts of th e sentences below.

Numbers a Tell h er it's M r Jenkin s. I' m retu rning .

b T yp ical! I go t Cll t ..
Write th e full form o[ th e numbe rs and fi gures. c I hate it when th ey put YO ll .
a 32 I .. d I keep getting an engaged.
b 69% e C Ollid YOll say .. .
c 3,428 f Ca n YOll read that.
d Om I ... on hold, and th en forge t about yo u .
e $9.39 2 .. . bac k to me, just to ch eck?
[ 24,678,902 3 ... to ne. Maybe hi s phone is off th e hoo k.
4 .. . her call thi s m ornin g.
Telephone phrases 5 that again , please? I didn 't un de rstand.
1 Put the conversati on below in th e correct ord er. 6 ... off in th e middle of the call.
IT] Hello, ADH G raphics.
o Yes, please. C ould you ask him to phone John a b ( d e
Clarkson [rom Bellstone & Smith? H e has th e phone
number.
o Just on e moment ... I'm sorry, th ere's no answer.
4
o Yes, of course. C ould I just ch eck your nam e? John
o
Matc h th e words to their defin itions.
a telephon e directory 0 g wro ng numbe r
o
Clark from Bellstone & Smith .
ob engaged 0 h switchboard
Thank you. G oodbye .
D Oh, dear. I'm phoning fo r some informatio n. It's quite o c di all ing tone 0 i extension number
od reverse charge call 0 j cell phon e
urge nt. Do you kn ow wh ere I can contact him?
o e nationa l call 0 k direc to ry enquiri es
D Oh , good morning. C ould I speak to Pe ter White,
please? of off-peak call 0 I ope rator
o No, sorry, I'm afra id I don 't. C an I take a message? A continuous sound that means you ca n di al th e
o No, it's C larkson. He kn ows wh at it's about. number you want.
D Oh, sor ry, Mr C larkson. I'll tell him as soo n as hc's 2 The equipment which distributes calls to the diffe re nt
ava ilable. departments and offices in a compan y.
3 A phone number you dial by mistake.
2 C ompl e te th e conversati on lIsing th e wo rds and 4 Busy - som eo ne is using the line you wa nt.
phrases in th e box. 5 The number of each different phone in a co mpan y.
6 A call wh ich is paid for by the person you are calling.
bad line call me Can I take a message?
Could I speak to dialled the wrong number engaged
7 Also called a mobile phone.
hold put me through This is You're through 8 A book with a list of telephon e nllmbers.
9 A service you phone if you wa n t to find a numbe r.
A Sales D epartment. C an I help yo u? lOA call to a differe nt part of th e coun try.
B Oh ! I must have (a) .. II A person wh o h el ps YOll make a call.
C an you (b) to C ustom er 12 A call made in th e eveni ng or at th e weekend wh ich
Servi ces, pl ease? ha s a lower charge.
A I'm sorry, it's a (c ) .
Did yo u say C ustome r Services?
B Yes, th at's rig ht.

TELEPHONE TALK
5 Rewr ite the following conversa ti on to make it sound more polite. Practice 2
Calaxy Comp uters Calaxy Computers. What do you want? Change th e direct questions into
a Cr.I",,>, tCo"'putefi. <C.h 1 help you? indirect questions.
Michael Jones I "ant to 'peak to Ilarris.
a What time does the meeting
b
begin?
Calaxy Computers Who are )'ou?
Do you know
c
M ichael Jones Jones. ABC Industries.
b How muc h is the hotel?
d
Could you te ll me
Ga laxy Com puters Who? What's yo ur name aga in?
e
c Why is he angry?
M ichael Jones Michael Jones.
Do you know
Calaxy Computers I-Ie's speaking to someone o n his li ne. Want to wait?
f
d Is the re a restaura nt ca r on the
M ichael Jones No. Tell him I call ed, right?
train?
g Can you tell me
Calaxy Computers No problem. Bye.
h
e Where can I park th e ca r?
Grammar Can you tell me

Indirect Questions f Is th e office near th e town cen tre?

Can you remem ber
Direct questions Indirect questions Differences

Where are you from? Can you tell me where you are from? • Word order
How is she? how she is? • No do or does
Where are we Can you remember where we're meeting? • ifin Yes/No
meeting? questIons
Where do you live? Could you tell me where you live?
How much money how much money he
does he earn ? earns?
Does he like football? Do you know if he likes football?
Has he got my if he has got my
address? address?

Practice 1
Reorganise the words to make ind irect questions or statements.
a tell if got my me could you she message

b know be back will do when he you

c do long know takes you how it

d remembe r the what bus time can leaves yo u

e this kn ow do whal wo rd YO ll means

f know think he wants what YOli to do

g id ea th e IS ti me I've no what

TE LE PHONE TALK I
 A gossip talks about others, a bore talks about himself - and a brilliant
conversationalist talks about you.
ANONYMOUS

1 : ; 1 18 Rick Van Looy and Floren t Ro nd ele meet in a

hotc l bar after dinner. Listen to Conve rsati o n I and
a nswer the qu estions.
a What does Florent do?
b What does Ri ck do?
c Do th ey knolV eac h oth er?
1.19 Now listen to Co nversation 2 an d an swer th e qu estions.
a Where are th e speakers?
b O ne of th e speakers asks ' Does th is be long to you?'
Wha t do yo u thin k 'th is' is?
c Wh ere are the speakers goi ng?
d Wh y?

2 Listen aga in and compl ete th e questi ons that are asked in the conversations.

Question words Auxiliary Subject Verb etc.

Do you mind if I join you?
Are you from around here. then?
What do?

I you sports equipment?

How many stores got?

What line of business in?

Do it?
Are you a store here. then?
you something to drink?

Does belong ?

you the time?

Do soon?
Do Bangkok?
n this your first trip there?

3 HolV are qu estion s b, ha nd n in 2 diffe rent to the others?

4 Write questions for the answers in bold.

a Who IBM.
b Berlin. Our offi ces are in th e city centre.
e In th e Royal. It's a great hotel.
d N o, o nly French .
e H e's talk ing to a client.
f 1'l"n an accountant.
g Yes, two boys aged seven and ten.
h Portugal. I was born in Lisbon .
Yes, I am - in fa ct, th is is my wi fe, Yuki.
I No, 1don't. There's no gol f cOllTse near where I li ve. I play squash.
k Yes. I me t her last year at a co nfe rence in Vienn a.
Answers on page l 32.

04 ASKING QUESTIONS
5 YOllr company has sen t YOll to an intern ati ona l meeting. It starts in five minlltes. YOll don' t know th e
person sitting next to YO ll . Use th e c hart below to make conversa ti on and to find a lit '.l bollt them.

Question s w ord Au xil ia ry Subj ect Verb etc.

live
work here
do do English
Where
does you doing at the moment
What
are your company have any other languages
How
has he got your job
Why
do she like this book
When
are they go any children
How many employees
have travel to work
studying much in your work
speak

TALKING ABOUT OTHER PEOPLE

1 1 0 Look at the conversa ti on below. N umbe r the lines in th e correct order. The n listen <.m d
c hec k YOllr answe rs.
o What's he like?
o Yes, isn' t he Director of Business Deve lopment at C uinn ess?
o Do YOll know Jan Nowacki ?
o The Na ti onal Bank of Poland , that's inte restin g. Do you have any co ntact with him in YOllr work?
o Not any longer. Now he's th e Pub li c Relatio ns Manager at the Na ti onal Bank of Poland.
o He's a ni ce cha p. You'd like h im.
o Not really, bu t I occasionall y play golf with him .
2 Which parts of th e co nve rsati on could YOll replace wi th th e expressions below?
a Have you ever m et k)'lOW

b doesn 't he work for

c bump in to him at confe rences
d I don' t like him muc h reall y.
e I don' t anymore.
f What do you th ink of h im?
g You'd ge t on well.

3 Look at th e tab le below whi ch shows th e jobs live people did befo re and wha t th ey do now. (One of
th em is retired .) Work with a partner. Using th e co nversation in 1 as a mod el, have conve rsa tion s about
th e people. Add comm ents a bout th em using th e phrases in th e box.

He/she's a n ice person. He/she's an interesting person. He/She's quite reserved.

He/she's a good laug h . He/she's a b it arrogant. He/sh e's a bit du ll.
He/She alw ays has t he latest gossi p .

Before Now

Name Position Company Position Company

Pedro Amado Managing Director Edwards Shipping Sales Director Iberica Electric

Martina Ferlan Managing Director Health Group President Biological Co.

Frank Mangliochettl Vice-President Finance Dynamica Chairman & CEO Medical Plans

Cathy Cheung Marketing Executive Deltaco Dental Care Marketing Manager Deltaco Dental Care

Dennis Sexton President SpeedTrackSystems

4 Now thi nk abou t some people you know and have similar conversat ions about th e m .

04 ASKING QUESTIONS
 1 Discuss the questions in groups. Do YOll have free access to th e Interne t at work? \ Vh ic h of the four
groups in the monster.co.uk survey below would you be in? Is th is an important issue in you r work?

Do you have I use Internet access at work?

39% 267 votes for Yes, a high-speed access with more than 2 Mbitls

37% 254 votes for Yes, I use an al ways-on connection (e.g. DSU

17% 117 votes for No, I don'! use the Internet at work

5% 40 votes for Yes, but with a modem only (narrow band)

Total: 678 votes

2 Read the arti cle and answer the questi ons.

a Why did Hywel Jenkins hire an IT expert?
b What kind of we bsites were th e workers visiting?
c \'Vhat was th e position of th e union represen tative? Do you think it is reasonable?
d What kind of things does Mr Fisher think companies should do to prevent these situations from
happening?

Office Workers Dismissed for

Spending Two Hours a Day on eBay
Nine office workers have been dismissed by a Town Council in
South Wales after it was discovered that they were spending
up to two hours a day on eBay. The workers' internet habit
was discovered when an IT expert was hired by the council to
investigate the amount of time its staff were spending on the
Internet. The Head of Financial Services at Neath Port Talbot
Council, Hywel Jenk ins, said: IThe main reason for carrying out
the investigations was the significant time staff were spending
on the I nternet. The investigation revealed that these Council
employees were spending their time on shopping, entertainment
and SBC/Sky-related websites.'
Union officials suggested that the Council should have set up
its IT system to prevent workers accessing sites like eBay. Mark
Fisher, a welfare officer with the union Unison, said:IPeople get
very involved in eBay, Sky Sports and their favourite football
teams. It happens in many offices. Obviously we cannot justify
people spending a couple of hours of working time looking at
these sites, but temptation was put in their way.'
Mr Fisher emphasised the need for employers to take
preventative measures. He said: IWe want the Council to make
changes to its IT system to stop workers getting into this kind of
trouble. We want firewalls installed to prevent staff accessing
these sorts of websites at any time other than between the
traditional lunch breaks between noon and 2pm. We are looking
at how the system can be tightened up so these people won't get
dismissed.'
Source:

SE S1 INTE RNET ACC ESS

3 \Vork in groups of four. You are goin g to take part in a meeting to decide on a policy for Internet use
in your com pany. Eac h take a role: A, B, C or D.
A
The H llm3B Resources Manager
You see one of your compa ny's biggest problems is to recruit tal ented , well-qua li fi ed, young people .
Potential employees of this type have been using computers and mobil e phon es since th ey were born.
Digital co mmunication is part of th eir li ves. They will hesitate to work for an employer who prohibits
Internet access. For example, a lot of compani es block instant messaging because th ey see it as a
distraction and a was te of time, but for man y people now, instant messaging is a legitimate work tool that
all ows quick communication be hveen colleagues and actually saves money.
B
The Company Boss
You are in fa vou r of controll ing access to th e In te rn et and usi ng filters to preve nt users visiting non-
aut hor ised sites. You are not so worried a bout peopl e downloading porn (although anyo ne who does thi s
will be sac ked !), but you suspect that e mpl oyees waste a lot of time looki ng at thin gs like eBay, myS pace,
Facebook and worst of all , on line ga mbling si tes. You ca n see two pro blems. On one hand, if workers
are using the Intern et for personal use, th en th ey are not doing anything useful during paid time. On
th e other hand, if they are doi ng thi s when th ey have fini sh ed all th eir ta sks, it shows they ha ve not bee n
give n enough wo rk to do.
C
The IT Manager
This sou nd s like more wo rk for yo u and you would prefer not to have to do it. You know th at although
it is possible to use filte rs to limit Interne t access, there wi ll be so me tech nica l problems. Peopl e will
co nstantly be asking you to modifY the syste m so th at th ey ca n surf sites whi ch are useful for their work.
Anothe r problem is that people will thi nk they arc being spied on an d blam e you for it. Also, in your
work you use th e Internet to investiga te secu rity iss ues in some ' und ergro und ' sites. These si tes often
have 'inappropriate' content whic h could get yo u in to trouble.
D
T he R&D M anager
You are against any use of filters beca use you arc convinced th at for yo ur departm ent unlimited access to
th e In ternet is essen tial. You thi nk it is suffi cient to give every worker th eir own pe rsonal logon and then
mon itor th eir Internet use. You also think that you should give workers clear rul es about what they ca n
do and what they ca n't do. T h ey should also be obliged to sign a doc ument accepting these conditions.
In other wo rds, YO ll believe it is important to treat people as adu lts and not like naughty children who
ca n not be trusted.

4 1.21 Caroli ne vVh eeler is business development director at Pace Telecom, a business
teleco mmu nica ti ons company. The firm started in 199 3 and has 35 employees who nee d e-mail and
Interne t access. Caroline explains how th ey put an e-ma il and Intern et policy in place. Listen and
complete the mi ssing informa tion.
a The policy covers pe rsonal use, ..... betwee n colleagues and what happens
if th e rules are broken.
b Every employee has to a copy of the policy.
c Empl oyees are allowed to ac cess th e Internet for pe rsonal use during
d . e-mai ls whic h are not related to work are not a llowed.
e Em ployees mllst not look at websites and have to be careful what they
f They once had a problem when an e mployee was sending e-mai ls to her ...................... all day.

5 In 3 did yo u co me to the salTle conclusions as Caroline?

CASE 5 INTERNET ACCESS

Computer and video game companies play an ever-increasing role in our nation's
growing economy. These companies and their colleagues across the nation are
making entertainment software one of the fastest-growing industries in the
United States.
MICHAEL GALLAGHER. CEO OF THE ESA.

1 Read th e qu otation above. How important do yo u think this industry is in th e wo rld eco nomy? Is it
importan t in YOllT cOLI n try? Do YOli perso nally consume these prod uc ts?

2 : vVhat do YOli know abou t Ni n lcnclo? Listen to a short history of the compa ny and answer
the ques tions.
a What was th e fi rst product of th e co mpan y?
b How important is the video games business?
c Vvhat company is olle of Ninte ndo's biggest competitors?
d \,Vhat are the names of some of th e prod uc ts m entioned?

3 Read th e history of Ni ntendo below. Complete the text usi ng the words and phrases in the box. The n
liste n again to check yo ur an swe rs.

advertising competitor console innovation manufacture

mass-produced partnership playing cards sa les trade

NI NTEN D0 is one of the best· known brands in the world and a

leader in interactive video entertainment - a multi-billion dollar industry.
The company has a history wh ich dates back to the nineteenth century.
1889 Fusajiro Yamauchi founds a small company to manufacture traditional
(a)
1953 The company manufactures the first (b) . _.__ plastic playing cards
in Japan.
1963 The company changes its name to Nintendo Co. Ltd. and starts to
(c) .... games in addition to playing cards.
1965 80ss Hiroshi Yamauchi hires Gunpei Yokoi - the engineer behind many of the
company's most successful products.
1975 Nintendo forms a (d) ....................................... with Mitsubishi Electric to take
advantage of their micro-processor technology..
1983 Nintendo develops a (e). ........................ for use at home, the NES.
1989 Nintendo launches Game Boy - the first console you could carry around in your
pocket. The package includes Tetris - one of the most addictive games of all
time.
1990 Nintendo sales represent 10% of the (I) .. . defici t between Japan
and the USA.
1994 Sony releases the Playstation, which works as a CD player as well as a console.
Nintendo faces a major new (9) .............................. and sales suffer badly.
2001 Nintendo launches a sophisticated new console, the GameCube. Sales are poor
but at the same time in the USA, the IGameBoy Advanced' dominates the
handheld market.
2004 With the disappointing (h).. of GameCube and the success of
GameBoy Advanced, Nintendo decides to concentrate on the portable market
and release a new handheld console - the Nintendo OS (D ual Screen). The DS is
popular but has to compete against Sony's new handheld, the PSP.
2006 Things look bad for Nintendo, but once again, a brill iant (j).
saves them from disaster - the IWii'. Its most br illiant feature is a Iwand' wh ich
allows players to physically move while they playa game of ten nis on sc reen
- there are no complicated controls and anyone can play with it. With a clever
(j) ...... . ... campaign (aimed at adult garners) in a very sho rt time it
achieves higher levels of sales than all its competitors.
Past Simple: regular verbs
4 All th e verbs in bold in 3 ha ve regular form s in th e Past Simpl e: infiniti ve + -ed / -d.
suffer -+ suffered
release -+ released
T he p ronu ncia tion of -ed ca n be Id!, It!, or lid!. Write th e Past Simp le of th e ve rbs in bold in 3 in th e
table below, ac co rding to their pronunciation .

Group 1 Group 2 Group 3

Id! It! lid!

develope,d foonded

5 Listen aga in to the history ofNintendo. C heck your answers in 4.

6 Write five qu esti ons about N inten do 's hi story. Use th e Past S imple.
Wh en did the company change its name?

7 Ask your partner th e questi ons in 6.

WHO REALLY INVENTED THE INTERNET?

1 1.23 You are goin g to listen to a ra di o doc um en tary o n the hi sto ry of th e Intern et. First, do th e
qui z below, Then listen to see if you are correct.

QUIZ

In which year did Leonard In which year was the first

Kleinrock connect the first two international computer connection
computers? made?
1 1969 1 1969
2 1975 2 1973
3 1983 3 1983

What was the first message sent on What is the 'universal language' of
the Internet? the Internet?
1 'hello' 1 English
2 'la' 2 Java Script
3 'log inl 3 TCP/IP

What did the first version of the What was the name of the first
Internet connect? browser?
1 military installations 1 Netscape
2 government bui ldings 2 Mosaic
3 universities 3 Gopher

05 COMPANY HISTORIES I
 - ,..-., . ',
.'
....
.
-'
,
:". ",,-;'¥.
l'
,\.
.
;("':;.'
-.. :\.
F,..

i:>
.
, . , '"'
..
.

TOPICS < .. • "

.. , -;' ..

2 Listen aga in and number th e eve nts below in the correct order.
o Bob Kahn and Vincent Cerf inven t softwa re for connecting com puters on the Inte rnet.
o Professor Kl e inrock co nn ects two com puters.
o Ra y Tomli nson sends the first e-mail.
o The first net links four American universities.
D The first use r-fri e ndl y Intern et browse r becomes available.
o The Advanced Research Projec ts Agency sta rts work on ARPANET.
o An 'official language' of th e Intern et is established.

3 Com plete the arti cle with th e verbs in the box in th e Past Simple. Some of them me irregul ar.

become begin call connect (x 2) crash increase in vent laun ch make reach send w ant

Birth of the Internet

How old is the Internet? It is difficult to fix a single date
for the birth of any complex technology, In the case of the
Internet people suggest different dates, It depends on what
they understand the Internet to be,
We know that in 1965, the Advanced Research Projects Agency (ARPA) under
the US Department of Defence (a) .. work on a system to connect
computers. They (b) ......... the project ARPANET.
On September 2nd, 1969, in a laboratory at the University of California
Professor Leonard Kleinrock (c) .. the first two machines. At its
simplest level, the Internet connects computers so for many people that day the
Internet was born. The next month they sent the first message to a computer
at Stanford University. The message was '10'. They (d) to send
the words 'log in' but when they typed 'g' the system (e) . ..... . So
appropriately, this first word was a phonetiC version of'hello'.
By January 1970 ARPANET (I) . computers in four American
universities, and by the following year there were 23 in the system, connecting
different universities and research institutes. In 1973 Ray Tomlinson
(g) . the first e·mail via ARPANET. In the same year the Net went
internationat connecting computers in England and Norway.
The ARPANET was a single network, but the next step was to connect
different networks and to create an 'internetwork'. In 1974 Bob Kahn and
Vincent Cerf (h) . a software that allowed networks using
different operating systems to connect to each other. The software, called
TC PIIp, (j) the universal language of the Internet on January
1st, 1983. Many experts argue that this event was the real birth of the Internet
because it (j) it possible to link different networks in one web.
More and more networks joined the system and the number of connected
computers (k) dramatically: from 10,000 in 1984 to 100,000
in 1987. By the early 1990s the World Wide Web was the most popular way of
browsing the web, and the network was accessible to anyone in the world with a
computer. In 1992 the number of hosts (I) . 1,000,000.
In 1qq3 two programers, Marc Andreessen and Eric Sina,
(m) . . the first version of Mosaic. This was the first graphics-based
browser of the type we all use today and made possible what many people now
understand as the Internet - an easy means to browse websites, get information
and spread news.

4 Listen agai n and check your answe rs.

05 COMPANY HISTORIES
Asking questions
5 In pairs, ask and answer questions about th e history of the Internet using the word prompts.
J Wh e n / Professor Kleinrock I connect / first two compute rs?
b V\'here I they / send / first message?
c What 1 Ray Tomli nson 1send 11973?
d What 1Bob Kahn and Vincent Cerf 1 invent?
e When 1TCPflP 1 become 1official language?
f How mu ch 1 th e Inte rn et 1grow 1 betwe en 1984 an d 1987?

6 The questions in 5 use the following structure:

Question word did Subject Infin itive etc.

When did Professor Kleinrock connect two computers?

When you do not know th e subject, you use the following structurc:

WholWhat Verb in past simple etc.

VlRe did Sf' lei tRe fir:st e fflail? Who sent the first e-mail?

Wkat aiel RappeFl )este,els)? What happened yesterday?

T his usu all y onl y happens with who and what.

Questions with no subject

7 Look at the chart below and practise asking and answering questions like this.
Who did Sarah text? lack. Who phoned Jack? Jane.

-4-,
phon

05 COMPANY HISTORIES I
 W hen w as t he last time you ", ?
8 Usc th e verbs on th e left with th e wo rd s and phrases o n th e ri ght to ask your pa rtn er qu estion s
begi nning Wh en was the last ti me yo u ... ? T he n ask foll ow-up qu esti o ns. Fo r exampl e:
A \Vhen was the lasllime you sent an e-m ail?
B This moming.
A Wh o did you send it to?
B To a customer.
A Wh at was it about?

Use the ph rases ill the box, if you like.

I never do I have. I really can't remember. It was a long time ago. I'm not sure.

Speaker A Speaker B

send an interview take a car

find a phone call download late for a meeting
travel an e-mail deal a plane
make on business negotiate to a useful meeting
take something useful on the Internet go a PDA
go on a course buy a new program
eat on business hire with a complaint
have a taxi arrive a deal

Discussion point
9 Work in groups and talk abollt th e Internet.
<1 When was the first tim e you used th e Intern et?
b W ha t did YOli use it fo r? Did it change yo m li fe in any way?
c W hat is Illore important for you - th e In tern et or your mo bil e ph one?

COMPANY HISTORY
Fluency
Prepare a short presentati on a bout your compan y or onc
th at you kn ow about. M ake notes. You may find some of th e
wo rd s in the box useful. Then g ive your prese ntatio n to the
other stud ents in th e class and lo r your teacher.

achieve begin develop establish expand found

increase launch manufacture produce reach want

Include informati on about th e followin g:

• th e o rigins of th c com pan y, who fou nded it and when
• key dates in its histo ry
• th e openin g of new offi ces or factori es
• im po rta nt orders or co ntracts it obtained
• peri ods of importan t growth
• introduction of new prod ucts or se rvices
• establi shm ent of subsidiaries
• appo intment of key personaliti es in its managem ent

-_.--
• signifi cant recen t events

- -
05 COMPANY HISTORIES
05 COMPANY HISTORIES Formation: regular verbs
infinitive
LANGUAGE LINKS • work - worked
infinitive ending in e
Phrase Bank: Talking about the past • like -liked
When was the company founde d? infinitive en ding in consona nt + y
How long ago did ... ? • hurry - humed
When was the last time ... ? one syllabl e verbs ending in one vowel + one consonant
Who founded the companyfinvented ... ? • stop - stopped
(except verbs ending in w or y)
• play - played, show - showed
Vocabulary two syllable verbs with the stress on the second syllable
• prefER - preferred, adm IT - admitted
Business verbs two syllable words with the stress on the first syllable
Complete the sentences below with an appropria te verb . • VISit - visited, ENter - entered
a His ambition is to the president of the Fonnation: irregular verbs
company. Many of the most common verbs are irregular.
b The company plans to a new product go - went, come - came
line.
You use the Past Simple to express finished actions, events
c To make money, companies need to
or situations.
quickly. We moved to a new office last year. *
d A lot of dot.coms don't really . anything.
Before I got married I lived in Lisbon.
e The present president didn't the
III my first job, I travelled a lot.
company, his father did.
* You often use the Past Simple with express ions
f Our objective is to sales of$30 million
describing completed periods of time: three weeks ago,
this year. Last year, on Tuesday, in March, at Christmas, e tc.
g We wa nt to a new deal with our
suppliers. Time expressions
h The fastest way for the company to grow is to To say when things happen in the past, you use:
smaller companies . • in + month / year - in March, in 1987
COll su ltancies services fOT other • on + day / date - on Monday, on 5th December
businesses. • at + time / special periods - at 5.00, at Christmas
How much did your turnover last year? • length of time + ago - five minutes ago, a week ago
• when + past si tuation / action - when I was younger,
Answers on page 132.
when he arrived
Grammar Practice 1
Past Simple Write the Past Simple of the verbs below.
Negative
work a) Illarry j)
Affinnatlve
stop b) plan k)
live e) . reach I)
You You start d) arnve m)
He He use e) fit n)
She worked She didn't work travel f) visit 0)
It It drop g) call p)
We We carry h) . mcrease q)
They They tip i) like r)

Practice 2
Interrogative
The 12 verbs below are some of th e most cOlllmo n in
Engl ish. They are all irregular. Write the Past Simple of
you
each.
Did he
tell a) told make g)
Didn't she work?
say b) do h)
it
get c) go i)
we
give d) come j)
they
take e) write k)
put f) have I)

05 COMPANY HISTORIES
Pra ctice 3 Practice 5
Complete th e sentences with onc of the words in th e box Write questions about the missi ng information.
or put 'X' wh en no wo rd is necessary. a 1 wen t to on my last business trip.
..g_i.qyg\.l _€() Y9,1,4f I.""sf t(,ip?
ago at for in on when
b I-Ie set lip th e company in ..
Wh en
a John started working here ,. ...... Christmas c They started selling .. ........ last year.
and he spoke to me for the first time ten minutes
d At firs t, the product sold well becausc
b I trave lled a lot last year.
c Monday I had a mccting with Mr e They made a profit by
Leblanc.
d I sent them th e fax Monday. f He wo rked for IC I for years.
e I lived in London, I llsually went away
the weekend. g I spoke to .. at th e conference.
f The delegation from Geneva arrived
three o'clock. h ........ inven ted th e mobile phone.
g I worked for IBM three years.
h We had a really in teresting business trip to Turkcy ... peopl e work in th e Lille factory.
March.
I had a mecting 9.30 th e I travelled from Munich to Berl in by
eveni ng and eventually got to my hotel .
two the morning.
Whe n J woke up .. ........ ........ yesterday morni ng, I Practice 6
didn 't know where I was.
k Did l\/lr Heinkers phone I was out? Complete th e article using th e verbs in th e box in th e Past
Simple.
Practi ce 4
be (x 2) become begin convert develop grow
The following fa cts are incorrect. Make the sentences
negative. T hen give th e correct information.
a Bill Gates fOllnded O racle. Like many other aspects of the computer age,
J..;II ,",'Ite, &;&"'t fo,hd Of.cle, hefo,hded .1v\;c;f0S9ft. Yahoo! started as an idea, (a) into
b O n October 41929, the Wall Street Crash started a a hobby and then (b) a full-time
world wi de econom ic boom. passion. The two developers of Yahoo!, David Fila
and Jerry Yang, (c) Ph,D. students in
c O n March 25 1957, six European states signed the
electrical engineering at Stanford University when
Treaty of Madrid, creating the EEC.
they (d) working on Yahoo! in April
d O n January I 1999, eleve n member states of the 1994. At first it (e) a way to keep
European Union adopted the pound as a common track of their personal interests on the Internet.
currency. Later they (f) their personal lists
into a database designed to serve the needs of
e Henry Ford manu factured th e first mass-produced
any user. They (g) software to help
electronic components.
them locate, identify and edit material stored on
f In 200 I, Napster had legal problems over people the Internet. Today, Yahoo! contains organised
down loading books. information on tens of thousands of computers
linked to the Web.
Answers on page 133.

05 COMPANY HISTORIES
 The use of e-mail continues to grow, but there are suggestions across the
industry that its popularity will begin to decline quickly if measures aren't put in
place to guarantee access, availability and security.
HTIP:IIMANAGEMENT.5IL1 CON .COMIITDIR ECTORlO.39024673.3 9123837.00.HTM

1 Read the following article from a business magazine and disc uss th e quest ions with a partner.

grammar According to a report published recently,

standards in written English are falling.
This is because people see the e-mail
as an informal way of communicating

matter?
where the normal rules of grammar and
punctuation do not apply. In a survey by
MSN, two-thirds of those aged 18-24
said that they were more concerned
about the content of their e-mails than
grammatical correctness. Of older
users, one in four also admitted they
were not concerned about grammatical
correctness in their messages.
Surprisingly, in the same survey most
people said they were annoyed by errors
in the e-mailstheyreceived.This was a
bigger problem with conventional letters.
In another survey bosses said they would
not do business with companies whose
correspondence had mistakes in it.
Unbelievably, they thought it was worse
than charging too much.

a Do you agree that c-mails are an informa l way of co mmuni cating?

b If someone sends you a badly written e-ma il, do YO ll fi nd it annoying? Are )'0 1.1 mOTC tolerant if you
know they are not writing in their first language?
c Is the re anything else about e-mails that ann oys you c.g. not llsing a sensible title in th e subj ect li ne,
not including th e ori ginal message when repl ying, etc.?
d Do you think th e bosses in th e survey we re ri ght? WhylWhy not?

06 CORRESPOND EN CE
 2 Read the following e-ma ils from a com pan y called CiciosCicione to a c ustome r, Da vid Holmbrook.
Re-write the e-mails and correct th e mistakes in punctuation and grammar. Also change anyth ing which
you do not think is appropriate in style. Then compare your e-mails with th e vers ions on page 134.
Underline any phrases which YOll think are useful for thi s type of e-mail.

o
ill I f
S.urch

CiclosCiclone
, I
CUSTOMER: David Holmbrook
CUSTOMER ORDER NO: 15724
DETA ILS: 1 x item GH5b £19.50
3 x items G H9a £48.00
shipping: £12.40
TOTAL £79 .90

8 0 0 o
'"
O.ln. bpI\' Roply All FarwJrd New C.I

Dear mr Holmbrook III

Thanks for the order. I just wish to co nferm that we have recieved you r order details and we have
started to process the order. If your item is not instock or if there are are any d1spach problem s we
will contact you within the next 24136 hrs. Please contact us if you not have received you order within
7 days at orders@ciclosciclone.com so we ca n resolve the issues.
thankyou once again for your order.
Kind Regards.
CiciosCiclone (Despatch Team)

CJ

L !}

Hi the re, III

Re the modification thats not a problem the whole amounut for your order wil l be £84.85.
I look forward to hearing from you,
Best wishes
Diego Martin

80 6 CJ
"
0..- fror'"

Dear dave
We appoligise for the delay, but we have worked out t he cost of your shipping amounts of the
mod ified order, it is going to cost you £6.99 more.
To activate this transaction we will need to re-take your card details by phone to process the payment
manully. We will need the long number on the front of your card, the expire date. and the security
code on the back of card.
Thank you for you patience and shopping with CiclosCiclone, I look forward to hearing from you,
Best wishes
Diego

CJ
"
.L
NfW
(j
Ce l

f---- -
ok Dave, wi l l sort this out for you, and it shall be with you soon! Sorry again . III
Best wishes
Diego

06 CORRESPONDENCE
ON-THE-SPOT DECISIONS
1 1 .24 Liste n to the telephone con ve rsation between Cath y Slate r, th e call er, an d Ji m Klitz, wh o
answe rs th e ca ll. Answer th e questi o ns.
a W ho docs C athy want to spea k to?
b W hy?
c Why did she send him a text message?
d W hat solution does Ji m offe r?
e W hat is Jim's e-mai l address?

Taking decisions
2 Some situations requi re on-th e-s po t decisio ns. \-Vhat di d the speakers in I say? C ircle the correct
answe rs.

j'lI send you a copy of the certificate.

I'm going to send
I'm sending

Don't worry, I' ll deal with the e-mail straight away.

I'm going to deal
I'm dealing

You use will + infinitive to show that you are making an on-the-spot decision and to promise action.

3 Complete the conve rsation below using will + infin itive of th e verbs in th e box.

f ly ring send (x2) write

A Have we got a decisio n from Jim abo ut th e Mason con tract?

B No, don 't worry, I
A I tried - th e re's no answer.
B Well , 1
A YOli can 't - Oll f intranet is down .
B Neve r mi nd - I
A 1 don 't thi nk th ey have one.
B Well, in th at case, 1
A O h, come o n, th at'll take far too lon g.
B So, we
A O h , that's a bit expe nsive.

4 1.25 Listen and c heck your answe r to 3.

5 Work with a pa rtn er.

Speaker B: Look at th e chart o n page 137.
Speaker A: Choose a probl em from th e table and tell Spea ke r B. Begin I've go l (I problem .. . Speaker
B wi ll offer a solutio n and th en tell YOli abo ut a problem . React usin g one of the solutio ns below. Say
Don'l lVo17)', I'll .
A I've got a problem, the battery ill my mobile's fla t.
B Don'llVo17}', I'll/end you mine.

Problems Solutions

I've got a headache. I'll take you to the airport.

We didn't get your fax. I'll fax the details to you instead.
This report has lots of errors in it. I'll show you how it works.
I can't remember his phone number. I'll explain them to you.
I haven't booked my flight to Berlin. I'll call the IT technician.
I need three copies of this proposal. I'll phone you this afternoon.
I don't know anything about this company. I'll change the ink cartridge.

Answers on page 139.

06 CORRESPOND ENC E
 AN IMPORTANT ORDER
1 1.26 Listen to a te le pho ne conversa tion abou t an order
and answer the questions:
a Who does Elena Moretti wa nt to speak to?
b What product does she wa nt to order?
c What is the refe ren ce number?
d How man y units does she want?
e What is the deli very date?
f Why is this order parti cularl y import ant?
2 \-Vork with a partn er. Prac ti se th e co nversa tion using the prompts.
A S-A-G / help?
BYes / speak / John Bird?
A afraid / not / office / now / can / message?
Bah, dear! / urgent order / we / fi ve hydraulic pumps / Ju ne 22nd
A Just / minute / tell / name please?
B sorry / Elena Moretti / Stern Hydraulics / Switzerland
A Right / take down / details / get John / contact / say fi ve units?
BYes / reference / SG 9432 1
A SG 94321 / five units
B yes / right / important thing / delivery date / June 22 nd
A not think / a problem
B good I for I new customer
A I see / when John carnes / tell him im mediately / confirm / order / bye-mail'
B yes / course / thanks / much
A yo u /welcome / goodbye
B goodbye
3 Fill the spaces to complete Elena Moretti's e-ma il confirming the order..
8 0 6 In C)

Rtpty RfplyAlI Forw.lrd

L
Hew
""
\If" ""
Ctl M.loil
0... f'()[1\

-Su.(h
-- 1oI.1Ibo_
-

Dear John, III

Further to a) with your colleague this afternoon, I wish
b) . our order for C) .. . ......... hydraulic pumps
(ref SG 9432 1), to arrive no later than d) Please let us know about about
any problems processing this order. We are especially concerned about receiving the parts on time, as it
is for an e) .. customer.
Best regards,
El ena Moretti

4 Later that day, John Bird phoned bac k. Work with a partner. Try to complete the conve rsation using
the words and phrases in the box.

all the details Could t speak to good help you in touch

is that it's quite more business phoning worried worry

John Elena Moretti, please'

Elena Speaking. .................. John?
John Yes. Hello, Elena. I'm .. .......................... back abou t yo ur order.
Elena Yes, .. urgent.
John Don't .. . I've got . . in your c-l11<l il. No problem.
Elena That's . , I was rather .. ...... about it.
John Well, can I ............. with anything else?
Elena No, but I hope we get . from this custom er.
John Yes, of course. Okay, I'll be Bye for now,
Elena Goodbye.

, I 06 CORRESPONDENCE
5 1.27 Now li sten to th e conve rsa tion in 4 to see if YOli are correct.

6 Later, Elena recei ve d th is e-m ai l con firm ing her o rd er. vVhat is th e mistake?

o
'"
iC!
RfPIy bply All
a
FOIWMd
LZi ,
New
U
en
'0.. '<om
Surth M.1ilbo.

ORDER CONFIRMATION
,

Date : 1 June

Order no: DH010601

Rece ived: 23 May

No. of units: S

Deli very requ ired: 7 July

Processed by: John Bird

7 1.28 Elena phoned SAG to tell joh n Bird about the mistake. Nu mber th e lines of th e
co nve rsation in th e co rrect ord er. Th en li sten and check.
o S-A-G, can I help yo u?
o No, it's not your fault. just ask john to phone me.
D Right, Elena, leave it with me. I'm terribly sorry about this.
o Oh, hello, Elena. I'm afra id john isn't here at th e moment. Can I take a message?
o Yes, it says july 7th , but the agreed deli very date was june 22nd. It's really im portant.
o Yes, this is Elena More tti from Stern Hydrauli cs. Could I speak to john Bird , please?
o Oh, dear. Gan yo u give me th e de tails?
o All right, then. Bye for now.
o Thank you. I'm not at all ha ppy about thi s. A lot depcnds on this ordcr.
o I see . Well , I'll te ll him as soo n as he co mes in.
o Yes, he sent me an order confi rmation - th e reference is OH 01060 1- but the deli ve ry date is wrong .
o Goodbye.
Answe rs on page 136.

8 When john Bird got back to the office, he tri ed to phone Elena but couldn 't get through. I-Ie
decided to send an e-mai l. Write his e-ma il using th e prompts below.
answer I your e-mail I june 1st I checked I correspondence I you I right I apo logise I mistake
spoken I production depa rtm ent I th ey I giving I order I top priori ty
as a result I confirm I delive ry date I june 22nd
once again I please accept I apologies
best wishes
john Bird

Fluency
9 On jun e 22nd the parts didn 't arrive. They didn 't arri ve until june 30th. Elena phoned john agai n.
Work with a partner and act out th e co nversa tion .
Speaker B: Look at page 138.
Speaker A: You are Elena Moretti . You are furious wi th john Bird . Th e ord er arri ved la te and as a
result yo u will get no mo re orders from yo ur customer. SAG let yo u down and YOll thi nk John Bird
is responsible. Yo u arc also angry about the fact th at he neve r return s you r ca ll s and always makes
mistakes. Un less he offers yo u some compensation (such as heavy discounts on future ord ers), tell him
you will ta ke yo ur busin ess elsewhere.

06 CORRESPONDENCE
o CORRESPONDENCE Down
2 Please do it . (at once)
LANGUAGE LINKS 3 The opposite of ' cheap '.
4 The name written at the bottom of a
Phrase Bank: Dealing with corre spondence document.
Thank you for ... Please accept my apologies for .. 5 Co uld you confirm th e in
I wish to I would like to confirm our order. I'll deal with it . writin g, please? (bits of informati on )
Please contact us Ilet us know if . Let me take down the details .. 7 A service wh ich picks up and
Regarding ". I'm not at all happy about this. delivers docume nts. (l ike UPS)
I apologise for ... II I'd like to . for the mistake.
(say sorry)
12 I'm still wa iting for a fro m
Vocabulary John to my letter.
Business communication 14 Nowadays I use it for all my research
and for sending e-mails.
1 Match the parts of the se ntences below. 16 I'm very . abollt th is. (th e
a rnlcre is a message. 1 in writing last week. adjecti ve of \ vorry')
b rn1cre is a mistake. 2 ... in the letter you sent me. 17 I'm abollt th e order. (call ing)
c I asked him to phone . 3 ... to your order form. 18 Erro r.
d I sen t you an e-mail . 4 ... about this problem last week. 20 'Hello, is John ?' 'Yes,
e We confirm ed th e date of 5 ... back this aftern oon. spea king.'
the mee ting.. . 6 . for what happened. 23 Bad writing cost compan ies
f I wi ll send you the packet.. . 7 ... by couri er thi s afternoon. a lot of mon ey. (ab ilities)
g I'd li ke to apologise. 8 . from Dave Cartwright for you. 25 I want to place an ........... .... for 300
h We are giving top priority . units.
26 Can YOll ............. it to mc bye-mail?
a b c d e 9 h 27 How mll ch will it ................ us to
send it?
Answers on pagc 14 1.

2 Complete the crossword. All the words are from unit 6.

Across
The ............. date for this order is Jun e 26th. (when the order is
supposed to arrive with the customer)
6 We'd like a .................... reply. ('quick' or 'fast')
8 People see e-mails as an ...... ...... .. way of
co mmunicating. (the opposite of'forrna!,)
9 I'm sorry. I can't read his ..
(He wrote it with a pen. )
10 Machine used to send documents by
telephone. (not a modem)
13 We hope to do more ................... with th em in
the future. (buy or sell things or se rvi ces)
15 I need to look at the aga m.
(th e noun of ,correspond')
19 To make sure something is correct.
21 Sometimes it's difficu lt to make a ..
(the noun of 'decide )
22 Co uld 1 leave a .. .......... , please? (what you
leave when someone is not there )
24 I'm reall y ... .............. he hasn't phoned me.
(irritated)
28 'Thank you.' 'You're ..
29 Co uld I take ............. ..... the deta ils?
(th e opposite of 'up')
30 Co uld you ............... that you have received
this e-mail? (th e verb of 'confirmation')

OF CORR ESPONDENCE
3 11,e following e-mails have arr ived but there is a problem. There is no
punctuation or capital letters . Correct the e-mai ls so that they make sense.

a dear mr gonzalez thank you for contacting lexington technical

support unfortunately I do not understand the nature of the problem
you are having or in fact even the product you are using can you
please write back with as much information as you can about what
product you are using what you are trying to do what problem you
are having etc best regards kamal bouaissi technical support engineer

b dear richard tennant thank you for registering your lexington

product your new customer number is 55563500 when calling
technical support (925-253-3050) or lexington customer service (800-
225-4880) please have your customer number ready we recommend
writing your customer number in your lexington manual keeping it
with our phone numbers and filing this e-mail for future reference
thank you for your interest in lexington if there is anything we can
do for you please let us know we will be happy to help you regards
lexington customer service

Grammar
will for unplanned decisions
YOll lise will + infiniti ve to sh ow YOll are making an on-the-spot or new decision.

Practice 1
Whe n would you say the following sen te nces? Match the decisions a-g to the
situations 1-7.

a open the door for you.
b take a taxi.
c catch an earlier train.
t'll d lend it to you, if you like.
e have a look on the Internet.
f speak to the boss about it.
9 have another look at the figures.
1 A customer asks if you can give him a better discount.
2 Your boss asks you if you can start work before the usual time.
3 A colleague reminds you about a meeting with a client on the other side of town in ten minutes.
4 Someone asks you where you can get a new battery for a laptop computer.
S A colleague is carrying a lot of files and documents and has both hands occupied.
6 Your wifeJhusband asks if you can take a day off work.
7 A colleague admires a new CD you are listening to.

Practice 2
What \\'ould YOll say in these situations? Reply using the word in brackets.
a Someone offers you something to drink. You can have tea or coffee. (coffee)

b You are ordering a meal in a restaurant. You can have either soup or sa lad for a
starter. (salad)

c You go alit with some friends. You deci de to pay for th e drin ks. (P"Y)

d A colleague whom you like is having problems with a new computer program
you are familiar with. (help )

e Someone reminds YOll that you are taking a flight at 10.30. It is now 9. I 5. (taxi).

f A colleague has heard on the radio that the buses are on strike and can't get
home. You have ),our car. (lift).

CORR ESPONDE NCE

 In a survey by Carlson Hotels Worldwide, 72 % of hotel-bound business travellers
cited that the 'basic condition of rooms' frustrated them most, followed by
uncomfortable beds (64%) and rooms that were not ready following a late arrival
(64%). More than half of the respondents (53%) said they are more frustrated by
a non-working television in their hotel room than by waiting in line to check in
and out (47%).

1 How often do you stay in hotels? Have you had any of the problems which
travellers in the survey quoted above? What things about hotels do you like?

2 :- 1.29 Listen to a co nve rsa tio n and answe r the questions.

a Where does th e conve rsatio n take place?
b vVhat does th e c ustomer want?
c What is the customer going to do?

3 Compl ete th e dialogue lIsing th e phrases in the box. Then listen again to check }IOu r answers.

booked in on the next flight Can you recommend (ould try the Travel Inn
like me to phone for you, sir there's nothing before was delayed, so I've missed

A Hello . My connecting Right, 18621, (a) the Right to Caracas.

B Yes, sir. I'm sorry about that. You're (b)
A Right, but it's not until eleven tonight, right?
B Yes. I'm afraid (c) ..
A That's nearl y eight hours to wait. (d) ...... a hotel [ could try?
B You (e) . it's not far from the terminal building.
A Thanks. I rea ll y need somewhere to slee p.
B Would you (f) . ?
A No, that's okay. I need to stretch my legs anyway. Thanks very much .

4 Have you eve r been in this si tu ation? What did/wou ld you do?

5 .. 1 30 Listen to another co nversa tion and answer th e qu esti ons.

a \"'here does the co nversa ti on take place?
b What special request does the guest make? Does he get what he wants?
c ,"Vh al wo uld the g uest like sen t to his roo m?
d Does th e room ha ve Inte rn et access?

