C a m b r id g e

Marjorie Rosenberg

Business
Advantage

’ *«»:

^ ^ * / O ge

CO
 Business
Advantage

P e rso n a l Study B ook

Interm ediate
Marjorie Rosenberg

C a m b r id g e
U N IV E R SIT Y PRESS
CAMBRIDGE UNIVERSITY PRESS

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Singapore, Sao Paulo, Delhi, Tokyo, M exico City

Cambridge University Press

The Edinburgh Building, Cam bridge C B 2 8RU, U K

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© Cambridge University Press 2012

T his publication is in copyright. Subject to statutory exception

and to the provisions o f relevant collective licensing agreem ents,
no reproduction o f any part m ay take place w ithout the written
perm ission o f C am bridge U niversity Press.

First published 2012

Printed in the United Kingdom at the University Press, Cam bridge

A catalogue record f o r this publication is available from the British L ibrary

ISB N 978-1-107-69264-0 Paperback

C am bridge U niversity P ress h as no responsibility for the persistence or

accuracy o f U R L s for external or third-party internet w ebsites referred to in
this publication, and d oes not gu aran tee that any content on such w ebsites is,
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 Contents

Introduction to the Personal Study Book

1 Culture and its impact 5-7

2 Technology and business 8-10
Reading 1: Facebook 11-12
Writing 1: Making first contact 13
3 Motivation 14-16
4 Human resources 17-19
Reading 2: Talented employees 20-21
Writing 2: Covering letter for a job application 22
5 Organisations and their structures 23-25
6 Managing organisations 26-28
Reading 3: Successful retail strategy 29-30
Writing 3: Everyday business emails 31
7 Supply-chain management (SCM) 32-34
8 Quality management 35-37
Reading 4: Details of the supply chain 38-39
Writing 4: Writing group emails 40
9 Marketing strategy 41-43
10 Customer relationship management (CRM) 44-46
Reading 5: Marketing success 47-48
Writing 5: Responding to written complaints 49
11 Accounting 50-52
12 Finance 53-55
Reading 6: Finance 56-57
Writing 6: Describing charts, graphs and statistics 58
13 Decision-making 59-61
14 The learning organisation 62-64
Reading 7: Helping young people to succeed 65-66
Writing 7: Business proposals 67

Wordlist 68-70

Grammar reference 71-76

Progress tests 77-82

Audio scripts 83-86

Answer key 87-95

Acknowledgements 96
 Introduction

What's in this book? to be realistic when you are studying - take one area at a time and
don't try to do too much. It is better to learn five to six new items
This book is designed to help you review and reinforce the grammar,
of vocabulary really thoroughly than try to remember more words
vocabulary and skills you have learned through studying with
which you will not be able to use efl'ectively
Business Advantage Internnediate.lhere are 14 units, one for each
unit of the book. In addition, there are seven Writing sections, each Reading and Writing Sections
matching the relevant writing section of the book. There are also
There is a Reading section and a Writing section after each two units
seven Reading sections related to the topics covered in the Student's
of the Personal Study Book. Some of the reading texts look at the
Book. Each unit follows the Student's Book closely: there is a section
theories you learned about in your Student's Book and others are
related to each of the three lessons in each unit of the Student's
case studies of companies which deal with topics covered in the
Book. You will find an Answer key at the back of the book.
preceeding units of the course book. All the reading texts are based
There are also three progress tests: one after Units 1-5, another one
on authentic materials and will probably contain some unknown
after Units 6-10 and the last one after Units 11-14. You can use these
words.There are some explanations and exercises to help you
to check your progress.
understand these, so do not worry if you do not understand every

How do I use this book?
There are five stages in preparing for and using the units.
■ Preparation: Study a unit or lesson of the Student's Book
thoroughly. When you feel confident that you have mastered all
the key words, grammar and skills presented, you are ready to
complete the relevant section or unit of the Personal Study Book.
■ Practice: Each unit contains two sections - grammar/vocabulary
and skills.These relate directly to the material in the Student's
Book.There are exercises in the skills section which include
listening material: this gives you the opportunity to hear and
practise key phrases and pronunciation, intonation and stress
related to the skill you have learned in the Student's Book. Try to
do all the questions in the section: each exercise tests one area of
vocabulary, grammar or group of expressions from a skill area.
■ Checking: When you have finished all the tasks, check your work.
Then use the Answer key at the back of the book to mark your
work. If you have made a lot of mistakes with one part, go back
and check the Student's Book: review the key points to make sure
word the first time you read the text. If you find some interesting
new vocabulary in the text, make a note of it and try to use it in
order to help you remember it.
The writing units match the topics covered in the writing units of
the Student's Book.There are some exercises to practise different
aspects and types of writing and each unit ends with a longer piece
of writing for you to complete. There is no Answer key for this final
activity. When you have done the writing, ask your teacher or a
native speaker to check it for you if possible. If this is not possible,
read your work through critically and try to make any corrections.
Remember, writing (even in your own language) is a process, with
several stages: it is unusual to write something important without
making changes before you complete it.
I hope this book will support you while you improve your business
English and that the exercises will help you remember and practise
the important vocabulary, grammar and skills that you will need in
your work.
I hope this book helps to make learning business English fun

you understand them. and successful.

■ Can Do statements: At the end of each unit, there are three to four
statements which give you an indication of what you should be
able to do afl:er completing the unit. There are two boxes next to Marjorie Rosenberg
each statement {Yes, lean do th is/I think I need more practice). If
you can answer'Yes'to all the statements and you have got most Author's thanks
The author would like to thank Laurence Koster at Cambridge University
of the exercises correct, then you are ready to move on to the next
Press and Alison Bewsher for their meticulous editing of the book, as well as
unit. If not, refer back to the relevant unit of the Student's Book.
Neil Holloway and Chris Capper for their support.
■ Revision: After completing the statements think about the areas you
In addition, the author is grateful to Red Bull GmbH, FuschI am See, Austria
could work on in the furure and how you can do this. For example, if
for their information and help. Special thanks go to Sean Segal, Director of
you think you need to do more work on an area of vocabulary, think Operations at the Urban Alliance, Washington D.C. as well as to Mary and Jeff
about how you can do this and make a note of it. It is important Zients for allowing the use of the text.
 Culture and its impact

Vocabulary and Grammar

The dim ensions of culture 7 In this job you need to solve a lot of problems, s o _____

(analyse) skills are a must.

1 Match the definitions to the terms.
1 Work and ideas are shared by the
members of the group.
8 I'm pleased to announce that we have recently won a
a High power
_________________(value) contract with the local council.
distance

2 Decisions are made quickly and being b Low masculinity Talking about cultures
spontaneous is important. dimension
1 Choose which one of the words a, b or c does n o t go with
3 Men and women have similar status and c Long-term each head word to make a collocation
ideas. orientation
Example 1. We can’t say corporoie overseas
4 Staff can work without knowing all the d Low power
details. distance 1 Corporate
a culture b identity c overseas
5 Most employees do not have close e Individualistic
2 Multinational
contact with those who make decisions.
a team b company c individual
6 Staff prefer to work on their own ideas f Low uncertainty 3 Cultural
and projects. avoidance a differences b package c similarities
7 Everyone can make suggestions and 9 Collectivist 4 Business
their ideas are listened to. a expatriate b people c card
5 Host
8 Planning ahead is very important. h Short-term
a country b repatriation c company
orientation
2 Complete the sentences to make collocations with the words
Using key vocabulary in exercise 1.

2 Complete the following sentences with the correct form of
the words in brackets. If you are not sure, look at Language
focus 1 on page 12 of the Student's Book.
1 We must give Mr Horshimo a good deal. He is one of our most
________________ (value) customers.
2 A lot of the problems we had on the project w ere ________________
(avoid).
3 We need to make a detailed_________________ (analyse) of the
current market before we launch the product.
4 Giant Steel are our biggest_________________ (compete).
5 It's hard to know what she is thinking because she isn't very
1 Logos and trademarks are one way a company can communicate
its corporate__________________
2 Unilever is a good example of a multinational_________________ , as
they have offices all over the world.
3 If you go to a different country to work you shouldn't expect
everything to be the same. There will be a lot of cultural
4 In Japan it is important that when someone gives you a business
_________________ you look at it before you put it in your pocket.
5 The event will be held in Rio, so Brazil is the host_________________

________________ (communicate).
6 I can't give you a _________________ (certain) date of when the
product will be delivered.
 Present tenses Using stative verbs in the present tense

1 Read the sentences and choose the correct tenses. Write U for 1 Sort the verbs below into stative or active verbs.
usual or T for tem porary in the boxes.
understand import work waste overshadow own move
1 I always welcome/am welcoming guests when they hope contain share support rise wish mix know
arrive/are arriving from another country. detest remember bring belong to mean love entail
refuse invite decide
2 The meeting is starting/starts now, so I hope everyone

is here.

3 They are relocating/ relocate to the USA this week. Stative Active

4 In our corporate culture people wear/are wearing uncLerstayicL tnove

suits in the office.

5 My partner is working/worl<s on an important project

with a multinational team.

6 He usually brings/is bringing a number of business cards

with him every time he travels/is travelling. 2 Complete the sentences using the verbs from exercise 1 in

7 The parent company offers/is offering good expatriate the correct form.

packages to those who agree to go abroad this year. 1 This year our com pany. . a health and education
8 Whenever we open/are opening an office overseas, programme to help children in the community. This brochure
we im port/are importing our traditions into the foreign _________________ all the details.
country as well. 2 They alw ays_________________ all their employees to the annual

2 Write questions for the answers. party.

3 She really__________ _ these long meetings because she says

1 W hen__________________________________________ ?
He needs this information soon. they ju s t----------- .everyone's time.

2 W hat__________________________________________ ? 4 I _________________ I could travel more in my job but I have too much
I usually check my emails when I arrive at the office. work to leave the office for several days.

3 W here__________________________________________ ? 5 Everything is getting more expensive because prices

They are moving to Boston.

4 W hy__________________________ 6 W e. ____________on the plan for next year and we

It is important to learn to overshadow national barriers so that we
_________________that we will finish it by Friday.
can do business abroad.
7 This dictionary_________________ my sister. That's why I
5 W hat__________________________________________ ?
My boss is planning a conference call with our overseas office _________________it home today.

today. S l a m sure that top management already________ .w h ich

6 H ow ___________________________________________ ? em ployees_________________ to our office in Asia.

You can talk to people when they visit so that you can learn about
other cultures and countries.
Review! 4 But this time you aren't leaving till tomorrow afternoon. That
should give us some time in the city to show you around before
Listen to track 2, which is from the Student's Book.
we leave for the airport_____
Notice how the speakers make small talk with each other,
5 In fact, that place is no longer open. I don't think guests were very
show interest and keep their conversations going.
happy there_____
6 This storm seems to be causing problems for lots of travellers this
Show ing in terest and keep in g th e co n versatio n going
week. I hope you will have an easy trip back_____

1 Look at the mini-dialogues and choose the best response to

keep the conversation going. Inform al b u sin ess co nversatio n s

1 How was your trip? 1 Listen to the conversation and write examples of
a Not too bad. b Fine, except for the bad weather on the way. the types of expressions in the table below. Then look at the
2 Good to see you again. audioscript on page 83 to check if you found all the examples
a Same here. This is a new office, isn't it? from the conversation. What do the phrases or words showing
b Good to see you too. interest have in common?
3 We are just waiting for Joelle. She should be here soon.
a I think I nnet her in Paris. Isn't she your colleague with the great informal language
ideas? short forms
b It's OK.
one-word answ ers
4 How is the hotel this time?
a Seems to be OK. incom plete sentences

b Much better, thanks. Do you remember that very small room I
had and the strange people in the restaurant at breakfast?
5 I hope we can do some sightseeing this time.
a I hope so too. Last time I went straight to the airport after the
meeting,
b Yes, I think that would be nice.
6 We have a dinner reservation at the place we were at last year,
a Really? b Great, I will never forget that fantastic meal!
phrases or words showing interest
2 ^ Listen to the conversations. Make notes on why the
second conversation is more successful than the first. Listen to
the intonation (if the voices go up or down), the expressions
used and the strategies you practised above.

2 Match the best responses from exercise 1 to the strategies

CEF Can Do statements
Now you have completed the exercises in this unit, read the
below. Write the responses in the table.
following statements. Tick the boxes that apply to you.
Follow up Question tags Making a further Yes, I can I think I need
questions comment do this. more practice.
1 I can use specific terms to describe
different ways of working in business.

2 I can use vocabulary to describe

different aspects of business culture.

3 I can make sentences and questions

in the present simple and continuous.
3 Match these follow-up sentences to the responses in
4 I can keep conversations going.
exercise 1. Write the number of the sentence and the letter of
the response.
If you need more practice on points 1-4, check the Student's
1 Yes, we are very happy with the new location. The decorating is
Book:
still going on, but should be finished soon.
2 They really have the best chef in town. That's the reason we want 1 Lesson 1.1 2 Lesson 1.2 3 Lesson 1.3 4 Lesson 1.3
to take you there again_____
Make a note of the areas you want to practise more and how you
3 You are absolutely right. She is really the most creative member of
can do this.
the team. I can't imagine a meeting without her_____
 Technology and business

Vocabulary and Grammar

Technological vocabulary Using the passive form

1 Complete the text using the verb or noun form of the words
1 Below are the steps of a development process in a company.
in the box.
Brainstorm ideas
design discover develop invent innovate

Are you lool<ing for a company w lio is a leader in 1 _________________ Calculate costs

products whicii have never been on the market before? Then

come and 2 _________________ what we can offer you! The first step is Draw a sketch

when our team comes up with the first sketch or 3 _________________ 9 -

fora new product. They then look at the different possibilities and Develop the product
continue to 4 _________________ it. Finally, when it seems to be finished,

they test it and this is when the truly 5 _________________ features are Add features
added. See for yourself how exciting the whole 6 _________________

process can be! Build a prototype

Disruptive technologies
Check the product for problems
1 What are the noun forms of the following words?
9 - —
1 discover _________________ Find solutions to the problems

2 innovate _________________ » .............

3 invent ----------------- Test the product

4 design _________________

5 develop ----------------- Begin production

2 Complete the following sentences with a noun or verb from

Look at the information given to new employees below and
exercise 1. You may have to change the form of the verb or
complete the text with the correct form of the passive using the
make the noun plural.
verbs in the flow chart.
1 He was offered a large amount of money for his land when he

_________________ oil in one of his fields. In the firs t step, ideas T ------------------- Following that,
2 It can take years t o _________________ a product from when co sts 2 ___________________ Then a sketch 3 -------------------

somebody has the idea until it is ready for the market. Once we have a sketch, the product 4 ------------------ and
featu res 5 ___________________ As the p ro ce ss moves along, a
3 T h e _________________ of the telephone was a very important
prototype 6 . . and the product 7 .
breakthrough in communications.
for prob lem s and so lutio ns 8 . . for them .
4 T h e _________________ of the new building means that people . and then we can begin
Fin a lly the product 9 __________
working in it get a lot of natural light. production.
5 Smart phones used existing technology w h ic h -----------------

mobile phones.
8 TECHN OLOGY AND BUSINESS
2 Complete the dialogue with the present simple, present 4 First mark the sentences as A active or P passive and
continuous or past simple passive form of the verbs in brackets. then change the verbs from one form to the other. Use the
underlined words in the sentences as the new subject.
A: I'm really excited about the car design process at Local Motors.

Did you know they are working on a new design, and ideas 1 Apple established the standard for user-friendly computing. _

1 ________________ (collect) from the online community?

B: Yeah, I've also heard that the last car 2 _________________ (design) by 2 Canon was the company which developed small tabletop copiers.

people who logged onto the website. What a great idea!

A: Isn't it? They're also considering a name for the new vehicle and it
3 ________________ (vote on) as we speak. 3 Mainstream customers assess the value of innovative products.

B: That's great. I think that this car will be a big hit with consumers.

When content 4 _________________(compile) from the suggestions 4 Product performance is demonstrated in this graph. .

of potential customers, it can mean excellent sales figures.

A: Exactly. Last year's model 5 _________________(create) with the help 5 The unique needs of customers are not met by that technology.

ofonline feedback and look how well it is selling.

B: Well, I really hope that this new model will also be a hit with
customers. When the unique needs of the off-road racers 6 Companies should set up a separate organisation. .

6 ________________ (consider) then I think we have a very good

chance for another great product.' 7 The people with the best ideas won cash prizes. .

3 Complete the sentences with the correct active or passive

form of the verbs in the box.

power call vote on aim discover invent not discover

1 W e. . to have the product on the market in January.

2 It will come as a big surprise for people to find out the new

engine_________________by water.

3 It's a very democratic company and everyone_________________

what changes will be made.

4 The fau lt_________________ until the product had already gone to

market.
5 The new chem ical. . last year and could help us

develop new medicines,

6 Tim Berners-Lee probably didn't realise how important the

Internet would be when h e _________________ it,

7 The new m odel_________________the'Johnson'after the person who

invented it
Review! 4 Decide which of these phrases is more polite.

^ ^ 2 1 Listen to tracks 5-7, which are from the Student's 1 a Who do you want?
Book. Notice how the speakers use appropriate and polite b Who would you like to speak to?
language throughout their business phone calls. 2 a May I help you with something?
b What do you want?
Telephone co m m unicatio n 3 a He's not here.
b He is on a business trip till Friday.
1 Unscramble the telephone phrases below and then decide 4 a What was your name?
if they are used to start a telephone conversation (S) or to end b I am sorry, I didn't catch your name.
one (E). 5 a I will tell her to call you as soon as he comes back,
b She'll call you later.
1 ask is calling I May who ? ____
6 a Bye.
2 ABC speaking Company, Laura_____ b Thanks for calling.
3 calling I today's about meeting am development_____ 7 a I don't know your number.
4 nice was Thanks, you it talking to_____ b Could you give me your number?
8 a I am busy at the moment, can I phone you later?
5 it's Rome from office Hi, Georgi the_____
b I don't have time to talk now.
6 office afternoon. Smith's Good John_____
Check the answers and then practise reading the more polite
7 you talking to Nice_____
phrases aloud.
8 speak can Suki Hi, I to ? ____

9 morning, available is Good Lauren ? ____

10 you Thank calling for.____ CEF Can Do statements
Now you have completed the exercises in this unit, read the
2 3 3 Listen to the recording and answer the following
following statements. Tick the boxes that apply to you.
questions.
Yes, I can I think I need
do this. more practice.
1 Why does Maria want to meet Dmytro?
1 I can use vocabulary about new
2 What day does Dmytro want to meet on next week?
technologies in the correct context.
3 Why isn't this a good day for Maria?
4 Why can't Dmytro meet Maria tomorrow afternoon? 2 I can use different types of phrases
5 When do they decide to meet? for development and innovation.

3 t»€H Listen again and complete the following table. Then 3 I can use passive and active forms,
look at the audio script on page 83 and check your answers. and change one to the other.

1 Asking about / Suggesting a 2 Saying you are free / not free 4 I can use polite telephone phrases
time to meet to begin and end a conversation
and ask for or give information.

If you need more practice on points 1-4, check the Student's

Book:

1 Lesson 2.1 2 Lesson 2.2 3 Lesson 2.3 4 Lesson 2.3

Make a note of the areas you want to practise more and how you
can do this.
 Reading 1
Facebook

The origins and

success of
facebook.
Facebook is the world's largest social network. By
the end of 2010, there were 550 million users around
the world and the number is still growing. In 2011 Time
M agazine predicted that if the growth rate continues,
user group was the over 30 age group, and by the end
Facebook could have 1 billion users by 2012. Facebook
of 2007 there w ere 50 million active users worldwide.
has been increasing the number of languages the site can
To bring in more money, Facebook launched ads on
be used in and has added a translation program as well.
the site and expanded their platform to include the
The original idea for Facebook cam e from Phillips Exeter m obile phone m arket. Based on these figures, Microsoft
Academ y, Mark Zuckerberg's high school. Every student invested $240 million into Facebook for 1.6 percent of
received a book called The E x e te r Face B oo k so they the company in O ctober 2007. This meant a valuation of
could get to know their classm ates. In February 2004, over $15 billion, making Facebook the 5th most valuable
Zuckerberg, who was then in his second year at Harvard, US Internet company.
used the idea and created an electronic network
In 2008 Facebook becam e involved in US politics by
designed for Harvard students. Within two w eeks, other
co-sponsoring the presidential debates with A B C News
universities in the Boston area began dem anding a
and the major candidates even had their own Facebook
Facebook network. Zuckerberg im m ediately recruited his
pages. Facebook continued to launch sites in different
friends Dustin M oskowitz and Chris Hughes to help build
languages around the world increasing its global m arket.
Facebook, and within four months, Facebook added
30 more university networks. In the sum m er of 2004 In 2009 Facebook more than doubled the number of
Zuckerberg, Moskowitz and Hughes moved to Palo Alto, users going from 150 million to 350 million in 12 months.
California where Zuckerberg met Sean Parker, form er Several features w ere added to the site and Facebook
cofounder of online company, Napster. Parker began to collaborated with CN N Live allowing Facebook users
work with Zuckerberg and introduced him to their first to watch CN N clips on the site. In spring of 2009 the
investor, Peter Thiel, who invested $500,000. Russian investm ent firm Digital Sky Technologies made a
$200 million investm ent for preferred stock at $10 billion
In 2005, Facebook received $12.7 million in funding from
valuation. Later that year Facebook acquired FriendFeed,
Accel Partners and expanded to include high school
allowing users to receive updates in real-time from blogs
networks and added a popular photo sharing feature.
and other social networking sites.
In 2006 Facebook received $27.5 million in funding
In 2010 Facebook reached the 500 million user mark
from G reylock Partners and Meritech Cap ital, as well as
and the com pany continued to grow. They raised
from their first investors. Facebook opened up to work
$500 million from Goldm an Sachs and Digital Sky
networks and in Septem ber 2006, Facebook allowed
Technologies, increasing the value of the company. At
anyone with an email address to sign up.
the beginning of 2011 Goldm an Sachs began to offer
Facebook continued to grow throughout 2007. O ver shares in Facebook to their richest clients and rumours
1 million new users signed up every w eek and there w ere started that Facebook would need to go public soon.
40 billion page views a month. Facebook was no longer Not too bad for a com pany which started as an idea in a
only for college students, in fact the fastest growing dorm room at Harvard.

Sources; fhe ticebookpress room and Crunchbase

READING 1 11
1 Read the article about Facebook. Are the statements true (T) 6 Facebook became involved with politics
or false (F)? a by supporting candidates.
b by co-sponsorship with a news station,
1 Facebook users must be able to understand English_____
c by putting political advertisements on the site,
2 The original Facebook was printed and given to students. _ 7 In 2009 Facebook allowed users to
3 Facebook was a network for only Harvard students for the first a watch film videos on the site.
b watch TV programmes on the site,
year.____
c watch news videos on the site.
4 Mark Zuckerberg built the Facebook network with several
8 Goldman Sachs offered
friends_____ a clients the chance to invest in Facebook.
5 One of the first people to work with Zuckerberg was the founder b to buy Facebook.

of another internet site c to take over Facebook.

6 It took three years for Facebook to allow high schools to sign up. 3 Find words or phrases In the article with the following
meanings.

7 Peter Thiel and Accel Partners continued to support Facebook 1 getting larger. (paragraph 1)
even when they attracted new Investors in 2006_____ 2 was given _ _ . (paragraph 2)
8 People with email addresses could get a Facebook account in 3 could m eet. _ (paragraph 2)
early 2006_____ 4 asking fo r__ .(paragraph 2)
9 Facebook played a role in the 2008 presidential election. __ 5 g re w _______ -(p arag rap h 3)
10 All of Facebook's investors were from the US_____ 6 jo in _________ . (paragraph 4)
11 Facebook went public in 2010_____ 7 globally____ (paragraph 5)

2 Choose the correct answer. 8 because of _ (paragraph 5)

1 Mark Zuckerberg got the original idea for Facebook 9 took part in . __________(paragraph 6)

a from friends at Harvard. 10 start________ . (paragraph 6)

b from his high school, 11 worked w ith ___________
__________ (paragraph 7)
c from an electronic network.
12 bought_________________ (paragraph 7)
2 The Facebook network first expanded to
13 w ealthiest_________________ (paragraph 8)
a universities around the US,
b users in Boston, 14 become a public com pany_________________ (paragraph i
c universities in the Boston area.
3 The first investor, Peter Thiel,
a gave Zuckerberg half a million dollars,
b helped to start Facebook at Harvard,
c worked with Zuckerberg to build the site.
4 The fastest growing group of users in 2007
a were college students.
b were high school students,
c were people no longer at university
5 Facebook launched Facebook ads
a to get money from advertisers,
b to advertise Facebook.
c to work with other companies.
 Writing 1
Making first contact

Making first contact 2 Read the emails and decide if they are formal or informal.
Then complete the emails with phrases from exercise 1.
1 Some business emails contain more formal language and
others contain less formal language. This depends on how well Re: Production meeting on June 4

you know the person you are writing to. Write these phrases in 1 ,
the correct place in the table. In reference to our telephone conversation of last week, I have
attached the figures you asked for. 2 _________________ the latest
I look forward to your reply market research data you have on the ideas we had for our new
In reference to your email o f ... I have attached the information you
product line.
asked for 3 __________________
Vincent from the Florence team gave me your name
Best regards,
Yours sincerely Joan Howard
HiGudrun
Hope to get your order sent this week
Re: The problem with your order
Meeting on December 5
Dear Blanche,
I am writing in connection w ith ...
4 _________________so I just wanted to let you know what
Thanks for the email - the info you wanted is attached
happened. Sorry it took so long but we had some problems at
I would be grateful if you could send m e ...
this end.
Getting together on Friday
5 _________________ Give me a quick ring if it doesn't arrive by the
William Francis passed on your details to me
middle of next week.
Looking forward to hearing from you
6 ,
I just wanted to let you know th a t...
Pedro
Your order should be despatched by the end of the week
ltd be really helpful to get some info ab o u t...
Re: Trade fair in Finland
More formal Less formal Dear Mr Miara
I am going to be at the innovation trade fair in Finland in
Subject line
November. Our business partner, 7 _________________
Salutation Dear Ms Sytnon I understand you are an expert in this area and it would be helpful
Referring to for me if I could phone you next week to discuss some of the
previous contact important points. Can you let me know if this would be convenient
for you?
I look forward to your reply.
Referring to
8 ,
a common
Tasso Bales
acquaintance

Reason for
writing 3 Use the Information below to write an email.

Asking for You are a salesperson for a company which makes healthcare
information products and would like to visit a client you have worked with for

Giving several years. Try to use different words than are in the information
information below but include all the points.

■ You have a new product line you would like to show him or her
Closing remarks ■ You need about an hour for the product demonstration
■ Ask your client to let you know what day and time would be good
Complimentary ALL the. best
closing
 3 Motivation

Vocabulary and Grammar

Herzberg's M otivation-Hygiene Theory 2 'My manager has to check everything I've done before he allows

1 Read the definitions below and put the words related to me to send it to clients'____
motivation in the box into the grid. 3 'I don't get on with my boss at all. We have very different

personalities.'____
incentive psychological challenging responsibility
advancement intrinsic satisfaction recognition 4 'I really enjoy my job, it's very interesting and varied.'____

grow/th achievement 5 'I really hate working in this office, the furniture is so old and
uncomfortable.'____
1 the chance to get promotions and move up to a better job
2 needs relating to the human mind and feelings 6 'I feel really proud of the results of my work.'____
3 being an important and basic characteristic of a person or thing 7 Tm sick of not having any money left at the end of the month.'____
4 something that encourages a person to do something 8 'The worst thing about this job is that there are no real chances to
5 something which was difficult but which you have succeeded in
climb the career ladder.'____
doing
6 something that is difficult in a way which tests ability or
Vocabulary to discuss pay and working conditions
determination
7 when others show admiration or respect for what you have done 1 Choose the correct term from the box to complete these
8 a feeling of pleasure in your job when you know your work is extracts from a graduate careers website.
worth doing
salary bonus effort-reward balance appraisal system
9 a form of personal development and the chance to learn and use
new skills flexitime glass ceiling mentoring system work-life balance
commission fringe benefits severance package
10 something that is your job or duty to deal with, or to be in a
open-plan office career opportunities
position of authority over someone else to make sure a job gets
done
1 M This company has no 1 _. Men and women have
2 O
equal chances for promotion and 2 . _____________ They also
3 T
value family time, as they feel that 3 . ______________is very
4 1
important for all employees.
5 V
6 A
7 T
Are you looking for a good 4 ________ . to go along with your
8 1
qualifications and abilities? In addition, if you work hard, you will
9 O
10 N have the chance for financial rewards or non-financial rewards in
the form of 5 __________________ This company takes the
Vocabulary of motivation and demotivation
6 _________________ very seriously as a factor of employee
1 Look at the quotes below from people talking about their satisfaction. And even if they have to make you redundant, you will
jobs. Decide if each relate to a Hygiene factor or a Motivation
receive a fair 7 _________________
factor.

1 ' I'm really pleased that my manager thanked me for all the extra
time that I put in on the project.'____

This organisation believes strongly in staff development and growth.
This is one of the reasons you will work closely with a senior staff
member in their 8 _________________, and your work will be reviewed
3 Read the sentences. Sometimes there is an incorrect noun,
and sometimes there is an incorrect quantifier. If there is a
mistake, cross it out and correct it. If there is not a mistake, tick
the sentence.

by senior management through their 9 __________________ Your 1 Isadore has much challenges in his job________________
achievements are important and are financially rewarded with an 2 Karoline received a great deal of praise for her last project.
annual 10_________________ when you have achieved your goals.

3 This job involves a number of different responsibility_______________

Do you think of yourself as a born salesperson? Do you like a certain 4 Anton has little colleagues who speak more than one language,

amount of freedom in your job? Do you like to be around other in fact there are only two of them ________________

people? There are no barriers separating you from your colleagues or 5 Most incentives in our firm are non-financial ones________________

your boss in the 1 1 _________________ Because they would like you to 6 I was really happy when my boss gave me a few praise yesterday.

decide when you want to start and stop work, they offer

12__________________And because you are paid for your achievements, 7 There were some advancements in the area of gender equality

your sales figures will be reviewed at the end of the month and you last year._______________

will receive five percent 13_________________on everything you have 8 Ahmed doesn't get many annual leave________________

sold. Does this sound like the company for you? 9 There are several factors which contribute to motivation in the

workplace________________
10 Some relationship are more difficult than others________________
Quantifiers
11 My latest staff appraisal took a huge amount of time.
1 Are these nouns countable (C) or uncountable (U)?

1 departnnent__ 8 policy__ 15 opportunity__ 12 There is not many incentive to work hard when you feel you get
2 motivation__ 9 praise__ 16 job satisfaction _ no recognition for your work________________
3 pay rise__ 10 tim e __ 17 gro w th __ 13 The firm spent a lot of money on updating the computer system.
4 productivity__ 11 qualification__ 18 colleague__

5 factor — 12 team w ork__ 19 annual leave__ 14 When we offer little career opportunities, it is not very motivating
6 com plaint__ 13 bonus__ 20 m anagem ent__ for the staff._______________
7 relationship__ 14 career__
Articles
2 Can the quantifiers below be used with countable nouns,
uncountable nouns or both? Add them to the table. 1 Circle the correct option to complete the sentences about
people and their jobs.
a few some much a great deal of enough
a large number of a little a lot of several few plenty of 1 Carol feels that a / a n / t h e / - g o o d salary is an important factor for
a huge amount of little many all most her when looking for a / a n / f h e / - new job.
2 On the other hand, Michal is more interested in a / a n / t h e / - job

Countable nouns Uncountable Both countable satisfaction. He hopes to find a job where there is a / a n / t h e / -
nouns and uncountable system for advancement and personal growth.
3 Susi, however, is more interested in becoming a / a n / t h e / -
CEO of a / a n / t h e /-c o m p a n y she works for. She has
got a / a n / t h e / - MBA and has been working for a number of
years in a / a n / f / ie / - management.
4 Jorge thinks that a / a n / t h e / - advancement is important as well.
He also wants to have a / a n / t h e / - challenging position where
he can use his skills. But he also wants to work in a company
which has a / a n / t h e / - good working atmosphere as well.

MOTIVATION 15
Review! 2 0 Q Now listen and tick the items that Carlos does well and
^ Q Q Q I Listen to trades 9-11, wliicli are from the Student's cross the ones he does badly.
Book. Notice how the speakers hold a performance review
3 Note down any useful phrases from here and the audio in
meeting.
your Student's Book.
V o cab u lary for perfo rm an ce review s

1 Complete the sentences with words and phrases from

CEF Can Do statements
Now you have completed the exercises in this unit, read the
perform ance reviews.
following statements. Tick the boxes that apply to you.
constructive feedback set goals and objectives achievements Yes, I can I think I need
do this. more practice.
realistic expectations supervise take responsibility for
1 I can use and understand words
related to motivation and job
1 I think that one of Olga's biggest. . has been
satisfaction.
increasing sales in her area by 25 percent.
2 I can use vocabulary related to pay
2 It's always important to stay positive and make sure that any
and benefits.
criticism is seen a s __________________
3 I can use articles and modifiers with
3 At the end of the meeting we w ill_________________ for what I want
countable and uncountable nouns.
you to achieve over the next year.
4 I can make judgements about how
4 If you are a manager you shouldn't demand too much from your
to be successful in a performance
employees. Make sure that you have_________________of what they
review.
can do.
If you need more practice on points 1-4, check the Student's
5 Next year Jamie w ill_________________ the whole of the Marketing Book:
Department and w ill. . the staff in their day-to day-
1 Lesson 3.1 2 Lesson 3.2 3 Lesson 3.3 4 Lesson 3.3
jobs.
Make a note of the areas you want to practise more and how you

The la n g u ag e of perfo rm an ce review s can do this.

