UNIT 1

MEET A NEW CLIENT

A. Study these pictures! What are they doing? Discuss with your partner.

B. Look at the pictures in exercise A. Answer these questions. Discuss with your partner.
1. What would you do first if you meet your new clients?
2. How would you get along with your new clients?

C. Match the jobs on the left to their definitions on the right.

________ journalist a) a person who leads to manage the

company
________ pilot b) a person who does the company
finance report
________ business person c) a person who reports the news
________ accountant d) a person who keeps the record, file
and type
________ manager chef e) a person who leads the company
________ director f) a person who flies a plane
________ secretary g) a person who does business
________ clerk f) a specialist in economics
________ economist g) a person whose job is writing books,
novels, atc.
________ author h) a person who helps director

D. Dialogue
E. Match the questions to the correct responds.
1. What’s your name? a. I’m an accountant.
 2. Good morning b. Good morning
3. How do you do? C. I work for SHELL company.
4. What’s your job? d. how do you do?
5. Where are you from? e. I’m Monica Anderson.
6. Where do you live? f. I’m from Chicago.
7. Where do you work? g. I live in

F. case study

UNIT 2

On a Business Trip - A Presentation

A. Have you ever met a strange client? Tell to your partners the good and bad experiences
you have ever had within your working world?

B. Read and practice this dialogue.

Betsy: Hi Brian, this is Betsy. How are you doing?

Brian: I've just returned from the Head Office. The weather is great! Boston is a great city!

Betsy: Have you met Frank yet?

Brian: No, I haven't seen him yet. We have a meeting at 10 o'clock tomorrow morning. We are
going to meet then.

Betsy: Have you made your presentation yet?

Brian: Yes, I made the presentation yesterday afternoon. I was very nervous, but everything
went well.

Betsy: Has management given you any feedback yet?

Brian: Yes, I've already met with the sales director. We met immediately after the meeting and
he was impressed with our work.

Betsy: That's great Brian. Congratulations! Have you visited any museums yet?
Brian: No, I'm afraid I haven't had any time yet. I hope to take a tour around town tomorrow.

Betsy: Well, I'm happy to hear that everything is going well. I'll talk to you soon.
Brian: Thanks for calling Betsy. Bye.

Betsy: Bye.

C. Look at the dialogue in exercise B. Underline the past participle words in the dialogue.
 D. Change these words into past participle form.
Infinitive Past participle
Speak
Be
Give
Learn
Take
Send
Go
Call
interview
Reply

E. Fill in the blanks by using the words in the box. Change the words in the past participle form.
1. I ______ (see) that movie twenty times.
2. He _____ (be) to the France.
3. A : Have you ever _____ (meet) him?
B : Yes, I ____ ever _____(meet) him.
4. John _____(study) two foreign languages.
5.
6.
7.
F. nsf

Unit 3

TOMORROW’S MEETING

Alice: We're having a meeting tomorrow. Can you make it?

Kevin: When is it taking place?
Alice: We're planning on 10 o'clock. Is that OK?
Kevin: Yes, that'll be fine.

Alice: We're going to go over last quarter's sales figures.

Kevin: Good. I have some input I'd like to make.

Alice: Frank is also going to make some suggestions on improving the bottom line.
Kevin: That'll be interesting. He's got keen insights.

Alice: Yes, he's going to outline some new sales strategies.

Kevin: Is Alan attending?

Alice: No, he's flying to San Francisco and won't be able to make it.
Kevin: Oh well, maybe He'll phone in.

Key Vocabulary

to make a meeting
to take place
sales figures
quarter
bottom line
insight
strategy
to phone in

UNIT 4

Discussing Ideas at a Meeting

Chairman: I'd like to open today's meeting. Robert?

Robert: First, I'll quickly go over the main points of the last meeting.
Chairman: …. (finishes) , if no one has anything to add, let's move on to today's agenda.
Robert: I suggest we each give a little background on the suggestions we discussed last week.

Chairman:Could you repeat that, please?

Robert: Let's start by going over the research you've done on the suggestions.

Chairman: You'll find most of the information outlined in the summary documents in front of
you.
Robert: These figures are interesting. It's clear to me that customer communications are not
working as they should.

Chairman: Yes, our marketing efforts really haven't been effective to date.
Robert: I suggest we break up into groups and discuss how we can improve our message.

Chairman: Unfortunately, we're almost out of time. I suggest you submit your ideas on
marketing and we can discuss the best next week.
Robert: Before we close, could we quickly discuss the Armstrong situation?

Key Vocabulary

to open a meeting
to go over
main points
to add something to a discussion
agenda
to move on
to give some background
outlined
summary documents
figures
communications
marketing efforts
to date
to break up into groups
out of time
to close a meeting

Target language: giving suggestion

UNIT 5

Telephone Banking

Representative: Hello. How can I help you today?

Customer: Hello. I'd like some information on the telephone banking services offered at by your
bank.
Representative: Certainly. What is your account number?

Customer: at the High Street Branch.

Representative: What would you like to know?

Customer: How do I sign up?

Representative: Just let me know, I'll sign you up immediately.