6 Listen again and compl ete the phrases. There is one word for eac h ga p.
a Cood aftern oon . Do you have ... ?
b Well , actually [ have a fli ght at II this evening so I'll

e ... to pay for a room by the hour?

d Well , never mind . I'll ..
e Is there rnternet ?

7 Act out th e dialogue wi th you r teac her o r a pa rtn er.

07 HOTELS
 TIME TO KILL
1 Read th ese comments by business travellers abo ut a type of hotel. Wh at kind of hotel is it? Where do
yo u think th e hotel is?

... e +
m
"
Author £ Topic I

Chris Roberts, o posted -17.05,10

Boston, USA Before my flight home t had a few hours to kill and I checked·in using the automatic service. The price
was very reasonable and I was very impressed with the stylish interior of the rooms. I would recommend
it to anyone who finds themselves waiting for a flight and doesn't have a problem with small spaces.

Stephanie, posted· 12.37.35

New Jersey, USA
Incredible what they can fit into seven square metres! A chance to shower and sleep off the jetlag
after my overnight flight from New York. And good the other way, too. Many short-hop flights from
continental Europe arrive in the UK late in the afternoon, leaving you stranded until the next day's
fl ight to the U.S.

Sally Chatterley, posted -10.15.02

las Vegas,
This is great for airports where passengers have to change planes and perhaps wait for eight hours. It's
Nevada
certainly more comfortable than stretching out on a couch in the departure lounge. No windows but
it's quiet and private, and within walking distance of the terminal building.

2 Find words and phrases in th e CO lllments whi ch mean the same as th e foll ow ing:
a lying down
b had nothing to do for a few hours
c having to wait without an ything to do
d the opposite of 'long-haul Ai ghts'
e not expensive

3 Co mpl ete th e sen te nces with th e words in 2.

a When I get home in the eveni ng th e only thing I want to do is .................... . .......... o n th e
sofa and watch TV.
b I clon't like cheap .. Th ey're uncomfortab le and tirin g.
c I like electroni c gadgets like games consoles. They're good for when yo u

d Mobile phones are rea ll y useful when you are and need to co ntact someo ne .
e O n the whole, the prices for food and drink in hotels are

4 Are th e se ntences in 3 true for you ? Jf not, give reaso ns.

5 Now read about a hotel chain ca ll ed Yolel on th e nex t page and say wheth e r th e stateme nts are tru e
or false .

a Yotel rooms are standard three·star hotel rooms. true false

You can't sit down in a Yotel room. true false

Yotel aims to provide a service for office workers. true false

d Only the premium Yotel rooms have natural light. true false

e Check·in is automated but there is room service available. true false

Yotel hopes that in any 24·hour period more guests will stay in the hotel than there are rooms. true false

g You can rent Yotel rooms by the hour. true false

h The creator of Yotel thinks that travellers like having reduced space. true false

07 HOTELS
 6 Look at the grou nd plan of th e Yotel rooms. There is a mistake in th e article. What is it?

Premium cabin ....

I
'------'
Standard cabin ....
I lid
0 Large single bed . Bathroom

i
Ii'll
------------

,-
,, -
-- -- Couch
co nverts 0
..
to double

0
I I
bed
Bathroom
-- - , ,------------
IE5l l I
,
,,,
..=.
, I

07 HOTELS
Discussion
7 Do YO ll think you wOllld want to stay in a Yotel room? Why/why not?

8 \Vhal' do you t:xped a good hul'ellu provide? Tick th e features YO li expect. Add you r own
id eas to the list
widescreen television 0 bar 0
wi-fi connection 0 restaurant 0
conve nient location 0 swimming pool 0
parking 0 fitn ess rooms 0
millibar 0 24-hour room service 0
air conditioning 0 massage se rvice 0
beautiful surroundings 0 gym 0
sauna 0 meeting rooms 0

COMPARATIVES
1 Look at thi s se ntence from the articl c.
Or course, Yote/'s rooms are bigger than the Japanese capsules.
Underli ne any other se ntences in the article where th ings are compared.

2 Make as many sentences as YOll can co mparing a Japanese caps ul e room, a Yutel roOIll and an
average thre e-star hotel room using the adjectives in th e circle.
A Yulel room is smaller than a nonnal hotel room.
A capsule is more claustrophobic than a Yolel room.

. ..
. .. .
••

...
•• ••

3 Now work with a partner and compa re:

a three cit ies you both know.
b three different cars.

07 HOTELS I
 ROOM SERVICE
1 : ' .31 It is ten o'clock at night. A guest calls room se rvice to ask for som ething. Compl ete th e
co nversation below. Then listen an d compare your answers.
Room Service Roo m se rvice. My nam e is Johan . Ca n I help you?
Guest Yes, this is room 301. ") an early morning call , please?
Room Sen 'ice Cert"inly, sir. What tim e b) the C"lI?
G uest At half past six.
Roo m Service 6 .30. No problem. c) breakfast sent lip to yo ur room?
Guest No, thanks. I d) it in th e dining room.
Room Service T he dining room doesn't ope n for breakfast until 7.30.
G uest Oh , in that case I c) ............................ in m y room. Just coffee and a croissant.
Room Service Coffee and a croissanl. f) .?
G uest No, th at's all .
Room Service Okay. g) .... __ ..• SIT.

Guest Thank yo u. Cood night.

2 Practise the cOll versation in 1 with a partner.

Fluency
3 Work with a partner.
Speaker A: You are the room se rvi ce clerk.
Speaker B: Phone room se rvic e to make requests for:
• so mething to eat
• so meone to dry-clean a tic or a skirt
• someone to fix the air conditio ning
• help with \Vifi co nn ection
• to morrow's wea th er forecast
• (your own request)
Now change rol es.
Speaker B: You are the roo m service clerk.
Speaker A: See page 134.

WORLD RECORDS
Superlatives
1 Use the adjectives in th e box to say how the hotels below are world record breakers.
The MGM Grand in Las Vegas is the largest hotel in the world. It has 6,276 rooms.

expensive high large northern old southern tall

Hotel Location Detail

MGM Grand Las Vegas 6,276 rooms

Rose Tower Dubai 72 floors
MGM Grand Las Vegas $5,000 room/night
Lhasa Hotel Lhasa 12,087 feet above sea level
Ny-Alesund Svalbard, Norway 78°55'N 11 °56'E
Ushuaia Ushuaia, Argentina 54°48'5 68°18'W
Hoshi Ryokan Awazu, Japan It opened in 717

Answers on page 142.

07 HOTELS
2 The rool11 prices of fo ur different big holel chains va ry from co untry to cou ntry. "Vith a partner
com plete the infor mation in the ta bles. Tell yo ur parlner about hotel prices like this.
111 Frankfurt. the most expensive chain is Crowne Plaza. Th e cheapest chain is o{ the {our is Accorhotels.
Th e second-most expemive is Hilton Internatio /1al and the third ill the list is Best \Veslem.
Student A: Look at th e information below.
Student B: Look at th e informati on on page 140.

city chain price city chain price

272 Accorhotels 476

238 london Hilton International 408
Amsterdam
195 Crowne Plaza 329
178 Best Western 188
Crowne Plaza 494 584
Frankfurt Hilton International 330 New York 457
Best Western 157 268
Accorhotels 152 260
394 Crowne Plaza 420
Geneva 357 Accorhotels 381
Paris
260 Hilton International 361
148 Best Western 254

LOCATING AN OFFICE
Fluency
Your comp,lIlY is planni ng to open
<l Europea n offic e and needs to choose th e besl location. Look at the
information below and decide wh ich cities arc th e most suita ble .
'ralk about the foll owing:
• high 1101" population • expensive I cheap hotel roo ms
• ncar to / far Crom an intern ati onal airport • high Ilow / expensive / cheap apartment rents
• high /low taxi fares • hi gh /low cost of li ving
• high / low I expensive I cheap offi ce ren ts • expensive I chea p place to li ve

DATA FRANKFURT GENEVA DUBLIN BRUSSELS

Population 642,811 185,028 495,781 1,031,925

Distance - city centre to airport (km) 12 4 10 14
Average taxi fare to airport (i) 24-29 27-31 17-20 40-44
International conferences per year 27 161 42 189
City-centre office rents (US $/sq m) 630 540 936 447
Hotel rooms (€ mid range/top range) 110/270 140/360 140/290 1101230
Three-room apartment rents (€Jmonth) 1431 1430 2545 1367
07 HOTELS Grammar

LANGUAGE LINKS Comparatives and superlatives

Adjective Adjective Comparative Superlative

Phrase Bank: Travel & accommodation type
I have a few hours to ki lt.
1 syllable rich richer the richest
j'd like a chance to shower.
cheap cheaper the cheapest
stretch out.
relax. 1 syllable with hot hotter the hottest
sleep off the jet lag. 1 vowel + big bigger the biggest
consonant
They offer lUxury at an affordable price.
The price wa s very rea sonable. 2 syllables early earlier the ea rliest
I have an early morning fl ight. ending in-y heavy heavier the heaviest
an afternoon
2 syllables or economical more the most
an even ing more interesting economical economical
m ore the most
interesting interesting
Vocabulary
Hotel services You can often use the comparative form of ad jectives with
than to compare people, places and th ings.
1 Number th e lines of the dialogue in the corrcct order.
o Life is easier than in the past.
Receptionist o The company is more profitable than its competitors.
o Yes, si r. What wou ld you like? You can use much, a lot, a bit and a little to show if th e
o Room service. Kathe rine speaking. Can I help you? differences are big or small.
o Well, I'll have to ask in the kitchen to see if they have o Mexico City is a lot bigger than Rome
any foie gras. Would you like it with some toast? • London is much more expensive than Madrid.
o You're welcome, sir. Goodbye. You can also use not as ... as to show differences.
o Yes. Dry, medium or sweet? o Travelling by train is not as expensive as by plane.
o Right, sir. [t will be with you in a few minutes. YOll use the article the with the superlative form of the
Guest ad jective.
o Hello, Katherine. This is room 208 here. I'm feeling a o Taking important decisions is the hardest part of
management.
bit hungry. I'd like to order a snack.
o Thank you, Katherine. o The most useful aspect of the Internet is
o Oh, as dry as possible, please, and nicely chilled. communication.
o Oh, [ don't kn ow. Perhaps a little foie gras? You can lIse second, third etc. with superlatives.
o Yes, please. And I'd also like some champagne.
o Locally we are the second largest provider of Internet
servIces.
2 Comple te the sentences using the correct form of the YOll ca n also usc less .. . than and the least to show
words in brackets. differences.
a It can be di ffi cult to fi nd a decent hotel room at an o Life in the past was less comfortable than it is now.
o H is company is the least profitable on the stock
............................... price. (afford)
b [f you call room service, th ey will .. ........ meals exchange.
to your room. (delivery)
Pract ice 1
c Although the room was small , it was perfectly
........................... (comfort) Rewrite th e sentences using th e opposite of th e ad jective .
d A lot of our revenue comes from food and drink but a The Intern et is faste r than the post.
our rooms are more .. .................... . (profit) The pos t iHlqweLto.,rthdrtemd
e Hotel guests from th e USA ... . ..... a standard b Hotels are more expensive than motels.
room layout. (preference) Motels ..
f You can ................................... old buildi ngs in to hotels but c English is easie r to learn th an C hinese.
there is a limit to what you can do. (conversion) Chinese ..
g We have to meet our customers' ..................................... . d Trains are more comfortable tha n buses.
(expect) Buses ..
h Mul tinational companies often expand by taking over e People think that marketi ng is more interesting tha n
smaller.. ...................... (operate) accoun ting.
People th ink that accou nti ng ..
f Flying is safer than dri vi ng.
Driving ...

07 HOTELS
g Small meetings are more efficient Practice 4
than large ones.
Who are the richest people in the world today? Look at the table below and
Large meetings
complete the sentences. Has the situation changed since the information was
published?
h This job is better paid than my
last one.
2007 2008 Name Net Net Date Citizenship Sources
My last job . worth worth of of
(billions) (billions) Birth wealth
The economic situation is worse 2007 2008
than it was four years ago.
2 Warren $52.0 562.0 1930 USA Berkshire
Four yea rs ago th e economic Buffett Hathaway
situation
3 2 Carlos Slim $49.0 560.0 1940 Mexico Telmex,
Helll America
Practice 2 M6vil

Complete the sentences with as or 3 Bill Gates $56.0 558.0 1955 USA Microsoft
than. 5 4 Lakshmi $32.0 $45.0 1950 India Arcelor
a The job isn't as interesting Mittal Mittal
I hoped 14 5 Mukesh $20.1 543.0 1957 India Reliance
b The journey was more expensive Ambani Industries
I expec ted.
18 6 Anil $18.2 542.0 1959 India Ani!
c Th is office has more space Ambani Dhirubhai
the old one. Ambani
d I'm feeling more tired Group
yesterday.
4 7 Ingvar $31.0 533.0 1926 Sweden IKEA
e Fords aren't as good Kamprad
Audis. and family

Practice 3 62 8 Kushal Pal $10.0 530.0 1931 India DLF Group

Singh
Complete the second sentence so
40 9 Oleg $13.3 528.0 1968 Russia Rusal
that it means the same as the first
Deripaska
sentence.
a It's easier to build hotels in the 15 10 Karl $20.0 527.0 1920 Germany ALDI,
Albrecht Trader
USA than in Europe. Joe's
It's not." dlfjic"ltto b"ild ..
the VSVI." it I, In 2007
Source: www.forbes.comllists
b A Maserab GT is more powerful
than a Chevrolet a Bill Gates was the person in the world.
A Chevrolet isn't b Carlos Slim I-Ielu wasn't . as Warren Buffett.
c Kusha! Pal Singh was Oleg Deripaska.
c A Chevrolet isn't as expensive as a d Warren Buffett was one of the . people in the world.
Maserati. e The .. of all these people was Karl Albrecht
A Maserati is .. In 2008 .
a Warren Buffet was the person in the world.
d Profitability is more important b Carlos Slim Helu wasn't as Warren Buffett.
than turnover. c Mukesh Ambani was just a bit than his brother.
Turnover isn't. d Bill Gates was still one of the people in the world.
e The .. of all people was Karl Albrecht.
e Sales aren't as good as last year. f Mukesh Ambani was more than twice as in 2007.
Sales are g The Indian was Lakshmi Mittal.
h All of the people in this list were in 2008 than in 2007.
f This computer is faster than the
old one.
The old computer wasn't as

g It isn't as hot as yesterday.

Yesterday

07 HOTELS
 The trouble with telling a good story is that it invariably reminds the other
fellow of a bad one.
SID CAESAR

1 1.32 Complete the anecdote below with suitable words. Then listen and compare yo ur answers.
anecdote
tocmk,d:>utI noun A Look at that car!
a story that B Yes, very nice. It's a Porsche 9 11.
you tell people
about something
A Did I ever tell you about th e tim e I had a a ) .. in a Porsche?
interesting or funny B No. I don 't th in k so.
that has happened A It was whe n I b) a stude n t I was c) .. in Europe and a man in a Porsche
to you
stopped. He took me all th e way across Austria. We d ) . about 220 ki lome tres an hour
all the way.
B What about the e) ?
A Well, th ey f) LIS about four times, but th is chap just showed them some identity card
and they waved llS on.
B Was he someone g) ." then?
A I don't kn ow, I did n 't as k. I h) .. . . he was som e sort of high-rank ing official. He didn ' t talk
much, but he did drive we ll.

2 1.33 Look at th ese sentences fro m the anecdote in I.

It was when I was a student. f was hitch-hiking in Europe.
Make similar sen tences llsing the prompts below. There are several alternatives. Then listen and
compare yo ur answers.
a whil e I li ve I Italy
b before I start I work I here
c after / lea ve / un iversity
d whe n I work I ICL
e before I get I married
f just afte r I ch ildren I born
g look! job
h do I Masters I the States
study I at C ambridge
I work I small company I norlh
k travel I Asia
I stay I Con ti nenta l Hote l I Prague

DID I EVER TELL YOU ... )

3 1.34 The speaker ends th e anecdote in 1 with a comm ent:
I-Ie didn't talk much, but he did drive lVell.
.. . he did drive well is sim ilar to he certain ly drove well.
Did adds emp hasis to th e verh drive. Did is stressed when you speak .
Make simil ar comments using the followin g prompts, th en li sten and co mpare you r answe rs.
a we / have a good tim e / cost a fo rtun e
b he / get th e job / have to marry th e boss's daughter
c we / get th ere in th e end / sit on a bus all day
d I / get a good job / have to leave th e co untry / find one
e she / make a success / business / her husband / leave her
f he / sell more th an anyone else / have a heart attack

4 Complete th e se nte nces below. Use did for e mphasis.

a It was a good ca r, ..
b J enj oyed th e m eal,
c T he conference wasn't ve ry good,
d T h ey managed to find a hotel ,

5 Complete the sentences below so that th ey make sense.

a , but we did ask lirst.
b , bu t I did send him an e-mail.
c , but he did take he r out to dinne r.
d , but she did give h im the job.

6 Work with a partner and each tell an anecdote based on th e qu estion s below. Help yo ur partner by
aski ng more ques tions.
Speaker A
Have you ever bee n stopped by the
police when you were dri ving? Wh ere
were yo u goi ng? Wh y did they stop
yo u? We re th ey right or wrong? What
was the outcome? Did it change yo ur
attitude either to dri vi ng or to th e
police, or did it confirm wha t you
already though t?
Speaker B
Who was yo ur least favourite teac her
at school or lecturer at uni versity?
W hy didn 't you like them? Can you
re n1 cmber an incident that was lypical
of that person? \\1ho was invo lved?
What happened? What was th e
ou tco me? Did it change your point of
view in any way or did it confi rm what
you already thought?

01 DID I EVER TELL YOU ... 7

 1 Disc uss th ese qu esti ons in groups. Do you drink bottled min eral water? Wh y do you thin k min eral
water is so popular now? How do people decide whi ch brand of mineral wate r to drink?

2 Read a re port in a newspaper about a local min eral wa ter compan y. What happened? Wh y does th e
fact th at the co mpany's product is mine ral wate r make th e situation so diffi cult?

Local Community Rocked by Cristal Malvern Fire

A fire which broke out at Cristal Malvern bottling plant in the early hours of yesterday morning has
completely destroyed the factory and offices of the mineral water company. According to company
sources, for the moment the cause of the fire is unknown, although a problem with the planes power
supply is suspected. In a meeting this morning the wo rkforce was informed that although the company will
eventually rebuild the factory, redundancy notices will be served. Cristal Malvern is an established brand
which has become popular due to its original and striking TV ads. The problem facing the company is that
the bottling plant is located next to the spring which gives the mineral water its name. Ron While, a union
spokesman, says the fire is a tragedy for the local community as Cristal Malvern is one of the area's main
employers.

3 :; 1.35 Listen to the television inte rvi ew with Ron White, th e uni on representati ve, and Peter
Jon es, the public relations officer of C ri sta I Mal vern. Answer th e qu estions.
a What kind of 'adju stm ent plan ' do you think th e company has? protect many jobs as it is posible
b Wh y is it not possibl e to movc to anoth cr locati on? the spring
iunion
c What is th e attitude of the union '
d What does Ron White say about the rumour that the company might ha ve to close? not, it a company with
tradition
4 You are going to take part in the meeting to decide what to do about this situati on. Each take a rol e:
A, S, C or D.
A
The Managing Director
Your famil y has bee n connected with th e company for ove r a hundred years, and although th ere are now
oth er shareholders, you still ha ve co ntrol. Apa rt fro m nostalgia and emotional reasons for re-bui lding th e
plant, th ere are ve ry good business reaso ns. Minera l water is now an im porta nt co nsum er product, sales
have increased a lot over th e last few years and your brand is one of th e market leaders. In fact, the fire
may be a 'blessing in di sguise'. The insurance money and other subsidies available will cove r most of th e
cost of modernising and building a modern plan t. A new plant with mod ern processes wi ll require fewer
workers so so me pe rman ent redundan cies wi ll ha ve to be negotiated . You feel a genuine co ncern and
responsibility for th e workforce. You have kn own many of th em for yea rs. Probably you can lose some
peopl e through ea rl y retirement but you hope to keep as many of the empl oyees as possible. Apart from
this worry. your major con cern is to lose as few cus tomers as possible while th e factory is rebuilt.

CASE STUDY CR ISTAL MALVERN

B
The Union Representative
You have been with the company all your working life. You are worried that Crista I Malve rn may
disappear - th at the company owne rs wi ll take the in surance money and run ! In fact you suspect that
the fire might not have been an accident. The plant was very old and a big investment was required to
co ntinue production. On the other hand, you are quite sure that th e brand has a good future beca use
th e mineral water has always sold very well. The other possibili ty is that the company management
will make everybody red undant and th en start up agai n as a new company. Perhaps th ey will sell th e
company to one of th e big multinatio nals. Your hope is that you can negotiate a tempo rary redundancy
for staff wh ile th e fa ctory is being re-built, and th en as many people as possible ca n return to work with
th e same salary and co nditions as before.
C
The Plant Manager
You are the Ma naging Di rector's sonldaughter. You recognise that the company could sti ll be a viable
busin ess but you wou ld pre fer to do some thing e lse with the in su rance mon ey. Yo u have little interes t
in reconstructing the busi ness. Apart fro m anything else, you are bored with life in this quiet rural area.
In any case, by the ti me you are ready to begin bottl ing again, it wi ll be almost impossible to regain yo ur
m arke t position. You ca n just see one problem after another and yo u are desperate to do some thing
more interesting and exciting so mewhere else. Try to convince your fath er that the best plan would be to
sell up. You co ul d probably get a good offer from one of the big food and drink multinati onals.
o
The Marketing Manager
This situation is a real challenge for you. Your mission is to keep th e brand alive while th e problems of
production are so rted out. You know that the idea of transporting the water to oth er plants is not viable
due to th e costs. However, your idea is to make a deal wi th other companies to distri bute and sell th eir
own water as Cristal Malvern wi th a slightl y modified label where th e origi n of the spring wa ter is in
sma ll print. You believe th at most people will not noti ce th e difference in taste. After all , water is water,
and if people drink it from bottl es rather th an taps, it is reall y a triu mph of marketers. You are optimisti c
about th e future an d believe it is a good opportuni ty for th e company to modern ise its production in
order to m ee t an increasi ng demand . If yo u ca n survive the coming months, Crista! Malvern ca n grow,
modernise and benefit from this disaster.

5 Read the newspaper article to find out wha t happened in a similar case in Spain and discuss the
questions.
a Was this company's dec ision simi lar to what you decided in 4 ?
b D o you think th e water reall y 'travelled' to th e oth er bottling plants?
c In what ways is th e min eral water business such an unu sual one?

CASE S UDY CRISTAL MALVERN

 Don't explain how we're going to make money today. Tell me how we' re going
to make it in five years' time.
AMANCIO ORTEGA - FOUNDER AND PRESIDENT OF INDITEX

entrepreneur
l,olllTOpr;)'n3:J noun
someone who uses
money to start
businesses and make
business deals
If' M
E " ,..,

1 Read the extracts below then di sc uss th e qu esti ons which follow .

•
I
•• Co + ... c ..

Entrepreneurs are people

I've always felt that
going to business school
was a substitute for
Born entrepreneurs
can be taught how
to become better
I who imagine thin gs as
they mighl be, not as they
being an entrepreneur, businesspeop le. But are, and have the drive to
not a comp lement. businesspeople cannot
change th e world. Those
Those who can, sell. be taught how to
Those wh o can't, sit in become entrepreneurs. are qualities that business
class. Wil Schroters Blog http://www. sc hools do not teac h.
Business consultant and gobignetwork.com/will
writer Arnold Kling on Founder of Body Shop
http://gondwanaland ,(omf Anita Roddick
mlog/ 2005/ 11 / 23/ learning-by-
selling/

a v"hat is th e word for 'entreprene ur' in your hlllguage? Gi ve some examples of cntre pre neurs who are
famous in your country.
b Is it possi ble to teach so meonc 10 bc an e ntrep rene ur?
c kin d of skill s and qua li ties do yo u think en treprcneurs need?
d Is it an aclV<ln tclge to go 1"0 uni vers ity befo re yo u start a business? Whi ch o pin io n above do you agree
wi th most?

2 .. Now listen to a radio programme where an author talks about a book on en trepre neurs.
Answer the questions.
a of the opinions in I does th e au thor most agree with ?
h How many exa mples does he g ive of successful businesses?
c of the following c10es he say th e e ntrepreneurs have in common?
• an M BA • wo rking for someone else before setti ng up a business
• hi ri ng good employees • luck
• taking ri sks • providing exce ll e nt customer se rvice
• intelligence • using televis ion advertisi ng
• se tting up effic ient distr ibution netwo rks • hard work

3 Listen agai n ,mel co mpl ete th e phrases.

a Mike Cla re, the found er of Dreams, and Michael Walsh of Blackcircles.com are both good exa mples
of people who work whcn th ey . sc hool.
b They . knowled ge and skill s wh ile they . for so meo ne else, but
eac h that hi s real miss ion in life was to be an en trcprene ur.
c Both . custom e r se rvice a ma jor sellin g poi n t.
d successful at building up th e ir networks.
e Th ey incredibly hard to get where they are today.

09 SPIRIT OF ENTERPRISE
4 vVhich of the sentences in 3 arc exam ples of:
• the Past Simpl e
• the Present Perfect
• an CVClIt ur stage;; in sOlllconc's life which is com pletely fi nished
• an achievemcnt or event which is part of an ongo ing situation

5 Work in pai rs. O ne of YOll reads text A on th is page and the oth e r reads tex t B on page 58. Com p lete
thc chart bclow with informat ion from yo ur tcxt.

Drea ms Blackcird es.com

First job of founder He worked in a garage.

Age when he started the company He was 35.

First business premises

Main product

Distribution network

Customer services

Recent developments

6 Ask your partner questions to complete the information abou t thc compa ny you didn't read about.

7 Read the oth er tex t. Underlin e th e exa mples of th e Present Perfec t in both tex ts.

SPIRIT OF ENTERPRISE
DREAMS
WHE N MIKE CLARE left college at 18
with a basic business diploma, he started
working for a furniture shop in the beds
department. Eventually, he became a
manager, but when he was 35 and after
12 years working for someone else, he
decided it was time to start his own
business. He got a small loan and sold
his car to ra ise some money, and found a
small shop which was in a terrible state,
but was cheap. He started the Sofabed
Company in 1985 and wi thin two years,
CHANGE
1 Label each graph with two verbs from th e box which describe change.
go up fall
SPIRIT OF ENTERPRISE
he had three stores. After a while, he
decided to concentrate only on beds
because they take up less space and you
can store more of them. He also found
that beds were easier to sell because
people are less concerned about the look
of a bed than a sofa. He changed the
name of the company to Dreams and has
not looked back since.
Dreams has built its business on
four main selling points: Choice,
Price, Delivery and Comfort. Thi s
remain stable go down increase not change
simple for mula and Mike's enthusiasm
have taken th e business to over 150
superstores. Distr ibuti on has been th e
company's biggest challenge, and t hey
now have a fleet of over 100 vans. They
have also given a lot of special attention
to customer service. When a Dreams
driver delivers a bed, he puts on a special
pair of slippers to avoid making a mess.
'The slippers cost us virtually nothing, but
after a delivery il's all the customers can
talk about/ explains Clare.
Dreams has established a reputatio n
for quality and service and has won the
Retailer of the Year prize three t imes.
In 2005, it launched an online store and
has recently opened its own bed factory.
The company is still growing and it
has branched out into the intern ational
market through franch ising. Clare is
optimistic about the future. 'It's not easy,
and a lot of businesses do fail/ he admits.
'But it's not as complicated as a lot of
people think either.'
Source: http://www.starlups.co.uklbb788429083485
33189Imike-clare.html
c
,
...................... ......... I
 ,
I
... ",;
.

2 Work in groups. Using th e verbs in I , desc ri be what has happened recen tly in your co untry or
region, and in th e co mpan y you work for. Use th e topics below to help you.
I,,(erest rates have fallen ;11 the last six months.
The 11lI11Iber of peo/J/e working ;n my team at work has increased recently.
in yo ur country or reg ion in your company
hOllse prices number of staff
rate of inflation revenues
unemployment profits
econom ic growth amou nt of work
taxes
interest rates
population
traffic
Has anything else important happened in your country, region or company?

3 Rea d the information below about a successful Span ish company, Illditex , and answer th e ques ti ons.
a Wh o is the fou nd er of the Inditex Group'
b Where and when did it start?
c What busin ess is it in?
d \"'hat is th e secret of its success?
e How many companies are th ere in the group?

BUSINESS BRIEFING

INDITEX

09 SPIRIT OF ENTERPRISE I
 TOPICS
--

4 '"'\fork with a partn er.

Spea ker B : Look at' th e inst ru ctions 0 11 pa ge 134.
Speaker A: Loo k a l the info rm ati on in the ta ble below. \\fo rk with yo ur pa rtne r to compl ete th e miss ing
lind out how Inditex has changed over the last fOli Tyea rs.

Inditex four years ago now

Shops worldwide 3.131

New stores in year 322

Employees 69,240

Countries where the group operates 56

% of International sales 60%

Chains in group six· lara, Pull & Bear.

MassImo Dutti, Bershka
Stradivarius. Oysho

Turnover €8,196 million

Net profits €639 million

Headquarters ArteixD, La COTuna

5 Co mple te th e repo rt lI sing informa ti on from 4 an d th e ve rbs in th e box in either th e Past S im ple or
Prese nt Perfec t.

grow increase launch make move open reach

T he rece nt hi story o f Ind itex is a trem end ous success story. O ve r th e last fou r years the group
(a) .. . enormousl),. It now operates in (b) coun tries, and the number of
shops wo rldwide (c ) from (d) to (e) . . In this time
the group (f) ....... .... (g) . new chains, and (h) .. ............ 329 new
sho ps in Spain and 300 in th e rest o r the wo rld . Th is year, net revenu es (i) . .............. a leve l of
(j) , and the group (k) profits of (I ) . ... . Alli nditex's
activiti es ;J re con tro ll ed from Arteixo, La Coruiia, where the gro up rece ntly (m ) in to
new headqumters.

6 \Vrite a simil ar repo rt abo u t the c han ges in a compan y you kn ow about.

" 09 SPIRIT Of ENTERPRISE

09 SPIRIT OF ENTERPRISE Interrogative

LANGUAGE LINKS
Have you
Haven't we finished the report?
Phrase Bank: Talking about business achievements they
He was still only twenty when he set up t he business.
Has he
The company is still g rowing .
Hasn't she
He left school at 16.
Eventually he became a manager.
Short an swe rs
They picked up skills and knowledge.
Have YOll seen John?
To set up a business, take risks and make money.
Yes, I /uH'e. / J /0 , 1 haven 't.
Customer service is a major selling point .
Has Jane sent the letter?
One thing they have in common is a capacity for hard work.
Yes, she has. / No , she hasn'/.
The past participle of regular verbs is th e sa me as th e
Vocabulary Past Simple, but with ma ny comm on irregular verbs it is
diffe re nt:
Word-building • go - went - gone
Complete the table below with the appropriate form. • come - came - come
• eal - ate - eaten
verb noun adjective T he tense you use to ta lk about past eve nts depends on
how yo u see th em .
acquire acquisition acquired
If YO ll see ac ti ons and situati ons as pa rt or a sequence of
reject rejected
fi nished past eve nts and situati ons (e.g. stages in your li fe,
grow growing events in h isto ry, eve nts in a narrative, e tc.) you use the
success Past Sim p le.
beneficial
• I studied economics at university
innovate • His first wife was Argentinian.
flexible • Her last job was with an engineering finn.
operation operating • Bill Cates founded Micro soft with a friend.
profitable • Some people made a lot of money in the war.
increase • Stlddenly he stopped talking (lnd left the room.
tall fallenlfalling Ir past ac tions or situati ons are no t related to other past
install installed events or time periods (they sim ply happened before now),
YOll use the Prese nt Pe rfect. Often it is beca use yo u are
re ferr ing to recen t eve nts, or to con trast a present si tuation
Grammar
with the past.
Present Perfect • I've had a fantastic idea!
• We've developed a new prodllct for Ollr range.
Affirmative • Otlr tumover has grown by 10%.
• The photocopier has broken down.
You 've T here is one important exception:
We (have) • What did YOll sa)'? not "Vhal )00 sdid?
They finished the report

He 's Practice 1
She has
Wr ile Ihe past participles of th e verbs below.
see 0) write i)
Negative
buy b) brea k j)
sell c) se t k)
You do d) read I)
haven't
We fin d e) fall Ill) ..
They finished the report
co me f) Tlse 1'1 )
He hasn't pllt g) m eet 0)
She take h ) thi nk p)

09 SPIRIT OF ENTERPRISE I
 Practice 2 Practice 4
Reorganise th e words to make sentences in the Present Match the questions to the answers.
Perfect. a Where is my pen?
a lost glasses I have my b Why are you looking so pleased with yourself?
c How is the new product li ne doing?
b gone by 3% prices have up d Why are you looki ng for a new car?
e What's our share price today?
c has stable economic remained growth f Why are you looking so tired?
g Where's Jeremy?
d prices last yea rs have III fallen five thc 1 It's gone up by four cents.
2 I've ach ieved my sales target for this month.
e has 2,000 workers sacked Molinex 3 Because I've sold myoid one.
4 It's been a really long day.
f company has the Mr Rodriguez left 5 It's been very successful so far.
6 I-Ie's gone to Sydney for the weck.
g not a Joh n week have for seen 7 I don't know. I haven't seen it.

a b c d e 9 h
Practice 3
Write a sen tence using the verbs in the box and the
Present Perfect for the situations below.
Practice 5
arrive be break change
Complete the texlwith the verbs in the box, using ei ther
give lose move stop
th c Past Simple or th e Present Perfect.
a Half an hour ago, it was raining and now it isn't.
acquire add create finish increase
sto1'1'ed launch open reach start turn
b The photocopier doesn't work. Half all hour ago, it did.
down. The Inditex group consists of almost a hundred companies
c Ten minutes ago, you ca ll ed for a taxi. It's now outside dealing with textile design, production and distribution. Its
the office. unique management techniques and its successes
The taxi .. (a) Indi tex into one of the world's largest
d Last year, your company was based on a site outside fashion groups.
town. Now its offices arc located in the centre of town. The first Za ra shop (b) in 1975 in La
into the COfUlia in northern Spain. Over the years, the group
ce ntre of town. (c) other chains to the original Zara,
e You can't find your notes for a presentation. each covering a different market sector. In 1991 , th e
notes. group (d) Pull & Bear, and in 1995,
f You're giving a presentation. You did the same (e) 100% of Massimo Dutti. Bershka
prcsentation last week and th e week before. (f) its activity in 1998, foll owed by the
Th is is the third time acquisition of Stradivarius in 1999. Two yea rs later, Inditex
(g) Oysho, a chain specialising in
g Philip Windish works for a company. A week ago, he fashionable lingerie and underwear.
worked for a different company. In the last four years, the number of shops in the group
(h ) a figure of over three thousand, and
h A frie nd commen ts that nowadays he never sees YOll. the group now has operations in 64 countries worldwide.
very busy In the same period, sales (i) by 22% and
lalely. net profits by 25%.
Despite its size, the group still controls its activities
from a logistica l centre in Arteixo, a vi ll age in the north-
west of Spain, but in 2003 it (j) work
on 'Plataforma Europa', a new distribution ce ntre in
Zaragoza.
Answe rs on page 141.

I SPIRIT OF ENTERPRISE
Pressure is part and parcel of all work and helps to keep us motivated. But
excessive pressure can lead to stress, which undermines performance, is costly to
employers and can make people ill.
UK HEALTH & SAFETY EXECUTIVE · HTTP://WWW.HSE .GOV.UKlSTRESS/

Discussion
1 Work with a partn er. Whi ch of th ese fa ctors produce th e
most stress? Add your own ideas.

being promoted being responsibl e for peopl e's lives

dealing w ith big sums of money dealing w ith the pu bli c
doing boring, repetitive tasks learning to use new t echno logy
looking after children mak ing phone calls
meeting deadlines travelling
wa iting for other peopl e t o do things working long ho urs

2 1.37- 1.40 An in terviewer for th e radio programm e Work

Today spoke to four people in th e street about stress.
Liste n to th e intervi ews and answer th e question s.

interview 1 interview 2 interview 3 interview 4

a What does the speaker do?

Does the speaker suffer from stress?

c What causes the stress, according to the speaker?

d Does the speaker mention any of the reasons in ,? Which ?

3 The last spea ker says th at stress is more a problem of m ental attitude than what you do.
Do you agree?

4 In your opini on, what are the three most stressful iobs? Use th e list belolV to help you .
accounta nt air traffic contro lle r architect chief executive computer prog rammer doctor
factory worker firefi ghter journalist lawyer midd le manag er miner pilot
police officer shop assistant secretary stockbroke r ta xi dri ver teacher telephonist waiter

Now compare your ideas with th e list on page 135. Are YO ll surprised? Wh at do you think are th e least
stressful iobs?

have to
5 For eac h se t of prompts a-g, make at least two se ntences with has tolhave toldoesn't have tol
don't have to .
air traffic co ntroller factory worker take decisions be c rea ti ve
An air traffic controller has to take decisions ver), quickly. (It's necessary)
A fa ctory worker doesn't have to be creative. (I t's not necessary)
a lawye r secreta ry wear a suit type letters
b middl e man age rs chi ef exec utives solve day.to-day problems take strategic decisions
c shop assistant computer programm er deal with th e public know computer languages
d lorry dri ve r taxi driver dri ve lo ng distan ces mem ori se street maps
e nurse fa ctory worke r wear special cloth es wo rk at night
f acco untant telephonist use a co mputer be hones t
g teacher engineer tell people what to do wear a ti e
Make se ntences abollt th e other iobs in 4.

10 STRESSED TO THE LIMIT

i ..
I

6 Now inte rview someon e abou t their job li ke th is:

III your job do YOli have to ... ? No, bllt I have to . .. / Yes, and I also have to

7 You arc go in g to read an arti cle abo ut stress. All the words and phrases on the left are from the
,nticlc. Match them to th e definitions Oil th e ri gh t.
<I linked \'0 1 doing too Illllch work
b root calise of 2 is good fo r the co mpan y
c overwo rk 3 principal re aSOll for
d staff turnover 4 con nected to
e ma kes business se nse 5 mOlley fo r getting belteTresults
f pcrfonnan ce-relalcd pay 6 peopl e joining and leavi ng a co mpany
g morc lle 7 positive or negative attitude
a D b D c D d D e D
8 In yo ur opi nion, .He th e sen tences below true or false?

a Stress is always a bad thing. true false

b Work-related stress can cause health problems. true false

c Bad management is the main cause of stress. true false

d Reducing stress costs companies money. true false

e It's easy for companies to reduce stress. true false

I STR ESSED TO THE LIMIT

 9 Read th e articl e below. Does the writer agree wi th you r opinions in 8?

Deborah Houlding of B MG online magazine explores the problem of work-

related stress and examines ways in which it can be avoided.
Stress is not an i ll ness or a negat ive
condition. A certain amo unt of
pressure brings out t he best in our
work. In the initial stages of stress
t here is a sensation of excitement and
increased mental concentration.
However, too much stress is
negative. It is bad for the individual.
It is also bad for the employing
organisation. In the UK, for example,
st ress-related illness is the cause of
half of lost working days.
The negative impact of
stress is linked to hear t disease,
alcoholism, nervous breakdowns,
job dissatisfaction, certain forms
of cancer, migraines, asthma, hay
fever, insomnia, depression, eczema
and many other medica l and social
problems.
Many surveys confirm the root
cause of work-related stress to be
bad management and overwork. Too
much pressure, long hours and poor
communication are the main factors.
Reports and studies have identified
the principal cause of stress as 'new
management techniques' designed to
'improve performance'. Policies such
as 'performance-related pay' increase
stress and demotivate a work force.
Many legal and medical experts
are advising companies to consider
the costs and legal implications of
stress-related illness. They emphasise
the benefits of reducing stress as:
better health
reduced sickness absence
increased performance and output
better relationships with clients
and colleagues
[ower staff turnover
Taking the decision to reduce stress
makes sound business sense. It's
better for profits and better for staff
morale.
Managers should learn to motivate
but not exhaust employees. There is a
balance between obtaining maximum
efficiency, and a worker'S need to rest
and recuperate their creative energies.

10 Complete th e chart with the correct form of the wo rd.

noun verb adjective

stress stress Istressed

motivation motivating!
creativity create
excite lexcited

11 Complete th e se ntences usi ng th e words from 10.

a Working with th e public ca n be very .
b When the new boss arrived, staff mora le was very low and nob ody was very
c I'm a graphi c designcr so my job requircs a lot of
d I don't find th e new projecl very .

12 Make similar sente nces about your own compa ny.

10 STRESSED TO THE LIMIT

 should/shouldn't
13 Look at these sentences.
J'vlanagers should recoglli.wt their mistakeN. (It'S.1 goud idea.)
Employees shouldn 't work under unnecessary pressure. (It's not a good idea.)
Make sentences that are true for YO LI lIsing should/shouldn't and the prompts below.
work weIl l have a certain amount of pressure
Tb work well, you should have a certain amolmt of /lTessure.
a compan ies / try / reduce the level of stress
b workers I work very long hours
c managers / conm"ll1nicale / ideas
d companies I invest money I improve conditions
e managers I lea rn I moti va te workers
r workers I have time I rest

14 Make sentences abo ut your company like this:

In my company ... should / shouldn't ... but often / in (act they/he/she/we ...
Include the ideas below and add YOll r own.
• distri bution of work
• com muni cati ons
• performance-related pay
• sufficient training
• new technology

10 STRESSED TO THE LIMIT

You are going to wr ite a report on a company with problems. Follow steps 1- 4 below.
Wo rk wit h a partner. Create your own compan y.
Step I
a What line of business is th e compa ny in?
b What's th e nam e of th e com pany?
e Wh ere is it located?
d Is it an old-fas hioned or a m odern compa ny?
e How long has it existed?
Step 2
You are going to pe rform a roleplay with a new partn er. First, with your origina l partne r, decide who is
the empl oyee and who is th e consultant. Then find a new partn er who is play ing a differe nt ro le to yo u.
E mployee: You wo rk for th e co mpan y YOLI invented. YO LI are completely nega tive abou t eve ry aspect of
yo ur job and company. C riticise everyth ing and everybody.
Consultant: You are a manage n1cnt co nsultant h ired to in terview th e staff of the employee's compan y to
assess the levels of stress and moral e. Interview the e mployee and note down th e answe rs. Ask questions
about
• work ing hours

MQSC
• co mpany organisa ti on
• internal co mmuni ca tion
• pay
• training provided
• holidays CONSULTING
• (you r own ideas)
Step 3 Interview report
Work wi th your original partne r from Step I. Wr ite a report
of the managemen t consultant's inte rview.
Company:
Use the framework below or adap t it to sllit th e interview.
• According to ... th e main causels of stress in his/her work
isla re . Name of Interviewee:
• Communi cations in the company are ...
• The system of payment is .
• With regard to train ing, th e situation is . Interviewer:
• O th er causes of problems are.
• To reduce th e level of stress th e company should.
• In co ncl usion, . Date:
Step 4
Work with your partner fro m Step 2 again . C heek that the
report of your interview is accurate.

10 STRESSED TO THE LIMIT

10 STRESSED TO THE LIMIT 2 Complete the second sentence so that it means the
same as the first.
LANGUAGE LINKS a Does your work calise YOll stress?
Do you find yO"' \VOrl:
Phrase Bank: Talking about your health b My boss makes life difficult.
What symptoms do you notice? My boss doesn't make life
I get a lot of headaches. c My husband isn't very helpful.
1sleep badly. My husband doesn't
I get a bit on edge at times. d At ti mes I get nervous.
I have a horrible rash on my neck. At times I get a bit on
I suffer from stress. e 75% of visits to th e doctor are because of stress.
Stress is linked to heart disease. 75% of visits to the doctor arc the of
stress.
f People don 't think that teaching is a difficult job.
Vocabula ry Everyone thinks that teac hing is an
Stress at work g I hope things improve for you.
I hope things get for you.
1 Complete the sentences with the correct form of the h Worrying about things doesn 't help you.
word in brackets. There's . in worrying about things.
a An air traffic controller has a very job. I don't work for anyone. I'm self-employed.
(stress) I work for
b A has to answer the phone all day.
(telephone) Grammar
c His work involves a lot of different have to and should
(responsible)
d Our boss is always shouti ng at us. I don't find it very
. (motivate)
e Too much stress is bad for the workers, and it's also bad
for the . (employ) You have to
work at night.
We don't have to
f Stress-related is the cause of half of lost They
working days. (ill)
g It's a problem of - we never know what's He has to
work at night.
She doesn't have to
happening in the company. (co mmun icate)
h Nobody knows how to usc the new machine - we need Do lIyou/weithey
have to work at night?
urgent . (train ) Doe. he/she
Employees shouldn't work under
pressure. (necessary) should
You should .......... your mistakes and correct
them. (recognition) You
k One of the benefits of reduci ng stress is better should
HeJShe do that job for free.
with clients and colleagues. (relate) shouldn't
We
Workers need to rest and recuperate their They
energies. (create )
m The experts say that bad is the main You use has to/have to to show that it is necessary to do
cause of stress. (manage) something.
n Policies such as -related pay demotivate a • Everyone has to pay taxes.
work force. (perform) • We all have to use the same computer programs.
When you want to show that it isn't necessary to do
something, you can use doesn't have to/don't have to.
• He doesn't have to travel much ill his ;ob.
• We don't have to dress {onnally {or work.
You use should or shouldn't to show that it is a good or bad
idea to do something.
• You should use the Internet {or getting new ideas.
• You shouldn't work so hard if you want to live to an old
age.