1 Look at the advice for employees in a performance review

taken from the Student’s Book.

Advice for em ployees in a perform ance review

1 Be serious. This Is your chance to tell your boss how

important you are to the team. _

2 Ifthe feedback that your manager gives you isn't

clear, then say so. You can't know if he/she has realistic

expectations of you if you don't understand. _

3 Teil the truth. Don't say that you were excellent at

something if you weren't; your manager isn't stupid.

4 Don't blame others. You should find ways to solve

problems. If you supervise som eone, then think about

how you can help them. Take responsibility for your
actions.
 4 Human Resources

Vocabulary and Grammar

Talking about HR tasks 5 If, however, the new recruit delivers. . performance

1 Complete the table below with the different functions of HR. in the task, the senior manager steps in again and may employ

_________________by explaining exactly what went wrong from the

1 offering benefits
2 stafftraining
3 team-building activities
4 advertising jobs
5 recruitment
compensation for employees
6 wages
7 setting up performance
reviews
8 mal<ing sure departments
communicate with each other
hiring staff
point of view of everyone involved in the task.
6 When we ask a senior staff member to supervise, we make sure
we choose someone with excellent business_________________
7 If I had to choose one thing, I would say it is making our young
talent feel that they are _________________ in the organisation.This

gives them a personal connection with what they are doing and

provides motivation and interest leading to t r u e ________________

for the job.

Identifying talent
performance management organisation development
1 Match the statements about the managers below with their
classifications.

Stars.
Experts.

Performers,
Vocabulary of skills, motivation and training Dead w o o d .

1 Complete the sentences with the words in the box. 1 'His contributions are not very innovative but he gets the job
done.'
competencies grooms passion inadequate proficient
2 'When I need someone who always thinks strategically and can
360-degree feedback orientation stakeholders acumen
lead a team to new levels of achievement, she's the person I
think of Her business acumen and interpersonal sensitivity are
1 We believe strongly in taking time to prepare people for a new
excellent'
job. They have a one-week long_________________in the department 3 'I wouldn't ask her opinion when it comes to new directions for
they are going to work in. the company but I rely on her to make sure her staff does what is

2 A senior staff member th e n _________________them for the specific necessary.'

job by explaining all the tasks carefully and supervising them for a
spell or set period of time.
3 This gives them a clear vision of what the job entails and the
________________ they need to do it well.
4 When the senior staff member feels that the new employee is
________________ enough to do part of the job on their own, they
hand over the responsibility for it. This is part of our concept of
growing in-house talent.
4 'I am afraid that keeping him may be a risk for the company.'
5 'He has got a very high level of understanding in his area and he
would be difficult to replace.'
6 'His performance is starting to become a problem.'
7 'Her ideas are innovative and she shows initiative. She has a high
level of expertise in her area.'
8 'At the meeting in Japan he demonstrated that he can work
with a wide variety of cultures and has a clear vision of where
the company should be headed. He should take on a significant
leadership role in our organisation.'

HUMJiN RESOURCES 17
 Talking about the future using will, (be) going to and 3 Complete the presentation using the verbs in the box and
the present continuous the correct future form. Use going to, will or present continuous.

1 Match these sentence halves together.

have start be have to meet find give w riteup finish

1 There are some problems a am going to talk to them

Good morning, everyone. I have quite a bit to tell you this morning
with the product about our Employee Value
development so it seems we Proposition, but I hope we 1 _________________ by 11 am. First of all, we have a

2 I'll just make some extra
copies because
3 We have planned our next
meeting with the board and
I planned.
4 I think we
b am having lunch with the
CEO on Wednesday, so
could you take care of my
phone messages then?
c are not going to launch
the product next month as
d will you give her the latest
recruitment figures and tell
batch of new trainees who 2 _________________ work on Monday.
Please make them feel welcome and help them with their questions.
I think several of them 3 _________________ reluctant learners as this
programme is designed to help school leavers who have never
worked before.This means that we 4 _________________ decide which
departments to put them in and which managers can supervise
them. I 5 _________________ with the department heads after this
meeting so I would appreciate any ideas you can give me.

her about our plans for the

5 Looking at my timetable for
next week, I see that I
6 She needs some help
finishing the report so
future?
e more people have come.
f will find a large number of
potential recruits by visiting
The next issue to discuss is the situation with on-the-job training. I
personally think we 6 _________________it helpful to set up a one-stop
shop for our employees to see which training programmes we offer.
Please let me know your ideas on this and I 7 _________________ a plan
for our next meeting. As it is getting late, 1 8 _________________ you all

a university careers centre. these feedback forms. I hope that we 9 _________________ time next
week to discuss them.
Now match the sentences above with the situations described.
4 First put the words in the correct order and then create
1 The person has the intention of presenting a new idea to the top
sentences using the correct future form.
management of the company_____
1 Your company has decided to hire new staff.
2 The person has a request for another member of staff.____
start / next week / the / We / recruitment process /.
3 The person has made a decision at the time of speaking_____
2 You think you have a good idea,
4 The person is making a prediction based on present evidence_____ work well / 1/ this concept / th in k .
5 The person is making a prediction based on his or her personal 3 A manager is not doing a good job.
have to / Senior management / let him g o .
opinion_____
4 A member of your staff shows real strategic thinking and business
6 The person is talking about an arrangement in the future_____
acumen.
2 Choose the correct future form in these sentences. she / get a promotion / hope / 1.
5 You have a lunch appointment with a potential business partner
1 I have the plan for the new training programme and it is going to
with Mr Sharma / 1/ at 12:00 / to a restaurant /go .
be/is being great!
6 You ask a colleague if he is attending a trade fair
2 There is a meeting about the idea of a talent alliance. Will you g o /
in Brussels / you / next month / be / to ?
Are you going to go!
7 You ask a team member her opinion of something,
3 Do you think the balance between employees'work and how
how / you / the new product line / think / sell ?
much they are paid will change/is changing in the near future?
4 I am flying/will fly to Amsterdam early tomorrow morning.
5 The financial crisis is causing many problems. Our sales figures are
not going to be/w ill not be good.
6 I don't think the meeting is going to start/w illstart before 10 am.
7 I don't have time right now but I will call/am going to call you
later.
Review! 4 Interviewers may give short answers or use incomplete
statements or questions to get more detailed information from
; Q Q 0 Listen to trades 13-15, which are from the Student's
a candidate. Look at the audio scripts for Unit 4 on pages 83
i Boole. Notice how the speakers ask and answer job Interview
and 84, and write the short answers or incomplete phrases the
questions using common collocations and indirect questions.
interviewer uses to encourage the candidate to talk.

Collocations for job interviews Talking about weaknesses

1 Complete the interview questions with the words in the box Candidate 1
to make common collocations.

prospects a job a decision skills responsibility points

a problem Candidate 2

1 How would you handle________ .w ith a difficult client?

2 What nnade you attracted t o ___ in Hunnan Resources?

3 Are you willing to take o n ______ .fo r running the Questions for the interviewer

restaurant in the hotel? Candidate 1

4 What do you think your strong. .are?

5 What interpersonal_____________ . do you have for dealing with job interview at a hotel
clients?
6 Can you tell me about a time you had to m ake_______________

that was very important in your current job?

7 If you join the company, what career_________________ do you

expect to have?
CEF Can Do statements
Now you have completed the exercises in this unit, read the
Asking questions diplom atically
following statements. Tick the boxes that apply to you.
Listen again to part of a job interview at a hotel and Yes, i can I think I need
write down the interviewer's questions which can be answered do this. more practice.
with yes or no. 1 I can use and understand words
related to talking about HR tasks.

2 I can use vocabulary to talk about

business skills, motivation and training.

3 I can use the correct form of the

2 Listen again to a different part of the job interview
tense (will, going to and
and write down the interviewer's questions which can n ot be
present continuous).
answered with just yes or no.
4 I can distinguish between personal
characteristics and job skills, and can ask
direct questions to get more information.

If you need more practice on points 1-4, check the Student's

Book:

1 Lesson 4.1/4.2 2 Lesson 4.2 3 Lesson 4.3 4 Lesson 4.3

3 What do you notice about these questions? What is the
Make a note of the areas you want to practise more and how you
difference between the questions in exercise 1 and the questions
can do this.
in exercise 2? Which kind of question would an interviewer ask to
make sure they get a complete answer from a candidate?

HUMilN RESOURCES 19
Pifr- ' -
Reading 2
Talented employees
Finding and Iceeping top talent
1 ___________
Things have changed since enterprises
were labour-intensive (mining or textile
manufacturing) or capital-intensive
(chemical and steel production). Today,
many of the world’s major corporations
in fields like software, pharmaceuticals,
music, publishing, entertainment, and
sports are knowledge- or talent-intensive.
In these organisations the principal assets
consist of the knowledge and special
skills of talented people rather than their
tangible assets. As knowledge quickly
becomes obsolete, the companies wdth
a competitive edge are those focused
on creating new knowledge by finding,
recruiting and managing talent.
One recruitment process is to attract
people whose exceptional talent has
already been recognised elsewhere.
This can be called the ‘transplanting’
type of recruitment - like putting
mature plants in the ground to create
an instant garden. While payment may
play a role in convincing a talented
employee to change jobs, the reputation
of the recruiting organisation in its field
is vital; is it at the leading edge, does it
set the pace for the industry, does the
individual feel honoured to have been
approached? Reputation building is
therefore a key element in recruitment
strategy. Top firms like Starbucks, Intel,
Cisco, Marriott, Dell and Microsoft have
been focusing on employer branding for
years as research shows that the best
source of quality applicants come from
an organisation’s existing employees.
A second recruitment process involves
recruiting young people straight from
school or university and helping them
to develop their talents in the company.
This is similar to buying plants at a
‘nursery’ and nurturing them so that they
can grow. Problems vnth this method
can include different rates of maturity,
weakness of psychometric tests in in an aircraft manufacturing company
predicting creativity and entrepreneurial to allow a small group of engineers and
ability, giving too much weight to support staff to work undisturbed. They
academic qualifications, lack of diversity, built their working space from discarded
or overlooking the fact that motivation engine boxes with a circus tent as a roof.
may be more powerful than just ability. Johnson, the lead engineer, was described
as ‘a visionary on at least two fronts:
designing aeroplanes and organising
Somewhat less risky is the process of
genius. He seemed to know intuitively
finding talent among existing employees.
what talented people needed to do their
If they have been employed for some
best work, how to motivate them and how
time, a well-designed appraisal procedure
to make sure the product was created as
can be effective in selecting promising
quickly and cheaply as possible.’ His unit
candidates for accelerated development.
was characterised by the equal treatment
Michael Howe (1940-2002), was
of people, an absence of paperwork,
Professor of Cognitive Psychology at the
informality of dress and open debate.
University of Exeter in England and one of
This has led observers to notice that
the world’s leading experts on the subject
the main characteristics of a culture
of talent. He pointed out the danger of
that nurtures talent are highly cohesive
seeing talent in any field as a gift which
teams, authority based on competence,
you either have or not. ‘Some of the most
recognition of all contributions, respected
widespread beliefs about exceptional
leadership, freedom, autonomy, flexibility,
people revolve around the view that
openness, trust, and encouragement
certain individuals are inherently
in risk-taking. In other words, the right
remarkable while the remainder of us are
approach for organisations who want to
doomed to ordinariness’ (Howe, 1990).
retain their most talented people may
Howe’s views were supported by the UK
not be to create a ‘skunk works’ vrithin
TV series F aking It in which, for example,
the company but to make the company
a dancer with no previous experience of
as much Uke a skunk works as possible.
horse riding became a successful show
jumper within a few weeks.
When it comes to retaining talent, an
adequate rewards package is a first
step. More important, however, is
whether the company can provide
a working environment favourable
to creativity, self-expression and the
exercise of initiative. Organisations
tend to be hierarchical, bureaucratic
and conformist, yet it is just these
characteristics that turn off highly
creative people.
One possibility in organisations
is to form small, informal teams
called ‘skunk works’ and allow
them to work independently so
that they can remain as creative as
possible. The first one was set up
Source: Essay by Philip Sadler in Business ~ The Ultimate Resource
1 Read the article about finding and keeping talent and decide 4 Make these words from the text into opposites by adding the
which section the following headings refer to. prefixes in-, un-, and im-.

a Talent spotting____ 1 tangible 6 .effective

b Recruiting and finding talent. 2 — competitive 7 -successful
c Keeping talent____ 3 — mature 8 -favourable
d The'nursery'approach____ 4 talented 9 -equal
e Why talent is im portant____ 5 employed

2 Read the statements about the article. Are the statements 5 Complete the sentences using words from exercise 4. Some
true (T) or false (F)? words may be the opposites of your answers for exercise 4.

1 In section 1 the author says that companies rely very heavily on 1 A company which can adapt easily to new methods or ways of
their tangible assets today. _ _ working is usually m ore_________________ than one which cannot.
2 In section 2 the author feels that employer branding is very This can often be seen by looking at the reputation or the bottom
important if an organisation wants to find highly skilled people. line of the balance sheet.

2 Companies which do not encourage new knowledge and find

3 In section 3 the author says that it is always a good idea to talented employees are in danger of becom ing_________________ as
hire people directly from school and help them develop in the their rivals may take advantage of this situation and use it to take
company. _ _ business away from them.

4 In section 4 he warns against looking for talent among the 3 Truly talented people usually do not rem ain_________________ for
existing employees_____ long if they leave their jobs.
5 In section 5 he suggests that making companies less formal, 4 Openness, trust, cohesiveness and respect for each other are very

hierarchical and bureaucratic could encourage creativity_____ _________________conditions for creative teams.

3 Find words or phrases in the article which mean the opposite 5 The knowledge and skills of the people in a company are
of the words and phrases below. _________________assets.

Section 1 6 If employees feel they are being treated in a n _________________way,

1 up-to-date_________________ they most likely will not do their best work.

7 Forcing creative teams to work in a highly hierarchical and
Section 2
bureaucratic environment may turn out to b e ________________ as it
2 young ............ 4 past-
is possible they will not manage to do their work very well.
3 unim portant-

Section 3

5 different from . 7 uniformity.

6 vocational — 8 weaker

Section 4

9 ordinary—

Section 5

10 expensively__ 11 lose.
 Writing 2
Covering letter for a job application

A strong opening and highlighting skills and 15. . with a double degree in industrial
achievements
engineering and logistics last year. While at university I
1 Match the sentence halves to make sentences for opening a
6...........................a mentoring programme for the first time
letter and highlighting skills and achievements.
to help other students. Due to its success the university
1 In my last position, 1 a for the position of regional supported it fully.
contributed manager in the Middle East.

2 The department which b record in the field of marketing B

Since my graduation from university, I have
1managed, successfully as you can see on my CV and
7 ____________ skills in all areas of corporate investment,
achieved would greatly contribute to your
marketing department. funding and budgets, and economic strategies. I am very

3 At university 1acquired c its goals for the year, making interested in 8 ____________ creative ideas in the areas
me an ideal candidate for the mentioned above in a team of like-minded individuals.
position you have advertised.

4 1am writing to apply d leadership skills in my position as 3 In exercise 2, the covering letters respond to the
editor of the weekly newspaper. requirements in the job descriptions. Match the extracts from
5 1have a proven track e to the innovation and relaunch of job descriptions 1-2 with the covering letters A-B.

6 1would be interested
in the market research
position which was
advertised
7 1am looking forward to
a major product.
f meeting you and finding out
more details about the position.
g on your website on December 10.
4 Look at this advert and write a cover letter explaining:
■ w/hy are you writing and where you have seen the advert
■ your qualifications
■ your work experience and how it relates to the job
■ why you are an ideal candidate
■ when you could come to an interview

2 Complete the extracts from job descriptions 1-2 and

covering letters A-B using the words in the box.
Business consultant
graduated track acquired contribute interpersonal
implementing qualifications led We are looking for an experienced business consultant
for our company. Much of the work we do fo cu se s on
improving clients’ b u sin ess p ro cesses and helping them
^ • looking for a u niversity graduate who has a proven
stay competitive in today’s market.
1 _________________ record in finance and acco unting

• m ust be able to 2 __________________to a team resp o nsible The ideal candidate will have qualifications in
b u sin ess and ideally have at least five y e a rs’ business
for financial po licies in an international com p any
experience. The candidate must have a good
understanding of people a s well a s how com panies
our production d e p artm e n t has an opening for a s e lf­
function. Analytical and good problem-solving abilities
s ta rte r w/ith 3 _________________in a te ch n ical field
and excellent communication skills are a must.
good 4 __________________s k ills a s well a s c ritic a l th inkin g
and problem solving a b ilitie s required
 5 Organisations and their
structures
Vocabulary and Grammar

Collocations used in organisational structures 5 He has too much work and needs to learn how to better

1 Complete these collocations about organisational structures _________________ responsibility to his team.

with the words in the box. 6 Each of our team leaders has to report to the person above him

or her, in other words all information moves up the levels of

chain organise conflict delegation responsibility
_________________to the top.
line regional
3 Use these word parts to make words about changing
.o f responsibility structures.
.divisions
cien pte com cation perse Icy du effi ment han
.o f command
pli cy dep modate die im mont ac dis
. manager

.o f interest LtYipLement

.th e company 4 Use the words from exercise 3 to complete this text.
.fo r decision-making
Cisco began making changes in their organisational structure

Reorganising a company to increase performance because they realised there was 1 _________________ of work and
processes taking place. One problem they had was the
1 Find the word that does n ot make a collocation with the word
in bold. 2 _________________ of people to other branches or parts of the
com pany This was based on the idea of using network and regional
1 functional production line superior manager
2 hierarchy matrix functional line structure teams to 3 _________________ and operate their environments and
3 communication skills future field style services. This structure was not flexible enough to 4 _________________
4 make take do ignore a decision
the type of growth that Cisco believed should take place. Once the
5 take assume forget delegate responsibility
structure changed to a lifecycle business model, Cisco found that it
6 levels of organisation management customers
responsibility was easier to identify and 5 _________________ problems more quickly.

This has led to greater 6 _________________ throughout the organisation.

2 Complete the sentences with a collocation from exercise 1.

1 I have to stay late this evening because m y_________________

manager asked me to finish the report on development processes

by tomorrow morning.
2 We use an organisational model which is a combination of

functional and line structure, in other words a _________________

structure.
3 She just got a job in an area that is growing enormously. She works

with new technologies in the communication__________________

4 I get really angry when I have set out a policy and my staff
don't keep to it. I don't understand why th e y _________________ my

decision about what needs to be done.

 M odal verb s for p o ssib ility and p ro b ab ility Thorsten: 6 . . on it. However

1 Look at the sentences below and underline the modal verb in 7. . do it till the end of next week.

each sentence
Elisabeth: I think that will be fine. 8 . -it again
1 Could you lower the price a little? in two weeks'time. How does that sound?
2 We will agree to all of the price changes. Thorsten: Fine. 9 __________________________questions for you before
3 We might be able to finish the report by next Friday that.
4 Marco could be in a meeting.
5 They will probably sell their shares in the company. 5 Complete sentences 1-5 using the phrases in the box. There
6 She may accept a lower salary. are two extra phrases.

2 Look at the sentences in exercise 1 again and answer the

help me could be delegate more tasks, have to to travel
questions below.
the global market tomorrow, will discuss to Asia, discuss it

a Which of the sentences say that something is possible?____ with my report? may want to improved

b Which sentence asks if something is possible?____

1 Could y o u _____
c Which sentence says something is probable?____
2 He might have.
d Which sentence says something is certain?____
3 Managers______
3 Decide which word best completes the following sentences. 4 Efficiency______

1 We m igh t/w illcome to the meeting, but I'm not sure yet. 5 T h e y ___________
2 M ay/Could you help with the Sternman account?
6 Four of the sentences in exercise 5 are possible or probable.
3 May/W ill I ask you a question?
Which sentence is sure?
4 We m ight/w ill definitely keep you informed.
5 He will/could probably phone after 3 o'clock.

4 Two colleagues are discussing organisational structures.

Complete the conversation using the phrases below.

Could you come up It might cause other problems

I may well have some staff could contact
I might not be able to We could discuss
I will work will probably have to make
it may lead to

Thorsten: I think that the functional structure may be the solution

to our problems.

Elisabeth: I am not sure. 1 __________________________ we haven't yet

thought about.
Thorsten: But if 2 __________________________a product managerin

Europe and in Asia that would be great.

Elisabeth: I understand what you mean. But

3 _________________________ redundancies.
Thorsten: Not if it is planned carefully. We 4 _________________________

changes in the near future, so we need to think about

what we need.

Elisabeth: OK. 5 __________________________with a plan that we can

then present to the board?

Review! I(D I 5 ^ 0 1 Now listen to the sentences spoken in an enthusiastic

r f t i i Listen to track 16, which is from the Student's Book. way again, and try to copy the intonation.

Notice how the speakers brief somebody and actively

respond to a briefing.
CEF Can Do statements
Now you have completed the exercises in this unit, read the
Briefing and being briefed
following statements. Tick the boxes that apply to you.

1 Listen to sentences 1-10 and note down if they are: Yes, I can I think I need
do this. more practice.
1 I can use and understand words
a explaining______________
related to changing company
b checl<ing and clarifying______________ structure.
c showing enthusiasnn_________
2 I can make collocations about
d vague language_________ organisations and use them correctly.
2 Listen to Sharon briefing Peter and answer the
3 I can use modal verbs of possibility
questions.
and probability, and certainty and
1 What will Sharon be doing with Peter? uncertainty.
2 Who has Peter met already?
4 I can understand and use the language
3 What has Peter been given so that he can see how his role fits into
of briefings and understand what
the organisation?
people mean when they do not use
4 What does he think would be useful to do?
full sentences in conversation.
5 Who will give Peter the Health and Safety induction?
6 What are Sharon and Peter going to do now? If you need more practice on points 1-4, check the Student's
Book:
3 Listen again and note down the phrases that Sharon
and Peter use to do the following. You can look at the audio 1 Lesson 5.1/5.2 2 Lesson 5.2 3 Lesson 5.3 4 Lesson 5.3
script on page 84 to help you. Make a note of the areas you want to practise more and how you
1 What does Sharon say to check that Peter agrees with her plan? can do this.
2 What does Peter say to show that he is enthusiastic about his new
job?
3 What does Peter say to show that he wants to have a tour of the
company?
4 What does Sharon say to ask for clarification that Peter hasn't had
a tour yet?
5 What phrase does Sharon use to be vague about Kyle's job?
6 How does Peter ask for clarification of where the factory is?

4 f i P B l When being briefed it is important that you use

the right intonation to show your enthusiasm. Listen to the
following sentences. Which speaker sounds enthusiastic in each
case, A or B?

1 I can't wait to get started_____

2 I'm keen to meet all of my new colleagues..

3 The sooner I get started the better_____

4 I'm looking forward to learning more_____
 0 M anaging organisations

Vocabulary and Grammar

Key vo ca b u la ry for co m p an y life cycles 3 Complete the crossword.

1 A word family is a group of words like organise, organiser,

organisation, organised. You can expand your vocabulary by
learning more words from the same word family. Complete the
table and use a dictionary to help you if you are not sure. Some
words have two types of noun, some are for people and some
are for objects or abstract ideas.

Verb Noun Noun (Object/ Adjective

(Person) Idea)

direction/directive directive

coordinator coordinated

creation/creativity

innovative

collaborator

delegate -

2 Use the correct forms of words from exercise 1 to complete Across

the sentences. Each sentence has two words from the same
word family.
1 When you put together a project involving different people and
international teanns th e _________________ of all the separate parts
2 official rules and processes that seem
unnecessary (noun phrase) (3,4)
5 someone who starts their own business, especially making use of
a new opportunity (noun) (12)
6 the ability to order, limit or rule something (noun) (7)

is very important, to make them work together. It means that Down

1 guidance and direction to a group of people (noun) (10)
very motivated and detailed-oriented_________________ have to be
3 give a job or task to someone and ask him or her to do it for you
involved in it. (verb) (8)
2 We have some new products which demonstrate true 4 independence (noun) (8)
_________________ thanks to our team o f__________________ product
A d verb s of d e g ree
developers, (two possibilities)
3 It would be really interesting t o . .w ith you on the 1 Complete the dialogue below using the correct form of the
words in the box.
project and I think o u r___________ .w o u ld produce great

results. careful informal very autonomous steady a bit quite

4 I have to say that our board of _ . is really outstanding close real increase

and provides the company with a clear idea of th e ________

Joe: I think we 1 . . need to discuss a possible
they plan to take.
restructuring of our organisation. As you know, some of our
5 Good managers know how t o _________________ work to
middle and lower managers are not 2 _________________ happy
other people in their department, and know that without
with the way we have things set up.
________________ they would have too much work.

26 MRNAGING ORGANISATIONS
Francine: Yes, I see your point. At the last meeting we began to 4 T h e y. .th e number of organic products since they
look at a number of tliese issues but I thinl<we need to _________________to sell them in 2010. (increase / begin)

define w liat we want 3 _________________and in detail. 5 People_________________ trust in our company after the bad

Joe: I know that the board of directors feels that top-down publicity in the 1990s and our sales figures _______________(lose /
management works well. But I don't think that many go down)

people at the bottom feel the same. For example, there 6 Our clientele___________ .a lot since w e . .o u r

are a number of departments which could function more operations in 2005. (change/start)
4_________________and make decisions without checking 2 Look at the timeline below. Choose the correct verbs from
everything first.The managers have worked the verbs in brackets and use the correct forms to complete the

5_________________with some of the same staff members sentences.

1995 1997 1998 1999 2003 2005 2008 2010
for a number of years and they say they know what their

people can do.

Oj § .
O 5
Francine: Yes, but in some cases, groups of people got together Q- c
=) <D
o c
£o it s ^ S E 3 S
’c c
and agreed on actions 6 _________________ without proper Ol
c
t: tT3 O .S a
3^ & ^ Q.
-a O a;
paperwork and forms, and senior management feel that (LI § ^

they have lost control of some aspects of the business.

Joe: But constantly increasing the control from the top is 1 Our company w a s ___________ . in 1995 so w e . . in

not going to create a good atmosphere among middle business for more than ten years, (found / be)

and lower management. Don't you think that could be 2 Because the com pany_________________ in the first two years, the

7 _________________a risky move to make now? After all, founders_________________ a n d __________________ more staff. Today

workloads have been increasing 8 _________________ and there are some staff members w h o _________________ for the

we need support from the whole organisation to meet company since that time. ( grow / recruit / hire / w o rk )

our targets. 3 The expansion of the com pany_________________ and in 1998

Francine: True. Let's see if we can find a solution for everyone. w e _________________ a number of departments. Some of these

However, I don't think we can deal with lower level departments look very different today than th e y------------------ in

managers who are 9 _________________ asking for more 1996. (co n tin u e /cre a te /d o )

autonomy to make decisions but we could at least offer 4 In 1999 th ere _________________ a major reorganisation of the

them 1 0 _______________more support and make them responsibilities of the departments and their managers. This

understand how important they are to the organisation. _________________to conflicts between the departments in 2003. (be

/ lead)
Talking about the past (present perfect and past simple) 5 In 2005 the board of directors. .to completely

1 Complete the sentences using the correct form of the verbs restructure the organisation. As a result of that decision we
in brackets. Use one past simple form and one present perfect _________________our operations and the top management
form.
_________________much more control over the everyday running of

1 Last year w e . . a number of people and most of the business. ( decide / centralise / gain)

them ________ _ excellent employees, (appoint / be) 6 Since 2010 most of the com pany________ . in teams which

2 She__________ .to Europe six years ago a n d ___________ - quite successful so far. We hope that the changes

here for the past two years, (come / live) w e. in 2005 will help us to be more successful in

3 Each of these traders_________________ a stall at the new market the future, (work / be / m ake)

w hich_________________ last month, (take / open)

 Review! 2 S I Listen to some linking words and vocabulary from the
0 3 5 0 Listen to trades 21-22, which are from the Student's agenda and practise saying them. Underline the stressed part
Bool(. Notice the phrases the speakers use when they are of the word or phrase. Then, underline these linking words and
talking before the meeting, and the linking words and vocabulary in the agenda in exercise 1.
j vocabulary for the agenda. 1 agree on 5 get assistance 8 reviewed
2 confirm 6 let you know 9 take you through
Before a m eeting
3 discuss 7 refresh your
4 firstly memories
1 Listen and look at the audio script on page 84. Replace
the underlined words and phrases in the dialogue with words 3 Put the agenda items for the meeting in exercise 1 into the
and phrases from the box. There is one extra phrase. correct order.

explain it to our employees obtain help Confirmation and review of bonus system
has everyone decided on remind me talked about tell me New warehousing computer software
that's why think about it again finalised the agreement New contracts with customers Apologies
Objectives for nexi quaner AOB Minutes of the last meeting
Lin kin g w ords and v o ca b u la ry for th e ag en d a
Agenda
1 Put this meeting into the correct order by writing the number
1
of the paragraph next to it.
2
— There are several topics we need to discuss, firstly the new 3
warehousing program. As you all know, we have new software to 4
help us as it took too long to move materials. As this has now been 5
solved, I will move on to our excellent progress with new business 6
partners and let you know how happy management is. 7

— So, we're coming to the end. Does anyone have anything else
that needs to be discussed? If not, thanks for your time and see you
CEF Can Do statements
in a month.The minutes will be sent to you in the next couple of
Now you have completed the exercises in this unit, read the
days for you to review.
following statements. Tick the boxes that apply to you.
— Good morning everyone. Unfortunately Steve and Michelle Yes, 1can I think I need
are unable to join us this morning as they left for our Asian branch do this. more practice
1 I can use and understand key
last night. You've all got copies of the minutes from last time, any
vocabulary for company life cycles.
questions about them?
2 I can use adverbs of degree correctly.
— Finally, we need to agree on objectives for the next quarter. We
are up against a lot of competition and need to take a closer look
at our methodology for dealing with this. For this reason, I need 3 I can use the past simple and the
to get assistance from you and would ask you to talk to your staff present perfect and know when to
and brainstorm some ideas with them. As they deal with this every use which one.
day they have some ideas we haven't thought of. Is that clear for
4 I can use linking words and action
everyone?
words in a meeting and decide on
— Thirdly, I can confirm that bonuses will stay as they are. As agenda points.
business is coming in, we feel we should reward outstanding work
If you need more practice on points 1-4, check the Student's
so you should all be happy with next month's payment. But to
Book:
refresh your memories, I would like to remind you that this will be
reviewed again next month. I will keep you informed and can take 1 Lesson 6.1 2 Lesson 6.2 3 Lesson 6.3 4 Lesson 6.3
you through the new concept when it is finalised.
Make a note of the areas you want to practise more and how you
can do this.
 Reading 3
Successful retail strategy

ALDI
1 Over the last hundred years or so, ALDI has become
a household nam e with over 8,000 stores worldwide.
The foundation of the com pany began in 1913 when the
Albrecht family opened a sm all food store in Germany,
and the nam e is short for Albrecht Discount. It didn't
take long for the little 'service store' to become popular.
In 1946 the sons of the family, Karl and Theo Albrecht
took over the store and began to expand to other areas
of Germany, using their discount philosophy to keep
their market share. In 1954 they opened their 50th store
in Germany and by 1961 their business had grown to a
network of over 300 stores. The com pany then split into
two independent com panies; ALDI Siid, run by Karl to
service the South, and ALDI N ord run by Theo for the
North. Since that time the two com panies have been
extremely high quality standards and guarantee that
run and operated separately, although they occasionally
their products are fresh.
negotiate with suppliers together and carry som e of the
sam e own brands. With its consistent store layout, open carton displays
and non-bulk packaging, the ALDI m odel appeals to
2 In 1967 Theo Albrecht began expanding by taking over
shoppers who are interested in efficiency, quality and
a chain of stores in Austria. Nine years later ALDI Sud
value. Through their purchasing pow er they are able to
took a larger step and bought a chain of 50 shops in the
get the lowest prices from suppliers, and the business
USA and implemented their select-assortment concept,
m odel of ALDI allows them to p ass on savings of up
carrying only 500 select-brand products. Com pared with
to 50 percent below traditional superm arkets by selling
other superm arkets, their stores seem ed tiny. But ALDI
m ostly own brands, spending very little on advertising
found a niche with Americans looking for real value,
and promotion, and not offering non-essential services.
and the chain grew rapidly. In 2000 ALDI Siid continued
its expansion throughout Europe and also opened shops
in Australia. Their philosophy of 'less-is-more' paid off Source: The ALDI website
in the U SA and by 2011 they had more than 1,000 stores
in 29 states serving 15 million custom ers a month. Their
business concept covers all aspects of operations, from 1 Match the events in the article to the correct period of time.
selecting suppliers to finding locations for stores - all of
which is geared tow ards selling quality products at the 1 1913 a The Albrecht brothers created two separate
lowest possible price. companies.
3 What has been the secret of their success? 'Self-service' 2 1954 b They were serving 15 million customers a month in
was still a relatively new retail structure in the 1960s and
the USA.
ALDI became the first com pany in Germ any to adopt
this concept. The stores operate a 'no frills' philosophy 3 1960s c The 5 0 * shop in Germany was opened.
and shoppers bring their own carrier bags to keep
prices down, a concept that w as new for shoppers in 4 1961 d ALDI Sud bought a chain of shops in another
some countries. In addition, streamlined processes, European country.
a select-brand strategy, a relatively sm all but reliable
product assortment and their special double-guarantee 5 1967 e After Europe and North America, ALDI Siid
offer of a replacement product plus a refund gave ALDI expanded to its third continent.
a competitive edge. ALDI has also kept up with the
6 1976 f The Albrecht family opened a small shop.
times and in 1996 began selling electronic items. Today
shoppers can buy standard canned and packaged goods 7 2000 g Karl Albrecht bought 50 shops abroad and put the
as well as digital cam eras, printers, clothing, fresh fruit select-assortment concept into practice.
and vegetables and dairy products, m aking ALDI a
one-stop shopping experience. In addition they have 8 2011 h The first shops to introduce a new style of
shopping in Germany were becoming popular.
2 Read the statements about the article. Are the statements 4 Match these words from the text with their definitions.
true (T) or false (F)? Correct the ones with false information.
1 aspects a being able to buy many different items

1 The first part ofthe name o fth e company came from the 2 market share b unnecessary
3 household name c a group of different types of something
Albrecht family who started the business in 1913_____
4 to select d to give from one person to another
2 The Albrecht sons used discounts to get people into their shops. e the percentage of people a company
5 assortment
6 one-stop shopping sells to in one area
3 The two companies, ALDI Nord and ALDI Sud, are operated and 7 to pass on f to choose
8 non-essential g parts, sections, areas
run together_____
h a well-known company
4 When ALDI expanded to the US, they offered 500 own-brand
5 Complete the sentences using words and phrases from
products_____
exercises 3 and 4. You may need to change the forms of the
5 ALDI found a niche market in the USA with people looking for
words and phrases.
value for money_____
1 Customers at ALDI c a n . . either fresh or packaged
6 ALDI are one ofthe pioneers who offered the concept of self-
items to buy
service in Germany_____
2 A LD I. . two different companies and covered
7 The double-guarantee gives the buyer a refund and a
different areas of Germany.
replacement product_____
3 Customers like the idea that A LD I. .discounts to
8 ALDI later introduced fresh foods, dairy products and electronic
them when ALDI gets low prices for goods from suppliers.
items_____
4 ALDI has developed into a successful business from its small start
9 Today ALDI can offer very good discounts because they sell
in Germany, and through expansion into other countries has
mostly brand-name items_____
worked hard to increase th eir__________________
10 ALDI spends a lot on advertising. _ _
5 As ALDI believes strongly in a __________________goods are left in
3 Find words and phrases in the text with these meanings.
the cartons they were shipped in and customers have to bring
1 when an organisation is established (paragraph 1 ) _ _ _ ______ their own carrier bags or buy carrier bags from ALDI.
2 divided into (paragraph 1 )_________________ 6 Once a company becomes a _________________ it can usually
3 group of shops with the same name and owner (paragraph 2) increase its sales and does not need to do as much advertising.