Customer: Can you tell me how the telephone banking services work?
Representative: You can do all your day-to-day banking over the telephone, 24 hours a day.

Customer: That's great. How do I access my account?

Representative: Just call the bank, key in your PIN number and listen to the menu of options
available.

Customer: How do I choose which option I want?

Representative: Just press the number for the service stated by the recording.

Customer: What kind of things can I do?

Representative: You can check your balance, pay bills, order a statement or even transfer
money to another bank.

Customer: That's fantastic! Can I trade stocks and bonds.

Representative: I'm afraid you will have to have a special account for that.

Customer: What about getting help if I have any problems?

Representative: There's an automated answering machine and staff are available 9 to 5 seven
days a week.

Customer: It all sounds very good to me. I'd like to sign up.
Representative: Alright, can you answer a few questions please?

Customer: Certainly...

Useful Vocabulary

24 hours a day
account number
automated answering machine
day-to-day banking
menu of options
telephone banking services
to access an account
to check your balance
to key in a PIN number
to order a statement
to pay bills
to sign up
to trade stocks and bonds
to transfer money

UNIT 6

NEGOTIATING

Case Study
For the purpose of this lesson, we will follow the negotiations taking place at a fictional
company called Landscape Labourers. Markus, a landscaper who has been with this company
for five years, believes he is underpaid. He also thinks he deserves more seniority over his crew
members. Markus's manager, Louis is also the owner of Landscape Labourers. Though Louis
values Markus more than any of his other labourers, he isn't sure that he can afford to pay him
more, especially at this time of year when work is unsteady.

Read through the lesson and find out how Markus prepares his case and presents it to
management, and how the two parties negotiate and achieve their goals..

Markus Opens the Negotiations

It's finally lunchtime and Markus and Louis meet as planned. Markus offers for Louis to speak first, but
Louis declines:

Markus: Thanks again for agreeing to meet today. I really appreciate you taking the time during your
lunch.

Louis: Okay, well, let's get started. I'd like to resolve this as soon as possible so we can get back to work.

Markus: Great. Okay, well, if there's anything you'd like to say first, please be my guest.

Louis: Oh, no, I insist you go first. After all, you're the one who asked to meet with me.

Markus: Very well then. First of all I want you to know that I am fully aware of the challenges you have
faced in running this company in the last few years. I understand that the poor weather last year ended
up costing you and all of the local landscape companies a lot of money. However, I think you realize that
I am unsatisfied with my current salary. I've been with Landscape labourers for 5 years now and there
have been many other years that were profitable. Despite how much your business has grown, I'm
making less than a dollar more than I was the day I started.

Louis: You're lucky to have a job in these times.

Markus: Yes, and I'm very thankful that you have employed me all this time, especially during the slow
seasons when the company is struggling to make a profit. It means a lot to me to have that stability,
which is why I have remained loyal to your company.

Louis: You haven't had much choice but to remain loyal, Markus. There are no jobs out there.

Markus: Well if you don't mind, I'd like to finish what I have to say and then you can let me know what
your position is. As a matter of fact, there are a few companies hiring right now in our area. These are
not all necessarily companies that I would be interested in working with. For example, you and I both
know that I would never want to work for a company such as Powell Designs. I'd much prefer to be
associated with a company like Landscape Labourers because we do a good job. Having said that, I took
the liberty of calling a few other local companies to find out what type of salary packages they offer to
their foremen.

Louis: Foremen? I don't have a foreman. I never have. It's not my style. Don't forget, you're a contract
labourer just like the rest of the crew.

Markus: Yes, I thank you for bringing that up. Besides deserving a higher salary, one that is competitive
with local companies, I also think that I deserve a new title. You and I both know that the crew looks to
me as though I am a foreman, even though I don't have the title.

Louis: You don't have the title, but you also don't have the responsibility. It's a lot of work being a
foreman.

Markus: Exactly. And you can't say that you haven't noticed me coming in earlier than the others and
leaving later. I also designate jobs to all of the crew members each morning and call suppliers when
needs arise. These are duties of a foreman, am I right?

Louis: I suppose. But a foreman also helps solve conflicts that arise within a team, and deals with
customer complaints. You always pass those things on to me.

Markus: I agree with you on that. However, I would be willing to take on these extra responsiblities,
should you offer me a foreman position at a rate of $25.00 per hour.

Vocabulary
Word
Meaning Example Sentence
Part of speech

We can't offer you the raise you

alternatives
other options requested, but let's discuss some other
noun
alternatives.

amplify expand; give more information Could you amplify on your proposal
verb please.

We're better to settle this between us,

arbitration conflict that is addressed by using a
because a formal arbitration will cost
noun neutral third party
both of us money.

We bargained on the last issue for over

bargain try to change a person's mind by using
an hour before we agreed to take a
verb various tactics
break.

bottom-line I'll accept a raise of one dollar per hour,

the lowest one is willing to go
noun but that's my bottom-line.

collective This is a collective concern, and it isn't

together
adj fair to discuss it without Marie present.