10 STRESSED TO THE LIM IT

Pract ice 1 Practice 3
Complete the sentences in an appropriate way. Use has to, G ive appropriate advice using should or shouldn't and th e
have to , doesn't have to or don't have to and the ve rbs in th e ve rbs in th e box.
box.
go (x 2) have leave set up spend work
co me do finish get get up go
make show sign wear work a I ca n't get a job beca use I do n't speak any foreign
languages.
a All visitors to th e factory .a 'iq." ihq." ld to E nglish classes.
register. b I don't know how to use th is ncw accoun tancy
b Our co mpa ny has a 'casual Fri day' policy, which program.
means you fo rmal clothes on a course.
in th e offi ce on Fridays. c I keep getting these headaches.
c 'Why are you work ing so late?' 'Because I so much
th is report for tomorrow.' time staring at figu res.
d To get to work on time, he d My plane is at 2.30.
at 5. 30 a. l11 . now or
e Every Monday morning, we you'll miss it.
to a departmental e I have th is constant pain in my chest.
m ee ti ng. a check-u p.
f I like h olidays because you f My famil y is complaini ng they never see me.
anything. so late.
g If you want to sec Mr Smith, yo u g I don 't like working for so meone else .
..... .. an appointm ent. He's a .. your own
very busy man. business .
h You ...... if you clon't want to.
We ca n do it without you. Practice 4
You .. .. . a visa if YOll travel to
Complete the sentences using a form of have to or should
certain countries.
(affi rmative or nega tive). Sometimes th ere a re two possible
When you cross an international border, you usually
answers.
your passport.
k He's so ric h he , but he a T he doctor says I take
still does. He's a workaholic. th ings easy.
b You spend so much time
Practice 2 in front of a computer - it's bad for your eyes.
c Managers be good
Reorganise th e words to make questions. com municators.
a finish this do have I today to d You just give peo ple
orders, you motivate th em
b d ress do ha ve work for to you form ally to do a good job.
e I do th is job even if it is
c year abroad how to go man y YOll times stressful - I need th e money.
a do have f I'm go ing home now because I
get lip ea rly tomorrow to
d compl ete when have ord er we th e to do catch my plane.
g If YOll need travel information. you
e do English go th is have year classes we look it up on the Intern et.
to to h You speak to th e boss like
th at.
f your have drive do III you job to much If YO ll wan t to know more about the company, you
visit th em.
You comc wi th me. I can
do the presentation on my own.

10 STRESSED TO THE LIMIT

 A study by the Consumer Federation of America confirms that 25% of us think
that the lottery is the best bet for becoming a millionaire.
HTIP:/NVWW.TEACH·NOLOGY.COM/FINANCE/NO_MILLIONSI

Present Perfect for unfinished past

1 Read the information about Nok ia. Complete it using th e words in the box.

acquires announce appea rs becomes begins fou nds lau nches merge puts sets

Nokia - Company History

Nokia is a leading international communications company and a
pioneer in digital technology and wireless data communications
which has continuously brought innovations to the highly
competitive and growing telecommunications markets.

1865: The Nokia story (a) in south-western Finland

with the establishment of a paper mill at the Tammerkoski
Rapids.
1912: Eduard Pol6n (b) Finnish Cable Works, the
foundation of Nokia's cable and electronics business.
1898: Arvid Wickstrom (c) up the Finnish Rubber
Works.
1967: Nokia Ab, Finnish Rubber Works and Finnish Cable Works
(d) to create Nokia Corporation.
1982: Nokia (e) Mobira, which later becomes the
Nokia Mobile Phones division.
1986: The company (f) the first Nokia mobile
telephone on the international market.
1993: The first Nokia digital cellular phone (g) on
the market.
1998: Nokia (h) the world leader in mobile phones.
1999: The Internet goes mobile when Nokia (j) the
world's first WAP handset, the Nokia 7110.
2006: Olli-Pekka Kallasvuo becomes Nokia's President and CEO.
Nokia and Siemens (j) plans for Nokia
Siemens Networks.

2 Complete th e se nten ces about Nokia using the ve rbs in the boxes.

has produced started to produce still produces

a Nokia mobile phones in 1986.

b It. .... mobile phones today.
c It .... mobile phones since 1986.

became has been still is

d No kia the world leader in mobil e phones in 1998.

e It .. th e world leader in mobi le phones today.
f It the world leader in mobile phones for over ten yea rs.

3 Match the sentences in 2 to th e tenses below.

Past Simple DD
Prese nt Simple DD
Prese nt Perfect DD
11 TOP JOBS
4 Make si milar sentences abo ut Noki a wi th these prompts usi ng the Prese nt Perfect, since a nd for.
a A company with th e Nokia name' exist
b Th e company / be' in volved in th e ca ble and electronics business
c The company / have ' mob il e phon e di vision
d No kia / sell / digital cell phones
e No kia' produce' mobile pho nes with access to the Intern et
f Olli-Pekka Kallasvuo / be / president
g Noki a and Siemens' wor k / on a joint ve nture

since & for

5 Put the following time expressions in th e correct column.

1945 20 years 5 o'clock a couple of days a few years a long time five minutes
he arrived I was born last year months this morning yesterday

SINCE FOR

6 Write sentences wh ich are true for you. Use th e Present Perfect, since and for.
1've been in my present iob {or two years. 1've had a PDA since Christmas.

TELL ME MORE
How/ong
1 Make qu esti ons with )'ou using th e promp ts. Use the Present Simple, Past Simple and Presen t
Perfect, as appropriate.

a What kind of car I have? How long I have I it> Why I choose it>

have I a mobile phone? How long I have I it? use it I a lot>

Where I live ? How long I live I there?

Who I work? How long I work I there? What I job?

How long I have I present job? Like / it?

know

9 be interested in

2 Wo rk with a partner. Ask and answe r th e questions in 1. Try to get more informatio n about each
subject, if you ca n.

3 Change partners. Tell each other about yo ur previous partner. For example:
Lucien lives just outside Toulotlse. I-Je has lived there for three years. He works as a research scientist at the
university. He's worked there since last June.

11 TOP JOBS
 --
., TOPICS ..i

YOUTUBE
1 1.41 The words an d phrases below are from a radio programm e about a business pe rsonality.
Listen to th e extra ct and numb er th e words in th e order YOll hear th e m.
co-found ers 0 employees D entrepreneur 0 managem ent roles 0 West Germany D
million aire 0 small er stake 0 unive rsity professor 0 video-sharing 0
2 Read th e sc ript of the radio programme on page 148 and correct ten mista kes in th e articl e be low_
Then listen again and check your answers.

JAWED KARIM is a coilege student with a difference_

For a start, he is not worried about the $100,000 cost of his Ferrari
because he is already a millionaire. He first hit the Internet
jackpot in 2002 when eBay bought the online payment company
he was working for. Then, in November 2006, he got lucky again
when Microsoft agreed to buy YouTube for $1.65 billion.
When the deal was signed, everybody was talking about two
of YouTube's co-founders - Chad Hurley and Steve Chen. After
all, they were the public face of YouTube. Most people didn't
know that there was also a third co-founder of You Tube, Jawed
Karim. In fact, he was the person who actually uploaded the
first video.
Karim grew up in West Germany, but has lived in Canada
since his family emigrated there when Karim started high school.
His Bangladeshi father is a chemist at 3M, and his German
mather is a professor at the University of Minnesota. Karim
obtained his degree in economics and engineering in 2004 at the
University of Illinois.
Hurley, Chen and Karim have known each ather since they met
as employees at Pay Pal, the payment service. When eBay bought
PayPal for $1.5 billion in 2002, they all received substantial
payments. Now rich, the three men often met late at night for
brainstorming sessions at Max'S Opera Cafe near Stanford, and
discussed possible film plots. Karim says he originally pitched the
concept of a video-sharing website to his friends because at the
time it was difficult to watch them an TV.
The three agreed to divide up the work based on their different
skills. Hurley designed the site's interface and logo, while Chen
and Karim shared responsibility for technical aspects. At a later
stage, when it was necessary to take on management roles,
Hurley became CEO and Chen the Chief Technology Officer.
However, Karim really wanted to relax, so he chose nat to be
part of the management team . As a result, he agreed to take
a smaller stake than the ather two founders, and nat to take
a salary or even a formal title because, in his own words, he
was 'focused on school'. Although since then he has continued
in an informal advisory role, he denies it was the ather twa who
actually turned the basic idea into reality.
Jawed Karim is not the first entrepreneur to lose his place
in history. Papular wisdom, for example, says that Bill Gates
started Microsoft and Sam Walton founded Wal-Mart on their
own, but they tao had co-founders. In any case, it is nat likely
that Karim has too many regrets. While his former colleagues
continue to run YouTube, his dream is to teach and run a school.
Whatever he does, money is nat likely to be a problem.

3 Underline three examples of the Present Perfect in th e script which tells us when a present situation
sta rted.

" TOP JOBS

 4 How much of th e story ca n you reme mber with out looking? Use th e word s in I to summarise th e
story wi th a partner.

S Find wo rds and phrases in th e text which mean th e same as th e followin g.

a win a lot of mon ey
b had good luck
c agreement
d got his university qualifica tion.
e meeting to swap id eas
f presented an idea
g graphic layout
h stockholding
large sums of money

6 Use th e words and phrascs in 5 in the correc t form to complete th e following se ntences.
a I know people who and are now ve ry ric h.
b The company is a co-opera ti ve, so all the employees have a in it.
c In my country, it takes most peoplc three years to
d Many people in th e fi nancial worl d get . as bonuses fo r th eir work.
e We had a ......... to find a solu ti on to the delays in produc ti on.
f If you . , it is always possible you wi ll win th e lottery.
g Our compan y webs ite has a ve ry nice wh ich is simpl e for customers to
usc.
h I ha ve to . to some important cli ents this afte rnoon, so I'm a bit ne rvous.
If you manage to negotiate a good , we' ll go out to ce lebrate this evening.

7 Write sen tences whi ch are tru e for you using the words and phrases in 5.

headhunter
HEADHUNTERS
noun a
person or company
who sea rch es for
good staff and tries
to persuade t hem
to leave their jobs
and go to work for
another company
DefmltlOn from MiKII1.ltan

1 1.42 Peter Davis is in th e offi ce wh en he receives an un expected call from John Lindsay.
Listen to th e conve rsati on and answe r th e qu esti ons.
a Wh y does John Lindsay ca ll Pete r Davis?
b When did Peter Davis slarl work for Blueprint Interna tional?
c What did he do before?
d How long has he been in c harge of th e internati ona l division?
e When did he get ma rri ed?
f Has he got any c hildren?
g Is he interested in what th e caller has to say?

11 TOP JOBS
, -
,.,

Discussion
2 D isc uss the foll owing qu estion s with oth er people in th e class.
a W hat type of managemen t consu lta nts does Jo hn Lindsay work for?
b Do ),Oll think what he does is ethi cal?
c How wou ld YOll reac t in this situation ?

Writing
3 Read the report for People Search below. W ri te a similar report about your partn er or teac her. First
ask questions about h is/her career history to be able to write the report.

How long have you ... ? When I Where did you ... before? When did you start !Ieave I finish ... ?

PEOPLESEARCH

Report
Peter Davis has worked for Bl ueprint I nternational since 2003 where he has been head of their

International Division for one year. Before Blueprint International he was at Navigate for three years.

This was his first job after university where he studied engineering. He graduated from Nottingham

University in 1999. He has been married for two years and has one child.

" TOP JOBS

11 TOP JOBS Grammar

LANGUAGE LINKS Present Perfect - the unfinished past

Phrase Bank: Money and the company background
He's now a millionaire.
He hit the jackpot.
They bought the company.
She became the CEO of the company.
He joined the management team.
He had a small stake in the company.
She was the co-founder of the company.
We don't get a bonus at the end of the year.
You use th e Present Perfect to say when present situations
began. For exam ple:
Past Simpl e: I started working here 25 years ago.
Present Simple: I work here now.
Present Perfect: I've worked here for 25 years.
NOT } ain wOiking heie,cVi 25 ytOiS. >j<
Past Simple: I met fohn for the firs t time in 1985 .
Present Simple: I still know him.
Present Perfect: I've known fohn since 1985.
NOT : know Joh n since 1985. >j<

• In many languages, you use a present tense to express

th is id ea so these are very cOlllmon mistakes. In
Vocabulary English YOll can only use the Present Perfect.
Company news To say when the action began you use since or {or. You use
since with a point in time and {or with a period of tim e.
Ma tch the parts of the sente nces.
a Da n Colman graduated from York University in 1980 since for
with .
8 o'clock 2 years
b He and some student friends fo und ed .
2001 a month
c In 1998 they moved.
August a few minutes
d At th e begin ni ng it was a small finn which produced
components .. . last week half an hour
e The company quickly expanded and set .. I was born ages
f Recently, it has launched. he arrived hundreds of years
g The engineers responsible
h It has also en tered th e. Things have been better since we changed offices.
Dan Colman has held. He has lived here for tell years.
I T he com pany has recently celebrated. NOT ... slllce len teals ago.
I . .. for other manufacturers. You can also use {or with the Past Simple. Compare th ese
2 .. . mob ile phone market. sentences:
3 . .. th e top position sin ce it was founded . Present Perfec t: I've lived in Manchester fOT three yea rs /
4 .. . a degree in electron ic engineer ing. since 1998. (I still live in Manchester. )
5 ... a range of computer accessories, which is doing Past Simple: I lived ill Manchester for three years / from
very wel l. 1995 to 1998. (Now I live somewhere else.)
6 .. its th irtieth anniversary.
7 .. . up new divisions. Practice 1
8 its headquarters to Milton Keynes. Complete th e sentences with since or for .
9 ... for this success have become directors of th e
a Mr Bianchi has been out of th e office .
compan y.
last Thursday.
10 ... the company ALTS in 1982.
b We haven't had a holiday . the summer.
c They have been friends . they were at
a b c d e 9 h
university together.
d He's had his own business . a few yea rs
now.
e I haven't seen you a while. How are
things going?
f I've known Pete we met at a trade fair
nearly ten yea rs ago.
g They've had that old ca r . yea rs.
h M r Gonza lez has bee n here . 9.30. I-Ie's
waiting for yo u in reception.
his wife had a baby, he's spent more
time at home.
He's waited for this promotion months.

11 TOP JOBS
Practice 2 Practice 5
Write question s with How long .. .? and the Present Read the biographical details of james Rodgers. Then use
Perfect. the prompts to write sentences lIsing ei th er the Present
a you / work / here Perfect or th e Past Simple and for, since, or from ... to.
... james Rodgers
b he / know / about this problem 1984 started smoking
1986 went to university to study engineering
c she / be / a director of the company 1989 graduated with a degree in engineering
1990 got a job with Rolls Royce as an aeronautical
d you / want / change jobs engineer
1991 became interested in boats
e they / have / their website 1992 got married
1993 bought his first yac ht
f he / be / interested / in working for us 1995 got a job with P & W in Canada and moved to
Montreal
g he / have / a company car 2001 moved back to the UK and went to work at the
P & W factory in Manchester
h she / be / responsible for that account 2003 gave up smoking
2006 moved to a new job in the P & W offices in
Portsmouth
Practice 3 a be / an aeronautical engi neer
Rewrite the following senten ces using the Present Perfect. 1'1'1.9....
a He works here - he started work in January. b smoke
...
b He lives in Paris - he was born there. c study engineering / university

c He's a computer programmer - he became a d be / interested / boats

programmer when he left university.
e be I married
d They make furniture - they started making furniture
over a hundred years ago. f work / Rolls Royce

e She owns a business - she set it up five years ago. g have / yacht

f They lead th e market - they became market leaders in h live / Canada

1998.
live / the UK

Practice 4 have / job / Portsmouth

Rewrite the following sentences using the Present Perfect.
k work / for P & W
a I met him at university.
IAt'I,il/ef?ity. not smoke
b Mr Jones arrived here hours ago.

c When did you buy your car?

d I got this job in january.

e They told me about th e problem yesterday.

f They got di vorc ed two years ago.

11 TOP JOBS

g ambit Iga:mblt/
noun something that
you say or do in an
attempt to gain an
advantage
Def'MJOfI from Macl'lllilin
Euenllal DoaIOM/')'
The things most people want to know about are usually none of their business.
GEORGE BERNARD SHAW
1 Read the articl e below and think about the following questions. Then disc uss them with yo ur teacher
or a partner.
a Do you have any strategies like the ones in th e articl e for starting conversations with people yo u
don't kn ow?
b Do yo u think it's possible to learn the skills the article describes?
c Wh ich of the strategies do yo u thi nk are valid?
12 CONVERSATION GAMBITS I
 Introducing you rself
2 2.01-2.04 You are at a con ference and you don't know anybody. \,yhat can you say to sta rt a
conve rsa tion with som eo ne? Listen ;mcl compl ete th e fOLIT conversa ti ons below,
A Exc use me, th e ITM conference?
B Yes, th at's right.
A M e too.
B I thi nk it's over there.
A Oh , yes. Righ t, I' m Paulo,
B Hell o, Paulo, I'm Kate.
2 A Phew ' ..
B Yes, th ey always see m to have th e heating on fu ll.
A So, it's not .
B No, it's my fo urth time h ere .
A Oh , right, so . I' m Boris.
B David.
3 A Is it .. ......................................... , or is th ere som e problem wi th cove rage here?
B Oh , . No, min e seem s okay.
A T ypical, flat batteri es and nowhere to charge up.
B ?
A O h, ..... , bu t I was expec tin g a call o n th is numbe r.
B I see.
A ... Nadine, by th e way. From Xanad u Electronics.
B Pleased to m eet yo u . I'm Mi ko.
4 A Excuse m e, ?
B No, I'm sorry, I don't,
A
Bah, he re.
A T hanks. By the way, I' m Bill Smart from Sili con Technologies.
BRight, .. ? I'm Ka zuo Yamada from Lexico .

Starting a conversation
3 All an Vilkas is havin g a qu iet d rin k in a hotel in Dubli n after din ner. The other custo m er in th e bar
has a newspaper, but he's not readin g it. W hat do you thi nk Allan says to begin a co nve rsa tion ?

4 2.05 C om plete the con ve rsation usi ng th e ph rases in the box. T hen liste n and c heck your
an swers.

fin ished with it go ahead here on if I had a quick look at the way to check out your time

Allan Exc use me, wou ld you mi nd a) your newspaper?

Stranger E r, no, b) I've c)
Allan T here's just so meth in g [ want d) ..
Stranger No problem. Take c ) ..
Allan T hanks. By f) .. ...... , my name's Allan . I' m
g) a business trip.
Stranger O h , right.

5 2.06 Now Alla n has the newspaper. G iving it back is anoth er exc use to begin a conversation.
Whi ch of the foll owing do YOll th ink he does?
a m enti on the poli ti cal situation c say something about sport
b co mm ent on th e wea th er forecast d invite the other person for a dri nk
Listen to fi nd out.

12 CONV ERSATI ON GAM BITS

_ _ 'IlL'

6 In first mee tin gs, people often ask eac h oth e r some of the followi ng questi ons. Reorga nise the words
to m ake questi o ns. Then ma tc h th em to th e answers 1- 10. There are two poss ible answe rs for eac h
questi on .
a you where are from I I'm from T u rkey.
Wh ere are you from? 2 Until Friday.
b bee n have long you how here 3 Anot her fo ur or fi ve days.
4 It see ms very n ice .
c long staying how are you 5 I've bee n here for a coupl e of days now.
6 Yes. I'm visiting som e customers.
d th ink what you Dublin cl o of 7 I co m e from So uth Africa.
8 It's a bit cold fo r m e.
e business here yo u on are 9 Since Sa turd ay.
10 Yes. I'm here to buy so me mac hi ne ry.
a DD b DD c DD d DD e DD
7 2.07 Listen to th e conve rsa tio n . VVhi ch of th e qu estions an d answers in 6 do the speakers lise?
C irc le th em .

Conversation t opics
8 The two men in th e co nversa ti on in 7 ta lk abou t foo tball ancl golf. Sport is a 'safe' topic. Wh at oth e r
topics are safe? Whi ch should YOll avo id ? C ircle the safe topi cs.

art business cars local attractions money and personal finance music persona l life
polit ics and the state of the world religion the opposite sex t he stock exchange the weather

Saying goodbye
9 2.08 Compl ete th e conversa ti on . Then listen and compare your an sv,'ers.
Sean Oh, we ll , All an , it's getting late . I have to a ) . T hanks for th e
b) .. , and good lu ck with your c )
Allan Ri ght, it lVas nice d ) ................ .
Sean It was n ice to e) . ......... . C heerio, th en.
All an Bye.

10 W he n Sea n wan ts to end th e co nversati on, he says It's getting la te. I have to be off Ma tc h th e parts
of the sentences below to ma ke othe r ways to end a conversa tion.
a Exc use m e, but I've just . . . I .. . a ca ll on m y mobile. I'll catch you la ter.
b I think th ey're going .. . 2 .. . someone is trying to ca tc h my attentio n.
c Excuse m e, but I thi nk . .. 3 .. . seen someone I have to tal k to.
d Hang on a minute, but I thi nk I have . 4 . .. to sta rt. I'll see you later.
e Sorry to cut you off, but I arranged . 5 ... to m eet someone at the bar five minutes ago.

Fluency
11 Work with a partne r. Look at th e headli nes below. Imagine you bo rrowed yo ur partn er's news pape r
and you are now giving it back. Sta rt a co nversati on abo ut one of th e headl ines. Ma intain th e
conve rsati on as long as poss ible. Beg in: Than k you (or the newspaper. Have you seen this article about ... ?

Prime Minister says economic situation 'hopeless' Dog wins lottery

SCIENTISTS DISCOVER LI NK BETWEE N GOLF AND 10 First geneti cally modified human being

Mobiles banned on public transport Princess Diana alive and living in New Jersey

UK TO DRIVE ON RIGHT US PRESIDENT CONSU LTS PRIVATE ASTROLOGER

12 CONVERSATION GAMBITS

appraisal
/a'prciz(a)U noun an
interview between
a manager and an
employee, which
allows the manager
to judge how well
the employee is
doing their job
Defin,uoo trom MilCll\lllan
EnglISh D.;tIOOary
1 Discuss th ese questi ons in gro ups. Do yo u have any experi ence of a staff appraisa l sys tem ? If you
do, was th e experience positi ve or negative? What are th e advantages of such a system fro m a) th e
employee's point of view and b) th e company's perspective? What are th e di sadvan tages?
2 2.09 Listen to the Director of a co mpany desc ribing their staff appraisal sc heme. Has it been a
success? Nu m ber th e words below in the order you hea r the m. You will hea r some of th e words more
th an once.
anonymous D cha t D expectati ons D feedback D form D fo rm al D goals D
issuesD measure D
motivation D
objectives report D D scale D tim escalesD
3 Is the appraisal scheme successful? Work with a partner. Use th e words in 2 to summarise what
Aliso n Lea-Wilso n says.

4 Staff appra isal is very mu ch 'in fashi on' but recently some experts ha ve begun to qu estion how useful
it is. Read th ese quotes from differe nt blogs and match th e extracts to th e problems.
a It is inaccu rate and subj ective ....
b It is unpopular with both managers an d employees.
c It is uneconomic and not good for com pany performan ce.
d It c reates a bad atmosphere between members of staff.
e Does not work beca use managers don't ha ve enough tim e to do it wel l.

o It's coming to that time of year

again. And everyone hates it.
o Research conducted
Employees detest performance
appraisals because they are
totally useless and achieve
nothing. Managers hate giving
them because they're usually
badly prepared and they have
too many other things to
do. Employees wo rry about
them because they are often
measured on things over w hich
they ha ve no control.
by Personnel Decisions
G If you're looking for w ays to
International (PDI), a global
consultancy firm, finds the
majority of employees who
report to more than one boss
get inconsistent marks. In
a study of 5,970 employees
reporting to two bosses,
employees who were rated
'outstanding - one of the best'
by the first boss, were rated
lower by the other boss 62 % of
the time and only 'somewhat
above average' or less 29% of
the time.
improve performance, or cut
costs, you should think about
getting rid of your company's
performance appraisal system.
It uses a tremendous amount
of time and energy, depresses
and de-motivates people, as
we ll as destroying any trust
and teamwork_The whole
system simply reinforces the
va lues and prejudices of those
in power at great cost to your
company.

I CASE STUDY STAFF APPRAISAL

5 You work for a medium-sized engi nee ri ng compan y which manufactures special ist ma chin e parts.
Your company introduced a staff appra isal sc hem e fi ve years ago. Rece ntly it seems th at everyone (in
pri vate at least) is complain ing about the system. \-Vork in gro ups of fo ur. You arc going to take part in a
meeting to decide what to do. Each take a role: A, B, C or D.
A
T he Financial Director
You think staff apprai sal is a waste of time unless it is linked to pay. You want to decide annll al sala ry
in creases based on pe rforma nce. You don 't agree that staff in the sa me post sho uld gct th e same pay-
rise whe n some people are better than others. You wa nt managers to come up with an ob jective system
whi ch rewards hard work <l nd results.
B
The Production Ma nager
One of the things that most irritates yo u abou t yo ur job is hav ing to do staff assessm ents. In your opinion
they are time consumi ng, costl y and provide no clear benefits. A good, efficient working atmosphere
depe nd s on a m anage r being a good leader and knowin g how to moti vate hi s or her team withollt all thi s
Human Resources nonsense. If YOll treat people like ch ildren, th ey will be have like ch ildren .
C
The Human Resources Manager
This is reall y your area and a major part of your job. You can 't und ersta nd the aHitudc of other managers
in you r company who don ' t see how important staff app ra isal is for making the co mpan y more efficie nl.
YOll think it is th eir fault th at th e sys tem does not work at th e moment. If th ey cha nge th eir a tti tu des you
think it is poss ible to change th e atmosph ere in yo ur co mpan y and that peopl e will feel positive abou t
evaluati on.
D
T he Union Delegate
Your position is clea r. Staff appraisal is just another tCc\lI1i(]ue for managemcnt to exploit em ployces
more. Usually it is an exc usc fo r not promoting members of staff. No body trusts the sys tem <mel th e
way people are c urrentl y evaluated and rated is clearl y unfa ir beca use it dcpends o n th e op inion of
each ind ividual manage r. The onl y peo ple who like th e system are those who get posi ti ve res ults an d
promotion by 's ucking lip' to th eir line-mana ge rs.

6 The arti cle below desc ribes an altern ati ve to traditional staff appraisal ca lled '360-dcgree feedback'.
Do you think that this sounds li ke a good sol ution to th e problems yo u discllssed in 5?

360-Degree
Feedbac
\3 60- DEGREE FEE DBA CK' is an alternative performance appraisal system, where feedback
com es from different peop le, al l of whom work with the employee. Feedback can be obtained
f rom col leagues, subo rdinat es, managers and even customers to have a clear understan ding
of the empl oyee's cont ri bution and needs. \360' refers t o the 360 degrees in a circle. It
happens on a regular basis an d t he individual performance objectives are things which can be
obj ect ive ly measured. The focus of t hi s kind of feedback is on developing relevant plans and
training opportunit ies for each st aff mem ber. Both the employee and t he manager have an
equal opportun ity to make contribu t ions. The organi sat ion has an open and public
comm itment to help each person ex pand his or her knowledge an d sk ills. This is the
foundation upon which a conti nuously improving organisation can build.

CASE STUDY STAFF APPRAISAL I

It might be cheap, but it's going to cost the earth. The cut-price air ticket is
fuelling a boom that will make controlling global warming impossible.
THE INDEPENDENT (LONDON) FRONT PAG E ON SUNDAY 28 MAY 2005.

Discussion
1 Discuss th e followi ng questions with other peopl e in the class.
a How often do you Ay?
b What things can go wrong when YOll travel by air?
c Have YOll had any bad fl ying experiences?

2 2.10.-2.11 Listen to the conversations. Someone is checking in . ,",Vhat goes wTOng in each case?

3 Complete the cOll versations using the words in the box. Listen again and check YO UT answers, if
necessary.

check in excess baggage long queue look it up main desk suitcase

passport queue up reference number straight to the front ten pounds

Conversation 1
A Good morning. Is this where I a ) for Ai ght RA 264?
B Yes. Can you give me your b) , please?
A I'm afra id I've los t the pape r I had it on, but here's my c)
B I'm sorry, but if you ha ven't go t th e reference number, I ca n't check you in . You 'll ha ve to go to the
d) over th ere. They'll give illo you.
A But ca n't you e) ? You've go t my name.
B I'm not all owed to.
A Do I have to f) ....... aga .lll 7.
B No. Just come to Ihe fro nt.
A OK.
B Next, please.
Conversation 2
A Can I ha ve your refe re nce number an d passport please?
B He re you a re.
A You've just got one g) to check in.
S Yes, this one.
A I'm afraid it's ove r fi ftee n ki los. You'll have to pa y h) ..
B II's only just over.
A AClually it's seventeen kilos.
S Are you sure? How much wi ll it cost me?
A It will be i) .... , but yo u have to pay over th ere at th e m ain desk.
B What, over there? There's a reall y j) .. . .......................... . C an 't I pay here?
A No, I'm sorry. Bul come k) ... when you
come back.
B OK. Thanks.
BATTLE OF THE ARMRESTS
1 Rea d th e in trod uc tion to an artic le on avoiding a trave l proble m . Wh at do you thi nk th e 's trategies'
are?

It's happened to everyone - even the most experienced business traveller and frequent
flier. A last-minute trip, no seat assignment on the aeroplane and the only seat left on a
packed flight? You've guessed it - the middle seat. It can make your trip miserabl e. Here
are some strategies to help you avoid th e worst seat.
Source: www.a bout.com

Cond itionals w ith will

2 Look at thi s First Condit ional sen tence.
Condition C onsequences
If + prese nt will + infi nitive
If you check-in early, you'll be able to choose ),our seat.
or You'll be able to choose your seat if you check in early.
Matc h th e co ndi ti ons to th e co nse quenc es. Make as many log ical co mbinations as poss ib le.
a if yo u book months in advan ce I you 'll get on and off th e plane fas ter
b if yo u sit at the front 2 you'll be too early for a seat assign ment
c if yo u check in late 3 you'll have to go to th e toilct a lot
d if you're polite to th e check-in attenda nt 4 yo u'll be able to stretch your legs
e if yo u prete nd to be ill or pregna nt 5 you'll sometim es be able to change your seat
f if yo u trust YOUT ins tin c ts 6 you'll ge t m orc personal space
g if YO LI dominate the arm res ts 7 you'll pay for it wi th an u ncomfortable sea t
h if yo u use your laptop 8 yo u'll choose bettcr seatm ates
if yo u dri nk too much 9 you'll fee l claustroph obic
if you ge t up clu ri ng th e Ri ght 10 yo u'll feel guil ty th e en ti re Ri ght
a CDs, I> b c d e
f g h

3 2.12 Listen to so meone giving ad vice about getti ng a good seat. Circle th c combinati ons in 2
whi ch correspond to what th e speaker says. D o you agree with th e advice?

Discussion
4 Work in groups. Ma ke a list of fi ve dos and fivc don'ts for business air traveners.

13 AIR TRAVEL
 BUYING AN AIRLINE TICKET
1 Read th e artic le and answer the questions.
a \,Vhy WO Il ' t you have anyone to bla1lle if you ge l a bad d eal on your airlin e ti cket?
b If more than nin e seats are empty, why will EasyJet not be happy?
c If you ask RyanAir about their prices, what wi ll th ey say?

CUT-PRICE TRAVEL
HOW is it possible that two passengers
sitting shoulder to shoulder in the same
plane can pay such different prices for
their tickets? Buying an air ticket has
become a test of skill and timing where
the customer is responsible for getting
the best deal possible. With the on line
reservation systems of cut-price airlines it
is your fault if you get a bad deal because
there is no travel agent to blame.
Nowadays all airlines have a 'prici ng'
department which is responsible for 'yi eld
management'. In other words, their job
is to adjust the price of tickets in order
to get the maximum possible profi t for
each seat on the flight. Ticket prices vary
according to supply and demand and
depend on how full the flight is, and when
you make your reservation. The result is a
tremendous difference in prices. In one
investigation, Le Monde newspaper made
enquiries at different times about Air
France tickets on the same flight from
Paris to New York in economy class. They
were quoted 17 different prices, ranging
from €467 to €322S.
Airlines justify these variable pricing
policies on the extremely nar row profit
margins of the business. To illustrate this,
EasyJet use a graphic which shows the
seating plan of a plane with 155 seats.
They need to sell 39 of these seats to
cover airport costs. 37 seats go in fuel
costs and 15 to pay the pilots and crew.
That leaves just 9 seats for profit.
Another airline, RyanAir, blames
special extra fees for pushing up the
pri ces . For example, each passenger pays
50 cents for the wheelchair that the plane
is obliged to carry and since the attack
on the twin towers in 2002, €5.29 for
insurance against the risk of terrorism.
However, it is also true that if your
lu ggage is just over the allowed weight,
or you have an extra piece of luggage,
they wi l l charge you a fortune for 'excess
baggage'. At the same time you can't
cla im a refund if a flight is delayed, but
if yo u're five minutes late for check-in,
they won't let you through and you'll miss
your flight.

2 Com pl ete th e following se ntences based on th e information in th e arti c le .

a If you book your ticket at a diffe re nt time to anoth er passenger, th e pri ce of your ti ckets

b If th ere isn't mu ch demand for sea ts on a flight, the pri ce

c YOll will onl y have yo urself to blame if YOll . c1ea l.
d If they only sell 91 seats, profit.
e EasyJet don't make a proht on a Right if .. .......... seats left.
f If YOli ha ve an extra bag,
g They won't let you get on your Right if ..

3 \Vh at is your experience of trave l? Te ll your teac her or th e oth e r students in the class.

13 AIR TRAVEL
4 The ve rbs in each of th e fOllr lists below ofte n accompany th e nouns on th e right. One ve rb in each
list is wro ng. Delete the ve rbs wh ich are wrong.

get cover cost adjust

buy estimate do increase
offer .. a good deal reduce .. costs pay .. a fortune reserve .. the price
see increase make lower
negotiate delete charge reduce

5 Usc the ve rb + noun combimltions in 4 to com plete th e sen tcnces below.

a It is difficu lt to wi thou t customc rs chan gi ng to suppli ers who are
c heape r.
b Nowada ys if YOli need to Ay somewh e re YOli ca n ahyays on th e
In tern et.
c Compa nies use computers to . , bu t in fa ct th e}, often create more work
and are expe nsive.
d It is not possible to wi th ou t ha rd work and good luck.
e Low-cost a i rI in es if yo u book just before you travel, so you should
make your reservation well in ad va nce.
f Some cut-p ri ce airl ines on th eir web pages, but often th e re are a lot of
hidden charges, so th ey are not reall y as chea p as they seem .
g Airlincs say tha t extra cosl's whi ch they can ', con trol of an "l ir ticket.

THE NEGOTIATION GAME

1 : You are going to play a game in whi c h YOll have to negotiate th e pri ce, qua ntity, delive ry
tim e, paymen t terms and guara ntee period of a prod uct to ga in points. Befo re yo u play, listen to two
peo ple playing the ga m e as an exam ple.

Fluency
2 Work with a pa rtn e r. First of all , decide what th e prod uct is.
Speaker A, You are th e buyer. Look at th e instructi ons and chart on page 136.
Speaker B, You are th e sell er. Look at th e instru ctions and cha rt on page 141 .
13 AIR TRAVEL B (b) , I'll go on Wednesday and re-schedule
a couple of meetings.
LANGUAGE LINKS A What about getting to the airport?
B If Derek is free, (e)
Phrase Bank: A ir travel
A And if he isn' t?
Is this where I check in for flight BA 2641 B Well if you're available,(d)
15 it okay if I take this bag on as hand luggage? A Sorry, I ca n't.
Did you pack your bag yourself? B (e)
Could you show me where the available seats are? A How are you getting into town ?
The flight will be boarding at gate number 23 in 20 B Unless I'm pushed for time, (f) .. . .. . It's very
minutes. conven ient because there's a stop nea r th e hotel.
Have a good flight. A O h, wi ll you stay a t Thc Majestic aga in '
B I wi ll (g) . It might be difficult with the
conference on.
Vocabulary A You'd better get on and make some reserva ti ons.
B Yes, (h) , I'll gel on th e In tcrnet or give
Negotiating
them a ring before I go to lunc h .
1 Complete the dialogue wi th the words in thc box.
Air travel
10% accept business deal deliver discount
do more order payment price up 1 Imagine you are Ayi ng from Europe 10 thc USA.
Number the following events in a logica l order.
A Okay, we wa nt to do (a) ..................... with YOIl , but oa Book your Aight ovc r th e Intcrnet or by phoning
wc need to tal k about the (b) th e ai rlin e.
B Wcll, the catalogue price is $30.25. o b C heck in at least 45 m inutes beforc yo ur Aigh t.
A I know, but we're ta lki ng about a big (c)
here. If we order 100 units, for example, what
o c Go through the metal detec tor and wait for your
Right to be annoll nced.
(d) will YO Il give me? o d Fasten your seat belt and take off.
B lf youordcr (e) than 100 units, I'll give o e Show your boarding pass at th e boarding gale and
you a di scount of (f) . get on th e plane.
A 10%. And for 150 un its? o f C heck the details of your rese rvatio n and sea t
B For 150 units, I'll go (g) to 12%. assignmen t.
A
Il
12%. That sounds good. Wh at about (h )
Payment is withi n 60 days.
? o g Dominate th e arm rests!
Oh Go through Cllstoms.
A Er, if you let us pay withi n 90 days , I'll (i) . Oi Take a taxi to you r hotel.
a lower discount ... say 10% on 150 units.
Il So, you're sayi ng that if I offer a discount of 10% on the
OJ Land at JFK airport and get off th e plane.

catalogue price for an order of 150 units, with payment

O k Go through passport control and pick up luggage in
baggage reclaim .
with in 90 days, we'll have a (j) ?
A Yes, we'll ha vc a deal . . if you can (k) 2 Match the parts of the sente nces.
in two weeks. a You should ask for the seat you wa nt when yo u book.
B All right, then. I think we can (I) th at. b It's important to be polite
It's a deal! c There was a traffie jam and I missed ...
2 Complcte the dialogue with the phrases below. d The Aigh t was overbooked, so they offered me ...
e If you don't get a good deal on your ticket, ...
f If your Aight is delayed, you ...
I'll ask you to take me 11'11 just take a taxi then I I ... your Aight
if I can get a room 11'11 ask him to take me 2 ... my Aight.
What will you do 11 '11 take the new metro I 3 . to the check-i n attendant.
If there's nothing on Tuesday I if I can finish 4 ... you can only blame yourself.
this report 5 ... can't claim a refu nd .
6 ... a refund or a later Aight.

A Have YOli got your trip next week organised? a b c d e

B More or less. I haven't actuall y booked anyth ing yet.
A You know it's a long weekend. There'll be a lot or
people trave lling on Tuesday. (a) if you
ean't get a Aight?

, AIR TRAVEL
Grammar Practice 2
Conditionals with will Complete the sentences using one of the verbs below in
If + Present, will/won't + in finiti ve th e correct tense.
o 1fT have time, I'll finish the figures this aftemoon.
• If they don't offer me more money, I won 't acce pt adopt be find have improve
lose need pay phone tell
the job.
will/won't + infinitive + if + Present
a If l see John, l . him what YO ll said.
• He won 't wa it if you arrive late.
b If an yon e to contact me, tell them
o I'll phone )'OU if 111)' mobile works there.
I'll bc back at four.
You ca n use conditionals with will to talk about future c We able to get the 10.14 train if we
events which depend all other things happening. hurry.
d If you my keys, will you let me
Practice 1 know?
Match the parts of the sen tences. e Your English if YOli spend some time
a If you don't leave now, in the USA.
b You'll be late. f I YOll if there's any news.

c If I get a promotion, . g If we within 30 days, will you drop

d I'll buy a betler car .. the price?
e If peoplc arc rude to the grou nd staff, h If BA's policy on rude passengers is a Sllccess, other
f If we make a good offer, . airlines it.
g I'll take longer to get to the ai rport. If he checks in late, he his scat
h I'll put on weight. assignment.
If YOll don't have any plans for tonight, . You .. to hurry if YOll want to catch
J They'll get more work done. your fl ight.
I ... th ey won't be able to get on the plane. Practice 3
2 ... if I go to so many business lunches.
3 ... YOll'lI miss your Right. Write a sentence using the conditional with will based on
4 ... if you don't keep interrupting them. each piece of advice.
5 . if you don't call a taxi now. a YOll should confirm your booking or YOLI won't get a
6 ... if we coincide with the rush hour. good seat.
7 . I'll cam more money. if yO" co"ii"" yO"' yo"'11 get 0 good , ..t.
S ... if they increase my salary. b You should pretend you're not interested in buyi ng
9 ... will you have dinner with me? from them or they won't drop the price.
10 wc'lI get the contract.
c You should apologise to the boss or you will have
a b c d e 9 h ii i problems.

d You shouldn't drink too much on the Right or you'll

have to keep going to the toilet.

e YOll shollld leave for the airport now or you'll miss your
Right.

f You shouldn't be rude to airport ground staff or they

won't let you on the plane.

g You should study something practical or you \\'on't get

a job.

h You shouldn't work too hard or you'll get ill.

You should take the client out to lunch or you won't

get his business.

13 AIR TRAVEL I
4ft*'
l ' HIRING AND FIRING
Hiring or firing an employee is a challenging, emotional experience and a
pathway to possible lawsuits. The decision to employ or terminate someone will
influence you, that individual, his or her family, your team, your customers, and
your stakeholders.
THE IND USTR IA L PHYSICIST

1 Look at the head line below. What do YOli think th e article is abou t?

2 Read th e arti cle to see if YOll are correct. Then answer the questions.
a Do YOLI thi nk the sacking was justified?
b \"'oul d th is be poss ible in yOUI' compa n y or in yOUI' co untry?
c vVhat advice wo uld YOli give to N icola?

3 Find two lllorC verbs in the artic le that me simi la r in m ea n ing to 'sack', W h ic h verb is more form al?

The passive
4 Find sentences in the article tha t are similar in meaning to the following:
a T hey la id her off.
b They ordered he r to leave the factory im media tely.

5 Compare th e two pai rs of sentences in 4.

a \"'hi eh arc active and whi ch are pass ive?
b W ho is mentioned first in th e active sen tences?
c W ho is mentioned first in th e passive sen te nces?
cl Who is the story abou t?
e What is th e advan ta ge of using the passive sentences?
f T hc age nt in th e active se ntences is they. What happens to it in the pass ive se ntences? Why?

114 HIRING AND FIRING

6 Read th e manager's report of th e incid e nt in 2. He uses the passive to sound more obj ective and
form al in style. Complete th e report using the verbs below in the pass ive .

ask give (x 2) inform (x 2) note w arn

RE: NICOLA WILLIAMS

On two occasions in November Ms Nicola W illiams, an employee in the assembly plant,

(a) ......... . that using a mobile phone in work hours was against the company rules.
Both these warn in gs (b) .............. ......... ....... .... by another supervisor, and (c)
in her file. Then, in December, on a further occasion, she (d) . a written
warn ing. Fina lly, on Friday, 12 January at 10.30 I (e) . . ....... ........ of a problem on the
f actory floor. When I arrived there, I found a lot of noise and shouting going on. Ms W illiams
was usin g her mobile phone to participate in a rad io phone-in programme. Apparently she
had won a prize. I asked her to put the phone down immediately, and to come in to my office.
I decided to terminate her employment, and in the presence of Ms Jones, my deputy, Ms
W ill iams was told that she was being sacked. She became hysterical and abusive, and
(f) .. to leave the factory immediately. She (g) .. that her
possessions would be forvvarded to her by post.

7 In wha t way are th e details about the incide nt diffe rent?

8 Im prove th ese short texts by c hanging one verb to the pass ive in each text.
a They have laid off over 35 ,000 people in the last five years, unemploymen t is rising, and th ere are
soc ial problems in the region .
35, 000 people have been laid off in the last five years, unemployment is rising, and there are social
problems in the region.
b T he busin ess is a great success. They are hir in g new staff and it is expan ding fast.
c As there was a recess ion and the number of orders decreased, they closed one of th e factories.
d To improve margin s, it is making th e new model in Hungary, wh ere labour coslo;; are lower.
e Ford has severa l plants in Europe . O ne of them is in Va lencia an d it produces the Escort there .
f They have announced plans for the new indu stri al esta te . It wi ll cover ten hectares an d create space
for over 15 business ventures.

Discussion
9 Work in groups. In what situ ations do
you think sacking is justi fi ed? Think about th e
following:

dishonesty disrespect to superiors

inappropri ate dress
indust rial action (goi ng on strike)
not meeting objectives or achieving results
pu nctuality reveal ing company secrets
violence

Add your own ideas, if you like.

14 HIRING A ND FIRING
 APPLYING FOR A JOB
1 14·2 1 Listen to fOll r people talking abou t their approac h to applyi ng for
a job. 'Ioke nolcs and match the people on th e lefl to the summaries belo\\'.
a I'm looking for a chan ce to develop and demonstrate l11t..!!uc potential. 0
b My qua lifica ti ons and ex peri ence speak for themselves. U
c J'm so brilliant at whatever I do, they would be lu cky to have me workin g in
their compan y. D
d Th ere may be people with better qualifications and experi ence, but no one is
morc enthusias t"ic or hard working tha n me. D
2 Which speaker(s) do you agree with' What approach did yo u lise 10 gel your
presenl job? Does Ihe ap proach you lise depend on the job?

3 Rcad the following extracts from letters of applicalion. Malch thcm to the
Slim maries in I.

I am very keen to work for your company because of its excellent

reputation. I do not have the specific qualifications or experience
referred to in your advertisement. However, I am applying because I
feel I am able to make up for this through hard work and willingness to
learn.

ii If YO ll beli eve in th e pursuit of exce llence, then I am inte rested in joining

your company. I set high standards for myself and expect them from oth ers,
especia lly the organisations that I work for. I look forward to an opportunity to
add to the list of already outstanding achi eve ments, which arc outlined in my
CV.

ill From my DI. you will see that five years at a chemicals multinational have given me a solid
business background. I am responsible for my department's logistical planning, which has
developed my organisational skills. However, I am now looking for opportunities for further
development and responsibility, which my present employer cannot offer.

iv As a commercially aware and linguistically trained university graduate. I have a

broad range of employment experience at blue-chip companies in both the USA and
Europe. I am dynamic and creative, with a strong team spirit and leadership qualities.
I have a proven record of working with individuals at all levels through highly
developed interpersonal and commullication skills.