7 Many successful_________________make use ofthe concept of

4 places to open a shop (paragraph 2 )_________________ offering the same or similar goods to customers no matter where
5 designed for / aimed at (paragraph 2 )_________________ they are located,
6 the approach of selling only basic products or services and 8 Having a reliable________________ of goods can help shops to
not offering additional or unnecessary details (paragraph 3) attract and keep customers.

9 Many supermarkets offer___________ . services which have

7 dependable (paragraph 3 )_________________ nothing to do with selling food and drink.
8 products in boxes or other containers (paragraph 3) 10 The ALDI concept is _________________ people who look for good

value for money.

9 positioning of products in stores (paragraph 4 ).
10 attracts or interests (paragraph 4 ) _______________
 Writing 3
Everyday business emails

Form al and inform al style in letters and e m a ils

1 Match the less formal words or phrases with the formal ones. when you have time
Just wanted to let you know I won't make it to the meeting
Formal words Less formal words
Looking forward to chatting with you
1 enquire a numbers

2 purchase b every year Hi G eo rg e,

T h is is to inform you th at I will not be able to attend
3 require c letters and emails
the m eeting next w eek. But I'm available on Skyp e
4 annually d buy - ju s t give m e a buzz at your co n ven ien ce. I look
forward to your reply.
5 a great deal of e ask about
Kaitlin
6 correspondence f lots of

7 adapt g question
Yours faithfully a price list enquire
8 figures h need

9 query i change
Dear Sir or Madam
I would like to ask you about your new product range. Could
2 Decide which of these phrases, a or b, is more formal. What
you please send me a brochure and tell me what the products
differences do you notice in formal or informal language?
cost? My postal address Is below.
1 a Please find attached ... b I have attached ... Thanks
2 a I would appreciate it if you could ,,. Mohamed Karzai
b It would be great if you could .,.
3 a 1am sorry to tell you th a t... b We regret to inform you th a t.
4 a I am looking forward to your reply, I've got to go to we've got lots to talk about
b Looking forward to your answer. Sorry to let you know
5 a Please answer ASAP, b Please respond as soon as possible.
6 a Please confirm that you have received this letter,
Bettina,
b Please let me know you've got this.
I regret to tell you that I will have to cancel our meeting. Another
7 a 1am writing in connection with ... meeting has come up suddenly and I will have to be present at it.
b I just wanted to ask you a b o u t... I hope we can reschedule as I know we have got many issues to
8 a Thanks for the help! b Thank you for all your assistance. discuss.
Barbara
3 Look at the letters and emails 1-4. Replace the formal or
informal language with the appropriate phrases in the boxes
above each email or letter. 4 You are a sales manager at an international company. You
will be away at a sales conference next week from Monday to
1 Thursday. Write a short email to your assistant using the notes
Yours sincerely. Please inform me if this is convenient for you. below. Decide if the style is formal or informal.
I plan to be in your area
key ac£.cwfs have mobile awter - if necessary -they can
phone
Dear Mr Smith,
I am writing to you because I’m around next month and ail other clients - take messages or transfer them to other
would like to make an appointment with you. Just tell me if staff in the sales departwent
this is OK. send you e^ ii updates once a day in the late afternoon
See you soon,
Carol Jones leave rviessage on voicemail if anything u-gent happens

W RITIN GS 31
 Supply-chain management
(SCM)
Vocabulary and Grammar

People involved In the supply chain 3 Put these words onto the correct card to complete the lists.

1 Match the words in the box to their definitions. There are

carrier customer social outlets storage safety health
two extra words.
child transport

supplier e-tailer retailer producer consumer

wholesaler distributor manufacturer
secondary sector
1 someone who buys something and uses it themselves, for • m anufacturing
example a customer in a superm arket_________________ • w o rker 1 _________________
2 a company which makes som ething_________________ . 2 welfare
3 someone who sells something to a manufacturer to use in the • 3. _ and safety requirem ents
manufacturing process_________________ • 4. _ labour
4 a middleman who buys from manufacturers and sells to retailers

5 a shop which sells directly to consumers or end users

tertiary sector
• distribution
6 a company which sells something to consumers on the Internet
• retail 5 _________________

• 6 ________________ se rvices
2 Read the sentences below and choose the best word to
• 7 ________________ of goods
complete them.
• 8 ________________ bags
1 We were not happy with the way the products were produced, so
• 9 ________________ space
we are now looking for a n e w ...
a manufacturer. b wholesaler. c retailer.
2 Our company wants to develop its internet business in terms of
selling online, so we are looking fo r... Verbs to describe the supply chain
a a retailer. b an e-tailer. c a supplier.
3 E-tailers generally sell goods t o ... 1 Complete the sentences using the verbs in the box.

a consumers. b wholesalers. c retailers.

assemble collect deliver reduce supply
4 Shops buy large amounts of goods fro m ...
a retailers. b end-users. c wholesalers.
1 You c a n _________________ the number of plastic bags you use and
5 The manufacturer needed more packaging materials so it
benefit the environment by taking a bag when you go shopping.
contacted th e ...
a consumer b supplier c retailer. 2 When you buy computer hardware we c a n _________________
6 Strong packaging is needed so that the product is not broken electronic user guides by email.
when the box is finally opened by th e ... 3 Some supermarkets provide home delivery, so that customers
a end user. b manufacturer c supplier
don't need t o _________________ their food from the shop.
4 Customers have to ________________ the garden furniture purchased
on the Internet.

5 Many e-tailers c a n _________________within 48 hours.

 Using conditionals 7 Customers don't understand why we chose this mode o f organising
the flow o f goods from us to them.
1 Complete the sentences using the correct form of the words
clear to customers / made the benefits of / more satisfied / If/
in brackets. Then write 0 (zero conditional), 1 (first conditional)
our distribution system / they would be / we
or 2 (second conditional).
8 A supplier is not following your code o f conduct and is using workers
1 When you set up a distribution channel, it _________________ (take) who are too young.

time to begin to work well_____ stop using / will / child la b o u r/w e /th e y /w ith them / cancel our
contracts/U nless
2 If we have time at the meeting this afternoon, w e _________________
3 Choose the correct word to complete these sentences.
(discuss) the configuration of the supply chain_____

3 If the supply chain _________________ (work) as it is meant to,
information flows in both directions_____
4 If we handled the incoming orders more efficiently, the customers
_________________ (be) more satisfied with our service_____
5 Ifwe determine the final mode of delivery this afternoon, we
1 People in our company recycle rubbish unless/provided that we
supply clearly marked rubbish bins.
2 In case/w hen you need to reach me, I'll keep my mobile switched
on.
3 We will continue to order goods from this manufacturer unless/if
their quality drops.

------------------(set up) the schedule and inform you all about
it..
6 Ifw e . . (incur) extra costs, we would pay for
th em ..
7 If the resources were allocated at the beginning, we
_________________ (not have) a problem now_____
8 Ifw e . . (maximise) the supply-chain surplus, our
finance department will be very satisfied with our w ork..
2 Put the words in the correct order to make conditional
sentences which match the situations.
4 Supply chain management will continue to be extremely
important in case/ ifxhe customers continue to demand higher
quality products.
5 I will meet you in the office at 8 am unless/provided that my flight
is delayed.
6 They are sure that when / if only they open a new factory, their
quality will improve.
7 E-tailers can be well run businesses, provided that/in case they
have an efficient system for processing orders.
8 Ifonly/W hen you handle resources well, it means that you have
designed your supply chain efficiently.

1 You are receiving raw materials too late for your production to work
efficiently and you think you may need a new partner to work witti.
we / do not / a new supplier / If / deliver / will / on time / look for
/they
2 IKEA helps employees get to work and offers them alternatives to
using their cars.
need / employees / give / If / a bicycle / them / we / one
3 There may be a problem in another country due to protests and you
don't know if you will receive the materials you need.
We / more resources to production / in case / will / with the
transport / allocate / there is a problem
4 You have some furniture which came in a large package but are
having problems putting it together.
it / 1/ would / followed the instructions / If / be easier / to
assemble / more carefully
5 We are thinking about a new wholesaler but are not sure if they work
as carefully as we expect.
they / working with them / will / look into / Provided that / meet
our standards/we
6 When a system o f distribution is properly set up and managed it is
very cost-efficient
a lot of money /a supply chain / it / If / saves the company /
functions well
 Review! m
Listen to tracks 25-26, which are from the Student's
i Book. Notice how the speakers use language to negotiate
i effectively.
The language of negotiations
1 ^ Complete the conservation using the words and
phrases in the box. Then listen and check.
we will You mean The question is yes, it means if
You would that means
Alberto: So, Haruka, I l<now we have to increase customer orders.
1 _________________ , how do we do that without more worl<
for my team?
Haruka: Well, Alberto, the general point is, if we get one order
from a customer, this customer will hopefully order again.
So, 2 _________________ we get a new customer,
3________________ we have to do everything possible to
make sure that they order again.
Alberto: 4_________________ at the moment we're getting one order
from a customer and they're never ordering again?
Haruka: Yes. We have to call those customers back and ask them if
they want to give us another order.
Alberto: But that would be a lot more work for us.
Haruka: In terms of what it means, 5 _________________ extra work up
front.
Alberto; Yes.
Haruka: But 6 _________________ benefit from more repeat orders.
7 _________________benefit because the customers calling
back would be in the system already. You wouldn't need
to register them, just get the product numbers and the
payment details.
Listen to the conversation and answer these questions.
1 Who does most of the talking and why?
2 What does Nick do at the beginning?
3 What exactly does Stefan say to try and convince Nick that he
can't change the system?
4 What reason does Stefan give for the workload increase if they
change the system?
5 How does Stefan try again to convince Nick that it is not a good
idea to change the system?
6 Why does Nick repeat the situation again? Does he use a question
here and how do you know?
3 Listen to the conversation and look at these sentences.
Underline the words which are used to make them more
persuasive.
1 The question is, can you go into that first o n e ,..?
2 But we will benefit from a better unit price.
3 You would benefit from not having three different order numbers.
4 We're not talking about making additional orders, we're saying
increase one and delete two.
CEF Can Do statements
Now you have completed the exercises in this unit, read the
following statements. Tick the boxes that apply to you.
Yes, I can I think I need
do this. more practice
1 lean use the correct words to
describe supply-chain management.
2 I understand the basic vocabulary for
the different sectors of supply-chain
management.
3 I can use first and second conditional
with different conjunctions.
4 I can exchange information and
persuade a business using appropriate
language.
If you need more practice on points 1-4, check the Student's
Book:
1 Lesson 7.1 2 Lesson 7.2 3 Lesson 7.3 4 Lesson 7.3
Make a note of the areas you want to practise more and how you
can do this.
 8 Quality management

Vocabulary and Grammar

Key vocabulary for quality m anagement 2 Write the numbers and letters of the sentence halves next to
the type of linking word that is used.
1 Underline the words in each line that these verbs can be
used with. There may be one or two words which go with the Expressing results_________________
verb.
Giving reasons_________________
1 Involve activity employees supervision Adding information.
2 come up with ideas results delivery
3 result In systems higher quality savings 3 Complete the sentences. Underline the correct linking words.

4 Implement suggestions leaders contact 1 Consequently/In addition to producing electronics, we also

5 provide training employer materials develop many new products.

2 Complete the sentences about kaizen with word partnerships 2 Kaizen is a system of quality control and furthermore/because it

from exercise 1. Use the correct form of the verb.
1 Small improvements in production c a n .
the products are carefully produced and checked.
2 The kaizen system _________________ from the management to the
people who clean.
3 When employees need to learn something new, the company
________________ for them.
encourages employees to make suggestions for improvement.
3 The quality of these products was low nnoreover/ and so
. because management asked us to find out what the problem was.
4 We are asking employees to come up with ideas because/
therefore we need to improve our system of production.
5 The new quality control project was nofon/y/and so helpful for
production. In addition to /b u t also for the people who sell our
products.

4 All the people who work in the company are encouraged to

-----------------which will improve the way the company works.

5 Some companies using kaizen_________________ from employees

about 90 percent of the time.

Using linking words

1 Match these sentence halves together.

1 1couldn't find the problem with the software a in addition to holding meetings within the departments to
brainstorm new ideas.

2 We had some problems with staff morale b so we will have to charge more for finished goods.

3 We have been collecting suggestions from staff members at all c because too many customers have been complaining about our
levels goods.

4 The information he sent me was quite complicated and d but also in quality management.

5 We think that a system like kaizen for quality control is necessary e and consequently we have had fewer accidents.

6 Prices on raw materials have increased f resulting in high staff turnover last quarter.

7 Our firm is not only a leader in the field of innovative products. g moreover was not relevant to our organisation.

8 Safety measures have been improved greatly on the production h as the program seemed to work fine when 1used it.
line,
 Using the present perfect and present perfect 3 Use the correct form of the verb in brackets to make present
continuous perfect or present perfect continuous sentences.

1 Choose the correct form of the present perfect in the 1 I _________________ (finish) three different reports since I came in this
sentences below. morning.
2 The ICT department installed new programs on our computers
1 We have been implementing/ have implemented ideas from staff
last week and w e _________________ (have) problems accessing our
members for a number of years and have noticed/ have been
emails since then.
noticing how helpful this is.
3 I feel really fit as I _________________ (walk) to work for the past six
2 They have been selling/have sold more than half their finished
months and plan to continue.
products so far this year and have been working on /have worked
4 W e _________________ (change) suppliers so we need to update our
on a new system of distribution which will be finished soon.
accounts with the new details.
3 Asking employees to make suggestions has been leading/has led
5 I can't get any work done because the phone-----------------
to better employee morale and has been showing/has shown us
(ring) all morning and it hasn't stopped yet!
how important this is.
6 In the last six months, w e _________________ (speak) to five new
4 We have been doing/have done studies on ergonomics on the
suppliers to ask about their prices.
production line and so far the results have been being/have been
7 Our w orkers_________________ (be) much happier since we
very interesting.
implemented Kaizen in the factory.
5 Making our workers more involved in the production process has
8 Our managing te am _________________ (look for) new premises since
been resulting in /h a s resulted in an improvement of quality and
the beginning of the year.
has m ade/has been making our distributors happy.
6 We have been deciding/have decided to look for a new supplier.

2 Complete the sentences with the present perfect or the

present perfect continuous form of the verbs in the box.

implement have work result in receive ask

1 I ________________ my boss for about two months to send me on a

training course but I haven't got an answer from him yet.

2 H e _________________five complaints this morning about the quality

of the new product.

3 W e ________________ a new system for supervising employees and it

seems to work very well.

4 W e _________________really hard to finish this project by 5 pm but I

don't think it will be possible.

5 These suggestions_________________ new ways to produce some of

our products.
6 I ________________ problems with my computer since I came in this
morning. I hope I can find someone to help me so I can finish my

work.
Review! K>J
t33»33 Listen to tracl<5 28-29, whicli are from tlie Student's
Using explicit language

1 Complete these sentences, which are used to manage

Boole. Notice how the speai<ers use appropriate language for participation and turn-taking, with the words in the box.
formal and informal meetings
really tell discuss come were interrupt hear start
Introducing, summ arising and sequencing
1 Can I .in here?
1 ^ ^ 3 Complete these sentences with the words in the box.
Listen and check. Then decide which parts of the meeting (A-E) 2 John, could y o u . . us about the sales figures?
they belong to. 3 OK, let's_________ .w ith ...

4 But I thought w e . .already doing that?

glad doing news excellent through quickly
5 Sorry t o __________ . , b u t...
Jeff: I'm 1 .to tell you that everything is going 6 That's_____________ .great news!
really well. The ideas you came up with for 7 I would like t o ___ __________ the new processes next.
improvement at the last meeting were great. 8 Joanne, can w e . ____________from you?
Leslie: Thanl<s, Jeff. 2 Match phrases 1-8 from exercise 1 with the explicit language
Jeff: Let's start with the implementation of quality control in functions below. Write the numbers of the sentences on the lines.
production. I'd lil<e to go 2 _________________ that first
a You want to introduce an agenda item_____
before I hear from the other departments.
b You want to introduce and sequence a contribution..
Bill: That's fine. I can tell you what we have been doing there.
c You want to summarise a contribution__________
We started off with ...
d You want to interrupt another speaker__________
Jeff: Good, thanks, Bill. I think you all have been doing a e You want to invite someone to speak__________
really good job there. It's great 3 _________________ that

the new ideas have worked so well. CEF Can Do statements

Leslie: Do you want to hear what we have been doing in our Now you have completed the exercises in this unit, read the
department? following statements. Tick the boxes that apply to you.
Yes, I can I think I need
Jeff: Yes, but because we have to finish by 2 pm we'll have
do this. more practice.
to get through the other reports 4 _______ __________ 1 I can use and understand words

Leslie: OK, I would just like to mention ... related to the concept of quality
management.
Jeff: Thanks, Leslie.That's 5 . . I'm sure this will
2 I can use the correct linking words
improve our quality and I think these ideas are also in Matt's in writing and speaking to express
area. Can you tell us what your group has myself clearly.
been 6 _________________? 3 I can use the present perfect simple
and the present perfect continuous.
A Introducing an agenda point

B Giving positive information 4 I can manage meetings and use phrases

to Interrupt and get a turn to speak.
C Setting a time frame
D Summarising and moving to the next speaker If you need more practice on points 1-4, check the Student's
Book:
E Giving feedback to a participant
1 Lesson 8.1 2 Lesson 8.2 3 Lesson 8.3 4 Lesson 8.3

Make a note of the areas you want to practise more and how you
can do this.
 Reading 4
Details of the supply
chain

The Supply Chain

Supplies have always been a m ajor concern o f manufacturers.
Under the traditional warehouse mentality, security o f supply
was the priority. The supply chain as a business idea needing
specialist management, developed in the 1990s at about the
same time that the word transport’ was replaced by ‘logistics’.
Robotised warehouses enabled suppliers to connect their
information systems into those o f their customers, creating a
truly integrated supply chain for the first time.

If warehousing was being reorganised, so were the supplies

and suppliers. The speed o f technological change meant that
there was no longer security in having supplies in house. As
computers began to halve in price and double in power every
two years, com ponents on the shelves were no longer a safety
net but a liabihty.

A jolt from Japan also im pacted on the supply chain.

Western business people visiting Japan discovered not only
Total Quality and Continuous Improvement, but also the
interlocking relationships between Japanese com panies and
suppliers. These partnerships were quite natural, and as car
manufacturers began to see supplies being kept for eventual
use as a waste o f resources, the idea o f just-in-time was born.
Intel became a global brand as the ‘supplier’ became the
In the 1980s, cost pressures forced manufacturers to re-examine guarantor for lesser-known com puter assemblers and retailers.
their supply chain. They eliminated hundreds o f suppliers,
A t one point in the late 1990s much o f Business to Business
prom ising those remaining a more secure relationship. They
buying was done over the Internet. But after the dot.com
devised a theoretically attractive new relationship - long-term
bubble burst this becam e too expensive and com panies began
contracts, close supervision o f the supplier’s production line,
to use trusted suppliers again. Since then, the supply chain
systems integration, and cooperation to improve the product
has been em erging as a point o f differentiation for companies
and process. In theory this was an advance in industrial
which had been relying on their own brands. Consum ers will
cooperation: many managers say they gained enormous
require increasingly more inform ation about the products
advantage by learning intimately what their key customers
and where they com e from. In other words, the supply
wanted.
chain is moving from hidden producer to guarantor o f good
The relationships became close, perhaps dangerously so. Key practice, a radical break with tradition. Advertisers’ claims
clients would often know the profitability o f what they were will be challenged by the consum er activists. A transparent
buying. When the large companies hit trouble, they made and publicised supply chain will be expected.
m andatory price cuts on a years’ worth o f com ponents already
The supply chain is changing. It is em erging from anonymity
supplied.
to becom ing a significant part o f what is perceived to lie
In the early 2000s the supply chain began to reverse. Every behind the branded good or service. Educated users will
year Dell buys millions o f dollars worth o f com ponents, which require transparency, inform ation and integrity from the
are the heart o f its machines, from Intel. Dell has become a goods and services they buy. A nd when customers get even
supplier o f customers to Intel. W ith ‘Intel Inside®’ advertising. pickier, the supply chain will have to evolve again.

Source: Essay by Peter Day in Business - The Ultimate Resource

1 Which of these summaries best describes the information in
the text?
A It can be dangerous for suppliers when they form very close
relationships with their customers as they will also suffer when their
customers'businesses have problems.
B Today, suppliers have to be very flexible and make sure their
logistical capabilities can match those of the businesses they supply
with goods and components.
C Supply chain management has gone through major changes over
the last 30 years or so and will most likely continue to adapt to new
business environments.
2 Choose the correct word in the sentence to express the
opinion of the writer.
1 Warehouses using robots let suppliers coordinate their systems with
/separate themselves from their customers.
2 As computers became more powerful and less expensive it
became an advantage/a disadvantage to keep a lot of goods in
the warehouse.
3 The idea of just-in-time supplies came from manufacturers working
together with companies they bought goods from / sold goods to.
4 In the 1980s manufacturers had to look at the supply chain again
because o f rising/falling prices.
5 When companies got into trouble they paid less for goods they
had not yet/already received.
6 Because Dell advertised that the components in their computers
were made by Intel, Intel became known as the supplier who
ensured/supplier who advertised good quality for lesser-known
computers.
7 Customers today want more information about products and
where they are produced/ when they are produced.
8 Suppliers are becoming less open/ more open about the supply
chain.
9 When customers become more selective/less selective when looking
for goods to buy, the supply chain will have to change again.
3 Match some of the words and phrases in italics in exercise 2
to these words from the text.
1 guarantor_____ 4 pickier _ _
2 cost pressures. 5 transparent.
3 origins________ 6 suppliers___
4 Find words or phrases in the text which match these
definitions.
1 the most important factor (paragraph 1)_________________
2 parts used for manufacturing (paragraph 2 )_______________
3 had an effect or influence on (paragraph 3 )____________
4 got rid of / stopped using (paragraph 4 )_________________
5 had problems (paragraph 5) _ _ _ _ _ _ _
6 main or essential part (paragraph 6 )_________________
7 total change from (paragraph 7)_____________
8 being unknown (paragraph 8 )_________________
9 change, grow or develop gradually (paragraph f
5 Use words from the box to complete these sentences. You
may have to change the form of some words. There is one extra
word.
evolve components eliminate advantage close supervision
require eventual use key clients safety net good practice
1 When manufacturers and suppliers became very close, the
.................... knew how much profit was made on parts they
bought.
2 Com panies. suppliers they know and trust.
3 W hen ______ - needed for manufacturing sit in the
warehouse for a long time, it is not efficient for a company.
4 As customers change, the supply chain and those working in it
will also be forced t o __________________
5 Manufacturers have an enorm ous_________________ due to Just-
in-time supply because goods are delivered only when they are
needed and don't need to be stored in the warehouse.
6 Having everything needed for production provided
manufacturers with a _________________ in case a supplier did not
meet a deadline.
7 Manufacturers need to carry o u t_________________ of their suppliers'
production facilities to ensure that they get the quality they need.
8 A supplier who can be a guarantor o f_________________ will be a
reliable source for a producer.
9 It costs manufacturers money when they keep parts in their
warehouse fo r_________________ and are not sure when they will
need them.
 Writing 4
Writing group emails
The dos and don'ts of writing group em ails
1 Read the email below and circle the sentences and phrases
which work best.
m e e ___________________________________________________________________c
Subject: 1 Ideas for a meeting / New product launch meeting
Dear all,
As the product launch of our new line Is scheduled for next quarter,
we 2 need to finalise / need to tf)ink about some details. The
3 extra information attached to this email / attachment includes
a number of details you 4 need to lool< at carefully / should try to
read before the meeting. The areas we will discuss include:
• 5 where we are going to put / placement ofthe product In the
shops
• updating our mailing list
• 6 preparing press releases / writing to the newspapers
• putting together the press packs
• Inviting 7 members of the press / some people to a launch party
• updating 8 product Information / interesting details about the
product for the website
I have 9 set up a meeting / think a meeting would be a good idea.
The conference room Is 10 free / reserved for next Tuesday from
9:00-12:00. Please bring all necessary Information to the meeting.
If you cannot attend, 11 please contact me Immediately / let me
know when you get a chance.
See you all next weel<.
Best wishes,
John
2 There are several factors to keep in mind when writing group
emails. Match the phrases and sentences from exercise 1 with
these tips. The phrases and sentences might match more than
one tip.
1 Include a clear subject line.
2 Be polite but fir n n ._ _
3 Give key infornnatlon at the beginning_____
4 Put detailed information in a separate attachnnent._
5 Use formal language in short and simple sentences..
Which other tip has been used in the letter?
Structuring information
1 Put the sentences below into the correct order creating an
email with three paragraphs. Then mark the paragraphs with
'Who is being referred to?', 'What is the message?' and 'What
would the writer like the readers to do?'.
As our sales department has been looking at making better
use of internet sales, we felt it was important to find someone
with experience in this area.
Please make her feel welcome and help her with any questions
she might have.
She has worked in the field for the past 15 years for a major
company in New York, where she was mainly responsible for
e-commerce and sales.
As you all know, Jiao Chang, has taken over the position of sales
manager from James Harris and we have been looking for a
replacement.
I would just like to let you know that Joan Brooks will be joining
our department on 1st February as our new assistant sales
manager.
We have planned a group meeting for next Tuesday in the
conference room so that you can all meet Joan personally.
Therefore, we are delighted that Joan was interested in coming
to work for us.
Dear all,
Paragraph 1
Paragraph 2
Paragraph 3
2 Write an email to your staff informing them of a meeting
to discuss supply chain management. There have been some
problems with your suppliers and you would like to get
feedback from your staff.
■ Inform them that you have attached the specific details and have
chosen a time and place for the meeting.
■ Let them know that you expect details from them and ask them
to prepare short reports to send to you in advance.
■ Tell them that they should let you know and give a reason for their
absence if they cannot attend.
Problems
Order No. 7743 Shipment was delayed by over two weeks
Order No. 753 A number of items were damaged
Order No. 4986 Incorrect goods were sent to the customer
Order No. 7499 Items were missing
Order No. 532 Products were found to be below standard
 9 Marketing strategy

Vocabulary and Grammar

Marketing term inology 3 Match these words and phrases with their definitions.

1 Match the words to make word partnerships or phrases. Look 1 profit margin a a small and specialised market or part of
at Reading 1 and Language focus on pages 82 and 83 of the a market
Student's Book.
2 turnover b the amount of business a company
1 controllable a market does in a period oftim e

2 premium pricing b the competition 3 lifestyle product c a product without special features
which is very much like the other
3 end c chain
products on the market
4 differentiate itself from d variables
4 niche d a need for something to be supplied
5 target e distribution
5 price sensitive e a specialised product which adds to the
6 Unique f user positive image and identity of the buyer
7 channel of g Selling Point 6 commodity f one of the parts a market is divided into
8 supply h strategy product

7 segment g the difference between the price a

2 Complete the text below with the word partnerships and product is sold for and what it cost to
phrases from exercise 1. manufacture

1 It is necessary to define th e _________________ so that we can 8 demand h a product whose sales are influenced by
what it costs to buy, or a customer who
communicate the benefits of the product to these people.
buys items because of what they cost
2 An important part of getting the product to the customer at the

right time and in the right place means we must decide on the 4 Complete the sentences using words and phrases from
best__________________ exercise 3. Not all the words and phrases are needed.

3 It is essential for a successful brand to be able t o __________________

1 The advertising for a _____________ . often aims at making the
4 As companies can decide for themselves how to use the 4Ps they
buyer feel special.
are considered_________________ and are an important part of the
2 As this product is designed for a . .m arket we do not
marketing strategy.
expect a large number of customers,
5 Products move along th e ___________
___________ and finally reach the
3 They are considering closing several branches because their
people who use the product so everything must go smoothly.
_________________ has gone down from last year.
6 T h e _________________, or special feature of the product, must be
4 A mass produced product which can be found in every shop is
communicated to the people we want to reach.
called a __________________
7 An important part of our marketing strategy is to ensure that the
5 Our manufacturing costs have gone up which means we now
_________________ is satisfied with our product.
have a low er_________________ because we have not raised the price.
8 A ________________ demonstrates that our product is of very high
6 This product will not sell well if we charge more for it because it is
quality.
 Specu latin g in past and h yp o th etical situ atio n s 7 You have an exclusive new product and need to decide how to

1 Match these sentence halves together. optimise its sales figures_____

8 You and your team are discussing a way to improve your

1 If we had known before the a we could have saved time
company's reputation_____
launch that the product had and money on the media
these problems, campaign. Which of these are unreal situations where nothing more can

2 Ifour company knew the b we would never have raised be done to change them?

market better the price so dramatically.

3 Read the advert for an ad agency. It includes second
3 If we had spent more time c we could give you a more and third conditional sentences. Find the mistakes in the
on market research accurate sales forecast for sentences and cross them out. Then w rite the correct versions
next year. on the lines following the sentences.

4 If we had changed the d we could use price

marketing mix and
concentrated less on
promotion,
5 Ifwe concentrated first on an
exclusive group of customers
in a niche market,
6 Ifw e wanted to make our
channel of distribution more
cost-efficient,
7 Ifour products were better
quality.
skimming at the beginning Are you a small company with innovative products?
of the launch as this group is
not very price sensitive.
Are you in need of a specialised ad agency'
e we would have made sure
Then we may be just what you are looking for!
that they were solved before
we began to sell it.
1 If you promoted a product but did not get the response
f we would have a much you would expect, you might need to look into a new
better image in the industry.
type of media campaign..........................
2 W e only w ork with small companies and if you have come
g we might have found out
that we were aiming at the to us, we would have spent the time to find out what you

wrong target group. really needed_________________ _

8 Ifw e had realised how price h we could consider using 3 Innovative products need innovative media campaigns.
sensitive the product was. intermediaries rather than If we created the same type of campaign used
direct sales.
by mainstream products, it is not very effective.

2 Decide which statements in exercise 1 are related to these

situations. This is why you need to visit our offices and meet our
team. If you spend some time with us, you would soon
1 You work for a market research company and have been asked
see how exciting a media campaign can be_______________
to give a client advice on a product launch in a region you have
W hat are you waiting for? If you had visited us last year,
never worked in_____
your latest product might become the success it should
2 You are at a meeting in which there is a discussion of the least
be! __________
expensive way to get your product to your customers_____
3 You have been asked by the head of marketing why a popular Just give us a call - we are the agency with the most
innovative media campaigns!
product has shown a drop in sales figures_____

4 Your boss has asked you why there have been so many
complaints about a brand-new product_____

5 You and your team have to explain why your product has been a

flop with teens and young adults_____

6 You have to write a report explaining why your budget was so

high for the last product launch and did not bring in the expected
results_____
Review! R9J Persuading and raising interest

Listen to tracks 31-32, which are from the Student's 1 These words are used to make the impact of the
Bool<. Notice how the speai<ers use signposts in their presentation stronger. Match them with their definitions. Then
presentations and also persuade and create interest at the listen and notice exactly how the words are used.
beginning of their presentations.
1 leading a extremely large
Clarity and signposting 2 deny b bad, critical
3 huge c in a harmful way
1 Which words or phrases in this introduction tell the listener 4 spoil d most important
what is happening? Look at the underlined words and match 5 serious e ruin, destroy
them to the words and phrases below. 6 badly f a calm, pleasant place in the middle of a busy one
7 oasis g to prevent, not allow
1 finish _________________
2 Taking a look at _________________
3 i would like to begin witli _________________
CEF Can Do statements
4 when we have finished _________________
Now you have completed the exercises in this unit, read the
5 following _________________
following statements.Tick the boxes that apply to you.
6 Let's get started ------------------
Yes, I can I think I need
OK, let's kick off. Good morning everybody and thanks very much for do this. more practice.
coming to Serco's preliminary results presentation this morning. 1 I can understand and use marketing

riljust start with a couple of points of admin - can I ask you to turn terminology

off any mobile phones because we're web casting this morning onto 2 I can use second and third conditional
the Internet. It'll be up this afternoon.The presentation is about 45 sentences to make suggestions or talk
minutes and we've got another 30-40 minutes for Q&A after that. about events that can no longer be

The format for this morning's presentation is; after this introduction, changed.