If you are willing to work ten extra hours

compensate
make up for a loss a week we will compensate you by
verb
paying you overtime.

comply I'd be willing to comply if you can offer

agree
verb me my own private office.

compromise changing one's mind/terms slightly in We are willing to compromise on this

verb order to find a resolution issue because it means so much to you.

concession I think we can offer all of these

a thing that is granted or accepted
noun concessions, but not all at once.

conflict It is impossible to engage in conflict

resolution general term for negotiations resolution when one of the parties
noun refuses to listen.
 I confronted my boss about being
confront
present an issue to someone directly undervalued, and we're going to talk
verb
about things on Monday.

consensus It would be great if we could come to a

agreement by all
noun consensus by 5:00 P.M.

cooperation I have appreciated your cooperation

the working together
noun throughout these negotiations.

counter In their counter proposal they suggested

the offer/request which is presented
proposal that we keep their company name rather
second in response to the first proposal
noun than creating a new one.

counterattack Before we could start our counterattack

present other side of an issue
verb/noun they suggested we sign a contract.

I tried to close the discussions at noon,

counterpart person on the other side of the
but my counterpart would not stop
noun negotiations
talking.

In the past I have had little respect for

cordially
politely that client, but today she spoke cordially
verb/noun
and listened to my point of view.

demands needs/expectations that one side They had some last minute demands that
adv believes it deserves were entirely unrealistic.

When the discussions came to a deadlock

deadlock
point where neither party will give in we wrote up a letter of intent to continue
noun
the negotiations next week.

argument/conflict I was hoping to avoid discussing last

dispute
year's dispute, but Monica is still holding
noun a grudge.

dominate have the most control/stronger Max has such a loud voice, he tends to
verb presence dominate the conversations.

entitled My contract says that I am entitled to full

be deserving of
adj benefits after six months of employment.

flexible We have always been flexible in terms of

open/willing to change
adj your working hours.

haggling arguing back and forth (often about We've been haggling over this issue for
verb prices) too long now.

I want you to know that we don't have

hostility
long-term anger towards another any hostility towards your company
noun
despite last year's mixup.

high-ball make a request that is much higher I'm planning to high-ball my expectations
verb than you expect to receive when I open the discussion.

impulse I acted on impulse when I signed that six-

quick decision without thought or time
noun month contract.

They were so indecisive we finally asked

indecisive has difficulty choosing/making a
them to take a break and come back next
adj decision
week.

(bargaining power) something that We have a little bit of leverage because

leverage
gives one party a greater chance at we are the only stationary company in
noun
succeeding over another town.
log-rolling After a bit of log-rolling we came to an
trading one favour for another
verb agreement that pleased both of us.

I was expecting my boss to low-ball in the

low-ball offer something much lower than you
initial offer, but he proposed a fair salary
verb think the opponent will ask for
increase.

mislead convince by altering or not telling the They misled us into thinking that
verb whole truth about something everything could be resolved today.

mutual The decision to call off the merger was

agreed by both or all
adj mutual.

objective My prime objective is to have my family

goal for the outcome
noun members added to my benefits plan.

point of view From my point of view it makes more

person's ideas/ thoughts
noun sense to wait another six months.

pressure work hard to convince another of an He pressured me to accept the terms by

verb idea using intimidation tactics.

proposal While I listened to their proposal I noted

argument to present
noun each of their objectives.

receptive His positive body language demonstrated

open to/interested in an idea
adj that he was receptive to our suggestions.

resentment anger held onto from a previous Mary's resentment stems from our not
noun conflict choosing her to head the project.

resistance a display of opposition We didn't expect so much resistance on

noun the final issue.

resolve Before you can resolve your differences

end conflict, come to an agreement
verb you'll both need to calm down.

tactics There are certain tactics that all skillful

strategies used to get one's goals met
noun negotiators employ.

tension feeling of stress/anxiety caused by There was a lot of tension in the room
noun heavy conflict when George threatened to quit.

Lower payments over a longer period of

trade-off terms that are offered in return for
time sounded like a fair trade-off until we
noun something else
asked about interest charges.

His ultimatum was that if I didn't agree to

ultimatum a final term that has serious
give him the raise he asked for, he'd quit
noun consequences if not met
today without two week's notice.

unrealistic It's unrealistic to think that we will have

very unlikely to happen
adj all of our demands met.

victory We considered it a victory because they

a win
noun agreed to four of our five terms.

The client will only yield to our

yield
to give in to another's requests conditions, if we agree to work over the
verb
holiday weekend.

Language to use to show understanding/agreement on a point:

 I agree with you on that point.

 That's a fair suggestion.
 So what you're saying is that you...
 In other words, you feel that...
  You have a strong point there.
 I think we can both agree that...
 I don't see any problem with/harm in that.

Language to use for objection on a point or offer:

 I understand where you're coming from; however,...

 I'm prepared to compromise, but...
 The way I look at it...
 The way I see things...
 If you look at it from my point of view...
 I'm afraid I had something different in mind.
 That's not exactly how I look at it.
 From my perspective...
 I'd have to disagree with you there.
 I'm afraid that doesn't work for me.
 Is that your best offer?