Reading between the lines

4 Read the extracts in 3 aga in . There arc certain formal phrases peoplc lise in
letters of applica tion to tal k about their qualiti es and ach ievements. Underline
phrases whic h mean the following:
a I'd rea ll y like to wo rk for YO ll because you're such a great company.
b If )'olilhink doing things well is important, I'd li ke to work for ),Oll.
e I don't reall)' have the profi le of the ideal candidate.
d I've worked with many different, important compani es.
e I' ve shown I can wo rk wi th all kinds of people and get on with everyone.
f I look after th e practical da),-to-da), aspects of departm ent organisalion.
g I want a new iob because my company probably won 't be abl e to promote me.
h I have five years of international business experi ence wo rkin g fo r a chemicals
company.

5 Usc some of the phrases in 3 to write a parag mph introducing yo ur own CY.

" 14 HIRING AND FIRING

A JOB INTERVIEW
1 Read the job advert and CV below. Wh y do YOll think Sara applied for the job?

MULTIN ATIONAL FOOD PACI(A GING EQU I PMENT MAN UFA CTURER
see ks I nternat ional Sales Manager to call an Europe an d Lati n America.

Base $80K and com mission, full benefit s an d expenses.

Prefers: fluency in one or more fore ign languages.

Send resume with cover letter indicating citizenship and salary requirements .

CURRICULUM VITAE

NAME Sara Verkade

ADDRESS 5B, Stoppard Drive, London SW16
---
TELEPHONE Tel : 353 865 344872
E-MAIL sara.verkade@gmz.net
DATE & PLACE OF BIRTH 23 .7.78, Maassluis, The Netherlands
MARITAL STATUS Single
NATIONALITY Dutch
QUALIFICATIONS September 1996 - July 1999
BComm, Marketing Management, Haagse Hogeschool, The Hague
EMPLOYMENT HISTORY June 2000 - present
Management Team Co-ordinator, Helena Rubinstein, L:Oreal
Organising meetings, events and con ferences. Analysing sales figures and
producing relevant reports and charts. Customer relations and responding
to complaints and queries.
June 1999 - June 2000
SPC Professional, Sales Product ivity Cent re, IBM Sales team support.
Research, pricing and proposal-writing on million-dollar bids.
LANGUAGES Du tch, English, German, Spanish
--- ------- ----
tT SKILLS Proficient user of Microsoft Office suite
-------- - - -

2 2.18 Sa ra was inte rviewed for th e job. Listen to the

interview. Questions a-i below are typica l in an interview
for a job. Which of the questio ns does the inte rviewer ask?
(He does not use the sa me words.)
a W hy did YOll apply for thi s job?
b Wh y should we employ YOll'
c When are yo u free to start?
d Does YOUT prese nt employer know tha t you want to leave?
e Have you ever done anyth ing li ke thi s befo re?
f How do feel abollt trave ll ing?
g How good are yo ur com puter skill s?
h W hat are your language skills like?
Do you have any questions?

3 Do you think the in terviewer was fa ir in the interview?

Do you think Sara got the job?

14 HIRING AND FIRING

Asking for clarification
4 Listen again and com plete the phrases below.
a 110\\' much lllanagerial ex per ience do YO LI hJ\'c ? It's .
. yo ur CY.
bYes. yo u're the leade r of a team?
c Oh, I see. ........................ of personal assis tant?
d But.. ,.... a manager?
e ...... In yo ur
previolls position , YOll we re 'an SPC professiona l' . What .
.... .... -.- ......?
f YO LI were directly involved in sales?
g So,
............ involve?
h Ca n specific, pl ease?

Fluency
5 Writ e a brief CV for yo ursel f and give it to your partner. T hen take it in turns to interview eac h other
for th e job Sara wanted or anot her job. Ask for clarifi cation of th e de tails of th e CY.

WHAT ABOUT THE WORKERS?

1 What is happ enin g in th e photograph on th is page? I-low do you think this situ<1tion relates to
e mployme nt a nd staffing?

2 Work with a partner. You will each read an artic le relating to th e employment situation in a country
and do th ree exe rcises. Wh e n yo u have finished, turn back to thi s page.
Student A: Look at page 136. Student B: Look at page 137.

3 T he noun I verb co mbin ati ons in th e box we re in th e articles in 2. The verbs we re in th e pass ive.
Can you re member the sentences? Tell your partne r.
A
conditions I agree firms I contact salaries I negotiate staff I pay survey I carry out

B
anyone I sack country I bring offers I put reforms I defend strike I call

Discussion
4 Discuss the fo llowin g questi ons in relati on to your country.
a What a re th e laws about unempl oyment benefits? Do yo u think th ey arc fair?
b What righ ts do workers have? How do th ey affect em ployment?
e Wh y do you thi nk th ere is a shortage of ski lled workers? Do you th ink th e use of te mporary labour is
" good solution to the proble m?
d 'It is increasingly difficult to provide people with jobs for life.' Do yo u think this is tru e?
1 HIRING AND FIRING 2 Combine one word from column A with one word
from column B to comp lete each se ntence below.
LANGUAGE LINKS A B
electronics application
Phrase Bank : Asking for clarification written secrets
Now, can we just check out some details? job position
Does that mean . . ? company rights
But do you/are you ... ? wo rkers' needs
It says on your (v/in your e-mail that ... What exactly job security
does that mean?
previOus workers
What does ... involve?
skilled warl1Jng
Could you be a bit more specific about .. , please?
temporary staff
unemployment benefits
staffing industry
Vocabulary
a For young people is not usually as
Procedures important as a good salary.
1 Matc h th e parts of the sentences. b We gave the employee a for arriving
a She was employed . late to work two days run ning.
b The incide nt was reported . c In the summer there is more work so we have to take
c John was consulted . on m ore people to meet ou r
d The staff have been inform ed .. d He was accused of reveali ng to a
e She was sacked . competi tor.
f The co ndi tions were agreed. e A h und red years ago did n't exist
g He didn 't accept the offers which were put. because the re were no uni ons.
h Th e worker \vas inj ured . f You always have to include a CV in your
The Aight was delayed .. .
J The pass ive is llsed ... g Education is important becatlse industry n eeds a
supply of
I ... on a temporary basis.
h Was yo ur a full-ti me post?
2 ... about th e decision.
In many countries there are no for
3 . for writing reports.
people who have no work.
4 . for steal ing offi ce stationery.
At C hristmas, shops take on because
5 . to him by th e employment office.
it's a busy ti me of year.
6 .. . by the bad weath er.
k The is an important sector of the
7 ... to the supervisor. local economy.
8 at a company wide level.
9 . of th e n ew working hours. 3 Reorga nise the letters to form words to comp lete the
10 . .. by an explosion in the chemical plant. sentences.

a b c d e 9 h ii i kasc
dafi fof
veritw ine
revbal
ke mart
nowd
girinf

a Two hu ndred workers at th e fac tory have bee n

because of the bad financ ial situation.
b T his mobile phone is the smallest on the

c I asked her to put the phone and come

into my office.
d They can't YOll without giving you at
leas t hvo wa rn ings in writing.
e someone is one of the most difficult
things a manager has to do.
f The first th ing you have to do is give the em ployee a
wa rnmg.
g How di d yo ur go, then? Do you think
you go t the job?

14 HIRIN G A ND FIRI NG
 Grammar
The passive
The object in active sentences becomes the subject in passive sentences.
Active Passive (to be + past participle)
Someone services the machine every year. The machine is serviced every year.
They have closed down (ive factories. Five factories have been closed down.
They decorated the offices last year. The offices were decorated last year.
They are encouraging her to apply for the job. She is being encouraged to apply for the job.
They don't clean the office on Friday. The office isn't cleaned on Friday.
You often use the passive to put the important information at the beginning of a sentence. The passive ca n be morc
impersonal than the active. For this reason, you ca n use it in formal documents suc h as reports.
You can use by to emphasise who or what performed an action.
• The book was written by Peter Hudson.
• The equipment is damaged by prolonged exposure to sunlight.

Practice 1 Practice 3
Reorganise the words to make correct sentences. Answer the questions using a sentence in th e passive
a June was at the contract the signed end of and by.
a Who was the inventor of th e light bulb?
b sacked slowly Sheila was working too for The light b"lb'''I.
ihvehted by Tho""", idi,Oh.
b What currency was the replacement for the peseta,
c damaged fire the the in was office franc and lira in 2002?

d workers accident injured were the in some c How many countries form the United Kingdom?

e mcaSllTes announced th e have new been d Who is the author of this book?

f staff employed new no yea r this be will e Who is the owner of this book?

g redesigned corporate IS image being our f What type of heating have you got in your office - oil,
gas or e lectric?
h salaries increased year have this been our
g Who was th e director of th e film Some Like it Hot?

Practice 2 h Which company was the original manufacturer of the

Rewrite the sen tences in the passive. PC?
a They have cancell ed the order.
The ofder Answers at foot of page.
b Thcy haven't finished the nelV building.

C Someone told him about the meeting.

d Someone stole th e plans for the new engine.

e Someone will pick you up at the airport.

f They didn't ask him if he lVanted the job.

g Did anyone tell you about what happened at th e

meeting?

h They hold a sales conference every year.

lI\l91 'l Jap JlM All'S

UOlll!S p mOl J q
(£ aOljoeJd ) SJah\sUV

1 14 HIRING AND FIRING

Here are some basic rules on time management:
Tell people how you want them to work with you, or how to use your time.
Return the favor, treat their time as you want your time treated.
No meetings without agenda.
No long documents without a short summary.
Make sure you know what is expected of you.
STEFAN TCPFER, CEO & CHAIRMAN OF W INWEB (HTIP:IIWWW.
SME-BLOG.COM/CATEGORY/HOW-TO/MANAGE -YOUR-TIME)

Collocations
1 Put vowels in th e spaces to compl ete the verbs below.
s p _ nd I
s v I money
",_s t I
h v I time
n v_ st I
2 Compl ete th e sen tences using words from I. Are they true for yo u?
a At work, I a lo t of time on the ph one to people and a nswer ing c-mai ls.
b I plan m y day carefull y. If you prepare thin gs we ll , you can a lot of lim c.
c I don ' t Ill llch tim e for m yse lf, b ut whe n I do , I like to get SOm e exe rcise.
d Com puters should make you m OTC effi c ie n t, but th ey can a lso make YOli tim e.

Discussion
3 Disc llss th e followin g qu esti o ns with a partn er.
a Some people say 'Time is money'. Do you
b In what ways do )'Oll thi nk )'Oll waste o r save ti me a nd mo ney?
c \-\lh at are YOU T working hou rs? If YOll could choose, how wo uld YOll orga nise yo ur working hours?
d \¥ hat do YO LI thin k of Stefa n Tbpfer's bas ic ru les of tim e management?

THE NEW DATABASE

1 Match th e wo rds and phrases on Ih e Icft wi th th e definitions on th e ri gh t.

a deadline 1 a hold-up
b a delay 2 point in time by which something must be done
c behind schedule 3 late
d timeframe 4 period in which something is expected to happen

2 2.19 Listen to th e conve rsa tio n and answe r the questions.

a Wha t problem is th e conve rsat io n about ? c Whe n is it going to be ready now?
b Whe n was th c syste m supposed 10 be onl ine? d W hat do you think of th e IT tech n ician's atti tude?

3 Listen aga in and co mpl ete th e p h rases with one wo rd for each ga p. Con trac ti ons co un t as one word .
a \Ve're wo rri ed because it's
b We ll yes, I'm sorry abo ut .. , but th e re ha ve been some proble m s ..
c ... th e syste m was sup posed to be online last October. YOll
• ,md it's no\V Februa ry.
d not co mpatibl e with th e new d es ign . T hat means we have a
e What d o youlllea n ? How
... ............ ?
f Are yo u saying that for all thi s is now next October?
g Can YOll guaran tee th at yo u're giving uS priority on this? \Vi ll
.. ?

lS TIME I
 4 Complete the phrases so th ey are tru e for you. Then co mpare you r ideas with your teac her or a
pa rtn er.
a It ta kes me ............................................ to get to work in the morni ng.
b I meet my deadlines .
c In my company we ... timeframes for getting thi ngs done.
cI W hen people are not on time for meetings .
e IT projects .. behind sc hedul e.
f At work th e sc hedules for proj ects are .
g When things are delayed I ..
h In my co untry, ....... on tim e.

THE MYTH OF TIME MANAGEMENT

1 2.20 Listen to a talk on the topic of tim e management. The spea ker deals with the topics bclow.
Put th em in order.
[II In troduction - Does tim e man age m ent work?
o Dealing with inte rruption s
o Defin ed tasks v. problem-solving
o Factors beyond our control
o Making useful in vestmen ts in time
2 Complete eac h of th e ga ps in th e text with a word from the box. T hen listen again to c heck your
answers.

box efficient expectations intelligence internet operators problem tasks

Good afternoon. The subject of my presentation today is
'The Myth of TI me Management'. Why is it a myth? Well,
there are thousands of. books an d (a) ... . .. . courses
on the market which are designed to help people be
better managers of their time. They all suggest techniques
for using our time more efficiently. They recommend
making 'to do' lists, prioritising, and not answering the
phone as ways to make us more ti me (b) ..
But do these techniques really work?
Well, they say that time is money. Th at may be true,
but time is certainly not like other resources which we
manage, such as materials and machines. It is much more
complex than that because use of time depends to a big
extent on personality and attitude. Sometimes we can
change our own behaviour, but time management really
depends on changing the behaviour of other people
around us and the demands they make on our time. At
best, this is difficult, but more often than not it is beyond
your control. As a result, you can be a very efficient user
of your time - disciplined, organised and choosing the
right moment to do vital (c) . - yet still feel
stressed and overworked. To be honest, in many cases, this
is simply because you are being asked to do more than is
possible in the time available.
This leads me on to the next point, because in fact,
time management is frequently about making choices
that in reality we don't have. One of the recommended
techniques is to close your door at certain times, or leave
your voice (d) . to deal with calls. That's fine,
but if interruptions and dealing with unpredictable human
problems are part of your work, then those techniques
don't help very much.
Another time-management technique is to analyse
what you are doing and decide if it is important or not.
Well, I think most people of average (e) ..
can normally distinguish between activity w hich is useful
and activity which is a waste of time. Unless they dislike
their job or their employer, they w ill do useful things in
their work time. In fact, often the problem is feel ing guilty
about using time to think or acquire skills and ideas which
are not immediately productive. What apparently is a
waste of time, is actually extreme ly useful because in the
long run, it will make you more efficient.
Time management may work with jobs w ith very
defined tasks, where procedures and processes are very
clear. Machine (f) for example, don't have
to worry much about managing their time because the
pace of work is imposed from outside. On the other hand,
if you are faced with a task which involves creativity or
(g) -solving, how to go about performing
the task may not be clear. It could also be that you are
in a job where you lack either the necessary skills or
appropriate training to carry out your duties.
I will go on to look at these different aspects of tim e-
use in more detail, but we have to remember that there
will always be more work than time. This is what keeps us
employed. How effectively you use your time is to some
extent a question of ability, training and proper planning.
But above all, it is about having a positive attitude
towards your work, combined with reasonable
(h) ......... .. . . about how much you can do.
OK, that's a brief summary of the points I'd like to
cover. Now let's go back to look at the question of how we
can change .....

I 15 TIME
 Discussion
3 Is th e speaker for or again st time manageme nt tec h niques? Do YOLI agree? VVhy/why not?

4 Underline four ph rases in th e sc ript wh ich ca n be useful in a prese ntat ion.

S How well do YOll manage YOUT lim e? Complete th e 'You ' column wi th approximat e pe rce ntages for
the time you spend on the different act iviti es. Add other activi ties, if necessary. 'T'h en complete the 'Your
partner' column by asking I-low much lime do you spend 011 ... ? T hen chan ge round .

Activity You Your partner

planning & delegating

meetings
correspondence
telephoning
reading
dealing with problems

100% 100%

What differences are the re between th e way YO ll and you r partner manage yo ur ti me? \Nhy do YOLI think
this is?

JUST IN TIME
1 Read the article and an swer th ese questions.
a How did AOL try life witho ut tim e?
b Wha t was the aim of the experinlC nt?
c Why do companies lise time as a measu re of productivity?
d Wh y is th e norma l work ing tim etable (nine to five ) in effi cient?
e W hat was the result of th e experiment ?

LIFE WITHOUT TIME

How dependent are we on time? Is life without clocks less stressful? people carried on as normal, although some took advantage of the
One company decided to find out. At AO L, they removed all the opportunity to have an early lunch.' Another said 'This is great. It
clocks from their UK headquarters. Then everybody carried on makes sense to be able to work when you need to and leave the
work ing as usual. office when you don't.' On the other hand, one secretary found the
They wanted to investigate how pressure of time can lead to experience'disorientating'. However, one office manager was in
stress, and to see how an environment without clocks would affect no doubt: 'Thank goodness we are going to bring the
productivity. They say that time is money, and most companies use clocks back tomorrow. Make
time to control their activities because it is easy to measure. On the no mistake, a clockless
other hand, humans have a biological clock which doesn't necessarily office leads to chaos.
correspond to the standard eight-hour working day. We are more Some people may be less
productive in the morning, and then our efficiency tends to drop off stressed without clocks,
after lunch. So, if you're feeling hungry, why not have something to but you need to know where
eat instead of waiting for the lunch break? Or, if you've finished your people are and when, and
work, don't hang on until it's time to clock off, just go home. meetings, for example, can
So, what happens when you rely on your own body clock last forever if you don't have
instead of artificial deadlines? According to one worker, 'Most a time limit.'

2 Disc uss the following qu esti ons.

a What do yo u th ink of this experiment? Is it useful , interes ting, or a waste of time?
b How awa re do you need to be of tim e in yo ur job?
c Could yo u work without a watch or clocks?
d Do you have lu nc h e tc. at th e same time every da y?

15 TIME
 Vocabulary
3 Find words and phrases in the articl e which mean th e same as the following:
<I COnlillll e
b fall quickly
c result in
d wait
e

4 Use th e words and phrases in 3 to complete the followin g sentences.

a Time managem ent methods . ................ _to unn ecessary stress.
b In so me businesses, it is difficult to .. ........................ effi ciency.
c When you have to make a deci sion , it's best to . ................ until th e last minute .
d If YO ll in the sa m e job for a long time, you lose inte rest.
e The am ou nt of activity in an office on a Friday afternoon.

S Which of th e sentences ill 4 do you agree with?

6 Look at thi s se ntence from th e articl e on page 97 and answer the qu estions. Thank goodness we are
going to bring the clocks back tomorrow.
a Does the se ntenc e refer to th e past, presen t or future?
b Whi ch of th e following is closest in meaning to lVe are going to bring the clocks back'
We \Vould like to bring th e clocks back .
We are intending to bring the clocks back.
We have to bring the clocks back .
7 Plan how you are going to spend yo ur next working day. Then explain your plans to your partne r like
this.
At 9.00, whe" r arrive at \Vork, I'm going to check my e-mail. Th en .

8 2.21-2.23 Comple te th e following conversati ons using th e verb in brackets w ith eithe r going to
or will. Then listen and chec k you r an swe rs .
Conversation 1
A Where arc you going?
B Well, I've finished eve rything I had to do, so I (a) (leave) ea rly.
A What about th e sa les predictions for next month?
B Oh , I'd forgo tten about that. I (b) .. ...... (start) on th em tom orrow first thin g.
I've arran ged to mee t som eo ne at five .
Conversati on 2
C Have yo u planned Mr Logan's visit? What about IUllch tomorrow?
D [ (c ) (take) hi m to T he Redwing.
C I seem to rem ember he's a vegetari an.
D Is he? In that case, I (d) . ............................. (phone) to check th ey have a vegetarian me nu.
Conversation 3
E Is everything confirmed for your trip to San Se bastia n?
F Yes, th e plane goes to Bilbao. I (e) (take) th e train from there.
E No, don't do that it takes foreve r. The bus is much faster.
F Is it? Well , I (f) . (take) th e bus, th en.

9 Read th e conversations again and look at how will and going to are used . Unde rlin e the co rrect
option in the following se ntences.
You can use will or going to to talk about decisions an d plans:
a Willi Going to shows th at you are making a dec ision now.
b Will i Go ing to shows that yo u made the deci sion ea rl ie r.

15 TIME
10 with a partner. Ha ve sim ilar co nversations as in 8 lIsin g the promp ts below an d following this
pattern:
A Say wha t YOll are going to do. I'm going to walk to the station.
B Me nti on a pro blem with th e plan. But it's railling.
A Read with an altern ative plan lIsing lVill. Oh, in that case, f'l/ take a taxi.

Plan Problem Alternative

walk to the station it's raining ?

attend Japanese classes you're too busy - you'll miss classes ?
buy a bargain computer it's an old model- it'll be obsolete very soon ?
give up smoking you'll get fat ?
get an easier job you'll earn less money ?
take a taxi to the airport the taxi drivers are on strike ?
take up roller skating it's dangerous - there are lots of accidents ?

WASTING TIME
Collocations
1 Match the wo rds to make fo ur co mm on collocations.
a bottom I balance
b delica te 2 ca ughl
c gct 3 time
d waste 4 line
a D b D c D d D
2 Use the colloca tions in I to complete the a rl icl e.

wasting Lots of people are so afraid of getting caught, they never (a)

it
at work. They wo rk the entire eig ht hours. They are right t o be afraid. There is a
(b) . between not doing any work and doing too much. The
(e) is you must get your work done. If you start wast ing hours at a
time, you'll (d) .. .... . To be an effect ive time waster, you have to find small
WORK ways t o eat up time. Remember, yo u can't waste the company's time if you don't work for
the company. However, with a little effort, no one wi ll ever know how little you do.
Source: www.vg g.com

3 Here are th e headings from th e res t of th e article. W hat tips do YOll think the aU l'hor gives und e r
eac h headi ng?

8e slop py The Internet • Meetings

The computer Office conversations

4 Look at page 138 to see what th e au th or reco mm end s.

5 Co mplete the sen tences be low with wo rds or phrases fro m th e text on page 138 that mea n th e same
as the words in brackets.
a 'Your papers are .' 'Yes, but I know where everyth ing is, so don' t touc h anyth ing.'
(untidy)
b Before ma king an important call , YO li should tim e to prepare it. (reserve)
c I only lise th e In te rn et to get specifi c info rm ati on . I don' t have tim e to th e \\feb.
(move a round frolll lin k 1'0 lin k with no particul ar a im )
d My job requires a lot of , so I need a good Inte rn et conn edion. (informatio n sea rch ing)
e Peopl e who always an d agree with everything arc no lise at Li ll . (move head lip and
down )

6 \\fork wi th a partner. \'Vhai' othe r ways of wasting tim e can you thi nk of?

1S TIM E
 15 TIME 2 Complete the sentences using th e correct form of the
words in brackets.
LANGUAGE LINKS a Most people better in the morning.
(performance)
Phrase Bank: Presentations b A psychologist is going to the staff to
Good afternoon. The subject of my presentation see how they work. (observation)
today is ... c Time management wi ll not be
This leads me on to the next point .0. impressed by the results of the experiment. (spccialise)
I will go on to look at these different aspects of time-use
d We are not so after a good lunch.
in more detai l, but ."
(production)
Okay, that's a brief summary of the pOints I'd like to
cover. Now let's go back to look at ... e They .. . to reduce the work ing week to
35 hours in some countries. (intention)
f Have you what to do about the
Phrase Bank: Talking about time situation? (decision )
It's behind schedule. What is the situation?
g The . went on for hours and the
I'm sorry about the delay but there have been some
meeting ended very late. (discuss)
problems.
How long is it going to take? Grammar
I think we should be ready by .. be + going to + infinitive
It shouldn't take longer than that.
Will it be on time?

am
'mnot
Vocabulary
You
Working conditions are
We going to apply for the job.
1 Combine one word from box A with one word from aren't
They
box B to complete each sentence below.
He is

A B She isn't

realistic planning
eight-hour deadline • • U U...
long forecasts
you
sales line
forward hours Are/n't) they
bottom day we going to phone later?
Is(n't) he
a Monday is too soon for us: next Friday is a more she

b The traditional does not suit our You can use going to to talk about intentions and decisions
natural daily rhythm. you have made about the future before the moment of
c According to our . we are going to sell speaking.
over 20% more next year. • We're going to open a new office in Berlin.
d In any business the is that you have • I'm going to ask for an application fonn for the new
to make enough money to survive. post.
e You should give priority to important tasks such as
. and problem analysis. going to or will?
f In the UK, people work but their
You use will to show you are making a decision at the
productivity is not as high as in France or Germany.
moment of speaking.
A Could I speak to Mr Gomez, please?
B I'm afraid he's out at the moment. Can I take a
message?
A No thanks, I'll phone later.

I 15 TIME
Practice 1 Practice 3
Write se ntences using going to and the word prompts. Complete the responses with the verb in brackets llsing
a this evening / meet / frien ds / a dri nk. either going to or will.
4(i.t':'.k.... a We've run out of toner for the photocopier.
b they / employ / more staff / deal with the new order Have we? I (order) some
more.
c you / meet / me / airport? b What arc your plans for th e weekend?
We .. (visit) some friends in
d what / YOll / say / at / meeti ng? the country. Do you wan t to con1e?
c Did yo u remember to book the hotel ?
e next year / I / study / German No, I forgot! I (phone)
them now. I hope they still have some room.
f he / look for / new job d You should consult George about the production
problems.
g she / not / accept / our offer I've already mentioned it to him . We
(discuss) it this afternoon.
h we / take / train / bus? e Have you seen their offi ces? They're miles from
anywhere in this really old building.
Yes, I know. But they
Practice 2 (move ) to a new place next year.
Read the sentences and make responses wi th will and an f I'm dying for a cup of coffee.
idea from the box. All right, I (make) you
one now. Do you take sugar?
ca ll the office and apologise g Why arc yo u working so hard?
take the team out for lu nch Because I . (leave) on time
ta ke a taxi back to the office to co llect them today, for a change, and I want to fini sh this before I
take an aspirin and go home go.
switch it off
ca ll the IT department
h I have to go to the airport and my car won't start.
ask her for her business card Don't worry. I (lend) yo u
mme.
a Your sales team has met its ta rgets for th is month.
rn.t'l.... ... Practice 4
b You're at a meeti ng and your phone ri ngs. Complete the conversation using the words in the box.

c Your computer has just crashed. do easier informati on learn someone

start strategy time urgent
d You've forgotten some important documents for a
meeting. A What are you doing?
B I'm putting th is custo mer (a) into the
e You suddenly have a terrible headache and fee l sick. database.
A Wh y don't you get (b) else in your team
f You see an im portan t client at a conference and you to do it?
ca n't remember her name. B Well , it's (c) if I just do it myself.
A Yes, but if you do it yourself, they'll never
g You've overslept and you're going to be late. (d)
B Yes, you're probably right. I'll (e) that
next time.
A Anyway, have you fin ished the marketing
(f) for the new product la ll nch?
B No, I'm going to (g) that this afternoon.
A Oh , come on! It's really (h) . We're all
waiting for it.
B I know, but I haven't had (i)

15 TIME
/'1'..,
vI1
i
SI' 16 GETTING THINGS
Often, a telephone call is required to get things done, possibly to someone you
haven't spoken to before. You imagine that person doesn't take calls, is very
frightening and hates you and your ridiculous plan. But most people are glad to
hear from new people, as it adds to the richness of life.
GUY BROWNING THE GUARDIAN SATURDAY JU NE 4, 200S - HTIP://WWW. GUARDIAN.CO.UKlW EE KEND/
STORY/O" 149743S,OO.HTML

ASKING FAVOURS
1 ... Complete th e extracts from two conve rsa tions below whi ch take place in an offi ce.
Then listen an d co mpare yo ur answe rs.
Extract I
A I. go to th e Pos t O ffice to pick somethin g li p and it's
lend me your umbrell a?
B Of cou rse . As long as
Extract 2
A T he th in g is th at I need . where we won 't be in terrupted. li se
yo ur office?
B All rig ht, as long as . I've got a m eeting m yself.
\Nhat's th e d ifference betwee n Could J . .. ? a nd Cou ld you .. . ?

2 \-Vork with a partn er. Act Ollt co nversa ti ons lIsi ng th e prompts be low. Use th e conversa tion s in 1
as a model.

Problem Request As long as ...

phone home / mobile batteries flat use / your mobile just a short call
send an e-mail! computer not working use I computer not take too long
be at airport at five! taxi services not answering give flift get back before six
post a letter! can't leave the office post it on your way home have it ready by five o'clock
translate this letter! no dictionary borrow yours get it back by this afternoon
take notes! no pen lend me one give it back later
make copies! photocopier not working take / photocopy shop answer the phone while I'm out

Saying no
3 It is importa nt to say no to l:I req uest tactfull y. Oth erw ise you ca n c rea te probl ems for th e
future. Listen to the conve rsation and answe r th e qu estions.
a Wha t fa vour docs th e spea ke r ask Ri chard ?
b How does Rich ard react?

4 Use th e ph rases in th e box to rewr ite th e co nve rsa ti on so that it sounds more polite.

I'd take my own, of course, but it's being repaired. Nothing serious, I hope.
What's the problem? Well, actually, I'm not very keen on t he idea.
It's just that I don't feel happy about other people driving my ca r. Oh, all right. Not t o w orry.
 ,
,.

---
Requests, persuasion and threats
5 :, Put the conve rsatio n in the correct order. Then
listen and check your answer.
Jeff
Da ... but on the other hand, if you do it, I'll see it as a
personal favour.
Ob i kn ow, but YOll ca n take th e tim e later on.
D c No, there isn't. Look, I kn ow it's inconvenient, but I can't
think of any other sol ution .
o d Sandra, we need someone to answer the phone from 2.00
til 4.00 while Julia is off sick. Could yo u do it?
o e Yes, in princi pl e, yes. But you never k now. Your contra ct
is up for rencwa lllcxt month. Enough sa id?
D f No, it isn't, and obviously I can't force you to do it, but

Dg Not really. It creates such a bad impression. Listen, I'd do

it myself, but I've gol to be somewhere else.
Sandra
D h From 2.00 to 4.00? It's not my hours.
oi Well , can 't we just put th e answcrphonc on for a couple of hours?
D j Yeah, enough sa id.
D k It's not the time. I'll have to get someone to pick the kids up from school. Isn't there anyone else?
o I I see. I don 't really have Illllch choice, do I? I hope it's just this time.
D m But?
o n ('m sure you wou ld, but it's not Illy problem, is it?

6 Ide ntify phrases in 5 for the followi ng:

a a request c emotional blackmai l
b a suggestion d a th reat

UPGRADE
1 2.28 A passenger is checking in for a Ri ght. Listen to conversation I and answer th e questions.
A Good afternoon, si r.
B Hell o. I'm on Right IB 603. I lVas wonde ring if there's any chance of an upgrade to business class.
A Well, I don 't know. It depends holV erolVded the Right is.
B Yes, I quite understand , but I'd reall y app reciate it if you could have a look. I don't mind paying the
extra. It's just that I've had a really hard day, and it'd be reall y nice to have a bit more space and
comfort.
A Just a minute, sir.
B I'm sorry to put you to any trouble.
A No, that's okay. Oh, yes, there's lots of space in business class. I think we can do it.
B Oh, fantastic. How much is that?
A That's all right, sir. Don't 1V0rry.
B O h, than k you cver so much.
A You're welcome. Have a good Right.
a Do yo u thi nk the passenge r really ex pects to pay for the upgrade?
b Is the passenger polite?
c Does he get what he wants?
cl lJnderline th e phrases in th e conversation which th e passenger uses to sound polite.
2 :; 2.29 A guest is checking in to a hotel. Listen to conversati on 2 and answer th e questions.
a Do you think th e guest's request is reasonable?
b Is the guest polite?
c Does he get IVhat he wa nts?

3 Work lVith a partner. Find conversation 2 on page 152 and act it out. This time the guest is polite.
Use the phrases you underli ned in conversation 1. If you are the receptionist, decide what to do.

16 GETIING TH INGS DONE

I ,
 1 Read th e inform ation about different types of company stru cture and answe r th e question s whic h
foll ow.

Company
Structure
Businesses can be organised by:
• function
• geograph ical area
• product or customer
• project

FUNCTION

Larger businesses are traditionally organised into

departments according to their role. Employees with
similar jobs (functions) are grouped together. E.g.
production, financing, marketing and human resources.

AREA

Some businesses organise their activity according

to geographical area. This is common in large
multinational companies but it might also be
appropriate for medium-sized businesses. E.g. a small
retail chain or a fast-food chain with branches.

PRODUCT/CUSTOMER

This involves organising the business into departments

which focus on different products. Employees with
different skills work in departments according to the
product they are developing. Departments can also be
organised to serve groups of customers with specific
needs. E.g. a bank may have separate departments for
personal accounts and business accounts.

PROJECT MANAGEMENT

Project-based management is becoming increasingly

popular. Employees are grouped in two different
ways, for example by function and by project. In
many cases, this is a temporary arrangement due
to a special project. Project teams have specialised
employees working for them from other departments.
These employees therefore report to two managers
- departmental and project.

a Wh at kind of structllTe does YOllT organi sation have? (Or one you kn olV about. ) Why is it organised
like thi s?
b What are the adva ntages and di sadva ntages of th e diffe rent types of compan y structure? Com pare

I
yo ur ideas with th e ideas on page 142.

CASE STUDY COMPANY STRUCTURE

2 You are going to take part in the meeti ng to decide what th e best orga nisati on for a company is.
Read th e bac kground information below and th en each take a role: C onsultant A, B, C or D.

WILLIAM TUC K ER LTD is a British t ransport and logistics company which was founded

20 years ago. During this time it has grown from a small lorry transport company with 10

employees to become a leader in the sector with a fleet of over 300 trucks.
The company has a structure based on geographical areas with branch offices/depots

distributed over the UK. Each branch has a team run by a manager who is responsible for
a profit and loss account. This structure was efficient in the early days when the company

just had one main ac tivity. However, the com pany has diver si fi ed and provides many

different services. I n t ranspor t, there are large loads, packet delivery and liquid and gas

transport lines. It has also developed logistics support (movement and control of stock)

for t he automobil e and steel industries. These activities have very different operational

needs and the company nee ds t o re-t hink its struct ure. Th e Managing Director has

co nt rac ted fo ur con sult ant s t o advise on how to or ganise the company. •

C onsultant A
You th ink th e co mpany should ce ntralise its administration in a headqu arters. Departm ents should
th en be organised acco rding to th e ma in functi ons in th e co mpa ny - opera tions, fin ance, HR and R&D .
This will make it easie r to establish policies whi ch will ma ke th e company more efficient. C osts can
be redu ced by providing central services such as HR and finance from a ce ntralised headquarters. You
believe th e modern techn ology ma kes it possible to do this fro m a distance.
C onsultant B
You believe th at every part of th e com pany structure must be responsible and accountab le for its
results. You are also aga inst having a large cen tral ad ministra ti on an d recommend that th e company
continue operati ng fro m a small headquarters - any cha nge would cost a lot of money. Your soluti on is
to main ta in th e present stru cture of branch offi ces. Howeve r, certain branch managers with specialist
knowledge and a concentration of a particular activity in th eir area will have a doubl e rol e. On one
hand they will continue to ru n a branch office/depot, bu t on th e oth er hand they will have overa ll
responsibili ty fo r a line or activity over th e whole company. Th is mea ns th ey will have two 'profit and
loss' accounts und er their control. This means th at some middle ma nagers may report to more than one
boss.
C onsultant C
You argue in favour of a 'matri x' organisa ti on where employees report to a 'product li ne' boss in th e
headquarters, as well as to a local branc h boss. This means that produ ct line bosses will have to co-
ordinate with branch bosses to make the mos t effi cient use of each specialist in th e organisation. Th is
will requ ire improved commun ica ti on in the company but will help distribu te the avai lable tale nt and
skills in th e co mpani es to meet th e needs of each bra nch offi ce.
C onsultant 0
Your solution is radical. Your adv ice is to brea k th e prese nt co mpany up into separate co mpan ies with in
a grou p. Eac h separate com pany will ope rate independently and concentrate on one pa rti cular ac ti vity.
This will encou rage co mpetiti on, clear accountability an d profi t responsibility. In so me cases this will
mean creati ng new offices. You believe future growth will be faster as a result because each compa ny
will have th e organisation th at fits its needs. For exampl e, th e logisti cs suppo rt to ca r factori es is more
conce rn ed with stock control in warehouses than transport.

3 Now look at page 139 to read about a similar company in Spain. Is its organisa ti on similar to what
you discllssed in 2?

CASE STUDY COMPANY STRUCTURE

 Gossip is the cement which holds organisations together. Providing communal
gossip tgoslpI
noun a talk or
space such as coffee areas or lunchroom, allows employees to share information,
conversation about knowledge and build relations that benefits both company and the employee.
things that are not
important or about JUDITH DOYLE HTIP:/IWWW.PERSONNELTODAY.COM/ARTICLE S/2000/ 11I22/312SIWORK-Li FE-BALANCE-D EBATES-
other people's
private lives
OVER-SIMPLI STI C. HTML

()o:o1""tlOn from Ma(m,llan

E
1 2.30 Listen to th e conve rsa ti o n
;mel answe r the ques ti ons.
a Why has T ri xy been out of th e
offi ce?
b Vl hat is the news whi ch she hasn' t
heard?
c Is Prescott th eir boss or a colleague?
d Why are they worr ied?
e Wh y don 't they think th at Maureen
wi ll be worried?
f The expression 'There's no smoke
without fi re' m ea ns tha t whe n
people goss ip about so meth ing,
th ere's usually some tr uth in what
th ey say. D o YO LI have an equi va le nt
saying in YOU T la nguage? D o YO ll
th ink it's tru e?

Reported speech
2 Look at thi s sentence from th e co nve rsa tio n in I.
... he said that we were overstaffed.
The origina l statement was You are overstaffed.
Listen to th e conversation again an d co mpl ete th e reported statem ents.
a 'You wi ll have to let some people go.'
Th is consul tant cha p ha ve to le t som e people go.
b ' How man y people does it in vo lve?'
Prescott ... it in vo lved .
e ' It depends on indi vidual performance and attitude.'
He . , on indi vi dua l performance and attitude.
d ' I often see them co min g ou t of Th e Green Mall togeth er:
I'm not saying who. but so meone them in The Green Nlcm together.
e '\Vill you stay beh ind to wo rk on so methin g with me?'
T he o ther day he .. sta), behind to work o n so me th ing togethe r.

say and tell

3 vVh ich of the sen te nces below needs said and whi ch o ne needs lold?
a He we were ove rstaffed.
b He me we were overstaffed .
\Vhat is the mai n difference between say an d tell?

Question words
4 \Vhat words are mi ss ing fro m the followi ng se nten ces?
a 'vVhere are you go ing?' He asked me I was going.
b 'When are yo u going?' H e asked m e I \\'"l S go ing.
c 'Are you going?' He asked me .. 1 was going.
vVhen reporting questi o ns, wh en do yo u lise the word if?

17 OFFICE GOSSIP
Tenses
5 Complete the sentences below.
a 'I'm busy.' He said he busy.
b 'I'll start straight away.' He said he .. ........ straight
away.
What c ha nges do you make to the Presenl Simple in
reported speech? What changes do YO ll make to will in
reported speec h?

6 2 .31-2.34 Look at th e conversations below, Complete

th em with words and phrases wh ic h make sense. Then li ste n
and compare YOU T answers.

Conversation 1
A jeff, a) last month 's
production figures?
B No, jane, I'm b) . Ca n I give
them to you th is afternoon?
A It's no goo d being so rry. There's alwa ys so me
c) . If they're not on m y desk
by four o'clock, I'll have to
e1 ) Mr Bradley.
B Ye s, jane. I'll sta rt e)

Conversation 2
C David, have yo u got f) ? There's some thin g I want to
g) with yO ll in my office.
o What's it aboul?
C Oh, we ll , we're miss ing a laptop h) from th e store.
D What has that got to do with me'
C Well, you are the on ly other person with a i) to the store and.
Conversation 3
E Marie, the fi gures YO LI Ileed are j)
F Thanks, Pedro. Is eve rything k) ?
E Yes, no problems. Would yo u like to I) .. them with me?
F Yes, but I'm a bit m ) . this afternoon.
E Me too. Er, do n) that new cafe they've just opened? It's nice and
0) . We ca n go through them there after p) .
F Oh, I q) so, but I 1V0n 't be able to stay for long.
E Creat. r) ............. th ere at about six, th en?
F Ycs, all right. Sec you lhere.
Conversation 4
G Hi, Monica .
H O h , hell o, jim. s) . things going?
C G reat. In fact, you can be th e first to congratulate me.
B Yes, you look very t) . lVith yourself. What's up?
G I'm th e new u) .. of the eastern sa les team.
H O h , rea lly? \·Vhat sa lary are you on now, the n?
C v) a yea r.
H I can't believe it. Sixty thousand!
C And they're giving me a new w)
H Oh, really? Congratula tions, then. The x) are on you. See you later.
C Yes. Bye .

17 OFFICE GOSSIP
 7 You are at th e coffee mac hin e ha ving a gossip with a colleague. You have ove rh ea rd th e
conversations in 6. Use th e frameworks in th e box to tell you r partne r what you h ea rd. It is not necessary
to report everything.

I heard ." talking to ... ... said that ... . .. told ... that ... ... asked ...

GOSSIP
1 Read th e followi ng n ews article.
a W hat is th e new law?
b Do you think it's a good idea? Wh y/wh y nol?

City Council
gags workers
Municipal employees in th e Brazilian city of Cascavel have been
banned from gossiping during wo rking hours. Under a new law
approved by the ci ty counci l, public employees w ho spread rumours
or gossip about thei r colleagues face the sack. The city says civil
serva nts have the right to work in a professional environment and
claim the new law w ill promote integrity in public offices.

2 Underline words an d ph rases in th e text which mean th e following:

a orde red not to do something
b pass on information which is not official a nd may not be tru e
c be in a positi on where yo u can be di smissed

Discussion
3 Di sCHSS th e following wilh other p eopl e in th e class.
a How do yo u define goss ip?
b Is it always a bad thing?
c Is it possible to ban it?
d Does your compa ny have a policy on gossip? Have you ever heard of a co mpan y th ai does?

117 OFFICE GOSSIP

4 The comments below we re made on a webs ite for office worke rs. Read them and classify th em in th e
table. Then compare your answers with a partn er.

Gossip is good Mixed feelings Gossip is bad

- --- - - ---
OFFICE WORKERS FORUM

o Posted by
James Pittman,
A friendly and chatty work environment makes employees happy. This resu lts
in a better level of work from emp loyees, which means the company makes
England more money. Any employer who bans office gossip wi ll lose money by making
the w orkforce less productive.

o Posted by
Janet Jones, Wales
In my place of work gossip is the on ly way of finding anything out about the
company strategy. The management refuse to talk to most of the staff.

G Posted by There's nothing wo rse than gossip and it's mostly propagated by women
luke McCarthy, who have nothing better to do than YAP YAP YAP.
Austra lia

G) Posted by Gossip isn't a bad thing. Is there another way to learn about office politics? I
Nicole Martin, see it as a healthy activity and part of working in an office.
France

4) Posted by Gossip is w hat someone, somewhere, doesn't want you to know. A delicious
Pieter Groot, pastime unless you are the one being gossiped about. And certainly not a
Netherlands sackab le offence.

o Posted by
Sanjay Patel, India
Having started a new job a year ago, I made an effort never to engage in
gossip. If I'm in a group where gossip starts, I find a reason to leave the area.
It can be very damaging to your career and general workplace relations.

o Posted by
Claudia Weber,
Isn't freedom of speech a basic human right? However, there's a fine line
between harmless and hurtful remarks. I th ink it's best left to individ uals to
Germany decide which is which.

o Posted by
John Mason,
Some of my biggest insights into problems at work have occurred wh i le
chatting by t he coffee machine. Having a (brief) chat about totally unrelated
Scotland matters, although not directly productive, can actually improve productivity
by breaking up the day a little.

5 The phrases below are from the co mments above. COlnpiete th e sentences with yo ur own words and
ideas.
a In my place of work,
b Any employer who ..... will

c There's nothing worse than

d isn't a bad thing.
e I make an effort never to
f A ... work envi ronment makes employees

17 OFFICE GOSSIP I '

 6 You are going to listen to an in terview about office gossi p from a radio programme. The words and
phrases on th e left are from the in te rview. Matc h th em to the defin iti ons on the right.
a dr ive for efficiency I tal king informallv
b sc rapped 2 mob ile refreshments service
e human resources 3 effort to get more work don e
d encouraged 4 seen as positive
e chatting 5 not con tinu ed with
f tea troll ey 6 organisa tion and management of com pany staff
aDbDcDdDeDrD

7 Before yo u listen, decide if you agree with the following statements.

a Companies who provid e an opportun ity for their workers to sociali se are mak ing a mistake .
b People have less tim e to talk to each other and socialise than before.
c The differences between a good job and a bad job are th e social aspects.
d Employees are more productive when th ey are happy.
e Wh en employees share informa tion and knowledge, the company benefi ts.
f Companies should take measures to e ncourage goss ip.

S 2.35 Listen to th e int erview to see if th e speaker agrees with you .

Roleplay
9 Work with a partner and perform th e followi ng roleplay about offi ce policy on coffee brea ks and
goss iping.
Speaker B: Look at th e instru cti ons on page 139.
Speaker A: You are one of th e manageme nt consultants who prepared th e study mentioned in th e
interview in 8. In a cli ent's com pany you sec th e notice below next to the coffee mac hi ne. Try to
persuade th e client to change the policy.

COMPANY NOTICE
Employees may take up to three coffee breaks per day.
Maximum time at coffee machine: four minutes.
• All 'gossip' or discussion of non-work related matters is prohibited .

Writing
10 Complete th e form below.