Andrew will talk you through the financials, Chris will go through 3 I know how to use signposting
business performance. Bob will talk about Serco Science generally language and persuasive language to
and NPL in particular, and I'll sum up at the end with a slight forward make my presentations more effective.
looking position. Just turning to the financial results themselves,
If you need more practice on points 1-4, check the Student's
which you'll all have seen this morning. We're extremely pleased with
Book:
the results as they stand.
1 Lesson 9.1 2 Lesson 9.2 3 Lesson 9.3
2 Look at the signposting phrases and put them into the
order you think you will hear them. Then listen and check. Look Make a note of the areas you want to practise more and how you
at the audio script on page 85 and find the other signposting can do this.
phrases in the introduction.

Introduction Main presentation

We'll then finish up w ith ____ And to sunn u p ------

The first area we'll look a t____ Moving on t o _______

At the e n d ____ And finally,_______

I would like to welcome yo u . Let's begin w it h _____

After th at____ Thirdly,_______

10 Customer relationship
management (CRM)
Vocabulary and Grammar

CRM as a part of business m anagement Compounds

1 Use the words in the box to complete these definitions from 1 Choose the correct word or phrase a-c to complete each
Reading exercise 2 on page 91 of the Student's Book. Then sentence.
write the word which is defined.
1 We need to look carefully at products which are and decide
further directly a feeling pointto happen unproductive how to improve their sales figures.
amount needs run spent
a loss-making b record-breaking c cost-effective
1 something used in a n ________________ way: __________________ 2 When a company adds extra services for their customers this
2 to give aa idepartment or organisation the help or money it makes th e m activities.

a productive b product-sharing c value-adding

.o f worry or tension:
3 One way to reward employees who have achieved their goals is
4 a business__ . by one person: .
5 the range o r. of something: through_____
6 ________ . straight away: a profit-sharing b profit-making c customer
7 to g o ___________ than: _ service
8 economical in terms of m oney_____________
4 Keeping customers loyal is one of the goals o f_____
9 communicates without saying som ething.
a problem-sharing b relationship-building c product-making

10 .o f vie w :. 5 Ideas which help earn as much as possible from products deal

w ith strategies.
2 Complete the sentences with the words defined in exercise 1.
One will not be used. a product-making b product-pricing c profit-sharing
6 We did very well this year and have sales figures.
1 We are working hard on meeting a n d _________________ customers'
a product-pricing b cost-effective c record-breaking
expectations.
2 Match the definitions below with the words or phrases from
2 CRM is a concept which includes a w id e _________________ and
Language focus 1 on page 91 of the Student's Book.
includes strategies for small and large companies.

3 Customers expect_________________answers to their questions. 1 creating a feeling of trust and cooperation between a company

4 He has his own business and is a _________________ but may look for and a custom er_________________

a partner soon. 2 all interactions between a customer and product or service

5 Good CRM _________________ a strong relationship with a customer. provider, at the time of sale and afterwards_________________

6 When businesses are not careful with their resources they may 3 an activity or task which incurs time or money resources but

have too m uch _________________ of time and money. contributes to the satisfaction of the custom er_________________

7 From m y_________________ treating customers well is the most 4 deciding what to charge customers for a particular item

important thing we can do.

8 The level o f_________________ increases when employees have too 5 bigger or better than anything that has come before

much to do and not enough time to do it all.

9 Our customers are very interested in th e ___________ . services 6 products which cost more to produce then they are sold for

we offer as they feel they get real value for their money.
7 a way of rewarding employees with some money winen tlie
company does w e ll-----------------
8 good value for the money paid_________________
Types of customers
1 Read these statements about different types of customers
and correct the mistakes.
1 I work in the B2G area and sell products to large businesses.
2 I am active in the C2C area and write reviews of products for
companies__________________
3 I work in the B2C area and sell my company's products to the
government.__________
4 I am involved in the G2B area and help businesses with forms
from other companies__________________
5 I work in the B2B field and sell my company's products to private
customers__________________
Past simple, past continuous and past perfect
1 Choose the correct form of the verb.
1 Natasha had already ordered/already ordered the goods but she
had forgotten / forgot Xo tell us so we phoned/w ere phoning the
company.
2 We were looking / looked for a company which met our ecological
requirements when we foun d/had found the right one.
3 Jhey chose/had chosen us as a business partner as soon as they
had seen / saw our manufacturing facilities.
4 We were helping/ helped th e local community before social
responsibility becam e/had become popular.
5 They had already reduced/ already reduced then carbon footprint
by the time the new law had been passed/w as passed.
6 Unfortunately I received/had received a phone call while we were
discussing/discussed the new manufacturing process.
2 Complete the newsletter using the past simple, past
continuous or past perfect of the verbs in the box. Sometimes
there are two possible answers.
define take expand do need come across visit
speak already start search realise
CRM and Business Partnerships
In the past we didn’t think enough about the customer. However,
when we set up a value-centred business which better integrated
customers and their needs, our profits increased.
Setting up a value-centred business 1 _____________ some
time. We first 2 _____________ our values and principles. Once we
3 _____________ this, the rest was fairly logical and it became clear
what we 4 __ to do. We defined our goals and set our
targets and then the work really began. While we 5 __ _____ _______
for business partners with the same values, we 6 _____________
Newton Electronics. As soon as we 7 ------------------their
facilities, we knew they were the right partners for our production.
But while we 8 _____________ with them about the future, we
9_____________ that combining our operations would also
allow us to offer better customer service and increase the scope
of our operation. By the time our agreement was in place, we
10 _____________ to redefine our business goals. By 2009 we
1 1 _____________ into several new markets and the trend is
continuing, showing that this cooperation is one of the smartest
business deals that we have ever made.
3 Cross ou t the incorrect form s of the verbs and write the
correct form o f the p ast sim ple, p ast continuous or p ast perfect.
Tick the correct sentences.
1 I was already telling him all the important information before he
arrived in the office__________________
2 We were waiting for him to start the meeting when his phone had
rung__________________
3 She had worked for another company when I met her and offered
her a position with us__________________
4 They had already set up a strategy for CRM when I joined the
company__________________
5 I worked with Belinda in the finance department last year. It was
the first time I was hearing her ideas about how to be more cost-
efficient__________________
6 After he had told me about the concept of value-added activities,
I decided to do some research on the topic_________________
7 They were all waiting for me when I had walked into the office.
8 After we had found a local source for our raw materials, our profits
were increasing__________________
 7 1think it would b e _________________ nice if you helped our new recruit.

8 The event we ran last week w a s _________________ wonderful and

Listen to tracks 34-35, which are from the Student's
Book. Notice how the speakers use language to express
opinions and give encouragement.
Expressin g po sitive o p in io n s u sing a d je ctiv e s
and ad verb s
people w e re _________________ satisfied.
5 Read the sentences aloud using different adverbs of degree
to see if the sentences seem stronger or weaker depending on
the adverb you chose.

1 These sentences are from Lesson 10.3 on pages 96 and 97 of U sing en co u rag in g and su p p o rtin g la ng u ag e
the Student's Book. Underline the words you think should be
1 Answer the negative sentences 1-5 with a positive answer a-e.
stressed.
1 1am sure my presentation wasn't very good.
1 I thought it was excellent actually.
2 He is really difficult to work with.
2 All the feedback was very positive.
3 Our new product is not selling well at all.
3 I think that was a good move.
4 They just cancelled their order with us.
4 I think it was brilliant all round.
5 That meeting didn't go well at all.
5 I think they really enjoyed it.
a But he has amazing ideas sometimes,
2 Q 3 1 Listen and check. Read the sentences aloud, to practise b That's too bad. 1know how hard you worked to make them happy
stressing the correct words. Maybe the competition is just cheaper,

3 Stress the words below in the sentences and read the c It wasn't so bad, I think we got a lot done,

sentences aloud again. What difference do you notice? Does the d I thought you did a great job even though there wasn't enough

stress make a difference to what the listener thinks you mean? time to cover all the points,
e Let's wait and see if sales improve in spring. If not, we can talk
1 I about some strategies then.
2 All
3 that
4 think CEF Can Do statements
5 they Now you have completed the exercises in this unit, read the
4 Complete the sentences with the words in the box. following statements. Tick the boxes that apply to you.
Sometimes there is more than one possibility. Yes, I can I think I need
do this. more practical
1 1can understand and use words
Adverbs of degree: very, absolutely, really, extremely
relating to customer relationship
Base adjectives; good, nice, satisfied, awful, unhelpful
management.
Strong adjectives: wonderful, brilliant, excellent
2 I understand vocabulary about
1 I thought he did a v e ry _________________ job on the presentation. value-centred businesses.
After all, it was his first.
3 lean use past continuous and
2 I phoned them last week but the person I talked to was extremely past perfect tenses.
________________ so I couldn't get the information I wanted.
4 I can express positive feedback and
3 The new product range looks_________________brilliant! know how to give positive answers
4 When 1was in Norway last week the weather was really to negative statements.

________________ and 1was afraid that all the flights would be If you need more practice on points 1-4, check the Student's
cancelled. Book:

5 1have to say that the idea he had w a s ___________ .excellent 1 Lesson 10.1 2 Lesson 10.2 3 Lesson 10.3 4 Lesson 10.3
and 1hope we can implement it soon.
Make a note of the areas you want to practise more and how you
6 1think if you smile at people they will also b e ______________ can do this.
friendly.
 Reading 5
Marketing success
Marketing: A key feature of Red Bull's success
Red Bull is the number one energy drink globally selling four
billion cans a year, as well as being the only brand sold all over
the world. It can be found in 162 countries. The three most
important distribution channels are in everyday retail business,
convenience or impulse buying, and in catering. It is bought by
drivers, people who need energy to work or to study and by
sportspeople.
Some observers say that Red Bull's branding is revolutionary,
calling it an 'anti-brand' strategy When the brand launched
in the UK there was already an established drink that was
specifically taken as a post-illness beverage. Generations of
young Britons had drunk Lucozade as they recovered from
colds or flu, so Red Bull had to promote its brand differently
The firm avoided usual methods of marketing, relying more
on what is called 'buzz marketing' or word-of-mouth. A brand
image was created and cultivated which associated the drink
with youth culture and extreme and adventure-related sports,
such as motor sports, mountain biking, snowboarding and
dance music. Red Bull's target consumer segment began to
adopt nicknames for the product which especially appealed to
its young demographic. Red Bull then worked to ensure that
the brand was visible on the street. Some of the marketing
ideas they used were:
using pick-up trucks as mobile displays, painted blue and silver
with a giant can of the drink mounted on top of the vehicle;
giving out cans of the drink to people on the street who had
been identified as being in need of energy;
distributing Red Bull in clubs, leaving empty cans on tables in
hot spots such as trendy bars, clubs and pubs.
4 The company also set about promoting the Red Bull brand
directly to 'Generation Y'; people born after 1981, who were
believed to be cynical of traditional marketing strategies. Part
of this idea involved recruiting 'student brand managers' who
would be used to promote Red Bull on university campuses.
These students would be encouraged to throw parties where
cases of Red Bull were distributed. The brand managers
would then report back to the company, giving the firm a
low-cost form of market research data. The use of this kind of
marketing strategy has become known as 'viral' marketing. It
is as if a company sees no need for traditional information or
persuasive communications, in Red Bull's case it used the youth
'underground' to spread the popularity of the drink. The firm
preferred to limit the supply and not advertise it, expecting that
growing numbers of target consumers would help spread its
reputation. Red Bull was a spectacularly successful example of
this strategy
5 By the mid 2000s, the worldwide energy drinks market was
worth an estimated £1.6 billion; Red Bull had a large part of
the market share. The lure of fast-growing profits in this market
brought many competitors into the functional foods sector,
where health and energy drinks were seeing sales double
every year.
6 By the end of the 2000s, Red Bull was number 25, globally
selling close to four billion cans a year. Market shares had
grown in the Far East, Europe and South America and
productivity and profit had increased as well. Red Bull entered
new markets in Denmark and Norway and the success of Red
Bull Racing in Formula One, the Red Bull Salzburg football
team's victories in the UEFA Europa League and the launch of
a TV broadcaster called Servus TV in Austria, demonstrated the
marketing savvy of the company again.
7 Today however. Red Bull is looking into how it can best build
on its incredible sales growth, as it has become a mature brand
in a saturated market. Some of the challenges for the company
include:
• the loss of the original consumer base as 'Generation Y'
become working adults;
• health concerns due to high intake of caffeine;
• being over-reliant on a single brand;
• the market for energy drinks has attracted some global
players such as Coca Cola, Pepsi and Walmart (including
its subsidiary Asda) who are trying to gain a competitive
advantage over the market leader.
It will be interesting to see what the future brings and if Red Bull
discovers new markets, new marketing strategies or both.
Sources: The Red Bull and Biz/ed websites
1 Choose the best answer to complete the sentences.
1 Red Bull's distribution channels include:
a restaurants and shops.
b sports events,
c schools.
2 When Red Bull launched its energy drink in the UK market:
a it was the first of its type.
b there was already a similar drink in the market,
c it was mostly bought by teenagers.
3 'Buzz marketing'relies on:
a people telling each other about a product,
b interesting adverts,
c a good brand image.
4 The so-called 'Generation Y'describe people who:
a were born in the 1970s.
b went to university.
c were sceptical about traditional marketing ideas.
5 With'viral marketing', companies rely on:
a consumers to promote their products,
b sports events to sell their products.
c in-shop displays at a number of retailer outlets.
6 Today the market for energy drinks has:
a much room for growth.
b some room for growth,
c little room for growth.
2 Which of these summaries best describes the Information in
the text?
A Red Bull has been successful because the idea of an energy drink
was a totally new concept when it was launched.
B Red Bull's success is largely due to the fact that the company hired
a well-known advertising agency to create their adverts.
C Red Bull's sales were helped by actively finding customers who
provided them with market research and promoted the brand
name.
3 Find words In the text which mean the opposite of the words
below:
1 planned (paragraph 1).
2 ordinary (paragraph 2 ).
3 did not attract (paragraph 3 )__________
4 hidden, not easily seen (paragraph 3 ).
5 costly (paragraph 4 ) _________________
6 halve (paragraph 5 )_________________
7 unspectacular (paragraph 7 )__________
8 domestic (paragraph 7 )_______________
4 Match these words from the text with their definitions.
1 beverage a grown-up
2 persuasive b area
3 saturated c to keep something at a certain amount
4 mature d convincing
5 to limit e worries
6 concerns f something to drink
7 sector g doubting the sincerity of something or
someone
8 cynical h full
5 Use the words in exercises 3 and 4 to complete the text. The
first letter of each word Is given. You may need to make words
plural or change the tenses.
Red Bull has been used as an 1 i_ .exam ple of how to
create a successful company based on one product.The ideas originally
used to market the energy drink can truly be called 2 r_________________
When Red Bull first arrived on the market, there were other
3 b_________________it had to compete with. However, the idea of
creating a marketing campaign designed specifically to
4 a_________________ the young generation obviously added to the
success. By creating a true'buzz'. Red Bull was able to
5 d________________ their sales figures every year. And this in a
6 s_________________where competition was tough. By moving away
from traditional 7 p_________________ advertising campaigns. Red
Bull actually encouraged their customers to become their market
researchers and sales people, an excellent idea in an already
8 s_________________ market. What the future will bring is always
impossible to predict but we can assume that the 9 g :_____________
success of this brand will continue to reach beyond the borders
of Austria where the headquarters are situated.
 Writing 5
Responding to written complaints

1 Match these sentence halves together. -We recently began using a new processing system and

there appear to be some problems with it. We realise that this

1 In order to make up for a the mix-up in your order.
the inconvenience you sort of thing should not happen and have already dispatched
were caused through replacement goods to you.
our oversight, we 3 We regret that you had problems with your last shipment from us.
2 We have looked into b can reassure you we take quality We can assure you that we are looking into the matter carefully as
the matter of the faulty very seriously and always aim to
your business means a great deal to us We hope that this will
goods, meet industry standards.
compensate for the problems you have experienced.
3 Please accept our c we have recently changed to a
4 Please accept our apologies for the low quality items We are
sincere apologies for new distributor.
certain that the problem has now been solved and will do our best
4 We are extremely sorry d would like to offer you a
to hear that you have 15 percent discount on your to make sure that you will be satisfied with your next order.

had problems with our next order. 5 _ _ We have called a meeting with their quality manager and will
products, and be investigating your complaint. As satisfied customers are our first
5 Thank you for letting e passed on to my line manager, priority we are grateful that you have informed us about the problem
us know about the late who will be in touch with you as
so that we can take steps to ensure it does not happen again.
delivery as soon as we find out where the
6 As all of our products are normally checked carefully for faults,
problem lies.
we need to look into this matter as soon as possible to find out
6 We have received your f and have taken steps to
complaint, which 1have repair a machine that was not what happened. I will personally take this on and let you know my

functioning properly. findings as your loyalty is important to us.

4 Write an answer to this letter of complaint. Use some of the

2 Match the sentences from exercise 1 with the functions 1-6.
functions in exercise 3.

. Apologising for the mistake

-Thanking the customer for pointing out the problem
. Providing compensation
. Reassuring the customer about the high standards of quality
_ Acknowledging the complaint
_ Saying what improvements have been carried out as a result
of the complaint
3 Complete the paragraphs with sentences from exercise 1.
1 This may take some time as our production process is
quite complicated but I can assure you that we are taking this
complaint very seriously. We have already begun investigations
into the matter and hope we will have more information by the
end of the week.
Dear Sir or Madam
I am writing about order no. 3298, which we received
yesterday. Unfortunately, all the bracelets were badly
damaged and some of the necklaces we ordered were missing.
We have been doing business with you for a number of years
and were surprised that this order was not up to your usual
standards.
We are returning the bracelets to you and would ask you to
look into your quality control methods or your production
process as the damage does not appear to have been caused
by shipping. In addition, we have enclosed the invoice and
clearly marked the missing items.
We hope that you can quickly arrange replacements for
us as we need these goods for our busy season which is
approaching rapidly.

Yours faithfully

Chris George
1 1 Accounting

Vocabulary and Grammar

Income and expenditure Terms to describe cash flow

1 Complete the sentences with the phrases below. 1 Look at the mind map for cash and match the words with
definitions 1-4.
sell products or services pay rent (on property)
purchase raw materials receive Interest on investments 1 being short on funds

payment of salaries buying machinery 2 money going out

3 movement of money
1 Because we don't own our own land or building we have to 4 a very successful product

_________________ every month,

2 The goal of most marketing campaigns is to _________________ by

letting customers know about the benefits.

3 When the stock market does well w e _________________ and the

value of the stocks we hold increases.

4 As we are a manufacturing company, it is necessary to

------------------ in order to produce our goods.

5 The cost o f_________________to produce our products went up last

year.

6 Our expenditure was high last month as we had more staff and
the total amount fo r_________________ was higher than normal.

The profit and loss account and the balance sheet

1 Complete the sentences. Choose the correct word or phrase.
1 The value of all sales over a period of time is called the turnover/
reserves.
2 Use the word partnerships in exercise 1 to help you complete
the sentences.
1 I am really glad that I invested in WFTY stocks, they really have

2 The companies we owe money to are our debtors/creditors.
3 The costs of running the company are called overdraft/expenses.
4 The direct costs of manufacturing or buying items to sell are
called the cost o f sales/overhead costs.
5 The turnover minus the sales is the net profit/gross profit.
6 Creditors/Debtors are companies which owe you money.
7 The gross profit minus expenses and taxes is net profit/overheads.
8 Expenses/ Reserves are sums of money that are kept to be used in
the future.
9 Money that is owed to the bank is an overdraft/an overhead.
been a ca sh _________________ and have provided me with a good
income over the last few years.
2 Companies often have a c a sh ___________ .problem at the end
of the month if they are not paid on time.
3 We are really facing a cash _________________ , as we can't fill these
orders without buying new equipment and we can't buy new
equipment if we don't fill these orders.
4 We would prefer a cash _________________ for the delivery as we don't
have banking facilities in your country.
5 We need to maintain a cash ___________ . into, as well as out of
the company if we are going to be successful.

6 An increase in operating and investment activities means that we

have had a higher than usual ca sh _________________this month.
 Talking about obligation and giving advice 2 Rewrite these sentences using modal verbs. Sometimes there
is more than one possible answer.
1 Complete the sentences using modal verbs. Sometimes there
is more than one possible answer. 1 Small businesses find it a good idea to bill their customers

1 It is essential that you use a PIN at an ATM so y o u _________________ immediately.

key it in if you want to get money from your account. Small businesses_______________________________________________________

2 It is not necessary to type the customer's number on the bill as it 2 It is essential for me to stay within my credit limit.

is added automatically.Therefore y o u _________________spend time

looking for those numbers. 3 He told me not to take on too many projects at once.

3 It is not a good idea to leave your credit card in the office so you He told me I _____________________________________________________________

_________________ take it home with you. 4 It is necessary to send out the invoices today.

4 You are not allowed to change those files so y o u _________________ W e_______________________________________________________________________

add or delete any information. 5 It is not a good idea to forget to pay your bills on time.

5 I really need to talk to her so I _________________make some time this You______________________________________________________________________

afternoon for a phone call. 6 It is not necessary to finish the report this afternoon.

6 You_________________ forget to add the information to the database. Yo u ______________________________________________________________________

3 Complete the text about managing cash flow. Choose the correct verbs.

W n
‘ -4 ► ^ C 1* + ...1 - ^

*#cashadvfce

r overview ben efits d o w n lo ad s FA Q s

Managing cash flow

If you have a small business it is really important that you can deal with inflows and
outflows so you 1 need to / must not know how to manage your cash flow, It is helpful to
make the lag between inflow and outflow smaller so you 2 need not / should not forget
to invoice customers right away. It is a good idea to get better terms from creditors so
you 3 stiould / must not ask if you can extend your credit at times. One essential point is
to make sure you always chase late payments. This means you 4 ought not to / have to
contact customers who have not paid on time. It is also advisable to receive progressive
payments and therefore you 5 need to / ought to set up a method of doing this. Another
helpful method is to use a system for recording and predicting how money will come in
and go out so you 6 must / should set up cash flow tracking and cash flow projection
sheets. Although it is not always easy to do, it is essential that you are paid so you
7 don’t have to / must send out reminders to customers who are overdue,
^ ^ $ 0 5 3 Listen to trades 36-37, whicii are from the Student's
1 S I Match the sentence halves. Then listen and check.
; Boole. Notice how the speakers use language to talk about
facts and figures and set goals and targets. 1 We are not going to get our
numbers by
Talking about facts and figures 2 A lloftho sethings, in fact, are
3 This is what the whole
1 Look at the graph and complete the sentences with
the words in the box. Use each word only once. Then listen and
check.
4 The first point is to
EU R O A R EA IN T ER EST RATE
Benchmark Interest Rate
5 I look to you guys around the
room to help them, to enable
6 If we don't think in different ways
about how we do things, that
a them to be out there more
than 11 percent of the time,
b focus on sales activity
c 11 percent will then go up
to about 12 percent and
that's not enough,
d just doing the same things
we did this year,
e of the sales force needs to
be doing,
f to be out in front of the
customer.

2 Now match the sentences in exercise 1 with their functions.

1 expressing what has the highest priority.

2 giving a warning if change does not take place.

3 giving a specific g o al____

Source: European Central Bank

4 implying that change is needed____

peak recovered plummeted fluctuate fell rise 5 explaining what is necessary to im plem ent.

6 explaining what is going to be difficult____

1 Interest rates started off the period at 3.25 percent before they

________________ to two percent.

2 For most of year two and three interest rates did not CEF Can Do statements
----------------- but remained stable at two percent. Now you have completed the exercises in this unit, read the
following statements.Tick the boxes that apply to you.
3 From year four to year six the interest rate continued to
Yes, I can I think I need
do this. nnore practice
4 Interest rates reached a . .o f 4.25 percent at the 1 I can understand and use words
found on financial statements.
beginning of year seven.

5 Interest rates_________________ to an all time low of one percent at 2 I can understand and use vocabulary
dealing with cash flow.
the end of year seven.

6 Interest rates remained stable at one percent before they 3 I can use modal verbs of necessity,
obligation, advice and suggestions.
------------------ to 1.25 at the end of the period.
4 I can understand expressions used in
presentations and words expressing
movement of figures.

If you need more practice on points 1-4, check the Student's

Book:

1 Lesson 11.1 2 Lesson 11.2 3 Lesson 11.3 4 Lesson 11.3

Make a note of the areas you want to practise more and how you
can do this.
1 2 Finance

Vocabulary and Grammar

Using vocabulary about investing

1 Complete the crossword.

Across
2 relating to money (adjective) (9)
4 to give someone money for a time expecting to get it back (verb)
(4)
5 one of tlie equal parts that the value of a company is divided
into when it is owned by a group of people (noun) (5)
7 careful, not tal<ing chances with investments (adjective) (4-6)
8 once every year (adjective) (8)
10 put money into something to make a profit (verb) (6)
9
Down

1 a technique that mixes a wide variety of investments (noun) (15)

3 to judge the quality of something (verb) (6)
10
6 investing in something unsure (noun) (11)
9 amount or number of something (noun) (5)

2 Complete the phrases to talk about investing from page 109

of the Student's Book.

1b y s h _______________
IVIaking more exact comparisons
2 re___________ ve a d v ____________________
1 Complete the sentences using the comparative or superlative
3e n t e _______
form of the adjectives in the box.
4 in________________in a p ____________ f ________________
5 c ___________ y out an n v __________m _______ t good bad high risky safe popular important

app_______________ a ____
1 I am interested in buying shares in a company w ith ________________
3 Complete the sentences with the phrases from exercise 2. possible rate of return on investment.

1 When yo u _________________for the first time you will need to do it 2 He has been working very hard to get a _______________ job.

through a stock broker. 3 I would buy that brand of smartphone because it is the

2 It takes a very long time but it's important t o _________________ to _________________ ; almost everyone I know has got one,

see if a company is worth investing in. 4 In a financial crisis, people say_________________thing that can be

3 I think I w ill_________________of different companies so there isn't so done is to cut governmental spending on social programmes and

much risk. stimulus measures for the economy.

4 You will only. . at the end of the year if the company 5 In my opinion, that investment sounds________________ than the

performs well. one my bank told me about so I would not do it.

5 I don't like taking risks so I have put all of my money in a bank 6 If you plan to buy stock in a company, one o f_________________ things

account where it will still_________________ you should consider is carrying out an investment appraisal first.

7 At the moment it might b e _________________ to put your money into

the bank but it will not pay as well as investing in the stock market.
2 Choose the best adverb or phrase to make the sentences
more exact. If there is a (+), make the adjective stronger. If there
is a (-), make the adjective weaker.
1 My portfolio has suffered in the crisis and my shares are worth
m uch/slightly less than they were a year ago. (+)
2 The offer we received from our client was fa r/a bit better than we
had hoped. (-)
3 He hopes he will manage to get to Munich on time for the
meeting__________________
4 Would you consider to move to Asia?_________________
5 I stopped to eat meat last year._________________
6 They forgot to tell us about the meeting tomorrow..
7 Do you mind to close the w indow ?_________________

3 The new IT system is slightly/much more efficient than our old 8 My job involves working with many different departments.
one. (-)
4 The new product has been a great deal/ a little more successful
9 We arranged meeting him at the hotel when we get in.
than expected.( +)
5 Skilled technicians can get slightly/m uch more money than
people who have no special skills to offer. (+) 10 I spend a lot of time to make appointments with clients.
6 Our profits this year are a b/f/ogreafdeo/higher than last year's. (-)
7 My new laptop is a little/m uch more user-friendly than the first
3 Complete the sentences using the gerund or infinitive. Add
one I owned. (-)
to if necessary.
8 The restructuring of the department has had far/slightly more
long-lasting effects than we thought. (-I-)
tell lose meet have finish close try be rent

Verbs which take gerunds and/or infinitives

1 The supplier agreed. .o u r deadline.
1 Answer the questions in the survey using the prompts and
2 He must be unlucky. I don't know how he managed
the correct form of the gerund or the infinitive.
_________________ his passport on the airplane.

You are a busy manager but you agreed to answer some 3 My colleague suggested_________________ the new bistro for lunch.
questions about your job. 4 She seem s_________________ an excellent business woman.
Q What don't you like doing at work? 5 We decided_________________ a new office space.
(stay after 6 pm) I don't lik e _________ .. 6 When you talk to our business partner, avo id_________________ him
Q What do you avoid if possible?
too much about our future plans.
(have long telephone conversations) I avoid
7 It's cold in here. Would you m ind_________________the window?

8 I hope_________________the project by next week.

0 What would you like your staff to do?
9 The new organisation of the company involves_________________
(work independently) I would lik e _____
weekly conference calls with all the departments.
O What part of your job do you enjoy?
(deal with challenges) I enjoy_________
0 What do you expect your assistant to do?
(manage my appointments) I expect______
@ What do you spend your time doing in the office?
(telephone clients and give Instructions to staff) I spend

2 Cross out the incorrect word and write the correct word at
the end of the sentences. Tick the correct sentences.

1 I will try finishing the report this afternoon when I come back
from lunch__________________

2 I remember to see the information about the product launch but

I don't know where it is now__________________

^ 2 ^ 3 Listen to tracks 40-42, which are from the Student's 1 9 1 Match these responses to the polite requests from
Bool(. Notice how the speakers use language to make and exercise I.T h e n listen and check.
refuse requests.
A I'm really sorry, I can't. I have to pick my children up from school

How to a sk p eo p le to do th in g s on Wednesdays_____

1 ^ 3 Say these sentences aloud putting the stress on the B I don't know if that's going to be possible as I'm going to be out of

underlined words. Tick the one you think is more polite. Then the office for the rest of the week_____
listen and check. C I'm afraid I'm really busy and I don't know enough about the
1 a Can you present it at next week's meeting? product to write it_____
b Can you present it at next weel<'s meeting? D I'm really sorry, could you ask Nigel to help you? He knows where
2 a Will you be able to stay a bit later tomorrow?
they should be filed-----
b Will you be able to stay a bit later tomorrow?
E I don't know if that's going to be possible. I won't be able to make
3 a Can you finish the report by the end of the week?
b Can you finish the report by the end of the week? it unless you want to reschedule_____
4 a You couldn't you give me a hand with these documents, could
you?
b You couldn't give me a hand with these documents, could you? CEF Can Do statements
5 a Why can't you prepare the pitch for the client? Now you have completed the exercises in this unit, read the
b Why can't you prepare the pitch for the client? following statements.Tick the boxes that apply to you.
Yes, I can I think I need
2 Read the situations below and choose the most polite way to do this. more practice.
make a request. 1 I can understand and use finance
words.
1 You have a lot of work to finish and need your assistant to help you.
a Do you think you could possibly stay a bit longer this evening? 2 I can use comparatives and
b Could you stay and help me? superlatives and modify them.
2 You need to get information from a supplier about prices you
3 I can use gerunds and infinitives
think are too high.
correctly.
a Could you explain to me how you reached that figure?
b Could you help me out with some information about your 4 I can make and refuse requests politely.
pricing policy?
3 You attended a presentation but didn't understand one of the
If you need more practice on points 1-4, check the Student's
points about the product features.
Book:
a Could you explain that feature more clearly?
b Do you think you could you go over that feature again? 1 Lesson 12.1 2 Lesson 12.2 3 Lesson 12.3 4 Lesson 12.3
4 You received an incorrect invoice and need to get a revised one. Make a note of the areas you want to practise more and how you
a Would it be possible to send us a revised invoice soon? can do this.
b Can you send us a new one as soon as possible?
5 You need a report from a staff member by the end of the day.
a It would help me out if you could finish the report today.
b Please finish the report today.
6 You ask your assistant not to disturb you with calls during a
meeting.
a Please don't put calls through when I am in the meeting,
b I would appreciate it if you could take my calls while I am in the
meeting.
 Reading 6
Finance
Managing 21^" Century finances
The purpose o f most companies
is to create and sustain long-term
shareholder value. However,
markets are volatile and C FO s have
5 to balance long-term planning with
short-term market behaviour.
Som e experts question whether
shareholder value should be a
goal, or rather a consequence of
10 excellence. Com panies need a
clear business model that works,
to be able to explain it easily and
consistently, to understand strategic
business risk and make it work,
15 to generate sustainable revenues,
income, and cash with rapid and
reliable reporting, and no surprises.
Managing shareholder value is
also about managing expectations.
20 The major long-term players are
advised by analysts. Short-term
investors, traders and the public
are more influenced by news flow
and market movements. We can
25 reconcile those forces by timely
financial information, always
having cash, and having a credible
business model.
Great companies produce rapid,
30 reliable, simple, usable financial
information. Internally, more than
three days to report is too long.
Management and financial reporting
tools and technology allow fast
35 collection, interpretation, and
distribution o f results.
The market wants information
fast. Investors want financial
information consistent with
40 expectations. Regular, progressive
business and financial news
flow can lead to share prices
'governance = the way in which a company safeguards the interests of its investors, including regulation and
control of finances
^net present value = the difference between the present value of future cash flows from an investment and
the amount of the investment
outperforming.
However, surprises
45 make markets
question management
competence. An
uneven information
flow, profit warnings or lack of
50 them, information released to
analysts before the market, or lack
o f comment on speculation can
cause sharp movements in share
prices. News and specialist services
55 supply information 24 hours a day.
Analysts interpret as fast as it is
produced.
The demand for quicker
reporting has become a challenge
60 for accounting standards and
governance'. A s accounts become
almost impenetrable, cash becomes
important - cash generated last
period, cash remaining in the
65 balance sheet, and the net present
value^ o f sustainable future cash
flows.
The other factor bringing together
short- and long-term interests is
70 a credible, explainable business
model. Without one, analysts will
create their own, or worse, take one
from another company. This means
it is the financial model that counts,
75 especially generating and sustaining
cash. It is lack o f cash, not capital,
that makes companies fail. Without
enough cash to survive a recession,
when the market isn’t receptive
80 to new stock issues, you have to
reduce costs to stay alive. This
can dam age the business model,
undermine the share price and lead
to the company failing.
85 There has been much talk in
the past about ‘value added’ . The
theory is that every company should
be focused on protecting, creating
and sustaining value. Failure could
90 mean stock price falls, cash calls
(when the company asks for more
investment from its shareholders),
unwelcome bids, or business failure.
Company leaders need vision
95 and courage. Value creation is
top o f the agenda. It involves
generating the value and protecting
it. When investors lose faith, they
can destroy value much faster than
100 you can create it. This is why cash
generation is critical. Share prices
which are already falling due to
a loss o f confidence in a business
model will drop more quickly
105 when you have to raise cash in an
unreceptive market.
In conclusion, companies can
follow this best practice to prosper
in the 21*‘ century:
no • fast, reliable reporting and a
sound business model;
• proactively anticipating and
managing investor interest;
• investing in relationships to
115 differentiate the company;
• being clear, informed and
consistent;
• creating and sustaining long-term
corporate and brand value.
Source: Essay by Terry Carroll in Business -
The Ultimate Resource
1 Choose the best answers for the questions. 3 Find the underlined words and phrases in the text which
match these definitions.
1 The writer says that CFOs should:
a make long-term plans carefully and not worry about day-to-day 1 likely to change suddenly and unexpectedly
market behaviour, 2 believable and can be trusted
b think about both long-term goals and frequent changes in the 3 decide what the meaning of something is
market. 4 an offer of money for something
c focus on current market behaviour, because it is not possible to 5 money and possessions used for starting a business or creating
make long-term plans. wealth in an organisation
2 The writer says that: 6 able to continue over a period of time
a company financial information must reach everyone in the 7 trust in someone or something
company within three days, 8 impossible to understand
b financial information from the company must reach the market
4 Match these words to make phrases used in the text.
within three days,
c investors ask for information within three days. 1 shareholder a revenues
3 Problems when reporting financial information include: 2 long-term b faith
a giving information at different times or every 24 hours, 3 sustainable c calls
b not giving warnings about losses or leaving out comments 4 credible d value
about risky business, 5 undermine e planning
c analysing the information incorrectly or speculating what the 6 cash f business model
information means. 7 lose g the share price
4 Business models are used to: 5 Complete the sentences using phrases from exercise 4. You
a help analysts create their own. may have to change the form of the verb.
b generate and keep cash,
c coordinate long- and short-term plans. 1 The recent error in production h as_________________________________
5 The value ofa company is created by: and seen stocks in the company drop by 20 percent.
a its share price.
2 We need to think where we want the company to be in
b its investors,
ten year's time not just next year. We need to focus on
c keeping enough cash.

2 Match these sentence halves together to make sentences

expressing the ideas in the text.
1 Some analysts are not sure if
companies should have
3 The. . will not be popular with our
shareholders, but it will give us the funds we need for investment.
a be passed on within a few
days. 4 After a poor performance last year people have

2 To be successful, it is necessary b business plan, experts may
to have a stable source of
3 Financial information within
the company must
4 It is not a good idea to release
unexpected
5 Companies find it difficult to
produce
6 If a company does not have a
believable and well-structured
______________ inourcompany and don't want to
create one for the company, invest.
c accurate accounts quickly,
5 Business start-ups must present a . .if
d shareholder value as their goal
they want to receive a bank loan.
or as a result of having done
an excellent job. 6 It is important to m aintain________ . as well
e business announcements or as just profit margins or we won't have money to put back in the
financial results,
business.
f revenue and report the results
7 Mergers can often lead to a jum p in the value of shares which can
quickly and dependably.
increase __________________________ in a company.
 W riting 6
Describing charts, graphs and statistics

Using adverbs and adjectives to describe changes

and trends
1 Sales.
1 Look at the collocations below. Change the verb + adverb to
'adjective + noun'collocations and the adjective + noun to'verb at the moment.

+ adverb'collocations.
2 Sales remained more or less.
1 risp dmmfltir^lly o- dxoMoiio rise____________________________________

2 fluctuate slightly________________________________________________________

3 a gradual increase______________________________________________________
3 Sales are.
4 a steady decline________________________________________________________

5 recover slow ly__________________________________________________________

6 a rapid fa ll_______________________________________________________________
4 There was a . . in sales.
7 decrease sharply_______

8 a significant slow dow n.

2 Read the sentences below and replace the underlined words 5 Sales.
with collocations from exercise 1. Use the correct form of the
verb. One sentence has two possibilities.

1 The unemployment rate has continued to go down over the past 6 Sales have shown a .

year.________________
2 There was a sudden plunge in stock prices last week when the job
figures were released by the government__________________
3 There has been some change over the last few months in raw
material prices__________________
4 Prices began quite low but then they more than doubled.
5 We had some problems last quarter but we are seeing somewhat
better figures now. _________________
6 Last year we had a large number of orders but this year there are
only half as many. _________________
7 Inflation is not too bad. It is only one percent higher than it was
two years ago. _________________
2 Write a description of the graph below, which shows some
overhead costs or fixed expenses that a business had last year.
This refers to a production company in the north of Europe. Their
energy costs include running the machinery, using electricity
and heating the building. They also lease machinery and had to
replace some machines last year. In addition, they merged two
departments into one and therefore had fewer people doing
office work. Include these phrases where appropriate:
As the graph ind icates... This could be / was probably / was the
result o f . .. The horizontal axis shows the ... The vertical axis
shows the trends in ... This graph is an example o f ...
Energy
£6,000 n
£5,000-

Describing and sum m arising graphs g £4,000-

1 Complete the sentences to describe these graphs showing ^ £3,000-

sales figures, with the verbs in the box. Use either a verb or a CO Office supplies
u £2,000-
verb + adverb combination.

£1,000-
recovery fluctuate soar significantly static decrease Leases on machinery
gradual slow plunge
Jan 'peb'M ar'Apr'lVlay'jun' Jul 'A ug'Sep'O ct'Nov 'Dec'
Month
13 Decision-making

Vocabulary and Grammar

Using SWOT related vocabulary/Verbs to describe SWOT H Tlie SWOT analysis

1 Match the definitions to the words.
1 to do things in a very ordered and careful way
2 carefully planned in order to reach a
particular goal
3 to do or begin something, especially
something difficult
4 to not have enough of something
5 to imagine or expect something will happen
6 to make someone more likely to do
something by providing support
7 to make something possible or easier to do
8 to describe something in such a simple way that
it is no longer true
1 Decide if the following are strengths (S), weal<nesses (W),
opportunities (O) or threats (T).
a oversimplify
b anticipate 1 The Research and Development are very knowledgeable_____
2 Sales Staff have very little experience_____
c strategic
3 We do a lot of work with the local community and have built up a
d methodical good relationship with them _____
e facilitate 4 We predict that there is going to be an increase in demand for the
f lack
products we are producing in the next five years_____
5 We won't be able to compete on prices if a huge multinational
g undertake
h encourage enters the market_____
6 We have problems meeting increased orders in the summer

2 Complete the sentences using words from exercise 1. Make months when staff are on holiday_____
sure you use the correct form of the verb or noun. 7 There is a possibility of us signing a big contract with the local

council-----
1 If a com pany. .a clear vision of where they are
8 Our technology may become less popular if new products are
going, it is very difficult to set objectives.
produced in the long term_____
2 Our marketing campaigns are designed to help the sales people
and_________________ the promotion and sales of our goods. 2 Unscramble the sentences below that describe how to
conduct a SWOT analysis.
3 It is necessary to follow the market trends in order to

_________________ major changes. 1 to determine what the most important points

are / the next step is / and what planning choices
4 We have to be careful not to _________________ the data we collect
the organisation has to make
from customers. We need to analyse it carefully before reaching
2 concerned in the process / make sure the report is
conclusions. available to everyone / finally,
5 We are about t o _________________ a fairly complicated audit of our 3 then be gathered / and recorded in a
diagram / the data should
product development process and hope that we will discover
4 the team should create / after that / a report
how we can improve it.
on their findings
6 In our organisation, we think it is vital to _________________ our junior 5 needs to identify / firstly, / what data they
staff to take on more responsibilities and tasks, as they will be our need / the organisation

future managers and leaders. 3 Put the sentences that you have found in exercise 2 in the
7 We are having a _________________planning meeting next week and correct order to make a summary of the SWOT analysis.

all staff are required to be there.

8 When doing a SWOT analysis, it is important to go about it in a

_________________way so that all points are covered.

 Reported speech 3 You have to report on a meeting about a non-profit
organisation. Lool< at the dialogue and then write your report
1 Complete the sentences. Choose the correct option.
using indirect speech.
1 He said, 1 am flying to Berlin in the evening.'
Carol: I think it is a good idea to invest some of our profits into a
He said he is flying/was flying to Berlin in the evening.
charity organisation.
2 She said'It was not a great idea,'
Bill: Yes, I agree.
She said it had not been / was not a great idea.
George: The board wrote about our goals for corporate social
3 They said,'We were planning a launch event.'
responsibility in the annual report. I agree with Carol that it
They said they had been planning/have been planning a launch
is a good idea.
event.
Carol: There's an organisation that I am interested in.
4 I said, 'I can't come to the meeting.'
George: Good. We will need some information by the next
I said I couldn't com e/hadn't been able to come to the meeting.'
meeting.
5 She said,'I have met my goals this quarter.'
Carol: That should be possible.
She told me that she has m et/h a d met her goals this quarter.'
Bill: Great. It looks like we are moving in the right direction.
6 He said, 'I was late yesterday.'
George: I agree and I am looking forward to discussing the details
He told me that he had been/has been late yesterday
in two weeks.
2 Change these sentences into indirect speech.
1 Carol said sh e .
1 He said 'We are going to make major changes in the department.'

He said th e y___________________________________________________________
2 Bill said that h e .
2 He said, 'I can get the information to them later.'
He said h e _____________________________________________________________
3 George said that the board.
3 She said,'I haven't seen him yet.'

She told me sh e _______________________________________________________

4 George then said that h e .
4 He said,'I am having lunch with a client.'

He told me that h e ____________________________________________________

5 Carol said that she.
5 She said,'I have been working on the report all day.'

She said that sh e _______________________________________

6 George said that th ey.
6 She said:'I am not tired.'

She told me that sh e ___

7 Carol said that it.

8 Bill said that it.

9 George said that h e -

 4 I am sure ifw e work together we will be able to .

idea that will satisfy everyone. _

Q U 2 S B Listen to tracks 45-47, which are from the Student's
Book. Notice how the speakers use language to analyse 5 Don't worry about the mistake on the report, it can be fixed. After
problems and also how they propose solutions. all, this is the first tim e you have e v e r__________________ as you are

norm ally v ery exact. L

Dealing with problems
6 My colleague was very surprised here when she began, because
1 Read and listen to sentences a-g below. Decide if they
of th e __________________ She was used to a more open office
are:
feeling.
1 identifying a problem _________________

2 stopping an action which is causing a problem .

3 doing something to solve a problem ___________

CEF Can Do statements
Now you have completed the exercises in this unit, read the
a I'll get an advertisement spread designed up. following statements. Tick the boxes that apply to you.
b I think that we should also look at doing something in Ireland and Yes, I can I think I need
Spain. do this. more practice.
c We need to stop people from having to do something that isn't 1 I can understand and use key words
necessary and is actually costing us extra, related to the SWOT analysis.
d We could do something like running advertisements in the 2 I can understand and use words
national daily newspapers, related to non-profit organisations.
e Well, at the moment on our flights you need to book online and
then check-in at the airport, 3 I can change direct speech into indirect

f The biggest losses are on flights from Stansted to Dublin and speech and report on what was said.

Birmingham to Madrid, 4 I can analyse problems and use the

g We are having a problem with getting bookings for our flights correct language to suggest ways to
into Europe. deal with them.

2 Listen and decide if the sentences a-g in exercise 1 are If you need more practice on points 1-4, check the Student's
said by IVielanie (IVI), Georgia (G), Steve (S), or Luke (L).Then look Book;
at the audio script on page 86 and check.
1 Lesson 13,1 2 Lesson 13,2 3 Lesson 13.3 4 Lesson 13.3

Using Idioms to talk about problems and solutions Make a note of the areas you want to practise more and how you
can do this.
1 Complete the sentences using the correct idioms in the box.
Use the correct tense. Then decide if the sentences talk about a
problem (P) or a solution (S).

go wrong switch people off sit down closed-door approach

come up with a bit tricky figure out mess up

1 ithini< we all need to . . together and decide what

we can do about this.

2 I promise that I will try to . what happened with the

production process that caused the delay

3 We'll need some time to give you an answer about this as the

situation is _________________ at the moment due to the state of the

economy. _
14 The learning organisation

Vocabulary and Grammar

The five disciplines of learning organisations 3 The organisation seems to have no clear goals and the
departments function without working together as a whole.
1 Complete the sentences with the words in the box. The words Each department seems to be a separate entity.
are from Listening 1 on page 126 of the Student's Book. 4 There appears to be a big difference between the way upper
management thinks and plans for the future and the needs
measures causes effects dialogue social media
and wishes of the rest of the employees.
transparency
5 The organisation does not encourage employees to take part
in training sessions and these all have to be done during the
1 Having too much work to do and too little time to do it in is one
staff's free time.
of the biggest_________________ of stress in the work place.
2 Rising sea levels have been one of the most noticeable Using delexicalised verbs

_________________of global warming. 1 Decide whether get, do or have can be used with all three

3 The government is taking_________________to avoid climate change, words and phrases in each group.

such as investing heavily in renewable energy. 1 bread and cheese a chat a headache

4 The company believes th a t_________________is very important and 2 a university course the book-keeping 120 km/h
3 a great time a cold breakfast
makes all of its financial activity available to the public.
4 a letter a bus some bread
5 ----------------- sites might become more controlled by national 5 catering for parties little business your taxes
governments as their popularity and influence continues to grow. 6 to work by train new furniture flowers

2 Match the five disciplines of a learning organisation to their 2 Complete the sentences using collocations from exercise 1.
definitions. You may have to change the tense.

systems thinking personal mastery mental models 1 The weather was terrible so I ___________ .th is morning rather
shared vision team learning than drive in the snow.

2 We wanted to have our launch event at that restaurant but they

a how to make teams work
don't_________________ so we will have to go elsewhere.
b why we act or think in a certain way
3 We are preparing our final documents for the board meeting and
c different people have different values
I spent the m orning_________________ to make sure that we had all
d business will become more honest
the correct figures.
e an understanding of how conclusions are made
4 I am going to bed early because I _________________ and need to rest
3 The organisation you work for is having these problems.
to get better
Which of the disciplines a -e would be especially helpful in
theses cases? 5 Yesterday was her birthday and s h e _________________ from her boss.

6 I usually------------------at about 7 am before I leave for the office

1 The organisation is not very well respected in the community.
They do very little for the environment or for the people living 7 We really need to . .about the new product as there
in the area although their mission statement stresses social seem to be some problems with quality control.
responsibility. 8 I _________________ yesterday from the patent office telling me that
2 It is very difficult to get consensus at meetings. Staff are
our application for a patent was approved.
supplied with a lot of information but they are not
encouraged to communicate their ideas with each other.
3 Match the verbs and phrases 1-7 with the underlined words 2 Match these phrases to make sentences about the four pillars
and phrases in a-g. of the CoP framework. The words in bold are word partnerships
and phrasal verbs.
1 buy a do a university course
2 complete b do catering 1 When changing organisational a place new programmes
3 eat c get flowers structures, it is important to put which cover the essential
4 provide food d get new furniture in areas of the business.
5 receive get the bus
2 Companies have to make sure b a health check to
6 talk have a chat
that they can spread make sure everything is
7 travel by have breakfast
running well.
Key collocations for knowledge-m anagement 3 Unilever felt that setting up a c worth the time and
programmes CoP was the best way to realise money it took to
accomplish this.
1 Read the definitions and rearrange the letters to make
collocations from Language focus on page 131 of the Student's 4 One important factor when d their objectives

Book. dealing with objectives is to

perform
1 When ideas of how the job should be done are extended across
5 When it comes to managing e initiatives in order
the whole company
knowledge in an organisation, it to find out about the
ADEPRS ODOG AECSCITRP____________________________________________
is necessary to develop learning behaviour of the
2 When you check at different periods of the project that everything
company so far.
is going to plan
RRM FOPEATHHLEAKCEHC____________________________ ^
______________ 6 When all goes well with f good practices
3 If something gives you a good profit for the amount of effort the implemented changes, throughout their
EB OWRHT HET MBIT NDA YNOME____________________________________ management will feel it was organisations.
4 When new ideas are produced usually to solve a problem or to
improve a process
LOPVEDE IIIITTNSVAE_______________________________________________
5 When you get the results that you hoped for
SEALREI BCEEIOSTVJ____________________________
6 To start
TUP Nl CLAPE___________________________________
 Listen to tracks 50-52, which are from the
Student's Book. Notice how they discuss proposals and use
appropriate language for expressing an opinion, agreeing
and disagreeing.
Giving an opinion, agreeing and disagreeing
1 Q 2 I Later in the day Nathalie phones Terry again. Listen to
the second part of the negotiation and mark the following: T if
Terry uses it; N if Nathalie uses it; and B if both of them use it.
1 use vague, indirect language or fillers____
2 agree first then disagree____

1 Listen to part of a negotiation and answer the 3 give a reason for disagreeing____
following questions. 2 Listen again and complete the table with the phrases they
1 What price discount does Nathalie want? use. Look at the audio script on page 86 to help you.
2 What delivery time does she want?
Ways of disagreeing Examples
3 Why does Terry say she can't have a discount and cut the delivery
times? 1 use vague, indirect language

4 What price discount does Terry offer? or fillers

5 Does Nathalie agree to accept Terry's offer?

2 Can you remember any of the phrases Nathalie and Terry

used to do the following? 2 agree first then disagree

Giving an opinion Agreeing Disagreeing

1 1 1

2 2
3 give a reason for disagreeing
3 Look at these phrases and underline the ones which you feel
are the most positive.

That's right.
Yes, exactly.
We've no problems with it
I would say that the quality has got better. CEF Can Do statements
Yes, but we don't need to do that. Now you have completed the exercises in this unit read the
Yes, absolutely. following statements. Tick the boxes that apply to you.
We're getting there, yeah. Yes, I can I think I n«
Brilliant, alright then. do this. more practi
As far as I am concerned, it doesn't matter. 1 I can understand the concept of the
That's a good point five disciplines and use key words
You can’t compromise with quality, though, you know. related to them.
Well, our problem is, we can't afford to p ay... 2 I can use delexicalised verbs in
I totally agree, but you know the way we w o rk ... sentences.

3 I can use appropriate language to

agree and disagree.

If you need more practice on points 1-3, check the Student's

Book:

1 Lesson 14.1 2 Lesson 14.2 3 Lesson 14.3

Make a note of the areas you want to practise more and how you
can do this.
 Reading 7
Helping young people
to succeed

The Urban Alliance

Mission statement 40 The program prepares students for a life o f work and self-
sufficiency through paid internships, formal training, and
Urban Alliance empowers under-resourced youth to aspire,
mentorship. Urban Alliance interns are selected after a
work and succeed through paid Internships, formal training,
rigorous application process. During the school year, each
and mentorshlp.
Urban Alliance intern works part time with a job partner
45 in the public or private sector. On Fridays, they attend life
skills and job readiness workshops on topics such as conflict
H is to ry o f the U rb a n A llia n c e
resolution, interview skills, professional writing, and work
The US capital city, Washington, D .C .’ , has long had
etiquette. During the summer vacation following their
problems with employment o f young people. In 2010
senior year, Urban Alliance interns work full time Monday
only 33 percent o f Washington’s youth were able to find
50 through Thursday and attend financial literacy workshops
viable employment according to the US Bureau for Labor
on Fridays. Urban Alliance interns are paid for their work
Statistics. The Kids Count D ata Book, published by The
and can earn over $6,000 during their senior year.
Annie E. Casey Foundation, a charity for disadvantaged
4
children in the USA, places the number even lower, at
By the time students have finished the program, they will
17 percent. In general, youth employment is at a 50-year
have increased their proficiency in professional work skills
low throughout the USA and the situation is especially
55 and gained long-term professional work experience. They
difficult for minorities. Adding to the problem is the fact
will also have graduated from high school and solidified a
that only 43 percent o f Washington’s young people graduate
post-secondary plan to either attend college or a job training
from high school and the city’s public schools^ have the
program. The Alumni Services provide support for Urban
fourth highest dropout rate in the nation. Poverty rates
Alliance interns beyond their internship experience. Some of
I are extremely high and more than half the young people
60 the possibilities for them include paid summer internships
in Washington live in households earning below the living
their first year out o f high school, r&ume and cover letter
standard.
review, financial aid and collage transfer assistance, job
2
search and placement help and networking with other
For these reasons, the Urban Alliance Foundation, a non­
Urban Alliance alumni.
profit organisation, was founded in 1996 by Andrew
i Plepler, an attorney for the US Department o f Justice, after 65 W h a t the a lu m n i say ab o u t the p ro g ra m
visiting a local high school. Andrew asked the students 7 believe in Urban Alliance because it builds character,
what they needed to succeed, and one honest young man personality, and a sense o f self that is paramount in order
replied, T need a real job.’ Andrew found an internship for to succeed in todays world. ’
that student and five o f his friends - and created the Urban Nicole Hawkins, Intern at the Federal National
) Alliance. Since then, the Urban Alliance has employed more 70 Mortgage Association - and still employed there today
than 1,100 youth and partnered with more than 100 local
7 believe in Urban Alliance because it has helped me
businesses. With a unique blend o f real-life experience and
become successful in the real world. Being part o f Urban
formal instruction, they continue to help students across
Alliance has changed my life and made me who 1 am
Washington work, aspire, and succeed.
today: an honest, respectful, responsible professional And
3 75 I believe in networking and gaining experience, which
i H o w the U rb a n A llia n c e w o rk s
Urban Alliance has done fo r my peers and me. ’
Urban Alliance is the only year-long employment program
Samuel Eboweme, Intern at Morgan Stanley, currently
for under-resourced high school students aged 17 to 18 in
attends Virginia State University
Washington, D .C . and Baltimore, Maryland. Their goal is
to give youth access to professional growth and experiences.

Source: The Urban Alliance website

' Washington D.C. stands for Washington, District of Columbia.The land Washington is located on was donated by
tile states of Maryland and Virginia in 1790, meaning that the capital is not located in a state. The district has its own
government and is represented by a congressperson (who has no vote) in the House of Representatives.
^inthe US, a public school is a free school provided by the government This is called a state school in the UK. In England,
apublic school is an expensive type of private school.
1 Read the text. Are the sentences true or false? Underline the 4 Match these words and phrases from the text with their
parts of the text that help you find the answers. definitions.

1 The Urban Alliance ainns to help young people with resources to 1 minority a any group of people in a society who are
find places in companies, and provide thenn with training and different from the rest, maybe because of their
nnentors. race or religion
2 In Washington, D.C., about half of the young people found good
2 dropout b the number or percentage of students who do
jobs in 2010,
rate not finish school or university
3 The Urban Alliance works together with companies all over the
USA. 3 mentorship c a person who is the same age or position as

4 Young people are selected very carefully for internships. others in a group

5 When participants finish the programme, they all go on to 4 proficiency d having a high level of skill
university.
5 peer e a system in which another person gives
6 Urban Alliance interns are encouraged to stay in touch with others
someone advice and help
in the programme when they have finished.
5 Complete the sentences with vocabulary from exercise 4.
2 Choose the correct word to complete each sentence.

1 The programme helps/supports/m akes students prepare for a 1 The local language is starting to die out in the area because the

future career. people who speak it are now in th e __________________

2 The internships are in both the private and university/government 2 The government is worried about the number of young people
/corporate sectors.
leaving school without qualifications as th e ------------------ has
3 When interns finish the programme they can go on to university
been rising over recent years,
or a full-time jo b /p a id internship/training programme for a job.
4 The interns are helped with searching for a job and finding a 3 We operate a _________________ programme here, so Jack will be the
position/departm ent/colleague in a com pany person you go to for any advice,
5 The alumni who have completed the programme say that the
4 Lucia is m y _________________; we went to the same school and
Urban Alliance has helped them to become wealthy/intelligent/
graduated from the same university
dependable professionals,
5 Ask Sasha to help you translate the document, he has a high level
3 Match these sentence halves together to make full sentences
o f_________________ in English.
about the article.

1 The Urban Alliance was founded because a work part time and attend extra workshops.

2 A major problem in Washington D.C. is b and formal training is the key to the
programme's success.

3 Urban Alliance is the only programme to c a school student told a government

help young people which employee that he needed a job.

4 While the interns are still at high school d they have gained valuable skills which will
they help them in the future.

5 By the time the interns have completed e that fewer than half the young people
the programme complete school and pass their exams.

6 They continue to get f work as interns in their first summer after

finishing school.

7 The combination of real job experience g support when they are alumni.

8 Some of the alumni continue to h lasts for a full year.

 W riting?
Business proposals

Responding to a req u e st for a pro po sal 2 Complete the proposal using the phrases from exercise 1.

1 Complete the sentences from an email using the words in the

box. Then put them in the correct order.

options enquiry field experience meet interest A s we are considered to be at the top of our field, we are sure
carryout details forward use customers requirements
we will be able to meet your market research needs.
2 ______________________________ , understand the buying
a For this reason, I feel that we w ould be able to behaviour and create more efficient marketing campaigns.
________________ your unique needs.
b The first w ould be for you to make - .o f
the extensive research which w e have already put together
Option 1 - Secondary data (including the national media and
m aking it easy to find out where y o u r_______________
companies’ annual reports)
are and what they need.
c I have attached a proposal with m o re_______________ Option 2 - Primary data (including face-to-face interviews and

and w ould be delighted to set up a meeting at a time questionnaires)

which suits you.

Prices include all information regarding your target group.
d We have been in th is________________ for over thirty years
and have a great deal o f ________________ in niche markets.
e Once we have more of an idea of what you are looking for, used and the timeframe needed to complete the research.
there are several different________________ we could offer
We can offer a wide range of options depending on your
you.
specific requirements and budget.
f H ook. . to hearing from you.
g The more expensive (but possibly more effective)
alternative is for us t o _______________ the specific to discuss details and alternatives.
research you need based on the target group, the market
and your specific________________
h I am writing in regard to y o u r_______________ about our 3 You own a specialised car service for corporate clients. You
have an excellent reputation and loyal customers. You have
specialised m arket research.
worked in the business for 20 years. You are writing a proposal
to a company that wants to use your cars for journeys to and
from the local airport. You offer two packages:
Making an attractive offer
1 A service that operates fronn 6 am to midnight with pick up and
1 Make sentences and phrases by matching phrases 1-5 with a-e.
drop off within 50 km of your office.
1 The final price depends a to identify your customer 2 A special package with 24-hour pick-up service to anywhere in

2 Details of our packages b response to your enquiry of the country.

and
3 We would be pleased to
4 This proposal is in
5 With our research you will
be able
20 March Your cars have between three and six seats and all are equipped with
power ports for laptops and mobile phones.
c on the methods
Write the proposal using the information above and the format
d methods can be found below
in exercise 1. You can decide on price policy and booking
e meet you methods if you wish to include them.
 Wordlist

1 Culture an d its 2 T echnology an d Quantifiers 4 Human R esources

im pact b u sin e ss a few Talking about HR tasks
Dimensions of culture Technological vocabulary a great deal of
advertise for new staff
a huge amount of
(to) analyse design benefits packages
a large number of
analysis (to) develop (to) bring about change
a little
analytical development compensation for employees
a lot of
(to) avoid (to) discover (to) develop staff abilities
many
avoidable discovery (to) get the best work out of staff
much
avoidance (to) innovate (to) inform employees about
several developments
certain innovation
certainty (to) invent main contacts with universities
Pay and working
(to) communicate invention conditions organisation development

communication (to) organise inter-team /

appraisal system
3 M otivation interdepartmental meetings
communicative bonus
performance management
(to) compete Motivation and career opportunities
recruit new staff
competition dem otivation commission
(to) set up system of employee
competitive effort-reward balance
achievement reports
competitor flexitime
advancement (to) support heads of department
uncertain fringe benefits
aggressive manager
uncertainty glass ceiling Skills, motivation and
annual leave
valuable mentoring system training
bureaucracy
value open-plan office 360-degree feedback
company policy
valued salary acumen
good results
hygiene severance package competencies
Relocation and
repatriation low pay tip (to) groom somebody

manage a team work-life balance inadequate

business cards
motivation orientation
business people Performance reviews
new skills passion
corporate culture
achievements proficient
corporate identity praise
assessment prospects
cultural differences promotion
constructive feedback stakeholder
cultural similarity recognition
realistic expectations
foreign country responsibility
(to) review Collocations for job
global company rude colleagues interviews
set goals and objectives
host country supervision
(to) supervise career prospects
local culture support
(to) take responsibility for attracted to a job
work conditions
multinational company (to) make a decision
multinational team interpersonal skills
parent company (to) take on responsibility
relocation package strong points
(to) handle a problem
5 O rgan isation s an d 6 M an agin g Verbs in the supply chain 10 C ustom er
their structures o rgan isation s (to) assemble relationship
Collocations in Com pany life cycles (to) collect m an agem en t (CRM)
(to) deliver
organisational structures (to) collaborate CRM as an essential part
(to) reduce of business management
chain of command collaboration
(to) supply
conflict of interest (to) coordinate cost-effective
delegation of responsibility coordination exceeding
8 Quality
division of labour (to) create perspective
m an agem en t
line manager creativity (to) resource
(to) organise the company (to) delegate Quality management scope
regional divisions delegation (to) come up with sole trader
regional manager (to) direct (to) implement stress
responsibility for decision­ direction (to) involve wastage
making (to) innovate (to) result in
Compounds
innovation
Describing changing Linking words customer service
structures Vocabulary for the
and so cost-effective
(to) accommodate agenda
because relationship-building
deployment (to) agree on value-adding
but
(to) disperse (to) confirm profit-sharing
consequently
duplication (to) describe to you in detail record-breaking
furthermore
efficiency (to) discuss loss-making
in addition to that
(to) handle (to) get assistance problem-sharing
moreover
(to) implement (to) go over again product-making
not o n ly ... but also
(to) let you know therefore product-sharing
Job activities
(to) refresh your memory product-pricing
(to) arrange accommodation (to) remind you 9 M arketing
(to) arrange meetings Different types of
(to) review strategy
(to) arrange training sessions customers
(to) take you through
(to) attend meetings Marketing term inology B2B (business to business)
(to) talk about
(to) book accommodation controllable variables B2C (business to consumer)
(to) tell you
(to) enter data (to) differentiate itself from the B2G (business to government)
(to) liaise with a manager 7 Supply-chain competition C2C (consumer to consumer)
(to) liaise with a team end user G2B (government to business)
m an agem en t (SCM)
(to) liaise with business partners premium pricing strategy
People in the supply
(to) manage a budget target market
chain
(to) manage a team USP (Unique Selling Point)
(to) maximise revenue end users/consum ers
commodity product
(to) report to a manager e-tailers
lifestyle product
(to) report to a team manufacturers
niche
retailers
price sensitive
suppliers
profit margin
wholesalers
turnover
11 A ccounting She's out of town this week.
Changes and trends 14 The learn in g
Thank you for calling.
The profit and loss (to) decrease (to) peak organ isation
When will he be back?
account and the balance (to) fall (to) plummet Delexicalised verbs Who would you like to speak to?
sheet (to) fluctuate (to) plunge
(to) do 60 km per hour
cost of sales (to) increase (to) recover Clarity and signposting
(to) do a course
creditors (to) jum p (to) rise
I'll begin b y ...
(to) do badly
debtors (to) level off (to) soar
I'll sum up with ...
(to) do conference facilities
expenses I've told you ab o u t...
(to) do the accounts
gross profit 12 Finance Let's now look a t ...
(to) get a train
net profit investing Let's start w ith ...
(to) get an email
overdraft Next is ...
(to) buy shares (to) get angry/embarrassed
reserves The conclusion is ...
(to) carry out an investment (to) get some office chairs
turnover
appraisal We've looked a t ...
(to) get to the office
administrative expenses
(to) earn interest (to) have a chat
assets Proposing solutions
(to) invest in a portfolio (to) have a cold
heating and lighting I think my biggest concern ...
(to) receive a dividend (to) have a good time
insurance I think we can...
(to) have an email
liabilities I think we could ...
13 D ecision-m aking (to) have lunch / a coffee
stock (or inventory) I think we need ...
The SWOT Analysis
Collocations for I was thinking,...
Cash flow
analysis strategic knowledge-m anagem ent We could certainly do
accurate analytical strategy programmes som ething...
an additional strain method strength (to) be worth the time and We could d o ...
at severe risk methodical strong money We could look at it.
cash cow model weak (to) develop initiatives We may be able t o ...
cash crisis weakness (to) perform a health check
Giving an opinion,
cash outlay (to) put in place
Verbs to describe SWOT agreeing and disagreeing
cash payment (to) realise objectives
cash problem (to) anticipate As far as I'm concerned,...
(to) spread good practices
cash shortage (to) encourage I would say th a t...

creditors (to) facilitate P h rase Bank That's a good point.

debtors (to) lack That's right.

enormous chance (to) oversimplify Telephone phrases That's true.

expenditure (to) spot Can I phone you later? Yes, but we don't need t o ...

extra money (to) undertake Can I take a message for her? Yes, absolutely.

in great danger Could you give me your Yes, exactly.