FROM: Personnel Manager

TO : Managing Director

With regard to the company policy on coffee breaks,

In my opinion,
According to a report by the Industrial SOCiety,

I n the report the author says that

It is a question of balance, but
In conclusion,

17 OFFICE GOSSIP
17 OFFICE GOSSIP
LANGUAGE LINKS
Phrase Bank: Social chat
How's it going?
Where have you been?
Have you heard the news?
What news?
I can't believe it!
Really! Is it official?
Apparently they are going
to ..
That's awful/terriblel
wonderfu IIi ncred ibl e.
Catch you later.
See you there at about six.
Congratulations!
2 Complete the puzzle using the clues below. Som etim es the first letter has
been given .
1 Having communal areas benefits relations in the w
2 We are having a for efficiency. (You also a caL)
3 What this unit is about.
4 Let's make an not to waste time.
5 It's not a good idea to rumours.
6 Have YOll heard the ?
7 There's no without fire.
8 We have banned smoking in thc 0
9 They don't a of people taking long tea breaks.
10 Let's go to the pllb for a on Friday night.
II We shou ld encou rage employees to their ideas.
12 What has happened to the tea ?
I1 P I
2 R

Vocabulary 3 0 I
Relationships at work 4 F

1 Combine one word from box 5 E

A with one word from box B to 6 S
complete th e sentences below.
7 S I
A B
8 I
coffee
company
consultant
room I9 0
human policy 10 N
meeting resources
management machine 11 A
12 L
a Peoplc have the best ideas
in cOllversations around the
Grammar
b The company has hired a Reported speech
to give
advice on improving internal say & tell
co mmuni cations. You can use say or tell to report what someone sa id.
c What do you think about this say + something
idea of removing th e chairs from • He says (that) he is happy in his new job.
the so we tell + somebody + something
don't spend so long talking about • He tells everyone (that) he is the company boss.
things? Tense
d What is the on If YOll lise the past forms said or told, YOll have to change the verbs in the
tak ing coffee or tea breaks? original.
e Nowadays people say Present -+ Past
instead of • 'lUke working 011 my own.' -+ He said he liked working on his own.
'personnel'.
will -+ would:
• 'I'll help you.' -+ He said he would help me.

17 OFFICE GOSSIP
Pronouns m I'm the best salesman in the company.
-+ he/she He keeps saying
11Ie -+ him/her n Can I make a phone call?
111)' -+ his/her He asked if
),our -+ my a What do you think of the new website?
• '/ speak to your secretary every day.'-+ He asked me ...
He told 11Ie he spoke to my secretary every day.
Practice 2
Adverbs of time & place
now -+ then/at that moment Complete the sentences with say/says/said, tell/toid, or ask/
today -+ that day asked.
here -+ there a Why didn't you me you weren't happy
tOl1lorrow -+ the next day/the following day with your job?
yesterday -+ the day before/the previous day b What wi ll people if we try to ban office
• I'll see you here tomorrow. --+ gossip?
He said he would see me there the next day. c Did he . what time you had to be there?
Most of these changes are logical and natural and d The boss always that I should keep my
often similar in other languages. 'l1,ey depend on the desk more organised.
differences in time, place and people between the original e He me he was having second thoughts
conversation and the reported conversation. about applying for the job.
asked f Will you him if he's going to come?
For reported questions you can use asked + what/when/etc. g I can't read the small print on this. What does it
• What do you want? -+ He asked me what / wanted. ?
or asked + if for reporting yes/no questions. h Every time I visit them they me how you
• Is it official? -+ He asked me if it was official. are.
I'll .. you if you promise not to
Practice 1 anything to anybody else.
Complete the second sentence to report the first one.
a I'm really enjoying my job at the moment.
,,,,,lIy he'job 'ltJhe
b It's too late to cancel the meeting.
I said
c We are having a lot of problems with the production
department today.
lIe told me
d What time is Mr Keegan going to arrive?
He asked
e We should buy a new computer system.
He keeps telling me
f Is Mr Merchant available?
She asked
g The fixed costs include the office rent and equ ipment
hire.
She said
h Where do you work now?
They asked me
I'll meet you at the airport at eight o'clock.
She said
I want to see you about the arrangements for tomorrow.
He told me
k Does the office open on Saturdays?
He asked me
When will the documents be ready?
She asked

17 OFFICE GOSSIP
A report, to be released by leading insurer AXA next week, has found Britain's
pensioners have become a generation of silver surfers.
HTTP://WWW.AXA .CO .UKlMEDIA/PRESSR ELEASES/ 2007/PR20070202_ " OO.HTML

Using the Internet is the preferred hobby of pensioners

Four in ten retired people are regular e-shoppers
88% of silver surfers chat regularly with friends
and family over the Internet

1 Complete th e sentences using the phrases in th e box. Then compare them with those 011 page 139.
Do yo u agree?

you're interested in quality who cares? you're interested in price

you're interested in quality and price

a \"'hen yo u buy something for yourself wi th your own money, .

b When you buy someth ing fo r someone else wi th YO llT own money,
c Wh en }'OU buy some thing for yourself wi th someone elsc's money, ...
d Wh en you buy som ething for someone else with someone else's money,

Discussion
2 Work with a partner. Ask each other the following questions.
a Vv'h cn was th e last time you bought som ethin g for:
• yourself?
• so mebody e lse?
• a c ustomer or clie nt?
• your company?
b What did you buy?
c Wh at fac tors influenced yo ur dec isions?
d What kind of shopping do yo ulike/dislike?
e How often do yo u buy things on the Internet'

18 E-COMMERCE
 E-commerce - advantages and disadvantages
3 E-commerce has advantages a nd disadva ntages. \Vork with a partne r. Decide if th e featu res on the
left are plus factors o r negative fac tors for th e selle r (5) or the custom er (C). Add your own ideas.

+
open for business 24x7x365

competitive pricing

no need for physical premises

low seiling costs

updated stock information In real time
credit card payment
fast communication (<>-mali/phone) with dlent
cost and time of delivery

collection of martcetlng data

uncertainty about delivery
difficulty of returning goods
not good for perishable goods
online information limited to text and photos

4 2.36 Listen to a radio program whe re experts disc uss e-commerce. Whi c h of th e ideas above do
snail mail tsncil th ey mention ? Are th eir ideas th e sa me as yo urs in 3?
mcW noun letters
that are sent by post
Discussing advantages and disadvantages
5 Listen again and complete th e phrases. There is one word for each gap.
a Paul, how do )IO U see th e future?
?
b The .. .. : access
to prod ucts th at may nol be avai lable locally.
c Yes, for the customer - conveni ence and
lower prices.
d That's absolutely right, bul . as well .
e After-sa les service is
f On .. ....... the seller ca n deal directly with th e manufacturer ..
g };o r me securi ty is . , ...... in people's minds.
h Yes, buying onl in e will inevitab ly make groceries more expensive, so what's th c point? Actually,

Not when yo u go to
a shop and pick something up, yo u choose what to look
at and how to look a t it.
There's
. Beca use payment is by c redit
card, ve ry small or very large transactions
tend not to be co nducted onli ne.

18 E-COMM ERCE
6 ,:; 2.37 Look at this phrase from th e di sc ll ssion.
Books and DVDs are one thing, but fruit and vegetables are another.
Make sim ilar sen tences using the following prompts.
a th e right qua lifi cations / have experience
is
b a hi gh turn over I make good profi ts

c have a good idea I put into practice

d high produc ti vity / imp rove sta ff moti vati on

e crea te a good product I sell it

Now listen and compare your answe rs.

7 Work with a partner. Brainsto rm th e adva ntages and disadva ntages of th e foll ow ing:
a Working for a company and wo rkin g for yoursel f.
b Livin g in the country and liv in g in a tow n.
c Having children and not ha ving children .
d Going to unive rsity and starting work straight after schoo l.

Roleplay

8 Work in groups of three. You all work for a marketing company. Ma rket studi es have shown that
reti red people spend a significa nt amount of th ei r free tim e surfing th e In ternet. You have formed a
focu s group to explore th e poss ibili ty o f marketi ng to th e over-sixti es using the Internet. Ma ke no tes
about what yo u are goi ng to say. Use some of th e express ions in 5 an d 6 in your di sc li ss ion.
Speaker A: You think this is a fan tasti c idea. Think of a rgu ments to support it.
Speaker B: You think this is a ridi cul ous idea. Think of argu ments against it.
Speaker C: YOli are th e focus gro up lea der. You are not sure about th is id ea . Lead th c di scussion, listen
to th e oth ers and ask ques ti ons.

18 E-COMMERCE
 1 The words and phrases (a-h) are fro m a text on the fut ure of the Intern et. Mateh them to the
explanations (1-8).
a devastatin g attack lessons whe re th e students are not phys icall y in a classroom.
b computi ng dev ices 2 a large group of different people.
c gove rnmen t and busi ness 3 sofhvare, DVDs, mp3 mu sic, etc.
surve illance 4 electro nic chips which ca n control th ings and cOllllllunicate.
d virtua l classes 5 diffi culties looki ng afte r people who are ill.
C Cl wide public 6 groups of people who have friend ship, relationsh ips or
f digital products inte rests in COlllmon.
g healtheare problems 7 companies and th e slate watching what people do.
h social networks B a violent action which completely des troys something.
aD b D c D d D eDfDgDhD

2 A group of technology expe rts have answered a su rvey about th e future of th e Inte rn et. They were
asked their opinion on th e followin g statements. 'vVork with a partner and say if you agree (I') or di sagree
(X) with each prediction.

agree or disagree?

At least one devastating attack will collapse the Internet in the next ten years.
Manufacturers will use computing devices in appliances, cars, phones and even clothes. As a result, there will be more
government and business surveillance. The authorities will arrest more people using this evidence.
In ten years, most students will spend at least part of their 'school days' in virtual classes.
Tele-work and home-schooling will grow, and the barriers between work and leisure will be less clear. Everyday family
life will change as a result.
The Internet will make people more creative. They will collaborate with others to make more music, art, and literature.
Their work will circulate freely online and will command the attention of a wide public.
All media, including audio, video, print, and voice, will stream in and out of the home or office via the Internet.
Computers that control video games, audio, and video will become the centre of the living room. They will link to
networked devices around the house, replacing the television's central place in the home.
Internet users will continue to easily copy and distribute digital products freely through anonymous peer-to-peer
networks. It won't be possible to stop this.
The number of dangerous fanatics in politics, in religion and in groups which believe in using violence will increase as
their networks grow online.
Online medical resources will help solve healthcare problems such as rising costs, poor customer service and lack of
access to medical care.
The size of people's social networks will grow. People will have a much wider range of information about job
opportunities, personal services, common interests, and products.
People will vote in elections online without problems of security. More people will participate in elections as a result.
---===;;;;;;j
3 Compare your an swers to what the expe rts thought on page 140.

118 E-COMMERCE
4 Complete the sente nces below wi th th e vocab ul ary item s in 1. Each se ntence expresses a ll opinion.
D o yo u agree?
a Peo ple sho uld be allowed to share like lll usic ,m el fllms.
b in cars will ma ke th em safe r and more ecological.
c I li ke th e idea of chi ldren bcing at home and studying in
d ... wi ll increase as th e average age of the population goes li p.
e State-fun ded te levision should ap peal to and not just people who want to watc h
doc limen t a ri es.
f As people spenelmore tim e o nlin e they spend less tim e with th eir frie nds and th eir
are getti ng smali er.
g One day te rrorists will use a ve ry ha rm ful compute r virus to make a on all ou r
co mm un ication systems.
h You don't need to worry about if YOl I have n' t don e anyth ing \Vrong.

MAKING PREDICTIONS
1 Look at th is se nte nce from the survey on page 116.
At feast one devastating attack will collapse the Internet in the
next ten years.
T hi s is a pred ic tion. You express predictions abou t the fu ture
using will. Underli ne other pred ic tions in th e ;)fticlc .

2 Do you agree wi th th e predi cti ons in the art icle? D iscLlss

them like th is:
A I think the sec urity issues of the Internet wi ll be solved.
B Do you? I don't. / Me too.
A I don ' t th ink terrorists wi ll attack th e Internet.
B Don't YOll? I do. I Me neither.

3 \Vh at othe r predictions can you make ahou t the Interne t?

Intel1 years, all banking will be online.

Discussion
4 T ick Y (yes ) or N (no ) <lga inst the predi ctions in the c hart so that th ey are true for YOll . T he n discuss
them with a partner.
A Do you thil1k YOll'l/ change YOllr job in the next five years?
B Yes, I do. I don't really like what I do now. How about you?
A No, 1 don't think I will. Things are going well amI f like my job.

next year Y N in five years Y N in the next ten years Y N

I'll leave and start my I'll make a million and

my life I'll change jobs.
own company. retire.

Our main competitor Everybody will work at Most employees will be

my company
will go bankrupt. home most of the time. replaced by computers.

There will be an The USA will have a There'll be a world

the world
economic boom. female president. government.

18 E-COMMERCE
18 E-COMMERCE Grammar
LANGUAGE LINKS will for futu re pred ictions

Affirmative
Phrase Bank: Advantages and d isa dvantages
What are the pros and cons?
You
The advantages I benefits f disadvantages I drawbacks are ...
He
That's a negative/positive factor. will
She work
Security is an issue.
'II
It
Another point is ... We
Having a good job is one thing, but earning a lot of money is another. They

Negative
Vocabulary
Shoppi ng & the Internet You
He
1 Ma tch eac h verb on the left to th e item o n th e right that it colloca tes with. will not
She work
won't
Then lise the phrases to complete the sentences. It
We
a co mpa re I a bi ll They
b influence 2 th e conversati on
c listen to 3 a network
Interrogative
d run li p 4 prices
e try on 5 the decision
f access 6 a sweate r you
he
before I buy anything expensive. Will
a I like to .. she work?
Won't
b His ch ildren have .. of over $300 by surfing on it
the Inte rn et all day long. we
they
c Wh en she asked to th ey told her th ey didn 't
have one in he r size.
d To YO LI ha ve to obtain a user name and a
password from the ad m inistrator.
e Did yo u in the cant een yeste rday?
f W hat factors do you th ink will most .. .. on salaries?

2 Compl ete th e anecdote usi ng the words in th e box.

button came charge clicked complain crashed download

e-mail message online pay reply security website

Why I will never buy anything on the Internet again

Ask most people how shopping will be in the future and inevitably they will mention the Internet. Well, the other
day I had a bad enough experience shopping (a) to put me off for life. I heard about a book you could
download from a (b) before it was published and sold in bookshops. As it was by an author I adore, I
decided to investigate.
I found the page and read the information. They charged thirty euros for the (c) . Not a massive
amount but you had to use a credit card. I completed the form with the endless details requested, including my
(d) address. Finally I entered my credit card number, because they solemnly promised that there was no
(e) risk. When the payment was authorised - it took about a minute - a new screen appeared with a
(I) which said 'download now'. I (g) on the button but nothing happened so I clicked
again. Then a (h) came up saying 'Download suspended due to network overload. Please try again later.'
Finally the system (i) and I had to turn off the computer. When I reconnected, the same forms as
before G) up but I didn't want to risk paying again, so I wrote an e-mail to the company exp laining the
problem. I never got a (k)
I assumed that as I never got the book I wouldn't have to (I) , but when I got my credit card
statement at the end of the month I saw the (m) for thirty euros was there. It was too late to do anything
and there was no one to (n) to. Okay, so it was only thirty euros - no big deal - but the question I ask
myself is this: why risk buying online when it amounts to what is basically an act of faith? In any case, it will be a long
time before I try buying something over the Internet again.

8 E-COMMERCE
You can use will + infinitive to express predictions or beliefs about th e futu re. Practice 3
• This year th e economy will grow by 3%.
Make qu esti ons with do ),ou think ...
• I'm sure we will fini sh the order on time.
will .. .? and then write answers that
The n ega tive of will is wo,,'t.
are true fo r you.
• I'm sorry, but th ings won't get any beUer.
• No, th ere won't be a recession. a Wha t time I get home tonight?
Put will before th e subj ec t to make questi ons. Wh.iti",. goyO" think y.o"'11 h.",.
• Will people lise th e I"temet for most of their shopping in the futllre?
• W ill the eco l1omy recover by next year? b What I have I di nner?
You often introduce predi ctions with 1th ink .. .
• I thi"k th e DVD will replace the CD.
• I think the meeting will end 011 tim e. c Where I go I next holiday?
Avo id saying ' thi" k . . won't ..
Use ' don't thi" k ... will ..
• I don 't thin k the keyboard will become obsolete. d c ha nge I jobs I next five years?
(NOT 1 think the keyboQlJ h Oiz't beeollle obsolete.)
• I don 't think th e meeting will end on time.
(NOT f think th e JIIeeting ,vOI!'l end Oil time .) e lose I weight I this month?

Practice 1
f How long I take I do this exercise?
Join the sentence beginnings with th e endings using will + th e ve rbs in the box.

affect arrive be continue get go have ret ire take

g ever have / own business?
a Prices. . .. publi c by next yea r.
b The re .. . .. with a massive golden handshake soon.
.. better.
h ever drive I Ferrari?
e Th e managing direc tor .
d The gove rnm e nt . . .. a boom in the economy.
e Young Ceorge . . .. late as usua1.
.. . measures against inAation. wo rk as hard I five years from
f The co mpany
. . . a very successfu l career, I'm sure. now?
g Life he re .. .
h Th e plane . . .. to rise.
The political situation ... the economy.

Practice 2
Reorga nise th e words to make correct sentences.
a any new you system won't with have problems the
. \,!Pt<t the
b information th ink th e Internet yo u'll on fin d the

e Se rlin yo u'll good have ti me think a in

d Ju an M ontes th ink see you'll th ere don' t

e think do wri te report time you'll th e YOll to have?

f time you what arri ve will?

g long how us it will get th ere take to?

h we'll shopping to think go time any don't have

make th ink money he'll lot a of

want people see buy will al ways to prod ucts they

before them most

18 E-COMMERCE
 We are a society overwhelmed by pollution. traffic jams. and seemingly endless
commutes to work. Time with our families is often minimal. And we look to
teleworking as one solution to these formidable problems.
UNITED STATES OffiCE Of PERSONNEL MANAGE MENT

1 Discuss these questi ons with a partner or you r teacher. What is e-work? Choose the best description
from 3-d below.
a Work ing for a compa ny fro m an office in your hom e.
b Work ing at home a co uple of days a wee k and going into th e office o n o th er days .
c Using a laptop a nd electro nic equipm ent to work when YOll a re trave lling.
d Setting li p yo ur own Intern et-based business at hom e.
Do you have an y exper ience of work ing lik e this?

2 Read the arti c le below and answe r the questi ons.

a Whi ch of the types of in I does th e arti cle mention ?
b W h y is it diffi cult to say how many peo pl e are doing
c W hat is th e typi ca l id ea th at peopl e ha ve of
d Wh at is the m ost common fo rm of e-work?
e What form of c10es the article say is not likely to grow very qui ckl y?

e-work in the EU
How many teleworkers are there in Europe and how fast are their numbers growing? The answers
to these questions are important for policy· makers in employment, transport, environment and
111,li ! social development. They are difficult to answer because many countries have no statistics and
definitions of telework vary from country to country, However, a major survey of employers in

II'1 ., :',I I
18 European countries has made some estimates. The survey found that there are big differences
II between countries both in the quantity and type of e·work done. The definition of e·work used
included all work done away from a company office using a computer and a telecommunications
link, by either direct employees or self-employed workers. The study made estimates for four
different types of 'individual' e·workers:

Use of ICTs (information ani::t computer technologies)

Employed by a company to work from home all the time.

Employed by a company to work either at home and in the

employees. office, or do mobile work from a home base.
=t=
As self-employed worker to supply information-based
Freelance workers.
services to companies from home.
==1'=As
= self-employed worker to run their own business from
home.

19
3 Say if the following statemen ts are true (T ) or fa lse (F ) acc ording to th e articl e:
a People have different ideas about what te lework is. D
b T he survey only inc lud ed people who worked for themselves. D
c The biggest grou p of te leworkers were those who only worked at ho me. D
d T h e survey looked at fou r di fferent types of telework. D
e Approximately half the te leworkers have thei r own businesses. D
f In 20 I 0 there will be three tim es th e number of hom e-based businesses. D
g The number of people who do telcwork for co mpan ies will increase a lot. D

STAY AT HOME AND GET RICH?

1 T h ere are a lot of adverts for e-work on th e In ternet.
Look at th e exampl e below. Ha ve you ever seen an advert
like this? How do yo u think you can make money
working from home?

Make money
while you work
at home
No skill required.

2 2.38 Listen to a cOll versa ti on where two people di sc uss the ad ve rt in I and answe r the qu estions.
a Do th e speakers thi nk that the advert is about a real job?
b What do th ey th ink are the advan tages of worki ng at hom e?
e What do th ey think a re the di sadvantages?

Conditionals
3 Compl ete th e phrases fro m th e dialogue wi th th e mi ssing words. The re is a gap for eac h word -
con tract ions count as one word. Then listen aga in to check yo ur answe rs.
a If it .. so easy, eve ryone .. ....... do it.
b That's a sham e . 1 mind worki ng at hom e if I ... the opportunity.
c I'm not so sure. I wou ldn 't mi ss trave lling in to work every da y, but if I .. at hom e,
................... th e co ntact with people here.
d That's tru e, but if you .. just come in a couple of days a week, it
okay. On the other hand , unl ess you .. .... som ewhere qui et to work, it
............................. be difficult to get anything done.
e ' Do you think be di sciplined enough ?' 'I don't know. 1 . if it
m y own business, but otherwise who kn ows?'
f They do ta lk abou t tclework a lot th ese days. Som e people say that if peo ple .
commuting, it .. be mu ch more ecological.

4 The phrases in 3 are all examples of how we use if + past + wOHld/could to ta lk about hypotheti cal or
imagined situations. Complete the phrases with your own wo rds.
a If I worked at homelif 1 didn 't work at hom e. m y life ...................... .
b I'd be happier about my job if ..
e 1 wo uldn' t be happy about work if
d If my co mpany introd uced /stopped Aexible working,
e If I spoke Auent English,
f I wou ld say 'no' if... ..........................
g My company wou ld be m ore effi cien t if ..
h If people could predict the future,

19 E-WORK
 TOPICS .___....

5 A compan y manager is sitti ng in his office dreaming about how he could change his life. Put his
ideas into a chai n of conditi onals to rec rea te his drea m like thi s:
If 1 left 111)1 job, I'd spend more l ime (It home. IfJ spent more time at home, .

be an enormous success be completely stressed out again be more relaxed

come up with a really great business idea have a lot of responsibilities have time to think
have to work harder than I want to set up a company

6 In wha t circu mstances would YO ll .

• start YOUT own business?

• stop working altogether?
• change jobs?
• refuse a promotion?
• ask for a pay rise?
• accept a cut in pay?
I'd start my own business if I had a good idea.

TELEWORKING
1 2.39-2.40 Listen to hvo intervi ews wi th people who
telework.
Which speaker:
a has children?
b li ves in th e cou ntry?
c doesn 't have fixed h OllTS?
d gets lip Jater than before?
e wea rs her slippers to work?
f is self.employed?
g works for a company?

2 Listen aga in and compl ete the chart.

Speaker 1 Speaker 2
Country

What did she do before?

What does she do now?

What are the advantages of her new work?

What are the advantages for her employers/clients?

Discussion
3 Wh ic h of th e spea kers is making a better lise of tec hnology, in your opinion? W hat \Vould th e main
advantages and disadvantages of wo rking from home be for YOll?

1 19 E.WO RK
 4 Read the advantages and disadva ntages of worki ng fro m hom e in th e magazine arti cle below. Put
each in th e correct category in th e chart below. T he fi rst one has bee n done for yo u.

Does working at home really work?

Advantages Disadvantages

The workplace

The working day

Commuting

Technology
I
II
Efficiency
I I
Costs
I I
Motivation
I I
Family

WOR KING AT HOME

The advantages and disadvantages
What do people really think about working from home? We interviewed a cross section of people
from different industries about their experiences of teleworking.
As you wi ll see, there was quite a wide variety of opinions.

1 'There is no getting away from the family. When you work in an office you get a chance to
escape and meet new people.'
2 '{ think us home workers get more done in a shorter time. There are no phone calls or
colleagues to slow you down.'
3 'Without the journeys to and from the office you don't get a chance to relax and prepare your
mind before you work, or to wind down before you get home. I miss the separation between
home and leisure time .'
4 'You do get to see more of your children. The problem is, though, that you're supposed to be
WORKING.'
5 'You don't have to sit in traffic jams or walk to work in the rain. Or listen to people talking
loudly on their mobiles on the train.'
6 ' I think financially you miss out on perks like subsidised refreshments or travel.'
7 'Life is definitely cheaper for the employee. You save on things like transport and smart
clothes. It's also cheaper to have lunch at home.'
8 'It's a bit dangerous for workaholics. You can easily find your working time creeping into your
leisure time.'
9 'Sharing ideas and problems with your colleagues can make you more productive in some
jobs. And the gossip can be really inspiring!'
10 ' Space can be a problem. Rooms can become an unpleasant mix of home and office.'
11 'You don't have to work with those obsolete office computers and the company Intranet
which always seems to be down.'
12 'The flexibility is great. You can work at five in the morning or on a Sunday afternoon.'
13 '1 like the freedom. You can open the window, play music and generally make yourself
comfortable.'
14 'It can be difficu lt to get down to work. You have to be very self-disciplined.'
15 'If you have a technical problem, you're on your own. There's no IT expert to calion.'
16 'No boss cracking the whip!'

5 Look at th e chart on page 140 and check your answers.

19 E-WORK
 Vocabulary
6 Find words and phrases in the text whi ch mea n th e same as:
rdct x
b quelles of caTS and lorries un ab le La move forward
c benefits not included in your salary
d people who can 't stop work in g
e ou t of date and no longe r useful
f informal exchange of news and in forma tion
g start
h trying to make people work harder

7 Com plete the sen te nces wit h the words and phrases from 6.
a As I have to tr;lVcl so much I don't hea r any of the office
b \Vhen I get hom e, r like to by listeni ng to som e c1assica ll11l1sic with a glass of
W I1lC.
c My boss is a co mpl ete . She just doesn't know how to rela x and turn off.
d It's better to have a hig her salary th an . like a co mpany ca r or free meals.
e The problem wi th buying a computer is th at in a couple of yea rs it's
f I fi nd it difficult to ......... the acco unts and usuall y leave th e m unt il th e last m inute .
g I lea ve home very ea rl y to avoid getting ca ught in ,. on the way to work.
h is part of any ma nage r's work.

8 Are the se nten ces in 7 tru e for YOll? If no t, change them so th at th ey are.

9 Work wi th a partn er and perform th e following ro leplay about th e adva ntages of worki ng at home or
in th e office. Use th e ph ra ses in th e box to help YO ll .
Speaker A: You arc a manage r in your co mpany. You are negotiati ng wi th th e un ions to introduce
e-work in yo ur compan y. Convince yo ur partn er of the adva ntages of worki ng at hom e .
Speaker B: You are a uni o n representative in speaker A's company. The ma nagement wants to
introduce work ing fro m ho me but yo u are aga inst it. Convince yo ur partn er of th e adva ntages of offi ce
work.

If people worked from home, ... Most people find I would find that ...
From the worker's I company's point of view, it would mean... At the moment, people have to ...
There'll be all sorts of problems if ... I agree with that, but... That's not necessarily true, because if ...

19 E-WORK
19 E-WORK d Peopl e would need good computers.
e Our quality of life would improve.
LANGUAGE LINKS f If I never saw m y coll eagues, .
g There'd be problems with this plan.
Phrase Bank: Explaining things 1 .. I'd have more tim e with my famil y.
It's not really about working at home. 2 . .. if th e staff didn 't agree with it.
Then you are supposed to persuade your friends. 3 if they had to work from home.
The idea is to . 4 ... if we didn't have to commute.
I doubt it really works. 5 ... I'd miss the personal contact.
It sounds more attractive than it really is. 6 ... we'd spend less time travelling.
You can do as little or as much as you want. 7 if it invested in home working.
The basic tools are.

a b c d e 9

Vocabulary
Teleworking
Practice 2
The text below is an extract from an article about
teleworking. Complete it using the words in the box. David and Sarah are a couple who li ve in London with
thei r two you ng children . Read their conversation and
commute desk flexibility home local office complete it using the verb in brackets in the appropriate
tense.
The key word for the future is (a) Sarah Wh y don't we move ou t of th e city into the
We're not suddenly going to see massive numbers of coun try? I' m fed up with living here. It's so
people working from (b) instead of stressfu l.
going into the (c) . We'll see a much David If we (a ) . (l ive) in the country, it
more hybrid existence where some of the time people (b) .. (take ) a bout ten minutes fo r
are in the office, maybe at a shared (d) you to get bored with it.
and some of the time at home. And there are of course
Sarah No il wouldn't. We (c) (get) a
'telecentres' - serviced offices which provide an
nice big hO ll se - somewhe re with a garden. The
intermediate stage where people can find a
(e) office instead of having to
kids (d) (go ) to a little village
(f) into a town or city centre. school, and we (e) (forget) about
all the street violence, traffic and pollution.
David But they (f) (like) living in the
Grammar city, and they (g) (miss) their
Conditionals (future reference) friends. Also, if we (h) (move)
into the country, we (i) (spend)
You can use if + past + wouldlcould to talk about all our time in the car travelling in and out to work.
hypothetica l or imagined si tu ati ons in the future. This Sarah Not necessarily. If you (j) (ask)
is often called the 'second conditional'. Look at these your company, they (k) (let)
examples: YOLI work from home some of the time, and mine
Condition Consequence would, too.
If I knew the answer, I'd tell you. David I don't think so. I (I) (have ) to be
If we got the order, we'd have years of in contact wi th people in my job. Anyway, if I
work. (m ) (be) in the house all day,
Compare th ese two sentences: I (n ) (go) crazy.
• If the factory shuts, over 200 people will lose their ;obs. Sarah Don't be so negative. If you (0)
(The speaker thinks the situation is likely to happen in (spend) more time at home, we (p)
the future. ) (see) more of you, and we could
• If the factory shut, over 200 people would lose their ;obs. do more things like going for walks and playing
(The speaker thin ks the situation is unlikely or tennis. You (q) (have) a better
improbable in the future. ) quality of life.
David I'm sorry. I just don't think you're being real istic. It
Practice 1 (r) (be) a dream.
Sarah If you (s) (be) less selfish, you 'd
Match th e parts of th e following conditi onal sentences.
at least th ink about it.
a If we worked from home, . David Okay, I promise I (t) (give) it
b If I spent less tim e travell ing, ... some thought if that's what YOLI want.
c T he company would save money.

19 E-WORK
Practice 3 Practice 5
Write conditional sentences using the prompts. Reorganise the words to form questions.
a He doesn't work hard so he isn't very successful. a job do what would you if choose
if he woried heCl be l'V',o(e you could
b You don't have enough experience so we can't give you . wO".Ic!.YO".c!o.if ...
the job. b li ve you abroad you where if would
to had go
c He can't drive so he has to take taxis all the time.
c treat people boss how you would
d I don't have the information so I can't help you . were if you the

e I don't like sport so I don't go to the gym. d didn't language study would what YO ll
English YOll if learn
f I-Ie works long hours because he enjoys his job.
e would ea rn how a you the wasn't
g She only does the job because she hasn't got any li ving salary if importa nt
choice.

h My ca r is in the garage so I can't take you to th e Practice 6

airport.
Things take him a long time because he isn't very
organised.
He drives an expensive car because he ca n afford it.
Practice 4
Give advice by completing the sentences .
a If you got up earlier, yO" .wo"IC!"'H e
b If you did a computer course,
c You would make a better impression
d If you had a mobile phone,
e You wou ldn't be so stressed
f If you used the Internet,
g You'd do better at the interview
h If you didn't complain all the time,
Respond to the sentences usi ng th e prompts. Decide if the
situation is real or imaginal)'.
a Are you going to tell the boss about it? (If I tell I she I
sack me )
No way. HTtol.d
b Do you think he is going to get the job? (U nless I get
nervous I interview I not have I problems)
Yes, I think so . .
c Are you going to invite Sarah to the party? (If I invite I
Dave I have to invite Sarah too)
ofte"_ I don't have any choice . ..
d Are you going to invite Su to the party? (If I invite I Su
I have to invite Dave too)
No, I can't. .
and Jane would be upset.
e I've got an awful headache but we haven't got any
aspirin. (If I take I aspirin I you I feel better. )
Oh dear . .
f In this job you haven't got enough time to take up a
hobby. (If I have I time I do some ga rd ening)
Yes, it's a shame.
g He almost had a accident again on Friday. (Unless I
stop I driving like a maniac I kill himself)
What, again?
h Can you give me his mobile number? (If I know I give I
it! you)
No, I can't I'm afraid . ..

19 E-WORK
According to a poll conducted by the Creative Group, being rude to a restaurant
employee is the No. 1 reason a business lunch goes bad.
CHRISTOPHER ELLIOT· HTIP:I/WWW.ELLIOnORGI POWER-TRIPI FIVE-BUS INESS-LUNCH-FAUX-PAS

Discussion
1 Look at the quote above and discllss the questions with a partner or yOU I' teacher.
a Does the result of the C reative Croup survey surprise you?
b \Vha t do you think th e oth e r reasons a rc? Co mpare your ideas wi th th e artic le on page 141 .

2 : , 2.41 Neil Klei n and Satos hi Tanaka are having a worki ng lun ch at a restaura nt in Japa n. Listen
to their cOll versation and answe r the questions.
a Wh y does Neil like the restaurant? c What does Neil wa nt to ea t?
b Who orders the food? d What does Neil decide to eat?

3 Put the lin es of th e cOllVC rS<1 ti on in 2 in Dreier.

Then listen aga in and c hec k.
Neil Klein
ITl Th is looks like a ve ry nice place, Satoshi.
o I'll try the unagi, then.
o Okay. Sounds good.
o What's that?
o Yes, I reall y like the decor. Er, could yo u order
for both of us, Satoshi?
O Hm, I'm sure it is. Ac tuall y, do yo u think I
co u ld have a steak ?
o No, no , let's have so me sa ke.
Satoshi Tanaka
o And then I think you should Iry somc ,magi.
o It's eel - grill ed and served on a bed of rice. It's del icious.
o Yes, I thought you wou ld like it.
o Well , I'm afra id they don 't scrve steak here.
o Fine. Wou ld YOll like so me sa ke, or woul d yo u prefer somc beer?
D Of course. 1 thin k we co uld have so mc mise sou p to start with . T hey do it vcry we ll here.
[l1J Ri ght. Sake il is, thell.

20 WORKING LUNCH I
 .:
;;:"
III SKillS ..... _

4 a Make a list of some of the typ ica l dishes which restaurants serve in your area,
using the local name.

fish
meat
a type of
vegetable
St"ftefS pie

I()hioh rice dish

a
pasta dish
$"""OS,,
made with eggs
It's
made from fruit

M"ih coYfSeS vegetables

a salad
served with
(hic1eh M..df"S potatoes
a sauce
t>if)'''hi
with garlic
with spices
cooked
with herbs
b Imagine you are entertaini ng a visitor. Sometimes
in olive oil
YOll can tra nslate the names of dishes, but yo u Illay
also have to explain how they are cooked. Act out a
conversation with a partner and explain what each dish
consists of. Use the phrases on the right to help you.

WHO DOES WHAT?

1 2.42 Complete the second part of Neil and Satoshi's conversa ti on wi th th e phrases in th e box.
Then lis ten and check yo ur answers.

job title report to responsible for

Satoshi Ne il, I met Jeff Segram earli er this yea r. What exactly is h is a ) ?
Nei l J-Ie's the Ma naging Direc tor.
Satoshi Do you mea n th e CEO?
Ne il Yes, that's what the Americans say. He's the person on the board who is b) ..
the day-to-day running of the company.
Satoshi And IVha t about you?
Nei J I'm th e Product Development Director. I'm on the board as well, but I c ) .
Jeff.
Satoshi Right, I see.

2 Find phrases in th e conversation in I which are similar in meaning to the following:

a is in charge of
b Jeff is my boss.
c W hat does he do ?

3 Act out conversations like the one in I using th e prompts below. Use yo ur own ideas, if you like.

Who you met Job title Responsibilities Your job title Who you report to

John Atherstone Chairman/President long-term strategy and Managing Director John Atherstone
planning

Sis! Albright Director of Marketing! marketing policy and the Head of Asian Sisi Albright
Vice-President Marketing worldwide sales force Sales Department

20 WORK iNG LU NCH

4 Work with a partner.
a List five job titles in you r com pany, or in oth e r companies.
b Do yo u know the equivalent job titles in English?
c Explain what each pe rson does.

DOWN TO BUSINESS
1 2.43 Listen to Neil Klein talking to JeffS egram when he returned to head offi ce, and answer the
ques tions.
a Was th e trip a success?
b What do you think happened whe n they got down to business?

2 2.44 Now listen to the conversation between Neil and Satoshi . What do you think Neil did
wrong?

3 Read the informat ion below about doing business in Japan . D oes thi s confi rm your ideas in 2?

The Hard Sell

A hard sell is often seen as offensive in Japan. Japanese businesspeople may think that you are trying to
convince them because your product is no good. It is better to use a low-key sales pitch and give them
objective information. The Japanese are not accustomed to aggressive American techniques that use a
persuasive 'winning' argument. If you are not comp letely honest about your product, your credibility will be
damaged and what you say will lose influence. Don't say that yours is 'the best on the market'. It is better
to say, 'We sold two million units last year. As you know, our closest competitor sold less than a million.'
At the same time, be careful not to criticise competing products. In fact, the Japanese will respect you if
you mention the assets of the competition.

4 Act out the conversation between Neil and Satosh i, but this time Neil should follow the advice in
the text.

5 Do YOll have any similar experience of doing busin ess with diffe rent c ultures? What othe r diffe rences
in th e way of doing busin ess do you know abo ut?
 1 Disc uss in grou ps. What opera tin g system do you have on your work co mputer - Windows, Mac,
Li nux or some other? Do you find it easy to usc? Have you any experience of oth er operating systems?

2 Read th e article belo\\'. \Vhy are some compa nies changi ng to Linux? \Vhat arc th e main IT issllcs
that companies ,He concerned clbo ut?

One of the world's largest IT companies believes that Linux
will take 20% of the market for desktop computers in large
institutions within 5 years. Siemens Business Systems, the
$6 billion global IT company, say that a desktop running
Linux can be as effective as one using Windows, but at a
significantly lower cost. Linux is an OS which in its most
basic format is free. Users can also modify the program
code and adapt it to their needs - this is not possible with
commercial software.
Senior program manager Duncan McNutt says that
Siemens has been encouraged to investigate the viability of
Linux by customers who are annoyed by Microsoft's pricing
and licensing policies. However, the risks are high - while
lower IT costs are important, maintaining produc tivity is
even more critical. Just one day of productivity lost to a
technology problem can be disastrous when it is multiplied
by 10,000 or more workers.
For this reason, they tested the software with secretaries
and managers, and not IT people, Siemens believe two days
of train ing are all that is needed for the change to Linux.
This is the same as the standard time budget for upgrading
to a new version of WindowslMS Office. McNutt says that
linux will save 20% to 30% in administration costs, 50%
in hardware costs, and 80% in licensing fees. Linux also
saves money on hardware because it needs fewer resources
and can run on less powerful computers.
And it's not just about saving money. While Linux
will save 80% over Microsoft's licensing fees, many large
cust omers are even more unhappy about being in a position
where Microsoft can dictate terms to them. Many European
institutions are angry that Microsoft's licensing means they
cannot afford both upgrades and support on their current
budgets. In any case, they would prefer to use their IT
spending to help encourage a local tech industry, rather than
support a U,S, monopoly. There are now several examples of
this at city government level in Germany and France .
Sou rce: www. linux.com

3 Unde rlin e the phrases in th e artkle wh ic h mean the sa me as a-h.

a one fifth of company computers in th e worl d will TUn on Li nllx
b study if Linux is a good idea
c it is possible to make or lose a lot of mon ey
cl the ti me companies set as ide for
e ope rate on
f demand as mllch as they want from th em
g the mone)' th ey have rese rved for this
h com pany wh ic h has no co mpetiti on

CASE STUDY Ll NUX

4 The boss of Med icoTck, a com pany which trades in m edi ca l su pplies, has seen the article in 2 a nd
wants the manageme nt team to eval uate the possibi li ty of changi ng to Linux. Work in groups of fOliT.
You are going to take part in a m ee ting to dec ide if you should c hange. Each take a role: A, B, C or D.
A
T he IT Ma nager
You agree th at changing to Li nux wou ld save a lot of mon ey, but th e re are probl ems. All yo ur trai nin g
and experie nce has been in \Vindows·basecl systems, and the m ove to Linux would mea n a grea t deal
of effort an d extra work for yo u. You are also worried about th e support avai lab le. Howeve r, yo u are also
conce rn ed about something else. You know that so mc of the programs that th e com pa ny uses at the
momen t are illegal pi ra te vers ions. If the company paid for th em , it wou ld be very expe nsive, but if it
gets ca ugh t, th e consequenccs would be a la rge fine for th e com pany and bad publicity.
B
Head of Sales
You spend most of your time travell ing. You lovc technology and de pcnd on lots of differe nt gadgets
whe n yo u arc on th e move. You don 't think your toys will be co mpatib le with Linu x. Apart from that,
)'ou believe th at there will be problems with you r clls tomers because the)' all use \Vindows. You also
th ink it will be diffi cult for staff to adapt to some th ing new and will requi re a lot of tra ining. For these
reasons, YOll are against any change.
C
T he Company President
At presen t, yo ur margins are not good , and any cost-c ulli ng moves would help th e situatio n. IT is a
major part of your budget, an d you arc worried aboul th e cost of sofhvare licences going up in th e
future. On the other ha nd, YO ll suspect that the transfer to a new sys tem wi ll be difficult for th e co mpan y
and will possibly have a negat ive effect on efficiency. On a perso nal level. yo u are worried about havin g
to adapt to new sofhvare. You also think that ir you go ah ead, it will be necessary to replace th e prese nt
IT manager with an expert in Linux·based s),stems.
D
T he Head of Research & Developm ent
You are very keen on Linu x and know a lot about it. In fact, man y of th e specialised scien tific programs
YOll use fo r your wo rk are onl )' available in Li nux, and YO ll are convinced that it is a more secure a nd
stable system. You don 't th ink tha t staff wi ll find it difficult to change to th e new software beca use the
new vers ions a re vc ry similar to Windows. YOll are also part of a group on th e Internet wh ic h is ve ry
cri ti cal of Microsoft. You don 't like Bill Cates and as a qu estion of pri nciple you th in k peo ple should usc
open·source sofhvare because it is better.

5 A co mpa ny in Australia decided to use Li nux. Read th e article below. What happened? W hy do you
think th e situation created by th e new sofhvare was un acceptable 'from a busi ness poi nt of view'?

Crest Electronics adopted Linux as an operating system for their servers. Then, seven months
later, the company made the drastic decision to switch to Windows. What happened?

Crest Electronics is a distributor of video and audio accessories in Australia. To standardise the company's
business systems, Anthony Horton, IT manager, chose to move the operating system to Linux. However, the move
didn't go as planned and several months later, Mr Horton abandoned linux for Windows.
Mr Horton explains that stability issues and the complexities of keeping Linux up·to·date caused the
problems. For some reason, with Linux the machines would unexpectedly crash, causing havoc for the company's
production schedule. Each time the system stopped working, the company were unable to take orders from
customers. From a business point of view, this was of course unacceptable. Apart from that, IT staff were
spending a lot of time on routine maintenance and updates to the system.
Running out of patience and over budget, Mr Horton took the critical decision to drop linux for Windows. It
only took two days to install Windows on the servers and despite the cost of the licence, the total costs over time
were actual ly lower than Linux because they spent less on IT support. The syst em proved reliable and easy to
maintain and Mr Horton believes this justified the difficult decision to change the operating system again.

CASE STUDY lINUX I

01 INTRODUCTIONS 04 ASKING QUESTIONS
Answers: language Itnk (p11. crossword) Answers (p26. ex4)

Ac ross a Who do you work for?

2 website b Whcre is your company based?
3 list c Where are you staying?
5 e-mail d Do you speak (Gennan? )
7 mouse e Who is (Alex) talking to?
9 intra net f What do you do? I What's yo ur job?
10 link g Have yo u got an y children? I Do you ha ve any children?
II con nection h \OVh ere are you from ? / Wh ere do YOll come from?
14 ViruS Are YOLI married?
16 browse I Do you play golf?
Down k Do you know (Adria"a Bel/i"i )?
atta chm ent
4 sc reen OS COMPANY HISTORIES
6 download Answers: language link (Business verbs, p35)
8 online
a become
12 click
b lau nch/develop
13 site
c expand /grow
15 surf
d produce
e fo und /s tart
02 WOMAN AT WORK
f achieve
Top earners (p13. ex3) g negoti ate
h buy
The Catalyst Pyramid: provide
US Women in Business fS(lOCE01
Increase
6.4%
FSOO top earners

9.4%
FSOO highest titles

14.7%
FSOO board seats

16.4%
FSOO corporate officers

50.6%
Management, professional. and related occupations

46.4%
us labour force

Source: Catalyst Census of Women Corporate Officers

and Top Earners of the Fortune 500

03 TELEPHONE TALK
Indirect questions (p20. ex 2)

A InterAir I help?
B Yes, please I like I information I flight I Munich
A Yes I know I fli ght number?
B The Aight number? I sure! know !leaves Munic h 1 1730
A yes I IA 345
B Yes I tell I time I gets in?
A arrival / 191 0
B 1910 !know I delay?
A No I Aight I on time
B Right I thank I much
A welcome I goodbye

I ADDITIONAL MATERIAL
02 WOMAN AT WORK 05 COMPANY HISTORIES
810gs (p14. ex4) Answers: language link (Practice 4. p36)

For a Bill Gates didn 't found O racl e, he

• People have an alternative SOllTce of information to TV, newspapers and radio. founded Mic rosoft.
• A more 'human' face for organisations. b Th e Wa ll Street Crash did n't start
• A good way of sharing information and ideas in an organisation . a worldwide economic boom, it
• A good way to ge t feed back on ideas and developments - readers can make sta rted an economic depression.
COlllments and suggestions. c The six European states didn't sign
• An opportunity for the wr iter - shows they have talent and helps career prospects. the Treaty of Madrid, they signed
• Sometimes wri ters can make a li vi ng through advertising. the Treaty of Rom e.
d The eleve n member states of the
03 TELEPHONE TALK Eu ropean Un ion didn 't adopt the
Sales contacts (p23. ex2)
pound as a common currency, th ey
adopted the euro.
Speaker B e Henry Ford didn't manufacture
Situation I th e first mass-produced electronic
You wo rk fo r ADH Graphics. A potential client phones you. Listen to what the com ponents, he manufactured cars.
customer wants and compl ete th e phone contact fo rm below with th e necessary f Na pster didn 't have problems over
information. people downloadi ng books, it had
problems over music .