Idioms
income number? You can 't... though, you know.

more pressure a bit tricky He's just gone into a meeting.

on time closed-door approach I'm calling ab o u t...
outflow (to) come up with I'm sorry but I didn't catch your
(to) owe money day in day out name.

(to) prompt (to) figure out Is ... available?

(to) go wrong Is there anything I can do?
messed up It was nice talking to you.
(to) sit down May I ask who is calling?
(to) switch quite a few people off
 Grammar reference

Unit 1: Present te n se s The tabLetop copier was developed by Canon.

The present perfect simple passive is used for activities which began
Present simple
in the past and are not yet finished or have importance in the present.
The present simple refers to a general or permanent state or facts This year owr products Have been bought by cwstomers in 45
which are considered to be true. countries so far.
They hove- si-x offices bn Asift..

The present simple is used for habits and regular activities. An adverb Unit 3: A rticles
of frequency or time phrase (which tells us how often something
The indefinite article a/an
occurs) may be used as well.
An is used when the word following it begins with a vowel sound.
We don't HoUL a, s t a ff tmeeimg every FrLcLxy.
Some words start with a consonant letter which is not pronounced
The present simple is also used with stative verbs (including verbs
(an hour).
of mental processes, emotions or possession).
The indefinite article is used; to talk about something for the first
Do you tiiink Wiat he wilL reloooJx. to CHmo,?
time; before a job or type of workplace; to say something is one of
many.
Unit 2: The p a ssiv e
She met a. new business partner U s t weeJc. (the first time)
Present simple Past simple
is was He is on ordiltect at a Large construction company.
past participle past participle
are were We are looking for a, tax advisor, (there are many possibilities)
Present continuous Present perfect simple
is has The definite article the
being + past participle been + past participle
are have
The definite article is used: when there is only one of something;
The passive voice is used when: with superlative adjectives; with something mentioned earlier; to say
which one we mean; when speaker and listener know what is being
• the action is more important than who did it.
referred to.
I was taJcen to HospLtoL.
■ it is clear who did the action. The Heaxiqwarters is in New York. (It is the only one.)
He was arrested.
It is Wie best restaurant I know, (superlative adjective)
■ it is not known who did the action.
He is ttie researcher I told you about, (mentioned earlier)
My credit card was stoLen.

■ giving information about who did the action. It’s tile photocopier we bought most recentU). (and not the older

This digital coimera was made, by Pewtax. one)

The present simple passive is used to indicate a situation which I’U. see you a t tine bravn station, (both know which station)
occurs regularly.
The suggestions ore. colUcted. from the website. No article

The present continuous passive indicates on ongoing process or a We don't use an article when we talk about plural or uncountable
temporary situation. nouns in a general way, for example with: most company names;
The new name for the cor t« being voted on as we speak. days, months, years; general abstract concepts.

The past simple passive is used for actions or situations in the past He works for IBM.
which are over. I’li talk to you on Monday.
Praise from his boss is important to hum.
 Quantifiers
Quantifiers which are used with countable nouns: a few, a large
number of, several, few, many
Quantifiers which are used with uncountable nouns: much, a great
deal of, a little, a huge amount o f little
Quantifiers which are used with both: some, enough, a lot o f plenty o f
all, most
Quantifiers are used before nouns to tell you how much or how
many is indicated.
TViere. are, people bn town today.
Quantifiers used before countable nouns are used with plural nouns.
A large number of employees took the- week o ff.
Quantifiers used before uncountable nouns are used with singular
nouns which cannot be used in plural forms.
I Have ft. WMe, time if you wojit to cLlscuss the prqject.
Some nouns can be used in either form depending on whether
they indicate individual areas or a general concept.There are some
quantifiers which can be used with either countable or uncountable
nouns.
She has a. lot of responsibUity.
This job ent<ut5 moruj different responsibilities.
Unit 4: Talking about the future u sin g will,
(be) going to an d the p resen t continuous
g o in g to future
The going to future is used:
■ to talk about intentions, plans or decisions for the future.
I <m going to look for a, new Job. (intention or decision)
Am 1 going to get the pay rise you promised me? (decision)
Are yoM going to be ctt next week’s sto.ff meeting? (intention)
■ to make predictions based on present evidence
Owr new recruits ore excellent. They ore going to be valuabLe
empLoyees. (based on evidence)
iv/7/future
The w///future is used:
■ to indicate a decision made at the time of speaking.
I wUiJust go to her office and get the report, (decision
made at time of speaking)
■ for predictions based on personal opinion.
1 think he will be an excellent moj^ager. (personal opinion)
■ for hopes, wishes, desires.
I hope we will -ftnlsh the budget on time, (hope, wish)
Present continuous future
The present continuous is used for the future to talk about
arrangements that are fixed.
He is meeting me 'vn Brussels.
Unit 5: M odal v e rb s for p o ssib ility and
prob ab ility
The modal verb could is used:
■ to talk about possibility and ability
I know we still hctve some issues to dlscwss. We could talk
about them o i the meeting next week, (possibility)
The modal verbs will, could, may and might are used:
■ to talk about possibility and probability
They may be happier in the new department, (possibility)
■ to speculate about the future.
The new global business could mean we will need to recruit
more sto-ff. (speculation about the future)
The addition of well or will probably is used.
■ to indicate probability rather than possibility
We may well see a, change in the market, (probable)
Unit 6: A d v erb s of d e g r e e / T alking about
the p a st (presen t p e rfe ct an d p a st sim ple)
Adverbs of degree ending in -ly include: absolutely, particularly,
completely, especially, extremely, increasingly, slightly, perfectly, and
totally.
Adverbs of degree without -ly include: a bit, almost, enough, a lot,
quite, rather, too, and very.
Adverbs of degree say how much or to what degree something
happens or exists.
This Job i-s very hard.
He i.5 doing extremely well in hi-s position.
He was roihcr pleased with the news about the Launch.
There was quite cl good article about companies and their
organi.saiional structures.
He spoke too quickly and I didn’t understand everything.
Talking about the past (present perfect and past simple)
The past simple refers to a state or completed action at a specific
time in the past.The time is usually stated or is obvious from the
sentence.
She worked, for HP several years ago. (She no longer works for
them.)
The past simple is used to talk about repeated or habitual actions in
the past.
 I olvooys stcujed. ofe tlie Marriott in New York, (repeated
action in the past)
Signal words include:
ago, last....yesterday, times in the past.
She was aJb the tneetmg yesiercLouj.
Unit 7 : C onditionals
Conditionals have two parts, the condition (if...) and the result.The
result happens (or does not happen) depending on the condition
(and the time frame).
Zero conditional
if/when + present simple, present simple
Zero conditional is used to talk about present facts and things that
normally happen as a result or condition of something else. If \s used
to indicate an element of possibility. When is used to indicate that
something always happens.
If ii snows, cLrivmg becomes tnore cU/fftcuLt.
(a fact resulting from the condition)
l-f you Hove cl conctuct cocLe, it Is Lmportont to moJce sure
yowr suppliers follow It.
(a fact based on the premise that the first fact is true)
WHen you press thi-s button, the tnachme starts.
(this always happens)
First conditional
if+ present simple, will + infinitive without to
First conditional is used to talk about actions that are likely to
happen or are still possible depending on another action happening.
If I see. ham this afternoon, I will teU. hum about the meettng.
(this is possible but depends on the first condition)
Second conditional
if+ past simple, would + infinitive without to
Second conditional is used to express unlikely but possible
situations.
If they vlstte<i our office, we would, show them around the
prociwotion area..
(it is unlikely they will come but is possible)
Alternatives to if:
providing (that) = only if
unless = except (if)
in case = to avoid a possible problem later.
These are used with the real present and the future.
We wtU use thefn as a, supplier, provicUtig tiiat they refuse to
use chikL Ubour.
Uvitess their quality unproves, we wiU, not orcLer from them
a^ain.
In case you need, me. I’ve got my mobile switched on.
Unit 8: P resent p erfect an d presen t
p erfect continuous
Present perfect
Subject + have/has + past participle
The present perfect is used:
■ to refer to events which began in the past and are still going on.
■ for events that have an effect in the present.
I have worked at this company since 1999.
(and I still work here.)
■ for events that have an effect in the present.
She Has prepared the report, (and it is now finished)
Signal words include:
for, since, recently, in the last few..., this year/month, just, so far
Present perfect continuous
The present perfect continuous is used:
■ for longer or repeated actions when the activity is more important
than the result and expresses an action which is still going on.
I Have been writing emails all morning. (repeated actions)
I Have been working in New York for over ten years, (the
activity is more important and is still going on)
The present perfect continuous is not used: with stative verbs or
when the number of actions is mentioned.
Unit 9:Sp ecu latin g in p a st an d
hypothetical situations
Second and third conditionals deal with imagined situations.They
may be unlikely or impossible depending on the time frame.
Second conditional
if+ past tense, could i would / might + infinitive
Second conditional sentences express unlikely but still possible
situations. A hypothetical situation is expressed as well as a possible
outcome.
If I knew him better, I would ask him for help.
(This indicates that I do not know him well.)
 WbcLfc voouUL you cLo, i/f you were offered, a. dvf-ferent job ?
(This indicates tine possibility of being offered a different job and
asks for an imagined reaction.)
Third conditional
if+ past perfect, could / would / might + present perfect
Third conditional sentences express past situations that can no
longer be changed.The outcome expresses how things might have
been different.
If we houd, done more, market re-seojrch, we might Hove
(Ulayed. the- product UiuncJi.
(This indicates that the company did not do more research and
launched the product as planned.)
We wowUL Hove targeted, teenagers i/f the prodwci Hod, been
Less expensive to produce.
(This indicates that the product was not inexpensive to produce
so targeting teenagers was not possible.
Unit 10: Past sim ple, p a st continuous an d
p a st p erfect
Past continuous
The Past continuous is used:
■ to talk about a longer action in progress at a specific time in the past.
Yesterd<iiy at 5:00 we were woitmg for cl cwstotnei'.
■ to talk about a temporary action or situation in progress in the past.
He was putting in a. Lot of hours in order to ■ftni.sli the CRM
polix:y guidxlmes on tiime.
■ to talk about a background event or longer action that is
interrupted by a shorter event or action in the past simple.
We were diecussoig tHe probLem with customer service, when
my supervisor caUed. me out of the meeting.
When and while can be used with the past continuous.
White my boss was giving me instructions I fetfc my mobile
vibrate.
Past perfect
The Past Perfect is used to describe an event which took place before
another past event.
I had. spoken to the board- of directors before. I began the
new prqject.
Time expressions such as before, after, when, as soon as, by the time
and already can be used with the past perfect.
We had. already started, the presentation when she arri-ved.
Unit 1 1 : T alking about obligation and
g iv in g ad v ice
Subject + have to /n e e d to + infinitive
Subject + m ust + infinitive
The modal verbs of obligation and necessity are used:
■ to tell people to do things or to give orders or instructions.
You roust finish the report this a,fternoon.
You have to send out those bills today.
■ to imply that it is an obligation or necessary to do.
We Have, to / need, to make sure that we don’t have a. cash
flow probLem.
■ to tell someone or imply that something is not an obligation or
necessary to do
You don’t Have to stay Late this evening as we don’t need, to
■finish this today.
■ to tell someone that something is forbidden.
You roust not pay those blLls a,fter the due date.
You roust really make sure the Invoices ha,ve no mistakes on
them.
Must is stronger than need to or have to.
Have got to and haven't got to can be used in place o f have to or don't
have to.
I have got to Leo-ve now as my train Is In 30 minutes and, I
don’t want to miss It.
Subject + sh o u ld /o u g h t to + infinitive
Ought to is not usually used in the question form.
The modal verbs for advice and suggestions are used:
■ to indicate that something is the best thing or a good idea to do.
You shouldn’t pay your bills Late.
■ to indicate that something is not the best thing or a good idea to
do.
We ought to hire some more sta,ff as we ha,ve too much
work.
■ to make recommendations or give advice.
We should, go bock to that restaurant, It was great.
Unit 12: M aking m ore ex act co m p ariso n s
/ G eru n d s an d infintives
M a k in g m o re e x a c t c o m p a rio n s
Comparative and superlative forms of one-syllable adjectives are
made by adding -er or -est.
John Is taller tticm HLs brotlier.
Jolin is tHe ta lle s t boy in his c la s s .
Two or more syllables are made by using more and most before the
adjective.
People- bn tilts company are more. hel(>fuL tiian in tny oUL one.
TVii-s restaurant is less expe^isive than the one around the
corner.
To form a comparative or superlative of an adjective ending in -y,
replace the y with / and add -er or -est.
happy—>happier, happy ^Happiest,
busy —>busLer, busy —>busi.est
A one syllable word which takes more and most is fun.
I think creating a marketing campaign is more, ■fun than
writing a report.
Some two-syllable adjectives can use either form.
He Is Wie- politest / the. most poUte person I know.
Irregular forms include:
good, better, best
bad, worse, worst
far, further, furthest
Modifying comparisons
Words are used to modify comparative forms to make them stronger
or weaker.
Thi,s i.s the leAst use/fixL gadget I ho-ve ever bought.
My new car is mucJi more expensive than my Last one.
This office is -for better than our old one. (or better by ■for)
He is a. greai d e a l happier now that he has a new job.
Some verbs in English must be followed by infinitives. Examples are:
agree, arrange, decide, expect, hope, manage, offer, want, would like.
I arranged, to meet hi-m yesterday.
The -ing form or the infinitive can be used after begin, bother, and
sforf without changing the meaning of the sentence.
I think we need to begin talking / to talk about the Umnch.
The -ing form is used after like, love, hate, and prefer to indicate a level
of enjoyment. The infinitive after these verbs is used to indicate a
habit.
I Uive Leomng new aspects of my job. (level of enjoyment)
I Love- to take e»n challenges, (something I often do)
Gerunds or infinitives can be used after: forget, remember, stop and try
depending on the meaning.
forget 4- infinitive = did not remember; forget + -ing form = a
memory
remember -h infinitive = did not forget; remember -t- -ing form = a
memory
stop -I- -ing form = to end an activity; stop + infinitive = in order to
do something
try + -ing form = attempt to do something; try -t- infinitive = to
experiment
I remembered to go there. (I didn't forget.)
I remember going there. (I have a memory of it.)
Please try to phone hiw when you get a chance, (make an
attempt)
Try phoning hurt, maybe you’lX reAch hiim. (experiment)
Unit 13: R ep o rted sp e e c h
Indirect speech is used to report on what another person has said.
The general rule is to'move the verb'back a tense if the original
statement was made in the past. There is no change for sentences
with would, could, might, should and used to.
Present continuous Past continuous

Our new product is slightly more pro-RtabLe. Present simple Past simple

The share value Is a. bii higher than It was Last week. Past simple Past perfect

The new system Is o- liULe. more effxxent than our old one. Past continuous Past perfect continuous
(can also stay the same)
G e ru n d s a n d in fin it iv e s | Present perfect Past perfect
Some verbs in English must be followed by the -ing form of the verb. Present perfect continuous Past perfect continuous
Examples are: can't help, consider, enjoy, finish, involve, imagine, keep. Future with will would
mind, spend (time).
Future with am/is/are going to was/were going to
Would you consider moving to another country?
can could
Gerunds are also used after most prepositions and phrasal verbs.
may might
He keeps -fit by walking to the office.
must had to
 I cun prefonng the- report. - She saicL she was prcparitTg the The verb get
report.
How do you get to work ?
I often travel on business, ^ He said he often irayelU/i on We should get some milk at the shop.
business.
If you don’t get tine, book by next weeJc, Let me know.
W e w e n t tH e re a. wHlU. o^o. —> H e so k L ttie y h(xd. gone, there
a. w h iie ago.

I’v e a lre a d y -flnieHM L th e b u sin ess p la n . ^ H e s a id h e had,

a lre a d y -finished, the- b u sin ess pUwi.

I wiU, j u s t go a n d g et th e In fo rm a tio n . —> S h e s a id s h e

wowUL j u s t go a n d g et th e information.

They ore. going to o p « i a new o f fic e In A s ia . —> H e said-

th e y were, going to open a new o f fic e m A s ia .

I co n speak Fren ch a n d C h in e s e . —> H e s a id h e couUL speAk

F ren cJi a n d C h in ese.

H e w M st work w ith t lia t d a ta b a s e . ^ H e sa id , h e hcudi to

work w ith ttio t d a ta b a s e .

Remember that you need a person or personal pronoun after told,

but not after said or explained.
Remember that he/she stay the same but we becomes they and us
becomes them.

Unit 14: D e le x ica lise d v e rb s

Delexicalised verbs refer to common verbs (do, give, have, make,
take) that combine with nouns to describe an action. These are
common in everyday language and consist of the delexicalised verb
phrase + noun phrase structure.The lexical meaning expressed by
the verbs become weak {do the accounts, have a swim, take a walk).
Delexicalised structures often offer an informal equivalent to a full
lexical verb phrase.The examples below give the delexicalised verb
phrase followed by the more formal lexical one.
Some of the meanings of these verbs are listed below.

The verb do

1 need to do aU. this work by tomorrow.

The restaurant does not do Large parties.

They are going to do a. busoiess course a t the London School

of Economics.

The verb have

I often meet up with friends and Have a. d ia t with them.

I am not feeling well because I Have a. Heodox^e.
I hod a. pHone call from him yesterday.
 Progress test 1: Units 1-5

1 Read the extract from the brochure of a relocation company. 1 gender equality, caring atm o sph ere ____________
Complete the text with the present simple or continuous form 2 well-informed, structured, formal, facts and rules are important
of the verbs in the box.
3 cohesive, cooperative, sharing atmosphere, intrinsic motivation
bring look have live speak prefer know wait
support be 4 spontaneous, decisive, creative, innovative _______
5 hierarchical, clear chain of command, centralised .
1 ___________ . you. . for a com pany to meet 6 planning, staying power, importance of education
all your relocation needs? Relocation Exp erts are the people
to come to when It 2 __________________necessary to move 7 independence, working alone, respect for privacy

employees and their fam ilies to new countries. We offer a

8 assertive, competitive atmosphere _________________
full range of services and 3 _________________ that fam ilies need
9 equality among all, informal, flat organisational structure
more than just someone to bring their belongings from one
place to another. They also need a company which can help
10 non-traditional, few rules and regulations
them with all the other little details and 4 _________________
/lO
them from the beginning to the end of the process. Before
you leave home, we will ask you to fill out a questionnaire.
3 Complete the text on disruptive technologies using the
Some of the questions we will ask are listed below. passive. Sometimes more than one tense is possible.

According to some experts mainstream customers are to blame

5 _________________y o u ______ children in school? If so, how old
for the lack of creativity that takes place in companies. One of the
are they?
problems today is that products 1 _________________ (develop) to
6 ________________ anyone in your fam ily _ . any
meet the needs of the main market rather than 2 _________________
foreign languages? If so, which ones? (aim at) smaller niche markets. When some disruptive technologies
7 ________________ you and your fa m ily . in a first appeared they 3 _________________(not see) as profitable items.
house or a flat at the moment? Managers did not truly understand how a company could be
helped to grow by developing a product they felt would not be
8 W h ich ________________ y o u __________________?
popular with regular customers. However, if a department within
9 ________________ y o u _________________ any pets like dogs or the company 4 _________________ (set up) to deal with this, the leaders
cats with you? of the company could support new developments and keep
everyday operations from stopping it. One example of a disruptive
This is only a sm all sam ple of what we can offer you. technology is the internet. In some cases the mainstream media
What 1 0 ________________ y o u ------------------- for? 5 _________________(replace) because people find it easier to read
Call us right away on 8796-4592. about the news online. Another example is in the communications
field where mobile phones 6 _________________ (take over) in many
households where people no longer have landlines.
/10

These are all reasons for companies to keep up their search for those
2 Write the correct culture term from the Hofstede model new and exciting ideas.
next to the key words which best describe it.
/8

High power distance Low power distance

High masculinity dimension Low masculinity dimension
Long-term orientation Short-term orientation
Collectivist Individualistic
High uncertainty avoidance Low uncertainty avoidance

PROGRESS TEST 1 UNITS 1-5 7Z

4 Match the collocations about pay and benefits with their
definitions.
severance package career opportunities appraisal system
effort-reward balance glass ceiling pay rise fringe benefits
annual leave
1 -things that you get because of your job which are
not in the form of money
2 _________________the way in which the job performance of an
employee is evaluated in terms of efficiency and productivity by
his or her manager
3 ________________ an increase in the fixed amount of money you
earn for doing your job
4 ________________ money paid to an employee whose job the
employer has had to bring to an end
5 ________________ the situation in which the work which is put into
something is equalled by what the employee gets out of it
6 ----------------- a point you cannot go beyond, usually refers to
improving your position at work, it is an invisible barrier which can
keep someone from achieving a higher position that he or she
may be qualified to do
7 ______ ___________ the amount of paid days off that an employee is
allowed to have each year
8 _________________chances or situations which make it possible for
you to do something you want to do, usually means getting a
better job or a promotion at work
/8
5 Read the sentences below. If there is a mistake, cross it out
and correct it. Tick the correct sentences.
1 He hopes to become the doctor when he finishes his studies.
2 The pay rise I received last year was not enough as prices are still
going up.
3 Upper management has few effect on how employees perform
on a daily basis.
4 In my job there is not many incentive to work hard.
5 The customer called us with a little complaints yesterday.
6 My new position is really challenging and I have a lot of
motivations to do a good job.
7 The factors that lead to a successful product are being looked at
by our development department.
8 We have the excellent mentoring system in place in our
company
9 We have a meeting in the Berlin on Wednesday.
10 This could be the biggest contract we ever sign.
/10
6 Complete the sentences using the verbs in brackets and
the correct form of going to future, w ill future or present
continuous.
1 I think I ___________
_____________a sabbatical next year and work on my
MBA. (take)
2 There is a vacancy in the marketing department and I
_________________it. Do you think I will get it? (apply for)
3 There's a party for the product launch to n ig h t.________ .you
----------------- to it? (go)
4 Last year we recruited eight new staff members and this year we
_________________another five, (hire)
5 I have to leave now. I _________________ John at the airport in half an
hour, (meet)
6 How do you think the new method of 360-degree feedback
_________________? It seems like an interesting concept, (work)
7 The financial situation is not very good. W e _________________ a
difficult time selling some of our products, (have)
8 A: I really don't understand how to complete this new tax form.
B: Don't worry I _________________ (help) you.
/8
7 Match the situations (A-F) to these sentences containing
modal verbs.
1 We could discuss these problems at the staff meeting
on Friday.
2 We may have to change our billing process.
3 She might not want to move to another department.
4 Could you finish the report by this evening?
5 We will probably move to Asia in the spring.
6 The new business could mean that we will need more staff
members.
A Customers sometimes complain about our invoices so there is a
possibility that we will need to do something about this.
B It is very probable that your office will relocate.
C There is a possibility to deal with difficulties when everyone gets
together,
D There is a possibility that we will have to recruit people in the
future,
E You want to know if there is a possibility that a staff member can
complete a job by a certain time,
F An employee has said that she is very happy with her job and you
think she will want to stay where she is.
/6
TOTAL MARKS /60
 Progress test 2: Units 6-10

1 Complete the definitions with the verbs In the box. 4 Complete the sentences with the correct form of the word in
brackets to create a zero, first or second conditional sentence.
create direct delegate coordinate collaborate innovate Then match the sentences to the situations. Write the correct
letter in the boxes.
1 ________ : to give a job to somebody else so tliat tliey do it for you.
2 ________ : to introduce clnanges and new ideas to something that 1 If th e y___________ . (visit) the factory, we could explain our
already exists.
processes to them in detail.
3 ________ : to work with somebody else on a special project.
2 When new suppliers begin to work with us, it _________________ (be)
4 ________ : to make different groups or departments work together
as a whole. necessary that they follow our conduct code. ___
5 ________ ; to be in charge or control. 3 W e _________________(buy) goods from them, providing that they
6 ________ : to make something new.
check their finished products more carefully.
/6
4 If I had time to travel to London on Friday, I _ .(tell)

2 Complete the text with the past simple or present perfect them about the new project.

form of the verbs in the box. 5 Unless they begin to deliver on time, w e . . (not

order) from them again.

know focus on grow become be evolve

When I firstjoined the company we 1 ----------------- very small.The
engineers concentrated mostly on developing products and the
managers 2 _________________ finding markets for them. Now we are
a large multinational company with offices all over the world. In the
past five years we 3 _________________ enormously and many of the
people 14 _________________ at the beginning are no longer working
for us. My job is challenging as I 5 _________________ one of the leaders
of the company. I miss working on the development of products, but
it is exciting to lead an innovative company and to see how we
6_________________ into the organisation we are today.
/6
A They are always late with their shipments and this is causing us
major problems.
B We have regulations for anyone who supplies us with raw
materials or finished goods.
C I don't know yet about my timetable for the rest of the week but I
think I won't be able to leave the office.
D Unfortunately, I don't think they will have time to see our
production facilities while they are here.
E We are interested in using them as suppliersbut they will haveto
improve their quality.
/lO

5 Complete the sentences using the words and phrases in the

3 Match these sentence halves together.
box. You may have to change the form of the verb.

1 An e-tailer sells
involve come up with implement result in provide
2 The wholesaler buys large numbers of our
1 We w ill. .yo u with all the necessary documents
3 There are different areas along the supply chain which incur
when we deliver the order.
4 We have one department which is responsible for
2 The new system of booking orders will b e _________________ next
5 Supply chains are connected through a two-way year, so just use the old system now.
6 End users both buy 3 We need to _________________ a solution to the problem of the

A products and sells them to shops. machines overheating.

B handling and processing orders.

C and use the product.
D flow of materials.
E products over the Internet.
F costs.
/8
4 We think that it is very important to . .th e workers in 8 Choose the correct form of the verb to complete the second
the decision-making process so that everybody has a chance to or third conditional sentences.
give their opinion.
1 If w e . . (go into) a niche market, w e .
5 The new system h as_________________the company being able to
(make) more money on the product. Unfortunately we only aimed
make savings of five percent.
at the mass market.
/5 2 I think w e _________________ (get) a bonus at the end of the year if
our turnover_________________ (go up) significantly However, it is
6 Complete the dialogue with the present perfect simple or
unclear at this point if our sales will really increase.
progressive form of the verbs in the box.
3 If th e y _________________ (reduce) the profit margin on the item, we
_________________ (consider) lowering the selling price. However, I
sit have tell finish prepare work take
don't know if they will do this or not.
A '1 ------------------ (Brian) the report yet?' 4 W e _________________ (do) really well this quarter if we
_________________ (manage) to come up with a lifestyle product that
B: 'No, but I know that he 2 _________________ on it since this morning.'
was very popular with the public. But we only sold commodity
A :'OK. It's true that he 3 . . (not) much time to do it products with low profit margins.
because he only took it over from Susan last week.'
/4
B :'Right. And in addition to the report, we 4 __________________ (all) the
new marketing campaign and you know how much work goes into 9 Complete the sentences with the compound nouns in the
that.' box.

A :' Yes, I know. I 5 . . (also) in meetings about the profit-sharing record-breaking loss-making product-pricing
campaign since early this morning.' This is the first time I
6 ------------------ a break for some coffee and something to eat. But I 1 It really has been a . .year, we have made more
need it by tomorrow at the latest.' profits this year than any other since the company was founded.
2 Although the whole industry is a _________________ one at the
B: I 7 ___________ . (already) Brian that he doesn't need to help moment, I am sure that we will survive the recession.
us out with the rest of the work until the report is finished because I
3 O u r_________________ strategy for the new products means that it
know how important it is.' will be lower than that of our competitors.
4 T h e _________________ scheme that the company has introduced
n
means that all employees get a bonus if we perform well.

7 Match the marketing terminology below to the correct /4

definitions.
10 Read the sentences below. If there are mistakes, cross them
controllable variables USP premium pricing strategy out and correct them. Tick the correct sentences.
target market the end user
1 I had just left the meeting when he was telling me that I needed
1 An exclusive feature of the product that no
to take part in the conference call.
competitor product has.
2 We were thinking about starting a profit-sharing scheme when
2 ----------------- :The consumer who uses the product.
3 ----------------- :The group of consumers the company wants to the board had announced that they were not in favour of the
sell its products to. idea.
4 _________________: A strategy where the company sells its product at 3 Before he joined our com pany he had worked in New York for
a high price.
many years.
5 ________________ : Factors which are under the control of the
company 4 She worked on the report when I phoned her.

/5 5 We already started the meeting when the coffee arrived.

/5

TOTAL MARKS /60

 Progress test 3: Units 11-14
1 Match the finance terms (A-G) to the definitions.
A profit and loss account B turnover C reserves
D cost of sales E net profit F overdraft G inventory
1 the amount of business which a company does in a particular
period of time
2 an amount of money that a customer with a bank account is
temporarily allowed to owe the bank
3 a portion of retained earnings set aside to cover possible future
losses or for other specified purposes
4 the materials and goods held by a firm to use in production, for
customer service or support of operations
5 the cost of purchasing raw materials and manufacturing finished
goods
6 an official financial document showing earnings, expenses and
net profit during a particular period of time
7 when the total expenses of a company are subtracted from its
earnings
n worked in.
2 Circle the correct modal verb in these tips on cash flow for
small businesses and start-ups.
1 You m ust/should have enough cash on hand to pay your bills
so that you don't have a cash shortage.
2 You should/have to overestimate your need for capital when
you are starting out in case you need more money than you
thought.
3 You ought to/need to make sure that your customers pay
your invoices promptly as it is necessary to manage the gap
between Inflows and outflows of cash.
4 You don't have to/should not rely on only a small number of
customers, even If they are large businesses, in case they do
not pay you immediately.
5 If possible, you should/need to try to get up-front deposits
when doing business with someone for the first time.
6 You need to/ought to tell your customers about your credit
terms before doing business with them so that the conditions
are clear.
/8
3 Choose the correct word to complete the sentences.
1 If you decide to invest some money, it is a good idea to first carry
out an investm ent_________________
A test B opportunity C appraisal
2 It's a good idea to invest in a _________________ so as to spread the
risk across a few companies.
A diversification B share C portfolio
3 If you have invested in a company that does well, you will
probably receive a/an _________________
A investment B dividend C interest
4 You will probably need a stockbroker if you want to buy
A shares B investments C stipends
5 If you don't want to take a risk you can save your money in a bank
where it will still e arn _________________
A dividends B interest C loans
/5
4 Complete the sentences with the comparative or superlative
form of the adjectives in brackets.
____________(friendly) department I have ever
1 This is th e ___________
2 Their new customer service is not doing well, it is ________________
(popular) than ours.
3 What do you think was th e _________________ (innovative) product
last year?
4 If you have all your investments in just one company, it is
_________________ (risk) than having them in several companies.
5 Because I travel so much, my laptop is ----------------- (useful)
than my desktop at the moment.
/5
5 Circle the correct word in each sentence to match the situation.
1 We had two oflices but we now have space for everyone in one.
The new office is slightly/ far larger than our old one.
2 We began the process about a year ago and finally got the money
last month so we can now begin the project.
It took much / a bit longer to receive funding than we had thought.
3 We sent off the forms two months ago and already have approval.
Applying for a patent is less / more complicated than I imagined.
4 Raw material costs have more than doubled.
Raw materials cost a little / much more than they did last year.
/4
6 Complete the text with the correct gerund or infinitive form 8 Complete the sentences with the correct form of the
of the verbs in the box. delexicalised verb d o, have or g et and then match the sentences
to those (A-D) which express the same idea.
hold speak search for come up learn sell invest
earn buy 1 I usually___________ . to the office by about 8:30.

2 Our department is busy. . the accounts in order to

Warren Buffet's career as a businessman started when he was a child
in Omaha, Nebraska. One of his money-making ideas involved prepare for the meeting with the board next month.

1 _________________ lost golf balls and 2 _________________them for 3 We are _________________ lunch at that new restaurant with a client
a profit. The family later moved to Washington DC where Buffet to discuss some details of our last order.
managed to 3 _________________ $1,200 by delivering newspapers to
4 I _________________ a great time at the sales conference and was able
people's houses. With this money he was able to 4 _________________
to exchange ideas with people from other offices.
land in Nebraska and rent it out. When Buffet turned 21 he decided
to 5 _________________ a class on investing because he wanted to try A We have to make sure all our bookkeeping is up to date as we
6 _________________ in front of a group of people. have to explain the figures to the leaders of the company.
B I really enjoyed talking with colleagues from other branches at our
Buffet studied for a time at the famous Wharton School of Finance
last big get-together.
and Commerce in Philadelphia but his goal was to 7 _________________
C I generally arrive at work before nine.
more about the practical aspects of business. Later at Columbia
D We are meeting with a client over a meal to talk about recent
Business School he discovered how to 8 _________________in the stock
business.
market and managed to 9 _________________ with his own personal
/4
investment strategy which has enabled him to become the financial
wizard he is today.
9 Complete the sentences with the verbs in the box to make
/9 key collocations for knowledge-management programmes.