PH ONE CONTACT FORM

0 4!>4D Graphics
DATE:

CALL INITIATED BY:

CALL HANDLER:

CLIENT:

ADDRESS:

CONTACT:

POSITION:

TEL,

E-MAIL:

NATURE OF BUSINESS:

PURPOSE OF CALL:

COMMENTS:

ACTION REQUIRED:

BYWHDM:

DATE AND TIME:.

Situation 2
You work as the Marketing Manager in th e marketing department of a clothes
manufacturer, Lewis & Co. You are looking for someone to print some labels
for your new ran ge of jeans. T he labels have to be printed on quali ty card in two
colours. They also have to be cut to the shape of the company logo. You lVant
10,000 labels. Phone ADH Graphics for an estimate.

AD DITIONAL MATERIAL
06 CORRESPONDENCE 07 HOTELS
Answers (p38. ex2) ..
... ...!.!'. .
'

!.1. .. _ Speaker A: Phone room se rvice to

.! .:
Dear Mr Holmbrook,
Th ank you for your order. I just wish
to confirm that we have received
your order details and we have
started to process them. If your item
is not in stock or if there are any
dispatch problems we w ill contact
you within the next 24136 hrs. Please
conta ct us if you have not received
your order within 7 days at orders@
ciclosciclone.com so that w e can
resolve the issue.
Than k you o nce again.
Best w ishes,
CiciosCiclone (Dispatch Team)
.! !. .!.... .. -
make requests for:
Dear Mr Holmbrook, • a bottle of C lenliddich whisky
We apologise for the delay, but we • someone to fi x the millibar
have worked out the shipping costs • someo ne to explain how th e TV pay
of your modified order. It wi ll be an channels work
extra £6 .99. • someone to sew on a button
To activate this transaction we will • an extra set of clea n towels
need to fe-take your card details • (your own request)
by ph one to process the payment
manual ly. We w ill need the long
number on the front of your card, the
expiry date, and the security code on
the back of the ca rd .
Thank you for your patience and for
shopping with CidosCiclone.
I look forward to hearing from you .
Best w ishes,
Diego Martin

.!

Dear Mr Holmbrook, Dear Mr Holmbrook,

Regarding the modification, it will
not be a problem . The total amount
for your order w ill be £84.85.
tlook fo rward t o hearing from you.
Best w ishes,
Diego Martin
Please do not w orry. We will sort the
problem out for you, and your order
will be with you shortly. Once again,
please accept our apo logies.
Best wishes,
Diego Martin

09 SPIRIT OF ENTERPRISE
Change (p60, ex4)

Speaker B: Look at the information in the table. Work with yo ur partner to

complete the missing information and find out how Inditcx has cha nged over the
last four years.

Inditex four years ago now

Shops worldwide 2.244

New stores in year 439

Employees 47.046

Countries where the group operates 64

% of international sates 55%

Chains in group eight· Zara, Kiddy's Class, Pull & Bear,

Massimo Dutti, Bershka
Stradivarius, Oysho, Zara Home

Turnover €5,569 million

Net profits €l,002 million

Headquarters Arteixo, La Coruna

I ADDITIONAL M ATERIAL
03 TELEPHONE TALK 10 STRESSED TO THE LIMIT
Sales contacts (p23. ex2) The ten most stressful Jobs (p63 ,ex4)

Speaker A Measured by level of 2 1 spec ifi c job

Situation 1 dema nds, in th e USA th e ten m ost
Yo u work as th e Pu bli cat ions O ffi ce r in th e marketi ng departm en t of Ivliki-c han stressful jobs are:
Fashi on Accessori es. Yo u are currently prod ucing yo ur new com pany brochu re . 1 Inn er-city hi gh sc hool teac her
This is a 32-page, full colour broch ure o n h igh quali ty pape r. You need 30,000 2 Pol ice offi ce r
cop ies. Phone ADH G raphics for an estimate. Th e only problem is th at the 3 I\.llinc r
broch ure needs to be ready in ten days. Ca n th ey do it? 4 Ai r traffic con troll er
Situation 2 5 Hosp ital doc tor
YOll work fo r ADH G raph ics. A pote ntia l clien t ph ones yo u. Listen to what the 6 Stockbroker
c usto m er Welnts an d complete th e phone con tact for m below with th e necessary 7 Jou rn al ist
inform ati on . 8 C ustom er complai nt worke r
9 Waiter
10 Sec retary
DATE:
CALL I NITIATED BY:
CALL HANDLER:
CLIENT,
ADDRESS:
CONTACT:
POSITION:

TEL
E-MAIL:
NATURE OF BUSINESS,
PURPOSE OF CALL,
COMMENTS:

ACTION REQUIRED:
BYWHOM:

DATE AND TIME:

02 WOMAN AT WORK
What's in a job (p15. ex3)

Speaker A
You r pa rtn er has th e mi ss ing in fo rmati on . Co mpl ete th e c hart by asking qu esti ons
like th e on es in exercise 2 o n page 15.

Name Janice Delia

Job title Director of Retail Sales

Type of company
I chain of clothing stores

Working hours
I 45

Responsibilities Leading a team of 25. Accounts and stock control.

Maintaining inventory in stores.

WeekendlLate evening work

Most enjoys
II One evening and one weekend day a week . Sometimes
'on call' with a pager in case of emergencies.

Satisfying internal clients. People she works with.

Travel
I Not often. Trips to different stores. 3 trade fairs a year.

Holidays 2 weeks. 3 weeks after 5 years' service.

Ratio of women to men in position/field 60% male, 40% female.

ADDITIONAL MATERIAL
03 TELEPHONE TALK 14 HIRING AND FIRING
Telephone frustration (p21. ex2) What about the workers? (p92. ex2)

The five lII<:1i n rrustrat ions clistomers experi ence in dealing
with telephone staff are:
• tak ing too long to answer
• being put on hold and forgotten
• being transferred and having to repeat their enquiry
• being answered by voicemail and other machines
• not having ca lls returned
13 AIR TRAVEL
The negotiation game (pB5. ex2)
Speaker A: Buyer
Negotiate wi th yo ur parhler to get the best deal possible.
You get points for each category of the deal - price, quanti ty,
del ivery time, and so all. !--o r example, if you agree on a price
of6 euros, you get 2 points, or 3 points if the priee is 5.5.
Add your points for each calegory to get your scorc. To be a
successful negotia tor YO ll ha ve to get at least ten points.
Student A
I Read the article.
2 Find and underline in the article five examples of the
passive.
3 Match the fi ve words and phrases in bold in the article
to five of the definitions below. Ask yo ur partner which
wo rds match the other li ve definiti ons.
a compensate for
b percentage of working population wilhout iobs
c employees with training and ab ili ties to do technical tasks
d people who are unemployed for a long time
e what employees can legally expecl from their employers
f moti va ting factors
g money paid to people who don 'l have iobs

Points 2 3 h all the people who work in a country or for a company

6.5 6 5.5 €
the number of employees a company requires to do its
200 150 100 units
work ..
3 2 weeks workers who have contrac ts li mi ted to a period of time
30 60 90 days
4 Whieh country do you think the article is about? Could it
Guarantee 6 12 18 months be your country? Why? Wh y no t? Explain you r reasons to
your partner.
Useful language
Let's talk abou t (price) I can't go any
That's Illy best offer.
Okay, I ean go wi th that.
I can't do that.
Can yo u help me on this?
Ski lis shortage
II's a deal! linked to job insecurity
06 CORRESPONDENCE According to a survey which was carried out by the
Confederation of Industry, almost two thirds of the
Answer. An important order (p41. ex]) country's companies are experiencing a shortage of skilled
workers. It is a problem which particularly affects the
A: S-A-G, can I help YOll?
electronics industry.
B: Yes, this is Elena Moretti from Stern Hydraulics. Could I
The companies claimed that they provided training for
speak to john Bird, please? their workforce, but that this on its own was not sufficient
A: Oh , hello, Elena. I'm afraid john isn't here at the to cover their staffing needs.
moment. Can I take a message? In an attempt to make up for this lack of skilled
B: Yes, he sent me an order confirmation - the reference is workers, nearly half of the 670 firms which were contacted
DHOI0601 - but the delivery date is wrong. said that they had increased their use of temporary staff,
A: Oh , dear. Can you give me the details? and over a quarter intended to do the same in the next year.
B: Yes, il says july 7th, but the agrecd deli very date was june According to a spokesman for the Confederation, a
22nd. It's really important. result of this skills shortage is an increase in feelings of job
A: I see. Well , I'll tell him as soon as he comes in . insecurity among a third of employees. 'It is increasingly
B: T hank you. I'm not at all happy about this. A lot depends difficult to provide people with jobs for life,' he said.
Although over 60% of firms said staff were paid based
on this order.
on their skills and level of competence, the Confederation
A: Right, Elena, leave it with me. I'm terribly sorry abou t noted that while salaries at management level were
this. frequently negotiated individually, conditions for clerical
B: No, ii's not yo ur fault. just ask john to phone me. and manual workers were usually agreed at a company-
A: All right, then. Bye for now. wide level.
B: Goodbye.

I ADDITIONAL MATERIAL
06 CORRESPONDENCE
On-the-spot deasions (p39. ex 5)

Speaker R C hoose a problem from the table and tell Speaker A. Begin I've go t
a problem ... Speaker A will offer a sol uti on and th en tell you about a problem .
React using one of th e solutions below. Say Don't won)" 1'1/ .
B I've got a problem, the battery in my mobile's {lat.
A Don't worry, I'll lend you mine.

Problems
I can't understand these figures.
My computer keeps crashing.
I can't get an answer from the taxi service.
I need to speak to you urgently.
The printer is not worki ng properly.
I don't know how to use this prog ram.
Our e-mail system isn't working.
Solutions
I'll look for information on the Internet.
I'll send it to you again.
I'll go through it and correct them.
I'll reserve the tickets for you t his morning.
I'll look it up for you.
I'll print them out for you.
I'll get you an aspirin.

14 HIRING AND FIRING

What about the workers? (p92. ex2)

Student B
I Read the arti cle.
2 Find and und erline in th e article Fi ve examples of th e passive.
3 M atch the five words a nd ph rases in bold in th e a rticl e to fi ve of th e de finition s
below. Ask your partner whi ch words match th e oth er fi ve defi ni tions.
a cOlnpe nsa te fo r
b pe rce ntage of working population without jobs
c employees with training a nd abilit ies to do tec hnical tasks
d people who are un employed for a long tim e
e what em ployees can legall y ex peel from th eir employe rs
f motivating factors
g mon ey paid to people who don 't have jobs
h all th e people who wo rk in a cou ntry or for a company ..
the num ber of em ployees a co mpany requires to do its work
I workers who ha ve co ntrac ts li mited to a period of tim e
4 Wh ic h country do you think the article is abo ut? Could it be your cou ntry?
Wh y? Wh y not? Expla in your reasons to your partner.

Unions general strike threat

The whole of the country will be brought to a halt if plans
for a general strike go ahead . The threatened st rike has been
ca ll ed by t he un ions in reaction to the government's attempts
to cut unemployment ben efits. With the proposed changes
unemployed workers will have to take one of the first three
'acceptable' job offers which are put to them, if the place
of work is within 30 km of their homes. If they refuse, they
will lose thei r benefits. Also, anyone who is sacked f rom thei r
job but appealing against the decision w ill lose their salary
entitl ement during the per iod of t he appeal.
The two main unions, each w ith over a mi l lion member s,
say t hat the reforms are a direct attack on workers' rights.
They say the changes will be espec ia lly negative for t hose
who lose th eir jobs, and the long-term unemp loyed. They
also claim t hat th e new law will make it easier and cheaper
for com panies t o lay off staff, and w i ll lead to increased job
insecurity.
With an 11. 3% unemployment rate, the highest in
the European Union, the reforms have been defended by
the government, which says they are necessary in order
to be com pet it ive an d provide an open and flexi ble labour
market. It says the measures will he lp solve t he problem of
unemployment by increasi ng t he incentives for peopl e to fi nd
jobs. Although its re lat ions with the labour movement have
been generally good for t he last six years, trade union offici als
say that t his time the government has go ne too far.

ADDtTIONAL MATERIAL
06 CORRESPONDENCE 03 TELEPHONE TALK
Could you tell me •. 7 (p20. ex4)

Spea ker B: YOll arc; Joh n Bird . You u nd c rsla m\ why Elena
jvloretti is angry. HeTcom pany is olle of your best custome rs.
Y OllT prod uction departmen t let you down. They promised
to mee t the de live ry date but th ere was a tra nsport strike and
so m e compone nt s didn 't a rrive. Apo logise as Illuch as yo u
can for whal' happened and inve nt exc uses for eve ryth ing.
Offer to pay for" hol iday weekend in London for El ena , bu t
do n't make all)' prom ises YOll can't keep.
15 TIME
BE SLOPPY
A good hour or two can be gained every few weeks jf you
keep your desk in a mess. Fr iday afternoons and Monday
mornings are perfec t times to set aside for clean ing up you r
wo rk area. (28 min utes to an hour once a week)
THE COMPUTER
Load your com puter wi th unnecessary programs th at make
your machine run more slowly. W hile you're wa iting for the
PC to process in fo rmation, sit back and relax. If the boss
quest ions you, just say, IDamn computers.' He'll laugh and
agree with you. (rou ghl y 42 minutes a day)
THE INTERNET
Be very careful misusi ng the com pany PC to surf the Net
for persona l enjoyment. Your boss knows the Internet is
a big waste of t ime and is watchi ng for people who are
doing web searc hes for MP3s and games. The best way is
to use it for al l resea rch. If you need a phone number fo r a
client across town, use the I nternet t o find it. Most peop le
just reac h for a phone book, wh ich is faster than using the
Internet. (roughly 9 to 33 min utes a day )
Speaker B
You we re just about to se nd th is e-mail to colleague, when
th ey ring you. Answer th e ir qu estion s.
O RO
- ..... _.. ,- - - ", ""-
To:
From:
Subject: Annual sales meeting
You're on flight SA 44362 at 1955 on th e 21st
Dece mber from l ondon Heathrow terminal 2. Yo u' ll
be met by a taxi wh ich w ill take you to the factory to
meet Mr Fuentes. It's about 40 k ilometres from the
airport.
You 've got one hour with Mr Fuentes. Then you leave
to get to the hotel for the meeting . You'll need to go
across country. Avis have either a Rang e Rover 3.6 or
Jeep Grand Cherokee. w hicheve r yo u prefer. An armed
guide wi ll accompany you . Don't f orget that you'l l
need to carry your passport and international driving
licence at all times.
The hotel is The Lodge. It's in the middle of the forest,
twenty miles from the nearest town, and has 5 stars.
All the rooms (including the meeting room) have been
booked f or the w hole wee k.
All the best,

OFFICE CONVERSATIONS
Enter business conversations around the office that are
t ak ing place in the open. You don 't have to be a part of the
conversation very much. The important thin g is to be there
physically. Just listen and nod your head when appropriate.
(23 minutes to 1.3 hours)

MEETINGS
Go to every meeting you can get into. You'd be surprised
at how many people miss the oppo rtunity t o waste t ime by
avoiding meetings. Once you're in a meeting, it's al l about
planning your weekend, or thinking about the football game
you watc hed t he night before. (According to Office Studies
International the average meeting takes 42 minutes and
meetings happen every 5 hours. Count on 2-3 meetings a
week.)
Adapted from 'Wasting time at work ' by Galen Black
Source: www.vgg.com

I ADDITIONAL MATERIAL
06 CORRESPONDENCE 02 WOMAN AT WORK

Problems Solutions Aga inst

• rvlost people don't have interes ting
I've got a headache. I'll get you an aspirin.
th in gs to say - most blogs are not
I can't understand these figures. I'll explain them to you.
very good.
My computer keeps crashing. I'll call the IT technician.
We didn't get your fax. I'll send it to you again. • IVlost people are not very good at
This report has lots of errors in it. I'll go through it and correct them. express ing th eir ideas clearly in
I can't remember his phone number. I'll look it up for you. writin g.
I need to speak to you urgently. I'll phone you this afternoon . • People with som ethi ng to say don' t
I haven't booked my flight to Berlin. I'll reserve the tickets for you this morning.
usually have time to write and
The printer is not working properly. I'll change the ink cartridge.
I don't know how to use this program. I'll show you how it works. people with the tim e have nothing
I need three copies of this proposal. I'll print them out for you. to say.
I don't know anything about this company. I'll look for information on the Internet. • A blog is easy to start but diffi cult
Our e· mail system isn't working. I'll fax the details to you instead. and tim e-consuming to mainta in .
I can't get an answer from the taxi service. I'll take you to the airport.
A blog wh ich is no t updated gives a
very bad impress ion.
17 OFFICE GOSSIP • It isn' t always a goo d idea to let
peopl e to say what th ey think - it
can create an image of confu sion
Speaker B: You are th e person nel mana ger of th e company with th e noti ce below and con Aictin g me ssages.
about coffee breaks. You think a lot of tim e is wasted by people chatting and Compa nies are not democracies!
gossipi ng whe n th ey are supposed to be work ing. You are under pressure from th e
M anagi ng D irector to imp rove th e efficiency of th e company. Also, recently there 18 E-COMMERCE
ha ve been a lot of TUm ours about staff cutbacks. Most of th em are false bu t so me
are true, an d this is creating a lot of problems.
a Whe n you buy so methi ng for
yo urself with your own mon ey,
yo u're interested in qua li ty and
COMPANY NOTICE pnce.
b Wh e n you buy someth ing for
Emp loyees may take up to three coffee breaks per day. som eo ne else with your own
m oney, yo u're interested in price.
Maximum t ime at coffee machine: four minutes.
c Wh en you buy somethi ng for
A l l 'gossi p' or discussion of non-work related matters is prohibited . yo urself with someone else's m oney,
yo u're interested in quali ty.
d Wh en you buy so mething for
someone else with someone else's
CASE STUDY 4 m oney, who ca res!
COMPANY STRUCTURE

A DDITIONAL MATERIAL
18 E-COMMERCE
The future of the Internet (p116. ex3)

Som e ex pe rt s did not eithe r agree O f di sagree. In so me cases th ey did not answer and in oth ers th ey gave a different answe r.

Agree Disagree

At least one devastating attack will collapse the Internet in the next 10 years. 66% 11%

Manufacturers will use computing devices in appliances, cars, phones and even clothes. As a result, there will be more
59 % 15%
government and business surveillance. The authorities will arrest more people using this evidence.

In ten years, most students will spend at least part of their "school days" in virtual classes. 57% 18%

Tele-work and home-schooling will grow and the barriers between work and leisure will be less clear. Everyday family
56% 17%
life will change as a result.

The Internet will make people more creative. They will collaborate with others to make more music, art, and literature.
54% 18%
Their work will circulated freely online and will command the attention of a wide public.

All medIa, including audio, video, print. and voice, will stream in and out of the home or office via the Internet.
Computers that control video games, audio, and video will become the centre of the living room. They will link to 53% 18%
networked devices around the house, replacing the television's central place in the home.

Internet users will continue to easily copy and distribute digItal products freely through anonymous peeHo-peer
52% 20%
networks. It won't be possible to stop this.

The number of dangerous fanatics in politics, in religion and In groups which believe in using violence will increase as
50 % 23%
their networks grow online.

Online medical resources will help solve healthcare problems such as rising costs, poor customer service and lack of
48% 22%
access to medical care.

The size of people's social networks will grow. People WIll have a much wider range of information about job
42 % 29%
opportunities, personal servICes, common interests, and products.

People will vote in elections online without problems of security. More people will participate in elections as a result. 39% 30%

07 HOTELS 19 E-WORK
World records (p49. exl) Teleworklng (p123, exS)

city chain price city chain price Does working at home really w o rk?
Hilton International 272 476 Advantages Disadvantages
Accorhotels 238 London 408 The workplace
Amsterdam 13 10
Crowne Plaza 195 329
Best Western 178 188
The working day 12
I 8
494 Accorhotels 584 Commuting 5 3

Frankfurt 330
157
New York Hilton International
Crowne Plaza
457
268
Technology
I " 15
Efficiency 2 1
152 Best Western 260
Costs 7 6
Crowne Plaza 394 420
MotIvation 16
Geneva Hilton International 357 381 't
Paris
Accorhotels 260 361
Family t
Best Western 148 254

I ADD ITIONAL MATERIAL

06 CORRESPONDENCE 13 AIR TRAVEL
Answer5: language link (p42. crossword) The negotiation game {p8S, ex2}

Across D own Speaker B: Seller

I delivery 2 immediately Negotiate with your partner to get the best deal possible. Yo u get points for
6 p ro mpt 3 expe nsive each category of the deal - price, quan ti ty, delivery ti me, and so on. For
8 inform al 4 signa ture exa mple, if you agree on a price of 6 euros, you get 2 points, or 3 points if
9 handwriting 5 deta ils the price is 6.5. Add your points for each category to get yo ur score. To be a
10 fax 7 couri er sllccessful nego tiator YOll have to get at least ten points.
13 b usin ess II apologise
15 correspondence 12 re ply Points 2 3
19 check 14 In tern et
PrIce 5.5 6 6.5 €
21 decision 16 worri ed
22 message 17 phon ing Quantity 100 150 200 units
24 an noyed 18 m istake Delivery 2 3 weeks
28 welc om e 20 that
skills Payment 90 60 30 days
29 dow n 23
30 confirm 25 order Guarantee 18 12 6 months
26 send
27 cost
Useful language
Let's tal k abollt (price) I ca n' t go any h igherllowe r.
09 SPIRIT OF ENTERPRISE
That's my best offer. I can't do that.
Answers: language hnks (p62. Practice 5) Okay, I can go with that. Ca n YOll help m e o n this?
It's a deal!

The Inditex group consists of almost a

20 WORKING LUNCH
hundred companies dealing with textile
DISCUSSion (p127, ex1)
design, production and distribution. Its
unique management techniques and its
successes (a) have turned Inditex into one
A business lunch is part meal, part meeting. It's informal, but at the same time
of the world's largest fashion groups.
there's a long list of unwritten rules that can't be broken. According to a poll
The first Zara shop (b) opened in 1975
conducted by the Creative Group, an advertiSing and marketing firm in Menlo
in La Coruna in northern Spain. Over the
Park, Calif., being rude to a restaurant employee is the No.1 reason a business
years the group (e) has added other chains
lunch goes bad. What are other reasons?
to the original Zara, each covering a
Arriving late.
different market sector. In 1991 the group
• Bad table manners.
(d) creat ed Pull & Bear, and in 1995
• Dressing too casually.
(e) acquired 100% of Massimo Dutti.
But what else can go wrong and how do you keep it from happening? Here's
Bershka (f) st arted its activity in 1998,
a look at some other common business-lunch 'faux pas' that are easily
followed by the acquisition of Stradivarius
preventable:
in 1999. Two years later Inditex
Choos ing th e wrong restaurant. For example: inviting a prospective client
(g) launched Oysho, a chain specialising in
who is allergic to shellfish to a seafood restaurant.
fashionable lingerie and underwear.
Sitting at t he wrong table. What if you can't discuss the deal because of
In the last four years the number of
all the noise? Or the quiet restaurant where you have to whisper for fear of
shops in the group (h) has reached a
being overheard by the people at the next table? The ideal establishment is
figure of over a three thousand, and the
one where you don't have to shout but you have some privacy.
group now has operations in 64 countries
Saying t he wro ng t hing. At an American business lunch, it's cons idered
worldwide . In the same period, sales
inappropriate to get down to business before the waiter has handed you the
(i) have increased by 22% and net profits
menu. In other countries, you don't talk business until the first glass of wine
by 25%.
has been poured and the host offers a toast. Elsewhere, ordering wine is
Despite its size, the group still controls
considered inappropriate.
its activities from a logistical centre in
Ending it t he wrong way. A verbal "thank you" is always appropriate (even
Arteixo, a village in the north-west of
if it didn't go as you planned). If possible, send a thank-you note (which
Spain, but in 2003 it (j) fini shed work on
is also another opportunity to send your business card), noting what you
'Plataforma Europa', a new distribution
specifically liked about the meal and, possibly, recapping the conversation .
centre in Zaragoza.
Source: www.elliott.org

A DDITIONAL M ATERIAL
CASE STUDY 4
COMPANY STRUCTURE

Advantages Disadvantages

Functional Specialisation - each department focuses on its own work. Closed commun ication could lead to lack of focus.
Accountabil ity - someone is responsible for the section. Departments can become resistant to change.
Clarity - employees understand the irs and others' roles . Coordination can be difficult and may take too long.
Gap between top and bottom.

By Productl Clear focus on market segment helps meet customers' needs. Duplication of functions (e.g. different sales force for each
Activity Positive competition between divisions. division).
Better control as each division can act as separate profit Negative effects of competition .
centre. Lack of central control over each separate division.

By Serve local needs better. Conflict between local and central management.
Geographical Positive competition. Duplication of resources and functions e.g. a different sales
Area More effective communication between firm and local force for each product.
customers.
By Project Facilitates a multi-disciplinary or cross-functional way of Can make organisational boundaries less clea r.
working. Confuses lines of accountability as employees may report to
Can flatten a business' hierarchy. several different managers.
Ensures a business is organ ised according to its core activities.
Makes better use of employees' skills.

07 HOTELS

Largest MGM Grand Las Vegas 6,276 rooms

Tallest Rose Tower Dubai 72 floors
Most expensive room MGM Grand Las Vegas $5,000 room/night
Highest Lhasa Hotel Lhasa 12087 feet above sea level
Most northern Ny-Alesund Svalbard, Norway 78'55'N 11'56'E
Most southern Ushuaia Ushuaia, Argentina 54'48'S 68'18'W
Oldest Hoshi Ryokan Awazu, Japan It opened in 717

02 WOMAN AT WORK

Speaker B
Your partner has the missing in form ati on. Complete the chart by as king questions like the ones in exe rcise 2 on page 15.

Name Janice Delia

Job title Production Manager

Type of company software company

Working hours Normally 40·50 hours but can be up to 75

Responsibilities Managing website. liaising with international offices.

Weekendllate evening work Not in her present position.

Most enJoys Doing something that makes a real difference to the

company.

Travel Occasional trips to other offices.

Holidays 3 weeks

Ratio of women to men in position/field Half the department are women but only two have
technical skills.

A DD ITIONAL MATERIAL
01 INTRODUCTIONS
: . 1.0,
A: Okay eve rybody, can we make a start?
I'irsl of all. 3How IllC to welcome yO Il al l
to Ashbourne j\!lanagcmen t College. l'vl)'
na me is Mariah \-Vil so11 and [ am the
mai n tutor for OllT ' Perfo rma nce T hrough
People' course. It's always Llseful to know
somethin g abou t the backgrou nd of the
othe r participants so we normally begin by
asking you to introduce yourself to the rest
orlhe group. Perhaps we cou ld start with
yOll, Jan?
B: Yes, hello. My name is Jan Werner. I work
fo r Mctronet Fibre. Our 1113 i l1 business
is fibre optics. We install urban fib re-
opti c networks for telecommunication
systems all over th e world . I'm director of
comm u n ica tions in the H R depa rtmen t.
I'm Norwegian but I live an d work in
the Czech Republi c. Our head office
is in Prague. That's where I'm based.
At the m om ent, though , I am spe nd ing
<l lot of time visiting our other offices
in Europe. I organise and ru n different
management tra ining courses for our
scnior management.
A: 'T'hank yOll Jan. S ilvia?
C: Well, I'm Silvia Fo rtuni. I'm Catalan
an d I'm from Barcelona. I work for a big
retail chain wi th franchise s all over the
world . We ma nu fac ture an d sell cl othes
and fashio n accessori es but of course, m)'
role is rela ted to personnel. I work out
of our head quarters ill Barcelona and I
am di rector of staff train ing responsible
for recruitm ent and training in the
European area. I have to say I love m}' job
and I welcome the oppo rtunity to learn
someth ing m ore about performance an d
motivation . I think that's it. If yo u wan t to
know anythi ng more, you can ask me.
0 : M y tu rn ? I-l i everybod y. My name Jean-
Christop he Marcha l but m ost people just
call me Jc. I'm here because I have a new
job in the 1-11\ department of Aqualux.
I'm m ainly in volved with staff train ing.
As I say, it's a new job for m e but I have
five years' experi ence working in the I-IR
fi eld. You p robably think fro m my accent
tha t I'm French . Actu.l lly, I' m Belgian
but I'm based in Paris whe re we h ave our
m ain offi ce. Aqualux is a uti lities company
an d ou r main activity is the supply and
treahn en t of wa ter and waste.
1\: Thank you Jc. Now, Elena , I thi nk it's
your tu rn .
1.12
Hel lo and welcome to Business Talk. If you've
cver had a mell] in an India n restaurant in
th e UK, you've probably s<l mp lcd th e subject
of this week's program m e. T his month we
are looking at th e retai l food trade and today
we exa m ine th e amazing success of one of
the fastest-grow ing beer brands in the UK.
Cobra exports to more tl1<111 45 countrics
worldwi dc, and now with su bsidiaries in India,
I'hra\cl; In bold :Ire (fIllll till: Bank-. ill 11h' l..anguoIgc J .ink--
South Africa and the US, it is becom ing a
ma instream, global beer brand. Later on we
talk to the foun der and managing director,
Karan Bilimoria. but first. here's a qui ck
prufi ll: uftlll.:
Back in 1989 an unknown Cambri dge
grad uate with previous busi ness experien ce se t
up Cob ra Beer to fi l1 a very specific gap in the
market. Karan Bili lll oria noticed h ow no rmal
beers left eaters of curry feeli ng very full and
b loated , so h e had the idea of a lighter, less
gassy beer. T his is its US P or unique sel1ing
point but h is a im was to brew the best Indi:m
beer possible and to m ake it a global bra nd .
He slarted by importing hi s beer from India,
but nowadays Cob ra is brewed in the UK,
Po land, Belgi u lll, th e Netherlan ds and India.
Cobra Bee r uses only ll<ltura l ingredients
but retains <l prem iu m stre ngth of 5%. As an
indication of its quality, Cobra Beer won 6
Gmnd C old rvledals alld 14 Cold Medals at
th e 2007 Momle Selection becr awards in
Brussels.
Cobra Beer has a turnover of £75 million
a year and supplies ovcr 6,000 restau ra nts
and most major supermarkets and retail
d ri nk chains in the U K. It is also ava ilable in
nearly 6,000 ;1I1d cluhs. T he company is
expanding rapi dly wit h a growth raLc of 42% in
the last ten years.
T h e compa ny h eadqua rters a rc in
Fulham , in southwest London but it now
has subs idia ries in India, Sou th Africa and the
US. As a current development it is extending
op erations to meet the de ma nd for Cobra
in the European and worl dwide market, but
K'Han says Ihal innovation is sl ill th e key to
the Colml philosophy. His busi n ess pri nciples
fro m th e outset a re very stmightforward. They
arc: th e product com es first; be d ifferen t and
better; never ask for exclusivi ty; treat supplie rs
and customers wit h the sa m e respect;
ma intai n an inform al yet professiona l office
atmosphere.
02 WOMAN AT WORK
1 o·
A: vVhat's that?
B: O h , it's a blog by a woman who's a top
ma nage r in a big telecom company.
A: What d oes she say?
B: It's about her d aily routinc . I wonder how
she can sl1fvive o n five hou rs' sleep.
A: It's proba bly 110t true. People can inven t
anyth ing they like in blogs. 'Vhat do you
t hink about people bl oggi ng?
B: It depends wh at you m ean by blog.
{\; Well I'd say th at m ost people who are
normal don " have much to say that's of .m y
interest to anyone else .
B: Yes, you 're probably right, but it depends
o n the type ofb log. Technica l blogs can be
quite usefu l.
A: Wh at do yo u m ea n?
B: You h ave som e problem with th e
compute r, do a sea rc h on Coogle a nd find
the solution in SOlll e tech ie 's blog.
A: Okay, but that's an example of a blog
whic h has usefu l information on a vcry
specific sub ject. blogs are just
people's opinions.
B: Well , that's dem oc ratic.
1\: I' m 1I0t sure abou t that. T ill: illfor11la tioll
migh t just be mbbish .
B: Aren 't you bei ng a bit negative? For
example , from a business point of view
they can be ve ry lISefUI.
A: Our compa ny blog for exa mp le?
B: Yes, it's a good way for us to share
informatioll and ideas .
A: Yo u mean complain about things an d
gossip . It's a good theory but in practice
it doesn' t wo rk. In any case , you can't say
wh at you rC;l lly think because you m ight
get into trou ble.
B: Maybe, but look at Sally Mc De rm ott's
bl og. It ma kes h er company look more
human. It's good publ ic rela tion s.
A: Do you really think it makes any
difference? Who's going to read it lll1 )'W'1Y?
B: Lots of peop le . i'.'I e, for a start.
:
A: Hi Eddie. How are yo u ?
13: Oh h ello Jenn ie. I'm fine, And you?
i\: f ine th anks. I-low's Fiona?
B: Oh, she's okay. She's got a n ew job.
A: Rea lly, that's good.
B: Well, yes, I suppose so but rill worri ed
sh e's working too hard.
A: O h d ea r. Docs it involvc lo ng hours?
B: O fficiall y 40 hours but she often works
late. We don't see h e r at home m ueh.
A: \\lh at's sh e doing?
B: It's the S,lmc company - you know
- educat ional softwa re, but she's now
regional ma rketing manager for \\lestern
E u rope.
A: Soun ds impressive. W hat d oes it involve?
B: Apart fro m be ing in ch arge of the sal es
re ps sh e's also involved in n ew product
developmen t and the whole m arketing
strategy of the company.
A: Docs it mean a lot of travel li ng?
B: It seems to. At least a couple of trips ;1
month.
A: I scc.
B: I d on't mind that. It's the wee kends that
calise problems.
A: D oes she h.wc to work weckends?
13: Not cvery weeke nd but we can neve r make
p lans.
A: Ob demo How much holiday does she get?
B: It's not bad. Threc wee ks a year. But th at's
a long way off.
A: You 're being a b it negative . Does she
enj oy it?
B: It's hard work but I th ink she enjoys thc
challenge.
!\: But you're not very happy.
B: I'm happy for he r. T he m oney's good
and it's grea t for h er ca reer but there is a
downside.
A: Well , it's always difficu lt Oi l the bcginni ng.
Anyway, give h er m y rega rds. \Vil y don ',
we go for a d ri nk somcti m e?
B: Okay, I will and yes, I'd like that.
LISTENING SCRIPTS
03 TELEPHONE TALK
1.05
A A: Yes?
B: Can I speak to Dere k La Motte please?
A: Who?
B: Derek L1Motte. Is that ILM ?
A: What number d id you want?
B, 0837 621882.
A: No, I'm afraid you've got the wrong
number.
: . 1.06
B You have one message from 903586759 at
18.30 on Apr il 1. ... ' Hi , it's Dave here ."
'.01
C C: This is the Bet'IC uidc directory service.
Donna speaking. Whi ch ci ty?
0 : I'm in Portsmouth. C an y Oll give me
the number of Budget Car renta l
please?
C: Just one moment. I have three
numbers.
0 : Oh . I need to callthc m to report a
brea kdown .
C: Okay. It must be th is o ne.
0 : I think the number .
E: The nu mbe r YOll require is 0453
6782 34. T he nu mber you require is
0453678234.
: 1.0S
D F: UKN Systems. Janet speaki ng.
C : Morn ing. My name's Peter Bland from
Pressic SA. J arranged to meet Derek
LaMotte at a factory out here on the
Houghton Industrial Estate but I can't
find it. Cou ld you give me his mobi le
number so I can ask hinl where it is?
F: Err, yes. Just one moment.
G: II's probably just around the corner.
F, It's 07663493782.
G: I'm sorry. Could you say that aga in a bit
slower?
F, 07663493782.
G: Right. Got it. T hanks.
F, Bye.
G: Yea h. Goodbye.
1.0'
E Remember, YOli have the chance to win
£1000. Ring now on 0902386980. I'll
repeat tha t for you. If YOll know the answer,
ph one us now on 0902386980.
110
A: InterAi r, ca n I hel p you?
B: Yes, pl ease. I'd like some info rmation about
a Righ t arriving from Munich.
A: Yes. Do you know what the Right numbe r
is?
13: The Right number? rill not sure. I know it
leaves Mu nich at 1730.
A Oh, yes, that's IA 345 .
B: Yes, that's it. Cou ld you tell me what time
it gets in?
A: Yes, the arriva l tim e is 19 10.
B: 19 10. Do YOli know if there's any delay?
A: No, the Right is a ll time.
B: Right, thank you very much.
I LISTENING SCRIPTS
A: You 're welco me. Goodbye.
: . 1.11
A A: Can I have extensio n 305 , please?
13: I' m afraid the line is engaged . Will you
hold?
1.12
B A: Cou ld I just check that? YOli need 50
units by Frida)" and Mr Joha nsson can
conta ct you 011943 694726.
B: Yes, th at's correct.
A: Right , Mr Smith. I'll give him the
messagc as soon as he's free.
"'
C A: ... and it really is n't good enough .
13: Yes, Mr Wright. I un derstand what
you're saying and I apologise for the
error. As soon as Mr Downs is back I'll
ask hi m to get in conta ct with you. I'm
reall y sorry about this.
A: Right, than k YOll. I realise it's not your
fau lt.
: 1.14
o A: Cou ld I have the Sales Department,
please?
B: One moment, please. Just putting you
through now.
1.15
E A: Shonagh C lark speaki ng.
B: Hel lo, J'm phon ing about yo ur letter
of 12th June.
1.16
F A: This is Jorgen Bode here. Could I
speak to Jea n Simmons. please?
B: Oh, I'm sorry, Mr Bode, but Ms
Si mmons isn 't in th e offl ce right now.
Can I ask her to ca ll you back? Or I can
contact her on her mobil e if it's urgen t.
117
A: Hello, cou ld I speak to Mr Whi te, please?
B: Speak ing. How ca n I help YOII?
A: Heilo, Mr Whitc. My nam e is Clarkso n,
fro m Bellstone & the elevator
manufact urers.
B: Yes, [think I've heard of you.
A: I' m in charge of the custom er support
departmen t. I'm phoning to ask fo r an
estimate. It's for a service manual we're
prepari ng.
B: Oh, yes. I don't th ink we've done anyth ing
fo r you before.
A: No , that's right. We're in the process of
updating all our manuals. If th e price is
right, it will mean quite a lot of work.
13: I sec. We ll , cou ld YOli give me the details,
then?
A: Yes, ii's for a manllal of just over 100 pages.
B: 100 pages. Could you tell me what size?
,\ : It's in A5 . We want to pri nt 20,000. But
I'd like estimates for 10,000 and 30,000 as
well.
B: I see. Is it in colour?
A: No, it's in black and white. Mainly text.
Th e cover is in colour, though. I ca n put it
all on a CD for you. Is that all right?
B: Yes, that woul d be perfect. Coul d I just
read my notes back?
A: Yes, go ahead .
B: YOli wa nt quotes for pri nt ru ns of 10,000,
20,000 and 30,000 of an 1\5 100-page
manual in black and white. -nle co\'er
is in colour and you'll be presenting the
material on C D.
A: Th at's right.
B: Wou ld you like me to visit you with some
sa mpl es?
A: Yes, okay.
B: Would tomorrow morni ng su it you?
A: No, I' m out of the office tomorrow. How
B:
about Friday? About ten o'clock?
Friday ... Ihe 16th ... at ten. T hat's fi ne.
I'll bri ng the estimates with me and we can
disc Liss the deta ils then .
A: Fi ne.
B: 0 11, could YOll give me the address?
A: Yes, it's 14, C lapham Road, London SW I4.
B: And your telephone number?
A 0207839 4216.
B, 020783942 16. Right. Oh. do you h""e
e-ma il?
A: Yes, it's c1arkson.bellstone@lin eo ne .com.
B: Can I just cheek that? clarkson, dol,
bellstone at lineone, dot , COlll .
A: Okay, then , Mr White. See you on Friday.
B: Yes. Goodbye, then.
A, Goodh),e.
04 ASKING QUESTIONS
::, 1.1S
Conversa tion I
A: Hel lo. do yO ll mind if I join you?
B: Er, no, not at all.
A: How do you do? My name's Ri ck Van
Looy.
B: Hi. Pleased to meet you. I'm Florent
Rondele.
A: Are YOll fro m around here, then?
B: No, bul my com pany has a store in tOWI1 .
Actually, I live in France.
A: So, what do you do, Fl orent?
B: I'm in marketing. I work for a relili l
company. We deal mainly in leisure goods.
A: Do you mean sports equ ipment?
B: Well , both sports and casual wear. Clothes,
shoes, accessories, stuff like tha t. We ha\'e
stores in several countri es.
A: Sounds like a big operation. How many
stores have you got?
B: Nea rly fifty in total. And wha t line of
business are you in, Rick?
A: Well, quite similar really. rill a sales
manager fo r a large Dutch clothi ng firm ,
Vc rweij Fashion do you know it?
B: Yes, of cou rse. Are you opening a storc
here, then?
A: Yes, we're looking al possible sit es ;1\ the
mo ment.
B: Hm. That ca n be a slow process. Ri ck, do
yOll fa ncy something to drink?
A: Erm, yeah , than ks.
B: Come on, then. Th ere's a table free over
there.
 1.19
Conversation 2
A: Excuse me, does th is belong to you?
13: Oli. tha nk you vc ry llHI(; II .
A: It was on the Roor.
B: Yes, I was looking for it just now. I wan ted
to fi nis h this crossword. I'm feeling a bit
groggy, actually.
A: Yes, it's a long Aight.
B: Isn', it ? Have YOLl got the time?
A: Yes, it's ... erm .. just after midnight.
B: So, do wc land soon?
A: Yes, in about ha lf an hOllr.
B: Oh, good. Do YOll know Bangkok?
A: Yes, I live there. Is this your fi rst lrip there?
B: Yes, it is actuall y.
A: On business, I suppose?
B: Yes, I'm visiting a supplier.
A: Oh, really? I wonde r if I ..
1.20
A: Do you know Jan Nowacki ?
B: Yes, isn't he Director of Business
Development at Cuinness?
A: Not ,my longer. Now he's the Public
Relat ions Manager at the Nat ional Ba nk of
Poland .
B: The Na tional Ban k of Poland, that's
interesting. Do you ha ve .lIlY contact with
him in your work?
A: Not reall y, but I occasionall y play golf with
him.
B: What's he like?
A: He's a ni ce chap. You'd like hi m.
CASE STUDY:
INTERNET ACCESS
1.21
We introd uced our po licy in 1997, when we
gave each employee access to e-mail and th e
Internet. It covered personal lise, downloads,
the usc of e-mail between coll eagues and what
would happen if guidelines were ignored.
We felt it was very important to have a pol icy
- if your employces don ', know the rules, you
can't blame th em for breaki ng them. The
policy is hvo pages long and is part of our
employee ha ndbook. Eac h employee signs for
a copy dur ing their induction and it is th en
theirs to keep and refer to.
With the Internet, ra ther th an ban personal
use we allow our employees to do what they
wa nt, as long (I S they do it during a break.
We do allow perso nal e-mails. but not duri ng
work time. The only thing compl etely ba nned
is internal, non work-related e-mails.This
is because if an employee gets an external
message they cou ld pass it around internally
during th eir break to colleagues who are still
working, and disrupt th em.
We also won't tolerate anyone looking at
adu lt websi tes and we ask employees to be
ca reful with wha t they downlmld. If YOLl allow
your em pl oyees 10 access th e Internet freel y,
you have to protect your IT system against
viruses.
We havc only had a problem once - one of
our kcy members of staff was se nding personal
e-mails back and forth to her boyfriend all
day. When we did take action, it not only
got her focused on her job once again, but
also showed the rest of om staff that we
would enforce our pol icy - cvcn against a key
em pl oyee.
05 COMPANY HISTORIES
1. 22
Nintendo is one of the best-known brands
in the world and th e leade r in interactive
video entertain me nt - a multi-billion dollar
industry. The company has a history which
dates back to th e ninetee nth centu ry. In 1889
Fusajiro Yamauchi founded a small company
to manufacture playing ca rds. TIle compa ny
cont inued this activity over th e yea rs and in
195 3 it manufactured th e first mass-produced
plastic playing cards in Japa n.
In 1963 the co mpany changed its name to
Nin tendo Co. Ltd. and started to manufacture
games as well as playing cards. A couple of
years later in 1965, compa ny boss Hiroshi
Yamauchi hired a young engineer, Gunpei
Yokoi. Cunpei was later the engi neer behi nd
many of the co mpany's most successfu l
products.
In 1975 Nintendo formed a partnership
with Mitsubishi Electri c to take advantage of
thei r micro-processor technology. Throughout
the 70s Nintendo was the leader in video
games fo r public arcades, but in 1983 it
deve loped the NES, th e fi rst console for
use at home. In another clever move, they
negot iat ed deals wi th third-party companies to
produce new ga mes. This was easicr and fas ter
than producing the games themselves.
In 1989 Nin tendo lau nched Game Boy
- the first conso le )'OU cou ld carry around in
your pocket. The package included Tetris -
one of the most addictive ga mes of all tim e. In
1990 Nintendo sales represented 10% of th e
trade deficit between Japan and the USA.
Howeve r, th ere were problems ahead and
in 1994, Sony the Playstation. The
Playstati on worked as a C D playe r as wel l as
a console and was a huge success. Nintendo
fa ced a major new compet itor and as a resu lt,
its sa les suffe red badly.
In 200 I Nintendo launched a new
console, the CameCube. Sales were poor but
at the same time in th e USA, their 'CameBoy
Advanced' domi nated the iwndheld
ma rket. With the disappointing sa les of the
CameC ube and the success of Came Boy
Advanced, Nintendo decided to concentrate
on the portable market. In 2004 th ey released
a ncw handheld console - the Nin tendo OS
(Dual Sc reen). The OS was popular but again
had to compete against Sony and its new
handheld, the PSI'.
So, in 2006, th ings looked bad fo r
Nintendo but once again, a brillian t
innova tion savcd them from disaster - the
'Wi i'. Its most brill ia nt fea ture is a 'wand'
whi ch allows players to physica lly move while
they play a ga me on screen - a compl etely new
concept because th ere are no compli cated
controls and anyone can play with it. With
a clever advertising campaign in a very short
time it ach ieved higher levels of sa les than all
its competitors.
1.23
How old is the Internet? It 's difficult to fix
a single da te for th e bi rth of any complex
technology. In the case of the Internet, people
suggest di ffe ren t dates. It depends on what
they understand the Internet to be.
We know that in 1965, the Advanced
Research Projects Agency (ARPA) under th e
US Department of Defe nce began work on a
system to connect co mputcrs. They called th e
project ARPANET.
O n September 2nd, 1969, in a laboratory
at the University of California, Professor
Leonard Kleinrock connected the first hvo
mach ines. At its si mp lest level, the Internet
connects computers so fo r ma ny peopl e that
day th e Internet was born. The next month
they sen t the firsl message to a com puter at
Stanford University. The message was '1 0'.
They wanted to send th e words 'log in' but
when they typed 'g' the syste m crashed. So
appropr ia tely. th is first word was a phonetic
version of 'hel lo'.
By January 1970 ARPANET connected
comput ers in four Ameri ca n univers iti es, and
by the following yea r the re were 23 in the
system, connect ing differen t universities and
research institut es. In 1973 Ray Tomlinson
sent the first e-mai l via ARPANET. In the
same yea r the Net went internat ional,
connecting computers in England and
Nonvay.
The ARPA, ET was a si ngle nehvork.
but the next step was to conn ect different
nehvorks and to create an 'inte rnehvork'. In
1974 Bob Kahn and Vincent Ce rf inven ted a
software that allowed networks usi ng different
operating systems to connect to each othe r.
The software, ca lled TC PflP, beca me the
universal la nguage of the Intern et on January
1st, 1983. Many experts argue that this event
was th e TeH I birth of th e Internet because it
made it possib le to li nk different networks in
one web.
More and more nehvorks join ed the system
and the number of connected computers
increased drama ti cally: rrom 10,000 in 1984
to 100,000 ;n 1987. By the ea rly 1990, the
World vVide Web was the most popula r
way of browsing th e web, and the nehvork
was access ibl e to anyone in th e world with
a co mputer. In 1992 the number of hosts
reac hed 1,000,000.
In 1993 two progra mm ers, Marc
Andreessen and Eri c Bina, laun ched the firs t
version of Mosa ic. This was the fi rst graph ics-
based browser of the type we all use today
and made possi ble what ma ny people now
understand as the Internet - an easy means to
browse wc bsi tes, get informa tion and spread
news.
LISTENING SCRIPTS
06 CORRESPONDENCE
......
!\: J FA can I help you?
B: Yes, I'm phoning from i\a lural Fu rnishings
in C helsea . Co uld I speak to Pete r
Si mpso lI , please?
A: rm " fmid 0 111 of the offlce right now.
Can I hel p you?
13: Well , I Se nt hi lll "l icxt message and he
has11 't repl ied. It 's ren lly 'Ill ite urgent.
A: Cm rOll te ll me what ii 's ahn ut?
13: It's .. hi t complicated to explai n. I need a
copy of a ce rt ificate for clIstoms. l\ilaybe he
didn't gel Ill)' mcss.1ge. Ca n I just c heck his
1l1obilc - 07636746384?
A: Hang on. Yes, that's the right number.
Listen. why don', you send the details to
me bye-mai l and I'l l send you a copy of
the certificate as an aUached PD F.
B: Ycs, that's a goocl idea. What's your c-mai l
address?
A: Jim , dol. That's H -M, dot, l-F-A. at
lin collc, dot. net. Linc()llc is all o ne wo rd.
13: C m I jllS! th ai ? Jim, dol, JFA. al
!incone. dol, net.
A Yes, th'll 's right.
13: DOli ', worry. I' ll de.d with th e e·ma il
straighl :lway, 13)' th e way, llly nam e's
Cath y, Cal hy Sinter. YUIl mllst be Jim.
A: Yes. Jim KIII:Z.. DOll 't worry abou lthc
certifica te. You'll have it by this afte rnoon.
S: Okay. than ks for your help.
A: You're \\e1come. Bye.
-
A: 1·lavc \\c got n decision from Jim abou t the
t\ l;lSOI1 contract?
B: No, don't worry. I'll ring him about it this
anernoon .
A: I tried - there's no answer.
B: Well , 1"11 hi m 'lIl e·mail, then.
A: You ca n't - our Intra net is down.
B: Ncve r lll ind - I'll !tcnd hi m a fax.
A: I dO ll " thi nk they h.I VC onc.
B: Well, ill th at case, I'll write him a letter
be fore I lcavc lil t: office.
A: O h, comc on, that will takc far too long.
13: So. we'll R)' ou t to see him!
-
A: Oh, thai's II bit expcnsi\'c ...
A S-J\ -C, ca n I help you?
13: Yes, could I speak 10 John Bird?
A: I"m afraid he's not in the office right no\\'.
Can I take a message?
B: Oh dear! It's an urgent order - we need
five hrdmu lic pUlllpS 22 June .
A: Just a minute. Could youleJl me your
name. please?
13: Yes, I'm sorry. It's Elena Moretti fro m Stcrn
Ilydraulics ill Switz.erla nd.
;\: Righ t, I'lIl"akc down th e deta ils an d gel
John to conl:1 (; t you. Did ),0 11 say fi ve units?
13: Yes, the reference is SC 94321.
A: SC 9432 1- five lI nits.
B: that 's right. Bl1 t the importan t thing is
th e del ivery da le - 22 June.
A: I do,,'tthink that will he a prohlem.
S: Good, it's fo r a new cllstmner.
LISTENING SCRIPTS
A: I see. Right, when John comes in, I'll tell A: Yes sir. Is it just for tonigh t?
hi m immediately. Could you confi nnthe
order by e·mail?
13: Yes. Wel l. actually ' havc II fl ight at cleven
th is cvcning so I'll check oul in a few
B: Yes. of course. l1l:lIlks \'cry much. hours. I reall)' need to get some slcep. Is
A: You'rc welcome. Coodb),c. it possi ble to p:.l)' for a room b), the hour?
-..
B, Goodbye. I mea n, do you ha\'e any reduced rates or
somcth i ng?
A: Err ... no sir. I'm afra id not. I have to
A: Cou ld I speak to Elt:na More tt i, pl ease?
chargc yo u for th e whole nigh t. I'm sorr)',
13: Speaking. Is thai John?
but that's th e hotel polic)'.
A: Yes. Hel lo, Elena. I'm phoni ng hack abou l
B: Well , never mind . I'll ta ke il anyway.
your orde r.
A: Oka}'. co uld I sec your passport please?
S: Yes. it's quite urge nt.
And I'll need:1 credit carel.
A: DOlt"! worry. I've got all the details in your
B: Yes, of course. Il ere you arc.
e-mail. No problem .
A: \Vould ),ol1l ike anythi ng else se nt li p 10
S: T hat's good. I was ra ther worried about it.
your Toom?
A: Well , can I help }'OU wit h an}1hi ng e1sc?
B: Yes, please. I'd like a ham and egg sandwich
S: No, but I hope we get marc business fro lll
and 3 diet coke. Oh, I need 10 send some
this customer.
e-mai ls. Is there Intern el access avai lable?
A: Yes, of course. Oka)'. I'll be in tOllch. Bye
J\: 111al's no problem. You ca n pi ck up the
fo r now.
.-
hotel wi·fi in eve!)' room .
B, Good bye.
S: Righ t, than k rOll.
.....
A: You're welcome. Il a\'e:1 good stay.
A: S-A-G, ca n I help YOII ?
13: Ycs, this Elena Morell i fro m Stern
A: 1\ 00111 service. My name is Joha n. Can I
Hyd rau li cs. Could 1 spca k 10 Joh n Bi rd,
help YOll ?
pl ease?
B: Yes, this is room 301. Coul d I have an early
A: Oh, hello, Elena . I'm afT<lid John isn't here
morn ing enll. pl cnsc?
at the mome nt. Ca n 1 take n message?
A: Ce rtai nly, sir. Wha t time would YO li like
B: Yes, he sen t me an order confirma tion
the call?
- lhe rcfcrel1t:c is DI-10 1060 1 - but th e
B: At hnlf past six.
delivery dale is wrong,
A: 6.30. No problem. Would you li ke
/\: Oh, dear. Can rou give 111C the ddai ls?
hreakfast sent up 10 your room?
B: Yes, it July 7th, hut the agreed dcli\'e!)'
B: No. thanks. I'll ha\'e il in the dining room.
date June 2211d. It 's rea lly important
A: ' 111e dining room doesn't open for breakfast
A: I sec. Well. I'll tell him soon as he
unl iI 7.30.
comes in.
13: Oh, in that case I wi ll have it in my room.
13: Thank you. I'm not :11 ,,\I happy about
Just coffee and a croissa nt.
this. A lot depends on this order.
r\: Coffec and a croissa nt. An)1 hi ng else?
A: Right. r:lena, leave it \\'ith me, I'm terribly
B: No, that's all.
sorry about this.
A: Okay. Good night , si r.
B: No, it's not )'our fau lL Just ask John to
S: Th ank }'ou. Good nigh t.
phone me.
t\: All right , then. Bye for now.
B: Coodbye.
08 DID I EVER TELL YOU .•• ?
: I.J2
-
07 HOTELS i\: Look at that car!
... B: Yes, very ni ce. It's a Porsc he C) I I .
/\: Hello. i"I)' connecting fl ight , 18621, was
delayed so I've missed the Aight to Caracas.
B: Yes, si r. 1'111 sorry aboul that. You're booked
in on Ihe next RighI.
A: Did I e\'e r tell you abou t the time I had a
ride in a POTsche?
B: No, l don't think so.
A: It was when I waS a student. I was hitch·
hiki ng in Europe and iI man in a Porsche
A: RighI. bul it's not until eb'en tonight
stopped. He look me all the way across
right?
Austria. We went about 220 kilometres an
B: Yes. I'm 'lfraid there's nothi ng before.
hour all the W3)'.
A: T hat's nearly eigh t hours to wa it. Can you
B: Whal about the police?
recommend :1 hold I could tr)'?
A: Well , the), stopped us about four limes, but
B: You cou ld tr)' the TrJ\'c1 lnn. It's not fa r
this chap jusl sllOwed some identity card
fro m the terminal bui ld ing.
and they wavcd us on.
t\: Th anks. I rea ll), need somewhere to slee p.
B: Was he someone important, th en?
B: \Vould you li ke me to phone for you, si r?
A: I don' t kIl OW, I di dn't ask, I suppose he
A: No , that's ob)'. I need to stretch my legs
was some so rt of high-ranking official. He
anyW:I)'. T hl:lll ks vc ry milc h.
......
didn 't talk much, bul he did drive we ll.
: 1.3 .
A Good afternoon.
a Yes, tha t W,IS CI long timc ago. It was while I
B: Good afternoon . Do ),011 have <1 11)' roO IllS
was living in Ita I)'. I had this apa rtment in
avai lable?
the centre of rvlilcm .,.
b I can remember wh at happened. It was
befo re I started working here. I was
working on a tempora ry basis.
c No, it w:un'l lllltil mll ch bIer. It WilS ilfter I
left ulliversity. I'd gu ll1l)' degree.
dOh, yes, Ihat reminds me. It was wben I
was working at IC L. I was in th e marketing
depa rtm en t.
e I had more ti me in those days. It was
before I got married. In fact, I had n't even
met Ma ry .
Th e timi ng was awful. It was just after
my chil dren we re born. And there I was
without .
g I'd just arrived in London. I was looking fo r
a job. I bought th e pape r every da), ..
b Yes, I was still studyi ng al the time. I was
doi ng my rvlasters in the States. At tbe
Ha rvard Business Sc hool, in fact .
I was nin eteen. I was studyi ng at
Cambridge. Things we ren't going very well
No, it was with a different set-up. I was
workin g fo r a sma H compa ny north of here.
One day the boss walked into .
k I was havi ng a gap year after uni versity. I
was trave lling thro ugh As ia. I'd just arrived
in Saigon and.
It happened last March. I was staying at
the Conti nental Hotel in Prague . Lovely
hotel, I recom mend il.
1.34
a We had a good time, btlt it did cost a
fo rtu ne!
b He got the job, but he did have 10 marry
the boss's daughter!
c We got there in the end, but we did sit on a
bus all day.
d I got a good job, but I did have to leave the
country to find one.
e She made a success of her business, but
her husband did leave her.
He sold more than anyone else, but he did
have a heart attack.
CASE STUDY:
CRISTAL MALVERN
: ; 1.35
R: Mr Jones, this is obviously a tremendous
blow to Cristal Malvern. Is there anythi ng
you can tel l us 'l bout the future of the
company?
J: It 's a bit c'Hly to say but obviously the fa ct
that th e whole plan t has been destroyed is
a total disaslcr. We are still waiting to sec
if anythi ng can be salvaged but it doesn't
look like we will be able to sta rt production
fo r a very long time.
R: What about the workforce?
J: That's OLlr major concern at the moment.
As I say, we havcn't made any decis ions
yet but I'm afraid some sort of adjustment
plan will be necessary. \Ve will of course
do what we can to protect as many jobs as
poss ibl e.
!\: Are YOll wo rried about the fut ure of the
brand?
J: Of course . Unfortunately, because of th e
nature of our product, we can't just move
to another locati on, because this is where
the water comes from. \Ve will have to look
at our options.
R: Thank you Mr Jones . I also have with
me R Oil \Vhite, who represents the mai n
union active at th e plant. Mr "Vhitc, how
are peopl e fe eling?
W: We are all sha ttered by what has happened.
The li vel ihood of dozens of people has
gone up in Aa mes. It's not just the people
who work in the pla nt bu t also the local
com munity. I don't know what's goi ng
10 ha ppen . I think th e com pany has a
responsibi lity to do what it can to keep
people employed whi le a new plant is
built .
R: Th ere is a rumour the compa ny may have
to close .
\V: Tha t would be totally unacccptable.
After all , we all know that there will be
an insura nce payout. Cristal Malvern is a
company with years of tradition behind it.
Our water has some exceptional qualities
and it wou ld not make any business se nse
at all for the brand to disappea r. We are all
prepared to co-operate but the company
Illust take the initiative and it must do it
qui ckly.
R: Tha nk you 1\;1r White. And good luck.
Now back to the stu di o .
09 SPIRIT OF ENTERPRISE
: ; '.36
A: ... next on today's programme we talk
to David O 'Brian about his new book on
entrepre ne urial success "Th e Sky is the
Li m it". So David, are en treprene urs born
or crea ted?
B: Well , I think they're bas ically born , but
obviously for an enterprise to be a success
there are certa in key business ski lls which
have to be learnt. Business studies courses
provide an opportunity for th e poten tial
entrepre ne m to get the ski ll s without
taking any risks wh ile they do it. In oth er
words, they ean learn fro m the mista kes
and experience of othe rs.
A: So you don't think the class ic MBA course
does any harm?
B: No, not <ll all , but on the oth cr hand an
MBA is probably more importa nt when
you want to get a job working for someone
else and not set up your own business.
A 1"C1l LIS about so me of the people YOll
featme in the book.
B: Well, Mike Clare, the found er of the
bed shop ch ain Dreams, and Michael
Welch, the entrepreneur behind car tyre
distributor Blac kcircles.com , are both
good examples of people who started work
when they left school. They Iirst picked
up knowledge and skills whi le they
worked for someone else, but each knew
that his real mission in li fe was to be an
entrepreneur - to set up a business, take
risks and make a lot of money.
A: Apart from th eir first na mes, do th ey h.1\'c
anything else in comm on?
B: Welch startcd his business whe n
he was a lot you nge r, bul aChwll y they
do have ce rtain things in commol1. For
example, both have made customer
service a major selling point. This sounds
obvious but bad customer service is often
the reason why businesses fail. Both
businesses rely on efli cien t distribution and
they've bcen successful at bui lding up their
networks.
A: Surely there is more to it than that.
B: Well yes, of course . They both saw an
opportun ity in a market where they relt
they could do something bett er th an the
competition and had th e confidence
to take a risk. There is always a certain
amount of lu ck involved bu t the other
thing I think they have in common is
capacity for hard work. Th ey ha ve worked
inc redibl y ha rd to get where they are today.
10 STRESSED TO THE LIMIT
: ; 1.37
Interview 1
A: According to stat istics, a ro und 75% of all
visi ts to the doctor are the result of work-
related stress . Do you think you suffer from
stress? T hat's the qu estion we're asking ill
th e streets of Edinburgh. Excuse m e, I'm
from the radio programme Work Toda y.
We're doing a survey on stress . Would you
mind answering some questions?
B: Eh , well, actually, I'm in a bi l of a hurry,
but .. . em .. . go on, the n.
A: Thank you . What's your job?
B: I'm an accounta nt.
1\: Do you suffer fro m stress in your work?
B: Eh, yes, r do, r think.
A: What symptoms do you notice?
B: Em, I get a lot of headaches and I sleep
very badly.
A: And what causes your stress?
B: It's my boss. I-Ie's a real ... well, let's just
say he doesn't exactly make li fe casy. He
always wants things do ne for yeste rday.
A: Thank YOll very muc h .
.!I ,.3S
Interview 2
A: ... and what do you do?
C: I work in a shop.
A: Do YO Il suffer from stress?
C: No, not al work, r don't. [ find being at
ho me more stressfu l.
A: Why's that?
C: Well, I've gal three child ren and my
mothcr's ill. She lives with us. And my
husba nd ... well , hc doesn't help muc h.
A: And do YO ll have any physical symptoms?
C : Well, I get a bit on edge at times and then
1 get this horrible rash on Ill)' neck.
A: So, stress is a problem in your li fe.
C : Yes, delinitely.
.!I '.39
interview 3
I
A: ... and you, sir. Do YOll suffer from stress?
LISTENING SCRIPTS
D: Wel l, to tell the truth, I'm off work <It lhe
moment because of it.
i\: Rea li)', what do you do?
D: I'm a teacher. I work with teenage rs and I
don't know why but c"cry yea r they seem
to get worse.
A: Yes, that does sound stressful.
0: l<veryol1 c thinks teaching's an eas), opt ion
hCC.U1SC of th e holidays, but YOIl gel to a
point whe re you jllst ca n'l h<l1ldl e it any
longer. YOll lose control.
A: Well , I hope things get bellcr for rou.
I): Th;l11ks, bl1t J th ink that basicall y th e
sohli ion is probabl y to change jobs.
Fortu na tely, 1"111 still young enough to do
that.
-
A: Right. Cood luck, th cn.
In terview 4
A: Ca n 1 ask vou if \'ou suffer from stress?
E: Who? tvlc? No, ;lOt al all. J don't reall y
I1ndersta nd what it is, rea1Jy.
A: And what do you do for.l livi ng?
E: I' m [1self..c11lplo),ed architec l. I work for
myse lf.
A: I sec, ,mtl ",Iw t's your sec ret?
E: I' m sorry?
A: I mean , how do YOll avoid getting stressed?
E: I think it's .111 down to a philosophy oflifc.
1 just takc each day as it carnes. I don't
worry lIbo ut things. What I say is tha t if
you'vc got a problem, soke it. And if }'ou
can't hcca t.1 se there's no solut ion, there's no
point in worryi ng because that \\'on'l help.
1\: So. you th ink avoiding stress is to do with
ment al alt itnde. not what you dn?
E: Yes. th:.1 t"s basically it.
A Well, thanks \'e ry 1lluch.
E: Not at all.
..-
11 TOP JOBS
Jawed Kllrim is a co ll ege student with H
differe nce. For a stH rt, he is nol worried :l botlt
the 5 I00,000 cost of hi s masters program at
Stanford Uni versi ty beca use he is already
;I millioll:lire. I-I e first hit the Internet
jackpot in 2002 whe n eBay bough t the online
payme nt company he was working fo r. Th en
in November 2006 he got lucky agai n whe n
Coogle agreed to buy YouTu be for $ 1.65
billion.
When the ,btl was signed e\'crybody \\'as
talking about two of You Tube's co-founders
- Chad Hl1Tl e" and Steve Chen. After all,
th cy were lhe' puhlic face of YouTube. Most
people didn't know that there was al so a third
co-founder ofYol1Tube, Jawed K<1rim . ln fact.
he was the person who ac tually fi rst proposed
the id ea.
Karinl grew up in \Ves t Germany, but has
li \'ed in th e USA si nce hi s f(lill il y em igra ted
th ere when Kari m stmted high school. His
B,J11gladeshi father is;1chem ist at and his
Ge rma n moth er is;1 professor at the Unive rsity
of I'vl in ll esot.:.1. K.1fim obta ined his degree in
computer science and engineering in 2004 at
LI STENING SCRIPTS
the University of Ill inois.
Hurl ey. Chen and Karim have kn own
each other sin ce thc), met as employees at
PayPa!. the payme nt se rvice. When eBay
bought PayPal for $1. 5 billi on in 2002, they
all received substant ial payments. Now
ri ch, the three mcn ofte n mel la te at night
fo r hrain:;torming sessions atlvlax's Opera
Colfe ncar Stanford, and discllssed possibl e
\·entures. Karim said he originall y pi tched
the concept of a video-sharing wehs ite to his
fri ends bccause :It the ti me it was difficult to
download videos off the net.
The three agreed to divi de up th e wo rk
based on thei r diffcrcnt ski lls. Hurley designed
the site's interface and logo while C hen and
K.1rim sha red responsibili ty for technical
aspects. At a later stagc, whe n it was necessary
to bIke on ma nageme nt roles. Hurl ey became
CEO and C hen the chief technology offi cer.
However, Karim rca Ill' wa nted to rehml to his
computer studies, so he chose not to he part of
th e management team. a res ult he agreed
to take a small er stake th an the oth er two
found ers, and not to take a sa lary or cvcn a
fo nn:l1title beca use in his own words, he was
"focused a ll sc hoo l." Although, since the n, he
has continl1ed in an informal ad viso ry ro le,
he ad mits it wa s th e other two wh o actua lly
turned the basic idea into rea lity.
Jawed K<l rim is not th e first entrepreneur to
lose his place in history. Popu lar wisdom, for
exampl e. says that Bill Gates started Mi crosoft
and S;Ull Walton fo und ed Wal-Mart all thei r
own, but Ihe)' too had co-foundcrs. In any
case, it is not likely tha t Karim has too many
regrct<;:. WhIle his forme r col leagues continue
to rUIl You'rube, his dream is to teach and
become a tllli\'ersity professor. Whatever he
-
does, money is not likely to be a problem.
2
/\: Good morn ing. Could J speak 10 Peter
Davis, please?
B: Speaking.
/\: Oh. hell o, Mr O;)vis. My name is John
Lindsay.
B: \Vhat ca n I do for YOll , Nl r Lindsay?
A: It's more a case of what I can do for you
.. Em. how long h,!\'e you worked fo r
Blueprint International. Nlr Davis?
B: For ilbou t six years. Wh)' do you ask?
A: And before that you worked for Navigate
for three years.
B: Yes, J joined them as a trainee ma nager
when I left unive rsity. Bu t ... what is this
about?
A: And yo u were made head of the
Internat ional Division a year ago. How is it
going?
B: Very well , thank you. Now, could you tell
me what you w,m!. Mr Linds'IY?
A: I'd like to talk to )'ou abou t an extremely
inte rest ing career opportunity. I work
for Peopl e Searc h, th e manage ment
consultants. \·Ve've been app roac hed by a
cl ient who's looking for someone with just
you r professional profi le.
B: Oh, I sec. So that's wha t it's ahout. Listen.
Mr Li ndsay, I'm really <Iu ite busy and ..
A: Yes. I understand that but rOll shou ld know
I'm ta lking about a considerabl e salary
in crease. You've been married for a couple
of years now and recen tly heca me a father,
I heli eve.
B; Wh at's that got to do with it?
A; Well , th ink abou t your fami ly and the
financi al possib ilities of an adv<1 nt ageous
career move at this 1110ment in your life. I
think yo u should at least talk to me.
B: Em , we ll , I suppose so. What's the !lame of
the company?
A: I'd rather not say over the phone. Perhaps
we cou ld meet to dise llss th ings furt her?
B: I'm not sure I'm that interested .
Blueprint intemational have been very
good to me.
A: Oh, eome on, Peter! What arc the real
prospects in your presen t post? You've gal
as far as you can in Blueprinl. Do you want
to be in the sa me place len years from
now? At least find th e time to talk to us.
B: I'd like to th ink about it. Can I phone you
back?
A: No, I'd prefer to phone you back myself
in a couple of cb ys. In th e meantim e,
thin k about what I've said. A more
stimulating work si tua tion, not to mention
a considerable rise in 5.1 Iar), ... Tal k it over
wit h your wife.
B: Fair enough .
A: Oh, and one more thi ng, Pctcr. I'd
appreciate it if you did n't mention this call
1'0 anyone in your comp.1ny. okay?
B: Yes, yes, all right. So, you'll call me, th en?
A: That's right . In a couple of days. Vle'JI
arrange a mecti ng somewhere. Bye for
now, then.
B, Bye.
12 CONVERSATION GAMBITS
2.01
A: Excuse me , are YO ll here for the fTM
confere nce?
B: Yes, that's righ t.
/\: Me too. Do you know where to register?
B: I thin k it's over there .
!\: Oh, }'es, Right , I' m Paul o, by the way.
B: Hell o, Pau lo, I'm Kate, Let's go and
register.
2.02
2 C: Phew! Is it me, or is it boili ng in here?
D: Yes, the)' always seem to have th e
heating on fu ll.
C: So, it's not your first time.
D: No, it's m)' fourth time here.
C: Oh, righ t, so you're an old hand. I'm
Boris.
D: David. Pleased to meet you.
: 2 .0 3
3 E: Is it Illy mobile phone, or is there some
problem with cove rage here?
F: Oh, hang on. No, mine seelllS to be
working okay.
E: Typi cal, Rat batteri es and nowhere to
cha rge lip.
 .,., -',
, .
. .. ' - '._.
'
t : Can I le nd YOll mine?
E: O h, that's very kind, but I was expecting
a call on this number.
t : I scc,
E: My Ilame's Nad ine, by the way. From
Xanadu Eleelronics.
F: Pleased to meet you. 1'111 Miko.
2.04
4 C: Excuse me, do YOIl know anything
about this spea ker?
H: No, I'm sorry, I don't.
C: I ca n't fi nd my progra mme notes.
H: O h, here. Borrow min c,
G: T hanks. By the way, I'm Bill Smart
fro m Si licon Tec hnologies.
H: Right, how do you do? I'm Kazuo
Yamada fro m Lexica.
A: Excuse me. Wo uld )'OU mind if I had a
quick look al your newspaper?
B: Er no go ahead. I've fi nished with it.
A: just some thing I want to check out.
B: No problem. 'lake yo ur time.
A: Thanks. By the way, my name's Allan. I'm
here on a bus in ess trip .
B: O h, right.
2.06
A: Here's your paper then. Thanks very mu ch.
B: Don't mention it.
A: I' m afraid my leam di dn't win.
B: Sorry?
A: The football resul ts.
B: O h, I see.
A: Ca n I btl)' you a drink? If you don't have
aJl),thi ng el se to do, that is.
H: I was just about to go, actually, but ... yes,
why not, .. AI, I think yOll said you r nalll e
was.
A: Allan, Alla n Vilkas.
2,07
B: I'm Sca n, Sean O'rvlall ey.
A: Pleased to meet YOll , Sean. \Vhal wo uld
you like to drink?
B: A beer, please.
A: RighI. Two bee rs, pl ease.
C: Right, si r.
S: So, Allan, where are yo u from ?
A: Well I was born in Lithuania, but I've
lived' in Germany most of my life. Are you
from here?
B: Ycs, what do you think of Dubli n?
A: Wel l, I've on ly just arrived today and it's
my fi rst visit, but it seems very nice. Lots of
charact er.
B: Are you here on business?
A: Yes, that's right. I have a meeting
tomorrow. I'm a bit nervous about it.
B: I'm sure it'll go all right . How long are you
staying?
A: Just ,I co up le of days. I go baek on
"l1lUrscl ay morn ing. I was just looking at
your paper to see how Baye rn Munich did
yesterday. Do you like football?
B: If it's a good match, but I'm not that keen.
Ac tually, I prefer golf mysel f.
A: Do you mean yo u play golf?
"
;. ,'. "', :..!_ \""
_ •
B: That's right.
A: I play myself. What's your handicap?
2.08
B: O h, well , Allan, it's getting late. I have to
be off. Tha nks for the drink , and good luck
with your meeting.
A: Right , it was nice talki ng to you.
B: It was nicc to mcet )'ou 10 0 . C hee rio, then.
A: Bye.
CASE STUDY:
STAFF APPRAISAL
2.09
Presenter: Anglesey Sea Zoo is Wa les' largest
ma ri ne aqua rium, attract ing over 75,000
vis itors per year. Director and partner
Alison Lea-Wilson describes how the
company int roduced an appraisa l system
that has pro\'ed to be a key motiva tor for its
Z5 staff.
Alison Lea-Wilson: Whcn we started our
appraisals a few years ago they were more
of an informal chat. As we grew, we
decided to introdu ce twice-yearl)1formal
appra isa ls. \<\Ie wantcd to ensure th at
employees' wo rk matched th e goa ls of
th e business. We <l Isa wa nled lo provi de
a cha nce to recognise good perfo rman ce
and deal with any issues. We based
th e perfo rman ce ob ject ives on each
employee's job dcscription. We ta lked to
staff so tha t the objectives could be agreed
in adva nce and they knew what 10 expeel .
That was very importa nt because the
majority of our perfo rmance objecti \'es
aren't thi ngs whic h are easy to measure
like sales, fo r example, so we use a scoring
system. Eac h ob jective is rated on a scale
of one to fo ur and both managers and
employees fi ll in the form. Compari ng the
two sets of ra ti ngs can be ,'ery useful fo r
ident ifying differe nces in expectations and
perce pt ions.
Th e process is form.,!. We invite staff to
th ei r appraisals in writing, ;mcll hey get a
copy of the appra isa l form to fi ll in before
th e intervicw. Th e completed for m is th en
discussed during the appra isa l itself. Th ere
is an emphasis on constru ctive feedback,
but as well as tal ki ng about performance,
we disc uss what ki nd of tra ining might
he lp employees ac hi eve thei r goals. After
the appra isa l, team leaders write a report
of the disc ussion and put action poi nts and
timesca les agai nst each item beforc giving
a copy to the employee.
have found that a system where staff
can express th ei r views and have iss ucs and
prohlems addressed is de fin itel), good for
motivation. It's also good to have a fo rma l
way of telli ng people when they've done
a good job. We know thi s beca use we
cond uc t anonymolls staff surveys to assess
the effective ness of am appwisals.
13 AIR TRAVEL
Conversation I
A: Good morni ng. Is this where I check in
for fli ght RA 264?
B: Yes. Ca n YO LI give me your reference
number, please?
A: I'm afm id I've lost the paper I ha d it on,
but here's my passport.
B: I'm sorr)', but if yotl have n't got the
reference number, I can 't chec k yOll in .
You'll have to go to the main desk over
there. They'lI give it to you.
A: Bilt can't YOli look it up? You've got Illy
na me.
B: rill not allowed to.
A: Do I have to qlle lLe up agai n?
B: No. Just come to th e fronl.
A: Okay.
.-.
B: Next, please.
Conversation 2
A: Can I have your refere nce number and
passport please?
B: Here yOIl are.
A: You 've just gal one su itcase to check in.
B: Yes, this one.
/\: I'm <lfraid it's over fiftee n kil os. You'll have
to p.l), excess bilggage.
B: It's only just over.
A: Actu ally it's seven tee n kil os.
B: Are rOll sure? How muc h will it cost me?
A: It will be ten pounds, but you have to pay
ove r there at the main desk.
B: What, O\'c r the re? T here's a reall y long
queue. Can't I pay here?
A: No, I'm sorry. But come straight to th e
front when ),Oll come hack.
B: Okay. Thanks.
••
Book as emly as poss ible - with in th ree weeks
of th e Right. Wilh an carl)' booking you can
choose Ihe sea t you wan t. However, if you
book month s in advance, you'll be 100 eelTly
for a sea l ass ignm ent.
If you Lise a tra vel agent, make sure th ey
have a record of your seating preferences
- aisle or wi ndow. Tell them yo u wa nt to sit
close to Ihe fron t. If rou sit <It th e fron t, you'll
get on and off the plane faste r.
When you receive your ticket and boa rding
pass or e-tickel con fi rmation, check the sca t
assign ment. happe n. If yOli ha\'e
ti me, cross refere nce with the airl ine sealing
chart.
If you arc unable to confirm a seat, be sure
to get to the ai rport ea rly - at least 45 to 60
minutes before the Righ t.
If you do have an assignm ent for your
preferred seal , don't check in too late.
T hose few llli nutes reading magaz ines in
the newsstand c.m tr,lI1slalc::: inlo hours of
discomfo rt in the air.
Finally, th e gate check- in all cndant ca n
be yo ur best fr iend. Ask poli tely if there is
,I better scat ;Ivai la blc. Saying th at you arc
LlSTEN tNG SCRtPTs l
claustrophobic might 110t hurt, but don't feign
an illness or say you're pregna nt if you're not.
111cre's no poi nt in feeling gui lty the en tire
RighI.
If, in spite of your best efforts, you end up
wi lh Ihe middle sea l. here arc some tips to
cope:
If you arc late boarding nnd have your
cho ice of mi dd le sellts, go for the one up fro nt
the l:xit.
Chec k ou t the aisle and window
passe nge rs. Do they look like th ey will be
self-contai ned and give you pl enty of room?
Observc thei r body language and trust your
insti ncts,
Capture as IIlIIch personal sp.1ee as }'O U
ca n right away. Dom inate the two armrests.
11,is will force your seahnales to gi\'e rOll
more space. Be politc, but establish your
territory. Arter :'111, the}' have 'personal space'
on eit her side.
Don'l work on Ihc laptop during the
Aighl. A cra mped spa ce becomes even more
cla ust rophobic when you bri ng out lhe
hardware. All d dOlt"! try to read a newspaper.
St ick to sma ll paperbacks.
Although it is important to keep hyd rated
in the air, don't drink wa ter by th c gallon. If
you cl imb ovcr scntma tes repea tedly to gel to
the hathroolll, the)"11 get ann oyed.
Cet up once during the night 10 stretch
your legs, even if you dan' , hnve to lise Ihe
restroom. -n lis time :I\\'<l)' will allow your
... .
companions to move arou nd as we ll and
refresh the whole row.
A: If l a rder 100 units, will you give me a
price of 5.5 eUTOS?
B: No, I'm SOTTy. I can't do that. O n 150 units
I'll give )'OU n price of six euros.
A: Six curos. And what about paYlllenl ?
B: Payment is withi n 60 days.
I\: If we pay withi n 30 t1a),s, will rOll lower th e
price?
B: I'll go down to 5.5 euros if YOll orde r 200
units or more. Tlwl's m y best offer.
A: Well , what :1bout the gua ra ntee?
14 HIRING AND FIRING
: B: Right , pleased to meet you.
Spea ker I
I think that these datos YOli have to really sell
yourself. Certainl}, this is what employers
expect in the US. You should show them how
great and self-confiden t YO li are. Modesty
isn't going to get you an)'where and no one is
goi ng to mind if ),011 exaggerate a bit and drcss
things up to sound more im pressive. !vlake the
potenti al employer feel that , although this is
th e job YO li always \\':mted and of cou rse you
arc th e id ea l person for it, if th ey don 't snap
),Oll up, so meone else wil l. So, th ey had bette r
hire ),Oll before th e)' lose th e chance.
IS
Spea ker 2
It's not often th at qua lificat ions and
experie nce totally match up to an ad\'crtiscd
LISTEN ING SCRIPTS
post, so it's preferable to emphasise oth er
qualities like rOUT willingness to leam and
the fael that rou work hard. In fact. rO ll
should be careful not to give the impression
you are Q\'cr-qualified for the job. I think
that employcrs are often more interested
in thi ngs like lo)'n lty and ahility to fit in. A
high-Oie r who knows too much can creale a
bud work ing atmosp here and break a tcam.
Persona II)" I wan t th e empl oyer to think tha t
I am going to be t:<Isy to work wi lh and won't
....
create too man)' waves.
Speaker 3
No one li kes a 'big head ' but, on the other
hand, don't be falsely modest either. Basically,
your qualifications and experience tel l their
own story so you're nol going to impress
anyone by adding a lot of adjecth'es like
'excellen t' and 'outslanding' to your CV.
Usua lly this wiJi make all ex pe ricnced
recruitment officer suspicious. It doesn 't hurt
to acknowledge one or two weaknesses either
- areas that you wou ld li ke to improve and
YO II wa nt a chance to develop. Above all , be
honest, beca use if you exaggerate or lie, in the
end so meone is goi ng to catch yo u oul and
you'll end up looking stupid.
: 11
Spea ker ..
Peop le's mot ivations inlerest employers. If you
want to work for a specific company, tel l them
why, especially if you are changing jobs. Valid
reasons would he Ihal you arc frustrated by the
limitat ions of )'our present post. or that )'Otl
can't fu lfi l the potent ial of your backgrou nd
and education. Don't whine. though, and
don't blame your current employcrs: you've
learnt a lot wit h them, but it's lime to move
on. Tell pot en tial employers that yo u have a
lot to oITcr, and all you need is an opportu nity
10 show it. If someone gives )'011 a break, they
won 't be di sappoi nt ed.
2.18
A: Right, sh:1 11 we Il'wke a start? My nallle
is Phi lip Rickett. I work in the human
resources dep'lrtment and I'm responsible
for recruitment.
A: Did you fi nd us all right ?
B: Yes, the map you sent me was ve ry clear.
A: Cood. ow, this is just a preliminary
intel"\·iew to check ou t some detail s. If
you're sllccessful , you'll go on to a more
in-deplh interview Ihis afternoon. Is that all
right?
B: Yes, I don 't have to be back at work until
tOlllorrow Illorning so as long as I ha\'e
time to dri ve back this eve ning, that's fin e.
A: Do your present employers kn ow where
),Oll arc?
B: No. I asked for a day's unpn id lenvc fo r
persona l reaso ns. I di dn't say why.
A: Wlmt dOll 't }'Oll like about )'ou r cu rrent
posit ion?
B: Actuall}" there are .. lot of things I do like
about it, but no job is pe rfect. I think I am
ready for morc responsibility and when I
saw your ad\'crt, I though I I shou ld apply.
A: You know this job is a Illnnagerial posit ion.
How milch manage ria l experience do you
ha\'e? It's not \'ery clear fro m your Cv.
B: Well. in lIl}' prese nt job I'm n management
tea m coordinator.
A: Yes. Does that mean yo u're thc !cader of
th e team?
B: Not ex.lc tly. I ass ist the ge ncral man,lge r in
rU llni ng the dep'lrlmcnt.
I\: Oh, I see. I\re you n kind of pe rsonal
assistan t?
B: No, I think it 's a bit more thnn that
/\: But :l rc ),011 a manager?
B: I su ppose nol.
A: It S3)'S in you r CV Ihat in raul' previous
posi tion you "ere 'a n SPC professionar.
What exactly doc'S that mean? Is Sales
Product ivity Centre basicall}, a sales
dcparhncnt?
B: Yes, we provided ba ckup for twenty
salesmen frolll differe nt sectors of the
compan)'-
A: Arc you saying you were direc tly involved
in sales?
B: No, il W,I S marc about providing support to
help dri ve s:des and increase produ ctivity.
A: I see . So, what sort of work did the job
involve?
B: I'd sa)' il \\'1.IS a pos it ion that required a lot
oftillle Inanageillent skills and prioritising
of tasks. It ga\'e me a lot of insight into the
sa les process.
A: Ca n you be 01 bi t more speci fic please?
B: Well. to be honest, some of the work \\'3S
secretarial but I am applying for your post
because I'm capable of doing Fa r more. I'd
like more responsibility and to be able to
use Illy studies and my languages.
/\: Yes, your English ;s obviously excel len t
and YOli speak Spanish. Is your Span ish as
good as your English?
B: Yes, it's not bad.
A: Could you tcll me aDmit yo ur degree
course ... in Sp:lIlish?
B: l'lll sorry? Oh, I beg your pardon ... Well ,
I need a littie time to thi nk. Let's sec ...
15 TIME
: 2.1'
A Hello.
B: Hello, is that Domingo?
/\:Yes, speaki ng.
B: Hi , this is Joe. Look. I need rou to tell me
something about the new database. We'rc
worried because it 's behind schedu le.
\Vha t is th e situation?
A: \Vell yes, I'm sorry about the delay but
there have been some problems with the
applica tion.
S: I apprec iate that, bu t the system was
supposed to be on lin e last October. You
didn 't meet the deadline it 's now
F'ebrua ry. My boss is gett ing a bit nervous.
And so am I.
A: Okay. aka}'. But you modifi ed the
requ irements an d the old system is not
 compatible with th e new design. T hat
mca ns we have a di ffe re nt timefram e.
B: What do you mean? How lon g is it goin g
to takc?
i\: \Ve necd to make sure that m igra ting th e
data from the old datahase is going to go
smooth ly. We don't want to lose anything
important. And then there are the security
issues, but 1 think we sho uld b e ready by
Octobe r.
B: I don' t un dcrstand. Are you sayi ng that the
schedu le for all this is now next October?
A: Yeah. It sho uldn ' t ta ke longer than that.
B: You're joking.
A: No, I'm not ach.JCllly, It really is mll ch more
complicated than anyone an ti cipated ,
B: Can you gua ran tee that you're giving us
priority on thi s? Will it be on time?
I\: Yea h, sure, you're al the top of th c list.
B: Okay. Li sten, is Jorgen there . I'd like to
speak to him.
A: Hang on , I'll see if he's avail able,
: ."
Good afte rnoon , T he subj ect of Iny
p resentatio n today is 'Th e Myth of T ime
Management'. Why is it a myth? Well , there
are thousa nds of books and Inte rn et courses
on thc marke t which are designed to help
people be bette r managers of thei r ti me. T hey
all suggest tec hniques for usi ng our ti me more
e ffi eicntl)" Th ey recom mend making 'to do'
lists, prioritising, a nd not answeri ng the phone
as ways to make us marc time cffic ie nt. But do
these tec hn iqu es real ly work?
Wel l, the)' say that time is money. That
may be true but timc is certa inly not like oth er
resources whi ch we manage suc h as materia ls
and machi nes . It is mu ch more complex than
that because use of ti me depe nds to a big
extent on persona lity a nd altit ude, Sometimes
we can c hange our own behaviour, but time
management rea lly depends on c hanging
the behaviour of othe r peopl e around us and
the demands they make on our time. At hest
this is difficult, but mo re often tha n not it is
beyond your con trol. As a H:SUIt , )'O U ca n be a
very cfficient user of your tim e - disci plined ,
organised and choosi ng the right momen t
to do vital tasks - yet sti ll feel stressed and
overworked. 10 be honest, in many cases this
is si mply because you arc be ing asked to do
more than is possible in the time a\'aila ble.
This leads me on to th e next point
because in faet, time management is
frequ ently about making choices that in rca lity
we don't have. One of th e recommen ded
techniques is to close your door at certai n
times, or leave your voice box to deal with
calls. That's fin e, but if interruptions and
dealing with unprcdictable huma n probl ems
are part of your work, the n those techn iqu es
don 't help very Illuch.
Another time management tec hnique is to
analyse what you are doi ng and decide if it is
important or not. Well, I think most peopJe of
average intel ligence can normally distinguish
between activity whi ch is useful and activity
which is a waste of time. Un less they disl ike
thei r job or their employer, they wi ll do lIseful
thi ngs in thei r work ti me. In fact , oft en th e
problem is feeling gu ilty 'Iboul us ing tim e to
th ink or acqu ire skills and ideas whi ch a re not
immedia tely productive. What apparent ly is
a waste of ti me, is actua ll}1extremely uscful
bec,lUse in the long run it wi ll make YO Il more
e ffi cient.
Ti me ma nagement may work with jo bs
wi th very defined tasks, where proced ures and
processes are very clear. M,lch inc operators,
for exa mple, don't have to worry much abo ut
ma naging their tim e beca llse th e pace of wo rk
is imposed from outside. On the othe r hand,
if you are faced with a task which inmkes
creativity or problem so lving, how to go about
performing the task may not be clear. It cou ld
a lso be th'lt YO ll a re in a job wh ere you ];Ick
eit her th e necessary ski lls o r appro priate
tra ini ng to ca rry ou t yo ur d ut ies.
I will go o n to look at th ese diffe rent
aspects of time-use in morc deta il , but we
have to remembe r that the re will alw'lYs be
IllOTe work than time . T his is what keeps us
emp loyed. How effectively YO ll use your time
is to so me extent a question of abi lity, traini ng
and prope r planni ng. But above all, it is ahout
ha vi ng a positive attitude towards yo ur work
combin ed with reasonable expet::\;ltions abou t
how mue h you can do.
O kay, th at's a brief summary of the points
I'd li ke to cover. Now let's go back to look at
...
the question of how we ca n change.
Conversatio n I
I\: Wh ere are you going?
B: Wel l, I've fin ished everyt hi ng [ had to do so
I'm going to leave early.
I\: What abou t the sales pred ict ions for next
month?
B: Oh, I'd forgotten abou t thaI. I'll start on
them l'OTllOrrOW fi rst thi ng. I've arranged to
meet someone at five.
: A: No, the re isn't. Look, I kn ow it's
Conversation 2
C: Ha\'e yO Il pla nned Mr Logan 's visit? Wha l
about lun ch tomorrow?
0 : I'm goi ng to take hi m to Th e Redwing.
C: I seem to remember he's a vegetarian.
..
0 : Is he? In tha i case I'll phone to check they
have a \'egetarian menu.
C onversation 3
E: Is everything confirm ed for yo ur trip to San
Sebastian?
F: Yes, the plane goes to Bilbao. I'm goi ng 10
lake the train fro m there.
E: No, don't do that - it lakes forever. Th e
bus is much fa ster.
F: Is it? Well, I'll take the bus, th en .
16 GETIING THINGS DONE
: 11 Yeah , enough said.
COllversati on 1
t\: Oh, look ou tside!
B: What's up?
A: I've got to go to the Post Offi ce to pick
sO lllething up and it's minin g. C ould YOIl
lend me your umbrella?
H: ()f As Inng as }'O\l cion " lose it.
/\: Oh. right. Don't worry, [ won'!.
: '
Co nversatio n 2
C: Gcrt , I have a meeting with an age nt thi s
afte rnoo n, and they're deco rati ng my
offi ce.
0 : Lucky YO ll .
C: T he thin g is that [ need so mewhere qui et
whe re we won't be inkrrllpted . Could I
your office?
0 : All right, as lo ng as it's free by fo ur. ['ve got
a meeting mysel f.
C: DO\1't worry, it won't t;lke that long.
:
A: Richard, [ wonder if [ co uld :lsk yo u a
favour?
B: wha t it is.
i\: I\'e gal to go over to the warehouse to
do somethi ng, a nd I haven't got m)' ca r.
Wo uld you lend me rOUTS?
B: No way!
A: \VII,lt ?
B: I neve r Jend my c;! r! [ n an y case, where's
your car?
A: It's in th e gar<lge. Eh , I had a little
accident.
B: And YOIl cxpccl 1l1 e to trust you with mine?
A: It's just a mi nor sc ratch . Oh, don't worry.
I'll thin k of someth ing el se .
: '
A: S,lIldra, we need someo ne to answe r the
pho ne from 2.00 till 'LOa wh ile Julia is off
sick. Cou ld you do it?
B: Fr01l1 2.00 to 4.00? It\ not Ill)' hou rs.
/\: I know, bu t you can take the time late r on.
B: It's nol the tim e. I'l l ha\'e to ge l someone
to pick th e kids lip fro m sc hoo l. Isn't there
anyone else?
inconveni cnt, bu t [ can' t think of a ny oth cr
solution.
B: \Vell , can ', we just pUlth e a nswe r phon e
on fOT a couple of ho urs?
A: Not rea ll)l. It c reates sll ch a bad
impression . Liste n, I'd do it myself but I've
got to be so mewh e re clsc.
B: I'm sure yo u wou ld , but it's not lily
probl e m, is it?
A: No, it isn't, and obviously I can't force you
to do it, hut.
B: But?
I\: ... but on the other ha nd , if you do it, I'll
see it as a persona l fa vou r.
B: I sec, I don't really have milc h c hoicc, do
I? I hope it's just th is time.
A: Yes, in principle , yes. Bu t )'Oll neve r
know. Your con trac t is up for rell ewa ln ext
..
month . Eno ugh sa id?
•
C OIH'ersatioll I
A: Good aftcrnoon, sir.
LISTE NING SCRIPTS
B: Hell o. I'm on Right lB 60 3. I was
wondering if thcre's lIny chance of an
upgra dc to business class.
A: Well, I don't know. It depcnds how
crowded the Right is.
B: Yes, I qu ite understand, but I'd reall y
appreciate it if you could have a look.
don't mind paying th e extra. It's just that
I've had a rea ll y hard day and it'd be reall y
ni ce to have ,1 bi t more space and comfort.
A: Just a minu te, si r.
B: I'm sorry to put you to any trouble.
A: No, that 's okay. Oh, yes, there's lots of
space in busi ness class. I think we can do
it.
B: Oh, fa ntastic. How much is thai?
A: T hat's all righ t, sir. Don', worry.
B: Oh, thank you ever so much.
A: You're welcomc. I-lave a good Right.
r, 2.29
Conversa ti on 2
A: Good even ing, si r.
B: Look, I' m not at all happy with the room
yo u've given mc. It 's on th e wrong si de of
th e hotel. It faces on to the road an d it's far
too noisy.
A: I'm sorry, sir. No one has ever sa id
anyth ing before.
B: I beli eve that. Are you goi ng to
cha nge it?
A: I don't think I ca n, sir. We're a bit full
ton ight.
B: Look, I'm really ti red, and the last thing I
wanl lo do is argue aboul my room. If you
don't change it , I'll tell Illy company not to
use this hotel again.
A: I' m sorry. l1lcre's no other room available.
B: Oh, come on.
A: Th ere's nothing I can do.
B: Wh at about some sort of discount, then?
A: I'm afra id I'm not authorised to offer a
discou nt on your room.
B: So, I have to pay the full pri ce for a noi sy
room. Brilliant!
A: Sir, if )'OU want , I can call you a taxi.
17 OFFICE GOSSIP
r, 2.30
A: Hi Q uin. How's it going?
B: Trixy! \\'here have you been?
A: I had a few days' holiday owi ng to me.
B: Go anywhere interesting?
A: I wish! No, I went up north to stay with my
parents.
B: So, you haven't have heard the news.
A: \\fhat ncws?
B: Abou t the 'rcstructuring'.
A: \Vhat restruct uring?
B: Th ey wan t 10 reorganise markcting and
sa les.
A: No! Really? Is it official?
B: No, bu t somebody ove rheard Prescott
ta lking to one of the management
con sultants.
A: Wh at did he say?
B: Apparently he said that we were overstaffed
in some areas.
A: Never!
B: Yes, this consul ta nt ehap told hi m they
would have to let some people go.
A: But that's awful.
B: Yes, Prescott asked hi m how many people
it involved.
A: An d what did he say?
B: He sai d it depended on individual
perfo rmance and attitude,
A: Does thai incl ud e Mau reen?
B: What do you mean?
A: Wel l, you know what they say abo ut her
and Prescott .
B: Go on.
A: I'm not s..1yi ng who, but someone told me
he ofte n sees them in T he Green Ma n
together.
B: That little pub on the Oxford Road?
A That', right.
B: Weil l never! The other day he asked
her if she wou ld stay behind to work on
something toget her. I hea rd hi m.
A: Th ere you are, then. There's no smoke
wi th out fi re.
B: Liste n, don't tell anyone I told you.
A: Now, come on, Qu in , you know me better
th an that.
B: Back to work, then.
A: RighI. Catch yo u later.
B, Bye.
Conversation I
A: Jeff, have you fin ished last mon th's
production figures?
B: No, Jane, I'm sorry. Ca n J give them to you
th is afternoon?
A: It's no good being sorry. There's always
some excuse. If Illey're not on my desk by 4
o'clock, I'll have to speak to Mr Brad ley.
B: Yes, Jane. I'l l start straight away.
Conversation 2
C: David, have you got a minute? There's
somet hing I wan t to disc uss with you ... in
my offi ce.
0: What's it about ?
C: Oh, wel l, we're missi ng a laptop computer
from the store.
D: What has th at got to do with me?
C: Well , you are the only other person with a
key to the store and ...
Conversation 3
E: Mari e, the figu res you need are ready.
F: T ha nks, Pedro. Is everything okay?
E: Yes, no proble ms. Would you like to look at
them with me?
F: Yes, but I'm a bi t busy this afternoon.
E: Me too. Er, do YO ll know that new cafe
th ey've just opened? It's nice and quiet. We
can go through them there after work.
F: Oh, I suppose so, but I won't be able to
stay for long.
E: C rea t. See YOll there at about six, th en?
F: Yes, all right. See yo u th ere.
Conversation 4
G: I-Ii, Monica.
1-1 : O h, hell o Jim. I-low are things going?
C: G reat. In fact, you ca n be the fi rst to
congratulatc me.
1-1 : Yes, you look vc ry pleased with yo urself.
Wh at's up?
C: I'm the new head of the eastern sales team.
H: Oh, reall y? What sala ry are you on now,
then?
C: Sixty gra nd a year.
1-1: I can 't believe it. Sixty th ousa nd!
G: And they're givi ng me a new company car.
I-I: Oh rea lly? Congratul ations, th en. The
dri nks are on yO li . See YO ll later.
G: Yes. Bye.
2,35
A: In th is week's Business Today, we ta lk to
Karina Sc hmidt. Karina is th e au thor of
a report by the Industrial Society which
looks at workplace relations, and how
lhey've changcd over the yea rs. Karina, fi rst
of all , wel come to th e progra mme.
B: TIl an k you, it's a pleasure to be here.
A: In your repo rt, you say that many
compani es nowadays have aba ndoned
some useful institut ions whi ch allowed for
social interaction.
B: Yes, th esc days the re's less opporhmity to
gossi p and soc ial ise. For exa mple, orten the
tea trolley has bee n scrapped, and having a
chat in the lea break was an importa nt part
of the working day. The drink aBer work
at the pub arou nd the corner is another
example.
A: And why do you think thesc things havc
disappea red?
B: I th ink it's all part of the revolu ti on in
hu man resources. Some of these tradi tions
have become unfashionabl e. Ta lki ng about
th ings not connected to work is now seen
as bad and as wasting ti me. There are
even th eories about removi ng chairs fro m
meeting rooms, so th at the meetings arc
more efficient and fin ish qui ckly.
!\: And are we more efficient now, the n?
B: Well , that's a good qu estion, but in any
case, somethi ng has been lost from th e
workplace which is very importa nt. And
perhaps in the long term, with these drives
fo r efficiency, com panies are maki ng false
econom ies.
A: In what way?
B: TIle difference bctween a good job and
a bad job are the human, emotional
elements. In other words, happy employees
are productive employees. People enjoy
the social aspects of work, the personal
interaction wit h colleagues , the friendships
A: And the goss ip!
B: And the goss ip. Yes, in some ways gossip
is th e glue thai holds the orga nisa tion
togethe r. Providing com mu nal spa ce sLich
as coffee areas or lunch roo ms allows
empl oyees to share information and