7 Change these sentences from direct to reported speech. be develop perform put realise spread

1 He said,'The SWOT analysis is a useful tool, but we will have to 1 It is important for an organisation t o _________________ initiatives
undertake the process on a regular basis.' with regard to knowledge management.
He said that the SWOT an alysis... 2 It needs t o _________________ good practices that already exist across
the whole company.
2 She replied;'But, last year it enabled the management team to 3 It is also important t o ______________ . in place R&D innovation
focus on strengths and find opportunities.' programmes.
She replied ... 4 The organisation should regularly. .a health check
to make sure that its knowledge management objectives are
3 He said:'I guess it can help us to anticipate developments which working well.
may affect us in the future.' 5 If a knowledge-management programme doesn't_____________
He said he guessed ... its objectives, its work may be brought to a close.

6 All knowledge-management programmes need t o ___________

4 She said,'And I really think that it facilitates an understanding of worth the time and money invested in them.
the overall picture of the company.'
/6
She said that she really ...

TOTAL MARKS /60

/12
 Audio scripts

1Unit 1 Culture an d its Alan; That's a pity, but at least you're here now. Did
you get a taxi here OK this morning?
many people are visiting the site and how
much business has been generated from the
im pact Belinda; Yes, the traffic wasn't too bad. site since I took control of it.

I^ Beginning a business relationship See

Alan: Good. Would you like some coffee before we
start?
Belinda: Yes, that would be lovely Milk and no sugar,
Elena: Yes, I've been really impressed with your work
in this area and everybody has commented on
what a good job you have done. We also talked
I pages 146-147 of the Student's Book.
please. about maybe designing a new product using
Informal business conversations, crowdsourcing. How did that go?
Carlos: Crowdsourcing? Oh yes, when we get feedback
exercise 1
Unit 2 T echnology and on the products we have already produced.
Elena: Hmm, no, not exactly. I was wondering what
b u sin e ss had happened. You should have asked for
Baz: Hi folks. clarity. Crowdsourcing is when we get people
Stella: This is Baz. Telephone communication See pages to input into the design of a new product.
Janak: Hi, Baz. 147-148 of the Student's Book. Carlos; I'm really sorry, I didn't understand. I will work
Maria: Baz, hi. Nice to meet you. I'm Maria. on this.
Baz: Hi. Telephone communication, Elena: Well, we can come back to that later and see
Maria: Hi Luke. How are you? exercises 2 and 3 how we can work this into your job plan for
Lul<e: Very well thanks. Yourself? next y e a r... The third point I've got here is that
Maria: Good, thanks. I wanted you to work on your English skills.
Lul<e: Good, good, good. How has this gone?
Maria; So, when would it be convenient for us to
Maria; Luke, this is Janak. Carlos: Well, I'm afraid I haven't really had the chance
meet up and discuss the new product range?
Janak: Hi, I'm Janak. to go to classes. I have to admit I think that my
Dmyto; Well, I'm pretty busy next week, but next
Luke: Nice to meet you. How are you doing? English is quite good, but I find it difficult to
Wednesday morning looks fine. Friday
Janak: I'm fine. progress.
afternoon would be better though.
Luke: Right have you started at all? Elena; OK, well don't worry I'll see if I can free up some
Maria: I'm afraid I'm away from Wednesday and won't
Stella: Not really. of your time to get to classes, OK?
get back until the weekend. I think the sooner
Luke: Not yet? Carlos: That would be great, thank you.
we can meet the better, really
Stella: No. We were just talking about the traffic. Elena: OK, now can I ask you about the Casillias
It was a pain getting here. Dmyto; So, would you like me to try and free up some
Maria: account. I know that this isn't in objectives, but I
time this week?
Luke: Oh was it? know that you have recently taken it over.
Maria; It would be a big help if you could.
Maria: A lane had been closed off and no one was Carlos: It's terrible.
Dmyto: What about tomorrow then?
doing anything. Elena: What?
Maria: Let me have a look ... I'm free at 2 o'clock if
Luke: Really? Carlos: Well I took over the account from Luis and you
that's any help.
Maria: We must have been waiting for half an hour. know that he's really lazy ...
Dmyto: I'm really sorry, but I have got some clients
Luke: Oh, it's infuriating isn't it?
coming in the afternoon. I was thinking about
Maria: It sure is.
Janak: Yes.
the morning really.
Maria: Right, well I could come over to your office this
Unit 4 Human R eso u rces
afternoon. The sooner I get to speak to you the 0 Q j o b interviews See page 151 of the

m
Informal business conversations, better, really
Student's Book.
exercise 2 Dmyto: OK, let's say 4:15 this afternoon. That should
give us plenty of time to prepare.
Asking questions effectively,
Maria: Alright, Did you say 4:50?
Dmyto: Not 4:50,4:15. exercise 1
C onversation 1
Alan: How is your hotel? Maria: Sorry, I didn't catch what you said. No problem,
Belinda: Fine. see you at quarter past four.
Alan; The flight was OK? Dmyto: I'm looking forward to it. Interview with Candidate 1
Belinda; Yes Interviewer; Do you have any questions that you
would like to ask me, anything that you
Alan; Did you get a taxi OK this morning?
Belinda: Yes.
Unit 3 M otivation would like to know?
Alan; The traffic is usually OK this time of day. Would Interviewee: I would like to ask if I will have the
^ s a Conducting a performance opportunity to work in the back of the
you like some coffee?
review See pages 149-150 of the Student's Book. house like in the Human Resources
Belinda: Yes, please.
Conversation 2 Department.
The language of performance Interviewer: I'm afraid it doesn't say this in the
Alan; How is your hotel?
Belinda; Fine thanks, it's a bit noisy because it's in reviews, exercise 2 advertisement. I'd put you in the front
the centre, but it's quite convenient for office or in food and beverage, we
sightseeing if I get a chance later. would not put you in an administration
Alan: Oh yes, you should visit the old town, and department such as Human Resources
Elena: So, Carlos, let's look at your achievements from
the restaurants are really good. Did you get a because we would like the trainees to
the last performance review then.
chance to go anywhere yesterday evening? concentrate more on the operations side
Carlos: Well, at the last meeting it was decided that I
Belinda; No, I didn't arrive until really late. if you like. Any other questions that you
would take control of the web development
Alan; Really? Was the flight OK? want to ask me?
and as you can see, the content is regularly
Belinda: It was all right, but we were delayed because Interviewee: I would like to know what the hotel's
updated. I have got some statistics here that
of bad weather in Frankfurt. attitude or your attitude is towards the
show that there has been an increase in how

trainee. What expectations do you have
of the trainees?
Interviewer: OK, now what we expect from the trainee
is very basic. Well, if you are supposed to
report for duty then we expect you to be
there on time. OK, let's say your worl<ing
hours are from nine to five thirty, then of
course I would like you to report for duty
prior to the working hour let's say five to
ten minutes at least.
Interviewee: OK.
Interview with Candidate 2
Interviewer: Do you have any questions for me about
the work or areas that you really want to
concentrate on?
Interviewee: I want to ask if I would have any chance
to work as a bar tender or do something
in the bar.
Interviewer: OK, if you actually want to work as a
bar tender, we can refer you to Human
Resources and they will get in contact
with the Beverage Department, because
in this hotel the Beverage Department is
in charge of the bar and not the front of
house.
A sking q u estio n s effectively.
exercise 2
3 0
Interviewer: So what's your interest in the industry?
Why are you attracted to a hotel career?
Interviewee: I've chosen to graduate in Hotel and
Catering Management. It's mainly
because I think that this course is quite
practical and useful and I also know
that the hotel industry in this country
the service industry especially for the
hotel industry, is going to be a booming
industry There are numerous hotels
around the airport and I think that to
choose a career in the hotel industry will
be a career which has good prospects.
Interviewer: That's correct.
Interviewee: And I also want to choose some kind of
career which is service-oriented, which
has direct contact with the guest - 1can
learn interpersonal skills, communication
skills and learn how to cooperate
with other people. I think that's quite
important.
Interviewer: OK, good. What do you think would be
your strong points, your strengths?
Interviewee: I'm enthusiastic, I am always willing to
h e lp ...
Interviewer: OK.
Interviewee; ... and I'm happy to take on numerous
responsibilities at any time. I always
try my best to complete all tasks up to
standard, and I'm friendly and willing to
help.
Interviewer: How would you handle for example,
a very angry guest at seven o'clock in
the morning who has just come off an
eleven-hour flight, and has found out that
his room won't be ready until one o'clock?
Interviewee: I think firstly I would calm the guest
down or invite him to a private place,
because I wouldn't want other guests
to hear him complaining, and after that
I would listen to his story about what
happened so that I have a general idea
of the situation.Then if I could, I would
try some methods to calm him down
or compensate him for what he has
encountered, and after that I would ask
the staff involved to investigate what
really happened - decide whose mistake
it was.
Interviewer: OK, so what position do you see yourself
having in five years'time?
Interviewee: I think that in five years'time I would like
to be the assistant m anager... that is my
goal.
Unit 5 O rgan isation s and
their structures
6 E B Briefing See pages 152-153 of the Student's
Book.
m
Briefing and being briefed, exercise 1
1 I really want to get working on this project as soon
as possible.
2 Has anybody told you how to operate the
machines?
3 What I'm not sure about at the moment is, how
long do the deliveries take?
4 We've got a fair amount of time to get the project
finished.
5 You need to know who everybody in the
department is before we get started.
6 I will go through all of the procedures with you.
7 Sarah is responsible for the records and so forth.
8 I'd like to get going with the work right away.
9 So, what we're going to be doing today is looking at
the company structure.
10 Do you want me to repeat what I've just said?
Briefing and being briefed,
exercises 2 and 3
S !
Sharon: It's only your first week, so I'll be showing you
around, introducing you to everybody and
basically making sure you know about all the
procedures and how the organisation works.
Does that sound OK?
Peter: Fantastic, I can't wait to get started.
Sharon: Well, there'll be plenty oftim e for that. Who
have you met so far?
Peter: Well, I've met Stella, who's going to be my
line manager and all of the guys in my
department.
Sharon: Excellent. Do you know how your role fits into
the organisation as a whole?
Peter: Well, I've been given an organigram, but to
be honest I could really do with having a look
around the company.
Sharon: Oh, haven't you had a tour with Kyle yet?
Peter: No, I'm not even sure who Kyle is.
Sharon: OK, I'll organise that. He works in HR and he
organises tours and stuff like that.
Peter: I was also told that I needed to do an
induction of Health and Safety regulations.
Sharon: Well, Kyle's your man for that as well. I think we'll
go up and see him once I've shown you where
the shipments leave the factory from.
Peter: OK, we can get there down this corridor, can't
we?
Briefing and being briefed, exercises
4 and 5
1 I can't wait to get started.
2 I'm keen to meet all of my new colleagues.
3 The sooner I get started the better.
4 I'm looking forward to learning more.
Unit 6 M an agin g
organ isation s
Starting a meeting See page 154 of
the Student's Book.
Before a m eeting, exercise 1
€E1
Alina: Firstly 1 have vou agreed on a new database
system yet? We 2 discussed it when we were
down last month.
Luigi: Actually, yes. We've 3 confirmed the contract
with the software supplier.
Alina: That's great.
Luigi: Do you remember we were originally going to
get some special software made for us?
Alina: Can you 4 refresh my memory.^
Luigi: Because most of the database systems you can
buy can't do all the things that the office staff
currently do.
Alina: OK.
Luigi: But having a totally new system made was too
expensive, so we're not going to do that any more.
Alina: Oh.
Luigi: So the consequence of that is that we have to
use a system that is already used by lots of other
companies.
Alina: Right.
Luigi: As a result of that we can move to the new
system a lot quicker. Also the software supplier
can 5 take our staff through it and then they
can 6 qet assistance from the online help. And
with the exception of invoicing, the system can
actually do everything we need.
Alina; So they'll have to keep doing that the old way.
Luigi; Yeah, we'll 7 review that after six months.
Alina; 8 Let me know if I need to do anything.
Luigi; Cheers Alini.
Lin k in g w ord s and v o ca b u la ry for
th e ag e n d a , exercise 2
@ !
1 agree on 6 let you know
2 confirm 7 refresh your memories
3 discuss 8 reviewed
4 firstly 9 take you through
5 get assistance
Unit 7 Supply-chain
m an agem en t (SCM)
T h e la n g u ag e of n eg o tiatio ns,
e xercise 2
Nick: So, Stefan, we've got three different orders. The
question is, assuming it's the same delivery
address, can we combine any of those orders?
Stefan: Well, Nick, the general point is if we receive
different orders on different dates every weel<,
this automatically creates a new order in our
system. So, if we have to combine them, that
means we have to cancel one order. This
makes a lot of work in terms of the scheduling
process. So, this would double our workload if
we said, 'OK we have to cancel one order and
increase the next order', because they are on a
different time line.
Nick: You mean at the moment you've probably got
three packing orders?
Stefan: Yes.
Nick: It's probably all from the same bulk, yeah?
Stefan: But they have different...
Nick: They have different packing order numbers,
yeah. So they're in the packaging plan as three
different orders at three different time points.
Stefan: Yes.
The language of negotiations
exercise 3
Nick: The question is, can you go into that first one
and increase it to two thousand and then
cancel the next two?
Stefan: Yeah, yeah.
Nick: In terms of what that means, yes, it means extra
work up front.
Stefan: Yes.
Nick: But we will benefit from a better unit price. You
would benefit from not having three different
order numbers going through the system.
Stefan: Erm ... the general thing is that we have a
routine process, which is already fixed in our
system. If we have to change the order every
week, this will lead to a lot more work. We can't
Just say,'OK this must be cancelled'; we have to
make an additional order that we have to put
into the system.
Nick: We're not talking about making additional
orders, weYe saying increase one and delete
two.
The language of negotiations,
exercise 1
Alberto: So, Haruka, I know we have to increase
customer orders.The question is, how do we
do that without more work for my team?
Haruka: Well, Alberto, the general point is if we get
one order from a customer, this customer
will hopefully order again. So, if we get a
new customer, that means we have to do
everything possible to make sure that they
order again.
Alberto: You mean at the moment we're getting one
order from a customer and they're never
ordering again?
Haruka: Yes. We have to call those customers back
and ask them if they want to give us another
order.
Alberto: But that would be a lot more work for us.
In terms of what it means, yes, it means extra
work up front.
Alberto: Yes.
Haruka: But we will benefit from more repeat orders.
You would benefit because the customers
calling back would be in the system already
You wouldn't need to register them. Just get
the product numbers and the payment details.
Unit 8 Quality m an agem en t
Managing and participating in
meetings See pages 156-157 of the Student's Book.
Introducing, summ arising and
sequencing, exercise 1
S I
Jeff:I'm pleased to tell you that everything is going
really well. The ideas you came up with for
improvement at the last meeting were great.
Leslie: Thanks, Jeff.
Jeff: Let's start with the implementation of quality
control in production. I'd like to go through that
first before I hear from the other departments.
Bill: That's fine. I can tell you what we have been
doing there. We started off with ...
Jeff: Good, thanks. Bill. I think you all have been
doing a really good job there. It's great news
that the new ideas have worked so well.
Leslie: Do you want to hear what we have been doing
in our department?
Jeff: Yes, but because we have to finish by 2 pm we'll
have to get through the other reports quickly.
Leslie: OK, I would just like to mention ...
Jeff: Thanks, Leslie.That's excellent. I'm sure this will
improve our quality and I think these ideas are
also in Matt's area. Can you tell us what your
group has been doing?
Unit 9 M arketing strategy
Organising and creating interesting
presentations See page 158 of the Student's Book.
Persuading and raising interest,
exercise 1
J.H. Crawford: Cars and trucks have become a major
cause of social, health, economic, environmental, and
aesthetic problems in cities. They badly affect social
relationships by making life on the street unpleasant.
They deny younger children freedom and, as a result,
stunt their development. Cars have become one of the
leading causes of death in almost every nation, and
the leading cause of death among males aged 15-44
worldwide. Pollution from car exhausts kills even more
people than car crashes. Streets and car parking use
huge amounts of land in cities, and keeping them in
use is a huge cost for the economy. The automobile is
the most resource-intensive means of transportation
ever devised, and there will be serious energy shortages
within a decade. Finally, cars spoil the city's beauty in
many ways. Notice in old photographs how much more
attractive our cities were a century ago.
It is time to build more cities without cars and trucks.
Venice, one of the two largest existing car-free cities,
is an oasis of peace, despite being one of the densest
urban areas in the world. Fes-al-Bali, home to the largest
car-free population on Earth, is a pleasant and convivial
city even though it is comparatively poor.
What would happen if we designed cities without any
cars? Would anyone want to live in such a city? Does it
make social, economic, ecological and aesthetic sense?
Is there an effective and economical way to provide
transport without using cars and trucks?
Clarity and signposting, exercise 2
S I
Good morning everyone. I would like to welcome
you to my presentation on marketing ideas for your
products. We are going to start off with a short
explanation of the four Ps and then go on to examples
showing you how some other companies have used
them effectively The first area we'll look at are the
products and their USPs and then we'll talk about how
to distribute them. After that we'll go on to pricing
strategies. We'll then finish up with promotion and
advertising ideas. At the end of the presentation there
will be some time for questions.
Let's begin with the product. Some of the areas to
consider are design, features, quality and branding. If you
take a look at the screen, you will see how this product
design turned into a USP for a well-known brand. This
may give you some ideas for your own product range.
Moving on to distribution, this is an area that should be
thought about carefully. Do you want to sell through
middlemen and retail outlets or by direct sales for
example?This depends mainly on the target audience
and the product. As you can see this product worked
well with direct sales.
Thirdly, we can look at pricing strategies. As you know
there are a number you can use. Are you selling a
commodity product or a lifestyle product? Obviously
with a lifestyle product you can look into a premium-
pricing strategy whereas with a commodity product you
may consider competitive pricing as shown on this slide.
And finally promotion. Here you have many possibilities
to reach your target market. You can look into
advertising, PR and so on. Take a look at the short clip to
see how effective this TV spot was.
And to sum up, I would like to remind you that each of
the four Ps is important and must be thought about when
planning a marketing campaign. Are there any questions?
Unit 10 C u stom er
relationship m an agem en t
(CRM)
Expressing positive opinions using
adjectives and adverbs, exercise 2
Martha: Right, OK. So what did you think about the
outdoor event?
Tanya: It was very good I think.
Martha: I thought it was exce/fent actually. I think we all
did really well.
Rashid: Yeah, definitely
Martha: And we did it all without bringing in other
organisations.
Tanya: All the feedback was very positive.
Martha: Yes, it was.
Tanya: And lots of people were asking if we were
going to do it again.
Rashid: Right.
Martha: Yes. And I think another thing that it possibly
did was it showed people things they hadn't
thought about before.
Rashid: I think that was a good move because one lady
said, 'Oh, this is nice. We've not been down
here before. We come up here and look at the
lake all the time but I haven't seen this bit.'
Martha: Amazing.
Rashid; I think it was really good.
Tanya: I think it was brilliant all round.
Martha: I think they really enjoyed it.
Tanya: I did as well actually
Building a business relationship See
pages 159-160 of the Student's Book.
Unit 11 A ccounting
Presenting facts and figures See
pages 160-161 of the Student's Book.
Talking about facts and figures,
exercise 1
1 Interest rates started off the period at 3.25 percent
before they fell to two percent.
2 For nnost of year two and three, interest rates did not
fluctuate but remained stable at two percent.
3 From year four to year six the interest rate continued
to rise.
4 Interest rates reached a peak of 4.25 percent at the
beginning of year seven.
5 Interest rates plummeted to an all time low of one
percent at the end of year seven.
6 Interest rates remained stable at one percent before
they recovered to 1.25 at the end of the period.
Setting goals and targets, exercise 1
S I
1 We are not going to get our numbers by just doing
the same things we did last year.
2 All of those things, in fact, are what we need to be
doing all across the sales force.
3 This is what the whole of the sales force needs to be
doing.
4 The first point is to focus on sales activity
5 The guys in this room are going to be pushed very
hard to be out in front of the customer.
6 I look to you guys around the room to help them, to
enable them to be out there more than 11 percent of
the time.
7 If we don't think in different ways about how we do
things, that 11 percent will then go up to about 12
percent, and that's not enough.
Unit 12 Finance
Making and refusing requests
See page 162 of the Student's Book.
Politely refusing requests,
exercise 1
1 A Can you present it at next week's meeting?
B I don't know if that's going to be possible. I won't
be able to make it unless you want to reschedule.
2 A Will you be able to stay a bit later tomorrow?
B I'm really sorry, I can't. I have to pick my children up
from school on Wednesdays.
3 A Can you finish the report by the end of the week?
B I don't know if that's going to be possible as I'm
going to be out of the office for the rest of the
week.
4 A You couldn't give me a hand with these
documents, could you?
B I'm really sorry, could you ask Nigel to help you? He
knows where they should be filed.
5 A Why can't you prepare the pitch for the client?
B I'm afraid I'm really busy and I don't know enough
about the product to write it.
Unit 13 D ecision -m akin g
Dealing with problems See pages
163-164 of the Student's Book.
Dealing with problems,
exercise 1
S I
a I'll get an advertisement spread designed up.
b I think that we should also look at doing something
in Ireland and Spain,
c We need to stop people from having to do something
that isn't necessary, and is actually costing us extra,
d We could do something like running advertisements
in the national daily newspapers,
e Well, at the moment on our flights you need to book
on-line and then check-in at the airport,
f The biggest losses are on flights from Stansted to
Dublin and Birmingham to Madrid,
g We are having a problem with getting bookings for
our flights into Europe.
Dealing with problems, exercise 2
Melanie: Afternoon all, now I'd like to discuss with you
today why we are having a problem with
getting bookings for our flights into Europe.
We compete well on price and we have some
good times leaving major airports and we
have also had some really good feedback
on the functionality of the website, so what
I want to ask is what is the problem? It just
doesn't make sense to me,
Georgia: The biggest losses are on flights from
Stansted to Dublin and Birmingham to
Madrid. We just aren't getting the passengers
on these two routes.
Melanie: Well, why do you think that this is the case?
Steve: Could it be advertising? Are we making the
customers aware of our offers?
Georgia: No, I don't think that people are aware that
we have these really great flights at prices
that are certainly no higher than any of the
opposition.
Melanie: We could do something like running
advertisements in the national daily
newspapers, and more advertising at the
airports we fly from in the UK, would that
help?
Steve: Definitely. I'll get an advertisement spread
designed up for full page advertisements
in the press and get Branco to sort out
advertising at the airports.
Melanie: I think that we should also look at doing
something in Ireland and Spain to see why
we aren't getting the customers from there
using these flights too.
Luke: I think that there is another problem here too.
If you look at the two flights you mentioned
they are full of people on short breaks and
business travellers.
Melanie: And . ..
Luke; Well, at the moment on our flights you need
to book online and then check-in at the
airport, even if you only have hand luggage.
The competition don't do this and they only
charge ten euros more and if people don't
want the hassle....
Melanie: ... they don't mind paying ten euros more.
Luke: Exactly, We need to stop people from having
to do something that isn't necessary and
is actually costing us extra. They could just
check in online.
Steve: We may be able to make that change on the
website fairly easily.
Unit 14 The learn in g
organisation
O g g g g g Taking an active part in
negotiations See page 165 of the Student's Book.
Giving an opinion, agreeing and
disagreeing, exercise 1
Terry: OK, so I think thatl am right in saying that
you are not happy with the current price
of the tables and would like us to cut the
delivery dates to two weeks.
Nathalie: That's right. We would like to get the tables
at 25 percent less than the current price, as
we are putting in an order of 100 and we
think that three weeks is too long to wait.
Terry: Well, as far as I'm concerned we can do
one or the other. We can either give you a
discount or cut the delivery time. Not both.
If we are to fulfil the order I'll have to pay the
staff overtime.
Nathalie: Well, we could go elsewhere.
Terry: You can't find another company in the area
where you will get such a great deal though,
you know.
Nathalie: Yes, but we don't need to use suppliers from
this area.
Terry: That's true. What would you say if we get you
the 100 tables in two weeks and offer you a
ten percent discount?
Nathalie: I would say that we would consider it if you
went to 15 percent...
Strategies for disagreeing,
exercise 1
Nathalie: Have you had a chance to think about giving
us a 15 percent discount?
Terry: Well, we might be able to come down a little
further, it depends if you are definitely going
to go ahead with the order.
Nathalie: We could perhaps wait a little longer if you
can come down on the price.
Terry: OK, what about we fulfil the order in three
weeks and we give you a 12 percent
discount? I think that's a really reasonable
offer.
Nathalie: I completely agree, that's a fantastic offer, but
if we have to wait an extra week we will want
the 15 percent discount.
Terry: I don't think we can come down that low
because if we do we won't be making
enough profit. 12 percent has to be my final
offer I'm afraid.
 Answer key

1 Culture an d its im pact S k ills: Inform al b u sin ess co n versatio n s

V o cab u lary: The d im e n sio n s of cu ltu re

informal short one-word incomplete phrases or words
language forms answers sentences showing interest
1g 2h 3b 4 f 5a 6e 7d 8c
Hi I'm Maria. Hi. Very well thanks. Yourself?
Good, good, I'm Januk. Really? Yourself? Not yet?
V o cab u lary: U sing key vo ca b u la ry good. I'm fine. Yes. Good, thanks. Oh was it?
How are you ... isn't it? Good, good, good. Really?
1 valued 2 avoidable 3 analysis 4 competitor 5 communicative 6 certain doing? Not really Oh, it's infuriating
Right... Not yet. isn't it?
7 analytical 8 valuable
It was a pain... Oh was it?

V o cab u lary: T alking ab o u t cu ltu res !h ey are all questions and the intonation goes up.
2
1 Suggested answers
1c 2c 3b 4a 5b In the first one the intonation is flat so they don't sound interested. Ih e answers are
2 very short and don't invite further questions. In the second one the intonation goes up
1 identity 2 company 3 differences 4 card 5 country and they add information to keep the conversation going. !h ey ask questions which
invite answers.
G ram m ar: Presen t te n se s
2 T echn ology an d b u sin e ss
1 v\(elcomeU arrive U 2 is starting! 3 are relocating! 4 wearU
5 is w orking! 6 brings U travels U 7 is offering I 8 open U import U V o cab u la ry: T echn o log ical v o cab u la ry
2 1
1 (When) does he need this information? 1 inventing 2 discover 3 design 4 develop 5 innovative 6 development
2 (What) do you usually do when you arrive at the office?
3 (Where) are they moving to?
4 (Why) is it important to learn to overshadow national barriers?
V o cab u la ry: D isru p tive tech n o lo g ies
5 (What) is your boss planning today?
6 (How) can I learn about other cultures and countries? 1 discovery 2 innovation 3 invention 4 design 5 development
2
G ram m ar: U sing stative verb s in th e p resen t te n se 1 discovered 2 develop 3 invention 4 design 5 innovated

G ra m m a r: U sing th e p assive form

Stative Active

understand mean detest move waste refuse

are brainstormed 2 are calculated 3 is drawn 4 is developed 5 are added
wish contain entail import share rise
is built 7 is checked 8 are found 9 is tested
belong to decide remember mix overshadow bring
hope love own work support invite
know are being collected 2 was designed 3 is being voted on 4 is compiled
was created 6 are considered

1 is supporting/are supporting, contains 2 invite 3 detests, waste 4 wish

aim 2 is powered 3 votes on 4 wasn't discovered 5 was discovered
5 are rising 6 are working, hope 7 belongs to, am bringing
invented 7 was called
8 knows, are moving

A 2A 3A 4P 5P 6A 7A
Skills: Show ing in terest and keepin g th e co nversation !h e standard for user-friendly computing was established by Apple.
going Small tabletop copiers were developed by Canon.
!h e value of innovative products is assessed by mainstream customers.
!h is graph demonstrates product performance.
lb 2a 3a 4b 5a 6b !h at technology does not meet the unique needs of customers.
2 A separate organisation should be set up (by companies).
Follow-up questions - Isn't she your colleague with the great ideas? Do you Cash prizes were won by the people with the best ideas.
remember that very small room I had and the strange people in the restaurant at
breakfast? S k ills: T elep ho n e co m m u nicatio n
Question tags - !h is is a new office, isn't it?
Making a further comment - Last time I went straight to the airport after the
meeting. I will neverforget that fantastic meal. Fine, except for the bad weather on 1 May I ask who is calling? (S) 2 ABC Company, Laura speaking. (S) 3 I am calling
the way. about today's development meeting. (S) 4 !hanks, it was nice talking to you. (E)
3 5 Hi, it's Georgi from the Rome office. (S) 6 Good afternoon, John Smith's office. (S)
1 2a 2 6b 3 3a 4 5a 5 4b 6 lb 7 Nice talking to you. (E) 8 Hi, can I speakto Suki? (S)
9 Good morning, is Lauren available? (S) 10 Thank you for calling. (E)
1 to discuss the new product range 2 Friday 3 She is away from Wednesday until
3 M otivation
theweel<end 4 Because he has some clients coming 5 This afternoon at 4:15
V o cab u la ry: H erzberg's M otivation - H ygiene th eo ry
3
1 So, when would it be convenient for us to meet up ...? What about tomorrow
then? I was thinking about the morning, really. Ok, let's say 4:15 this afternoon. advancement 6 challenging
2 I'm afraid I'm away from Wednesday I'm really sorry, but I've got some clients psychological 7 recognition
coming in this afternoon. intrinsic 8 satisfaction
4 4 incentive 9 growth
1b 2a 3b 4b 5a 6b 7b 8a 5 achievement 10 responsibility
You should notice that when the intonation goes up and down you sound friendlier
and more interested.
V o cab u la ry: V o cab u la ry of m otivation and dem otivation

R eadin g 1 F aceb ook 1 Motivation 2 Hygiene 3 Hygiene 4 Motivation 5 Hygiene 6 Motivation

7 Hygiene 8 Motivation
1 False - Facebook has been increasing the number of languages on the site and
has a translation programme. (Paragraph 1, lines 1-3) V o cab u la ry: V o cab u la ry to d iscu ss p ay and w orking
2 True co n d itio n s
3 False - Within two weeks (of starting Facebook) other universities demanded a
network. In the next four months Mark Zuckerberg added 30 more university
networks. (Paragraph 2, lines 7,11 and 12) 1 glass ceiling 2 career opportunities 3 work-life balance 4 salary
4 True 5 fringe benefits 6 effort-reward balance 7 severance package
5 True 8 mentoring system 9 appraisal system 10 bonus 11 open-plan office
6 False - in 2005 (one year after it was founded) Facebook expanded to add high 12 flexitime 13 commission
school networks. (Paragraph 3, lines 2 and 3)
7 True G ra m m ar: Q u an tifiers
8 False - People with an email address could first sign up in September of 2006.
(Paragraph 4, lines 3,4 and 5)
9 True 1 department C 8 policy C 15 opportunity C
10 False - A Russian firm. Digital Sky Technologies, invested in Facebook in 2009. 2 motivation U 9 praise U 16 job satisfaction U
(Paragraph 7, lines 5,6, and 7) 3 pay rise C 10 time u 17 growth U
11 False - In 2011 Goldman Sachs began to offer shares and rumours started that 4 productivity U 11 qualification c 18 colleague C
Facebook would go public soon. (Paragraph 8, lines 5,6, and 7) 5 factor C 12 teamwork u 19 annual leave U
1 b 2c 3a 4c 5a 6b 7c 8a 6 complaint c 13 bonus c 20 management U
7 relationship c 14 career u
I increasing/growing 2 received 3 get to know 4 demands S expanded
6 sign up 7 worldwide 8 based on 9 become involved in 10 launch
Countable nouns Uncountable nouns Both countable and
I I collaborated with 12 acquired 13 richest 14 go public
a few, a large number of, much, a great deal of, a uncountable nouns
several, few, many little, a huge amount of, some, enough, a lot of,

W riting 1 M aking first contact little plenty of, all, most

I much many 2 / 3 responsibility responsibilities 4 te le few

More formal Less formal 5 / 6 a few a little 7 / 8 many much 9 / 10 relationship relationships
II / 12 many much 13 / 14 #ttlefew
Subject line Meeting on December 5 Getting together on Friday
Salutation Dear Ms Symon Hi Gudrun
G ra m m a r: A rticles
Referring to previous In reference to your email Thanks for the email -
contact o f..., 1have attached the the info you wanted is 1
information you asked for attached 1 a, a 2 -, a 3 the, the, an, - 4 -, a, a

Referring to a common William Francis passed on Vincent from the Florence

acquaintance
Reason for writing
Asking for information
Giving Information
Closing remarks
your details to me
1am writing in connection
w ith ...
1would be grateful ifyou
could send m e ...
Your order should be
despatched by the end of
the week
1look forward to your
team gave me your name
Sk ills: V o ca b u la ry for p erfo rm an ce review s
1just wanted to let you
know th at... 1 achievements 2 constructive feedback 3 set goals and objectives
4 realistic expectations 5 take responsibility for/supervise
It'd be really helpful to get
some info about...
Sk ills: T h e la n g u a g e of p e rfo rm an ce review s
Hope to get your order
sent this week
1 / 2 ft 3 / 4 X
Looking forward to

Complimentary closing
reply
Yours sincerely
hearing from you
4 Human reso u rces
All the best
V o cab u la ry: T alking ab o u t HR tasks
1 DearMsSymon 5 Hope to get your order sent this week
2 I would be gratefulifyou could send me 6 All the best compensation for employees: 1,6 hiring staff: 4, 5
3 I look forward to your reply 7 William Francis passed on your details performance management: 2,7 organisation development: 3,
4 Vincent from the Florence team gave tom e
me your name 8 Yours sincerely
 4 False - If staff have been employed for some time, the appraisal system can be
V o cab u lary: V o cab u lary of sk ills m otivation and train in g
effective in choosing promising candidates among existing employees. (Paragraph
1 4, lines 1-4)
1 orientation 2 grooms 3 competencies 4 proficient 5 True
5 inadequate, 360-degree feedback 6 acumen 7 stakeholders, passion 3
I obsolete 2 mature 3 vital 4 existing S similar to 6 academic
7 diversity 8 more powerful 9 exceptional / remarkable 10 cheaply
V o cab u lary: Identifying ta len t
I I retain
1 4
Stars: 2 ,8 Experts: 5, 7 Performers: 1,3 Dead wood: 4 ,6 1 intangible 2 uncompetitive 3 immature 4 untalented 5 unemployed
6 ineffective 7 unsuccessful 8 unfavourable 9 unequal
G ram m ar: Talking ab o u t th e fu tu re using w ill, (b e ) 5
1 successful 2 uncompetitive 3 unemployed 4 favourable 5 intangible
g o in g to and th e p resen t co ntin u o us 6 unequal 7 ineffective

2 e
2-6d
3 a 4 f 5 b e d
3-2e 4-lc 5-4f 6-5b
W riting 2 C o v erin g letter for a jo b
application
is going to be 2 Are you going to go 3 will cinange 4 am flying
1
are not going to be 6 will start 7 will call
1e 2c 3d 4a 5b 6g 7 f
Note: There may be some overlap between giving information about your work
will finish 2 are going to start / are starting 3 will be
experience and explaining why you would be the right person for the job. This would
are going to have to /w ill have to 5 am m eeting/am going to meet
depend on the job you are applying for and your experience.
will find 7 will write up 8 will give 9 will have
2
1 track 2 contribute 3 qualifications 4 interpersonal 5 graduated
We are going to start the recruitment process next week.
6 led 7 acquired 8 implementing
I think this concept will work well.
Senior management is going to have to let him go. 3
I hope she will get a promotion. / 1hope she gets a promotion. 1 B 2 A
I am going to a restaurant with Mr Sharma at 12:00.
Are you going to be in Brussels next month?
How do you think the new product line will sell?
5 O rgan isation s an d their structures
V o cab u la ry: C o llo catio n s used in o rg anisatio n al
Skills: C o llocatio n s for jo b in terview s
stru ctu res

1 a problem 2 a job 3 responsibility 4 points 5 skills 6 a decision

1 delegation 2 regional 3 chain 4 line 5 conflict 6 organise
7 prospects
7 responsibility

Skills: A skin g q u estio n s d ip lo m atica lly

V o cab u la ry: R eo rg anisin g a co m p an y to in crease
1 perfo rm an ce
Do you have any questions that you would like to ask me, anything that you would like
to know? Any other questions that you want to ask me? Do you have any questions 1
for me about the work, or areas that you really want to concentrate on? 1 superior 2 hierarchy 3 future 4 do 5 forget 6 customers
2 2
So, what's your interest in the industry? Why are you attracted to a career in a hotel? 1 line 2 matrix 3 field 4 ignore 5 delegate 6 management
What do you think would be your strong points, your strengths? How would you 3
handle a very angry guest...? OK, so what position do you see yourself having in five implement duplication accommodate deployment handle disperse efficiency
years'time? 4
3 1 duplication 2 deployment 3 implement 4 accommodate 5 handle
The questions in exercise 1 use question words such as whar, why and how and the 6 efficiency
questions in exercise 2 don't. Using a question word helps interviewers to get a more
complete answer. G ram m ar: M odal verb s for p o ssib ility and pro b ab ility
4
Talking about weaknesses. Candidate 1: Rather than your strengths. Y e s ... 1
Candidate 2: Right, good, that's great. Pressure to work harder or pressure to work 1 could 2 will 3 might 4 could 5 will 6 may
faster? Questions for the interviewer. Candidate 1: Any other questions that you 2
want to ask me? Job interview at a hotel: That's correct. OK, good. OK. a 3 ,4 ,6 b 1 c 5 d 2
3
R eading 2 T alen ted em p lo y ees 1 might
4
2 Could 3 May 4 will 5 will

1 1 It might cause other problems 2 staff could contact

34 b 2 c5 d3 el 3 it may lead to 4 will probably have to make 5 Could you come up
2 6 I will work 7 I might not be able to 8 We could discuss
1 False - In today's organisations the principal assets consist of knowledge and special 9 I may well have some
skills rather than tangible assets. (Paragraph 1, lines 1-4 and 9-12) 5
2 True 1 Could you help me with my report? 2 He might have to travel to
3 False - Some problems with hiring people directly from school or university include Asia. 3 Managers may want to delegate more tasks 4 Efficiency could be
different maturity rates, not being able to predict ability giving too much weight to improved. 5 They will discuss the global market tomorrow.
academic qualifications, lack of diversity, and overlooking motivation. (Paragraph 3,
lines 7-14) Sentence 5 is sure because of will.

ANSWER K EY 89
 Skills: Briefing and being briefed Sk ills: Lin kin g w ords and v o ca b u la ry for th e ag en da
1
a 5,6,9, b 2,3,10 c 1,8 d 4,7 3, 1,5,4,2
2 2
1 She will be introducing him to people and making sure he knows all of the
1 agree on 2 confirm 3 discuss 4 firstly 5 get assistance
procedures and how the company works.
6 let you know 7 refresh vour memories 8 reviewed 9 take you through
2 Stella and the people in his department.
3
3 An organigram
1 Apologies 2 Minutes of the last meeting 3 New warehousing computer software
4 He wants to have a look around the company.
4 New contracts with customers S Confirmation and review of bonus system
5 Kyle
6 Objectives for next quarter 7 AOB
6 They are going to see where the shipments leave the factory from.
3
1 Does that sound OK? 2 Fantastic, I can't wait to get started. 3 ... to be honest I R ead in g 3 S u ccessfu l retail strategy
could really do with having a look around the company. 4 Oh, haven't you had a tour
with Kyle yet? 5 He organises tours and stuff like that. 6 We can get there down
1
this corridor, can't we?
1f 2c 3h 4a 5d 6g 7e 8b

4
2
1 true f-sep arately/ap a rt 4 false own-brand - select-
IB 2 A 3 A 4 B
brand true 8 true 9 false brand name items - own brands
10 false e-le (-little /ve ry little
6 M an agin g o rgan isation s 3
1 foundation 2 split into 3 chain 4 locations 5 geared towards
V o cab u lary: Key v o ca b u la ry for co m p an y life cycles 6 'no frills'philosophy 7 reliable 8 packaged goods 9 store layout
10 appeals to
4
Verb Noun (Person) Noun (Object/ Adjective 1 g 2 e 3 h 4 f 5c 6a 7d 8b
Idea) 5
1 select 2 split into passes on / pass on 4 market share
direct director direction/directive directive
5 'no-frills'philosophy household name 7 chains 8 assortment
coordinate coordinator coordination coordinated 9 non-essential 10 geared towards
create creator creation / creativity creative
innovate innovator innovation innovative W riting 3 E v ery d ay b u sin e ss em ails
collaborate collaborator collaboration collaborative 1
delegate delegator delegation 1 e 2d 3h 4b 5 f 6c 71 8a 9g
2
la 2 a 3 b 4a Sb 6a 7a 8b
1 coordination, coordinators 2 innovation/creativity, innovative/creative
Suggested answer
3 collaborate, collaboration 4 directors, direction 5 delegate, delegation
Formal phrases include: passive, no abbreviations or short forms, full sentences, the
3
use of we to mean 'the company', vocabulary such as appreciate it, regret, inform, reply,
Across 2 red tape 5 entrepreneur 6 control
respond, confirm, in connection with, assistance.
Down 1 leadership 3 delegate 4 autonomy
Informal phrases include: short forms and abbreviations, incomplete sentences, the use
of/(not we), exclamation marks, vocabulary such as great, sorry, tell, answer, get,
G ram m ar: A d verb s of d ^ r e e to ask about, help.
3
1
1 really 2 very 3 carefully 4 autonomously 5 closely 6 informally
1
Dear Mr Smith,
7 quite 8 steadily 9 increasingly 10 a bit
1am writing to you because I plan to be In your area next month and would like to
make an appointment with you. Please inform me if this is convenient for you.
G ram m ar: T alking ab o u t th e past (p resen t p e rfect and Yours sincerely,
past sim ple) Carol Jones
2
Hi George,
1 appointed / have been 2 cam e/has lived 3 has taken / opened Just w/anted to let you know I won't make it to the meeting next week. But I'm
4 have increased / began 5 lost/have gone down 6 has changed / started available on Skype - just give me a buzz when you have time. Looking forward to
2 chatting with you.
1 founded / have been 2 g rew /recruited/h ired /h ave worked Kaitlin
3 continued/created/did 4 w as/led 5 decided / have centralised / has gained 3
6 have worked / have been / made Dear Sir or Madam
I would like to enquire about your new product range. Could you please send me a
Skills: Before a m eeting brochure and a price list? My postal address is below.
Yours faithfully
1 Mohamed Karzai
1 has everyone decided on 2 talked about 3 finalised the agreement 4
4 remind me 5 explain it to our employees 6 obtain help Bettina,
7 think about it again 8 tell me Sorry to let you know that I will have to cancel our meeting. Another meeting has
come up suddenly and I've got to go to it. I hope we can reschedule as I know we've
got lots to talk about.
Barbara
7 Supply-chain m an agem en t (SCM ) V o cab u la ry: U sing linking w ord s

V o cab u lary: Peo ple involved in th e su p p ly chain 1h 2 f 3a 4g Sc 6b 7d 8e

1 2
1 consumer 2 manufacturer 3 supplier 4 wholesaler 5 retailer 6 e-tailer Expressing results: 2f, 6b, 8e
Giving reasons; 5c, 1h
2
Adding information; 3a, 4g, 7d
la 2b 3a 4c 5b 6a
3
3
1 In addition to 2 furthermore 3 and so 4 because 5 not only, but also
1 safety 2 social 3 health 4 child 5 outlets 6 customer 7 transport
8 carrier 9 storage
G ra m m ar: U sing th e p resen t perfect and p resen t perfect
V o cab u lary: V erbs to d e scrib e th e su p p ly chain co n tin u o u s

1 1
1 reduce 2 supply 3 collect 4 assemble 5 deliver 1 have been implementing / have noticed 2 have sold / have been working on
3 has led / has shown 4 have been doing / have been 5 has resulted in/has made
6 have decided
G ram m ar: U sing co n d itio n als
2
1 have been asking 2 has received 3 have implemented4 have been working
1 takes 2 will discuss 3 works 4 would be 5 will set up 6 incurred 5 have resulted in 6 have been having
7 would not have 8 maximise 3
10 21 30 42 51 62 72 81 1 have finished 2 have had 3 have walked 4 have changed
2 5 has been ringing 6 have spoken 7 have been 8 have been looking for
1 If they do not deliver on time, we will look for a new supplier.
2 If employees need a bicycle, we give them one. S k ills: In tro d u cin g , su m m a risin g and seq u en cin g
3 We will allocate more resources to production, in case there is a problem with the
transport. 1
4 If I followed the instructions more carefully, it would be easier to assemble. 1 glad B 2 through A 3 news E 4 quickly C 5 excellent D 6 doing D
5 Provided that they meet our standards, we will look into working with them.
6 If a supply chain functions well, it saves the company a lot of money S k ills: U sing exp licit la n g u ag e
7 If we made the benefits of our distribution system clear to customers, they would be
more satisfied.
8 Unless they stop using child labour, we will cancel our contracts with them. 1 come 2 tell 3 start 4 were 5 interrupt 6 really 7 discuss 8 hear
(These could all have the two clauses in the opposite order). 2
3 a 3 b 7 c 4,6 d 1,5 e 2,8
1 provided that 2 In case 3 unless 4 if 5 unless 6 when 7 provided
that 8 When
R ead in g 4 D etails of the su p p ly chain
Skills: The la n g u ag e of n eg o tiatio n s

1 The question is 2 if 3 that means 4 You mean 5 yes, it means 6 we will coordinate their systems with 2 a disadvantage 3 bought goods from
7 You would rising 5 already 6 ensured 7 where 8 more open 9 more selective
2
1 Stefan has one long section where he explains the problem. supplier who ensured 2 rising prices 3 where they are produced
2 He states the situation and then asks a question. more selective 5 more open 6 companies they bought goods from
3 This makes a lot of work in terms of the scheduling process. So this would double
our workload.'
priority 2 components 3 impacted on 4 eliminated
4 They are on a different timeline.
hit trouble 6 heart 7 radical break with 8 anonymity 9 evolve
5 He says, 'But they have different...'
6 He repeats it to clarify what the situation is. He does not make it a question and his
key clients 2 require 3 components 4 evolve 5 advantage
intonatioadoes not go up.
safety net 7 close supervision 8 good practice 9 eventual use
3
Suggested answers
The question is, can you go into that first o n e ...? W riting 4 W riting gro u p em ails
But we will benefit from a better unit price.
You would benefit from not having three different order numbers T h e do s and don'ts of w ritin g gro up em ails
We're not talking about making additional orders, we're saying increase one and delete
two. 1
1 New product launch meeting 2 need to finalise 3 attachment
4 need to look at carefully 5 placement of 6 preparing press releases
8 Quality m an agem en t 7 members of the press 8 product information 9 set up a meeting
10 reserved for 11 please contact me immediately
V o cab u lary: Key vo ca b u la ry for q u ality m an a g em en t 2
1 1 2 2,4,9,10,11 3 2 4 3 5 5,6,7,8,10
Use bullet points.
1 employees 2 ideas, results
3 higher quality, savings 4 suggestions
5 training, materials
2
1 result in higher quality 2 involves employees 3 provides training
4 come up with ideas 5 implement suggestions
 Structuring inform ation 1 0 C u stom er relationship m an agem en t
1 (CRM)
Dear all
(Who is being referred to?) V o cab u la ry: CRM as a p art of b u sin ess m anag em en t
I would just like to let you know that Joan Brooks will be joining our department on
1^' February as our new assistant sales manager. She has worked in the field for the
1 unproductive/wastage, 2 needs/to resource, 3 a feeling / stress,
past 15 years fora major company in New York, where she was mainly responsible for
4 run / sole trader, 5 am ount/scope, 6 to happen/instant,
e-commerce and sales.
7 further/exceeding, 8 spent / cost-effective, 9 directly/implies,
(Why was the email written?)
10 point/perspective
As you all know, Jiao Chang, has taken over the position of sales manager from James
Harris and we have been looking for a replacement. As our sales department has been 1 exceeding 2 scope 3 instant 4 sole trader 5 implies 6 wastage
looking at making better use of Internet sales, we felt it was important to find someone 7 perspective 8 stress 9 cost-effective
with experience in this area.Therefore, we are delighted that Joan was interested in
coming to work for us.
V o cab u la ry: C o m p o u n d s
(What would the writer like the readers to do?)
We have planned a group meeting for nextTuesday in the conference room so that 1
you can all meet Joan personally. Please make her feel welcome and help her with any 1 a 2c 3a 4b 5b 6c
questions she might have. 2
1 relationship-building 2 customer service 3 value-adding 4 pricing strategy
5 record-breaking 6 loss-making 7 profit-sharing 8 cost-efficient
9 M arketing strategy
V o ca b u la ry ;T y p e s of cu sto m ers
V o cab u lary: M arketing term inology.

I work in the B2G area and sell products to large buoii rth e government.
Id 2h 3 f 4b 5a 6g 7e 8c
I am active in theC2C area and write reviews of products for companies, other
2
customers.
1 target market 2 channel of distribution 3 differentiate itselffrom the competition
I work in the B2C area and sell my company's products to the government.
4 controllable variables 5 supply chain 6 USP 7 end user
customers.
8 premium pricing strategy
I am involved in the G2B area and help businesses with forms from other companion
3 the government.
1g 2b 3e 4a 5h 6c 7 f 8d I work in the B2B field and sell my company's products to privote customers, other
4 companies.
1 lifestyle product 2 niche 3 turnover 4 commodity product
5 profit margin 6 price sensitive
G ram m ar: Past sim p le, p ast co n tin u o u s and past perfect

G ram m ar: Speculating in past and hypothetical situatio ns

T hadalreadyordered, had forgotten/forgot, phoned 2 were looking, found
3 chose, had seen / saw 4 were helping, became 5 had already reduced, was
1e 2c 3g 4a 5d 6h 7 t 8b passed 6 received, were discussing
2 2
1 2c 2 6h 3 8b 4 le S 3g 6 4a 7 5d 8 7f 1 took 2 defined 3 had d one/did 4 needed 5 were searching
The 'unreal' situations are 3,4, 5,6. 6 came across 7 had visited/visited 8 were speaking 9 realised
3 10 had already started 11 had expanded
1 would expect - expected 2 have com e - had come 3 is not - would not be 3
4 spend - spent 5 might become - might have become 1 was already telling - had already told 2 had rung - rang
3 had worked - was working 4 / 5 was hearing - had heard
Skills: C larity and sig n p o stin g 6 / (fo/d would also be possible) 7 had walked - walked 8 were increasing -
increased

1 sum up at the end 2 Just turning to 3 I'll just start with 4 after that
S k ills: Ex p re ssin g p o sitive o p in io n s using ad jective s
S after 6 let's kick off
2 an d a d v erb s
Introduction: 1 I would like to welcome you 2 The first area we'll look at
3 After that 4 We'll then finish up with 5 At the end
I thought it was excellent feedback.
Main presentation: 1 Let's begin with ... 2 Moving on to ... 3 Third ly,...
^ the feedback was very positive.
4 And finally,... 5 And to sum up ...
I think that was a good move.
Other phrases: We're going to start off with ... and then go on to and then we'll
I think it was brilliant all round.
talk about
I think they really enjoyed it.

Skills: Persuading and raising in terest /-T h is gives the listener the feeling that you personally thought the feedback was
excellent but doesn't stress the feedback itself
Id 2g 3a 4e 5b 6c 7 f
2 A ll- Jh is stresses the fact that there was no negative feedback.
3 fhof-Th is stresses the event itself
4 th in k -Jh is can give the feeling that you are not sure as it is just your opinion.
5 fhey-This stresses the people who were there.
4
1 good 2 unhelpful 3 absolutely 4 awful 5 absolutely/really 6 very/really
7 very/really/extremely 8 absolutely/really, very/really/extremely
Absolutely and extremely are the strongest. Really is generally stronger than very.
However, the sentence stress is also important. Compare: 1
Our business relations are very good. 1 fell 2 fluctuate 3 rise 4 peak 5 plummeted 6 recovered
Our business relations are really good
In this case they seem to be equal. S k ills: Settin g g o als and targ ets

Skills: U sing en co u rag in g and su p p o rtin g la n g u ag e

Id 2 f 3e 4b 5a 6c
2
Id 2a 3e 4b 5c 1 expressing what has the highest priority 4a 2 giving a warning if change does
not take place 6c 3 giving a specific goal 5b 4 implying that change is needed

R eadin g 5 M arketing su c c e ss Id 5 explaining what is necessary to implement 2f 6 explaining what is going to

be difficult 5b
1
la 2b 3a 4c 5a 6c
2
12 Finance
C
Vocabulary: Using vocabulary about investing
3
1 impulse 2 revolutionary 3 appealed to 4 visible 5 low-cost 6 double
7 incredible 8 global A cross 2 financial 4 lend 5 share 7 risk-adverse 8 annually 10 invest
4 Down 1 diversification 3 assess 6 speculation 9 level
I f 2d 3h 4a 5c 6e 7b 8g 2
5 1 buy shares 2 receive a dividend 3 earn interest 4 invest in a portfolio
1 incredible 2 revolutionary 3 beverages 4 appeal to 5 double 5 carry out an investment appraisal
6 sector 7 persuasive 8 saturated 9 global 3
1 buy shares 2 carry out an investment appraisal 3 invest in a portfolio
W riting 5 R esp o n d in g to written 4 receive a dividend 5 earn interest

com plaints G ra m m ar: M aking m ore exact co m p ariso n s

1
Id 2 f 3a 4b 5c 6e 1 the highest 2 better 3 most popular 4 the worst
2 5 riskier 6 the most important 7 safer
1 3a 2 5c 3 Id 4 4b 5 6e 6 2f 2
3 1 much 2 a bit 3 slightly 4 a great deal 5 much 6 a bit 7 a little 8 far
1 6e 2 3a 3 Id 4 2f 5 5c 6 4b
G ra m m ar: V erb s w h ich ta k e g e ru n d s and/or infinitives
11 A ccounting
1 staying after 6 pm 2 having long telephone conversations (if possible)
V o cab u lary: Incom e and e xp e n d itu re 3 my staffto work independently 4 dealing with challenges 5 my assistant to
manage my appointments 6 my time (in the office) telephoning clients and giving
1
1 pay rent 2 sell products or services 3 receive interest on investments instructions to staff
4 purchase raw materials 5 buying machinery 6 payment of salaries 2
1 finishing - to finish 2 to sec - seeing 3 / 4 to move - moving
5 to eat - eating 6 / 7 to close - closing 8 / 9 meettng - to meet
V o cab u lary: The profit and lo ss acco un t an d th e b alan ce
10 to make - making
sheet 3
1 to meet 2 to lose 3 trying 4 to be 5 to rent 6 telling 7 closing
8 to finish 9 having
1 turnover 2 creditors 3 expenses 4 cost of sales 5 gross profit 6 Debtors
7 net profit 8 Reserves 9 overdraft
Skills: How to a sk p eo p le to do th in g s
V o cab u lary: Term s to d e scrib e cash flow
lb 2 b 3 a 4 a 5 b

1 cash sh o rt^ e /cash crisis/cash problems 2 cash payment / cash outflow

la 2b 3b 4a 5a 6b
3 cashflow 4 cash cow
2
1 cow 2 shortage 3 crisis 4 payment 5 flow 6 outflow Skills: Po litely refusing req u ests

G ram m ar: T alking ab o u t o blig atio n and g iving ad vice 1 (E) 2 (A) 3 (B) 4 (D) 5 (C)

1 have to /m ust 2 don't need to / don't have to 3 should/ought to 4 mustn't

5 m ust/have to 6 shouldn't/ought not to/m ustn't
2
1 should / ought to bill their customers immediately. 2 m ust/have to stay within
my credit limit. 3 shouldn't take on too many projects at once. 4 m ust/have to /
need to send out the invoices today 5 shouldn't forget to pay your bills on time.
6 don't have to / need not finish the report this afternoon.

1 need to 2 should not 3 should 4 have to 5 ought to 6 should 7 must

R eadin g 6 Finance 1 were going to make major changes in the department 2 could get the
1 information to them later 3 hadn't seen him yet 4 was having lunch with a client
lb 2a 3b 4c 5c 5 had been working on the report all day 6 was not tired / wasn't tired
2 3
Id 2 f 3a 4e 5c 6b 1 thought it was a good idea to invest some of their/our profits into a charity organisation
2 agreed
3
3 had written about their/our goals for corporate social responsibility in the annual
1 volatile 2 credible3 interpret 4 bid(s) 5 capital 6 sustainable
report
7 confidence 8 impenetrable
4 agreed with Carol that it was a good idea
4
5 was interested in an organisation
Id 2e 3a 4 f 5g6c 7b
6 would need some information by the next meeting
5 7 should be possible
1 undermined the share price 2 long-term planning 3 cash calls 4 lost faith 8 looked like they/we were moving in the right direction
5 credible business model 6 sustainable revenues 7 shareholder value 9 agreed and (that he) was looking forward to discussing the details in two weeks

W riting 6 D e sc rib in g charts, g rap h s and Skills: Dealing with problems

statistics
T e, f, g 2 c 3 a, b, d
Using adverbs and adjectives to describe changes and 2
aS bM cL dM eL fG gM
trends
Skills: Using idioms to talk about problems and solutions
1 a dramatic rise 2 a slight fluctuation 3 to increase gradually 4 to d e c lin e
steadily 5 a slow recovery 6 to fall rapidly 7 a sharp decrease 8 to slow down
significantly (note: the verb consists of two words but the noun is written together) 1 sit down [5] 2 figure out [P] 3 a bit tricky [P] 4 come up with [S] 5 messed
2 up [P] 6 closed-door approach [P]
1 has declined steadily 2 a rapid fall / a sharp decrease 3 a slight fluctuation
4 rose dramatically 5 are recovering slowly 6 is a significant slowdown
7 has increased gradually
1 4 The learn in g organ isation
Vocabulary: The five disciplines of learning organisations
Describing and summ arising graphs

1 causes 2 effects 3 measures 4 transparency 5 Social media

1 are soaring 2 static 3 fluctuating significantly 4 slow decrease
2
5 (have) plunged 6 gradual recovery
a team learning b mental models c shared vision d personal mastery
e systems thinking
13 D ecision -m aking 3
1b 2a 3e 4c 5d
Vocabulary: Using SWOT related vocabulary/Verbs to
describe SWOT Gram mar: Using delexicalised verbs
1
Id 2c 3g 4 f 5b 6h 7e 8a 1 have 2 do 3 have 4 get 5 do 6 get
2 2
1 got a bus 2 do catering for parties 3 doing the bookkeeping 4 have a cold
1 lacks 2 facilitate 3 anticipate 4 oversimplify 5 undertake 6 encourage
7 strategic 8 methodical 5 got flowers 6 have breakfast 7 have a chat 8 got a letter
3
Id 2a 3g 4b 5c 6 f 7e
Vocabulary: The SWOT analysis
Vocabulary: Key collocations for knowledge-
IS 2W 3S 4 0 5T 6W 7 0 8T m anagem ent programmes
2
1 The next step is to determine what the most important points are and what 1
planning choices the organisation has to make. 1 spread good practices 2 perform a health check 3 be worth the time and money
2 Finally, make sure the report is available to everyone concerned in the process. 4 develop initiatives 5 realise objectives 6 put in place
3 The data should then be gathered and recorded in a diagram. la 2 f 3d 4b 5e 6c
4 After that, the team should create a report on their findings.
5 Firstly the organisation needs to identify what data they need. Skills: Giving an opinion, agreeing and disagreeing
3
1 4 2 5 3 2 4 3 5 1 1
1 25 percent 2 two weeks 3 because he will have to pay his staff overtime if he is
to complete the order on time 4 ten percent 5 No, she wants a discount of
Grammar: Reported Speech
15 percent

1 was flying 2 had not been
5 had met 6 had been
3 had been planning
4 couldn't come Giving an opinion; 1 as far as I'm concerned ...
Agreeing; 1 That's right 2 That's true
Disagreeing; 1 You can 't... though, you know 2 yes, but we need to ...
3
Suggested answers
That's right Yes, exactly. Yes, absolutely. Brilliant, alright then. That's a good point.
 1 fringe benefits 2 appraisal system 3 pay rise 4 severance package
1 5 effort-reward balance 6 glass ceiling 7 annual leave 8 career opportunities
IB 2 N 3 T 5
2 1 thea 2 / 3 few little 4 frw w much 5 tittle few 6 motivations
1 Well, we might be able to come down a little further. We could perhaps wait a little motivation 7 / 8 t h e ^ 9 the 10 /
longer... 6
2 I completely agree, that's a fantastic offer, but if we have to w a it.... [Note: contractions are possible]
3 I don't think we can come down that low because if we do we won't be making 1 will take 2 am going to apply for 3 Are, going 4 are going to hire
enough profit 5 am m eeting/am going to meet 6 will work 7 are going to have 8 will help
7
R ead in g 7 Helping young people to 1C 2A 3F 4E 5B 6D

succeed Pro gress Test 2

1
True 2 False 3 False 4 True 5 False 6 True 1 delegate 2 innovate 3collaborate 4 coordinate 5 direct 6 create
Urban Alliance empowers under-resourced youth to aspire, work and succeed
2
through paid internships, formal training, and mentorship.
1 were 2 focused on 3 have grown 4 knew 5 have become 6 have
In 2010 only 33 percent of Washington's youth were able to find viable employment.
evolved
... and partnered with more than 100 local businesses.
3
Urban Alliance interns are selected after a rigorous application process.
IE 2A 3F 48 5D 6C
They will also have graduated from high school and solidified a post-secondary plan
4
to either attend college or a job training programme.
1 visited D 2is B 3 will buy E 4 would tell C 5 will not order / won't order A
Some of the possibilities for them include... and networking with other Urban
Alliance alumni. 5
1 provide 2 implemented 3 come up with 4 involve 5 resulted in
helps 2 government 3 training programme for a job 4 position 6
dependable 1 Has Brian finished 2 has been working 3 has not had 4 have all been
preparing 6 have also been sitting 6 have taken 7 have already told
c 2e 3h 4a 5d 6g 7b 8 f 7
1 USP 2 the end user 3 target market 4 premium pricing strategy
5 controllable variables
a 2b 3e 4d 5c
8
1 had gone into/w ould have made 2 would g et/w en t up 3 reduced / would
minority 2 drop out rate 3 mentorship 4 peer S proficiency
consider 4 would have done / had managed
9
W riting 7 Business proposals 1 record-breaking 2 loss-making 3 product-pricing 4 profit-sharing
10
Resp onding to a req u est for a proposal 1 was telling told 2 had announced announced 3 / 4 vtfofked was working
5 already started had already started
1
a meet b use, customers c details d field, experience e options
f forward g carryout, requirements h enquiry
Pro gress Test 3
Correct order: h, d, a, e, b, g, c, f
IB 2F 3C 4G 5D 6A 7E
M aking an attractive offer 2
1 must 2 should 3 need to 4 should not 5 should 6 need to
3
1c 2d 3e 4 b 5a
1C 2C 3B 4A 5B
2
4
1 This proposal is in response to your enquiry of 20 March
1 friendliest 2 less popular 3 most innovative 4 riskier 5 more useful
2 With our research you will be able to identify your customer
3 Details of our packages and methods can be found below 5
1 far 2 much 3 less 4 much
4 The final price depends on the methods
5 We will be pleased to meet you 6
1 searching for 2 selling 3 earn 4 buy 5 hold 6 speaking 7 learn
8 invest 9 come up
Progress Test 1
7
1 He said that the SWOT analysis a useful tool, but (that) they would have to
1 Are, looking 2 is 3 know 4 support 5 Do, have 6 Does, speak 7 Are, undertake the process on a regular basis.
living 8 do, prefer 9 Are, bringing 10 are, waiting 2 She replied (that) last year it had enabled the management team to focus on
2 strengths and find opportunities.
1 Low masculinity dimension 2 High uncertainty avoidance 3 Collectivist 3 He said he guessed it could help them to anticipate developments which might
4 Short-term orientation 5 High power distance 6 Long-term orientation affect them in the future.
7 Individualistic 8 High masculinity dimension 9 Low power distance 4 She said that she really thought that it facilitated an understanding of the overall
10 Low uncertainly avoidance picture of the company.

3 8
1 are developed are being developed have been developed 2 aimed at being 1 getC 2 doing A 3 having D 4 had B
aimed at 3 were not seen 4 was set up 5 has been replaced 6 have taken 9
1 develop 2 spread 3 put 4 perform 5 realise 6 be
 Acknowledgements
The authors and publishers acknowledge the following sources
of copyright material and are grateful for the permissions
granted. While every effort has been made, it has not always
been possible to identify the sources of all the material used,
or to trace all copyright holders. If any omissions are brought
to our notice, we will be happy to include the appropriate
acknowledgements on reprinting.
The adapted text on p. 20, p. 38 and p. 56 is taken from Business: The
Ultimate Resource © A&C Black, a member of the Bloomsbury
Group, 2006;
Red Bull Case Study on p. 47, Reproduced by permission ofCengage
Learning EMEA Ltd.;
Urban Alliance for the adapted text on p. 65, © Urban Alliance
Foundation;
Trading Economics for the graph on p. 52,'Euro Area Interest Rate'
Trading Economics © 2011;
Development of this publication has made use of the Cambridge
English Corpus (CEC).The CEC is a computer database of
contemporary spoken and written English, which currently stands at
over one billion words. It includes British English, American English
and other varieties of English. It also includes the Cambridge Learner
Corpus, developed in collaboration with the University of Cambridge
ESOL Examinations. Cambridge University Press has built up the
CEC to provide evidence about language use that helps to produce
better language teaching materials.
The Cambridge Advanced Learner's Dictionary is the world's most
widely used dictionary for learners of English. Including all the
words and phrases that learners are likely to come across, it also
has easy-to-understand definitions and example sentences to
show how the word is used in context.The Cambridge Advanced
Learner's Dictionary is available online at dictionary.cambridge.org.
© Cambridge University Press, Third Edition, 2008, reproduced with
permission.
The publishers are grateful to the following for permission to
reproduce copyright photographs and material;
iStockphoto /©Ulrich Koch for p. 38, /©Mel Stoutsenberger for p. 47,
/©Jacob Wackerhausen for p. 56, Getty Images /©Justin Sullivan for
p. 11 & p. 12, /©AFP for p. 29 & p. 30, Shutterstock/©Mikael Damkier
for p. 20
Photos on p. 65 & p. 66 supplied by and used with kind permission of
The Urban Alliance, Washington, DC.
Cover photo: iStock/©Nikada
Photos sourced by: Joanne Robinson
Proofreader: Rachel Restall
The publisher has used its best endeavours to ensure that
the URLs for external websites referred to In this book are
correct and active at the time of going to press. However, the
publisher has no responsibility for the websites and can make
no guarantee that a site will remain live or that the content is or
will remain appropriate.
 Business
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Business A dvantage is based on a unique syllabus that
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The course contains specific business-related outcomes,
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The course is informed by the Cambridge Business Corpus
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The Student's Book comes with a free DVDof video case
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Teachers can find more activities to accompany the course
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