LISTE NING SCRIPTS

 build relat ionships th at benefit both the
company and the employees.
A: Are you saying thai gossip should be
encouraged ?
B: Not cxact ly. irs obviollsl), a qucstion of
balance. All goss ip and chatt ing doesn't
m<lke for an effi cient com pan)', but neither
docs no gossip or chat. All 1'111 sayi ng is
that I think companies wou ld do wel l to
rcmcm bcr this whe n tryi ng to improve
efficie ncy and bring down costs.
A: Kari na , I'm arra id that's nil we've got tim e
ror. T lliInk you very much for ta lking to us.
It's bee n very interesting.
B: Thank you for inviti ng me.
A: That's all ror now rrom Business Toda)'. So,
un til next week, goodbyc.
18 E-COMMERCE
6 both buyer and seller.
I: For most listeners, Amazon, c Bay and
PavPal will of course be household
and bring to mind books, music
and shopping on the world wide web.
According to latest surveys three out of
fivc Eu ropeans have at sometime bought
goods on the Internet and onli ne sales
have doubled annu ally over the last five
yea rs. But wi ll this growth continue? And
wh:!t wi ll th e state of onl ine trading and
shopping be 10 years fro m now? Our
gucsts today - Paul Bmdl cy and Joha n
Webb - are both well-known COlll mentators
and bloggers on business and online
tcehnology. Paul. how do you see the
future? \Vhat are the pros and cons?
P: It's difficult to sa)' because things move so
fast but I think the fu tllTe is qu ite bright.
I am pretty sure thai e-comme ree will
become the normal way to bu), and trudc.
not in all products, but in a fairl)' widc
range of goods. The advantages for the
customer arc obvious: access to products
th ai may not be avai labl e locally, in online
shops ope n twenty-four hours a day,
seven days a wee k and thrce hund red and
sixty-fi ve days a yellT wi th delivery to your
doorstep.
J: Yes, for the customer th e benefits are
cl ear - convc nience and lower prices.
You can also com pare the products and
prices of different shops without leaving
home, On th e oth er hand, the seller can
do busi ness with an\,one in the world
connected to the In'ternet. In fact, the on ly
limitation is when transport and delivery
costs get too high to make it viable.
P: That's absolutely right, but there arc
olhcr drdwbacks :IS well. In the traditional
sce nario a Cllstomer can visit a bookshop
and leave wi th a book. But when yOll buy
onlin e YOll inevit ably have to wait for
the goods to arrive. So me of us qu ite like
wai ting fo r th e postll1:m to arrive with a
package, bllt a lot of us just don't have the
patience. T here is also the possibi lity the
goods won't arrive as expected and when
there are prob lems they can be difficult
to sort out. For example, if thi ngs arrive
damaged or you fi nd they aren't what YOll
really want, returning goods is not eas)'.
If someone iust takcs your money and
disappears, therc is no-onc to complain
to. This stops a lot of people rrom buying
onl ine, and retai lers havc to find sol utions.
Wilh a product li ke a compu ter or high
defin it ion lV ror example, pcople like to
have a shop where they ca n take it back to
be repai red ir something goes wrong. After-
sales service is still a negative factor.
J: O n thc pillSside th e seller can deal di recUy
wit h the manufacture r and offe r a chea per
price as a result. 111ere's no wholesaler
in th e midd le taking a cut. YOll ca n take
advantage of marc competitive prices. For
the customer th e price difference has to be
enough to make it worth taking th e risk, if
it exists.
I: Is payment a problem?
J: Not really - once people gct ove r the initial
worries abol1tllsi ng credit ca rds.
P: For me sec urity is still the big issue in
people's minds. The),'re sca red of identity
theft and wha t happens to the information
they give onli nc. For the moment it's
sOl11eti ling whi ch is slowing down growth .
J: T here are so lutions out th ere . T he success
of e Bay is th.. t the payment syste m offers
gtw rantees and security. Also, they have a
voting system which is good ro r potential
buyers because they benefit from the
experience of previous customers.
I: Is that whcre customers and sell ers give
each other posi tive or negative votes when
the has been completed?
J: Yes, it's a very effective system.
P: 1agrec but it's di fficu lt to apply to other
e-comOlerec si tuations because eBay is not
the seller, it works as a market place ror
others and takcs a commission.
I: What about the 1)1>c of products that can
be sold?
J: Well, I don't thi nk buying food is eve r
going to ta ke orr except for perhaps making
your ord er at the loca l supernwrkct via a
wc bpagc, Books and DVDs arc one thing,
but fruit and vege tables ilre another.
P: Yes, huyi ng online wi ll inevi tably make
groceries more expens ive, so what's the
point? Actually, this highlights another
limitation . You ca n see picturcs, read text
and hear sounds on the Intern et, but )'OU
ean'l smell a Rower or feel the quality of
cloth online. There will always be some
products that people will wa nt to touch
and feci before they buy.
J: Not only that, but when you go to a shop
and pic k someth ing up, you choose what
to look at and how to look at it. On the
internet, you on ly see what the seller wants
you to sec. T hat's why peop le arc more
(;omfo rt able buyil lg standard, generic
products likc DVDs, books and electron ic
gadgets. Oft en yo u'vc seen thcm in a shop
befo re and you're iust looking for a better
price. Personall y fo r exalnpl e, I won't buy
clothes on li ne unless I know it's something
I want beca usc I've been able to try it on to
see if it fits.
I: Ctlll w(' go h<=lck to the me of credi t cards?
Apa rt rrom sccu rity. arc thcre lilly other
issues?
P: Well , )'es. C redit cards arc an added cost
fo r the sell er but you ca n't pay cash over
th e Internet. Credit compani es charge big
cO lll mission s on each purchase.
J: There's another point here. BceALlse
payment is by cred it card, very small or
very large transnctions tcnd not to he
conducted onlin e.
r: Tha t hrings tiS hack to what c-comill erce
is all about: buyi ng ilnd selling products
which arc suitable for package delivery,
where compared to tradit ional retail, the
costs of sell ing, payme nt and transport
make it worth doi ng business online ror
I: \-Vell. Paul. Johan, thank you both very
much . If Y0tl woul d like to COlll ment on
anything you'vc heard, don't fo rget you can
e-milil us at .
.. 2.37
a T he right qualifications ror .. job are one
thing, bllt ha ving experience is another.
b A hi gh turnover is onc thing, but making
good profits is anot her.
c 1·laving .. good idea is one thing, but
putting it into pmctiec is another.
d (-ligh prod uctivity is one thing, but
improving sta fr moti va ti on is another.
e Creati ng a good product is one thing, but
selling it is an other,
19 E-WORK
2.38
A: 1"lave YOll seen thi s?
B: \Vhat?
A: "Makc mone)' whil e you work at home. No
skill requircd."
B: Oh, it's not rea ll y about working at home.
You sign li p to a sc heme where thcy say
th ey will pay you to re ply to e-mail s or
visi t pages on the int ernet. Then you arc
supposed to persuade yo ur frie nds and
fam ily to do it.
A: O h, so it 's like p)'m mid selli ng.
B: Yes, the more pcop le )'0\1 get to do it, the
more moncy yotl make . T he idea is to
show potentia l advertisers that they have an
audicnce. I doubt it really works. If it was
so eas)', evcryone would do it.
A: TIlat's a shame. I wouldn't mind working
at home if I had the opportunil)'.
B: I' m not so sure. I woulcln 't miss travell ing
in to work everyday but if I was at home,
I'd miss the contact with people here.
A: T hat's tru c, but if you could just come in a
couple of da)'s :l wcek it woul d be okay. On
th e oth er Iwnd, un less you had somewhere
quiet to work, it woul d be di ffi cult to get
anythi ng done.
B: Do ),Oll th ink you'd bc disc iplined enough?
A: ' don't know. I would if it WClS my own
LISTENING SCRIPTS
 business but oth erwise who knows? It
probably sounds morc attract i\'c than it
woul d be in rea lity.
B: They do talk abo ul telework a lot these
days. Some people say that if people
stopped com mu ting, it would be much
more ecological.
A: T h<lt's probabl}' righ t but in the end, I
thi nk it depends on the type of job rou
have.
•
•Inlen'icw
1 Jeff.
A: The Internet and oth er new technologies
have cha nged the way we work and the
titles of our lobs. Fo r examp le, instead of
the secretary, meet Jill Spencer, a 'virtu al
assistant'. Jill , what exactly is a virtua l
assistant?
B: Virtual assistants, or VAs, wo rk from home.
We offer services to businesses whic h don't
ha ve sufficient work to justify em ployi ng
someone full·time.
A: Why did YOll decide to he a virtual
<lssista nt?
B: I retired from my job as a conferen ce
organiser, but I wanted to earn SOlll e extra
money. I beca me a VA beca use it mea n!
[ didn 'l have to leave 111}' country home
down here in Cornwall .
A Yes, it's a lovely place - I understand
why },OLl didn't want to move away. So, how
did you start?
13: I had a lot of contacts from my previous
work . I beg'lIl by providing things like
bookkeeping but now I offer a range of
sen'ices for cli ents all o\'er the UK.
A: It's going we ll , then.
B: Yes, I wasn't looking to earn a fantastic
amount of money. higgest advantage
is that yo u can do as litt le or as much as
you wallt . If it's a love l)' sunny day, I can sit
out in the ga rden and do the work in the
evenin g.
1\: What do YOLl need to get sta rted?
B: T he basic tools are a com puter with an
Internet co nn ect ion, a fax lll<lchine and '-I
mobile phone. Anyo ne with basic office
skill s could do the job. Apart from thaI
it depends on th e kind of se rvices you're
going to offer and what the clients want.
A: An d wh<lt's in it for th e cOlllp<lnies?
B: Companies get <l huge aillou nt out of it
because they only usc a virtual assistan t
when they need one. Also, they can
perhaps get someone wit h a higher
professio nall c"e1 than Ih er cou ld get
if they had to pay someone fu ll-ti me.
The re's also no problem of officc hours.
i\ businessman ca n be out of the office
all day, but his assistant is still avai lable in
the evening ifhe needs to discuss thi ngs.
I thin k it cou ld make a bi g difference to
eve ryone's lifestyle.
: »0
Interview 2
A: Anna , what exactly do you do?
B: I'm a concierge at the Westin Hol'el in
LISTE NING SCRIPTS
Sa nla Clara, California. •
A: What was life like before you became a
B: Neil, I met JeffScgram ea rlier this year.
tclewo rker?
\Vhal exactl y is his job litl e?
B: I had to get up at Ihree in th e morning so I A: Hc's the Ma naging Director.
could shower and dress, take my kids to 1l1}'
B: Do you mean the CEO?
mother's, and set off to work by 4.30.
A Yes, Ihat's what the Americans say. I-Ie's the
A: 4.30!
person on the board who is responsi bl e fo r
B: Yes, there was a lot of traffi c. On a good
the day-la-day ru nning of th e compan)'.
day I gol th ere by 6.30. That g,Ne me half
B: And what about yo u?
an hom to relax before starting my shift at
A: I'lll the Product Develop men t Director.
seven o'clock.
I'm on the boarel as well. but I report to
A: It so unds awful.
-
B: Yes, I was ge tt ing up in the dark and B: Right. I sec.
gctt ing home in the dark. [ ne\'er saw my
husband or chi ldren. I like Illy job but my
•
life was a nightrn;lre. C: So, any news from Tokyo, Neil?
A: And what is life like now? A: No, I'm afraid not, Jeff. It looks like thev're
not in terested. ..
B: O h, I feci like the luckiest pe rSall alive. [
now get up at 5.30. My mother st ill looks C: How did il go with MT Tanaka?
after th e children but I don't have the A: Oh, he was really nice. He took me to a
SO-m il e drive to work al ong Highway 101. great restau rant. Actually, c\'erything went
\Ve've set up Illy workplace in one of the okay until we got down to business.
bed roo ms. I sit down in front of a camera, C: What happened?
pi n on a microphone and I'm ready for A I don't know. ll hought th e sale was a sure
bus iness. thing, but he see med to lose in tercst. I
..•
A: How does it work at th e hotel? don'l know wha t [ did wrong.
B: G uests still go up to the concierge des k.
but instead of me in person, th ey see me
A: rVim, Ihat was deliciolls.
on a gian t TV screen. T hey can only see
B: I'm glad you enj oyed it. So, Neil. tel l m e
Illy head and shoulders, so I can wea r my
about this digit<l l control software. \Vhy do
slippers whi le I work.
you thi nk wc should be interested?
A: What do your empl oyers think abou t it?
A Because it 's eas ily the best program for the
B: Oh, they're happy beca use they can 't afford job on the market.
to lose me. In th e hotel industry we don't
B: The system we lise at th e momen t works
have the high sa laries of Cisco, Palm or
okay. Wh), should we change?
Sun tvlicro, so there's a high turnover of
A: It 'S;1 question of costs. II could sa\'c you
staff. 'With uTlemploymelll around here
up to 30%. If you look at the com pet ition.
so low it's hard to re place workers. It cost
there's just no cornparison.
Ihem 550,000 but they th ought it was
B: Can YO ll give me some in forma tion aboul
worth a try.
your sales?
A: And the guests?
A Er ... abou t two miilion doll ars' worth
13: T hey're happ)'. Apart from anything else
worldwid e.
they don't have to leiwe a lip!
B: Could I see the documenta tion?
A: Well , I'm afraid that's cO ll fidential, bu t
20 WORKING LUNCH listen, if we can a deal today, I can
: 241 offer YOLI an even better discou nt.
A: T his looks like;1 vcry nice place, Satoshi .
13: Yes, [ th ough t you would like it.
A: Yes, I rC<llly like the decor. Er, could you
order for bot h of us, Satoshi ?
B: Of course. [ thi nk we cou ld have some
miso soup to start with. T hey do it very
well here.
A: Okay. Sounds good.
B: And then I lhink YOll should try some
unagl.
A: that?
13: It's eel - grill ed and served on a bed of rice.
It's delicious.
A: Hill , I'm sure it is. Aclu all)" do you think I
could have a sleak?
B: Well , I'm afra id th e}'do n't serve steak here.
A: I'll try the unagi, then.
13: Fin e. Would you like some sake, or wou ld
you prefer some bee r?
A: No, no, let's havc some sake.
B: Righ t. Sake it is, then.
CASE STUDY 1
INTERNET ACCESS
(un)authorised I(AIl)'0:8oralzdl adj.
(not) having official pe rmi ssion for
something
blame fblclm! verb [TJ to say or think
th at someone or som eth ing is
responsible for all acc ident , problem
or bad situation
colleague I'koli:gl noun [countJ
someone who wo rks in th e sam e
o rga niza tion or departme nt as YOll
dismiss Idl s' ml sl ve rb [T] to force
someone to lea ve th eir job
enforce I m'fo:(r)sl verb [T] to make
people obey a law, rule etc.
firewall l'falo(r) ,wo:11 noun [count]
a computer prog ram th at preve nts
people from en ter ing a computer
system illegall y
gambling I' gaemblnjl noun [uncount]
risking m Olley in th e hope of
winning lllorC if yo u are lucky
guidelines l'gald,lamzl noun [pluralJ
offi cial instru cti ons or advice about
how to do somet hing
hire l' hala(r)1 verb [TJ to pay someone
to work for you
inappropriate I,ma 'proupriatl adj. not
suitable in a partic ular situation
induction Im'dAkS(a)nI noun [countJ
a peri od of train ing that introduces
peo ple into an o rganiza tion or
institution
issue l' ISu:1 noun [count] a subject or
problem th at people di scuss or argue
about
IT /Ial 'ti:J noun [uncount] Information
Tec hno logy; th e use of computers
and other elec troni c equip ment to
sto re, process, and se nd information
logon I' logoni noun [countl a user
name and password
monitor I' mon lto(r)1 verb [TJ to
regula rl y check some th ing or watch
so meo ne in o rd er to lind ou t what is
happen in g
Dc..' Ilitinn\ fmlll \t;lcmilbn I Oidiull,ll') .111<1 \I.u.;milhm I'.n 'li\ 1 t)u:lion,lry
policy I'polasi/ noun [countJ a se t of
plans or acti ons that are agree d on
a governm ent , politica l party.
business, or other orga ni za tion
prohibit Iprau'hlbl tl ver b IT] to
officiall y stop people fro m doing
something
recruit In 'kru:tI verb [TJ to ge t
someone to join a compa ny, or an
orga ni zation
spy on someone / spal on sAmwAn!
phrasal verb to watch someone
sec retl y so that you know eve rything
th at th ey do
surf IS3:(r)fl verb [TJ to look at va riou s
placcs one after an oth e r on th e
In te rn et or on te levision
union /'ju:njJnJ noun [count] an
orga ni za tion tha t represents thc
wo rkers in a particula r industry
virus / 'valr:Jsl noun [count] a program
that enters your compu ter and
damages or destroys inform;]tion th at
you ha ve sto red
voicemaii / vo rsmci l/ noun [uncount]
a n electroni c system that records
a nd sto res phone messages
website I' weblsa rtl noun [count]
a plac e on th e Intern et wh e re
information is ava ilable about
a parti cu lar sub ject, com pany,
uni versity etc
welfare I'welfea(r)1 noun [uncountJ
th e health , happiness, and safety of a
person o r group
CASE STUDY 2
CRISTAL MALVERN
ad (advertisement) Ired
(Od 'v3:(r)I1Smant)1 noun [countJ an
an nou ncement in a newspa per, on
television, on th e Int ern et e tc that is
designed to persuad e people to buy
a prod uct or service, go to an event,
or appl y for a job
agreement la 'gri:man tl noun [countJ
an arrangem e nt o r decision about
what to do, m ade by two or more
peo ple, groups, or
benefit I' bellifltl verb [1fT] to ge t an
advantage, or to give someo ne an
adva ntage
a blessing in disguise la 'bleSl U 111
dl s,ga lzl phrase something th at
secms to ca use problems, but that
you late r reali ze is a good thing
blow fblou l noun [countJ an event
th<lt rnakes yo u feel very sad,
di sappointed , or shocked
bottled i'bot(o)ldI adj. contain ed in
bo ttlcs
brand fbrae ndl noun [cou nt] a prod uct
or grou p of products th at has its own
name and is mad c by o ne particu lar
compa ny
challenge l'tSaelmdyl noun [countJ
so meth ing that needs a lo t of skill ,
energy, and determinati on to deal
with or ac hi eve
commercial l ka'm3:(r)S(a)1/ adj.
relating to the business of bu yillg
and sellin g goods and se rvi ces
consumer product Ikan ,sju:mo(r)
'prodAkti noun [countJ so m ething
intended to be used by house holds
as th e ultimate consum er
demand Idl 'mo:ndl noun [uncount]
th e amount of a prod uct or servi ce
that people want, or th e fact that
they want it
distribute Idl 'stnbj u:tI verb [TJ to
suppl y goods from one ce ntral place
distribution l, dlStn 'bju:S(o)nI noun
[uncountJ the process of supplying
goods from o nc ccn tra l place
CASE STUDIES GLOSSARY
estimated l'eSllmel!,dI adj. calculated
or guessed by using the information
Ihal is ava ilable
genuine l'd3enjullll adj . real and not
pretended or fa lse
the initiative 1I'00lnllvi Isingular] th e
opporlu nily to lake act ion before
oth er pcoplc do
installation l,mst,'lell (,)nI noun
Icountl bu ilding or placc Ihat
provides a particular service or is
used for a particular industry
insurance llI1'Su,ronsi adj . relati ng
to a n arrangemen t in which you
regularly pay a company an amou nt
of monel' so that they will give you
mo ney if so mething that YOll own is
damagcd, lost, or stolen, or if you die
or are ill or injured
investment Im'ves(l)mant! noun
luncount] th e process of spending
money in order to improve
something or make it more
successful
livelihood l'lalvlihudl noun luncount!
co unt) something such as yo ur work
that provides the monel' that yo u
need to live
mission l' mlJ(,)nI Isingu la r] an ai m
th at is ve ry impo rtan t to a person or
organiza ti on
modernise I' mod,(r)nalzl verb lifT]
to become less old-fa shioned, or
to make something become less
old-fashi oned, as a result of new
methods, equip ment, or ideas
negotiate 100'gauSiclt! verb lifT] to try
to reach an agreement by discussing
something formally
owner l' auno(r)1 noun Icount]
someone who owns somethi ng
payout I' pelaut! noun Icount] an
amou nl of monel' that is paid to
so meone
plant Iplo:nt! noun Icount] a large
factory
rebuild I, ri:'blldl verb IT] 10 build
something again aftcr it has been
damaged or destroyed
CASE STUDIES GLOSSARY
reconstruction l,ri:kon'strAkS(o)nI
noun luncount]lhe process of
bui lding something aga in
redundancy 1,,'dA ndansil noun
[count] a situati on in which
someon e is told 10 leave th eir job
beca use Ihey are no longer nceded
redundant In'dAnd, nt! adj . if someone
is made redundant, they have been
laid that they muslleave their job
because they are no longer needed
renew verb IT] to do
someth ing aga in after a pause
rumour t ru:m,(r)1 noun lcount]
something thai people are saying
that may. or may not be tru e
salvage I'srelv ld:yl verb IT] 10 save
th ings from a ship or building thai
has been damaged or destroyed
shareholder I'Sea(r) ,hauldo(r)1 noun
[count] sorn cD ll c who owns shares
111 a company
site I,," t! noun Icount] a place used for
a particula r purpose
spokesman I'spauksmanl noun
[cou nt] so meone whose job is to
officially represent an orga nization
and 10 speak to journalists
subsidy t SA bs,dil noun lcount]
an amOllnt of money that the
governmen t or ano th e r orga ni za tion
pays to help 10 reduce th e cost of a
product or service
triumph 1'lral Amfl noun Icount] an
exciting victory or SlIccess
viable l'valOb(a)11 adj. able 10 be done,
or wo rth doing
workforce l'w3:(r)k,fa:(r)sl noun
Isingu lar]lhe lolal number of
people who work in a particular
company. industry. or country
CASE STUDY 3
STAFF APPRAISAL
anonymous lalnOnIlTI:Js/ adj . do ne or
written by so meone whose name is
nol kn owll
assessment la'sesmont! noun lcount]
th e process of thinki ng about
someth ing ca refu lly and maki ng a
judgement abo ut it
atmosphere l'relm, s,fla(r)1 noun
Isingular]lhe mood Ihal exists in a
place and affecls the people there
attitude l'rell,lju:dI noun luncount]
opinions or feelings that you show
by yo ur behaviour
basis l'bclSls! noun lcount] a particular
melhod or system that is used for
doing or orga nizing somel"il ing
behave Ibl'hclvl ve rb 11] 10 do things
in a particular way
conduct lkan'dAkt! verb IT] to do
something in an organized way
delegate I'del,g,t/ noun Icountl
someone who is chosen to represent
a group of other people al a meeting
detest Idl'test! verb ITI to hale
someone or something
disadvantages l,dlS,d'vo:nlld3'zI
noun Icount] somethi ng that makes
someone or someth ing less effecti ve,
successful , or attractive
effectiveness noun
luncount] degree to which
something wo rks well and produces
Ihe effect tha t was intended
efficient h' fIS(,)nt/ adj . wo rki ng weIJ
and prod ucing good resul ts, usi ng
Ihe avai lable ti me, monel', supplies
etc. in the most effective way
emphasis l'emf,S1s! noun lcount]
special importance or attention that
is given to one thing in particular
evaluate II'vreljuelt! verb 1TJ10 thi nk
carefu lly "boul something before
yo u make a judgement about its
va lue, importance, or quali ty
evaluation h,vrelju'elJ(o)nl noun
Icount] the process of making
a careful judgement aboul
something's value, importance, or
quality.
 . .
excuse Io k'skju:sl noun [count] a
reason for doing so mething th at you
\\Itl n t to do
exploit Io k'sploul verb [T] to treat
someone unfairly in ord er to get
some benefit for you rself
foundation Ifaun'deIS(o)nJ noun
[count] th e mos t basic part of
something from whi ch the rest of it
develops
goal 190ul/ noun [count] somelhing
that you hope to ac hieve
inaccurate Im'cekjuratl adj. not
accura te or correc t
inconsistent /I mkan isistant/ adj . not
always behaving in the same way or
producing th e same results
informal Im'fo:(r)m(o)1/ adj . re laxed,
frie ndl y, and nol offi cial
irritate I' ,ntelll verb [T] to make you
feel annoyed or 'Illgry
measure I' me30(r)1 ve rb [T] to form
an opinion abou t how good or bad
something is
medium i' mi:d i;)ln/ adj . betwee n sma ll
and large in size or am ount
motivate I' moullveltl verb [T] to make
SOm eone feel enthusiasti c about
doing something or determined to
do some thing
motivation l, mouu'vClS(o)nJ noun
[uncount] a feeli ng of e nthusiasm
about somethin g, or a de terminati on
to do som ethin g
nonsense l'nons(0)n51 noun [uncount]
id eas, be haviour, or state ments th at
are not tru e or sensible
outstanding adj.
extremel y good or imp ressive
performance Ipo( r) 'fo:(r)mon sl noun
[uncount] th e standard of success
th at someone or som ethin g ac hieves
perspective Ipo(r)'spektl vl noun
[count] a way of thi nkin g about
something
prejudice l' pred3ud lsl noun [uncount]
an unreasonabl e opin ion or feeling,
especiall y th e feeling of not liki ng a
parti cular group of people
1
prepared Ipn 'peo(r)dI adj . ready and unpopular IAn'popjulo( r)1 adj . disli ked
ab le to do somethi ng by man y people
rate l,.cllI ve rb [T]lo eonsider that useless I'ju:slosl adj. 11 0 1 e ffedi ve
som eone or someth ing has a in ac hieving th e purpose it was
partic ul ar qualily or has ach ieved a intended to ach ieve
pa rtic ular standard or level
values l' vre lju:zI noun [plural] th e
rating noun [count] a principles and be liefs th at inAuence
mcaSllTcm ent of how goocl or th e behaviour alld way of life of a
popular someone or so mething is particula r group or communi ty
reinforce l, ri:m 'fo:(r)51 verb [T] to waste IwelSll noun [uncount] th e
make a n idea, be lie f, or feel ing failure to use som ethi ng tha t is
stronge r valuabl e or useful in an effec tive
way
reward I n 'wo:(r)dI verb [T] to give
so m eone someth ing such as praise
or mon ey as a rcward
scale Iskell/ noun [count] a range
of numbe rs or amo unts forming a
sys tem for scparating things into
differe nt groups
scheme I sk i:mI noun [count] a plan
lh al is deve loped by a gove rnm ent
or a large organ ization in ord er
to provide a parti cul ar se rvice for
people
scoring system S1sloml
noun [cou nt] an orga nized way of
deciding th e number of points or
am oun ts given for som ething
subjective Isob'd3Ckll VI adj. based on
your own feeli ngs and ideas, and not
on facts
subordinate Isa'bo:(r)dmall noun
[count] som eone who has less powe r
or auth ori ty tha n so meo ne else
t eamwork l' ti:m,w3:(r)kI noun
[uncount] work th at yo u do togeth er
wilh oth er peopl e
timescale l' t31m ,skc ill noun [cou nt]
th e period of ti me in wh ic h
some thing happe ns or should be
done
trust ItrAsll noun [uncount] a feeling
th at you trust so meo ne or so mcthing
t rust ItrAsll ve rb [T] to beli eve th at
someone or something is good,
honesl, or re liable
uneconomic /IAni:kalnOITIlk/ ad j. not
capab le of maki ng a profil
unfair IAn'feo(r)1 adj. not fa ir. just , or
reasonabl e
CAS E STUD IES GLOSSARY I
CASE STUDY 4
COMPANY STRUCTURE
accountability IO,kaunto'bllotil
noun [uncount] responsibi lity for
something tha t has happened
accountable la'kauntob(o)11 adj. in a
posit ion whe re people ca n criticize
or as k YO ll why somet hi ng
YOll
happe ned
advantage lad'vo:ntldy noun [countl
a good feature or qua lity that
somci ll ing has; something that
makes one person or th ing more
likel y to succeed than others
advice /ad 'valsJ noun [uncount] an
opini on that someone gives YOLI
about the best thing to do in a
parti cular situa tion
advise lad 'va lzl verb [IITJ to give your
opini on to so meone abou l the best
thin g to do in a parl'icuiar situation
approach lo'proulSI noun [countl a
way of dea ling with something
branch Ib ro:nlSI noun [countl a
shop or offi ce representing a large
company or organization in a
particular area
centralise f scntrolalzl verb [T[ to give
control of a country. organ ization.
or industry to one ce ntral group of
people
centralised I'senlrolalzdl adj. brought
toge th er und er th e control of one
central group of people
chain IISe",1 noun [countl a gro up
of businesses tha t all belong to the
same compan)'
delivery Idl'liv(o)ril noun [countl the
process of bringing goods or letters
to a place
depot I'depaul noun [countl a large
building where things are stored
until they are needed
diversify Idal 'v3:(r)Slfall verb [1m
to develop additional prod ucts or
activiti es
division Idl 'vI3(o)nl noun [countl
one of the parts in to which a large
orga nizati on is divided
CASE STUDIES GLOSSARY
geographical l,d3i:a'grreflk(a)1/ adj . sector f sekto(r)1 noun [countl a part
rela ting to an area or place, or to of a coun try's economic or business
geogra phy activity
growth Igrou81 noun [uncountl an segment I'segmontl noun [countl a
illcrease in th e number, size, or part of something
importance of something
stock Is toki noun [uncountl th e goods
hierarchy I'hala,ro:(r)kil noun that are available 10 buy in a shop
[uncount1 a system for organiz ing
supply Iso' plall verb [TI to provide
people according to th cir status
someone or something with
HR l,ellS 'o:(r)1 noun [uncountl Human something that they need or wa nt
Resou rces - the department in an
talent I'trelontl noun [uncountl a
organ izat ion that is responsible for
natural ability for doing a pa rticular
looking after all of the people who
activity well
work there, and for choos ing new
workcrs team Ili:m/ noun [countl a group of
people who work togetller
logistics llo'd3lSuksi noun [plurall
the practical arrangeme nts that temporary l'lemp(a)raril adj . existing,
are necessary in order to organize done, or lIsed for on ly a limited
something sllccessful ly period of time
lorry I' loril noun [countl a large road truck IlrAki noun [countl a large road
ve hicle th <lt is lIsed fo r ca rryi ng ve hicle that is llsed for ca rrying
goods = TRUC K goods = LORRY
operating costs l'opOrciUD koslsi warehouse I'wca(r),hausl noun
noun [plural) the day-Io-day [countl a big building where large
expenses incurred in ru nning a amounts of goods arc stored
business
operational 1,0p,'reIS(a)n,11 adj .
relating to the way something wo rks
policy I'polosil noun [countl a set of
plans or actions lhat are agreed on
by a goverrllllcnt, pol itical party,
business, or other organi zation
profit I' proflll noun [uncountl
1110ney that you get when YOll sell
something for a price is higher
Ihan the cost of making it or buying
it
project l'prod3cktl noun [countl
an organized attem pt to ach ieve
something
promote Ipro'moutl verb ITI to support
something or to help somethi ng to
develop
retail I'ri:lclll adj. rela ting to the sale of
goods direelly to the public for their
own usc
role Iroull noun [countl th e purpose
or inA uence that someone or
something has
CASE STUDY 5 gadget l'gred3ltl noun [count) a small
tool or piece of equipm en t that
L1NUX does so meth in g th at is useful or
ada t , ,,'d rep tl verb [Tito lliakc impressive
s:mething n l ore su itable for a ne\V
a great deal of sth 10 'grelt ,di:l av
Use O f situat ion
sAm8I1)/ phrase a la rge amount of
a fford j:;)'f:>: (r) dI verb [Ti to have so mething
enou g h m o n ey to pay for something
ha rdwa re I' ho:d(r) ,wea(r)1 noun
billion I' bl lj on/ number th e number [uncount] co mpu te r equipme nt
1,000 ,00 0,000
illegal h'1i:g(o)11 adj. not allowed by
bud e 1: l'bAd3 1t1 verb [I) to carefull y th e law
pGn the way you will spend yo ur
insta ll Im'sto:1I verb [T) to put a piece
update J'Apdel tl noun [count) a p iece
of software th at contains rece nt
improve ments to a com pllter
progra m
upgrade l' Ap,greJ(l/ noun [count ) a
piece of equi pm ent or softwa re th at
is designed to m ake a compute r
more powerful or e ffecti ve
version l' v3:(r)S(o)nI noun [count) a
[arm of so m e th ing that is di fferent
from othe r forms or fro m the
original

mon ey vi ab ility I, va la' bilotil noun [uncount)

com a1:ible Ibm'pretob(a)l/ adj. able
toPbe u sed togeth er with another
pie c e of com puter e qlllpment or
sofhvare
conseque n ce l konslk wansl noun
[count) a res ult or effect of
something
desk1:0 P computer I,desktop
bm'pjU:to(r)/ noun [count) a
COln p ute r of a size designed to
be used o n a des k or table, as
posed to l arger m ac hin es, suc h as
and smaller machi nes,
suc h as lap tops
effec1:ive h' fe k llvl adj. wo rkin g well
and p roduc ing th e resul t tha t was
inte nd e d
efficiency !l'f1S(a)nsil noun [uncount)
th e ability to wo rk well and produce
ood results, usin g th e avai lable
gti me, money. supp i"ICS etc. 111 t he
most effective way
e ffort l' efo(r)tI noun [uncount)
h ysical or menta l ene rgy needed to
do so m eth'mg
p secure ISI'kjua(r)1 adj. safe from attac k,
eval uate /I 'vre ljuel tl ve rb [T) to th ink
carefull y about someth ing before
y OU make a a judge ment J?out Its
va lue, impo rta nce, or quality
lice nsing fees 1' lals(o)nSlD ,fi:zI noun
[plural) mon ey th at you pay to an
organization to be a ll owed to use
their softwa re
format I' fo:(r) mretl noun [uncount!
count] the a rran gemen t, size, or
shape of someth ing
of equi pment somewhe re or a piece
ab ili ty to work and sllcceed
of software in to a comp uter and
make it ready for use
license 1' lalS(o)nsl noun [count) an
official doc ument tha t gives YO LI
permission to do or use so mething
marg in l 'mo:(r)d3ml noun [count) an
additional am ou n t of lime, space,
m oney etc that you include to be
certain that you will be safe or
sllccessful
monopoly Ima 'nopolil noun [uncount )
co mplete co ntrol over som ething by
one organization or pe rson
pirate version I, palfol 'v3:(r)S(0)nI adj.
ill egal copy of co mputer program ,
book, video or CD
policy I' polosil noun [count) a set of
plans or ac ti ons th at are agree d on
by a govern m ent, pol itical party,
business, or other organization
prici ng l'pralSlDI adj. relating to th e
am ount of money that is charged for
so methin g
h arm or damage
software l'sof(t),weo(r)1 noun
[uncount) th e programs used by
computers fo r doing particu lar jobs
stability Isto'bilatil noun [uncount) a
situation in whi c h thin gs continue
withou t a ny major changes or
probl ems
stable I' stelb(o)11 adj. not c hang ing
frequen tl y, and not likely to
suddenl y become worse

CASE STUDIES GLOSSARY

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•
In company SECOND EDITION is a fast-paced,
four-level Business English course for professional adults who need to
communicate in everyday business situations .

•
In company SECOND EDITION bu ilds on the
successful ingredients of the first edition by updating and expanding
the material to reflect the real world of modern business.

•
In company SECOND EDITION offers you:
• 20 self-contained units focusing on functional language
• NEW phrase banks with useful phrases for refere nce and revision
• 5 NEW case studies reflecting real-life business scenarios
• NEW audio recordings with authentic native and non-native accents
• Self-study CD-ROM with extra listening activities, workbook,
NEW interactive glossary and NEW downloadable Student's Book
audio

OTHER COMPONENTS:
• Class Audio CDs
ISBN: 9780230717213
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ISBN : 9780230717206
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ISBN: 9780230717060
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